Case Study: Empowering Hotel Teams: TrainingPros' Role in a Mobile Operations Platform Rollout
Executive Summary
A TrainingPros’ hospitality client partnered with a technology vendor to implement a mobile operations platform (MOP) to streamline hotel management, enhance operational efficiency, and improve both customer and employee training. To ensure a smooth transition and adoption of the new system, the client worked with TrainingPros, who provided an instructional designer and change management consultant. TrainingPros was responsible for designing the training program, creating a comprehensive change management plan, and developing communication strategies to help hotel teams effectively adopt the platform. The result was a seamless integration of the new technology, leading to improved employee performance and a better guest experience.
The Challenge
The hospitality client was relying on a paper-based system for certain hotel operations, which created inefficiencies in communication, task management, and employee training. With a desire to improve operational consistency and better train their staff, the company needed a solution that could automate these processes and be easily adopted by teams across multiple locations. The challenge was to find a way to transition to a digital, mobile solution while ensuring employees were comfortable with the new technology and well-trained to use it effectively. Additionally, there needed to be a strategy in place to manage the changes and ensure clear, consistent communication throughout the process.
The Solution
TrainingPros, in collaboration with our hospitality client and their technology vendor, developed a comprehensive training program and change management plan designed to address the challenges of transitioning to the mobile platform. The solution focused on several key components:
- Instructional Design & Training: In partnership, they created a blended learning approach, incorporating Train-the-Trainer workshops for managers, Activity Guides for hands-on role-playing, and YouTube style videos to help employees understand the platform’s features and benefits. The goal was to ensure that employees and managers felt confident using the platform and understood how it would make their work more efficient.
- Change Management & Communication: A crucial part of the plan was managing the change to the new platform. The client and TrainingPros designed a change management strategy that included clear communication to employees at all levels, helping them understand the benefits of the new system and addressing any concerns. Monthly communications were sent to franchise partners, highlighting the advantages of the mobile platform and outlining the steps needed for successful implementation.
- Real-Time Training Needs Identification: The mobile platform included a feature for managers to perform product quality and process inspections in real-time. This allowed them to identify any skill gaps and quickly provide remedial coaching or direct employees to online learning modules on the company’s LMS.
The Result
The introduction of the mobile operations platform, supported by the training and change management plan designed with TrainingPros, resulted in several key improvements:
- Increased Operational Efficiency: Automating processes through the mobile platform led to faster, more accurate task completion, reducing the reliance on paper-based systems and improving operational consistency across properties.
- Improved Employee Confidence & Engagement: With the blended training approach and real-time coaching opportunities, employees felt more confident in using the new system and were better equipped to handle their roles. The clear change management plan also helped employees feel more supported throughout the transition.
- Enhanced Guest Experience: The mobile system allowed hotel teams to be more efficient, leading to better-prepared hotels and an overall improved guest experience.
- Successful Rollout Across Properties: The communication and training resources made it easier for properties to implement the platform. Franchise partners were kept informed, and the system was quickly adopted across multiple locations, ensuring scalability and long-term success.
By effectively managing both the technical and human elements of the change, the client was able to successfully implement the mobile operations platform, improving both employee training and guest satisfaction across their properties.
Resources Provided
Technology Used:
5 Ways Change Management Consultants Drive Effective New Initiatives
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