The Resident doubles engagement and elevates performance with TalentLMS

Sarah Brickwood

At The Resident, there’s always been a huge training focus on the most important part of our roles, which is to look after our guests. But since the introduction of TalentLMS, we’ve been able to incorporate so much more into each team member’s learning journey. Every single role within the business now has its own learning path, which shows them what they’re going to learn on their first day, within the first week, the first month, three months, six months, and beyond.

The Resident is a collection of stylish city center hotels located in some of the UK’s most vibrant neighborhoods. We opened our first hotel in 2006, and since then, we have grown into one of the top traveler-ranked hotel groups in the UK. All while staying very, very true to our core values of genuine, heartfelt hospitality.

So for each of the different departments within the hotels and HQ, we have a different learning journey. Each one includes lots of standards of excellence which demonstrates how they need to deliver the best experience they possibly can to our guests. TalentLMS enables us to do this in a really interactive way, so they’ll see the Standard of Excellence document, and we can question them on it. But also we can upload videos that show them team members that they will probably recognize, showing them how they can also do the same.

Patricia Segurola
The fact that the company has invested in a proper training for the team members to have access to anytime they want, and the fact that it’s so personalized, makes the team members feel special. They feel valued, and they really feel that they work for a company that cares for their own development.

Sarah Brickwood
Since implementing talent LMS, our group engagement score has more than doubled, increasing from plus 18 to plus 39 in just the past 12 months. We see a strong link between accessible, high-quality training and team morale.

Patricia Segurola
We all know how important it is for a new team member to have clear information. It is also very important that the information is consistent across all the properties. And this is exactly what we get through TalentLMS.

Sarah Brickwood
Recently, with new hotel additions, we were able to increase our audit scores from 74% to 95%, something we’re very proud of. Prior to having an LMS. There was no real way of tracking everything in detail, and now it’s very easy for us to see the progress an individual learner has made on a particular training unit. It’s easy for us to see how well each hotel is doing compared to another hotel. That information is just there at the end of our fingertips when we need it.

The team at TalentLMS have been fantastic because they’ve supported us all the way through. They helped us set up the system. They advised us on best practice and how we should approach certain challenges that we had. They’ve always been there, been very knowledgeable, very responsive, and have helped us along the way.

Online training has really contributed to the growth of the company, because it’s meant that we can now deliver training that’s brand aligned, that’s consistent, that reaches every single team member regardless of their location.