Building front desk excellence through digital learning in hospitality
In the highly competitive hospitality sector, every customer interaction is crucial for brand image and loyalty. Customer service, especially handling phone calls, plays a decisive role. Aware of these challenges, the HappyCulture hotel group, a family of 47 lifestyle hotels committed to strong social values, partnered with Make Me Glow, a specialist in hospitality training, to design an innovative program. The training path Handling phone calls at the hotel front desk aims to enhance the quality of telephone interactions while maximizing commercial opportunities. Created and delivered through the Teach Up LCMS platform, the program combines simplified content creation powered by generative AI and personalized learning through Adaptive Learning. Discover the insights of Alexandra Prigent, co-founder of Make Me Glow, Dan Coulangeon, Talent Manager at HappyCulture, and the testimonials of front desk agents Christina Nabaa and Beatriz Da Silva.
Generative AI, conversational AI and Adaptive Learning: an innovative approach to training
Driving revenue through better call handling
The program Handling phone calls at the hotel front desk was designed to meet the specific needs of the hospitality sector. Its objective is to optimize call management by equipping HappyCulture teams with tools that not only ensure efficient customer responses, but also allow them to seize upselling opportunities.
Designing training that reflects daily hotel operations
Leveraging its expertise in hospitality, Make Me Glow used the Teach Up LCMS platform to create an Adaptive Learning pathway, enabling each employee to progress at their own pace and independently.
In addition, the integration of conversational AI immerses learners in realistic call scenarios, preparing them for the daily challenges of their role.
“It’s a highly engaging approach to a real operational situation, giving learners real autonomy to move forward at their own pace. It’s a step up compared to a traditional classroom-based approach. The learning progression is well designed, with a strong focus on business issues. The conversational AI offers an unmatched simulation experience.”
Dan Coulangeon
Generative AI, a game changer for learning design
To design the modules, Make Me Glow used Teach Up’s AI Assistant to structure their documentation pedagogically and generate relevant content, thereby enriching the learner experience.
“We bring our hospitality expertise, which means we already have a lot of content we want to share with learners. AI really helps us structure that content pedagogically and create high-quality learning inputs.”
Alexandra Prigent
Personalized learning made flexible
Learn anywhere, anytime
A major challenge in hospitality training lies in scheduling, due to staggered shifts and rotating teams. With Teach Up, HappyCulture employees can access training anytime, on smartphones, tablets, or computers—enabling skill development without disrupting service.
“This platform is easy to use. We can access it whenever we want, wherever we want.”
Christina Nabaa
Personalized learning journeys for every employee
Teach Up stands out with its Adaptive Learning approach, which personalizes each user’s journey according to their knowledge level.
“AI personalizes the learning journey by deepening certain concepts when they’re not well mastered, or on the contrary, allowing more advanced learners to accelerate through content they’ve already mastered.”
Alexandra Prigent
This enables experienced employees to progress quickly, while beginners can strengthen their weaker areas—ensuring consistent skill development across teams.
“The games in the training, like quizzes and fill-in-the-blanks, boost our motivation and make us want to keep going.”
Beatriz Da Silva
Stronger together: a three-way success story
Tailored support throughout the project
Throughout the project, Make Me Glow benefited from personalized support from Teach Up, with a structured onboarding process in several stages to quickly get started with the platform.
In addition, the Teach Up Academy enabled continuous training on new platform features.
“The Teach Up Academy allows us to keep learning and take inspiration from their best practices to design our training programs.”
Alexandra Prigent
Driving performance with measurable outcomes
The results have exceeded expectations: 100% completion rate and 74% success rate, with scores reaching 96% for the most experienced employees. These results illustrate both the effectiveness of the training and its ability to adapt to different levels of expertise.
Employee feedback has been overwhelmingly positive, with noticeable improvements in skills and greater professional confidence.
“I enjoyed this format more than classroom-based training. Today, I feel more comfortable answering calls, even when a guest is standing in front of me.”
Christina Nabaa
The return on investment is clear, with tangible improvements in the quality of telephone interactions. Testimonials confirm the positive impact of the training on employees’ daily work and on HappyCulture’s overall performance.
“Teach Up is our technical expert, Make Me Glow is our learning design partner, and HappyCulture hotels benefit from this successful collaboration that truly develops our employees’ skills.”
Dan Coulangeon
Thanks to an innovative pedagogical approach, unprecedented learning flexibility, and the use of powerful tools like artificial intelligence, this training has successfully met the challenges of a demanding industry.
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