Sheraton Skyline reaches for the stars: Recruitment and training practices help hotel to win prize for excellence

Abstract

Purpose

The paper aims to describe the human‐resource (HR) management practices that helped the Sheraton Skyline Hotel to win the London Excellence award for organizational learning.

Design/methodology/approach

The paper draws on information provided by the hotel's general manager.

Findings

The paper describes how the hotel recruits people on the basis of attitude rather than skills, trains them, uses 360‐degree feedback as a basis for setting their development priorities, communicates with them in an innovative way and employs a wide range of incentive schemes to preserve the “family” feel of employment at the hotel.

Practical implications

Contains plenty to interest HR managers operating in areas where employee turnover is traditionally high.

Originality/value

The paper demonstrates that recruiting the right people, training them properly and treating them well in their work can significantly reduce employee turnover and improve customer satisfaction in the hotel industry.

Citation

(2006), "Sheraton Skyline reaches for the stars: Recruitment and training practices help hotel to win prize for excellence", Human Resource Management International Digest, Vol. 14 No. 1, pp. 13-15. https://doi.org/10.1108/09670730610643918