This document provides an overview of achieving excellence in the hotel industry. It discusses four key themes: defining direction by establishing a vision, mission, and strategic goals; effective leadership at all levels of the hotel; engaging employees; and becoming truly customer focused. Under each theme, the document outlines various principles and frameworks. For example, it describes developing a leadership competence model that clarifies expectations for what leaders must achieve and how they manage work. The document emphasizes that engaged employees, effective leadership, and a customer focus are important drivers of excellence in the hotel industry.
Strategic Workforce Planning PowerPoint Presentation Slides is a comprehensive solution for HR professionals to showcase talent management plans. This human resource strategy PPT theme touches key aspects like employee training, motivation, performance management, career planning, and employee engagement. The manpower management PowerPoint slideshow helps you to demonstrate talent management methodology. Highlight recruitment sources, process, and how to track recruitment activities by the means of this workforce management PPT template. Elucidating the hiring plan by department becomes easy using tabular formats of employee planning PowerPoint theme. Illustrate performance planning guidelines, performance coaching, and feedback through this staff management PPT slideshow and present types of goals and priorities. Showcase action plan for employee motivation in a concise tabular layout included in this personnel management PowerPoint template. So, download this HR planning PPT deck to demonstrate the fundamentals of strategic workforce planning. https://bit.ly/3dS7qkA
Presenting this set of slides with name - Employee Engagement Strategy Powerpoint Presentation Slides. We bring to you to the point topic specific slides with apt research and understanding. Putting forth our PPT deck comprises of thirty-eight slides. Our tailor-made Employee Engagement Strategy Powerpoint Presentation Slides editable presentation deck assists planners to segment and expounds the topic with brevity. Content and design of slides are fully editable make changes to colors, data, and fonts if needed. PPT slides are accessible in both widescreen and standard format. PowerPoint templates are compatible with Google Slides. Quick and risk-free downloading process. It can be easily converted into JPG or PDF format.
Strategic Workforce Planning PowerPoint Presentation Slides is a comprehensive solution for HR professionals to showcase talent management plans. This human resource strategy PPT theme touches key aspects like employee training, motivation, performance management, career planning, and employee engagement. The manpower management PowerPoint slideshow helps you to demonstrate talent management methodology. Highlight recruitment sources, process, and how to track recruitment activities by the means of this workforce management PPT template. Elucidating the hiring plan by department becomes easy using tabular formats of employee planning PowerPoint theme. Illustrate performance planning guidelines, performance coaching, and feedback through this staff management PPT slideshow and present types of goals and priorities. Showcase action plan for employee motivation in a concise tabular layout included in this personnel management PowerPoint template. So, download this HR planning PPT deck to demonstrate the fundamentals of strategic workforce planning. https://bit.ly/3dS7qkA
Presenting this set of slides with name - Employee Engagement Strategy Powerpoint Presentation Slides. We bring to you to the point topic specific slides with apt research and understanding. Putting forth our PPT deck comprises of thirty-eight slides. Our tailor-made Employee Engagement Strategy Powerpoint Presentation Slides editable presentation deck assists planners to segment and expounds the topic with brevity. Content and design of slides are fully editable make changes to colors, data, and fonts if needed. PPT slides are accessible in both widescreen and standard format. PowerPoint templates are compatible with Google Slides. Quick and risk-free downloading process. It can be easily converted into JPG or PDF format.
Building a Performance Culture: Using Technology to Demonstrate ValueThe HR Observer
No one would argue with the importance of the human edge in today’s businesses. It is the inevitable source of creativity, speed, tactics and performance. The value is un-debatable, but the approach to managing this human treasure is often debated; Hire or grow? Structure or flexibility? Invest in low performers or replace? There are a multitude of decisions to take. This presentation will highlight the issues faced by one Jordan’s telecom operators, Umniah. Rada will share with you Umniah’s approach in building performance culture, and she will demonstrate how technology has enabled this process.
Rada Hrout, HR Planning and Development Manager, Umniah
Reinventing Performance Management: How to Measure Performance, Boost Employe...Snag
Sleeplessness. Stomach aches. Paralyzing fear. These are just some of the symptoms many employees experience in the days leading up to a performance review. And it’s not just your employees dreading them … even 95% of managers aren’t satisfied with their company’s performance management process.
