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Make the guest experience less dependent on individuals.
Train staff to give a personal welcome, understand the guest's needs, handle the unexpected and deliver an experience that holds up even when the pace picks up.
AI podcasts, conversations and roleplays – built around your everyday work.
Check-in where the room doesn't match expectations
- Role and background
- Family with children on a weekend package, first visit
- Primary need
- Get settled quickly and save the evening
- Objections
- The room feels smaller than in the photos
The customer’s opening line
“This isn't quite what we pictured when we booked.”
Illustration of an exercise plan. The practice takes place in a voice conversation, with feedback afterwards.
Among our customers in hospitality and restaurants
Your decisive customer interactions.
The moments that shape the experience.
Four examples of interactions with guests that your team can practice. Choose a situation from your everyday work.
Training scenario 01
The guest has traveled all day and is now queuing at reception – the first thirty seconds.
Choose situation
What a Journey can look like
A new service concept is rolled out across all destinations.
Start with a shared principle for helping guests when something goes wrong. Explain reception’s authority, practice the conversation and follow exercise results in Insights.
See how a Journey is built →The activities in the Journey
01 · EpisodeHow we help guests when something goes wrong
02 · FlashcardsService principles, authority and escalation
03 · CoachingExplain the options reception can offer
04 · RoleplayThe room does not meet the guest’s expectations
05 · ChallengeTry a service principle and reflect on the guest interaction
Illustrative training plan. Choose the activities you need. In Challenges, participants receive feedback on their reflection.
Onboarding in hotels & destinations · New seasonal employee
Seasonal employees ready before peak season – not in the middle of it.
New seasonal employees need to learn about the destination, check-in and guests’ questions quickly. A Journey brings together a shared introduction that you can adapt to each location and role.
Roleplay
Check-in with a queue: a guest whose booking doesn’t match
Challenge
Give three guests a tip about the destination that isn’t in the brochure
The roles.
For the teams who work with guests.
Receptionists
Check-in, check-out and everything in between – often with a queue and always with the guest’s expectations in the room.
Guest services
Solves the unexpected and creates the small surprises that turn a stay into a story.
Restaurant staff
Carries the destination’s hospitality at breakfast and dinner, where the guest has time to form an opinion.
Site managers
Reviews the team’s exercise results during the season and plans what to practice before the next one.
And for the leaders who support those teams in their daily work with guests.
Practice the situations. See what needs reinforcing.
Book a demoFrom everyday moments to capability.
This is what it sounds like when guests ask.
Start with questions your team faces and your reviewed answers. Let employees practice explaining, listening and finding the next step.
- “Can we get a room with a view?”
- “Where can we eat tonight without a reservation?”
- “Our room isn’t like the pictures – what can you do?”
- “Is a late check-out possible?”
- “What is there to do here with kids when it rains?”
Start with your needs.
Practice, assess or understand?
Training results show how the exercises went. Use Assessments to test against your requirements, and Studies to explore customers’ and employees’ own perspectives.
Practice the conversations
Practice welcoming guests, recommendations, rebookings, complaints and service recovery.
Coaching and Roleplay give people space to practice. Follow participation and exercise results in Insights.
Example: A check-in where the room doesn't match expectations.
Explore Roleplay →Assess against your requirements
Assess the offering, service principles, processes and what staff may offer when something goes wrong.
Use an Assessment Journey when passing status matters. You set the criteria; every required activity must be passed.
Example: Does the front desk know what they're allowed to promise when something has gone wrong?
Explore Assessments →Explore people’s experiences
Understand friction in the guest journey, handovers and situations where expectations aren't met.
Studies gathers perspectives through interviews and has its own report. You can start here without previous training data.
Example: What is behind guests’ reviews of the check-in experience?
Explore Studies →Start where it matters to you.
Six products for different needs. Use one or combine several – you do not need to start with the whole platform.
Shared platform features
Book a demo.
What does your team need for the next conversation with guests?
Our standard demo shows how Popscale works. We also discuss which parts are relevant to your organization.
Send a request and we will get in touch to arrange a time. You do not need to prepare any material.