The Delta Whistler Village Suites is one of two recipients of the second annual go2 the top Award. This award, recognizing the B.C. Accommodations employer that has upheld excellence in human resources and people management practices, was presented to General Manager Kimberley Hughes at the Sterling Service and go2 the top Gala on November 28.
In its relentless pursuit of guest satisfaction and loyalty, Hughes acknowledges, “Exceptional service happens only with exceptional employees. We know that even exceptional employees need a strong foundation in order to be the best they can be everyday.”
Named one of “The 50 Best Employers in Canada” in 2005 by The Globe and Mail’s Report on Business Magazine, Delta Hotels and Resorts has demonstrated a clear and unequivocal commitment to its employees by developing a number of unique initiatives. Its Employee Development Review Guarantee ensures performance appraisals are provided to all employees within 30 days of the employee’s anniversary of employment. Otherwise, the employee is entitled to the equivalent of one week’s pay. Its Training Guarantee also entitles all full-time employees up to twelve hours of cross-training each calendar year, or one week’s pay is provided to the employee.
“Every hotel within the company is bound to offer these guarantees,” says Janet Wruck, Director of People Resources for the Delta Whistler Village Suites. “We’re very fortunate, however, that over the past year we were able to honor these guarantees and did not have to pay any of our team members.”
In a popular resort area where employee turnover can fluctuate wildly from season to season, The Delta Whistler Village Suites has established a set of key training and development programs that have helped retain and nurture many of its employees. Each department within the hotel has designated Departmental Skills Trainers, who are responsible for the orientation and development of each new employee. This, according to Wruck, ensures consistency in training all new employees in their respective departments. The hotel also assists employees in setting clear career goals, along with providing pathways for further career development and training. According to Wruck, “For us to be able to participate in The Pathfinder Program, offered through our parent company, Fairmont Hotels and Resorts, for example, has really helped provide our team members with many opportunities for growth.”
Communication and positive reinforcement have also helped maintain a high level of morale among employees. Monthly Town Hall Meetings, chaired by Kimberley Hughes, provide management and employees with the opportunity to discuss developments at the hotel, share financial results and celebrate achievements. The hotel’s monthly newsletter, Suite Talk, includes a personal message from Hughes, recaps important information on key initiatives and polices, and introduces team members who are new to the hotel.
To keep its employees motivated and focused on providing the exceptional levels of guest service for which the hotel has become known, The Delta Whistler Village Suites recently implemented a program simply called The Smile Campaign. “We initiated this campaign to remind our team members of the importance in always being friendly and enthusiastic with our guests,” claims Wruck. “We posted pictures of smiling employees on the notice boards and hung mirrors in places such as behind the Front Desk so that each time a team member passed by on their way out, they could look in the mirror, smile and carry out that same level of enthusiasm with the guest. Everyone had a lot of fun.”
Ultimately, for Kimberley Hughes, the key to the hotel’s success lies in its employees. “The beds and bathrooms don’t give a hotel heart,” says Hughes. “The people do.”
