Yes I Can! Is the core service philosophy of The Rezidor Hotel Group. More than just a slogan, Yes I Can! is a way of life for all employees at the hotels operated by The Rezidor Hotel Group.

In 1995 we put structure to our service philosophy and a name, and called it Yes I Can! As Customer Satisfaction is the driver of the hotel industry, Yes I Can! is our Customer Satisfaction Programme. Yes I Can! stands for our service philosophy to always offer alternatives and seeking the best possible solution in all situations. A Guest in this context includes all contacts our employees will have in their work environment, e.g. suppliers, colleagues, the community etc.

The philosophy behind Yes I Can! is based on a positive service attitude, a Yes I Can! attitude towards all guests every day. As a result, guests with any request are met with a positive response, and made to feel that their well-being is the sole priority of the member of staff assisting them. Between 1995 and today, we have used the Yes I Can! training programme in a structured way to show our people what we mean with a Yes I Can! attitude and service.

Our Vision is as simple as "Yes I Can!" It is a way of life for all employees, who are hired for attitude and trained for skills and who genuinely, believe in taking care of their guests and making them feel at home.

We have a long tradition of innovative service concepts, based on the needs of frequent travelers. Today our competitors offer similar services, but we intend to stay ahead. Customer satisfaction is the basis for our success but not enough on its own in the long run.

Yes I Can! is our service philosophy which has been developed by us in conjunction with Carlson companies. The education of the Trainers and the continuous improvement and renewal of the programme are done by our Corporate People Development Team.

Any service company is the sum total of its people. This is especially true for a service company like ours, having defined genuine hospitality and a Yes I Can! spirit as its very essence and driving force. We are convinced that the success of our company depends on the knowledge, skills, abilities, motivation and dedication of each of our employees.

Every single employee is trained in a Yes I Can! Delivering the Promise course within 60 days of hire. We believe in responsibility too. Our employees are encouraged and empowered to take ownership in processes they manage and to participate in decisions that affect them through the Yes I Can! Delivering the Promise training programme. Everyone is a manager managing his or her job, making the necessary decisions to get the job done properly. We believe that the Management Team of each hotel has an obligation to its employees and customers to lead by example. The Management team of each hotel is trained in Leading Yes I Can! to learn about creating the environment for the employees to make decisions and be empowered to satisfy the guest.


The history of Yes I Can!

1995 First launch of Yes I Can!

1996  Launch of "The Management School" where Yes I Can! Train-the-Trainer courses were one of several courses offered to Department Heads, General Managers and other leaders of the company. Yes I Can! Trainers are trained and deliver the Training on a local hotel level in all languages needed.

1997 Making it Right was launched

1998 Guaranteeing 100% Guest Satisfaction

1999 Launch of a gold and diamond Yes I Can! anniversary pin programme - one diamond for every five years of service

2000 Introducing the Yes I Can! Toolbox - an assortment of activities which can be delivered on a daily basis to encourage the message of Yes I Can!

2001 Brand value training

2002 Yes I Can! Delivering the promise is introduced - a new version of the training course used for all levels

2002 Leading Yes I Can! is introduced - a new training course to enable Supervisors and leaders to create a Yes I Can! environment in the hotels

2005 Re-training of all employees and Department Heads in the full programme

2005 The company changes its VISION to simply saying "Yes I Can" - emphasizing the philosophy as our culture and way of life

2006 Roll out of company wide Yes I Can! Activity Packages - providing the hotels with biannual Yes I Can! activities to encourage the spirit

2008 Introduction of Yes I Can! Delivering the promise -  "The HEART of Radisson SAS" - a new version of the training course used for all levels within Radisson SAS Hotels & Resorts