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Hospitality ON Event - Awards

Worldwide Hospitality Awards

Tuesday 30 November 2021 à 18:00

En cours - Best Initiative in Talent Management

BWH Hotel Group

Campaign - "ého, l’école hôtelière" - "ého, the hotel school

Cette candidature n'est disponible qu'en anglais / This application is only available in English.

"ého, l’école hôtelière", created by BWH Hotel Group in June 2020, develops and delivers training courses to sharpen skills in the hotel and restaurant sector.


BWH Hotel Group is continuing its transformation with the creation of its training school called “ého, l’école hôtelière”, aimed at enhancing all the professions in the hotel and restaurant industry, developing new talents and sharpening the skills of all those involved in the sector, thanks to an evolving and diversified training offer. Its promise can be summed up in three words: learning, self-revelation, hospitality.

This ambitious undertaking, set in motion by BWH Hotel Group, comes in response to the unprecedented crisis that has hit the hotel and restaurant business head on. What "ého, l’école hôtelière" offers is an excellent catalyst to support players in the sector better cope with the economic situation, gain in versatility and take action in preparation for the return of business, through dedicated support, buttressed by face-to-face and virtual training.

To help hoteliers foster the development of the talent in their teams as well as their new employees, "ého, l’école hôtelière" partners with AKTO, a specialist in optimising training fund management and finding the best financing solutions.

The audiences:

The school is open to all employees of BWH Hotel Group in France and externally to all hotel personnel interested. It includes, on the one hand, individuals from the sector wishing to diversify their experience and improve their skills and, on the other, people interested in joining the sector for their first job or professional retraining. It is open to profiles of all types, with or without diplomas. No profession is left to chance: in particular, the school prepares students for professions less associated with formal training, yet which play a crucial part in everyday hotel management, such as housekeeping staff and night watchmen. The training courses take into account the reality on the ground with concrete cases. Training courses in FLE (French as a foreign language) are provided to support and assist individuals whose mother tongue is not French, so that they can better understand and be understood by their team or customers as part of their responsibilities.

The training courses:

"ého, l’école hôtelière" offers a panel of more than 80 virtual and face-to-face training courses covering all the know-how of hotel and catering professions, whether operational or strategic. As close as possible to the reality on the ground, the training courses are built on the concrete needs of the sector to address the expectations of hotel operators. In perpetual motion in response to current issues and changes in the sector, they are evolving. The fundamentals of the hotel and restaurant business also form an important part of the hotel school’s training offer.

To wit, courses dedicated to customer relations, hospitality, reception, floor service, and bar and restaurant service are offered, such as CSR, revenue management, distribution, marketing, management, social media, lifestyle and personal development. (Non-exhaustive list).

All these training courses are divided into 3 ready-to-implement packages:
- Customer relations
- Develop reception area performance
- Management and strategy


"ého, l’école hôtelière" is managed by 4 people who work alongside the hotel managers in the choice of training courses, who follow their courses, who organise training sessions and who support trainers in their professionalisation and in the organisation of their modules.

All the training courses are run by in-house trainers at BWH Hotel Group who have solid experience on the ground, as well as a strategic vision of what drives a hotel’s performance. To this end, the Revenue Management and Connectivities team, the sales team and the CSR team conduct face-to-face and remote training on their respective expertise while the area managers, in regular contact with regional hoteliers, conduct face-to-face training such as “Know-How at Reception”, “I Care Team and Manager”, “New Member”) and virtual classes on hotel operations, such as “Floor Service”, “Guest Welcome and Loyalty-Building in Reception”, “F&B and Bar and Restaurant Sales”, “Personal Development and Self-Image”, “Lifestyle” and “Co-Working”, “Living as Team” or “Team Management” (non-exhaustive list).

Through apprenticeships in the training profession, 25 people from BWH Hotel Group France have been able to reveal themselves and showcase their skills and know-how to become true ambassadors for "ého, l’école hôtelière" with the hotelier community.

In addition to in-house trainers at BWH Hotel Group, specialised external trainers work in social law, hotel management in English and PMS tools such as Hotsoft to supplement the training offer at "ého, l’école hôtelière".

The tools:

A website has been launched in collaboration with Omendo, an expert in consulting and training to market the entire catalogue of training courses at "ého, l’école hôtelière" and facilitate registration. It offers primarily short-term training, in the form of virtual classes, accessible to all hotel and catering professions and tailored to their responsibilities in the day to day. To support its deployment, multi-channel communication has been implemented through the website, a digital brochure, a LinkedIn page, a field team in daily contact with hotel operators, commercial canvassing and telephone prospecting.

Key figures:

"ého, l'école hôtelière" in 2021 is more than 80 modules created in virtual classes or in face-to-face training, a total of 6,200 training courses provided to more than 160 hotel operators. 90% of them would most certainly recommend "ého, l'école hôtelière", following their training.

The objectives:

- To develop new skills and gain more versatility
- To train participants in essential tools specific to the hotel industry
- To support professional retraining
- To anticipate a resumption in activity
- To promote hotel performance, and help the hotel stand out in terms of quality and performance
- To contribute to well-being in the workplace
- To reveal personalities

The ambitions:

Using this approach, the Group aims to introduce or rediscover the advantages and passion of the hotel and catering professions to younger generations or to employees already employed in the sector, with one promise: to facilitate professional integration and enable greater employability and skills.

To round out its continuous training offer, "ého, l’école hôtelière" plans to open up to initial training in 2022. With this additional building block, it wishes to become an inclusive school and train future candidates to fill vacancies at BWH Hotel Group France hotels through apprenticeship. In this manner, new talent will be identified, developed and brought to the job market.

In 2021, "ého l'école hôtelière" chose to enter the Qualiopi certification process, and was awarded the certificate on 19 October 2021. Qualiopi attests to the compliance of the processes implemented and the quality of the services provided by the school.

People are at the heart and soul of this project, which brings together all the talents and future talents of the hotel industry. From training to professional and personal development, "ého, l'école hôtelière" trains, supports and enhances each profession with a concrete and human approach.


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