PROJECT 9: LEADING A CULTURE OF QUALITY – LEARNING STRATEGY
Project Owner: Rushali Shetty (Shangri-La Dubai)
PROBLEM STATEMENT:
Although with the creation of the regional role the Quality function has become more centralized and better align, we are still missing multiple learning components that supports the leadership of quality in the hotels. This can be resolved by creating a map that clearly shows what type of learning our colleagues need to access specific to their level (almost like a framework) in order to understand and demonstrate (if I am a front line colleague) and lead (if I am a leader) a culture of quality. The learning programs to support this project must be in alignment to Global Guest Experience initiatives (Shangri-La Experience Guide, LQA standards) and the main purpose is to educate colleagues to live and breathe a culture of quality in the hotels. Furthermore leaders should be trained consistently in all our hotels to understand the available tools and targets established by the Shangri-La Group to assess quality performance.
PROJECT OBJECTIVES:
• Design a framework that shows the quality learning programs that colleagues need to attend depending on their level (front line to GM). • Identify what programs we are missing in order to support a clear understanding of quality (specific per level) and to lead quality. • Identify how the programs will be developed, the format (face to face? Pre-recoded webinar) where they will be hosted for all the hotels to access them and clearly map where they sit in the onboarding process of a colleague and the frequency in which existing colleagues / leaders must refresh their knowledge. This needs to be supported by a clear ROI.
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