Conducting a Needs Analysis for a Retail Client
Executive Summary
A TrainingPros’ hospitality client sought to create and develop an Assistant General Manager Development Program to ensure newly hired and promoted AGMs were fully prepared to transition into higher level management roles. TrainingPros provided instructional design consultants to support the development of a structured, task-based training program focused on hands-on learning, leadership development, and operational excellence. The result was a comprehensive and engaging development program that fostered skill-building, increased retention, and enhanced overall leadership capabilities.
The Challenge
The hospitality client needed a structured program to ensure AGMs were adequately prepared for the responsibilities of a GM role within 12 months. Without a formalized training approach, AGMs lacked consistency in learning, struggled with decision-making, and required additional support to lead teams effectively. The challenge was to develop an experiential learning program that would provide AGMs with essential leadership, operational, and decision-making skills while reinforcing company standards and best practices.
The Solution
TrainingPros partnered with our hospitality client to create and implement the AGM Development Program. The approach included:
- Designing a structured, task-based, on-the-job training model that aligns key leadership and operational competencies.
- Establishing a phased learning approach, broken down into three key phases over 12 months to ensure gradual skill development.
- Implementing bi-monthly status surveys to assess AGM progress and provide targeted support.
- Creating a mentorship structure where AGMs shadow GMs and receive direct feedback and coaching.
- Providing solo learning opportunities where AGMs take the lead in key operational tasks to build confidence and independence.
Training Modality and Deliverables
The program was developed as a structured, hands-on training model focused on building essential leadership and operational skills through task-based learning. It followed a phased learning approach over 12 months, allowing AGMs to progressively build their skills and knowledge. Bi-monthly status surveys were implemented to track progress and provide targeted support, ensuring AGMs stayed on track for success. A mentorship structure was established, enabling AGMs to shadow GMs, receive direct coaching, and gain valuable insights from experienced leaders. Additionally, AGMs were given solo learning opportunities, where they took the lead in key operational tasks to build confidence and independence.
The program deliverables included:
- Train-the-Trainer Events
- Facilitator and Participant Guides
- PowerPoint Presentations
- Videos and eLearning Modules
- Job Aids and Standard Operating Procedures (SOPs)
The Result
The newly developed AGM Development Program led to several key improvements:
- Stronger Leadership Pipeline: AGMs gained the confidence and skills to transition into GM roles effectively.
- Higher Retention Rates: Structured support and mentorship led to increased job satisfaction and retention.
- Consistent Training Across Locations: Standardized training ensured all AGMs received the same high-quality development experience.
- Improved Decision-Making and Operational Execution: Hands-on learning opportunities allowed AGMs to develop the skills needed to manage hotel operations independently.
- Enhanced Engagement and Career Growth: A clear path to promotion motivated AGMs and improved overall job satisfaction.
Conclusion
By creating and implementing the AGM Development Program, TrainingPros helped the hospitality client cultivate a strong leadership pipeline, drive operational excellence, and prepare AGMs for long-term success within the organization.
Resources Provided
Technology Used
Elements of a Learning Journey for Instructional Designers
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