So why do we keep up the same ole-same ole review process when no one’s happy with it? Check out our ‘Reinventing Performance Management’ presentation with our performance management experts from Reliant and Love’s Travel Stops & Country Stores to:
-- Understand why so many of today’s performance management processes are broken … and how to fix them
-- Discover how to implement a review cycle that’s both regular and meaningful
-- Learn new performance management strategies to better engage team members and drive productivity
-- Find out how to streamline the review process to save time and resources
-- Determine whether your company is guilty of “rater bias” and how to avoid it
Measurement is the first step that leads to control and eventually to improvement. If you cannot measure something, you cannot understand it. If you cannot understand it, you cannot control it. If you cannot control it, you cannot improve it.” ― H. James Harrington
Workplace surveys are one of the most common tools used to sense employee pulse and learn what is important to employees. They are generally used to measure satisfaction levels, concerns, and confidence at work. Surveys provide hidden insights on specific as well as broad issues that go unnoticed by the management.
However, conducting a survey is only the first step towards greater engagement. The biggest failure of a survey happens when a survey is conducted before any action is taken for the last survey conducted. Creating a plan to act on the results and implement changes that are visible to others is equally important.
Employee Engagement for Outstanding PerformanceMcCauleyS
Employee Engagement drives performance, productivity and builds trust in any organisation. It is at the centre of organisational culture and at the heart of behaviour and attitude
Best Employee Recognition PowerPoint Presentation SlidesSlideTeam
Best Employee Recognition PowerPoint Presentation Slides offers a remarkable design for professionals to compile the core aspects of recognition programs. This reward management PPT theme helps you to consolidate company background in terms of employee productivity and revenue per employee. Represent the employee dissatisfaction reasons and the steps involved in creating a sound recognition program using reward program PowerPoint slideshow. This employee motivation PPT template helps you to showcase the employee recognition committee, identify the award types, and their frequency. Demonstrate the best employee selection timeline, and different recognition programs across various departments using this employee recognition award PowerPoint presentation. Highlight the impact of rewards program on the employee using parameters like productivity, and employee engagement through performance recognition PPT slideshow. Compile criteria like attitude, attendance, and ability to learn with the help of our employee of the year rewards program PowerPoint theme. Take advantage of impactful data visualization tools of employee recognition PPT slides deck and create a compelling presentation within moments. https://bit.ly/3hbl1nD
Renewergy Recognition and Rewards ProposalSabina Leybold
As part of my Communication Management Lab capstone, four other students and I created an employee recognition and rewards program for our simulated company Renewergy. Along with collaborating on the program's specific elements, I primarily analyzed research on trends and best practices in employee recognition, designed our program's evaluation methods (including developing the survey), and creating the newsletter from writing content to designing layout with InDesign.
Determine the organizational structure and design with the help of Organizational Planning PowerPoint Presentation Slides. Showcase various levels of company leadership hierarchy which assist in setting goals, monitoring results, and building a strong company. Utilize our content-ready organization management PPT slide deck and depict the current situation to analyze problem areas and company performance indicators. Effectively discuss the objectives of the management with the present level and target level task responsibilities. You can present an organizational development action plan based on themes like values and culture, people, structure, and system. This business planning PPT slideshow covers processes for the development of organizations with directions and tools to be used. We have also listed management styles with their features and their impact on organization and success rate. Also, management skills training with employees name, goals of training, need for training, and estimated cost. Furthermore, these organizational framework PPT visuals cover topics like leadership and control, communication at the workplace, work culture improvement plan, etc. Also depict the role of HR consulting in redesigning organizational structure, the role of team members, etc. by downloading ready-to-use organization structure PowerPoint infographics. https://bit.ly/3tCGrzG
Full Study: Performance Reviews Get a Failing GradeAdobe
We surveyed 1,500 U.S. office workers for their thoughts on performance reviews, and unsurprisingly, people aren't fans of them. What we did unearth though are interesting reactions and feelings about the process. Shift through the full report.
