Guest Expereince Model- APGA 2013

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Chuck Ross:

Chuck Ross Guest Experience Manager Longwood Gardens

From Gardeners, Groundskeepers to Greeters- How to Create a Culture of Guest Services in your Garden.:

From Gardeners, Groundskeepers to Greeters- How to Create a Culture of Guest Services in your Garden.

PowerPoint Presentation:

Setting the Stage ……. “ The fundamental aim of the place is to do everything that is attempted in a first class way…” P.S. duPont 1912 Steps of Service Series

PowerPoint Presentation:

Longwood Gardens is the living legacy of Pierre S. du Pont, inspiring people through excellence in garden design, horticulture, education and the arts. Longwood Gardens is one of the great gardens of the world. We strive for innovation in horticulture and display. We present the arts in an unparalleled setting to bring pleasure and inspire the imagination of our guests. We contribute to society through excellent and diverse education programs, horticultural research, environmental stewardship, and cultural and community engagement. Our Mission Our Vision

Core Values:

Core Values Excellence We continue Pierre S. du Pont’s passion for excellence through innovation, creativity, experimentation, and professional development. Professional Leadership The advancement of public horticulture is central to our role as a global leader in our field. We actively share intellectual capital, provide mentorship and embrace collaboration. Fiscal Alignment Our sound governance and financial practices support our mission and vision while ensuring that Longwood thrives in perpetuity. Stewardship We are committed to conservation and sustainable practices. Community Engagement We strive to ensure that we are relevant, accessible and welcoming to everyone.

The Experience:

The Experience Creating a culture of Guest Service Excellence is a journey Achieve an extraordinary guest experience

How did We get here?:

How did We get here? Adopted a Strategic Plan -2009 Goal-Achieve an extraordinary guest experience Implemented a process to access guests Establish a cross department guest task force Defined Extraordinary guest service Benchmarked world class institutions Steps of service Set measurable goals KPI’s-Key Performance Indicators Achieve an extraordinary guest experience

Guest Centric Task Team :

Guest Centric Task Team Achieve an extraordinary guest experience

The Guest Centric Task Team:

The Guest Centric Task Team

Longwood Philosophy:

Longwood Philosophy Horticulture Education The Arts

Who is the Guest:

Who is the Guest Everyone Internal and External Guests Vendors Peer Visitors *Always be on Stage Achieve an extraordinary guest experience

Guest Centric Model:

Guest Centric Model Achieve an extraordinary guest experience

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You ARE Your Public Garden

Guest Centric Model:

Guest Centric Model Achieve an extraordinary guest experience

4 steps of service:

4 steps of service 1 . Deliver a genuine first impression 2. Engage our guest 3. Exceed our guest expectations 4. Cultivate loyalty in our guest Achieve an extraordinary guest experience

Resolution is:

Resolution is Achieve an extraordinary guest experience Guest Always Exceed The Expectation Guest Always Exceed The Expectation the solution

Guest Centric Model:

Guest Centric Model Achieve an extraordinary guest experience

Provide the know how :

Provide the know how Training and Education for Everyone Professional Training Programs on : The Art of Engaging the Guest Anticipating the Guest Guest Resolution Solutions Self-Educating Tools Share point Line up Website Plant Explorer Seasonal Highlights LWG Handy Fact Book CE Classes Performing Arts Season Achieve an extraordinary guest experience

Guest Centric Model:

Guest Centric Model Achieve an extraordinary guest experience

Measure The Experience:

Measure The Experience On-site/On-line Surveys Focus groups Achieve an extraordinary guest experience

Guest Centric Model:

Guest Centric Model Achieve an extraordinary guest experience

Communicate the Results :

Communicate the Results Where? Sharepoint- Intranet Line up Team meetings What? KPI’s Would you recommend Longwood to a friend? Overall Rating Value Achieve an extraordinary guest experience

Achieving An Extraordinary Guest Experience:

Achieving An Extraordinary Guest Experience Achieve an extraordinary guest experience

The Process:

The Process Creating a culture of Guest Service Excellence is a journey….. Achieve an extraordinary guest experience

Guest service is a culture:

Guest service is a culture How do we build and maintain this culture? Selecting the right people On-boarding Training Re-training Re-training Re-training Achieve an extraordinary guest experience

GUEST EXPERIENCE ACADEMY:

GUEST EXPERIENCE ACADEMY Launch pilot p rogram for external organizations– September 2013 Our goal is to enhance the Guest Experience for Cultural Institutions Two day educational and experiential workshop Tool kit to build your own Guest Experience Model Steps of Service Series

Guests buy an experience not a ticket:

Guests buy an experience not a ticket Achieve an extraordinary guest experience

PowerPoint Presentation:

No part of this presentation may be reproduced or transmitted in any form or by any means, electronic, mechanical, photocopying, recording, or otherwise, without written permission of the American Public Gardens Association. Copyright © 2013 by the American Public Gardens Association. All rights reserved. The American Public Gardens Association V ision: A world where public gardens are indispensable APGA 2013 Garden Evolution Conference _______________________________________________

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