The Landmark London Strikes Gold in Olympic Year
THE LANDMARK LONDON’S JOURNEY TO IIP GOLD:
Five star luxury hotel The Landmark London has been awarded the highly-regarded Investors in People Gold Award which it has achieved in a remarkable eight months.
The Landmark London’s ‘Journey to Gold’ began with its Bronze award three years ago. Achieving the Investors in People Silver just last year, the Gold accreditation that has come in less than a year is testament to the dedication of The Landmark London to its team members, ensuring the highest standard of staff engagement, recognition and satisfaction.
THE LANDMARK LONDON ACHIEVES CHAMPION STATUS:
Following the achievement of the Investors in People Gold, The Landmark London has been awarded the esteemed Investors in People Champion Status, an accolade that less than 25% of IIP Gold organisations can claim.
With the award of Champion Status, Investors in People have re-affirmed The Landmark London’s dedication to their staff by holding the hotel as a great example to aspiring organisations, not just in the hospitality industry, but across all business sectors.
ABOUT INVESTORS IN PEOPLE:
Investors in People is the UK’s leading people management standard. It specialises in transforming business performance through people; their aim is to help organisations achieve growth through a framework of best practice. Investors in People then provide independent assessments to track progress based on interviews with the organisation’s members of staff themselves to provide a true representation of the company in question.
The Gold Standard:
There are 196 evidence requirements in the Investors in People Standard. An organization needs to meet at least 165 of them in order to achieve Gold (115 to reach Silver and 65 to reach Bronze). In order to move up the Standard, the organisation is required to demonstrate an ongoing commitment to continuous improvement.
Investors in People Champions are a prestigious group of role model organisations who promote IIP by arranging a series of best practice sharing activities through the ‘Champions Programme’. This programme is intended to disseminate good practice in people management, letting the Champions lead by example of how they improved their business performance using IIP. This is done in a variety of ways, including arranging and delivering four best practice activities a year through presentations, mentoring and hosting open days.
Investors in People asks organisations to communicate their vision of what they are trying to achieve to everyone who works with them so as to ensure that team members have the skills, knowledge and experience to achieve that vision, and to create a positive working environment in which people can thrive and develop. This is very much in-keeping with The Landmark London’s Human Resources strategy as a key tenet of its own vision.
‘Research shows that in doing so, business performance improves and high standards are maintained. Sometimes managers think that their role must be to make all of the decisions on their own and therefore can miss what frontline teams see everyday – this is not the case with The Landmark London.’, says Lorina Pilgrim, Director of Investors Services at Investors in People.
CASE STUDY COMMENT – HOW THE LANDMARK LONDON ACHEIVED IIP GOLD AND CHAMPION STATUS:
Lorina Pilgrim, Director of Investors Services, Investors in People:
‘I have been with The Landmark London throughout their journey – from achieving Bronze, through Silver and now Gold – and therefore seen for myself the dramatic improvements that have been made and enabled them to attain Champion status. It is a great credit to the commitment from everyone in the hotel and the leadership from managers that this has been achieved:
‘Managers have transformed the way they engage with people; given people the confidence to come up with new ideas and take responsibility for implementing them themselves; provided an open, receptive environment that supports people in what they do, and have encouraged them to learn and develop so they see their future in the Hotel. The Landmark London’s ‘Back to Basics’ cross-training, ‘Memorable Moments’ guest satisfaction objective, and growth of focus groups which take ownership of key developments in the hotel are good examples.
‘The Landmark London’s Managers have worked hard to put people working in front line roles at the forefront of everything they do and this includes the large group of people working as interns, those working on a casual basis and at night. They are groups that are very important to the success of the hotel and provide a rich resource from which future employees can be selected and the reputation as a good employer established. The measures that have been made to include them, access their ideas and experiences is another example of good practice here - Investing in People has become a way of working for The Landmark London.’
Of The Landmark London’s Champion status, Pilgrim says:
‘I am delighted to hear that Champion status has been awarded as this will give The Landmark London the chance to tell its story very widely within the group, the sector, and to other organisations which I hope will also mean opening up wider networks and good business opportunities too. It will help them embed their good practices for the future and also help other organisations achieve these excellent standards.’
Nicola Forshaw, Director of Human Resources at The Landmark London:
‘I believe that it is essential for the development of a business to truly engage team members at all levels. My vision for The Landmark London has always been to become an employer of choice where everyone feels valued and can make a real difference to the business. My aim has been to develop a culture where everyone is free to grow as a person, a team member, or manager within the business, where we can all feel trusted, valued and belong to something special.
‘We were at IIP Bronze status when I started at The Landmark London and our aim was to move this forward; we achieved Silver in under a year and, as we are focused on continuous growth of our people as well as the business, we decided to make the Olympic year our Going for Gold year too.
