The Challenge:
Hospitality workers face diverse workplace challenges and need to adapt rapidly to satisfy their customers’ needs. Hilton found that many of their Team Members were joining the workforce for the first time and lacked soft skills such as teamwork, time management, and problem solving. Due to this skills gap, Hilton struggled to retain new Team Members. Hospitality workers face diverse workplace challenges and need to adapt rapidly to satisfy their customers’ needs. Hilton found that many of their Team Members were joining the workforce for the first time and lacked soft skills such as teamwork, time management, and problem solving. Due to this skills gap, Hilton struggled to retain new Team Members.
Hospitality workers face diverse workplace challenges and need to adapt rapidly to satisfy their customers’ needs. Hilton found that many of their Team Members were joining the workforce for the first time and lacked soft skills such as teamwork, time management, and problem solving. Due to this skills gap, Hilton struggled to retain new Team Members. Hospitality workers face diverse workplace challenges and need to adapt rapidly to satisfy their customers’ needs. Hilton found that many of their Team Members were joining the workforce for the first time and lacked soft skills such as teamwork, time management, and problem solving. Due to this skills gap, Hilton struggled to retain new Team Members.
The Outcome:
Hilton met this skill deficit head-on in their partnership with IYF, offering tailored life skills training through Passport to Success (“PTS”) to help Team Members elevate their ability to manage guests’ problems with understanding and sensitivity, while maintaining a professional demeanor. The IYF team adapted 30 PTS lessons to create a tailored hospitality-specific instructor-led curriculum for Hilton. In its first years, the program certified 67 trainers within Hilton’s Human Resources team who have gone on to deliver PTS to thousands of employees.
The program’s initial success led to Hilton and IYF introducing ePTS for Hospitality, a set of 5 online modules adapted from the PTS for Hospitality curriculum. To meet Hilton’s growing needs, both on property and in the communities where their hotels are located, IYF created PTS in a Box, a modular blended learning approach that combined the benefits of instructor-led training with the flexibility of online learning. With these new modalities, the program’s reach to Hilton Team Members doubled in just six months – a milestone that took two years with in-person training.
To date, over 15,000 young people have been training in PTS at Hilton properties or within their communities. In addition, in a survey with 300 supervisors, Hilton Team Members who received PTS training, 96% were retained after six months and 40% were promoted.
Hilton met this skill deficit head-on in their partnership with IYF, offering tailored life skills training through Passport to Success (“PTS”) to help Team Members elevate their ability to manage guests’ problems with understanding and sensitivity, while maintaining a professional demeanor. The IYF team adapted 30 PTS lessons to create a tailored hospitality-specific instructor-led curriculum for Hilton. In its first years, the program certified 67 trainers within Hilton’s Human Resources team who have gone on to deliver PTS to thousands of employees.
The program’s initial success led to Hilton and IYF introducing ePTS for Hospitality, a set of 5 online modules adapted from the PTS for Hospitality curriculum. To meet Hilton’s growing needs, both on property and in the communities where their hotels are located, IYF created PTS in a Box, a modular blended learning approach that combined the benefits of instructor-led training with the flexibility of online learning. With these new modalities, the program’s reach to Hilton Team Members doubled in just six months – a milestone that took two years with in-person training.
To date, over 15,000 young people have been training in PTS at Hilton properties or within their communities. In addition, in a survey with 300 supervisors, Hilton Team Members who received PTS training, 96% were retained after six months and 40% were promoted.