AMBA HOTEL CHARING CROSS
BUILDING A BETTER REPUTATION
Creating impact from the top to the bottom of a business and ensuring consistent measurable results, ZFL implements a number of strategies that are capable of turning businesses around. For the AMBA Hotel Charing Cross, Tripadvisor ranking was at 254 in London out of 1056. The customer service experience needed to be more consistent within the hotel in order to have a more positive impact on the bottom line.
REVENUE CLIMBED AS HOTEL'S REPUTATION INCREASED
As the value of the customer at the heart of the business was looked at, the experience that each customer received became apparent. Behaviors were then adopted to ensure the customer experience was right. Leaders were supported through one-to-ones provided with the tools and tactics for a number of given situations to aid and support individual needs.
VIRTUAL TRAINING MANAGER SOLUTION
ZFL was invited to become a ‘Virtual Training Manager’ spending 2.5 days each month in the hotel working with the teams at all levels. The ambition was to build confidence and to better understand the guests, colleagues and business needs. Furthermore, the leadership needed guidance to allow for teams and colleagues to be better supported as individuals. Looking at the primary issue, the mindset needed to be shifted to put the customer first, workshops were implemented to focus on the colleague’s delivery of a great service. Methods were provided through both group and individual sessions to look at and overcome challenges with leader and colleague development programs delivered.
- In 12 months the hotel went from 149 to 57 on Tripadvisor rankings
- Six months later it reached position 24 on Tripadvisor
- It is now ranked the No’ 5 hotel in London out of 1056
- The customer experience is now consistent
ED'S EASY DINER
IDENTIFYING PERSONALITIES THAT FIT THE SPIRIT OF A COMPANY
Demonstrating a capacity to deliver recruitment and assessment methodologies that inject the company ethos and culture into talent acquisition, ZFL helps to ensure the true essence of an organisation is reflected in its people from day one.
EXPANSION CREATED RECRUITMENT CHALLENGES
With an expansion drive in place that saw new premises opening on a monthly basis nationwide, Ed’s Easy Diner’s recruitment strategy faced some crucial challenges. Inundated with candidates, the application process was lengthy, tiresome and often ineffective. In response, ZFL reinvented Ed’s Recruitment Assessment Centre, streamlining the processes in place to offer newly revised business relevant activities that were carefully planned and executed with a reliable evaluation process implemented. The new system provided the ability to score individuals according to pre-determined values that showed if they were aligned to the culture and values of the company.
COMPANY CULTURE AS THE STAFF EXPERIENCE
The Ed’s Recruitment Assessment Centre offered activities that would provide a more realistic impression of an individual with practical concepts included to investigate attributes such as attention to detail, team work and problem solving. The simple evaluation methodology implemented eased the assessment process and as a result aided the recruitment decision making process.
- Better identification of candidates to fit company culture
- Staff retention greatly improved
- Time and cost savings
- New employees are aligned to company character and values from the outset
ED'S EASY DINER
DEVELOPING FUTURE LEADERS TO BUILD A STRONGER HOSPITALITY INDUSTRY
Working at the forefront of the industry to develop career orientated professionals, ZFL helps to equip employers with the ability to recognize leaders in the work place. Nurturing talent ensures high quality standards are developed and maintained across the hospitality industry.
PROMOTING CAREER PROGRESSION INDUSTRY WIDE
Ed’s Easy Diner recognizes the value in building a strong and highly professional industry. As a thought leader, the ambition was to develop and grow colleagues to become Management team of the future. Furthermore, having undergone huge expansion, it was crucial to maintain Ed’s brand standards and culture. The aim was to develop colleagues to become ‘Ed’s Graduate’s – individuals who take ownership of situations and show initiative in the work place.
ATTRACTING THE BEST BY DEVELOPING A MENTALITY TO BOOST REPUTATION
In response, the Diner Academy was launched with ZFL designing and delivering a tailor made programme of six modules to work around day-to-day challenges and practical problem solving. The modules allow colleagues to reflect on their actions and learn from each other, building the correct mentality and attitude into the organisation and an understanding of these values in their broader lives. On completion the graduates from the ‘Diner Academy’ are considered for career progression within Ed’s.
- Tailor made programmes offered a framework to enhance Ed’s culture
- The Academy allows colleagues to embrace company culture alongside individual values
- 41% of participants have been promoted since attending the ‘Diner Academy’
- A better customer experience and higher satisfaction has impacted on reputation - positively contributing to revenue