Unit 5

Attraction Effectiveness

Lesson 16: Guest Services

"It's not just what you do during a guest interaction that's important. It's how you do it that the guest will remember." ~ The Appraiser

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Whether someone is travelling for business or pleasure, the level of guest service received on the trip helps determine whether they make another trip or warn friends to avoid the attraction in the future. Travellers have numerous options when they leave home. Top-notch customer service is often the difference between choosing one attraction or a competing attraction. Tourists want memories that they can look back on with fondness and guests expect that staff members be knowledgeable about the area and the attractions. If staff can direct tourists to the attraction's highlights and activities, they will help guests build those memories. Most of the time, it doesn't cost the attraction anything extra.

Apathy, complacency, and employees who complain in front of guests can sour the image of the business forever. Excellent customer service begins and ends with smiling staff members, positive attitudes and helpful, friendly tones. This is important for individual employees as well as teams, such as those at the guest front-line check-in points right through to the attraction experiences. Guest services need to remember to create a happy goodbye as well. It's easy to rush or discuss customers on their way out, but it's the last impression they'll have of the business so it should be a good one, making goodbyes as pleasant as hellos.

Don't be afraid to learn more by checking out some of the job options at Canadian attractions that you may not have thought of before. A great starting point is to watch the occupational videos below or click on the Alberta Government ALIS website to get detailed textual information.