Recently, it was my great pleasure to attend a gala dinner with some of the fabulous people I had helped to train and coach over the last few months for the Louvre Hotels Group, comprising Campanile and Premiere Class Hotels.
I had received an invitation giving me the opportunity to celebrate the success of the Sales Champions at the company's Sales Champion's Black Tie Gala Dinner. These were the very people I had helped to coach and train over the latter months as part of the OSR Employee Engagment in Action Programme. I was so proud to see them receive the recognition and rewards they deserved for their hard work and commitment to the organisation. The World Class Service chain clearly demonstrated their Do, Dare, Dream philosophy, which I felt we had achieved successfully together.
The exact agenda for the evening was shrouded in security, but it was lovely to see everyone arriving to a champagne reception dressed in their most glamorous outfits - it was reminiscent of the Oscars!
As the person who had been involved in working with the organisation to design and deliver the Sales Champions training, I felt humbled and priveliged to be invited to one of their highlights of the year. As a Learning and Development consultant, you do not often get the opportunity to celebrate success with your clients.
I arrived at Campanile in Bradford (www.campanile-bradford-co.uk) and immediately recognised many familiar faces; Mark Aldridge, Head of Operations Europe, was at the forefront of the welcoming team. As a senior leader, he has an excellent relationship with his staff, and this was evident throughout the evening. Along with Mark was another senior leader: Xavier Douchy, Vice President of Operations Europe, who had flown in especially for the occasion. Their demonstrations of support and showing an interest in their employees with their presence never cease to amaze. Mark knows each employee individually and the laughter and cheers as each person was greeted and acknowledged resonated throughout the hotel.
It was certainly a night to remember, and there was an air of suspense and expectation in the room as the winners were announced. Each person received a rapturous applause as they were called to receive their award. I can honestly say that it felt as if everyone was a winner at Campanile, but the outstanding winners of the evening were as follows:
- Best Sales Conversion: Selina Knott, Campanile Swindon
- Being Most Proactive: Tracey Mann, Campanile Basildon
- Outside Comfort Zone: Kevin McCoy, Campanile Doncaster
- Largest Increase in Revenue: Kate Cook, Campanile Dartford
- Individual Site Ownership: William Furie, Campanile Glasgow
- Engagement of Team: Rafal Gawart, Campanile Leicester
- Improvement in Guest Service: Emma Taylor, Campanile Bradford
- Exceeding Guest Expectation: Tomasz Fecinski-Gawl, Campanile Manchester
- Sales Champion of the Year: Alexandra Brown, Campanile Milton Keynes
The pride and delight on each person's face was clear to see as each winner was recognised not only amongst their peers but by their managers and the senior leaders within the organisation. This sight was clearly a pleasure to behold.
Noreen Gregory and Juliet Hayes - the managers responsible for ensuring that the Sales Champion initiative was successful - had taken care of everything, from the delicious food and wine to the excellent service and the fabulous awards and prizes that were of the highest quality, ensuring that each person felt delighted to be part of the great occasion.
The Gala Dinner and Ball was the culmination of a project which began a year ago with a vision that Mark Aldridge had regarding staff engagement and ownership. Together with his team (comprising Noreen Gregory, Juliet Hayes and Emmanuelle Le Roux), it was truly a vision regarding how to better engage his staff.
From the outset, we agreed that the 4 traits that engaged employees were:
Enthusiasm, Empowerment, Inspiration and Confidence
The vision was for each employee within the organisation to feel committed to a common purpose and to playing their part in achieving business goals. A jigsaw piece would be incorporated into the project, linking to key actions that needed to take place for success. The jigsaw would be a large floor graphic with each piece representing a key action. The other side of the jigsaw would contain an explanation as to what each action would mean.
Each hotel would be given a large wall jigsaw, which was empty at first; then, as the hotel achieved the goal/objective, they would receive the relevant piece to insert into each space. The jigsaw would be displayed in a prominent position so that each member of staff had a visual reminder of their achievements. The ultimate goal was for each hotel to eventually gain all the pieces and have a full jigsaw on display.
Prior to launching the initiative, OSR was commissioned to design and deliver the Sales Champion's trainig and, at the end of the training, the pieces of the jigsaw were given to hotels that were already exceeding expectations.
Delivering a training programme can start the journey, but to guarantee transfer of learning to the workplace, it is essential that we have 'buy-in' from the managers so that the messages are reinforced. Bearing this mind, Noreen Gregory and Juliet Hayes were there during the delivery of the programme and immediately after to discuss action plans.
Measurements were put in place to monitor success. Each hotel was allocated a Sales Champion, who was tasked with sharing and cascading the learning within their hotel and presenting back to their team the concept of The Sales Champaion. To support them, they had regular coaching with their managers, meetings, one-to-ones and teleconferences with each hotel sharing in the success!
It was clear to me that The Drivers for Employee Engagement were deployed and utilised with exemplary practice. These drivers are:
- Relationship with direct manager
- Belief in senior leadership
- Pride in working for the organisation
It was a night I will always remember with very fond memories!