5 th Annual Conference & Exhibition 4 th December 2014 “The Guest Experience” EMPLOYEE ENGAGEMENT: LED BY ENGAGE FOR SUCCESS AMBASSADORS Speakers: Jo RedmanEngage.

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5th Annual Conference & Exhibition 4th December 2014The Guest ExperienceEMPLOYEE ENGAGEMENT: LED BY ENGAGE FOR SUCCESS AMBASSADORS Speakers:Jo RedmanEngage for Success Ambassador; SACO The Serviced Apartment CompanyVicky ScardEngage for Success Ambassador;Marks & Spencer plc5th Annual Conference & Exhibition 4th December 2014The Guest ExperienceEmployee EngagementHow your business can benefit from having an engaged workforce Vicky Scard Engage for Success Ambassador (London)Head of Employee Engagement at M&SJo Redman Engage for Success Ambassador (Wales & West)Marketing Director at SACO The Serviced Apartment Company1st Annual Conference & Exhibition Sharing Communicating Developing - ImprovingEngage For SuccessWhat I propose to coverWho are E4S and what do they doThe what and the why of engagementThe four enablers1st Annual Conference & Exhibition Sharing Communicating Developing - Improving4Engage for Success - Movement structureENGAGE FOR SUCCESS 2013Engage for Success is a movement committed to the idea that there is a better way to work, a better way to enable personal growth, organisational growth and ultimately growth for Britain by releasing more of the capability and potential of people at work.26/11/131st Annual Conference & Exhibition Sharing Communicating Developing - ImprovingEngage for Success SponsorsLord O'Donnell, Former Head of Home Civil ServiceMarc Bolland, CEO, M&SMark Elborne, CEO, General Electric, North EuropeSir Martin Sorrell, CEO, WPPMartin Temple, Chairman, EEFMoya Greene, CEO, Royal MailNigel Stein, CEO, GKNPaul Drechsler, CEO, Wates GroupPeter Cheese, CE, CIPDSir Peter Housden, PS for ScotlandPeter Rogers, CEO, BabcockPeter Sands, CEO, Standard CharteredPeter Searle, CEO, Adecco Group UK & IrelandRichard Baker, Chairman, Virgin ActiveRob Devey, CE, Prudential UK and EuropeRonan Dunne, CEO , O2Rona Fairhead, Group CE, Financial Times GroupSimon Walker, Director General, IoDSir Stephen Bubb, CE, AcevoStephen Howard, Chief Executive, BITCSteve Elliott, Director General, CIASteve Mogford, CEO, United UtilitiesTim Melville-Ross, Chairman, HEFCETim OToole, CEO, First GroupWill Hutton, Executive Vice Chair, Work Foundation Sir Win Bischoff, Chairman, Lloyds Banking GroupAdam Balon, InnocentAdam Crozier, CEO, ITVAdrian Brown, UK and Western Europe CEO RSA Alex Gourlay, CEO, Alliance BootsAmyas Morse, Auditor General, NAOAndy Harrison, CEO, WhitbreadAnthony Jenkins, CEO, BarclaysDame Barbara Stocking, CEO, OxfamBarbara Frost, CE, WaterAidSir Bob Kerslake, Head of the Civil ServiceBrendan Barber, General Secretary, TUCCarolyn Downs, CE, Local Govt Assoc Charlie Mayfield, Chairman, JLPChris Browne, MD, Thomson AirwaysChris Hyman, CEO, SercoDavid Evans, CE, Grass Roots GroupEd Sweeney, Chairman, ACASIan King, CEO, BAEIan Livingston, CEO, BTIan Powell, Chairman & Senior Partner, PwCIan Sarson, CEO, Compass GroupJane Wilson, CE, CIPRJohn Cridland, Director General, CBIJohn Hannett, General Secretary, USDAWJohn Neill, Group CE, UnipartJohn Walker, Chairman, FSBKaren Boswell, MD, East Coast Rail1st Annual Conference & Exhibition Sharing Communicating Developing - ImprovingEngage for Success Sponsors1st Annual Conference & Exhibition Sharing Communicating Developing - Improving5What is engagement?A workplace approach designed to ensure that employees are committed to their organisations goals and values, motivated to contribute to organisational success and able at the same time to enhance their own sense of wellbeing. Professor David GuestOR, IN OTHER WORDS.Its all about the people! ENGAGE FOR SUCCESS 201326/11/131st Annual Conference & Exhibition Sharing Communicating Developing - Improving6Its not..ENGAGE FOR SUCCESS 201326/11/131st Annual Conference & Exhibition Sharing Communicating Developing - Improving3The bigger pictureThe context for WHY Employee Engagement is criticalThe 20th Century model was Business as Usual.MAKE EFFICIENT aligned but not engaged, central direction, command and control.ENGAGE FOR SUCCESS 201326/11/131st Annual Conference & Exhibition Sharing Communicating Developing - ImprovingWhy is it Important?1st Annual Conference & Exhibition Sharing Communicating Developing - ImprovingLinkages to Employee Engagement1st Annual Conference & Exhibition Sharing Communicating Developing - ImprovingEmployee Engagement:Statistics and Case Studies1st Annual Conference & Exhibition Sharing