SuccessFactors has allowed us to give a very clear set of hospitality behaviours and management behaviours that everybody aspires to at an appropriate level for their role
LONDON– 1 Nov. 2011 - SuccessFactors, Inc. (NYSE: SFSF), the global leader in business execution software, today announced that The Lancaster Landmark Hotel Group has built and deployed a competency framework using SuccessFactors to identify specific hospitality behaviours, and improve employee recruitment, retention, and engagement. The company initially deployed SuccessFactors Performance Management and Goal Management in 2008, and has now used the critical performance data gathered from SuccessFactors to identify and measure specific behaviours.
The entire hotel industry is facing the on-going challenge of a transient workforce. In many instances, front line hotel staff are not always working in the hotel as a long term career option. Yet these short term employees are the lasting face of the hotel - meeting and interacting with customers. With all hotels facing the same issue, the competition for skilled staff with the right behaviours makes strategic hiring and planning a difficult challenge to manage.
Will Newbigging, director of organisational development at the Lancaster Landmark Hotel Group explained, “We knew as a group that we needed the ability to hire the attitude and train the skill – not the other way around. Prior to implementing SuccessFactors, the feedback and the decision as to where somebody stood with their performance, and what opportunities were there for them were not really consolidated. SuccessFactors has allowed us to give a very clear set of hospitality behaviours and management behaviours that everybody aspires to at an appropriate level for their role, and enables us to give clear and regular performance reviews to them that will help us continue to meet our business objectives as effectively as we can.”
The company devised a consistent set of values and behaviours, and a framework to support the people management investment which initially began at the Lancaster Hotel, now rolled out across the group gaining a distinct competitive market advantage for its talent. Hiring people with the right behavioural fit is not only cost effective with regards to future coaching and training, but also helps contribute to existing employee retention in an industry characterised by a high churn rate. The company is now seeing a marked difference in its customer satisfaction levels, as well as employee engagement levels by meeting the very standards that the group has set for itself.
“SuccessFactors listened to us uniquely as to what we were trying to achieve, and they’ve been very flexible with us. We’re now looking at the Succession Management module, which will be the next stage of our implementation. SuccessFactors has opened our minds to what technology can do for us. We’re both curious and excited about what we can achieve as a business moving forward.”
About The Lancaster Landmark Hotel Group
The Lancaster Landmark Hotel Group specialises in the four and five star sector of the hotel market. The company owns and operates three prestigious London hotels, including The Landmark London, The Lancaster Hotel, as well as the K West Hotel & Spa. The company is Thai owned and has sister properties in Bangkok, Thailand. With 600 employees, the hotels are each run as an independent business and operate as separate entities. The group prides itself in offering outstanding facilities and a high level of professionalism, unrivalled in Europe.
About SuccessFactors, Inc.
SuccessFactors is the leading provider of cloud-based Business Execution Software, and delivers business alignment, team execution, people performance, and learning management solutions to organizations of all sizes across more than 60 industries. With approximately 15 million subscription seats globally, we strive to delight our customers by delivering innovative solutions, content and analytics, process expertise and best practices insights from serving our broad and diverse customer base. Today, we have more than 3,500 customers in more than 168 countries using our application suite in 34 languages.
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