The Art of Hospitality Service at La Cabana Beach and Racquet Club has soared to higher levels, in accordance with the property’s ambitious and exciting vision of becoming a World Class Service Oriented Time share Resort. All resort departmental teams developed a frame work to support this vision, which was on display during the two vision days, on June 12 and 13 in the resort’s Conference Room.
Each department rose to the challenge of describing its activities and its corresponding Standard Operating Procedures via a series of displays representing departmental commitments, goals and achievements, all directly supporting the resort’s world class vision. Key elements such as teamwork, results, measuring tools, success stories, consistency, action items, recognition, awards, surveys, guest mentions and budget, were also factored in, and set up in booths, reflecting services offered per department, each individually decorated according to function.
Vision Days 2012 titled “Expedition World Class” took off with the resort managers dancing to the tune of “Goza Goza, I love La Cabana,” a hit song by associate Mathilde Benito, Reservations Department. The dancers each carried one piece of La Cabana’s puzzle inscribed with the department’s commitments, before proudly incorporating it in the super-size resort puzzle.
General Manager Joe Najjar welcomed his resort associates and thanked them for their many contributions to the success of Vision Days 2012. He emphasized the importance of implementing processes and Standards Operating Procedures and encouraged associates to become active in the enforcement of those, in order to achieve the departmental and ultimately the resort’ goals.
Invited examiners were Bianca Mezas and Leslie Prea, both process management experts, who rated the departments for their presentations and displays, process and measurement, comparing goals with actual achievements.
The WINNERS were announced by Jessica Franken, Assistant General Manager at the closing of Vision Days, taking the lead in 1st place the Housekeeping Department, with Engineering following close in 2nd place, and the Department of Human Resources in 3rd.
The Eagle Team and its Vision Days sub-committee thanked Bianca Mezas and Leslie Prea for their wonderful cooperation and expert recommendations. All Department Managers and their Associates were also thanked for their numerous contributions to the successful and thought-inspiring event.
