1. Kate Simons Assistant Director of Human Resources
AFAA
2007
Presented by:
Kate Simons Assistant Director of Human Resources

2. BROADMOOR MISSION STATEMENT
To go above and beyond our guest’s expectations through our commitment to maintaining a positive attitude, providing exemplary service and superior accommodations.

3. Every Employee Recruiting and Selecting the BEST
Employee Recognition Programs
Employee Events
Open Forum
Using Guest Feedback

4. Every Guest…

5. Every Guest Why must we always focus on guest service?
Customer expectations are always getting higher
Competition is more intense than ever
Service is a strategic advantage in today’s market
Providing a memorable guest experience brings reward to all of us

6. Every Guest
Make eye contact, smile and greet the guest or employee immediately.
Use the guest’s or employee’s name.
Escort guests or employees to their requested location.
Immediately approach a guest or employee who seems to be lost and offer assistance.
Learn what is expected from your department so you can anticipate the needs of the guests and employees you service.
Follow up on requests, even when it is not the duty of your department.

7. Every Guest Never say: “I don’t know.” Say: “I’ll find out.”
Never appear hurried, even if you are very busy.
If unable to comply with a guest’s wishes, offer an alternative. Avoid negative expressions like: “That’s against hotel policy.” or “This is not my table.”
Keep the BROADMOOR spotless! If you see something that is out of place, pick it up! Remember, we are all a part of the BROADMOOR Beautification Committee.

8. Every Guest
Act professionally in public areas at all times. Stand erect and avoid leaning against walls or furniture.
Always recommend the BROADMOOR’S restaurants and shops to our guests before suggesting other alternatives.
Take “ownership” of a guest’s problem. Ensure the matter is resolved and that the guest is satisfied with your solution.

9. Taking the Problem to Heart
Every Guest
Taking the Problem to Heart
Hear what they have to say
Empathize with them
Apologize for the situation
Respond to their need by
Taking action and following up

10. Every Guest Respond to a guest’s request within 10 minutes.
Know the services the hotel offers and the location of banquet facilities and meeting rooms.
Go the extra mile!

11. of Truth” “Moments Every Guest Jan Carlson
Scandinavian Airline Systems

12. Every Time… Service must be the language
Mission
Standards
Internal Guests
Repetition
Fostering culture with Training Programs
Culture is shaped by leaders

13. Kate Simons Assistant Director of HR
Presented by:
Kate Simons Assistant Director of HR
(719)
Our Special Thanks to:
For more information, contact Bill Asbury, President or