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Be My Guest – the award winning team from Pacific Fair

The Be My Guest workshops, a free event for leaders, managers and front-facing staff from the tourism, hospitality and wider business community, are heading to Cairns and Townsville in February and March.

Already, hundreds of people from dozens of businesses across Cairns, Townsville, Brisbane and the Gold Coast have attended the workshops aimed at providing tips and hints on how to win the hearts and minds of visitors to Queensland in the lead up, during, and after the Gold Coast 2018 Commonwealth Games (GC2018).

Pacific Fair Visitor Lounge

Funded by the Embracing 2018 Legacy Program, the workshops have been a big hit with attendees.

In 2017, members from Pacific Fair Shopping Centre’s Concierge Services attended these workshops. The team were able to participate in the training to build their skills, eventually going on to win Best Customer Service in Australia for a Medium Sized Business at the 2017 Australian Service Excellence Awards.

We asked members of the team to describe their experience at the Be My Guest workshop to give you a taste of what to expect.

Pacific Fair concierge services manager Thomas McIntyre said: “The Be My Guest workshops have helped the Pacific Fair team evolve in lifting the guest experience to a must-see-and-experience destination. I believe this workshop played a major part in getting us the win last year.”

Emily (right), who works at Pacific Fair’s Visitor Centre said: “The Be My Guest Workshop changed my perspective from a ‘customer’ to a ‘guest.’ We now focus on welcoming guests into our place of work, almost like our home, and show them our favourite things - those hidden gems and secrets.”

Staff members Virginia and Rebecca said the Be My Guest workshops helped them feel more comfortable when interacting with different cultures, especially after learning some basic Chinese greetings.

But don’t take their word for it! Check out the Be My Guest workshops coming up in Cairns and Townsville from February.