Manage Self, Lead Others: Emotional Intelligence and Leadership for Managers

#15 Accor's ‘Heartist’ culture with Sarah Derry, SVP of Talent and Culture

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Accor's HR Head is excited about the future. Sarah Derry, SVP of talent and culture at hotel group Accor, talks to Nina Sunday.


TALKING POINTS

  • Accor Group’s 'Heartist' culture, empowering employees to be authentically themselves, to transform the customer experience.


  • Heartist (heart + artist) 4 Key Principles:

-      people crave belonging

-      people want the ‘real deal’

-      every person has a story

-      people hate to be wrong.

  • Heartist culture makes employees feel valued and welcome, to make customers have better journeys in the hotel. 
  • Good customer service is about the meeting of two stories: the story of the customer, (the hotel guest), and the story of the team member.
  • How often should a manager have one-on-one meetings with individual contributors vs. a group meeting?
  • Accor Group’s culture is taking time to get to know colleagues e.g. always start a meeting with some conversation around ‘How are you? How’s the family?’ etc.
  • Heartist principles included in new hire onboarding. Heartist’s approach to warmth and caring is deeply based on science e.g. Harvard’s Prof. Amy Cuddy.

    • Work Cited:

    Mitchell, Peter. ‘Why Accor's HR Head Is Excited about the Future.’ Human Resources Director, 13 Oct. 2020. Retrieved from: https://www.hcamag.com/au/specialisation/leadership/why-accors-hr-head-is-excited-about-the-future/235974


    ABOUT SARAH DERRY

    Sarah Derry joined the Accor Group in April 2017 as VP Talent and Culture Australia after working as Director of HR consulting firm, People REACHING Potential (PRP), and Regional Director of Human Resources for an international company responsible for the businesses in Australia, New Zealand and Pacific region.


    About Nina Sunday CSP


    In the Manage Self, Lead Others podcast, Nina Sunday speaks with key experts from across the globe who share their insights in self-leadership and leading others, highlighting emerging trends since COVID.


    A Certified Virtual Presenter, Nina Sunday present virtually internationally on workplace culture, productivity and communication. Her book, ‘Workplace Wisdom for 9 to thrive; proven tactics and hacks to get ahead in today’s workplace’ is a selection of the C-Suite Book Club. 

    Invite Nina Sunday CSP as a virtual speaker for your conference globally, or in-person in Australia, or to lead a one-day workshop or series. Visit https://ninasunday.com or https://www.brainpowertraining.com.au/signature-programs/

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