EMPOWERMENT  EMPLOYER BRAND  CARLSON HOTELS  

Singapore - Giving employees empowerment can spur them to go the extra mile, says Linda Scully, Asia Pacific HR director of Carlson Hotels Worldwide.

The secret behind such employee empowerment is the training, believes Scully. According to her, the "Yes, I Can!" philosophy training at Carlson Hotels encourages every employee to make decisions and empowers them to ensure 100% guest satisfaction, thereby encouraging employees to go beyond the call of duty.

For example, Scully cites an incident in Carlson Hotels Sydney where a doorman who jumped into a drain to look for a guest's car keys.  While it was not part of his job to jump into the drain, Scully says he went the extra mile to make a guest feel satisfied.

Training in Carlson Hotels is mandatory for all employees (even office and management staff) and followed-up with retraining every two years.

The constant push behind the "Yes, I Can!" philosophy adds to the employer brand as quality service, which is based on the people. Scully feels the hotel service industry is a "touch and feel" industry, which reaps unmeasurable and intangible rewards. Through this, providing an intuitive service means exceeding guest expectations without having to be asked.

While Carlson Hotels currently has 46 hotels worldwide, it plans to grow the number to 120 in a few years. With that, Scully feels the biggest challenge for the growth is getting the right candidates. "We want people with the right attitude and quality," says Scully, adding that it causes them to be more selective towards hiring, hiring employees who   have the potential embody the "Yes, I Can!" attitude.

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