Shannon McCallum

Making sure that you're not just throwing people out on the desk and letting them sink or swim. We have a very elaborate training program here to make sure that our team members are 100% prepared before they get out onto the desk. In addition, we assign them a mentor.

Making sure that you're not just throwing people out on the desk and letting them sink or swim. We have a very elaborate training program here to make sure that our team members are 100% prepared before they get out onto the desk. In addition, we assign them a mentor.

Making sure that you're not just throwing people out on the desk and letting them sink or swim. We have a very elaborate training program here to make sure that our team members are 100% prepared before they get out onto the desk. In addition, we assign them a mentor.

And that's something that is really a good practice to do so that they always have someone that they feel comfortable asking questions that they know are approachable. And they can they can balance different situations they may have off of them in order to be able to have success with the guests standing in front of them.

And that's something that is really a good practice to do so that they always have someone that they feel comfortable asking questions that they know are approachable. And they can they can balance different situations they may have off of them in order to be able to have success with the guests standing in front of them.

And that's something that is really a good practice to do so that they always have someone that they feel comfortable asking questions that they know are approachable. And they can they can balance different situations they may have off of them in order to be able to have success with the guests standing in front of them.

Absolutely. Empowerment is critical, especially, again, in a volume operation where the manager can't be with every individual checking in at the same time. So giving your team the ability to be able to have perhaps up to a certain dollar value is that they can make a decision to be able to solve that situation while it's right in front of them.

Absolutely. Empowerment is critical, especially, again, in a volume operation where the manager can't be with every individual checking in at the same time. So giving your team the ability to be able to have perhaps up to a certain dollar value is that they can make a decision to be able to solve that situation while it's right in front of them.

Absolutely. Empowerment is critical, especially, again, in a volume operation where the manager can't be with every individual checking in at the same time. So giving your team the ability to be able to have perhaps up to a certain dollar value is that they can make a decision to be able to solve that situation while it's right in front of them.

The most important thing for guests when they're looking for some fix to a situation that they're having is having it done quickly. And then they can get back to enjoying themselves and enjoy their vacation with us. If the issue is not resolved and they have to wait for a manager because that individual doesn't have empowerments, it can make that problem last for their entire stay.

The most important thing for guests when they're looking for some fix to a situation that they're having is having it done quickly. And then they can get back to enjoying themselves and enjoy their vacation with us. If the issue is not resolved and they have to wait for a manager because that individual doesn't have empowerments, it can make that problem last for their entire stay.

The most important thing for guests when they're looking for some fix to a situation that they're having is having it done quickly. And then they can get back to enjoying themselves and enjoy their vacation with us. If the issue is not resolved and they have to wait for a manager because that individual doesn't have empowerments, it can make that problem last for their entire stay.

It's really important as well that we solve their problem while they're staying with us because that way not only can they enjoy, but it also is more efficient and less costly often. for the hotel to make it work during the stay than having to deal after the stay where the guest has lost their trust in a property because we didn't follow up the way that we needed to.

It's really important as well that we solve their problem while they're staying with us because that way not only can they enjoy, but it also is more efficient and less costly often. for the hotel to make it work during the stay than having to deal after the stay where the guest has lost their trust in a property because we didn't follow up the way that we needed to.

It's really important as well that we solve their problem while they're staying with us because that way not only can they enjoy, but it also is more efficient and less costly often. for the hotel to make it work during the stay than having to deal after the stay where the guest has lost their trust in a property because we didn't follow up the way that we needed to.

I can't agree more. And again, it's, It's about building the confidence in your team that is on the front lines. And when they know that you're standing in their corner, no matter what the decision is. And again, we shouldn't Monday morning quarterback and tell them that they should have done this, this and this.

I can't agree more. And again, it's, It's about building the confidence in your team that is on the front lines. And when they know that you're standing in their corner, no matter what the decision is. And again, we shouldn't Monday morning quarterback and tell them that they should have done this, this and this.

I can't agree more. And again, it's, It's about building the confidence in your team that is on the front lines. And when they know that you're standing in their corner, no matter what the decision is. And again, we shouldn't Monday morning quarterback and tell them that they should have done this, this and this.

But we can let them know in the future, there's a few other things that you could offer in order to be able to resolve a situation and make it comfortable for them. And really build them up and thank them for taking the time to work with that guest to resolve their problems.

But we can let them know in the future, there's a few other things that you could offer in order to be able to resolve a situation and make it comfortable for them. And really build them up and thank them for taking the time to work with that guest to resolve their problems.