Curious about how we've ditched the reviews for the Check-In? More on that here (https://adobe.ly/2j5NLUe) with resources to employ the Check-In for your org here: http://www.adobe.com/check-in.html
Special thanks to all the people who made and released these awesome resources for free:
Presentation template by SlidesCarnival
Photographs by Unsplash
How to Dress for Success: Finding the Balance Between Personality and Profess...Jessica Fitzpatrick
This is a presentation I created for the students in the Indiana University of Pennsylvania Ambassadors Association. The presentation goes through building a professional wardrobe, specifics for men and women, and differentiating between business professional and business casual.
Building a Performance Culture: Using Technology to Demonstrate ValueThe HR Observer
No one would argue with the importance of the human edge in today’s businesses. It is the inevitable source of creativity, speed, tactics and performance. The value is un-debatable, but the approach to managing this human treasure is often debated; Hire or grow? Structure or flexibility? Invest in low performers or replace? There are a multitude of decisions to take. This presentation will highlight the issues faced by one Jordan’s telecom operators, Umniah. Rada will share with you Umniah’s approach in building performance culture, and she will demonstrate how technology has enabled this process.
Rada Hrout, HR Planning and Development Manager, Umniah
Reinventing Performance Management: How to Measure Performance, Boost Employe...Snag
Sleeplessness. Stomach aches. Paralyzing fear. These are just some of the symptoms many employees experience in the days leading up to a performance review. And it’s not just your employees dreading them … even 95% of managers aren’t satisfied with their company’s performance management process.
So why do we keep up the same ole-same ole review process when no one’s happy with it? Check out our ‘Reinventing Performance Management’ presentation with our performance management experts from Reliant and Love’s Travel Stops & Country Stores to:
-- Understand why so many of today’s performance management processes are broken … and how to fix them
-- Discover how to implement a review cycle that’s both regular and meaningful
-- Learn new performance management strategies to better engage team members and drive productivity
-- Find out how to streamline the review process to save time and resources
-- Determine whether your company is guilty of “rater bias” and how to avoid it
Measurement is the first step that leads to control and eventually to improvement. If you cannot measure something, you cannot understand it. If you cannot understand it, you cannot control it. If you cannot control it, you cannot improve it.” ― H. James Harrington
Workplace surveys are one of the most common tools used to sense employee pulse and learn what is important to employees. They are generally used to measure satisfaction levels, concerns, and confidence at work. Surveys provide hidden insights on specific as well as broad issues that go unnoticed by the management.
However, conducting a survey is only the first step towards greater engagement. The biggest failure of a survey happens when a survey is conducted before any action is taken for the last survey conducted. Creating a plan to act on the results and implement changes that are visible to others is equally important.
Employee Engagement for Outstanding PerformanceMcCauleyS
Employee Engagement drives performance, productivity and builds trust in any organisation. It is at the centre of organisational culture and at the heart of behaviour and attitude
Best Employee Recognition PowerPoint Presentation SlidesSlideTeam
Best Employee Recognition PowerPoint Presentation Slides offers a remarkable design for professionals to compile the core aspects of recognition programs. This reward management PPT theme helps you to consolidate company background in terms of employee productivity and revenue per employee. Represent the employee dissatisfaction reasons and the steps involved in creating a sound recognition program using reward program PowerPoint slideshow. This employee motivation PPT template helps you to showcase the employee recognition committee, identify the award types, and their frequency. Demonstrate the best employee selection timeline, and different recognition programs across various departments using this employee recognition award PowerPoint presentation. Highlight the impact of rewards program on the employee using parameters like productivity, and employee engagement through performance recognition PPT slideshow. Compile criteria like attitude, attendance, and ability to learn with the help of our employee of the year rewards program PowerPoint theme. Take advantage of impactful data visualization tools of employee recognition PPT slides deck and create a compelling presentation within moments. https://bit.ly/3hbl1nD
Renewergy Recognition and Rewards ProposalSabina Leybold
As part of my Communication Management Lab capstone, four other students and I created an employee recognition and rewards program for our simulated company Renewergy. Along with collaborating on the program's specific elements, I primarily analyzed research on trends and best practices in employee recognition, designed our program's evaluation methods (including developing the survey), and creating the newsletter from writing content to designing layout with InDesign.
