Case Studies: Designing and Providing Training to
a Major Hotel Chain in Support of its Rollout
of New Technology in its Properties Nationwide

The target audience for this training was exceptionally diverse, ranging from housekeeping staff to marketing and IT personnel. All members of the property staff needed to understand the new technology product, and how to market and support it. The facets of this training effort included customer service and technical support training. We provided on-site training to scores of properties throughout the continental United States.

BCG's services included the creation of a variety of print materials focused on addressing the unique substantive and practical needs of each department. These materials were designed to be accessed and read quickly to ensure ease of use. The on-site trainings were designed to be brief in light of the demanding work schedules of the property staffs. In addition, we provided training at various times of the day and night to meet the rotating work schedules of the property staff. BCG also designed and created e-learning materials for integration into the hotel chain's intranet. Finally, BCG was responsible for all communications and scheduling issues associated with the product rollout.