2. Service Training Who Pays Your Wages ? Our Guests !

3. AGENDA Why Are We Here? Who/What Are We? How We Need To Do It?

6. It’s All About Consistently Delivering Our Competitive Advantage

7. What Is Our Competitive Advantage? Unparalleled Beauty Great Product Great People 60,000 Indoor Water Park. Outdoor Water Park Championship 18 Hole Golf Course Fantastic Horseback Riding Old West Town 3,000 Acres Built To Be The Best Quality upgrades to everything: beds, linens, furniture, televisions Cable t.v., telephones, pools, meeting rooms, public spaces, etc… Great Location and Great Products are nothing without the service staff around! We pick only those who take pride and ownership in what they do!

8. How important is one guest ? A family of 4 stays once a year for an average of 1.75 nights at an average rate of $ 229.00 per night. $ 18.00 X 4 X 1.75 = $ 126.00 While at the Resort each person in the family spends another $ 18.00 per day on food, beverage, gift shop and games. A guest who has at least a good experience will tell an average of 10 people about Wild Moon Ranch and an average of 3 of those people will try us out. $ 526.75 x 3 new guests = $ 1,580.25 + original guest @ 526.75 = $ 2,107.00 $ 229.00 X 1.75 = $ 400.75 Total = $ 526.75 Now picture a guest who has less then an acceptable experience……. How Much Does That Cost Us ?

9. Who Are Our Guests? Where Do Our Guests Come From ? Individuals On Local Business Groups On Local Business Individuals Traveling Through On Business Groups Traveling Through On Business Individuals Traveling For Pleasure Families Traveling For Pleasure Individuals, Families, and Groups Traveling To Wild Moon Sports Teams Wedding Groups Extended Stays/Displaced Individuals and Families Our Unique Location Gives Us Dozens Of Different Types Of Guests Most come from within a 150 Mile Radius From Double JJ Some travel from half way around the world.

10. How Do Guests Here About Us? Radio Advertising Television Advertising Newspaper Advertising Magazine Advertising Coupons / Valpak Inserts Web Based Marketing Direct Mail Advertisements Word of Mouth Our best source of advertising is………. Word of Mouth Accounts for over 60% of our business

11. What separates us from the competition……. Incredible Scenery Full Service Resort Better Lodging Facilities Indoor Water Park Horseback Riding Fantastic Theming Snow Tubing Better Value BETTER STAFF BETTER SERVICE

12. Hotels & vacation packages The Typical Lifespan of A Guest Experience When does the Double JJ guest experience start? When they first make their reservation. Where does the Double JJ Ranch Guest Experience Take Place? Everywhere – Arena Lobby, Cabins, next to a lake, Arena, Stables, Activities, In the woods When does the Double JJ Ranch guest experience end? Sometimes Right After Departing Sometimes A Day Later Sometimes Several Days Later Sometimes Never

13. Extreme Guest Service Training How will you impress them today? What will bring them back tomorrow? Wow them with a buildings and attractions worth over $ 25,000,000.00 (and growing)! Theme, Theme, and more Theme Clean, comfortable, safe, family environment 1000 incredible acres Great Water Park. World Class Golf. Amazing fall foliage Fantastic Horses in their prime available for rides Miles of trails Great Restaurants Peace and Quiet Great Setting Luxury Log Homes, Condos Rodeo Old West Town Great Resort Packages Extreme Guest Service 45

14. Extreme Guest Service Training What will bring them back tomorrow? Wow them with a one of a kind location with one of a kind service Theme, Theme, and more Theme Clean, comfortable, safe, family environment Great Resort Packages Extreme Guest Service 1000 incredible acres Great Water Park. World Class Golf. Amazing fall foliage Fantastic Horses in their prime available for rides Miles of trails Great Restaurants Peace and Quiet Great Setting Luxury Log Homes, Condos Rodeo Old West Town

15. Extreme Guest Service Training What will bring them back tomorrow? The Double JJ Spirit Each and every employee here is EQUALLY IMPORTANT when it comes to the guest experience. Whether you work as a landscaper, housekeeper, manager, cook, bartender, guest service agent, Or wrangler…… Everyone here is equally important to the success of Double JJ Ranch…..

16. Double JJ Spirit Guest Service Training What is Double JJ Service ? It is more than a word it is an attitude ! It is the way you Smile It is the way you Speak It is the way you Carry Yourself It is the way you Listen It is the way you come in the building, leave for the night, order your food Talk on the payphone, cross your arms, it is everything you do in our Resort!

17. Extreme Guest Service Training What will bring them back tomorrow? Extreme Guest Service When is the most important guest contact made? “Whether good or bad, IMPRESSIONS are made all day, all night, all the time!” Constantly! Where is the most important guest contact made? Everywhere!

18. Extreme Guest Service Training What will bring them back tomorrow? Extreme Guest Service We are not employees, we are __________ Every Thing You Say Everything You Do The Way You Conduct Yourself Is always scrutinized by your guests. ACTORS on a stage.

