If you’ve been reading this blog, Training That Sticks, you may notice that, usually once a month, we have a different department employee from Signature Worldwide contributing an article. Our goal is to give people a glimpse into the inner workings of a training organization. We try to answer some of the most frequent questions we get with these articles. For example, everyone always wants to know what it is like to be a Signature trainer, so we asked Norma Jarman to write an article and let everyone in on that lifestyle choice. And we thought people might find it interesting that when we do mystery shopping, we have different people making the shopping calls vs. scoring the shopping calls so we wrote about that.Read More
Training that Sticks
I have often thought that training without reinforcement is little more than entertainment.
With the announcement of our Legendary Hotel Makeover winner’s legendary gains, I wanted to have a chat with Kenny Glavan, General Manager of the Four Points by Sheraton Biloxi. His hotel has begun their training process and I wanted to check in to see how things were going so far – the good, the bad and surprising. So far we have delivered Legendary Leadership, Service Edge, Service SkillKit, Transient Edge and Client Centered Sales training. Let’s see how they are doing with all the modules so far!
Tags: Client Centered Sales, Hospitality, Training, Customer Service, Service, Signature Worldwide, Support, Makeover, Leadership, Legendary, Holly Zoba, Hotel, Service Edge, Skill Kit, Transient Edge
We’ve got some very exciting news coming out of the Legendary Hotel Makeover! Starwood Hotels and Resorts Worldwide announced that Four Points by Sheraton Biloxi (our Legendary Hotel Makeover winner) has climbed to be the third best in Guest Loyalty Composite scores out of the 107 hotels in the Four Points by Sheraton brand! Before we began working with them, they were ranked as low as 15th across the brand only two months prior.
The second part to our service training is what we refer to as skill kit training. We provide managers and supervisors the tools to have a conversation about service with their staffs every day. Service isn’t something you can focus on for a day and move on, it needs to stay alive long after the class has ended.