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Building a Service Culture in Your Organization

Building a Service Culture in Your Organization. Utah Tourism Conference May 13, 2010. Presented by: Rahe Hospitality Services (303) 722-1608 www.raheservices.com. Building a Service Culture must be:. Strategic, Systematic Consistent across all departments

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Building a Service Culture in Your Organization

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  1. Building a Service Culture in Your Organization Utah Tourism Conference May 13, 2010 Presented by: Rahe Hospitality Services (303) 722-1608 www.raheservices.com

  2. Building a Service Culture must be: • Strategic, Systematic • Consistent across all departments • Driven and modeled from the top • Service Vision • What does “Service Excellence” look like in Your organization? • Establishing the Vision • Communicating the Vision • Turning the Vision into New Behaviors

  3. Is your Service Vision… • Easy to remember? • Easy to explain? • Customer-focused? Does it reflect your culture? • A Service Vision can be stated as: • An outcome – “Every guest will leave…” • A pledge – “I commit to…” • An attitude about the guest – “Each guest…” 3

  4. Service Innovation Brainstorm! 3 Lists • What existing behaviors/activities could we do better? • What new behaviors/activities should we add? • What behaviors/activities should we eliminate? 3 Ideas • What are the Action Steps to turn these ideas into reality? • Barriers? Costs? Timeline? 4

  5. Are your systems in place to support your vision? • Recruiting/Hiring • Training • Goal-Setting/Measurement • Evaluation/Feedback • Motivation/Rewards • Empowerment • Communication

  6. Components Of Community-Wide Welcome Programs • Community-Wide Training • Incentive Programs • Welcome Signage/Messages • Transportation Issues • Ambassador Programs A Strategic, Systematic, Consistent, Leader-Driven Service Culture results in: Invest in Your Future – Be Famous for your Service!

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