Aiming at excellence at the Forte Hotel Group
Ten million pounds for an excellence programme sounds considerable. But a complete ‘makeover’ of a corporate culture was never going to be cheap. Launched by the then new chief executive Antoine Cau in 1998, three years and one million training hours later, the Forte Hotel Group’s Commitment to Excellence programme had involved every single member of staff in 250 hotels world‐wide and all Forte head offices. Today the programme is paying appreciable dividends in terms of customer and employee satisfaction and staff retention rates.
Year of publication: |
2002
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Published in: |
Strategic Direction. - MCB UP Ltd, ISSN 1758-8588, ZDB-ID 2089990-7. - Vol. 18.2002, 2, p. 4-5
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Publisher: |
MCB UP Ltd |
Subject: | Quality programmes | Service quality | Organizational change | Forte Hotel Group | Hotels |
Saved in:
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