Problem Solving
The Excellence in Luxury Hotel Reception training addresses a common problem in the hospitality industry: delivering exceptional service that exceeds guest expectations while handling high-pressure situations and diverse customer needs. Many hotel reception staff struggle with anticipating guest needs, communicating effectively, and going beyond standard service.
To tackle these challenges, I began with an action-mapping process to identify the specific skills. This mapping helped define key competencies, such as proactive guest assistance, conflict resolution, and personalized service, which formed the foundation of the training content. Mockups were then created to visualize the learning flow, including scenarios, interactive decision points, and varied assessment paths.
Implementation
This training was implemented as an interactive, scenario-based course using Articulate Storyline 360. It immerses learners in realistic guest interactions, allowing them to practice key skills such as anticipating needs, managing conflicts, and providing personalized service. Through multiple-choice questions and branching scenarios, learners receive immediate, tailored feedback on their decisions. To support accessibility, audio recordings were added throughout the course, ensuring that learners could easily follow along, particularly those with visual impairments or learning preferences for audio content. A help button was also included, offering learners additional guidance and explanations when needed, making the training more supportive and user-friendly.
Takeways
The training itself uses scenario-based activities, branching outcomes, and role-play simulations to address these identified issues. By engaging in realistic guest scenarios, learners practice and refine their service skills, receiving tailored feedback based on their choices. This hands-on approach enables hotel receptionists to internalize best practices, improve their response to challenging situations, and ultimately provide the high level of service expected in luxury hospitality.
