Creating a Culture of Guest Service - Key Insight #4
“Your front-line must be held accountable for the fan experience and leaders MUST walk the walk.”
MoonShot’s Matt Lynch talks about his experience of accountability and how to ensure frontline staff follow your standards;
When I worked at Disney World when I was 19, I remember a leader walking around picking up trash, almost every shift I had at EPCOT. I also once remember a leader stopping a cast member when they walked by a piece of trash and didn’t pick it up. They were respectful but held the cast member accountable. You must set operational norms and hold staff accountable to those norms. Your leaders also have to live and die by them.
Additionally, set “culture” check-ins with staff, like daily briefings. These check-ins don’t have to be long, but they need to be focused. For instance, use this time to provide feedback from guests or recognise staff for “living your experience standards” or your values. Give specific information about what that staff member did and what actions and behaviours made a difference to the guest experience. Give examples of what service recovery looks like and what resources are available to staff to take care of your guests.
It’s all about what happens when a staff member is one-on-one with a guest. What are they doing to ensure that every interaction is positive and memorable for that guest?
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If you are looking for help with staff training, engagement and motivation, 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!
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