Case Studies

Destination Service Excellence

Lobster Ink
March 14, 2024
March 15, 2024
5
min read

Sign up for a
free 14-day trial

Experience our platform and off-the-shelf learning content with a 30-day free trial.

Resources

A prominent destination customer had a vision to attract 20 million international overnight visitors per year. Achieving this required training the city’s tourist facing professionals to deliver service that inspires repeat visits.  

The Challenge  

Core to achieving this ambition, set against a deadline, was redefining traveler expectations through industry-leading service excellence across all tourism products.  

The city’s preeminent vocational hospitality and tourism college was tasked with attracting and developing professional capabilities across all tourism and hospitality staff in the city.

Our instructional design experts’ challenge was to help them develop and distribute interactive training that would empower tens of thousands of tourist-facing professionals with the skills, knowledge and behaviors they need to deliver the kind of world-class service that inspires repeat visits.  

The Solution

The vast majority of the city’s tourist-facing workforce comes from other countries. This meant our training needed to accommodate a diversity of cultural and educational backgrounds, teaching practical knowledge and skills to learners who have never experienced being a tourist themselves.  

In partnership with the hospitality and tourism college, we developed online training materials for a two-part curriculum comprising 50 lessons and available in multiple languages. Our interactive online training solution focused on teaching knowledge and resourcefulness to tens of thousands of users - from taxi drivers to front of house hospitality professionals and airport staff - everyone who has contact with the city’s international visitors.

Training solution based on guiding principles:  

  • Lifelong learning  
  • Innovation  
  • Inclusiveness  
  • Relationships  
  • Industry focus  
  • Excellence  

The curriculum is delivered on the Lobster Ink online training platform, which enables learners to access the content on any device, anytime. Concise, interactive lesson formats ensure the training is both engaging and effective so learners can apply their new knowledge immediately. White-labeled and fully branded, the workspace provides managers across sectors to easily monitor their learners’ progress and performance whilst providing one centralized hub for city-wide learning and development.  

The Results

  • 95% satisfaction rating from learners who’ve completed the training
  • International Visitors Survey Scores have seen an 18% increase since the inception of the training
  • The program is currently used by tens of thousands of the city’s tourist-facing professionals

Book a call with one of our experts to discuss your custom training solution today.

Share this post

A prominent destination customer had a vision to attract 20 million international overnight visitors per year. Achieving this required training the city’s tourist facing professionals to deliver service that inspires repeat visits.  

The Challenge  

Core to achieving this ambition, set against a deadline, was redefining traveler expectations through industry-leading service excellence across all tourism products.  

The city’s preeminent vocational hospitality and tourism college was tasked with attracting and developing professional capabilities across all tourism and hospitality staff in the city.

Our instructional design experts’ challenge was to help them develop and distribute interactive training that would empower tens of thousands of tourist-facing professionals with the skills, knowledge and behaviors they need to deliver the kind of world-class service that inspires repeat visits.  

The Solution

The vast majority of the city’s tourist-facing workforce comes from other countries. This meant our training needed to accommodate a diversity of cultural and educational backgrounds, teaching practical knowledge and skills to learners who have never experienced being a tourist themselves.  

In partnership with the hospitality and tourism college, we developed online training materials for a two-part curriculum comprising 50 lessons and available in multiple languages. Our interactive online training solution focused on teaching knowledge and resourcefulness to tens of thousands of users - from taxi drivers to front of house hospitality professionals and airport staff - everyone who has contact with the city’s international visitors.

Training solution based on guiding principles:  

  • Lifelong learning  
  • Innovation  
  • Inclusiveness  
  • Relationships  
  • Industry focus  
  • Excellence  

The curriculum is delivered on the Lobster Ink online training platform, which enables learners to access the content on any device, anytime. Concise, interactive lesson formats ensure the training is both engaging and effective so learners can apply their new knowledge immediately. White-labeled and fully branded, the workspace provides managers across sectors to easily monitor their learners’ progress and performance whilst providing one centralized hub for city-wide learning and development.  

The Results

  • 95% satisfaction rating from learners who’ve completed the training
  • International Visitors Survey Scores have seen an 18% increase since the inception of the training
  • The program is currently used by tens of thousands of the city’s tourist-facing professionals

Book a call with one of our experts to discuss your custom training solution today.

Share this post

Sign up for a
free 14-day trial

Experience our platform and off-the-shelf learning content with a 30-day free trial.

Sign up for a
free 14-day trial

Experience our platform and off-the-shelf learning content with a 30-day free trial.