Cheif Learning Officer Solutions for Enterprise Productivity

The 2008 Learning In Practice Awards

Although the certification is still in its early stages, instructors who mentor and sign off on it observed that training programs are becoming more relevant to the field service organization.

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INNOVATION AWARD • SILVER • DIVISION 2 (TIE)

Melkart Rouhana
Corporate Senior Manager, Global Learning, Ritz-Carlton

The Ritz-Carlton Hotels & Resorts represents 44 nationalities and 17 official languages around the world. Research conducted by the company not only showed the value of improving customer engagement scores by reducing guest problems, but also by personalizing approaches to resolving those problems.

Melkart Rouhana, corporate senior manager of global learning, realized maximum improvements would be derived from a high-touch learning approach. However, the recent economic downturn meant that less time and money were available for training.

To make the program both high touch and cost-effective, the learning function, devised the All Aboard program, an interactive workshop that uses blended learning offerings designed around the company’s Emotional Engagement Service Values.

Between Jan. 1 and July 1, results have included a 76 percent reduction in problems reported to the corporate office, and a nearly 2-point rise (on a Likert scale) in employees’ perceptions of their problem-resolution abilities.

Chuck Floyd
Chief Operations Officer, Hyatt Hotels

Hyatt Hotels & Resorts’ overarching business goal is to be the preferred brand for owners, employees and guests. During the past few years, the Hyatt Hotels & Resorts senior leadership team, together with the learning team, have defined and refined how leaders within Hyatt contribute to that goal and what qualities and skills general managers (GMs) and other leaders need to be successful.



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