Customer Service at Smugglers' Notch

Excellence in guest service is the foundation of our success as America's Family Resort. This attitude applies to all contacts and job performance at Smugglers' Notch, whether it is with our guests, our suppliers, or each other.

Here are some tips:

  • Always conduct yourself in a manner that will cause guests and other employees to return to Smugglers' Notch and to recommend the Resort to others as a great place to vacation and work.
  • Smile at guests and each other; greet people cheerfully.
  • Make eye contact; listen carefully.
  • Answer questions courteously, confidently, and promptly; get the answer if you don't know and get back to the other person, whether a guest or another employee.
  • Anticipate the needs of guests and others with whom you deal. When addressing problems or complaints, remember our acronym, LAST: Listen — Apologize — Solve — Thank.
  • This approach will serve us well in anything we do. Use it to your advantage.

    If you go above and beyond the call of your normal job responsibilities, demonstrate the concept of Respect/Inspect, or exemplify the "We Want You Back" positive attitude as observed by others, you may be recommended for the Smugglers' Notch excellence in guest services award, known as the "Guest of One."

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