The George S. Mickelson Great Service Award honors businesses or organizations that have 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 Star designation.
Three George S. Mickelson Great Service Awards were presented for 2017.
In today’s social media world, a good or bad experience is rapidly communicated throughout online communities. That’s why it is more important than ever to create an environment focused on customer service and visitor experience. That’s why every year we recognize industry partners who go above and beyond.
Presented to
The Lodge at Deadwood
Mark Mickelson, son of George S. Mickelson; Secretary Jim Hagen;
and Governor Dennis Daugaard (far right) present a
2017 George S. Mickelson Great Service Award to
Sean Berreth, Bobbi Grubb and Anthony Galbraith
at the 2018 Governor's Conference on Tourism.
downloadable, hi-res version of this photo (300 dpi)
The Lodge at Deadwood challenges its employees to choose excellence over average in every situation. This includes greeting guests in the hallway when they come within 10 feet of them and using the guest’s name whenever possible.
The Lodge at Deadwood has a comprehensive training program for all their employees that includes information on how to turn an unhappy guest into a satisfied guest using positive body language, eye contact and the anticipation of needs.
All frontline employees undergo additional training that includes the Top 12 steps for creating a culture of hospitality at the front desk. All employees are randomly tested throughout the year to help maintain service retention and excellence.
Using customer reviews and comment cards, The Lodge at Deadwood acknowledges employees for a job well done with one-on-one managerial recognition, as well as a corporate Employee of the Month and an Employee of the Year program.
They also encourage everyone from maintenance and housekeeping to wait staff and Blackjack dealers to be ambassadors for their town, suggesting things visitors might enjoy during their stay.
(The Lodge at Deadwood is a corporate category winner with access to a larger corporate training program.)
And,
Presented to
Rush Mountain Adventure Park
Mark Mickelson, son of George S. Mickelson; Secretary Jim Hagen;
and Governor Dennis Daugaard (far right) present a
2017 George S. Mickelson Great Service Award to
Ross Johnson, Tonya Johnson, April Hagen and Tom Hagen
at the 2018 Governor's Conference on Tourism.
downloadable, hi-res version of this photo (300 dpi)
Rush Mountain Adventure Park is an attraction that is constantly evolving to meet the wants and needs of today’s visitor and working to increase their length of stay in our state.
To help make a good impression on guests, Rush Mountain adheres to a “Make Someone Smile” philosophy that encourages everyone to get someone to smile throughout the day.
To accomplish this, all staff undergoes extensive training at the beginning of the season and leadership attends “Supervisor University” where they learn hospitality, customer service and daily management techniques.
During the season, the staff meets weekly to discuss customer service, analyze strengths and weaknesses and schedule follow-up training sessions, if needed, to address any issues.
The “Good Job By You” program recognizes outstanding staff that goes beyond the norm and does something exceptional in the way of customer service, or a staff member who is mentioned by name in a review on TripAdvisor, Facebook or other platform.
Rush Mountain Adventure Park has not only raised the bar on customer service, but is also pushing the envelope to find ways to thrill our visitors.
(Rush Mountain Adventure Park is a non-corporate category winner. This category recognizes smaller hospitality businesses that do not have access to a larger corporate training program.)
And,
Presented to
Crazy Horse Memorial
Secretary Jim Hagen; Mark Mickelson (center), son of George S.
Mickelson; and Governor Dennis Daugaard (far right) present a
2017 George S. Mickelson Great Service Award to
Monique Ziolkowski and Viga Ziolkowski
at the 2018 Governor's Conference on Tourism.
downloadable, hi-res version of this photo (300 dpi)
Crazy Horse Memorial believes all visitors are friends and from the moment they step onto their property, they should be treated that way.
The “Make A Friend” policy empowers every employee to recognize and address any questions or concerns a traveler may have. Staff are given a full-day of training and are encouraged to participate in the online hospitality training provided by the Department of Tourism. Last year, 57 employees completed the course and 55 were also nominated for the Governor’s Certificate of Recognition for Outstanding Hospitality.
Travelers can recognize an employee for great service by filling out paper surveys at one of eight on-site locations or online at one of the five electronic kiosks located throughout the complex. Outstanding employees are recognized in the newsletter, at staff pizza parties, barbeques and the annual Christmas dinner.
EVERY employee also receives a complimentary van ride for themselves and eight family members to the top of the memorial – an $1,100 value.
(Crazy Horse Memorial is a non-corporate category winner. This category recognizes smaller hospitality businesses that do not have access to a larger corporate training program.)
Thank you to all of our industry members who participate in the Great Service Star program and to all industry staff who go above and beyond in the name of great service. Here are the finalists for the 2017 George S. Mickelson Great Service Award. In addition to the winners, these finalists also deserve recognition for all they do to make our visitors feel welcome:
Aberdeen Best Western Ramkota Hotel, Aberdeen
Arrowwood Resort at Cedar Shore, Chamberlain/Oacoma
Black Hills Vacations, Deadwood
Prairie Berry Winery & Miner Brewing, Hill City
Rapid City Best Western Ramkota Hotel, Rapid City
Rapid City Comfort Suites Hotel & Convention Center, Rapid City
Rapid City Convention & Visitors Bureau, Rapid City
Redlin Art Center, Watertown
Reptile Gardens, Rapid City
Sioux Falls Clubhouse Hotel & Suites, Sioux Falls
Swiftel Center, Brookings
Wylie Park, Aberdeen
Go to "Training & Hospitality" for more information about the Great Service Star Designation
and the qualifications for the George S. Mickelson Great Service Award.