Communicating Developing - ImprovingEmployee Engagement:Statistics and Case Studies1st Annual Conference & Exhibition Sharing Communicating Developing - Improving18The four enablers of engagementENGAGE FOR SUCCESS 201326/11/131st Annual Conference & Exhibition Sharing Communicating Developing - Improving21The four enablers of engagementENGAGE FOR SUCCESS 201326/11/131st Annual Conference & Exhibition Sharing Communicating Developing - ImprovingThe get engaged video19ENGAGE FOR SUCCESS 201326/11/13Get Engaged1st Annual Conference & Exhibition Sharing Communicating Developing - ImprovingThat all sounds very interesting..But why am I here?Its not just about apartments Its about the people as well!17 years190 + people20 + locationsServiced Apartment operator and agentAmbitiousGrowingGeneration Y and even ZWhy Marketing?Three key reasons Small (ish) business I get it! But actually its about the SACO Brand Bringing the SACO brand to life through our people Think of your brand as an eggOur challengesProtect and develop our cultureGrowing workforceNew team members at all levelsManagers managing managers managing peopleGeographical spreadExpectationsCompetitionRestless and ambitiousChange its the only constant!What have we been doingUsed the four enablers as a frameworkOrganisational integrityStrategic narrativeA voiceEngaging managersA biggish reviewPut it on the board agendaGetting stuff done1st Annual Conference & Exhibition Sharing Communicating Developing - ImprovingOrganisational IntegrityCreated and developedA VisionA MissionSACO ValuesCollaborative and inclusive 190+It took time but it was worth itOur vision and missionOur vision: A world where serviced apartments are at the heart of hospitality Our purpose: Reshaping hospitality!To make staying away from home great and help people feel like they belong wherever they areTo find new and better ways to do this for our clients and guests. We will set the pace and work across the industry to push serviced apartments into the heart of the hospitality industryOur ValuesBe AmbitiousDo the Right ThingHave Team SpiritThat took a while.what did we do next?No say/do gapCommunicatedDeveloped trainingManaging performance values and moreBeing the DifferenceWeavingCompassLiving and breathingStrategic NarrativeWrote the SACO storyCreated the next chapters Shared itConstant remindersA voiceDetermined approach to beInclusive and collaborative Champion concept SACO Voice Ground up Communication frenzyEngaging managers The most important relationship Collaborative and inclusive (theme) Visible and accessible Developing and delivering training Work in progress The benefitsGreat results Revenue - 20% OccupancyLondon - 1% Regional - 4% Profitability Increased! Customer Satisfaction 1% upRecognisable brandThe team are in Growth ChangeWhat do Team SACO say Key stats Looking good Best CompaniesJess Allday Reservations Executive Its more like working with your friends than with colleagues. Everyone is willing to help everyone else, and as we are all working towards same goal, there is a great sense of Team Spirit throughout the Company.Sino Chui Front Desk Receptionist Working for SACO I have a voice that is heard, I express my ideas and suggestions and know I am being listened to.Yes or No? Yes! Overwhelming evidence Put people (and apartments) on the agenda Any questions? 5th Annual Conference & Exhibition 4th December 2014The Guest Experiencehttps://www.youtube.com/watch?v=ZSaN33JMvf0#action=share5th Annual Conference & Exhibition 4th December 2014The Guest Experience5th Annual Conference & Exhibition 4th December 2014The Guest ExperienceTHE GUEST EXPERIENCE GEOFF RAMM INVESTIGATES THE CUSTOMER JOURNEYSpeakers:Geoff RammCelebrity Service, OMG Marketing Speaker and Author5th Annual Conference & Exhibition 4th December 2014The Guest Experience5th Annual Conference & Exhibition 4th December 2014The Guest ExperienceQUALITY ASSESSMENT PROGRAMMETHE FUTURE Panel Speakers:James FoiceASAPBrian RobertsASAP Ray GotiASAP Steve MartinASAP 5th Annual Conference & Exhibition 4th December 2014The Guest ExperienceBackgroundASAPs objective is to legitimise the sectorHave confidence all operators are offering a safe, legal and appropriately promoted productPromote the sector Gain industry recognitionEstablish a recognised benchmarking tool 5th Annual Conference & Exhibition 4th December 2014The Guest ExperienceOpportunity Feedback from corporates, agents and the leisure market suggests that Serviced Apartments vary significantlyUsers are not confident about what they can expectThere is a lack of a global recognition There is a lack of clarity through varied definitions There is a real opportunity to provide a clear, simple and concise definition 5th Annual Conference & Exhibition 4th December 2014The Guest ExperienceWhat is a Serviced Apartment? Serviced Apartment is the umbrella term for a type of furnished apartment available for short-term or long-term stays, which provides amenities, housekeeping and a range of services for guests and where most taxes and utilities are included within the rental price. 