Getting Started - Osceola’s Hospitality Success Series
This introduction to success features inspiring examples of people who never gave up, and succeeded in a big way!
Service Savvy Videos
SUCCESS Series
Getting Started
Start with Self-Awareness & Attitude
Defining Self-Awareness
Discover the basics of Emotional Intelligence and watch how being self-aware can help you improve service to your guests.
You Are What You Think
Hear a powerful story about thoughts and how they affect our attitudes.
Performing Worthwhile Work
Learn about performing worthwhile work and how you can achieve this, regardless of your job function.
Unleash the Power of Improved Relationships
Relationships and the Service Profit Chain
Find out about the Service Profit Chain and how you can play an important role in its success.
Memories, Smiles & Fun
Explore ways you can create memories for your guests while increasing the fun factor of your job.
Respecting & Relating to All
See how guests are sometimes overlooked or treated with less respect and service than they deserve.
Communicate, Cooperate, Collaborate
Communication – Keeping the Lines Open
Hear how simply keeping a guest or customer informed can greatly increase service success.
The Land of Miscommunication
Discover the power of fully listening to guests to minimize miscommunication.
Continually Improve Whatever You Do
Doing More Than Appease
Explore three simple ways to continually improve whatever you do.
Become an Expert
Find out how you can contribute to your own advancement by becoming an expert on your resort.
Be Open to Coaching
See how you can maximize your knowledge by learning from even the most unlikely coaches.
Ensure Outstanding Service for Our Diverse Guests
Appreciating Differences
Learn ways to broaden your horizons when it comes to recognizing the diversity and differences of your guests.
Adapting Products & Services
Discover ways you can personally adapt products and services for your diverse guests.
Recognizing Cultural Taboos
Explore possibilities for recognizing and handling potential cultural taboos.
Super-Satisfy the People You Serve
Appreciating & Accommodating
See how a service provider tactfully handles a more demanding guest while she is serving a child.
Serving our International Guests
Find out what you can do to super-satisfy your international guests and all guests.
Developing Loyal Guests
Discover the importance of loyal guests who return time and time again!
Go First
Hear how “going first” can decrease your own stress, minimize challenges and resolve issues.
Shine When "Stuff" Happens
Exceeding Expectations
Discover how little effort it takes to exceed the expectations of your guests.
Are Customers Always Right?
Learn how this concept has been updated to include great advice for handling contentious situations.
Showing Empathy
See how a service provider used empathy to fuel his effort in delivering a near impossible request from a guest.