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GUEST

Asian Heart Guest Service
STAR Service

Service Experience
Program-
Program Communication

Tool

B B
_________________________________________________ _________________________________________________
This departmental service program introduces StarWorld’s The program aims to communicate and make Team
STAR service philosophy. Participants will also learn the Key Members familiar with existing and new service standards.
Impactful Behaviors of their departments, and understand
departmental grooming standards and professional image. It includes service standards and KIBs of 256 touch points in
Galaxy Macau, StarWorld and Broadway Macau.
Department
_________________________________________________
Department
SW frontline Team Members , supervisors and managers of _________________________________________________
operating departments Table Games, Electric Games, Cage, Casino Customer
Services, GPC Counter Operations, Hotel Operations,
Team member
_________________________________________________ Transportation, Housekeeping, Environmentl Services,
Team Members of targeted departments
Resort Services, Travel Agent, Teleservices, F&B, Security,
Entertainment, Relaxation, and Retail
_________________________________________________
On demand
Team member
_________________________________________________
_________________________________________________ Team Members of targeted departments
Learning mode and duration: 4-8 hours classroom training
_________________________________________________
_________________________________________________ On demand
STAR service model
• Service professional _________________________________________________
• Total guest satisfaction 1 hour classroom training or 5-10 minutes pre-shift brieng
• Asian Heart
• Role model
_________________________________________________
Service standards of:
• Brand image
• Greeting guests
• Interacting with and serving guests
• Farewelling guests

07
Internal Use