As the lead design agent and facilitator at Akamai Training & Consulting, Corey Campbell specializes in designing and facilitating custom-built programming for companies seeking to enhance their customer service scores and drive their internal leadership development. Akamai Training’s programming connects employees to their individual passion points and attaches those to the company’s goals, thereby maximizing potential and establishing long-term motivation.
Campbell conducts several types of training events, all of which are customized to each individual company based on their performance measurements, goals and desired outcomes. The company’s executive leadership retreats focus on program content and facilitation—past sessions have included elements such as strategic goal planning, mission statement creation, service culture implementation, succession planning, managing effectively to generational differences, SWOT (strengths, weaknesses, opportunities, threats) analysis and leadership education, including driving performance, establishing credibility, increasing emotional intelligence and enhancing supervisor relationship skills.
Campbell’s module training offerings cover presentation skills and public speaking, leadership-versus-management training; customer service, cross-cultural understanding, the power of branding, building collaboration, holding others accountable, effective communication, emotional Intelligence and driving performance.
Prior to founding Akamai Training & Consulting, Campbell was responsible for the effective coordination, implementation, maintenance and evaluation of the learning and development strategy, standards and processes within the four major Starwood Resorts in Waikiki: Sheraton Waikiki, Sheraton Princess Kaiulani, Moana Surfrider, a Westin Resort & Spa and The Royal Hawaiian, A Luxury Collection Resort. He worked collaboratively with the area managing director, resort general managers and human resources teams to deliver training results that positively impact key Starwood measurements, including guest and associate satisfaction scores.
Campbell conducted needs-based analysis reports to identify property and Waikiki area strengths and opportunities and created and delivered training to impact the results. He rolled out and delivered the next generation of service culture training and ensured property compliance. Campbell also implemented Starwood global and divisional program initiatives that strengthened core competencies, built guest loyalty and improved business performance in the Waikiki area and Hawai‘i region.
He oversaw the Waikiki Starwood Complex training, tracking and completion scores, ethics and compliance training and the promotion and utilization of the development center and necessary online training.
He motivated, developed and inspired associates and managers to consistently deliver exceptional customer service and leadership and administered mentorship programs to help all hotel staff reach their potential.
As an executive committee member for Starwood, Campbell was responsible for driving all components of the Starwood learning and development experience for more than 900 associates, including the facilitation, organization, delivery and tracking necessary to maintain completion scores above 90 percent for all Starwood programming.
He worked in conjunction with the regional director of human resources and Waikiki hotel teams to develop and employ plans to ensure human resources wass a strategic partner to the hotel operation’s initiatives and metrics. He also collaborated with the Waikiki Complex sales leadership team and conducted strategy-planning retreats to achieve sales metrics and enhance communication to the four Waikiki Starwood properties.
Campbell partnered with department heads to identify performance gaps, associate-engagement issues and guest-service challenges and then applied existing Starwood training programs and developed and administered impactful new workshops to create solutions.
He communicated training and development standards and methodology and ensured compliance across all departments in quality assurance, safety and compliance metrics. In Campbell’s North America regional role, he provided brand training, customer service training and leadership development to all management teams in new hotels and brand transitions in the North America region within the Sheraton, Westin, St. Regis, Luxury Collection, Four Points by Sheraton and Le Meridien brands.
He created, conducted and executed all regional five-day property service culture trainer certification programs, including presentation skills, content deep dives, on-site coaching and development and skill assessment. Campbell also designed, developed and implemented new training programs and activities to strengthen service culture within Starwood Hotels & Resorts nationwide and positively impacted service-based measurables.
He facilitated senior executive programs and general manager orientations to develop and grow Starwood’s elite leaders of the future. At The Royal Hawaiian, A Luxury Collection Resort and the Sheraton Waikiki, Campbell was responsible for pre- and post-opening learning and development for all Royal Hawaiian resort departments, including design, strategy and implementation of all training initiatives. He organized a 10-day pre-opening orientation and training program for 400 associates.
This included developing detailed procedures and standard job skills manuals for all departments to reflect the brand standards of The Luxury Collection and creating and rolling out departmental audit standards checklists to promote continuous learning and reinforcement. He conducted departmental retreats and meetings, including analysis of key Starwood measurables, creation of goals and facilitation of team-building activities. He also created personalized departmental videos to foster sustained service culture transformation and motivation to provide consistent on-brand behavior.
As a certified facilitator in Starwood’s premier leadership training program, Campbell served as a co-facilitator for the company’s Hawai‘i-based programs. He also served as an executive committee member for The Royal Hawaiian and the Sheraton Waikiki. Campbell facilitated modules on a continual basis to associate and management level in a range of Starwood training initiatives.
Later Campbell served as the regional building and coaching culture certified trainer and co-facilitated train-the-trainer sessions on Maui and O‘ahu. He co-facilitated brand, experience and voice train-the-trainer sessions with the regional service culture team in Phoenix, Arizona, and O‘ahu.