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Park Plaza Hotels invest in tailored service- performance Connect! training supported by the launch of its People Development & HR brand - YOU:
London | April 23, 2008
As quality of service standard, employee satisfaction and people continue to be high on the strategic business agenda at Park Plaza Hotels, the company has embarded on a series of tailor-made training sessions for each of its 2000 employees - including all guest-facing agency staff.
The specialist full-day Connect! Programme - is the first of a series of mandatory trainings and communications under Park Plaza Hotels' new YOU: People Development and Human Resources brand.
The Connect! programme - developed in conjunction with accredited training resource Performance Solutions whose client list includes Nokia and Nike - is running for six consecutive weeks and is already underway with dedicated trainers covering its Park Plaza Hotels & Resorts, art'otels and regional offices in London, Berlin and Amsterdam.
The bespoke programme was designed to further develop the company's staff and the organisation to consistently exceed guest expectations, improve employee performance and create unique service solutions through animation, role play, learning and employee interaction at all levels. The programme challenges the traditional service model and investigates the benefits of 'reverse thinking' where the desired guest experience is considered before the behaviours, working climate and leadership methods can be explored. The programme is created around the fact that every interaction with guests offers an opportunity to anticipate their needs and exceed their expectations.
The launch of the company's internal YOU: brand and introduction of the Connect! programme serves as an ideal forum to educate all new employees about the company's vision, values and mission statement - 'to inspire our guests with individuality and passion' - with a series of posters and branded items to invigorate the pledge. Employees finish the programme having committed to a personal action plan for development and completed a feedback form and thus far they have given the training a 4.4 rating (on a scale from 1-5, with 5 being excellent). All new starters will also be required to participate in a Connect! training day and the programme's success will be measured in guest satisfaction and employee satisfaction scores.
Jaklien van Sterkenburg, Vice President People Development & Human Resources, instigator of the Connect! programme and new HR brand identity comments:"After months of careful planning and review I am thrilled to introduce our YOU:' brand identity, Connect! training programmes and Mission Statement promotional campaign to our staff.
This new platform for communication and commitment to continuous training for all staff - including full- and part-time as well as casual and temporary employees - is testament to the value of our people. They are the cornerstone of our business and their loyalty, satisfaction and development is imperative to the success of Park Plaza Hotels. The programme has been extremely well received by our staff which is also helped by the fact that the training is entirely conducted by Park Plaza's own employees."
(30)Notes to Editors
Park Plaza Hotels Limited is owner, operator and franchisor of hotels in Europe, the Middle East and Africa. The majority of the group's hotels operate under the Park Plaza Hotels & Resorts brand (part of Carlson Hotels Worldwide), over which the Group has exclusive rights in 56 countries in EMEA or art'otel, a brand to which the Group has exclusive worldwide rights. Park Plaza Hotels also manages the luxury all-suite Plaza on the River - Club and Residence, London.
Through it strategic partnership with Carlson, one of the world's largest travel and hospitality companies, Park Plaza Hotels has access to Carlson's powerful reservation and distribution system, airline partnerships with 19 airlines, loyalty programmes such as goldpointsplusSM for guests and Look To Book® for travel agents, and cross-selling opportunities.
There are currently 39 hotels and aparthotels and over 7,700 rooms in the Group's portfolio. By 2010, the Group's committed projects and territorial franchise agreements are expected to increase the number of rooms to over 10,000.
Projects already under development include Park Plaza Marrakech (2009), Park Plaza Nuremberg (2009), art'otel cologne (2009), art'otel marrakech (2009) and Park Plaza Westminster Bridge, London (2010).
Park Plaza Hotels floated on London's AIM Stock Market in July 2007.
For images and logos visit www.leonardo.com/parkplazahotels
Park Plaza Hotels
Jaklien van Sterkenburg - Vice President Human Resources and People Development
Robert Henke - Vice President Marketing
T: +31 20 713 8200