Presentation Transcript

1. GUEST SERVICES
2. Introduction Our mission is to provide an excellent experience for each guest. This can be accomplished by having a friendly staff, a safe & clean venue, and exceptional services. Customer Service and providing a family friendly atmosphere is the number one priority while working at Utah State University. Giving 110 percent for the customer goes a long way in making their experience a memorable one. You are among the front line of employees who represent Utah State University. The image you project can reflect positively or negatively upon this university.
3. Customer Service There are a combination of skills and aspects that go along with giving great Customer Service such as An excellent First Impression Positive Attitude Being a Team Player Team (event) and Facility Knowledge Service Recovery Proper Image High Energy
4. First Impressions Smile and make eye contact with the guest. Welcome the guest to the Utah State University . Always be friendly and courteous Take advantage of the opportunity to go the extra mile and try to “wow” a guest
5. Attitude Have a great time and a positive attitude. Speak with enthusiasm and mean it “Welcome to Utah State University!” Respect and treat guest in a professional manner- do not use vulgar language Be sincere and interested in helping the customer. Remember to have fun!
6. Team Player Be willing to help others out and be open to accepting constructive criticism from others, because it only makes you and Guest Services better. Be pro-active and help out were you see a problem even if it is not in your area. We are a team, just like the one on the field, and it is important for us to work together in order to win the customers over in having a great experience. We are part of a network of service groups that make up the Guest Services Team.
7. Guest Service Teams Parking Guest Services Food Services Ticket Office Facilities Custodial USU Police USU Athletics
8. Knowledge The best Guest Services team is one that is well-informed about the event. Guests want to know that the front-line Guest Services team understands the facility and policies and then can provide accurate and quick answers. Always try to learn new ways to deliver high-quality, professional service to our guest. You can always learn new things! Policies and promotions are always changing so listen to supervisors as they update you about the changes at pre-event briefings.
9. Knowledge Read event notes, newspaper sports section, and watch T.V. broadcasts to learn more about the university events to be well-informed about the event. Everyone should have a good understanding of the layout of the stadium or arena and know where the location of important facilities Study building maps and be aware of your surroundings to know where the closest Restroom, ATM, Disability Seating, First-Aid room, Security, public phone, or just where you can go to buy a churro.
10. Romney Stadium
11. Service Recovery Our goal is to turn bad guest experiences into “memorable moments” by focusing on service recovery. Common guest service complaints: “The restroom/stadium seats are filthy!” “The food is cold/expensive, etc!” “Another guest is being obnoxious and disturbing me and my family!” “These ticket prices are too high”
12. Service Recovery Responding to a complaint Listen carefully and restate it to ensure you understand it. Acknowledge the guest feelings. Express empathy and take action or inform the guest what action is going to be taken and when it will happen. “That must be very upsetting.” “I understand how frustrated you must be.” “Lets see what I can do to remedy this.”
13. Image We want to present a positive and professional image to our guest. Be in complete uniform Shirts tucked in Don’t put stickers on any part of your uniform No more than 2 pins please Be properly groomed when you come to work Help keep a positive image of the stadium or arena by wiping up or sweeping spills when they happen in your area.
14. Energy Come to work like its your first day here, full of excitement and energy Be pro-active in helping guests If you see something that needs to be done, just do it. Don’t wait to have someone ask you to do it.
15. EMPLOYEE EXPECTATIONS
16. Appearance All Guest Services employees shall pay careful attention to their personal appearance. You are expected to maintain a neat and clean appearance at all times. Hair should be clean and well groomed when reporting to work. Extremes in hair styling and coloring are not permitted. Assigned uniforms must be clean and neat. Appearance must be in accordance with designated standards. Men must keep beards and mustaches neat and trimmed. Both men and women are not allowed to wear nose rings or any other type of visible body piercing. Hoop earnings for women are not acceptable. These standards apply to you whenever you are “on the clock,” or within public view.
17. Presentation Good grooming, hygiene, stance, and posture all leave a favorable impression. Taking a break in public view or being out of uniform in the public view is unacceptable. Unless a stool or chair is provided for you as part of your assignment, no sitting is permitted or leaning against railings Use your body language to portray an outgoing, friendly, and helpful person.
18. Seven Forbidden Phrases I don’t know What do you want me to do about it I can’t do anything about it I’m too busy right now to help you Any sentence beginning with “no” Nobody told me I can’t help you, I’m going on break
19. Things to Know Instead of “I’ll try,” say, “I will.” Instead of “Our policies,” say, “Our guidelines.” Instead of “I don’t know,” say, “Let me find out for you.” Instead of “… your problem,” say, “… the situation.” Instead of “You’ll have to..., say, “The best thing to do is …” Instead of “We can’t do that!” “What I CAN do for you is ...” Instead of “He’s not here!” “That person is not available at the moment, how can I help you?”
