This document outlines the strategies and philosophies of an organization to develop and support a multicultural workforce. It discusses creating an inclusive culture through communication, training, and celebrating diversity. Regular reviews are conducted to evaluate health and safety, food hygiene, engagement, and performance against business goals to ensure continuous improvement.

2. Nicola Forshaw
Director of Human Resources

3. Plan – Do - Review

4. Hygiene and Food handlers
Within an multicultural environment

5. • Multi-cultural
environment
• Skill / Experience
• Wide range of
expectations, needs and
wants
• Transient workforce
• Most members of the
team are
communicating in 2nd /3rd
language
• Variety of backgrounds
• Career / job
Our People

6. • 24 / 7 operation
• Busiest periods at
unsocial hours
• High level of shift
patterns
• Weekday / weekend /
Night / Holiday working
• Highly regulated
environment
• Audited in every area
– Health and Safety
– Food Hygiene
– Customer service
• Social media
– Guest feedback
Our Business

7. Our Standards

8. Our Culture
 To be better tomorrow
than we are today
 To actively look for the
inches for improvement
 To continue on our
journey to be ‘World
Class’
We promise to deliver
memorable moments – to
each other and our guests
 To live and demonstrate
our company values and
behaviours
 Everyone has a valuable
contribution to make to
our collective success
Front of House
Back of House
Support
 Learn from differences –
embrace ideas/ opinions

11. Philosophy
• Defining our expectation
• Communicating our
expectation
• Opportunities for
improvement
• Stretching targets
Activity
• Identify the employee journey
• Map the guest journey –
World class
• Identify measures of success
• Identify opportunities to
celebrate success
• Identify resources to enable
success
• Golden ticket
– Celebrate / Recognition
– Guest experience
– Audit
Plan

12. Plan

13. Philosophy
• Engage all team members with
the overall goal
• Provide the tools to allow high
performance
• Create an environment
– desire for empowerment
– Desire for ownership
• Owning your own
development
• Learn for life, not just the
Landmark
Activity
• E- learning
• Class room learning – LDA
• Departmental coaches
• 5 minute learning
• Master classes
• On the job assessment
• Scholarships
• Apprentices
• Progression levels
• Accredited qualifications
• Landmark Development Acadomy
Do

14. Do – Our partners

15. Philosophy
• To develop PRIDE in
everything we do
• Inclusive culture
Activity
• We seek to Hire
• Welcome day
• Peer monitoring
• Facilities – Showers /
toiletries / towels
• Availability – In house store
• Uniforms – provided
• Laundry – daily
• PRIDE in our Health and
Safety
Do

16. Do

17. Do

18. Philosophy
• Holistic view
Activity
• Occupational Health
• Chiropodist (subsidised)
• Discounted gym memberships
• Great Central – menu options
– Salad bar
– Fruit
• Cycle to work scheme
• 5k / 10k fun runs
• Football team
• Employee assistance programme
• Medial cash plans
• Critical illness cover
• Drug and alcohol awareness training
Do

19. Philosophy
• Communication is key
Activity
• Landmarkpride.com
• Wellbeing days
• Benefit – Team Teas
Do

20. Supportive Management
• Managers trained as
trainers
• Quarterly reviews for all
to monitor progress
• Personal Development
Plans for all within 16
weeks of joining
• Honest succession
planning
• Schedule learning and
development activity
within working time
• Build day release into
working week
• Internal mentoring
programme
• Departmental coaches

21. Supportive Management
• Graduation
– Celebrate success
• Absence management
– Holistic approach
• LDA – Executive team
– Applicants
– Graduations
– Business projects
• Mentors
• Project manager
– Business projects

22. Supportive Management

23. Review
Philosophy
• To be better tomorrow that
we are today
• To actively identify areas of
improvement
• Measure against the
business goal
Activity
• Qualifications
• Personal and career
development
• Hotel Performance
– Service Audits
– H&S audits
– Food safety Audits
• Retention

24. Evaluation
 Health and Safety Audit score:
89%
 Food Hygiene audit Score:
Rated 5 (Top Score)
 Engagement score (e-NPS):
moved from 7% to22%
 Turnover:
28% (Target 30%)
 AA inspector score:
94% (Target 88%)
Average YTD 82%
 Trip advisor rating:
Position 94 (Target sub 100)

25. Work life Balance
Philosophy
• Work hard, play hard
• Take your holidays – evenly
throughout the year
• To give a great performance
– we must feel great!
Actions
• 5 days working
• Back to Back shifts
• Split shifts
• Train whilst at work
• On site tutors
• On site assessments
• Paid day to attend college

26. Work life Balance

27. Supportive Culture
• Themed lunch
– Fun, learning,
understanding
• Speak English
• English classes
– Basic
– Intermediate
– Advanced
– Business writing
– Business Administration
• Lead by example
• Visual
– Photos
– Colours
• Learning styles
• Communication
• Reinforcement
• Acknowledgement and
celebration of desired
behaviours

28. Supportive Culture

29. Our People