The Differences That Make a Difference
Although the Grosvenor House has been a JW Marriott Hotel since 2008, the luxurious five-star hotel has been a beacon to Londoners and travelers alike since its opening in 1929. Its doors are open to everyone from vacationing families and globetrotting businesspeople, to jet-setting celebrities and international royalty.
Just as diverse is the Grosvenor House team, which represents nearly 80 nationalities. From their first day on the job, associates learn the importance of valuing differences through participation in a unique training program with courses in cultural awareness, disability equality, language proficiency, and human trafficking awareness and prevention. The program helps associates become more knowledgeable, fosters teamwork and enables a high level of service to the guest. Recognizing that 20 percent of the hotel’s guests are from the Middle East, the hotel developed and implemented a customized training session on Middle Eastern culture. This training strategy not only builds associates’ cultural competence, but enables the hotel to focus on the “differences that make a difference,” which are essential to creating the right customer experience.
The hotel’s cross-cultural lens was evident during the 2012 Olympics. As a recognized International Olympic Committee Hotel, Grosvenor House formed its own hotel Olympic Committee, with members of each department keeping their teams updated and aware of the diverse needs of their Olympic guests. As a result, the hotel was recognized by the International Olympic Committee and invited to hold the International Olympic Commission Session, a high-profile, three-day meeting with representatives of all 205 Olympic nations, including royalty and heads of state.
Since the Olympic Games, the hotel has been able to secure significant games-related business, including the Paralympic Ball, the BT British Olympic Ball, and Olympic Champion Mo Farah’s Foundation Charity Ball. They were also asked to accommodate a group of 240 guests from the household of the Sultan of Oman during the Queen’s Diamond Jubilee. The hotel has experienced a year-over-year increase in sales revenue of 14 percent.
The hotel has an exceptional community outreach strategy that focuses on three key charities: Help a Capital Child benefits underprivileged children in London; Fairbridge Prince’s Trust helps train disadvantaged young people for promising jobs; and Springboard is a hospitality industry charity that assists disadvantaged young people and promotes careers. The hotel team is committed to engaging with organizations to make a difference to under-represented groups in the local community.
Grosvenor House continuously embeds a global mindset into its daily operations and embraces the unique talents and contributions of its associates. The team’s strong commitment to diversity and inclusion has created a welcoming environment that appeals to associates and guests alike. In 2012, the hotel increased its Engagement Score, lowered associate turnover and improved Overall Satisfaction GSS scores. This team’s dedication, focus and commitment to inclusion have made the Grosvenor House, A JW Marriott Hotel an international superstar and an excellent example of how embracing and valuing differences make a real difference.