SAV6
The Savannah Standard: SAV6
City wide service excellence for Savannah’s tourism and hospitality community.
Overview
SAV6: The Savannah Standard
SAV6: The Savannah Standard is TLC’s citywide service excellence program for anyone who interacts with customers or guests. It’s built for everyone, not for hotels, not for restaurants, not for tours. Everyone. It’s for you, and it’s for your colleagues and coworkers.
Phase 1 of the program, the planning and architecture, is now complete. In partnership with Figary, a world-class training and education company, we’ve spent the last year hearing from stakeholders and business operators around our community to learn and build.
The point is to create a shared customer service standard that is for our community, by our community: six clear behaviors that frontline people and their leaders can teach, set, and coach together. Warmly Welcome. Be Positive and Professional. Use Their Name, If You Have It. Be Genuinely Interested. Be Helpful and Informative. Encourage Them Back.
When those behaviors show up consistently, customers feel a coherent welcome from the hotel to the shop to the attraction, instead of a patchwork that changes at every door. Visitors judge the whole city by that experience. Service is how we protect reputation and earn return visits.
The program runs in three parts that work as one system. Phase 2, Delivering Service with the SAV6, gives every service professional and their supervisors the same six behaviors and practices they can use that same shift. It is for frontline teams and for anyone who meets a guest across hospitality, retail, attractions, city services, and the rest of the visitor path. Phase 3, Setting Clear Expectations with the SAV6, is for supervisors, operations leaders, HR, and trainers. Using the MAP Framework, it turns vague asks into observable actions a team can follow on the floor. Phase 4, Coaching for Consistency with the SAV6, is for that same leadership audience. Using GROW coaching, it keeps the standard alive mid shift with short, useful conversations and accountability without micromanagement.
If Savannah is going to be known for how we treat people, we practice it together. That is what SAV6 is for.
The Framework
The SAV6
Six behaviors. Clear enough to teach. Strong enough to hold.
- Warmly Welcome
- Be Positive and Professional
- Use Their Name, If You Have It
- Be Genuinely Interested
- Be Helpful and Informative
- Encourage Them Back
That’s the standard. The classes below teach it, set it, and coach it.
Upcoming Classes
Learn and lead with the SAV6
Actor led workshops with Front Porch Improv. Phase 2 registration is open. Phase 3 and Phase 4 registration will be opened soon.
Delivering Service with the SAV6
Visitors experience Savannah as one city, not as a string of separate businesses. This class gives every service professional the same six behaviors so the welcome feels consistent from the hotel to the shop to the attraction. Front Porch Improv leads the room with actors. No awkward role play. Service is how we earn reputation and return visits.
Who: Frontline and all service professionals across hospitality, retail, attractions, city services, and anyone who meets a guest. Open to everyone.
Phase 2 · Tuesday, Oct 6, 2026
Hyatt Regency Savannah
Morning session: 10:00 AM to 12:00 PM
Afternoon session: 4:00 PM to 6:00 PM
Cost: $30 per person
Setting Clear Expectations with the SAV6
Standards stick when leaders make them observable. Using the MAP Framework, this session helps supervisors turn vague asks into clear actions people can see on the floor. Supportive, not punitive. Same SAV6, spoken in a language a team can actually follow.
Who: Supervisors, operations leaders, HR, and trainers.
Phase 3 · ~ Nov 5, 2026 (hold)
Hyatt Regency Savannah
Time: 10:00 AM to 12:00 PM
Registration will be opened soon
Coaching for Consistency with the SAV6
Setting the bar once is not enough. This class uses GROW coaching so leaders can keep the SAV6 alive mid shift with short, useful conversations. Accountability without micromanagement. A coaching rhythm that holds the standard between formal reviews.
Who: Supervisors, operations leaders, HR, and trainers.
Phase 4 · ~ Nov 10, 2026 (hold)
Hyatt Regency Savannah
Time: 10:00 AM to 12:00 PM
Registration will be opened soon
Note: Phase 2 morning and afternoon registration is live. Phase 3 and Phase 4 registration will be opened soon.
Partners
Sponsors
Presented with support from our sponsors:
Community
Community Partners
Presented with support from our community partners:
If Savannah is going to be known for how we treat people, we have to practice it together. SAV6 is how we do that.