The Problem

This module was created for a fictional luxury yacht charter company that serves high-end customers. Recently, guest feedback has shown that crew members are not adept at engaging with guests beyond fulfilling their service requests. This leads to guests feeling that their luxury experience is not personalized as described on the company website.

The Solution

Although staff is aware of guest engagement expectations through their employee manual, many of them have little practice developing relationships. The e-learning module allows staff to learn on their own schedules, from their own locations, which is key in an industry where staff are contractors with limited training time prior working. 

The Process