Luxury Workshop for Resort Includes a 3 Step Mission Statement Process: Become, Experience & Do

When a resort asked us to work with their Front Desk team to help develop a more consistent customer

Photos by Stephanie Hogue

experience for their guests, increase sales opportunities and "up" the level of luxury service in the minutia of the day-to-day communication for their high-end guests, we were thrilled to accept the challenge and custom-created a training that involved interviews with guests, management and co-workers as well as the front desk individuals themselves.  Revolution is never about a one-sided approach and our goal was to understand their unique needs and challenges from all angles.  After we came up with a Master Action Plan  for all, including an incentive plan to celebrate landmarks, create comradery and checks and balances to
keep everyone accountable and help ensure success, they were well on their way. As part of this plan, we created a customized departmental luxury workshop with champagne to welcome the hard working Front Desk Team and start the process of implementing some of the changes that were to take place.  One of the exciting things in which we led the department was that of creating a Departmental Mission Statement as it tied into the overall company (resort) Mission Statement.  The underlying theme of all training is that all people in an organization need to have a purpose, not just a job. When they feel they are part of a bigger picture and have a distinct and unique contribution and not just a "job", they are more successful.  Here are our top three steps in developing a successful Mission Statement that we integrate into the "whole" process of our training:

1.  Develop a Vision Statement - a "What We Want to Become"

2.  Develop an Essence Statement - "What We Want Our Customers to Experience"

3.  Develop the Mission Statement- "What We Must Do"

Having a segment of the overall training dedicated to a Departmental Mission Statement provided a sound

Photos by Stephanie Hogue

grounding base for the rest of the changes that were to take place in their department and the attendees appeared to really dig in and be a part of the process, as they saw themselves as part of the engines that drove the resort and realized how much power they ultimately had.
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