St. Louis. St. Lou Is... All Within Reach.
Training & Development
Let’s face it – everybody could use a little help when it comes to dealing with customers and difficult situations. Luckily, the St. Louis Convention & Visitors Commission (CVC) is offering two programs that can help you help your employees create a positive guest experience – even when you’re not standing over their shoulder.
St. Lou is... Hospitality
This program is a customer service introduction designed for frontline employees. These are the ones who can make or break a guest’s experience with your brand. Clear expectations are the number one driver of employee performance – or better yet, if you don’t tell them what you expect from them, how will they ever know? This program helps let your employee know what the expectations are from your guests and help them realize what they need to do – or not do - to make guests feel welcome. "St. Lou is... Hospitality" is a training program that clarifies what simple actions and behaviors make an impact on visitors. The module covers:
- How St. Louis advertises and positions itself as a destination
- The value tourism has for all of us
- First impressions, our personal appearance
- Greeting our guests
- Other communication – listening and phone etiquette
- Handling problem situations and viewing them as guest opportunities
- Thanking guests and inviting them back
Approximately 2 1/2 hours in length
Cost is $15 per employee
Training Dates
September
September 24 - 10 a.m.
October
October 22 - 2 p.m.
November
November 19 - 10 a.m.
December
December 10 - 2 p.m.
St. Lou is... Me
This brand awareness program is designed to work for all levels of your organization – plus, it’s a lot of fun. "St. Lou is... Me" empowers your employees to own your guest’s experience, becoming St. Louis ambassadors in the process. Clever ads and our unique attractions draw visitors to St. Louis initially, but they leave here remembering the people. Each of us works for a specific organization or company, but at the same time we have to remember that our words and actions represent St. Louis. We’ll help remind your employees what makes St. Louis unique and send them back to you with new information on the St. Louis brand, our region and help them handle visitors’ misperceptions of St. Louis. How, you ask? Well, it goes a little something like this:
- Cover What is a brand? and show how the CVC is branding St. Louis
- Explain why tourism is so valuable
- Offer suggestions for frequently asked guest questions
- Provide some St. Louis trivia, including points of interest, famous locals, St. Louis attractions and St. Louis originals
- Help them handle common misperceptions about St. Louis
- Remind them why St. Louis is a great place to live, work and play
Approximately 2 1/2 hours in length
Currently free of charge to members
Training Dates
September
September 24 - 2 p.m.
October
October 22 - 10 a.m.
November
November 19 - 2 p.m.
December
December 10 - 10 a.m.
Classes will be held at America's Center. For more information or to reserve your spot, contact:
Lorraine Gustavis
314-992-0618
lgustavis@explorestlouis.com
