Background & the Client Challenge
The client was a premium, award-winning, 5-star hotel.
As is often the case, managers had been promoted based on technical expertise and/or tenure and didn’t always have the tools to be effective people leaders in their new roles.
The client engaged 3SIXTY to help support these managers in developing their ability to lead people.
What We Did
Working with a cross section of directors, managers and other employees, we carried out an assessment to identify the “ideal profile” of a manager for the hotel.
Consistent with the high standards of the hotel, a tailor-made leadership development programme was designed based on the ideal profile.
Prior to the programme, managers self-assessed and were then peer assessed against that ideal profile so that individual learning plans could be identified for each of them.
Managers were coached and mentored throughout the programme.
The result of this engagement was a group of managers who were now also effective people leaders with the ability to lead, manage and motivate their teams while ensuring a 5-star service experience was delivered to customers on a continuous basis.