REMOVE? Host-The Finale: Thanking the Guest (SUB)

Objectives: 1. Adjust the final Guest interaction to be more personal and memorable, improving the Guest’s overall experience. Actions: 1. Instruct hosts to make eye contact, smile, and ask open-ended questions (e.g., asking about the Guest’s meal or experience). 2. Encourage hosts to engage in personalized farewells, asking unique questions based on the Guest’s stay (e.g., what dish they tried, thoughts on the Barrel Reserve). 3. Train hosts to perform Guest recovery actions when needed, taking ownership of any issues, apologizing, and informing a manager to resolve them. 4. Incorporate this into host training to ensure consistency in delivering a personalized experience. Status: Post-Test/Pre-Rollout (tested 7/9/24-9/3/24)