The Challenge

Clarity Works with Global Hotelier to Onboard Service Personnel

With more than 1,000 properties in 100 countries and territories, this leading Fortune 500 hospitality company is one of the world’s leading hotel and leisure companies. It employs more than 150,000 people and represents well-known brands around the world. These brands cater to a wide range of guests—from trendy travelers to business road warriors to vacationing families.
The client’s management recognized the value of providing focused, comprehensive training to new hires, who generally have no concept of the company’s brands and related customer service expectations. Due to recent acquisitions, the materials supporting the client’s new hire training program, their Service Culture Training, needed editing and updating to ensure consistency across participant materials, instructional guides, and related PowerPoint presentations. The materials needed to provide brand-specific, instructor-led training to prepare new hires to serve each brand’s clientele.

The Solution

Clarity Consultants provided the client with an instructional design professional with more than 20 years of experience in instructional design and a solid marketing background. The consultant had the expertise needed to assess the existing training materials and recommend appropriate enhancements. The consultant was required to revise the training materials with brand-specific content, ensure consistency across all training materials and tools, and upgrade existing content with instructional design components and standards.

The Results

The consultant worked with a subject matter expert to evaluate the existing content. They noticed a lack of consistency in the materials from brand to brand. In addition, substantial portions of the content had not been written by an experienced instructional designer and therefore lacked key design components and an appropriate training structure. The consultant assessed the content to separate the general corporate training information from the brand-specific information. Each module was then edited to include the corporate information that all employees needed to know along with the applicable brand information. All modules were upgraded to meet training standards and incorporate course assessments. The consultant created more engaging PowerPoint presentations for each module, aligning the content with the facilitator and participant materials for a comprehensive training experience.

Despite a challenging deadline, the consultant provided the client with 12 sets of upgraded training materials and facilitator tools that contributed to a more efficient and effective onboarding program.

Clarity enabled the client to:

  • Provide facilitators with the tools needed for efficient and effective instruction across all brands.
  • Get new hires up-to-speed with the knowledge needed to do their jobs and provide exceptional customer service.

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For more than 25 years, we’ve managed projects touching every element of learning and talent development.