La Cabana Beach & Racquet Club recently orchestrated a number of training sessions designed to increase awareness to Hospitality Happens Here, a program instituted at the resort in line of its mission, vision and values.
The training educated associates on how to WOW guests meet and exceed their expectations, incorporating customer focus in every aspect of resort life.
Instructors Greta de Cuba, Rosanne Roy and Aichel Lynch facilitated several training sessions on the important subject, inviting all resort associates to participate.
As a follow up on the training, the resort’s Eagle Team launched a comprehensive fourteen week awareness campaign linking Hospitality Happens Here with Seven Powerful Hospitality Habits and a number of Magical Words.
The program in its entirety serves to encourage associates to embrace the Seven Powerful Hospitality Habits, as well as make regular use of the Magical Words in their interactions with guests.
Department Heads whose mission is to direct and coach associates, signed a document to demonstrate their full support of the awareness campaign. They committed to introduce, review, and explain the Hospitality Happens Here principles, to promote role play and observe their associates in how they apply their knowledge and skills to guests’ experiences, in pursuit of the desired WOW effect.
The Eagle Team also divulged that it will conduct an audit among associates every two weeks, to evaluate progress and monitor guests’ experience via frequent surveys, publishing the results.
During the launch ceremony, Damian Tromp, Eagle Team Board President, read the commitment statement out loud and handed it to the General Manager, Joe Najjar for his signature, demonstrating his endorsement of the program.
Pictured here the launch of Hospitality Happens Here, designed to raise the already high guest satisfaction scores at the island’s favorite family resort. The program was blessed by cute fairy Tatiana, who sprinkled some magic dust on the documents signed, making them an instant, magical reality!