Working in the hospitality industry means there’s a lot of challenges we face. But our guests deserve great vacation experiences, and it’s up to us to make that happen. How can we make sure every guest is taken care of when the challenges are so varied and unexpected? By taking advantage of something called the service recovery paradox. Studies have shown that customers think more highly of companies when they effectively resolve a failure in their service. Even more than if the failure never occurred at all. That means every complaint our guests have is an opportunity to make things right and win them over.
It’s for this reason that Real Resolution, one of the Academy’s recent programs, was created. Its goal is to equip participants with strategies to face unexpected service challenges and encourage department wide discussion on best practices when resolving issues. Set in a western theme (the Wild West sure has its fair share of conflict and challenge after all), the class places participants into the boots of small town deputies who will need to help resolve difficulties at the bank, the bar, and all across town.
Since its release in late 2017, guest service scores have risen. Across the network we’ve seen a bump in our Medallia Guest Love results, with some resorts even increasing their scores by over 10 points in just one year! Now it’s time for the sequel. Real Resolution: Front Desk (though I like to refer to it as Real Resolution 2: Toothpick’s Boogaloo) is being released to specifically target guest service challenges at the front desk.
In this class, front desk agents and their leaders will partner together to overcome a variety of scenarios from common to rare. During the day they’ll take part in engaging activities, technical step reviews, best practice discussions, and more!