WE'VE HEARD YOUR FEEDBACK

Thank you to everyone for your patience with the new WHGU learning management system.  Over the past several months, we know you have had an opportunity to get into the system, navigate through the system and begin to incorporate the LMS into your everyday training environment, whether it is with your new hires or existing team! 

We are grateful for the feedback you have so passionately provided the training team, and we just wanted to update you on a few things that we are working to improve:

• Offering Training in multiple languages.  If you recently viewed the new Use of Force training, you may have noticed that it was offered in multiple languages, beyond English and Spanish.  We are exploring this feature for additional trainings in the system to ensure the GSR's experience is more personal to them once they log into the system.  We have heard feedback specifically on Portuguese... But please know we are looking at leveraging the system with more than 50+ languages.  

  
  

• Training that needs to be completed on Day 1 of a new hire's RRI West journey.  Please know that OSHA is the one true training component that is required at the beginning.  For the most part... you have 3 weeks to complete ALL new hire training.   

  
  

• As a reminder, if you have an employee who regularly works in more than one department, you need to notify training so that they can assign appropriate classes to that employee.  Regularly is the key word here.  It is not for someone who "just helps out" or is covering a call off.  

  
  

• And finally, we have heard concerns about the training time needed to complete the monthly housekeeping training.  The answer is YES... you CAN complete this training as a group to save you and your team time!  

  
  

So, again, thank you all.  We are working on improvements all the time and will keep you posted down the road as we continue to perfect the learning experience!  Any questions, concerns or additional feedback - please send to: training@whgextstay.com.  

Email Best Practices: Protecting Sensitive Information

Effective email communication is essential in our daily operations, but it’s equally important to follow best practices to protect sensitive information and maintain compliance with PCI (Payment Card Industry) and PII (Personally Identifiable Information) standards.

Avoid Using Names in the Subject Line

When sending emails, do not include anyone’s name in the subject line. This helps protect privacy and ensures that sensitive details are not immediately visible. Instead, use general descriptors or relevant topics while keeping the subject concise and professional.

Encrypt Emails Containing Personal Information

If you need to send an email that contains personal or sensitive information, it must be encrypted to comply with PCI/PII requirements. Since we use Outlook, follow these steps to encrypt your message:

For Outlook Desktop App:

1. Compose a new email as you normally would.

2. Click on the Options tab.

3. Select Encrypt and choose “Encrypt-Only” or “Do Not Forward” depending on your security needs.

4. Complete your email and send it.

For Outlook on the Web (OWA):

1. Start a new email.

2. At the bottom of the message, click on the “...” (More options) button.

3. Select Encrypt and choose the appropriate encryption setting.

4. Send your email securely.

By following these simple steps, we can ensure that sensitive information is properly protected and that our company remains compliant with industry standards. Thank you for your attention to these best practices!

Mastering Guest Messaging on Expedia & Booking.com: Best Practices for GMs

With more travelers relying on Expedia and Booking.com to communicate before, during, and after their stay, General Managers must ensure their teams are effectively managing guest messages. Quick, professional responses not only improve guest satisfaction but also impact a property’s ranking and review scores. Here’s how to optimize guest messaging on these platforms.

1. The Importance of Quick and Effective Responses

Both Expedia and Booking.com prioritize properties with fast response times, which can enhance visibility in search results. Responding within minutes (rather than hours) can improve conversion rates and guest experience. Consider:

• Setting up alerts to notify staff of new messages.

• Assigning dedicated team members to handle guest inquiries.

• Using response time tracking to identify delays and improve efficiency.

2. Creating Templates for Common Guest Questions

Guests often ask similar questions before their stay. Instead of crafting responses from scratch each time, customizable message templates can save time while ensuring consistency. Some common templates include:

• Booking Confirmation & Welcome Message: “Thank you for choosing [Hotel Name]! We’re excited to host you. Let us know if you have any special requests before your arrival.”

• Early Check-In or Late Check-Out Requests: “We’ll do our best to accommodate your request! Early check-in/late check-out is based on availability, and additional fees may apply.”

• Parking & Transportation Details: “Parking is available for [fee/free]. The nearest airport shuttle is [details] and rideshare/taxi services are also an option.”

• Cancellation and Modification Policies: “Your reservation is subject to the cancellation policy of [Hotel Name]. Please check your booking details or contact us for assistance.”

3. Customizing Responses for Pre-Arrival and Post-Stay Engagement

Both Expedia and Booking.com allow automated messaging, but it’s important to personalize these interactions.

• Pre-Arrival Messages: Send a customized message 1-3 days before check-in with important details, such as check-in times, local attractions, and special offers.

• During-Stay Messages: A quick message after check-in asking if everything is satisfactory can help resolve issues before they appear in reviews.

• Departure & Review Requests: A friendly thank-you message post-checkout can encourage positive feedback. Example: “We hope you enjoyed your stay at [Hotel Name]! If you have a moment, we’d appreciate your review on [Booking Platform]. Safe travels!”

4. Handling Complaints and Negative Feedback Professionally

When a guest sends a complaint through Expedia or Booking.com, responding quickly and professionally can prevent a negative review. Best practices include:

• Acknowledge the issue: “We’re sorry to hear about this experience and appreciate your feedback.”

• Offer a solution: “We’d love to make this right. Please let us know how we can assist you.”

• Move the conversation offline if needed: Provide a direct contact number or email for further resolution.

5. Encouraging Direct Bookings Through Guest Messaging

While third-party platforms are essential for visibility, strategic messaging can encourage guests to book directly in the future. Subtle ways to promote direct bookings include:

• Mentioning exclusive perks for direct bookings (e.g., free breakfast, priority upgrades).

• Offering a discount code for their next stay when booking through the hotel’s website.

• Personalizing follow-up messages with loyalty program invitations.

Optimizing guest messaging on Expedia and Booking.com ensures seamless communication, enhances guest satisfaction, and improves review scores. By leveraging templates, customizing responses, and responding promptly, GMs can streamline operations while delivering exceptional service. Ensuring staff is well-trained in handling these messages will ultimately lead to better guest relationships and increased bookings.