Determine the organizational structure and design with the help of Organizational Planning PowerPoint Presentation Slides. Showcase various levels of company leadership hierarchy which assist in setting goals, monitoring results, and building a strong company. Utilize our content-ready organization management PPT slide deck and depict the current situation to analyze problem areas and company performance indicators. Effectively discuss the objectives of the management with the present level and target level task responsibilities. You can present an organizational development action plan based on themes like values and culture, people, structure, and system. This business planning PPT slideshow covers processes for the development of organizations with directions and tools to be used. We have also listed management styles with their features and their impact on organization and success rate. Also, management skills training with employees name, goals of training, need for training, and estimated cost. Furthermore, these organizational framework PPT visuals cover topics like leadership and control, communication at the workplace, work culture improvement plan, etc. Also depict the role of HR consulting in redesigning organizational structure, the role of team members, etc. by downloading ready-to-use organization structure PowerPoint infographics. https://bit.ly/3tCGrzG
Full Study: Performance Reviews Get a Failing GradeAdobe
We surveyed 1,500 U.S. office workers for their thoughts on performance reviews, and unsurprisingly, people aren't fans of them. What we did unearth though are interesting reactions and feelings about the process. Shift through the full report.
Curious about how we've ditched the reviews for the Check-In? More on that here (https://adobe.ly/2j5NLUe) with resources to employ the Check-In for your org here: http://www.adobe.com/check-in.html
Special thanks to all the people who made and released these awesome resources for free:
Presentation template by SlidesCarnival
Photographs by Unsplash
How to Dress for Success: Finding the Balance Between Personality and Profess...Jessica Fitzpatrick
This is a presentation I created for the students in the Indiana University of Pennsylvania Ambassadors Association. The presentation goes through building a professional wardrobe, specifics for men and women, and differentiating between business professional and business casual.
A training for new staff who will learn....
*The importance of Personal Hygiene
and Grooming
*Hotel Grooming Standards
*How to wash hands correctly
For more hospitality trainings visit
www.foodandbeveragetrainer.com
The Role of Leadership in Driving Excellencetheojamison
This presentation outlines what impedes organizations from achieving excellence, and leadership\'s role in creating and sustaining a culture of excellence.
Creating a High Performance Culture for Competitive AdvantageJoydeep Hor
In this webinar, Joydeep Hor the Managing Principal of the fastest growing workplace relations firm in Australia, People + Culture Strategies brings his 17+ years' experience in advising some of the world's largest corporations on what it takes to introduce a high performance culture.
What is your organisations currently like? Joydeep lists several questions for a self-audit.
What have some organisations done to address this?
This presentation was presented by Rami Barqouni on how to manage and develop your field service techs into talents benefitting your business and organizational strategy
The Power of Stay Interviews for Employee Engagement & RetentionBizLibrary
At first glance, stay interviews seem way too simple. Can managers really keep employees longer and cause them to work better, just by asking how they can help?
The answer is “yes”, and research tells us stay interviews can drive turnover down by 20% and more, and also improve employee engagement.
The reason is simple: Stay interviews help managers build trust with their teams. Well-respected research calls out these findings:
Voluntary turnover is skyrocketing in the U.S
Employee engagement has been flat for 15 years
Companies continuously survey employees and implement new programs to “fix” things
…All while employees most want a manager they can trust.
In fact, U.S. companies spend $1.5 billion each year to fix engagement but work around managers rather than through them…and hence make no progress at all.
Stay interviews offer retention and engagement solutions that cannot be achieved with employee surveys or exit surveys. These interviews are conducted one-on-one, put managers in the solution seat, and provide focus on top performers.
To be most effective, stay interviews must be implemented as a process rather than a one-time, solitary event. This process includes assigning managers retention goals, providing stay interview training to build probing skills, training managers to build effective, individualized stay plans, and forecasting how long each employee will stay.
What You’ll Learn
The value and limitations of employee surveys as they provide data but not solutions.
