Reinventing the Workplace and Starting with...

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Reinventing the Workplace and Starting with YOU August 2017 Kimo Kippen, VP Global Workforce Initiatives

Transcript of Reinventing the Workplace and Starting with...

Reinventing the Workplace and Starting with YOUAugust 2017

Kimo Kippen, VP Global Workforce Initiatives

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To Give Spirit, Energy, or Breath of Life

Today’s Content

21-Aug-17 © 2017 Hilton Confidential and Proprietary 3

Morning, Part 1: Branding YOU

Morning, Part 2: Storytelling

Afternoon, Part 1: Stories from Kimo and Our Audience

Afternoon, Part 2: Hilton’s Story and a Changing Environment

Afternoon, Part 3: Engagement Case Study

Afternoon, Part 4: Debrief Results and Conclude

The Brand is YOUDeveloping Your Personal Brand

Branding Content

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The Brand is YOU: Developing YOUR Story

What is Personal Branding?

Why is Personal Branding Valuable?

Managing Your Personal Brand

What’s Your Personal Branding Statement

Developing Your Personal Brand

People buy YOU before they buy what you are

selling; even if what you are selling is YOU!

Think about it…

Developing YOUR Personal Brand

• What is Personal Branding?

• Value of a Personal Brand

• Managing your Personal Brand

How Do YOU Define a Brand?

✓ A brand is a collection of personal perceptions

in the mind of a consumer

✓ A brand reflects core personality

✓ A brand is a unique feature or an image

representing a company or individual

✗ A brand is not a trademark or a logo

The World’s Most Valuable Brands

The Brand I Know Well…

EXERCISE: How do you define a brand?

1. Select a company or brand to which you have been

a loyal customer.

2. What traits or characteristics make you loyal to that

company?

What is Personal Branding?

Taylor Swift is the master of

personal branding, connecting

with her hyper-social,

surprisingly diverse audience

daily on Twitter, Tumblr,

Facebook and Instagram.

With every interaction, she

delivers what her fans

specifically love about her:

humor, intelligence, accessibility

and gratitude.

How do you define a PERSONAL brand?

✓ Personal Branding is how you market yourself to the

world.

✓ It is essentially what other people think of you.

✓ In some ways it is out of your control but you have

some influence.

Why is Personal Branding Valuable?

How is personal branding valuable?

1. Differentiation in a competitive environment

2. Expand Influence

3. Enhance engagement levels

4. Relationship Building

5. Create a lasting impression

Great Personal Brands

EXERCISE: Developing Your Personal Brand

1. Select a person whose qualities you admire.

2. List the qualities that you admire and why.

Building your Personal Brand

✓ Be Relevant

✓ Be Consistent

✓ Be Appealing

✓ Be Yourself

✓ Be Intentional

“No one can

be just like

you anyway.”

---Pink

Managing YourPersonal Brand

Think about the 3Vs…

VISUAL

VERBAL

VIRTUAL

VISUAL

VERBAL

YOU

GUYS

VIRTUAL

What’s YourPersonal Branding Statement?

Tips for you…

✓ Stay True to Your Values

✓ Strive to influence others

✓ Sacrifice to accomplish something

✓ Building a Brand Is Dynamic and must always be re-

engineered

✓ Keep in mind that everything you do is discoverable

Examples

1. I am a relationship builder. I develop and maintain relationships at all levels of an

organization creating a network of resources that support organizational

strategies and drive revenue growth. – Sales Executive

2. I energize, focus and align manufacturing organizations, resulting in sustainable

acceleration of processes, reduction in waste, and growth of profits. –

Consultant

3. I am a high-end service provider giving the sophisticated traveler a stylish and

tailor-made experience at my Marrakech boutique hotel. – Hotel Owner

4. Using my holistic insight and innovative Total Performance Scorecard principles,

I promise to help my customers to realize their financial dreams. – Financial

Consultant

5. Inspire people to transform "stuck" career management plans to vibrant

opportunity creating strategies. – Career Coach

6. I love collaborating with forward-focused corporate leaders who know where

they’re going. – Executive Coach

BREAK TIME

Storytelling:Effective Communication

Storytelling Content

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What is Storytelling?

