Q2, short for Quality Quest, is Hornblower's customer service training program. Every two weeks managers from each office nominate an employee or employees who have gone above and beyond. For the last year, nominated employees have competed for the big award, which is a cruise for two anywhere in the world.
We asked Megan a few questions about.....
Tell us a little about your role at Hornblower and how you interact with guests?
I started off here working onboard as a stew in 2007 and worked my way to the Sales Office. I love my job and my role here at Hornblower. I love that I am able to assist any Department, and that people can come to me if they need anything. I will say, I am the employee I am today because of the people I work with and who have taught me along the way. Every day is a new and great experience all because I have amazing coworkers who are nothing shy of fantastic to work with. It is so easy to interact with our Guests because we are selling a different type of experience that people go crazy over and have so much fun onboard. Besides, it's easy to sell a product when you love the Company and you love what you do.
Why is customer service important to you? Have you always had jobs where it was important?
Yes, I have always been in the Customer service side of my
jobs. Previously, I was a manager a ColdStone Creamery and I also worked
for Pacific Adventure Cruises here in Marina del Rey. Customer service is
important me because I want people to have the same experience as I would like
to have. Let's be honest, there's nothing better than coming to work with an email or a message from a Client because you made their Wedding Day as special
as it was, or their 50th Birthday that their friends will talk about for years.
Those are the memories that will never be forgotten. Those are the memories
that I want to help create.
What has been the impact of Q2 training in your office?
Q2 in our office happens everyday. We are always telling each other to be Q2, or to Create the Next Amazing Experience.
What is your favorite Q2 Value or Hospitality Behavior?
I would say my favorite Q2 Value would be Team Work. I cannot express enough how much I love my team here. My team consists of my office, the onboard Food and Beverage Staff, the Operations Staff, Maintenence, everyone. I have made some friends here that I will have for the rest of my life. We are one big happy family.
Where are you thinking about going on your cruise and what are your top three vacation spots in the world?
Honestly, I am not sure where I want to go yet. I want to be able to do research on each location and it depends on the time of the year I go. The Caribbean or Bahamas always sound nice. My top 3 vacation spots in the world are Sydney, Australia (I've wanted to go there for as long as I can remember), London, and and Barcelona.