The Power of a Thank You: Recognition Tools to Enhance Engagement and Support Business Results

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• The value of recognition: how structured recognition programmes can drive business results and customer satisfaction • Delivering thanks: using peer-to-peer and non-cash recognition programmes effectively to improve engagement • Giving something back: the impact of community service on engagement Julia Miller, Director of Compensation & Benefits, Middle East & Africa, Hilton Worldwide

Business

© 2014 Hilton Worldwide Confidential and Proprietary
Julia Miller
Director of Compensation & Benefits
MEA
Hilton Worldwide

© 2014 Hilton Worldwide Confidential and Proprietary
1. The value of recognition
How structured recognition programmes can drive customer satisfaction and
business results
2. Delivering thanks
Using peer-to-peer recognition programmes effectively to improve engagement
3. Giving something back
The impact of community service on engagement
The Power of a Thank You
2

© 2014 Hilton Worldwide Confidential and Proprietary
A little bit of context – Hilton Worldwide…
3
Founded in 1919
Over 4,200 properties operating in over 90countries across 12brands
Over 300,000 team members worldwide
Over 18,500 MEA participants in 2014 engagement survey
Engagement at 76% Over 90% say their hotel is a great place to work

The Value of Recognition
How structured recognition programmes can drive customer satisfaction & business results

© 2014 Hilton Worldwide Confidential and Proprietary
The Value of Recognition
The Impact of Engagement on Business Results
Team
Member
Behaviour
Customer
Behaviour
Financial
Performance
5

So how does recognition impact engagement?

© 2014 Hilton Worldwide Confidential and Proprietary
Structured Recognition Programmes
• Building a culture of recognition from the top
• Company-wide programmes, supporting our values
• CEO Light & Warmth Award
• Spirit Award
• High Five
• Catch Me at My Best
• Online recognition tools and resources
• Forum to share best practice
• E-newsletter with recognition updates and tips
• Templates, calendars, articles and more
• Getting the basics right – local implementation
7

Delivering Thanks
Using peer-to-peer recognition programmes effectively to improve engagement

© 2014 Hilton Worldwide Confidential and Proprietary
Peer-to-Peer Recognition Programme
Catch Me at My Best
• Catch Me at My Best runs from June to August each year
• Guests, managers & peers are encouraged to recognise team members
by completing a comment card or “catch” with their feedback
• Direct recognition - no nomination or approval process
• Catches are displayed in the hotel and shared with the team, providing
additional recognition for both the team member and the person who
thanked them
• 2014 campaign launched with an e-catch from our CEO to 25,000 team
members
• Over 138,000 team members recognised in 2014
9

Giving Something Back
The impact of community service on engagement

© 2014 Hilton Worldwide Confidential and Proprietary
Travel with Purpose
Global Week of Service
11
Global Week of Service 2013 video

© 2014 Hilton Worldwide Confidential and Proprietary
The Statistics
Global Week of Service
• 2014 focus was youth opportunity and living sustainably
• We volunteered over 90,000 hours to 2,880 organisations
• Working on 3,500+ projects designed to address social, economic &
environmental needs in over 910 cities in 86 countries.
• Participants say volunteering:
• Develops skills used for better job performance
• Helps build a better relationship with team members
• Participants tend to have higher levels of engagement
12

© 2014 Hilton Worldwide Confidential and Proprietary
1. Use your company data to demonstrate the impact of engagement on your
business results
2. Lead from the top - consistently
3. Make recognition an integral part of your engagement strategy and every day life
4. Use a variety of recognition tools to reinforce company values and behaviours
5. Remember the small things
6. Share best practice
7. Enhance engagement by give something back to the community
Go recognise someone today!
To summarise…
13

Any Questions?
And thank you for listening!

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