Star Coach is designed to ensure the role-playing
is highly engaging. The app presents short videos
in which a virtual guest expresses a complaint,
compliment or request. After viewing the video, the
hospitality service provider responds to them by
speaking into the phone or tablet. The technology
analyzes the fractal patterns in the voice that reveal
the user’s confidence, level of emotional involvement,
effort to connect to the guest and overall stress.
The training tool provides instantaneous feedback
and guidance on best-practice behaviors. With
this immediate feedback and through repetition,
the service provider is able to improve their guest
interaction and ultimately provide a better guest
experience. The technology behind Star Coach is
based on more than a decade of research.
48
The Art of Luxury
Issue 32 2018