Guidelines to Personal Learning and Development Plans

Introduction to Personal Learning and Development Planning

The most important project you will ever be involved in is your own life!

Your career is a major part of your life and it therefore makes sense to properly plan and manage your own development!

AccorHotels is committed to supporting your development as a whole person, not just an AccorHotels employee. It is our desire to build your
lifelong employability and life skills during your time with the Group.

This document has been produced to help you start this process and continue your career journey.

To be successful we recommend you work in partnership with your manager, Talent & Culture Community and AccorHotels Academie. While
these people are available to support you, understand that ultimate ownership of your Personal Learning & Development Plan (PLDP) is yours
and no one else’s!

Why do I need a Personal Learning & Development Plan?

Consider the analogy of walking up a downward escalator. As time goes by, your skills and knowledge with respect to current thinking and
requirements diminishes. Therefore you need to maintain a certain amount of learning to stay still. More to move up!

There is often a large element of opportunism in career development - the right person at the right time finding the right job. Although
unpredictable elements exist, planning and personal initiatives can play a major part in creating opportunities for development and
advancement. You have an opportunity to proactively shape your career rather than simply reacting to events outside of your control.

Change is continuous in all aspects of life and efforts you put into keeping abreast of new knowledge and expanding your abilities will reap
rewards when opportunities arise.

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Your Personal Learning & Development Plan should be designed around existing gaps between performance in your current role and the
AccorHotels Leadership Capability Framework. It aims to formalise an action plan to improve your current performance or prepare you to
move to a new role.

Your Personal Learning & Development Plan:

 will need to be flexible, as your job requirements and aspirations change

 must be realistic - not everyone can become the VP but you can find challenge, variety and interest in your role and career
 needs to be balanced between technical (skills) and non-technical competencies (e.g. management, customer care, interpersonal)
 will take a ‘blended’ approach comprising training, coaching, experiences and opportunities
 should balance short and long term career needs as well as personal development

How to Use this Guide

To assist you to select the most appropriate activities for your development, this guide will take you through an alignment of the AccorHotels
Leadership Capability Framework and examples of behaviours associated with each.

Included are suggested learning and development activities that may assist in development of each of the competency areas. Please note that
this list is by no means exhaustive. Often you will be in the best place to know the best way for you to develop in the areas identified as
opportunities, so please use your imagination and do not be limited by the suggestions in this guide.

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Our Learning & Development Philosophy
The 70/20/10 model should provide the basis of selecting your learning & development activities.

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Definitions
There are several terms used in the area of learning and development, and these all have slightly differing definitions depending on your
previous experience and/or sources of information. To clarify AccorHotels Academie’s approach, please refer to the following definitions of
terms you will find throughout this guide:

Training: Refers to either on job (skills, procedures) or off job (knowledge). Off job training is usually in a classroom setting or may be
online. Its base is education and it is often heavily theoretical, meaning other support is required to assist in applying the theory to “real life”.

Learning: Learning can come from many different channels, either external or internal. Attending a training session does not mean you
have learnt! “Learning is the acquisition and development of memories and behaviours, including skills, knowledge, understanding, values and
wisdom. It is the product of experience and the goal of education.”

Informal Learning: Informal learning is semi-structured or unstructured and occurs in a variety of places, such as at home, at work, through
daily interactions and shared relationships. “The most powerful instructional technology ever invented is HUMAN CONVERSATION” – Jay Cross

Development: The goal of learning is development – the enhancement of expertise and competency within an individual.

Coaching: Assisting an individual to find their own answers, set their own goals and action plans, and identify the conditions for their own
success. Most AccorHotels Academie courses incorporate pre and post course coaching to assist in the transfer of learning and actual
behavioural change as a result of attending training. “Coaching is the key to training - When training is conducted alone, productivity
increases by an average of 22 percent, but when this is combined with coaching, productivity increases by 88 percent.” Source: Public
Personnel Management (October 2007)

Mentoring: Advising and guiding someone based on your own wisdom and experience. The key difference between coaching and
mentoring is that a coach encourages the coachee to discover their own possibilities, whereas a mentor makes suggestions and
recommendations to their mentee.

