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Front Desk Reference & Training Guide - Greater Springfield Chamber of Commerce

2014 ACE: Award of Excellence, Special Recognition

After surveying local tourism partners, the Springfield Convention & Visitor’s Bureau perceived a need for front staff at all levels to be educated in local tourism. Our objective was to provide all local tourism front staff – GM’s, ED’s, managers, volunteers, docents, servers, receptionists, front desk personnel and tour guides – with a carefully curated reference guide allowing them to become a “Springfield concierge” as they interact with clients and visitors. Internal studies revealed that our front line customer service was lacking and the CVB felt that this “behind the desk” piece could prove valuable. This guide – paired with a three-hour training seminar – was one of the CVB’s largest projects in 2013.


Date: January 27, 2015
Organization: Greater Springfield Chamber of Commerce
Chamber Website: http://www.greaterspringfield.com
City: Springfield, OH
Revenue Category: $450,001-900,000

Front Desk Reference & Training Guide - Greater Springfield Chamber of Commerce

SYNOPSIS:

After surveying local tourism partners, the Springfield Convention & Visitor’s Bureau perceived a need for front staff at all levels to be educated in local tourism. Our objective was to provide all local tourism front staff – GM’s, ED’s, managers, volunteers, docents, servers, receptionists, front desk personnel and tour guides – with a carefully curated reference guide allowing them to become a “Springfield concierge” as they interact with clients and visitors. Internal studies revealed that our front line customer service was lacking and the CVB felt that this “behind the desk” piece could prove valuable. This guide – paired with a three-hour training seminar – was one of the CVB’s largest projects in 2013.

Ease of use was the lead strategy behind the design of this piece. The book is simply organized with tabs allowing for easy access to specific sections which presupposes that you may have a client directly in front of you at the moment.

The book is spiral bound on heavy stock and is meant to be a piece that stays behind the front desk. It contains carefully edited listings including physical and web addresses that the front staff person may provide to the guest for added information.

The CVB has launched two training sessions for front staff based around the new guide book which have been attended by nearly 100 front staff personnel. The guide has been so well received that the CVB is now printing a separate version for in-room placement at the request of three of our hoteliers. As we continue to develop the training behind the guide, the program is ultimately evolving into one of our most important initiatives.

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