engage2015: reaching a dispersed workforce - jenny lovely, marriot vacations worldwide
TRANSCRIPT
© 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
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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.
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Our Brands
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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!
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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
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Associate Demographics
30% do not have access to computers
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Poll
How many of you have a similar challenge of communica>ng to employees not in front of the computer? • Yes • No
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Challenges
Dispersed Associates • Access • Limited resources • CompeHng prioriHes • Language barrier • Limited opportuniHes to
receive informaHon
MarrioT’s Ko Olina Beach Club
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Challenges
Dispersed Managers/Supervisors • CompeHng prioriHes • NavigaHon of informaHon • Comprehension of material • Inconsistent delivery • PotenHally limited
communicaHons skills
MarrioT’s Ko Olina Beach Club
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Reaching the Hard-‐to-‐Reach
“CommunicaHons Infrastructure”
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Why?
CommunicaHons Infrastructure
Who?
When?
What?
Where?
How?
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CommunicaHons Infrastructure
Who?
When?
What?
Where?
How?
Why are we doing this?
Why do associates need this informa>on?
Why?
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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?
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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?
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CommunicaHons Infrastructure
Why? Who?
What?
Where?
How?
When is [fill in the blank] happening?
When to communicate?
When?
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CommunicaHons Infrastructure
Why? Who?
When?
What? How?
Where will content be located?
Where to go to ask ques>ons?
Where?
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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?
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SoluHon: “How?”
• Branding • Email • Videos • Resources for Managers
How?
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Resources for Managers
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Resources for Managers
“Benefits in a Box”
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Poll
How many of you have employees whose primary language is not English? • I do • I do not
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Resources – Videos
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Resources -‐ Intranet
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• 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!
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Benchmark Achievements
Associate Engagement Survey: • ParHcipaHon = 96% • Engagement Score = 84%
Guest Sa>sfac>on Scores: • 2012 = 88.0% • 2013 = 88.9% • 2014 = 90.3%
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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
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DEMO - ENGLISH!
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DEMO - SPANISH!
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Summary!
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QuesHons?
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Thank you