14 June 2006
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The Maybourne Group
Maybourne Hotel Group, the new super luxury hotel group, owns and manages The Berkeley, Claridge's and The Connaught in London and The Clarence in Dublin - some of the world’s most renowned hotels. The Group's focus is on the individual personality of each of its properties. Key to the group’s success is the performance, motivation, character and style of its people.
Engaging, developing & retaining
Any service business in the 21st century will face the following key issues:
- Providing the right development to grow and attract talent
- Managing career and personal goals to balance employee and organisational needs
- Communicating and consulting with the workforce
- Providing leadership – at all levels
- Understanding and responding to individuals’ values and aspirations
In response, the Maybourne Group invested in the talent toolbox employee communication tool to allow them to manage performance and check the health of the business in terms of their people.
The challenge
The existing paper-based appraisal process had lost credibility. Many of the workforce used English as their second or third language. There was a low level of IT experience within the work force and a low level of accessibility to technology to complete the appraisal. Managers needed to see why talent toolbox was important and gaining buy-in at an early stage was key.
Meeting the challenge
A bespoke talent toolbox system was developed for Maybourne allowing three integrated levels of data capture: executive, management and line personnel thus including every employee in a meaningful, enjoyable way. The system was easy to operate, using technology to focus, guide and facilitate one-to-one meetings with line management at the heart of the process. Outcomes included a one-page summary of key employee-related information for the executive team to identify business strengths and weaknesses; a succession planning tool; a method to identify people who were about to leave so that action could follow. Maybourne’s talent toolbox enables both the individual and the line manager to measure competencies and create an accurate ongoing measure of success whilst making the process as personal as possible. It also tests the pulse of the business via a ‘happy scale’ and other key indicators.
Outcomes
Three months after the system went live the results to our business are impressive:
- 100% completion rate
- A drop in staff turnover to 4. 8%
- 79% of employees report they are happy in their jobs
- 90% drop in paperwork required to draw up the annual training programme.
- 85% more effective use of training budget
- A 12% increase in the number of positive customer satisfaction feedback forms returned
- For each competency measured there is a training solution which is being effectively accessed
talent toolbox powered by learnpurple June 2006
www.talenttoolbox.com
