‘Stars’ making your stay extra special

Training days
Staff training days

Our STARs programme is all about customer service which is at the heart of TLH. The ethos of STARs relates to being on the stage, staff being the STARs of the show and the audience are our Customers. As a stage performer would, our staff are showcasing their skills to the customer, ensuring they have the best experience possible. Read on to find out what was involved in our staff training.

Each year, just before the busy summer season, we deliver more than 25 training sessions, refreshing our customer service skills and improving the level of product knowledge of our staff.

2015 STARs Pre- Summer Training, focused on refreshing customer service skills, identifying three essential elements:

  1. Acknowledging our guests
  2. Creating a customer friendly environment
  3. The TLH Experience

What is your role? Why is the service our staff members provide so special?

Part of the session involved staff working in teams to think of as many reasons as to why they feel the service they provide is so special. Lots of positives came from this exercise, building confidence, encouraging teamwork, demonstrating their own customer service skills and being able to identify and share ideas with their colleagues proved invaluable to our staff. The gallery below shows some of the ideas that were contributed to the sessions.

Staff also got the opportunity to sample the new activities on offer to our customers this summer, including Archery in Aztec Games and the Warrior Work Out class in our Aztec Studio.

Here at TLH we want to continue delivering excellent customer service. Besides the pre-summer training, all new recruits go through our customer service staff training programme which includes company induction, departmental induction, two 2 hour sessions for all Front of House ‘onstage’ staff and one 2 hour session for our ‘backstage’ staff. We are very keen to develop the skills of our staff, encouraging and supporting individuals through providing the skills and understanding of how to deliver excellent customer service.

If you feel like we have shown great customer service or would like to review your stay with us, visit Trip Advisor and leave a review. Your comments are very much appreciated by our staff.

Written by Mary-Ann Fudge, Training Officer, TLH Leisure Resort

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