A major hospitality organization in Hawaii sought a service training program for its 4 brands and 58 hotels and resorts. The primary goal was to improve service scores and foster a strong service culture that would empower front-line staff to connect with guests, build loyalty, and resolve issues effectively.
Here and Now Consulting was engaged to create a customized Service Culture program for the organization. We began by interviewing over 120 individuals across the company, including the President, executives, general managers, supervisors, and front-line team members. Using our RSD System (Research, Storyboard, Design), we developed a two-phase program rolled out across all properties and corporate teams. To ensure successful implementation, we created and facilitated a Train-the Trainer Certification program for over 140 trainers. These trainers became program advocates and maintained momentum through a reinforcement package of exercises we designed. Five years later, the program continues to thrive.
The organization required all team members to participate in the training. Within 4 months, over 85% of staff across the 58 hotels and corporate office had completed the program. The customer-driven outcomes were impressive: 27 hotels saw improvements in guest survey scores related to service, problem resolution, and recommendations. 16 hotels improved their Trip Advisor rankings, with 6 reaching the top 10 in their area. Employee morale also surged, with a significant increase in the "I am given the proper training to do my job" survey response—rising from 48% to 87% year-over-year after the training.
CEOs and Co-Founders of a fast-growing and successful Start-Up Tech company sought to enhance their Executive Leadership skills. Despite their rapid ascent, many C-suite leaders hit a ceiling and need coaching to unlock their full potential. These leaders wanted to better understand their leadership styles and leverage each other’s strengths to lead their organization. After exploring numerous resources, including books, podcasts, and assessments, they sought a fresh, practical approach to elevate their leadership.
Here and Now Consulting was brought in to coach these two accomplished leaders. Through our Executive Coaching Experience, we helped them identify their core leadership motivators. Using advanced assessments and 360° feedback, we pinpointed their leadership impact on their teams and organization. We provided strategies to improve their communication, influence, and innovation skills, empowering them to become more effective leaders.
Following the Executive Coaching Experience, they successfully redefined their company’s purpose statement and established new core values, which improved organizational alignment.
Amid the challenges of the pandemic, their enhanced leadership skills enabled them to navigate uncharted waters. By understanding and managing their triggers, they transformed them into strengths, emerging as more impactful leaders.
A leading global entertainment and sports organization sought to engage and unlock the strengths of its senior leaders across the world, aligning them with the key principles set by the Executive Council. The goal was to create a customized leadership program, not a generic, one-size-fits-all solution, that would genuinely reflect and embrace the organization’s unique
culture.
Here and Now Consulting began by immersing ourselves in the organization’s core culture, which was both diverse and highly successful. We conducted interviews with key Presidents and Vice Presidents across various divisions, including Sports, Entertainment Venues, Global Partnerships, Festivals, and Artist Touring. We identified a strong leadership foundation already in place and designed a tailored leadership program that incorporated the organization’s values, key principles, and advanced assessment tools, alongside resources to help leaders drive success.
Our workshops were delivered globally, from the United States to Europe, Asia, and Australia. For the first time, the organization had a unified leadership program. A new leadership language
emerged, numerous challenges were addressed, and employee engagement scores significantly improved. What sets this program apart is its lasting impact—seven years later, the tools, language, and lessons from the program are still being used successfully, unlike many other short-lived initiatives.
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