A DELUXE SERVICE isn't only reserved for the guests at the Mandarin Oriental Hyde Park. Staff working for the hotel group also get VIP treatment when they do a good job. Congratulating its 350 employees for their performance and loyalty has become second nature to the firm and rewards are as luxurious as the London hotel. Staff who go beyond the call of duty get thanked with a bottle of Mo‘t & Chandon champagne and colleagues of the month receive vouchers for Harvey Nichols in addition to further fine wine, and a certificate. Employees say work is an important part of their lives, giving an 81% top 10 positive score, they are proud to work for the company (82%, ranking the organisation in the top 20), and they feel they can make a valuable contribution to the success of the business (80%). Director of human resources Keith Edwards says that as far as employee engagement is concerned, the hotel owes a lot to its managers. "A lot of it comes down to managers, the relationship they have with their colleagues has a huge impact on engagement," he says. "So we encourage managers to really get to know their colleagues, to take them out for a drink and understand them and what makes them tick." Employees say managers share knowledge with them and regularly express their appreciation, both 71% positive scores. They have confidence in the leadership skills of their bosses (72%), and say their managers care about them as individuals (74%) and talk openly and honestly (76%). Team building is high on the agenda with an annual management retreat to reinforce strategy and training. Twice a year, half of the workforce visits Dorney Lake in Berkshire, where employees are divided up into 12 groups to encourage interaction and to compete against each other in a variety of events. Staff say that working within their teams gives them a buzz, a 69% positive score, the organisation has a strong sense of family (72%), people go out of their way to help one another (74%), and team-mates are fun to work with (82%). Employees say work is stimulating, with a 71% positive score, agree that training is of great benefit to them (73%, which puts the company in the top 20 nationally) and believe that experience gained in the job will be valuable for their future (79%). A big part of the senior management ethos is to lead by example. Edwards says senior managers try to be visible at all times, some even walking around the hotel and greeting colleagues on a day-to-day basis. "It's also important to have a social side to things and, as well as the hotel taking colleagues out for a drink on a monthly basis, there is a whole calendar of events throughout the year," Edwards says. Senior managers truly live the values of the organisation, say employees, with a 70% positive score. They have confidence in their leadership skills and feel the firm is run on strong values (both 74%), and are excited about the future of the company (80%, a score bettered by just 10 other organisations on our list). www.mandarinoriental.com/london
