Accor Global - Hospitality

Case

"Transforming over 250,000 people in more than 100 countries and as many cultures and languages & over 40 different brands from one organization."

Client

Accor Global - Hospitality

Year

2017-present

Track

Heartist Journey

Issue

The issue

We suffer from Airbnb and now that our core quality of standardizing our hotels no longer meets the changing needs of our guests, we want a breakthrough in experience both for our guest and our employee experience.

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Challenge

The challenge

More than 270,000 people. More than 100 countries and as many cultures and languages. More than 40 different brands from luxery to economy, including Sofitel, Swissotel, Mercure, Novotel and Ibis.

Employees have no personal emails and, in some countries, hardly any access to the Internet.

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Solution

Our solution

We created content that was so simple yet so impactful that the training could easily be delivered by inexperienced trainers.

We created a community of Super Transformers with Accor. We gave them a 5-day Train the Trainer. They trained 2 Transformers in each hotel who rolled out "The Heartist Journey" in their hotel.

Through our online support platform and a real Heartist app, we are supporting Super Transformers and country managers to bring The Heartist Journey to life in every hotel.

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Prices

Prizes won

Hospitality On - Paris

'Best initiative in human resources and talent'

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Australian HR Awards

'Best change management strategy' - Sydney

Result

Measurable result

7% NPS growth worldwide

100 countries - 270000 employees trained

Employee engagement

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