Katie Shepard Receives Statewide FOCUS for Excellence Outstanding Employee for 2011

Virginia State Parks Director describes what is customer service at award ceremony

This annual award is presented to employees in Virginia State Parks who dedicate their careers to serving park visitors and employees.

Shepard felt, “Totally surprised and honored,” when she received the award. “It was better than graduating college. That’s what I told my grandma.”

Shepard graduated from James Madison University in 2009 and joined Douthat State Park in April 2011.

“I like working in jobs that support outdoor recreation,” said Shepard.

The last three summers Shepard worked at Sherando Lake Recreation Area.

“I’m thinking about going back to school,” said Shepard. “Maybe getting a Master’s in Geographic Information Science.”

When asked what is the best part about her job she responded without hesitation, “Meeting all the campers and park guests,” said Shepard. “One guy was here for a week and he was hilarious. He knew my name every time he came into the office and he just chit-chatted all week.”

In 1998, a consultant was hired to develop a customer service training program specifically for Virginia State Parks. Every employee, central office and field, part-time and full-time, receives this training. This FOCUS training helps employees to remember to “focus” on customer service.

“Katie is a customer-oriented employee both internal and external,” said Douthat State Park Manager Charles Conner. “Katie makes a great first impression and goes the extra mile in providing guests with what they need.”

True words of excellent customer service have been used to describe Shepard: positive, smiling, helpful, friendly, and accommodating.

“I think the reason Katie does so well with customer service is that she really cares about the park guests and wants them to enjoy the park,” said District VI Manager Forrest Gladden. “She has been an asset to the park from her first day [and she] is always giving our guests just a little more to help improve their visit.”

For general park information click here, contact the park office at 540-862-8100 or e-mail Douthat State Park at [email protected]. Douthat is located at 14239 Douthat State Park Road, Millboro, VA 24460.

Overnight reservations can also be made by calling 1-800-933-PARK (7275) or by booking on line.

Tweet