United States

2020

Canopy Intuition: Reading Guest Cues

Entrant Company

Hilton & SweetRush

Category

Website

Client's Name

Sub-Category

E-Learning

A few years ago, Hilton envisioned a completely new breed of hotel: Canopy. Upon the global launch of these urban boutique hotels with local flair, new hires needed to embody and reflect Canopy’s mission and values to successfully deliver an exceptional guest experience. The L&D challenge was to immerse these new team members in the unique brand culture—despite not a single location being open, and without employees to observe in action. The Hilton-SweetRush team collaborated to create a Culture Blueprint that defines Canopy’s specific values, behaviors, and attitudes. They created a new name for team members: “Enthusiasts”—a word that evokes positivity, warmth, passion, vivacity, and spirit. Then, Instructional Designers partnered with Hilton SMEs to create fresh, original stories and scenarios to show the culture and brand in action—to implement into the training’s six courses using a “show, don’t tell” approach. Since the majority of Enthusiasts are millennials, the program was designed with this generation’s learning preferences top of mind. This meant creating a sophisticated and engaging eLearning experience that weaves together storytelling, character development, 3D avatars and environments, animation, and gamification. The course Canopy Intuition – Reading Guest Cues is the final course in the eLearning curriculum, the culmination and a discovery learning challenge. The eLearning presents an interesting instructional design challenge: How do you teach new hires to read and respond to nonverbal and environmental cues to anticipate Guests’ needs? Is this a trainable behavior or an inherent trait? Avatar hosts Hiro and Marisa welcome learners to the course with a reminder that Enthusiasts are at the forefront of Canopy’s “Positively Yours” culture, and provide feedback and guidance throughout the scenarios. Canopy hotels have now launched in nine locations, and between this year and next, 17 more locations will launch around the globe! The rapid expansion of this new brand would not be possible without a new hire onboarding program that unites and inspires Enthusiasts. The eLearning lays a strong foundation in the ability to read guest cues, engage in appropriate conversation, and offer appropriate services.

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