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Article
Publication date: 8 February 2016

Debrah Dhugga

DUKES LONDON Hotel was once a Mayfair favourite with the Queen Mother and the Princess of Wales – but had got to a stage where it was in danger of losing its five-star rating. New…

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Abstract

Purpose

DUKES LONDON Hotel was once a Mayfair favourite with the Queen Mother and the Princess of Wales – but had got to a stage where it was in danger of losing its five-star rating. New management meant an opportunity to re-engage with staff and use their strengths to create the best possible guest experience.

Design/methodology/approach

An ongoing programme of leadership and engagement workshops was run to create a family-style culture within the hotel, re-connecting employees with the hotel’s ambitions and their part in the plans.

Findings

The work has led to international awards for customer service, best hotel in London awards and increased profitability, and is now being used as the model to set up a new DUKES DUBAI hotel.

Originality/value

The work at DUKES LONDON demonstrates the importance of translating organisational values and goals for staff at every level, making use of management development to ensure the messages are easily understood as day-to-day behaviours and consistently monitored and appraised.

Details

Strategic HR Review, vol. 15 no. 1
Type: Research Article
ISSN: 1475-4398

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