Nemacolin Woodlands Preps Employees for Peak Season
Signature employee training program to impact the customer experience at Nemacolin Woodlands Resort
COLUMBUS, OH, June 5, 2006. Nemacolin Woodlands Resort, Farmington, Pa., -- a world class resort rated four-stars by Mobil Travel Guide and four diamonds by the AAA -- selected Signature Worldwide to prepare its employees for the peak summer travel season and for a future inspection by the Mobil Travel Guide to become a five-star resort.
The leading provider of training outsourcing to the hospitality industry, Signature Worldwide tailored an employee training program to positively impact guest experience and benefit Nemacolin in its initiative to become a five-star world-class resort.
"We want our employees to anticipate the guest's needs and to be able to talk about the amenities of our resort that will be most appealing to them during their stay," said Dennis Noonan, director of sales for Nemacolin Woodlands Resort. "Having worked at other hotels that partnered with Signature, I've experienced the impact Signature training can have on employee communications, attitudes and ultimately conversions."
Scott Merrick, regional training account manager with Signature Worldwide, introduced a personalized formula to employees for handling inquiries that included qualifying why customers were coming to Nemacolin, and then tailoring their response to highlight the resort's amenities that would best suite the caller's needs. Nemacolin employees practice their new phone skills learned during training with Signature Worldwide coaches before applying them to live calls.
Since the initial three day hospitality training event, Signature Worldwide has been making hotel mystery shopping calls to the resort, and continues to work with the resort by measuring and critiquing employees based on the results from the mystery shopping program.
"The first few mystery shops conducted after the training have been very good," said Noonan. "We are very pleased with not only the initial outcome of the program, but the noticeable change in our employee's attitudes. I can only expect we will continue to build upon this success."
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