Case Study: Hilton
Challenge
Common platform with varied branding and culture
Solution
Centralized repository and content management
Target Audience
All employees, all brands, all locations
Results
Legacy conversion, automated translation and publishing, improved productivity and quality, increased acceptance and completion
A Comprehensive Blended Learning Program
- Approach: Created by HWU and Allen Interactions, in partnership with full service brands
- Key Focus: Empowerment, Service Recovery, Guest Satisfaction
- Deployment: Blended approach designed to engage the entire hotel from General Manager to line level team members
Empowerment and Comprehensive Rollout and Creation of an Effective Blended Solution
Teach managers how to train with a blended approach:
- e-learning
- Job aids
- Dailly shift meetings
- Instructor-led training
- Webinars
- Social media
Leader Guide Icons
Below is a summary of icons used throughout this Leader Guide
Topic/Activity Timing
Charting Activity, Record on Chart
Do
Refer to Participant Materials, Distribute Materials
Play Video
Activity Instructions
Refer to Wall Chart
Say, Make these Points
Note, Special Instructions
Display or Refer to PowerPoint Slide
Ask, Discuss
Empowerment – teaching managers how to empower their team members to take care of the guests
Continuous Learning, Follow up Conversations
- Delivered by General Managers
- The Management Pledge
- Learning Portal
- Ask questions
- Share stories
- Post videos
Global Launch, Delivery on a Global Level
- Piloted to ensure cultural relevance
- Translated into 11 languages
- Designated project support
- Doubletree by Hilton and Embassy Suites launching the program this year.
Results: Effective Deployment over the Past Calendar Year
- Overall service: 2.3% increase
- Valued customer: 3.30% increase
- Genuine treatment of customers: 3.9% increase
Business Need
Create a best in class service training program to be reused by any of the Hilton Worldwide brands while decreasing training spend.
Solution: 3000+ courses
- Instructor led training (ILT)
- Leader led Learning
- elearning modules
- Job aides/webinars
- Follow up conversations
- Social media & online portal
Results
- 2.3% increase in overall service ratings
- 3.30% increase in valued customer ratings
- 3.9% increase in genuine treatment of customer
- Reduced training spend of $500,000 in first year
“Winner of the Brandon Hall Gold Award for Blended Learning”
Saved over $500,000 leveraging this content across brands. Doubletree by Hilton and Embassy Suites launching the program this year.
Watch a Demo of a Custom Interaction
Click the play button to watch a demonstration of the Hilton Branding custom interaction
