Claridge's has turned around its employee relationship in a mere four years, winning the 2002 National Business Awards 'employer of the year'. Four years ago employee turnover was 73%, employee satisfaction was 69.9% and customer satisfaction was 50%. Through a complete culture change, employee pride is now measured at 97%, profitability is up by 13% and room occupancy rates are regularly over 95%. This new programme aimed to 'put employees first' and build a philosophy of 'one team, one hotel'....

BPIR Categories

2.2.3 Develop vision and/or mission
9.6.1 Survey/assess employee satisfaction/morale
8.2.2 Create an environment for empowerment/innovation
2.5.1 Communicate policies & strategies

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