collaboration? Curious what we can do for your organization?
Cases “Transforming more than 250,000 people in more than 100 countries and as many cultures and languages”
Client
Accor Wereldwijd
Jaar
2017 – still running
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.
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
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