Saltmarsh Hotels: Two properties had a local policy the agent had never been given.

The problem

Front-desk turnover meant nobody reported when the booking assistant gave wrong answers.

What we did

Correction behaviour was tracked per property, independent of staff reporting.

The result

Two properties had a local policy the agent had never been given. It was answering confidently and wrongly.

Staff assumed the system knew something they did not. It did not.