Culture of service standards at Broadmoor shared

During Vision Quest 2010, doctors and staff had the opportunity to hear the Director of Training at the Broadmoor Hotel explain how its 5 Star rating for the past several decades has remained constant and highly regarding as among the best venues in the country.

Here are the 16 standards of care that each Broadmoor employee embraces:

1. Make eye contact, smile, and greet the guest or employee immediately.
2. Use the guest's name or employee's name.
3. Escort guest or emloyee to their requested location when possible.
4. Immediately approach a guest or employee who seems to be lost and offer assistance.
5. Learn what is expected from your department so you can anticipate the needs of the guest and employees you service.
6. Follow up on requests, even if it is not a duty of your department.
7. Never say: "I don't know," Say: "I'll find out."
8. Never appear hurried, even if you are very busy.
9. If unable to comply with a guest's wishes, offer an alternative. Avoid negative expressions like "That's against hotel policy." Or "This is not my table."
10. Keep the Broadmoor spotless! If you see something that's out of place, pick it up! Remmber we are all part of the Broadmoor Beautification Committee.
11. Act professionally in public areas at all times. Stand erect and avoid leaning against walls or furniture.
12. Always recommend the Broadmoor's restaurants and shops to our guests before suggesting other activities.
13. Take "ownership" of a guest's problem. Ensure the matter is resolved and that the guest is satsified with your solution.
14. Response to a guest's request within 10 minutes.
15. Know the services the hotel offers and the location of the banquet facilities and meeting rooms.
16. Go the extra inch!