To cause guest satisfaction to happen you must view everything from the guest's perspective. We take a variety of scenarios into consideration and we ask ourselves - "What is the desired guest perception in that scenario"? We consider how a guest would describe the "perfect" experience when they are in your venue attending an event and this specific scenario occurs. We then embed the requisite skill-sets into your staff to equip them to deliver this "perfect" response. This is where PII-VENUE starts. It is one of the things that makes us unique.
The impression your guests will form about your venue will primarily be driven by Event Staff
Your challenge is getting the right skills to these fairly transient workers.
This group must convey approriate non-verbal skills - ATTITUDE, ENERGY, ATTENTIVENESS
They need solid inter-personal skills - ACTIVE LISTENING SKILLS, EMOTIONAL INTELLIGENCE, SUCCINCT COMMUNICATION SKILLS
They must convey a "service attitude" to guests.
They must be able to handle challenging guests.
They have to see and mitigate problems before they occur.
MANAGERS AND SUPERVISORS
This group must posses an "uber" set of the skills your event staff have.
In addition to these skills your managers and supervisors must know how to grab a situation and positively insert themselves into it.
They must be able to train and coach members of their teams.
They must be able to keep performance levels high and get their teams focused event after event.