Rocco DeLorenzo
Rocco De Lorenzo's business message is simple:
"The success of any business depends on how well their employees interact and connect with their customers."
Spending twenty plus years in the Hospitality Industry, Rocco's experience in customer service and creating the customer experience stems from working at two major Las Vegas strip casinos: the Monte Carlo Resort and Casino, and the Mandalay Bay Resort and Casino.
It was while working at the Mandalay Bay that Rocco designed and implemented his Casino Workshop to help improve the interaction between the casino personnel and their guest. The results proved a win-win-win scenario for the guest, the casino, and the employees alike! Understanding that his training was vital to all aspects of the Hospitality Industry, Rocco designed his Customer Experience Standards: How to Engage, Interact, and Connect with Customers program to meet the needs of all departments.
With his keynote presentation, "It's all about the Experience: Turning Customers into Unpaid, Unofficial Spokespeople!" Rocco explains the importance of creating the customer experience and the vital role employees have was it comes to building customer loyalty
Rocco knows that in today's competitive world, having just a good service simply is not enough anymore. Businesses have to be exceeding their customer's expectations by empowering their employees to go above and beyond the status quo of ordinary service and to provide something truly exceptional. They must be to creating that "experience" for their customers.
Because it's all about the experience!
Rocco De Lorenzo's business message is simple:
"The success of any business depends on how well their employees interact and connect with their customers."
Spending twenty plus years in the Hospitality Industry, Rocco's experience in customer service and creating the customer experience stems from working at two major Las Vegas strip casinos: the Monte Carlo Resort and Casino, and the Mandalay Bay Resort and Casino.
It was while working at the Mandalay Bay that Rocco designed and implemented his Casino Workshop to help improve the interaction between the casino personnel and their guest. The results proved a win-win-win scenario for the guest, the casino, and the employees alike! Understanding that his training was vital to all aspects of the Hospitality Industry, Rocco designed his Customer Experience Standards: How to Engage, Interact, and Connect with Customers program to meet the needs of all departments.
With his keynote presentation, "It's all about the Experience: Turning Customers into Unpaid, Unofficial Spokespeople!" Rocco explains the importance of creating the customer experience and the vital role employees have was it comes to building customer loyalty
Rocco knows that in today's competitive world, having just a good service simply is not enough anymore. Businesses have to be exceeding their customer's expectations by empowering their employees to go above and beyond the status quo of ordinary service and to provide something truly exceptional. They must be to creating that "experience" for their customers.
Because it's all about the experience!
It's all about the Experience: Turning Customers into Unofficial Unpaid Spokespeople
Customer Experience Standards: How to Engage, Interact, and Connect with Customers
When it comes to their job, most employees know what to do, when to do it, and how to do it. However, employees often don't know why they are doing it. Rocco De Lorenzo created this workshop to help employees understand their purpose and the integral part they play in the big picture. Employees play a vital role in creating an outstanding customer experience and building customer loyalty. In this workshop, employees will learn seven Customer Service Standards...
Overcoming Negativity: 7 Ways to Deal with Negativity at Home, at Work, And in your Head!
Negativity can permeate and affect every aspect of life - including one's work. Workplace negativity occurs when negative thoughts, feelings, and actions are communicated while on the job. The negative mindset employees have toward their job, bosses, co-workers, customers, company, or even life itself, can hinder their ability to perform at optimal levels. When left unchecked, the "virus" of negativity can quickly turn into a plague that spreads throughout an organization. In the end,...
The Casino Workshop
With casinos practically in every state, what makes a guest choose to go to your casino to spend their money? These days, having mediocre customer service simply isn't enough, because guest expectations are greater than ever. Casinos must be able to exceed those expectations by going above and beyond, and providing something truly exceptional that will make visitors come back for more.
The Casino Workshop is a training program that coaches casino personnel. It teaches...
