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Page 86 APRIL 2018 | RETAILERS FORUM MAGAZINE

forumworkshop

FORUM WORKSHOP

continued in next issue ...

A "Yes I Can" team is

made up of a selected

group of line employees

who represent all

departments in the

hotel. A manager works

with the team. on a

monthly basis, to increase

communication

and understanding between departments

and

to suggest and help implement

strategies for

resolving problems and

improving quality service. Employee newsletters,

employee bulletin boards, lunches for "Yes

I Can" star performers and other motivational

and communications vehicles are used on a

regular basis to reinforce the program.

The key to the "Yes I Can" program

is the Management Training provided to all

department heads and supervisors so they

not only understand how to implement

the program, but also comprehend the

vital role they play in keeping the

"Yes I Can" attitude alive.

Managers are asked to model the Radisson

Standards of service by treating employees in

the same manner that the "Yes I Can" program

asks employees to treat their guests. They are

also taught how to recognize and support the

actions of the employees who make "Yes I Can"

guest service decisions - even when the service

situation could have been handled differently.

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