With automated solutions now able to take care of some of the more “simple” or straight-forward tasks required to deliver a service experience, what remains are the components for which human beings are particularly adept and well suited, including complex interactions or those that involve addressing exceptions or difficulties.

In these face-to-face encounters, employees’ ability to effectively manage the emotional components of the guest interaction can make a major contribution to a guest’s satisfaction with the outcome.

In a preliminary Cornell study, relatively intense training of hotel front-desk employees, using a blend of online and face-to-face training, changed employee behaviors in a way that guests reported an improvement in staff helpfulness.