The client is a 5 star deluxe hotel based out of New Delhi. The well-known property is professionally managed and carries the brand of a large international hotel chain. The unit has around 1000 employees and has been profitable.
2) Objectives of the intervention
The organization has been doing well financially but there has been a steady decline in the profitability. One of the major reasons for the same was a continuous increase in the manpower numbers and manpower cost as a percentage of the revenues earned by the hotel. This was putting a pressure on the management to limit increments. Also, the opportunities for performers were getting limited both on the career and compensation side and this was resulting in disengagement
3) Solutions offered by Talentonic
The solution offered by Talentonic was a combination of three solutions namely
- setting up the leadership agenda for change
- manpower optimization and
- career management
After a preliminary diagnostic, the leadership agenda was developed and alignment on the same was ensured through group clarification and buy in sessions. It focused on revenue, cost, profitability, guest satisfaction, people and change management.
The manpower optimization was a detailed exercise wherein each individual role was documented and mapped along with the process flow. Benchmarks were obtained for the same processes across the industry and ideal process and ideal time effort was mapped on all the process. The entire process was then rolled up from a role, shift and span of control perspective to arrive at ideal manpower numbers by shift. The process resulted not only on identifying overlaps and inefficiencies but also gaps in key activities. The same process was taken to the department heads for validation and buy-in. A commitment was then signed on achieving the targeted numbers over defined periods of time.
The career planning framework was created wherein opportunities for growth were created for all stagnant roles like the Room attendants, Floor Managers, F& B Servicer attendants.
The organization is now working on a defined agenda. More than 50% of the manpower optimization targets have been achieved. There is a definite plan in the long term to achieve better than targeted benefits over the next 2 years. Also, the employee morale has improved and there is new energy in the system across levels in the organization.