Hospitality Standards
What It Means to Work at Killington Resort!
Written by Jordan Spear
Updated at August 10th, 2023
Killington Hospitality is the spirit that drives how we interact with our guests and inspires
them to feel connected to us. It’s our personality…our vibe…our behavior. Everyone who works here is an ambassador of Killington Hospitality, which means that together, we…
- Make it easy for people to enjoy themselves
- Always make guests feel warmly welcomed
- Take pride in brightening our guests’ day
- Get pleasure from surprising people with unexpected service, solutions, and friendliness
We encourage you to have fun bringing Killington Hospitality to life for our guests…and for each other.
Killington Hospitality Standards must guide your behavior, whether your job function has you behind the scenes or on the front lines. We are all here to serve our guests, and we are never too busy to do this well.
The Mandatory Standards are required daily behaviors for every employee who works here. This is your job, and we ask you to care about it deeply. You should also strive to achieve the Extraordinary Standards, taking guest service to a higher level. Even if such behavior doesn’t come naturally to you, with practice you can achieve it.
Mandatory Killington Hospitality Standards
BE FRIENDLY
- Smile often and naturally at guests and fellow employees.
- Say hello to every guest you encounter.
- Shield guests from your negative attitude if you’re having a bad day.
BE HELPFUL
- When a guest asks for help, be thorough and friendly with your assistance.
- If you can’t solve a guest’s need, put them in the care of someone who can.
- Proactively offer assistance to guests who look confused, lost, or troubled.
BE CONNECTED TO KILLINGTON
- Know the resort: study the map, understand the lodges, and check the Hot Sheet daily.
- Own your zone: take responsibility for the cleanliness and efficiency of your area.
- Be a part of “we”: never use the word “they” when referring to Killington. It’s not “their rules” or “their policy”… WE are all one team, and this is OUR resort.
Extraordinary Killington Hospitality Standards
BE MEMORABLE
- Sense what the guest is expecting in a situation…and deliver more than that.
- Surprise guests with unexpected moments of fun and good humor.
- Seize opportunities to create a meaningful, personal relationship between guests and Killington.
CREATE JOY
- Use a positive attitude and creative solutions to transform unhappy guests.
- Find ways to get guests to smile and laugh.
- Inspire moments that guests want to capture on photo or video
