1. Hotel Name COUNTRY
Creating a Culture
of
Performance Management
By Michael Smith
HR Director Novotel Ibis WTC – Dubai, UAE

2. Hotel Name COUNTRY
•Accor Group - Brief Overview
•Why use a Performance System
•Elements of Competency based programs
•Move Up – Novotel Brand Project
•Identifying Senior Management competencies

4. Why create a performance Management System ?
• It creates structure across your business
•It delivers at all levels – Multi Brands
•Offers associates of all levels the best possible pathway to
attain their career goals
•Recognition tool
•Supports retention
•Saves costs – 50% Annual salary cost
•New Hotels in Dubai during 2012
•15 New Accor Hotels in the GCC in the next 3 years

5. Accor Corporate HR Strategy is “The Best of Us” Accor 2015.
Within this strategy are brand performance management systems
which meets the needs, not only of the associates involved but
essentially the needs of the client and the business.
At Accor we have established a culture of performance management
at all levels across our workforce which Measures – Rewards and
Develops our associates to offer them the best possible vehicle to
attain their career goals and be what they want to be within the Accor
family.

6. Culture of Performance
Measure
Reward
Develop

7. Measure
Competency Based Assessment: recruiting, promoting
Global Harmonisation Tools: a unique evaluation form across the
brands and levels GMs/ HODs and another one for employees
Assessment Centres: for development purposes: all VP of
Operations are assessed in a centre designed by an external
consultant based on Accor core competencies before being promoted
Guests Feedback: internal and external comments, employee opinion
survey every 2 years

8. Rewarding
Incentive Schemes: yearly bonus on achieving pre-set KPIs, sales
incentives, stock options
Accor Bernache Awards: for the values including performance and
innovation
Accor Middle East Awards: yearly awards for best performers in the
hotels in Smile, Heart and Najma (outstanding Performance)
categories

9. Develop
Academie Accor : overall training for all level and fields
Revenue Management Pass, Sales Pass, Distribution Pass,
Training Pass : qualifying training programmes with 3 levels of
Certification by an external body.
International Hospitality Management Programme: to develop
future hotel General Managers and number 2s
Brand Development Programmes
Sofitel : School of Excellence
Pullman : Body and Soul
Novotel: Move Up
Ibis : Players

10. Special Focus

11. Our Employee Promise
At Novotel,
we grow faster
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12. Element’s of Move UP
Employees HOD GM
Induction Welcome: Induction programme
Itineraires:
Itinéraires Globe Trotter GM Pass
Skills and Competency
personal Qualifying
based Become a Head Become a
development training for
program of Department General Manager
employees
Recognition Visa: Exchange programme
Development of
Novotel service culture Novotel Service Attitudes
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13. Welcome: Effective induction
A progressive 6-month programme
- Know the brand & its promise
Discover Novotel
E-Learning sustainable development
- Understand our guests’ expectations
Novotel Service attitudes
- Involve all actors
Mentoring program
- Train and assess skills
Itineraires – (graduate level)
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14. From arrival to the 6th month….
Discovery
and appropriation
Prepare and
organise the 1st day
Novotel “Bienvenue
Discover Service Chez Accor”
Novotel Attitudes training
Welcome Training training
2h
Hotel Stay 0.5 day 1.5 days
Letter (6 modules x 1 - 2h)
GSS
1st day 1st month 3rd month
Novotel’s Itinéraires
Spend Open Induction Novotel’s Sustainable assessment
1 day meeting assessment Customer Graduate
Development
in another with the Commitment level
Training
team GM Training
1.30 h Competancy
0.5 day
6th month
4th month 5th month
Assess and
Foster openness Assess and Discovery be assessed
and sharing be assessed and appropriation 14

15. Itinéraires:
 Support to help the employees choose
their professional development program
 Clear vision of the expected skills
 Combination of managers assessment
and employees self-assessment
 Recognition of skills
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16. Itinéraires:
Qualifying Training for employees
Dynamic progression
on 3 levels
Novotel
Master
Novotel
Bachelor
Novotel
Graduate Evolve at
your own pace
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17. Itinéraires:
Competency based Qualifying Training for employees

18. General Managers: Competencies Identified
Business Management
Human Resource Management
Financial Management
Marketing & Distribution
Sustainable Development
Environment
Local resources
Diversity

19. General Managers: Competencies Identified
Example
IHMP Projects
Before: work alone on a project that was purely hotel based.
Now: group work, 5 participants from around the world with different
backgrounds and experience
Project:
As land has been purchased in Berlin by the company. Decide what
hotel size and brand(s) should be built.

20. In Summary Performance Management:
Needs to be all encompassing across the
business, to everyone and for everyone at all
levels.
Is a key driver in the success of any
business and must be kept alive.
Is an effective Sales tool to attract, retain
and develop your companies most important
resource
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