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Begin New Search Topic Customer Service Author Jenny Weissbourd

1. Harnessing Digital Technology for Frontline Worker Mobility: Eat’n Park’s Partnered Approach

Author:
Vivian Vazquez, Jenny Weissbourd, and Amy Blair
Publication Date:
08-2019
Content Type:
Working Paper
Institution:
Aspen Institute
Abstract:
Online upskilling programs have the potential to support continuous, lifelong learning that can help adults learn new skills and advance in a changing labor market. Yet the online learning landscape can be difficult to navigate. Many workers face challenges balancing digital courses with work and personal commitments, accessing and using technology, and determining which of the many available programs signal value to employers. Companies can play an important role in making online upskilling accessible and relevant to frontline workers. Our latest report documents one partnered approach to designing and piloting an online training program for incumbent workers, led by a food service company, a civic leadership organization, and a local university in Pittsburgh, Pennsylvania. It explores how Eat’n Park partnered with Robert Morris University and the Allegheny Conference on Community Development to design and deliver digital training to frontline Eat’n Park employees. Our profile shares findings from a pilot customer service training program, focusing on the experiences of workers who participated and their managers. It includes information on program content and design, and the business case for launching training. It also offers four key practices that workers noted were important to their motivation and ability to complete the program
Topic:
Science and Technology, Labor Issues, Retail, Digitalization, and Customer Service
Political Geography:
North America and United States of America

2. Competing on Service: The Case for Good Jobs at the Omni Hotel

Author:
Jenny Weissbourd
Publication Date:
07-2018
Content Type:
Working Paper
Institution:
Aspen Institute
Abstract:
In Boston’s increasingly competitive hotel industry, what does it take to stay on top? The Omni Parker House, America’s longest continuously operating hotel – and proud originator of the Boston cream pie – earns its four-star Trip Advisor rating by investing in its most important asset: its people. The first step is meeting basic employee needs through generous wages and full benefits. But the key to the Omni’s exceptional customer service lies in recruitment, training, and performance management systems that empower frontline staff to make decisions, solve problems, and advance to management roles. The Aspen Institute recently spoke with Alex Pratt, Area Director of Human Resources at Omni Hotels & Resorts, a chain of 53 hotels that includes Boston’s Omni Parker House. Alex brings more than 25 years of experience in hospitality, and has achieved industry-leading retention and high employee satisfaction at the Parker House. Alex is quick to credit partners for the Parker House’s success. He works closely with Local 26, the hospitality worker’s union, and with Boston Education, Skills & Training (BEST) Corp, a model workforce training organization also profiled by the Aspen Institute. BEST provides high road hotels like the Omni with skilled talent. BEST graduates excel in quality jobs where they have the autonomy to shine. In 2021, the Omni will open its second Boston hotel, a 1,054-room property in the Seaport district. One secret to winning the city’s competitive bidding process was a first-of-its kind proposal for an onsite BEST training center where current and prospective employees will develop exceptional hospitality skills. We spoke with Alex to learn more about how the Omni’s innovative people practices and partnerships are delivering winning outcomes for frontline workers, guests, and the hotel’s bottom line.
Topic:
Employment, Job Creation, Labor Market, Hospitality, and Customer Service
Political Geography:
United States of America, North America, Boston, and Massachusetts