Hotel & Motel Management - November 5, 2007 - (Page 70)

70 News By Allie Johnson CONTRIBUTING EDITOR H&MM November 5, 2007 | HotelMotel.com www.HotelMotel.com/digital_edition Training programs jump to front lines National Report–Guests checking into the hotels of some of the world’s largest lodging companies shouldn’t be surprised if they spot a housekeeper watching videos on an iPod, a guest services agent surﬁng the Internet or a maintenance worker using a Sony PlayStation. It doesn’t mean employees are playing around on the job— they’re using innovative new training tools. Recently, some of the big names in hotels— Marriott International, Hilton Hotels Corp. and Wyndham Ho- Schuller tel Group—have been WYNDHAM rolling out new training initiatives that use cutting-edge technology and online resources to complement traditional face-to-face education. The strategy provides a number of beneﬁts to the companies, from speed to efﬁciency and costeffectiveness to employee engagement. Even usability, despite initial concerns about employees’ diverse ages, languages and education levels, has proven not to be an issue. The new tools complement, but do not replace, traditional learning. “The highest value is that oneon-one contact. There’s a personal connection people want to make, so we will continue to turn to blended-learning solutions,” said Kimo Kippen, v.p. of Learning-Center of Excellence for Marriott International, which earlier this year launched training via Sony PlayStation for one of its brands, Springhill Suites. The new tool provides a video orientation straight from the mouths of corporate executives, welcoming new employees and introducing them to the pillars of the brand. Since face-to-face training is not always practical, executives said one of the biggest advantages of innovative training tools is that they can provide almost instant training to individuals or groups too small for a traditional class. just launched Wyndham to help employees practice dealWorldwide University’s ing with customer service situaSchool of Hospitality tions that don’t happen every day, Operations. The school such as sending guests away bebrings together training cause of overbooking, dealing for all Wyndham brands with a guest getting stuck in an and includes an online elevator or a ﬁre alarm going off. system called My Portal that allows new em- Getting involved ployees to log in and get Employee engagement might be a quick start. A new guest the biggest draw for new training services agent, for exam- tools. Executives said the tools ple, would click, “I’m a new guest help get employees excited about services agent,” and immediate- their work. ly get a customized timeline with The iPod training program, goals, and the system allows man- for example, keeps employees inagement to track that employee’s terested in learning because it’s progress. new and different. “Their learning can start right “They realize this is new techaway,” Schuller said. “They can nology and somewhat cutting learn about brand standards and edge, so they get excited about it,” customer service methods with- Koenig said. out going to a workshop.” Another Hilton brand, HampNew training tools also allow ton Hotels, uses The Marcus employees to go at their own pace, Buckingham Co.’s Root Learnpractice skills and review ing program, which enonly what is necessary. gages employees by using That’s one of the advisuals and asking quesvantages of Homewood tions to help them draw Suites’ new iPod traintheir own conclusions. ing program, launched As part of the program, in August, which now e-learning modules help helps train managers employees identify their and food-and-beverage core strengths that can be staff to correctly set up Koenig brought to the job. The the Suite Start Breakfast HOMEWOOD SUITES modules use a live video and Welcome Home facilitator on the screen, Reception at each property. For who interacts with the user, comexample, one three-minute seg- bined with a series of ﬁll-in-thement shows the trainee how to set blank and true/false exercises. up the “bakery zone” portion of “The manager or team memthe breakfast, and then the em- ber has a virtual coach in a way,” ployee pauses to physically lay out said Gina Valenti, senior director the breads and pastries. of brand program development “They can look at it, go test and integration for Hampton. the new skill, do a role play and “It’s an interpersonal experience go back to look at the iPod again. that lets us take the spirit of a That’s what’s so great