"BE AWESOME! NOT AVERAGE."
7 Steps to AWESOME Hospitality

Webster’s Dictionary defines average as: common and ordinary. 

No hotel, resort or person for that matter wants to be described as common, ordinary or average!  Average is just ok, it’s not great and it’s not awful. That’s why “average” is dangerous. Average is the enemy of excellence in any organization. When being “average” becomes acceptable, awesome is impossible.   

“Average” service is bland, boring, indifferent, mundane, and can be very aggravating to Guests who are paying sometimes very high prices for a room in your hotel. The main problem with “average” in most hotels and resorts is that it is contagious. One employee delivers “average” service and it spreads like wildfire. Unless there are those exceptional employees able to resist the inertia of “average” the whole department easily becomes “average.”

The “BE AWESOME! NOT AVERAGE.” programs are engaging, career altering and create powerful momentum necessary to breakthrough the inertia of “average” performance. The 7 steps that make up the AWESOME Hospitality program have been specifically chosen because they are the key steps necessary for AWESOME customer service to take place in the hospitality arena.  As many of the top hotels in the world have demonstrated, you cannot have AWESOME service without each one of these steps.  All of the “BE AWESOME! NOT AVERAGE.” programs focus on key steps that are memorable and include entertaining and valuable skill building and extensive role playing exercises that help your team put the “BE AWESOME! NOT AVERAGE.” principles into practice immediately.  

THE “BE AWESOME! NOT AVERAGE.” PROGRAMS WILL IMMEDIATELY:

• Motivate your employees to be Awesome not Average, Magnificent instead of Mediocre!

• Show your employees how to present themselves with friendliness, confidence and professionalism on a consistent basis.

• Inspire your employees to use 12 POWER WORDS and PHRASES that WOW Guests and demonstrate AWESOME service every time. 

• Demonstrate the BE AWESOME I.Q. TECHNIQUE (Incredible Questions) that takes the mundane questions Guests ask repeatedly and turns them into Incredible moments!

• Eliminate the use of the casual and slang “No problem,” that is used in epidemic proportions today.

• Reveal a surprise method for creating exceptional articulation and outstanding confidence for those who speak English as their second language.

• Highlight the importance of being “Warmly Welcoming” with each Guest instead of indifferent, boring or bland - which can happen when employees are dealing with a large number of Guests each day.

• Generate enthusiasm, ownership and accountability for your key indicator scores for Guest satisfaction, loyalty, friendliness and helpfulness.

• Establish a system for continuous improvement long after the training is over.

THE “BE AWESOME! NOT AVERAGE.” PROGRAMS CAN BE CUSTOMIZED FOR THE FOLLOWING DEPARTMENTS:

You may include employees from all departments in one class, or if you prefer, you can customize the program to be specific for these departments:

• 7 Steps to AWESOME Front Office Hospitality

• 7 Steps to Being an AWESOME Operator

• 7 Steps to AWESOME and Elegant Banquets

• 7 Steps to AWESOME and Elegant Dining

• 7 Steps to AWESOME and Elegant Room Service

• 7 Steps to the Ultimate Spa Experience

The AWESOME Manager

Unfortunately being “average” is far too easy. Being AWESOME takes challenging ones self to be the best, it takes energy, skill, direction and consistent guidance. The key to creating a world-class AWESOME operation rests in the hands of your managers.

Your managers must maintain the focus on being consistently AWESOME on the frontlines so that the inertia of “average” doesn’t creep back in. And consistency on the frontlines is purely a result of focus and accountability at the management level. 

What are your managers focused on?  

Are they holding your frontline employees accountable for the things that matter the most to you and your Guests? Without effective managers, skilled at giving clear coaching and feedback on a regular basis, the skills learned may not be reinforced for long-term retention. This powerful, insightful and results driven program is the key to the success of all the “BE AWESOME! NOT AVERAGE.” programs.

The following is a list of additional training programs offered on topics vital to hotels, resorts and hospitality professionals: 

COMMUNICATIONS

• High-Impact Presentation Skills for the Pre-Convention Meeting

• Advanced Presentation Skills for Convention Service Managers

• Public Speaking with Power and Pizzazz!

• Training for the In-House Trainer

IMAGE AND GROOMING

• Creating a Five-Star Image:  How to Dress, Talk & Act for Success

• Your Professional Appearance:  Creating a Five-Star Look

 LEADERSHIP

• E.Q vs. I.Q.:  Mastering Emotional Intelligence for Effective Leadership

• Make It Happen:  The Manager’s Guide to Effectively Enforcing Your  Grooming Standards

• The Leader’s Edge:  Supervising Your People with Excellence  (Two Days)

TEAM BUILDING

• Creating a Dynamic Team

• Teambuilding for Troubled Teams

CALL TODAY FOR YOUR FREE “BE AWESOME! NOT AVERAGE.” CONSULTATION:

If you want to ensure consistently Awesome service throughout all areas of your hotel please contact Alicia Ashley today for your free consultation. Phone her at 949.387.8735 or EMAIL here.

All programs are 3 ½ - 4 hours in length and are customized to meet your needs and utilize a variety of skill building exercises.