Impact: 86% of participants ask for feedback at least once a week
Speed: 3 months
Scale: 250 managers across two countries
Luxury brands stand apart because they offer the “zag” to everyone else’s “zig.” High-end hospitality brand Viceroy knew that company culture could be a differentiating factor for discerning guests. “We cannot pretend that our employees can deliver amazing guest experiences and not have a great environment in terms of what is happening in the back office,” says Roberto Vizcaino, Vice President of Learning and Development. About three years ago, Viceroy changed its feedback model from a ratings-based, top-down approach to one that supports continuous conversations between managers and employees.
