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DENVERS HOSPITALITY TRAINING
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OVERVIEW
A city-wide hospitality training program that
focuses on Denver as a destination.
VISION
Exceptional hospitality is a way of life in
Denver. Visitors leave with positive memorable
experiences to share and the desire to return to
our city.
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WHY?

• Tourism maintains and creates jobs
• Over 3.1 billion in visitor spending was
  generated in 2008
• Mystery shopping feedback
• Reactive vs. proactive hospitality
• Experiential destinations are driving both
  leisure and business travel

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KEY SEGMENTS

• Hotels and Lodging
• Restaurants
• Attractions Retail
• Transportation
• Venues Services
• Airport

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• Training Education
• Certification Training
• Creating leaders at locations in every segment
• Dates 5/12/09 9/22/09
• 50 Participants
• Road Shows
• Delivered by trained facilitators
• 60 minute customized versions
• Videos for orientations and training
• Train the Trainer 6/10/09

COMPONENTS
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WHAT IS IT?
ENERGETICALLY GREET EVERYONE EXPLAIN WHAT MAKES
DENVER GREAT TAKE TIME TO LISTEN REDUCE GUESS
WORK ASK IF THERE IS ANYTHING ELSE THEY NEED
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COMPONENTS

• Communication
• Quarterly Whats New updates
• Delivered in email format
• Easy Reference Guide Workbook
• Go the Extra Mile Microsite

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COMPONENTS

• Rewards Recognition
• Ongoing Rewards Recognition
• Go the EXTRA Mile Service Excellence Award
• For hospitality front line representatives
• Nominated by peers, managers and visitors
• Monthly winners selected
• Secret Shopper Program
• GTXM award winners serve as secret shoppers.

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• Get your organization involved
• Designate key individuals to get certified
• Schedule Road Shows at your location
• Champion Go the EXTRA Mile
• Communicate with your peers
• Make hospitality a way of life for you and your
  employees
• Donate door prizes to honor participants
• Nominate someone for an award
• Invite us to present at your next meeting

YOUR ROLE
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SPONSORS

• City and County of Denver
• Sage Hospitality Resources
• Denver International Airport
• Colorado History Museum
• Denver Yellow Cab
• Super Shuttle
• Cherry Creek North
• Hertz

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