In 2023, 68% of data breaches were caused by employee errors or social engineering. Given this, the need for an organisational security awareness training program is undeniable.

However, this may be easier said than done for hoteliers who are often juggling other training requirements, high employee turnover, and a demanding operational environment.

It may seem overwhelming to roll out a comprehensive training program, but it doesn’t have to be.

In this week’s edition of the VENZA Echo, we’re exploring the vital role VENZA Customer Success Coaches play in helping hoteliers deliver and drive information security training initiatives across their organisations.

What is a Customer Success Coach?

VENZA clients are often paired with a dedicated Customer Success Coach. Coaches assist with the VENZA program and program onboarding, developing roadmaps, and serve as a consistent point of contact for any questions.

Unlike traditional customer service roles that primarily act as company liaisons, VENZA’s coaches take on a broader range of responsibilities. Their mission goes beyond just ensuring the successful rollout of VENZA programs; they are committed to fostering a security-conscious organisation.

To accomplish this, they develop a tailored approach to delivering security awareness training and offer actionable steps to ensure accountability throughout an organisation.

Customized Approach

Like a sports coach, VENZA Customer Success Coaches are dedicated to driving clients toward success by offering personalized guidance.

Just as every team member brings unique strengths and challenges to a team, each client presents distinct needs and goals.

This requires more than a one-size-fits-all approach. Customer Success Coaches must create plans that account for each hotel management company’s unique operational demands.

To deliver tailored guidance, a Customer Success Coach begins with a thorough exploration of a company’s existing training programs, specific vulnerabilities, and overall organisational goals.

This personalized approach includes:

1. Custom Training Strategies: Supporting clients in creating customized training strategies that meet their specific needs. This involves advising on the best content and delivery methods, whether it be in-person sessions, online modules, or a blended learning approach.

2. Strategic Rollout Plans: Developing a detailed rollout plan that fits the company’s operational schedule to ensure minimal disruption. This includes deploying VENZA’s existing launch guides and resources to key contacts to engage locations and build adoption.

3. Ongoing Support: Offering ongoing support and making necessary adjustments based on feedback, progress, and any changes in the company’s operational environment or security landscape.

4. Communication Strategies: Guiding clients on effectively communicating security policies and practices to all levels of staff, from frontline employees to upper management. VENZA’s crafted communication templates are used to engage employees and keep security top of mind across the organisation.

5. Risk Mitigation: Providing targeted tactics and resources to address high-risk areas within the organisation. Coaches leverage VENZA’s extensive hospitality-focused resources to deliver the most suitable solutions for the client, eliminating the need for independent search.

Personalized attention not only helps in meeting immediate goals but also in establishing long-term security practices that evolve alongside the organisation’s needs.

Fostering Accountability

Customer Success Coaches play a pivotal role in fostering accountability throughout a hotel management company. They work to embed a culture of responsibility that ensures long-term adherence to security practices.

This involves not only providing the necessary tools and resources but also empowering individuals at all levels to take an active role in maintaining the company’s security posture.

To foster accountability, coaches work alongside organisations to:

1. Define Roles: Helping clients establish clear lines of accountability within their organisation. This involves establishing new roles and responsibilities for members at each portfolio’s location to drive security onsite.

2. Reinforce: Implementing strategies to continuously reinforce the importance of security awareness. This includes regular training check-ins, tailored guidance to struggling properties, refresher training sessions, and reminders that keep security top of mind for all employees.

3. Track Progress: Setting up systems to monitor individual and team performance, followed by regular communication to ensure all organisation stakeholders know their standing.

4. Drive Compliance: Counselling teams to drive training adoption across the organisation. This involves supporting the implementation of strategies like recognition programs to foster a culture where accountability is both encouraged and rewarded.

By promoting accountability, Customer Success Coaches empower hotel management companies to build a resilient security culture that always remains vigilant.

Conclusion

Amidst growing cyber threats, the importance of tailored guidance and a robust culture of accountability has never been greater for hoteliers.

VENZA Customer Success Coaches play an essential role in this effort, helping organisations navigate the challenges of implementing and maintaining an effective security awareness training program.

Feeling overwhelmed? Don’t worry. As the leading experts in hospitality data protection, VENZA’s Customer Success Team offers expert guidance and customized solutions for hoteliers of all sizes.

Ready to get started? Contact Sales to discuss signing up for our programs or adding new solutions to your contract.

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