Personalizing the employee experience: How Wyndham International is transforming its culture to enrich lives by Stephen Heise.

Presentation on theme: "Personalizing the employee experience: How Wyndham International is transforming its culture to enrich lives by Stephen Heise."— Presentation transcript:

1 Personalizing the employee experience: How Wyndham International is transforming its culture to enrich lives by Stephen Heise

2 Wyndham International 은
텍사스 달라스에 본사를 둔 호텔 체인 Mission: Our underlying mission for our guests is constant: to enrich lifestyles through superior hospitality experiences

3 윈드햄 인터내셔널의 전략은 각 고객의 요구에 맞춤형 서비스를 제공
Each hotel has a dedicated ByRequest Manager

4 윈드햄 인터내셔널의 전략은 Developed Member Profiles: Airline miles: 11 partners
Reading preferences Sport preferences Music preferences Credit card info

5 윈드햄 인터내셔널의 전략은 Individual Member Profile:
• Room - Smoking or Non-Smoking • Bed type – Double, King • Pillow type – 딱딱한 것, 푹신한 것 • Room location – low, high • Newspaper choice • Extra items: Coffee, towels, pillows, etc. • Snack preference • Beverage preference

6 윈드햄 인터내셔널의 전략은 Wyndham ByRequest Standards:
Free high-speed Internet access Free Communication Costs – Free local calls – Free domestic long distance calls – Free toll-free calls – Free domestic faxing – Free copies

7 윈드햄 인터내셔널의 전략은 ByRequest Standards: • Personalized welcome note
• Late check-out, upon request – 2pm late check-out. • Departure: – How was stay? – Assistance with transportation?

8 윈드햄 인터내셔널의 전략은 “We…Listen to women and respond to their needs” 우리는 여성 고객의 소리와 요구에 항상 귀 기울이고 있습니다 18 women on their advisory board

9 윈드햄 인터내셔널의 전략은 USA TODAY - “윈드햄은 advisory council의 제안에 따라 룸 서비스 5분 전에 미리 방으로 연락한다” NYU/Wyndham Research of 400 women business travelers/200 men: – 48% 의 여성 vs. 24% 의 남성이 혼자 여행할 때 룸 서비스를 이용한다

10 윈드햄 인터내셔널의 전략은 Fitness ByRequest:
In Room Exercise: Video – “운동화가 없으세요? 문제 없습니다!” Equipment Mats

11 전략실행을 위한 윈드햄의 HR practice
입사원서: WHAT’S YOUR REQUEST? Position: Salary: Schedule: 􀀀 On-Call 􀀀 Part-Time 􀀀 Full-Time

12 전략실행을 위한 윈드햄의 HR practice
입사원서: 호텔업이라는 사업의 성격 때문에 우리의 서비스는 쉬지 않습니다만, 귀하가 원하시는 시간에 일을 할 수 있도록 고려하겠습니다

13 전략실행을 위한 윈드햄의 HR practice
입사원서: 귀하에 대해 자세히 서술해 주세요 무슨 이름으로 불리우길 바라세요? 우리가 귀하에게 연락할 때 이메일이 좋으세요, 아니면 핸드폰? Please note any training/skills/certifications/ Equipment knowledge you feel would be helpful in our evaluation of your application

14 전략실행을 위한 윈드햄의 HR practice
입사원서: Profile: Pet (s) Names: I am most proud of: I prefer to receive communication via: My address is: I prefer to receive communication in: English Spanish Other:

15 전략실행을 위한 윈드햄의 HR practice
귀하의 good performance에 어떻게 감사를 표시할까요? Personal notes Movie Tickets Food Flowers Parking Spa Treatments Sports Tickets Projects Gas Card Training

16 전략실행을 위한 윈드햄의 HR practice
멘토링 Creating Mentor-mentee Connections, uses a web-based tool called Open Mentoring™ It guides the mentee through assessing needs, finding a suitable mentor

17 전략실행을 위한 윈드햄의 HR practice
멘토링 Creating Mentor-mentee Connections, uses a web-based tool called Open Mentoring™ It guides the mentee through assessing needs, finding a suitable mentor 209 Mentors, 94 mentees

18 전략실행을 위한 윈드햄의 HR practice
입사 후 Training: 각 신입사원에겐 “Buddy” 하나씩 붙는다 식사도 같이 하고 신입교육 받는 것과 새로운 환경에 적응하도록 도우며 다른 직원들에게 소개시킨다 (Wyndham Buttes Resort – Phoenix, AZ)

19 전략실행을 위한 윈드햄의 HR practice
ByRequest: • Free pair of Shoes for Crews - promoted safety shoes, 60% selected. • $20 Target Gift Card - 32% selected • $20 Metro Voucher (commuter rail) -awareness of pre-tax transportation options, 6% selected • Free Lunch for one month – employee meal program, 2% selected (Wyndham Washington, D.C.)