The Chamber's Tourism Taskforce is pleased to present the 2018 TALES Customer Service and Hospitality Training. TALES stands for Tourism and Leisure Exchange Summit and our theme is, "Your town is their adventure"! This year, we're partnering with Workforce NY to offer employers up to 50% reimbursement per employee. Keep reading for additional details!
When: Tuesday, May 22, 2018 ● 8:30am-4:15pm
Where: Watkins Glen Harbor Hotel ● 16 North Franklin Street ● Watkins Glen, New York
What is it: This action-packed day of informative seminars will focus on the keys of providing great customer service, outstanding hospitality, and building customer relationships. Happy, satisfied customers spend more money, make more return visits, and tell their friends about their experience with businesses they love. Attendees will leave with the tools they need to provide a stellar experience to all guests and thereby increasing their business' bottom line.
Who should attend: Frontline staff and managers from restaurants, retail shops, tasting rooms, salons, lodging facilities, museums, galleries, and beyond! This isn't just limited to tourism-based businesses. Anyone who interacts with the public on a daily basis will find this training valuable. No matter where you fall in the hierarchy your employment situation, you will walk away from the TALES Hospitality Training with new and improved skills, fresh ways of thinking, and plenty of real-world knowledge that you can implement right away to be more successful!
How much does it cost? $75 per person for chamber members, $100 for non-chamber members. CSS Workforce New York has announced an opportunity for employers to receive up to 50% reimbursement per employee for those who attend the program! Let us know if you're interested and we can put you in touch with them!
Registration is open now! View and print the Registration Form here or download it to open it as a fillable PDF form.
Registration has been extended to May 16, 2018. Please return your registration to Brittany Gibson via:
Mail or In-Person: 214 N. Franklin Street, Watkins Glen, NY 14891
The Schedule: Our Seminars and Speakers
8:00am - 9:00am Registration and Breakfast: Get settled in for a day of seminars with a hearty breakfast and the opportunity to chat and catch up with colleagues as well as meet new faces!
9:00am - 9:05am Welcome: Rebekah Carroll, President and CEO, Watkins Glen Area Chamber of Commerce
9:05am - 9:35am Keynote: Josiah Brown, The NY Sherpa. The New York Sherpa, who sometimes goes by Josiah Brown at family functions, has logged over 600,000 miles throughout New York State for the last 10 years. Josiah is a New York Tourism Leader. The brain and the passion behind New York’s Best Experiences®, The Sherpa lives for recommending the best kept secrets New York has to offer. He coined the tagline “Because We’ve Been There”, because well, he has.
9:40am - 10:30am Overview of Tourism Assets in Schuyler County: Brittany Gibson, Tourism and Marketing Manager, Watkins Glen Area Chamber of Commerce
10:35am - 11:25am Conducting Yourself in A Positive, Welcoming Light: Josh Teeter, Environmental Educator, NYS Parks
11:30am - 12:20pm Front-line Employees: The BEST Representatives of Your Brand: Regina Wagner, Manager of Guest Services Relations, Corning Museum of Glass
12:30pm - 1:15pm Lunch and Networking
1:20pm - 2:10pm Make That Sale: How To Be A Great Salesperson: Brandon Seager
2:15pm - 3:05pm What Happens When Things Go Wrong: Identifying Service Recovery Opportunities and Making the Most of the Them: Scott Merrick, Signature Worldwide
3:10pm - 4:00pm Make Your Customer's Count: Building Customer Loyalty and Disney's Seven Service Guidelines, Brandon Seager
4:05pm Closing Remarks
Key training objectives:
- Identifying service recovery opportunities. Special emphasis should be placed on providing the nuts and bolts of what to do in a negative situation. How can you turn it around? What if you can’t turn it around? How do you recover and move forward?
- Be able to speak knowledgeably regarding the many experiences and attractions (including defining itineraries and options) available throughout Schuyler County. We are all ambassadors for the region and this session will empower you with the information you need to represent the region well and answer all sorts of guest/visitor/customer questions.
- How to conduct yourself in a positive, welcoming light when interacting with visitors of all demographics, ages, and nationalities.
- How to be a great sales person – including basic sales techniques as well as how to upsell.
- Understanding how individuals fit into the overall brand of a “place”. Special emphasis on the importance of leadership and/or management communicating a vision and getting every team member on-board and understanding of how they play an integral role in this vision and how they impact customer experience.
- Building customer loyalty. Weaving in the overarching themes of Disney’s Seven Service Guidelines.