December 02, 2015

“To Have a Great Brand, You Need to Have Great Learning”

Hilton Worldwide trains thousands of Team Members across its properties in 94 countries. We talked with Hilton's T&D Leader Kimo Kippen, who won the CLO of the Year Award in October. He shared his thoughts about corporate training and development in global company.


Training at Hilton

1. The Three Main Principles of Hilton’s T&D Approach:

  • To be great business partners (how we enable the business through learning)
  • To provide relevant learning (how we deliver training, which helps people reach their goals, right when it is needed)
  • To achieve a higher purpose (how we contribute to providing better hospitality all over the world)

2. T&D’s Role in Business

We are here to ensure that all Team Members across every level – from housekeepers to executives – receive relevant learning to help them grow personally and to provide exceptional service for our guests.

"A brand is a promise delivered. If you want to have a great brand, you have to have great learning."

3. Company’s Mission Through Learning

First and foremost with Hilton, our mission is to spread the highest standards of hospitality around the world. We enable Team Members to deliver a positive hotel guest experience at every hotel. Training drives better service, higher loyalty and the resulting market share and profitability.

4. What will T&D at Hilton Look Like in a Year?

In 2016, we’ll be answering 3 main questions:

  • How do we make training more digital?
  • How do we increase learning from social prospective?
  • How do we increase impact of training?


Learning Effectiveness

5. Employee Engagement is Crucial to Success

A regular engagement survey helps us to find out whether Team Members are engaged in their job and in learning. Through feedback, we learn what people need to develop professionally so we can create programs that fit all learners’ styles, levels and ages.

6. ROI of Learning

Efficiency, effectiveness and impact – this is what matters when evaluating learning results. Along the way we conduct assessments, as well as use score cards, dashboards and metrics. We measure training-related costs and compare them with the benefits associated with business results from taking this course. A return ratio at Hilton Worldwide Holdings is about 22.

eLearning at a Global Company

"We need to measure and increase engagement. Why Team Members click through the course? How can we control and prevent it?"

7. Training Format Choice

First, we define the objective of training – what is the business challenge. Then, we decide on the method – how to deliver training in the most suitable way. A blended model often proves to be the most suitable as it combines advantages of both online and instructor-led training.

8. I See Three Significantly Challenging Tasks in eLearning:

  • eLearning must be relevant: delivered in the right place at the right time.
  • The content should be delivered bite-sized.
  • We need to measure and increase engagement. Why Team Members click through the course? How can we control and prevent it?

9. Gamification

We are focused on deploying technology to deliver shorter and more relevant learning experiences, like in our Virtual Counselor course which our salespeople at Hilton take.

10. Lifelong Learning is What I Strongly Believe in

I try to use every chance to learn something new. It becomes easier with online learning tools and sources. For example, I work out every day and often combine it with watching TED Talks.

11. Corporate eLearning Library

When you Google “Leadership”, you get thousands of links and only a small part of them contains valuable content. Our task is to find, pick or create the best pieces of content, making them easier to access and learn through the learning management system.

Announcing a new e-learning platform for individual clients: Eduson Academy
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