Carlson Rezidor Hotel Group is one of the world’s largest and most dynamic hotel companies. It has an expanding portfolio of more than 1,370 hotels in operation and under development, a global footprint covering over 110 countries and territories, and a powerful set of global brands: Quorvus Collection, Radisson Blu®, Radisson®, Radisson Red, Park Plaza®, Park Inn® by Radisson and Country Inns & Suites By CarlsonSM.
Following the successful development, delivery and roll out of Living Responsible Business and Leading Responsible Business for Carlson Rezidor Hotel group to 30,000 employees in Europe and the Middle East we were asked to recalibrate both programmes for launch and roll out across the USA.
What we did
Working with the Responsible Business team in the USA we reviewed both programmes and made amendments where necessary to ensure suitability for the American market. Changes included language, key messages and visuals. Supporting materials were also adjusted to include items such as training packs, workbooks, bags and T-shirts. The names of the programmes remained the same to ensure global continuity of branding. Content centred on three themes:
- We are the people – wellbeing and ethical responsibility
- We are the community – social responsibility
- We are the environment – environmental responsibility
In addition to this we contributed to the development of a Responsible Business Handbook covering all the processes and standards supporting the initiative. All development was done remotely, minimising our CO2 footprint, by optimising the use of digital technology.
Once development was complete we piloted both programmes in Minneapolis to ensure they met the needs of both the individuals and the business. All changes were integrated ready for the proposed internal trainers to roll out the programme.
Master Trainers were selected from across the USA; they experienced the Trainer Programme first before going on to the Master Trainer programme, then they started delivery on a regional level.
After 12 months, following the success of Living Responsible Business and Leading Responsible Business, Carlson Rezidor asked us to revise the programme again for Country Inns and Suites (CIS) in the USA – much smaller hotels with around 80 – 100 rooms aimed at a different market demographic. We:
- modified the programmes to suit the needs of the CIS hotels and their staffing levels
- developed a five hour hotel trainer certification session that Master trainers would deliver to all CIS General Managers and designated trainers
- amended the existing Master trainer session and delivered the Master trainer course to the CIS prospective trainers
The Living and Leading Responsible Business modules we developed included an innovative container with Leaders Guide, Visuals, DVDs and Worksheets. Following translation into 14 languages, 25 Responsible Business Master Trainers and 700 Responsible Business Hotel Trainers were trained to deliver the modules across all hotels. Hotel Trainers delivered training on site, and achieved the goal of training all 30,000 employees across all levels within 12 months.
“Following on from the success of Responsible Business training in Europe, Alison has been an invaluable asset in adapting the programme to meet the needs of the USA markets. Working with Alison has been a great experience. She is a committed person who is passionate about developing others. I look forward to future opportunities of working together.”
Director, Responsible Business, Carlson Hotels, Americas