James Medcalf
James Medcalf in Awards
June 30, 2018

Hotel of the Month May 2018

 

What are the contributing factors to Guest loyalty? Is it an authentic experience, a personal connection to the brand, exceptional service standards or a combination of all these attributes?

For third time Hotel of the Month winners, Kempinski Hotel Ishtar Dead Sea, L&D is another contributing factor in driving Guest loyalty.

“Learning & Development plays an indirect role in inspiring Guest loyalty through our greatest asset - our colleagues. They can make the difference, as all hotels compete on only one thing that really matters to the Guest, which is service,” says  Nisreen Kassissieh, Director of People Training at Kempinski Hotel Ishtar Dead Sea.

At Lobster Ink, we believe that the driving force behind unmatched service is having the correct know-how - the result of continual, outcomes-based learning. Providing colleagues with an opportunity to gain knowledge can also engender loyalty amongst your workforce, as it gives them the means to grow.

“We are confident that providing training initiatives inspire team members to advance their careers in our property and any other property of the world. Learning never stops and the more we gain from learning, the more experienced we become to provide the luxurious service through our Beautiful Performance.”

Kassissieh also commented that all their colleagues, including newcomers, are continually striving to learn more to gain more experience, which is essential for their career.

Kempinski Hotel Ishtar Dead Sea’s culture of learning is founded on their 70:20:10 learning tool: 10 represents watching the video lessons and performing online assessments, 20 represents discussions between supervisors and team members, and 70 represents practical assessments. This increased focus on practical assessments is important as it compels the learner to apply their newfound knowledge first hand and, ultimately, their next shift.

During May, colleagues at Kempinski Hotel Ishtar Dead Sea completed 2982 subjects with an average score of 92%.  

“It's a big success for us to be Hotel of the Month again. We strongly believe that Lobster Ink is one of the essential e-learning platforms that motivate our colleagues to deliver the service quality to our Guests and to exceed their expectations.”

Congratulations to Nisreen Kassissieh and every colleague at Kempinski Hotel Ishtar Dead Sea on another outstanding performance.

 

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James Medcalf
James Medcalf
Marketing Programme Manager