Training & Development

Let’s face it.  Everybody could use a little help when it comes to dealing with guests and difficult situations. Luckily, the St. Louis Convention & Visitors Commission (CVC) is offering two programs that can help you help your employees create a positive guest experience – even when you’re not standing over their shoulder.

St. Lou is…Hospitality

This program is an introduction to customer service designed for frontline employees. These staff members can make or break a guest’s experience with your brand. Clear expectations are the number one driver of employee performance – or better yet, if you don’t tell them what you expect from them, how will they ever know? This program gives your employees clear expectations. “St. Lou is…Hospitality” is a training program that clarifies the fact that simple actions and behaviors make a big impact on visitors. The module covers:

• How St. Louis promotes and positions itself as a destination
• The value tourism has for all St. Louis residents
• First impressions and personal appearance
• Greeting our guests
• Other communication, listening and phone etiquette
• Handling problem situations and viewing them as opportunities
• Thanking guests and inviting them back

Training Dates and Times:

Thursday, May 24, 10 a.m.
Thursday, June 28, 2 p.m.

Approximately two hours in length

Non-Profit Rate is $15 / employee (minimum 6) maximum charge of $250 for 30 people.

For-Profit Rate is $25 / employee (minimum 6) maximum charge of $500 for 30 people.

St. Lou is…Me

This brand awareness program is designed to work for all levels of the organization – plus, it’s a lot of fun. “St. Lou is…Me” empowers your employees to own guest’s experience, becoming St. Louis ambassadors in the process. Targeted advertising and our unique attractions draw visitors to St. Louis, but they leave here remembering the people. Each of us works for a specific organization or company, but at the same time we have to remember that our words and actions represent St. Louis. We’ll remind your employees of all the area amenities that make St. Louis unique. They will return to work armed with new information on the St. Louis brand, our region and tools to help them handle visitors’ misperceptions of the area. Here’s what’s covered:

• “What is a brand?” and how the CVC is branding St. Louis
• Why tourism is so valuable to all St. Louisans
• Suggested responses for frequently asked guest questions
• St. Louis trivia, including points of interest, famous locals and St. Louis attractions
• Tools to handle common misperceptions about St. Louis
• Remind them why St. Louis is a great place to live, work and play

Training Dates and Times:

Thursday, May 24, 2 p.m.
Thursday, June 28, 10 a.m.

Approximately two hours in length

Non-Profit Rate is $15 / employee (minimum 6) maximum charge of $250 for 30 people.

For-Profit Rate is $25 / employee (minimum 6) maximum charge of $500 for 30 people.

Classes held at America’s Center or your places of business. For information on booking your session, contact:

Paulette Koons
Director of Membership
314-992-0682
pkoons@explorestlouis.com