se03 staff education, motivation and retention - peter brokenshire

52nd ICCA Congress

International Congress and Convention Association.

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Peter BrokenshireGeneral Manager, Kuala Lumpur Convention Centre

2 November 2013

ICCA Sector Education Session ICCA Sector Education Session

Staff Education, Motivation & Retention

“Are we fit for the future?”

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Talent Management

Key success factor during pre-opening

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Focus groups

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What they told us?

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They wanted to be:

Treated with respect

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They wanted to wear:

Comfortable, practical uniforms and shoes

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They wanted to have:

Staff meals of a reasonable standard

Lockers

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They wanted to enjoy:

Daily pay Opportunities for training and development

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“Ambassadors”

First and main contact with guests

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Passport to Success

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Rewards Programme

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Rewards Programme

Vouchers

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Rewards Programme

“Gong Hitter”

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Rewards Programme

Commendation letters and “Bonus” points

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Rewards Programme

“Long Service Awards”

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Extensive training opportunities

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Coffee with Datuk

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Internationalisation Programme

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Promoting from within

Sales Executive to Sales Manager

Ambassador to Assistant Catering Manager

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Talent Acceleration Programme

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Management Retreat

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Gen-Y engagement

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Overall - COMMUNICATION

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Together, we make a winning team!

International Congress and Convention Association.

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Thank you!Terima kasih!