5 th Annual Conference & Exhibition 4 th December 2014 “The Guest Experience” EMPLOYEE...
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Transcript of 5 th Annual Conference & Exhibition 4 th December 2014 “The Guest Experience” EMPLOYEE...
5th Annual Conference & Exhibition 4th December 2014
“The Guest Experience”
EMPLOYEE ENGAGEMENT: LED BY ENGAGE FOR SUCCESS
AMBASSADORS
Speakers:
Jo Redman Engage for Success Ambassador; SACO The Serviced Apartment Company
Vicky Scard Engage for Success Ambassador;Marks & Spencer plc
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&S
Jo Redman – Engage for Success Ambassador (Wales & West)
Marketing Director at SACO The Serviced Apartment Company
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
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Engage for Success - Movement structure
ENGAGE FOR SUCCESS 2013
Engage 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
Engage for Success Sponsors
Lord O'Donnell, Former Head of Home Civil ServiceMarc Bolland, CEO, M&S
Mark Elborne, CEO, General Electric, North EuropeSir Martin Sorrell, CEO, WPP
Martin Temple, Chairman, EEFMoya Greene, CEO, Royal Mail
Nigel Stein, CEO, GKNPaul Drechsler, CEO, Wates Group
Peter Cheese, CE, CIPDSir Peter Housden, PS for Scotland
Peter Rogers, CEO, BabcockPeter Sands, CEO, Standard Chartered
Peter Searle, CEO, Adecco Group UK & IrelandRichard Baker, Chairman, Virgin Active
Rob Devey, CE, Prudential UK and EuropeRonan Dunne, CEO , O2
Rona Fairhead, Group CE, Financial Times GroupSimon Walker, Director General, IoD
Sir Stephen Bubb, CE, AcevoStephen Howard, Chief Executive, BITC
Steve Elliott, Director General, CIASteve Mogford, CEO, United UtilitiesTim Melville-Ross, Chairman, HEFCE
Tim O’Toole, CEO, First GroupWill Hutton, Executive Vice Chair, Work Foundation
Sir Win Bischoff, Chairman, Lloyds Banking Group
Adam Balon, InnocentAdam Crozier, CEO, ITV
Adrian Brown, UK and Western Europe CEO RSA Alex Gourlay, CEO, Alliance Boots
Amyas Morse, Auditor General, NAOAndy Harrison, CEO, WhitbreadAnthony Jenkins, CEO, Barclays
Dame Barbara Stocking, CEO, OxfamBarbara Frost, CE, WaterAid
Sir Bob Kerslake, Head of the Civil ServiceBrendan Barber, General Secretary, TUC
Carolyn Downs, CE, Local Govt Assoc Charlie Mayfield, Chairman, JLP
Chris Browne, MD, Thomson AirwaysChris Hyman, CEO, Serco
David Evans, CE, Grass Roots GroupEd Sweeney, Chairman, ACAS
Ian King, CEO, BAEIan Livingston, CEO, BT
Ian Powell, Chairman & Senior Partner, PwCIan Sarson, CEO, Compass Group
Jane Wilson, CE, CIPRJohn Cridland, Director General, CBI
John Hannett, General Secretary, USDAWJohn Neill, Group CE, UnipartJohn Walker, Chairman, FSB
Karen Boswell, MD, East Coast Rail
Engage for Success Sponsors
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What is engagement?
>‘A workplace approach designed to ensure that employees are committed to their organisation’s goals and values, motivated to contribute to organisational success and able at the same time to enhance their own sense of wellbeing.’
>Professor David Guest
>OR, IN OTHER WORDS…….
>‘It’s all about the people!’
ENGAGE FOR SUCCESS 201326/11/13
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It’s not…..
ENGAGE FOR SUCCESS 201326/11/13
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The 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
Why is it Important?
Linkages to Employee Engagement
Employee Engagement:Statistics and Case Studies
PRODUCTIVITY
Organisations in the topquartile of employeeengagement scores had18% higher productivity.
INNOVATION
59% of engaged employees said that their job brings out their most creative ideas.
EMPLOYEE TURNOVER
Companies with high levels of engagement show turnover rate40% lower than companies with low levels of engagement.
Employee Engagement:Statistics and Case Studies
REVENUEGROWTH
Organisations in the topquartile of engagement scoresdemonstrated revenue growth2.5 times greater than those inthe bottom quartile.
CUSTOMERSATISFACTION
Companies with topquartile engagementscores average12% higher customeradvocacy.
PROFIT
Companies withengagementscores in the top25% had twice theannual net profit.
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The four enablers of engagement
ENGAGE FOR SUCCESS 201326/11/13
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The four enablers of engagement
ENGAGE FOR SUCCESS 201326/11/13
The get engaged video
19ENGAGE FOR SUCCESS 201326/11/13
Get Engaged
That all sounds very interesting…..
But why am I here?
Its not just about apartments – It’s about the people as well!
17 years 190 + people 20 + locations Serviced Apartment
operator and agent Ambitious Growing Generation Y and even Z
Why Marketing? Three key reasons
Small (ish) business I get it! But actually – it’s about the SACO Brand
Bringing the SACO brand to life through our people
Think of your brand as an egg
Our challenges Protect and develop our culture Growing workforce New team members at all levels Managers managing managers managing people Geographical spread Expectations Competition Restless and ambitious Change – it’s the only constant!
What have we been doing Used the four enablers as a framework
Organisational integrityStrategic narrativeA voiceEngaging managers
A biggish review Put it on the board agenda Getting stuff done
Organisational Integrity Created and developed
A 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 Values Be Ambitious Do the Right Thing Have Team Spirit
That took a while….what did we do next?
No say/do gap Communicated Developed training
Managing performance values and more
“Being the Difference” Weaving Compass Living and breathing
Strategic Narrative Wrote the SACO story Created the next chapters Shared it Constant reminders
A voice Determined approach to be
Inclusive 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% Occupancy
London - 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 Companies
Jess Allday Reservations Executive
“It’s 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 Experience”
https://www.youtube.com/watch?v=ZSaN33JMvf0#action=share
5th Annual Conference & Exhibition 4th December 2014
“The Guest Experience”
THE GUEST EXPERIENCE GEOFF RAMM INVESTIGATES THE
CUSTOMER JOURNEY
Speakers:
Geoff Ramm Celebrity Service, OMG Marketing Speaker and Author
5th Annual Conference & Exhibition 4th December 2014
“The Guest Experience”
QUALITY ASSESSMENT PROGRAMMETHE FUTURE
Panel Speakers:
James Foice ASAPBrian Roberts ASAP Ray Goti ASAP Steve Martin ASAP
Background
•ASAP’s 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:
•Aparthotel•Corporate Housing•Extended Stay•Residences•Suites•Studios
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”