The George S. Mickelson Great Service Award honors a business, community, or organization that has done an exemplary job of exceeding visitors’ expectations in customer service. It marks the culmination of a yearly hospitality program that involves hospitality training, customer comment cards, an employee recognition program, and an application for the Great Service Award.
Each 2009 winner receives a $1,000 credit to use in any of the Office of Tourism’s cooperative advertising programs in 2010.
Two George S. Mickelson Great Service Awards were awarded for 2009:
Presented to
The Yankton Convention
& Visitors Bureau
Governor Mike Rounds presents the 2009 George S. Mickelson
Great Service Award to Michelle Kolda (left) and Lisa Scheve (center).
The Yankton Convention and Visitors Bureau (CVB) believes the entire community is affected by tourism and that all businesses need to be prepared to assist visitors. Employees need to be knowledgeable of what their community has to offer visitors in terms of lodging, attractions and services.
In 2009, the Yankton CVB developed their own hospitality, customer service, and information training program and took it to the community, holding training workshops in which more than 55 local businesses took part. Additionally, on-site training sessions were held at 20 businesses. The total number of employees and managers trained exceeded 500 by early September.
One aspect of the training the Yankton CVB conducts is called “Hidden Treasures." The training uses elements of history and trivia to educate participants on activities, sites, attractions, lodging properties, campgrounds, parks, and much more, which then enables them to cross-market the community in an effort to extend visitors' stays. A direct result of the training is the new appreciation participants have for their community and the visitor industry.
The staff has taken advantage of several other training opportunities, including attendance at the Governor's Conference on Tourism, participation in the CVB training program, and attendance at the Institute of Organizational Management – Winter Institute. They also participate in the Governor's Great Service certificate program.
And,
Presented to
Xanterra Parks & Resorts
at Mount Rushmore
Governor Mike Rounds presents the 2009 George S. Mickelson
Great Service Award to Lloyd Shelton (left), Russ Jobman (center)
and Mark Parker (right).
The management and staff of Xanterra Parks and Resorts at Mount Rushmore National Memorial at Keystone (Xanterra) is committed to practicing integrity and quality, maintaining positive relationships with guests, and creating unforgettable memories for them.
In 2009, Xanterra began management enhanced training and service standards to meet the needs of their guests with sight, hearing, speech, and motor limitations.
Xanterra's extensive customer service training includes attendance at the Governor's Conference on Tourism, alcohol awareness training, National Park Service training, safety training, property familiarization classes, and refresher courses throughout the year.
Xanterra staff is motivated to provide great customer service through the STAR incentive program. This program offers opportunities for staff to earn prizes for exhibiting teamwork, initiative, dedication, and outstanding customer service.
Xanterra’s excellence in service is noted through the many comments received from visitors. Many employees have been nominated for and have received the Governor's Great Service certificate for outstanding performance in hospitality and customer service.
The distinguished finalists for 2009 were…the Best Western Ramkota Hotel & Conference Center, Rapid City; Cedar Shore Resort, Chamberlain/Oacoma; ClubHouse Hotel & Suites, Sioux Falls; Custer State Park, Custer; Division of Parks and Recreation - South Dakota Department of Game, Fish & Parks, Pierre; Holiday Inn Hotel & Convention Center, Spearfish; Prairie Berry Winery, Hill City; Rapid City Convention & Visitors Bureau, Rapid City; Yankton Convention & Visitors Bureau, Yankton; and Xanterra Parks & Resorts at Mount Rushmore National Memorial, Keystone.