Role-playing with virtual guests to proactively solve problems.
SweetRush also developed VR scenarios for Hilton to help train hotel Team Members to better handle challenging interactions with guests. Wearing Oculus headsets, Team Members take on the role of guests in virtual scenarios that include interactions at a front desk, a meeting room setup, room service, breakfast service, and departure to see how it feels when interactions are poorly managed, resolved correctly, or handled in a way that goes beyond expectations. “Providing an experience that increases empathy is a game-changer for us,” says Bhojwani. “If Team Members understand what guests are feeling, they will be better equipped to manage guests’ expectations and work to exceed them.”