Case Study – The Grosvenor House, A JW Marriott Hotel

“Constructive, Enlightening, Empowering” We were delighted to receive comments like these as feedback from The Grosvenor House JW Marriott Hotel about the recent implementation of the Walking TALL Personal Branding methodology. Watch this short video to hear more of the feedback:

Over the course of 5 months Walking TALL and The Grosvenor House Hotel worked together to give all Associates, from the Executive team to Front of House teams, what they described as “extra polish and personal presentation”. Designed to increase both Associate engagement and guest satisfaction, the methodology has been so successful that The Grosvenor House Hotel will continue to use it in their induction programme under License Agreement with Walking TALL

Grosvenor House

Jan Marshall, HR Director explained how refreshing and important it was that Lesley “immersed herself into our culture” to take on and understand what their brand meant in order to tailor the workshops to reflect their corporate brand. After the Walking TALL training Jan told us they had seen an unprecedented increase of 15.9% in guest satisfaction relating to the warmth and hospitality demonstrated by the staff.

Stuart Bowery, General Manager also reported the increase in engagement of Associates of 5% after the training and said he had already recommended the methodology to other colleagues in the Marriott Group. On a personal level, staff found it empowering to receive feedback from their colleagues on their personal brand and find out how they could use that feedback to make improvements. They also commented on the practical aspect of the workshops and how they could implement what they had learnt instantly to create a lasting impact, improve their confidence and authentically project the corporate brand.

Grosvenor House

If you would like to find out how we can help your organisation achieve similar results with employee engagement and customer satisfaction contact us for more information. Images courtesy of Grosvenor House Hotel.