Case Study
Coaching Culture
12
w
Leader Program
Industry
Hospitality / Hotels & Resorts
Size
Large multinational organisation operating luxury and premium hotel brands across the Middle East, Europe, Africa, Asia Pacific and the Americas
Shifting leadership culture toward a coaching-based approach
We partnered with a major global luxury hotel group whose strategy was to build a coaching style of leadership across the entire organisation. Rather than a one-off training initiative, this meant embedding coaching as the default leadership approach – consistently, at every level, across every function. The result was a 12-week Leader as Coach program that has since scaled into a self-sustaining, organisation-wide coaching culture.
Challenge
The organisation’s strategy was clear: to remain competitive and deliver an exceptional guest and team experience, leadership needed to shift to a coaching style – and that shift needed to be ubiquitous, not isolated to a single division or leadership tier. Achieving genuine, organisation-wide adoption meant designing an approach that would work consistently across a diverse, global workforce spanning both operational and support functions.
Solution
We co-designed a 12-week Leader as Coach program following Executive interviews to understand the organisation’s specific context. We developed videos and scenarios tailored to operational and support service environments, ensuring the coaching culture could be embedded across all functions. The program was piloted with a global cohort of Vice Presidents, and following its success, the rollout began in all divisions. The program has since expanded globally across multiple hotel divisions and brand tiers, with the organisation trained and licensed to run it independently.
Impact
The program has scaled from a senior cohort pilot to a global initiative across multiple divisions. The organisation is now largely self-sufficient in facilitation and leader upskilling, with ongoing support provided for senior-level delivery. The coaching culture is being embedded across operational and support functions across a globally dispersed workforce.
Benefits
- A coaching-based leadership style embedded consistently across the entire organisation, not confined to a single division or level
Global rollout across multiple hotel divisions and brand tiers following a successful senior pilot - Organisation trained and licensed to deliver the program independently at scale, supporting long-term sustainability of the strategy
- Coaching culture embedded across both operational and support services
- Ongoing partnership for senior cohort facilitation and continued capability uplift
Our consulting is often delivered through The Future Organisation Blueprint™ — a structured, end-to-end approach to moving from hierarchy to a networked, team-based organisation.