The challenge:
The company
- A globally recognised hotel and hospitality chain, this business is undertaking a major re-branding of certain hotel sites to offer a superior 4-star service to the business and leisure customers
- Multi million pound investment includes room refurbishments, technological innovation in guest areas and staff services, and a fresh approach to service that encourages every front and back of house team member to take responsibility for every guest’s experience
Their Challenge
- Along with a big investment in the hotel environments, the brand and leadership teams wanted to invest in supporting employees to deliver great customer service
- However, the hotels had to continue to trade throughout the refurbishment and training period, and the transition to the new brand and service culture had to be seamless; with a defined date for ‘Go Live’ switchover
- 24 hour service operation meant night and day shifts also had to be factored in to the learning journey, which had to be delivered to between 80-100 staff in a 12 week period
The Model
We created a programme based on ‘Connected Culture’ – a holistic approach to supporting culture transformation.
Connected Culture means;
A culture where the individuals unique contribution is maximised and recognised to aid the collective achievement of the organisation goals
A culture where the answer to the ‘Why?’ question forms the bedrock of every decision and activity
A culture where alignment to the organisation purpose and values is clear from topfloor to shopfloor
