Full- and part-time staff staying current to ensure all guests experience MIDWEST HOSPITALITY AT ITS BEST
Brookings, S.D. (10/25/2018) – The Swiftel Center full- and part-time staff completed several leading industry trainings to increase safety and security, uphold a standard of excellence in hospitality, and provide maximum inclusiveness for all attendees. More than 100 staff were present for an evening training session which covered the following: KultureCity Sensory Inclusive Training, South Dakota Department of Tourism Hospitality Training, and ALICE Active Killer Training. The sensory and hospitality trainings were led by full-time Swiftel Center staff including Ashley Biggar, Event Manager; the ALICE Active Killer training was led by LT. Coon of the Brookings Police Department.
The Swiftel Center hosts regular training for full- and part-time staff to stay current with the leading safety and hospitality industry standards. Attendees at the Swiftel Center can expect to experience excellent customer service and a feeling of safety and security while in the facility. The Swiftel Center has built a reputation of providing “Midwest hospitality at its best.”
KULTURECITY SENSORY INCLUSION TRAINING
KultureCity has partnered with the Swiftel Center to make the facility and all hosted events sensory inclusive. This new initiative will promote an accommodating and positive experience for guests with a sensory issue. Swiftel Center staff were trained to recognize guests with sensory needs and how to handle a sensory overload situation. Sensory bags – equipped with noise canceling headphones, fidget tools, verbal cue cards and weighted lap pads – will be available to all Swiftel Center guests who may feel overwhelmed by the environment.
Sensory sensitivities or challenges with sensory regulation are often experienced by individuals with autism, dementia, PTSD and other similar conditions. One of the major barriers for these individuals is sensitivity to over stimulation and noise, which is an enormous part of the environment in a venue like the Swiftel Center. With this certification, the Swiftel Center is now more prepared to assist guests with sensory sensitivities in having the most comfortable and accommodating experience possible when attending an event.
KultureCity is a leading non-profit recognized nationwide for using their resources to revolutionize and effect change in the community for those with sensory needs. In the past year, KultureCity has created several sensory inclusive venues and events including the NFL Pro-Bowl, NFL Super Bowl, 16 NBA arenas, 5 NFL stadiums, 5 NHL arenas and countless zoos, science centers and aquariums across the nation.
SD DEPARTMENT OF TOURISM HOSPITALITY TRAINING
South Dakota is known for welcoming visitors from around the globe with a friendly smile and excellent customer service. To uphold this reputation, the South Dakota Department of Tourism offers training to ensure that “South Dakota” and “great hospitality” are synonymous. The Swiftel Center partnered with the South Dakota Department of Tourism to offer the department’s hospitality training in a classroom format. Swiftel Center staff were trained on hospitality best practices; skills covered in the training included:
- Courteous Communications
- Knowledge of the Company, its Products, the Community, and the Region
- Creating Exceptional Appearances
- Being a Good Listener
- Showing Customers You Care
- Dealing with Difficult Customers
- Taking Care of Yourself
ALICE ACTIVE KILLER TRAINING
ALICE (Alert, Lockdown, Inform, Counter, Evacuate) training provides preparation and a plan for individuals and organizations on how to more proactively handle the threat of an aggressive intruder or active killer event. Led by LT. Coon of the Brookings Police Department, ALICE training informed the Swiftel Center staff what to do in an active killing event, how to recognize signs of potential violence, and what to expect after an active killing takes place.
The mission of ALICE training states: “The threat of an active shooter attack is rare but very real. We aim to eradicate the ‘It can’t happen to me.’ mentality and change the way people everywhere respond to armed intruders. At the ALICE Training Institute, we believe that individuals should be prepared for active shooter events and empowered to make their own life-saving decisions. Once empowered to make their own life-saving decisions, individuals must be trained in proactive active shooter response options, rather than a passive, mandated, one-size-fits-all response. We want all Americans to have the knowledge and skills to survive when shots are fired. We can achieve this by training as many people as possible and implementing training in drill form across all organizations. We have seen the successful results of fire drills. It’s time to start anticipating man-made disasters.”