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70/20/10 Model

The 70/20/10 development model ensures a strong focus on development through a blend of on-the-job experiences, coaching/feedback and
education/training. All three areas should be considered when considering the best development experiences. To stretch capabilities,
experiences have the highest impact. Below are some examples of the sorts of activities that may apply in each of the three areas.

Informal Learning - Experiences Informal Learning - Relationships Formal Learning - Training

Increased job scope Coaching Training programs – face to face or online

Increased budget responsibility Performance reviews Seminars/Conferences

Lead project/task force Feedback Qualification training – University /Hotel school

Cross department or hotel move Mentoring

Community involvement Networks

Research / present recommendations

Full job change

Special assignment / secondment

Lead and / or teach others

Networking

Mentoring / Coaching

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AccorHotels’ Leadership Capability Framework, Aligned Behaviours and Suggested Development Activities

Suggested Development Activities

Competency Example of Behaviours
Experience – 70% Relationships – 20% Training – 10%

AccorHotels Leadership Model Behaviours - Enabling

 Is involved in the life of the company, helping out in  Take on new challenges /  Coaching AccorHotels Academie Courses:
Positive the different areas responsibilities  Networking  Keys to Communication
Orientation  Talks positively of the business, team members and  Second to lead another department  360 degree  Brand Service Training
stakeholders and is consistently seen to enjoy their during annual leave cover or when  EQ
Is positive, resilient work waiting for replacement Academie Online University Course:
and approachable  Strives to be approachable at all times particularly  Conduct a presentation to a school  Time Management: Planning and
across a wide range during workload peaks group on AccorHotels and hotel Prioritising Your Time
of challenging  Is authentic and open brand  Interpersonal Communication:
situations.  Participate in a charity event/CSR Communicating with Confidence
activity
 Lead hotel induction or customer
service training
 Participate in a recruitment drive

 Spends time with each team member to identify  Update hotel team on development  Coaching AccorHotels Academie Courses:
Developing an personal development goals and trends within AccorHotels or the  Networking  Train the Trainer
Empowered Team  Supports learning for all team members industry  Discuss your  Leadership Development Program
 Provides coaching and training to team members  Complete competitor visits and readings with
Supports, coaches and team leaders analysis colleagues Academie Online University Courses:
and develops team  Identifies high potential team members to progress  Plan and implement a promotional  Leadership Essentials: Building Your
members. their career activity or event Influence as a Leader
 Provides safe environment for empowerment and  Create a succession plan for the team  Leading Teams: Developing the Team
supports team members even when they make  Conduct a training needs analysis and and its Culture
mistakes training plan for the department
 Design a workshop/training tool to
inform team members about a new
project/process/product
 Read – Who Moved My Cheese?
(Spencer Johnson)

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 Suggested Development Activities
Competency Example of Behaviours
Experience – 70% Relationships – 20% Training – 10%

AccorHotels Leadership Model Behaviours - Enabling

• Focuses on guest satisfaction when identifying  Plan and implement a VIP  Coaching AccorHotels Academie Courses:
Guest Centric business improvement opportunities recognition program  Networking  Brand service training
• Analyses guest data and makes amendments to the  Train the team in Le Club  Leadership Development Program
Makes guests and department to maximise guest satisfaction  Visit an Accor Plus call centre and
their needs a primary • Utilises the guest satisfaction tools to drive listen to the phone calls Academie Online University Courses:
focus in leading their improvement and innovation with the team  Review guest book and TripAdvisor  Trust You
team and resolving • Deals with critical guest issues as they arise with guest comments and make action plan  Customer Service Confrontation and
escalated guest satisfaction in mind for the department Conflict
problems.  Conduct internal and external  Customer Service Fundamentals:
focus groups to identify the Building Rapport in Customer
opportunities to enhance the guest Relationships
experience
 Initiate and drive an upselling
program
 Attend guest cocktail events

