Global People

2020 THINK






retention, guest satisfaction and growth. “Frasers Hospitality clearly demonstrates that happy staff do


deliver great customer service and drive business results,” said one of the judges in their summing up. The Think Global People judges’ resounding endorsement

was backed by the entry’s solid evidence of a number of successful initiatives. These include experimental use of new technology, accessible global leadership and investment in staff development. Together, they are providing Frasers’ employees – known

internally as “Frasians” – with the best tools possible to perform at their optimum as both individuals and as valued members of a truly global team. Posting impressive staff retention rates relative to the hospitality

sector as a whole, Frasers’ approach is also translating into very positive guest feedback. Reviews on platforms like Glass Door, Trip Advisor and TrustYou attest to the esteem in which Frasers’ integrated approach to talent resourcing, learning and development and flatter hierarchies backed by open-door policies is paying off. Among employees and guests, it is clear there is a great deal

of love for the global serviced hotel and apartment provider. So, what is the secret of Frasers’ success? “We are proud of our people-led initiatives that have helped

our business grow,” says Rebecca Hollants Van Loocke, Chief Operating Officer, EMEA. “We conduct regular employee surveys and act on the results. This is helping us to grow and maintain employee satisfaction.” Among the challenges for international companies can be

myriad languages, cultures and time zones. Frasers’ solution to this is to have a positive attitude to technology as part of its global leadership approach towards nurturing staff engagement. It is using software like Zoom and Facebook meetings to

connect colleagues around the world. Making sure everyone across the company is comfortable with technology and investment in e-learning has paid off handsomely. It will continue to do

vidence shows excellent global people practices drive business performance. The winner of this award exemplifies how engagement, investment in people and innovative use of technology can drive employee

so with a number of new initiatives in the pipeline, such as the drive towards e-procurement and paperless offices – part of the company’s commitment to CSR. “We have been experimenting with ways to adapt to new

technologies across our workforce to provide more efficient and cost-effective results,” says Rebecca Hollants Van Loocke. Housekeeping staff in particular have benefited, enabling them

to offer a streamlined and more guest-focused service. A Cloud- based app works simultaneously with in-room smart controls so teams can now prioritise order of service and begin preparing rooms for the next guest in a more productive and timely manner. RFID (radio-frequency identification) tags on bed linen are also

lightening the load for housekeeping colleagues, eliminating once labour-intensive tasks like hand-counting and separating linen, and putting Frasers at the forefront of innovation in the sector. “Innovation is a core value of the FHA global brand and when

it comes to IT, we like to be at the forefront,” said Matthew Rubie, Country General Manager for Australia. The Think Global People judges agreed, concluding, “Frasers

Hospitality has engaged in a range of people management and global leadership practices that support employees in their day-to- day work. This translates into a productive and resource-efficient environment of great benefit also to their customers. “The wide range of employee initiatives and CSR actions

indicate that this company is taking great strides to improve the global leadership of its people with the actions paying off in practice. Frasers Hospitality clearly demonstrates that happy staff do deliver great customer service and drive business results”. Collecting the Think Global People Award, Rebecca Hollants

Van Loocke said, “We’re delighted to have won this award. We’d firstly like to thank Relocate Global. Secondly, I’d like to thank our talented team of Frasians. Without you, we wouldn’t be delivering great customer service everyday. So, thank you again for recognising our work. Thank you Relocate Global and thank you Frasians.”

Main photo: the Frasers Hospitality team


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