5 Star Service
Stoner Creek Cabins
Storyboard Overview | |||
Module Name: 5 Star Service at Stoner Creek Cabins | Module Duration: 10-15 minutes | ||
Storyboard Version: Draft 1 | |||
Project goal: The guest relations manager at Stoner Creek Cabins will be able to use excellent customer service in order to maintain a superhost status. | |||
Topics | Managing guests | Fire alarm | |
Dinner recommendations | |||
Guests are still in cabin when cleaner arrives | |||
Managing cleaners | Cleaner doesn’t show up | ||
Cleaner finds a broken cup | |||
Check the cleaners work | |||
Tool | Articulate Storyline, Adobe Illustrator | ||
Color Palette
| 121619 |
| 374f50 |
| 608e87 |
| A2c2b7 |
| ededed |
Slide 1.1 | |
Prompt: Welcome to Stoner Creek Cabins! I’m Michelle, the guest relations expert. Click on my hot spot here if you need any assistance. | |
Arrow appears, pointing to Michelle hot spot. When hotspot is clicked, voice bubble appears “Great! I’ll be right here throughout the course. Let’s begin.” “Begin” button appears. Click to proceed to slide 1.2 | |
Previous Slide: N/A | Next Slide: 1.2 |
Images Michelle character, cabin in trees | |
Slide 1.2 | |
Prompt: What a beautiful place to work! The sun is shining, the birds are chirping, and the cabins are full of happy guests. | |
“Ring Ring Ring” (click on the phone to answer) “Hello, this is <name> at Stoner Creek Cabins. How can I help you?” “My fire alarm is chirping for no reason! Please come turn it off!” Options: 1. There must be a fire! Get out right now and call 911! 2. Okay, are you sure there is no fire? Let’s hold the silence button to turn it off. 3. Just pull it off the wall if there is no fire! Michelle Icon (if clicked): “It’s best to always try to calmly solve the problem. Remember to be patient with the guest.” | |
Previous Slide: 1.1 | Next Slide: Option 1 🡪 slide 1.3 Option 2 🡪 slide 1.4 Option 3 🡪 slide 1.5 |
Images Cabins in background, Phone icon, Michelle icon | |
Slide 1.3 | |
Prompt: False alarm! The fire department showed up, Michelle drove over, and the other guests were interrupted by the commotion. We don’t need to cause a scene if there is no actual fire. | |
After 3 sec, “Go back” button appears. | |
Previous Slide: Slide 1.2 | Next Slide: Slide 1.2 |
Images Cabins in background, fire truck, guest characters, Michelle character | |
Slide 1.4 | |
Prompt: Good job! You ensured there was no fire and calmly helped the guest solve the problem. | |
After 3 sec, “Proceed” button appears. | |
Previous Slide: 1.2 | Next Slide: Slide 1.6 |
Images Cabins in background | |
Slide 1.5 | |
Prompt: Uh oh! The guest is unhappy with your impatient tone. They are embarrassed they bothered you with their problem and won’t feel comfortable doing so if anything else comes up. Let’s try again. | |
After 3 sec, “Go back” button appears. | |
Previous Slide: 1.2 | Next Slide: Slide 1.2 |
Images Cabins in background | |
Slide 1.6 | |
Prompt: Back to work! You check your email and see a guest inquiry… | |
Text on computer screen: “Hello, I’ll be arriving in one week and we would like some restaurant recommendations for lunch and dinner. Can you help us out?” Options: 1. Don’t reply. There is already a guidebook in the app. 2. Do a bit of research for them and put together a personalized list of restaurant for them. 3. Respond and let them know that there is a guidebook in the app with some recommendations. Michelle Icon (if clicked): “There is a guidebook available to guests in the app and in the cabins.” | |
Previous Slide: 1.4 | Next Slide: Option 1 🡪 slide 1.7 Option 2 🡪 slide 1.8 Option 3 🡪 slide 1.9 |
Images Computer screen, Michelle icon | |
Slide 1.7 | |
Prompt: Oops. The guest is frustrated that they haven’t heard from you and leave a poor review in the “communication” category. | |
After 3 sec, “Go back” button appears. | |
Previous Slide: 1.6 | Next Slide: Slide 1.6 |
Images Cabins in background | |
Slide 1.8 | |
Prompt: The guest is pleased with the recommendations! But this took quite a bit of your time when there was already a guidebook. Don’t reinvent the wheel! | |