20. Half Life of a Complaint 4% of unhappy customers complain; 96% simply go away angry. For every customer complaint received, there are an average of 26 more people with problems; six of those are severe. Of those who complain, 56%-70% will do business with the company again, if the complaint is resolved. That goes up to 96% if it is resolved quickly! The average person who has a complaint tells 9-10 people about it. 13% tell more than 20 people. Customers whose complaints have been resolved, tell 5-6 people. Technical Assistance Research Programs
21. EMPLOYEE POLICIES
22. Scheduling The number of hours for employees to work varies and depends upon our event schedule. The number of hours you work will depend upon your job performance, dependability, and availability. Please use the website (www.usu.edu/facilities/events) to check when you will be working. Signing up does not guarantee that you will be scheduled.
23. Call Times The call time, when you are suppose to be at the building ready to go, varies depending on the event. Do not assume you know the call time, verify call times for each event. (WEBSITE) This is the time you should be ready to go, not parking the car, changing your clothes, etc. It is imperative that everyone arrive on time to guarantee we are in place and fully prepared prior to doors opening. Pre-game briefings will be done by your supervisor.
24. Cancellation If you are scheduled for an event, we expect you to be present and on time. However if you must cancel, a minimum of 24 hour notice is required. All offices have voice mail, and phones will be forwarded on event days. The more notice the better. There is no excuse for not calling.
25. No-Show A no show is defined as someone who fails to show for work and fails to make notification of their absence. Two no shows will result in a termination of employment. Termination may also come as a result of excessive excused absences or excessive tardiness.
26. Breaks Eating, drinking, using cell phones, reading books, and smoking are break time activities and are not permitted while on duty. Breaks will be coordinated by your supervisor. Break time activities should take place out of the public eye. It is against policy for concession workers to give away food. Do not solicit items from concession workers.
27. Pay Checks Your paycheck will be available on the 10th and 25th of each month. They will be in the deposited into the bank account that you have provided.
28. Disciplinary Procedure The University will, in all cases where it is practical, use progressive discipline when dealing with employees. Actions will be taken for adequate cause and may include the following:
29. Disciplinary Procedure (Cont.) 1. Oral reprimand or warning. 2. Written reprimand or warning. 3. Dismissal.
30. Disciplinary Procedure (Cont.) Any written documentation concerning discipline will be placed in the employees file and remain for one year. A combination of verbal and written warnings can result in termination. As an at-will employee, you are legally subject to dismissal at any time for cause or no cause, and the University reserves the right, in sole discretion, and when it deems warranted, to deviate from this progressive discipline policy.
31. Termination The following is a partial list of conduct that could result in immediate termination:
32. Termination ( Cont.) Unauthorized removal of an employees or guest’s personal property from the premises. Unauthorized removal of company property from the premises. Careless or willful destruction of, or damage to company property, or property of an associate or guest. Possessing, consuming, or being under the influence of alcoholic beverages or illegal drugs on company time or premises.
33. Termination ( Cont.) Failing to report to work without adequate justification. Willful falsification of company, personnel, employment, financial, and other records. Insubordination, or failure to carry out reasonable job assignments by the request of manager or supervisor. Fighting with or hitting another employee/guest or other similar disorderly conduct on premises or during working hours.
34. Termination ( Cont.) Ticket scalping. Improper use of ID badge (i.e. attempting to gain access to an event). Admittance of unauthorized people into the building.
35. DUTIES AND RESPONSIBILITIES Ticket Taker Usher
36. Ticket Taker GREET AND SMILE! Be aware of all special functions or activities that occur during the event. Be certain that each ticket or pass is valid by checking the date, time, color, event, performance, etc. Separate all tickets before tearing them. Admit guests with valid tickets into the building. Direct the guests in the general direction of their seating. Notify guests of items not allowed in the building. Count the number of tickets if instructed.
37. Usher Before an event each usher should do a complete sweep of his/her assigned area and report any problems (i.e. dirty/damaged seats, wet floors, loose hand rails...) to the supervisor. Assist guests with finding their seats. Receive and act on complaints from guests. Never let a guest’s problems go unanswered. If you can not provide satisfaction refer the problem to your supervisor. If you observe a guest with bottles, cans, or other disallowed items politely ask them to come with you and dispose of the items. If they will not cooperate refer the problem to security immediately.
38. Usher (Cont.) Always remain in a position where guests can see you, and where you can keep an eye on your assigned area. Walk your aisle and keep your eyes on the crowd during time-outs and breaks in the game/event. When walking the aisle face the crowd and note any irregularities such as cans or bottles. Always be alert to any objects being thrown. Keep aisle and portals clear of any spectators and playing children. Remember that you are not here for the game, keep your eyes on the crowd.
39. Any Questions???