Intercontinental Hotel GroupOur brands are a promise delivered by our people. In many of our hotels, the back of house area was dull and uninspiring. We saw the opportunity to create an environment to set colleagues up to ‘go on stage’, front of house, feeling proud and passionate about their hotel, their brand and the company and helping us deliver our vision of Great Hotels Guests Love.
Summary _ This transformation into a ‘Heart of house’, creates bright, engaging spaces, using wall and door graphics, with frames for updatable information, providing an employee communications experience that really drives engagement and brings the hotel brand to life. _ The designs encompass four ‘zones’. Content is versatile, easy to install and keep up to date. We have three design sizes for each of our seven brands, scalable to suit different sizes of property and available in 15 languages._ Heart of house is an integral part of IHG’s People Tools, a suite of practical tools designed to help our hotels hire, train, involve and recognise employees in line with their brand. _ Successfully piloted in early 2011, over 1233 hotels* have already installed or are in the process of installing Heart of house. By June 2013 we aim to complete all 633 (100%) owned and managed hotels and a third of our 3,810 franchise estate._ The results are impressive: -* Surveys pre and post pilots revealed: -* Our Back of House makes me feel proud’. ‘Agreed’ increased from 35% to 91% -* The communications in the Back of House give me information that is relevant and up-to-date’. ‘Agreed’ increased from 45% to 91% -* In hotels with Heart of house employee engagement increased by 13%, significantly higher than those where it is not installed. -* In the last five years employee engagement in IHG has increased 18%. In 2012 engagement rose by 4.4% points. _ * Data combined from MQSA survey results from AMER and Europe hotels (hotels that answered 'yes, installed' or are 'in process') and from adoption trackers (data combined from Regional Operations and HH Global)._ Why do we think we should win?_ We think we should win this category as we have developed a new concept for transforming the back of house area into something that is vibrant, dynamic and engaging. No other hotel company has demonstrated this level of commitment to communication and staff engagement. Heart of house reinforces our brand standards, is unique to us and is adaptable to fit all our brands today and new brands tomorrow. As part of our innovative suite of People Tools, Heart of house helps our hotels to hire, train, involve and recognise employees in line with their brand. This tool really provides an employee communications experience that is proven to drive engagement and brings the hotel brand to life.
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United Kingdom
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