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
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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
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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
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HEART OF HOUSE: OUR PEOPLE MATTER
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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.
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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’
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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
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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