Nurturing Managerial Skills Gaps
Project Details
Role: Instructional Designer & eLearning Developer
Tools: Articulate, Vyond, Adobe Illustrator
Brief: This conceptual project is inspired by the need for improved guest satisfaction scores. This project aims to develop a microlearning to enhance front-line employee interactions with guests, focusing on providing a warm, personalized, and memorable welcome experience.
Scope
To create a training program that empowers front desk staff at 5-star hotels to deliver impeccable check-in experiences, ensuring guests feel valued and cared for from arrival to departure.
Core Topics:
Creating a Luxurious Welcome: Greeting guests with professionalism and warmth that reflects a 5-star standard.
Personalization: Using guest profiles to anticipate needs and tailor the experience.
Efficient Check-In Process: Streamlining procedures while maintaining a premium feel.
Problem Resolution: Handling high-expectation guest concerns with poise and empathy.
Upselling with Elegance: Offering premium upgrades and services in a manner that enhances the guest’s experience.
Cultural Sensitivity: Respecting and accommodating diverse guest preferences.
Design Approach:
Luxury-Focused Visuals: Used Miro to map a refined guest journey, emphasizing 5-star touchpoints like personalized greetings and seamless service.
Scenario-Based Learning: Designed branching scenarios for staff to practice addressing VIP concerns, handling special requests, and resolving issues gracefully.
Detailed Storyboarding: Created storyboards with scripted role-plays, elegant language guides, and check-in workflows that ensure a high-end guest experience.
Interactive Tools: Included feedback loops, service recovery templates, and quick-reference guides for premium guest services.
Brand Consistency: Integrated hotel branding into the content to reflect a luxurious and cohesive aesthetic.
This training ensures front desk staff embody the sophistication and service excellence expected at a 5-star property, enhancing guest satisfaction and loyalty.
UI Design
Theme: "Luxury Hospitality" with a timeless and classy style, emphasizing warmth and refinement.
Mood Board: Curated images on Miro, showcasing high-end hotel lobbies, premium branding, and elegant typography to guide the visual direction.
Design Elements:
Color Palette:
Base: Deep greys and reds for a modern, understated elegance.
Text: White for a bold touch.
Accents: Gold tones to signify luxury and tradition.
Typography and Icons:
Fonts: Classic serif fonts for headings to evoke tradition, paired with clean sans-serif fonts for readability.
Icons: Minimalist yet refined icons with gold accents to maintain a premium aesthetic.
This cohesive design ensures a polished and engaging learning experience, aligning with the high standards of 5-star hospitality.
Objectives
Identify & practice the sequential steps involved in the hotel check-in process
Apply effective communication skills to address inquiries professionally & courteously
Accurately and efficiently perform payment & documentation procedures
Solution
An interactive learning module
3 example videos, broken down to coincide with the 5-step check-in process
A risk-free check-in simulation that provides feedback and celebrates wins
Knowledge checks
