TI WAVE TRAINING

DR. JODY JANATI

Training Manager

LUKE MAY

Training & Development Specialist

Vision, Mission & Values A G

TIRC’s Mission Statement

Treasure Island’s mission is to be the industry leader in all that we do. We nurture our success through our own continuous improvement and development of our team members and community.

TIRC’s Vision Statement

Our Vision is to be a source of pride and value to the Prairie Island Indian Community, our guests, team members and our surrounding communities.

Secretary

Valentina Mgeni

Asst Secretary/Treasurer

Tori (Constance) Campbell

Vice President

Ron Johnson President Grant Johnson

Treasurer Michael Childs, Jr.

Respect: We will treat people with dignity and fairness

Fun: We will offer an exciting and quality experience to guests and team members

Leadership: We will plan our future endeavors and act proactively

Recognition: We will celebrate our success and the accomplishments of our team members

Teamwork: We will use a team approach for decision-making and to accomplish our duties

Accountability: We will take ownership of our responsibilities

Safety: We will provide a safe environment for team members and guests

Service: We will strive to meet or exceed expectations of our team members and guests

QUESTION WHO IS RESPONSIBLE FOR MY ATTITUDE AT TI? ANSWER TOUCAN LOOK IN THE MIRROR

TREASURE ISLAND VALUES

RUDENESS IS THE

WHY IS GUEST SERVICE IMPORTANT?

THE ISLAND WAY:

WALK THE WALK & TALK THE TALK

The Problem is Not the Problem.

The Problem Is Your Attitude

About the Problem. The Problem is How You See the Problem.

The Problem is How You Feel

About the Problem. The Problem is How You Think You are Going to Solve the Problem. You Create Your Own Problems.

We Create Winning Experiences FOCUS

“IT

IS WHAT IT IS”

ISSUE

SOLUTION

AVOID “ARGUING”

When You Give Resistance; You Get Resistance

Tone: Winning, Telling & Being Right

Goal: One Right Way/One Answer

Focus: Combating & Competing

Feeling: I am Right & Rude

Strategy: Finds Faults in Ideas

Approach: Closed Minded

Points Out: Potential Problems

Position: Not Open to New Ideas

Structure: Difficult & Controlling

Aftermath: May Hold a Grudge

Language: Argues: “…But”

Should, Have to, Need to, No, You, Stop, Don’t, Never, Always, Can’t

TOUCAN “TALK”

Tone: Asking, Learning & Understanding

Goal: Finding the Best Solution

Focus: Consulting & Collaborating

Feeling: I am Respectful & Patient

Strategy: Finds Strengths in Ideas

Approach: Open Minded

Points Out: Potential Solutions

Position: Open to New Ideas

Structure: Comfortable & Collaborative

Aftermath: Chooses to Let it Go

Language: Discusses: “…And”

May, I Prefer, Tell Me More, Feel/I Need, We, I Noticed

When You Give Respect; You Get Respect

WAVE Training

TRAINING TIMES

Wed 3/20 7am & 11am Eagle/Wolf

Thurs 3/21 1pm, 3pm, 6pm & 9pm Eagle/Wolf

Tues 3/26 4pm & 6pm Eagle/Wolf

Wed 3/27 7am, 11am & 1pm Eagle/Wolf

Wed 3/28 1pm, 3pm, 6pm & 9pm Eagle/Wolf

-Sign Up on ToucanMandatory for all Team Members