Frame the problem:
Pre-work 1: After using systematic observations and business data analysis you have come to conclude that there is a gap in terms of guest experience among the colleagues in the Front Office Department. The Front Office Team do not seem to engage the guests, they are not very friendly, their communication is very transactional, and they fail at explaining the different facilities and services available in the hotel. Your General Manager has asked you to design a learning solution to increase guest satisfaction, particularly at the check-in, concierge, guest relations and check-out touch points to resolve the issues currently experienced by the guests. However, your General Manager is requesting for you to present the ROI from the learning solution that you will implement. He wants to know specifically how you will measure the success of the training solution that you are going to implement. How would you measure the effects of your training program?
FROM NEGATIVE BEHAVIOURS:
- Disengaged from guests - Not friendly - Transactional - Lack of facilities and services knowledge
TO DESIRABLE BEHAVIOURS:
- Engaging with guests - Friendly - Conversational - Solid product and services knowledge
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