Annual Report 2011 - Sydney Opera House

99Customer First CommitmentCustomer First is our house-widecustomer service commitment.In all our endeavours, we are committedto placing the needs and views of ourcustomers first.1. Our reputationService first and foremost. We will beknown for exceptional service by everyonewho visits Sydney Opera House andeveryone who works here.2. Our cusTOmersEveryone who comes into contact with us isa customer. We understand and embrace theidea that our customers are critical to oursuccess and will be at the heart of all of oureffort, energy and creativity. We are proudof the diversity of our customers, whichis reflected in our programs, products andservices. We will display the same behavioursin all our interactions, whether to customers,colleagues, contractors or suppliers.3. Our styleWe will make customers feel warmlywelcomed and strive to ensure that visitingSydney Opera House is a vibrant, compellingand memorable experience that exceedsexpectations. We will offer a courteous,helpful, informed and personalised responseto our customers. We will seek and valueour customers’ feedback and support eachother in responding to their needs.4. Our spiritSydney Opera House is an exciting placeto visit and a workplace to be proud of.We will convey a sense of warmth andpassion for Sydney Opera House in all ourinteractions with our customers and withone another.5. Our profileWe are more than employees of SydneyOpera House – we are all its ambassadorsand are part of its personality. We willacknowledge this identity by always takingpride in our presentation, our services, ourattitudes and our behaviour. We will makesure Sydney Opera House is a clean, safe,sustainable and enjoyable precinct.6. Our teamWe will work together, support each otherand take personal responsibility to ensurethat the customer experience is alwaysseamless and consistently excellent. Wewill bring our knowledge and expertiseto each interaction, offering responsive,effective and exceptional service toachieve the best possible outcome. Serviceat Sydney Opera House means everyone,everywhere, every time making everycustomer feel special.Customer Service TeamsThe Host Team are vital front-linecustomer service staff dedicated toproviding a warm, welcoming andinformative service at two crucialcustomer service areas: the Stage Doorand the Information Desk in the Box Officefoyer. The Host Team engages with visitorsto raise awareness of the wide range ofperformances, experiences, products andservices on offer at Sydney Opera House.In February 2011, the security functionat Stage Door was transitioned to a fullcustomer service function operated by theHost Team, providing a more consistentcustomer service environment for visitors,artists and staff.Theatre Management and Front of Houseteams continue to provide customerservice to patrons attending performances.These teams are ambassadors for SydneyOpera House in all interactions withinternal and external customers, visitorsand patrons by warmly greeting andacknowledging them, actively listeningand understanding their needs andhandling challenging situations in apositive and courteous manner.The Protocol and Hospitality Officeroversees the management andcoordination of visits by high levelofficials and guests of governmentprograms, liaising with the initiatinggovernment departments and agencies(federal, state and local) and workingwith security agencies. More than 100visits were undertaken this year withVIPs attending performances, events,receptions or taking tours tailored totheir particular needs. A joint initiativewith the NSW State Office of Departmentof Foreign Affairs and Trade invitedCareer Consuls and Consuls-Generalto a private tour and the opportunity tomeet the Chief Executive. This initiativeincreased awareness of Sydney OperaHouse programs and services amongstforeign missions while promoting thediversity and quality of presentationsat Sydney Opera House. In April 2011the Protocol and Hospitality Officerrole was modified to reflect broadercommunity responsibilities.‘WE ARE PROUD OFTHE DIVERSITY OF OURcustomers, WHICH ISREFLECTED IN OUR PROGRAMS,products AND SERVICES.’