SOCIAL LEARNING & JUST IN TIME TRAINING – CONCEPTS DRIVE GREATER ROI FROM TRAINING
A global hospitality brand needed a training solution that could do the following:
- Cut training time for managers and team members
- Provide improvements across all customer service metrics
- Deliver it in 12 different languages
- Make it easy to add or update new lessons
- Provide hard and soft skill instruction
- Promote Continuous Learning Culture
The award winning ACA iPad training was the solution.
Arnowitz Culture Agency enables anytime, anywhere learning for thousands of DoubleTree employees around the country using the iPad as a mobile e-learning platform.
Designed to bring humanity back to hospitality, Doubletree embarked on a year-long, multi-million dollar global rebranding initiative. Called “The Traveler’s Reward” this corporate communications program spanned every brand touchpoint across hundreds of Doubletree locations around the world. Training DoubleTree’s 77,000 employees to adopt new modes of service delivery had to be accomplished quickly, effectively, and delivered globally across many languages.
Getting DoubleTree’s service employees up to speed on corporate training initiatives typically demanded two days of in-class instruction, which took employees away from their duties and caused logistical chaos in the personnel department. DoubleTree management turned to Arnowitz Culture Agency for a more effective way to deliver employee instruction.
An e-learning platform distributed via the iPad delivered instructional materials, including video, audio, and text-based lessons. Portable, always-on, and immediately available, the iPad e-learning platform enabled employees to tackle their training in short, modular lessons. Taking advantage of the iPad’s ability to handle video, Arnowitz created video “how-to” lessons designed to support the nuances and subtleties of service delivery and guest interaction in a way that typical classroom instruction could not. Instead of missing work for two days of training, DoubleTree employees could pick up an iPad, sign in, master a subject in less than 30 minutes, and then return to work. Built-in assessment capabilities tracked employee progress. Automatic synching to headquarters enabled reporting capabilities that allowed managers to view time spent on each lesson, scores, and completion rate before a training certificate could be awarded.
Backed by a corporate communications campaign that introduced the new E-learning platform to managers, each DoubleTree hotel received up to three iPads preloaded with instructional material. Management now has a mechanism to rollout additional multimedia training via a wireless network, so updates can simply be downloaded as they are produced. Over 60,000 individual lessons, and 12,000 group lessons were completed in the last 16 months saving DoubleTree thousands of hours.