IiP health and Wellbeing at the Landmark Hotel
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Transcript of IiP health and Wellbeing at the Landmark Hotel
Nicola Forshaw Director of Human Resources
Plan – Do - Review
Hygiene and Food handlersWithin an multicultural environment
• Multi-cultural environment
• Skill / Experience • Wide range of
expectations, needs and wants
• Transient workforce
• Most members of the team are communicating in 2nd /3rd language
• Variety of backgrounds • Career / job
Our People
• 24 / 7 operation• Busiest periods at
unsocial hours • High level of shift
patterns • Weekday / weekend /
Night / Holiday working
• Highly regulated environment
• Audited in every area– Health and Safety – Food Hygiene– Customer service
• Social media– Guest feedback
Our Business
Our Standards
To be better tomorrow than we are today
To actively look for the inches for improvement
To continue on our journey to be ‘World Class’
We promise to deliver memorable moments – to each other and our guests
To live and demonstrate our company values and behaviours
Everyone has a valuable contribution to make to our collective success
Front of House Back of HouseSupport
Learn from differences – embrace ideas/ opinions
Our Culture
Philosophy• Defining our expectation• Communicating our
expectation • Opportunities for
improvement • Stretching targets
Activity • Identify the employee journey • Map the guest journey –
World class • Identify measures of success • Identify opportunities to
celebrate success • Identify resources to enable
success • Golden ticket
– Celebrate / Recognition – Guest experience – Audit
Plan
Plan
Philosophy• Engage all team members with
the overall goal • Provide the tools to allow high
performance • Create an environment
– desire for empowerment– Desire for ownership
• Owning your own development
• Learn for life, not just the Landmark
Activity • E- learning • Class room learning – LDA• Departmental coaches • 5 minute learning • Master classes • On the job assessment • Scholarships • Apprentices• Progression levels • Accredited qualifications • Landmark Development Acadomy
Do
Do – Our partners
Philosophy• To develop PRIDE in
everything we do • Inclusive culture
Activity • We seek to Hire • Welcome day • Peer monitoring • Facilities – Showers /
toiletries / towels • Availability – In house store • Uniforms – provided• Laundry – daily • PRIDE in our Health and
Safety
Do
Do
Do
Philosophy• Holistic view
Activity • Occupational Health • Chiropodist (subsidised) • Discounted gym memberships • Great Central – menu options
– Salad bar– Fruit
• Cycle to work scheme • 5k / 10k fun runs • Football team • Employee assistance programme • Medial cash plans • Critical illness cover • Drug and alcohol awareness training
Do
Philosophy• Communication is key
Activity • Landmarkpride.com • Wellbeing days • Benefit – Team Teas
Do
Supportive Management
• Managers trained as trainers
• Quarterly reviews for all to monitor progress
• Personal Development Plans for all within 16 weeks of joining
• Honest succession planning
• Schedule learning and development activity within working time
• Build day release into working week
• Internal mentoring programme
• Departmental coaches
Supportive Management
• Graduation– Celebrate success
• Absence management – Holistic approach
• LDA – Executive team – Applicants – Graduations – Business projects
• Mentors • Project manager – Business projects
Supportive Management
Philosophy• To be better tomorrow that
we are today • To actively identify areas of
improvement • Measure against the
business goal
Activity • Qualifications • Personal and career
development • Hotel Performance
– Service Audits – H&S audits – Food safety Audits
• Retention
Review
Evaluation Health and Safety Audit score:
89%
Food Hygiene audit Score: Rated 5 (Top Score)
Engagement score (e-NPS): moved from 7% to22%
Turnover: 28% (Target 30%)
AA inspector score:94% (Target 88%)Average YTD 82%
Trip advisor rating: Position 94 (Target sub 100)
Work life Balance
Philosophy• Work hard, play hard• Take your holidays – evenly
throughout the year • To give a great performance
– we must feel great!
Actions • 5 days working • Back to Back shifts • Split shifts • Train whilst at work • On site tutors • On site assessments• Paid day to attend college
Work life Balance
Supportive Culture
• Themed lunch – Fun, learning,
understanding • Speak English • English classes – Basic – Intermediate – Advanced – Business writing – Business Administration
• Lead by example • Visual – Photos – Colours
• Learning styles • Communication • Reinforcement• Acknowledgement and
celebration of desired behaviours
Supportive Culture
Our People
