BEST INITIATIVE FOR HUMAN RESOURCES AND CAREER DEVELOPMENT MERCURE KRAKÓW STARE MIASTO

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1 BEST INITIATIVE FOR HUMAN RESOURCES AND CAREER DEVELOPMENT MERCURE KRAKÓW STARE MIASTO 02/10/2017 Bartłomiej Szmajdziński

2 WE HAVE A DREAM MERCURE KRAKÓW STARE MIASTO MUST BE THE MOST GUESTS CENTRIC MIDSCALE HOTEL AROUND CENTRAL & EASTER EUROPE DIFFERENTIATES OUR COMPANY FROM COMPETITORS AND HELP BUILDING THE POSITION OF THE FIRST CHOICE EMPLOYER OUR VISION: BE A GREAT PLACE TO WORK WHERE PEOPLE ARE INSPIRED TO BE THE BEST THEY CAN BE HOW TO MAKE OUR DREAMS COME TRUE? PEOPLE ARE THE DRIVING FORCE BEHIND OUR SUCCESS OUR EMPLOYEES ARE PEOPLE WITH PASSION AND EMOPLOYEES WITH THE RIGHT FIT WILL BE MORE LIKELY TO HAVE A HIGHER RETENTION POTENTIAL 02/10/2017 2

3 WHAT WE LOOK FOR IN A CANDIDATE? THIS DEFINES TECHNIQUES AND TOOLS FOR THE WHOLE PROCESS CURIOUS INTERESTING AND WITH PASSION WE NEED PEOPLE LIKE YOU! EASY ADAPTING, TAKING RISK AND RESPONSABILITY ENTUSIAST EASY LEARNERS OPEN AND TALKATIVE PASSION AS THE KEY WORD AND EMBLEM OF THE RECRUITMENT PROBLEM SOLVERS THEY DON T HAVE TO BE HOTELIERS 02/10/2017 3

4 WE DON T FORGET ABOUT MERCURE SERVICE SPIRIT 3 ATTITUDES EXAMPLE OF BEHAVIOURS The quality of the relationship CONNECT - REACH OUT TO THE DESK AND ENGAGE IN SMALL TALK - OFFER A LOCAL PRODUCT WELCOMING THE GUEST (COOKIES.) PROMOTE HOTEL SERVICES - TAKE THE OPPORTUNITY FOR UPSELLING (PRIVILEGE ROOM AND RESTAURANT ) A commercially savvy spirit ANTICIPATE NEEDS - BE ATTENTIVE TO EACH GUEST AND DETAILS TO PERSONALIZE THE SERVICE (FROM ON LINE CHECK IN TO DEPARTURE) Solution-finding abilities SOLVE PROBLEMS IN LINE WITH MERCURE QUALITY GUARANTEE, BE AVAILABLE, REACTIVE MAKE YOURSELF PERSONALLY ACCOUNTABLE 02/10/2017 4

5 OF COURSE WE COULDN T FORGET ABOUT CANDIDATES NEEDS Candidates experience WHAT WAS MOST IMPORTANT SHOWING AND WILLING TO SHARE PASSIONS OF CANDIDATES WITH US. CONVENIENCE today candidates are timestrapped, convenience it is a central principle of a positive candidate experience RELEVANCE candidate expects interactions to be real-time, highly personalized CONSISTENCY it is indispensable to create experience based on unified presence that candidates can trust AGILITY capturing connected candidates depends on a ability to take an agile approach 02/10/2017 5

6 SELECTION PROCESS MILESTONES RECRUITMENT AND SELECTION OF KEY MANAGERS VERY IMPORTANT ADVERTISEMENT EXTERNAL AND INTERNAL PRE-RECORDER VIDEO INTERVIEW ASSESSMENT CENTRE CRITERIA BASED ON NEW ACCOR LEADERSHIP MODEL AND CAPABILITY FRAMEWORK RECRUITMENT AND SELECTION OF REGULAR EMPLOYEES - VERY DIFFICULT ADVERTISEMENT CAMPAIGN EXTERNAL AND INTERNAL PRE-RECORDER VIDEO INTERVIEW SELECTION EVENT CRITERIA BASED ON NEW ACCOR LEADERSHIP MODEL AND CAPABILITY FRAMEWORK 02/10/2017 6

