Three ways to use Recognition and Appreciation Moments to Improve your Guest Experience.
Create a positive moment for them that can brighten their day and let them know they matter.
Creating a Culture of Guest Service - Key Insight #5
Tell them the good and the bad, and show them it matters.
Creating a Culture of Guest Service - Key Insight #4
Your front-line must be held accountable for the fan experience and leaders MUST walk the walk.
Creating a Culture of Guest Service - Key Insight #3
Your front-line staff must feel valued, appreciated, and empowered.
Creating a Culture of Guest Service - Key Insight #2
Your front-line staff must have an emotional connection to you, your brand, place, and experience.
Creating a Culture of Guest Service - Key Insight #1
You must have direct control of your front-line staff if you are to provide an exceptional fan experience.
Five Key Insights to Creating a Culture of Guest Service
Employee training is the default approach to ensure that your team has the tools to become successful. However, MoonShot believes that training alone does not build a winning culture if it only addresses the basics of staff members’ duties.