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Danielle Peterson McKinney

Learning + Development Strategist/ Designer / Project Manager

EMPOWER: Guest Experiences

Project Background

Empower: Guest Experiences was launched as a new guest relations and request system for all Marriott properties worldwide. The system merged the best functions from two different platforms used by Marriott, Starwood and The Ritz Carlton.  Property teams are required to use the system to conduct pre-arrival planning, document guest request, issues, and track all engagement with guests during their stay. All properties can access guest profiles and information from previous stays to deliver more personalized service. 

The learning program included nearly 50 courses, translated into 7 languages, targeting both Front of House and Back of House associates to develop their expertise in utilizing this new system on a daily basis.  The program was the first training program launched post integration of Marriott and Starwood and the first program to launch on Marriott's new Digital Learning platform which was designed to streamline role based learning and make it more accessible across the globe.

Project Background

  • Phase 1- Initial Development & Launch of English Program: 4 months

  • Phase 2- Additional course development, translations,  and launch of program in additional 6 languages: 5 months

  • Phase 3- Course updates to reflect system updates: 4 months

  • Phase 4 - Additional course development, re-translations, and course restructuring on LMS: 6 months

Project Deatils
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Computer desktop
Team Building

Program Components: 

  • eLearning modules

  • simulations

  • animated program videos

  • demonstration videos

  • job aids

  • assessments

Tools Used:

  • Storyline

  • inDesign

Project Team: 

  • Five internal project team members

  • Translation Vendor

  • eLearning and video Vendor

  • Digital Platform Vendor

Role and Contributions:

  • Project strategy and concept development

  • Program branding and visual branding

  • Curriculum design and development

  • Project management

  • Stakeholder management and communication

  • Storyboarding and instructional design

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