Hotel Grande Bretagne The GB Talent Development Academy leads to our Guest Experience Excellence

Transcription

1 Hotel Grande Bretagne The GB Talent Development Academy leads to our Guest Experience Excellence October 5 th,2012 / Sustainable HR Practices : The Way Forward Conference

2 Hotel Grande Bretagne Agenda The GB Talent Development Academy leads to our Guest Experience Excellence The Value of Training & Development for our Associates The Importance of the working climate & conditions The Changing Environment The Commitment to be professionals & deliver Exceptional Guest Services

3 Hotel Grande Bretagne / Luxury Collection History as of 1874, complete renovation 03/2003 Ownership: Lampsa Hellenic Hotels S.A. Management contract: Starwood Hotels and Resorts Worldwide Inc Hotels around the world 9 different Brands Our Brand is the Luxury Collection

4 Hotel Grande Bretagne / Luxury Collection Statistics: Rooms 320 (60 Suites) Conference & Events Spaces1.739,4 m 2 Meeting Rooms 144,60 m 2 Outdoor pool Indoor pool & Spa facilities Headcount 370 (430 full season) Women: 43% Men: 57% Minimum Education in operations Depts. Technological Institute -ΤΕΙ Loyalty / Engagement Indicator average 7,5 years Average Age : 38

5 Getting to know our Operation Teams Front Line / Operations Support Functions / Back office Reception-Front Desk Butler Service Concierge Service Housekeeping Room Service Department Restaurants: GB Corner, GB Roof Garden, Winter Garden Bars: Alexander s, Alexander s Atrium Banquet Security Office Engineering Spa Executive Offices Revenue Management Marketing & Sales (Communications & Events) PR Accounting IT Purchasing HR

6 The Role of the Human Resources Department To attract, recruit, train, develop, motivate and retain the best people, in order to produce outstanding business results. To contribute in the creation of a satisfactory motivational working climate. To be a Strategic partner for profitable growth in Greece.

7 HR : OUR VISION Our vision is to be the Best Hotel of choice for the customer To keep focused on the Customer Service Excellence To keep focused on our Internal Working Climate & motivation To be the employer of choice within the hotel industry

8 The Environment is changing We clearly live in the Age of Great Change and we need to focus now more than ever on : We aim to deliver consistently Great Services by having fully-informed & well educated associates

9 Our mission in Training & Development Associate = Professional = Talent Our Win With Talent Competency Model Customer & Result Orientation, Focus on details & Quality, Innovation, Ability to change, Team Spirit, Leadership, Integrity, Consistency, Flexibility, Problem Solving With competencies & Skills that: 1)Continue to improve and give them the ability to be expert in their role & field 2)adjust to change 3)Development for future needs 4)Evolve so that employees are promoted & 5) Succeed in such a working environment, 6) promote our service standards

10 Our Service Standards Our Culture Luxury Collection Service Standards - Our Top priority is our Customers - We give attention to detail - We serve in the same way both our External & Internal Customer & Associate Understand our customers and support our associates with the proper knowledge and the suitable tools they need

11 Our Guest Experience Excellence LISTEN and UNDERSTAND our customers Needs Desires Expectations Emotions

12 Our Guest Experience Excellence Customer Service Excellence Our priority is to satisfy our guests in order: To deliver a 5 senses journey experience in the Hotel -Make them feel special -Deliver Personalized Services & EXCEPTIONAL INDIGENOUS EXPERIENCES Luxury collection motto : Life is a collection of experiences let us be your guide

13 The best Guide for our Associates is the GB Talent Development Academy Investing in our Associates in terms of knowledge, skills, competencies & behaviors through Starwood training programs & local HR training initiatives We Give Value to our Talents The GB Academy is The Map which guide our associates journey of knowledge in order to be able to provide high quality services to our guests

14 Training & Development The GB Academy EXCOM Member Supervisor -Skills -Competencies -Attitude Manager -Skills -Competencies -Behavior Senior Manager Train-the Trainer Managerial Skills Leading &Coaching the LC Complaint Handling Interviewing Skills E-learning Courses Leading People Development (MCE) Business Essentials Project Management Creating a high performance culture (LC) Social Media training Labor Law training Associates GB Induction, 2 week dept orientation, On the job training, Luxury Culture Brand Training, Service Culture, Guest satisfaction Awareness, Information Sessions