Study data that drives home the importance of supervisor effectiveness as the linchpin that drives each individual employee’s engagement and retention.
The value and techniques for converting engagement and retention to dollar values rather than continue to report them only as scores and percentages which fail to drive executive action.
Specific stay interview tools including questions to ask, data to record, and potential solutions.
The four required skills leaders must learn to make their interviews successful.
How to develop a tool to forecast employee turnover based on interview results.
This session is based on the presenter’s book, The Power of Stay Interviews for Engagement and Retention, which is Society for Human Resources Management’s top-selling book in history.
Have you ever had to coach a struggling employee only to find yourself struggling to provide them with meaningful feedback? You're not alone. While most nonprofit leaders recognize the importance of effective performance management, many are uncertain about how best to provide support. Consistent coaching and feedback is essential to maintaining a high performing culture and ensures that employee development remains firmly aligned with an organization's mission and culture.
Join the Cornerstone OnDemand Foundation and Gayle Loving, Practice Leader of Business Consulting, for this special presentation on Coaching and Performance Feedback for Nonprofit Leaders.
Viewers will learn:
• How to effectively integrate coaching and feedback into your performance evaluation process
• Best practices for providing meaningful and useful feedback and coaching to address performance issues
• How to work with your management team to ensure coaching is included in the performance evaluation process
Watch the recording at http://www.cornerstoneondemand.org/resources?type=2.
How to Improve Your Bottom-Line Through Employee EngagementDrake International
Employee engagement is a hot topic and a key concern for many companies. Despite the heightened focus, companies still struggle with these questions: Why should we invest in employee engagement? Where do we invest for the greatest impact? What is the tangible business value of internal communication?
In this webinar, we will explore how to improve employee engagement, ways to initiate strategic discussions in your organization, and the impact it has on your bottom-line.
3.0 Project 2_ Developing My Brand Identity Kit.pptxtanyjahb
A personal brand exploration presentation summarizes an individual's unique qualities and goals, covering strengths, values, passions, and target audience. It helps individuals understand what makes them stand out, their desired image, and how they aim to achieve it.
Personal Brand Statement:
As an Army veteran dedicated to lifelong learning, I bring a disciplined, strategic mindset to my pursuits. I am constantly expanding my knowledge to innovate and lead effectively. My journey is driven by a commitment to excellence, and to make a meaningful impact in the world.
Affordable Stationery Printing Services in Jaipur | Navpack n PrintNavpack & Print
Looking for professional printing services in Jaipur? Navpack n Print offers high-quality and affordable stationery printing for all your business needs. Stand out with custom stationery designs and fast turnaround times. Contact us today for a quote!
Discover the innovative and creative projects that highlight my journey throu...dylandmeas
Discover the innovative and creative projects that highlight my journey through Full Sail University. Below, you’ll find a collection of my work showcasing my skills and expertise in digital marketing, event planning, and media production.
What are the main advantages of using HR recruiter services.pdfHumanResourceDimensi1
HR recruiter services offer top talents to companies according to their specific needs. They handle all recruitment tasks from job posting to onboarding and help companies concentrate on their business growth. With their expertise and years of experience, they streamline the hiring process and save time and resources for the company.
Business Valuation Principles for EntrepreneursBen Wann
This insightful presentation is designed to equip entrepreneurs with the essential knowledge and tools needed to accurately value their businesses. Understanding business valuation is crucial for making informed decisions, whether you're seeking investment, planning to sell, or simply want to gauge your company's worth.
Unveiling the Secrets How Does Generative AI Work.pdfSam H
At its core, generative artificial intelligence relies on the concept of generative models, which serve as engines that churn out entirely new data resembling their training data. It is like a sculptor who has studied so many forms found in nature and then uses this knowledge to create sculptures from his imagination that have never been seen before anywhere else. If taken to cyberspace, gans work almost the same way.
