Michelle Pascoe and David Staughton


Michelle Pascoe is an International Certified Speaking Professional, an Accredited Trainer and Assessor, and managing director of Optimum Operating Procedures and Services, Pty., Ltd. (OOPS), one of Australia’s most respected training and research companies. She works with small to multimillion-dollar companies in the gaming industry, as well as the hospitality, retail, manufacturing, real estate, government, automotive and professional services sectors to ignite employee potential and drive outstanding service experiences.

David Staughton, BSc (Hons), AFAIM, CCEO, MIMC, is a scientist, author, speaker and award-winning businessman who helps companies find more opportunities to make sales all year round. With over 30 years of experience, Dave drives business development and cross-selling in a broad range of industries including mining, retail, hospitality and consulting. Dave’s consulting and training clients include multinationals, nationally-listed companies and groups of small businesses seeking to radically lift team member engagement levels and boost sales results.

The VIP Principle

Publication Date: May 2015

Wow Your VIP Guests And Boost Your Business

Whether you run a casino, resort, club, hotel, restaurant or conference centre, it has never been harder to compete for your guests’ dollar. How can your business cater to all of its highest-paying guests if they are from different generations and cultures, each with their own languages and high expectations? The VIP Principle is your answer.

Inside, you will learn the best strategies that business veterans Michelle Pascoe and David Staughton have collected over a combined 50 years to help you continuously improve your guest experience, including easy-to-implement ways you can:

• Measure guest satisfaction to find your strengths and weaknesses
• Gather competitor intelligence
• Create a workplace of high-quality values and ethics
• Develop team-oriented leaders that impress your guests
• Satisfy current VIP guests and identify future ones
• Prioritize improvements based on your guests’ needs
• Use entertainment, dining and décor to fill your venue all year long The VIP Principle is a sure bet to keep your best guests coming back―and bringing their friends.

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