Delivering motivation for change at DUKES LONDON

DUKES LONDON Hotel was once a Mayfair favourite with the Queen Mother and the Princess of Wales – but had got to a stage where it was in danger of losing its five-star rating. New management meant an opportunity to re-engage with staff and use their strengths to create the best possible guest experience.

An ongoing programme of leadership and engagement workshops was run to create a family-style culture within the hotel, re-connecting employees with the hotel’s ambitions and their part in the plans.

The work has led to international awards for customer service, best hotel in London awards and increased profitability, and is now being used as the model to set up a new DUKES DUBAI hotel.

The work at DUKES LONDON demonstrates the importance of translating organisational values and goals for staff at every level, making use of management development to ensure the messages are easily understood as day-to-day behaviours and consistently monitored and appraised.