Novotel's HR strategy puts customer first

January 2007
People Management;1/25/2007, Vol. 13 Issue 2, p12
The article reports on the Service Extraordinaire human resource (HR) program based on customer service being implemented across the Novotel hotel chain following its successful implementation at the Hammersmith branch in London, England. The program was developed by Helen Kalyan, head of HR at Novotel London West. According to Kalyan, the program has more than halved staff turnover. She also said that customers seem to be happy too with the program.


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