Creating Outstanding Experiences
Our Guest Experience Promise
Driven by our successful expansion which saw us almost double in size, national and international conventions that may never have considered Winnipeg before have started to take notice. They are coming and we are ready! So creating exceptional customer experiences and an experiential service has become a priority that is starting to set us apart.
Over a year ago, we connected with the Syer Hospitality Group Inc. which is one of North America’s preeminent authorities of Guest Experience Management. Through consulting, training workshops, coaching, educational seminars and a little mystery shopping, we developed a training plan, policy and promise for all convention centre staff.
“We have always focused on real good service but we realize in order to stay competitive and set us apart, we need to bring it up a notch,” said Carmyn Peppler, Director, Operations, Event Services and Food & Beverage. “We are the fourth largest convention centre in Canada so we need to ensure our service matches our new space. To be seen as a top tier convention centre, we know the importance of making emotional connections with our guests and creating outstanding experiences – every event, every guest, every day.”
In 2017, 286 employees including full-time, part-time and partners (ie security, parking and cleaning companies) received extensive training and signed a guest service promise. New staff continue to receive training by Corporate Trainer & Human Resource Coordinator Tina Boenders who has been hired to facilitate the program and implement phase 2.
“This year we will be reconnecting with Syer to continue the conversation. We look forward to refreshing our content and implementing an employee recognition program as part of the next phase of the program,” said Peppler.
To date, management observations and guest survey results have been impressive and encouraging. “We are confident we are on the right track,” Peppler added.