Service is the hallmark of the hospitality industry, so it only makes sense to offer refresher training periodically — particularly before a major event. Managers at Amelia Island Plantation on Amelia Island, FL did just that prior to this year's Super Bowl, held just south of the resort in Jacksonville.

It was a critical opportunity for the resort to make a great impression while hosting executives from 28 organizations, including 10 National Football League teams and many corporate sponsors such as Motorola, Gatorade and CBS Sports Radio. Plus, the day before the Super Bowl, the resort hosted the NFL charity golf tournament on its three courses. Because the event brought in so many first-time visitors, it was “an incredible opportunity for the resort, community and city to make great impressions,” says Scott Muir, the resort's director of training and quality assurance.

Signature Worldwide, a provider of training solutions to the hospitality industry, conducted the two-day training event, dubbed the “Kickoff for Super Service.” The event touched every employee, ranging from front desk and reservations, to housekeeping and public safety. In four sessions conducted over two days in January, more than 800 employees attended the pep-rally-like sessions.

Amelia Island Plantation has been a Signature client the past six years for standard training. Its employees received updates on how to make the best first impressions with guests, the lifetime value of customers and effective communications from Signature trainer David Grolman.

“We'd like to do this at least annually,” says Muir. “The employees loved it and talked about it for days and weeks afterwards.”

Positive feedback from the resort's guests was a great payoff, adds Muir, including kudos from the president of the Kansas City Chiefs, who was impressed with the “remarkable staff.”

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