AccorHotels Leadership Model Behaviours – Collaborative

 Empowers team members to make decisions and encourages  Cross training in another  Coaching AccorHotels Academie Courses:
Leading the Team ideas and innovation department  Networking  Train the Trainer
 Consistently aligns own actions with the values and  Be a mentor / coach to a team  A Manager
Leadership Model of AccorHotels  Work on a project
Encourages and member in conjunction with  The 7 Habits of Highly Effective
 Leads the implementation of the vision and strategy of the
empowers the team team  Conduct focus groups with team Talent & Culture People
to achieve a shared  Shares credit and celebrates achievements with the team members to identify areas of Manager or
vision. improvement Academie Online University Courses:
 Encourages the team to work collaboratively together  Facilitate team training
AccorHotels
 Leadership Essentials:
Academie
 Establish an incentive program for Communicating a Vision
the team for upselling  Leadership Essentials: Leading with
 Coordinate a team building activity Emotional Intelligence
 Conduct a CLIP of own team and  Preparing for Effective Business
puts together action plan Meetings
 Read – The 7 Habits of Highly  Effective Team Communication
Effective People (Stephen Covey)
 Read – Emotional Intelligence
(Daniel Goleman)

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 Suggested Development Activities
Competency Example of Behaviours
Experience – 70% Relationships – 20% Training – 10%

AccorHotels Leadership Model Behaviours – Collaborative

• Listens to others and asks questions to ensure a  Act as a committee chair/secretary  Coaching AccorHotels Academie Courses:
Communication common understanding and empathy e.g. Safety committee  Networking  Keys to Communication
• Communicates clearly, openly and honestly in a  Attend other department  Proactively seek  A Manager
Communicates manner that influences the team meetings/briefings feedback  The 7 Habits of Highly Effective
clearly and • Maintains an open mind when others are presenting  Be a mentor or coach People
consistently to ensure opinions and ideas  Conduct team training sessions
common • Simplifies complexity to assist others to understand  Participate in CSR activities Academie Online University Courses:
understanding.  Interpersonal Communication:
Communicating with Confidence
 Effective Team Communication
 Business Writing: How to write
clearly and concisely
 Business Grammar: Common Usage
Errors

• Sets clear objectives, expectations and establishes  Run a focus group/committee to  Coaching AccorHotels Academie Courses:
Enabling the Team targets for team members and self look at improvements (guest,  Networking  A Manager
• Builds the team by hiring team members effectively, employee or process focus)  Discuss your  The 7 Habits of Highly Effective
Builds the team and focusing on building a team with complementary  Create an incentive program for the readings with People
manages the skills team colleagues  Coaching in the Workplace
performance of the • Delegates tasks and projects and provides direction  Conduct an audit using the KTS tools  Behavioural Interviewing Skills
team to achieve and follow up to team members  Identify a project and nominate a
goals. • Gives positive and corrective feedback as required team member to lead, coach then Academie Online University Courses:
through the process  Introduction to Six Sigma
 Participate in hiring process with  Leading Teams: Motivating and
T&C Community Optimising Performance
 Participate in a counselling  Goals and Setting Goals
session/mediating session with T&C
Community

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 Suggested Development Activities
Competency Example of Behaviours
Experience – 70% Relationships – 20% Training – 10%

AccorHotels Leadership Model Behaviours – Entrepreneurial

• Takes the initiative in resolving operational  Run a focus group/committee to look  Coaching AccorHotels Academie Courses:
Problem Solving problems at improvements (guest, employee or  Networking  Leadership Development Program
and Decision • Deals rationally and pragmatically with issues as process focus)  A Manager
Making they arise  Report on the impact of a new
• Considers the impact of decisions within the change in technology during HOD Academie Online University Courses:
Is proactive in broader context of the Hotel/business unit meeting  Problem Solving: The Fundamentals
making decisions and • Looks for creative ways to solve current operational  Design a workshop/training tool to  Decision Making: The Fundamentals
considers creative problems inform team members about a new
solutions to project/process or product
operational problems  Lead a project group involving other
HODs
 Read – Who moved my Cheese?
(Spencer Johnson