19. Whether good or bad, IMPRESSIONS are made all day, all night, all the time!”

20. Extreme Aloha Guest Service Training Extreme Guest Service Training Taking Customer Service To The Extreme What we do:What we should do: Sell the guest only what they ask for. Ask guests ”Can I help You?” React To guest needs. Be Pro-Active to guest needs. Use a themed greeting and warmly ask the guests what you can do for them. Sell the guest what they ask for and then recognize the guests other needs and assist them with all other needs. i.e. locker rental, splash cash. Give the guest information they ask for. Give the guest all of the information they are going to need to get the most out of their visit. Watch the guest as they leave. Use a themed thank you As the guest leaves and invite them back.

21. Extreme Guest Service Training Use Body Language OrdinaryPioneer Attitude See a guest walkingMake eye contact and use the 20/10 rule 10’ or closer – smile and give a greeting 20’ or closer- make eye contact and smile Sitting at the greeter stationStanding with hands out of pockets Walking by a piece of paper on the ground Stop and pick up the piece of paper on the ground Watching someone carrying too much lugage Offer to carry some of the luggage for the person. You walk by a table with trash on it.You stop and pick up the trash. You are in the restroom and see used towels on the floor You pick up the towels and take them out to the proper bin

22. Double JJ Guest Service Training Things To Remember Is…… We are in the entertainment business. We must treat every guest as if they are the most important person. (period) More importantly we must demonstrate to every guest that their visit is as important to us as it is to them.

23. Attitudes Are Infectious Choose A Good One Every Day!

24. There is time in the life of every problem that it is Small enough to see yet Large enough to solve.

25. Extreme Guest Service Training “You Can Dream, Create, and Build The Most Wonderful Place In The World…. But It Requires People To Make The Dream A Reality” Walt Disney

26. Extreme Guest Service Training A Shared Vision What is our vision? Fundamental Commitment Enroll in the vision by making a fundamental personal promise to live it. Be It Start with yourself and hold yourself accountable to living the vision every day Coach It Empower the vision community to coach each other all day, every day The vision will only come true when everyone is “Being It” every day You must believe in the vision and see the value of the vision You have to help each other to keep the vision going… you have to give Permission to be “coached”. Find a way to make it fun!

27. Hotels & vacation packages The Typical Lifespan of A Guest Experience When does the Double JJ guest experience start? When they first make their reservation. Where does the Double JJ Guest Experience Take Place? Everywhere – Lobby, Guest Room, Cabins, Gift Shop, Arcade, Front Desk, Water Park, Restaurant When does the Double JJ guest experience end? Sometimes Right After Departing Sometimes A Day Later Sometimes Several Days Later Sometimes Never

28. Extreme Guest Service Training What will bring them back tomorrow? The Pioneer Spirit Each and every employee here is EQUALLY IMPORTANT when it comes to the guest experience. Whether you work as a lifeguard, housekeeper, manager, cook, bartender, guest service agent, game technician, or a party attendant…… Everyone here is equally important to the success of Double JJ

29. Telephone Skills Training

30. Extreme Guest Service Training Who Pays Your Wages ? Our Guests !

32. Blueprint of A Telephone Call

33. Everyone Stand Up! Sit Down When You Would Hang Up The Phone How Many Rings Would You Tolerate 123 4 5 6 7891011121413

34. Everyone Stand Up! Sit Down When You Would Hang Up The Phone How Long Would You Stay On Hold? Why would you hang up? What would you be thinking? What can you do to avoid this situation?

35. Blueprint of A Telephone Call Set-Up Prompt Answer Proper Greeting Smile In Voice Not Rushed Good English

36. Blueprint of A Telephone Call Set-Up Prompt Answer Proper Greeting Smile In Voice Not Rushed Good English Answer Within 3 Rings! Ask To Place Someone On Hold Offer To Call Back If Going To Be On Hold More Then 2 Minutes Professional Warm Greeting You must speak with a pleasant tone of voice projecting an image that you want to assist the caller. Speak with a sense of urgency but not rushed A guest may feel that you are too busy to assist. The caller must be able to understand you!

37. Blueprint of A Telephone Call Set-Up Pitch Prompt Answer Proper Greeting Smile In Voice Not Rushed Good English 3 Standard Questions Benefits/Features Before Price

38. Blueprint of A Telephone Call Set-Up Pitch Prompt Answer Proper Greeting Smile In Voice Not Rushed Good English 3 Standard Questions Benefits/Features Before Price You Must Ask: Have You Stayed With Us Before? What Brings You To The Area/ Traveling On Business or Pleasure Have Your Heard About Double JJ? BBR=Benefits Before Price Paint The Picture Of The Resort Before Quoting a Price Features of Cabins Then Resort

