TourismFest 2010 – A success story
By Mary Somnis HTF Contributor
TOWER - On June 23, 2010, more than 80 local employees attended TourismFest 2010, Hospitality and Customer Service Training. Attendees participated enthusiastically and each one was awarded a Certificate of Attendance at the end of the session.
Businesses which sent their employees to the event are: AmericInn, Super 8, Holiday Inn Express & Suites, Country Kitchen, Pier 77, Iron Range Resources, Minnesota Discovery Center, Minnesota Trails Magazine, Welcome Back Anywhere, Vermilion Community College, ARDC, Country Inn of Hoyt Lakes, Fortune Bay Resort Casino, Suzanne’s Jewelry and the Lake Vermilion Resort Association. These business owners and managers are to be commended for investing in training for their front-line and “back of the house” staff. The best form of advertising is word of mouth and the best way to get customers talking up your business is by providing them with excellent customer service.
The first half of the session was based on Bob Farrell’s training: What’s Your
Pickle?
Mr. Farrell owned Farrell’s Ice Cream Parlors and began his training program when he received a complaint from a customer who was told by a server that extra pickles on his cheeseburger would cost $.75. Mr. Farrell trained all staff to “Give ‘em the pickle!” Attendees were asked to identify what “pickles” they could give customers at their place of business. Attendees also made personal commitments as to what “pickles” they could give away at their place of work. What’s Your Pickle?
was facilitated by local educator and trainer Holly Waisanen. “I love to teach the value of customer service, for the benefit of both the guests and the staff,” she said. “The attendees at TourismFest were wonderfully receptive to the message and now have new tools to bring to their jobs.”
The inter-active learning opportunity was hosted by Fortune Bay Resort Casino, who generously donated the space and the soup and sandwich lunch. “We believe that this training is important to the area and we are happy to support this type of event at Fortune Bay,” said Bob Villebrun, Marketing and Communications Director for Fortune Bay. The event was cosponsored by Hometown Focus, Mesabi Daily News, Iron Range Tourism Bureau, Lake Vermilion Resort Association and Iron Range Resources.
In addition to certificates, attendees also received fabulous door prizes which were donated by the National Guard, Coates Plaza Hotel, AmericInn Lodge & Suites, Britt Lounge, Super 8, Norri Distributing, Sunny Hill Distributing, Holiday Inn Express, W.A. Fisher Advertising & Printing, The Lodge at Giants Ridge, Club Mesabi, and Iron Range Tourism Bureau.
Event organizers expressed sincere gratitude to the attendees, the businesses who sent their employees, the presenters, those who donated door prizes, and the co-sponsors. The group also offers a very special thank you to Fortune Bay Resort Casino, who gave a State Fair Grand
Champion Pickle
in hosting the event.
Mary Somnis lives in Virginia,
MN.