After 3 sec, “Go back” button appears. | |
Previous Slide: 1.6 | Next Slide: Slide 1.6 |
Images Cabins in background | |
Slide 1.9 | |
Prompt: Great job! The guests are pleased and will access the guidebook tomorrow when they need recommendations for must-do activities. | |
After 3 sec, “Proceed” button appears. | |
Previous Slide: 1.9 | Next Slide: Slide 1.10 |
Images Cabins in background | |
Slide 1.10 | |
Prompt: The next morning… | |
The cleaner arrives at 11:30am to clean the cabins. They notice that the guests in the Kootenai cabin haven’t left, yet. What do you do? Options: 1. Go to the cabin and tell the guests to leave promptly. 2. Give the guests a call and ask if they need anything. Gently notify them that the cleaners are ready to clean. 3. Tell the cleaners to go in and begin cleaning. We are on a schedule and this will make it clear to the guests that they need to leave. Michelle Icon (if clicked): “It’s best to always try to calmly solve the problem. Remember to be patient with the guests.” | |
Previous Slide: 1.9 | Next Slide: Option 1 🡪 slide 1.11 Option 2 🡪 slide 1.12 Option 3 🡪 slide 1.13 |
Images Cabin in background, Michelle icon | |
Slide 1.11 | |
Prompt: The guests are surprised and upset by your demand to leave. They thought they had the cabin booked another night. Since you caught them so off-guard, they are not ready to see eye-to-eye with you. Let’s try again. | |
After 3 sec, “Go back” button appears. | |
Previous Slide: 1.10 | Next Slide: Slide 1.10 |
Images Cabins in background | |
Slide 1.12 | |
Prompt: Good start. Unfortunately, the guests think that they had another night booked. After double checking, you know it was their mistake and they do not have another night booked. | |
You check to see if any of the other cabins are available. Are there? Options (guests will go through all three scenarios): 1. Yes! The same cabin is available tonight. 2. Yes! But not the cabin the guests are currently in. 3. No cabins are available tonight. After learner has clicked on all three options, “Proceed” button will appear. | |
Previous Slide: 1.10 | Next Slide: Option 1 🡪 slide 1.14 Option 2 🡪 slide 1.15 Option 3 🡪 slide 1.16 Proceed 🡪 slide 2.1 |
Images Cabins in background | |
Slide 1.13 | |
Prompt: Oops. This creates a very uncomfortable situation for both the cleaner and the guests. The cleaner wonders if you have their back and the guests leave frustrated. Let’s try again. | |
After 3 sec, “Go back” button appears. | |
Previous Slide: 1.10 | Next Slide: Slide 1.10 |
Images Cabins in background | |
Slide 1.14 | |
Prompt: This is the best case scenario. Gently inform the guests that their original booking ends today, but that you can help them book another night in the same cabin. | |
After 3 sec, “Proceed” button appears. | |
Previous Slide: 1.10 | Next Slide: Slide 1.12 |
Images Cabins in background | |
Slide 1.15 | |
Prompt: Okay. Gently inform the guests that their original booking ends today, but that you can help them book another night, but that they will need to move to a different cabin. Ask if them if you can assist them in any way with the move. | |
After 3 sec, “Proceed” button appears. | |
Previous Slide: 1.10 | Next Slide: Slide 1.12 |
Images Cabins in background | |
Slide 2.1 | |
Prompt: As the cleaner is making progress on the cabins, he lets you know that the guest in the Kootenai cabin broke a glass. | |
How do you respond? Options: 1. Replace the glass 2. Call the guest and let them know that you are going to charge them a replacement fee. 3. Tell the cleaners to take care of the problem on their own. Michelle Icon (if clicked): “It’s best to always try to calmly solve the problem. Remember, your cleaners need your patience just as much as the guests do.” | |
Previous Slide: 1.12 | Next Slide: Option 1 🡪 slide 2.2 Option 2 🡪 slide 2.3 Option 3 🡪 slide 2.4 |
Images Cabins in background, Michelle icon, broken glass | |
Slide 2.2 | |
Prompt: Good choice. This job often requires you to act calmly and patiently. Contacting the guests won’t solve anything and the cleaners appreciate your help. | |
