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Case Studies

Training isn't a game of chance. It's a focused discipline, which requires our constant focus and attention to what is going right, and how we can further improve for our methods and for our clients. Read the Case Studies below to find out more about how we helped our clients rise to the challenge, and can help you as well!

Grand America HotelGrand America Hotels & Resorts: Converting callers into clients

By learning to sell the value of the hotels with Transient Edge, The Grand America Hotels and Resorts saw a 17 percent increase in conversions for transient calls and subsequently rolled out Sales Edge training for all properties.

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Kentucky State ParksKentucky State Parks: Delivering more experiences in their parks

Kentucky State Parks changed employee behaviors and gained more visitors with Signature's Transient Edge program. An increase in staff professionalism and motivation resulted in a 16 percent increase in conversion rates.

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Gaylord OprylandGaylord Opryland Hotel: Increasing monthly sales over the phone

Gaylord Opryland implemented Call Center Edge and saw a direct and consistent correlation between improvement in Signature mystery shopping scores and increased monthly sales.

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Quality Inn Northern GrandQuality Inn Northern Grand: Creating the great northern experience for every customer

The Quality Inn Northern Grand used Service Edge to educate all employees on their role in creating the guest experience, and subsequently was named Canadian Hotel of the Year by Choice Hotels.

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Rio Hotel and CasinoRio All-Suite Hotel & Casino: Increasing phone calls, increasing reservations

The Rio All-Suite Hotel & Casino used Casino Edge to increase reservations while receiving 44,000 less inquiry calls in the first quarter of the year, while also achieving 100 percent occupancy.

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The Dorchester
The Dorchester: Set the Standard and Importance of Training

With Resident Service Edge training, The Dorchester increased their employee satisfaction scores by 11% and their resident satisfaction score by 17% in just six months.

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WaterColor InnWaterColor Inn and Resort: Seeing diamonds in their customers eyes

WaterColor Inn and Resort achieved the AAA Four Diamond designation for its inn and restaurant, while also elevating the service levels to match property amenities.

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