CUSTOMER SERVICE PHILOSOPHY
Monona Terrace as a convention center, community-gathering place, and tourist destination is a working piece of art where customer service is our highest mission. We promise to deliver a positive and inspirational atmosphere for our guests by providing them with the finest personal service in a visually stunning setting.
STEPS OF SERVICE
- Creating an inviting and exceptionally clean environment
- Maintaining a safe, secure, and accident free environment
- Understanding our guests requirements, delivering what we promise, and exceeding both expressed and unexpressed expectations
- Having a friendly, accommodating, and easily identifiable staff
- Having a competent, professional, engaged, and knowledgeable staff
- Conveying a professional image by taking pride in personal appearance
- Acknowledging our guests with a smile and a friendly greeting, while maintaining positive eye contact
- Being flexible and finding a way to say yes
- Empowering our staff to make decisions that provide instant guest satisfaction by addressing and resolving issues immediately
- Having state-of-the-art technology and equipment in excellent working condition
- Having a staff that works together, communicates effectively, and supports each other
- All employees are involved in the planning of the work that affects them
- Being a leader in our industry
PROMISE TO OUR EMPLOYEES
Employees are the most important resource in providing service to our guests. We share a sense of pride in our mission, goals, and our unique role in the community. Monona Terrace provides its staff with the tools and information necessary to exceed our guests' expectations. Employees look forward to coming to work every day because they are proud of what they do and know that they contribute to the success of Monona Terrace.
