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Case Study (Part One) – Introducing the trafalgar

This case study is based on information kindly provided by the trafalgar in 2006, mainly taken from the Staff Handbook plus the website In 2006 the hotel was promoted using the lower case for the name ‘the trafalgar’, and this style feature was echoed in some of the text of the hotel’s in-house and publicity materials. This has now changed, plus The Trafalgar has a new logo.

Introduction Part of the Hilton Group, the trafalgar is a hotel that represents a unique contemporary concept combining stylish living, innovative food and drink with music and art. This is part of the description of the trafalgar on the website “The trafalgar, by definition, the most central hotel in London. A unique, contemporary concept. Eliminating barriers and boundaries, adding depth to design and experience. A space vibrating with diversity and culture. Minimalistic with a soothing perk.”

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Location the trafalgar enjoys an impressive position in London on the corner of Trafalgar Square, within the heart of the West End and on the doorstep of the Theatreland and Soho district. Many major landmarks, such as the National Gallery and Portrait Gallery, Courtald Gallery, The London Eye and Buckingham Palace, are just a short walk away. Nearby underground stations include Charing Cross, Leicester Square, Piccadilly and Embankment, and mainline trains from Charing Cross (just 5 minutes walk away).

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Amenities and facilities Here are some extracts about the trafalgar’s amenities and facilities. Guest rooms Studios: Deluxe Plus Rooms: Deluxe Rooms: Standard Rooms: Total Rooms Check Out: Check In:

2 23 45 59 129 12:00 15:00

Guest room facilities • • • • • • • • • • • • •

King & Queen Size Beds Luxurious Bed Linen & Pillows Wide Screen Colour Television Cable access Satellite TV & Radio Channels Pay-per-view-videos Sony Playstation Infra-red television internet access keypad Compact Disc Player DVD Player in Superior Rooms Two telephone lines Fully stocked minibar Broadband Internet Access “Tasteful white and dark chocolate tones, dipping the large space into caressing light, illuminating the walnut wooded furniture. Flavoured with white pendular lamps. Featherlight curtains flooding the room with breathtaking views of the square. Scents of extra large aromatherapy toiletries lift your spirits wile sitting in the large bubble bath tubs with space for two. Soothing sounds of stereo and DVD system in every room boost the sensation while lounging in comfortable arm chairs and sofas.”

dining and entertainment “A bar and restaurant with rooms. Rooms with food and drink. Faded distinction. For everyone without restriction. A common spirit and state of mind unite. For everyone who likes something different. The refreshed look with the addition of a second bar allows a combined drinking and dining experience, enhanced with a diverse music and art programme from harpists to house DJs, paintings and sculptures. Laid back dining with twisted tapas and devilish drinks.” Springboard Education at: and To contact us directly email:


Rockwell Upper: Rockwell is London’s first Bourbon Bar serving over 80 brands. Rockwell is the perfect place for people to unwind from a day’s shopping or sign a deal over a light lunch. In the evening it takes on a transition into a fantastic cocktail bar with lots of buzz, mixology, great atmosphere and chilled sounds. (Awarded the 2002 Evening Standard Bar of the Year) Opening hours Monday–Saturday until 01.00am; Sundays until 10.30pm For residents: 24 hours! Rockwell lower: Rockwell lower serves tantalizing modern cuisine. Enjoy breakfast, lunch, and dinner in an ultra modern setting complimented with an open display kitchen. Opening hours Breakfast: Monday–Friday, 07.00am–10.30am Saturday & Sunday, 07.30am–11.00am Lunch: Closed Dinner: Monday–Saturday 17.45 pm– 22.30pm Sundays closed!

“laid back dining with twisted tapas and devilish drinks. stimulating art in a space that allows you to be yourself and be animated.” art and music “inspiring, colourful and diverse art programme celebrating differences and creating an always evolving environment with a variety of paintings, events, installations, sculptures, dance, film and video. a subtle mind stimulation to go beyond the surface. a reflection of time and day, season and moods, combined with imaginative cooking and animating sounds.” fashion “style meets taylor made, specifically designed for the trafalgar, combining traditional elements with a contemporary feel.” Springboard Education at: and To contact us directly email:


meeting rooms Boardroom:

Up to 60 people. Location: 1st Floor


Up to 50 people. Location: 1st Floor

Rooftop Terrace: Up to 70 people. Opening hours: 06.00pm – 11.00pm, Sundays & Mondays closed!

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The trafalgar’s mission statement for 2006 “generous

attention to detail. a thank you with a warm and genuine smile. caring for the individual and appreciating differences.” Key objectives for 2006 • • • • • •

increase total revenue in line with the 2006 plan continue to drive standards, personalise the guest experience and maintain/improve facilities to support rate increases and revenue growth implement a plan for food &beverage to significantly increase revenues support/develop The trafalgar’s independent positioning combined with the advantages of being part of Hilton reinforce The trafalgar’s position as an exciting and rewarding place to work review cost base for value/return and break even/deliver profit

The Staff On joining the trafalgar, new employees receive comprehensive induction and training, and are given a detailed Staff Handbook to help prepare them for their new working life at the hotel. Here is an extract, welcoming new staff and reminding them of their duty to the hotel: “We wish you the very best, and hope you achieve your personal goals and become a valuable contribution to The trafalgar. In no way should this handbook be regarded as the only source of information regarding your employment. It is your duty to familiarise yourself with all departmental and hotel policies and practices, as well as specific provisions in your contract of employment, your offer letter and job description.”