15 Training & Development Supervisor The GB Academy Manager Senior Manager -Skills -Competencies -Behavior EXCOM Member -Skills -Competencies -Behavior Leading Starwood Rooms Academy INSEAD Executive Coaching F & B Academy HOT Academy Sales Academy MCE Fundamentals of Strategy 360ο Feedback Talent Review Leadership Programs Coaching Mentoring Performance Management Training

16 2011 was another year of recession. We decided to invest on our T&D plan and managed to make a Year record on training hours. We have conducted total hours to our Hotel hours for the associate s team means that 12 hours each one hours for supervisor s team means that 33 hours per supervisor or / manager Departmental trainers (1 trainer per 10 associates) 2012 will end as another record year for T&D GB Academy - Results 2011 Training & Development

17 Valuable Tool to measure: Performance Management Process (PMP) & System - Our Philosophy: - By Improving our Human Capital we are developing our Company Performance Management PMP, Talent Management, Personal Development Plan Assessment / Development Centers Alternative career paths, Succession Planning, 360o Process New Projects, Task Forces to other Properties, International Assignments - Our Values on PMP: - Fairness, objectivity, respect to individuality &diversity due to different cultures, nationalities & generations at work

18 Identifying the different generations FOUR GENERATIONS IN THE WORKFORCE 1) Traditionalists in their 60s ( ) 2) Baby Boomers mid ( ) 3) Generation X late 20- early 40 ( ) 4) Generation Y mid 30- early 20 ( )

19 OUR VEHICLE TO SUCCESS & DEVELOPMENT IS OUR WORKING CLIMATE IN GB Beyond our difficulties and the environment that changes we aim TO: Deliver what our Guest is expecting Keep the moral & spirit up Remind all the Benefits, the working conditions Keep the engagement, commitment & loyalty of our Associates INTERNAL COMMUNICATION IS THE KEY REQUIREMENT

20 Different Channels for our Internal Communication

21 Communication of our Comp & Ben Policy and secure our Associate s motivation/awareness COMPENSATION & BENEFITS PROGRAMS Competitive compensation & rewards (were applicable, balance on New Labor Law & Collective Agreements with wage reductions) Bonus Scheme (unfortunately too difficult to accomplish) Staff Cafeteria Accommodation at Starwood Hotels in very low Room Rates Group Medical & Life Insurance Staff discounts through Corporate Suppliers, travel agencies, stores, restaurants.. INTERNAL COMMUNICATION PROGRAMS-CORPORATE EVENTS Christmas Party Event for our Associate s children Christmas Pita Cutting Event Associate s Summer Event(cocktail party to the pool bar or barbeque to Hotel beach)

22 Communication of our Recognition Programs and secure our Associate s motivation/awareness RECOGNITION PROGRAMS ON ASSOCIATES EXCELLENT CUSTOMER SERVICE DELIVERY Thank YOU Letter by the Guest and then General Manager Recognition of associates who are retired --> STARWOOD LEGACΥ PROGRAMS ( Accommodation in low room rates for the rest of their lives) RECOGNITION PROGRAMS GB STAR OF THE MONTH (employee of the month) GB STAR OF THE YEAR (employee of the year) BASKETBALL TEAM

23 GB STARS CELEBRATIONS IN 2011

24 New HR Initiatives & New Policies / Procedures LAUNCHED IN

25 MAY & JUNE 2012 Internal Document of Communication by the Human Resources Department / Εσωτερικό Έντυπο Επικοινωνίας από την ιεύθυνση Ανθρώπινου υναµικού

26 GB INVESTS ON OUR NEXT GENERATION (Generation Z ) New Educational Award for our Associates Children (12-18 years old) For children up to the age of 12 years old, every year we organize the Christmas Children Party (in 2011 we bought presents from Unicef) For children between 12 and 18 years old NEW policy for exceptional school performance (two kinds of awards) Our goal is to: express our interest in the Associates children & their future support the institution of education & the efforts of our students encourage the NEXT GENERATION to be prepared for the future job market demands Α) High School Students EDUCATIONAL AWARD Annual Average Grade of 18,7 & above 300 Euros Student achieving the highest grade of all 600 Euros. B) Lyceum School Students EDUCATIONAL AWARD Annual Average Grade of 18 & above 300 Euros Student achieving the highest grade of all 600Euros. Celebration: Award and a congratulation letter from the General Manager will be given during the Internal Company Event-Pita Cutting to the Associate s child.

