Holiday Inn 2011 Annual Report Download - page 29

more on the web: www.ihgplc.com How we operate 27
OVERVIEW GREAT BRANDS HOW WE OPERATE WHERE WE OPERATE FACTS AND FIGURES
DELIVERING WORLD CLASS
PEOPLE TOOLS
Our owners told us their biggest challenge
on the people agenda is finding, developing
and retaining great people. In response
we introduced the IHG People Tools –
award-winning resources to hire, train,
involve and recognise the right employees
for each brand; because guests do not
book a business model, they book a great
brand experience. In addition to making
their lives easier, the IHG People Tools
also help owners manage their people
expenses.
“Of all the factors critical to the
success of our business, the single
most influential one is the ‘people
factor’. It’s not an easy job finding
people who can live and breathe
our brands, with passion, focus and
personality. That’s what the People
Tools are all about.”
HIRE We’ve developed a suite of
world-class recruitment tools including
job descriptions and interview guides,
which we offer at no cost to owners.
Other tools we offer at significant
discounts to market rates, such as the
ability to post vacancies on our global
jobs portal at www.ihg.jobs
TRAIN Everyone attends brand
orientation and branded service
behaviour training which immerse them
into the brand story and what it takes
to deliver the great guest experience.
INVOLVE Hotels with higher levels of
employee engagement can return 11 per
cent higher operating profits than hotels
with below-average engagement. Key to
engagement is involving employees in
the business through the twice-annual
engagement survey. In 2011 a record
100,000 employees (94 per cent of those
in our corporate offices and owned and
managed hotels) took part, with 93 per
cent saying they feel proud to work for
IHG, and providing an overall engagement
score of 78 per cent; scores that
out-performed the industry according
to TNS’ high performing benchmark.
RECOGNISE Recognition plays a pivotal
role in engagement, something the IHG
Owners Association acknowledged when
it created Celebrate Service week.
In 2011, 3,000 hotels hosted ‘thank you’
celebrations and encouraged employees
to share 1,600 service stories.
BUILDING A STRONG
LEADERSHIP TEAM
The Programme Office – our change
management office – is helping keep
track of our priority programmes,
as well as ensuring the right leadership
capabilities are embedded within IHG;
from project management to leading our
BrandHearted culture change. Following
a successful leadership event for our top
300 leaders, the Programme Office then
introduced new BrandHearted leadership
competencies and training to equip our
top leaders to deliver our brands with
consistency and with a sharpened focus.
In 2012 and 2013 we will extend this
training to our corporate directors and
General Managers.
The Leaders Lounge is our award-winning
online community for 1,360 of our leaders.
Unique in the hotels industry, the Lounge
shares great leadership practice across
IHG’s global estate, with leaders accessing
over 41,000 Lounge items including
leadership tips and insights.
Achieving our Vision of becoming one
of the world’s great companies relies
on attracting the best leaders and
fast-tracking future leaders to take
us forward. Our talent strategy for 2012
will reflect this with more leadership
eLearning and ideas forums.
LOOKING AHEAD
People are fundamental to our growth.
With 1,144 hotels in our pipeline and as
we expand in new and emerging markets,
we’ll need 90,000 people to satisfy our
ambition. China currently holds almost
30 per cent of our pipeline, with 70 per cent
of those hotels already under construction,
and by 2020 we’ll have trebled room
numbers in China to 150,000. The market
is competitive and in order to attract the
best people we’ve had to think local.
We’ve launched a bespoke recruitment
site in Mandarin that provides significant
advantage in recruiting local talent and
we’re tailoring our global tools to meet
local needs, particularly with the
emergence of Generation Y who are
looking for greater use of new media.
Celebrate Service Week at the InterContinental
and Holiday Inn Bangkok.
www.ihg.jobs
Chris
Holiday Inn
Express
OVERVIEW GREAT BRANDS