Management & Leadership Development on a Global Scale That Sells Itself

Business challenge:

A global, multi-branded, hospitality firm with over 750 properties worldwide needed to develop the talent of their property-level managers. In particular, managers were looking for financial management and leadership skills to grow their properties' business in competitive local markets. The organization needed a solution that was scalable, drove user participation, built new skills, and met the unique content and scheduling needs of hospitality managers. In addition, the mix of company-owned and franchise properties posed unique administration and billing challenges.

Solution:

An enterprise-wide, integrated offering of hospitality management, financial management, and leadership development courses and certificates. Managers registered for and accessed eCornell courses through the firm's global Learning Management System, but the courses were hosted and delivered by eCornell.

eCornell partnered with the client on marketing and promotional collateral as well as in-property course demonstrations and learning fairs. To start, property managers were required to complete at least one course in the first 12 months as part of their professional development program.

eCornell's client services team provided a range of flexible systems to support the company-owned properties as well as the franchised ones in a seamless course experience.

Outcomes:

Overwhelming response from the field; most managers completed several courses above and beyond their requirement. Many have already received certificates in Hospitality Management, Proactive Leadership, and Financial Management from Cornell University. Course registration is two to three times the expectation of the client with eCornell's typically high completion and satisfaction rates.

Brand leaders are now requesting that certain additional management groups be required to take courses through the eCornell program. Overall, the program is selling itself.

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