Hospitality on-demand training delivers significant value for Hyatt Hotels on global scale.
Founded in 1957, Hyatt is one of the world’s top hospitality companies with 18 hotel brands, located in 54 countries. In 2018, Hyatt has been ranked #186 on Forbes "America's Best Employers" list. Since July 2018, Grand Hyatt Muscat & Andaz Singapore have been learning new hospitality skills through Typsy.
In this case study, Joseph Gomes, F&B Training Manager at Grand Hyatt Muscat and Audrey Silvaraj, F&B Training Manager at Andaz Singapore take you through their learning experience with Typsy.
Hyatt Hotels corporate training has relied primarily on the HR team or Food &
Beverage Training Managers to train their Food & Beverage operational teams in
venue. Online training was not being used for practical operational training
needs for front-line staff, including areas such as Beverage, Service and how to
upsell. These floor staff members have also struggled to fit long instructor-led
training sessions (traditionally set in a classroom) between staff work hours.
Hyatt Hotel properties needed a hospitality training solution that enabled
global staff members to be trained consistently and on-demand that didn’t take
hours to complete, or pull staff off the floor to train.
Hyatt enlisted the help of Typsy due to their breadth of content and shortform, online approach. Food & Beverage staff across several Hyatt properties globally including the team at Andaz Singapore and Grand Hyatt Muscat were given access to Typsy’s online training platform and were able to begin their own skills training. These properties also chose to assign training to their staff using curated playlists and individual courses to cater for specific training needs based on venue and role. Each training item was assigned over a select period which enabled staff to take a more flexible approach to their training. Employees also had the opportunity to self-select videos that were appropriate for their current knowledge and skills level. This training was supplementary to what was being assigned by each venue.
By using Typsy, Hyatt properties were able to save on time and money by providing online training that could be conducted outside
of work hours and without having to pull staff from the floor.
Training engagement levels increased which saw an overall positive increase in employee confidence and sales. On the next page,
we provide detailed statistics of the volume of learning that has taken place at each property.
GRAND HYATT MUSCAT
Typsy delivered Grand Hyatt Muscat significant value with 754 hours and 8 minutes of
incremental training. This comprised of 8953 individual video training lessons
that were watched since 1 July 2018. That's an average of over 27 new skills learned every
single day since Typsy was implemented. Grand Hyatt Muscat’s top learners have all watched at least 25 hours of video
content each since launch.
Andaz Singapore achieved significant results with 456 hours and 29 minutes of
incremental training. This comprised of 6205 individual video training
lessons that were watched since 1 July 2018. That's an average of nearly 20 new skills
learned every single day since Typsy was implemented. Andaz
Singapore's top learners have all watched at least 14 hours of video content each
“One of the training challenges that has been eased through Typsy is that our team members are not confined to a classroom session at a specific time, which is usually the case when it comes to training. Now with Typsy they have a number of platforms where they can access their assigned lessons at their time making it more flexible and they all follow the same content, so it makes the learning uniform and visually effective.”
Joseph Gomes, F&B Training Manager (Grand Hyatt Muscat)
“Since using Typsy there has been a steady improvement in the delivery of service: service level has improved, and staff are more confident in interacting with guests. Techniques on upselling and beverage knowledge have created an opportunity for the team to sell confidently. The Typsy platform is a good tool as it is easy to understand and features a more modern and updated method of providing service skills to our employees.”
Audrey Silvaraj, F&B Operations Training Manager (Andaz Singapore)