The ‘Raising the Bar’ program implemented with Zealifi here at Club Helensvale has provided us with the essential reminders of why we are in the hospitality business, and not just another club.
The program has allowed us to involve our whole service team, including our managers and team leaders. This whole team approach has allowed us to consult with the team and establish a set of values that team members recognised that they wanted to see colleagues, leaders and managers display and that essentially drives the team towards service excellence. There is no room for ‘OK’ as we are actively pursuing ‘WOW’.
The results so far have been more than significant, and there is now a measured change in how our team communicate with each other, a demonstrated capacity to entertain and a desire to ensure we are always providing the best possible experience to each other and our guests.
Thanks to the passion demonstrated by the team from Zealifi, there has been a significant change in how we view both the role our team members play in engaging with our guests that has allowed to us to clearly recognise and see the impact that our team leaders and managers have on our culture and the success we will gain through support, reward and recognition of our team members who shine.
The program has brought to the forefront an essential understanding for our business growth and that in ‘moving from good to great’ there will be casualties, those who fail to share the vision, those for whom the passion is gone or those who don’t share our culture values. The reality is there will be a different destination for these people and our responsibility is to help them make the right decision.
Zealifi’s Raising the Bar has ignited a people passion for our club like never before, and our Culture Values are the driving force behind all of our interpersonal communications. From a management perspective the program has allowed us to decide how we want our culture to be, allowed us to identify how we will support this, and how the differences implemented can be observed, measured, and supported to sustain our business growth and the distance we place between ourselves and our competitors.