A recent visit at one of the most bespoke boutique hotels in central Europe has a revealed a different approach to learning. “We don’t have time and budgets to employ a customer service trainer or training manager for 12 month a year” says Frank L. the leader in the property. But, how do they do it?  How did they manage to provide service without training? Well, that is not quiet right. It is not service without training but instead service with online learning. The team is subscribing every new employee to a standardized online customer journey. That way every new employee lives through each guest interaction as it would happen in the hotel on a day to day matter. “Employees are trained on understanding the journey rather than just training tasks”, “This way, they can also react with their own common sense to situation that might be out of the ordinary and require a bit of anticipation”. The whole set costs us 12 Euros per employee per month, and new modules are launched at least ever 4 weeks to keep the team on their toes.

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