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Investment in skills development for Hyatt Regency Cairo West improves customer ratings, employee retention, and diversity

Located in the midst of Cairo’s cultural and commercial hub, Hyatt Regency Cairo West is a 5-star 250-room, 26-suite hotel that opened its doors in September 2021.

To ensure guest satisfaction, loyalty, and a positive reputation, the hotel recognises that their teams need to be empowered, motivated and educated in the skills needed to meet the expectations of today’s guests.

Working with the hotel and our partners as part of a project funded by European Bank for Reconstruction and Development (EBRD) and the Swiss State Secretariat for Economic Affairs (SECO), we’ve supported the hotel to analyse skills needs, strengthen current training plans, and develop curricula and capacity building programmes to scale up and improve talent.

The results have been transformational.

Customer ratings have seen a remarkable improvement, attesting to the heightened service quality and guest satisfaction. Employee retention has also seen a positive impact, demonstrating the success of investing in the professional growth and well-being of the hotel’s team members.

As part of the holistic approach to skills development, Hyatt Regency Cairo West took an active role in reviewing and enhancing its HR policies. An emphasis on anti-discrimination and inclusion was integrated into the policies, reflecting the hotel’s commitment to fostering a diverse workplace.

The hotel also conducted a thorough audit of the accessibility of the premises, resulting in a comprehensive improvement plan. This commitment to accessibility aligns with Hyatt Regency Cairo West’s dedication to providing a safe and welcoming environment for all guests.

In addition, the hotel implemented a gender equality & social inclusion strategy to cultivate a diverse and equitable workforce, contributing to an effective and collaborative work environment. The strategy and training delivered has led to an improvement in the diversity of the workforce, with an increase in the number of women employed in the hotel’s team.

Jane Rexworthy, Executive Director of People 1st International comments:

“Collaborating with Hyatt Regency Cairo West and EBRD on this project has been an exceptional experience. The management team at Hyatt fully embraced the opportunity to upskill their teams and it has been a privilege to work with them and our local partners HELM and the British Council to develop and deliver tailored programmes that cater to the hotel’s specific requirements.

“The impact of the training interventions has been transformational, with improvements to employee retention, workforce diversity and customer satisfaction. The project serves as a prime example of effective partnership working, and one that we are immensely proud to be a part of.”

The success of this program is echoed by Mohamed Rizk, leader at the Park Restaurant, who stated,

“I enjoyed how interactive the training was and how it brought together different hotel departments, fostering a sense of unity and collaboration. Since undertaking the training, I’ve witnessed an impressive 80% improvement in my level of customer excellence. The training has resulted in more positive reviews for the hotel and has the potential to enhance the skills of everyone on the team.”