Royal Lancaster London T
This ‘happy hotel’ offers a huge range of staff benefits and wants to put its new starters first
he newly designed Royal Lancaster London, located next to Hyde Park, aims to be the ‘happiest hotel in London’. Its unique ‘We always care’ culture gifts
overnight stays and ‘happiness bags’ to all new starters, along with birthday celebrations and massages for those on the payroll. These new policies have seen this harmonious environment flourish, with greater trust, communication and respect between all staff members. An inverted hierarchy means frontline
staff are the most important members of the team, with senior management supporting them in their roles to provide five-star service. As a result of this happy staff culture, Royal Lancaster London has a low turnover rate of 30%. But perhaps even more telling is the number of long-term employees. In March 2019, the hotel celebrated long service awards for 47 members of staff, who had a combined length of service at the hotel of 824 years. Such is the commitment to staff that even when half the hotel was closed for renovations, not a single member of staff was made redundant; instead, people were redeployed to sister hotels and other departments. Since completion of the refurbishment, the hotel has welcomed 128 new starters, with the staff now comprising 70% full- time employees and 30% agency recruits from 42 nationalities – a proud measure of diversity. A fully funded apprenticeship enables
colleagues to ‘earn while they learn’ and gain a multitude of skills that are both valuable to the hotel and to the individual. Royal Lancaster London has partnered with Remit Training to provide Level 2, 3 and 4 apprenticeships, where staff are given full support and time to study.
Industry accolades truly illuminate the leading
example of Royal Lancaster London’s staff recruitment and retention policies – particularly being awarded 38th position in The Sunday Times Top 100 Companies to Work For in 2019. General manager Sally Beck was also awarded Manager of the Year at the Catey Awards 2019, for being “one of the most naturally gifted and inspirational leaders of her time.” Royal Lancaster London has created an
environment where colleagues can be the very best version of themselves every day.
Benefits ● Birthday celebrations. ● Meals on duty. ● 24-hour dry cleaning for uniform/business dress. ● Royal Lancaster London Academy – a fully funded apprenticeship programme. ● Chiropody and massages for staff each quarter. ● Eye tests for computer-based workers. ● Life assurance. ● Cycle to Work scheme. ● Workplace pension. ● Season ticket loans. ● Friends and family rates. ● Employee assistance programme. ● A ‘Friends Fund’ to support staff. ● Employee recognition scheme. ● Awards, including a celebration night. ● Children’s Christmas party. ● Medical plans. ● Football/softball teams. ● ‘Perkbox’ with online GP service.
Contact us Visit
www.royallancaster.com
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SHOWCASE Case study
Tatiana Martin, Accommodation Services Manager (right), and Kirsty Williams, Business Development Manager
TM “I have been at Royal Lancaster London for 12 years, rising from Floor Supervisor to Accommodation Services Manager. I undertook my Level 3 in the Future Leadership programme and also completed the Umbrella Training NVQ – Level 5 in management and leadership in hospitality, both of which have been beneficial to my career development. My favourite thing about the hotel is the people and developing new and existing relationships.”
KW “I was initially hired as a Reservation Supervisor, but I was encouraged to embark on the Level 3 apprenticeship for hospitality supervisor, where I received a distinction. I then studied the Level 4 apprenticeship for hospitality managers and was promoted to Business Development Manager. I have had amazing support from Royal Lancaster London throughout my studies. I’ve gained more confidence in my position and learned so much during the process.”
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