July The IHG Employee Survey

Size: px

Start display at page:

Download "July 2013. The IHG Employee Survey"

Willis Griffith
8 years ago
Views:

1 July 2013 The IHG Employee Survey

2 Contents 1. Why engaging your team matters 2. An introduction to the IHG Employee survey programme: a) The GM s experience b) The employee s experience 3. Summary and survey support 4. Survey timelines 2

3 1. IHG s definition of employee engagement The emotional and rational connections employees make to the hotel, which benefits through better performance I m proud I m a huge fan I ll pitch in to help I m happy to be here My job makes a contribution = I really want to be here! 3

4 1. Employee engagement is associated with better performance Data shows employee engagement has a statistically significant impact on key indicators of hotel performance including RevPAR, Occupancy, Guest Satisfaction, MPI, and RGI. 2012, IHG Review of Hotel performance 4

5 1. Understanding your people impacts your hotel s performance Our research * shows that each five point increase in employee engagement is associated with: An increase of up to $0.70 in RevPAR. In a 200 bed hotel, that could be up to $50,000 additional RevPAR each year An increase in occupancy of up to 1% point Hotels with highly engaged employees typically yield 7% higher GOP: 5 *Based on results with the IHG managed estate since 2007

participation Monitor responses 3 Act Understand the

6 2a. The General Manager s experience - overview 2 Run the Engagement survey Invite employees Encourage participation Monitor responses 3 Act Understand the feedback Discuss with your team Create action plans 6

7 2a. General Manager s experience: Run the survey 1. Tell us who to invite We ll ask you to provide details of all permanent employees who should be invited to take the survey. 2. Distribute invites and build anticipation TNS will create individual invites for each employee, which you can download from the survey site and distribute. There ll also be a poster, and a presentation deck to introduce the survey to your team 3. Monitor participation During the survey, you can track how many people have responded, and how many are outstanding 7

2a. General Manager s experience: Act on feedback Reports: Full reports are produced for hotels/ teams where 7 or more people take the survey: include benchmark

fewer respondents Presentation: to share results with your team and discuss findings Action planning tools: Acting on the feedback is the most important aspect of

8 2a. General Manager s experience: Act on feedback Reports: Full reports are produced for hotels/ teams where 7 or more people take the survey: include benchmark data to other hotels in the brand and by region identify key drivers of engagement identify improvement opportunities Summary reports provided for those with fewer respondents Presentation: to share results with your team and discuss findings Action planning tools: Acting on the feedback is the most important aspect of running the survey. You will be provided with: Action planning guide Resources to identify improvement opportunities Template for writing up your actions Webex events 8

9 2b. The employee experience overview 1 Receive Survey announcement and Invitation 2 Take the online Engagement survey 3 Review results and plan actions 9

10 2b. The employee experience: Receive survey information Employees receive notice of the upcoming survey with posters, the introduction presentation, and a personalized invitation. 10

Each employee s unique password ensures confidentiality.

11 2b. The employee experience: Take the survey Employees take the survey online. There are multiple language options available. Each employee s unique password ensures confidentiality. The survey covers the connections people have at work: Engagement Values Environment Leaders Colleagues The survey takes just 10 minutes to complete. 11

presentation Managers are encouraged to involve employees in

12 2b. The employee experience: Review results and plan actions Results are shared with employees using a results poster and presentation Managers are encouraged to involve employees in deciding what actions are needed, and in driving the actions forward 12

13 3. Summary: Benefits of using the IHG employee survey Concise online survey Multiple language options available, so people can take the survey in their native tongue Complete confidentiality guaranteed: nobody will see an individual s responses nobody at IHG will see an individual hotel s results Reporting is tailored to each hotel, including indicators of what drives engagement for your team Support and resources available at every step of the way, to help you manage the survey, communicate with your team, and action plan effectively Online and phone support to keep the programme on track Owner updates Cost-effective: $7 per invited employee 13

14 3. What GMs tell us about the survey The biggest benefit of participating in the survey was being able to understand my teams better. Areas that may have been overlooked are now clearly highlighted through the reports and I am sure to give my team the best experience. 83% say the results help them focus actions 68% are certain or very likely to take the survey again Even if you do your own internal surveys as we do, this survey was clearly "independent" and the associates felt open to answer honestly. It removed any doubt that an associate might have that their less than positive comments might somehow put them in a negative light with their manager. I truly believe we received the most open and honest feedback of all of the surveys we do. 14

15 3. Survey support Updated throughout the survey programme to guide you about what to do at every stage Administration Reporting Action Planning Best Practices 15

16 4. Timelines By 22 August By 20 September From 17 September From 30 September Hotels register to participate Tell us who to invite Put up posters and build anticipation Distribute invitations 2-22 October Employees take the survey 5 November Receive reports November - December Create action plans 16

17 4. Registering for the survey Register by 22 August 2013 at 17

Revenue Management Program

Revenue Management Program Interessant s Revenue Management program provides hotels with an overall revenue strategy based on demand, market, competition & opportunity. Demand Opportunity Revenue Market