Training program engages employees at Hand Picked Hotels
Purpose – This paper aims to describe an award‐winning training program that has helped to reduce staff turnover, improve employee and customer satisfaction and boost engagement with the brand at a luxury‐hotel group. Design/methodology/approach – The paper explains the reason for the training at Hand Picked Hotels, the form it took and the results it has achieved. Findings – The paper details the five learning modules that included facilitated discussions, games and role‐plays to explore the desired behaviors and their impact, and a personal‐development plan to focus on one key behavioral aspect per module to improve service or relationships. Practical implications – The paper reveals that Hand Picked Hotels has seen: complaints fall by 40 percent, at a saving of £53,000 a year; increased loyalty‐club membership and so frequency of hotel visits; employee turnover in the first six months of employment down by 10.79 percent; and overall employee retention up from 47 percent to 61 percent a year. Social implications – The paper describes how implementing the program in a difficult economic period showed employees how important they are to Hand Picked Hotels. Originality/value – The paper explains how the training program helped Hand Picked Hotels to re‐energize its culture by defining the guest and team‐member experiences it wanted to deliver.
Year of publication: |
2011
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Published in: |
Human Resource Management International Digest. - Emerald Group Publishing Limited, ISSN 1758-7166, ZDB-ID 2082534-1. - Vol. 19.2011, 6, p. 7-10
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Publisher: |
Emerald Group Publishing Limited |
Subject: | Hotels | Training | Customer service management | Engagement |
Saved in:
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