The Landmark London's journey to Investors in People gold

Abstract

PurposeThis paper aims to describe the journey to Investors in People gold, and champion status, at five‐star hotel The Landmark London.Design/methodology/approachThe paper explains why the company set out on the journey, the policies and procedures it involved and the benefits it has brought. It includes the views of members of staff.FindingsThe paper details the roles of team member task forces, staff engagement policies and employee involvement in helping to ensure that employees' voices are heard in running the hotel and that “memorable moments” are created for the hotel guests.Practical implicationsThe paper explains how individual employees have benefited from development opportunities linked with the Investors in People standard.Social implicationsThe paper reveals that all employees, including interns, night staff and temporary staff, are made to feel part of the empowerment process.Originality/valueThe paper highlights the substantial benefits that can accrue to an hotel and its guests when the company sets out to achieve an Investors in People award.