We are thrilled to be back at JW Marriott Desert Springs Resort & Spa for their annual Guestware training. This year we focused on cross-training multiple departments in logging guest incidents - Recreation, Loss Prevention, Room Service, Housekeeping Coordinators, and others joined Front Desk and At-Your-Service. Quick Connect IVR was re-energized and we rolled out Guestware’s new First Response/Greet program. New smart phones were added for Auto Dispatch for Pools, Meetings, and Kitchens. A robust MOD Follow-up Plan was improved upon by using Auto Dispatch rules and the Guestware Scheduled Reports tool to send detailed reports of flagged guests with selected issues every few hours. This allowed managers and runners to contact in-house guests before their departure and ensure complete satisfaction with At-Your-Service follow-up.
In their 2014 year end survey, associates ranked on-site Guestware training as the most informative, engaging, and beneficial training for the year! It not only re-energizes staff but results in employee buy-in, better usage, and happier guests!
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