This instructor led course was designed to be a condensed version of a mandatory competency course. The training is intended to occur bi-annually for all experience team members; as well as provided to our colleagues in facilities management and other client-facing roles. In the mock-up linked below, I created a virtual workshop inspired by my assigned section from the live presentation.

MASTERING OUR MISSION

Across the account, we recognized inconsistencies like varying levels of service quality, employees providing conflicting information, or offering different solutions to similar problems. We saw an opportunity to coach our colleagues in leveling up their hospitality and transform their site’s workplace experience.

THE PROBLEM

To address this challenge, it was crucial to implement comprehensive and consistent training programs, establish clear and uniform policies, and ensure open lines of communication among staff. Regular feedback sessions and performance monitoring were major keys in maintaining a consistent level of service across all client interactions.

THE SOLUTION

Check it out

⋆

Check it out ⋆

For this project we used the ADDIE model to design and develop an interactive instructor led training experience. Together the five of us developed this experience around colleague observations and personal experience.

  1. Project Leadership: the Workplace Experience Director orchestrated the development, ensuring all components aligned with the project goals and timeline.

  2. Design Collaboration: the four remaining team members focused on designing the presentation. This included creating content, visuals, and interactive elements.

  3. Inspiration and Integration: the team reviewed existing training materials to gather ideas and inspiration. We incorporated relevant elements from published internal training resources like presentations and workshops, enhancing its quality and effectiveness.

This collaborative and structured approach ensured a comprehensive and engaging training course.

THE PROCESS

After going through the presentation, this project accomplished its goal of giving experience and facilities professionals opportunities to shift their behavior and develop a curiosity about using hospitality focused practices to deliver and even transform their site’s workplace experience.

THE TAKEAWAY