7 ALLOWS TO OPTIMISE THE RECRUITMENT COST BY USING CHANNELS AND PROCES THAT CONTRIBUITE THE MOST COMMUNICATION CHANNELS TO ACTIVATE CANDIDATES CAMPAIGN WEB PAGE CAMPAIGN ON TAURON ARENA LED SCREEN CITY LIGHTS FACEBOOK & LINKEDIN CAMPAIGNE TRADITIONAL MEDIA PRESENCE MULTIKINO ADVERT 02/10/2017 7

8 ATTRACT CURIOUS PEOPLE MULTIKINO ADVERT FACEBOOK & LINKEDIN CAMPAIGNE TRADITIONAL MEDIA PRESENCE ALL TEASER CHANNELS GENERATE CURIOUSITY WITHOUT ANY RECRUITEMENT MEESSAGE WHEN WE GET COURIOS PERSON ON BOARD WE CONVERTED THIS CURIOSITY TO APPLICATION WILINGLESS CITY LIGHTS LANDING WEB PAGE CAMPAIGN ON TAURON ARENA LED SCREEN EFFECTIVE COMMUNICATION MIX AND YOUNG PEOPLE ENGAGEMENT WE USED THE BEST WAY TO WAKE UP CURIOSITY OF OUR POTENTIAL CANDIDATES A VARIETY OF TOOLS AVAILABLE TO HELP COMMUNICATE WE TRY TO INVOLVE EACH INDIVIDUAL PERSON IN DISCUSSIONS AND ATTRACT ATTENTION 02/10/2017 8

9 ESSENTIAL ELEMENTS OF OUR LANDING PAGE 1 ST PLACE WHEN WE CLEARLY COMMUNICATE RECRUITEMENT AS THE AIM PASSION AS THE KEY WORD AND EMBLEM OF THE COMMUNICATION MOVIE WITH OUR EMPLOYEERS COMMUNICATION BASED ON ENTHUSIASM, WIDELY USED AND ACCEPTED STIMULATORS TO ELICIT EMOTIONS WHAT WAS MOST IMPORTANT SHOWING AND WILLING TO SHARE THEIR PASSIONS WITH US PROMOTIONAL MOVIE 02/10/2017 9

10 OPEN RECRUITMENT DAY OPEN RECRUITMENT DAY - FOR THE NEW MERCURE KRAKÓW STARE MIASTO ON THE 11 TH AUGUST IN THE MIDDLE OF HOLIDAYS PERIOD AND IN A DIFFICULT LABOR MARKET, WHERE EVERYONE IS FIGHTING FOR EMPLOYEES. THE OPEN RECRUITMENT DAY ATTRACTED MORE THAN 250 FANTASTIC CANDIDATES THAT DAY!!! YOUNGER AND MORE MATURE, EXPERIENCED AND QUITE FRESH, PEOPLE OF DIFFERENT CULTURES, BUT WHAT WAS MOST IMPORTANT SHOWING AND WILLING TO SHARE THEIR PASSIONS WITH US. ALLOVER, IN OUR DATABASE WE COUNT TODAY MORE THAN 600 APPLICATIONS ONLY FOR THIS HOTEL. WE HAVE SELECTED APPROXIMATELY 100 INTERESTING PERSONALITIES, WHO WERE SMILING, PROBLEM SOLVING, ENERGETIC, COMMUNICATIVE AND PEOPLE ORIENTED. 02/10/

