Living The Brand Values
PERSONAL IMPACT – EMBODYING ORGANISATIONAL VALUES – SELF AWARENESS – CONFIDENCE – TEAM BUILDING
Half-day workshop for 210 delegates over a 2-month programme
As part of a multi-million pound refit and rebrand, the historic Strand Palace Hotel in Central London asked us to help them rebrand their people and the service they provided. The hotel was changing its story and market position and needed everyone in the team – all 210 of them – to dramatically upgrade the service they provide to align to the new values they had defined.
We needed to work closely with the hotel’s L&D and Marketing teams to understand the new brand story, personality and values to design a bespoke intervention. It had to be easily accessible for a huge range of staff, roles, seniorities and cultures (over 50 nationalities in the team).
We created a fun, energising half-day workshop that highlighted the parallels of performance on stage and daily ‘performance’ required in front of guests of the hotel.
The first part guided the staff to discover their own understanding and unique connection to the new brand values. Once this was established we then delivered practical, concrete techniques to ‘Dial-Up’ the communication behaviours that were vital to embodying the values in every interaction with colleagues & guests. Behaviours such as eye contact, smile and being an open and approachable presence)
Over the course of 2 months we ran a total of 16 sessions to involve all 201 members of the team in the workshop. Our ‘Scratch Action Plans’ committed everyone to applying the new behaviours from the minute they left the training and this was supported by the new culture of active, constructive feedback the workshop initiated.
From day 1 the Management Team reported an observable difference in how staff operated & communicated around the hotel. Strand Palace were so pleased with the results that they built the workshop into their induction procedure and we now deliver sessions for their new starters every quarter.