MEIA L&D Huddle
February -26-2020
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CHECK IN
PIXEL VISION
www.floraladdress.com
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TOGETHER WE WILL EXPLORE...
BSC 2020 PROJECTS
LC FRAMEWORK
UPDATE ON RBM
SHANGRI-LA ACADEMY ONLINE FUNCTIONAL LEARNING
2020 BSC DEEP DIVE
WUHAN JIA YOU!
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VR TODAY.. MEI RBM Date postponed, location will remain at SLIB
Today tech
Some information will be shared virtually
Virtual huddles will be hosted to collaborate on key items
THANK YOU SLIB TEAM!
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Activity No. 1: 5 minutes. My thoughts on service.. Lots of heartfelt messages to our Wuhan and china properties Message from Chairman and CEO : share on digital boards With a partner, discuss what is an exceptional service experience for you is? Shangri-La Academy Online courses- Virus Spread Protection We will share our thoughts together. Together we can..
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2020 BSC
DEEP DIVES
LEARNING METRICS
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MEIA BSC 2020 Overview
Which KPIs can we directly impact in our L&D roles?
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Support by facilitating learning
Understand how success is defined
BUSINESS PARTNERS CREATING VALUE IN THE ORGANIZATION
Lead by providing impactful solutions
Ability to further explain
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BSC Learning Related Metrics
OUR BUSINESS
How we can lead success:
Key Metrics
Measurements:
1. Collaborating with subject matter experts to further develop functional learning programs. (ex. Upselling for F&B, Forecasting etc
Revenue EBITDA Forecasting F&B Profit RGI
Budget VS Actual YOY Growth Meeting Targets
2. Understanding of key financial terms within all levels of colleagues
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BSC Learning Related Metrics
OUR PEOPLE
How we can lead success:
Key Metrics
Measurements:
1. Recommendations for learning
Succession planning
IDPs
programs based on identified areas of opportunity
Success roll up of BPV average score of first try attempt on test
BPV and Shared Values
2. Facilitate other learning resources (Ted Talks, Books, Podcasts etc )
3. Effective Coaching and Counselling
4. Facilitation of BPV learning programs rolled out by HQ
5. Socialization of BPV within hotel
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BSC Learning Related Metrics Our People
OUR PEOPLE
How we can lead success:
Key Metrics
Measurements:
1. Scheduling and tracking of learning -One Hotel Essential learning focus at a time -Daily department completion rates
Core Learning Programs 1. Security 2.
Must pass with 100% score
Fire Life Safety
Based on average of all employees score in first try
3. 4.
Engineering Food Safety
2. Host Sessions in SL Academy room providing support to colleagues
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BSC Learning Related Metrics
OUR COMMUNITY
Measurements:
How we can lead success:
Key Metrics
50% of headcount, 4 hours per colleague
1. Internal Promotions of CSR activities
Total hotel volunteerism hours
2. Assist with the planning of events
Upload evidence of pre and post event criteria
4 CSR Activities to be hosted at hotel premises 2 CSR Activities to involve guest participation
Postings of photos and articles on Group Sustainability Blog/Yammer and other internal communications channels
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BSC Learning Related Metrics
OUR GUESTS
Key Metrics
How we can lead success:
Measurements:
TrustYou ▪
1. Obtain deeper insights on guest
Individual hotel targets based on LY performance
Compset Index (online reviews) Problem Handling
feedback to further identify learning needs and deliver solutions
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Passing score of initial audit
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Top Box OSE (post-stay)
2. Monitor monthly performance
Upload of corrective action plans for non—compliance items
3. TY understanding amongst all colleagues
Compliance Audits ▪ FLS ▪ SFS ▪ Security ▪ Engineering
4. Training Documentation –lets aim for paperless
5. Ensure functional heads are on track with training
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What does the data tell us?
Do you experience a problem?
How was it handled?
Overall Experience
Would you recommend us?
EUNA For all guests who rated OSE between 20-60, 70% of them also said they experienced a problem during their stay. Of those, 87% rated problem handling satisfaction 20-60%. 86% of those guests were detractors with an NPS score of 6 or lower.
MEIIO For all guests who rated OSE between 20-60 , 67% were GC members and of those, 70% wrote a comment about their experience.
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BSC Learning Related Metrics
MEIA Goals
Measurements:
Key Metrics
How we can lead success:
Achieve 80% pass score on first audit *HJMD and THAD Based on the average of the following sections only: Front Office, Housekeeping, F&B, Others, Product: Public Areas and Fitness Facilities Complete self audits on I-Auditor or LQA Self-Audit platform
Brand Compliance measured by LQA
1. LQA E-learning modules
2. Integration of service standards learning in on boarding
Complete a minimum of 6 self audits by Nov 30 th
3. Departmental Trainers
4. On the job standards learning
1. Learning session on how to conduct an internal service audit
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LQA score
The comprehensive LQA report consists of 800 standards. These standards are revised every 3 years at their international leader's forum where 24 brands are represented, sharing insights on trends to ensure LQA benchmark standards always reflect the best of luxury hospitality.
55%
EMOTIONAL INTELLIGENCE 25%
20%
SERVICE
PRODUCT
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LQA e-learning videos
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Learners journey : LQA E-Learning Modules
1. Watch video
4. Track scores
3. Achieve 100% Score
2. Complete Quiz
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IAuditor Internal Service Audit App
IAuditor is an inspection app, combined with the web platform, It provides visibility and insights to help raise quality standards across the organization. Teams can collect consistent data, standardize operations, send reports, identify failed areas and get problems resolved.
EOD and Sales Inspections
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IAuditor Internal Service Audit App
Audit reports can be shared immediately with heads of departments
Performance improvement and coaching tool
View performance and trends on desktop platform providing real-time analytics
Identity top missed standards in your department and track month to month progress
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L&D Projects Team
2020 BSC ROLL OUT -Monthly scores display guidelines -BSC video -KPI soundbites
DEPT INDUCTION TRAINING Standardization of onboarding- functional focus
STANDARDS LEARNING TOOLKIT -E-learning Course -On the job activities
LEADERSHIP RESOURCES CATALOGUE Curated resources to provide to leaders
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Recently launched functional courses
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Recently launched functional courses
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020 Learning Circles
Monthly sessions
2 sessions-11am & 7pm Dubai time
LEADERSHIP
Everyone is expected to attend one of the sessions
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KEY TAKE AWAYS…
Focus on demonstrating how we as L&D professionals can support and impact the business success in all dimensions
Outlined Regional L&D projects that can support this in 2020
Proudly represent the Shangri-La Academy brand through designing and socialization of new programs—ENGAGE
Our continued self development through Learning Circles
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MEIA L&D Huddle
February -26-2020
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