Client Background and Context
Ennismore operates 18 hotel brands and more than 50 restaurant brands across 250+ locations worldwide. Each brand runs its own identity, its own systems and its own way of managing people. That operational independence is key to their rapid expansion across the world.
But behind the scenes, it had created real gaps. More than 70% of the workforce had no Microsoft account, no corporate email and no reliable access to the tools the group was investing in. HR data lived in different systems, recorded in different formats. There was no single view of the workforce that anyone at group level could actually rely on.
When Ennismore began preparing to roll out The Lobby as its communications platform and Ennismore Learning more broadly, the identity problem could no longer sit in the background. Every employee needed access. Getting there meant building a system that would give them one identity, one process and one reliable source of truth for every person who worked for Ennismore.
“We’ve been able to feed all our systems into Connect, which means whether you have an email identity or not, you exist in the platform. It’s become our single source of truth, and the key to connecting every employee across Ennismore.”
The Challenge
The workforce was ready, but the systems weren't built to support them consistently. With a growing brand portfolio this meant the problem would only get bigger over time.
- 17,000 frontline employees without a digital identity: Most of the workforce had no Microsoft accounts and no route into digital platforms. They were employed, trained and on shift. But communications didn't reach them. Learning platforms were inaccessible. All of this was causing a growing gap between desk-based and frontline employees.
- HR data that lived on spreadsheets across 50+ brands: Each brand managed its own employee data in its own way. Retaining operational independence was a key requirement, but it was also the cause of many of Ennismore's onboarding challenges: inconsistent job titles, reporting lines and location-specific rules. At group level, reliable reporting was nearly impossible. HR was often working from data that was out of date and never quite right.
- Onboarding that varied by property and brand: New starters experienced onboarding differently depending on where they joined. No standard process, no consistent day-one experience and no guarantee someone would have access before their first shift.
- No shared identity layer across a growing portfolio: Each new brand that joined the group brought its own systems. Without a shared identity layer, connecting each brand to the group's digital infrastructure was a manual effort that added complexity rather than scale.
The Solution
Rather than replacing any brand's systems, Ennismore deployed Connect as a shared identity and access layer sitting above everything already in place.
Ennismore ID: one identity for every employee
Connect creates a single digital identity for all 27,500 employees. For desk-based employees with Microsoft accounts, it integrates with their existing identity. For the 17,000 frontline workers without, it creates a new one directly. The result: one secure starting point for everyone, regardless of role or brand.
Being able to brand the experience as the Ennismore ID made a real difference. For the end user, it feels like an Ennismore product, not a third-party tool. That reduced friction from day one.
Simple, fast access for frontline workers
Frontline employees activate their Ennismore ID through a single QR code and one password. It works on any device, doesn't require a corporate email address and takes less than two minutes to set up. Once activated, that one identity gives access to The Lobby, Ennismore Learning and other key platforms.
A genuine single source of truth for HR data
Connect maps data from every brand's HR system to a common standard, giving the group HR function an accurate, always-current view of the full workforce. Each brand keeps managing its own data in its own system. Connect standardises it above that.
Automated onboarding and offboarding
When someone joins and is added to the relevant HR system, Connect provisions their access automatically. When someone leaves, access is removed across all platforms instantly. No manual input, fewer errors, fewer support requests.
A scalable architecture for a growing group
Adding a new brand, platform or HR system means connecting it to the existing layer, not rebuilding from scratch.
“When you're doing onboarding, now you get just one set of login details, and you have access to all of these platforms. The Ennismore login is like a digital front door. It makes everything much easier and much nicer from a user perspective.”
The Results
With Connect live across all brands, Ennismore has a consistent, automated identity model for the first time.
For IT Teams
- All employees given a secure digital identity through one system, regardless of whether they have corporate email access
- 17,000 frontline workers activated without additional Microsoft licensing
- Reduced IT complexity: one integration layer across all systems, brands and platforms
- A scalable architecture that accommodates new brands and platforms without a rebuild
For HR Teams
- Genuine single source of truth for employee data across all brands, standardised and automatically maintained
- Consistent onboarding across every brand and property, regardless of local practice
- Automated provisioning and offboarding, reducing manual admin and errors
- Accurate group-level reporting on the workforce for the first time
For the Business
- A highly scalable model that works for every new brand and property without introducing additional manual effort
- Each brand retained its operational independence
- Ennismore ID established as the integration point for future platforms and tools
Ennismore did not build a connected workforce by consolidating its brands or replacing its systems. It built one identity layer that worked above everything already in place.
With the Ennismore ID, every employee has a secure, consistent starting point: access to the tools they need, from their very first day, regardless of which brand they work for or whether they have a corporate email address.
“Giving employees a digital identity and secure access to the tools they need makes them feel included, valued, and part of the team.
It simplifies onboarding, reduces friction, and helps people engage with learning and communications platforms in a positive way. Connect has transformed how we connect our people and how they connect to each other.”
