The IHG Employee Survey - IHG Owners Association

July 2013
The IHG Employee Survey
Contents
1. Why engaging your team matters
2. An introduction to the IHG Employee survey programme:
a) The GM’s experience
b) The employee’s experience
3. Summary and survey support
4. Survey timelines
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1. IHG’s definition of employee engagement
The emotional and rational connections employees make to the
hotel, which benefits through better performance
I’m proud
I’m a huge fan
I’ll pitch in to help
I’m happy to be here
My job makes a contribution
= I really want to be here!
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1. Employee engagement is associated with better performance
“Data shows employee engagement has a
statistically significant impact on key indicators
of hotel performance including RevPAR, Occupancy,
Guest Satisfaction, MPI, and RGI.”
2012, IHG Review of Hotel performance
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1. Understanding your people impacts your hotel’s performance
Our research* shows that each five point increase in employee
engagement is associated with:
• An increase of up to $0.70 in RevPAR. In a 200 bed hotel,
that could be up to $50,000 additional RevPAR each year
• An increase in occupancy of up to 1% point
Hotels with highly engaged
employees typically yield
7% higher GOP:
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*Based on results with the IHG managed estate since 2007
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2a. The General Manager’s experience - overview
2
3
Run the
Engagement
survey
Act
• Invite employees
• Encourage participation
• Understand the feedback
• Discuss with your team
• Create action plans
• Monitor responses
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2a. General Manager’s experience: Run the survey
1. Tell us who to invite
We’ll ask you to provide details of all
permanent employees who should be
invited to take the survey.
2. Distribute invites and build anticipation
TNS will create individual invites for each employee ,
which you can download from the survey site and
distribute.
There’ll also be a poster, and a presentation deck to
introduce the survey to your team
3. Monitor participation
During the survey, you can track how many
people have responded, and how many are
outstanding
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2a. General Manager’s experience: Act on feedback
Reports:
Full reports are produced for hotels/
teams where 7 or more people take
the survey:
• include benchmark data to other
hotels in the brand and by region
• identify key drivers of engagement
• identify improvement
opportunities
Summary reports provided for those
with fewer respondents
Presentation:
to share results with your
team and discuss findings
Action planning tools:
Acting on the feedback is the most
important aspect of running the
survey. You will be provided with:
• Action planning guide
• Resources to identify
improvement opportunities
• Template for writing up your
actions
• Webex events
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2b. The employee experience overview
1
2
3
Receive Survey
announcement
and Invitation
Take the online
Engagement
survey
Review results
and plan
actions
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2b. The employee experience: Receive survey information
Employees receive notice of the upcoming survey with posters, the introduction
presentation, and a personalized invitation.
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2b. The employee experience: Take the survey
Employees take the survey online. There
are multiple language options available.
Each employee’s unique password ensures
confidentiality.
The survey covers the connections people
have at work:
Engagement
Values
Environment
Leaders
Colleagues
The survey takes just 10 minutes
to complete.
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2b. The employee experience: Review results and plan actions
Results are shared with employees using a results poster and presentation
Managers are encouraged to involve employees in deciding what actions are
needed, and in driving the actions forward
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3. Summary: Benefits of using the IHG employee survey
• Concise online survey
• Multiple language options available, so people can take the survey in their
native tongue
• Complete confidentiality guaranteed:
• nobody will see an individual’s responses
• nobody at IHG will see an individual hotel’s results
• Reporting is tailored to each hotel, including indicators of what drives
engagement for your team
• Support and resources available at every step of the way, to help you
manage the survey, communicate with your team, and action plan
effectively
• Online and phone support to keep the programme on track
• Owner updates
• Cost-effective: $7 per invited employee
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3. What GMs tell us about the survey
The biggest benefit of participating in the survey was
being able to understand my teams better. Areas that
may have been overlooked are now clearly highlighted
through the reports and I am sure to give my team the
best experience.
68%
are certain or very
likely to take the
survey again
83%
say the results
help them
focus actions
Even if you do your own internal surveys as we do, this
survey was clearly "independent" and the associates felt
open to answer honestly. It removed any doubt that an
associate might have that their less than positive comments
might somehow put them in a negative light with their
manager. I truly believe we received the most open and
honest feedback of all of the surveys we do.
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3. Survey support
Updated throughout
the survey
programme to guide
you about what to do
at every stage
 Administration
 Reporting
 Action Planning
 Best Practices
esurvey@tnsglobal.com
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4. Timelines
By 22 August
By 20 September
Hotels register to participate
Tell us who to invite
From 17 September
Put up posters and build
anticipation
From 30 September
Distribute invitations
2 - 22 October
5 November
November - December
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Employees take the survey
Receive reports
Create action plans
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4. Registering for the survey
Register by 22 August 2013 at
www.ihgtns.com
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