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The Challenge

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.

Headspring is for us a guarantee of quality. We have worked with them for many years and they have never failed us. The quality of their professionalism is excellent together with their listening skills and willingness to offer us the best service. Faced with a challenge like the one we had a few months ago, we had no doubt that going to Headspring was going to be the best option.”

Luisa Espinar Vila, Employee Experience Director

The Solution

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.

Target Audiences

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.

Human Resources Teams

HR teams explored topics such as influence, managing conflicts and difficult conversions, as well as self-transformation.

Hotel Management Teams

Hotel directors and managers explored important topics such as Leadership, Wellbeing & Resilience, and Critical Thinking.

Guest Experience Teams

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).

Asia

Europe

Americas

The Impact

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.

Our Philosophy

What Makes it Unique

Delivering deep and current insights into real business-relevant topics, we will help your team stay abreast of technological, political or economic trends as they happen.

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Fully Online. Live or On-Demand

A high-impact leadership program created to meet the demands of the world we live in. Fully online.

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World-Class Journalists & Professors

Learn from some of the world's most influential and well-connected Financial Times journalists.

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We design and deliver transformative learning solutions to some of the world's largest businesses.

Next Steps

How we will work with you

Co-creation is one of the key principles of the Headspring approach. We don’t assume we have the answers – instead, we work with our clients to create and deliver a solution that meets its main goals and objectives. As part of this process, the next steps will include:

Connect

The first step is to connect with our corporate partnerships team. We will diagnose your needs and set a clear goal for your program.

Co-design

The second and most important step is to design a program that meets you business objectives and strategy in the short and long terms.

Bring to life

The third step is when we bring your program to life. Our team will be ready to ensure the plan is followed through and that objectives are met.

Measure impact

After the program, we will continue working with you to help you measure the results and the impact in your business.

Ready for the next step? We are.

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