Rocky Mountaineer - Service Excellence & Resolving Guest Concerns Training - Working Toward Creating Life Changing Experiencesl!
Rocky Mountaineer, known internationally as one of the most luxurious, unforgettable train experiences in the world is a seven-time winner of the ‘World’s Leading Travel Experience by Train” (World Travel Award), is listed as one of the “Top 5 trains in the world,” (Conde Nast Traveler and by Travel + Leisure Magazine), and as one of the “Best Life Changing Trips” (Western Living Magazine).
In the Fall of 2012 Rocky Mountaineer approached WorldHost Training Services to partner in delivering world class training for their Onboard Hosts, Destination and Station staff.
Customized Service Training Solutions
WorldHost Training Services, in close collaboration with Rocky Mountaineer, developed a customized Service Excellence workshop, for 160 staff, integrating Rocky Mountaineers highest standards of service focusing on supporting their corporate philosophy of “Creating Life Changing Experiences” for all guests from initial contact to their final farewell.
Following the resounding success of the customized WorldHost Service Excellence Training, a second session was added, in 2014 and 2015, to focus specifically on the area of exploring communication skills to effectively resolve guest concerns for the Guest Experience Call Centre, Destinations and Station staff.
The customized programs, along with the passion and energy of Rocky Mountaineer staff, provide an opportunity for all staff to confidently ensure a consistent level of world class performance standards and professionalism consistently resulting in positive recommendations to family and friends.
Harbour Air Group - Service To A Higher Level!
Harbour Air plays two important roles, one to deliver reliable, comfortable and exciting transportation and two, as promoter of tourism within British Columbia.
Harbour Air has seen significant changes to their location, size and operations and for that reason WorldHost Training Services was asked to develop customized workshops to enhance service skills, promote teamwork and retain and develop their customer base.
Customized Service Training Solutions
The first program, “Service Excellence Training” focused on ways to enhance the customer experience from the first point of contact to the spectacular flight and beyond. Specific service improvement suggestions were gathered at each of the 15 sessions and then compiled, reviewed and implemented wherever possible.
The second session, “Service to a Higher Level” focused on creating Harbour Air’s promise to their customers and exploring communication skills to effectively handle challenging conversations.
With the implementation of these two customized training solutions, Harbour Air was successful in achieving WorldHost Recognized Business status. Furthermore, the energy and passion every Harbour Air employee brings to their position ensures they will continue to be one of the Top 100 Employers and Best Managed Companies in Canada.
WorldHost has been proud to be part of their journey!
Grande Praire Airport - A WorldHost Experience!
In early Spring of 2012, the Grande Prairie Airport Commission ("GPAC") contacted WorldHost Training Services to increase their level of customer service excellence.
Customized Service Training Solution
The WorldHost Fundamentals and Service Across Cultures programs were customized to fit the needs of the GPAC.
These highly customized workshops were delivered in March and April and team members at all levels from Customer Service, Finance and Human Resources, Maintenance, Management, Marketing and the Viewpoint Restaurant & Lounge, attended.
Collective Service Approach
Having a collective service approach ties well to their Vision Statement, “A model airport for Canada’s smaller cities dedicated to exemplary customer service”. Although there is a designated Customer Service desk on site, everyone understands they are responsible to take action at any point of contact with their customers.
Doug Mark, Director, Terminal Services, commented, “The Grande Prairie Airport is committed to providing a high level of customer service both internally and externally; we believe that adding the WorldHost program to our training roster has helped us increase our service levels.” For further details, see their news release.
Coast Hotels & Resorts – Making it Right!
In the Fall of 2007, Coast Hotels & Resorts approached WorldHost Training Services to raise the level of customer service excellence in 35 properties in North America with training for about 2,700 Coast Ambassadors.
Customer Service Training Solution
The project involved the development of a customer service training solution to support Coast’s “Making it Right” corporate philosophy and heightening awareness of Coast Hotel & Resorts values with Coast Ambassadors.
Drawing from existing workshop content, and by conducting various focus groups with a cross representation of Coast Hotel & Resort management and frontline staff, the WorldHost team developed a cost effective, targeted training solution.
Two programs were introduced, “Coast Fundamentals” and “Making it Right”, along with customized Coast-branded training materials to support the learning.
Results and Next Steps
To date, the program has successfully completed 75 training sessions for 1,500 Coast Ambassadors in 30 different properties in B.C., Alberta, the Yukon and The Northwest Territories. The next phase of this customized solution is the introduction of WorldHost training for Coast Hotel and Resorts frontline supervisors.
WorldHost Training for the Taxi Industry
WorldHost training for the Taxi Industry is a component of the TaxiHost Program - Level One offered at the Pacific Traffic Education Centre with the Justice Institute of B.C. This program was created in 1995 with WorldHost Training Services acting as the lead consultant by obtaining input from all of the taxi industry stakeholders in the Greater Vancouver area.
Improved Level of Service
The customized program has elevated the level of service in the taxi industry and helped implement a standardized program that ensures a consistent level of performance standards and professional conduct for all taxicab drivers.
After 15 years of successful implementation, the program continues to thrive, as there have been over 7,000 participants who have completed the training in the Lower Mainland.