With chains including Wagamama and Peach Pubs, HospitalityGEM is responsible for supporting its clients in managing the guest experience through mystery guest visits, guest engagement sites, performance analysis and learning management.
With restaurants, pubs, hotels and contract caterers included in their client list, they help operators to keep their finger on the pulse and grown sales through generating positive experiences that will be remembered and talked about long after the visit.
In an industry where staff turnover is high, high-street chains often struggle to bring new and seasonal staff up-to-speed on cultural values and key skills – both crucial in delivering a quality customer experience and when competing in a crowded marketplace.
With such a competitive marketplace, HospitalityGEM’s clients were keen to find a more efficient way to track performance and completion of compliance training, whilst incentivising personal learning and development across a distributed branch network.
Whilst many hospitality companies were not managing learning and development effectively, HospitalityGEM chose to be market leaders with Learn. Ditching the manual spreadsheets, paper files and inefficient offsite training days, Learn gave HospitalityGEM the ability to provide unique branding for their clients and a system to track e-learning course completion.
With the planning of additional training, underperforming restaurants could be identified and upskilled to ensure consistency across all chains.
Steven Pike, Managing Director of HospitalityGEM took the decision to ‘extend our service by automating and improving the quality of learning management for our clients – for that, we needed a flexible LMS.’
Following implementation, staff inductions were found to be 75% faster with e-learning than when taking individuals offsite for training – and subsequently, HospitalityGEM observed an average of 60% cost saving for their clients.
With powerful, customisable reporting, HospitalityGEM can provide practical and easy-to-digest reports for their clients to manage learning. These reports can later be used to track against guest and customer experience.