Company
The North American hotel world has been faced with high staff turnover and poorly trained staff for many years. These two issues are directly related to each other.
The staff that feels appreciated, “invested in” (such as on-going training initiatives) is a staff that has lower turnover and is better able to meet the needs of the guest. A recently completed study at Cornell, “The Cost of Employee Turnover” indicates that the cost of turnover for a low complexity position is $US 5,693.89 per employee.
This world is populated with front-line staff that is generally under 30 years of age and very web proficient. Today, there is virtually no web-based training available.
More than ever, the reason consumers pick a particular hotel or hotel brand is experiential. All hotels have high-speed internet access, swimming pools and larger screen televisions. What they don’t have in common is service. Customer service that exceeds guest expectations has become the key differentiator. Today, hotels are seeking programs for their staffs that will allow them to deliver a high quality service standard day after day.
Owned and operated by Laurence Marans, www.WeTrainHotels.com and Diamond Edge Hospitality Solutions has been created to meet this industry need. This past year has been spent in creating imaginative E-Learning materials focused on training industry-proven best practices, and simultaneously increasing both guest loyalty and profitability.