Strategic Recognition Planning. Using Recognition to Achieve Your Annual Business Goals Planning Ahead… • • • • Gives you time to review the past year Allows for input from the rest of your team Allows you to delegate responsibility Makes your job easier 2 Don’t Take It From Me… • “We gather ideas, suggestions, and comments about efforts from previous years and also ask what things Team Members liked or didn't like.” - DoubleTree by Hilton Atlanta–Roswell, GA • “We ask all Team Members to fill out a recognition sheet so we know how and by whom they would like to be recognized.” - Hilton Omaha, NE • “We have a monthly calendar to plan and budget recognition events. It includes teammate luncheons, holiday gatherings, birthdays, anniversaries, review dates, holiday dates, etc.” - Hampton Inn & Suites Chicago–North Shore/Skokie, IL 3 Steps to Successful Recognition 1. 2. 3. 4. 5. Identify strategic goals. Define recognition programs that align with your goals. Communicate program specifics. Keep your team engaged. Evaluate and measure. 4 Step 1: Identify Strategic Goals • • • • • Define areas of improvement Determine how recognition can impact these goals Make sure your goals are attainable Set measurable benchmarks Align your goals with your brand’s culture, personality, and existing initiatives 5 Step 2: Define Recognition Programs That Align With Your Goals • Don’t lose sight of the strategic objective • Use recognition to reinforce positive behaviors related to your goal • Evaluate your existing recognition efforts. • Create new initiatives • Give Team Members ownership 6 Step 3: Communicate Program Specifics • • • • • Explain the goal to Team Members Explain why the goal is important Explain the recognition initiative Let everyone know how they can contribute Provide the necessary support 7 Step 4: Keep Your Team Engaged • • • • Give frequent progress updates Recognize along the way Refresh your efforts Make it personal 8 Step 5: Evaluate and Measure • Have a system in place to measure your efforts • Ask yourself the following: – – – – Are you achieving the desired results? Are Team Members engaged? Are there areas for improvement? Should you expand your efforts? 9 Hotel Best Practices • 10 best practices from across Hilton Worldwide, each designed to address a different strategic goal 10 Focus Area: Hotel Safety (1) • Hotel: Hilton Papagayo Costa Rica Resort and Spa • Goal: Reduce accidents at the hotel • Program: “Zero Accidents” How long can your department go accident-free? • http://hiltonweb.serveronline.net/blog/?p=5580 11 Focus Area: Helpfulness of Front Desk (2) • Hotel: Embassy Suites Huntsville – Hotel & Spa, AL • Goal: Increase Helpfulness of Front Desk scores • Program: “The Marble Game” Encourage Team Members to interact with guests • http://hiltonweb.serveronline.net/blog/?p=7887 12 Focus Area: Helpfulness of Hotel Staff (3) • Hotel: DoubleTree by Hilton Chattanooga Downtown, TN • Goal: Increase Helpfulness of Hotel Staff scores • Program: “Can They Hear You Smile?” Encouraging Team Members to express their hospitality • http://hiltonweb.serveronline.net/blog/?p=6820 13 Focus Area: HHonors® Scores (4) • Hotel: DoubleTree by Hilton Springfield, MO • Goal: Increase struggling VIP Benefit scores • Program: “HHonors Diamond Cart” Making HHonors guests feel welcome • http://hiltonweb.serveronline.net/blog/?p=7881 14 Focus Area: Housekeeping (5) • Hotel: Hilton Cairns, Australia • Goal: Boost hotel cleanliness • Program: “The Green Achievers” Recognizing positive Housekeeping comments • http://hiltonweb.serveronline.net/blog/?p=3972 15 Focus Area: Attention to Detail (6) • Hotel: Homewood Suites by Hilton Raleigh/Cary, NC • Goal: Improve attention to detail • Program: “Dust Bunny Contest” Find the hidden Dust Bunny and win • http://hiltonweb.serveronline.net/blog/?p=1262 16 Focus Area: Team-Building (7) • Hotel: Hilton Garden Inn New Delhi/Saket, India • Goal: Improved Team Member communication • Program: “Get to Know Your Team Members” Building camaraderie and teamwork • http://hiltonweb.serveronline.net/blog/?p=4495 17 Focus Area: Overall SALT (8) • Hotel: Hilton New Orleans Riverside, LA • Goal: Improved SALT scores across all departments • Program: “Mr. SALTY” A traveling SALT trophy • http://hiltonweb.serveronline.net/blog/?p=7716 18 Focus Area: Brand Standards (9) • Hotel: Hilton Pyramids Golf Resort, Egypt • Goal: Improved brand standards awareness • Program: “Housekeeping Week Brand Standards” How well do you know your brand standards? • http://hiltonweb.serveronline.net/blog/?p=9953 19 Focus Area: Policy & Procedure (10) • Hotel: Hampton Inn & Suites Ephrata – Mountain Springs, PA • Goal: Improved policy knowledge • Program: “Hotel Jeopardy” A fun way to reinforce hotel policy and procedure • http://hiltonweb.serveronline.net/blog/?p=8077 20 Need Additional Inspiration? • • • • Ask your peers Ask your Team Members Go to the bookstore Visit “The Rec Room” www.Hilton-Recognition.com/TheRecRoom • Use your brand’s culture resources 21 Visit the Recognition Library • • • • • www.Hilton-Recognition.com Customizable certificates and thank you cards Service Anniversary materials Recognition coupons Spirit and CEO Light and Warmth Award information • Email “High Five” • And much more! 22 Steps to Successful Recognition 1. 2. 3. 4. 5. Identify strategic goals. Define recognition programs that align with your goals. Communicate program specifics. Keep your team engaged. Evaluate and measure. 23 Thank You. Download this presentation at www.Hilton-Recognition.com/Resources.