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Hospitality ON Event - Awards

Worldwide Hospitality Awards

Tuesday 30 November 2021 à 18:00

En cours - Best Initiative in Talent Management

Indian Hotels Company Limted

Campaign - A1 Operations Initiative

Cette candidature n'est disponible qu'en anglais / This application is only available in English.

A1 Operations is an Industry leading initiative to reimagine the traditional ways of working, through multi-skilling and flexible deployment. This innovative and pioneering initiative was envisaged to reshape the future of how hotels operate, and it became immensely relevant during this very uncertain business scenario on account of COVID 19. A1 operations have a direct impact on employee productivity, quality of guest experience and employee morale due to high levels of empowerment and potential career fast tracked advancements it offers. A1 Operation team members are next – gen talent which are multi-faceted as they are trained to perform all key skills related to front desk, restaurants and housekeeping.

Since 1903, IHCL has been a pioneer in many talent practices. Whether it was the Hermes award winning recognition program, STARS (Special Thanks and Recognition System) or continuous engagement and feedback program called VConnect, IHCL has and will always be associated with introduction of people practices that are pioneering and more importantly enabling our employees to deliver an experience that we call ‘’Tajness’’. While there has been limited innovation in hospitality on the technology front, not much has been done on the service front to make it efficient without losing the true essence of hospitality experienced by the guest. With rising employee costs, battle for talent in the marketplace, dynamic and highly ambiguous business environment, IHCL felt the need to re-imagine on how we empower, build capability, organise our workforce. This need resulted in the conceptualization and implementation of the A1 Operations in August 2018.

A1 Operations beautifully aligned to the organization’s well-articulated strategic framework of Aspiration 2022 which was aimed at making IHCL Iconic and Profitable and on the onset of COVID 19, R.E.S.E.T 2020 which provided direction on how to navigate through the pandemic of which one of the key strategies was to optimize (S)pend.

A1 operations talent is trained to perform key tasks in 3 core functional departments - Front Office, Housekeeping and Food & Beverage. Post certifications, the A1 Operations team members are scheduled to operate in two departments in each shift based on the volume of customer transactions in a particular department resulting in higher employee productivity. Over a period, A1 Operations talent sharpen their all-round hoteliering skills which empowers them to take independent decisions and accelerates their career growth in the organization.

With the onset of Pandemic, all these hotels have successfully been able to operate at business levels which are close to 70-80% of the pre-pandemic levels at 25% lesser staffing compared to Pre-pandemic.


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