Welcome! Mary McKee, EVP Operations Valor Hospitality

Emotionally connecting with your guests and creating a cultural connection with your associates Morning Session

What is emotion? “a natural instinctive state of mind deriving from one's circumstances, mood, or relationships with others” GladSadMadScared

Guest Empathy Authentic Surprise & Delight Honesty Respect Affecting the Guest’s Emotion How did we make you FEEL?

A G i v e n – K e e p i n g i n m i n d – t h e g u e s t m a y N O T a l w a y s b e r i g h t b u t t h e y a r e a l w a y s t h e g u e s t. Respect An Absolute because it builds trust. Honest hearts produce honest actions. Honesty Being aware of others needs, wants, expectations, and emotions. Social Awareness Empathy Be transparent, truthful, and REAL Authentic Do the unexpected to emotionally connect Surprise & Delight

Creating a Cultural Connection with the Associates Happy Associates = Happy Guests = Happy Owners $$

The attitudes and behavior characteristic of a particular social group Culture Definition: It is NOT: -A Checklist -A Demand -Controlled Discipline

Leadership Associate TrustTransparencyGrowth Work/Life Balance RecognitionPassionInspire

Coaching Chatter  Provide Feedback  All leadership positions should be exhausted at the end of the day from talking!  Positive and Corrective Feedback  Immediate- Real Time Self Discipline is the ultimate goal!

How do you Celebrate with the team?

Take Care of Yourself Take Care of Each Other Take Care of this Place

Where did the time go? “Free Time”? – Taking the children to school, practice, games. Taking care of spouses, pets, older parents.

Questions?

Afternoon Session Training and Operations: Developing Standards and Training Programs

Experience Engineering Walk in the guest shoes Define the Experience Execute

Experience Exercise  Website – is it easy to navigate? Have you made a reservation?  Reservations – Do you call back? If so when? Is it through website?  Travel – How easy are the directions? Are there landmarks? What does Google Maps, MapQuest, GPS tell the guest to do?  Entrance Drive – How does it make you feel?  Entrance to the property?  Who is the 1 st staff member the guest is engaged with?  Unloading of luggage? Do you assist?  Check in process. Do you know the guest?  Getting to the guest room?  The key? Are the doors easily opened.  Entrance into guest room – what does the guest see?

What is a Standard? -Consistent desired output of an experience - Defined product -Defined placement of a product -Defined Process Why have a Standard? -Consistency - Guest Expectation -Associate Training

Standards SafetyConditionYour BrandCleanliness Standard Categories

Guest Security Guest Room Access and Guest Information Emergency Procedures Recreational Safety Procedures Safety What is your cleaning process for guest rooms Associate Areas Recreational Areas Public Space Cleanliness Everything in working order Preventative Maintenance Work Orders Condition Training Products Product Placement Environment – music, lighting, smell Your Brand Developing Standard Operating Procedures

Training KnowledgeSkill = Confident, “Guest Ready” Associate

Knowledge  Property Facts  Hours of Operation for dining and recreational activities  Amenities Offered  Location of guest rooms, cottages, villas, golf course, stables, parking, other recreational activities  Position Specific  Food & Beverage – Menu knowledge  Guest Service – system, property, local area  Recreational – knowledge of equipment How do we know they know?.....Test!

Skill  Guest Interaction  All positions. Using culture as foundation  Position Specific – Use “Steps of Service” approach  How to clean a guest room  How to check a guest in and receive  How to serve a guest breakfast  How to check in for recreational activities How do we know they can execute the skill?.....Observe! Role Play.

Engineer ExperienceDefine StandardsCreate SOPsTrain – Knowledge & SkillTest and Observe

Questions?