Commitment to excellence at the Forte Hotel Group

Abstract

The Forte Hotel Group today is very different from what it was three years ago. With the arrival of Antoine Cau as new chief executive at the beginning of 1998, the company was restructured into clear non‐competing brands. In line with the brand restructuring, the company also embarked on a radical culture change programme, commitment to excellence, which touched every single employee across Forte’s head offices and 250 hotels worldwide. The more than one million training hours required to implement commitment to excellence were phased over three years with the final group of hotels completing the training in September 2000. The positive impact on employee satisfaction and guest satisfaction is a clear indication that commitment to excellence is working and, to ensure continuous improvement, Forte has planned a wide range of activities to complement and reinforce the commitment to excellence ethos.

Citation

Erstad, M. (2001), "Commitment to excellence at the Forte Hotel Group", International Journal of Contemporary Hospitality Management, Vol. 13 No. 7, pp. 347-351. https://doi.org/10.1108/EUM0000000006004