the path to high colleagues' engagement
DESCRIPTION
The path to high Colleagues' Engagement by Pierre O. Botteron from the second BeeSocial Event at Impact Hub Zurich hosted by Beekeeper.TRANSCRIPT
THE PATH TO HIGHER COLLEAGUES ENGAGEMENT PIERRE O. BOTTERON, VP HUMAN RESOURCES EUROPE, FRHI
1
June 2014
Fairmont • Operating hotels 7 • Under dev. 2 Raffles • Operating hotels 2 • Residences 1 • Under dev. 2
Swissôtel • Operating hotels 17 • Under dev. 2 Total • Operating hotels 26 • Residences 1 • Under dev. 6
= Under development
FRHI EUROPE REGION
• 3 Brands and 31 hotels • 10 countries • 8 different languages • Many different cultures
3
EUROPEAN TRENDS IN MANAGING PEOPLE
�čĊ��ĔĘęĔē��ĔēĘĚđęĎēČ�ėĔĚĕ��ǣ �ĚėĔĕĊĆē��ĘĘĔĈĎĆęĎĔē�ċĔė��ĊĔĕđĊ��ĆēĆČĊĒĊēę�ǜ�ȸ
Training and people development
HR communicationsand social media
HR targetoperating model
Sample size: 2,304
Mediumneed
to act
Strongneed
to act
Medium need to act
Low need to act
Effort invested
HighLow
Talent management and
leadershipEngagement, behavior, and culture management
HR analytics: strategic workforce planning and reporting
Performance management and rewards
Recruiting: branding, hiring, and onboarding
Labor costs, flexibility, and restructuring
Diversity andgeneration
managementLow
High
Futureimportance
Low High
Current capability
Source: 2013 BCG/EAPM proprietary Web survey and analysis.Note:���������������������������������������������������������������������Nj��������ǀ�
�ĝčĎćĎę�ȴ�ǜ�������������������ʮ�����������������������������������������������������������������ƾ��������������������������ʫ���������������
Talent management and leadershipHR analytics: strategic work-force planning and reportingEngagement, behavior, and culture managementPerformance management and rewardsHR communications and social media
HR target operating model
Training and people development
Labor costs, flexibility, and restructuring
Recruiting: branding, hiring, and onboarding
Diversity and generation management
CountryHR topic
1 2 3 4 5Rank
1
4
9
3
6
5
8
10
7
2
1
2
3
6
9
7
5
4
10
8
2
1
10
8
5
3
7
9
6
4
2
6
4
1
9
3
5
7
8
10
1
3
2
4
5
8
6
9
10
7
2
1
5
8
3
9
4
6
10
7
1
5
3
8
2
4
7
9
10
6
1
2
4
6
3
9
8
10
7
5
3
1
2
5
4
10
6
7
9
8
1
2
6
8
3
7
5
10
4
9
1
2
3
7
4
6
8
10
9
5
1
3
9
2
5
6
10
7
8
4
1
4
2
5
7
6
8
10
3
9
1
3
4
2
5
6
7
10
9
8
2
3
1
4
7
5
6
9
10
8
1
4
2
3
5
9
6
7
10
8
1
5
4
3
2
7
9
6
8
10
2
3
4
1
8
7
5
6
9
10
1
8
5
7
3
6
2
9
10
4
1
6
4
2
5
3
9
7
10
8
1
8
3
5
6
4
2
7
9
10
1
4
2
7
5
8
3
9
10
6
1
4
5
3
2
6
8
7
10
9
3
2
1
6
8
4
9
7
10
5
1
4
3
2
6
7
5
8
9
10
DE UK FR IT ES RU NL TR CH SE BE AT NO DK IE FI GR PT RO UA HR SI BG MK MT
LowNational GDPHigh
Source: 2013 BCG/EAPM proprietary Web survey and analysis.Note: The data are from countries with more than 20 respondents. Rankings are based on the combined values of future importance and current capabilities. The sorting of HR topics is based on overall rankings. DE = Germany, Uk = United kingdom, FR = France, IT = Italy, ES = Spain, RU = ������ƽ����ʌ������������ƽ����ʌ�������ƽ����ʌ������������ƽ����ʌ�������ƽ����ʌ��������ƽ����ʌ��������ƽ����ʌ�������ƽ����ʌ��������ƽ����ʌ�������ƽ���ʌ�Finland, GR = Greece, PT = Portugal, RO = Romania, UA = Ukraine, HR = Croatia, SI = Slovakia, BG = Bulgaria, Mk = Macedonia, and MT = Malta.
�ĝčĎćĎę�ȵ�ǜ���������������������������������ƽ������������������������ƽ���������������������������������
4
Source: BCG, Oct 2013
THE STATE OF ENGAGEMENT TODAY
• Khan (1990) defines engagement as: “The harnessing of organization member’s selves to their work roles”
• For Schaufeli et al. (2002) engagement refers to a more “persistent and pervasive affective-cognitive state that is not focused on any particular object, event, individual, or behavior”
• These definitions are completed by Saks (2006) who identifies three dimensions: cognitive, behavioral and
emotional
6 02/07/14
Psychological MEANINGFULNESS
Psychological AVAILABILITY
Psychological SAFETY
“our real selves show up when we say what we think and feel in the service of doing the work the best way that we know how. When we deeply care about what we are doing,
and are committed to doing the best we can, we feel compelled to speak rather than remain silent”
KAHN (1990) ENGAGEMENT DEFINITION & CONCEPT
TWO SPECIFICITIES OF THE SERVICE INDUSTRY
The luxury hospitality industry has this specificity that “customer relationships are associated more closely with the individual service provider than with the organization“ Tax & Brown (1998)
One potential barrier to reach this relation and obtain a high level of engagement is the hierarchy, traditionally very heavy in this industry
Job Fit
Affective Commitment
Psychological climate
Employee Engagement
Conceptual model of employee engagement (Shuck et al., 2011)
Discretionary Efforts
Intention to Turnover
ENGAGEMENT AT THE CENTRE OF OUR PEOPLE PRACTICES
THAT’S HOW IT ALL STARTED
9
QUESTIONS & ANSWERS
Thank You
10