The Elements of Storytelling

Element 1: Empathy

Element 2: Distillation

Element 3: Visuals

Element 4: Structure

“Stories are the single most

powerful weapon in a leader’s

arsenal”Howard Gardner

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# of daydreams per day for the typical adult

The ChallengeAdult Learning and Retention

2,000

% of information retained 2 days after being

told10

% of information retained 2 days after being presented

visually65

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Why?

• Visualizing

• Imagining

• Risking

• Understanding

• Persuading

• Relating

• Conceptualizing

Analyzing

Criticizing

Controlling

Number crunching

Detailing

Implementing

Validating

• Right Brain• Left Brain

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Elements of Storytelling

1 Empathy

2

4

Distillation

Structure

3 Visuals

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Element 1: Empathy

The Ben Duffy Technique

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Key points that you want to explain

Element 2: Distillation

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Using Images Effectively

Element 3: Visuals

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Spare your audience

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Our History

– 1919 - Mobley Hotel was purchased

– 1927 - Hilton expands to Waco, Texas, and opens its first hotel with cold running water and air-conditioning in public areas

– 1943 - With the purchase of the Roosevelt and Plaza hotels in New York City, Hilton becomes the first coast-to-coast hotel group in

the United States.

– 1946 - The Hilton Hotels Corporation is formed, and files to list on the New York Stock Exchange.

– 1947 - New York City's Roosevelt Hilton becomes the first hotel in the world to install televisions in guest rooms.

– 1949 - Hilton International is born, with the opening of the Caribe Hilton in Puerto Rico. Legendary barman Ramon "Monchito"

Marrero creates the Pina Colada.

– 1949 - Conrad Hilton purchases "The Greatest of Them All," the original Waldorf Astoria in New York, NY.

– 1949 - Conrad Hilton appears on the cover of Time magazine, the first hotelier to achieve such recognition. (He appears again on

the cover in 1963.)

– 1954 - Conrad N. Hilton buys Statler Hotel for $111 million dollars, which at the time was the largest real estate deal ever.

– 1955 - Hilton creates its first central reservation office, called HILCRON. Reservations can be made at any Hilton by telephone,

telegram, or Teletype.

– 1955 - Hilton launches a program to bring air-conditioning to every hotel in the Hilton portfolio.

– 1955 - Opening of the Hilton Istanbul, the first modern hotel built from the ground up in post- World War II Europe. The landmark

property earns its own postal code and stamp.

– 1958 - Barron Hilton introduces the new Hilton Carte Blanche credit card, the premier travel and entertainment card owned by Hilton

Hotels.

– 1959 - Hilton pioneers the airport-hotel concept by opening the 380-room San Francisco Airport Hilton.

– 1964 - Hilton International forms as a separate company, with Conrad Hilton as president. Two years later, Conrad Hilton's son

Barron succeeds him as president of the domestic Hilton Hotels Corporation.

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1919 1964

First Hilton property

purchase; called the

Mobley Hotel

Conrad Hilton becomes

president of Hilton

International

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Our History

Considerations for Visual Elements

Unexpected

Simple

Emotional

Memorable

Provable

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Element 4 - StructureThe Emotional Story

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The Six Steps

Structure

Character

Place

Obstacle/Villain

Incident

Solution

Moral/Conclusion

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Character

Who is your

protagonist?

• You

• Another guest(s)

• Family member

• Another group, relatable

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Place

Where did

this happen?

• Time

• Environment

• Senses

• Transport the listener

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Situation / Character

Obstacle/Villain

Who/what was

in opposition?

• Travel Problems

• Weather

• Lack of Availability

• Time Constraint

• Budget Constraint

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Incident

The workhorse

of the story.

