Customer Service

Delaware North is strongly committed to working with our customers and clients to ensure that they enjoy a memorable experience. We recognise that customer and client requirements are the key drivers of our business.

The GuestPath® program identifies individual service needs at our contract sites. Based on these needs, we then design a program to deliver the appropriate type of service to customers or clients. Through the GuestPath® program, we provide staff with the skills and processes to find out customer needs and meet their expectation.

The Guestpath® Universal Service Standards

Professional grooming and appearance
We present a professional appearance as a poor appearance would immediately detract from all aspects of our service.
Attentive posture
Welcoming, positive energy is essential when creating experiences of a lifetime.
Gracious and friendly service
Gracious and friendly service by courtesy and professional language.
Guest's name
We show our guests that we take notice of them whenever we can, by finding out and using their names. This helps us recognise and respond to our guests as individuals.
Greeting guests
Extending a gracious welcome is one of the many ways that we surprise our guests with special touches.
Thanking the guest
Thanking a guest is our way to communicate our appreciation and pleasure for the opportunity to provide service.
Teamwork
Our efforts all combine to create experiences of a lifetime. It is a team effort.
Pride in facility maintenance and appearance
The cleanliness and condition of our facilities truly affect the guests' overall perception of the quality of our services, products and staff.
Product knowledge and skills
Our knowledgeable, well-trained staff members confident and prepared to understand and foresee our guestsâ needs, provide quick and accurate responses when guests seek information about the venue or the local area.
Telephone courtesy
We offer friendly and gracious service over the phone.