how do you make engagement happen? - hrd uk€¦ · 5 hospitality we are passionate about...

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How do you make

Engagement happen?

Ben Bengougam, Vice President Human Resources – EMEA

Hilton Worldwide

15th Annual HR Directors Summit, Birmingham

31st January 2017

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© 2016 Hilton Worldwide Confidential and Proprietary 3

HEART OF HILTON. AN INSIDE LOOK.

© 2016 Hilton Worldwide Confidential and Proprietary 4

A STRONG FOUNDATION: OUR PURPOSE PLATFORM

Our shared Vision, Mission and Values guide our company and our Team

Members in everything we do.

OUR VISION

“To fill the earth with the light and warmth of hospitality – by delivering

exceptional experiences – every hotel, every guest, every time.”

OUR MISSION

“To be the most hospitable company in the world – by creating heartfelt experiences

for our guests, meaningful opportunities for our Team Members, high value for our

owners and a positive impact for our communities.”

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HOSPITALITY We are passionate about delivering exceptional guest experiences.

INTEGRITY We do the right thing, all the time.

LEADERSHIP We are leaders in our industry and in our communities.

TEAMWORK We are team players in everything we do.

OWNERSHIP We are owners of our actions and decisions.

NOW We operate with a sense of urgency and discipline.

In 2016, we announced our Purpose Platform, the culmination of a three-year journey guided

by input from our Team Members to articulate a common purpose describing why the company

exists and how we contribute to society today and in the future. The Purpose Platform

combines what Hilton is good at, what our Team Members love doing, what the world needs

and what drives the company’s economic engine. The results of the Team Member input were

used to create the Purpose Platform for our rallying cry: “We are Hilton. We are Hospitality.”

OUR VALUES

© 2016 Hilton Worldwide Confidential and Proprietary 6

We are committed to offering the same high level of hospitality to our

Team Members as they offer to our guests.

We strive to create a welcoming and positive environment where everyone

is heard, valued and celebrated. It’s also essential that we provide

nurturing and collaborative workplaces, with countless opportunities for our

Team Members to thrive and achieve both personal and professional

goals.

Our Team Members are at the heart of all our success. They define the

word “hospitality” for millions of people every year and are deeply

deserving of receiving our hospitality in return.

OUR ETHOS

© 2016 Hilton Worldwide Confidential and Proprietary 7

Every one of us at Hilton is driven by a passion to make the world a richer, warmer,

happier place. For our guests. For each other. And for the communities that surround

and support us – just as we surround and support them.

This is at the heart of who we are and what we do.

We are Hilton. We are Hospitality.

We seek candidates who have a passion to serve our guests – for us, hospitality and

heart are keys to our screening process. We want Team Members at Hilton who live and

love our values.

A HEARTFELT CANDIDATE EXPERIENCE

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“What they told me when I was applying was true.

Everyone here at Hilton values the same fundamental things that I do in a workplace. Hilton Team Members truly embody

the ideals of Hospitality and are collaborative, warm and welcoming. Having a workplace culture that I naturally fit into

made this a great fit for me.

Our Vision, Mission and Values are very clear and also very inspiring – and our people strive to live and breathe them.”

We actively measure Candidate Experience.

HIRING FOR HEART AND SHARED VALUES

© 2016 Hilton Worldwide Confidential and Proprietary 9

HEART OF HOUSE: OUR PEOPLE MATTER

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© 2016 Hilton Worldwide Confidential and Proprietary 11

GREAT ENVIRONMENT:

MAKING SURE EVERY TEAM

MEMBER FEELS WELCOME

OUR TEAM MEMBER VALUE PROPOSITION IS BASED ON THREE PILLARS

GREAT CAREERS:

PROVIDING MEANINGFUL

OPPORTUNITIES FOR TEAM

MEMBERS

GREAT REWARDS:

INDUSTRY LEADING

PROGRAMS AND PRACTICES

HIGHLIGHTS

• The Leadership Index

• Heart of House

• The HEART Model:

Empowering Team Members

to Make It Right

• Listening to Our Team

Members

“It’s inspiring to work in a great

environment, one that you are

proud to show to your family

and friends and one where you

feel cared for, valued and

respected.”

HIGHLIGHTS

• All-New Interactive Career

Pathing Tool

• Industry-Leading, Fully Paid

Adult Education Assistance

Program

• Hilton University: Inspiring

Team Members Through

Continual Learning

• Promotion From Within

Team Members are equipped

by the diverse and numerous

opportunities for personal and

professional growth, the tools

and practices that enable that

growth and the leaders that

support it.

HIGHLIGHTS

• Best-in-Class Maternity and

Parental Leave

• Paid Time Off enhancement

• Go Hilton Team Member and

Family & Friends Travel

Programs

• Team Member Appreciation

Week: Recognizing the Heart

of Hilton

• Recognition From the Heart:

Inspiring Team Members

Through our Culture of

Appreciation

Team Members feel valued,

cared for, recognized and

rewarded for their contributions

to our success.

© 2016 Hilton Worldwide Confidential and Proprietary 12

Team Members are the Heart of Hilton. Their hard work, passion and commitment are the core of our

success. In return, we are committed to their success by offering a Great Environment, Great Careers,

and Great Rewards.

- Our Team Member Value Proposition

DEVELOPING GREAT CAREERS

‘Key to Success is Execution’

© 2016 Hilton Worldwide Confidential and Proprietary13

© 2016 Hilton Worldwide Confidential and Proprietary14

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2017, THE JOURNEY CONTINUES……

RELENTLESSLY…..

BECAUSE IT NEVER ENDS…

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THE TEAM MEMBER EXPERIENCE THROUGHOUT THEIR HILTON JOURNEY IS CRITICAL TO OUR SUCCESS

ENGAGEMENT AND TRUST TRENDS

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BUSINESS IMPACT

CUSTOMER EXPERIENCE

2012 2013 2014 2015 2016

FINANCIAL PERFORMANCE

2012 2013 2014 2015 2016

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KSA (tbc)

WE HAVE BEEN SELECTED AS AN EMPLOYER OF CHOICE, WORLDWIDE

© 2016 Hilton Worldwide Confidential and Proprietary 20

If your actions inspire others to dream more, learn more, do more and become more - you are a leader.

JOHN QUINCY ADAMS

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WE ARE HILTON

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WE ARE HILTON. WE ARE HOSPITALITY