• What happened?

• Obstacle, conflict

• Formidable

• “After that, everything changed…”

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Solution

How was this

overcome?

• Initial skepticism

• Customized Solution

• Mutual agreement reached

• Successful implementation

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Moral, conclusion

Something

learned.

• Universal message

• Directs future action

• Can be positive or negative

• “Left out” motivator

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The Six Steps

Structure

Character

Place

Obstacle/Villain

Incident

Solution

Moral/Conclusion

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BREAK TIMEBe ready to return to talk about

YOU in a story with STRUCTURE!

LET’S SHARE!

The Six Steps

Structure

Character

Place

Obstacle/Villain

Incident

Solution

Moral/Conclusion

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Kimo Goes First!

Never judge a day by the weather

The best things in life aren’t things

Tell the truth – there’s less to remember

Speak softly and wear a loud shirt

Goals are deceptive – the unaimed arrow never misses

He who dies with the most toys – still dies

Age is relative – when you’re over the hill, you pick up

speed

There are two ways to be rich – make more or desire

less

Beauty is internal – looks mean nothing

No Rain – No Rainbows

Hilton’s Story:Who We Are and Where We Are Headed

Waldorf Astoria Orlando

• We are a leading hospitality company, spanning

the lodging sector from luxurious full-service

hotels and resorts to extended-stay suites and

mid-priced hotels.

• Since 2007, we have surpassed all major hotel

companies in global room growth.

• A portfolio of 13 world-class brands supported by

hundreds of thousands of team members across

Hilton's corporate offices and

owned/managed/franchised properties.

• More than 812,000 hotels rooms inside of nearly

5,000 hotels across 103 countries.

• More than 62M members in its award–winning

customer loyalty program, Hilton HHonors.

Hilton Overview

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“To fill the earth with the light

and warmth of hospitality.”– Conrad N. Hilton

Hilton OverviewOur Vision

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We will be the preeminent

global hospitality company –

the first choice of guests, team

members and owners alike.

Hilton OverviewOur Mission

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Key Strategic Business PrioritiesFew But Critical Priorities

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L&D Department to Corporate Academy

Copyright © 2017 Deloitte Development LLC. All rights reserved.

DEPARTMENT

LEVEL

SCOPE

CORPORATE

LEVEL

SCOPE

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Facilitating the Change Management Process

Executive

SponsorshipLearning

Councils

Business

Objectives

• Budget Authority

• Priority Setting

• Ultimate Accountability

• Insight to the Business

• Represents Company

Demographics

• Trusted Advisors

• Tied to Business

Outcomes

• Tied to Employee

Performance Outcomes

• Quantifiable

• Expandable

Case Study:Hilton Team Member Engagement

• Improved parental and maternity leave benefits for U.S. and U.K.

Team Members

• Implemented enhancements to our PTO/Scheduling policies

• Celebrated our Team Members during International

Housekeeping Week

• Launched GED Assistance program for U.S. Team Members

• Kicked off 2015 Global Month of Service

• Introduced upcoming enhancements to Go Hilton: Team Member

Travel

Recent Heart of Hilton Highlights…

How We Implement:Engagement At Work

Example:Lifelong Learning at Hilton

Challenge / OpportunityWe have a diverse group of talented Team Members.

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A sizeable portion of our U.S. workforce does not have a High School Degree

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Facts Impact on Hilton Worldwide

18% of the US population have self-

declared that they did not graduate high

school.

Assuming the 18% national statistic, this suggests that greater

than 11,000* US Hilton team members may not have graduated

high school.

5,000 US team members show in our HR

systems that they “Did Not Graduate High

School.”

This represents over 5% of our US workforce. We assume that

many more were not willing to self declare.

Companies benefit through this investment.

American Council on Education states that employers providing

General Education Development (GED) programs for employees

get a more educated workforce, and see increased retention and

improved productivity.

GED success rate is high. Nearly 88% of test takers pass the GED exam.

