Hoteliers since Kempinski Trains Kempinski

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Griffin Sparks
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3 Kempinski s Participation Description Initiative Implementation Control Information Results Impact Partnership References Staff 01 Hoteliers since Kempinski Trains Kempinski Kempinski is the oldest European luxury hotel management group. This unique selling point attracts investors and customers from around the world alike. But what about our internal customers? Internal training and development leaps the huge barriers that encumber external training. Internal training reflects a solid knowledge of the organization s culture. - Susan M. Heathfield - This is why Kempinski has tapped into the years of experience, skills and knowledge of its employees worldwide! Kempinski believes that there is potential for success in every person so it designed Kempinski Essential! programmes ( refer to as E! ) directed towards specific departments and positions, to unleash that potential and create training and career growth opportunities for its staff. Conducted by Essential! Master Trainers, who are identified internally and trained within Kempinski, the Kempinski Essential! approach is indispensable in our people s day-to-day operational work environment, be it on a hotel, regional or corporate level. The E! Training approach also ensure that Kempinski s expansion strategy over the next five years is supported appropriately, by setting up our hotels professionally at the highest quality level, as per Kempinski standards requirements in a timely, accurate cost efficient manner.

4 Kempinski s Participation Description Initiative Implementation Control Information Results Impact Partnership References Staff 02 Kempinski Essential! Training is... * People oriented: All training is conducted by the Essential! Master Trainers and designed specifically to assist our Kempinski People in daily hotel operations. Personalised: All training is tailor-made according to each department s individual needs. Distinctive unique: Kempinski s trainings are unique in the hospitality industry. We provide support and service to existing teams and pre-opening teams onsite, in order to ensure smooth, timely and professional openings for new properties. Trainings are designed to uphold Kempinski standards and maintain a minimum Leading Quality Assurance score of 85% throughout our worldwide portfolio. Management know-how: Trainings are designed by in-house specialists in the respective departments, to ensure they best reflect our business strategy. Financial Performance: Kempinski s E! Front Office, Reservations and Events Groups Training Programmes include both, standards and Hotel Specific Application System trainings. Our Kempinski Master Trainers are able to train staff directly to our standards and requirements, removing the need for external trainers unfamiliar with Kempinski. * inspired by Kempinski s Vision Mission

5 Kempinski s Participation Description Initiative Implementation Control Information Results Impact Partnership References Staff 03 Affected Areas Management Procedures E! Training programmes are used for pre-openings, Hotel Specific Applications Systems general training sessions E! Master Trainers deliver these training sessions E! Training programmes are based on departmental policies procedures Recruitment staff motivation Employees can travel to other countries Employees can learn about other cultures Step in their Kempinski career path E! Trainers are officially certified by Kempinski Internal Organisation Policies Procedures for E! Training programmes We develop internal specialised E! Master Trainers Individual Master Trainer Agreement Fully trained employees (From Management to Line Staff) Organisation of all E! Trainings worldwide is done by Head of E! Training Professional training Best knowledge about job Kempinski as a company and its brand promise Hotel Specific Applications Systems (if systems applicable) Delivered as per Kempinski Standards

6 Kempinski s Participation Description Initiative Implementation Control Information Results Impact Partnership References Staff 04 Innovative Aspects What are the main innovative aspects and the main advantages? Full E! programme list (catalogue) (Appendix 3a) Internal training programmes Our knowledge, know-how Kempinski Master Trainers Professional internal knowledge Successful openings trainings of our newly opened hotels ROI (no external trainer cost external programme/developement costs!) Quality strong measurement of success of Master Trainers Essential! Training Programme implementation Multilingual E! Master Trainers (throughout ALL regions!) Multilingual programmes (available in different languages, such as English, Mandarin, Arabic, French German)

