Case Study: Certified for Success - Transforming Hotel Operations with a Customized Training Program
Executive Summary
A leading hospitality client lacked a comprehensive certification program that addressed the cleanliness and maintenance of their properties at the local level. Partnering with TrainingPros, they set out to create a customized certification program that would improve both employee and customer satisfaction. The goal was to establish clear, standardized procedures for cleanliness, maintenance, and operational efficiency, ultimately driving better performance across all properties.
The Challenge
Prior to the new certification program, the client had no single, all-encompassing certification to ensure cleanliness and maintenance standards were consistently met at the property level. The absence of a unified program made it difficult for hotel teams to maintain consistent quality across locations. Hotel staff lacked standardized processes for critical areas like room cleaning, maintenance, inventory management, and laundry procedures, leading to inconsistent guest experiences and operational inefficiencies. The client needed a solution that would provide clear training, support, and metrics to ensure high standards were maintained consistently across all properties.
The Solution
In partnership with TrainingPros instructional design consultants, the learning and development department developed a comprehensive certification program designed to address the gaps in cleanliness and maintenance procedures. The program was aimed at creating clear, standardized processes for hotel teams to follow, ensuring consistency and excellence in daily operations.
The new program included training for essential areas such as room cleaning, inventory and satellite storage management, laundry and stain mitigation, and preventative maintenance. Employees were trained on both the theory and practical application of each procedure, using instructor led sessions as well as asynchronous learning that included eLearning courses, videos, and hands-on practice.
One key feature of the program was its focus on a prestigious certification that required hotel teams to fully engage with and implement all processes related to cleanliness and maintenance. This certification ensured teams were not only trained but also responsible for maintaining the highest operational standards. The program emphasized the importance of several key metrics that would ensure long-term operational success.
The Result
The implementation of the new certification program resulted in measurable improvements in both employee performance and customer satisfaction:
- Customer Satisfaction: Hotels that adopted the certification program saw a significant increase in guest satisfaction, with Net Promoter Scores (NPS) rising by 3.3 points year-over-year for certified hotels, compared to just a 1.3-point increase for non-certified properties.
- Operational Efficiency: The program also helped reduce the number of operational issues. Hotels with the certification experienced a 1.1% decrease in problems year-over-year, while non-certified hotels saw a 0.8% increase in issues.
Employees were more confident in their roles, following clear guidelines that streamlined daily tasks. This led to improved operational efficiency and a stronger focus on quality, ultimately resulting in better guest experiences. The certification program also fostered a sense of pride among employees, as they took ownership of their roles and were empowered to deliver exceptional service.
Conclusion
Overall, the new certification program successfully addressed the gaps in cleanliness and maintenance procedures, leading to improved standards, happier employees, and more satisfied customers.
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