An innovative game-based training software – using gaming mechanics that bring real-life scenarios to hotel staff training – has been produced and designed by Jamjou to drive up staff motivation, customer service and sales through employee engagement.
Following a successful pilot project, Jamjou’s new software has been rolled out in 36 Jurys Inn hotels across Ireland and the UK, enabling staff to be trained and engaged through their PC or any mobile device.
The pilot tested Jamjou’s training application with 60 staff at four Jurys Inn hotel sites in the UK and Ireland. It resulted in an increase in revenue, a reduction in customer complaints and a decrease in staff turnover at piloted sites. With clear benefits arising from the trial, Jurys Inn hotel group is now set to implement Jamjou’s software as part of its ‘Be The Best’ training in 36 hotels across Ireland and the UK.
Commenting on Jamjou’s training software, Jurys Inn Hotel Group’s Group Learning and Development Manager, Edward Gallier, said: “As part of our strategy to increase guest satisfaction and meet our vision to ‘Exceed Expectations’, we have been exploring leading approaches for our employee learning. The Jamjou product had to be one of the approaches we included, because of the high level of engagement we experienced from employees and multiple returns to our business – in terms of revenue increase, reduction in customer complaints, and a reduction in staff turnover on those sites that used Jamjou. The learning can be seen back in the workplace and this creative and competitive approach really got our teams talking.”
Training is delivered through real-life work-scenario games, specially developed for customer-facing staff in hospitality, retail, and service industries. “The training application has been designed to be entertaining, easy-to-use and highly engaging, where management have real time access to employee skills assessment,” said Jamjou Founder Jo Brennan. “Our cloud-based training software can be used on its own or to complement existing training programmes, with no additional installation costs.
“We have had a phenomenal time since Jamjou was established in 2014 – already working with contact centres, leading hospitality businesses and now Jurys Inn Hotel Group. Our clients recognise the advantages of training their teams with relevant, fun and interactive applications. The results are clearly demonstrated in increased revenue, fewer complaints and more engaged and motivated employees who stay longer.”
How does it work? Team members simply log into a PC, tablet, or mobile to start training in simple and entertaining four-minute sessions. Jamjou uses interactive gaming features, with animated characters and real-life work scenarios, leading to learning outcomes that benefit the workplace. Employees can earn points or badges, which appear on a leader-board. Top scorers are promoted across sites, adding a competitive edge between staff members and management. Training content is fed to employees over a period of time to keep them engaged and to remind them how to improve their skills in upselling and customer service.
Management are fed analytics which can pinpoint weak areas, for example: upselling, where individual improvement is required. They can also compare sites and assess which teams or locations are weak, allowing mangers to take further action such as additional training or coaching.
Jamjou is a play on the words ‘Jamming’ and ‘Jouer’, the French verb meaning ‘to play’. Jamjou’s game-based approach to training is believed to be the first of its kind to target organisations with frontline staff. The product has been created by former training consultant Jo Brennan and her business partner John Costello, Lead Developer of Jamjou, to engage staff and deliver analytics that drive strong business results.
Jamjou has just won an SME award, ‘Best in New Business – Digital’, sponsored by Microsoft. Also, it has been a recent finalist for ‘Best in Digital Learning’ at the Accenture Digital Media Awards 2016. Jamjou – which is currently investigating further expansion opportunities across Europe – has also been shortlisted for an Irish Institute of Training and Development (IITD) National Training Award.
Pictured from left to right:
Mary Murtagh, Operations Manager, Jurys Inn Dublin Custom House; Edward Gallier, Group Learning and Development Manager, Jury’s Inn Hotel Group; and Jo Brennan, Founder and Chief Executive, Jamjou