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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.
Train the situations that matter most for guests · See what has stuck · Follow how capability develops
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.”
This is what a scenario looks like once it is configured. The employee meets the customer in a voice conversation and gets feedback afterwards.
Your decisive customer interactions.
The moments that shape the experience.
What a Journey can look like
A new service concept is rolled out across all destinations.
Explain the principles, practice the situations and follow how the behavior takes hold across different sites.
Along the way.
What the organization learns while the team trains.
The same Journey does three things at once: the employee gets better, scored activities show what has actually stuck, and read across many employees the results become evidence for what needs reinforcing next.
Develop the capability
Practice welcoming guests, recommendations, rebookings, complaints and service recovery.
Example: A check-in where the room doesn't match expectations.
See what has stuck
Assess the offering, service principles, processes and what staff may offer when something goes wrong.
Example: Does the front desk know what they're allowed to promise when something has gone wrong?
Understand what needs to improve
Understand friction in the guest journey, handovers and situations where expectations aren't met.
Example: Where in the guest journey is the friction that never shows up in the survey?
The roles.
For the teams who meet guests.
And for the leaders whose feedback, priorities and coaching determine how the team acts when guests are standing in front of them.
Relevant features.
A Journey combines the interactions as needed – and Insights shows how capability develops:
Book a demo.
Which customer interaction in hotels & destinations do you want to improve?
We'll show you how Popscale works. Think about what you need help with to improve your customer interactions – and we'll talk about how the platform can be used in your business.