Number of Employees:Less than 5051-100101-250251-500More than 500
5:00 AM: Over his first cup of coffee, The Boss logs into IN-Gauge to review the room occupancy and average daily revenue at each of his hotel properties. He clicks on the property with the lowest daily revenue, and sees only 20 amenity packages sold so far this week, compared to 60 at one of his equal-sized properties.
5:30 AM: The Boss sends a message in IN-Gauge to the GM at this property. “Hey Mark, we are lagging in amenity package sales compared to other properties. Please give your team some extra motivation to focus on this today. Many thanks.”
Noon: The boss sees seven amenity packages sold this morning by one agent—Dwight. He “likes” this performance, and sends a message to that property’s front desk team as well as the GM: “Shout out to Dwight for killing it in amenity package sales today! Keep up the great work!” The Boss has learned throughout his long career that recognition, especially from a superior, is a powerful motivator; for many people, it is more motivating than monetary incentives.
12:30 PM: The Boss sees that cabana sales have made a sudden drop across many of his Southeastern properties. He sends a quick message to the GMs at these properties. “Team: Due to the cold front, cabana sales have suffered this week. For the next few days, let’s offer full-day cabana access at half price, and bundle access with any Spa purchase of $100 or more. We just may boost Spa sales as well. I will monitor closely—please do the same. Thanks.”
5:00 AM: Chuck’s alarm wakes him. He logs into IN-Gauge on his phone to check room inventory at his hotel property. He sees there are six vacant Presidential Suites. Using the software, he sends a message to the frontline staff, “Hey team, stellar week so far! Doing great on late check-outs and breakfast vouchers. Let’s focus on those six vacant Prez Suites today!”
6:30 AM: Once chuck arrives at work, he greets the front desk staff. There isn’t much foot traffic, so he heads into the back office. After logging into IN-Gauge on his desktop, he notices that Dwight, his top performer on Cabana and Executive Lounge sales, is struggling with suite upgrades. With six suites available, this is a great learning opportunity for Dwight. First, Chuck sends an IN-Gauge message to Dwight congratulating him on being the top performer for cabana and lounge upgrades. Recognition is a powerful motivator. He ends the message with “Now let’s get you to the top of the leaderboard for suite sales.”
9:00 AM: Chuck observes Dwight at the front desk during five customer interactions. After he logs an “observation” into IN-Gauge, the software then recommends two 30-second virtual training videos to further develop Dwight in areas needing improvement.
12:00 PM: After seeing in IN-Gauge that Dwight watched both videos, Chuck schedules a one-to-one coaching session to help Dwight build on what he learned. Chuck coaches Dwight on fact finding—learning the customer’s wants and needs, and then suggesting the right products or services to meet those needs. It is a service-focused approach.
3:30 PM: Chuck logs into IN-Gauge and sees that Dwight sold two Presidential Suites, and moved to the top of the agent leaderboard. Chuck “liked” Dwight’s performance using IN-Gauge’s social feature, and sent a message to the team recognizing Dwight for a superior performance.
3:35 PM: After revisiting Dwight’s performance, Chuck sees he is currently at 80% of his goal for the month. He sends a quick message to Dwight congratulating him again on the suite sales, and giving him an extra boost to meet his goals: “Dwight, you are now only 20% away from reaching your goal! That’s just 10 more late check-outs, three breakfast vouchers, OR one executive lounge sale! You can do it!!!”
5:00 AM: Dwight’s alarm wakes him. He logs into IN-Gauge on his phone to review progress toward his goals, which he and his manager Chuck carefully set based on his performance from the previous quarter. His new goals are actually higher than the goals he previously set on his own, and to his surprise, he is hitting them right on target.
6:30 AM: Dwight clocks into work. He and Chuck meet to prepare for the day. They log into IN-Gauge to review opportunities and calculate how many upgrades he needs to sell today to keep pace with his targets. They also check today’s rate metrics to identify the allocated amount for executive lounge, cabana, late-checkout and room upgrades. Although Dwight was reluctant to embrace this new technology, he finds the software to be extremely intuitive, useful and a major time saver.
9:00 AM: Dwight takes a 15-minute break. After grabbing another coffee, he logs into IN-Gauge and sees Chuck recommended a 30-second training video on fact finding. He watches the video, eager to further improve his customer relations skills.
10:00 AM: A business traveler approaches the desk for an early check-in. “What brings you to town?” Dwight asks the guest. “I’m here for a conference. I’ve got scattered meetings throughout the day, but I’m hoping to get some work done in my room between meetings,” said the guest. “Sounds like a busy schedule. You might find the Executive Lounge to be a more comfortable working space than your room. It includes free Wi-Fi, breakfast and lunch served daily, a fully stocked bar, and dozens of spacious work stations. For $49.99 I can go ahead and upgrade your stay,” Dwight offered. “Wow, I didn’t know you had that. That would be great—thank you!” exclaimed the guest.
11:00 AM: As Dwight clocks out for lunch, he runs into the GM. “Hey there Dwight, good to see you! I’ve got to tell you—I’ve been so impressed with your performance. I see in IN-Gauge that you are topping the leaderboard in incremental revenue. Nice job. Can I buy you lunch?” Wow, not only does the GM finally know Dwight’s name, but he’s actually in touch with Dwight’s performance. “I would love to!” Dwight proudly accepted.
1:30 PM: Fresh off lunch with the GM, Dwight was feeling great, and more motivated than ever to perform well. A flustered mother and three rowdy kids approach the front desk to check-in. “Hello ma’am, welcome, what brings you to town?” Dwight asks. “We are here to visit the theme parks,” the woman states. “That sounds like fun! I see here you are in a standard room with two queen beds. You might be more comfortable in the Deluxe, which includes a master suite and adjoining room with two queens and an extra TV,” Dwight offered. “Oh wow, that would be amazing! Yes, please!” The mother eagerly accepted.
3:00 PM: As Dwight clocks out for the day, he gets an IN-Gauge notification on his phone—the GM “liked” his performance today. Dwight feels a tremendous sense of pride as he heads home. What a great day.