June’s Guest Services Topic

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Depending on who you may talk to, the number of C’s for good customer service may fluctuate.  The number varies from 5 to 10. For this month’s Guest Service Topic I’ve settled on 8 C’s that I will outline for you in preparation for the busy summer season that is just around the corner. 

• Contact
• Communication
• Courtesy
• Compassion
• Commitment
• Competence
• Consistency
• Credibility

I’d like to begin with Contact because without contact between you and our Guests, absolutely nothing would get accomplished, no tickets sold, no Hotel Guess checked in, no food orders taken. As I have mentioned previously, we should all be practicing the 8-Foot Rule and acknowledging Guests within an 8-foot zone around you. Making eye contact and greeting them with a warm, sincere and appropriately timed greeting – “Good morning, welcome to Moody Gardens.” I strongly suggest coming up with a helpful comment or question following your initial greeting that you feel comfortable with.

 a) “How can I be of assistance?” 

b) “Do you have a question?” 

or c) “Are you finding everything okay?”  

By finding that greeting and phrase that rolls off your tongue, you will also find that it will become easier to strike up a conversation with our Guests. Make a game out of it. Strive to be the first to break the ice.  You may not always get a response, but the good responses often lead to a helpful interaction for our Guests that may have been too shy themselves to ask for your assistance.  

We have discussed our next C on numerous occasions because it is crucial to every Guest interaction. Simply put, Communication involves the exchange of information either by speaking, writing or using some other medium to convey information. When interacting with our guests, we should be communicating in a clear and concise manner while maintaining eye contact. Make the Guest in front of you the primary focus at that moment. Listen to them carefully and completely, asking any necessary questions when the opportunity presents itself. Do not interrupt the Guest. Also, by repeating their request or their questions back to them, it shows the Guest that you are listening, which will assist you in clarifying their questions and/or requests thus satisfying their wishes quickly. Actively listening is key to creating a mutually productive interaction with our Guests. 

Courtesy is extremely important! Why?  Because the lack of a courteous demeanor can shape not only the interaction but also the overall Guest experience in a very negative way. Greeting our Guests warmly and treating them respectfully sets a positive tone and sets the Guest at ease. Remember – A Smile and a friendly demeanor can make the difference between a good experience and a great experience for our Guests. Keep in mind, that stressful Guest interactions occasionally do occur and by maintaining courtesy in those situations can make the “less than happy” Guest calmer and more cooperative, which can result in a positive outcome for everyone involved. In the long run, being polite and courteous can also result in Guests returning to visit with us in the future. 

When discussing Compassion, we should also remember the word empathy, which we discussed in the January Guest Services Topic - Empathy is defined as the ability to understand and share the feelings of another individual. When putting ourselves in “our guest’s shoes” and seeing things from their perspective… Although both words are very similar, compassion goes a bit further than empathy.  Showing compassion is not just feeling or sharing the feelings of another but also wanting to do something to help them. As we interact with our Guests we should all genuinely wish to assist our Guests get the most out of their visit to Moody Gardens because by doing so, those Guests may share their positive experience with their friends, in addition to possibly visiting Moody Gardens again.  

Everyone working at Moody Gardens, can make the Commitment to providing our Guests with the best customer service each day by doing just a few simple things –

a. Being mentally and physically prepared for your day and the many Guests that you will encounter during your shift.

b. Greeting our Guests with a warm smile and friendly demeanor.

c. Focusing on the Guest in front of you and actively engaging with that Guest to provide them with the service they require whether they are buying tickets, ordering lunch or asking for directions.

d. Treating the Guest how you would like to be treated on your vacation while striving to provide them with potentially the best Guest experience.

e. All of the above!

Competence is a trait that we all look for in a Team Member whether that person works in Guest Services, Maintenance, Curatorial or Food & Beverage. Competence in the form of a capable and knowledgeable staff can substantially influence customer satisfaction, as well as the overall Guest experience. There are many great examples of competence in customer service such as staff that are skilled at  a) understanding Guest’s needs quickly and efficiently, b) being extremely knowledgeable about Moody Gardens products and services (hotel room packages, current attractions ticket offerings or restaurant specials), or c) being able to troubleshoot and solve Guest issues quickly.  I’m sure that staff in your area or department may be competent with other valuable skills not mentioned that may also be extremely helpful with Moody Gardens Guest satisfaction.  

