Here’s the details:

The Problem

IHOP faced consistently low Customer Service Ratings (CSR) across the company, which impacted customer satisfaction and loyalty. New and existing managers struggled to align with the company’s iHospitality principles, leading to inconsistent guest experiences. The lack of a cohesive training approach compounded these issues, making it challenging to improve CSR scores company-wide.

Needs Analysis

• Managers were not fully aligned with iHospitality principles and struggled to apply them consistently.

• Training materials were fragmented, lacking a unified approach to teaching customer service skills.

• The gap in engaging, effective learning solutions led to slower adoption of best practices and suboptimal guest interactions.

The Solution

To address these challenges, I designed and developed the iHospitality Introduction eLearning Module as part of a larger blended learning initiative.

• Core Features:

  • The eLearning module introduced iHospitality principles through interactive, scenario-based activities.

  • It included branching scenarios where learners practiced applying iHospitality principles in realistic situations.

  • Animated Vyond videos were used to engage learners with storytelling and visual demonstrations of best practices.

• Blended Learning Components:

  • A facilitator’s guide was created to support in-person instruction, ensuring consistent delivery across locations.

  • The iHospitality Heroes card game provided gamified learning opportunities to reinforce soft skills and team collaboration.

  • In-person workshops were tailored to build deeper connections between managers and iHospitality values.

Evaluation and ROI

The training program was evaluated using both quantitative and qualitative methods:

• Quantitative Results: CSR scores increased by 15% in Q4 2024 following the implementation of the training.

• Qualitative Feedback: Managers expressed high satisfaction with the blended learning approach. They appreciated the realism of the eLearning scenarios and the opportunities for hands-on practice through the gamified elements.

• ROI: The improvement in CSR scores translated into enhanced guest satisfaction, reduced complaints, and improved brand perception, contributing measurable value to the organization.

This comprehensive training initiative empowered IHOP managers to consistently deliver exceptional guest experiences, driving long-term improvements in customer service.