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Case Study: Clermont Hotel Group

Effective Enquiry Pathways

Learning & Development Programme


The primary aim of this project was to create a bespoke, structured learning and development programme bringing together four clusters of Reactive Meetings, Events, and Groups Teams.

The programme was developed through a collaborative and developmental process, with extensive fact finding to create a comprehensive understanding of the organisation’s needs, values, and culture. Consultation, feedback, and programme reviews throughout enabled continuous improvement and alignment with the needs and aspirations of the organisation.

Programme Objectives

The programme was guided by five key objectives, including a core focus on improving the client enquiry journey through the quality and flow of telephone and email conversations in order to increase conversion levels:


This was all achieved by bringing four teams together for two interactive Live Online Learning (LOL) sessions culminating in a face-to-face, hands on, Business Game workshop that involved lots of collaborative activities, discussion, and practical exercises reinforcing the LOL sessions. Pre and post-work surveys further supported key learning points for each attendee to ensure the training ‘stuck’.

Sticky Learning Journey Results


4 teams (34 delegates) trained across 2 LOLs and 1 Face-To-Face Business Game each (6 training sessions delivered in total ( 2 x LOL 1, 2 x LOL 2, 2 x Business Game)


Survey results showed attendees were engaged by Facilitators during sessions – 92%


4 pre-work & 5 post-work surveys with 85% completion rate


Survey results showed attendees liked the combination of online and face-to-face training – 92.5%


Content creation project for Phase 2 e-training for new starters using FLOW LMS

Post Programme Feedback

100% found the programme applied and demonstrated Clermont Hotel Group’s values throughout the training content and supporting documents

100% found the trainers to be engaging facilitators

100% were satisfied in the communication process and content enhancement suggestions

100% were satisfied that the programme met the brief and objectives

100% were satisfied with the experience of working with the facilitators throughout the Learning & Development Project


“Sessions were thought provoking, engaging, interactive, and fun and 100% met the goals and aims we were looking to achieve. Jo and Rose quickly understood what we were looking for. They suggested a mix of live online learning sessions, culminating in a face-to-face Business Game. It really worked.

Jane Griffiths – Global Sales Director

Absolutely on top of it – super organised and clear – 100% going the extra mile. Thank you! Brilliant duo!

Paul Cummings – Cluster Director of Sales