This is really a good case study for the hospitality industry and being a former hotelier of 20 year

Bringing emotional intelligence tools and skills into the leadership team assisted car company insurance rental the Sheraton Studio City to rapidly and successfully transform into a top-performing property car company insurance rental with #1 Sheraton ratings and a 24% increase in market share.
In December, 2002, a new General Manager was taking car company insurance rental over the Sheraton Studio car company insurance rental City Hotel to increase profitability in the 302 room / 592 bed property.  Changes in the Orlando tourist market and numerous management changes over the previous years created a unique set of challenges.  Guest satisfaction scores were not at an acceptable level, sales were off, morale was low, and departments were not working together smoothly.  In the General Manager’s view, “We struggled to focus on the necessary changes, but territorial struggles and low morale car company insurance rental seemed car company insurance rental intractable.  We had difficulty even framing many of the issues.” The new General Manager, Grant Bannen, and his HR Director, Catherine Melnyk, invited a proposal from Six Seconds to assist with the turnaround.
The Organizational Vital Signs climate assessment was used to pinpoint issues from an employee perspective we delivered the survey over a 2-day period and presented results on the third day. The management team agreed to take action to improve three “hotspots” on the survey:  Collaboration (Teamwork), Trust, and Motivation.
Over the next 10 months, an expert from Six Seconds met with the management team for a total of 18 hours. The front desk team received similar training, and four other groups of line staff each had two 2-hour trainings. Each meeting focused on raising awareness and skills car company insurance rental in one of the three “hotspot” areas.
car company insurance rental Among other topics, the teams were taught car company insurance rental an introduction to emotional intelligence, the Six Second Pause to manage reactions, Conditions of Satisfaction to increase accountability, a model for intrinsic motivation, and Emotional car company insurance rental Awareness for improving employee and guest interactions.  The sessions emphasized the importance and value of emotions both for interfacing as a team, with employees, and with guests.  A consistent car company insurance rental theme of the trainings was “Quality Comes from the Inside” under the premise that our internal state of affairs ultimately translates to how we deal with customers.  Using Six Seconds learning design, the majority of the trainings focused on experiential learning leading to meaningful dialogue and reflection.
Several of the leaders received one-to-one coaching ranging from two to twelve hours.  While the scope of the project did not include performance assessment, leaders were coached to have clear expectations of how managers and employees should treat one another, and that it might be necessary to replace managers who were not meeting expectations. car company insurance rental The General car company insurance rental Manager replaced car company insurance rental three managers, and the HR department conducted additional training on standards.  The management team increased on-the-job training and made extensive efforts to raise quality standards and expectations of employees.
The climate was noticed by guests.  Guest comment cards reflected three major themes warmth, genuineness, and attention, with many comments coming in about the staff being proactive in meeting guest needs.  A few actual comments from the hundreds car company insurance rental of examples from this final months car company insurance rental of this initiative:
In addition, the property was Sheraton’s number one rated vacation property in October and December of 2003 in all “staff friendliness” measures, with a 9.2 (out of 10) rating in December ‘03.  Overall satisfaction rated by guests at the hotel (ie., non email responses) was the hotel’s highest ever at 8.76 (exceeding Sheraton targets by 4%).
The significant improvements in the climate and the resulting business improvements are due to outstanding work on the part of the hotel’s executive team.  Mr. Bannen is a leader that people like to follow, he is driven by a commitment to superior service, and he formed a team that shares this passion.  So certainly car company insurance rental the hotel would have improved over the year without the additional consulting.  In his words, though, “We might have been able to do it ourselves, but it certainly would not have happened as quickly and effectively if we hadn’t car company insurance rental had the support of Joshua Freedman and the Six Seconds’ car company insurance rental team.”
Mr. Bannen credited the process for increasing the focus and clarity of his team’s efforts: “The process helped uncover the underlying issues car company insurance rental which hindered our performance. In many cases we were unaware of these issues, and each session with Six Seconds helped us move toward resolution and boost the positive momentum.  While it’s not a totally car company insurance rental causal relationship, I think it is more than coincidental that our actual market share was 119.8% of our fair share in the last quarter.”
Joshua is one of the world’s preeminent experts car company insurance rental on developing emotional intelligence to create positive change. With warmth and authenticity, he translates leading-edge science car company insurance rental into practical, applicable terms that improve the quality of relationships to unlock enduring success. car company insurance rental Joshua leads the world’s largest network of emotional intelligence practitioners and researchers.
This is where it all started for us at the Sheraton. We went on to experience the lowest turnover in the company (31% unheard of in the industry), produce car company insurance rental an outstanding management team that made up the corporate task force for the new hotels. I am very proud of my years there and have taken with me the importance of EQ in the workplace. Josh was an incredible facilitator.
Great to see you here Catherine car company insurance rental I think a large part of the success of this project was that you and Grant really got it and made the commitment to create that kind of change. I find it amazing that the industry accepts car company insurance rental such high turnover, it s clear why it s so difficult to create car company insurance rental a real culture In this case, keeping people who wanted to be part of this kind of culture made a huge impact.
I am in the midst of using the DHP Leadership modules car company insurance rental with our entire leadership team (highest level to lowest), and in preparing for the module on Change That Works, I re-read the book that Six Seconds wrote and published, Inside Change. This book provides a very practical application of EQ, and an outstanding model of the change process.
Why did it strike me even more so now .I suppose it s a living example of what Six Seconds espouses in terms of its approach to learning Reflect as being a key component for understanding and growth car company insurance rental ..it works.
I m so looking forward to hearing how they re responding to the Developing Human Performance programs. I m so impressed that you got the buy-in to do these with ALL the leaders. As a result, I expect we ll be able to read an outstanding car company insurance rental case study here in a few months about how this shared vocabulary and shared tools for change are creating alignment in the organization. Which is probably especially difficult and especially important in a government unit (ie, where you work).
This is really a good case study for the hospitality industry and being a former hotelier of 20 years myself with brands like Marriott, Hilton car company insurance rental and Parkroyal, I agree wholeheartedly on what has been shared. I believe that we need EQ more so than ever in the fast changing, moving car company insurance rental demanding landscape of hospitality business and world.
Being part of the Six Seconds team of certified practitioners and trainers has really given me the knowledge, tools and skills to be an active EQ ambassador and champion, for businesses, schools car company insurance rental and the communities would really benefit from it
Thanks for your perspective Jonathan as someone who has an inside knowledge of the industry, and expertise in EQ, it s great to read your views. It does seem that in this sector, just as everywhere else, the pace and complexity are increasing. car company insurance rental How do we facilitate our people to handle that complexity, and do so with a genuine smile and true connection with our customers?
Imagine if everywhere in the world, children learned the essential skills of emotional intelligence -- so they could navigate the complexities of life more effectively. Here's a step toward that in Brazil.
Six Seconds is a global network supporting people to create positive change - everywhere, all the time. We teach the skills of emotional intelligence to fill the "missing link" needed for people to become more aware, intentional, and purposeful so individuals, teams, organizations, families, schools and communities flourish.