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DENVER’S HOSPITALITY TRAINING

DENVER’S HOSPITALITY TRAINING OVERVIEW A city-wide hospitality training program that focuses on Denver as a destination. VISION Exceptional hospitality is a way of life in Denver. Visitors leave with positive memorable experiences to share and the desire to return to our city. WHY?

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DENVER’S HOSPITALITY TRAINING

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  1. DENVER’S HOSPITALITY TRAINING

  2. OVERVIEW A city-wide hospitality training program that focuses on Denver as a destination. VISION Exceptional hospitality is a way of life in Denver. Visitors leave with positive memorable experiences to share and the desire to return to our city.

  3. WHY? • Tourism maintains and creates jobs • Over $3.1 billion in visitor spending was generated in 2008 • Mystery shopping feedback • Reactive vs. proactive hospitality • Experiential destinations are driving both leisure and business travel

  4. KEY SEGMENTS • Hotels and Lodging • Restaurants • Attractions & Retail • Transportation • Venues & Services • Airport

  5. Training & Education • Certification Training • Creating leaders at locations in every segment • Dates: 5/12/09; 9/22/09 • 50 Participants • Road Shows • Delivered by trained facilitators • 60 minute customized versions • Videos for orientations and training • Train the Trainer: 6/10/09 COMPONENTS

  6. WHAT IS IT? ENERGETICALLY GREET EVERYONE EXPLAIN WHAT MAKES DENVER GREAT TAKE TIME TO LISTEN REDUCE GUESS WORK ASK IF THERE IS ANYTHING ELSE THEY NEED

  7. COMPONENTS • Communication • Quarterly “What’s New” updates • Delivered in email format • Easy Reference Guide & Workbook • “Go the Extra Mile” Microsite

  8. COMPONENTS • Rewards & Recognition • Ongoing Rewards & Recognition • Go the EXTRA Mile Service Excellence Award • For hospitality front line representatives • Nominated by peers, managers and visitors • Monthly winners selected • Secret Shopper Program • GTXM award winners serve as “secret shoppers.”

  9. Get your organization involved • Designate key individuals to get certified • Schedule Road Shows at your location • Champion Go the EXTRAMile • Communicate with your peers • Make hospitality a way of life for you and your employees • Donate door prizes to honor participants • Nominate someone for an award • Invite us to present at your next meeting YOUR ROLE

  10. SPONSORS • City and County of Denver • Sage Hospitality Resources • Denver International Airport • Colorado History Museum • Denver Yellow Cab • Super Shuttle • Cherry Creek North • Hertz

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