Resort Staff Development
These are tough times and Murray has created new presentations for resort leaders and staff to help build tough and resilient work teams. As in all his presentations, Murray’s skills as an honored educator, and his focus as a world champion athlete, are integral to his presentation style… engaging, humorous, motivational and focused!
Since 1985 Murray Banks has been challenging, motivating and inspiring resort and hospitality employees to do more than just their jobs…. To do more than just say “have a nice day.” He trains them to be great people, because we know that people with positive, enthusiastic personas can make the critical difference for guest satisfaction!
Murray’s unique strength is blending resort stories and anecdotes with his great visuals and humor, specific to your resort… never a “canned speech.” You spend enormous time, energy & resources on your property. Murray’s programs focus on your staff… to be at their best every day! Murray will share his experiences at resorts from Austria, Switzerland and Norway to Alaska, Oregon and Hawaii to Colorado, Utah and Vermont…
Resorts Murray has worked with…
KAPALUA RESORT, MAUI,
KILLINGTON SKI LTD, VERMONT,
SUN RIVER RESORT, OREGON,
CRESTED BUTTE MT RESORT, COLORADO,
OKEMO MT RESORT, VERMONT,
SILVER STAR RESORT, BRITISH COLUMBIA,
INN AT THE SEVENTH MT RESORT, OREGON,
TOPNOTCH RESORT AND SPA, VERMONT
SMUGGLERS NOTCH RESORT, VERMONT,
WATERVILLE VALLEY RESORT, NEW HAMPSHIRE,
MT SNOW RESORT, VERMONT
“Thank you for your three dynamic presentations to our staff. Your seven tips for superior guest service were just what we needed before the busy holiday season hit us. Our employees enjoyed your humor and appreciated the important message you delivered!”
TOUGH TIMES, TOUGH TEAMS
A presentation for resort leadership teams
These are tough times and successful resorts need tough teams… colleagues who pull together, work hard, stay positive and remain resilient. A challenging economy and uncertain future make it difficult to give our work teams the reassurance they need to stay focused, so our leadership skills will be critical to our success.
Our best executives, managers and supervisors will use charisma, enthusiasm, frequent communication and passionate team focus to keep their work teams engaged and motivated. If you don’t, the results can be devastating… whining, complaining, griping, absenteeism and lackluster guest service. Murray’s presentation is inspiring, but will also provide four skills for building Tough Teams in Tough Times. He will blend humor and energy with practical techniques like his “Lava Lamp Philosophy” for change & resilience; how to prevent “Group Griping” in the break room; keeping the focus on the outcome goals, not the obstacles; communicating a tough message in a positive framework; and how to stay balanced and focused under pressure.
This is no walk through the theoretical wonderland! Murray’s presentation is focused, practical and designed for these tough and uncertain times.
“Considering everything coming at us as a result of the economy, I could not have asked for a more timely speaker. It was fabulous!”
WE WANT YOU BACK!
CREATING A CULTURE OF EXHUBERANT GUEST SERVICE
A presentation for your front line guest service team
Nothing can impact a guest like a staff with a can-do, enthusiastic mindset! But it’s a lot more than just saying, “Have a nice day!” It is a focused effort by each person for the full length of his or her shift.
Technical training in guest service is valuable…. but the ultimate criteria in service to your guests are the attitude of the person providing the service! While your staff is on site all day, every day, your guests are only here for a short time and they expect the best! Murray will train your staff to stay focused and positive even while doing tedious tasks or under pressure at peak times!
Through his incredible visuals, great resort stories and infectious humor, Murray will drive home the point that attitude, self-motivation, body language, eye contact, name recognition, positive attitude, taking care of details, a sense of humor, problem solving, and outlook on life are critical to exuberant quest service!
Then he will teach your staff how to avoid “Psychosclerosis,” when to go to the “B.A.R.,” why they should be “Lava Lamp” employees, and the necessity of using the “Richter Scale Of Stress” in challenging situations. These are specific guest service skills for handling challenges, dealing positively with difficult people, keeping energy high and using teamwork to provide topnotch service!
“Thank you again for your presentation and its positive effect on our employees. You got our Christmas week started off with a bang!”
PERFORMANCE UNDER PRESSURE
Resort Leadership In Challenging And Changing Times
The challenges of leadership in today’s competitive and ever changing resort environment are much like “being pecked to death by ducks!” Gone are the days when a manager supervised a small department. Now, each of us works with a diverse employee group and is responsible for their safety, motivation and quality of service.
It is not always how much you know about the resort industry… it is how you relate to people that can be the difference. The employees out front make the critical difference with the guests, but it is the style of your managers and supervisors that motivates and inspires the guest service team!
Murray will show us how constant pressure subtly changes our leadership style and the devastating effect that can have on employee morale and commitment. He will emphasize the critical relationship between enthusiasm, humor, warmth and charisma and the leadership persona that employees respond to!
It is a training seminar that will enhance your managers’ ability to do multiple tasks, work well under pressure, and keep the “people focus” that motivates their staff!