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Crowne Plaza London Docklands improves guest experiences through effective workforce training with Kahoot! 360

Crowne Plaza London Docklands’ management’s successful training across all departments ensures knowledge retention, leading directly to significantly higher customer satisfaction scores.

Location: United Kingdom

Industry: Food & Beverage, Hospitality

Use cases: Compliance training, Customer support training, Remote / hybrid, Town halls, meetings, and interactive presentations

Key Wins

A significant increase in customer satisfaction, up by 12 points, was achieved. This improvement is a crucial indicator for those managing hospitality services.

Improved training retention: through interactive learning that reinforces key concepts and procedures among key operational departments.

Stronger team engagement with game-based experiences that bring energy and friendly competition to every session.

Better guest experience driven by more knowledgeable, connected, and motivated staff.

Killian Clancy

Financial Controller

About Killian Clancy: As the Financial Controller at Crowne Plaza London Docklands, Killian Clancy is passionate about team development and operational excellence. Killian champions innovative tools like Kahoot! to drive engaging training experiences and strengthen collaboration across departments.

Story

The Challenge:

The hospitality industry operates in a fast-paced environment and is primarily assessed based on customer satisfaction. Providing high-quality service requires aligning many departments; effective communication is a complex, daunting challenge for hotel managers.

The Crowne Plaza Docklands (CPD) in London understands this complexity. To improve learning retention and communication, Crowne Plaza Docklands required all employees to be engaged and energized during training and weekly check-ins.

The solution:

The Crowne Plaza Docklands in London implemented Kahoot! 360 as part of its employee training strategy. They chose Kahoot! 360 as a learning and engagement platform since it allows them to streamline their training and improve communication across various departments. They went from having multiple tools and ways of communication to employees to use Kahoot! 360 as a platform that helps them train larger teams at once.

By using Kahoot! 360 the Crowne Plaza Docklands achieved higher engagement during meetings and training sessions by allowing employees to discuss topics and remain motivated. This helped hotel management ensure employees could deliver high-quality service to their guests. Since then, customer satisfaction at Crowne Plaza Docklands has increased by 17.5%, marking a significant 12-point improvement from 69% to 81% and a solid milestone in the hospitality industry.

“At the Crowne Plaza Docklands, our commitment to provide exceptional service to every guest requires that all our employees are fully engaged during their training. To achieve this, we must ensure our training programs are consistent and effective and Kahoot! 360 helps us do that, while ensuring that our training and messaging are thoroughly understood and integrated.”

Killian Clancy, Financial Controller at Crowne Plaza London Docklands

Two female employees are standing at the front desk of the Crowne Plaza London Docklands, learning something on the computer from a man in glasses.

Another way in which Crowne Plaza Docklands is using Kahoot! 360 is to revolutionize their current town hall meetings. Management noticed that these meetings were becoming repetitive for employees, resulting in reduced learning retention. Therefore, the team decided to explore using Kahoot! 360 for large town hall meetings. This resulted in an energized crowd able to discuss topics with one another and awakened the competitive spirit among employees, increasing learning retention of hotel facts, updates about the IHG Group, and more.

“Our teams successfully retained more information during our town hall meetings. This was evident in their application of the learned material in their daily tasks. Kahoot! 360 fosters teamwork and strengthens relationships, especially across different hotel departments.”

Killian Clancy, Financial Controller at Crowne Plaza Docklands

Woman with glasses doing a hair flip celebrating her Kahoot! win

The conclusion:

Implementing Kahoot! 360 for employee training resulted in more engaging, effective sessions and directly led to better, higher-quality guest experiences. This innovative approach has yielded significant cultural benefits, strengthening relationships across departments, improving the company culture, and awakening a healthy competitive spirit among employees.

Moving forward, the Crowne Plaza Docklands is already exploring more ways to integrate Kahoot! 360 into their operations and plans to refresh their training content on the platform soon.

Interested in discovering how Kahoot! can help you boost employee engagement and productivity? Learn more at kahoot360.com or book a meeting with our sales team!

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