Improving communication to improve customer experience.
As a Walt Disney World property, the Swan and Dolphin Resort serves guests from around the globe. The hotel employs a diverse staff of over 2,000 individuals, many of whom are non-native English speakers. Resort management noticed that language barriers were causing misunderstandings between non-English-speaking staff and English-speaking guests, impacting the hotel’s ability to provide personalized and seamless service, a core component of the guest experience. The communication issues were particularly evident in guest-facing roles such as housekeeping, front desk and food service, where clear and accurate communication is essential. LTC tailored an ESL program specifically focused on guest interactions that included activities that used videos, auditory activities, role-playing scenarios and real-life practice.
