The 80-Point Rule
How your team should practise to see a difference in the first week. One page, built on what has already happened in another hotel.
The rule
One sentence that settles everything else
Repeat the same conversation until you reach 80 points. Only then open the next one.
Nothing else on this page needs to be remembered. The rest explains why.
The natural instinct is the opposite — to get through as many situations as possible, the way you work through a textbook. That is also the most common mistake. The app is not a catalogue of scenarios to read; it is a place where the same conversation can be held five times with nobody getting hurt.
Why this way
What the first 100 conversations in one hotel showed
Over a two-week trial in a Bulgarian hotel, ten staff members held 100 practice conversations. Sixteen times, someone went back to a situation they had already played through — fourteen of those got as far as a score. Here is what happened when they did:
The example
Two days of one waiter
The best result in that trial did not come from the most experienced person on the team. It came from a waiter who, on his first day, did not play a single situation only once.
Day one
- Conversations
- 16
- Different situations
- 8
- Repeated
- 6 of 8
- Average score
- 67
Day two
- Conversations
- 13
- Different situations
- 12
- Repeated
- 1 of 12
- Average score
- 85
The first day is a day of drilling: eight situations, but sixteen conversations. The second day is a different person by result — twelve unfamiliar situations and only one repeat, because he no longer needed it. The lowest score he got on the second day is higher than his average for the whole first day.
Both days together came to two and a half hours. A colleague spent almost as long, worked through 21 different situations, repeated only two — and finished on an average of 65. The difference is not the effort, and it is not the number of scenarios.
The habits
The four things he does
- He goes back to where he failed.He repeats every situation he scores below 60 on. One of them he plays four times in a row: 66, 58, 76, 88. The second attempt is worse than the first — and he does not give up.
- He repeats straight away, not the next day.38 points at 15:02, 82 points at 15:06. The same situation, four minutes later.
- When nothing is working, he changes how he answers.One spoken conversation fails completely. Nine minutes later he plays the same situation by typing, takes eleven minutes over it instead of four, and scores 80. Typing gives you time to choose your words; speaking is closer to what happens in front of a guest. Use both.
- He does not lean on the Joker.He uses it once in 29 conversations. The Joker is there so you can see what a full answer sounds like when you are genuinely stuck — not so you can move on.
For the head of department
Two things that depend on you
Do this
- Everyone's first conversation happens with someone beside them. Five minutes, standing next to them while they take one conversation from start to finish and see their score.
- Once a week, look at who has no completed conversation. The list is in the manager dashboard and it takes less than a minute.
Not worth it
- Measuring who has been through the most scenarios. On its own, that number means nothing.
- Announcing scores in front of the team. The point is to make mistakes without an audience.
- Waiting two weeks before checking. The people who drop out drop out on day one.
More on how the training itself works: Staff Training.
The figures on this page come from a real two-week trial in a hotel in Bulgaria, October 2026. Staff names are not published.