PROCESS

This project for The Soco Hotel aimed to tackle the rise in guest complaints and the uneven way staff were handling them. Management needed a training solution that would standardize how complaints were managed and enhance the guest experience.

I began by meeting with management and HR to get a clear picture of their challenges. I also collected feedback from staff through surveys and interviews. With this information, I created detailed storyboards and action maps using MindMeister and Powerpoint to map out an engaging training module.

The module, built in Rise, featured interactive scenarios and quizzes activities to help staff practice and develop their skills. After putting together the initial version, I tested it with a small group of employees and made tweaks based on their feedback.

Once the module was finalized, it was integrated into the hotel’s LMS with tracking features to monitor progress and performance. A few weeks after launch, I assessed its impact by reviewing staff feedback and metrics like resolution rates and customer satisfaction. Based on this evaluation, I made further adjustments as needed. Throughout the process, I stayed in close touch with management to ensure the training met their goals, leading to more consistent and effective complaint handling by the staff.