This document outlines a course to train Club Service Representatives at Maryland Live! Casino on delivering excellent service. The 15-20 minute course has two lessons: 1) an overview of the Live! Rewards Club and elements of club service delivery, and 2) identifying guest types and delivering service according to the Live 5 Service Standards. Lessons include scenarios, roleplays, and questions to ensure representatives understand the importance of excellent customer service for business growth and their own potential benefits.

1. Course Design
Page 1 of 2
Course Title Delivering Excellent Service
Description
This course is intended as an introduction to Maryland Live! Casino
the fundamentals of being a successful Club Service Representative.
It provides learners with an understanding of the Live 5 Standards,
how to deliver excellent service to guest.
Course Objectives
Upon completing this course, you will be able to:
 Explain Live! Rewards® Club and its services
 Define the elements in club service delivery
 Discuss the importance and benefits of delivering excellent
service
 Identify and understand “Live 5 Service Standards”:
 Identify guest types
 Deliver excellent service
DeliveryMethod Instructor-Led Training
Intended Audience Club Service Representatives
Audience Numbers 8
Estimated Duration 15 - 20 Minutes
Prerequisites Basic computer skills
Developer Sign Off
Name: ______________________________
Date: _______________________________
Instructor(s) Kathy Avila
Course Design
Assumptions
Learners will be complete this course with guidance from an
instructor.
Course Design Open
Issues
None

2. Course Design
Page 2 of 2
Lesson 1: Club Service Overview
After completing this chapter, you will be able to:
A. Explain Live! Rewards® Club and its services
B. Define the elements in club service delivery
C. Discuss the importance and benefits of delivering excellent service
Exercises Type Description
Scenario – Exercise (A) Section A.
Demonstrate how to use the Live! Rewards® Club Service process
to assist the guest.
Question Section C.
Ask why should you care about delivering excellent customer
service?
Lesson 2: Delivering Excellent Club Service
After completing this chapter, you will be able to:
A. Identify and understand “Live 5 Service Standards”:
B. Identify guest types
C. Deliver excellent service
Exercises Description
Roleplay – Exercise (B) Section C.
This exercise will demonstrate how to identify and serve guest
types.
Question Section C.
Ask why should you care about delivering excellent customer
service?
Assessment: Delivering Excellent Service
The purpose of this assessment is to allow participants to demonstrate their aptitude in delivering
excellent service.
A. Multiple Choice
B. True or False
Question Answer
Which option below is NOT a part of the
Live 5 Service Standards?
Section A.
a) We look CLEAN
b) We feel BOLD
c) We are FRIENDLY
True or False? You should care about
delivering excellent customer service
because business growth means more
potential benefits for you.
Section B.
a) True
b) False