Elearning - September/October 2008 - (Page 42)

casestudylanguagelearning wanted a solution that is “engaging and has lots of versatility. If people aren’t engaged or enjoying [it], they aren’t going to learn.” The interactive capabilities of technologybased solutions steered him to software. He and LXR selected TELL ME MORE Corporate powered by Auralog “because it is self-paced, highly engaging, online-accessible and has a wide variety of activity types.” READY, SET, COMMUNICATE! Paola Guerrero, HR training manager and LXR service coach, says that implementation of software went smoothly. A small group of managers and associates successfully piloted TELL ME MORE prior to company roll-out. “Due to the success of the pilot, we decided to move forward with a customized proChallenge Address and overcome communication gaps between associates and guests as well as between associates. Improve ability to serve guests better. Improve overall communication. locations, staff, safety, maintenance, janitorial tasks and other hotel-related objects and situations. Three additional modules are in development that will focus on cafeteria, public areas and service culture. Reinvesting in human capital demonstrates LXR’s commitment to training, employee satisfaction and enrichment. Improving the language skills of its staff will have a direct impact on the quality service delivered to guests and fellow associates. LXR was very smart about Solution Enrich the language skills of associates by providing opportunity for language learning. place and positions. When accessing reports from the Teacher Tool portal, trainers have observed some individual and group learning trends, in addition to spending time with learners in the classroom. Learners are spending a great deal of time in activities that utilize speech recognition and SETS (Spoken Error Tracking System). Trainers particularly like how the solution uses the power of speech recognition to enable learners to repeat what the native speaker says and record their own responses. As a learning tool, SETS identifies letters and syllables that learners may be struggling with and focuses on them for further practice which is helping improve pronunciation. “These exercises are engaging and keep them coming back for more,” says Eggers. Assessment tests are being taken, and progression in skill level is evident. “Additionally, other managers and I have seen an increased confidence and pride in the associates who are taking advantage of the language learning and working in TELL ME MORE. This only helps us as an organization,” Eggers explains. “Confident associates interact better with each other — and especially with our guests. An associate who can understand someone else’s language can better satisfy their needs and truly makes every guest’s stay more personal and memorable.” Personal service, great memories, return stays, happy employees, increased revenue. That’s priceless in any language. —To learn more about TELL ME MORE language learning solutions, visit the Website www.tellmemore.com. Check out LXR Luxury Resorts and Hotels at www.LuxuryResorts.com. ‘The solution is an entertaining and enjoyable way to learn; one of the best I’ve seen.’ —Mark Eggers, senior director of Training Services gram for LXR that was created in a way that we can offer a blended approach with online group classes and classroom style while incorporating content relevant to the hospitality industry,” says Guerrero. Industry-specific content customized for LXR called “Jobs in the Hotel Industry” explores the various facets of everyday operations of a hotel. Learning modules include banquet, housekeeping, landscaping, laundry department, steward, general and in-house vocabularies. Learning paths address conversations with guests, events and 42 September/October 2008 Elearning! introducing and promoting the opportunity for language learning. Guerrero explains that the complimentary language training was “presented as an employee benefit and promoted in newhire and management orientations.” Nicole Jantze, vice president of Service Talent Acquisition, explains that “the messages about the new benefit conveyed that the language training provided them the opportunity to grow their proficiency and even learn a new language.” FIVE-STAR RESULTS Since July 2006, TELL ME MORE has been available to all associates at every North American LXR property. Due to the anytime/anywhere online accessibility, associates have the opportunity to work in the solution from home as well as in the on-site classrooms. More than 70 associates are strengthening their skills in ESL (English as a Second Language), Spanish and French. The hospitality-industry custom content enables learners to combine their language learning with skill acquisition that is relevant to their work- http://www.tellmemore.com http://www.LuxuryResorts.com

Table of Contents Feed for the Digital Edition of Elearning - September/October 2008

Elearning - September/October 2008 Contents Editor’s Note News IBM Goes Green Green Resources Deals Trendlines Learning Leader Up to Speed Cover Story: Going Green The Green Mindset? Cutting Down Turnover Tips: EET Case Study: Pacific Pulmonary Services Case Study: British Telecom Case Study: Allianz SE Case Study: LXR Case Study: St. Elizabeth Tips: Green Initiatives New Products LMS Tools Pop Quiz Last Word

Elearning - September/October 2008

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