How a luxury hotel group lifted manager confidence from 75% to 95%
An international luxury hotel group raised average manager confidence from 75% to 95% with World Class Manager®, the CPD-accredited management development programme. The result comes from 163 matched start and end ratings from 39 managers between 2019 and 2026, and 92% of those managers ended their modules more confident than they began.
The challenge: what hospitality managers said at the start
Hotel managers lead front-line teams where guest experience depends on how people are led every shift. When they joined, managers described their three greatest challenges in their own words. The most common were motivating and engaging the team (28%), communication (26%) and delegation (17%), coded from 99 managers’ answers.
What the organisation did
Between 2019 and 2026, 153 managers took part in World Class Manager®, the CPD-accredited management development programme from the Global Growth Institute. Managers worked through online modules, answered reflection questions in their own words and committed to actions with their own teams. Start and end ratings could be matched for 23 modules.
Manager confidence, start to end of each module
Results: manager confidence rose from 75% to 95%
Average confidence rose by 20 points, from 75% at the start of each module to 95% at the end. Across all World Class Manager® managers the rise is 23 points (71% to 94%). 92% of managers in this organisation ended their modules more confident than they began. The biggest gains came in these modules:
| Module | Start | End | Rise (points) | Matched ratings |
|---|---|---|---|---|
| Emotionally Intelligent Leadership | 75% | 98% | +23 | 24 |
| Managing Conflict | 74% | 97% | +23 | 27 |
| Managing Change | 80% | 95% | +15 | 22 |
What hospitality managers said about the impact
In their own words, from the programme’s reflection and review questions. Verbatim and unedited, original spelling kept, shortened only where marked.
I’m more confident delegating tasks, and I feel like it has definitely improved the productivity of my department
…I am more people focused now, which lead to a more family like atmosphere within the team…
The attention to detail is much better and the staff want to engage more both internally and externally
More understanding when really taking time to listen. This is great with finding a way together with the team to solve challenges.
Good motivator for team members as morale increases and people just enjoy working together more when they are able to communicate more freely and not feel overlooked.
How the results were measured
At the start of each module, every manager rated themselves on the module’s core skill. At the end of the module, they rated their confidence again. Both ratings are shown as a percentage of the top of the scale (1 to 5, or 1 to 10), matched for the same manager and module, and averaged across 163 matched pairs from 39 managers. Challenges are coded from managers’ own words. All figures are self-reported: they show how managers rate themselves, not business outcomes. The organisation is anonymised and shown by sector and region only.
Frequently asked questions
Does management training improve manager confidence in hospitality?
In this hospitality organisation it did. Average manager confidence rose from 75% at the start of each World Class Manager® module to 95% at the end, across 163 matched ratings from 39 managers (2019 to 2026). 92% of those managers ended their modules more confident than they began.
Which management skills improved most?
The largest rises were in Emotionally Intelligent Leadership (75% to 98%); Managing Conflict (74% to 97%); Managing Change (80% to 95%).
What challenges did managers in hospitality face?
In their own words at the start of the programme, managers most often named motivating and engaging the team (28%), communication (26%) and delegation (17%) as their greatest challenges.
How is the confidence score measured?
At the start of each module, every manager rates themselves on the module’s core skill. At the end of the module, they rate their confidence again. Both ratings are turned into a percentage of the top of the scale, matched for the same manager and module, and averaged. The score is self-reported: it shows how managers rate themselves, not business outcomes.
Are these results typical?
Yes. Across all 177 organisations in the matched data (28,460 ratings from 3,397 managers), average confidence rose from 71% to 94%. Every one of the 35 organisations with 15 or more managers in the matched data saw a rise, of between 16 and 34 points.
More case studies
The same pattern in every sector we have measured. See all ten case studies
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