Danielle Peterson McKinney

Learning + Development Strategist/ Designer / Project Manager

DEPARTMENTAL LUX BASICS

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Project Background

As part of the Whatever/Whenever Remastered initiative, the W Hotels brand team engaged the L+D team to help upskill hotel Talent in basic operational procedures and customer service.  The goal of the project was to develop a series of stand-up training sessions that could be conducted at the department level.  Each 45 min session would provide opportunities for Talent to discuss, review and practice standard operational procedures in an effort to ensure that brand service approach was being integrated into every task and interaction with guests and to build consistency in operations across the brand portfolio.  The project resulted in 8 hours of department specific training for the Whatever/Whenever, Welcome Desk, and Style teams that would be required annual training for all hotels.  L+D also designed, developed and facilitated train-the-trainer sessions for hotel property leaders conducted in four 3-day training sessions in conjunction with additional service and culture training around the world.

Project Background

  • Phase 1- Content Design and Development of training modules: 3 months

  • Phase 2-  Content design and development of train-the-trainer sessions: 2 months

  • Phase 3- Train-the-trainer facilitation: 2 months

  • Phase 4- Content translation and implementation: 3 months

  • Phase 5- Content design and development of 3 additional modules: pending

Project Deatils
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Computer desktop
Team Building

Program Components: 

  • Online assessments

  • Departmental training guides

  • Train-the trainer Guides

  • Workshop facilitation

Tools Used:

  • Articulate Storyline

  • inDesign

  • PowerPoint

  • Smartsheet

  • Wipster

  • Microsoft Teams

Project Team: 

  • 5 internal project team members

  • translation vendor

Role and Contributions:

  • Project strategy and concept development

  • Content design and development

  • Project management

  • Stakeholder management and communication

  • Workshop facilitation

Link
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