Enterprise Excellence is Inclusive Excellence.pdfKaiNexus
Enterprise excellence and inclusive excellence are closely linked, and real-world challenges have shown that both are essential to the success of any organization. To achieve enterprise excellence, organizations must focus on improving their operations and processes while creating an inclusive environment that engages everyone. In this interactive session, the facilitator will highlight commonly established business practices and how they limit our ability to engage everyone every day. More importantly, though, participants will likely gain increased awareness of what we can do differently to maximize enterprise excellence through deliberate inclusion.
What is Enterprise Excellence?
Enterprise Excellence is a holistic approach that's aimed at achieving world-class performance across all aspects of the organization.
What might I learn?
A way to engage all in creating Inclusive Excellence. Lessons from the US military and their parallels to the story of Harry Potter. How belt systems and CI teams can destroy inclusive practices. How leadership language invites people to the party. There are three things leaders can do to engage everyone every day: maximizing psychological safety to create environments where folks learn, contribute, and challenge the status quo.
Who might benefit? Anyone and everyone leading folks from the shop floor to top floor.
Dr. William Harvey is a seasoned Operations Leader with extensive experience in chemical processing, manufacturing, and operations management. At Michelman, he currently oversees multiple sites, leading teams in strategic planning and coaching/practicing continuous improvement. William is set to start his eighth year of teaching at the University of Cincinnati where he teaches marketing, finance, and management. William holds various certifications in change management, quality, leadership, operational excellence, team building, and DiSC, among others.
"𝑩𝑬𝑮𝑼𝑵 𝑾𝑰𝑻𝑯 𝑻𝑱 𝑰𝑺 𝑯𝑨𝑳𝑭 𝑫𝑶𝑵𝑬"
𝐓𝐉 𝐂𝐨𝐦𝐬 (𝐓𝐉 𝐂𝐨𝐦𝐦𝐮𝐧𝐢𝐜𝐚𝐭𝐢𝐨𝐧𝐬) is a professional event agency that includes experts in the event-organizing market in Vietnam, Korea, and ASEAN countries. We provide unlimited types of events from Music concerts, Fan meetings, and Culture festivals to Corporate events, Internal company events, Golf tournaments, MICE events, and Exhibitions.
𝐓𝐉 𝐂𝐨𝐦𝐬 provides unlimited package services including such as Event organizing, Event planning, Event production, Manpower, PR marketing, Design 2D/3D, VIP protocols, Interpreter agency, etc.
Sports events - Golf competitions/billiards competitions/company sports events: dynamic and challenging
⭐ 𝐅𝐞𝐚𝐭𝐮𝐫𝐞𝐝 𝐩𝐫𝐨𝐣𝐞𝐜𝐭𝐬:
➢ 2024 BAEKHYUN [Lonsdaleite] IN HO CHI MINH
➢ SUPER JUNIOR-L.S.S. THE SHOW : Th3ee Guys in HO CHI MINH
➢FreenBecky 1st Fan Meeting in Vietnam
➢CHILDREN ART EXHIBITION 2024: BEYOND BARRIERS
➢ WOW K-Music Festival 2023
➢ Winner [CROSS] Tour in HCM
➢ Super Show 9 in HCM with Super Junior
➢ HCMC - Gyeongsangbuk-do Culture and Tourism Festival
➢ Korean Vietnam Partnership - Fair with LG
➢ Korean President visits Samsung Electronics R&D Center
➢ Vietnam Food Expo with Lotte Wellfood
"𝐄𝐯𝐞𝐫𝐲 𝐞𝐯𝐞𝐧𝐭 𝐢𝐬 𝐚 𝐬𝐭𝐨𝐫𝐲, 𝐚 𝐬𝐩𝐞𝐜𝐢𝐚𝐥 𝐣𝐨𝐮𝐫𝐧𝐞𝐲. 𝐖𝐞 𝐚𝐥𝐰𝐚𝐲𝐬 𝐛𝐞𝐥𝐢𝐞𝐯𝐞 𝐭𝐡𝐚𝐭 𝐬𝐡𝐨𝐫𝐭𝐥𝐲 𝐲𝐨𝐮 𝐰𝐢𝐥𝐥 𝐛𝐞 𝐚 𝐩𝐚𝐫𝐭 𝐨𝐟 𝐨𝐮𝐫 𝐬𝐭𝐨𝐫𝐢𝐞𝐬."
