Management Team Members of the Plano CVB Become CTAs
Posted 07/13/2010The management team of the Plano CVB and...
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Why Participate?
Benefits to Your Company/Team
Employers of all sizes and industry segment are enjoying the program's many benefits and have indicated support of the program to facilitate the following outcomes for their companies:
- Better Customer Service
- Improved Team Morale
- Increased Employee Satisfaction
- Reduced Turnover
- More Employees Aspiring to Career Advancement
"Every day is an opportunity for us to touch 250-300 lives. Being more knowledgeable about our community and our state helps us in our conversations with the passengers and helps us be better ambassadors. The knowledge our team conveys will hopefully result in them possibly returning and that's repeat business for the Stagecoach and for Arizona."
Paul Hawkins, CTA
President/General Manager
Arizona Stagecoach
Tucson, AZ
"We already teach Customer Service"
The CTA program extends beyond your current training. Likely, you are now training your team on your company's philosophy and practices, as well as customer service. The CTA program reinforces your training and builds upon it with a rich, customized curriculum that is designed to build their knowledge about the destination and their pride for living and working there.
Program Curriculum
Comprised of four modules, the Body of Knowledge is defined through extensive research. Highly customized for each destination, the learning material covers the important elements of tourism, regional attributes/attractions and customer service, as follows:
Module 1: The Power of Tourism
Module 2: Discovering Your Region
Module 3: Knowing, Finding, Using Resources
Module 4: Exceeding Customer Expectations
The curriculum is delivered through pre-class reading assignments and in-class participation. The interactive classroom setting makes it an interesting, fun way to expand their knowledge and their ability and confidence to answer visitor questions. And, the Pre-Class Reading & Resource document becomes a valuable, handy tool to use to help visitors!
WHAT EMPLOYERS ARE SAYING
Brian Johnson, Managing Director
"As a General Manager, the benefit that I see to the CTA program is really a reinforcement of what we do in our training. I also see that it is bringing together a whole city with one message. And, we're not just talking about the hospitality or the restaurants; we're talking about anyone who has the opportunity to come into contact with a guest or a prospective guest is now an ambassador. If you can instill that sense of purpose - that pride in the individual - it's worth a million dollars."
Brian Johnson, Managing Director
Loews Ventana Canyon Resort
Tucson, AZ
Brian Johnson, Managing Director
Loews Ventana Canyon Resort
Tucson, AZ
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