In the high-stakes world of hospitality, where a single interaction can make or break a guest’s experience, Deltin, a gaming and hospitality brand, which operates Casinos and hotels, and is part of Delta Corp, knew they couldn’t afford to stand still. The industry was changing, and their employees needed to evolve with it. But how do you identify the skills your workforce needs and then equip them to excel? Enter Deltin’s ingenious solution: a dynamic competency framework.
It all began with a quest for knowledge. Deltin didn’t operate in an echo chamber. They went straight to the source – their customers. Satisfaction surveys provided invaluable insights, and the HR department and staff chimed in with their expertise. It was a 360-degree view, ensuring the new framework addressed the most pressing needs.
The intel was clear. Five key areas emerged as the pillars of success: customer service, a hunger for learning, strong leadership skills, in-depth customer knowledge, and seamless collaboration. But a one-size-fits-all approach wouldn’t do. Deltin meticulously tailored these competencies to various experience levels, creating targeted programmes for everyone, from the newest recruit to the seasoned manager.
“We’re working with our quality assurance team to define key performance indicators (KPIs) and standard operating procedures (SOPs) for various teams.”
Anirban Chowdhury, head of HR, Delta Corp
This competency framework became the blueprint for a robust training programme. Market trends, internal feedback, and the watchful eyes of the quality assurance team all played a role in shaping these initiatives. Business development, VIP services, and front-office operations received specialised modules and case studies designed to laser-focus their departmental effectiveness.
“The past two years have been a game-changer,” enthuses Anirban Chowdhury, Delta Corp’s head of HR. “Our training programmes have become the talk of the town, and we’re proud to be a breeding ground for hospitality talent.” He underscores Deltin’s commitment to nurturing a comprehensive training ecosystem, a strategy that reduces employee turnover by providing clear career pathways within the organisation.
One programme that truly stands out is the First-time Managers Programme. This custom-designed initiative equips newly minted supervisors with the tools they need to lead effectively. From crafting strategies to retain their teams to fostering a positive work environment, this programme equips them to hit the ground running.
Initially, some department heads were hesitant to let their employees participate. Deltin addressed these concerns head-on with clear communication and by introducing certificates upon programme completion. This not only fostered transparency but also provided a valuable credential for employee portfolios.
“We started small, with our mandatory Deltin Connect programme for entry-level staff,” explains Chowdhury. “The positive response was overwhelming, so we launched Deltin Connect 2, an advanced programme for experienced staff.”
For management-level hires coming from top institutions, a dedicated six-month programme equips them with the necessary skills before they’re promoted to supervisory roles within their first year. But functional training is paramount, and Deltin goes beyond its HR team. They partner with industry experts to deliver best-in-class programmes. Last year, for instance, the business development team received specialised training on selling luxury services.
Deltin’s commitment extends beyond individual departments. The competency framework facilitates internal mobility, allowing employees from food and beverage to seamlessly transition to gaming or front-office roles. This focus on both vertical growth and horizontal movement empowers employees and fosters a dynamic work environment.
The positive feedback loop is a testament to the programme’s success. Departments are actively requesting more training sessions, a clear sign of the perceived value. To ensure continuous improvement, a dedicated volunteer training department gathers feedback on employee interests, areas for improvement, and observed progress. This data fuels future programme development and ensures alignment with the company’s evolving goals.
While qualitative assessments are underway, Deltin is actively establishing a system for quantitative metrics. “We’re working with our quality assurance team to define key performance indicators (KPIs) and standard operating procedures (SOPs) for various teams,” says Chowdhury. “In the coming months, we expect our evaluation process to become even more robust.”
Looking ahead, Deltin plans to expand its training offerings by incorporating specialised programmes tailored to specific departmental needs. Partnering with industry experts will allow them to deliver deeper, more focused training, ensuring their employees remain at the forefront of the hospitality industry.
Deltin’s proactive approach to skill development serves as a model for the hospitality sector. By continuously refining its training strategies and incorporating stakeholder feedback, Deltin empowers its employees to deliver exceptional service, solidifying its position as a market leader.