5th Annual Conference & Exhibition 4th December 2014The Guest Experience Serviced apartments have a number of sub categories which include but are not limited to:AparthotelCorporate HousingExtended StayResidencesSuitesStudiosWhere are we? This year we introduced the ASAP QA Assessment programmeWe have completed 1200 assessments to dateWe have reached 85% of our operatorsThe balance to be assessed in 20155th Annual Conference & Exhibition 4th December 2014The Guest ExperienceWhere are we? Panel discussion .5th Annual Conference & Exhibition 4th December 2014The Guest ExperienceWhere are we? Categorisation Member Quality Accredited Member 5th Annual Conference & Exhibition 4th December 2014The Guest ExperienceAccreditation 5th Annual Conference & Exhibition 4th December 2014The Guest ExperienceAccreditation 5th Annual Conference & Exhibition 4th December 2014The Guest ExperienceHow your business can benefit from having an engaged workforceSpeakers Jo Redman Engage for Success Ambassador; SACO Marketing DirectorVicky Scard Engage for Success Ambassador; Marks and Spencer plc Head of Employee Engagement Engage for Success an insight into the case for engagement and the four enablers/principles of engagement that the EFS movement believe in. How SACO are applying the four enablers in their business, and the many benefits it brings building their brand, driving customer service and setting strategic direction Question & AnswersEngage for Success (EFS) is a movement committed to the idea that there is a better way to work; a better way to enable personal growth; organisational growth and ultimately growth for our country be releasing more of the capability and potential of people at work.*****That all sounds very interesting but by now you might be asking yourselves some questions such.Why did I choose this session Sounds good but I haven't got time to do this as well as my day jobServiced Apartments and engagement dont really go togetherOur employees are all engagedThis session will help you understand how your serviced apartment business can benefit from having an engaged workforce as you business's grow - Lots of talk about apartments, volume, quality, location, what's in them, what's not in them, whose got them, whose booking them, what do they say, how do they book them. All important stuff but at SACO we also firmly believe that running a successful business is also about focusing on the people and culture of the businessIts not our culture and engagement was bad we just wanted it to be even strongerA few facts and figures about SACO looking at the people angle A place feels good to workWhy is it ok to come to work on a Monday MorningWhat makes production/service good hereNew workforce Gen y or even zGlobal workforcesDigital worldsFreedomSmallish we wear many hats for example we dont have an HR manager under the remit of marketing I look after internal communications and somehow thats grown into being all about people, T&D etc etcTalk at this point about how I got involved with EFSThere is organisational integrity the values on the wall are reflected in day to day behaviours there are no say-do gaps.Arguably the most important enabler.We already had these in place, but felt they needed reviewing and we wanted lots of people from across the business to be involved particularly some of the newer people who hadn't been involved in the creation of the previous onesTalk about the process, Brand champions etcThree very easy to remember, created from withinIt was a big project, took a while keeping everyone on board, considering their opinions, boiling everything down top arrive at the finished product but then what?Knew we had some work to do here our people were telling us they werent clear on the way forwardThere is employee voice throughout the organisation for reinforcing and challenging views between the factions and externally, employees are seen as central to the solutionEngaging managersFocus in their people and give them scopeTreat their people as individualsCoach and stretch their people

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