TrainingPros partnered with their client to design and implement the new role, providing support in:

• Defining the Role & Competencies – Mapping out the key responsibilities and skills required for success.
• Developing Training & Communication Tools – Creating job shadowing plans, skills checklists, and best practices to ensure consistency.
• Supporting Change Management – Establishing a business case process for General Managers to justify hires and enhance their leadership skills.
• Ensuring Effective Rollout – Providing a structured training timeline and communication plan to facilitate smooth implementation across locations.

The Change Management Element: 

To ensure a smooth transition and successful adoption of the new role, TrainingPros’ Change Management Consultant developed a structured approach that included:

• Change Plan – A step-by-step roadmap outlining how to introduce the new role, gain leadership buy-in, and support adoption across all hotels.
• Communications Plan – Clear messaging and communication strategies to inform stakeholders at all levels—from corporate leadership to General Managers and frontline employees—about the purpose, benefits, and expectations of the new role.
• Training Plan – A detailed framework for educating General Managers on how to recruit, onboard, and develop the new role while also equipping them with the skills to justify and manage the role.
• Rollout Strategy – A phased implementation approach to introduce the role in a structured, manageable way, allowing hotels to gradually adopt and refine their processes while ensuring consistency across locations.

By implementing this structured change management approach, TrainingPros ensured that General Managers and hotel teams were fully prepared to integrate the new role effectively and drive long-term success.

The Training Program 

A key component of the initiative was the comprehensive training program designed to equip General Managers, regional leaders, and key stakeholders with the knowledge and tools needed to successfully implement and support the new role. TrainingPros worked closely with the client to design and develop all deliverables, ensuring alignment with the company’s vision and operational goals.

The training program was a blended learning solution that included:

• Virtual Instructor-Led Sessions – Interactive training sessions for key stakeholders, Regional Vice Presidents, and General Managers to ensure a clear understanding of the role, expectations, and best practices.
• Recruiting Best Practices – Educating managers on how to identify and attract high-potential employees for the role.
• Training & Onboarding – Providing structured guidance on how to onboard new employees for the role and set them up for success.
• Best Practices for the Role – Outlining key responsibilities, customer service expectations, and day-to-day duties.
• Skill Checklist – Ensuring employees in the new role developed well-rounded hospitality and leadership skills through structured learning milestones.
• Building a Business Case – Teaching General Managers how to create and present a compelling business case to their Regional Vice Presidents for approval of the role at their hotel.

To support the successful rollout of the new role, TrainingPros consultants collaborated with the client to design a comprehensive suite of resources. These included multiple reference documents, detailed job descriptions, and structured checklists to guide training, onboarding, and role execution. Written communications ensured clarity across all levels of the organization, while a structured change management plan provided a roadmap for smooth adoption. Additionally, TrainingPros developed presentation materials to educate leadership teams and secure buy-in from key stakeholders. By equipping General Managers and regional leaders with these tailored tools, the company ensured consistency in implementation and long-term success in developing future hospitality leaders.

By incorporating a robust training program with tailored deliverables, General Managers not only gained the skills needed to support the new role but also enhanced their own leadership and business acumen—strengthening their ability to manage and develop talent effectively.