Case Study: Sustaining Success: How Post-Conference Training Transformed Hospitality Operations
Executive Summary
A TrainingPros’ hospitality client sought to create a Post-Conference Regional Roadshow training program to sustain and expand upon the knowledge shared at their annual conference. TrainingPros supported the client by providing instructional design consultants to develop an engaging and structured training experience for General Managers , Assistant General Managers, and line-level employees, ensuring that all team members received the necessary training to perform their roles effectively. The result was a highly interactive and impactful training program designed to reinforce key operational and leadership skills, improve employee retention, and enhance the guest experience.
The Challenge
Our client needed a structured training solution to ensure the lessons learned at the annual conference were reinforced and effectively implemented at all levels of the organization. Without a structured follow-up program, there was a risk of knowledge loss and inconsistent application of best practices. The goal was to create a dynamic, engaging, and memorable training experience that would drive long-term behavior change, improve overall operational performance, and introduce new training for existing line-level employees who did not attend the conference to ensure they were equally equipped with essential skills and best practices, and ensure that both leadership and frontline employees were equipped to deliver exceptional service.
The Solution
The Solution
TrainingPros partnered with our hospitality client to design and develop the Post-Conference Regional Roadshow training program. The approach included:
- Developing a structured, activity-based training model to sustain and expand upon conference learnings.
- Creating an interactive, gamified experience with team-based competitions and real-world simulations.
- Incorporating role-playing exercises, video-based learning, and scenario-driven discussions to reinforce key operational skills.
- Implementing a train-the-trainer approach, equipping GMs and AGMs with the tools to effectively coach their teams.
Training Modality
The program utilized multiple training modalities to maximize engagement and effectiveness:
- Blended Learning: A mix of instructor-led sessions, digital learning components, and hands-on application.
- Instructor-Led Training (ILT): Facilitated workshops led by experienced trainers and regional mentors.
- Gamification & Team-Based Learning: Scorekeeping systems and competitive team challenges to drive engagement.
- Scenario-Based Learning: Real-world case studies and role-playing exercises to improve problem-solving skills.
Training Deliverables
- Blended Learning: A mix of instructor-led sessions, digital learning components, and hands-on application.
- Instructor-Led Training (ILT): Facilitated workshops led by experienced trainers and regional mentors.
- Gamification & Team-Based Learning: Scorekeeping systems and competitive team challenges to drive engagement.
- Scenario-Based Learning: Real-world case studies and role-playing exercises to improve problem-solving skills.
Key deliverables included a Train-the-Trainer event, which provided GMs with the necessary skills and resources to facilitate training at their locations. Facilitator and participant guides were developed to ensure consistent training delivery, while PowerPoint presentations served as visual reinforcements of key concepts. Videos and eLearning modules were incorporated to supplement in-person training, providing accessible and flexible learning opportunities. Additionally, job aids and Standard Operating Procedures (SOPs) were created as quick-reference materials to support sustained learning for both leadership and line-level employees.
The Result
The Post-Conference Regional Roadshow training program delivered several key benefits:
- Increased Knowledge Retention: Reinforced conference learnings to ensure long-term application.
- Higher Employee Engagement: Gamified elements and interactive exercises made training more engaging and memorable.
- Improved Operational Consistency: Standardized training ensured alignment with best practices across all locations.
- Enhanced Leadership Development: Provided GMs and AGMs with the tools to mentor and develop their teams effectively.
- Greater Guest Satisfaction: Strengthened operational execution led to an improved guest experience.
Conclusion
By creating and implementing the Post-Conference Regional Roadshow training, TrainingPros helped the hospitality client drive learning retention, strengthen leadership capabilities, and improve overall operational performance across their locations.
Resources Provided
Technology Used
Why Blended Learning Makes Sense
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