Maintaining Motivation for Outstanding Customer Service Fiona Vasic

Maintaining Motivation for Outstanding Customer Service Fiona Vasic – Human Resources Manager Sheraton Towers Southgate

The next 20 minutes… Ø Visualization exercise Ø Basics of our Customer Care Program Ø Motivational Tools Ø Reward and Recognition Ø Performance Management Ø Satisfaction Measures Ø Benefits

Starwood Cares Our Distinguished Service Culture A powerful phrase that represents our obsession to win our guest through genuine care and triumph over our competitors.

Starwood Cares Our Distinguished Service Culture Caring for Associates Caring for Guests Caring for the Business

The Service-Profit Chain Associate Guest Revenue Satisfaction Growth Caring for Associates Caring for Guests Caring for the Business

Starwood Cares Phase One Caring for the Basics S - Smile and Greet T - Talk and listen A - Answer and Anticipate R - Resolve

Reward & Recognition Ø Care Shares Program Ø Blitzes Ø Quarterly Care Champions (Briefings) Ø Champion of the Year Ø Length of Service Program Ø ‘Thank You’ Board Ø Letter from GM Ø Monthly GMs Lunch Ø Well Being Day Ø Christmas Party

Performance Management Ø New Associate Training Profile Ø Certification Ø Ongoing Training Ø Annual Appraisal Ø Mentor Program Ø Manager’s Big Five Ø 360 degree feedback Ø Starwood. One Intranet Website

Satisfaction Measures Ø Guest Satisfaction Index (GSI) Ø Associate Satisfaction Index (ASI) Pride Company Culture Ø Employer of Choice

Benefits Ø Accommodation Discounts Ø F & B Discounts Ø Internal promotions/transfers Ø Multi-skilling Ø EBA – no casual labour Ø Corporate Medical Insurance Plan

Questions ?