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Culture in Action
Culture in Action is all about the practical steps HR leaders are taking to transform workplace culture. Tune in to discover actionable tips, real-life examples, and expert advice on designing a workplace culture that drives engagement, retention, and business performance.
Culture in Action
Crowne Plaza's Culture Transformation: How They Slashed Staff Turnover by 37%
Hospitality faces high turnover and burnout, but Crowne Plaza Newcastle has turned the tide with a culture transformation. In this episode of Culture in Action, Kelly Johnson, People and Culture Manager, reveals how rethinking communication, prioritising wellbeing and embedding recognition created a workplace where staff feel valued, supported and motivated to deliver exceptional guest experiences.
Guest Information
Kelly Johnson is the People and Culture Manager at Crowne Plaza Newcastle. With more than 20 years in hospitality, Kelly has led a culture transformation at the hotel, tackling turnover of nearly 70 percent and rebuilding engagement through communication, recognition and work-life balance initiatives.
Episode Outline
- From Turnover to Retention
Kelly explains how turnover dropped significantly by addressing culture challenges head-on after Covid-19. - Communication that Connects
Learn how new rhythms, staff engagement forums and use of Mo created transparency and trust across teams. - Work-Life Balance in Hospitality
Discover how rota improvements and wellbeing support gave employees more flexibility and recognition of their personal lives. - Rewarding Great Guest Experience
Kelly shares how simple incentives such as £5 rewards for staff named in guest reviews boosted motivation and guest satisfaction. - Sustainable Change
Hear how consistency, accountability and keeping people at the centre of decisions sustain the hotel’s cultural transformation.
Click here for the full transcript of this episode
Host Name: Luke Fisher
About the Host: Luke Fisher is the CEO of Mo, a platform that's all about helping teams create workplaces where people genuinely want to be. Luke's on a mission to show that brilliant company culture isn't just a nice-to-have but what makes teams thrive, feel connected, and do brilliant work together. Mo helps organisations around the world turn their values from poster-board promises into real, everyday habits that bring teams closer and give everyone a sense of purpose. It's culture you can actually see and feel in action.
Podcast Website: Culture in Action
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