How to run a Great Hotel - Presentation to Northern Ireland Hotels Federation
1. Achieving Excellence in the Hotel
Industry
How to Run a Great Hotel
Enda Larkin
www.htc-consult.com
2. Focus of Today
THEME 1
DEFINE DIRECTION
What are you trying to
achieve?
Drivers of
Excellence
THEME 2
LEAD TO SUCCEED
How effective is Leadership at
all levels within your hotel?
THEME 3
ENGAGE YOUR EMPLOYEES
Are your employees fully
engaged?
THEME 4
CAPTIVATE YOUR CUSTOMERS
Are you truly customer
focused?
6. Impact of the Drive for Excellence
One definitive study – presented by the British Quality
Foundation - examined performance in nearly 600 award
winning companies.
Looked at a period from five years before achievement of
an award to five years after the award was achieved.
15. The Strategic Map
Stakeholder Focused
How will
we know
we are
getting
there?
How will we
get there?
Where do we
want to be?
Where
are we
Now?
Current
Position
Vision
&
Mission
Goals Strategy
Annual
Plan
Measure
Progress
Continuous Improvement
16. Where are we now?
Stakeholder Focused
Where
are we
Now?
Current
Position
17. Where are we now?
Means truly understanding your current position by conducting
research and preparing a fact-based SWOT analysis:
The current internal Strengths and Weaknesses of your
hotel - which in essence helps you to answer where are we
now?
The Opportunities and Threats you face in the external
business environment which will later influence how you
answer where do we want to be?
18. Where do we want to be?
Stakeholder Focused
Where do we
want to be?
Where
are we
Now?
Current
Position
Vision
&
Mission
19. Vision
Vision
To become the leading independent 4* hotel in London
providing excellent products and services at reasonable prices
to every customer, every time
20. Mission
Mission
Our customers are our priority and we will provide them with
a quality experience which is second to none.
We recognise the importance of our employees in achieving
this and we will create a positive working environment
which encourages their loyalty, commitment and hard
work.
We strive to be excellent leaders and will undertake all our
business activities in an honest and ethical manner to
provide a fair return on our investment
21. The Strategic Map
Stakeholder Focused
Where do we
want to be?
Where
are we
Now?
Current
Position
Vision
&
Mission
Goals
22. From Mission to Goals
Mission
Our customers
are our priority
and we will
provide them
with a quality
experience which
is second to
none.
Goals
• To increase the number of
repeat customers to 40%
within three years
• To increase Customer
Satisfaction levels to 90%
within two years
• To continuously increase
our scores on internal and
external quality audits
23. From Mission to Goals
Mission
We recognise the
importance of our
employees in
achieving this and
we will create a
positive working
environment which
encourages their
loyalty, commitment
and hard work.
Goals
• To reduce employee
turnover to 20% within three
years
• To achieve an average rating
of 75% from employee
engagement surveys
• To introduce a bonus
scheme for all employees
within three years
24. From Mission to Goals
Mission
We strive to be
excellent leaders
and will undertake
all our business
activities in an
honest and ethical
manner to provide a
fair return on our
investment
Goals
• To increase net profit to 15%
of sales within two years
• To increase RevPar by 5%
annually
• To increase restaurant
throughput to 1500 covers per
week within two years
• To reduce labour costs to 40%
within two years
25. The Strategic Map
Stakeholder Focused
How will
we know
we are
getting
there?
How will we
get there?
Where do we
want to be?
Where
are we
Now?
Current
Position
Vision
&
Mission
Goals Strategy
Annual
Plan
Measure
Progress
Continuous Improvement
27. THEME 2
LEAD TO SUCCEED
How effective is
Leadership at all levels
within your hotel?
28. Leadership Concerns. . .
Dimensions
of Work
The
What
The
How
The
Who
What you want to achieve
Goals & Objectives
Targets
Plans
Outcomes
How the work is done
Processes
Procedures
Who does the work
Employees
29. The Human Equation
The Who
Engaged
Employees
Employees
Lead
to
The How
Productivity,
efficiency and
quality
Processes
Results
in
The What
Outcomes
Achieved &
Satisfied
Stakeholders
Results
Engaged employees deliver better results. Effective
leadership engages employees!
