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Hotel group Jumeirah came to People 1st looking for a flexible ‘train the trainer’ solution, and has seen huge benefits to staff motivation and performance as a result.

The problem

Founded in 1997, Jumeirah operates 20 hotels across 9 destinations and its hotels and resorts are regarded as among the most luxurious and innovative in the world.

Operating in this demanding environment means that customer expectations are constantly evolving, and Jumeirah’s HR team was tasked with ensuring that the company’s high standards and excellent record for service and customer experience continued to be maintained and improved.

None of Jumeirah’s managers had previously received any formal training on training their own staff, and the team were looking for a flexible ‘train the trainer’ programme that would help managers embed intuitive customer service within their culture.

The solution

Jumeirah had heard of People 1st's renowned Group Training Certificate programme, which gives people the skills to delivering first-class training to groups of people, but releasing managers for the three days required to complete the programme was a challenge for the business.

We suggested our one-day Introduction to Effective Training programme as an alternative, which met Jumeirah’s needs perfectly, as it combines high-impact, quality training with a shorter delivery time. 

A number of staff over a range of roles, with a passion for training and development, were selected to complete the first programme and we delivered the programme for them in-house.

The results

The first programme has been so well received by the managers that Jumeirah is now planning to run further courses for other managers. Those that attended the programme gave excellent feedback and have shown great enthusiasm for their new roles.

It’s had a positive impact on performance too, with Jumeirah reporting that the newly-trained trainers have inspired the staff and given them a sense of pride and new energy.


“We knew of People 1st’s reputation for delivering excellent trainer-training, and felt that their programme content and delivery style matched with our way of working. There is an excellent synergy between People 1st’s culture and our own, which really enables them to understand and meet our needs. The Introduction to Effective Training was exactly what we were looking for – we’ve been delighted with the results and it’s now an integral part of our training plans.”
Ann Whelan, Vice President of Human Resources Europe, Jumeirah Group