Page 0043

forumworkshop

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

e m p l o y e e s

who make

"Yes I Can"

guest service

decisions -

even when

the service situation

could

have been handled differently. Whether the action was

right or wrong, it is important supervisors reinforce

the fact that the employee was

acting on the guest's behalf. Techniques are

covered on how to respectfully coach employees to

improve their guest service skills, and all

hotel management staffs are asked to examine

policies and procedures to ensure that they do

not hinder the employees' ability to give "Yes I

Can" service.

FORUM WORKSHOP

continued...

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