Case Studies

Inspiring greater Guest satisfaction in the bush

Lobster Ink
February 10, 2024
March 20, 2024
5
min read

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Our hospitality customer operates luxury camps throughout Africa. Providing hospitality training in such remote locations that will enable their teams to deliver world-class service, required thinking inside the box.

The Challenge

How do you teach luxury hospitality standards to someone who’s never experienced or even seen it?  

As the world’s largest safari company, our customer operates over 70 luxury camps in 15 countries. Their workforce is primarily made up of locals who have little to no formal training yet are required to deliver luxury service to the highest international standards.

They enlisted our services to provide a training solution that not only empowered their team with hospitality excellence skills - but that would make a real difference to the guest and solidify the brand’s reputation as world-leaders in luxury bush experiences.

The Solution

As the camps are located in remote regions, internet access is extremely limited. So we thought outside the box with a solution that lived inside one.  

We created an offline version of our learning management system called a ‘Lobster Box’ and distributed them to each camp. In the box was a small computer that housed the learner experience and learning management functionality. Also included was a fully-tailored content solution packed with practical knowledge and skills that landed core luxury service concepts.  

Because working in the bush can demand juggling various job roles, we developed Learning Paths to meet learners at their level and provide specific training to help them fulfill their day-to-day duties.  

Today, they remain one of our longest-standing customers and, due to significant enhancements in local infrastructure, their learners have been invited to experience the full online version of our learning management system designed for hospitality.  

The Results

Our fully tailored training solution has delivered standout returns across the business. Over an 18-month period, our training solution showed a particular impact on Guest feedback as evidenced by the noticeable increase in their Net Promoter Score.

Book a call with one of our experts to discuss your custom training solution today.

Share this post

Our hospitality customer operates luxury camps throughout Africa. Providing hospitality training in such remote locations that will enable their teams to deliver world-class service, required thinking inside the box.

The Challenge

How do you teach luxury hospitality standards to someone who’s never experienced or even seen it?  

As the world’s largest safari company, our customer operates over 70 luxury camps in 15 countries. Their workforce is primarily made up of locals who have little to no formal training yet are required to deliver luxury service to the highest international standards.

They enlisted our services to provide a training solution that not only empowered their team with hospitality excellence skills - but that would make a real difference to the guest and solidify the brand’s reputation as world-leaders in luxury bush experiences.

The Solution

As the camps are located in remote regions, internet access is extremely limited. So we thought outside the box with a solution that lived inside one.  

We created an offline version of our learning management system called a ‘Lobster Box’ and distributed them to each camp. In the box was a small computer that housed the learner experience and learning management functionality. Also included was a fully-tailored content solution packed with practical knowledge and skills that landed core luxury service concepts.  

Because working in the bush can demand juggling various job roles, we developed Learning Paths to meet learners at their level and provide specific training to help them fulfill their day-to-day duties.  

Today, they remain one of our longest-standing customers and, due to significant enhancements in local infrastructure, their learners have been invited to experience the full online version of our learning management system designed for hospitality.  

The Results

Our fully tailored training solution has delivered standout returns across the business. Over an 18-month period, our training solution showed a particular impact on Guest feedback as evidenced by the noticeable increase in their Net Promoter Score.

Book a call with one of our experts to discuss your custom training solution today.

Share this post

Sign up for a
free 14-day trial

Experience our platform and off-the-shelf learning content with a 30-day free trial.

Sign up for a
free 14-day trial

Experience our platform and off-the-shelf learning content with a 30-day free trial.