We attended a Mile High Club Manager's meeting today in which the educational program was provided Ms. Erica Murphy, Training Manager for the Broadmoor Hotel.  No wonder that resort excels.  Between July 1, 2007 and December 31, 2007, 87 different training sessions were conducted with each class lasting between 3 to 4 hours. 

The mission statement of the Broadmoor  is, “To go above and beyond our guest's expectations through our commitment to commitment to maintaining a positive attitude, providing exemplary service and superior accommodations.” 

Erica felt that the key to implementing the mission statement was in the hiring process.  "You can teach a turkey to climb a tree, but it is a lot easier to find a squirrel."  You can teach the mechanics of any job.  You can't install the smile and the love of serving people.

The Broadmoor's Service Standards are:

1.  Make eye, contact, smile and greet the guest or employee immediately (if within a 10 foot range.)

2.  Use the guest's or employee's name.

3.  Escort guests or employees to their requested location.

4.  Immediately approach a guest or employee who seems to be lost and offer them assistance.

5.  Learn what is expected from your department so that you can anticipate the needs of the guest and employees you service.

6.  Follow up on requests, even when it is not the duty of your department.

7.  Never say, "I don't know."  Say:  "I’ll find out."  I don't know translated, means you don't care.

8.  Never appear hurried even if you are very busy.

9.  If unable to comply with a guest's wishes, offer them an alternatives.  Avoid negative expressions like:  That's against hotel policy,"  or "This is not my table."

10.  Keep the Broadmoor spotless.  If you see something that is out of place, pick it up!  Remember, we are all a part of the Broadmoor Beautification Committee.

11.  Act professionally in public areas at all times.  Stand erect and avoid leaning against walls or furniture.

12.  Always recommend the Broadmoor restaurants and shop to our guests before suggesting other alternatives.

13. Take "ownership" of a guest's problem.  Ensure the matter is resolved and that the guest is satisfied with your solution.

14,  Respond to a guest's request within 10 minutes.

15.  Know the services the hotel offers and the local of banquet facilities and meeting rooms.

16. Go the extra mile!