Page 10 - PDF try by Q

Guest Service

Asian Heart Grooming
Service Worksop
Experience
Program-

Flash Card

B
B
_________________________________________________ ________________________________________________
The program aims to ensure Team Members are able to This workshop equips Team Members with the knowledge
deliver existing and new service standards and to drive their and skills of personal hygiene, full make-up, hair styling
behavioral changes. It also supports Asian Heart Moments of
Truth guiding principles: and etiquette.
(1) Delight the customer:Our service must be delivered in the
Department
best interest of the customer, to delight them _________________________________________________
(2) Safeguard the company: Our service must not in any way All operating departments
harm ourselves, the business or the company
(3) No personal gains: Our service must not deliver us any _________________________________________________
Team member
personal gains from the customer
Team Members in iconic positions
Department
_________________________________________________
Table Games, Electronic Games, Cage, GPC, Casino Cutomer _________________________________________________
Services, Customer Customer Servies – Jinmen, F&B, Hotel On demand
Ops, Housejeeping, Environmental Services, Security,
Resort Services, Teleservices, Transportation, and Cross
Functions (applied to all BOH and FOH departments) _________________________________________________
1.5 hours (male) / 2.5 hours (female) classroom training
Team member
_________________________________________________
Team Members of targeted departments _________________________________________________
_________________________________________________ • Brand image & team member image
On demand • Personal hygiene and skin care

_________________________________________________ • Full make-up
Classroom training & pre-shift brieng; 5 minutes each card • Hair styling
• Etiquette
_________________________________________________
• Anticipatory service: This activity card describes
situations that occur at GEG with guests. Team Members
provide examples of how they can be anticipatory to
provide the service.
• Behavioural situations: This activity card describes
common customer situations and provides GEG best
practices.
• Courtesy & manners: This activity card helps Team
Members practice courtesy and manners through the
service they provide.
• Personalized service: This activity card helps Team
Members practice a range of skills, knowledge and
behaviours that allow them to personalise customers'
service experiences.
• Product knowledge: This activity card is in a quiz format.
Through verbal questioning, Team Members develop
knowledge of GEG service and product what are specic
to their department.

08 Internal Use