By Maya Jones, Talent Coach
XLR8 is our fast-track training program to develop future select service General Managers and train them to be HVMG brand ambassadors and experts in our culture, systems, process, and tools. As our first few participants wrap up the program, we are sharing the significant learnings from their rotations through our portfolio hotels. You can read Part 1 here.
Case Study #4:
Enhancing
Front Desk Operations at Subject Hotel 3
Challenge: Subject Hotel 3 encountered challenges in front desk operations, impacting
efficiency and consistency in guest service and associate training.
Approach:
Charles spearheaded an initiative to overhaul the Front Desk Checklist. He thoroughly reviewed existing processes and developed a more
streamlined and user-friendly checklist. This initiative optimized
daily tasks such as check-ins, reporting procedures, and guest follow-up,
ensuring smoother operations and enhanced service delivery.
Outcome:
Implementing the revamped Front Desk Checklist significantly improved the training process for new associates. The updated checklist
facilitated faster and more comprehensive training sessions, equipping staff
with the skills needed to consistently deliver exceptional guest experiences.
As a result, front desk operations became more efficient, positively impacting
guest satisfaction and overall operational efficiency.
Key Learning:
This case study underscores the importance of proactive measures in refining
standard operating procedures. Charles's initiative exemplifies how strategic
improvements in management practices can enhance staff training, operational efficiency, and, ultimately, service quality. It highlights
the pivotal role of employee-led initiatives in fostering continuous
improvement within hotel operations.
Case Study #5:
Enhancing
Front Desk Operations at Subject Hotel 2
Challenge: Jessica faced the challenge of improving front desk operations and guest
relations at AC Durham, with a specific focus on effectively leveraging Marriott's systems.
Approach:
Jessica
implemented a structured training program for the front desk team, emphasizing
proficiency in various Marriott systems. She highlighted the significance of
proactive guest planning and the personalized recognition of special occasions
such as birthdays and anniversaries. Jessica introduced competitive elements among staff to boost motivation, encouraging them to excel as top check-in
associates. Additionally, she underscored the importance of meticulous guest
data collection to leverage potential sales opportunities.
Outcome:
These strategic initiatives resulted in a more engaged and efficient front desk
team at Subject Hotel 2. Staff members demonstrated heightened proficiency in
utilizing Marriott systems, leading to improved guest interactions and a more
personalized guest experience. The proactive approach adopted by the front desk
team also contributed to enhanced operational efficiency and the collection of
valuable guest data for future marketing efforts.
Key Learning:
This case study highlights the transformative impact of effective training and
motivational strategies in leveraging hospitality systems. Jessica's approach enhanced guest relations and optimized operational workflows,
underscoring the critical role of skilled and motivated front desk staff in
delivering exceptional hospitality services.
Case Study #6:
Leadership Flexibility and
Team Support at Subject Hotel 2
Challenge: Jessica aimed to
demonstrate leadership flexibility and support her team,
particularly during high-demand periods such as holidays.
Approach: Jessica recognized the
importance of work-life balance, especially during holidays, and decided to
extend her stay at Courtyard Edison. This strategic decision allowed her to
oversee essential end-of-month processes while enabling her team to prioritize
time with their families. Jessica's approach emphasized empathy and
understanding of her team's personal needs and commitments.
Outcome: Jessica's decision was
warmly welcomed by her team, who deeply appreciated the opportunity to spend
holidays with their loved ones. This thoughtful gesture significantly boosted
staff morale and fostered a stronger sense of loyalty and respect towards Jessica's
leadership. Jessica's flexibility cultivated a supportive environment that fostered a more harmonious and productive workplace atmosphere.
Key Learning: This case study
underscores the transformative impact of leadership that demonstrates
flexibility and empathy towards staff needs. Jessica's approach enhanced team morale and loyalty and promoted a positive work culture
centered around mutual respect and support. It highlights the importance of
accommodating personal commitments to foster a motivated and cohesive team in
the hospitality industry.
