The client is a leader in the hospitality industry with aspirations of rapid international growth, entering tanew European market. The Chief Operating Officer was overseeing the rapid expansion to a portfolio of over 40 hotels, which left a gap in the senior operations team structure to support the teams in the hotels. The plan was to continue with the fast development, with a pipeline of acquisitions that would make the hotel company a leader in the country within 2-3 years.
The challenge was to establish a senior operations team comprising two regional operations directors and several Cluster Managers, who could themselves grow with the business. Several internal applicants would be applying for these positions, many of whom were unknown, as they had joined the company through the major merger and acquisition deal.
The client is a prominent organisation within the hospitality sector, pursuing ambitious international expansion into new European markets. The Chief Operating Officer was responsible for overseeing growth to a portfolio exceeding 40 hotels, creating a gap in the senior operations structure needed to support hotel teams. The strategic plan focused on sustained rapid development, with a robust pipeline of acquisitions poised to position the company as a market leader within the country in two to three years.
The primary objective was to establish a senior operations team consisting of two Regional Operations Directors and several Cluster Managers, each selected for their growth potential within the business. Several internal candidates were expected to apply for these roles, many of whom were unfamiliar to leadership due to their integration through significant merger and acquisition activity.
The Heyward Group collaborated with the client to define the behavioural competencies essential for the Regional Operations Manager position, based on the role’s job description (including coaching ability, effective enforcement, interpersonal skills, and people orientation). Utilising the Harrison Assessment™ for all internal and external candidates, Heyward Group delivered comprehensive reports such as the Job Success Analysis, outlining the critical attributes necessary for success in the Regional Operations Manager role (e.g., seeking challenges, leadership drive, enthusiasm). This enabled the creation of highly focused interview questions.
Additionally, Heyward Group assessed each candidate’s growth potential by evaluating factors such as commitment to self-development and responsiveness to constructive feedback. As part of this process, one-on-one coaching sessions were provided to all candidates—both successful and unsuccessful—to foster personal development and maintain ongoing engagement.
The team has remained stable for 18 months since their placement, with no staff turnover. Both Regional Operations Directors have established a strong working relationship with the COO and, supported by their Cluster Managers, consistently deliver outstanding results for the business. The Client is confident that support from the Heyward Group helped avoid several unsuitable hires by removing subjectivity from the recruitment process. Meanwhile, their approach allowed continued development of internal talent and maintained engagement with candidates who were not selected.
