Maintaining Motivation for Maintaining Motivation for Outstanding Customer ServiceOutstanding Customer Service

Fiona Vasic – Human Resources Manager

Sheraton Towers Southgate

The next 20 minutes…The next 20 minutes… Visualization exercise

Basics of our Customer Care Program

Motivational Tools

Reward and Recognition

Performance Management

Satisfaction Measures

Benefits

Starwood CaresStarwood CaresOur Distinguished Service CultureOur Distinguished Service Culture

A powerful phrase that represents our

obsession to win our guest through genuine care and triumph over

our competitors.

Starwood CaresStarwood CaresOur Distinguished Service Our Distinguished Service

CultureCulture

Caring for Associates

Caring for Guests

Caring for the Business

The Service-Profit Chain

Associate Satisfaction

Guest Satisfaction

Revenue Growth

Caring for Associates Caring for Guests Caring for the Business

S - Smile and GreetT - Talk and listenA - Answer and AnticipateR - Resolve

Starwood Cares Phase Starwood Cares Phase One One

Caring for the BasicsCaring for the Basics

Care Shares Program

Blitzes

Quarterly Care Champions (Briefings)

Champion of the Year

Length of Service Program

‘Thank You’ Board

Letter from GM

Monthly GMs Lunch

Well Being Day

Christmas Party

Reward & RecognitionReward & Recognition

New Associate Training Profile

Certification

Ongoing Training

Annual Appraisal

Mentor Program

Manager’s Big Five

360 degree feedback

StarwoodOne Intranet Website

Performance ManagementPerformance Management

Guest Satisfaction Index (GSI)

Associate Satisfaction Index (ASI)

Pride

Company Culture

Employer of Choice

Satisfaction MeasuresSatisfaction Measures

Accommodation Discounts

F & B Discounts

Internal promotions/transfers

Multi-skilling

EBA – no casual labour

Corporate Medical Insurance Plan

BenefitsBenefits

Questions ?Questions ?