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Page 1: 5 th Annual Conference & Exhibition 4 th December 2014 “The Guest Experience” EMPLOYEE ENGAGEMENT: LED BY ENGAGE FOR SUCCESS AMBASSADORS Speakers: Jo RedmanEngage.

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

Page 2: 5 th Annual Conference & Exhibition 4 th December 2014 “The Guest Experience” EMPLOYEE ENGAGEMENT: LED BY ENGAGE FOR SUCCESS AMBASSADORS Speakers: Jo RedmanEngage.

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

Page 3: 5 th Annual Conference & Exhibition 4 th December 2014 “The Guest Experience” EMPLOYEE ENGAGEMENT: LED BY ENGAGE FOR SUCCESS AMBASSADORS Speakers: Jo RedmanEngage.

Engage For Success

Page 4: 5 th Annual Conference & Exhibition 4 th December 2014 “The Guest Experience” EMPLOYEE ENGAGEMENT: LED BY ENGAGE FOR SUCCESS AMBASSADORS Speakers: Jo RedmanEngage.

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

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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

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5

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

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Why is it Important?

Page 12: 5 th Annual Conference & Exhibition 4 th December 2014 “The Guest Experience” EMPLOYEE ENGAGEMENT: LED BY ENGAGE FOR SUCCESS AMBASSADORS Speakers: Jo RedmanEngage.

Linkages to Employee Engagement

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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.

Page 14: 5 th Annual Conference & Exhibition 4 th December 2014 “The Guest Experience” EMPLOYEE ENGAGEMENT: LED BY ENGAGE FOR SUCCESS AMBASSADORS Speakers: Jo RedmanEngage.

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

Page 17: 5 th Annual Conference & Exhibition 4 th December 2014 “The Guest Experience” EMPLOYEE ENGAGEMENT: LED BY ENGAGE FOR SUCCESS AMBASSADORS Speakers: Jo RedmanEngage.

The get engaged video

19ENGAGE FOR SUCCESS 201326/11/13

Get Engaged

Page 18: 5 th Annual Conference & Exhibition 4 th December 2014 “The Guest Experience” EMPLOYEE ENGAGEMENT: LED BY ENGAGE FOR SUCCESS AMBASSADORS Speakers: Jo RedmanEngage.

That all sounds very interesting…..

But why am I here?

Page 19: 5 th Annual Conference & Exhibition 4 th December 2014 “The Guest Experience” EMPLOYEE ENGAGEMENT: LED BY ENGAGE FOR SUCCESS AMBASSADORS Speakers: Jo RedmanEngage.

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

Page 20: 5 th Annual Conference & Exhibition 4 th December 2014 “The Guest Experience” EMPLOYEE ENGAGEMENT: LED BY ENGAGE FOR SUCCESS AMBASSADORS Speakers: Jo RedmanEngage.

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

Page 21: 5 th Annual Conference & Exhibition 4 th December 2014 “The Guest Experience” EMPLOYEE ENGAGEMENT: LED BY ENGAGE FOR SUCCESS AMBASSADORS Speakers: Jo RedmanEngage.

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!

Page 22: 5 th Annual Conference & Exhibition 4 th December 2014 “The Guest Experience” EMPLOYEE ENGAGEMENT: LED BY ENGAGE FOR SUCCESS AMBASSADORS Speakers: Jo RedmanEngage.

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

Page 23: 5 th Annual Conference & Exhibition 4 th December 2014 “The Guest Experience” EMPLOYEE ENGAGEMENT: LED BY ENGAGE FOR SUCCESS AMBASSADORS Speakers: Jo RedmanEngage.

Organisational Integrity Created and developed

A VisionA MissionSACO Values

Collaborative and inclusive – 190+ It took time – but it was worth it

Page 24: 5 th Annual Conference & Exhibition 4 th December 2014 “The Guest Experience” EMPLOYEE ENGAGEMENT: LED BY ENGAGE FOR SUCCESS AMBASSADORS Speakers: Jo RedmanEngage.

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

Page 25: 5 th Annual Conference & Exhibition 4 th December 2014 “The Guest Experience” EMPLOYEE ENGAGEMENT: LED BY ENGAGE FOR SUCCESS AMBASSADORS Speakers: Jo RedmanEngage.

Our Values Be Ambitious Do the Right Thing Have Team Spirit

That took a while….what did we do next?

Page 26: 5 th Annual Conference & Exhibition 4 th December 2014 “The Guest Experience” EMPLOYEE ENGAGEMENT: LED BY ENGAGE FOR SUCCESS AMBASSADORS Speakers: Jo RedmanEngage.

No say/do gap Communicated Developed training

Managing performance values and more

“Being the Difference” Weaving Compass Living and breathing

Page 27: 5 th Annual Conference & Exhibition 4 th December 2014 “The Guest Experience” EMPLOYEE ENGAGEMENT: LED BY ENGAGE FOR SUCCESS AMBASSADORS Speakers: Jo RedmanEngage.

Strategic Narrative Wrote the SACO story Created the next chapters Shared it Constant reminders

Page 28: 5 th Annual Conference & Exhibition 4 th December 2014 “The Guest Experience” EMPLOYEE ENGAGEMENT: LED BY ENGAGE FOR SUCCESS AMBASSADORS Speakers: Jo RedmanEngage.

