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Cases “Transforming more than 250,000 people in more than 100 countries and as many cultures and languages”

Logo van Accor Wereldwijd
Client
Accor Wereldwijd
Jaar
2017
Traject
Heartist Journey

THE QUESTION

We suffer from Airbnb and now that our core quality of standardization of our hotels no longer meets the changed wishes of our guests, we want to have a breakthrough both for our guests as well for our employees experience.

THE OBSTACLES

More than 270,000 people More than 100 countries and as many cultures and languages.
More than 40 different brands from luxery till economy, including Sofitel, Swissotel, Mercure, Novotel and Ibis.
Employees have no e-mails and in some countries hardly any access to the internet.

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OUR SOLUTION

We created content that was so easy and yet so powerfull that it would be trainable by unexperienced trainers.

With Accor we created a community of Super Transformers. We gave it a 5 day Train the Trainer. They trained 2 transformers in each hotel who roled out their hotel.

Through our online support platform and a true Heartist app we support the Super Transformers and the country managers to bring The Heartist Journey to life in every hotel.

Result MEASURABLE RESULT

7%

NPS growth worldwide

UP↑

employee engagement

award

Hospitality On – ‘Best initiative in human resources and talent’ – Paris

award

Australian HR awards – ‘Best change management strategy’ – Sydney

CONNECT CONNECT CONNECT CONNECT

collaboration? Curious what we can do for your organization?

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