Fear not. As 2023 unfolds so too will a new program designed to drive exceptional guest experiences and build on Areas’ existing service culture.
To help accomplish this, Areas has retained CXE, Inc. a company specialized in developing strategies to innovate and transform service cultures. The approach begins with training and engaging associates in the new Areas way, which will in turn “spark customer delight” and ultimately drive company success.
Last month, several Areas associates participated in a CXE Summit in Miami, which centered on the factors most important to and expected by our customers, clients, partners, and associates. The purpose of the meeting was to home in on Areas’ existing service culture, including mission, vision, and values, as well as current engagement levels and organizational readiness for change.
The group also discussed such themes as, being “brilliant at the basics,” empathy, ownership, lasting impressions, appreciation, and theory vs. practice. Several participants stayed after to discuss in greater detail associate engagement and recognition efforts.
Inspiration was drawn from the book – Unreasonable Hospitality, by Will Guidara, which offers ways to create extraordinary experiences and give people more than they could ever possibly expect. For an entertaining synopsis of Guidara’s philosophy, check out his TED Talks video where he shares three steps to crafting truly memorable moments centered on human connection. The Secret Ingredients of Great Hospitality – Will Guidara – TED.
From the discussions, CXE gathered ample data as a basis for creating the Areas program of the future, a draft of which will be released shortly.
Most importantly, great food was provided courtesy of Guillermo del Calvo, General Manager at MIA, and his team!
Below is the group photo of the terrific Areas’ minds coming together to help craft our next Guest Experience training program. Feel free to ask any one of the participants about their experience and thank them for representing the future of Areas.
Back Row (l to r): Michele Garcia, Jameel Shakir (ATL), George Garcia, Pablo Mendez (Culinary), Shauna Stevens (IT), Connie Williams (LAX), and Aerin Allbrook (IND)