Guest Excellence
A thriving Precinct - committed to excellence, every event, every person, every time
At Melbourne & Olympic Parks we are passionate about delivering world class customer experiences for every
person. We achieve this by seeking out the best talent to build an integrated team (across Melbourne &
Olympic Parks, our Business Partners and Contractors) of passionate and open-minded people who are
committed to continuously improving the experiences for our customers.
Putting the customer at the heart of everything we do is a core value of Melbourne & Olympic Parks.
Putting the customer at the heart of everything we do is a core value of Melbourne & Olympic Parks.
EASY WAYS TO PROVIDE AN EXCELLENT GUEST EXPERIENCE TO VISITORS
1
Greet guests with a smile and a warm hug
- First impressions count and last the rest of the event
- Make sure you use eye contact and your body language is welcoming
2
Know your venue & surroundings
- When in uniform, guests will approach you to ask questions about the event, venue or precinct
- Be familiar with the venue you are working in, the basics and any key facilities near your position
- Make sure you know the answers for any commonly asked questions
- Be professional in your approach and responses to guests
- Use key landmarks, facilities or door numbers to provide clear directions for guests
3
Be one step BEHIND
- Proactively engage and anticipate what a guest's needs are - offer to take a photo, help them scanning their ticket at a turnstile, ask if they need help with directions
- Always offer and ask to provide assistance - "May I help you?", "Are you ok?"
- Never say "I don't know" or "that is not my job", help direct them to the nearest information desk or person who can assist them. This A-Z guide should equip you with most important in addition to your Event Information/Briefing Notes, otherwise your supervisor or the VCC/SCC can assist.
- The customer is at the heart of everything we do
- Greet customers with a smile, offer a warm welcome, know your stuff & Surrounds, be one step ahead, a fond farewell
- Customer focused by demonstrating the M&OP values:
-
Collaboration
Achieving outcomes together and supportive of all people
Integrity - honest and respectful of others
Open Mindedness - create solutions, share ideas, listen and are considerate of others
Passion - love what I do, positive and driven to succeed
GUEST EXCELLENCE STARTS WITH YOU!
Attitude & Presentation
- Punctual
- Positive attitude & flexibility
- Adheres to the M&OP presentation and uniform standards
Effort & Accountability
- Ability to meet deadlines and perform under pressure
- Demonstrate commitment to the role and exceptions
- Shows initiative & effort
- Ability to take directions
Teamwork & Communication
- Is a team player and supports and works with the team to achieve great results
- Communication & interpersonal skills
Customer Focused
- The customer is at the heart of everything we do
- Greet customers with a smile, offer a warm welcome, know your stuff & Surrounds, be one step ahead, a fond farewell
- Customer focused by demonstrating the M&OP values:
-
Collaboration
Achieving outcomes together and supportive of all people
Integrity - honest and respectful of others
Open Mindedness - create solutions, share ideas, listen and are considerate of others
Passion - love what I do, positive and driven to succeed
GUEST MEASURES
Why is hearing from our guests so important to us?
- Helps us understand what is important to our guests
- Measure our performance – to see how we are performing across all stages of the Guest Journey
- Celebrate and share positive Guest stories with our team
- Identify areas for improvement, put action plans in place – and re-measure
- To ensure we are delivering Guest Excellence and Value to our Clients and their guests
- To use Client and Guest Insights to inform operational improvements and strategic projects
Think Person First!
- Treat everyone equally as a person
- See the person not a person with a disability
- Don't make assumptions
- No two people are alike
- Keep eye contact
- Use plain language