Introduction
Travelodge, the UK's first budget hotel brand, opened its inaugural hotel in Barton-under-Needwood in 1985. Today, with nearly 600 hotels across the UK, Ireland, and Spain and over 21 million guests each year, Travelodge has grown into a household name. Backed by a dedicated team of more than 12,000 employees spread across hotels and its Central Operations office in Sleepy Hollow, Thame, Travelodge is committed to creating a workplace where everyone can learn, earn, and belong. Recognising that the key to its success lay in understanding the unique qualities of its top talent, Travelodge sought to uncover the factors that drive excellence within its Central Operations team.
The Concept
Travelodge’s partnership with Ladder Consulting was born out of a clear need: to build a robust Core Characteristics and Behaviours framework that demystifies what makes employees successful. Rather than relying on traditional, often ambiguous criteria that can be influenced by bias and socioeconomic factors, the goal was to identify clear, measurable behaviours and traits. The project aimed to:
- Identify Success Factors: Uncover the distinct behaviors and personal characteristics that consistently predict success at Travelodge.
- Develop a Practical Framework: Create an actionable tool that integrates these insights into everyday learning and development practices.
- Enhance Employee Growth: Provide team members with a clear roadmap for progression, ensuring that everyone understands what is needed to succeed and move forward in their careers.
The Research
To craft this tailored framework, Ladder Consulting embarked on an extensive research journey that combined both qualitative and quantitative methods. The study engaged employees at every level – from entry-level staff to senior leaders – focusing on those recognised as exceptional and emblematic of what success looks like at Travelodge. Through a blend of psychometric testing, detailed research calls, and comprehensive behavioural interviews, the team meticulously analysed the data to find common patterns among high performers. These patterns revealed the essential traits and behaviours necessary for success in the Central Operations office. Equally important, the research identified characteristics that did not consistently correlate with success, helping to eliminate arbitrary barriers in recruitment and progression. Each trait was then translated into observable behaviours and mapped across different roles and levels, providing a clear and actionable picture of success tailored for every stage of an employee’s journey.
The Impact
The culmination of this rigorous research was the identification of eight core characteristics that define success across the Sleepy Hollow office. These characteristics were further refined into specific behaviours appropriate for every level—from entry-level roles to executive positions. Additionally, the study uncovered team-specific traits that are vital for high performance within various functions. This dual-layered framework not only supports effective recruitment but also empowers employees to better understand their own development paths.
The final Characteristics and Behaviours Framework was presented to the Chief People Office and senior HR leadership at Travelodge, who expressed great enthusiasm for its potential. They recognised that the framework would serve as a powerful tool in both attracting top talent and fostering a culture of continuous support and growth. By clearly defining what success looks like, Travelodge is now better equipped to facilitate career progression and lateral moves, ensuring that every team member has the opportunity to thrive. This initiative marks a significant step forward in reinforcing Travelodge’s commitment to its purpose, ultimately enhancing both individual and organisational performance.
