One&Only
“From the leadership down to any of our colleagues within the organization, they all have to behave to those five pillars. It’s extremely, extremely strong and it really talks to the value of One&Only as well. I’m so passionate about that because I think it has been such an amazing journey and the response of the colleagues toward this philosophy has been absolutely amazing, and the way that we deploy it with the team and the resorts is very, very unique.”
Creating a purpose-led service culture
STRATEGIC GROWTH - Achieving Forbes 5 Star Ratings across the portfolio
EMPLOYEE ENGAGEMENT - 100% of employees are immersed and trained in the service philosophy
LEADERSHIP ALIGNMENT - 100% of leaders aligned on the change process
The Challenge
Kerzner International’s portfolio of ultra-luxury resorts are expanding globally, and want to ensure that their signature brand of service continues to be delivered consistently as they grow. They knew that ultra-luxury isn’t defined by the location, the hotel or the perks any more - it’s a human experience, delivered through culture and the talent of their colleagues.
The Within Way®: An award winning service philosophy
We codified One&Only’s purpose into a distinct, teachable service philosophy that could be embedded across every resort and touchpoint. This began with deep cultural immersion — from South Africa to the Blue Mountains of Australia — to uncover shared values that could unify the guest experience. We then launched a global embedding programme with every General Manager and 9,000+ colleagues, including a simultaneous, portfolio-wide re-immersion event. Experiential training was piloted and refined across resort cultures, with HR teams equipped to deliver it sustainably from within.