Presentation (PDF Format)

Purpose
• To present InterContinental Hotels Group’s employee
recognition program which successfully aligns 19,000
employees in North America with the corporate core
values
Connect Recognition to Your Company’s
Core Values
Marc Collins – VP, Americas/Global HR Business Support for
InterContinental Hotels Group
Sarah Petersen – Account Executive, Hallmark Insights
Lisa Oster – Brand Manager, Hallmark Insights
May 4, 2009
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Introduction
Today’s Agenda
• IHG/InterContinental Hotels Group
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– An international hotel company whose goal is to create Great
Hotels Guests Love, IHG encompasses seven hotel brands,
over 160 million stays per year, almost 620,000 rooms and more
than 4,150 hotels across nearly 100 countries
– IHG understands that people are at the heart of their business.
Their employees are the ones who make a difference, ensuring
their customers receive outstanding service and memorable
experiences
Hallmark Insights
– Hallmark Insights is a business incentive provider that
specializes in integrated recognition solutions. Our solutions
engage employees through the value of choice to achieve
corporate objectives, delivering measurable results to our clients
Challenge
Solution
Results
Insights
Q&A
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Challenge
Background
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Challenge
Background
• January 2007
• The perfect storm for change
– New IHG branding
• Updated to create a better umbrella for all IHG
brands with a more vibrant look
– New focus on employee as most valuable company
asset
• 5 Winning Ways developed
– New employee recognition solution provider
• Partnered with Hallmark Insights in 2007
– IHG overhauled their culture and mission
– Our objective - How do we become “Employer of Choice”?
• Employees and managers were asked for feedback on
existing program
– Program was being delivered inconsistently across company
– Reward offering wasn’t ideal for employees and managers
• Limited merchandise selection didn’t provide enough choice for
employees
• Cost to ship reward items was a budget buster for managers
– Administration of program not centralized
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Solution
Bravo! Program
Challenge
Recognition Strategy
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• More about 5 Winning Ways
IHG Commitment – IHG’s
promise to each employee
Pillars – 5 Winning Ways
– Developed using employee input based on doing the right thing
at work
– Global perspective - not just in US, but with input from global
employee base
– Employees doing the right thing
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The Deal –
– We give you room to be
yourself
– Room for you – employee is
rewarded for their contribution
• 5 Winning Ways
Do the right thing – keep promises and don’t let anyone down
Show we care – treat people as individuals
• Pay/benefits
• Recognize teams and
individuals
• Work/life balance
• Care about you
Aim higher – look for ways to improve
Celebrate difference – respect all cultures and learn from one another
Work better together – trust and support each other
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Solution
The Four Ds
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Solution
RPI Best Practices
Model for successful incentive programs for our clients
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Management Responsibility
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– Committed to program
objectives and administration
• Understand and
assess client
situation
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• Create
incentive
strategy
• Build and
test the
solution
• Identify behavior to
reward – connect to
corporate objectives
• Identify incentives that
will engage the entire
base
• Establish metrics for
success
• IT integration of online
solution and HRIS file
• Develop reward matrix
behind the award
wizard
Recognition Measurement
– Participation
– Engagement
– Budget
• Communication plan
• Ongoing
measurement of
program success
• Employee feedback –
formal and informal
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Launch announcements
Surveys
Newsletter
Orientation materials
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Events and Celebrations
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Program Change and
Flexibility
– Company outing
– Holiday celebrations
• On the spot
• Formal
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• New IHG branding
• IHG Commitment
• Employee feedback
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Recognition Strategy
– Established and documented
processes that promote all
levels of recognition:
• Launch and
measure
program
Communications plan
– Establish program scalability
processes to meet new goals of
the organization
Recognition Training
– On principles of recognition and
mechanisms for administration
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Solution
BRAVO! Program
Solution
Program Logistics
• Program Overview – BRAVO! program was redesigned on
Hallmark Insights’ IRIS™ platform to increase employee
engagement and participation an enterprise-wide recognition
program and connect it to the company’s “5 Winning Ways”
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– Log in page developed for employees and managers to order
awards on the IHG employee intranet
• Thanks! Ecard (non-monetary) – delivered to recipient or group via email
• BRAVO! Award (monetary) – delivered to recipient via paper, email or
print-to-desktop
– An award wizard determines appropriate award amount based on
the employee’s contribution or achievement
– Computers are available for employees who are not at desks to
redeem awards
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• Online and paper redemption offered
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HRIS file is updated every
two weeks
New employees are sent an
invitation to log in, set up
user name/password and
use the BRAVO! program
Log in page – email address
is used as User ID.
