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Hesperia / NH Hotels saves travel expenses and working time with targeted training arrangements

How the introduction of e-learning and WBTs led to a far-reaching improvement of training and vocational development at the Spanish Hesperia / NH hotel group.

The customer

Travelers can lodge at a variety of Hesperia/NH hotels in big cities and tourist centers of Spain, England and Venezuela. City Break Hotels are designed for guests who want to relax after a demanding day’s business or a memorable day’s sightseeing. By contrast, the Leisure Hotels and Resorts offer holidaymakers modern sport, wellness and leisure facilities at unique locations, catering for the guest’s every wish.

The challenge

Employee training and vocational education previously took place in the form of pure presence training. That meant trainers had to travel to the hotels in order to train employees onsite. Due to high travel expenses, these presence trainings were extremely costly. A second problem that has impacted employee training is the chain’s rapid expansion, which means that employees need to be brought on board or transferred from one hotel to another in a relatively short timeframe.

“The implementation of e-learning and WBT with the help of tt knowledge force has brought about a fundamental and extensive improvement of training and further vocational education within Hesperia Hotels. In tt knowledge force the further training department has found an effective, easy-to-use and efficient tool to help them with their work.”


Marta Marcos, Vicedirectora de informática de Hesperia

The solution

Hesperia/NH had decided to address the training challenge first with presence training, which was gradually supplemented with e-learning. In parallel, e-learning documentation came online for SAP transactional systems in the front office area such as the Reception, Event and Gourmet SAP Simhotel modules. Hesperia/NH Hotels set up a specialized department that would take specific responsibility for continuous and advanced training, offering periodic training according to a defined schedule and topics. It thus coordinated training around subject matter and location.

In addition, this department manages the creation of highly targeted simulations, documentation and practical exercises. At the same time, presence training takes up web-based training modules created with tt knowledge force and localizes them to provide greater depth. In this way, training at the employee’s own PC serves as a voluntary introduction, which can then be extended based on the content of the presence training.

The implementation

The further training department is exclusively responsible for creating web-based training. The department had already compiled four different courses and a short while later the remaining work processes were encapsulated learning modules. To ensure the integrity of all learning content, all presence training is documented with tt knowledge force. The re-recording function in tt knowledge Force allows the entire process to be repeated as often as required.

Furthermore, it means that training documentation can always be kept fully up to date, since any changes in the process and in the software can be refreshed at the push of a button. New projects are treated in the same way as Hesperia/NH Hotels’ standard applications. They have included a new restaurant system, an exclusive event module and a new tool for managing commissions.

Hesperia/NH Hotels’ leadership communicated these new further training possibilities to employees as effectively as possible: first of all, they unveiled the new web-based training at a conference for Hesperia/NH management, including all hotel managers. Then, all employees received the salient information in an internal mail. Finally, Hesperia/NH published full details about web-based training in the company’s employee newsletter.

The benefits

With ongoing presence training and e-learning, the further education department could guarantee qualified further education for all employees. Targeted training means that the hotel chain is now saving immense travel expenses for its trainers and employees. Moreover, since the web-based training completes the training program onsite, it can be adjusted to the specific needs and individual circumstances of the end users, who can train in their own time, reducing the demand for presence training. New employees can also bring themselves quickly up to speed in their new working environment with the help of e-learning.

Since employees can train directly at their workplace, time taken off work for training has been eliminated or at least dramatically reduced. Since the training documentation is continuously updated to keep pace with the latest status of software and systems, follow-up training has been rendered obsolete. With the new further training system, Hesperia/NH has ensured increased productivity and effectiveness in the execution of day-to-day tasks. The employees of Hesperia/NH themselves have endorsed the training solution as helpful: on average end users scored course documentation at 4.52 out of a possible 5.