Standardizing Hotel Service Quality at a “High Level”.Accelerating new staff readiness and enabling multilingual support with the AI role-play training service “AvaTraining”.

Client

Company: RRHO Operations Co., Ltd.
Hotel: RIHGA Royal Hotel Osaka, Vignette Collection
Business: Operation of accommodation facilities, restaurants, banquet halls, and sports facilities
Departments: Accommodation Division, Bridal Division
Target Users:

• New graduates and mid-career hires

• Staff aiming to improve English communication skills

• Mid-level staff and future leader candidates

How AvaTraining is Used

• Role-play training for new and junior staff to acquire essential hospitality skills, such as front-desk check-in procedures and telephone etiquette

• Strengthening multilingual capabilities to meet inbound tourism demand, including tourist guidance in English and responses to frequently asked questions

Background

• Variations in service quality among staff members had emerged, creating a need to standardize service across the organization to improve customer satisfaction

• The hotel required “training with immediate impact,” such as rapid skill development for new and mid-career hires and English training to cope with the rapidly increasing number of inbound guests

• Conventional training programs struggled to efficiently address diverse needs, highlighting the need for a new system that allows repeated practice tailored to individual skill levels

Why AvaTraining was Chosen

• A wide range of role-play scenarios covering various skill levels, from new staff to mid-level employees

• The ability to practice situations that are difficult to experience through OJT alone, such as English communication and complaint handling

• Flexibility to practice anytime and anywhere, allowing each staff member to repeat training until satisfied, based on their own challenges and skill level

• Detailed visualization and feedback, including guidance on polite and appropriate language required of hotel staff, as well as measurement of speech speed adjusted to each guest

Effects of Implementing AvaTraining

• Variations in service quality were reduced, leading to improved and standardized service levels across the entire hotel

• New staff were able to acquire skills before entering the workplace, shortening the time required to become fully productive and reducing the burden on training supervisors

• Complaint handling, which had previously depended heavily on individual experience, could now be practiced in advance, improving staff response capabilities

Future Outlook

• Expand usage to additional departments and scenarios to further standardize and enhance service quality

• Package training content specialized for the hotel industry and scale the offering through external sales and broader deployment

About the AI-Powered Avatar Role-Play Training Service “AvaTraining”

AvaTraining is a role-play training service that leverages high-quality avatars and generative AI to help users build practical communication and customer service skills.

No dialogue data or prewritten scenarios are required.
Users simply set the role and objectives of the training partner, and the system enables context-appropriate conversational simulations—anytime, anywhere, and as many times as needed.

After each session, AI analyzes not only the dialogue itself but also non-verbal cues such as facial expressions and vocal intonation, automatically generating evaluation feedback. This allows users to clearly understand their strengths and areas for improvement, accelerating practical skill development.

Furthermore, by utilizing performance data such as the number of practice sessions and evaluation scores, organizations can identify individual challenges, track skill progression, and optimize training plans. This minimizes inconsistencies caused by subjective coaching styles and enables the systematic sharing and accumulation of training know-how across teams.
AvaTraining also reduces the workload of managers and trainers who previously spent significant time conducting role-play manually, contributing to overall operational efficiency in training environments.

AvaTraining Service Page >

If you would like to request materials (free) or try a hands-on demo of AvaTraining (free), please feel free to contact us.

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