7 Kempinski s Participation Description Initiative Implementation Control Information Results Impact Partnership References Staff 05 Objectives Scope Who introduced the initiative? Corporate Training Team with pilot of Corporate Reservations Revenue Management Team When was it developed and implemented? 1st E! Training Programme was developed and piloted in st E! Training Programme was launched in 2009 (E! Reservations) 1st E! Master Trainers developed in 2009 What are the main advantages of this initiative? Professionally internally trained staff, as per Kempinski Standards Quality increase = revenue increase (where applicable) ROI (No Costs for Kempinski Hotels S.A.) - limited costs for Hotels Which staff categories are concerned? ALL! including Board Members (E! Pathfinder People Management Software) Did you use external partners to develop the programme? All content formats provided and developed by Kempinski Hotels S.A. How many structures are concerned? All levels of employees are involved

8 Kempinski s Participation Description Initiative Implementation Control Information Results Impact Partnership References Staff 06 What does an Essential! Programme look like? and what is included? Training takes place from 3 to 6 days depending on the programme Powerpoint presentations during the training Training DEMO Test Hotel on Hotel Specific Applications Systems during training (where applicable) Participants receive their own workbook for notes Manuals + Policies Procedures + Trainers session plan / notes Step by Step guides for Hotel Specific Applications Systems usage Practice exercises E! are based on the KEMPINSKI STANDARDS and as per our usage! All E! Programmes are developed in modules which allows the team to practice specific modules whenever there is a need for them Specific programmes are at a ONE-TIME License fee which the Hotels need to pay to Kempinski Hotels S.A. (between EUR 500 3,000 depending on the programme) Hotels with an internal Master Trainer are exempt E! Trainings can only be delivered by E! Master Trainers (experts in our Hotels who have received special training) or by the Head of E! Training

Partnership References Staff 07 What does an Essential!

Powerpoint presentations Programmes are available in

9 Kempinski s Participation Description Initiative Implementation Control Information Results Impact Partnership References Staff 07 What does an Essential! Programme look like? Powerpoint presentations Programmes are available in different languages! Developed in individual modules + Hotel Specific Applications System Training (if applicable)

10 Kempinski s Participation Description Initiative Implementation Control Information Results Impact Partnership References Staff 08 What does an Essential! Programme look like? Workbooks for participants

11 Kempinski s Participation Description Initiative Implementation Control Information Results Impact Partnership References Staff 09 What does an Essential! Programme look like? Training Session Plan is available for the Trainer as a training reference guide and many more documents, such as Games, Step by Step Guides etc

12 Kempinski s Participation Description Initiative Implementation Control Information Results Impact Partnership References Staff 10 Who can take part in an Essential! Training? Every employee in Kempinski is entitled to participate. From Line Staff to Kempinski Board Members Examples: Agents Front Office E! Front Office Room/Public Area Attendant E! Housekeeping Steward E! FB Service People Services Director E! People Management General Manager E! Management Board Members E! Pathfinder (People Management Software)

13 Kempinski s Participation Description Initiative Implementation Control Information Results Impact Partnership References Staff 11 The Kempinski Training approach Which implementation procedure should be used when developing the concept for the hotels? The Kempinski Training department ensures that internal Hotel Training Managers, Hotel Departmental Trainers and specialised Essential! Master Trainers are trained and supported during our specialised training workshops: All Hotel Training Managers are trained on Fundamental! programmes and receive refresher training on Essential! programmes All Essential! Master Trainers and Hotel Departmental Trainers are trained on how to train! Essential! Master Trainers are trained on the specific E! programme! (after having been trained on Train The Trainer ) What are the scope and deadline of the sessions and programmes of necessary training? Ongoing otherwise reduced quality, standards and motivation

14 Kempinski s Participation Description Initiative Implementation Control Information Results Impact Partnership References Staff 12 3 Pillar Approach (Appendix 2) People Training Vision Mission Kempinski Fundamentals! Minimum required training sessions per employee - General Trainings (Orientation, Grooming, Telephone, DNA, etc ) Training Manager Kempinski Essentials! Minimum required training sessions per position / dept. - Job / Dept. specific! (Essential! Resv., Front Office, Hskp, Sales, FB, etc) Master Trainer Kempinski Works! Operational ongoing on the job training and follow-up (Policies Procedures, Quality Mngmt tools, LQA) Dept. Trainer Corp. Reg. Trainer

