ENGAGE2015: Reaching a Dispersed Workforce - Jenny Lovely, Marriot Vacations Worldwide

ENGAGE2015: Jenny Lovely, Director of Global Interal Communications at Marriot Vacations Worldwide, on employee engagement and communications with a dispersed workforce.

Transcript

1. © Copyright 2015, Marriott Vacations Worldwide Corporation. All rights reserved. MARRIOTT VACATIONS WORLDWIDE CONFIDENTIAL AND PROPRIETARY INFORMATION. The contents of this material are confidential and proprietary to Marriott Vacations Worldwide Corporation and may not be reproduced, disclosed, distributed or used without the express permission of an authorized representative of Marriott Vacations Worldwide. Any other use is expressly prohibited. Reaching  a  Dispersed  Workforce     Engage2015  Jenny  Lovely   Director,  Internal  CommunicaHons   MarrioT  VacaHons  Worldwide  
2. 103" MARRIOTT VACATIONS WORLDWIDE CONFIDENTIAL AND PROPRIETARY INFORMATION. Who/What  is  MarrioJ  Vaca>ons   Worldwide?   •  MarrioT   VacaHons   Worldwide   CorporaHon   (NYSE:   VAC)   is   the   leading   global   pure-­‐play   vacaHon   ownership  company.   •  Through   a   spin-­‐off   in   late   2011,   MarrioT   VacaHons   Worldwide   was   established   as   an   independent,   public  company  focusing  primarily  on  vacaHon  ownership  experiences.   •  The  company  preserves  high  standards  of  excellence  in  serving  its  customers,  investors  and  associates   while  maintaining  a  long-­‐term  relaHonship  with  MarrioT  InternaHonal,  Inc.   •  MarrioT  VacaHons  Worldwide  offers  a  diverse  poreolio  of  quality  products,  programs  and  management   experHse  with  more  than  60  resorts  and  more  than  415,000  Owners  and  Members.   •  The  company  celebrated  its  30th  Anniversary  in  2014.   •  Our  brands  include:  MarrioT  VacaHon  Club,  The  Ritz-­‐Carlton  DesHnaHon  Club  and  Grand  Residences  by   MarrioT.    
3. 104" MARRIOTT VACATIONS WORLDWIDE CONFIDENTIAL AND PROPRIETARY INFORMATION. Our  Brands  
4. 105" MARRIOTT VACATIONS WORLDWIDE CONFIDENTIAL AND PROPRIETARY INFORMATION. What  do  we  do?   §  Sell  vacaHon  ownership  products,   §  Manage  resorts  and  provide  services  for  Owners  and  Members,   §  Finance  consumer  purchases  of  vacaHon  ownership  products,   §  Rent  vacaHon  ownership  inventory.   MVW  Mission  Statement:   Deliver  UnforgeTable  Experiences     That  Make  VacaHon  Dreams  Come  True!  
5. 106" MARRIOTT VACATIONS WORLDWIDE CONFIDENTIAL AND PROPRIETARY INFORMATION. Industry  Leading   0 5,000 10,000 15,000 20,000 25,000 Number of units Luxury Upper Upscale Upscale Upper Midscal e Number of units 0 5,000 10,000 15,000 20,000 Source: Company filings and Vacation Ownership World Magazine, April 2011." 25,000
6. 107" MARRIOTT VACATIONS WORLDWIDE CONFIDENTIAL AND PROPRIETARY INFORMATION. Associate  Demographics   30%  do  not  have  access   to  computers  
7. 108" MARRIOTT VACATIONS WORLDWIDE CONFIDENTIAL AND PROPRIETARY INFORMATION. Poll   How  many  of  you  have  a  similar  challenge  of   communica>ng  to  employees  not  in  front  of  the   computer?       •  Yes   •  No  
8. 109" MARRIOTT VACATIONS WORLDWIDE CONFIDENTIAL AND PROPRIETARY INFORMATION. Challenges   Dispersed  Associates   •  Access   •  Limited  resources   •  CompeHng  prioriHes   •  Language  barrier     •  Limited  opportuniHes  to   receive  informaHon   MarrioT’s  Ko  Olina  Beach  Club  
9. 110" MARRIOTT VACATIONS WORLDWIDE CONFIDENTIAL AND PROPRIETARY INFORMATION. Challenges   Dispersed  Managers/Supervisors   •  CompeHng  prioriHes   •  NavigaHon  of  informaHon   •  Comprehension  of  material   •  Inconsistent  delivery   •  PotenHally  limited     communicaHons     skills       MarrioT’s  Ko  Olina  Beach  Club  
10. 111" MARRIOTT VACATIONS WORLDWIDE CONFIDENTIAL AND PROPRIETARY INFORMATION. Reaching  the  Hard-­‐to-­‐Reach   “CommunicaHons  Infrastructure”  
11. 112" MARRIOTT VACATIONS WORLDWIDE CONFIDENTIAL AND PROPRIETARY INFORMATION. Why?   CommunicaHons  Infrastructure   Who?   When?   What?   Where?   How?  
12. 113" MARRIOTT VACATIONS WORLDWIDE CONFIDENTIAL AND PROPRIETARY INFORMATION. CommunicaHons  Infrastructure   Who?   When?   What?   Where?   How?   Why  are  we  doing  this?     Why  do  associates  need  this   informa>on?     Why?  
