HTA STRATEGY ibook
Create successful ePaper yourself
Turn your PDF publications into a flip-book with our unique Google optimized e-Paper software.
<strong>HTA</strong> ENGAGEMENT<br />
OUR FORMULA<br />
Engagement . . .<br />
…The extent our people<br />
are enthusiastic about their<br />
work and take positive<br />
actions to further our<br />
reputation. Driven by…<br />
E=MC 2 <br />
Management actions…<br />
1. Attracting & Hiring<br />
2. Developing<br />
3. Empowering<br />
4. Promoting<br />
5. Retaining<br />
Collaboration<br />
Facilitating an effective two-way<br />
communication, understanding<br />
the diversity of our people and<br />
tailoring our approaches and<br />
process to their individual needs<br />
OUR <strong>STRATEGY</strong><br />
Following up on our desire to simplify processes,<br />
we borrowed a well known formula to articulate the<br />
base of our strategy: achieving a high level of our<br />
service proposition that will enable our guests to<br />
choosing us from our competitors, and this driven by<br />
an impactful combination of five managerial key actions<br />
that inspire a sense of ownership within the team<br />
PRODUCT SPECIALIST COACHING SKILLS DELEGATE & EMPOWER DELIVERING <strong>STRATEGY</strong> DEVELOPING LEADERS<br />
Restaurant Supervisor<br />
Restaurant Manager<br />
! Management mentoring program<br />
! Oxford Summer School<br />
Floor<br />
Duty Manager<br />
1. Hire only the best<br />
2. Strategically position each team member<br />
3. Equip each team member effectively<br />
Operations Manager<br />
1. Challenge our people<br />
2. Change our process for the better<br />
3. Improve our Patrons experience<br />
4. Enhance our business performance.<br />
WHAT GOOD LOOKS LIKE<br />
We then simplified the content of our divisional stepping<br />
stones, mapping out what each individual within all FOH<br />
and BOH roles should strive for to become subject-matter<br />
expert and, provide each one with a 70/20/10 development<br />
support that drives performance and also provide clarity<br />
and enhancement of our succession planning<br />
Waiter &<br />
Chef De Rang<br />
! Gourmet Food Academy<br />
! Harrods Hospitality Essential Skills / Level 1<br />
! Harrods Hospitality Essential Skills / Level 2<br />
! Harrods Management Program<br />
FOH STEPPING STONES
Change language