Client (Europe and Middle East)
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.
With its ambitious growth, Carslon Rezidor recognised the need to implement a measurable training quality standard, resulting in improved and consistent training delivery globally, across all brands. We were asked to develop an On Job Skills training programme that would address the needs of an international audience and improve consistency in delivery of guest promises and operational standards.
What we did
Our involvement started at the beginning of the process where we took a leading role in recommending, creating and customising the content and roll out strategy of the proposed programme whilst taking into account the current training style and structure of Rezidor.
After developing an interactive On Job Skills trainer programme, we conducted a pilot workshop to evaluate how the new training was perceived by the target audience. Fine tuning of the content, Leaders Guide and support materials was completed before launching this to the wider audience of Master Trainers. The On Job Skills Master Trainer Certification Workshop was initially delivered to a group of international regional trainers who were tasked with delivering this training within Carlson Rezidor. After the successful launch, Master Trainers carried out the training of Hotel Trainers who then delivered the On Job Skills training programme at a hotel level. The On Job Skills training is in line with Carlson Rezidor’s unique employee service attitude programme “Yes I Can!” ensuring consistent delivery of the guest experience.
Through regional On Job Skills Master Trainers and over 300 Hotel Trainers, Carlson Rezidor now have 1000s of colleagues trained in the same format and consistency for practical skills training across their hotels. With a continued focus on Yes I Can! we worked with Carlson Rezidor to create an exciting online tool known as The On Job Skills Training Library. The library holds readily available training sessions that are consistent and of high quality and can be accessed by On Job Skills trainers through their intranet. All sessions in the library contribute towards customer satisfaction, brand operating standards and quality performance.
“Alison has been very pro-active throughout the project, proposing enhancements and volunteering additional items as part of her knowledge, experience and research. When conducting training Alison is very observant and is able to help other trainers improve their performance by giving detailed and constructive feedback. She has been vital to the success of launching this project within our company.”
Jan Spooren, Director, People Development, Carlson Rezidor Hotel Group