A voice Determined approach to be

Inclusive and collaborative Champion concept SACO Voice Ground up Communication frenzy

Page 29: 5 th Annual Conference & Exhibition 4 th December 2014 “The Guest Experience” EMPLOYEE ENGAGEMENT: LED BY ENGAGE FOR SUCCESS AMBASSADORS Speakers: Jo RedmanEngage.

Engaging managers The most important relationship Collaborative and inclusive (theme) Visible and accessible Developing and delivering training Work in progress

Page 30: 5 th Annual Conference & Exhibition 4 th December 2014 “The Guest Experience” EMPLOYEE ENGAGEMENT: LED BY ENGAGE FOR SUCCESS AMBASSADORS Speakers: Jo RedmanEngage.

The benefitsGreat results

Revenue - 20% Occupancy

London - 1% Regional - 4% Profitability – Increased!

Customer Satisfaction – 1% up

Recognisable brandThe team are “in”

Growth Change

Page 31: 5 th Annual Conference & Exhibition 4 th December 2014 “The Guest Experience” EMPLOYEE ENGAGEMENT: LED BY ENGAGE FOR SUCCESS AMBASSADORS Speakers: Jo RedmanEngage.

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.”

Page 32: 5 th Annual Conference & Exhibition 4 th December 2014 “The Guest Experience” EMPLOYEE ENGAGEMENT: LED BY ENGAGE FOR SUCCESS AMBASSADORS Speakers: Jo RedmanEngage.

Yes or No? Yes! Overwhelming evidence Put people (and apartments) on the agenda

Any questions?

Page 33: 5 th Annual Conference & Exhibition 4 th December 2014 “The Guest Experience” EMPLOYEE ENGAGEMENT: LED BY ENGAGE FOR SUCCESS AMBASSADORS Speakers: Jo RedmanEngage.

5th Annual Conference & Exhibition 4th December 2014

“The Guest Experience”

https://www.youtube.com/watch?v=ZSaN33JMvf0#action=share

Page 34: 5 th Annual Conference & Exhibition 4 th December 2014 “The Guest Experience” EMPLOYEE ENGAGEMENT: LED BY ENGAGE FOR SUCCESS AMBASSADORS Speakers: Jo RedmanEngage.

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

Page 35: 5 th Annual Conference & Exhibition 4 th December 2014 “The Guest Experience” EMPLOYEE ENGAGEMENT: LED BY ENGAGE FOR SUCCESS AMBASSADORS Speakers: Jo RedmanEngage.

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

Page 36: 5 th Annual Conference & Exhibition 4 th December 2014 “The Guest Experience” EMPLOYEE ENGAGEMENT: LED BY ENGAGE FOR SUCCESS AMBASSADORS Speakers: Jo RedmanEngage.

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”

Page 37: 5 th Annual Conference & Exhibition 4 th December 2014 “The Guest Experience” EMPLOYEE ENGAGEMENT: LED BY ENGAGE FOR SUCCESS AMBASSADORS Speakers: Jo RedmanEngage.

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”

Page 38: 5 th Annual Conference & Exhibition 4 th December 2014 “The Guest Experience” EMPLOYEE ENGAGEMENT: LED BY ENGAGE FOR SUCCESS AMBASSADORS Speakers: Jo RedmanEngage.

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

Page 39: 5 th Annual Conference & Exhibition 4 th December 2014 “The Guest Experience” EMPLOYEE ENGAGEMENT: LED BY ENGAGE FOR SUCCESS AMBASSADORS Speakers: Jo RedmanEngage.

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”

Page 40: 5 th Annual Conference & Exhibition 4 th December 2014 “The Guest Experience” EMPLOYEE ENGAGEMENT: LED BY ENGAGE FOR SUCCESS AMBASSADORS Speakers: Jo RedmanEngage.

Where are we?

•Panel discussion ….

5th Annual Conference & Exhibition 4th December 2014

“The Guest Experience”

Page 41: 5 th Annual Conference & Exhibition 4 th December 2014 “The Guest Experience” EMPLOYEE ENGAGEMENT: LED BY ENGAGE FOR SUCCESS AMBASSADORS Speakers: Jo RedmanEngage.

Where are we?

•Categorisation

– Member

– Quality Accredited Member

5th Annual Conference & Exhibition 4th December 2014

“The Guest Experience”

Page 42: 5 th Annual Conference & Exhibition 4 th December 2014 “The Guest Experience” EMPLOYEE ENGAGEMENT: LED BY ENGAGE FOR SUCCESS AMBASSADORS Speakers: Jo RedmanEngage.

Accreditation

5th Annual Conference & Exhibition 4th December 2014

“The Guest Experience”

Page 43: 5 th Annual Conference & Exhibition 4 th December 2014 “The Guest Experience” EMPLOYEE ENGAGEMENT: LED BY ENGAGE FOR SUCCESS AMBASSADORS Speakers: Jo RedmanEngage.

Accreditation

5th Annual Conference & Exhibition 4th December 2014

“The Guest Experience”

Page 44: 5 th Annual Conference & Exhibition 4 th December 2014 “The Guest Experience” EMPLOYEE ENGAGEMENT: LED BY ENGAGE FOR SUCCESS AMBASSADORS Speakers: Jo RedmanEngage.