13. 114" MARRIOTT VACATIONS WORLDWIDE CONFIDENTIAL AND PROPRIETARY INFORMATION. CommunicaHons   Infrastructure   Why?   When?   What?   Where?   How?   Who  is  our  target  audience?     Is  there  more  than  one  audience?     Where  are  they  located?     What  languages  do  they  speak?     What  level?   Who?  
14. 115" MARRIOTT VACATIONS WORLDWIDE CONFIDENTIAL AND PROPRIETARY INFORMATION. CommunicaHons   Infrastructure   Why?   Who?   When?   Where?   How?   What  are  we  trying  to   communicate?     What  is  the  content?     What`s  changing?       What  are  the  non-­‐nego>ables?     What?  
15. 116" MARRIOTT VACATIONS WORLDWIDE CONFIDENTIAL AND PROPRIETARY INFORMATION. CommunicaHons   Infrastructure   Why?   Who?   What?   Where?   How?     When  is  [fill  in  the  blank]  happening?     When  to  communicate?     When?  
16. 117" MARRIOTT VACATIONS WORLDWIDE CONFIDENTIAL AND PROPRIETARY INFORMATION. CommunicaHons   Infrastructure   Why?   Who?   When?   What?   How?   Where  will  content  be   located?     Where  to  go  to  ask   ques>ons?     Where?  
17. 118" MARRIOTT VACATIONS WORLDWIDE CONFIDENTIAL AND PROPRIETARY INFORMATION. CommunicaHons   Infrastructure   Why?   Who?   When?   What?   Where?     How  will  associates  receive  content?     How  will  associates  know  when  to  take  ac>on?       How  will  associates  interpret  content?     How?  
18. 119" MARRIOTT VACATIONS WORLDWIDE CONFIDENTIAL AND PROPRIETARY INFORMATION. SoluHon:  “How?”   •  Branding   •  Email     •  Videos   •  Resources  for  Managers             How?  
19. 120" MARRIOTT VACATIONS WORLDWIDE CONFIDENTIAL AND PROPRIETARY INFORMATION. Resources  for  Managers  
20. 121" MARRIOTT VACATIONS WORLDWIDE CONFIDENTIAL AND PROPRIETARY INFORMATION. Resources  for  Managers   “Benefits  in  a  Box”    
21. 122" MARRIOTT VACATIONS WORLDWIDE CONFIDENTIAL AND PROPRIETARY INFORMATION. Poll   How  many  of  you  have  employees  whose  primary   language  is  not  English?     •  I  do   •  I  do  not  
22. 123" MARRIOTT VACATIONS WORLDWIDE CONFIDENTIAL AND PROPRIETARY INFORMATION. Resources  –  Videos    
23. 124" MARRIOTT VACATIONS WORLDWIDE CONFIDENTIAL AND PROPRIETARY INFORMATION. Resources  -­‐  Intranet  
24. 125" MARRIOTT VACATIONS WORLDWIDE CONFIDENTIAL AND PROPRIETARY INFORMATION.   •  The  materials  were  a  big  hit  this  year,  we  had  several  comments  from   proper4es  that  the  benefits  in  a  box  were  helpful  to  get  them  started.     •  Videos:    Again,  good  comments  that  the  videos  were  available  direct  via   text/smart  phone  without  having  to  find  a  network  computer  (or  access   via  MyMVWHR  with  a  password).    Videos  were  straight  forward,  to  the   point  and  called  associates  to  ac4on  to  enroll  (or  make  benefits  decisions).     •  Website  was  well  organized.       •  Checklists  for  managers  and  associates  were  a  big  win.     Feedback!
25. 126" MARRIOTT VACATIONS WORLDWIDE CONFIDENTIAL AND PROPRIETARY INFORMATION. Benchmark  Achievements   Associate  Engagement  Survey:   •  ParHcipaHon  =  96%   •  Engagement  Score  =  84%   Guest  Sa>sfac>on  Scores:   •  2012  =  88.0%   •  2013  =  88.9%   •  2014  =  90.3%          
26. 127" MARRIOTT VACATIONS WORLDWIDE CONFIDENTIAL AND PROPRIETARY INFORMATION. Video – Social Media Guidelines! Social  Media  Guidelines  Video  Now  Available     •  TranslaHons:  English  and  Spanish   •  Short  -­‐  4  minutes     It  is  extremely  important  that  our  Social  Media  Rules  of  Conduct  and  Guidelines  are   shared  with  all  associates  so  we  can  conHnue  to  protect  our  company’s  name  and   reputaHon https://mvw.a.guidespark.com/videos/5745
27. 128" MARRIOTT VACATIONS WORLDWIDE CONFIDENTIAL AND PROPRIETARY INFORMATION. DEMO - ENGLISH!
28. 129" MARRIOTT VACATIONS WORLDWIDE CONFIDENTIAL AND PROPRIETARY INFORMATION. DEMO - SPANISH!
29. 130" MARRIOTT VACATIONS WORLDWIDE CONFIDENTIAL AND PROPRIETARY INFORMATION. Summary!
30. 131" MARRIOTT VACATIONS WORLDWIDE CONFIDENTIAL AND PROPRIETARY INFORMATION. QuesHons?  
31. 132" MARRIOTT VACATIONS WORLDWIDE CONFIDENTIAL AND PROPRIETARY INFORMATION. Thank  you