11 OUR DREAM TEAM - CHOSING CRITERIA OPEN AND TALKATIVE LOTS OF FORMAL AND INFORMAL EXCHANGE WITH RECRUITING TEAM GROUP EXCERSISED FORCING INTERACTION THEY DON T HAVE TO BE HOTELIERS PEOPLE WITH ANY PREVIOUS WORK EXPERIENCE EASY LEARNERS OPEN MINDED PEOPLE PROBLEM SOLVERS EFFECTIVE CUSTOMER SERVICE PROBLEM SOLVING EASY ADAPTING, TAKING RISK AND RESPONSABILITY A PERSON WHO CAN ADAPT TO CHANGES: IN THE WORKPLACE NEWER TECHNOLOGIES IN REQUIREMENTS FOR HIS WORK 02/10/

12 OUR RECRUITMENT WAY TO ASCERTAIN CRITERIA WITHOUTH KILLING ENAGEMENT RECRUITMENT EXERCISES ONE HOUR EXPERIENCE FROM HALLO TO LETTER OF INTENT. PROBLEM SOLVING CASE CASTELLAN REACT ON KRAKOW CASTELL TOWNSMEN'S COMPLAIN 10 MIN. GROUP ASSIGNMENT BRIDGE OVER THE VISTULA RIVER 30 MIN. ACTIVE TASK THE ROYAL FEAST TABLE 10 MIN. 2 FORM 3 POSITIVE RECOMENDATION WAS THE STEP TO SHORT INTERVIEW PASSION & EXPECTATIONS WITH HOD / GM 20 MIN LETTER OF INTENT. ADDITIONAL ACTIVITIES IN CASE OF WAITING MEDIEVAL WORKSHOP TANGRAMS SMALL SWEETS KRAKOW BAGELS AS TAKEAWAY SMALL TALKS WITH GM / DM / T&C STAFF 02/10/

13 PROCESS IN FIGURES? SELECTION PROCESS ASSESSMENT EXERCISES UNEXPECTED, SURPRISING AND ALLOWING TO IDENTIFY CANDIDATES WITH KEY EXPECTED COMPETENCES: POSITIVE APPROACH, ENERGY, PASSION, COMMUNICATION SKILLS QUICK RESPONSE TO SELECTED CANDIDATES DURING 1 DAY CREATE A SENSE OF PRIDE WITHIN POEPLE WORKING FOR US TOTAL COST OF THE PROCESS EURO OPERATIONS TALENT & CULTURE REACHED 6000 MIN. INTERESTED 1000 SUCESFULY APLIED 600 APPOINTED FOR FINAL SELECTION 300 ON ELECTION EVENT 250 SOME WALKIN ALSO READY TO BE HIRED 55 HIRED 47 IMMEDIATE ANSWER A HIREING FORMALITY WITHIN 2 DAYS! 02/10/

14 RECRUITMENT PROCESS IN FEW WORDS: PASSION AS THE KEY WORD AND EMBLEM OF THE RECRUITMENT PROCESS. RECRUTATION CONTEXT RELATED TO OLD KRAKÓW (HOTEL FEATURE) WE WERE DISGUISED IN ANCIENT WAY ASSESSMENT EXERCISES UNEXPECTED, SURPRISING AND ALLOWING TO IDENTIFY CANDIDATES WITH KEY EXPECTED COMPETENCES: POSITIVE APPROACH, ENERGY, PASSION, COMMUNICATION SKILLS QUICK RESPONSE TO SELECTED CANDIDATES DURING THE DAY ADDITIONAL ROOM WITH FILMS, PRESENTATIONS, SNACKS AND FUNNY GAMES SOME OPINIONS WE HEARD: I NEVER THOUGHT IT WOULD BE THAT WAY! I CAME TO ACCOMPANY MY GIRLFRIEND. BUT CAN I APPLY AS WELL? I WAS EXPECTING A REGULAR CONVERSATION, BUT THIS IS FANTASTIC! FOR THE FIRST TIME I CAN SEE SUCH A RECRUITMENT PROCESS. I WORK IN HOSPITALITY, IN YOUR COMPETITION, AND I THINK MY MANAGERS SHOULD COME AND SEE IT. FUN, FUN, FUN 02/10/

