Heritage Hotels (internal change management campaign)
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The Heritage Hotels internal campaign was a direct fall out of a full and thorough brand review for the entire Group and all 19 properties in it. Through a strategic review of the brand, a big part of their short fall came down to the product (guest's experience) onsite at each of the hotels. They were not living up to their brand promise.
We narrowed in on the most prevalent aspects of a guests stay within any one of the hotels, the fundamental aspects of that stay that you should come to expect as a premium service that would make you return time and time again.
But before front line successes could come into play we were required to educate our internal audience (employees) around how they could play their part in selling in an exceptional experience to all guests across those 4 very fundamental aspects of their stay (EAT, SLEEP, WORK, PLAY).
There is a huge amount of background around how this campaign took shape but in short this was a bright, engaging, casual (in terms of playful language) short term poster campaign that allowed us to bring employees on the journey and help them excel in their role. It was the mantra to delivering exceptional service using a bold colour palette, a clever use of language and engaging photography.
We narrowed in on the most prevalent aspects of a guests stay within any one of the hotels, the fundamental aspects of that stay that you should come to expect as a premium service that would make you return time and time again.
But before front line successes could come into play we were required to educate our internal audience (employees) around how they could play their part in selling in an exceptional experience to all guests across those 4 very fundamental aspects of their stay (EAT, SLEEP, WORK, PLAY).
There is a huge amount of background around how this campaign took shape but in short this was a bright, engaging, casual (in terms of playful language) short term poster campaign that allowed us to bring employees on the journey and help them excel in their role. It was the mantra to delivering exceptional service using a bold colour palette, a clever use of language and engaging photography.
