Company Profile

InterContinental London Park Lane

Evidence of a positive working environment

InterContinental Hotels Group core purpose is to create hotels that guests love. To realise this at our hotel we have fully adopted our Winning Ways philosophy to ensure that we do the right thing, aim higher, work better together, show we care and celebrate difference. These behaviours are complimented by the InterContinental brand promise programme which encourages us all to show genuine interest, take ownership and share knowledge with our guests and each other. This approach is amplified by our Promise Reward Programme which directly recognises us for living and the promises. In addition, our service style and approach with each other is informal and we all use first names, we have a knowledge zone to relax in or surf the net, we have the Park Lane Café which serves excellent food and themed lunches from around the world, we celebrate all associates birthdays, we have quarterly get togethers and organise fabulous fun events such as our summer of success barbecue and New Year “Boujis” nightclub party. We also support a number of local charities and participate in key London events such a fun runs and other sporting activities. We enjoy a positive working environment at InterContinental London Park Lane.

Evidence of continued professional development

Getting off to a great start is a key to our Learning and Development philosophy and all new associates attend a three day orientation which includes an overnight experience and an open top London bus tour. We clearly explain our ownership, our brand and the hotels’ vision. To help us understand how to do our jobs effectively, department trainers use our We Act - Total Quality Management Programme which details the key processes and ‘how to’s’ across all areas within the hotel. We Act is used extensively by departmental trainers in daily briefings and to integrate the agency associates into our teams. All new associates have an initial 30 and 90 day review, and we all have an annual and mid-year performance review and a personal development plan. A training calendar enables easy access to the ongoing courses held in our dedicated Learning Zone and learning paths help us navigate the opportunities available to develop our careers. Forty six team leaders are attending our Supervisory Programme and our senior management are participating in a tailor made Leadership Foundation Programme, which includes an Executive Committee mentor and opportunities to maximise on the transfer of learning back in the workplace. Our Executive Team have access to IHG’s Senior Leadership and Career Development programmes.

Evidence of equal opportunities and work-life balance

We consciously hire for attitude rather than experience and skills so this has automatically enabled people with little or none hospitality experience to join our team. Our clear role profiles outline individual responsibilities and competencies enabling everyone one to understand what is expected of them and how they can contribute to the hotel. We employee over 40 nationalities and in under a year of operation have already promoted many individuals. Our Associate Handbook showcases the diversity of UK life and celebrates “London” which is also evident in our heart of house corridors with huge black and white London photographs, our bespoke ‘tube’ map to help you find your way round, and our A-Z posters that depict the quirky history of our home city. National Days are celebrated with themed lunches in our Park Lane Café, specific cultural training has taken place and many associates have successful achieved their English language ESOL qualification. Our sales and reservations’ team nationalities reflect our diverse client base in the emerging markets of Russia, China and India. We have a dedicated relaxation area with table football, three PC’s with open internet and an extensive library. We have an active social committee and have supported associates in adopting a healthier lifestyle. Our thinking benefits programme offers chid care vouchers and access to a health scheme. Our global careers site gives access to worldwide career opportunities.

Evidence of measures taken to assess effectiveness

We believe that all associates must get off to a great start and over 96% of attendees at our orientation rated the content as excellent. We are rewarding our associates throughout the business with financial incentives in place for food and beverage service, front of house up-selling and recognition and reward through the Promise programme. We have an employee survey every six months and our first survey in June revealed that over 90% of associates are proud to work at our hotel. We also conduct a monthly guest satisfaction survey and we have a year to date August rolling average of 90% for staff attitude. Our labour turnover at 25% also suggests that we are looking after our associates. Management transparency at the quarterly association meeting, our promise forums and general associate meetings help to maintain our vision and positively impact moral by demonstrating that all our contributions and ideas are valued. IHG have recognising our efforts and in addition to our Winning Ways award for celebrating difference we also expect to receive awards for aiming higher, doing the right thing and working better together. To date over 10% of our team have already been promoted and our talent pipeline has identified future senior managers for IHG. Our HR strategy has helped to create a culture where we are encouraged to bring the InterContinental experience to life and are proud to work at the InterContinental London Park Lane.

Profile provided by InterContinental London Park Lane

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