Associates and members of management came together for the annual launch of 100+ Days of Hospitality, at La Cabana Beach Resort & Casino.
For 2019, the traditional 100 Days of Hospitality was expanded and renamed 100+ Days of Hospitality, to also include the shoulder season. “It’s a new twist, which we introduced into the mix,” explained general Manager Joe Najjar, “as we decided to expand our annual hospitality campaign, to encompass the summer vacation months leading into the fall.”
Najjar opened the 2nd Quarter Associates’ General Meeting program by welcoming attendees and officially kicking off the campaign. He also gave a brief but detailed update on the resort’s Medalia standing and encouraged associates to continue the delivery of outstanding service and to wholeheartedly contribute to Creating Memorable Vacations for guests at the resort.
Assistant General Manager Jessica Franken, continued by introducing some of the newest Standard Operating Procedures, SOPs, outlining what to say to guests and how to make guests feel truly welcome.
She provided the team with tips and helpful pointers reiterating their communal responsibility to help guests feel at home, and let them know they are appreciated and cared for.
Sandra Campos, HR Manager followed with the topic of how to engage guests and enhance their resort experience. Campos suggested engagement avenues and concluded with an easy to remember acronym: LE²A²D, which stands for Listen, Empathize, Engage, Apologize, Act & D-Light.
Associates were overjoyed when informed by Najjar towards the end of the meeting that La Cabana Beach Resort & Casino was awarded the Outstanding Achievement Award for the 3rd consecutive year and also landed the Most Improved Resort for 2017 vs. 2018, by BlueGreen Vacation Resorts Management, a considerable feat that couldn’t have been achieved without the total commitment of staffers.
The 2nd Quarter General Meeting ended with raffle prizes and a beautiful group photo.
The gathering thanked the Eagle Team, the department of Human Resources & Food & Beverage for organizing a much-enjoyed event.
Congratulation to the entire team on a job well done