MEIA L&D Huddle- Feb 26th 2020

MEIA L&D Huddle

February -26-2020

1

CHECK IN

PIXEL VISION

www.floraladdress.com

2

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!

3

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!

4

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..

5

2020 BSC

DEEP DIVES

LEARNING METRICS

6

MEIA BSC 2020 Overview

Which KPIs can we directly impact in our L&D roles?

7

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

8

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

9

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

10

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

11

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

12

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

Passing score of initial audit

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

13

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.

14

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

15

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

16

LQA e-learning videos

17

Learners journey : LQA E-Learning Modules

1. Watch video

4. Track scores

3. Achieve 100% Score

2. Complete Quiz

18

19

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

20

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

21

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

22

Recently launched functional courses

23

Recently launched functional courses

24

020 Learning Circles

Monthly sessions

2 sessions-11am & 7pm Dubai time

LEADERSHIP

Everyone is expected to attend one of the sessions

25

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

26

MEIA L&D Huddle

February -26-2020

27

Page 1 Page 2 Page 3 Page 4 Page 5 Page 6 Page 7 Page 8 Page 9 Page 10 Page 11 Page 12 Page 13 Page 14 Page 15 Page 16 Page 17 Page 18 Page 19 Page 20 Page 21 Page 22 Page 23 Page 24 Page 25 Page 26 Page 27

Made with FlippingBook - Online magazine maker