15 HOW WE CHOSE MANAGERS PROPER MANAGEMENT IS NEEDED IN ORDER TO FACILITATE A COORDINATED EFFORT TOWARD THE ACCOMPLISHMENT OUR GOALS MANAGEMENT TEAM HAVE TO BE HOTELIERS TO BE ABLE TO TEACH OURE NEW HOTELIERS - IF YOU'VE INCREASED KNOWLEDGE OF WHAT YOUR CUSTOMERS ARE LOOKING FOR, YOU'RE BETTER ABLE TO FIND THE RIGHT STAFF TO SERVE THEM LEADERS ARE CRUCIAL FOR EMPLOYEES ENGAGED AND INJECT MOTIVATION, CREATIVITY & ENTHUSIASM OF THEIR TEAM PROPER MANAGEMENT IS NEEDED TO DEVELOP MOTIVATION OF THE TEAM TO TURN OVER THE GUEST'S INTEREST, CURIOSITY AND PASSIONS OUR MANAGERS KEEP RESULTS ON TRACK BY ENSURING THAT EVERYTHING THAT'S BEING DONE IS ETHICALLY GEARED TOWARD PROVIDING WHAT CUSTOMERS WANT 02/10/

16 1 ST IMPRESSION IS THE MOST IMPORTANT FIRST DAY OF WORK FOR THE TEAM MEMBERS UNEXPECTED ONBOARDING AS A CONTINUATION WE CREATE YOUR EMOTIONS AGAIN FROM THE BEGINNING TO THE END WE HAVE PROVIDED CANDIDATES WITH A HIGH LEVEL OF EMOTIONS WELCOME AND SELF INTRODUCTION DESCRIBE OWN PASSION (EACH TEAM MEMBER) ACCOR HOTELS VALUES EXERCISE WHAT IS THE MOST IMPORTANT FOR US STATED FROM THE BEGINNING CITY GAME (TREASURE HUNT STYLE) - CREATE TEAM SPIRIT, BETTER KNOWING EACH OTHER, FIND INTERESTING INFORMATION ABOUT CITY & THE HOTEL SOCIAL DISTRICT THEY FOUND THE TREASURE PERSONALIZED GADGETS FOR ALL STAFF MEMBERS SUCESS AS THE RESULT OF THE COOPERATION EXCHANGE THERE WERE SMALL LAUNCH IN THE UNUSUAL PLACES AND THE BRAND AWARENESS PART AFTERNOON 02/10/

17 TOGETHER WE MADE OUR DREAM COME TRUE RECRUITING THE RIGHT PEOPLE WHO WORK UNTIL TODAY WITHOUT ANY TURNOVER A STRONG EMPLOYER IMAGE WILL HELP US TO DIFFERENTIATE OUR COMPANY HIGHER THAN EXPECTED A REPUTATION PERFORMANCE SCORE AND ENGAGEMENT SURVEY AND BUSINESS RESULTS EMOPLOYEES WITH THE RIGHT FIT WILL BE MORE LIKELY TO HAVE A HIGHER RETENTION POTENTIAL A STRONG EMOPLOYMENT BRAND INCREASE PRODUCTIVITY CREATE A SENSE OF PRIDE WITHIN PEOPLE WORKING FOR US WE FOUND AS WELL IN THIS METHOD A VERY GOOD ANSWER TO THE ROTATION OF STAFF WHICH IS A REAL ISSUE IN OUR MARKETS 02/10/

18 ALMOST ONE YEAR LATER WHAT OUR CANDIDATES HAD TO SAY ABOUT US THANKS TO THIS RECRUIT, WE MET MANY INTERESTING PEOPLE WITH WHOM WE ARE NOW CREATING A GREAT TEAM! Basia and Andrzej, waiters WORK AT THE MERCURE HOTEL KRAKOW OLD TOWN? IT IS A HOMELY, FRIENDLY ATMOSPHERE BASED ON PROFESSIONALISM AND INDIVIDUAL APPROACH TO GUESTS." Jakub, receptionist 02/10/

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