Workshop 5 recap

The 90-Day Belonging Blueprint

CONNECT / BELONGFriday 16 October 202660 minutes

Presented by

  • Gabriella KomlósiGabriella KomlósiVice President People & Culture · Eastern Europe, Georgia & CIS
  • Petra LeberPetra LeberHR Business Partner · Accor Hungary, Czech Republic & Slovakia
01

The 30-second version

Most first days at work are just “OK”, and that is a missed opportunity. Many new people decide in their first month if they will stay, and in our region about 45% of staff leave each year. Gabi and Petra asked us to welcome new Heartists like VIP guests, help them belong, not just fit in, and build a 90-day onboarding plan together, stage by stage.

The main messageStart with the person, not the paperwork. If we want employees to give guests a VIP experience, we must treat them as VIPs from day one.

The six stages of the 90-day journey

Table 1
Before day one
Table 2
Day one
Table 3
The first week
Table 4
Weeks two to four
Table 5
The second month
Table 6
The third month
02

Moments from the session

Gabriella Komlósi talks with the roomGabriella Komlósi talks with the roomPetra Leber at the presenter’s deskPetra Leber at the presenter’s desk
03

Six things to remember

  1. We know how to welcome VIP guests. We should do the same for new employees.
  2. 70% of new people decide within the first month if the job is right for them. 44% have doubts in the first week.
  3. A person who leaves costs about 3 to 4 months of salary.
  4. Young people want practical, hands-on onboarding and a buddy, not a day of mandatory training in a room.
  5. Belonging means people can be themselves. Fitting in means hiding who they are.
  6. Every onboarding action needs an owner and a sign that it works.
04

What happened in the session

7 short parts, in order. Swipe to see them all, and tap one to go there:

  1. 1. Remember your first day
  2. 2. Welcome them like VIP guests
  3. 3. The numbers
  4. 4. A work of heart, from day one
  5. 5. Belonging, not fitting in
  6. 6. Building the 90-day blueprint
  7. 7. Time travellers
1

Part 1 of 7

Remember your first day

First-day memories were mixed: a resignation within ten minutes, “sink or swim” in F&B, but also a gift, a one-to-one and a hotel tour that made someone say “I want to work here.”

Gabi’s point: most first days are just “OK”, and that is a missed opportunity.

2

Part 2 of 7

Welcome them like VIP guests

We know how to welcome a VIP guest: someone owns the arrival, the gift and the details. We should do the same for new employees. How can they give a VIP experience if they are not treated as VIPs?

3

Part 3 of 7

The numbers

70% of new people decide in the first month if they will stay. In our region, about 45% of staff leave each year, and one leaver costs 3 to 4 months of salary.

40% of newcomers are under 25. Most of them want hands-on onboarding and a buddy.

4

Part 4 of 7

A work of heart, from day one

Accor’s promise, “Hospitality is a work of heart”, should start on day one. New people feel safe, someone helps them grow, we understand why they joined, and we praise their first good work.

5

Part 5 of 7

Belonging, not fitting in

Fitting in means changing yourself to be accepted. Belonging means you can be yourself. New people still learn the Accor standards, without hiding who they are. The Accor onboarding toolkit helps you prepare.

6

Part 6 of 7

Building the 90-day blueprint

Each table planned one of six stages, from before day one to month three. Every action needed an owner, a link to an Accor value and a sign that it works. The motto: start with the person, not the paperwork.

7

Part 7 of 7

Time travellers

Table members visited the stages before and after theirs to improve them. Then each table chose its two best actions. The final blueprint will be added here when it is ready.

05

The whole workshop on one page

90-Day BelongingBlueprint1First days matterMost first days are just OK70% decide in month one44% doubt in week oneA leaver costs 3–4 months’ pay2Our regionAbout 45% staff turnover40% of newcomers under 2588% want practical onboarding86% want a buddy3Treat them as VIPsWe know how to welcome VIPsName an ownerPrepare before day onePraise first efforts4Belong, don’t fit inBe your true selfNo masksStill learn the standardsAccor onboarding toolkit5A work of heartBe all you areGrow your own pathWork with purposeEnjoy and feel valued6Build the blueprintSix stages, 90 daysPerson first, not paperworkOwner + sign of proofTime travellers improve

90-Day Belonging Blueprint

  1. 1First days matter

    • Most first days are just OK
    • 70% decide in month one
    • 44% doubt in week one
    • A leaver costs 3–4 months’ pay

  2. 2Our region

    • About 45% staff turnover
    • 40% of newcomers under 25
    • 88% want practical onboarding
    • 86% want a buddy

  3. 3Treat them as VIPs

    • We know how to welcome VIPs
    • Name an owner
    • Prepare before day one
    • Praise first efforts

  4. 4Belong, don’t fit in

    • Be your true self
    • No masks
    • Still learn the standards
    • Accor onboarding toolkit

  5. 5A work of heart

    • Be all you are
    • Grow your own path
    • Work with purpose
    • Enjoy and feel valued

  6. 6Build the blueprint

    • Six stages, 90 days
    • Person first, not paperwork
    • Owner + sign of proof
    • Time travellers improve
06

Tools you can use

The VIP test

Would we welcome a VIP guest this way? Owner, preparation, personal touch, follow-up.

Six stages, 90 days

Before day one, day one, week one, weeks 2–4, month 2, month 3.

Action card

Action, owner (and supporter), EVP pillar, Accor value, sign of proof.

The guiding question

At the end of this stage, what should the new person feel, be able to do and understand?

Time travellers

Look at each stage from the step before and the step after, to build one continuous journey.

07

Best quotes

“How could we expect our employees to provide a VIP experience if they are not treated as VIPs?”
Gabriella Komlósi
“Start with the person, not the paperwork.”
Petra Leber
“The average onboarding experience is OK… It’s a missed opportunity.”
Gabriella Komlósi
“Chaotic things happen, but I think this is what makes it so beautiful.”
A participant, about their first day in hospitality
08

Questions & answers

QWhen do new people decide if the job is right for them?

AMost of the room voted for the first week or the first month. Research: 70% decide within the first month, and 44% already have doubts in the first week.

QHow much does one leaver cost?

AThe room guessed 3 to 4 months of salary, and that is right. It includes the empty position, extra shifts for the team and the time of the HOD.

09

Try this at your hotel

  • Plan the welcome of your next new employee like a VIP arrival.
  • Give every new person a buddy for the first 90 days.
  • Make day one practical: a hotel tour, a one-to-one with the manager, a small welcome gift.
  • Move mandatory trainings away from the first day.
  • Give every onboarding step an owner and a sign that it works.
  • Use the Accor onboarding toolkit to prepare and track the essentials.

We wrote this recap from the session recording. Quotes are slightly edited to make them easier to read.

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