Discover Your Calling

It has been an interesting time for us at Rosewood Hotel Group, and although we have had to overcome many challenges in the past year, we also managed to exceed many expectations due to the dedication of our people – and I could not be any prouder of us as a team. If there is any lesson to be gleaned out of the crisis so far, it is this: that we are stronger and better together. 

The time has come for us to step up and take our guiding philosophy, Relationship Hospitality, to the next level. Recently, you may have seen a terrific article by our CEO Sonia Cheng, who shared about our new cultural framework, The Calling. In it, she talked about why we are having to evolve to deliver more in an increasingly complex customer landscape and resonate with guests who are looking for purpose-led brands – and why the time to dream bigger is now.

It will be important to remember that The Calling is not just a slogan, a tagline, or a motto. It was inspired by interactions with our people from the grassroots, with conviction that they were working toward a higher purpose. It was a common theme that we heard wherever we went – that they felt that they were born to do what they were doing. Personally, I found it to be profound. I continue to liken it to asking a concert violinist how they came to choose their jobs, only to be told: this is not a job, but a calling.  It has also been true for me during my career, and I cannot ever imagine doing anything else!

Ultimately, we want to create the right type of environment for The Calling to be manifested globally, across every level of our organization. Although it is already something that our people embody, we want to bring it to the surface and put it at the forefront of their everyday. That is why our new cultural framework is so important, as it will sustain us no matter where or how we expand.   We are about to expand exponentially, so no time is more pressing as this.  With expansion comes risk, in terms of how to retain our DNA, as we stand to double our associate numbers.  it will set the stage for the new associates who join us, showing them from day one what is important to us.

To embed our new cultural framework and ensure that it truly permeates throughout the organization, we are looking to kickstart various initiatives for our people. For new associates, we will be organizing an immersive on-boarding process that makes our culture, purpose, values, and vision crystal clear from the get-go.  This we will call The Perfect Discovery, an interactive, immersive experience from day one, before starting work with us.  We will start with a hybrid approach due to social distancing requirements but make is as engaging as possible.

We also want to start sharing great stories about what we have done for our guests or each other every day, and celebrate those around the world, in synch, to create a collective focus.  Imagine the power of being an employee in Beijing, and knowing your story is being shared in New York, Bangkok, and Mexico!  Our shared Calling!  We won’t have briefings; we will have our Daily Call! (of course, followed by the more operational aspects to start the day or the shift)

For learning, we are introducing The Rosewood Academy to help our people learn and develop their careers every step of the way – from entry level through to leadership positions. This academy will also enable us to identify those with high potential, ensure that they are noticed and give them all the guidance they may need.

Another enhancement of the traditional Town Hall will be The Rally, where leaders from our organization, including our CEO will hold interactive sessions, recognition in an authentic way.  One of our key Values is Transparency, so sharing company information, financials, challenges, and success with every one of our associates will drive that home.

We hope that in all our busyness, our people get the pause in the day, the month, and the year to really ask ourselves: how are we living out our values?   Am I following my Calling?   

And it is my wish that when we describe excellence, the response is,  it is just what we do around here.