Description

REGISTER HERE!

Implement world class service
How do you and your team consistently deliver Whistler’s service values, the 3Rs (be Reliable, be Responsive & build Relationships)? Whistler Experience Coach, Caroline Bagnall, will review the core service principles introduced by The University of Victoria’s Gustavson School of Business Professor Mark Colgate and facilitate exercises that encourage the practical application of the 3Rs in typical Whistler jobs and service scenarios. Ace the 3Rs will build you a system of service excellence so that every customer, every interaction lives up to its billing, every day.

A Whistler Experience event for everybody!  Raise your guest satisfaction scores by sending both your team leaders and front-liners.

Ace the 3Rs will:
•    enable your front-line team to easily understand how to deliver on the 3Rs
•    empower supervisors to coach their teams for better service day in day out

The session will include practical group discussions for the following job categories:  front desk, retail sales, F&B servers, guides and internal service. We recommend that any organization participating in the Whistler Experience Secret Shopper Program send at least 2 representatives.

Key takeaways:
•    Truly understand Whistler’s service values, the 3Rs
•    How to apply the 3Rs in customer interactions
•    Systems to boost your service scores



Facilitator:
Caroline Bagnall, Principal of Connect Hospitality Strategies Inc.
Twitter: @CHS profit  | LinkedIn

Caroline Bagnall is a 20 year resident of Whistler, Hospitality & Tourism Professional, Adult Educator, and Sustainable Events Advocate. She offers F&B management expertise in the organisation, planning and execution, and service of client events garnered as Sr. Manager of Whistler’s Conference Centre, Instructor at Capilano University, and as Director of Banquets the Hilton Resort & Spa. Previously, as the Asst. Director of F&B at Fairmont Hotels & Resorts, Bagnall was acclaimed as Leader of the Year, and was identified by her peers as “an outstanding performer.” Bagnall has coached, trained and mentored hundreds of staff during her career as restaurant manager and Food & Beverage director, and now finds increasing satisfaction in a more formal teaching and consulting role. A faculty member of Capilano University, Bagnall customized and delivered F&B Management courses for the Destination Resort Management Program. Her widely-applauded communication skills, industry expertise and practical experience are augmented by professional certification in adult and ongoing education and facilitation skills.

Cancellation Policy: Payment is non refundable for cancellations made within 3 business days of the event, or non attendance on the day.
If you have registered and paid for an event or training, you will be automatically added to the attendance list.