Case studies | Hospitality | Sheraton

 

Sheraton Studio City Hotel

The Sheraton Studio City Hotel faced compounding challenges of high employee turnover, low guest satisfaction and stagnant sales – and decided to invest in EQ as a holistic solution.

Overview

Situation: Sheraton Studio City Hotel faced a unique set of challenges: stagnant sales, record turnover, and unacceptable levels of guest satisfaction. They needed to turn things around.

Solution: The new leadership team worked with Six Seconds to develop a customized, high impact program blending climate assessments, individual coaching sessions, and group EQ training with staff members.

Results: A dramatic shift in the culture at Sheraton Studio City Hotel, highlighted by a remarkable decrease in employee turnover and measurable increases in both guest satisfaction and overall market share.

“We might have been able to do it ourselves, but it certainly would not have happened as quickly and effectively if we hadn’t had the support of Joshua Freedman and the Six Seconds’ team.”

Grant Banner

GM, Sheraton Studio City Hotel

Situation

Sheraton Studio City Hotel in Orlando had been underperforming. Sales had stagnated and guest satisfaction ratings were not at acceptable levels, due at least in part to interdepartmental squabbling and high employee turnover. Grant Bannen, the new General Manager, and Catherine Melnyk, the new HR Director, contracted with Six Seconds to assist with the turnaround. 

Solution

The leadership team utilized the Organizational Vital Signs to properly diagnose the climate, which revealed alarmingly low scores of Teamwork, Trust and Motivation. Over the next 10 months, a combination of group training workshops and individual coaching sessions introduced EQ and the value of emotions for interfacing as a team and with guests.

Results

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REDUCED TURNOVER

Percentage of unwanted employee turnover reduced by 20%.

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INCREASED MARKET SHARE

Revenue per available room increased by 23.4%.

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&

INCREASED SATISFACTION

Overall guest satisfaction increased by 10%.

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Products & Services Delivered

EQ Skills


SEI – Six Seconds’ Emotional Intelligence Assessment is a validated psychometric tool for measuring emotional intelligence, used with over 250k people worldwide. Read more about SEI. 

Organizational Climate


OVS – Organizational Vital Signs is a validated assessment that quickly captures essential indicators of your organization’s health — and offers a clear path toward peak performance. Read more about OVS.

Coaching


Coaching – Six Seconds’ coaching methodology blends neuroscience with the International Coach Federation competencies supercharged with the power of EQ. Read more about Six Seconds’ Coaching

Michael Miller

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