Macdonald Hotels

12 October 2005
Macdonald Hotels

Our vision
In order to create a positive and service focused culture, Vision and Values were established by the business for the business and launched in 2005. Our vision is ‘to consistently exceed the exectations of our guests and our employees through a passionate and progressive approach to hospitality'. Our values include integrity, customer focus, achieving results and enjoyment.These underpin our business strategy going forward for the next five years. From this a robust Quality and Standards culture was created incorporating core standards for each discipline from breakfast standards to room standards and training material developed that is skill based for each service delivery area. This has also been incorporated into our Fast

Forward Induction process and finally measured by a skills audit. To ensure these standards our maintained and continuously improved, we also built an internal Mystery Guest Programme which we drive from the centre. This has been a huge success story in terms of identifying star properties and those that need additional support from the centre.

Attracting and developing our talent We have robust selection processes for every level of job whether you apply to be a General Manager or a member of our restaurant team. We aim to recruit talent and set people up for long term success in our company. The process starts with our careers website, where potential employees can view vacancies, find out about our culture and read profiles on some of our employees.

Training and Development at all levels is a key focus for our business in terms of developing and retaining our talent.
Our General Mangers and Directors undertake a Leadership course, which consists of two 3 day modules. For first appointment managers, our team manager designate scheme supports new and potential managers through a range of centrally run courses covering topics such as finance, motivating & developing people and time management. This scheme gives new managers the tools, confidence and support network to be a success in their first management position. All new employees undertake our Fast Forward induction followed by our Commitment to Excellence programme which is delivered by recognised service champions within our hotels. In September 2005 we achieved accreditation with the Scottish Quality Management Standards (SQMS) recognising the high quality in our learning and development.

In October our first graduates join the company. They'll undertake an 18 month training programme spending 6 months in Food & Beverage, Rooms and Functional departments within one or more of our hotels. This is supported by centrally run courses covering key areas such as Finance, Sales & Marketing and HR with the added support of a director level mentor. On completion of their 18 months training, graduates should assume a role as a Head of Department with both their ultimate goal being General Manager.

We've developed a robust Succession Planning process that underpins our business and has created many success stories at all levels including the first appointment of a female Head Chef. This is supported by a corporate appraisal system which provides assistance for those that need it and identifies talent in the business.

Rewarding our employees Earlier this year, we launched an initiative to recognise and reward our employees for exemplary performance based around our company values. For example, an employee can be rewarded for an innovative idea or for acting with integrity. Monetary awards and recognition amongst your peer group has encouraged employees to live out our values and enjoy providing the service our guests expect.

Another initiative launched in the Spring is ‘Talent Spotting' . A recommendation by a current employee speaks volumes so our employees take an active role in our attraction strategy. We encourage our employees to identify potential candidates amongst their friends and families. Should a successful placement take place, the employee who made the recommendation receives a monetary ‘thank - you'. The impact of this initiative is two-fold as employees feel empowered and financially rewarded and our recruitment costs have already been significantly reduced.

In addition to these initiatives our benefits package includes discount schemes with national providers and the opportunity to enjoy discounted spa treatments at one of our Vital Leisure & Beauty Clubs.

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