Case Study: Reducing General Manager Turnover Through a Leadership Development Program
Executive Summary
TrainingPros’ hospitality client sought to improve general manager retention through a comprehensive leadership development program. This structured four-week program integrates assessment, onboarding, and professional development to ensure new general managers are fully prepared for their roles. With the support of TrainingPros’ designers, the company has achieved a 5 percent reduction in general manager turnover.
The Challenge
The hospitality client faced a significant challenge with general manager turnover, which negatively impacted hotel operations, employee morale, and customer experience. The company recognized that selecting the right candidates and providing them with a solid foundation through effective training were crucial to improving retention and long-term success.
The Solution
To address this challenge, the hospitality client implemented a new leadership development program. The program was a four-week initiative designed to ensure proper selection, training, and onboarding of new general managers. TrainingPros’ learning experience designers played a key role in crafting an engaging and effective training experience. The key components of the program included:
- Assessment & Selection:
- Candidates underwent a rigorous assessment during the hiring process, generating a personalized development report.
- Trainers received a full debrief on the assessment results, allowing them to customize the training experience for each new general manager.
- Four-Week Training Program:
- Weeks 1-3: Conducted at a certified training hotel, the first three weeks provided hands-on experience through job shadowing and coaching in core operational areas.
- Week 4: The new general manager transitioned to their assigned hotel, working with the learning and development manager to establish relationships with the team and create a personalized action plan for growth.
- Ongoing Mentorship & Support:
- Post-training, the learning and development team conducted mentoring calls every two to three months to track progress and offer continued support.
The Result
By implementing the leadership development program, the hospitality client successfully reduced general manager turnover by 5 percent. The structured training approach ensured that new managers were well-prepared, confident, and equipped to handle their responsibilities, leading to higher job satisfaction and long-term retention. The program not only strengthened leadership within the organization but also improved overall hotel performance and guest experience.
Conclusion
The hospitality client’s leadership development program demonstrates the power of a structured onboarding and training initiative in reducing turnover and fostering leadership development. By investing in a comprehensive selection, training, and mentorship process, and leveraging TrainingPros’ learning experience designers, the client has created a sustainable model for developing and retaining high-performing general managers.
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