Starplex Corporation - CMS

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.