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Training for Oneida Nation Employees Reaches for New Heights

Story Created: Jan 14, 2009 at 9:24 AM EST

Story Updated: Jan 29, 2009 at 2:05 PM EST

The Oneida Nation is looking to bring the same level of superior service that is provided to guests at its Turning Stone Resort and Casino to all aspects of the Nation. Called “Standards of Excellence,” this endeavor focuses on overall service standards, including additional training for all employees of the Nation’s workforce about the diverse menu of products and services offered by all of its enterprises. The Nation wants to create a culture of service that extends beyond external guests to those “internal guests,” the employees who provide service to those departments who deal directly with external guests.

In the first phase of classes, Andrew Lee, vice president of food & beverage at Turning Stone, zeroed in on the administrative services area such as purchasing, legal, accounting and administration. Lee addressed topics like office etiquette, time management, paying attention to detail, job preparation, organization and anticipatory behavior.

This training program will continue to focus on additional aspects of delivering premier service, including how to deal effectively with customer complaints.
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