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 2014

    The 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 plc

    5th Annual Conference & Exhibition 4th December 2014

    The Guest Experience

  • Employee Engagement

    How 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 Company

    1st Annual Conference & Exhibition Sharing Communicating Developing - Improving

  • Engage For Success

  • What I propose to cover

    Who are E4S and what do they do

    The what and the why of engagement

    The four enablers

    1st Annual Conference & Exhibition Sharing Communicating Developing - Improving

  • 4Engage 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.26/11/13

    1st Annual Conference & Exhibition Sharing Communicating Developing - Improving

  • Engage 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 Group

    Adam 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 Rail

    1st Annual Conference & Exhibition Sharing Communicating Developing - Improving

  • Engage for Success Sponsors

    1st Annual Conference & Exhibition Sharing Communicating Developing - Improving

  • 5What 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 201326/11/13

    1st Annual Conference & Exhibition Sharing Communicating Developing - Improving

  • 6Its not..ENGAGE FOR SUCCESS 201326/11/13

    1st Annual Conference & Exhibition Sharing Communicating Developing - Improving

  • 3The bigger pictureThe context for WHY Employee Engagement is critical

    The 20th Century model was Business as Usual.MAKE EFFICIENT aligned but not engaged, central direction, command and control.ENGAGE FOR SUCCESS 201326/11/13

    1st Annual Conference & Exhibition Sharing Communicating Developing - Improving

  • Why is it Important?

    1st Annual Conference & Exhibition Sharing Communicating Developing - Improving

  • Linkages to Employee Engagement

    1st Annual Conference & Exhibition Sharing Communicating Developing - Improving

  • Employee Engagement:Statistics and Case Studies

    1st Annual Conference & Exhibition Sharing Communicating Developing - Improving

  • Employee Engagement:Statistics and Case Studies

    1st Annual Conference & Exhibition Sharing Communicating Developing - Improving

  • 18The four enablers of engagementENGAGE FOR SUCCESS 201326/11/13

    1st Annual Conference & Exhibition Sharing Communicating Developing - Improving

  • 21The four enablers of engagementENGAGE FOR SUCCESS 201326/11/13

    1st Annual Conference & Exhibition Sharing Communicating Developing - Improving

  • The get engaged video19ENGAGE FOR SUCCESS 201326/11/13Get Engaged

    1st Annual Conference & Exhibition Sharing Communicating Developing - Improving

  • That 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 Z

  • Why 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 egg

  • Our 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 managers

    A biggish reviewPut it on the board agendaGetting stuff done

    1st Annual Conference & Exhibition Sharing Communicating Developing - Improving

  • Organisational IntegrityCreated and developedA VisionA MissionSACO Values

    Collaborative and inclusive 190+It took time but it was worth it

  • Our 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 industry

  • Our ValuesBe AmbitiousDo the Right ThingHave Team Spirit

    That took a while.what did we do next?

  • No say/do gapCommunicatedDeveloped trainingManaging performance values and moreBeing the DifferenceWeavingCompassLiving and breathing

  • Strategic NarrativeWrote the SACO storyCreated the next chapters Shared itConstant reminders

  • A voiceDetermined approach to beInclusive and collaborative Champion concept SACO Voice Ground up Communication frenzy

  • Engaging 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% up

    Recognisable brandThe team are in Growth Change

  • What 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 2014

    The Guest Experiencehttps://www.youtube.com/watch?v=ZSaN33JMvf0#action=share

    5th Annual Conference & Exhibition 4th December 2014

    The Guest Experience

  • 5th Annual Conference & Exhibition 4th December 2014

    The Guest ExperienceTHE GUEST EXPERIENCE GEOFF RAMM INVESTIGATES THE CUSTOMER JOURNEY

    Speakers:Geoff RammCelebrity Service, OMG Marketing Speaker and Author

    5th Annual Conference & Exhibition 4th December 2014

    The Guest Experience

  • 5th Annual Conference & Exhibition 4th December 2014

    The Guest ExperienceQUALITY ASSESSMENT PROGRAMMETHE FUTURE

    Panel Speakers:

    James FoiceASAPBrian RobertsASAP Ray GotiASAP Steve MartinASAP

    5th Annual Conference & Exhibition 4th December 2014

    The Guest Experience

  • Background

    ASAPs objective is to legitimise the sector

    Have confidence all operators are offering a safe, legal and appropriately promoted product

    Promote the sector

    Gain industry recognition

    Establish a recognised benchmarking tool

    5th Annual Conference & Exhibition 4th December 2014

    The Guest Experience

  • Opportunity

    Feedback from corporates, agents and the leisure market suggests that Serviced Apartments vary significantly

    Users are not confident about what they can expect

    There 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 2014

    The Guest Experience

  • What 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 2014

    The Guest Experience Serviced apartments have a number of sub categories which include but are not limited to:

    AparthotelCorporate HousingExtended StayResidencesSuitesStudios

  • Where are we?

    This year we introduced the ASAP QA Assessment programme

    We have completed 1200 assessments to date

    We have reached 85% of our operators

    The balance to be assessed in 2015

    5th Annual Conference & Exhibition 4th December 2014

    The Guest Experience

  • Where are we?

    Panel discussion .

    5th Annual Conference & Exhibition 4th December 2014

    The Guest Experience

  • Where are we?

    Categorisation

    Member

    Quality Accredited Member

    5th Annual Conference & Exhibition 4th December 2014

    The Guest Experience

  • Accreditation

    5th Annual Conference & Exhibition 4th December 2014

    The Guest Experience

  • Accreditation

    5th Annual Conference & Exhibition 4th December 2014

    The Guest Experience

  • How 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 & Answers

    Engage 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 engaged

    This 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 business

    Its not our culture and engagement was bad we just wanted it to be even stronger

    A 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 here

    New workforce Gen y or even zGlobal workforcesDigital worldsFreedom

    Smallish 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 EFS

    There 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 ones

    Talk 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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