When I think of the word Consistency, I think of it in the context of providing a consistent of level of customer service at Moody Gardens. Staff striving to provide a certain level of service each and every day whether it’s with clean, spacious and luxurious hotel rooms, knowledgeable and courteous Hotel Front Desk or Attractions Ticketing staff, top-notch dining experiences or fun, exciting and engaging attractions.  Basically, everyone trying to build and maintain a high standard of quality service for our Guests.  As I wrote that, it reminded me of Mr. Zendt’s maxim “Great amenities are not enough, when courtesy and service are lacking.” Setting that goal of courtesy and service and doing our best to reach it if not surpass it daily.     

The final word, Credibility is the result of combining all of the other C’s to provide the best Guest Service Experience. By doing so, it builds credibility and trust not only with our Guests, but also in the community and among our contemporaries.  That positive reputation leads to new Guests and repeat business. 

As you read through this month’s topic, you may have noticed that we have discussed a couple of these terms previously. Why?  Simply put, no matter how you frame customer service, it will always boil down to a few basic concepts that will are integral to our Guest interactions and ultimately their satisfaction.   

Please prepare yourself and your staff for a stellar summer experience for everyone (both staff and our Guests) by reviewing June’s Guests Service Topic with your new and seasoned staff. You can also post or make this and the previous month’s topics available in your meeting space for staff to review at their leisure. 

Tim Raeke 

Attractions Guest Services Manager

Summer is the time for BBQ’s, poolside fun and family vacations. A time for relaxing and making memories! For many vacationers, Moody Gardens will be chosen as their summer fun getaway and planning for the increased Guest attendance we could expect is just as important as putting on sunscreen before heading out for a day at the beach.

Many of our Guests may not be familiar with everything Moody Gardens has to offer and the manner in which we greet and interact with our Guests to respond to their questions, give them directions, sell them tickets, serve them in the restaurant or check them in at the Hotel will ultimately affect how much they enjoy their visit and whether they will return in the future and/or recommend Moody Gardens to their family and friends.

Along with increased attendance, summer always brings fresh faces to join our staff and contribute to our Moody Gardens Team from June through August. With our newest staff members in mind, I’m going to keep it simple this month.

First and foremost, it’s as simple as having a smile and remembering The Golden Rule – Treat others as you would like to be treated. Put yourself in the Guest’s shoes and provide them the kindness and service experience that you would like to have during your vacation.

Practice The 8-foot Rule and acknowledge Guests within an 8-foot zone around you. Make eye contact and greet them with a warm, sincere and appropriately timed greeting – “Good morning, welcome to Moody Gardens! Are you finding everything okay?” OR “How can I be of assistance?”

Communication is very important to any Guest interaction and there are many essential components to making the interaction successful. By smiling, looking the Guest in the eye and focusing entirely on that Guest in front of you, it will show that Guest how important they are to you and to Moody Gardens. Speak clearly and be friendly, positive and polite. When asked how to get Palm Beach, the Hotel Pool, Shearn’s, the Spa, or the Convention Center, please keep the directions simple.

Above all else, Go the Extra Mile to make our Guests feel special! They have made a choice to spend their time and money with us. Make them glad that they visited Moody Gardens!

Wrapping it all up, I would suggest thinking of these bullet points as you begin your shift –

· The Golden Rule – Treat others as you would like to be treated.

· The 8-foot Rule.

· Successful Communication

o Smile and Look the Guest in the Eye.

o Focus on the Guest in Front of you!

o Speak Clearly.

o Be Friendly, Positive and Polite.

o Keep Directions Simple.

· Go the Extra Mile.

Compliment OR Complaint

Following these guidelines = Compliment, while NOT using these guidelines may lead to a Complaint.

Please prepare yourself and your staff for a successful and stellar summer experience for everyone (both staff and our Guests) by reviewing May’s Guest Services Topic with your new and seasoned staff. You can also post or make this and the previous month’s topics available in your meeting space for staff to review at their leisure.

Tim Raeke

Attractions Guest Services Manager