ibm smarter workforce summit toronto 2015: changing culture and driving performance
TRANSCRIPT
CHANGING CULTURE & DRIVING PERFORMANCE
APRIL 30TH , 2015
FRHI HOTELS & RESORTS
2
Kyla Devereaux Director, Learning & Development
AGENDA
• The New FRHI Hotels & Resorts
• Our Vision, Mission, Values
• Our Employee Value Proposition
• ONE VOICE Colleague Engagement Survey
3
FRHI REACHED A TURNING POINT IN 2013…
1998 - 1999 2005
Swissôtel founded by
Nestlé and SwissAir Raffles International
acquired Swissôtel
Raffles founded with opening of
Raffles Hotel, Singapore
1980 2001 2006
Fairmont acquired by
Kingdom and Colony,
merged with Raffles
International
CP Hotels, Princess Hotels
and Fairmont Hotels
combined under Fairmont
name
Colony Capital acquired
Raffles International
Canadian Pacific
(CP) Hotels founded
1886
1887
Fairmont Hotels founded
with opening of Fairmont
San Francisco
1907 2010
2013
Colony Capital sold
interest to affiliate of
Qatar Investment
Authority
June 2013
Major ONE FRHI Reorganization
HR ALIGNED TO COMPANY STRATEGY
1.Prepare for Global Growth
2.Drive Current Performance
6
7
Current
Blue text - Hotels
Grey text - Residential
Future
AMERICAS
EUROPE
MIDDLE EAST & AFRICA
CHINA
ASIA PACIFIC
44 8
47 10
33 5
25 1
22 3
26 2 30
10 18 2
16
9
45 8
45 8
AGGRESSIVE GROWTH STRATEGY
AMERICAS
EUROPE
CHINA
MIDDLE EAST, AFRICA & INDIA
ASIA PACIFIC
7
Today - 112 2018 – 158 +
FRHI “BRANDS” OVERVIEW
11 Hotels
9 Countries
70 Hotels
22 Countries
31 Hotels
18 Countries
An oasis for the well-traveled
offering emotional
luxury
Turning moments into
memories
Quality in Life
We bring quality to our guests’ lives
What Makes Our Brands Different: Brand Promises
CHANGING THE MAJOR ORGANIZING STRUCTURE OF THE COMPANY
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Past
From
By Individual Brand
Future
To
By Geography, Multi-Brand
Americas Div.
Europe MEAI APAC
Vision, Mission, Values
A SINGLE VISION
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A SHARED MISSION
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VALUES THAT UNITE US
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Employee Value Proposition
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DEFINITION: THE EMPLOYEE VALUE PROPOSITION (EVP)
The EVP The set of attributes that the labor market and employees perceive as the value they gain through employment in the organization.
Source: CEB Corporate Leadership Council:
Refreshing Your Employment Brand 2013.
OUR EVP
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ONE FRHI: EMPLOYEE VALUE PROPOSITION
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CONNECT We share a pride and a passion for serving our guests,
colleagues and communities. We believe in our
mission and are inspired by sharing and celebrating
stories of excellence.
GROW We are open to learning and improving every day and
seek to unlock our full potential. We know who we are,
where we stand, and have clear plans in place to help
us develop personally & professionally.
LIVE We seek a higher quality of life and working here helps
us achieve that goal. We are encouraged and
supported to enrich our overall well-being and achieve
our dreams.
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MY CONNECT GROW LIVE
FRHI TALK: INTERNAL SOCIAL MEDIA SITE
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Colleague Engagement Survey
Confidential – Prepared by IBM
Talent Special Ability
I know what to do & how to do it
Capacity to do it well
+
Engagement Emotional Commitment
I care about doing it
Performance Focus on Accomplishment
I bring my “best self” everyday
DRIVING ORGANIZATIONAL PERFORMANCE
=
22
New Perspective Engagement alone is not enough to ensure high performance. Energized
Colleagues must also be enabled by the organizational commitment and practices to reach their full potential.
NEW HIGH PERFORMANCE ENGAGEMENT MODEL
ENGAGEMENT – A DEFINITION
When individual colleagues are truly
engaged, they can tolerate limited periods of lower work satisfaction and
stay highly committed.
SATISFACTION Overall, I am extremely satisfied with my hotel/ FRHI Hotels & Resorts as a great place to work
COMMITMENT I rarely think about looking for a new job with another company.
