Presented by Whitney Reid Pennell
In addition to your training manuals, Standard Operating Procedure (SOP) documents and strategic plans, do you also have a clearly defined (and up-to-date) service blueprint? If not, you should. A service blueprint is a living document that shows how the things that a customer experiences are actually produced from start to finish. In this webinar, we‘ll detail the interactions between service users (customers), customer touch points and service employees, as well as the front-stage and back-stage activities that go into creating each “moment of truth.” You’ll learn how to develop a service blueprint that can cut through the complexity and help you and your team understand the bigger picture of customer service.
About The Presenter:
Whitney Pennell is owner and President of the award winning consulting company, the RCS Hospitality Group (formerly Reid Consulting Services).
She is a regular contributing writer to BoardRoom Magazine and Golf Inc. Magazine, highlighting ideas accumulated over three decades of hospitality management experience with private golf clubs, golf management companies, and hotel industry leaders. Prior to founding RCS Whitney held several top management positions with companies such as Marriott Management Services, The Desert Mountain Club, and Troon Golf.
Since founding RCS in 2000, Whitney and her team have worked with hundreds of clubs of varying types and sizes, assisting with everything from budget and service “troubleshooting”, new club openings and remodels, to the roll-out of strategic plans and the development of training programs for lasting improvement.
RCS has twice been awarded “Consultant of the Year” by Golf Inc. and was recognized as “Consulting Company of the Year” in 2011 and 2016, and “Strategic Planning Company of the Year” in 2013, by BoardRoom Magazine. In 2014, Whitney was further honored by BoardRoom Magazine as one of the Top Female Influences in the Club Industry. RCS is also the creator of the wildly popular service training series ‘Food and Beverage Boot CampTM.
Recognized as an expert in Club Management with a sharp focus on club operations, Whitney has been invited to speak to managers around the world professing new concepts for the long-term operational success of private and country club communities. She has been an invited speaker at the World Conference on Club Management, the Club Managers Association of Europe, the National Golf Club Owner’s Association, the Assistant Club Managers Conference, the Golf Inc. Conference and Strategy Summit, and at the Business Management Institute International, hosted by St. Andrews in Scotland. Whitney has also been an invited speaker/educator for numerous CMAA chapters throughout the country presenting varying programs about Club Management and Leadership.
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