Red Carnation Hotels Celebrate Guests and Staff 24/7
Tuesday 23, March 2010
When Bea Tollman, President and Founder of the Red Carnation Hotel Collection, opened her first hotel in London in 1984 she believed outstanding personal service and great value should be the essence of every guest's stay.
Now, with generations of experience in hospitality, and having grown the collection to an impressive thirteen family-run luxury boutique hotels, Red Carnation is regarded as one of the world's finest. With accolades including "Best Hotel in the British Isles" in the Condé Nast Traveler magazine's 21st Annual Readers' Choice Awards, "Best Hotel in the World" in the 2009 US Travel + Leisure World's Best Awards, and "Best Employer in Hospitality and Leisure" at the 2009 Springboard Awards for Excellence, her secret ingredient for success is continued investment in her most prized asset - her people.
Creating memorable moments for each guest is at the heart of each staff member at Red Carnation. The consistently high rankings achieved from guest reviews on the world's number one travel site, TripAdvisor, together with nearly 50 awards in 2009 and 2010, including Caterer and Hotelkeeper's Best Places to Work in Hospitality Award 2009, demonstrate just how enthused our guests are about their experience. Guest reviews such as "flawless service", "extraordinary staff" and "top notch luxury" keep the passion for excellence burning in each team member and fuels the desire to go even further, to exceed guests' expectations, and to ensure we live up to our motto 'No request is too large, no detail too small'.
This commitment to excellence comes from the continued investment in people by caring for and nurturing them as only a family knows how. This approach clearly reaps dividends for the company and extensive training, reward and recognition programmes are paramount to Bea Tollman. Red Carnation delivers over fifty different internal training programs, including the specially designed Management Trainee Programmes, to ensure talented individuals receive the guidance and business acumen to fulfil their potential within hospitality. Many of these are linked to internationally recognised qualifications and include extensive leadership and management initiatives.
Staff remuneration through rewards is a key ingredient. Individual and department incentives together with social events throughout the year are just some of the ways in which Red Carnation recognises and rewards good performance whilst reinforcing strong family values.
Now in its 12th year, over 700 staff are set to attend a glamorous Dinner Dance, at The Hilton Park Lane in London, 28th March 2010. Some 100 employees will be flown in from the overseas hotels, some from as far as South Africa, to celebrate the collection and the achievements of the team members. The evening will see over 130 staff recognised for their outstanding contributions as managers and employees over the past twelve months, as trainers, and as individuals who were willing to go way beyond their ordinary duties for the benefit of guests and other members of the team as well as honorary awards for length of service. Generous cash prizes, weekends away, trophies and certificates will mark the occasion for the winners. Above all, and most importantly however, it's an opportunity for friends and colleagues to get together and have some fun.
Bea Tollman expresses the importance of all these factors beautifully, stating "When you work closely with people day in and day out you become a family, and that's how I see our staff. Likewise, we're creating a 'home from home' for our guests, and treat them as we would treasure family friends. A true appreciation of people, those that work with us and those that stay with us, is at the heart of everything we do, as evinced by the extremely low staff turn-over. But it all starts with staff training, development, recognition and, ultimately, promotions from within. We're totally dedicated to helping every individual fulfil his potential, because it's the only way to deliver the ultimate guest experience. There are no short cuts or half measures.
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