A leading global hospitality company, with a portfolio of 22 world-class brands comprising nearly 7,300 properties and more than 1.1 million rooms in 123 countries and territories. Specifically, Reservations and Customer Care were managing poor retention of new hire populations from offer to training start, as well as the entire preboarding and onboarding lifecycle. They also had no transparency into onboarding progress or the correlation between onboarding performance and production performance.
“The gamification of the onboarding process gave new hires a preview of what to expect of our learning environment: engaging, valuable and team member focused. A website with information fields and links just doesn’t compare.”
For the first time ever, The Reservation and Customer Care team had visibility into real time preboarding and onboarding completion and independent study completion making them more efficient and not relying on another resource to pull data reports.
"Leveraging Centrical was so much easier to track completion and see who was actively participating during the onboarding process as well as the training. It was also easy to identify when/why someone was struggling with a particular step because we could see that it was a result of them not completing a mission. “