31. Lead and Manage
Engage
Engaging People to ensure their
commitment, competence and motivation
(The Who)
The
‘leading’
part
Achieve
Focusing on Process to ensure productivity,
efficiency and quality, in order to achieve the
Performance and results required
(The What and How)
The
‘managing’
part
34. Clarifying the ‘What’
– Process Mapping
Monitor & Review
Food & Beverage
Service
Effectiveness
Ensure Full Legal
Compliance
Optimise use
of IT Resources
Manage
Facilities
Complete
Financial
Duties
Manage HR
Activities
Manage the Quality
of the Customer
Experience
Prepare for
Service
Support Marketing
& Promotion
Efforts
Food & Beverage
Service
35. Clarifying the ‘What’ – Process
Mapping
Gather Feedback
according
to agreed
procedures
Handle Billing &
Payment
Deliver high quality
service
(SOPs)
Greeting &
Seating
(SOPs)
Handling
Reservations
Manage the Quality
of the Customer
Experience
Deal with
complaints/problems
(SOPs)
37. Leadership Competence Model
The What Possible Targets
Expected
Results – What
they must
Achieve
Meet revenue targets
Achieve cost percentages
Increase customer satisfaction ratings for
their area
Lower employee turnover in their area
Reduce number of accidents in their area
Meet the requirements for training hours
provided to staff
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38. Leadership Competence Model
The How Possible Criteria
Expectations
in relation to
how the
workload is
managed
Effectively plan and organise the workload in
their department
Manage resources to achieve the objectives
agreed for their area
Provide clear direction and guidance to their
employees
Ensure that work in their area is consistently
carried out to the standard required
Constantly strive to improve overall quality
and promote continuous improvement in their
area
39. Leadership Competence Model
The Who Possible Criteria
Expectations
regarding how
they lead
(Engage)
Demonstrate high levels of energy,
enthusiasm and professionalism
Show concern for their team members and
interact with them in a positive manner
Treat all team members equally and fairly
Apply flexible leadership styles and regularly
show an ability to adjust their approach to deal
with different people and situations
Communicate in a structured and effective
manner with their team
41. Some Evidence
Gallup Q 12 Survey
The Three Types of Employees
Engaged – employees work with
passion and feel a profound connection
to their company
Not Engaged – employees are essentially
‘Checked Out’. Sleepwalking through their
working day
Actively Disengaged – employees aren’t just
unhappy at work, they’re busy acting out their
unhappiness
29%
55%
16%
43. CIPD Survey
Only 37% of employees had confidence in their senior
management team
Only 34% trusted their senior managers
42% didn’t feel they were kept well informed about
what’s going on in their organization
30% indicate that their manager rarely or never gives
feedback on their performance
25% felt completely undervalued
Only 50% of employees feel that their senior managers
have a clear vision of where the organisation is going
45. Research
Organisations with highly engaged employees achieve twice
the annual net income of organisations whose employees lag
on engagement. (Kenexa Research Institute - WorkTrends
Report, 2008)
Organisations with high levels of employee engagement have
2.6 times the earnings per share (EPS) growth rate compared
to organizations with lower engagement in the same industry.
(Gallup - Engagement Study)
Highly engaged employees miss 20 percent fewer days of work
and are almost 80 percent more likely to be top performers.
(Towers Watson)
48. Achieving Consistency (S)
The Route to Service Excellence
ExperienceExpectations Evaluation
What are your
customers’
common and
specific
expectations?
How do you define
them?
Physical
Products
People
Procedures
How does the
experience you
offer rate against
the quality
continuum?
Are you exceeding
your customers’
expectations?
How do you know?
51. Achieving S + 1
Adding value through providing +1s for customers.
+1s may be relevant to physical, product, people or
procedural elements within the customer experience.
They can be designed to meet specific customer
expectations identified from your interactions with your key
customer groups.
Most of the time though, the +1s are common sense and
can be very simply applied, such as the little things that
your employees say or do to make your customers feel
special.