Pomeroy Lodging | 75 hours saved per 100 new hires

Since partnering with eduMe, Pomeroy Lodging has seen:

• A 5x increase in frontline employees regularly accessing role-related guidance 
• An 85% training completion rate, and 86% average assessment score 

• 75 hours per 100 new hires onboarded saved

Pomeroy Lodging, Western Canada's leader in hospitality and lodging services, operates a diverse portfolio of hotels, Nordic spas, and resorts across Alberta, British Columbia, and Alaska.

With three distinct property types each offering different guest services, North American expansion plans, and a workforce spanning front desk agents, spa attendants, housekeepers, and maintenance technicians, ensuring consistent performance by role across locations became increasingly critical to uphold the service standard level established by the brand and known by customers.

We've got hotels, spas and resorts all over, so that consistency piece is really huge.

To achieve this, they partnered with eduMe.

Pomeroy Lodging's Challenge

Previously the company relied on in-person workshops, orientation sessions, and a legacy LMS.

This meant that training delivery fell heavily on ground teams and operational leaders, who were responsible for both formal sessions and the follow-up needed to verify capability -  a model that became harder to ensure consistency across, especially in light of the company's international expansion.

We wanted to transition to something a bit more modern.

Pomeroy needed to reach every member of their frontline workforce with role-specific guidance they could consult at will, that would empower them to ramp up fast and operate seamlessly day-to-day, while reducing reliance on local managers as employees' first port of call.

eduMe's Solution

In eduMe, Pomeroy Lodging found a frontline enablement platform that allowed them to distribute site and role-specific enablement with ease - supporting them in maintaining day-to-day operational excellence.

Pomeroy Lodging's Strategy for Consistent Frontline Enablement

1. Embedding enablement within a highly used platform

Beekeeper, a platform for employee communications, was already in use at the company -and where Pomeroy's frontline kept track of shift updates, communications, and stayed in-the-know about property updates.

It was really important to us that they weren't having to log into a bunch of different things.

By leveraging an in-use tool with existing high adoption, and embedding enablement directly into a 'high traffic', visible area - the company  maximized organic engagement with materials. 

From the user side, the experience was one of cohesion and ease - they imperceptibly drop from Beekeeper into eduMe via the Beekeeper home tab, without having to log into another account, switch or download apps.

They log onto Beekeeper, and then they can just click to access all their courses. It's a really seamless user experience, where they don't feel like they're being shuffled around. 

2. Easy segmentation for role-specific content delivery at scale

eduMe connects - via Beekeeper - to Pomeroy Lodging's HRIS.

Our HRIS system is the source of truth.

This means the workforce structure their people team maintains automatically translates into training audiences. Employee data - property, role, department - flows from the HRIS into eduMe via Beekeeper, meaning user groups are built and maintained automatically, without L&D input.

We wanted a system that would connect with our internal systems and speak properly, and eduMe was really flexible.

As Pomeroy grows into new properties and brings on new teams, the information about tenured employees remains up to date and accurately reflected in all three systems.

3. A two-way, multi-author content creation strategy 

To make sure content delivered resonates with their workforce, Pomeroy employs a bidirectional and multi-contributor strategy.

We're on a mission to take all of our SOPs and use eduMe to bring them to life for our frontline.

To do this, Pomeroy appointed a dedicated in-field content creator to build procedural content alongside the L&D team - SOPs and operational guides produced from the daily realities of ground teams across properties. 

Now we have a really dedicated content creator which is huge for us.

In-field content complements the longer-form soft skills and leadership training delivered centrally by L&D, ensuring the content library covers both in-the-moment reference and structured learning for behavior change.

4. Using digital assessments to help verify skill and competence  

Capability verification used to mean manager-led follow-up: coaching sessions, observation, and informal checks that varied by property.

Before eduMe, we relied heavily on in-person reinforcement. Managers had to do a lot of follow-up, on-the-job coaching, to make sure they understood. 

With assessment data now available across the workforce, Pomeroy can confirm readiness rather than assume it - and identify gaps before they show up in service delivery.

It's great to be able to have the confidence that they not only took the course, but understand it well.

Results

Since implementing eduMe, Pomeroy Lodging has seen a fivefold increase in frontline employees regularly accessing training and 85% training completion rates - a direct result of putting content inside a platform their workforce was already in every day.

Using eduMe as a key onboarding lever has returned 75 hours per 100 new hires to leaders, allowing managers room to focus on operations over informational delivery.  

We're freeing up time for our leaders. They are so busy.. To be able to put a new employee in front of eduMe has been really great. Really been a time saver.

Assessment data has given the L&D team visibility into capability across the workforce for the first time -  with an 86% average assessment score for training on key business topics.

And with a new Nordic spa opening in the U.S., Pomeroy has built the foundation to ensure new teams are starting equipped to deliver to the same standard as every other property in the portfolio.

We're really excited to see eduMe become more connected to on-the-job performance.

The result is an operation where consistent execution across hotels, Nordic spas, and resorts no longer depends on leaders personally delivering and verifying training - it's built into the infrastructure.

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