Les Ambassadeurs (Les A) is a members-only gambling club based in Mayfair, London. It offers luxury bars, restaurants, and gambling rooms to a global clientele.
Challenges
Being part of the luxury hospitality and gambling industry, Les A needs to run every part of operation smoother than a Swiss watch. Adapting to the needs of its busy global clientele requires the constant planning and adjustment of labour and resources to meet demand and capitalise on revenue opportunity.
With such a high level of customer service expected, it was critical that management could reduce the amount of time spent on back-office HR tasks, so managers could focus on delivering the luxury experience that members demand.
Before adopting UKG Pro Workforce Management™, formerly known as UKG Dimensions®, Les A used, entirely seperate timekeeping and HR systems. This created multiple points of personnel data entry, increasing the likelihood of errors and causing unnecessary additional work. Inconsistencies in methods and systems used for requesting and recording HR related tasks adversely affected the employee experience – and increased the administrative burden on managers.
Solutions
When notified that existing third party HR system was being sunsetted, Les A took the opportunity to re-evaluate current people systems and processes, with the goal of consolidating and streamlining them. After careful evaluation Les A chose to migrate from their legacy UKG® workforce management solution to the intelligent UKG workforce management solution, implementing both the Workforce Management and HR modules. Their objectives were met successfully, with enhanced visibility of schedules and requests for all staff members, and a greatly streamlined HR operation.
“One of the exciting aspects of our UKG solution is the constant development and enhancements delivered via the solution. After ceasing operations for a few months during the pandemic, we returned to a system with new features and functionality!”
Richard Callaghan
HR Business Partner
Results
Since Les A migrated to UKG Pro Workforce Management, the experience for employees and managers has been transformed. Device-agnostic access to the cloud-based solution has given managers at Les A the visibility and control to identify and manage issues before they become problems minimising queries from colleagues and freeing up time to focus on client experience.
The mobile self-service features are giving colleagues greater control of their work-life, enabling them to view their work schedules, request time off, and swap or request shifts, all of which has helped to improve employee morale, productivity, and customer service.
Les A are now able to more accurately align client, employee, and business demands improving the experience for clients and colleagues, and maximising return on labour budgets.
The flexibility and adaptability of the UKG Pro Workforce Management solution were demonstrated during the COVID-19 pandemic. Using the solution, Les A was able to manage employees who were either furloughed or assigned to new roles. During the lockdown, Les A also diversified into online gaming. Again, UKG was able to handle the new opportunities and workforce management requirements this entailed.
It’s now easy for Les A to automate a wide array of financial, strategic, and business planning reports that utilise workforce management data. This has saved valuable IT personnel hours that have now been redeployed to service other parts of the business.
Employees can dynamically view anytime, anywhere the content that matters most to them, such as upcoming shifts and time-off balances; while managers can view and edit labour balances and absence records as well as spot overtime trends.
Fulfilling hiring and onboarding processes for new staff is much more straightforward. HR managers can view the status of open positions, review qualified candidates, and see where they are in the process eliminating the need for manual email follow-ups and internal status meetings.
