David Rosenberg Director, Guest Experience Karin Wagner Senior Trainer, Guest Experience Simone Mortan Manager, Guide Programs
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1 David Rosenberg Director, Guest Experience Karin Wagner Senior Trainer, Guest Experience Simone Mortan Manager, Guide Programs
2 The Monterey Bay Aquarium The mission is to inspire conservation of the oceans
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11 Guest Experience
12 Guest Experience What is innovative Guest Experience? Operation: (n) A business especially one run on a large scale
13 Guest Experience What is innovative Guest Experience? Guest Experience: (n) The perfect Guest Experience is one which results in customers becoming advocates for the company, creating referral, retention and profitable growth
14 Guest Experience What is innovative Guest Experience? Synergy
15 Guest Experience What is innovative Guest Experience? Training and Interpretation
16 Guest Experience What is innovative Guest Experience? Training and Interpretation Volunteer Programs
17 Guest Experience What is innovative Guest Experience? Training and Interpretation Volunteer Programs Public Programs
18 Guest Experience What is innovative Guest Experience? Training and Interpretation Volunteer Programs Public Programs Fee-based Programs
19 Guest Experience What is innovative Guest Experience? Opportunities
20 Guest Experience What is innovative Guest Experience? Opportunities Admissions
21 Guest Experience What is innovative Guest Experience? Opportunities Admissions Security
22 Guest Experience What is innovative Guest Experience? Opportunities Admissions Security Membership Services
23 Guest Experience The Result Staff: Shared success Everyone helps each other Ownership of the whole GE
24 Guest Experience The Result Staff: Strong accountability High efficiency Provide a consistent level of service and expertise
25 Guest Experience The Result Staff: Tight team atmosphere That s s a great Guest Experience
26 Guest Experience The Result Guests: Relate strongly to the mission of the Aquarium Perceive a higher staff presence Receive consistent service
27 Guest Experience The Result Guests: Better educational experience Better overall satisfaction Better connection to our mission
28 Availability of staff when you have a question '08 '09
29 Volunteer Guides '08 '09
30 Educational Experience '08 '09
31 Guest Experience The result Overall Satisfaction '06 '07 '08 '09
32 Karin Wagner Guest Experience - Training
33 The Big Monterey Wedding! The Monterey Bay Aquarium family invites you to join us in celebrating the marriage of Guest Services to Visitor Programs to Interpretive Programs to SECURITY. WHEW! What a wedding!
34 Shared Core Values IMAGE ACTION - STAGE Challenge: : 4 very different work groups coming together to create a new work group, Guest Experience Goal: : An exceptional Guest Experience How: : Ask staff What makes a guest s experience exceptional at the Monterey Bay Aquarium? Key= Staff cultivated
35 Recruitment & Auditions Interactive Process Group Dynamic Focus Leadership Component Guest Interactions Interview = Last Step
36 Audition New Hire Training Welcome Days Elements
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38 Audition New Hire Training Welcome Days Elements Daily & Weekly Updates Quick Tips What s Up?
39 Today s s Quick Tip IMAGE - Picture This Why is it important? Our guests are constantly taking mental snapshots of images around the Aquarium; some of those snapshots include us. Actions: Turn to the person next to you & introduce yourself Show each other the most frustrated look you can make Now show each other the so good to see you look Where did the most changes happen on their face? Indeed, when we smile our whole face smiles
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41 Audition New Hire Training Welcome Days Elements Daily & Weekly Updates Quick Tips What s Up?
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43 Audition New Hire Training Welcome Days Elements Daily & Weekly Updates Quick Tips What s Up? Continuing Education
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45 Audition New Hire Training Welcome Days Elements Continuous Improvement Train the Trainer Daily & Weekly Updates Quick Tips What s Up? Continuing Education
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47 Dept. Training Training Manuals Specific Skill Sets Audition New Hire Training Welcome Days Elements Continuous Improvement Train the Trainer Daily & Weekly Updates Quick Tips What s Up? Continuing Education
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49 Dept. Training Training Manuals Specific Skill Sets Audition Recognition New Hire Training Welcome Days Elements Continuous Improvement Train the Trainer Feedback Daily & Weekly Updates Quick Tips What s Up? Continuing Education
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51 Dept. Training Training Manuals Specific Skill Sets Audition Recognition New Hire Training Welcome Days Elements Continuous Improvement Train the Trainer Measurement Shopper Reports Exit Surveys Comment Cards Program Evaluations Feedback Daily & Weekly Updates Quick Tips What s Up? Continuing Education
52 Simone Mortan Guest Experience - Programs
53 Volunteers greet guests for orientation and opportunities
54 Understanding our audience allows guides to tailor their stories to meet guest expectations
55 Volunteers share their stories Volunteer guides share their depth of knowledge and experience with all our guests.
56 Stories being told Memories being made
57 Programs connect our guests to our animals and the ocean in an emotional way
58 Skilled presenters make content accessible and memorable
59 Theatrical programs in galleries delight and educate Humor helps us make a conservation message fun and memorable.
60 Programs create lasting memories
61 Bilingual programs target specific audiences
62 Family audiences enjoy and learn Memories are captured in a song
63 Consistent quality for all programs Volunteer presenters or staff
64 Coordinated effort = Outstanding Guest Experience
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