Hospitality Leadership Development & Customer Service Training

Hospitality

FROM INDIVIDUAL INDEPENDENT HOTELS TO GLOBAL BRANDS, OUR YEARS OF HANDS-ON EXPERIENCE ALLOWS US TO HELP CLIENTS WITH GROWTH AND PERFORMANCE IMPROVEMENT THROUGH OUR CUSTOMIZED TRAINING, LEADERSHIP DEVELOPMENT, AND STRATEGIC CONSULTING.

Our Solutions

Our Focus

Our Delivery

Case Studies

Case Study 1: Call Center - Reservations Sales Training

The Business Challenge
This large resort had low conversion, weak ancillary revenue capture, poor value proposition process and needed to enhance their quality requirements to acquire a 5-star Forbes rating.

Increase conversion
Implement a pre-arrival ancillary capture process
Improve the team dynamics
Increase length of stay

Deliverables

Develop a sales culture
Implement sales skills and processes to drive conversion
Design and train their unique brand points of differentiation and value proposition
Program delivery
Keeping it Alive
Coach the leaders on how to keep the learning alive
Provide monthly shop and coaching calls to ensure implementation, accountability and continuous improvement

Timeline
3 months

Results

Conversion growth of 12% in 2 months and sustained 23% for 12 months
Grew pre-arrival ancillary revenues by 24% over a 6 month period
Team member satisfaction sustained a 90-plus%
Retention improved by 57%

Not only have we grown our conversion and increased voice revenue, but our teams have been shown that thinking differently about the voice channel can help consistently deliver world-class results.

Tyler Williams
VP of Revenue Management & Distribution

Case Study 2: Service Culture & Sales Training

The Business Challenge
This 400-room conference hotel was repositioning from a well-recognized brand to an independent resort. At the start they had extraordinarily low employee satisfaction, 100% leadership turnover, and poor customer service and Trip Advisor scores. Ownership believed in the hotel’s potential and invested over $150 million in capital to reinvent every aspect of the operation.

Create the brand strategy
Build out service standards and related training
Shift engagement and resentment
Implement a systemwide emotionally engaging orientation to re-onboard all team members
Leadership development
Build with the leadership team an Operationalizing the Brand™ tactical plan
Improve the team dynamics
Ownership wanted less than a 10% turnover throughout the process due to their global reputation as an Employer of Choice
Revamp reservations, sales and meetings & events selling processes, value proposition, and improve sales skills

Deliverables

Define the service culture and build out customized multi-level training
Re-train 750 team members on the fundamentals of service delivery
Shift team member mindset from a culture of mediocrity to one of outstanding performance
Established hiring and recruitment strategies.
Position the property as the employer of choice
Certify ten onsite trainers
Provided a systemwide new hire orientation training
Aligned and developed 70 plus leaders

Timeline
12 months

Results

Management Engagement
- Project Inception: 79%
- Project Completion: 92%
- According to 3rd party survey provider
Guest Satisfaction
- Project Inception: Ranked 28 out of 30 hotels in portfolio*
- Project Completion: Ranked 5 out of 30 hotels in portfolio*
- According to GuestScope* guest satisfaction
Service Standards / Sequence of Service
- Successfully implemented across entire organization within 4 months of project roll-out even as construction on the property continued
Associate Turnover
- Anticipated project total: 40%
- Actual: -20%
Became the Employer of Choice within 26 months

Aspire just gets it. Whether it has been to re-engineer our voice channel and sales process for our hourly associates or re-aligning a senior leadership team’s focus and service culture, Aspire produces results, plain and simple.

Rick Riess
Vice President

Case Study 3: Global Brand Service Culture

The Business Challenge
This global brand was faced with a poor service experience, under-performing guest satisfaction scores, low leadership pride and engagement and a spiraling market reputation causing short- and long-term brand growth limitations.

Improve their JD Power standing
Create a global wide service philosophy or culture
Improve guest satisfaction and Trip Advisor scores
Create companywide pride and enthusiasm
Train 150 company trainers for global wide roll out

Deliverables

Define the service culture and build out customized multi-level training
Re-trained all team members on the fundamentals of service delivery
Certify hundreds of train-the-trainers
Provided a systemwide new hire orientation training
Aligned and developed over 1000 leaders
Laid the foundation for 10 new products lines to successfully come to market
Service culture remains in existence today, over 10 years later

Timeline
18 months

Results

Portfolio increased in customer satisfaction (JD Power) from #13 to #3 in a two-year period and sustained for 10 years following roll-out
Primary brand began #1 in 5 years
Call center sales denials decreased 5% within one year
Leadership engagement increased 67%
12 new brands successfully launched
Ownership satisfaction grew 13%

Aspire helped us develop and launch a customized, global guest care (service culture) program. They were thorough, effective and were always focused on driving the desired results. We truly appreciate this partnership.

David Kong
CEO

Hospitality

FROM INDIVIDUAL INDEPENDENT HOTELS TO GLOBAL BRANDS, OUR YEARS OF HANDS-ON EXPERIENCE ALLOWS US TO HELP CLIENTS WITH GROWTH AND PERFORMANCE IMPROVEMENT THROUGH OUR CUSTOMIZED TRAINING, LEADERSHIP DEVELOPMENT, AND STRATEGIC CONSULTING.

Our Solutions

Our Focus

Our Delivery

Case Studies

Case Study 1: Call Center - Reservations Sales Training

Case Study 2: Service Culture & Sales Training

Case Study 3: Global Brand Service Culture

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