Warner Village Theme Parks Wins International Excellence Award

Warner Village Theme Parks has been awarded the 2008 Best Guest Services Training Program Award at the International Association of Amusement Parks and Attractions (IAAPA) Spirit of Excellence Awards, held in Orlando, Florida on 19th November 2008.
The Awards were presented by the International Association of Amusement Parks and Attractions to honour excellence in Human Resources Programs.
Warner Village Theme Parks (WVTP) won the category with its âBe Our Guestâ service philosophy. The program utilises a multi-step process of âWelcome, Listen, Suggest, and Closeâ.
WVTP has incorporated this philosophy since 2007 at its theme park properties, measuring its success with a mystery shopper program, which identified a rise in guest satisfaction ratings throughout the parks.
The WVTP Group beat competitors including Universal Studios, Busch Gardens and Ocean Park Hong Kong to win the prestigious award, which was judged by industry experts from all over the world.
Warner Village Theme Parks Director of Human Resources, Tony Lines, said that WVTP developed the program to distinguish themselves from the competition. As Tony stated, âwe wanted to cement our parks as a world class product. We already provided world class attractions and entertainment, but we knew to be truly world class our point of difference would come from the team members and the way they interact with guests.
âWe utilised our team members many years of industry experience across the business to develop a program that recognises that the people who come into our parks are much more than just âcustomersâ; they are our guests�? he said.
Tony added that the aim of the âBe Our Guestâ program is to provide a consistent, quality guest service for all guests; at every interaction, stating âour goal is to exceed their expectations, to excite and amaze and to enhance their experience in our parks.�?
Crucial to the program is the understanding and acknowledgement that the link between Service and Sales is inextricable. With exceptional Service comes exceptional sales, a most happy and fortunate by-product of Quality Service provision.
Lines said that he was extremely proud of team members and the award win was a true indication of Warner Village Theme Parks world class training and service standards.
In recent years Warner Village Theme Parks has also won the IAAPA Spirit of Excellence Award for Best Supervisory Program and the IAAPA Spirit of Excellence Award for Best Orientation Program.