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Mindmarker Hospitality

Hospitality Revenue Management

Mindmarker Client Success Story

The Client

This client is the world’s largest hospitality company that owns, manages, and franchises 10 brands worldwide. Because many of their properties are franchised to independent owners and operators, corporate revenue management training is critical to growth and development. This client came to Mindmarker and expressed the desire to reinforce the skills that their employees obtained during their one-week training course on revenue management.

The Project Outline

The task was to design a cloud-based program that connected the reinforcement to 17 defined business goals. The client defined their 4 reinforcement objectives:

1. Address periods of high demand
2. Determine the position in the market
3. Evaluate price setting & strategy
4. Develop future selling strategies

Program Timeline »

Mindmarker developed a 28-week training reinforcement program with 28 knowledge questions (in 6 categories), 13 survey questions to track behavior change, and 20 graphics/videos.

Reinforcement Content »

Reinforcement messages were focused on awareness (30%), knowledge (25%), and daily application (45%). Mindmarker used a variety of pictures, videos, and system screenshots to drive engagement.

Customized to Each Client »

The client customized the Mindmarker mobile application to match their current branding and design needs. They required support for Internet Explorer 8 so the Mindmarker team adjusted the application.

Mindmarker

The 7-month training reinforcement program was based on changing leadership behavior. Past, current, and future trends were analyzed to set price and inventory strategies, drive performance through forecasting, optimize business mix, and share information. Before focusing on behavior change, the program provided the client with insight into the participants’ current knowledge levels so that effective interventions could be made.

The Results of the Program

In the beginning of the Mindmarker training reinforcement program, 68% of all knowledge questions were answered correctly, which helped us pinpoint 2 of the 6 categories as problem areas. A more specific analysis pointed out which regions and departments were under-performing. The client used this Actionable Intelligence to plan interventions and close the knowledge gaps. After the second round of measurements, 92% of the questions were answered correctly.

79%

of learners adjusted their approach to revenue management.

85%

of learners adjusted strategy to make better revenue decisions.

82%

 of learners felt more confident about achieving business goals.

Hotel Revenue Management

With Mindmarker, behavior change results are 4x greater.

Without training reinforcement, only 21% of learners apply their newfound knowledge, but when training is reinforced with Mindmarker, more than 83% of learners exhibit long-term changes. Mindmarker helps learners change their behaviors and apply what they learned back on the job. See reported findings below:

Leadership effectiveness
increased by

41%

Time spent training
new hires decreased by

63%

Sales volume
increased by

121%

Customer satisfaction increased by

83%

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