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Great hotel service isn’t accidental—it’s trained.But teaching staff to handle tricky guest interactions(complaints,special requests)is challenging without real-world examples.Redstone’s NL-Recording system solves this,turning actual guest calls into training gold that builds staff skills and confidence.
NL-Recording captures a library of real guest interactions.From routine requests(“Can I get extra towels?”)to complex complaints(“My room is too noisy”),recordings provide authentic examples of what staff face daily.Trainers use these to demonstrate best practices—e.g.,“Listen to how Maria acknowledged the guest’s frustration before solving the issue.”A hotel chain’s training team reported a 30%increase in staff engagement using real calls vs.scripted role-plays.
Playback features enable detailed feedback.Trainers pause,rewind,and highlight moments in recordings to coach staff:“Notice how you interrupted the guest here—let’s practice active listening.”New hires listen to top performers’calls to learn tone,pacing,and problem-solving.A front desk team in Miami reduced“guest frustration”mentions in reviews by 25%after 6 weeks of this training.
Categorized recordings target specific skills.NL-Recording tags calls by type(e.g.,“checkout question,”“maintenance request,”“complaint”),letting trainers focus on gaps.A hotel with high“slow service”feedback used complaint calls to train staff on urgency:“Let’s hear how Jordan resolved a noise complaint in 2 minutes—note her clear next steps.”
Compliance training is simplified.Recordings of calls involving payment details or personal data teach staff to handle sensitive info properly(e.g.,“Never repeat a credit card number aloud”).A hotel in Europe used this to ensure PCI DSS compliance,with 100%of staff demonstrating correct practices after training.
Cross-department learning breaks silos.Housekeeping staff listen to front desk calls about room issues to understand guest expectations,while restaurant teams learn from calls about dietary restrictions.A resort used this cross-training to reduce“service disconnect”moments—e.g.,a guest asking for gluten-free options at check-in,then getting bread at dinner—by 40%.
Staff ownership drives improvement.Letting staff review their own calls(with trainer guidance)helps them identify areas to grow:“I didn’t offer a solution fast enough here.”A hotel in Singapore reported staff taking more initiative to improve after self-review sessions.
In summary,Redstone’s NL-Recording system turns every call into a training opportunity.By using real interactions to teach skills,compliance,and empathy,it helps staff deliver standout service—making guests feel heard,valued,and eager to return.
Redstone Systems, Inc. founded in Delaware, USA in December 2002, has been the ODM vendor for many well-known communications companies, serving the Southeast Asian market. In 2020, Redstone Systems will begin to return to the North America market with its self-developed brand.
Redstone has a complete product line of intelligent voice gateways, providing IP-PBXs, analog VoIP gateways (FXS/FXO), digital VoIP gateways (E1/T1), border appliances, and session boundary controllers (SBCs).
With advanced technology in digital signal processor (DSP), speech coding and speech processing, as well as efficient operational tools such as cloud remote management, auto provisioning, Redstone gateways are widely used in markets of enterprise communications, cloud communications, call centers, operators’ IMS/SIP trunks, bringing users friendly, efficient and reliable communication experience.
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