'S'
What does 'S' stand for in SHOW?
Smile and Greet
This small but powerful word, said sincerely after hearing a guest’s feedback, can build instant trust
Thank You!
If you notice a guest looking lost or confused, the best first step is to do this
Approach them and offer assistance
What does “W” Stand for in SHOW?
WOW! The Guest
What are 2 body language cues that show you're approachable?
Possible Answers:
-Smile
-Eye contact (not staring/natural)
-Open body language (arms uncrossed, standing upright)
-Warm and friendly tone
-Turn body toward the speaker/guest
-Nodding to acknowledge understanding
By pausing, asking thoughtful questions, and acknowledging feelings, you practice this when hearing a guest’s story
'Active listening' or 'Intentional listening'
Part of Owning the Experience is being mindful of how we respond to guests. The first thing to do when a guest shares a complaint, before offering any solution is this
Listen and apologize
Personalize their visit/create WOW! moments
This gesture is proven to release endorphins, which are natural mood lifters and can help reduce stress
Smile
Every guest has one of these - the unique background and reason they're visiting today
Their Story
A guest asks something you’re unsure about… top-tier service means doing this rather than guessing
Acknowledge honestly and assist by finding the right answer or connecting them personally to someone who can help.
You may say something like – “That is a great question, let me find out for you.”
A team member may receive one of these cards for delivering outstanding service, or a positive mention in the guest survey
Instead of saying “Can I help you?” or “Next!”, a genuine greeting might start with this word
"Welcome!" or "Good morning/afternoon!"
Example greeting: “Welcome to MGM, how may I assist you today?”
In our guest survey, they have the opportunity to score 1-10 on how likely they are to recommend MGM Grand Detroit.
This is called our Net Promoter Score and we use it to measure how well we deliver SHOW service.
What acronym is short for 'Net Promoter Score'
NPS
Others are more likely to remember how you made them feel rather than this
What you said – tone and body language make a huge difference in interactions
Name 1 example on how you can WOW! a guest?
(internal or external)
-Use their name when speaking to them
-Remembering their favorite drink order
-You notice on their ID it’s close to their birthday, acknowledging/say happy birthday
-Give them recommendations of where to go/what to try
-Giving a genuine act of kindness, no matter how small or big