The Landmark London is an oasis of luxury and tranquility in the heart of the capital, combining classic style and grandeur with contemporary flair and world class service. For over 100 years, this Grande-Dame Hotel has been one of London’s most iconic 5-star properties. Its illustrious legacy includes all the marks of greatness including an opening ceremony with members of the Royal Family.

The Landmark London believes in empowering its people while creating, as they say, a friendly and family atmosphere for everyone to enjoy. A key part of their company vision and purpose is to challenge each other to enrich their teams and their business to create fulfilling careers and engaging work.

Creating a Culture of Inclusion

“The results & improvements we have seen throughout the business are incredible, & we truly believe that the development delivered by Dale Carnegie has had a direct impact on our business results.”

Nicola Forshaw,
Director of Human Resources

“The Landmark London has benefited hugely from the relationship it has had with Dale Carnegie for the last 5 years, it has been pivotal in developing our culture and in the learning and development of all of our Senior Management Team.

Andrew Batchelor,
General Manager

Challenge

In order to achieve their company’s vision, the organisation wanted their senior team to embark on a journey of cultural change, actively focusing on employee engagement and inclusion to drive the business forward. As part of this programme it was essential for the senior team to look at things differently to truly enable the desired change to happen.

Solution

After assessing the business needs it was proposed that The Landmark’s team should attend several of Dale Carnegie’s core programmes.

Over the past 5 years the courses have been rolled out internally, starting with the Senior Leadership Team, then to other senior managers, Heads of Department and supervisors.

Results

The on-going training has seen guest satisfaction and staff retention rates increase by 10%. Upselling is up by a third and employee engagement levels are now outstanding.

This has led to the hotel being voted No.6 in The Times Top 100 Companies to Work For 2019, as well as retaining the highest award possible from Investors   in People – Platinum Level.

It has also been named The AA 2019 Hotel of the Year.

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