April Guest Service Topic

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 Being Prepared to Make a Memorable First Impression 

For this installment, let’s discuss two topics that I feel are closely linked – First Impressions and Being Prepared to make that first impression memorable and successful for our Moody Gardens’ Guests.

As I have outlined at a previous Managers Meeting, First Impressions are very important whether you are interviewing for a job, meeting the parents of a girlfriend/boyfriend, or interacting with the public here at Moody Gardens.

By utilizing these six First Impressions Tips, your Guest interactions can go much more smoothly and leave you with a feeling of accomplishment, while the Guests will walk away with a smile and a feeling of satisfaction.

• Smile
• Make Eye Contact
• Look Neat, Clean, and Professional
• Acknowledge the Guest
• Be Friendly & Helpful
• Project Warmth with Appropriate Open & Inviting Body Language

Open body language can best be described as non-verbal communication (through posture and gestures) that indicates approachability, comfort and receptivity. Examples include uncrossed arms or legs, relaxed posture, visible hands and eye contact. Open body language can encourage our Guests to approach and engage with you while also building a level of comfort and trust. 

Maintain the 8-foot Rule and acknowledge Guests within an 8-foot zone around you and always greet the Guest first! Greet them with a warm, sincere, and appropriate time-based greeting – “Good morning, welcome to

Moody Gardens! Are you finding everything okay?” Find a greeting that works for you.

 Preparing for your Guest interaction and a great first impression is simple and starts with your arrival at Moody Gardens. Guest interactions can often begin upon your arrival as you park and get out of the car. Please arrive on time, dressed appropriately and professionally in your designated uniform and prepared to start your day. 

• On Time
• Shirt tail in
• Phone earbuds put away/out of sight
• Positive Attitude
• Shining Personality
• Ready to interact with our Guests