The C&UX Expo logo

27 & 28 MARCH 2019

ExCeL LONDON

Hospitality conglomerate reduces cross- training time by 90% using ProcedureFlow

As a crisp autumn falls over the east coast of North America, a large hospitality conglomerate is just starting to heat up. The company
is busy preparing annual contracts for some of the largest businesses in the world. New recruits have begun training for the Requests for Proposal (RFP) peak season in early November. The team will work hard for the next five months processing thousands of RFPs.

"We love ProcedureFlow because it reduces ramp time and employees can start doing work right away."
- Director of Operations

Processing RFPs is no easy task. Employees must learn to navigate complex procedures and interact with some of the oldest and largest computer systems in the world. The Global Distribution System (GDS) houses massive stores of travel information. It normally takes five days to cross-train employees for the
RFP skill. This company provides excellent classroom training with a seasoned mentor.
     
After a busy RFP season the year prior, the operations team had been searching for new technology that would help facilitate a better adult learning experience and post- training support. After seeing a demo of ProcedureFlow, they saw its potential to match their vision of “learning by doing”.

ProcedureFlow is a web-based application that allows users to map out procedures in a logical and easy to follow manner. Instead of being confronted with overwhelming blocks of text, ProcedureFlow’s flowcharts, small text boxes, and screenshots help employees absorb concepts much faster.

After implementing ProcedureFlow, the five day RFP training class was reduced to a few hours of orientation and live work started before lunch. A 90% savings on training and ramp time!

Additional benefits of ProcedureFlow:
Procedures are updated in real-time, ready to be used by the training group at a moment’s notice.
Team leads are confident that employees are receiving updates in a timely and visual manner, reducing the need for one-on-one coaching time.
Employees can be easily cross-trained, decreasing the impact of sick days and leaves of absence.
The quality assurance group has an objective process standard for scoring employees.


BY IMPLEMENTING PROCEDUREFLOW, EMPLOYEES BECOME EXPERTS FASTER, ALLOWING THIS HOSPITALITY COMPANY TO SERVE MORE BUSINESSES IN LESS TIME. THAT MEANS MORE TRAVEL-WEARY ROAD WARRIORS ARE ENJOYING AMAZING STAYS AT BEAUTIFUL HOTELS ALL OVER THE WORLD!