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!