创造和维护优质游客体验（Creating and Maintaining the Guest Experience)

Course Description

This course will introduce you to the fundamentals of providing guest service at your attraction. Contents of the course include Guest Service Basics, Going Above and Beyond for Your Guests, and How to Create Lifelong Loyalty. Throughout each of the three modules, you will be introduced to best practices and examples of how you can implement guest service strategies into your operation and team culture. When you start working these tactics into your routine, your guests will not only appreciate it, but you will also sense the joy and fulfillment of creating memorable experiences for others.

This 60-minute course includes videos, inline activities, real-life scenarios, and a knowledge check to reinforce the concepts. This is an excellent course for any team member, especially frontline employees, new hires, or employees returning for the new season.

Course Objectives

• Define guest service and explain why a strong service-oriented culture is important for an attraction
• Explore service behaviors that will meet and exceed guests’ expectations
• Identify the importance of guest complaints and know how to effectively resolve service failures
• Recognize guest loyalty and implement incentives to encourage repeat visits

Details

 CEUs: 1.0

 Training Time: 60 minutes

Language: American English, Spanish, Simplified Chinese

 Key Features: Inline Activities, Videos, Post-Assessment