The Ultimate Employee Engagement Requires

No Pixie Dust!

presented by

Mark David Jones

2015 HRPA Annual Conference

World-Class Success

Proven success formula

Proven implementation

Knowing

Doing

Results

Consistency

Chain Reaction of Excellence

Leadership _________

Employee _________

Customer ________

Loyalty, Advocacy & Long-Term

Success

Non-Negotiable Core

Values = __________

Service Standards (Operational Values)

______ _______ __________ _________

= ___!

Non-Negotiable Core

Values = __________ Vision = __________

(Job versus Task)

A Culture of Excellence

Selection

Training

Communication

Recognition

Strategies for Selection

• _____________ your culture

• State ____________ up front

• Treat applicants as _______

• Hire ________ and ________

Training for Guest Service

• Make eye contact and ______

• ______ and _______ each and every Guest

• ________ Guest contact

• Provide immediate _______ __________

Training for Guest Service

• Display appropriate _____ __________ at all times

• Provide the “_______” Guest experience

• _______ each and every Guest

Communication Principles

• Everyone has valuable ___________ to share

• Individuals need to know how their _______ contributes to the organization’s ________

• Communication _________ and __________ must meet Cast Members’ needs

Prioritize What You Recognize

1. ______________

2. ____________

3. ____________

4. ___________

Strategic Recognition

World-Class Culture Operationalized

Presented __________

Trained ____________

Communicated _________

Supported through a _____ environment

Leading Engagement

_____________!

___________

___________

____________

Q & A

(Pick Mark’s Brain)

Mark’s Contact Info:

Florida Office: 352-242-1234

MDJones@SmallWorldAlliance.com