The challenge

Holly Hearn’s extensive experience in hospitality and culinary arts positioned her as an expert in creating memorable guest experiences. However, translating her knowledge and skills into an accessible and engaging online training program required a strategic approach. The challenge was to create a program that would not only educate but also inspire lodge staff to elevate their service standards and enhance the overall guest experience.

The program needed to cover a wide range of topics, from understanding service levels to mastering the welcome email, all while maintaining Holly's unique voice and expertise. Additionally, the training had to be engaging and practical, offering actionable insights that could be immediately applied in a lodge setting.

Our approach

LeaderPass Studios worked closely with Holly Hearn to design and produce "Hospitality with Holly," ensuring that the program reflected her deep expertise and passion for exceptional service. We started by structuring the course into a series of modules that covered essential aspects of lodge hospitality, such as creating a welcoming environment, managing guest interactions, and planning and presenting meals.

Each module was carefully scripted to capture Holly's insights and practical tips, while also being visually engaging. We filmed on-location at a lodge to provide real-world context and demonstrate the techniques Holly was teaching. The production emphasized clear, step-by-step guidance, supported by professional visuals and interactive elements to enhance the learning experience.

Our team also incorporated practical exercises and downloadable resources to reinforce key concepts and ensure that lodge staff could easily apply what they learned to their daily operations.

The result

"Hospitality with Holly" launched successfully, quickly becoming a go-to resource for hunting and fishing lodges looking to improve their guest services. The program received overwhelmingly positive feedback for its practical, hands-on approach and Holly’s engaging teaching style. Lodge owners and staff reported immediate improvements in guest satisfaction, with many noting that the training helped them create more memorable and personalized experiences for their guests.

The collaboration with LeaderPass Studios enabled Holly Hearn to expand her influence in the hospitality industry, positioning "Hospitality with Holly" as a benchmark for high-quality, specialized training in the lodge sector. The success of this program has opened the door for further collaborations and expansions into other areas of hospitality training.