Warm, Connected Community…. by Claire Dickie

The values of the Sheraton brand are embodied in all that we do here at The Sheraton Grand Hotel and Spa in Edinburgh and we truly are a place where our people feel valued and rewarded and as a result stay longer.

49% of our workforce has been with the company for 5 years or longer and our culture of continuous professional development ensures that we are investing in the futures of all of our associates on a daily basis. A comprehensive 2 day induction, which includes an overnight stay to experience the hotel as a guest; wide ranging on-the-job training and coaching which includes collaboration with other key departments, cross training and service culture training allow all of our teams to really embody the culture and the values of the workplace. Tools such as succession planning and talent reviews, bespoke trainings based on individual needs, and a creative supervisory development programme linked to an ILM qualification ensure that we are continuingly developing as each associate.

We truly believe that the atmosphere we have created is welcoming, our culture is one of inclusion and community spirit where teams collaborate together for the common goal of ensuing all of our guests enjoy an amazing stay, want to return and spread the word to their friends and family. In this era of social media, it is comments from guests who cite the warmth and friendliness of our associates, which really show that this positive and inclusive culture is filtered down through the ranks.

Yes, hospitality is hard work, every day is different and there are always challenges along the way but people make the difference and I believe that the people here at The Sheraton Grand Hotel and Spa really embody our values and expectations.

How do we achieve all of this? Our relationship with Training Matters has been built up over a number of years as they help our associates achieve SVQ qualifications as well as more tailored approaches in leadership, coaching and development and it truly is a partnership based on shared values and expectations. They provide a personalized service which is both personable and accommodating to the needs of all of the team here and it’s a relationship that I believe will continue for many years to come.


Written by Claire Dickie, Assistant Human Resources Manager & Service Culture Champion - SHERATON GRAND HOTEL & SPA

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