Leading a Culture that Drives Results TODAY WE WILL… • Build on the case for driving culture in your property • Identify the critical role you play in leading a thriving culture at your hotel • Gain practical ideas for leveraging the Blue Energy culture initiatives to achieve your hotel’s key business objectives IT’S UP TO YOU! Table Group Discussion: What do you see as the leader’s role in driving the Blue Energy culture in your hotel? LEADING FOR IMPACT “I focus on the Department Leaders to ensure they embrace the Blue Energy culture and provide the time and freedom for Team Members to participate. More importantly, I empower and support the Blue Energy Committee in all decisions.” - Hilton GMs “I am always looking for new ways to support and drive the culture. Blue Energy is not just about what forms are filled out and checks are checked off, it is about an attitude that starts at the top and permeates throughout the associates and Guests.” - Hilton GM “I lead by example and am visible every day in all departments. I try to model what I expect and champion Blue Energy at every opportunity.” - Hilton GM “I play an active role in the Blue Energy Committee – not ‘doing’ the actions, but rather supporting and coaching others to take action that will result in better team and Guest engagement.” - Hilton GM “I am focusing on driving the team mentality with all, so that everyone from the hourly employee all the way up to the top sees that success is achieved when all parts are working together. We share one common goal – to deliver the most outstanding Guest experience every time. - Hilton GM IMPACT ON RESULTS “Blue Energy is part of the reason we have seen a great turnaround in our scores from 2011 to 2012 – as well as into 2013. We are seeing better revenues due to the improvements in service and culture with the team.” - Hilton GM “Our Blue Energy is evolving into a very exciting culture at our property. This drives business because our team is strong, supportive and passionate which radiates throughout our hotel. Our guests can't help but to feel it and experience it the minute they walk through our doors.” - Hilton GM “Driving culture has had a very positive impact on our property. We have seen great improvements in SALT scores and strong engagement in the community.” - Hilton GM “We have seen a big impact on morale since focusing on Blue Energy. Team members feel heard, valued and respected. It has given the hotel ‘One Voice’ when it comes to expectations about service and driving revenues.” - Hilton GM “We have completely changed our culture here to ensure every team member is inspired to produce what we call ‘Hilton Moments’ – those moments that will ensure a guest remembers our hotel and wants to come back again and again.” - Hilton GM THE RESULTS ARE IN… KPI Top 20% Culture Engagement* 71.77% Overall Service Overall 59.23% Loyalty Rev PAR 107.23 Rev Par 118.29 Index Brand Difference % Average Difference Americas 67.4% +4.37 +6% 54.9% +4.36 +7% 103.26 107.8 3.97 +10.49 +4% +9% *as measured by 2012 Blue Energy Committee Quarterly Update Scores DRIVING RESULTS THROUGH CULTURE Individually at your tables: What are the business results that you need to drive at your hotel this year? BLUE ENERGY COMMITTEE TEAM MEMBER ENGAGEMENT AND DEVELOPMENT A tool for … • Engaging all departments in the guest experience, team members, community and sustainability • Developing future leaders • Identifying strategies and actions to drive business results “Our Blue Energy Committee illustrates the ‘reverse pyramid’ we have at our property. The team member is at the top, and the GM is at the bottom. We use the Blue Energy Committee as a platform for developing future leaders.” - Hilton GM H360 WEBSITE IGNITING THE SPIRIT OF BLUE ENERGY A tool to… • Share best practices from around the world • Give our Team Members a voice • Create connections with fellow team members and leaders from 136 countries “The key to culture is keeping it fresh all the time…not letting it get stale. The H360 website gives our team members new ideas and best practices from around the world. They see how they are connected to a much bigger picture.” - Hilton GM BREAKOUT DISCUSSION 1. BLUE ENERGY COMMITTEE 2. H360 COMMUNITY WEBSITE What specific actions can you take to leverage the Blue Energy Committee and H360 Community website to achieve your business results? What best practices can you share? REPORTING OUT Ideas to Share: 1. Blue Energy Committee 2. H360 Website MAKE IT RIGHT EMPOWERMENT AT ALL LEVELS A tool for empowering team members to… • Resolve Guest problems • Meet unanticipated Guest needs • Recognize our most loyal Guests “I make it my business to be in and among my Team Members. I listen to their challenges and do whatever it takes to remove barriers. When a team member tries to ‘Make It Right,’ we make sure we are never critical.” - Hilton GM BRIGHT BLUE FUTURES GIVING BACK A tool for … • Providing stability and hope to youth in communities where we live and work • Introducing, developing and preparing youth for careers in hospitality • Engaging Guests in our commitment to give back • Creating brand awareness in the community “When you put the team member and the community first, it all comes back to you. The engagement in community outreach has been incredible and it really builds the team spirit.” - Hilton GM BREAKOUT DISCUSSION 3. MAKE IT RIGHT 4. BRIGHT BLUE FUTURES What specific actions can you take to leverage Make it Right and Bright Blue Futures to achieve the business results you identified? What best practices can you share? REPORTING OUT Ideas to Share: 3. Make It Right 4. Bright Blue Futures IT’S UP TO YOU ! “When it comes to culture, everything leads back to the involvement of the GM. You have to engage in what is happening at all levels of the hotel. You can’t delegate culture. You have to model it, teach it and live it. It must be part of your DNA.” - Feedback from Hilton GMs TAKE IT BACK TO YOUR TEAMS Work with your leadership team and Blue Energy Committee to… 1.MOTIVATE: Define the leadership behaviors that build and maintain a culture that drives success and commit to demonstrating them consistently. 2.ACTIVATE: Identify how you will leverage the culture tools and resources to impact key business results at your hotel. 3.CELEBRATE!