Case Study: Rocky Mountaineer achieves increased quality-of-hire and reduced turnover with TalentClick

How a Hospitality & Tourism Company Improved ‘Quality of Hire’ for their Customer Service Staff

Rocky Mountaineer, a luxury rail-tour operator that welcomes nearly 2 million guests and hires large volumes of guest‑services staff each season, found its previous psychometric assessment ineffective at predicting top customer-facing performers. To address this hiring challenge, Rocky Mountaineer engaged TalentClick and used TalentClick’s assessment suite, including the Workstyle & Performance Profile (WPP), Work Values & Attitude (WVA) and the Leadership Profile (LP).

TalentClick ran stakeholder sessions in 2012, analyzed job performance data, benchmarked top performers and overlaid “ideal score ranges” onto applicant WPP and WVA results (with LP used for senior roles), plus ongoing training and support. As a result, TalentClick helped Rocky Mountaineer increase quality-of-hire (measured by job performance ratings), cut assessment times by over 50%, reduce turnover, improve guest satisfaction scores and better identify leaders.

Rocky Mountaineer

Amber Jordan

Sr. HR Manager