Steve Gordon presents how he uses CenterBridge to form the foundation of the financial planning process for Hyatt’s Call Center Operations. He shows us how the financial information can be populated into the application and how that information becomes the foundation for Hyatt’s allocation methodology.

1. Making CenterBridge the Cornerstone of
Call Center Financials
• In this presentation Steve Gordon will discuss how he uses
CenterBridge to form the foundation of the financial planning
process for Hyatt’s Call Center Operations. He will demonstrate
how the financial information can be populated into the
application and how that information becomes the foundation
for Hyatt’s allocation methodology.

2. Making CenterBridge the Cornerstone of
Call Center Financials
Agenda
• About Hyatt Corporation
• About The Presenter
• Planning Horizon
• Next Steps
• Why Do You Want To
• Getting Financial Data into CenterBridge
• In System/On Grid Metrics
• Hyatt Cost Allocations Redux
• Parting Shots
• Questions

3. Making CenterBridge the Cornerstone of
Call Center Financials
About Hyatt Corporation,
We are a global hospitality company with widely
recognized, industry leading brands and a tradition of innovation
developed over our more than fifty-year history. Our mission is to
provide authentic hospitality by making a difference in the lives of the
people we touch every day. We focus on this mission in pursuit of our
goal of becoming the most preferred brand in each segment that we
serve for our associates, guests, and owners. We support our mission
and goal by adhering to a set of core values that characterizes our
culture.
We manage, franchise, own and develop Hyatt branded
hotels, resorts and residential and vacation ownership properties around
the world. As of November 31, 2011, our worldwide lodging portfolio
consisted of approximately 415 branded properties.
In 2011, our two domestic call centers handled 8.4 million calls
totaling over 30 million minutes.

4. Making CenterBridge the Cornerstone of
Call Center Financials
About the Presenter
•Born, raised and residing in
Omaha, Nebraska
•Employed by Hyatt Corp. for
the last twelve years
•Involved in Workforce
Management for the last ten
years
•CenterBridge user since 2006
•TotalView user since 2010
eWFM from 2002-2010
•Certified Workforce Planning
Professional by the SWPP since
2008
•SWPP Board Member since
August 2011

5. Making CenterBridge the Cornerstone of
Call Center Financials
Hyatt’s Planning Strategy
Major Planning Milestones
• Long Term Planning
• Rolling Five Year Horizon
• Mid Term Planning I
• Annual Budget (July-September Current Year)
• Mid Term Planning II (If Necessary)
• February(F-0)
• May(F-1)
• August(F-2)
• November(F-3)
• Short Range Planning
• Weekly CenterBridge Updates
• Tactical Planning
• Intraday IEX Scheduling

6. Making CenterBridge the Cornerstone of
Call Center Financials
What We Want To Do Next
• Going Global!
• Germany
• Australia
• India
• China
• Back Office
• E-mail Activity (Kana) DONE 2011!
• Guest Relations Casework (Sales Force) DONE 2011!
• Data Services (Screen Capture / Access)
• Streamlined Historical Infrastructure
• Visual Basic .NET & SQL Server IN PROGRESS!
• Non Learning FTE
• Learning FTE
• FTE in Training
• Attrition
• Avg. Total Agents FTE
• Streamlined Allocation Infrastructure
• Visual Basic .NET & SQL Server IN PROGRESS!
• Improved Consolidated Output
• Data Mining
• System and Process Survivability IN PROGRESS!

7. Making CenterBridge the Cornerstone of
Call Center Financials
Why Do You Want To
• Its just a staff plan not a cost plan, therefore its not a Budget
• More difficult to judge Center and Staff performance in a multi Center
multi Staff environment as it pertains to cost
• CenterBridge does it better then your Finance people do and it does it
FASTER!
• Its not Excel
• Everything is in one place and when one is adjusted to reality the others
follow suit
• Average Wage changes over time and needs to be forecasted
• Paid Benefits change over time and need to be forecasted
• Overtime Paid ratio changes over time and needs to be forecasted
• You control the discussion from front to back and this is good for your
business!
“he who understands the balance sheet…”

