Creating a Culture of Guest Service - Key Insight #3
“Your front-line staff must feel valued, appreciated, and empowered. ”
This isn’t about how much you pay them. This is about how you make them feel. You are asking them to take care of your guest but how do you take care of them? When they arrive, do they get a warm welcome or are just told what to do and where to go. You also must give them the tools and resources to solve a guest problem WITHOUT your approval. This is critical to delivering a high level, guest focused operation, no matter what the environment.
‘Rockstar Racemaker’ cards the MoonShot recognition team issued to fan facing staff members during Formula 1 Crypto.com Miami Grand Prix 2023.
We included a QR code that staff could scan in order to recognise their other teammates.
To drive a culture of guest service, you must show your staff what it means to be valued and appreciated. MoonShot’s Matt Lynch shares his experience of staff appreciation during his time at the MLB’s Atlanta Braves;
“We had so many staff focused initiatives including anniversary and military service pins, retail discounts and a gameday staff store, game tickets, monthly on the field “staff members of the month” and an end of season red carpet event. We also had a recognition program that included peer to peer recognition, supervisor/leader recognition, guest feedback recognition and “wow” experience recognition. Staff would be given different colour chips that they could redeem in the staff store for Braves items ranging from keyrings to “Gameday Staff” branded backpacks. We also developed a Gameday Staff brand just for them, that we put on clothing, their staff uniform, fridge magnets and many other items. This gave them an identity and our staff loved it.”
Atlanta Braves ‘Gameday Staff’ brand, created to give staff identity.
If you are looking for help with staff motivation, appreciation and recognition, at MoonShot, we have the skills and expertise to help you with the next steps, to take your guest experience to the next level! Fill out the form to find out more!
People want to feel cared for and appreciated. You are asking your staff to take care of your guests so why would you not have a strategy to take care of them?
Recognition ‘goodie’ bags issued by the MoonShot recognition team at the NFL Munich Games 2022.
Staff member photo recognition with sign.
Team photo recognition with signs.
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