Frontline Staff

 

“CENTRAL TO OUR TRAINING IS ENHANCING YOUR STAFF’S TRUST OF EACH OTHER….

THEY WILL NEVER TREAT A GUEST BETTER THAN THEY TREAT ONE ANOTHER”

Richard Andersen

 

A guest’s encounter with your staff can determine if they return, and whether they have a positive experience that they will share with others. This is the foundation of your institutional reputation.  Training employees for forward-facing direct engagement with customers is integral to a venue’s success and bottom line.

VSG’s “hands on” training uses experiential teambuilding that enables frontline staff to create legendary memories for guests. VSG’s fast paced training will energize the staff, while getting them up on their feet and learning from each other.   Instead of just “listening,” they will have first hand experiences to remember and use over and over.  During training, employees will learn that their most important resource is the other members of their team.

VSG Training Advantage 4 S’s 

SAFETY+SMILES+SERVICE=SUCCESS

*Safety– guests want to depend on staff for peace and security with expertise during chaos

*Smiles – value of making memorable and authentic connections with guests

*Service– listening to and engaging guests then delivering solutions

*Success – this is where our program takes you! Your employees will acquire superior service skills as they engage with each other in interactive, fun activities focused on safety, smiles and service.  Their success comes from not just hearing about concepts, but from experiencing, remembering and living these concepts.

How a 2.5 hour facilitated session works:

  • Participants gather for opening music, video and introductions
  • Participants are led through energetic activities focused on safety, effective communication and methods for delivering superior service
  • Participants gather for wrap-up, recognition and awards