Building a Consistent Global Brand Experience for a Leading Hospitality Company
Industry: Hospitality & Tourism
Services: Employee Training, Brand Experience, Global Implementation
Company region: Global
Background
Our client is a global leader in the hospitality industry, managing a significant portfolio of hotel brands. Their reputation relies on excellent service and a distinct guest experience for each brand. To maintain this, the company needed to standardize and improve brand culture training for one of its large hotel chains. The goal was for every employee, regardless of their location or role, to understand and deliver the specific brand promise and a consistent, high-quality experience to every guest.
Key Challenges
The client faced several complex challenges that required a comprehensive and adaptable solution:
- Ensuring Consistency Across a Global Workforce: With properties across many countries and a diverse employee base, creating a shared understanding of a single brand’s identity was difficult. They needed to ensure a guest in one country received the same brand experience as a guest in another.
- Engaging Diverse Employees: The training needed to connect with employees from different cultural backgrounds, language groups, and learning styles. A single approach would not be effective for their global team.
- Translating Brand Culture into Daily Actions: Understanding a brand’s values is one thing; consistently applying them in guest interactions is another. The client needed to bridge the gap between concepts and the specific behaviors that define the guest experience.
- Accessibility and Knowledge Retention: The solution needed to be easy for new employees to access during onboarding and for all employees to use for ongoing reference. Staff needed a central, user-friendly place to find important information.
Solution Provided by Ingenuiti
Ingenuiti was chosen to develop a complete learning program designed to address these challenges. We created a practical and engaging program that was also globally accessible.
Our solution included:
- Flexible eLearning Content: We developed a 60-minute eLearning module as the main part of the program. This module allowed for two learning approaches: an individual, self-paced option and a pathway for group training sessions. This flexibility helped managers deliver training in a way that fit their team’s needs.
- Practical Application Activity: To help employees put brand culture into practice, we created a standalone activity. This exercise prompted employees to apply what they learned, reinforcing how to meet guest needs based on the hotel’s culture and experience standards.
- Key Information Summary: We designed a one-pager that summarized the essential elements of this specific hotel brand’s culture, service standards, and guest experience approach. This document serves as a quick reference tool for employees in their daily work.
- Centralized Learning Dashboard: To organize these materials and simplify the learning process, Ingenuiti built a custom learning dashboard. This platform provided a single, easy-to-navigate location for employees to access the eLearning module, activity, one-pager, and other important resources.
Global Language Support: Understanding the client’s international presence, Ingenuiti translated all content—including the eLearning modules, activities, and support documents—into over 15 languages. This ensured that employees could learn in their native language, improving understanding and engagement.
Results
The work with Ingenuiti delivered immediate and positive impacts on the client’s business operations and brand reputation.
- Improved Brand Consistency Worldwide: The program successfully created a clear and consistent understanding of this specific hotel brand’s promise across the client’s global properties. Employees are now prepared to deliver the defined guest experience, everywhere.
- Increased Employee Engagement: By providing training in their native languages and offering adaptable learning methods, the client saw better employee interaction with the materials. Employees reported feeling more confident in representing the brand.
- More Efficient Onboarding and Operations: The centralized dashboard and quick-reference summary have become valuable tools for both new and experienced employees, helping to reduce training time and ensure service standards are consistently met.
- Stronger Brand Identity: The successful deployment of this standardized, multilingual training program helped reinforce this hotel brand’s identity as a cohesive global entity, fostering a shared purpose among its employees.
Conclusion: Achieve Targeted Brand Consistency with Ingenuiti
Ensuring a consistent brand experience across a diverse global workforce is a key challenge for large organizations. As this case demonstrates, a fragmented approach to training can lead to inconsistent customer experiences.
By partnering with Ingenuiti, our client successfully clarified and reinforced the brand culture for one of its large hotel brands. Our expertise in learning design, technology, and extensive localization allowed us to deliver a solution that was effective, culturally relevant, and globally adaptable for this specific brand.
If your organization needs to ensure a particular brand’s promise is delivered consistently in every market, Ingenuiti can help. We work with you to create tailored learning solutions that support your teams, improve operational consistency, and ultimately, build strong guest experiences. Contact us to learn how we can help your specific brand initiatives.