Leading a Culture Shift
Hospitality
The client
The parent company of several of Canada’s largest, fastest-growing restaurant chains.
Challenge
- Declining guest count, guest satisfaction and overall profitability
- High turnover and a lack of accountability amongst 5000 millennial employees
- Increasing competitive pressure in a struggling economy
- Desire to create a “Learning Culture” to:
- Elevate the capability of critical managerial roles to coach and develop critical front-line staff
- Create a meaningful point of difference with prospective / current employees
- Improve guest experience
- Increase profits
HORN Solution
- Engaged, inspired and enabled active senior leadership sponsorship
- Created a Strategic Roadmap leading to a more values-based, people-centric culture
- Consistently communicated how the Strategic Roadmap and desired Learning Culture would contribute to company and personal success
- Developed the ability of leaders to be teachers, consistently living the credo “leverage every teachable moment to create value”
- Utilized highly-customized training to improve guest experience
- Entrenched accountability by facilitating ongoing personal growth for each employee
- Created self-sufficiency in terms of building and delivering own training content
