How to Put Employees First to Win Customers
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Hear from top-tier employers like MGM Resorts International that are committed to engaging employees to achieve higher levels of customer satisfaction and business success.
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How to Put Employees First to Win Customers
- 1. How to Put Employees First to Win Customers Join the Conversation #A_Chat Presented by: Christopher Henry VP of Talent and Org. Development Cheryl Kerrigan VP of Employee Success
- 2. #A_CHAT Join the conversation Join the Conversation #A_Chat
- 3. Join the Conversation #A_Chat
- 4. Join the Conversation #A_Chat What’s the buzz about employment engagement? • Disengagement costs the U.S. economy $550 billion annually1 • 70 percent of American workers are disengaged2 • Happy employees have 31 percent higher productivity, 37 percent higher sales, and 3 times higher creativity3 Top employers improve engagement because: 1. State of the American Workplace: Employee Engagement Insights for U.S. Business Leaders. Gallup. 2012. Web. 20 Jun 2013 2. State of the American Workplace: Employee Engagement Insights for U.S. Business Leaders. Gallup. 2012. Web. 20 Jun 2013 3. Achor, Shawn. “Positive Intelligence: Three ways individuals can cultivate their own sense of well-being and set themselves up to succeed.” Harvard Business Review Jan-Feb 2012: 102. Print. 8 Apr 2013
- 5. Join the Conversation #A_Chat
- 8. To move the needle on Employee Engagement, we (MGM Resorts) need to invest in the development of our People and Culture!
- 9. EIGHT DIMENSIONSOF ENGAGEMENT Leadership Communications Culture Recognition & Rewards Growth & Development Performance Management Vision & Values Corporate Social Responsibility
- 10. LEADERSHIP A culture of “We.” Engage, Invest, Inspire Teamwork, Integrity, Excellence Drive behavior through role- modeling and coaching
- 11. COMMUNICATION Effective communication and 2-way feedback Surveys- “YOU SAID IT WE DID IT!” Site-specific communications teams Corporate internal communications group Support Systems HRIS solution (Workday) Shared Services (Insider HR Access) HR transformation website
- 12. CULTURE One Company Culture Unified vision, mission, and core values Work/life balance (PTO/FTO) On-site childcare and kindergarten facility Company/partner discounts Recognition programs
- 13. RECOGNITION&REWARDS Real-time Feedback (Workday) Site-specific rewards programs (Bay Bucks) Employee of the Month/Year program Property Division Department
- 14. PROFESSIONALGROWTH & DEVELOPMENT Tuition assistance/discounts University of Phoenix Capella University Corporate Mentoring Program Core leadership competencies
- 15. PROFESSIONALGROWTHAND DEVELOPMENT(cont’d) Internal Professional Development Essentials of Management (Hotel, Housekeeping, Front Desk) Aspire Summit to Excellence Computer Certification Program (CCP) Custom E-Learnings Leadership Institute Learning Leaders External Development Programs Hospitality Internship Program (HIP) Management Associate Program (MAP) Culinary Associates Program (CAP) Youth Internship Program (YIP) Boots to Business
- 16. PERFORMANCE MANAGEMENT &ACCOUNTABILITY Organizational Development Department Surveys Key Performance Indicators Analysis of website reviews and ratings Leadership Growth Plans (LGPs) Performance Management Annual goals Succession planning Talent Profiles (Workday)
- 17. VISION&VALUES Mission, Vision, Values Enculturation program (N.O.W.) Corporate Diversity department Inspiring Our World Site-specific orientations
- 18. CORPORATESOCIALRESPONSIBILITY 3 major initiatives of our social responsibility: Diversity and Inclusion, Philanthropy and Community, and Environmental Sustainability Investment in local communities Diversity Initiative Green Advantage 5 Focus Areas Energy and Water Conservation Green Building Recycling and Waste Management Sustainable Supply Chain Outreach and Education
- 20. ACHIEVERS50MOST ENGAGEDWORKPLACES™ AWARD MGM selected as a winner and received Elite 8 status in the Vision & Values category
- 21. Increase the ROI of your engaged workplace Join the Conversation #A_Chat • Elevate your employer brand • Continue to increase engagement and retention • Celebrate your employees • Positively impact your client and vendor relations Application deadline: October 24, 2014 www.achievers.com/engaged
- 22. @achievers facebook.com/achieverscommunity linkedin.com/company/achievers google.com/+Achievers achievers.com/subscribe slideshare.net/Achievers twitter.com/MGMResortsIntl Connect with us Join the Conversation #A_Chat facebook.com/mgmresorts linkedin.com/company/1075291
- 23. Questions? Join the Conversation #A_Chat Christopher Henry VP of Talent and Org. Development Cheryl Kerrigan VP of Employee Success