about the coach and bring it to life in a mass iPod—it lets you have a little distribution sort of way.” spontaneity, and you’re in comExecutives agreed that if new high-tech training tools can help engage employees in their jobs, it pays off—not only for the employee, but also for the owner or manager and the company. Kippen said Marriott has found, from a statistical and research plete control,” said Dawn Koe- point of view, a high correlation nig, v.p. of hotel performance between highly engaged emsupport services for Homewood ployees and the company’s botSuites, who got the idea for iPod tom line. training when she read an article “We know an engaged team in a business magazine. will drive customer loyalty, and Koenig likes iPod training so customer loyalty will drive profmuch, in fact, that in 2008 the itability,” Koenig said. brand will roll out iPod training hmm@questex.com News Briefs InterContinental Hotels Group launched a global Web site for hotel developers. Through use of video, downloads and creative displays, the user-friendly site gives an overview of the IHG brand value proposition and its operating systems. The Web site can be accessed at www.ihg.com/development or through www.ihg.com. Tourism ROI (www. TourismROI.com) will launch by year’s end. The online tool will offer access to information on destination speciﬁc tourism development opportunities such as proposed strategies, requests for proposals, operating plans and programs, tourism research and investment incentives, reports and analysis. Crowne Plaza & Resorts inked an agreement with the Cornell-Nanyang Institute of Hospitality Management in Singapore to introduce the Crowne Meetings Director Certiﬁcation Program to more than 50 hotels in the Asia-Paciﬁc region. The 18month program addresses team management, customer service and marketing. Candidates are required to take part in a three-day intensive hospitality sales course in Singapore, offered as part of a program by the CornellNanyang Institute. The Walt Disney Co. is planning a yet-unnamed family resort in Hawaii to comprise 21 acres of oceanfront land on Oahu. Disney paid $144 million for the land at the Ko Olina development near the JW Marriott Ihilani Resort and Spa. Construction is set to begin next year and be completed by 2011. Compiled by Stephanie Ricca, sricca@questex.com It’s just as bright on your earnings statement. Call: 1-888-842-2942 Franchises available in the U.S. and Canada. Fax: 1-972-360-5567 franchisesales@accor-na.com accor-na.com Individual results vary by hotel, market, and experience of operator. This is not an offer. An offer can be made only through an offering circular. MN REG F-5053 © Accor Franchising North America 4001 International Parkway Carrollton, TX 75007 “It allows for a lot of turnover that’s endemic to our industry. New employees come on board all the time, and we want to make sure they’re able to access learning when they need it, which is right when they come on board,” said Steve Schuller, v.p. of training for Wyndham Hotel Group, which CIRCLE NO. 102 http://HotelMotel.com http://www.HotelMotel.com/digital_edition http://www.ihg.com/development http://www.ihg.com http://www.TourismROI.com http://www.TourismROI.com http://accor-na.com

Table of Contents Feed for the Digital Edition of Hotel & Motel Management - November 5, 2007

Hotel & Motel Management - November 5, 2007 Contents M&A Pace Slowing After Early Boom LodgeWorks Jumps Into Upscale Game Accor Reorganizes Leadership, Structure Perspective At Your Risk Travel Trends Sales Clinic On Finance Family Business Matters Cornell Insights Franchise Law Training Trends Satisfaction Trends Management Trends Events Guest Column Trends & Stats GM Survey Historic Property Conversions Offer Appeal for All Extended-Stay Brands Survey Green is the Word at IH/M&R Show Transactions Restaurant POS Handhelds Keep Managers Alerted Rising Costs Confront Midwest Builders Business Travelers: Breakfast Still an Important Perk IH/M&RS Product Preview Vacation Ownership Projects to Grow in U.S., Abroad Awards Training Programs Jump to Front Lines Refrigeration: Before You Break It, Fix It Lighting Enhances Property People Supplier News Best Western Aims High with Atria Vantage Makes Global Plans Sierra Moves Forward with New Name, High Expectations Maintenance Doctor Social Marketing Makes Way into Hotel Industry People Ad/Editorial Index Marketplace Classifieds Checking Out

Hotel & Motel Management - November 5, 2007

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