Please find below some key extracts from a study carried out on one of the largest brands in global hospitality. Please read and share the below extracts if you believe appropriate.
Thank you.
“We respect our employees. The issue of respect is a philosophical issue that is driven by our leadership. You have to have a passion for people. If you have an accounting approach to human resources, then you are bound to fail. If you look at an employee and say, “He’s a full-time equivalent, he’s an FTE; he is eight hours of labour”, I think that is immoral. An employee is human being who doesn’t only fulfill a function but should also have a purpose. So a successful business is one that is capable of enlisting an employee not only for his muscles and his labour, but also for his brain, his heart and his soul.”
“We have created an environment where there is not fear of retribution, an environment where employees understand that their responsibility, is not only to fulfil functions, but also to have a purpose. One of their purposes is to improve the system. When you have a good person and you create a good environment for that person, he or she doesn’t come to work to do a bad job – they come to work to do a good job. So it doesn’t make sense for us to punish people if something goes wrong.”
“We verify whether the problem is a lack of resources or lack of training, and then we address the problem accordingly. Our employees are taught from the very beginning that there is nothing more exciting than fixing a mistake or defect. They want to see defects, they want to find out what they are, because once that’s known, they can be corrected. We’ve never had a problem with people hiding mistakes, because it’s just not the culture of the company.”
