Take a look at this article that appeared in Conde Naste Traveler magazine last month. Specifically the section that reads:
>>Adele Gutman, vice president of marketing for the Library Hotel Group, says “TripAdvisor is our number one focus. We read all the reviews so that we can resolve the negative ones, but also to see what can be replicated with the positive ones. If the front desk staff are getting raves, what can the hosts in the lounge learn from them?”<<
What’s so brilliant about this is two-fold. First of all, it’s an easy win – low hanging fruit, if you will – that will have an immediate impact on the organization. And it’s so simple…Take what one area of the organization is doing well and train the other areas in order to replicate it. Best practices! So much time and money is spent bringing in outside experts when best practices abound directly IN your organization. You just need to mine them, extract them and develop training based on them.
Secondly, it’s a great example of diagnosing your training needs. What I mean by diagnosing is finding clues that help direct your training needs analysis efforts. These clues can either be results of things going well or symptoms that things are going poorly. Either way, by tuning into these symptoms you can focus your training efforts (and budget) on projects that produce measurable results that directly tie to your business’ goals.
Not sure how to go about diagnosing your training needs? Contact us.