Best for learning and development

The hotel industry tends to have quite a traditional approach to learning and development, but one company that has decided to take a different, more holistic, comprehensive approach is Motel One. Its efforts have earned it the 2024 WM People Award for Best for Learning and Development.

This approach was developed in 2015 when the senior leadership team decided it needed to enhance the training it offered and adopt a broad approach which encompasses different types of learners and a range of knowledge and skills development. It was not just about giving employees skills that would help them be successful in their jobs and leave them feeling more fulfilled, but also ones which would help them build their career in the longer term. “It’s about growing and developing the business, but also giving back,” says Luisa Ewert, Manager People & Culture. 

One big reason for boosting learning and development was the skills shortage in the industry. Motel One was starting to see more and more people who didn’t have the skills needed to work in the industry. Rather than training career changers on a hotel-by-hotel basis, they decided to opt for a ‘One Family’ approach on the basis that Motel One staff were one team wherever they worked. 

The idea was to bring people together regionally, online and across continents in a state-of-the-art campus as well as to provide face-to-face training on a regional basis in Motel One hotels. The company’s head office moved around the same time and the new office in Munich had space to create its One Campus: a place where people could come together to learn at One University. 

The new approach has four key objectives: to provide qualifications and career opportunities to employees to help them reach their full potential; to promote innovation in the industry; to promote a strong sense of belonging and increase employee motivation; and to improve the quality of service on offer. It believes qualified and motivated teams are the key to delivering a first-class guest experience.

One University

Its One University approach has developed gradually since 2015, mainly driven by the company’s Head of People and Culture, Kerstin Winkelmann. Each employee gets to visit the Campus around twice a year. There are also regional training events and online training opportunities, with Covid having given a big push to e-learning activities. “It’s not a one-size-fits-all approach,” says Ewert. “We recognise that there are specific needs in specific places, that individuals might have their own needs, but that the team as a whole is also important, and that the different regions can also learn from each other. It’s about finding the right balance. It’s a constant process.”

The aim with all the training is to have a good mix of people so employees are not just in their own teams but meet people from other places and backgrounds. Ewert says having the One Campus has helped bridge the gap between head office staff and people working in the company’s hotels. She adds that the company’s annual staff survey shows that people value the learning and development they receive, and they are asked to feed back after every training session. Training and development is also an important factor in the company’s good retention figures, in comparison with others in an industry known for its high turnover rate.

As training sessions can last for more than one day, people get to know each other more and trainers – Motel One uses its own internal trainers as well as external ones – are encouraged to listen to the ideas that develop and to share best practice and fresh thinking. “It’s organic. It’s about giving ideas space to flourish and spread,” says Ewert. Having internal trainers who are closer to the business helps this process.

Motel One also has an online learning platform which is open to any member of staff and offers a blended learning experience. Everyone has their own learning path which adapts as they progress. They can also talk to their manager and add different learning elements. Some of the skills taught are job-specific, such as front of house skills or bar skills, but others are more about personal development, such as communication skills, self-organisation and time management. The platform also has useful video clips and Q&As. 

Work & Study programme

In addition, Motel One has a coaching programme for hotel managers and it also encourages employees to take qualifications that will boost their employability and progression prospects. One example of this is its three-pronged Work & Study programme.

The programme offers students a combination of theoretical knowledge and practical work experience. Students work on their bachelor’s degree in Tourism Management at the International University of Applied Science through online courses while also working part time in a Motel One hotel, rotating through all departments. This unique combination gives students a grounding in all aspects of how a hotel works. 

In addition, there is a Leadership programme for supervisors and a programme called Future Development Days which offers head of departments a variety of workshops to develop their skills in preparation for a potential future Hotel Manager role. 

Overall, the focus on learning and development has led to career progression for many. Former students have become managers and heads of department and Ewert says the company strongly believes that investing in learning will be vital when it comes to future workforce supply. She also sees learning and development as playing an important role in wellbeing. “The wellbeing of a person is important for the wellbeing of a company and learning and development are key to that,” she states. 

The company monitors the success of the learning and development it offers through Key Performance Indicators for the number and length of training sessions it offers and their uptake, as well as engagement. It cites figures for its Work & Study programme showing 85% of students in Germany have transitioned into full-time roles, with a considerable number ascending to leadership positions.

Its approach has also led to recognition outside the hotel industry, including by the WM People Top Employer Awards. In 2021, it won the eLearning Award for Education Technology Implementation presented by the eLearning Journal for its digital learning initiatives.

Ewert adds that the company’s attitude to learning and development is part of its general culture which encourages a sense of belonging and a feeling that everyone’s voice matters. “It’s about give and take and everyone benefits,” she says.

*Motel One features in the WM People Best Practice Report 2024. More information here.

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