Customer Service Training Comes To Midland Resort

Earlier this week our entire staff went through customer service training. We were exposed to a wide range of questions and scenarios which motivated us to realize the importance and value of our individual positions.

For the line level staff the most reported “ah ha” moments were centered on the importance of taking pride in the specific job they were doing. Another “ah ha” moment came when they were brought to the realization that every customer they encounter is a little piece of their lives. I can not express how impactful it has been for each of our employees to come to understand how each guest who comes to our facility, through their patronage, is making each employees life standard possible. Each guest by choosing our hotel is helping each employee have the income on which to build dreams, mold futures and shape the lives of their families. I am so proud that each employee at our hotel grasps how valuable each person who comes to our facility truly is.

 Our management team also went through a training session to learn how to better communicate with staff members, guests and with one another. Since the training we have brainstormed how we could enrich the skills of our management team by tapping into the strength of each member and sharing knowledge. We have decided that each month one member of our team will share a skill they have that the other managers can most benefit from. All members of management will participate regardless of experience, time in the company or industry.  Some of the topics that we will share with one another are time management, optimism in the work place, fact finding, team building and project management.

More import was the confirmation that we must make investments in our staff. We must empower them, we must cultivate talent and we must give each member of the company room to grow. When we invest in our staff and in our selves we are able to build a company where people choose to work, where they are proud to work and where they truly enjoy what they are doing. It is so simple and so clear. Happy, cared for people will offer great service experiences because they want to, not because they have to.

This training was a “ah ha” moment for each member of our team in some way. It is empowering to collectively be aware of how our attitudes, attentiveness and actions are truly what define our hotel from every other. I want to recommend customer service training to all of you who are leaders of service driven businesses. It was truly an enriching experience for our management and our staff.  

Quote form Millisa Getgood, General Manager “It has been really exciting to feel this renewed sense of team spirit. It feels good to see everyone so excited to move towards excellence. Our future is truly bright.”