The Need

After coming under new ownership, and investing several million dollars in re-furbishing, a resort hotel is now benchmarking itself against the best resort hotels in the region. Knowing that guest service provided by its staff is the biggest single part of the total guest experience, the hotel wished to upgrade the management and leadership skill levels among its management staff, as part of its effort to become a regional leader in its industry.

The Solution

"Five-Star Leadership" is a quarterly series of competency-based, 24x7 one-day learning programs focused on the topics of most need and relevance to the managers, as identified by both organizational-level and individual-level needs assessment processes. Both helped set the agenda of topics for the program. The latter also resulted in an Individual Development Plan for each manager.

The Objectives

After attending this program, participants were able to:

• Understand how their personal management and leadership could contribute to world-class customer service and the success of the guest experience
• Build, maintain, and lead a high-performance team
• Effectively manage employee performance, including setting expectations, evaluating performance, coaching, and handling performance deficiencies
• Know how to be selective in their hiring practices, even in a tough labor market
• Handle and resolve conflict situations
• Manage their own time, especially with regard to prioritizing their work

The Outcome

 According to the hotel, increased levels of proficiency among the managers and leaders of its staff, especially in implementing new, higher levels of customer service in order to match the other benchmark hotels.

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633 Berkmar Circle | Charlottesville, VA 22901
Phone: 434.975.0567 | Fax: 434.817.4045
Email: info@saratogaresourcegroup.com
webmaster@saratogaresourcegroup.com