Employee is asked to
choose a password the first
time they enter the site
Select incentive – Thanks! or
BRAVO!
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Solution
Award Wizard
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Solution
Awards (Bravo!)
Questions based on the
nature of the action taken
and how they relate to “5
Winning Ways”
– Reports provide
managers feedback on
behaviors and level of
effort
Results suggestions based
on value placed on actions
and core values in decision
matrix
– Weighted by priority
– Can be fixed if setting
budgets
BRAVO! Award – includes personalization and unique
message of up to 500 characters
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Solution
Awards (eCards)
Solution
Redemption Home Page
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Thanks! eCard Selection
Award recipients are provided
this URL with their award
along with an Award Number
and the Award Value.
Recipients are able to redeem
their award online or using
mail-in redemption order form
Awards and redemption pages
can be delivered in Spanish for
bilingual employees
Thanks! eCard - Personalized
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Solution
Communication
Solution
Merchant Selection Page
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Recipients are able redeem
their BRAVO! Award for gift
cards to merchants
• A robust communication plan was put into place to
increase employee engagement with the program
• Materials include:
– Merchant selection
– Merchant information, store
location, terms & conditions
– Ordering quick start guide
– Communication bulletin with links to Bravo! program sent out
Tuesdays and Thursdays
– FAQ sheets
– Email blast to remind all users to register for the program and set
up login info
– Program information delivered in new employee and new
manager orientation
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Solution
Communication
Results
“Our BRAVO! employee recognition program is a fantastic, easy-to-use tool that
works. People love the recognition, monetary award and the redemption choices.
It’s use as an above and beyond reward works with all levels of the company.
The adoption of the BRAVO! program by top management is readily apparent
and encouraged. Not only are the winners sent a great award, they are
recognized again during department and company meetings.
It is an ongoing program that is flexible enough to use all year long for a wide
variety of reasons; whenever anyone goes above and beyond, creates a major
success story, to reward a favor…or a sacrifice of one’s time. Finally, just to say
‘Thank you’ for a job well done.”
Mike Fegley, VP Global Sales – Americas
FAQs
Quick start guides
Update your address to access BRAVO!
We’ve had great feedback on the new BRAVO! program - 532 unique users have signed up for the
program and over 100 Thanks eCards! and 60 BRAVO! Awards have been ordered. To use
BRAVO!, please remember that you must enter or update your email address in Merlin to reflect
@ihg.com…
Email invitation
to new
employees
“The Bravo program allows the InterContinental Hotels Cleveland to celebrate our
“Service Heroes”. The program itself provides a great foundation for
recognition and has bought value to “going the extra mile”. In these times of
economic downturn we rely heavily on the Bravo program as a means to reward
our colleagues for their extraordinary efforts and contribution to our Hotel. For me
personally, the Bravo program is a great motivator. I take pride in being able to
promote, support and become a recipient of this recognition program, because
being committed to great service…..Pays off!”
Florence Hunt, Director of Human Resources
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Insights
Results
• Key Learnings
• Awards given in 2008
increased significantly
• BRAVO! Award breakout
(increased use at every
level)
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Kudos: $10, $15 or $20
Hooray: $25
Applause: $50
Well Done: $100
Standing Ovation: $250
Encore: $500
– Payroll systems differ across the company
• Working with Hallmark Insights to improve this process
– Different payroll databases, payroll timing, currencies
– Making recognition 2nd nature in IHG culture, despite current
economy
• Employee of the Month
• Finding solutions for contractors
– Award that looks like Bravo!
– Refining reporting
• What’s next?
– Video introduction for new employees being developed for the
intranet
– Developing single sign-on capability
61.5% increase in awards
from 2007 to 2008
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Questions?
Thank you!
Marc Collins
InterContinental Hotels Group
[email protected]
770.604.2904
Lisa Oster
Hallmark Insights
612.672.8611
Sarah Petersen
Hallmark Insights
Sarah.Petersen@Hallmark Insights.com
612.664.8692
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