PRIDE I am proud to work for my hotel/ FRHI Hotels & Resorts
ADVOCACY I would recommend my hotel/ FRHI Hotels & Resorts as a great place to work
PERFORMANCE ENABLEMENT BEYOND ENGAGEMENT, PEOPLE NEED CERTAIN FACTORS TO BE HIGH PERFORMING
QUALITY • Senior managers at my hotel are committed to providing high quality
products and services to our guest and customers / stakeholders (i.e. colleagues, guests, owners).
• Where I work, we set clear performance standards for product and service quality.
GUEST SERVICE • We regularly use guest/ stakeholder (i.e. colleagues, guests, owners)
feedback to improve our processes. • Guest/ Stakeholder (i.e. colleagues, guests, owners) problems are dealt with
quickly.
TRAINING • At my hotel, colleagues receive the training and development needed to
anticipate guests' needs and exceed their expectations/ meet our stakeholders' (i.e. colleagues, guests, owners) needs..
TEAMWORK • In my department, colleagues are encouraged to participate in making
decisions that affect their work. • The people I work with cooperate to get the job done.
Performance
Enablement
Index
Colleague
Engagement
Index
INDICES ITEMS
Total 49 Items
+
Open Ended
Comments
SCORE
Organizational
Excellence
Score
DIMENSIONS
Well-being
Leadership
Service
Workplace
Behavior Change
Accountability
SURVEY STRUCTURE
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ONE VOICE COLLEAGUE ENGAGEMENT PROGRAM
• It’s not a survey, it’s a program!
• Annual and mid- year pulse survey supported by a formalized, integrated action planning process
• Annual business impact studies
links colleague engagement to desired business results.
Team Performance
Service Quality
Guest Satisfaction, Loyalty, Advocacy
Market Share
Financial Performance
Business Growth
Driving Organization Impact
How Did We Do?
Confidential – Prepared by IBM
ORGANIZATIONAL EXCELLENCE SCORE (OES)
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88 86 89
50
60
70
80
90
100
FRHI OVERALL
OES EI PEI
N=35,227
-------- 82
-------- 80
IBM Top 10% ----
-------- 83
WHAT DRIVES ENGAGEMENT WITHIN OUR CULTURE?
Quality of Life
Vision that Inspires
Place to Grow
Desire to Improve
ONE FRHI: CONNECT, GROW, LIVE
• I regularly enjoy a
sense of fun, family or
friendship at work (my
social well-being).
• My job makes good
use of my talents/skills
and abilities (my mental
well-being).
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87%
87% (+4)
Score - % Percent Favourable (4’s & 5’s) Score in ( ) - points above IBM Top 10%
ONE FRHI: CONNECT, GROW, LIVE
• My hotel provides
me with opportunities
for learning and
development.
• I am satisfied with
my opportunities for
advancement.
• I am encouraged to
develop new and better
ways of serving guests.
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87% (+7)
78% (+6)
87% (+5)
Score - % Percent Favourable (4’s & 5’s) Score in ( ) - points above IBM Top 10%
ONE FRHI: CONNECT, GROW, LIVE
• Working here helps me
improve my quality of life
and achieve my dreams
(my overall well-being).
• My immediate
supervisor/manager
supports my efforts to
balance my work and
personal life.
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84% #1 Global Driver of Engagement
83%
Score - % Percent Favourable (4’s & 5’s) Score in ( ) - points above IBM Top 10%
VISION/MISSION/VALUES
• Leadership Dimension – 85%
• Accountability Dimension – 85%
• Service Dimension – 88%
34 Score - % Percent Favourable (4’s & 5’s)
ONE VOICE LEADERSHIP AWARDS
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CUSTOMER SATISFACTION DRIVEN BY AGILITY IN SOLVING GUEST PROBLEMS, A STRONG SENSE OF PRIDE, AND GUEST-CENTRIC TRAINING.
GSE scores Guest problems are dealt
with quickly.
Where I work, we set clear
performance standards for product
and service quality.
Senior managers at my hotel are
committed to providing high quality
products and services to our guests
and customers
I am proud of the condition
of our employee facilities.
I am proud to work for my
hotel.
At my hotel, colleagues
get the training and
development needed to
anticipate guests’ needs
and exceed their
expectations.
I would recommend my
hotel as a great place to
work.
Leading predictor
Engagement item
Enablement item
Engagement item
Enablement item drivers
HIGH OES = HIGHER GUEST SATISFACTION INDEX
8.26
8.17
Top 25% Bottom 25%
GSI by OE quartile
Organizational Excellence Score: 79% Organizational Excellence Score: 96%
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ONE FRHI LAUNCH EVENTS
UNITING & FOCUSING 42, 000 COLLEAGUES
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