Michelle Cosh, Director of Human Resources, The Westin Ottawa, Starwood Hotels & Resorts Worldwide, provided details about how business leaders can further develop their skill sets during a recent presentation, “Creating Recognition Accountability with Your Leaders: Westin Ottawa’s Journey.” At the 2013 Human Capital Leadership Forum in Chicago on May 30, Cosh offered information about how her company has recognized numerous loyal employees recently thanks in part to the support of its leadership team.
By focusing on three core values, Cosh said that The Westin Ottawa was able to implement a top-notch recognition program: “Our core values are do the right thing, play as a team and go the extra step. We wanted to be able to personalize this program. Our guest experience is all about personalization. We try to make sure that our service culture, which has been around for about seven years, [is] fairly well integrated into our environment, [and] we wanted to make sure that our service culture could be reinforced through this program. It was important for us to be able to design it around our culture.” Meanwhile, Cosh acknowledged that flexibility and training also were key program components.
Leadership accountability is important for organizations of all sizes, and Cosh stated that The Westin Ottawa is no exception: “We talk about how we hold people accountable, a little bit about what accountability means to us. It could be different in every organization. For us, it really is a way – if we are consistent in delivering on our mission, and our mission at The Westin Ottawa is to make everyone feel special, but that is by delivering incredible experiences for both our associates and our guests. That is the way that we are going to be able to drive loyalty both from an associate perspective, as well as a guest perspective.” Cosh noted that a successful business leader understands the corporate world, knows how to interact with both clients and employees and uses recognition initiatives to highlight staff members who promote a firm’s mission and goals regularly.