Customer service corner: Tourism education opportunities to abound
By Christine Davlin, VCB tourism education manager
 

Christine Davlin

I am pleased to write my first communication for Shorelines! In case you have not heard, I am the newest addition to the Lee County Visitor & Convention Bureau team. My name is Christine Davlin and I am the “tourism education manager.” I would like to share a little about my background and philosophy.

With more than 20 years in the luxury resort/hotel industry, I began as a concierge, which led to directing the entire “front of the house” operation. My path then proceeded to the “heart of the house,” where I joined the human resources department. That is where I discovered my passion for training, although my next move was to director of human resources. I knew I would return to training, but also realized that most subject matter used in training is “rooted” in the HR discipline. My years as a director added more depth to my skills as a trainer. This led to a position as a corporate trainer, and for the last three years, I designed and facilitated training programs as a consultant.

I am excited to take on this position for the VCB. My first priority is to meet with our partners in the community and find out their needs. The feedback I receive will be incorporated in our future programs. I have a unique perspective on training; long gone are the days of lecturing. Training must be interactive to be effective. It must “connect” in some way for the participant. 

An updated version of the bureau’s popular Guests First customer service training will roll out in 2010, along with a “menu” of additional training topics. Team Tourism and the E-Awards also will be a focus. Our next Team Tourism program will be held   Feb. 3, 9-11:30 a.m. at Harborside Event Center in Fort Myers. The program will relate proven dolphin training techniques to your company’s ability to improve productivity, retention and the bottom line. Attending Lessons from Dolphins not only will reinvigorate your team, but also will provide the insight and tools necessary to make immediate improvements in everyday work performance and outlook on the job. We also are excited to announce the collaboration between the VCB and local chambers of commerce for our celebration of Tourism Week in May. Please watch for further details and save the date of May 20.

Lastly, a new season for the E-Awards is upon us. It is time to acknowledge employees within the hospitality and associated industries whose positive influence on a visitor or resident’s experience has left a memorable impression. The E-Awards is a collaboration with various local businesses to increase public awareness and to encourage and support of the extraordinary service excellence being provided by employees of area businesses. Watch for this program to get underway very soon.

I look forward to learning and growing in my new position, but mostly to assist our tourism partners in securing visitor business that provides them with the best experience possible and ensures their frequent visits to our county!

Future articles in this column will provide tips and ideas on the often underestimated “customer service” that should be at the foundation of every business.

Please feel free to contact me at cdavlin@leegov.com or 239-338-3500. I look forward to meeting you!

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