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Guest Service

WCAH SHOW

Service Service

Program Program

B B
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This departmental service program introduces "World Class This departmental service program introduces Broadway
Asian Heart" service philosophy and its 8 attributes. Team Macau's FUN & Festive service philosophy, and SHOW
Members will also learn the Key Impactful Behaviors of service model. Participants will also learn the Key Impactful
their departements, and undestand departmental Behaviors of their departements, and undestand
grooming standards and professional image. departmental grooming standards and professional image.

Department
Department
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Cage, Electronic Games, Table Games, Casino Customer Cage, Electronic Games, Table Games, Casino Customer
Services, Hotel Operations, Housekeeping, Environmental Services, Hotel Operations, Housekeeping, Environmental
Services, Food & Beverage Services, Food & Beverage, Security

Team member
Team member
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GM frontline Team Members, Supervisors and Managers of BW frontline Team Members, supervisors and managers of
operating departments operating departments
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On demand On demand

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4 - 8 hours classroom training 4 - 8 hours classroom training

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• “World Class Asian Heart” service philosophy SHOW service model
• Basic components of guest services- skills, attitude and • STAGE
knowledge - Property familiarization
• Service standards & key impactful behaviors (KIBs) - Product knowledge
• Grooming standards and professionalism - Professionalism & grooming
• HAPPENING
- Service standards
• ORIGINAL
- Guest journey
- Golden moments
• WOW
- Signature oerings

06 Internal Use