Business Need

A budget hotel aggregator startup with over 1000+ listed properties on its platform has been finding it extremely difficult to successfully onboard hotel partners and their employees. Shoestring signup fees and royalties and tighter spending controls by the investors were making it difficult for the parent company to do a good job at scaling while keeping the partner and guest delight intact.

KS Solution

Upon a deep analysis of the client’s business challenges, it was realized that they needed a cost-effective solution with a longer shelf-life to successfully onboard their hotel partners and their associates.

Knowledge Synonyms curated the content from various sources and leveraged the client’s Subject Matters Experts and Process Owners to develop a catalog of self-paced modules to successfully onboard a partner and its associates. Owners were provided self-paced training after a two-day in-person workshop at the company headquarters.

The franchise model training included-

• Hotel Interiors Specification Training
• Regulatory Compliance Training
• Revenue Models
• Promotions
• HRIS and Inventory Management Training

The associates were trained for respective job roles using self-paced training modules like:

• Bookings – Website, App, Travel Agents, Partner sites, and Bulk Bookings
• Check-in – Web Check-in and Hotel Check-in and Check-outs
• Billing
• SOPs- Training like Emergency Key, Evacuation, Safety and Security, and Hygiene
• Shuttle and Restaurant Operations
• Kitchen Operations and Recipes
• Housekeeping and Laundry Services
• Electrical and HVAC system
• Swimming Pool Operations
• Public Areas and Parking Management
• Cash Refunds, Rescheduling, and Cancellations

Knowledge Synonyms also implemented customized Moodle LMS for the client to help deploy, deliver, and measure performance.

Benefits

The two-week in-person onsite onboarding program got down to a one-week onsite program and the face-to-face training got limited to complex topics and processes. Training cost was cut down by 28%.