Rye Hotel
Rewards Membership Application
The beautiful Rye Hotel is located on the Rye foreshore overlooking Port Phillip Bay. With a classic sports bar at the Main Sail Bar, delicious food served in the Terrace Bistro, great nights out at the Verve Bar and comfortable accommodations, they’ve got it all under one roof.
This course is designed for current Rye Hotel employees to learn about our customer rewards program. In this course, you will learn how the program works, its benefits to both customers and the hotel, and how to promote it to customers effectively.
Overview
Audience: Existing and new employees in all areas
Responsibilities: Instructional Design, eLearning Development, Virtual Design, Compliance/Privacy
Tools used: Articulate Rise 360, Adobe Photo Editor, Microsoft Office Suite
Our Process
-
To begin, we conducted a thorough needs analysis to understand Rye Hotel’s requirements and objectives for the customer rewards membership training course. Through interviews and surveys with hotel management and staff, we identified key challenges: employees lacked knowledge about the program's details, benefits, and promotional strategies. The goal was to create a course that would enhance employees’ understanding, enabling them to effectively communicate the program’s value to customers.
-
Based on the analysis, we designed a comprehensive training course structured into four modules:
Overview of the Customer Rewards Program
How the Program Works
Benefits to the Hotel and Customers
Strategies for Promoting the Program
To ensure engaging and effective learning, we employed a mix of instructional strategies, including interactive presentations, real-life scenarios, and multimedia elements like videos and quizzes. Each module included clear learning objectives, practical examples, and opportunities for employees to practice and apply their knowledge.
-
In the development phase, we created the course materials using Articulate Rise, a leading e-learning authoring tool. This allowed us to build interactive and visually appealing content. We also integrated video testimonials from satisfied customers and staff to highlight the program's benefits. Challenges such as ensuring the content was accessible on various devices were addressed by rigorous testing and iterative refinements.
-
The course was implemented using the hotel’s existing Learning Management System (LMS). We provided an initial training session for managers and team leaders to familiarize them with the course content and structure. The training was delivered as a blended learning experience, combining online modules with in-person discussions and role-playing exercises facilitated by team leaders. This approach ensured that employees had multiple avenues to engage with the material.
-
To evaluate the course’s effectiveness, we utilized Kirkpatrick’s Four-Level Training Evaluation Model. Immediate feedback was collected through post-module quizzes and surveys, revealing high levels of engagement and understanding. Subsequent evaluations, including performance metrics and customer feedback, indicated a significant improvement in employees’ ability to explain and promote the rewards program. The hotel reported increased membership sign-ups and higher customer satisfaction ratings, validating the training's success.
Overall Impact
The customer rewards membership training course had a transformative impact on Rye Hotel. Employees became well-versed in the program’s features and benefits, leading to more effective promotion and higher enrollment rates. The hotel's enhanced customer service quality and increased customer loyalty were direct outcomes of this training initiative.
This project showcased our expertise in instructional design and our ability to deliver tailored, impactful training solutions. By following the ADDIE model, we ensured a structured and effective approach that met Rye Hotel’s needs and exceeded their expectations.
