Mount Pleasant Hotel

Nearly all of our front of house members of staff have completed the training now. I think the most difficult part is rotaring the staff time to complete the modules. Its been hugely beneficial in the fact that staff feel and are empowered to deal with the small niggles before they turn into a complaint. Pre doing this it was difficult to ensure that staff always recognised when someone was just making a comment or were requiring some remedial action and it would sometimes get left or ignored now they know to when to action something , the levels that they can action to , and when to escalate to manager or supervisor , it has really cut down in terms of anyone writing into us or demanding to see managers. But they are reporting everything back into the management without fear of being told off because they are taking actions to remedy problems. I would highly recommend it as a cost effective way of doing customer service training with out taking people out of the business on mass.