Crowne Plaza Brand Orientation
With (currently) 13 different ‘names above the door’, InterContinental Hotels Group (IHG) is a brands business with service as their No1 driver of satisfaction. To improve performance and brand preference through a more differentiated and consistent guest experience, IHG wanted to implement a comprehensive training programme for Service Culture. For Crowne Plaza® this needed to start with Brand Orientation.
Our challenge was to help them in delivering their ambition of ‘Making Business Travel Work’.
We created and delivered a 70:20:10 blended learning solution which included bite-sized, direct to colleague video lessons, along with supporting materials and assessments to complete the learning experience.
We created and delivered 4 films focusing on service delivery learning topics: Crowne Plaza® brand, guest types, brand promise and service style. These were supported with a learning toolkit and delivered in 13 languages.
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