Customer stories

How a Hospitality & Tourism Company Improved ‘Quality of Hire’ for their Customer Service Staff

Rocky Mountaineer, A TalentClick Customer
TalentClick > Resources > How a Hospitality & Tourism Company Improved ‘Quality of Hire’ for their Customer Service Staff

Customer story

The Challenge

Rocky Mountaineer is a luxury rail tour company that has won dozens of international awards. After nearly 30 years in business, they have welcomed nearly 2 million guests on board! Each spring, at the start of the tourist season, the organization ramps up their recruitment activity to hire a large volume of guest-services staff. They indicated that the psychometric assessment they were previously using was not effective in accurately predicting top performers who would excel in the important customer-facing roles.

Industry
Rail Tourism
Client
Rocky Mountaineer
rockymountaineer.com/
Solution
AVP logo 400x400
Attitude-Values-Personality

Results Highlights

Save time
DECREASED ASSESSMENT TIMES BY OVER 50%
customer-satisfaction
IMPROVED GUEST SATISFACTION SCORES
increase quality of hire opps
INCREASED QUALITY-OF-HIRE AND BETTER LEADERSHIP IDENTIFICATION

customer solutions

The Solution

In 2012, TalentClick conducted sessions with key internal stakeholders at Rocky Mountaineer to uncover core business challenges and opportunities for improvement. After analyzing job performance data and benchmarking top performers, we then overlaid ‘ideal score ranges’ atop each new job applicant’s Workstyle & Performance Profile (WPP) and Work Values & Attitude (WVA) assessment results so that Rocky Mountaineer’s recruiters could see at a glance how much of a fit there is to the specific guest-services positions and to their unique culture. We also provided the Leadership Profile (LP) for assistance with filling senior roles.

AVP logo 400x400
Attitude-Values-Personality (AVP)

The AVP (Attitude-Values-Personality) is our core employee behavior assessment. We’ve bundled our 4 most popular behavioral assessments into one easy-to-use survey, providing employers deep pre-hire and coaching insights for Workstyle, Work Values, and Safety Risk within minutes.

TRY THE AVP

TalentClick assessments are an excellent tool for recruiting and developing teams. The tool increased the quality of our hiring at Rocky Mountaineer and reduced turnover.

AMBER JORDAN

SR. HR MANAGER ROCKY MOUNTAINEER

The Results

Since 2012, Rocky Mountaineer has been one of TalentClick’s longest-standing customers. Each year, we evaluate the effectiveness of our products and services, and conduct training of new HR team members. Rocky Mountaineer reports that they are pleased with TalentClick’s responsive customer support and that we continue to successfully help them achieve their stated goals of:
• Increased Quality-of-Hire (as measured by job performance ratings)
• Decreased assessment times by over 50%
• Reduced employee turnover
• Improved guest satisfaction scores
• Better leadership identification

Download Customer Story
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