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Page 84 APRIL 2018 | RETAILERS FORUM MAGAZINE

forumworkshop

FORUM WORKSHOP

continued...

Next, each department supervisor conducts

department-specific training with their staff.

Using the Radisson Service Assessment, employees

evaluate the quality of service in employee-guest

situations against Radisson's

guest service standards. They also practice applying

the four "Yes I Can" key service skills

and meeting service standards in tough service

situations.

THESE KEY SERVICE PROMISES ARE:

1) meet & exceed guest expectations

2) communicate effectively

3) work as a team, and

4) handle difficult situations effectively

The follow-up program is a series of one hour

monthly departmental meetings where Radisson's

service standards are further defined for

each specific department. These sessions also

involve employees in goal setting and action

planning to improve the department's weak

areas of service. Star performers are rewarded.

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