Customer Service Toolkit

Learn how you can have an impact and lasting impression on our visitors that will keep them talking for weeks about their exceptional experience during their visit to Jacksonville.

This toolkit will consist of different programs that give front-line employees the tools needed to create memorable moments for guests while in our destination.

Front-Line Employees' Attraction Program (FLEAP)

This new program provides all front-line staff in Jacksonville the opportunity to experience our local attractions, be educated on things-to-do in the area and be able to speak with visitors on all the fun activities they can experience while visiting Jacksonville.

How FLEAP Works
Example:
Andy, who is a front desk team member at the Visit Jacksonville Hotel goes to his HR manager Kelly and asks to participate in the Visit Jacksonville Front-Line Employees' Attraction Program. Kelly the HR Manager, provides Andy with the Front-Line Employees' Attraction Program Guest Letter and informs him that he and one guest can experience any of the attractions listed on the backside of the letter for up to 30 days from issue. Andy, then decides that he and his girlfriend are going to enjoy an afternoon at the Jacksonville Zoo and Gardens, he walks up to the will call or ticket window, provides the box office staff member his letter, they sign-off on the Jacksonville Zoo’s designated line on the backside of his Guest Letter. Then Andy and his girlfriend are admitted into the Zoo and experiencing a day with the animals and gardens in Jacksonville. Andy then proceeds to visit other attractions that are listed on his letter, once he completes his 30 days, he returns the letter to his HR Manager. A guest walks up to the counter and now Andy can recommend the Jacksonville Zoo and Gardens to the family visiting for the weekend.

The Front-Line Employees’ Attractions Program Guest Letter is accessible through industry HR Managers. For questions, contact Sarah Gibson, Interactive Marketing Specialist.


VISIT FLORIDA’s Online Hospitality Training Program

We are excited to announce that Visit Jacksonville is part of the test launch of VISIT FLORIDA’s Online Hospitality Training Program. Visit Jacksonville has been selected as a participating Destination Marketing Organization (DMO), and we are happy to offer you and your front-line employees free access to this guest service training.

There currently is one training module that takes front-line employees through a 45 minute online training, exam and certification. Additional training modules are expected in Fall 2015.

Your staff will learn:

  • The power of empathy in assisting visitors
  • The importance of being present and focused in guest interactions
  • Listening to and responding with in-the-know info and recommendations
  • And much more.

To get started today, simply email kmorgan@visitjacksonville.com to receive your complimentary promo code for use by your employees. Learn more at VISITFLORIDA.org.

Other Resources