‘We introduced team member taskforces to help us identify areas for improvement and worked closely with Lorina Pilgrim of Investors in People in looking to strengthen these areas that our team members highlighted to us; with clear focus, drive and energy of our teams to address these areas, many new initiatives were implemented. Since then, we have maintained our ‘PRIDE through our people’ taskforce that continues to look at ways we can up our game.
‘I believe we set ourselves apart at The Landmark London with our staff engagement policy, ensuring that team members and their opinions are included in our decision making; our management don’t guess what their teams want, we ask them. We also included team members in the process of choosing new recruits and all departments are involved in the welcome process of new team members.
‘At The Landmark London, our journey hasn’t ended with the achievement of the IIP Gold; we are thrilled with the award of Champion status by Investors in People which is truly the icing on the cake. We are delighted to be upheld by Investors in People as an example of best practice and are looking forward to undertaking our role in the Champions Programme. Alongside this, we will continue with all the staff engagement initiatives that we have put in place over the last two years and aim to maintain our growth as individuals, teams and as a business.’
Staff Engagement - The Landmark London Team Member Testimonials:
Anastasia Schneider, Guest Relations Manager and Landmark Spirit Ambassador
‘I received the opportunity to become a Landmark Spirit Ambassador during my first year of joining and was intrigued by the idea of helping to build an effective and happy taskforce based on making the team feel like a family.
‘As a Landmark Spirit Ambassador, The Landmark London has allowed me to do this throughout the hotel by showing what can be gained from a positive outlook to work; increasing motivation of team members by showing what great benefits are linked to working at The Landmark London; helping raise awareness of the importance of communication amongst one-another and portraying how flexible the business can be. I have found that this creates The Landmark Spirit, leading to better employee relations, allowing team members to feel they can make a difference as an individual, and enhancing the way we carry out our jobs.
‘The Landmark London has provided me with the opportunity to grow myself and I have become more comfortable presenting to and motivating people. It has, and continues to be, a great opportunity to learn from one another. I have also learnt to identify my own strengths and weaknesses as, when you talk to others, you learn to see your role in the business from a different perspective.’
Rachel Banks, Human Resources Administrator and Springboard Ambassador
‘The Landmark London provided me with the opportunity to become a Springboard Ambassador, starting with a two-day training course with the Springboard organisation.
‘Springboard Ambassadors are highly-motivated people working in the Hospitality, Leisure and Tourism Industry. They are recruited and trained to spread the word about the exciting, varied and real career opportunities available in the industry and to promote their own organisations’ brand to potential recruits and career influencers. Springboard Ambassadors help their employers get the message out to the labour market that they are a great organisation to work for with outstanding career opportunities.
‘In becoming a Springboard Ambassador with The Landmark London I have been given opportunities to work with the local community, recruited new team members through the organisation’s events, collaborated with sister hotels and worked with the hotel’s Green Team and local charitable partnerships. It has enabled me to meet and learn from others in the industry, increased my understanding of the hospitality sector and given me more confidence in my role.’
Michael Blin, Assistant Director of Sales/Head of Entertainment Sales and Departmental Trainer
‘The Landmark London has allowed me to grow in my professional career on several levels: I was able to perfect my knowledge in recruitment and develop my ability in assessing potential candidates with the ‘We Seek to Hire’ training that the hotel enabled me to undertake. The Landmark Spirit and Train the Trainer programmes have helped me hone my skills in communication, training and coaching to fellow colleagues. I have also been able to undertake further courses to perfect my sales skills with the Leading Learning Institute through the hotel’s membership of Leading Hotels of the World.
‘Being given these opportunities my growth in professional confidence has allowed me to become a departmental trainer, ensuring that all my colleagues are well-equipped to maximise their performance within the business. Further to my experience, I have been able to nominate my team members for the Leading Learning Institute and organise training on specific market segments so they too can improve their sales skills and capture more business for the hotel.’
Notes to Editors:
The five-star Landmark London, a member of Leading Hotels of the World, is a luxurious haven in the heart of Marylebone, it was the last of the great railway hotels and is housed in a stunning 19th century building that is home to a variety of room types, the most flexible suite configuration in the capital and several of central London's truly memorable restaurants and bars.
In addition to the IIP Gold, The Landmark London has just been presented with the Trip Advisor 2012 Certificate of Excellence Award - an award that honours hospitality excellence. The accolade is given only to those establishments that consistently achieve outstanding traveller reviews on TripAdvisor.
Louise Swanne/ Jacinta Goulter/ Jenni Watson
9 Lancashire Court
New Bond Street, Mayfair
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