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Benefits of result‐orientated training
Hotel Klettur opened in 2011 with 86 rooms and has since expanded. In 2015, it added 80 more rooms. The hotel struggled with staff relations and high turnover rates for housekeepers, receptionists, and other staff between 2015-2017. A new initiative in 2017 focused on improving working conditions, culture, communication, and training. This led to higher staff retention rates, reduced turnover costs, and improved customer satisfaction ratings. By 2019, the hotel achieved nearly zero staff turnover after investing in comprehensive training programs for all employees.
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Benefits of result‐orientated training
- 1. Hotel Klettur The hotelthat rocks! Opened in April 2011 86 rooms 1 receptionist 1 Laundry wagon 2-3 breakfast staff per shift 10 housekeepers on staff Managers: 1
- 2. Hotel Klettur The hotelthat rocks! Extension opened in May 2015 166 rooms 2 receptionists 2 Laundry wagons 3 Covering breakfast 14 housekeepers on staff Managers: 3
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- 12. 2017 2 housekeeping wagons Strainedstaff relations Communication terrible or inexistent All manager under fire
- 13. Operation clean housebegins…
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- 16. Work conditions Equipment Volume ofwork Food Staff facilities Systems
- 17. Salary Promote quality Overhead Easier =Do more Higher value hours Raise salaries
- 19. 24% 40% 52% 108% 71% 44% 50% 0% 0% 20% 40% 60% 80% 100% 120% 2015 20162017 2018 Reception Staff turn over Retention rate 113% 97% 77% 43% -6% 13% 14% 47% -20% 0% 20% 40% 60% 80% 100% 120% 2015 2016 2017 2018 Housekeeping Staff turn over Retention rate 62% 80% 69% 73% 34% 18% 31% 26% 0% 20% 40% 60% 80% 100% 120% 2015 2016 2017 2018 Total for Hotel Staff Turnover Retention rate 0% 100% 78% 89% 100% 0% 30% 20% 0% 20% 40% 60% 80% 100% 120% 2015 2016 2017 2018 Kitchen/Bar Staff turn over Retention rate
- 20. 62% 80% 69% 73% 34% 18% 31% 26% 0% 20% 40% 60% 80% 100% 120% 20152016 2017 2018 Total for Hotel Staff Turnover Retention rate
- 21. Total cost staffturnover 2015 – 2018 2015 2016 2017 2018 5.002.500 kr. 37.332 € 7.164.875 kr. 53.469 € 6.787.750 kr. 50.655 € 7.232.233 kr. 53.972 €
- 22. 2015 – 2018 26.187.358kr. 195.428 €
- 25. Booking.com rating asof January 2018 7.9
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- 27. How? Involve Staff indecision Communication Everyone matters Strengths & Weaknesses Fast isn’t better Take out bad apples Flexibility
- 28. The missing element Multifacetedstaff training Language course First aid Self defense Security Customer service training Body posture Working with chemicals
- 29. What did thisdo? Unity Increased confidence Feeling important Improved quality of the work
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- 31. 62% 80% 69% 73% 34% 18% 31% 26% 0% 20% 40% 60% 80% 100% 120% 20152016 2017 2018 Total for Hotel Staff Turnover Retention rate
- 32. 52% 33% 38% 42% 50% 67%55% 55% 0% 20% 40% 60% 80% 100% 120% Reception Kitchen/Bar Housekeeping Total Current status (2019) Staff Turnover Retention rate
- 33. 26% 17% 14% 18% 0% 5% 10% 15% 20% 25% 30% Negative staff turnover Negativestaff turnover Reception Kitchen/Bar Housekeeping Total
- 34. 5.002.500 kr 6.787.750 kr 7.164.875kr 7.232.233 kr 4.713.583 kr 0 kr 1.000.000 kr 2.000.000 kr 3.000.000 kr 4.000.000 kr 5.000.000 kr 6.000.000 kr 7.000.000 kr 8.000.000 kr 2015 2016 2017 2018 2019 Staff turnover costs Cost new staff Cost departing staff Total turnover cost
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- 41. Synopsis Adequate training fundamentalto: Quality control Less pressure Team cohesion Efficiency Minimize fatigue Streamline processes
- 42. Synopsis Adequate training fundamentalto: Higher staff retention
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