Staff Incentives and Benefits The Hilton ClubThe Hilton Club is a benefit provided to all staff at the trafalgar with a minimum of 3 months service. In order to join the Hilton Club, staff will need to have completed the following: • All levels of the Sprit of Hilton Induction Programme • Be competent in all tasks and skills required in their job role and complete the Technical & Behaviour Skills training in their department. • Clear in their own role in terms of the Four Core Values of: (Customer/ Profit/ People/ Quality) • Have successfully completed their 4, 8, and 12 week review with their manager and 13 week job clarification meeting with Human Resources. Springboard Education at: and To contact us directly email:


Starpoints/Hilton Club Gift Vouchers Starpoints are awarded to staff members who display outstanding behaviour, or go above and beyond the call of duty! Staff can redeem vouchers from Hilton and a range of retail outlets such as Argos, Arcadia, Top Shop, Miss Selfridge, Wallis, ASDA, Debenhams, House of Fraser, John Lewis (Waitrose), Kingfisher, Marks & Spencer, Next and Thomas Cook. Employee of the Month The Employee of the Month programme is designed to recognise outstanding performance by members of staff. Each month, colleagues nominate employees who meet the criteria of good attendance, neat appearance, outstanding job performance, and cheerful, friendly and co-operative attitude. Representatives on The trafalgar Exchange Committee review all nominations and select a candidate who has clearly demonstrated performance and behaviour that is exemplary. This employee will receive Starpoints, Theatre Tickets for two, a certificate and the opportunity to become employee of the year. This employee recognition programme is one way of saying thank you to those who constantly put in extra effort into creating The trafalgar’s reputation for remarkable service. Employee of the Year Each year all employees who have been awarded Employee of the Month at any time during the previous twelve months are reviewed by Management. The employee who is considered to have met the criteria the most consistently over the year will be awarded Employee of the Year. Staff Celebration These events are held on a monthly basis to award Starpoints, Employee of the Month, issue any training certificates and any other awards or achievements of staff. Hosted by the General Manager, this is not a meeting to miss! Invitation to be a Guest On achieving 3 months service and successful nomination for the Hilton Club membership, employees are invited to ‘be a guest’ at the Hotel so they can experience the product for themselves, inclusive of 1 night’s stay and breakfast (subject to availability). On achieving 12 months service (the employee’s ‘anniversary’), The trafalgar invites both the member of staff and their partner to an overnight experience including both dinner and breakfast (subject to availability). Hotel Benefits • Free meals whilst on duty • Free uniform supplied and laundered • 20 days holiday per annum + Bank Holidays Springboard Education at: and To contact us directly email:


'The Hilton Club' Membership Discounted Hotel Accommodation: • Staff Rate on B&B within the UK and Ireland and International Rate • Family rate for B&B within the UK and Ireland • 50% discount on Food and Beverage in most Hilton Hotels Discounted Livingwell Health club membership at a reduced monthly rate for the employee and their partner. Financial Services • HSA - Corporate Rate Health Care Cash Plans are available for individuals and family • Financial Services - preferential rates from the Bank of Scotland including personal loans and car finance • Pension Scheme - employees are invited to join the pension scheme on completion of one year's service • Personal Injury Plan - employees are covered for personal accident insurance in the event of an accidental bodily injury resulting in death, temporary or permanent disabilities. Career opportunities, progression and training • Local, regional and international transfer and promotional opportunities • Numerous training opportunities

Communications It is especially important in a busy hotel that staff keep each other informed. The trafalgar has several ways to ensure members of staff are kept informed. Notice Boards Notice Boards are maintained in many areas of the hotel to give information to staff. Every department has their own board with information both relevant to the department and general hotel information. Additionally, outside the staff canteen there are notice boards giving information about other areas of the hotel and the company, training and career opportunities. It is the responsibility of each member of staff to check the boards daily to keep informed of the items that relate to his/her job and working environment. If a member of staff wishes to place a notice on the board, he/she contacts the Human Resources Manager. Departmental Meetings Departmental meetings include all staff and are held monthly. They provide a fixed and informal means of exchanging information with the Manager or colleagues. Springboard Education at: and To contact us directly email:


Hotel Meetings Hotel meetings include all staff and are held on a quarterly basis. They are hosted by the General Manger. This provides staff with an overall hotel update in areas that are essential to the employment relationship. Employee Publications The Human Resources office publishes a quarterly newsletter, the ‘Trafalgar Times’, informing staff of events and employee related news. The Human Resources office welcomes employee input, and staff members are encouraged to submit any articles of interest or photographs. Open Door If an employee feels strongly about an issue that he/she feels has not been addressed, the General Manager at The trafalgar maintains an open door policy for communication with staff. Appointments are made via the line manager or Human Resources. Trafalgar Exchange The hotel has a committee, which is made up of employees elected from each department of the hotel, who meet monthly in private with the Human Resources Manager and General Manager. The purpose of this group is to provide the General Manager with open and direct communication with all employees, not just management. The General Manager personally ensures that any point raised and requiring further action is discussed with Management and appropriate action taken. It is also at this meeting that the committee members decide on the Employee of the Month, allocate Starpoints, and plan staff events such as parties. Table Talk Table Talk is hosted by the General Manager and the Human Resources Manager and is held on a monthly basis with selected staff. This meeting is held over lunch in Rockwell Lower, and gives colleagues not only a chance to meet and discuss any concerns or ask questions, but also to taste the wonderful food the hotel produces. Employee Celebration The Employee Celebration is held on a monthly basis to reward, respect and recognise staff achievements in the previous month. All staff members are invited to attend and the Celebration is hosted by the General Manager and the Human Resources Manager. For further information and images visit the website: Springboard Education at: and To contact us directly email:


The Trafalgar Intro Case Study  

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