39. Blueprint of A Telephone Call 1.)Have You Stayed With Us Before? If the guest has stayed with you before you can make the reservation up to 3x’s as fast. From guest history you can see previous room type and rate. This gives you and idea of what to quote this time. Provides Better Customer Service 3 Mandatory Questions 2.) What brings you to the area/ Traveling on Business of Pleasure ? If the caller is not a repeat guest you need to find out what is bringing them to the area. Are they part of a larger group (corporate, sport team, wedding). What features are they going to be looking for (see BBR). Provides Better Customer Service 3.) Have You Heard About Double JJ? Over 60% of Double JJ Business Comes From Word Of Mouth There Are Still Many People Who Do Not Know About Wild Moon Many Business People Will Bring Their Families On A Future Visit

40. Blueprint of A Telephone Call Benefits Before Price (B.B.R.)

41. Blueprint of A Telephone Call Benefits Before Price (B.B.R.) If the caller has never been to your property you are starting with a blank canvas. Or, worse yet you may be starting with a canvas that has quite a poor picture. Pretty NiceNot Pretty

42. Features Before Price! We offer exceptional products and facilities but we demand higher prices. Which sounds better I have a cabin with two double beds for $85.00. Or I have a deluxe Golf Course View Condo adjacent to the Indoor Water Park and Restaurants, your room will have a full kitchen, Cable TV and a view you cant match. Our rooms also feature 36” color televisions with over 100 cable stations. We have rental golf clubs, a fantastic indoor water park to weather proof your vacation. You can also enjoy A great meal in an old west setting at the Back Forty. If book a package that include horse back riding in advance we will give you 20% off for all riders.

43. Do Either Of These Hotels Look Appealing? Callers May Envision Hotels Like This When They Are Calling If You Do Not “Paint The Picture”

44. A hotel room is one of the most perishable items in the world. You must understand that each and every room that sits vacant tonight (or any night) is potential revenue lost forever. Hence The Need For Our “NO WALK POLICY” If there are rooms to sell ( and you are not going to sell out) tonight, or for any future date. It is your job to take the proper steps to ensure that the guest stays at your hotel or one of our other hotels. On nights that you are going to sell out, it is your job to create the desire in the guest to return. “NO WALK POLICY”

45. Blueprint of A Telephone Call Set-Up Pitch Offer Prompt Answer Proper Greeting Smile In Voice Not Rushed Good English 3 Standard Questions Benefits/Features Before Price Ask For Reservation While Quoting The Rate Quote Rack Rate 1 st Fade/Refer When Necessary As you are quoting a rate you must say: “May I Make That Reservation For You?” Don’t Give Away A Discount That Has Not Been Asked For It is extremely rare that all of our rooms are sold out in advance. If you cannot negotiate, then refer to another property

46. Blueprint of A Telephone Call Set-Up Pitch Offer Conclusion Prompt Answer Proper Greeting Smile In Voice Not Rushed Good English 3 Standard Questions Benefits/Features Before Price Quote Rack Rate 1 st Ask For Reservation While Quoting The Rate Fade/Refer When Necessary All Information 3x’s Cancellation Policy Offer To Make Another Reservation Thank Guest For The Business

47. Blueprint of A Telephone Call Set-Up Pitch OfferConclusion Prompt Answer Proper Greeting Smile In Voice Not Rushed Good English 3 Standard Questions Benefits/Features Before Price Quote Rack Rate 1 st Ask For Reservation While Quoting The Rate Fade/Refer When Necessary All Information 3x’s Cancellation Policy Offer To Make Another Reservation Thank Guest For The Business You must read back: Arrival,Departure,Rate At least 3x’s during call. You must give Cancellation policy. You Must Offer To Make Another Reservation And Thank The Caller For Calling

48. The Selling Process The negotiating process: Negotiating is a very challenging part of your job. But on some days it is the most important. What are some of the scenarios that you have come across that are challenging to deal with? The “ I’m just checking price and availability” The “Let Me Go and Check With My Spouse” The “ I’m just going to go and park my car” The “Why is that guy getting a lower rate than me?” The “Are you crazy?, I saw a sign just down the road for half that price”

49. Front Desk Training Seminar Customer Service Exercise #1 It is 9:15 p.m. on a Friday night and you are at a 70% occupancy with rooms available. Your rack rate is $270.00 for a large cabin. A walk in guest calls from Rock City and asks if you have Cabins available. What do you first say to the guest? The guest then states that they are going to go and check with their spouse, what should you say then? The same situation as above but it is 9:30 a.m. in the morning?

50. Front Desk Training Seminar Customer Service Exercise #2 It is noon on a Tuesday and you have someone on the telephone wanting to know if you have rooms available on Friday Night and what the rate would be. What do you say to the guest on the telephone? The guest then proceeds to once again ask about the rate, and you quote the rate. (you have 30% of your rooms available at the time). The guest then says that he was just checking around. What should you say at that point?

51. Front Desk Training Seminar Customer Service Exercise #3 A guest calls you and is booking a room. The guest tells you that they are coming to Rock City to go to the park and are looking for somewhere to stay? What should you do?

52. Front Desk Training Seminar Customer Service Exercise #4 A guest walks in and asks you if you have any Cabins available. It has been a very busy night and you only have 3 Cabins left. You quote the guest your type and rate, and the guest responds by telling you he can stay at a cabin across the street for ½ the price what should you do?