Data collected through the mystery call services of HSA are made available for review as soon as calls are completed, with �real time� access 24/7 through web-based reports generated by Statability.  Employees, such as reservations agents, are evaluated on criteria that can be customized to individual hotel companies or brands, with results posted instantaneously.  This ensures that there is no delay between the collection point and time of accessibility to both property and corporate-level management.

When an employee�s performance on a criterion falls below standard, managers, supervisors and/or the employee can simply click on an icon located adjacent to the targeted score within the report and be hyperlinked immediately to the HSA University Learning Center.  This provides an opportunity for the individual to select from a variety of on-line training options that can assist them in improving selected behaviors so that productivity can be increased without delay.

Within each Learning Center, employees may select the type of developmental experience that fits best with their individual preference and learning style.  Options include comprehensive asynchronous courses with integrated assessment components at the end of each module, synchronous netconference presentations facilitated by live trainers, web casts of recorded short-duration training and orientation sessions, self-paced coaching modules that provide concise reviews of essential content with built-in testing elements, and NetForums that provide a platform for on-line discussion and exchange between employees and trainers.

HSA�s proprietary learning management system tracks employee interactions within the Learning Centers, providing management with reports on current and cumulative information such as individual and property group users, assessment scores showing correct and incorrect answers, Learning Center comparisons for individuals, properties, clusters or regions, as well as by brands; and, a wide range of other cumulative statistical and summary data related to individual, property and brand records.

One of the most strategic advantages this system provides is that information related to the employee�s learning activities could then be correlated with mystery call performance data.  This allows management to monitor progressive score movement in on-the-job applications as well as in the Learning Center environment; giving management the opportunity to make more timely, informed decisions related to proactive skill and knowledge development. 

The system is being launched on July 4, 2001 with a fully integrated English language Learning Center designed exclusively for Red Lion Hotels & Inns in North America.  This is followed with a customized Spanish language version for Grupo Posadas S.A., which is being introduced for their Latin American properties on August 1, 2001.  Pilot programs are currently in the final stages of evaluation for both organizations

HSA International specializes in the design, development and delivery of training programs, products and services created especially for the hospitality industry; including workshops, seminars, mystery calls, workplace displays and job aids, operations manuals and other tools for human resources development.  You can reach HSA at 954/432-7301 and www.hsa.com.

Statability provides customized reporting packages that are delivered via the internet.  These reporting tools enable all levels of management to better understand what is happening inside their business.  The instantaneous knowledge allows managers at all levels of the organization to be more effective and facilitate communication up and down the organization.  You can reach Statability at 952/322-5865 and www.statability.com.