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Follow the practice
See where the team needs support.
Insights shows participation, attempts and practice results. Track time to independence, guest reviews and sales separately in your own systems.
Explore InsightsPopscale for hotels & destinations
Great hospitality. Even when fully booked.
Help your team feel more confident welcoming guests, making relevant recommendations and handling the unexpected. With AI practice based on your business, new employees and experienced managers can rehearse before it matters.
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Among our customers in hospitality
Ready for the season
Little time to prepare. A whole season ahead.
New colleagues need to get to know the property, procedures and guests’ questions quickly. Give them a chance to review and practice before their first independent guest interactions.
Episodes & Flashcards
Get to know the business
Explore your offering, common questions and the decisions employees can make themselves. Review the essentials.
Coaching & Roleplay
Practice before the guest arrives
Explain a procedure in your own words. Then meet an AI guest, get feedback and try again.
Assessments
Test understanding
Assess answers and conversations against your criteria. Results help managers identify who needs more support.
An example Journey. Activities can also be used independently and adapted to each role and property.
Popscale in practice
The family has traveled all day. Their accommodation isn’t ready.
The accommodation is not ready when the guest arrives. Practice responding to frustration, communicating clearly and taking responsibility for the next step.
From a fictional practice conversation
- Guest
- We’ve traveled all day and waited here for half an hour. Is the cabin still not ready?
- You
- I understand that’s frustrating, and I’m sorry you’re having to wait. What were you told when you arrived?
Illustrated practice example
Speaking
The conversation view has no audio. Choose Transcript to read the full conversation.
From the first welcome to the last question.
At a hotel, campground or holiday resort. Practice situations that make a difference to the guest.
Welcome and reassure
“This is our first time here.”
A family checks in at a campground. Find out what they need to know now, explain the essentials and check that they can find their way.
Make relevant recommendations
“We have all day before our train leaves.”
A hotel guest wants to make the most of departure day. Explore their plans and offer late checkout or an activity when it fits. Be clear about price and availability.
Handle dissatisfaction
“This isn’t what we booked.”
A guest is disappointed with their accommodation. Listen, check what happened and explain what you are authorized to do.
Take responsibility for the next step
“Do I have to explain everything again?”
An issue needs to be handed over to a colleague at the property. Summarize the essentials and make it clear who will get back to the guest, how and when.
Everyday leadership
The guest got help. But how were they treated?
Let property managers and team leaders practice feedback, coaching and difficult employee conversations with AI.
Example feedback conversation
A colleague resolved the issue but interrupted the guest and sounded irritated. How do you raise it without the conversation becoming defensive?
An opening to try
“You found a solution. I also noticed the guest didn’t get to finish speaking. How did you experience the conversation?”
Describe what you observed. Listen to your colleague’s perspective and agree on a behavior to try next time.
What needs to improve before next season?
See what the team needs to practice and where the guest experience falls short.
Listen to guests and employees
Understand more than the rating.
“Tell me about your arrival. When did you feel well looked after, and what was unclear?”
Explore guests’ or employees’ experiences through AI-led Interviews in Studies. A separate report informs improvements to information, procedures or practice.
More about guest and employee insightsCommon questions
Your hospitality. Your ways of working.
Can we practice with our own procedures and offerings?
Yes. Start with your property, offerings and service principles. Decide what employees are authorized to say and offer, and review the facts and assessment criteria before practice goes live.
Does it work for both hotels and campgrounds?
Yes. Adapt the guests, situations and language to your business. Examples include a hotel check-in, a booking question at a campground or a recommendation at a holiday resort.
Can we use a shared foundation across several properties?
Yes. Start with shared service principles and adapt what differs, such as offerings, procedures and decision-making authority. Choose exercises by role and need, for both new and experienced employees.
Do we need to build a full training program?
No. Start with a guest interaction or a leadership conversation that matters to you. Activities can be used independently or brought together in a Journey for seasonal onboarding, for example.
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What would you like to prepare your team for?
We show Popscale in a demo and discuss what is relevant to your property or group. Leave your details and we will get in touch to arrange a time.