“Your program enriched the overall experience and provided the caliber content we needed to push the team towards a world class environment.”

- Crystal Snoddy, Director Franchise Operations & Strategy

InterContinental Hotels Group, Atlanta, GA

Situation:

The New Hotel Opening (NHOP) Process needed to be revamped to create a world-class environment, delivering on-time, on-budget, high quality experiences for the franchise investors and their general managers.  Reducing the average cycle could also deliver increased revenues to both IHG and the franchise business partner.

Tactics:

The Nour Group was engaged to review the current practices, integrate global best practices in the process, assess both the individual NHOP Managers and the team, and develop and deliver a highly customized training and development curriculum.

Actions:

The Nour Group invested heavily in the due diligence efforts to learn more about the NHOP process including critical milestones and touchpoints in each of the phases, worked collaboratively with the client team to develop the customized training, and delivered it in a compelling and impactful manner.

Results:

Rebranded as OnBoard, the new hotel opening process encompasses global best practices in the identification, development and nurturing of both intracompany, as well as external relationships.  30-60-90 Day personal relationship development plans and key performance objectives (KPOs) were implemented to support the field adoption and execution of the best practices by the NHOP Managers, and the client gained succinct insights in the quantifiable value of business relationships.

Engagement Partners:

Intellectual Capital Consulting - leading consultants in employee and customer satisfaction

Xplane - The Visual Company, creating clarity from complexity.