Internal Communications Strategy in a hotel chain

Claridge's has turned around their 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 occupancy rates are regularly over 95%. An important part of this process was the improvement in internal communications. The new philosophy ...

BPIR Categories

9.7.1 Encourage employee involvement and feedback
9.3.4 Create & deploy teams
8.2.2 Create an environment for empowerment/innovation