Setting Service Standards

One of the most satisfying moments in my work life was helping to create a set of service standards for a 1200 employee resort where I managed a 12 acre water facility with a lazy river and water slides. It truly was an ‘A-HA’ moment. Two words come to mind -

CLARITY and ALIGNMENT.

We came up with 35 separate standards under the word S.e.r.v.i.c.e that were made into a booklet. We knew that it wasn’t enough to have employee’s carry it in their pockets, how could we get them to carry them in their hearts? What made it successful is the following, 1. The standards came from collaboration with key players and not from corporate headquarters. 2. The standards were in the own words of the group. 3. A pocketbook was created to be worn or carried. 4. At the daily executive meeting a person was assigned to talk about each of the standards. This meant a little research and any handouts could be posted for all employees. The executive group had to talk about it daily which bought focus as it was rolled out to descending management groups 5. A different service standard was covered in all pre shift meetings on a daily basis. Some departments even delegated to each of their members a daily topic to cover, thus creative skits and presentations were born. 6. A recognition and reward card was developed when one of the standards was observed by fellow employees or management. 7. It became part of orientation and ongoing training Disney has a wonderfully simple operational standard.

Safety, Courtesy, Show and Efficiency

What I like about this personally is that you can hold up every one of your daily actions to these standards. When an employee is faced with a challenging situation they can do the same or when coaching an individual you can talk about what they did or more importantly what they can do next time. This will be true of your service standards. Shortly after developing these standards I received a guest complaint about a lifeguard that merited a formal counseling. I was able to coach with clarity and document each of the service standards that were not upheld. The following is a sample of my own standards I created for my current department using the STAR analogy. • S- Service • T- Take hospitality to the guest • A- Attention to detail • R- Respect Service 1. Be prepared to deliver service. You’re on stage at all times. 2. Always displays a positive attitude. Send the right signal. 3. Take Pride and ownership in everything you do. Be your best. 4. Be a star! Be a role model. 5. Our job is not what we do but who we do it for. I encourage you to develop your own service standards and develop a visual that represents each of these. that visual will help to reinforce your message These may not necessarily cover your Safety standards but remember, 'a dead guest is not a happy guest'.