This resort is so close to perfection. With a sma...
This resort is so close to perfection. With a small bit of training of the staff, the feeling guests get could be over the top amazing. My perception is that Kalahari hires great people but does not train them on the finer points of customer interactions and positive attitudes. If management spent a few minutes each day coaching staff on how to wow their guests, this place could blow customer s minds.
Checking in at the front desk is the best example. There were nearly 20 employees at the front desk and they mostly had their heads down focused on their work instead of greeting guests in line with the best of attitudes. They are missing an opportunity to make families feel super special and make a great 1st impression.
On a cleanliness note, they are right on the verge of becoming a worn out dump. This complex is going to need some serious money spent to make it top notch again. Everything is showing signs of aging and if the management doesn t get their hands around it, this place is going to become a ghost town at the expense of competitors who have the fresh updated facilities.
All that being said, the average profile of guests here are middle aged adults with middle aged children who LOVE the experience of an indoor entertainment Mecca. If Kalahari staff remembers that their guests pay the bills and if the staff treats each guest with amazing customer service, they will be a thriving, vibrant attraction for years to come.