The Challenge

Whitbread faced significant challenges with its existing Property Management System. Premier Inn has a different system from other hotel chains, as they take payment on arrival rather than at checkout. The current system was reaching the end of its life, and a replacement was needed to match Premier Inn’s business model while allowing us to add benefits commercially, but more importantly, for our guests.

Additionally, the eLearning provided by Oracle, the parent company was heavily Americanized and based on an off-the-shelf product, which did not align with Premier Inn’s customized system. This meant employees would find it difficult to relate to the training, and be less engaged.

With onboarding numbers reaching anywhere between 1,500 and 5,000 depending on the season, the need for a tailored training solution became evident. Face-to-face training was becoming increasingly impractical due to the scale and pace of the project, which required training a large number of employees quickly and effectively.

The Solution

Whitbread partnered with Kallidus to develop a customized eLearning solution for the new OPERA Property Management System. Kallidus was chosen for their ability to adapt and be agile, their previous successful collaborations with Whitbread, and their understanding of the business. The training was designed to be effective and efficient, ensuring that all team members, including those in the UK and Germany, could quickly adapt to the new system.

Operating in Germany meant it was crucial for Whitbread to also have all eLearning translated and done correctly to ensure their German employees could deliver world-class service to our guests.

The solution involved creating multiple eLearning modules that included demos, practice sessions, and knowledge tests. This is effective as it allows the learner to apply the knowledge and understanding in a practice environment, which prepares them to perform their customer facing role efficiently and accurately.

“The quality assurance from Kallidus was really good. Nicola was extremely detail orientated for all the modules which fuelled our confidence.” – Michelle Redford, Business Change Training Manager

 

The Business Result

The implementation of the bespoke eLearning solution by Kallidus resulted in several positive outcomes for Whitbread:

  • Speed and Effectiveness: The training enabled a quick and efficient transfer of knowledge to many employees, ensuring that guest service levels were maintained during the transition.
  • Ongoing Use: The eLearning modules are now part of the induction process for new employees, providing a consistent training resource.
  • Quality Assurance: Kallidus’s detailed and responsive approach ensured high-quality training materials, which were well-received by the employees.

The project team at Whitbread won the IT Project Team of the Year award at the UK IT Industry Awards 2024, highlighting the success and impact of the training program. Congratulations!

The collaboration between Whitbread and Kallidus led to a successful rollout of the new OPERA PMS, with improved training processes, while maintaining high guest service standards.