A quick skim through any issue of Human Capital reveals that HR professionals need to have knowledge and understanding of a broad spectrum of diverse topics. For Christopher Dan, group HR manager at family-run business Doltone House, it's the variety that originally attracted him to the profession.
"Having a keen interest in business and following completion of my studies in business, I realised that HR was the area within business where I could combine all areas of my interests from law, counseling, psychology and business management. Soon after that I started working in HR full time," he says.
Dan acknowledges that HR gave him the opportunity to deal with people on many different levels through the different HR functions and the variety of work associated with HR. "Something I really enjoy is that no day is ever the same," he adds.
Following a return to academic study to obtain specific HR qualifications, Dan has worked in HR since 1998, and he is now a certified practicing member of the Australian Human Resources Institute. His enthusiasm is palpable. "I'm passionate about the HR profession, which has provided me with the opportunity to manage a company's most important asset - its people. I don't take that responsibility lightly. I've always taken great pride in my position and profession," he says.
Gaining experience
During his HR career, Dan has worked across both the hospitality and corporate sectors. He notes that he specifically made the move from hospitality to the corporate world in order to study firsthand the different HR practices between the industries. "In many ways, I was able to use the elements of my hospitality practices within the corporate sector and vice-versa. The HR function is and can be such a positive business resource which in turn can have an incredibly positive impact on the business," he says.
Dan had the unique opportunity of taking on a head of HR role in an organisation that had never before had such a role. TrippasWhite Catering operated from 20 sites nationally and provided onsite venue catering - like Doltone House - as well as airline lounge catering services. "I worked very closely with the managing director and general manager to implement new HR strategies while creating and maintaining a positive workplace culture. With the introduction of new HR polices and procedures we were able to ensure a minimal human risk exposure to the business. As my role had previously not existed, it very much involved creating channels of communication and positive synergies between all levels of the company," he says.
HR at Doltone House
As group HR manager for Doltone House, Dan's role encompasses everything from creating and maintaining a positive workplace culture for its 300 employees to ensuring compliance with statutory obligations. The company, which services hundreds of events and conferences in the corporate and wedding market each year, places unique demands on the HR function.
"You could say my core function involves managing the human capital element of the business. I work very closely with the three Doltone House directors to ensure that there is minimum risk exposure to the group. I'm also involved in strategic planning for the company's growth, and ensuring that the decisions made at a board level are feasible and sustainable," he says.
"My goal in HR is to create a positive partnership between the employee and employer. HR needs to act as an independent mediator, negotiator, advisor and counselor to all parties. HR is a channel through which people can communicate," he adds.
Dan feels strongly that HR departments need to be accessible, and should be available to all people at all times. "A team member is a human, and may require HR to be available for them then regardless of the day or time - I've always been a 24/7 person and my HR team have always embraced the philosophy," he explains.
New challenges and strategies
Dan has some daunting challenges ahead. In addition to dealing with compliance issues with new workplace legislation, Doltone House recently added a 6-star 'green' venue in Pyrmont to the Doltone House property portfolio. This venue, which incorporates not only an event space but also a café, cooking school, and food emporium, will naturally bring a whole new set of employees into the mix.
"In this stage of transition, it will be important for my team to provide direction and set good examples, along with assisting our new team members and focusing on the important objective of maintaining consistency across all of the Doltone venues. It's also important that we continue to introduce our rewards and recognition program to our new venue," he says.
A key element of the Doltone R&R strategy is the Staff Anniversary Program, which recognises and rewards long-term staff for their loyalty, dedication and commitment. After key milestones, such as a year for continuous service, the employee is awarded a bronze service badge in the iconic Doltone 'fleur-de-lis' shape. Two years of service receives silver, five years is gold, and reaching the ten-year mark sees staff awarded with a gold badge studded with a genuine diamond. "The staff wear this badge with pride - it is a symbol of their success," adds Dan.
Doltone House also has a gratitude program dedicated to recognising outstanding work on a day-to-day basis. While the company always had a rewards program for sales staff, there was an increasing desire to give front of house staff recognition too. Based on this, the HR team devised the Doltone Deliver Rewards and Recognition Card, which is issued to each staff member. These cards list attributes which Doltone view as commendable - such as encouraging teamwork or exceeding guest expectation. Whenever a team member demonstrates one of these they get a stamp on their card. Once five stamps have been achieved, they are rewarded with a $50 Coles/Myer voucher. With no limit as to how many times each individual can achieve, Dan says everyone has embraced this rewards program.
Teamwork
The Doltone motto is that 'many minds make one great mind' - hence there is a strong emphasis on teamwork in the company's retention strategy. Each department within the company has a monthly meeting about team building, assesses what initiatives are in place and what can be done to enhance a positive team environment. In line with this, 'teamwork' is one of the attributes recognised as part of the 'Doltone Deliver' strategy. A multitude of team building exercises and activities such as pizza nights, BBQs, bowling are also held throughout the year. "Each department is constantly identifying opportunities for team activities and plans ahead for these," says Dan.
While the term 'high performing team' gets thrown around with abandon in many organisations, to Dan it has a number of specific definitions:
- a team that is exceeding expectations on all levels
- a group of highly goal focused individuals that create a powerful team
- a group of people who are naturally highly motivated
"On another level, while the individual's characteristics are an important factor in creating this team, without the underlying dynamics to support the concept, it will ultimately fail. We are aware of this and are constantly nurturing a positive and productive environment in which people can succeed in an individual and team sense.
"In creating this positive culture, it's important to take into account everyone's different perspectives. It's also important to consider the team when hiring - thinking: how will this new person fit into the team and how will they interact with the existing members? You need to look at it on both an individual and team level. By building a compound of strong individuals, who are all looking in the same direction and aware of the group strength, you can create a strong workforce," he says.
Brand power
When asked to pinpoint how the culture of Doltone House could be defined, Dan says the two things that instantly spring to mind is that it's both very positive and very professional. "As a family business, we place strong emphasis on bringing people in as part of the extended family. It is also unique because the directors are so hands on and actively involved in doing the day-to-day business and running of the venues. As a result, each staff member forms a relationship with the directors, which is unusual for a company of this size. Working closely with the directors like this also means that staff have direct input into strategy and decision-making," he says.
"People are proud to be associated with the brand - I want to maintain that and ensure they enjoy coming to work each day."
In his own words...
Is there any other HR initiative of which you are particularly proud?
For me, I take real pride in creating a positive HR experience for not only the employers, but also the employees. I want to be there for everyone, from the dishwasher to the director - HR is all about being accessible. I'm proud of the work we did that ensured no one at Doltone House was laid off due to the economic downturn. Thanks to the HR strategies implemented and working with the directors to ensure strong direction, leadership and management, Doltone House did not need to lay off one person. We put a lot of time into ensuring that the business decisions we made during this time minimised the risk to the human element of the business during a period of uncertain economic times - and it was very successful and pleasing.
More generally, where do you see HR as a profession heading?
HR needs to continue moving forward. HR managers need to see their role as that of 'business partner', and ensure they are a positive resource for the company they are involved in. HR is here for the future - it's important that we all continue to provide a positive experience, as the HR role/functions continue to grow and evolve. People are a precious resource, and businesses need to understand how best to manage that resource, as ultimately it will be for the benefit of the company and the individuals themselves. Unfortunately, not every CEO or MD has had a positive HR experience, and therefore many may not see it as a positive thing. However, for the future of the profession it's about working with these people and organisations to change their opinion and experiences!
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