LaTour Hotels & Resorts’ resort employees have recently undergone professional standardized training to ensure customers receive a consistently high level of service when visiting all of LaTour’s vacation resorts.
A total of 128 employees and team members were trained in late January and mid-February at 10 resorts in Florida and South Carolina, with more on the schedule for 2019 and 2020. Service partners Sun Hospitality and CRM of the Carolinas also participated, creating an inclusive learning environment and a united front for customers.
The training was conducted by Signature Worldwide, who deployed their Service Edge consultation, which is designed to educate front-line sales and service employees in service techniques that result in higher customer satisfaction. The benefits of the consultation are already being seen, with post-stay survey results from guests indicating huge improvements in customer service categories.
“Already we are seeing the survey results that say, ‘The overall resort experience exceeded my expectations,’” said Kristin Ingram, Director of Resort Experience for LaTour.
Ingram said the immediately measurable results of the training at one specific resort in Florida saw a positive survey result jump of 9.2 percent over just two months.