15 13 Internal Training Organization Corporate Office Development of all Training Programmes Tools Regional Trainers Development of internal Trainers at the Trainers Academy Essential! Master Trainers Hotel Training Mgr Hotel Training Mgr Essential! Master Trainers Hotel Training Mgr Training our People Worldwide Hotel Dept. Trainer Hotel Dept. Trainer Hotel Dept. Trainer Departmental Trainers are training their own teams

16 14 The Essential! Training approach Development of all Training Programmes Tools Corporate Office Regional Trainers Essential! Master Trainers are developed and trained by Head of Essential! Essential! Master Trainers Essential! Master Trainers Hotel Training Mgr Hotel Dept. Trainer Hotel Training Mgr Hotel Dept. Trainer Hotel Training Mgr Hotel Dept. Trainer Essential! Master Trainers train the Hotel people Team Team Team

17 15 Costs Control What is the total cost of the implementation? E! Training programmes have limited implementation costs (only in-house salaries) as they are built in-house, by the Head of E! Training programmes in combination with the respective Corporate Heads of Department. What procedures are used to control and evaluate the project? Within the WORKS! programmes, the Kempinski Training Department evaluates the ESSENTIAL! trainings by undertaking and ensuring regular: Audits Mystery Call Programmes Quality Assurance Programme (LQA) Policies Procedures are in place Customer Satisfaction Survey Employee Satisfaction Survey

18 16 Costs / Advantages / ROI External vs. Internal training (example of training in Europe) What does the training include and what are the costs? Topic KI Master Trainer External Trainer E! License Fee (Full Training Material, refresher trainings anytime and at no additional costs) Kempinski Policies 1,500 EUR Kempinski Procedures Kempinski Standards Hotel Specific Applications Systems How long does the training take? 4 6 days 2-3 days Trainers Costs 1,000 EUR 3,000 EUR Travel Costs (including arriv. and dep. day) 400 EUR 2,400 EUR Languages (training and material in all KI spoken languages) TOTAL 2,900 EUR 5,400 EUR More detailed statistics are available upon request!

19 17 Internal Essential! Marketing How do we inform staff about this initiative? Strong internal E! Marketing (Logo Folders Pins Posters, etc) in order to create visibility Sharing Quality Management results in order to motivate the teams hotels (benchmark works everyone wants to be the best) Participants receive E! Pins and Certificates signed by our President CEO Quarterly articles about newest E! Trainings in our Worldwide Kempinski Staff News including articles by staff and trainers and training session photos Our President CEO Mr. Reto Wittwer and our Chief Operating Officer Mr. Duncan O Rourke personally call the teams and people who reached the quality goal (>= 85%) to congratulate them Sharing E! Training Information during our monthly Worldwide General Managers Conference Calls Kempinski s Training Catalogue (Appendix 3a) What is the staff response? see additional Essential! Evaluation Forms (Appendices 5a 5b 5c 5d)

20 18 Internal Essential! Marketing (Appendix 3a / 3b) examples Hotel Posters Catalogue Pin s

21 19 Internal Essential! Marketing Worldwide Staff News (People Training Strategy) (Appendix 3c)

22 20 Internal Essential! Marketing Worldwide Staff News (People Training programmes)

23 21 Internal Essential! Marketing Logos

24 22 Results Impact Staff loyalty We support our staff through our corporate culture of by ensuring they receive necessary, frequent and ongoing training, so that they can find their own career path within Kempinski Staff motivation Essential! has become a part of our training culture Visibility within the company Travelling possibilities Being part of a new opening Recognition of their work Good social spirit Networking Sharing best practices Helping each other (and other cultures people) Brand awareness Internal Corporate Department: Essential! Our Kempinski values brand promise are embedded in all our training programmes Product brand knowledge through travel regional training sessions Quality improvement business performance Detailed statistics are available upon request Please see next slide for an extract

25 23 Measurement Kempinski measures all hotels individually, per department and its subdepartments. Example: Front Office is measured overall, additionally measuring Check-In, Check-Out, Porter-In, Porter-Out, Rooming, Switchboard, Concierge, etc Kempinski measures not only the hotels results, but the Essential! Master Trainers results. After each training, the trained hotel teams need to deliver >= 85% in quality during the next Mystery Shopper. Essential! Master Trainers have to be the leaders within our company and their performance is deeply analysed. Our different Mystery Shoppers ensure that our hotels are tested several times a month, in order to increase quality which leads to higher satisfaction and more revenue income and opportunity (i.e. Reservations Mystery Call Programme). Some results are shared on the next slides, feel free to contact us anytime for further information!