8. Making CenterBridge the Cornerstone of
Call Center Financials
Getting Financial Data into CenterBridge
Collapse/Expand
Paid Time
8/1/2011 9/1/2011 10/1/2011 11/1/2011
• Manually Inputted Weekly and
Paid Scheduled Absence Hours 56 78 49 64 Monthly
Financials are input on the primary
Paid Other Absence Hours 0 0 0 0
Paid Vacation Hours 2,513 2,065 2,398 2,679 •
Call Type
Paid Floating Holiday/Personal Day Hours 252 331 264 514
Paid Holiday Hours 0 2,008 0 2,104
Paid Sick Hours
New Hire Classroom Training Hours
1,095
1,737
1,116
622
937
2,299
886
2,904
• Hours and Wages get pulled and
Regular Hours 49,086 43,067 42,490 40,269 stored separately due to payroll
system limitations
Overtime Hours 2,202 2,348 1,807 993
Unpaid Hours 3,855 3,309 2,979 2,047
Financials
• Unpaid hours include
Revenue [C] 0 0 0 0 Sick, Vacation, NCNS, Occurrences
Classroom Training Period Wages [C]
Agent Regular Wages [C]
15,638
507,966
5,599
442,151
20,960
441,404
26,136
418,308
etc.
Agent Overtime [C] 34,711 37,311 28,494 16,314
Even just having it here has its
Agent Paid Scheduled Absence [C] 609 836 554 699
Agent Paid Other Absence [C] 0 0 0 0
Agent Paid Vacation [C] 27,340 22,283 27,408 29,258 uses, but wait there’s more!
Agent Paid Floating Holiday [C] 2,742 3,571 3,018 5,607
Agent Paid Holiday [C] 0 21,666 0 22,976
Agent Paid Sick [C] 11,914 12,042 10,710 9,674
Agent Sick Hours Buyback [C] 0 0 0 0
Agent Incentive Pay (Sales-Based) [C] 13,492 10,637 5,261 9,183
Agent Incentive Pay (Wages-Based) [C] 120,986 111,221 110,064 106,480
Agent Transfer Bonus Pay [C] 0 0 0 0
Agent Corporate Bonus Pay [C] 17,039 14,001 15,228 13,970

9. Making CenterBridge the Cornerstone of
Call Center Financials
Cost Allocation (Hyatt Style)
• Fund
• Hyatt Full Service Gated ^
• Hyatt Full Service Toll Free ^
• Hyatt Place ^
• Hyatt Passkey ^
• Hyatt Gold Passport @
• Hyatt Summerfield Suites ^
• Hyatt Customer Service #
• Hyatt Residence Group
• Hyatt Fulfillment
• Hyatt Chase Card %
^-Minutes Debit
@-Skill Based Pay, Minutes Credit
#-Skill Based Pay
%-Minutes Credit

10. Making CenterBridge the Cornerstone of
Call Center Financials
Annual Calls Handled
3,500,000
3,000,000
2,500,000
2,000,000
Annual Calls Handled
1,500,000
1,000,000
500,000
-
HFS Gtd HFS TF HP Passkey HGP HSS HCS HRG HYFul HyCard

11. Making CenterBridge the Cornerstone of
Call Center Financials
Annual Talk Minutes
12,000,000
10,000,000
8,000,000
6,000,000
4,000,000
2,000,000
-
HFS Gtd HFS TF HP Passkey HGP HSS HCS HRG HYFul HyCard
Annual Talk Minutes Pre Allocation Annual Talk Minutes Post Allocation

12. Making CenterBridge the Cornerstone of
Call Center Financials
Annual Fund Costs
$4,000,000
$3,500,000
$3,000,000
$2,500,000
$2,000,000
$1,500,000
$1,000,000
$500,000
$-
HFS Gtd HFS TF HP Passkey HGP HSS HCS HRG HYFul HyCard
Pre Allocated Post Allocation Equal CPM Post Allocation Skills Based CPM

13. Making CenterBridge the Cornerstone of
Call Center Financials
Parting Shots
• Be Honest With Yourself (if its going to be bad, accept it
and have a solution before you say anything)
• Plan Realistically (let the boss make the cuts!)
• Use CenterBridge Weekly (including financials!)
• Simple Reports Make the BIGGEST Impact (the boss loves a
good story not a string of numbers)
• Know your data and stay on track (haters gonna hate!)
• What IF? (have three always ready to go)
• Trust Your Intuition (you are aware of things that nobody
else is)

14. Making CenterBridge the Cornerstone
of Call Center Financials
Questions?
Comments?
Stephen Gordon
Manager of Resource Intelligence
Steve.Gordon@hyatt.com
402-537-6829