US Employers are catching on

Employers offering support for high school or GED completion

include McDonald’s, Walmart, Department of Defense, and

American Hotel and Lodging Association.

* Based on 62,000 US-based employees

Employers are beginning to address education gaps

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Our competitors do not offer a GED

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GED Proposed No No No

Financial

Assistance

with

University

Bachelors

Yes Yes Yes Yes

Financial

Assistance

with

University

Graduate

Yes Yes Yes Yes

Offering support to obtain a GED will help our Team Members

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Increased

Job Opportunities

Improved

Living

Standards

Societal

Benefits

A high school diploma or GED is preferred for a number

of positions

• Lifetime earnings are average 34% higher

• Average annual earnings are roughly $9,000 higher per year

• Unemployment rates are 50% for those without a high school diploma or GED

Parents’ education attainment strongly influences their

children’s educational attainment

RESULTS TO DATE

200Inquiry calls

from Hilton

Team

Members

128scheduled

initial intake

appointments

3Team Members

passing at

least one test

Team Members

assessed as

”ready”

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RESULTS THRU 6/30/2017

3Team

Members

graduated by

passing all 4

exams or by

meeting all

requirements

for GED*

* Through this offering some Team Members have been able to provide the equivalent to meet U.S. GED completion

requirements.

9 Active

(13%)

13 “Not Ready”

(18%)

17 Struggling

(24%)

32 Evasive

(45%)

What’s Next in Lifelong Learning?

• High School Completion

• Tuition Free Associates Degree

• Apprenticeships

• Programs for engaging the Mature Workforce

PURPOSEMIND-

FULNESS

W

H

O

L

E

N

E

S

S

How we show up. How we engage. How we make a difference.

HOSPITALITY

INTEGRITY

LEADERSHIP

TEAMWORK

OWNERSHIP

NOW

SELF

AUTHENTICITY

SOUL

TRUST

PRIDE

PRESENCE

THE

COMPANYTHE

TEAM MEMBER

Creating a Sense of Wholeness

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Example:Back of House Changes

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Key Strategic Priorities

Continue building purpose-

led, performance-driven

culture

Continue to make Hilton a

great place to work

Improve organizational

efficiency and alignment

Build a true talent culture

and mindset

ALIGN CULTURE &

ORGANIZATION

STRENGTHEN

BRANDS &

COMMERCIAL

SERVICES PLATFORM

EXPAND GLOBAL

FOOTPRINT

MAXIMIZE

PERFORMANCE

Activate Hilton master

brand, refresh existing

brands and strategically

add new brands

Lead in digital and advance

personalization capabilities

Drive deeper loyalty and

more direct relationships

with guests through Honors

Reinvigorate marketing,

revenue management and

sales functions

Deliver industry-leading,

high-quality organic net unit

growth

Fill market gaps with the

right brand in the right

location at the right time

Expand luxury and resort

portfolio

Execute China growth

strategy

Grow market share

Be the hotel company of

choice for owners

Maximize free cash flow

per share, preserve strong

balance sheet and

accelerate return of capital

Modernize IT infrastructure,

and protect and leverage

data as a strategic asset

© 2017 Hilton Worldwide Confidential & Proprietary 1

OUR ETHICAL FOUNDATION

•Set the Example

•Build a Learning Culture

•Celebrate Continuous Learning

•Communicate Openly

•Be a Leader

What Can You Do Now?

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Lessons Learned

1. Executive Sponsorship is critical for success

2. Have the right strategy, people, structure and process

3. Develop your team and celebrate victories

4. Tell them, tell them and tell them again

5. Learning must be part of the mission, vision and values

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Reflections From Our Lessons

1. Rome wasn’t built in a

day! Transformations take

time.

2. Change is a marathon

--- not a sprint!

3. It takes a village! Successful

transformations require the right

team under the right leadership.

4. Pause, reflect and

learn throughout your

journey.

5. Celebrate and

recognize!

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Thank you!