IHG Winning Ways Flashcards
What Winning Way is this?
Aim Higher
What Winning Way is this?
Celebrate Difference
What Winning Way is this?
Do the Right Thing
What Winning Way is this?
Show We Care
What Winning Way is this?
Work Better Together
What is do the right thing?
We always do what we believe is right and have the courage andconviction to put it into practice, even when it might be easier not to. We are honest and straightforward and see our decisions through.
- We keep our promises and we don’t let people down.
- We seek out the facts and trust our judgement.
- We take decisions even when they’re difficult.
What is Show We Care?
We want to be the company that understands people’s needs better than anyone else in our industry. This means being sensitive to others, noticing the things that matter and taking responsibility for getting things right.
- We treat people as individuals.
- We look and listen for the little things that make a difference.
- We use our experience to find new ways to deliver great service.
What is Aim Higher?
We aim to be acknowledged leaders in our industry, so we have built a team of talented people who have a real will to win. We strive for success and value individuals who are always looking for a better way to do things.
- We put our hearts into learning new things.
- We challenge ourselves and those around us.
- We always look for ways to improve.
What is Celebrate Differences?
We believe that it’s the knowledge of our people that really brings our brands to life. While other companies may want to impose a rigid, uniform view of the world, we do not. Our global strength comes from celebrating local differences while understanding that some things should be kept the same.
- We welcome different perspectives and listen to everyone’s ideas.
- We are respectful of all cultures and look to learn from others.
- We play an active role in the communities in
What is Work Better Together?
When we work together we are stronger. We’re at our best when we collaborate to form a powerful, winning team. We listen to each other and combine our expertise to create a strong, focused and trusted group of people.
- We work hard to develop excellent working relationships.
- We think about what we do and how it might affect others.
- We trust and support each other.
A colleague tells you they are not feeling well today and they don’t want to go home because they need the money…what is the right thing to do?
Alert manager, and Manager needs to alert HR and talk to employee and assure them they need to go home and will not be penalized.
After a less than favorable review, an employee tells a colleague they are going to get back at their manager…what is the right thing to do?
The employee must alert the manager and the HR department.
An employee had a death in their family and it is noticeable that they are not doing well at work. How should the manager show they care or show compassion to their colleague?
The manager should have a private conversation with the employee/colleague and ask them how they are doing. Suggest the contact the EAP for assistance on how to cope with a death in a family.
You notice a guest in the elevator seems upset and overloaded with bags, etc. Their key card is not working to access the Club Floor. How can you show you care?
Assist w/ the key card and offer to help w/ their bags and escort them to their room. If the key card will not work for you, offer to ride the elevator w/ them back to the Ground level to obtain a new key card and again offer to escort them to their room assisting them w/ their belongings.
Colleague comes to their manager indicating they are happy in their position but are interested in learning about a different department and how it is run.
Manager should inquire w/ HR department as to how this colleague could cross train in the department of their choice for a day(s) so they can determine if they are interested in further pursuing studies in this area for their future growth.
Sales and Catering managers should annually conduct comp set tours of Hotels in our city to become familiar with our local competition and how they are conducting business.
One idea is to have one of our colleagues stay at a local property for a night and experience that hotel as a guest first hand. For example, order room service, eat in the restaurant, etc. So we are able to compare what other hotels are offering guests in our City.
What are ways to celebrate differences?
Volunteering in our local community for various projects such as The Food Bank, donating meals at Thanksgiving and Christmas to Ronald McDonald House and our local Law Enforcement Officers, our Annual Pumpkin Decorating Contest and celebrating Black History Month featuring our own employees and showcasing what they do throughout the community.
What is the best way to meet and get all the details on large events that are upcoming?
It is important that colleagues attend BEO Meetings, Resume Meetings, and Pre-Cons to obtain all of the information on upcoming events. A lot of preparation goes into the information that is shared at those meetings and it is vital to the success of the event that everyone attend. It is also vital that each manager that attends those meetings share the information with their Teams so everyone is informed and knowledgeable of the details of the events.
Hotel is very busy and Operations Team is unable to stop to attend a meeting. What do you do to receive the information on upcoming events?
It is the responsibility of the Director/Manager to request the meeting be rescheduled or obtain the information from the Catering/CS Manager and share the information with the Operations Team.
