It’s Your Future – Let’s Create It Together: the importance of the employee journey in delivering the ultimate guest experience

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About
this company

9 hotels
Industry sector
3,500 employees
Employees
48 languages
Countries

Context

Dorchester Collection (DC) is the ultimate hotel management company; with a passion for excellence and innovation, honouring the individuality and heritage of our nine iconic hotels across the world (supporting document 1). Underpinning all that we do is our business vision: Treasured by guests, Cherished by employees, Celebrated worldwide. We deliver this through our values, which sit underneath our ‘We Care’ philosophy; ensuring that our people remain at the cornerstone of every business decision. In order to move forward as a company and continue to offer a world-class guest experience at scale, Dorchester Collection needed to standardize HR processes and data.

Challenges

  • Consolidate HR processes and talent data into a single solution
  • Improve talent mobility and visibility on skills, learning and development needs
  • Hire people for cultural fit who are more likely to stay and grow with the company
  • Provide a brand-consistent employee experience while preserving each hotel’s uniqueness
  • Improve employee retention and customer service

Results

  • Employee engagement:
  • Overall engagement is 8.7 eNPS (up from 8.1) putting DC in the top 10% within our competitive set.
  • All 14 of our engagement drivers are in the top 25% globally, with half in the top 5%.
  • Guest engagement has increased by six points, putting DC in the 97th percentile defined as ‘world-class’ and creating an additional £4.5m in revenue since 2016.
  • Employee turnover has reduced two points to 21.1 % in 2 years (hospitality global average is 35%) saving £1.1m in the last year alone.
  • Interest in roles has doubled from 534,000 in 2017 to 1.1 m in 2018.
  • Development:
  • Employee-led training requests have increased by over 100% - in 2018 we received 4,587 globally.
  • More than 60% of our workforce are now cross-trained in three roles – a 160% increase in two years. We have 753 requests for cross-training in 2019.
  • Internal promotions into leadership roles have risen to 70% (from 55% in 2016).
  • Employees received 36 hours of training in 2018 - up from 32 hours in 2017.
  • 97% completion of Your Plan – our individualised development planning tool.
  • Explore completion rates (first 6 months of employee development) increased by 40% to 84%.
  • L&D related employee engagement (2018 vs 2017):
  • 0-3 months service: 8.7 eNPS (up from 8.4)
  • 3 – 24 months service: 8.7 eNPS (up from 8.2)
  • 24+ months service: 8.8 eNPS (up from 8.5)
  • All in all, we have an employer brand focused on the customer experiencethat attracts and retains great talents who fit in perfectly with the company culture.

Products

More information on the applications used by this customer.

TalentsoftHub

Hub

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Turn your talent management decisions into actions by relying on a unified and adaptable Core HR, no matter how decentralized your organization is.

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Perf&Comp

Performance & Competencies

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Talentsoft Performance & Competencies helps HR reshape employees' work experience around projects and continuous conversation, helping them fulfill their aspirations.

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Recruiting2

Recruiting

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Bring intelligence to your recruiting practices to maximize your hiring and onboarding success.

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MyTalentsoft

My Talentsoft

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Design your employees' experience by continously connecting people with opportunities, all within one place.

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TraningManagement

Training

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All training and compliance management simplified into a single intuitive application, allowing HR to focus on strategic decisions and and on the employee experience.

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— Dorchester Collection
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