Scandic — our entire culture is about putting the guest first

Delivery: Guest and customer focus
Target group: All leaders at Scandic

All leaders at Scandic were given the chance to take part in this journey. We began with the Swedish management team, then all the hotel directors, and after that every other leader in the organisation. We usually start with senior management, because they need both to feel a sense of responsibility and to be involved in what we do out in the hotels. That matters enormously when we set goals and follow up on them, says Pia Nilsson Hornay, HR Director at Scandic.

We chose to work with Standout Group because we really needed to get the service mindset and the energy going again.

What this training gave us and our leaders was exactly what we needed — to lift our eyes again and start leading, after a couple of years of doing nothing but running operations. And that’s incredibly important right now, when one of our big challenges is finding new colleagues and having the time to train them properly, Pia continues.

We got the energy and the drive to start leading again, to review how we work with our service-led selling, and greater shared understanding and involvement across the organisation.

If I were to describe our collaboration with Standout Group, I’d say this:

”Great fun and incredibly rewarding.”

And I’m deeply impressed by how quickly you understood us — and by how much time you put into really getting to know us.

Understanding what we were after, our company, our values and our leadership at Scandic — and then weaving all of it into every part of the training.

”If I were to give our collaboration with Standout Group and what you delivered a score on an NPS scale from 1 to 10, you’d get a 10 plus.”

For our part, we’re humbly grateful for the trust Scandic has shown us and for the opportunity we were given to work with all your outstanding leaders.