Starwood Hotels felt that a Six Sigma program could be an effective way to succeed in the turbulent hospitality industry. Its goals include reducing variation in core service processes; enhancing the “Voice of the Customer;” developing better management measures to drive rapid response to changing market conditions; and improving financial performance through revenue enhancement, improved customer loyalty and greater cost efficiency. Starwood Hotels built SOCIAL STYLE into their curriculum and was happy with the results!
Overview
Starwood Hotels has more than 700 hotels and 227,000 rooms in 79 countries certainly has global reach. But to remain one of the world’s largest hotel and leisure companies, there has to be a commitment to providing consistent quality. To ensure that, time after time, customers are satisfied with their hotel experience, this leading company has created a global quality management program that includes SOCIAL STYLE training from The TRACOM Group.
“SOCIAL STYLE is a great product and important tool for building productive relationships. Participants have repeatedly told us they like SOCIAL STYLE. It’s easy to understand and relate to. It really works and is well received by participants. It sets the stage for the Six Sigma effort.” — Vice President of Six Sigma
Starwood Hotels, which owns several major hotel brands, is one of the first non-manufacturing companies to use the Six Sigma methodology for quality. Six Sigma is program that increases customer loyalty by eliminating variability, defects and waste. The Six Sigma term refers to a measurement of no more than 3.4 defects per million opportunities.
Starwood Hotels Builds SOCIAL STYLE Into Curriculum
TRACOM’s SOCIAL STYLE concepts and lessons were built into the Six Sigma curriculum. Starwood Hotels felt that SOCIAL STYLE and its impact on interpersonal effectiveness and leadership was an important component of the overall initiative.
“We measure returns in both hard dollars and soft dollars for these projects. We know that we’ve increased revenue. And we know that we’ve increased our ‘Voice of the Customer.’ It’s really opened a lot of eyes.” — Vice President of Six Sigma
TRACOM’s SOCIAL STYLE Program
TRACOM has developed prepackaged SOCIAL STYLE training programs that vary in length and depth and are designed for specific audiences including managers and leaders, sales professionals, and individual contributors. Our programs are available as in-person, virtual, and eLearning formats.
Learn more about SOCIAL STYLE for your organization today!