Mission Possible: Measuring training’s real-world impact
More companies than ever are answering one of the thorniest questions in business – how to show value for money from their L&D investment…
Getting a return on training investment is often seen as hospitality’s Mission Impossible.
It’s been notoriously difficult to find value for money in an arena where the benefits from outlay can be incredibly difficult to measure.
That’s a headache for anyone with a leadership role in L&D. After all, it’s tough to take a business case to the board for bigger budgets when you can’t present credible numbers on the profit pay-back.
However, it’s an area that has seen considerable change recently…
It’s all thanks to training that proves measurable organizational impact across a wide array of data points, including staff engagement, completion rates, scores, knowledge gaps closed and time to competence.
The data reveals the training’s effect on KPIs such as staff retention – critical in a high-churn environment; customer satisfaction; and financial performance.
Guests are happy
With a focus on solving business problems with training, we have seen clients achieve real-world impacts from game-based training that previously weren’t possible.
“It’s a really clear correlation for us” said Jane Murray, Head of L&D at pub chain Marston’s.
“The more our people are playing Attensi, the more our guests are happy, the more money we’re making.”
There are a number of areas where game-based training wins big with hospitality, all carefully quantified: keeping staff; better onboarding; and customer experience.
Asian-inspired restaurant chain YO! enjoyed a 10% decrease in staff turnover after employees trained with Attensi.
The fun, flexible and easy-to-follow digital scenarios helped them achieve mastery in their role. The increased job satisfaction meant they wanted to stay and build a career with YO!
‘Our teams love it because it’s easy to use, very accessible and really fun,’ said Katarzyna Slyz, Learning Content Creator at YO!
‘Our support team and exec team love it because it produces great results.
‘It has influenced our turnover. It’s influenced our consistency.
‘Everybody’s just really happy with it!’
Onboarding that’s a cut above the rest
Chef Steve Mangleshot, the brand ambassador for Japanese-inspired restaurant group wagamama, is thrilled he has a new ingredient to add to his development menu – game-based training.
‘We need to reinvigorate our staff and give starters something to learn. Give them a skill, they’re more likely to stay. Skill makes them feel a part of a team, a group, and you’ve won.
‘Attensi creates something that we wouldn’t do without now.’
He also loves the competitive element, which leaves learners eager to come back for extra helpings.
‘The chefs want to beat each other,’ says Steve. ‘They want to be top chef in their region, top chef of the country.’
That incentive to learn more brings a knife-sharp edge to the skills of every employee – great news for staff contentment, customer service and business performance.
Hotel chain has no reservations about using Attensi
Village Hotels recorded a huge leap in customer happiness after staff raised their skills with Attensi.
Village Hotel Senior General Manager Nalin Daud said: “My hotels scored over 96% in the mystery guest program. One of the biggest reasons for that consistency is that now every member of staff knows what the brand standard is.”
That kind of return is gold dust in an industry more affected than most by uncertainty, where every penny counts. Proving a direct link between great training and hitting the target in KPIs is a valuable asset for any business.
Partnering with global convenience store group Circle K, we created an award-winning mobile, online learning program for new staff. It features lifelike customer scenarios in a realistic store.
The training was launched in the UK, and it worked so well Circle K took it global.
Staff turnover dropped dramatically, and 85% of workers say it makes them better at their jobs. Satisfied, cared-for customers spend more too.
It proves again that investment in training pays off and communicating return isn’t Mission Impossible.