Creating a Coaching Culture that Will Blow Away the Customers
by Gary J. Myszkowski, Ph.D., Business Development and Engagement Manager Lore Certified Independent Executive Coach, Lore International Institute, and
Beverly Saunders Vice President, Organization Development and Training for Atlantis, Paradise Island, The Bahamas
Aspiring to Be the Number One Destination Resort in the World
When you aspire to be the number one destination resort in the world, you had better create an experience on the property that will “blow away the customer.” For Atlantis on Paradise Island, The Bahamas, this is not an idle wish—it is the number one core value of Kezner International— the parent company and operator of resorts and luxury resorts around the world.
As a result of a successful TV advertising campaign, Atlantis is probably best known for its six story water slide down the side of a Mayan Temple which empties the slider through a clear tube surrounded by man- sized sharks—aptly called “The Leap of
Faith.” Across this 600 acre property and marina, the architecture, artwork, and many of the activities available to guests of all ages are based on the fantasy of the rediscovery of the lost ancient city and civilization of Atlantis. Among its sources of eye candy are giant Dale Chihuly glass sculptures, multiple lagoons (including one where you can swim with dolphins), an archeological dig containing Atlantian artifacts, and a collection of exhibits which form the world's largest open air aquarium - complete with giant manta ray and 15 foot hammerhead sharks.
But to achieve and sustain the status of a world class destination resort, unique architecture and a distinguishing physical environment are not enough. Atlantis must meet or exceed the service standards of such industry benchmarks as Disney, The Four Seasons, and The Ritz Carlton. The luxury Kerzner One and Only Clubs must meet the service expectations of such frequent guests as Oprah Winfrey, Michael Jordan, and Bill Gates. The unique atmosphere and eye candy may attract guests for the first visit, but it will be the service that will keep them coming back.