Best resourcing talent, L&D, Coach professional or initiative

Frasers Hospitality's experimental use of new technology, accessible global leadership and investment in staff development mean its international HR practices are driving business performance.

Relocate Editorial

9 June 2020

This article is taken from the the special Relocate Awards 2020 supplement – the must read for HR, global managers and relocation professionals.Click on the cover to access the digital edition, read all of the articles on our website, or order your printed copy.

Evidence shows excellent global people practices drive business performance. The winner of this award exemplifies how engagement, investment in people and innovative use of technology can drive employee retention, guest satisfaction and growth.“Frasers Hospitality clearly demonstrates that happy staff do deliver great customer service and drive business results,” said one of the judges in their summing up.

Innovative technology and global leadership driving engagement and performance

The Think Global People judges’ resounding endorsement was backed by the entry’s solid evidence of a number of successful initiatives. These include .

Together, they are providing Frasers’ employees – known internally as “Frasians” – with the best tools possible to perform at their optimum as both individuals and as valued members of a truly global team.Posting impressive staff retention rates relative to the hospitality sector as a whole, Frasers’ approach is also translating into very positive guest feedback. Reviews on platforms like Glass Door, Trip Advisor and TrustYou attest to the esteem in which Frasers’ integrated approach to talent resourcing, learning and development and flatter hierarchies backed by open-door policies is paying off.

People-led initiatives delivering growth

Among employees and guests, it is clear there is a great deal of love for the global serviced hotel and apartment provider. So, what is the secret of Frasers’ success?

“We are proud of our people-led initiatives that have helped our business grow,” says Louise Smith. “We conduct regular employee surveys and act on the results. This is helping us to grow and maintain employee satisfaction.”Among the challenges for international companies can be myriad languages, cultures and time zones. Frasers’ solution to this is to have a positive attitude to technology as part of its global leadership approach towards nurturing staff engagement.It is using software like Zoom and Facebook meetings to connect colleagues around the world. Making sure everyone across the company is comfortable with technology and investment in e-learning has paid off handsomely. It will continue to do so with a number of new initiatives in the pipeline, such as the drive towards e-procurement and paperless offices – part of the company’s commitment to CSR.

Smart tools to empower teams and enhance service offering

“We have been experimenting with ways to adapt to new technologies across our workforce to provide more efficient and cost-effective results,” says Louise.Housekeeping staff in particular have benefited, enabling them to offer a streamlined and more guest-focused service. A Cloud-based app works simultaneously with in-room smart controls so teams can now prioritise order of service and begin preparing rooms for the next guest in a more productive and timely manner.RFID (radio-frequency identification) tags on bed linen are also lightening the load for housekeeping colleagues, eliminating once labour-intensive tasks like hand-counting and separating linen, and putting Frasers at the forefront of innovation in the sector.“Innovation is a core value of the FHA global brand and when it comes to IT, we like to be at the forefront,” said Matthew Rubie, Country General Manager for Australia.

“Happy staff deliver great customer service and results”

The Think Global People judges agreed, concluding: “The wide range of employee initiatives and CSR actions indicate that this company is taking great strides to improve the global leadership of its people with the actions paying off in practice. Frasers Hospitality clearly demonstrates that happy staff do deliver great customer service and drive business results.”Collecting the Think Relocate Rebecca Hollants Van Loocke, Chief Operating Officer, Frasers Hospitality, said: “We’re delighted to have won this award. We’d firstly like to thank Relocate Global. Secondly, I’d like to thank our talented team of Frasians. Without you, we wouldn’t be delivering great customer service everyday. So, thank you again for recognising our work. Thank you Relocate Global and thank you Frasians.”https://www.frasershospitality.com/enAward supporter: AoEC

Find out more in the Relocate Awards 2020 section!

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