Shannon McCallum

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.

You know, we're very fortunate to have a great leadership team at the property and we always track all of the great comments that our team members have. And we have a practice of posting those great comments up on the wall. So the individuals say at our front desk can read what other people did in order to take care of our guests.

You know, we're very fortunate to have a great leadership team at the property and we always track all of the great comments that our team members have. And we have a practice of posting those great comments up on the wall. So the individuals say at our front desk can read what other people did in order to take care of our guests.

You know, we're very fortunate to have a great leadership team at the property and we always track all of the great comments that our team members have. And we have a practice of posting those great comments up on the wall. So the individuals say at our front desk can read what other people did in order to take care of our guests.

And I think learning from others is huge because you don't always get all of the different variety of items that come to you to be able to learn from. So being able to do that and saying, oh, I didn't know I could do that. Oh, this is great. I can take that path. It really helps to be able to have that variety. We spend a lot of time.

And I think learning from others is huge because you don't always get all of the different variety of items that come to you to be able to learn from. So being able to do that and saying, oh, I didn't know I could do that. Oh, this is great. I can take that path. It really helps to be able to have that variety. We spend a lot of time.

And I think learning from others is huge because you don't always get all of the different variety of items that come to you to be able to learn from. So being able to do that and saying, oh, I didn't know I could do that. Oh, this is great. I can take that path. It really helps to be able to have that variety. We spend a lot of time.

really now in the social stage, looking at social reviews, feedback that we get on Google or TripAdvisor or other ways of communication that our guests have to be able to not only look at the individual comments, but we have a guest relations team that actually tracks them and reports on them so that we can also see maybe if there's trends in in what's happening.

really now in the social stage, looking at social reviews, feedback that we get on Google or TripAdvisor or other ways of communication that our guests have to be able to not only look at the individual comments, but we have a guest relations team that actually tracks them and reports on them so that we can also see maybe if there's trends in in what's happening.

really now in the social stage, looking at social reviews, feedback that we get on Google or TripAdvisor or other ways of communication that our guests have to be able to not only look at the individual comments, but we have a guest relations team that actually tracks them and reports on them so that we can also see maybe if there's trends in in what's happening.

Are there common things that our guests are not happy with? Are there common things that our guests are happy with? And then we look at root causes for those in order to be able to create a long-term solution that will fix the majority of what the issue may be.

Are there common things that our guests are not happy with? Are there common things that our guests are happy with? And then we look at root causes for those in order to be able to create a long-term solution that will fix the majority of what the issue may be.

Are there common things that our guests are not happy with? Are there common things that our guests are happy with? And then we look at root causes for those in order to be able to create a long-term solution that will fix the majority of what the issue may be.

So it really is a great way to analyze not only the amount of dollars that we're spending on recovery should we need to, but then also is it going up or down year over year? Or month over month. And did we have a unique issue that maybe affected our guests in the short term that won't repeat?

So it really is a great way to analyze not only the amount of dollars that we're spending on recovery should we need to, but then also is it going up or down year over year? Or month over month. And did we have a unique issue that maybe affected our guests in the short term that won't repeat?

So it really is a great way to analyze not only the amount of dollars that we're spending on recovery should we need to, but then also is it going up or down year over year? Or month over month. And did we have a unique issue that maybe affected our guests in the short term that won't repeat?

So it's really about using the data that you have in order to be able to supplement that guest experience and be able to look for permanent fixes and not band-aids.

So it's really about using the data that you have in order to be able to supplement that guest experience and be able to look for permanent fixes and not band-aids.

So it's really about using the data that you have in order to be able to supplement that guest experience and be able to look for permanent fixes and not band-aids.

Well, we're a big property. We've got 50 restaurants and lounges. We've got a loyalty program, actually, too, because we're with Hilton as well as our Genting Rewards. So there's a lot of information to take in. Our training is about three weeks for our new team members. And we have speakers that come in from different areas and