• Takes ownership of own professional development  Cross exposure in another  Coaching AccorHotels Academie Courses:
Self Development and is motivated to continuously improve department  Networking  Keys to Communication
and Self • Embraces opportunities to work on tasks/missions/  Lead a project team involving HODs  Leadership Development Program
Management projects outside of job role of other departments  Brand Service Training
• Engages in detailed planning to ensure projects are  Has a personal development plan
Seeks opportunities delivered on time, on target  Read a leadership book and shares Academie Online University Course:
to self-develop and is • Manages own time and that of others to meet with others the key learning  Time Management: Planning and
detail minded, highly deadlines  Read – First Break all the Rules Prioritising Your Time
organised and time (Marcus Buckingham)  Using E-Mail and Instant Messaging
efficient to ensure Effectively
goals are met  KTS in another department

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 Suggested Development Activities
Competency Example of Behaviours
Experience – 70% Relationships – 20% Training – 10%

AccorHotels Leadership Model Behaviours – Entrepreneurial

• Understands the direction of the business unit and the  Conduct a SWOT analysis of the  Coaching AccorHotels Academie Courses:
Strategic Thinking strategic goals and engages in short-medium term hotel and the competitors and  Networking  RM Charter
and Analysis planning to meet the goals share with HODs  Discuss your  Sales Track to Business
• Is aware of the market performance of their own  Read local, national and findings with  Sales Track to Leisure
Is aware of market business unit in relation to competitors international newspapers colleagues  Sales Track to MICE
trends and • Knows all of the elements that could affect their  Read industry
understands the operations in the short and long term i.e. team changes, magazines/newsletters Academie Online University Courses:
strategic plans of the resourcing challenges  Participate in hotel review with  Using Strategic Thinking Skills
business. • Approaches data in a systematic way and simplifies owners
complex information for others  Participate in local industry
forums and conferences
• Understands the relationships between day-to-day  Represent the department on a  Coaching AccorHotels Academie Courses:
Business Awareness decisions and financial outcomes (eg. Rostering) hotel committee e.g. health and  Networking  RM Charter
• Takes responsibility for setting annual budgets and safety  Discuss your  Basic Financial Skills
Understands financial monthly forecasts  Review competitor hotels and readings with  Business Challenge
data and the • Monitors all costs and recommends measures to control provide a summary to the team colleagues  A Manager
operations of their costs  Attend industry events / trade
own and other • Understands the impact of interactions between shows
departments. different departments  Be involved in forecasting Academie Online University Courses:
• Builds strong partnerships across the business in order to  Attend Rev Max meetings  Introduction to Six Sigma
assist other departments and gain assistance  Complete a work flow analysis  Introduction to Business Analysis and
and implement a strategy to Essential Competencies
improve / decrease costs  Principles of Accounting and Finance
 Read – Industry publications for Non-Financial Professionals

Business • Actively questions existing systems  Lead a project team on  Coaching AccorHotels Academie Courses:
Improvement and • Thinks of innovative ways to improve business improving hotel operations  Networking  A Manager
Planning operations and increase revenue based on feedback from guests  RM Charter
• Acts as project manager in the implementation of  Create a new outlet or
Uses knowledge of business improvement projects promotion to generate revenue Academie Online University Courses:
the business to • Looks for business opportunities and tasks calculated  Lead an innovation committee  Introduction to Six Sigma
identify opportunities risks  Identify a high cost centre and  Introduction to Business Analysis and
for business identifies potential cost saving Essential Competencies
improvement and through changing processes  Project Management Fundamentals
suggests innovative
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 Suggested Development Activities
Competency Example of Behaviours
Experience – 70% Relationships – 20% Training – 10%
solutions.

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