Benefits of result‐orientated training
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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 hotel that 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 hotel that rocks! Extension opened in May 2015 166 rooms 2 receptionists 2 Laundry wagons 3 Covering breakfast 14 housekeepers on staff Managers: 3
- 11. 2017
- 12. 2017 2 housekeeping wagons Strained staff relations Communication terrible or inexistent All manager under fire
- 13. Operation clean house begins…
- 16. Work conditions Equipment Volume of work 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 2016 2017 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% 2015 2016 2017 2018 Total for Hotel Staff Turnover Retention rate
- 21. Total cost staff turnover 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 26.187.358 kr. 195.428 €
- 25. Booking.com rating as of January 2018 7.9
- 27. How? Involve Staff in decision Communication Everyone matters Strengths & Weaknesses Fast isn’t better Take out bad apples Flexibility
- 28. The missing element Multifaceted staff training Language course First aid Self defense Security Customer service training Body posture Working with chemicals
- 29. What did this do? Unity Increased confidence Feeling important Improved quality of the work
- 30. ROI?
- 31. 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
- 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 Negative staff turnover Reception Kitchen/Bar Housekeeping Total
- 34. 5.002.500 kr 6.787.750 kr 7.164.875 kr 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
- 39. Booking.com
- 41. Synopsis Adequate training fundamental to: Quality control Less pressure Team cohesion Efficiency Minimize fatigue Streamline processes
- 42. Synopsis Adequate training fundamental to: Higher staff retention
- 43. Thank you! ☺