Whitbread | Kallidus

The project snapshot

Introducing a new system across Whitbread was a major change, impacting new starters and all operational staff across the UK and Germany. With onboarding volumes ranging from 1,500 to 5,000 depending on the season, a robust training programme was essential.

Read time:

4 minutes

Tools:

Articulate Storyline, Articulate Rise 360

Products & Services:

Learning and Development

Project Duration:

4 months

Problem Statement

The Problem

Whitbread’s previous system was reaching end of life, requiring a replacement that could enhance both commercial outcomes and the guest experience. Opera was introduced to manage all hotel operations and tasks. With the scale of the audience making face-to-face delivery too time-consuming and costly, Whitbread challenged Kallidus to develop a training programme that enabled fast, confident adoption of the new system and improved customer service.

Success Metrics

01

Contextualised: Learners understand the ‘what’ and ‘why’ behind the tasks, grounding them in realistic scenarios for authentic application.

02

Knowledge transfer: Transfer knowledge of the new Opera system so that learners use it confidently and accurately.

03

Translated: Branching out to employees in Germany, a strong translation implementation to ensure world-class service beyond the UK.

Cybersecurity

The entire guest experience rested on the new system – and therefore on the learning too

But how do you turn a complex new system into something people can confidently use from day one?

With all operational tasks covered, Whitbread and Kallidus worked together to break down each task to its key steps. To build true expertise, Kallidus first became experts themselves. The result: a suite of eLearning modules with demos, practice sessions, and knowledge checks, enabling learners to apply their knowledge and perform their roles confidently. The experience included:

Authentic scenarios: Real on-the-job scenarios that illuminated tasks, placing key learning moments in realistic customer interactions to build confidence in both the system and its real-world use.

Walkthrough videos: Engaging ‘show-me’ videos that guided learners through the system, demonstrating each task step-by-step.

A simulated system: A sandbox environment that brought the system to life, using a scaffolded approach to let learners build on what they’d seen and test their skills hands-on.

Measurable Impact

Outcomes & Insights

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’ detailed and responsive approach ensured high-quality training materials, which were well-received by the employees.
IT Project Team of the Year
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 programme.

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A new system, a new learning experience with Whitbread