Supervisory Team Engagement Solutions
Our success is a team effort, uniting front-facing and management staff to move the organization toward heartfelt excellence.
We provide in-person and virtual leadership development solutions to help leaders:
- Lead through emotional intelligence, with trust as the foundation of authentic leadership.
- Coach staff effectively, fostering trust, respect, and a thriving team.
- Enhance communication with small tweaks for significant impact.
- Overcome generational challenges to build a unified, high-performing team.
- Delegate effectively to motivate and engage during tough times.
We shape leaders to be peak performers who understand that culture starts with them.
Click here for a complete list of workshops and training solutions, or let us recommend options after assessing your team.
Front Line Staff Engagement Training
The heart of your resort’s experience and future lies in the hands of your front-line staff, and we deeply respect their vital role.
We fully immerse ourselves in your company before designing or delivering any training. Often, we feel like an extension of your team. Our clients rave about the real-world results of our training:
- Net Promoter Scores increased by 10 points.
- Guest engagement skyrocketed.
- Turnover rates reduced by half.
Our training empowers staff to provide heartfelt care with every interaction, enhancing communication, handling difficult guests, and mastering the art of selling and upselling. These skills create outstanding guest experiences, driving higher returns and reducing staffing challenges.
Imagine your staff discovering the joy of selling as a service! Let us teach them techniques they’ll love to use while boosting revenue and guest satisfaction.
We identify the exact training your team needs, removing guesswork and refocusing them on the heart of hospitality. Popular options include:
- Genuine Connection Series
- Service Ambassador Series
Our workshops, remote coaching, and virtual training solutions transform indifferent staff into a purposeful team delivering AMAZING results. Let us help your team thrive!
Book your call to get started and discover the perfect solution for your needs.
Mystery Shopping & Performance Support Solutions
Understanding how your customers truly feel about their experience is essential. Not the polite responses that spare feelings, nor the exaggerated complaints driven by personal stress, but real, objective insights from trained evaluators. Don’t wait for sales to drop—act now.
Our specialized Guest Experience Evaluation Program is designed to uncover exactly where your resort can improve, offering an outside perspective to spot what you might not see internally.
Types of Shopping Evaluations:
- Reservation Sales Call Evaluations: Assess the booking process to ensure seamless and welcoming interactions.
- Group Sales Call Evaluations: Evaluate the effectiveness of group sales calls, including responsiveness, personalization, and follow-up.
- Concierge Call Evaluations: Review the concierge’s ability to provide recommendations, resolve issues, and anticipate guest needs.
- Full On-Site Evaluations: Get a complete picture of your resort experience, from check-in to check-out.
- Food and Beverage Evaluations: Examine service quality, menu presentation, and overall dining experience.
We’re not just a mystery shopping company. We conduct only about 400 guest experience evaluations each year to ensure every report is detailed and actionable. Here’s how we stand apart:
- Custom Guest Profiles & Checklists: Evaluators follow a tailored, comprehensive checklist, ensuring every detail is scrutinized to identify improvement opportunities.
- Specialized Evaluators: Our team includes human resource professionals, luxury hotel managers, sales experts, and everyday consumers for a well-rounded perspective.
- Data-Driven Insights: Findings include video, photos, and quantitative data to enhance employee training and development.
- Executive Summaries: We deliver detailed summaries highlighting key findings and actionable recommendations through a secure, robust client platform.
- Flexible Solutions: From simple fixes to live, virtual, or online training programs, we design solutions to suit your needs.
Our evaluations are thorough—up to a 2,000-point checklist—ensuring no stone is left unturned. Whether your resort needs minor tweaks or a complete cultural turnaround, we’ve seen it all in our 29 years in hospitality and are ready to help.
To start, we offer a Complimentary Guest Experience Assessment, forming the foundation of all our solutions. Plus, clients engaged in a comprehensive program receive complimentary seats in our Virtual Coaching Solution.
Let’s uncover what’s really happening at your resort and make the process seamless for your team. We’re here to help you achieve excellence.