27 New HR Initiatives & New Policies / Procedures LAUNCHED IN

28 F & B INITIATIVE GB Bar Academy Our Hotel organized training for excellent bartenders. Twelve associates from various departments (Front Office, Winter Garden, Alexander's, etc.) were trained by specialists in order to create a team called The GB Bar. 9 weeks training 2 lessons per week Nights out were organized at several bars in Athens in order for the candidates to meet professional bartenders and prepare drinks for the customers Lessons from famous bartenders Some of the courses that were taught are: Bar Management, Brand Knowledge & Spirit Tasting, Classic Cocktails, Molecular Mixology, GB Cocktails Menu. Those who passed all the tests were judged by a distinguished name of the bar scene in the final evaluation process. Those who succeed received a certificate of attendance. "The GB Bar" team is available for high-level events, conducted either at the hotel or for external events and catering.

29 OUR NEW GB Roof Garden Bar -Internal Document of Communication by the Human Resources Department / Εσωτερικό Έντυπο Επικοινωνίας από την ιεύθυνση Ανθρώπινου υναµικού

30 BEST ATHLETIC PERFORMANCE AWARD The Grande Bretagne Hotel in September 2010 launched the policy of the Best Athletic Performance Award for our Associates. Any Associates who participate in Pan-Hellenic, European or Worldwide Athletic Tournaments and gain significant recognition by achieving the first, second or third placement, will receive the GB Award for Athletic Achievement. The Best Athletic Performance Award acknowledges and rewards the athletic efforts and successes of our Associates and will be accompanied by a cheque for the following symbolic amounts: First Class Award 500 Second Class Award 350 Third Class Award 250 The policy was launched in with our new Corporate Responsibility initiative And our message that Physical Exercise= Health page 30

31 New initiatives for improvement main points

32 Develop & Focus on our Corporate Social Responsibility (CSR) Activities Our CSR Culture & Program is based on our 3 pillars: 1) Environment 2) Society & 3) People Posted on our site We train our associates in environmental protection techniques & Green Initiatives in the Hotel in order to reduce energy waste and apply all health & safety regulations We communicate our CSR activities internally and motivate our associates to participate & give their ideas

33 We discuss about Associates Motivation.. How we measure it? Major tool of satisfaction measurement is our Internal Employee Satisfaction Survey Our: Starvoice Engagement Index Indicators: Supervisor Effectiveness, Alignment, Collaboration and Recognition, Inclusion and integrity, Learning, Compensation and Benefits, Community Involvement, The Starwood Journey With our Key motto «Your opinion is Valuable to us»

34 RESULTS How we assess them Starvoice Engagement Index Reports for each department Collaboration with an External Service Partner Results Presentation Action Plans in 3 key indicators: Engagement Index, Supervisor Effectiveness, Collaboration.,

35 In order to continue deliver our Guest Experience Excellence and keep our spirit & moral up 1) Use Measurements of Group Results -GSI ( Guest Satisfaction Index), -LRA (Annual Index - mystery shopper), -StarVoice (Annual Engagement Index) 2) Participate in Competitions -Awards & Recognitions

36 In the middle of such a financial crisis our efforts focus on how to balance between : Associates emotions & psychology Celebrate the success and awards with all of them Be Realistic Give Hope & moral up keeping Develop Confidence Enhance Internal Communication Team Spirit & Collaboration Bring Results in a Competitive Market Develop Leadership Help our teams to become adopt at handling change Achieve Business goals & Increase Productivity Be Alert, Be Proactive, Be Flexible Be Professionals

37 Hotel Grande Bretagne Treat your Associates the way you want them to treat our Guests Mr. Tim Ananiadis General Manager/ Managing Director (to the GB Management Team) «This is the only WAY FORWARD for us»

38 Our aim is to be the Employer of Choice in the HOTEL & TOURIST INDUSTRY and the Best Hotel of Choice for our Guests & Customers Our Success relies on our Human Capital and our Commitment to Customer Service Excellence that we deliver