Our Thinking

Training Industry Trends Alive at Hershey Entertainment & Resorts

Luke Kempski

Video Interview with training leader Clayton Lee

I recently read an article on the 2015 outlook of senior training executives in Chief Learning Officer  (CLO) magazine. Soon after, I was interviewing Clayton Lee a training leader at Hershey Entertainment & Resorts (HE&R) for our video blog and recognized connections with the survey results. Like the executives in the CLO survey, Clayton prioritizes HE&R’s training offerings to address the goals and needs of the business.  With entertainment programs, resort properties and restaurants and over 8,500 total employees, HE&R recognizes that training directly impacts the guest experience and the growth and success of their business.

At HE&R, they have aligned their training with the company’s business objectives in order to get the most value. At the core of their training offerings, is servicing their guests.


While instructor-led and on-the-job training make up the majority of training at HE&R, they have implemented a new learning management system and are working through the challenges of offering eLearning. They realize that eLearning will help them extend their training offering so that it positively impacts more employees.



Being a leader in the hospitality and tourism industry, HE&R knows the value of training especially when it comes to their seasonal and part-time employees. With thousands of employees (many of them new each year), consistent orientation and training can make the difference in each interaction with a guest. Ultimately, these interactions make up the guest experiences that influence the decisions about where people want to spend their leisure time and money.


As the survey featured in  Chief Learning Officer magazine indicates, organizations are demanding more from their learning and development organizations as they work to grow and compete in an improved economy. This can be a challenge for training organizations with limited staff and a high demand for their services.

Looking into the future, HE&R sees an increasing role for technology. As with other learning organizations, HE&R recognizes they need to leverage technology to influence the success and growth of the business. Technology is becoming essential to delivering quality learning content that improves the performance of a diverse workforce.


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