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£100k saved and 90%+ compliance achieved – Butlin’s transforms training with Mapal

Butlin’s is a British holiday resort icon, founded to bring seaside fun to families across the UK. With over 5,000 team members delivering high-energy guest experiences across three vibrant sites, Butlin’s knows that great holidays start with great people. That’s why the team partnered with Mapal to evolve their approach to training, creating a branded, engaging and effective experience – and saw instant results. 

The challenge 

With thousands of staff operating in fast-paced, guest-facing roles, Butlin’s needed a solution that would allow them to train at scale, improve consistency, and stay on top of compliance – without losing the personal touch that defines their brand. 

They also needed to address inefficiencies – from time-consuming admin to disengaged teams – and build a smoother onboarding experience across all three resorts. 

“Ultimately, we had some feedback that some of our team were finding it a little bit of a challenge. We also saw an increase in hours, the amount of time they were spending on that.”

Glenn Terell, Head of Learning and Development, Butlin's

The solution 

Glenn’s team relaunched their training with Flow Learning, Mapal’s hospitality-first LMS designed for frontline teams. They rewrote key modules in Butlin’s tone of voice, refreshed the visuals and user experience, and used Flow’s intuitive admin tools to streamline delivery and reporting – all with the care and guidance of Mapal’s Customer Success team. 

Because Flow Learning was built for hospitality, it fit the Butlin’s environment perfectly – fast-paced, people-first and mobile-ready. Managers could assign and track training in real time. New starters could get up to speed faster. And the team’s enthusiasm came back almost overnight. 

“We actually took that content, we rewrote it in our language and made it very brand specific to us. We saw an increase in engagement scores. We saw an increase in how quickly people completed the training... it's really, really, really helped our engagement.

Glenn Terell, Head of Learning and Development, Butlin’s

Keeping the Butlin's magic alive

With Flow Learning in place, Butlin’s saw a remarkable uplift in completion, engagement and time savings: 

  • 74% of required training completed in the first six weeks 

  • Over 90% completion within two months – with no chasing 

  • ~£100,000 in labour cost savings from better staff retention and reduced admin 

  • Faster onboarding with improved engagement 

  • Team turnover down in the first 90 days of employment 

  • NPS increase of up to 20%, thanks to more confident, guest-ready teams 

Beyond the numbers, Glenn’s team noticed a shift in ownership and pride.

“The feedback was instant. People felt supported – and they could actually see their own progress.”

Glenn Terell, Head of Learning and Development, Butlin's

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By implementing Flow Learning, Butlin’s delivers a more personalised, engaging training experience that saves time, reduces turnover and builds team confidence from day one. With branded content, streamlined admin and powerful reporting, the L&D team is supporting great holidays – by starting with great onboarding. 

Key results
  • 90%+ training completion in under two months
  • £100k+ saved in labour and onboarding time
  • Faster, more confident new starters
  • Higher guest satisfaction and stronger NPS

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