Project Description

Hilton Digital Key

Delivering hospitality in a digital world

Situation

To attract busy business travelers, Hilton launched the digital key app. This technology allows Hilton Honors members to check-in, choose their rooms, and use their smartphone as their room key.

Since guests may no longer stop by the front desk, hotel staff across Hilton’s more than 4,000 hotels needed to learn new processes and practices to better serve these “Digital Key Guests.”

  • Design role-based process training for hotel team members across all brands

  • Create training to help Guests resolve smart phone issues

  • Launch the training while the technology was still being designed

Solution

Digitec designed and produced a gamification approach to Digital Key training, consisting of 21 modules, assigned across 12 affected roles, tailored to 15 unique brands at hotels worldwide.

  • Agile learning process, using preliminary use-case technical documentation to design as interactive job aids for performance support.

  • Flexible delivery, with modules that support mobile access, desktop, or printed for performance support.

  • Highly adaptive change management team. As changes occurred, the affected job aids were updated and the associated eLearning games reviewed to determine any impact. New builds were assigned based on the learning matrix and posted to the LMS.

Results

Within a year of rolling out the new technology, Hilton Honors members checked in more than 5 million times, using Digital Key. The training earned a Gold Brandon-Hall Excellence Award for Innovative learning.

I thought it was great training to update us on what is occurring on the technology that is changing.
Learner feedback
Loved how there were examples of guest and team member questions, followed by the selection of the appropriate responses.
Learner feedback
The interactive game was a very practical application of the material vs. just taking a quiz. Scenario-based quizzing proved to be actively engaging.
Learner feedback
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