Carlson Rezidor Hotel Group is one of the world’s largest and most dynamic hotel companies. It has an expanding portfolio of more than 1,370 hotels in operation and under development, a global footprint covering over 110 countries and territories, and a powerful set of global brands: Quorvus Collection, Radisson Blu®, Radisson®, Radisson Red, Park Plaza®, Park Inn® by Radisson and Country Inns & Suites By CarlsonSM.
Carlson Rezidor approached us to develop, pilot and support the implementation of a global Master Trainer Group Training Skills Programme. With hotels spanning the globe they needed a cost-efficient, internally delivered programme that led to certified Master Trainers with the ability to design and deliver interactive, engaging & effective group training sessions with confidence.
What we did
Following discussions with all relevant stakeholders in the business we developed a 3 day Train the Trainer Essentials programme covering all the key skills required to structure and deliver practical, dynamic group training sessions on any topic supported with branded trainer guides, presentation and support materials: participants put the skills they learn into practice with 2 practical training delivery sessions each that their peers in the group give feedback on, fostering positive teamwork.
After a pilot workshop in the Middle East we revised the content before training the first group of Master Trainers in Belgium. Participants attended from across the world – South Africa, Dubai, Saudi Arabia and Russia, as well as from regional European countries. They first attended the programme as participants for 3 days and then trained as Master Trainers for the programme over the next 3. Structuring the training in this way ensured maximum return for investment for participating hotels. Upon successful completion the Master Trainers returned to their regions to roll out the Train the Trainer Essentials (TTE) programme.
To ensure consistency of delivery all practical sessions are recorded on video and played back – a technique that is used on all TTE courses now. Measurement criteria are in place to ensure participants meet an agreed, quantifiable standard before they can be certified as Master Trainers. A 45-Day Challenge is implemented after each workshop where participants have to deliver a session and do a self-evaluation of how it went plus submit a video of themselves; this means training standards across the globe are measured and evaluated on an on-going basis and not just at the point of attendance at the workshop giving this programme longevity and reach.
We continue to deliver Master Trainer programmes as required, with the material now translated into several languages.
Train the Trainer Essentials has allowed Carlson Rezidor to internally resource an effective, measurable group training programme – an area of learning & development that was previously outsourced. Bringing this in-house has ensured global consistency of delivery, made the implementation of the programme highly cost-effective and offers improved learning experiences for participants as trainers are highly skilled and more confident.
“Alison has been very pro-active throughout the project, proposing enhancements and volunteering additional items as part of her knowledge, experience and research. She usually turned around assignments before the agreed time. When conducting training Alison is very observant and is able to help other trainers improve their performance. She has been vital to the success of launching this project within our company.”
Jan Spooren, Director, People Development