Other results

Novotel London West

Campaign:

Promoting a Culture Change

Since 2001 the hotel’s reputation and role has changed dramatically. The property is now widely considered as one of the leading large hotels in London, and a benchmark for flexibility, quality and service excellence.

Objectives:

To differentiate Novotel London West from negative perceptions of the Novotel brand
To engender pride and ownership among hotel employees
Create promotional opportunities and raise awareness of Novotel London West’s customer service orientated USP

Activity:

Account director, Alistair Turner comments, “By entering the hotel into a series of customer service and business awards, we generated third party endorsement, credibility and media exposure for the hotel. The initiative worked so well that we now have a programme of annual awards which we enter Novotel London West into. These cover a broad spectrum of disciplines, appropriate to the business, including hospitality, customer service and HR & Personnel.

“The judging process for these awards has added additional benefits, as a wide variety of the hotel’s stakeholders such as journalists, editors and influential industry figures, have visited the property.”

Results:

Awards won:

National Customer Service Team of the Year

Service Excellence Awards, Unisys / Management Today

Green Apple Awards

National Customer Service Awards

HR Excellence Awards, HR Magazine

aeo Awards

The hotel has:

Become a best practice example to business

Gained a reputation as an expert in new industries, e.g. HR, personnel, catering

Achieved coverage in a wide range of previously unattainable media, e.g. Sunday Telegraph, Financial Times, Management Today, HR magazine, BBC Good Food, UKTV Food

Gained credible (and well earned) third party endorsement