Page 1 - From the Desk of HR October 2019

FROM THE DESK OF HR

October

Message from our General Manager
Dear All,

We just ended our 100+ Days of Hospitality during Customer Service Week. I
cannot think of a better way to close this chapter of another successful period. I
want to thank you all for your commitment, perseverance, hard work and
dedication during these past few months. I am sure you have noted that a smile
goes a very long way.
When we focus on Guest Obsession, showing our guests how much we value
and appreciate them by going the extra mile in the service we extend, by being
friendly and showing compassion, our guests feel that we truly care.

The past few months were dedicated to customer service and ensuring guest
satisfaction by applying our newly introduced LE²A²D and WELCOME standard
operating procedures. Consistently making our guests feel Welcome whenever
they visit our property or our department and always listening, empathizing &
engaging, apologizing & acting and finally delighting our guests creating that
“WOW” effect.
The guest comments are a clear indication of our actions. Though we may not
TABLE OF CONTENTS
always be ready to recite the SOP’s when called upon, we have all taken away
 MESSAGE FROM OUR GENERAL MAN-
the key aspects and we have adopted this new process to Create Memorable
AGER Vacations for our guests and owners because they keep commenting about our
 BIRTHDAYS AND ANNIVERSARIES friendliness, genuine smiles, excellent service and courteous demeanor.
 ACTIVITIES CALENDAR
As we enter the final quarter of the year, I would like to ask your continued
 HOUSEKEEPING WEEK
commitment to our purpose and for all of us to keep providing the excellent
 ACTIVITIS SPONSOR A MILE
service our guests have grown accustomed to. Consistency is key. We practice
 EARTH CHECK—R U OK?
Guest Obsession making them feel special. Making them feel that they are all
 SCHOOL CLEANUP AT TARCISUIS
that matters while we interact with them making their day better and putting a
SCHOOL
smile on their face while they enjoy our beautiful island and unique resort. Keep
 MEDALLIA WINNERS FOR THE MONTH the LE²A²D acronym in mind as you interact and engage with your guests and
OF SEPTEMBER always make them feel WELCOME. And at the end of every interaction
 MEDALLIA MOST MENTIONED remember to ask:
 UPCOMING EVENTS
“Is there anything else I can assist you with?”

Best,

Joe

“We Create Memorable Vacations”