How Meliá moved from uncertainty to future planning
2020 was a dramatic year for hospitality. Businesses across the sector had to be agile and innovative to stay afloat.
Being informed about the situation and staying objective whilst having the ability to anticipate post-crisis scenarios have been crucial to navigate through the crisis.
Meliá Hotels International, a global chain with 374 hotels in 40 countries, reached out to Headspring to find a program that could better prepare their management for how to lead through uncertain times, and ultimately, prepare them for the future of hospitality.
Emphasis on customisation
As customisation was key for Meliá Hotels International, Headspring developed Stay Safe with Meliá, a program focusing on three different leadership audiences: HR, Hotel Management and Guest Experience, each with a different program stream featuring tailored content.
“Customisation is one of the aspects we consider most important nowadays. It is not “one size fits all” for our executives. Each group of leaders has its own needs given their unique profiles, professional circumstances, and the different challenges they might face”, says Luisa Espinar Vila, Employee Experience Director.
Three Learning Streams
“Our top priority, with the different training and development programmes we undertake, is to cover those needs. The Stay Safe with Meliá training program was targeted to three different audiences and its contents and methodologies were customised to each group”, adds Luisa Espinar Vila.
HR teams explored topics such as influence, managing conflicts and difficult conversions, as well as self-transformation.
Hotel directors and managers explored important topics such as Leadership, Wellbeing & Resilience, and Critical Thinking.
Guest experience teams explored topics such as influence, managing conflicts and guest experience in critical times.
HEADSPRING’S METHODS AND EXPERTISE COMBINED WITH THE MAGNIFICENT FACULTY WERE THE MAIN REASON FOR CHOOSING THEM. Luisa Espinar Vila, Employee Experience Director at Meliá Hotels International
A Global Bilingual Program
The program started with a kick-off session led by André P. Gerondeau, the COO of Meliá Hotels International, and Tom Robbins, Travel Editor at the Financial Times. Each program stream had multiple groups of 35-40 participants per group. Each session was also delivered in two languages (English Spanish) and in three different times zones (Asia, Europe, Americas).
A New Mindset
Participants across the different streams remarked that the program re-shaped their thinking on how to tackle challenges of a post-COVID world.
Thanks to the program, a high percentage of Melia’s collaborators say they have more and better tools to face the current situation with greater stability, resilience, listening skills, etc., all of which are key skills for facing an unprecedented situation where uncertainty is an aspect we must live with on a daily basis.
“The delivery of the program exceeded expectations. The quality of the Headspring faculty, the content which has been adapted to the current situation, the tools provided, and the closeness demonstrated by all the trainers, despite the fact that the program was 100% online, were all highly valued aspects”, concludes Luisa Espinar Vila.
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