24 Kempinski LQA results E! Trainings Improvement of quality - (few examples) Reservations Overall All Kempinski Hotels Worldwide 2009 72.2 % 2010 76.8 % + 4.6% Until July 2011 87.3% + 10.

26 24 Kempinski LQA results E! Trainings Improvement of quality - (few examples) Reservations Overall All Kempinski Hotels Worldwide % % + 4.6% Until July % % Front Office Overall All Kempinski Hotels Worldwide % % + 4.1% Until July % + 6.4% Housekeeping Overall All Kempinski Hotels Worldwide % % + 8.4% Until July % + 5.5%

27 25 LQA Reservations - THE STAFFORD London, by Kempinski % LQA Results Benchmark 85% -Take over of Hotel on February E! Training done on July /03/ /10/2010 LQA Reservations - Le Mirador Kempinski Lake Geneva st Training ever at Le Mirador on E! Reservations, February 2011 % LQA Results Benchmark 85% /11/ /03/ /10/ /04/2011

28 26 Business Performance Year 2011 Measurement of our E! Master Trainers (a few examples showing some of the hotels results BEFORE (2010) and AFTER (2011) the E! Training was delivered by E! Master Trainers) Trainer Department Training Hotel Marc Feller Reservations Le Mirador Kempinski Lake Geneva 79.4% After training 100% Sascha Seefried Reservations Kempinski Hotel Mall of the Emirates Dubai 74.7% After training 90.4% Laura Clavero Front Office Falkenstein Grand Kempinski Königstein Frankfurt 76.5% After training 93.1% Peggy Liu Front Office Kempinski Hotel Beijing Lufthansa Center 66.7% After training 90.5% Stanislava Krasteva Housekeeping Hotel Baltschug Kempinski Moscow 60.8% After training 92.2% Thafer Alhashlamoun Housekeeping Kempinski Hotel Ishtar Dead Sea 78.6% After training 97.7% More detailed statistics are available upon request!

29 27 Persistence How long does the initiative last? Training is ongoing! Existing E! programmes are updated on a regular basis Creating new required E! programmes Regularly training and developing new E! Master Trainers Since 2011, this training is mandatory for all new Kempinski openings, as per hotel s Management contract Are you planning to go further with an additional or complementary stage? Started to undertake training for Shaza Hotels Started to undertake training for the Global Hotel Alliance (GHA) Request from BMW to help develop a programme and train their people To which extent is this initiative a part of your communication strategy? Worldwide GM President calls Fixed chapter within our staff communication Operations mission is to go from Good to Best Training benefits programmes are pro-actively introduced during the recruitment process new hotel acquisitions

30 28...our Goals! Have you reached all the goals that were set? Training is a culture and not a one stop shop! Training is ongoing Training is evaluating and moving on Revenue income of training programmes Goal was set to Achievement so far is 0 uro 272,500 uro (Specific E! Programmes are only available at a one-time fee, to be paid by the Hotel to Kempinski Hotels S.A.) 1st E! Training programme will be available in an e-learning format (E! PCI DSS) as of November 2011 Future programmes will be developed in an e-learning format

31 29 Partnerships IFH Institute for Hospitality Management What? Mystery Call Programme for Reservations Mystery Call Shop Programme for Events Groups Ensures Consistency of Kempinski Standards Consistency of Quality LQA (Leading Quality Assurance) What? Full Hotel checks on Operations on all Kempinski International Hospitality Standards Ensures Consistency of Kempinski Standards Consistency of additional International Standards Consistency of Quality

32 Reference IFH (Appendix 4a) 30

33 Reference KILIAN PARTNER (Appendix 4b) 31

34 Reference SHAZA HOTELS (Appendix 4c) 32

35 33 Staff Benefits High credibility as Kempinski trains Kempinski Career opportunity within Kempinski (step in their career path) Getting to know new people Learning about other cultures hotels (travelling) Experience Hotel pre-openings Networking sharing best practices Visibility within the company Acquiring training skills Becoming specialist in their respective departmental areas More frequent training due to lower costs