After 3 sec, “Proceed” button appears. | |
Previous Slide: 2.1 | Next Slide: Slide 2.5 |
Images Cabins in background | |
Slide 2.3 | |
Prompt: Even though the problem was created by the guest, contacting them about it only makes the problem bigger and may result in a poorer review. Let’s try again. | |
After 3 sec, “Go back” button appears. | |
Previous Slide: 2.1 | Next Slide: Slide 2.1 |
Images Cabins in background | |
Slide 2.4 | |
Prompt: The cleaner feels unsupported and isn’t sure where to find a new glass. They clean it up, but don’t replace it. Let’s try again. | |
After 3 sec, “Go back” button appears. | |
Previous Slide: 2.1 | Next Slide: Slide 2.1 |
Images Cabins in background | |
Slide 2.5 | |
Prompt: Good news! The cleaner finished up all the cabins for the day with plenty of time before today’s check-in. | |
What do you do? Options: 1. Continue managing reservations and responding to emails while you wait for guests to arrive. 2. Walk through each cabin to check the cleanliness. Michelle Icon (if clicked): It’s up to you to ensure that guests have a great experience at our cabins. It never hurts to double-check! | |
Previous Slide: 2.2 | Next Slide: Option 1 🡪 slide 2.6 Option 2 🡪 slide 2.7 |
Images Cabins in background, Michelle icon, broken glass | |
Slide 2.6 | |
Prompt: Oops! The cleaner forgot to wipe down the bathroom sink and the new guests are disgusted by the toothpaste stains. They leave a poor review in the “cleanliness” category. Let’s try again. | |
After 3 sec, “Go back” button appears. | |
Previous Slide: 2.5 | Next Slide: Slide 2.5 |
Images Cabins in background, dirty sink | |
Slide 2.7 | |
Prompt: Close call! You notice that the cleaner didn’t wipe down the bathroom sink very well and there are toothpaste stains in it. | |
How do you respond? Options 1. Call the cleaner and make them come back to fix the mistake. 2. Clean it yourself and ignore the mistake 3. Clean it yourself, but make it very clear to the cleaner that this should never happen again. Michelle Icon (if clicked): “It’s best to always try to calmly solve the problem. Remember, your cleaners need your patience just as much as the guests do.” | |
Previous Slide: 2.5 | Next Slide: Option 1 🡪 slide 2.8 Option 2 🡪 slide 2.9 Option 3 🡪 slide 2.10 |
Images Cabins in background, dirty sink | |
Slide 2.8 | |
Prompt: It’s probably not worth making the cleaner come all the way back for something like this. Let’s try again. | |
After 3 sec, “Go back” button appears. | |
Previous Slide: 2.7 | Next Slide: Slide 2.7 |
Images Cabins in background, upset cleaner character | |
Slide 2.9 | |
Prompt: Good. You ensured that the cabin is ready for guests and didn’t make the problem bigger than it needs to be. Keep checking the cabins and if it happens again, you’ll need to gently address this with the cleaner. | |
After 3 sec, “Proceed” button appears. | |
Previous Slide: 2.7 | Next Slide: Slide 3.1 |
Images Cabins in background, upset cleaner character | |
Slide 2.10 | |
Prompt: You ensured that the cabin is ready for guests, but you were too harsh on the cleaner. Remember that they need your patience, too. Next time, respond more gently and make a mental note to keep checking the cabins to make sure it doesn’t happen again. | |
After 3 sec, “Proceed” button appears. | |
Previous Slide: 2.7 | Next Slide: Slide 3.1 |
Images Cabins in background | |
Slide 3.1 | |
Prompt: Congratulations! With your calm and patient management, guests continue to have a positive experience at Stoner Creek Cabins! | |
5 Stars appear. “Proceed” button appears. | |
Previous Slide: 2.9 or 2.10 | Next Slide: Slide 3.2 |
Images Cabins in background, stars | |
Slide 3.2 | |
Prompt: | |
Michelle character: “Great job, <name>! You’ve learned that the key to success is to be patient and polite in every interaction. We appreciate your management!” “Finish” button appears. | |
Previous Slide: 3.1 | Next Slide: end of course |
Images Cabins in background, Michelle character | |