Exceeding
the expectations of our guests at each and every
event is the major aspect of the Starplex /
CMS Guest Service program. We realize that the
most important asset of each event equates to
guest satisfaction. Therefore, Starplex / CMS
has developed an innovative program that is
designed to integrate guest service Ambassadors
with the facility’s service standards to assure
that the guests who choose to visit our venues
have the desire to return.
Jimmie
DeLoretto, the President and C.E.O. of Starplex
Corporation, has graduated from five out of
six of the Disney Institute Guest Service and
People Management programs. By integrating the
Disney Guest Service philosophies with our own
unique Guest Service programs, Starplex has
created the most innovative Guest Service operations
available.
Our Guest Service programs
begin by developing a service partnership with
each venue we serve. Together we develop a guest
service theme - a presentation of the spirit
and tradition of the venue. We study our guests
to learn who they are, what they want, and what
they need. We believe that you cannot exceed
expectations if you don’t know what our guests
expect. Once we have a thorough knowledge of
our guests and their expectations, we develop
our service standards surrounding safety, courtesy,
efficiency, and presentation. These standards
are then delivered to our guests by way of a
carefully selected team of Ambassadors who are
constantly observed and rewarded through our
corporate Rewards and Recognition program for
their outstanding performance.
It is important to remember
that each time a guest returns, their level
of expectation is higher than the previous visit.
Expectations also change with time. Therefore,
we are constantly evaluating our programs, measuring
feedback, and re-evaluating our guests’ needs
and desires, and adding innovations to today’s
programs to exceed future expectations.
Our most valuable asset
equates to our Ambassadors who stand at the
front line of every venue’s guest service operation.
In turn, this front line equates to every venue’s
bottom line. It is extremely important for these
Ambassadors to receive the recognition they
deserve when exceeding the expectations of our
guests, for in the end, Ambassador satisfaction
is necessary for there to be guest satisfaction.
