Rachel Alday
speaker
508 appearances
1 recordings
1 series
first heard Aug 2026
last heard 4 Aug
Rachel Alday’s voice in public audio — every appearance, attributed to the second.
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recordings per month · last 12 monthsRecordings per month over the last 12 months — 1 in all, peaking in Aug 2026 with 1.
Appearances
There's always going to be friction.
So how about if we can train our team to handle the friction so that when something comes up, which it will, okay, like a toilet will overflow, right?
like the door lock thing will not work, stuff will happen.
And how do we handle so that when those things happen, they end up building a better relationship with that guest?
That's your chance in, right?
Like with no problems, you might never end up talking and having a deep conversation with that guest.
But if there's a problem, all of a sudden, if you look at it the right way, that's your way in.
Like that is your way to go in and build a relationship with that guest.
So they might have had a problem, but by the end of the time of you dealing with it, not only will you have solved it in whatever way, you may now have a friendship with them, right?
And now they feel like they've got a guy in Jackson Hole or whatever.
And so to me, all of that type of training and understanding, which for us, it did take years and it takes a lot of work that we do.
But that
Being able to have company culture and train your team to build those relationships and those connections and that sense of belonging.
That, of course, helps you, again, to pull out of that OTA dependence because you're creating individual connection with your customers.
They're going to tell other people about and now they're bringing people directly to you.
They're coming, they're repeat, plus they're bringing people to you.
So I think company culture is huge.
Then the other piece is standards, right?
Like I was not huge on process.
You can tell I'm like a yammer.
Showing 261–280 of 508 · page 14 of 26
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