Guest Recovery

This eLearning course guides hospitality industry professionals through scenario based training to maximize the Guest experience.

Responsibilities: Analysis, Instructional Design, eLearning Development, Visual Design

Target Audience: Hospitality professionals

Tools Used:

• Articulate Storyline

• Adobe Illustrator

• Microsoft PowerPoint

• Google Docs

Overview

Problem: Guest reviews were low. Qualitative data indicates poor service, long waits and discrepancy in quality experience for price. Due to post-Covid staffing challenges, the service team is less experienced and may have missed some points of the initial training curriculum.

Solution: Provide service team with training to elevate knowledge, skills and confidence in proactive guest recovery. Empowering team members with the techniques to address issues before they escalate has many positive results including guest retention, higher efficiency across restaurant functions, freeing up time for Leaders and ultimately better guest reviews.