Here’s the details:

Needs Analysis Results:

The needs analysis, which utilized Customer Survey Results (CSR), identified critical gaps in managers' ability to apply soft skills under pressure. Declining guest satisfaction scores and inconsistent team communication were key issues. Surveys highlighted the need for engaging, practical training to enhance operational efficiency and guest experiences.

The “why”:

The iHospitality Heroes game was created to address these challenges with an interactive, scenario-based training solution. Managers practiced real-world challenges, building communication, problem-solving, and leadership skills in a safe, engaging environment. This aligned with IHOP’s goal of enhancing manager effectiveness and delivering a consistent, high-quality guest experience.

Projected ROI:

The game was projected to boost guest satisfaction by 10%, improve team engagement by 15%, and reduce turnover-related costs, driving revenue growth. Kirkpatrick’s evaluation model revealed Level 3 behavior changes, as managers demonstrated improved soft skills and leadership behaviors in stores.

Actual ROI:

• Guest satisfaction scores increased by 14% (Q1 to Q2).

• Team engagement improved by 22% (Q1 to Q2).

• Turnover rate decreased from 21% to 16% in the Los Angeles County district.