36 34 Staff Loyalty Personnel turnover Since Kempinski Hotels introduced the E! Training programmes and the related E! Master Trainers in 2009, 62 E! Master Trainers have been so far developed worldwide.and more to come! 21 have been promoted to HOD (Head of Department) 3 have been promoted to EAM (Executive Assistant Manager) 6 have been promoted to a Regional / Corporate Position E! Master Trainers for PCI DSS compliance (Payment Card Industry Data Security Standards) (Appendix 6) Becoming an E! Master Trainer became a step in the internal career development plan

Training Programmes Alexander Muttscheller (with Kempinski since 2007) 2008 Revenue Manager (Dubai) 2009 E!

37 35 Staff Loyalty Advancement to Senior Positions (a few examples) Marc Feller (with Kempinski since 1998) 2008 Corporate Revenue Manager 2009 E! Reservations Master Trainer Head of Reservations 2009 Corporate Director of Revenue Management 2010 Corporate Director Essential! Training Programmes Alexander Muttscheller (with Kempinski since 2007) 2008 Revenue Manager (Dubai) 2009 E! Reservations Master Trainer 2009 Corporate Director of Distribution Central Systems 2010 Corporate Director of Distribution Revenue Management Carsten Seubert (with Kempinski since 2006) 2008 Events Groups Manager (Munich) 2009 Events Groups Manager (Corporate) 2010 E! Events Groups Master Trainer 2011 Executive Assistant Manager (London)

38 36 Staff Loyalty Advancement to Senior Positions (a few examples) Peggy Liu (with Kempinski since 1995) 2009 Front Office Manager 2010 E! Front Office Housekeeping Master Trainer 2010 Regional Director of Training China Laura Clavero (with Kempinski since 1999) 2009 Assistant Front Office Manager (Dubai) 2010 E! Front Office Master Trainer 2010 Front Office Manager (High Tatras) 2010 Rooms Division Manager (Bratislava) Sina Scholz (with Kempinski since 2007) 2008 Revenue Manager (Munich) 2009 E! Reservations Master Trainer 2009 Director of Revenue Management (Munich) 2010 Director of Revenue Management (Bangkok Preopening) 2011 Regional Director Revenue Management Germany

Reservations Master Trainer 2010 Front Office Manager (Bansko) 2011 E!

39 37 Staff Loyalty Advancement to Senior Positions (a few examples) Matyas Bak (with Kempinski since 2008) 2009 Reservations Manager (Budapest) 2010 E! Reservations Master Trainer 2010 Front Office Manager (Bansko) 2011 E! Front Office Master Trainer Chris Xue (with Kempinski since 2007) 2007 Reservations Assistant Revenue Manager (Urumqi) 2010 E! Reservations Master Trainer 2010 Revenue Manager (Souzhou) 2011 China Regional Revenue Manager Pia Stassen (with Kempinski since 2008) 2009 Corporate Rooms Division Director 2010 E! Front Office Master Trainer 2011 Vice President Rooms

40 Conclusion Kempinski is expanding fast Kempinski will recruit and promote over employees in the next 5 years Kempinski is a mid-sized company with limited financial training resources Kempinski has over 114 years of European Luxury Hotel Management experience, skills and knowledge Kempinski realizes that internal training benefits trainers and learners alike Kempinski.trains Kempinski!

41 Marc Feller Corporate Director of Essential! Training Programmes c/o Kempinski Hotels S.A. 28 Boulevard du Pont-d Arve CH 1205 Geneva, Switzerland

A SMARTER HOTEL INVESTMENT

A SMARTER HOTEL INVESTMENT MICROTEL 1 LETTER FROM THE MASTERBUILT TEAM 2 THE MICROTEL INN & SUITES BY WYNDHAM STORY 3 MASTERBUILT HOTELS AND WYNDHAM HOTEL GROUP 4 MICROTEL INN & SUITES BY WYNDHAM: A SMARTER