Guest Service at Jackson Hole Mountain Resort

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Guest Service at Jackson Hole Mountain Resort
Lets get started
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Wait, wait, dont tell me!
I already know all this guest service stuff ca
nt I just go skiing???
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So if Im so smart, why am I taking this course?
Because
80 of Americans said that over the past few
years they have not seen any improvement in guest
service, and over half of this group said things
are getting worse. 62 of Americans report
ed that if they had a bad service experience with
a retailer or service provider, they would not
purchase from them again.
That means that you get ONE SHOT (occasionally
two) to get it right!
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Table of Contents
You can click to any topic you want, in any
order, to complete the quiz. Turn your completed
quiz into your supervisor for credit. Click here
to print pdf
When you are all done, click here
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Be A STAR to the Guest

• S
• T
• A
• R

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Seamless Smooooth

• The guest doesnt want or need to see behind the
  scenes
  
• Our mountain is but our service
  shouldnt be!
  
• Think about the best athletes, dancers, and
  performers they make everything look effortless

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Trustworthy

• Deliver what you say you will
• Deliver it consistently

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Attentive

• Are you hurrying to get to the next transaction?
• Attend to the guest with care and respect, just
  like you want someone to take care of your mother!

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Resourceful

• Act promptly
• Be to the situation, and to the
  person as an individual

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Can you identify these 3 types of Satisfaction?
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• Got what they asked for
• 2 Dimensional flat
• No emotion
• Experience does not stick with them

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• Easy to spot by observation and communication
• Emotion is present, but its the wrong kind!
• Opportunity to turn into Emotionally Satisfied

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• Emotional Component
• Generates guest Loyalty
• Most Powerful

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Consistency

• Consistent, predictable, reliable, service-driven
  outcomes every time across all service areas will
  make a more lasting, memorable impression and
  increase guest satisfaction and loyalty.

• A WOW moment is very cool, and fun to create for
  the guest.
  
• These are also helpful when we are trying to help
  a guest recover from a problem.
  

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The Most Important Word in the English Language
is
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She may look silly, but shes happy!
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Silos are self-defeating
Lifts
Grooming

• Silos dont cut it with the guest they are at
  one Jackson Hole Mountain Resort

Mountain sports school
Food Beverage
Retail-Rental-Repair
Patrol
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Which factor do you think is Most Important to
the Guest?

• If the Value is strong enough to create emotional
  satisfaction and a memory, it is worth the Time
  and Money required to make it happen.

• Value
• Time
• Money

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How can I possibly do all of this and My Job at
the same time?

• Guest Service is Job 1
• If you need more tools, training, help to get
  your work done, let your Supervisor or Manager
  know right away dont wait until you are in too
  deep!

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So what do we want you to do with all of this
information?
Do the Right Thing -James F. Parker, former CEO
Southwest Airlines
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How can I be successful?

• Show the guest consistent, personalized service
  every day
  
• We will Thank You with
• Employee of the Month awards
• Cowboy Cash
• Kudos in our JHMR newsletter

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Guest Service at Jackson Hole Mountain Resort
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• THANK YOU FOR COMING TO WORK AT
• JACKSON HOLE MOUNTAIN RESORT
• Have a great season!

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