Balanced Scorecard 2019 - Roll out

BALANCED SCORECARD SHANGRI-LA 2019

February, 2019 SLIM Dubai

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TODAY’S OBJECTIVES:

BSC

Provide you with the most up to date information about Shangri-La’s Global Balanced Scorecard and how it related to our business performance.

Facilitate a conversation among the GSO Offices to brainstorm specific actions that you can follow in order to contribute to your hotels’ BSC achievement. .

Explain how the BSC relates to you, your role and the effects of your

performance in the overall achievement of the BSC>

PIONEERING NEW HORIZONS TOGETHER

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Why do we need a BSC?

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Reconfiguring: Old to New

Ensuring one Global Strategy.

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Why Balanced Scorecard?

The Balanced Scorecard is a strategic management tool that

• Enables us to assess health and performance from a holistic perspective across various dimensions, not just financials • Aligns the entire organization behind our key focus areas for the year • Guides everyone in the company from the C-Suite to regional leaders to our front-line staff • Encourages collaboration and personal accountability as it rewards teamwork as well as individual performance • Offers transparency and tracks performance using focus areas that can be measured, quantified, benchmarked, and aggregated • Reduces subjectivity , ensures a fair, accurate and consistent evaluation of hotels and colleagues’ contributions and performance • Signals our commitment to building high performing, collaborative teams that drive business results • The performance of our hotels propels the performance of our regions and HQ, and vice versa – “all for one and one for all”

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2019 Shangri-La Group. All Rights Reserved.

2018 BSC Results by Region

2018 BSC score Max. 114

Our Financials

Our People

Our Guests

Our Initiatives

Our Compliance

Our Community

Region

F&B OP

PDR, CLP

Rate Parity

Security, Food, Cyber

Food Waste

GOR GOP

LC

TrustYou E-Direct

CSR

9.4 9.3 8.6 10.0 10.0

19.7

5.7

5.4

8.9

4.9 5.4 97.3

E China

9.6 9.3 8.3 10.0 10.0

19.9

4.8

5.3

8.3

4.9 5.6 96.0

S China

9.7 9.5 9.0 10.0 10.0

20.2

4.8

4.4

9.3

3.8 5.1 95.7

SEA

9.9 9.9 8.8 10.0 10.0

20.4

0.0

5.3

9.3

5.2 5.3 94.2

N China

9.9 10.1 8.2 10.0 10.0

18.9

4.7

5.0

8.3

3.9 4.9 93.8

NAPP

19.9

0.0

4.4

8.4

1.4 4.9 84.6

ME&IO 9.2 8.2 8.2 10.0 10.0

9.4 0.0 0.0 10.0 10.0

20.0

0.0

0.0

5.0

0.0 4.1 58.5

EU&NA

9.7 9.5 8.4 10.0 10.0

19.9

4.6

4.9

8.2

3.4 5.1 93.6

Group

Source: Company analysis.

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2019 Shangri-La Group. All Rights Reserved.

2018 BSC Results Hotel Distribution*

2018 BSC Final Score

Number of Hotels

≥ 100

15

90 - 99

45

80 - 89

16

70 - 79

11

60 - 69

10

50 - 59

3

Total

100

*Exclude SLBO (non-operational for part of 2018), it scored 53.1 out of 60 in Q1 2018.

Source: Company analysis.

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2019 Shangri-La Group. All Rights Reserved.

What makes our BSC?

BSC Principles

• Simplification of pillars • Included new items to reflect strategies

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2019 BSC for Hotels (4 Key Categories)

Our Community 10%

Our Business 40%

Our Guests 30%

Our People 20%

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2019 Shangri-La Group. All Rights Reserved.

No change Weighting change New proposal

Hotel BSC Comparison (2019 vs. 2018)

2019

2018

Hotel GOR (10%)

Hotel GOR (10%)

Hotel EBITDA (10%)

Hotel GOP (10%)

Our Financials (30%)

Hotel F&B Outlet Profit (5%)

Hotel F&B Outlet Profit (10%)

Our Business (40%)

Forecast Accuracy of EBITDA (5%) Drive E-direct (5%)

Drive E-direct (5%)

Our Initiatives (10%)

Market Share (5%)

Rate Parity (5%)

Shangri-La Academy (5%)

Leadership Competencies (10%)

Core Learning Program (5%)

Core Learning Program (5%)

Our People (20%)

Our People (20%)

Succession Planning (5%)

Talent Management (5%)

Employee Experience (5%)

TrustYou CompIndex (15%)

TrustYou CompIndex (20%)

Our Guests (20%)

TrustYou Post Stay Survey Key Driver (5%) Security (2.5%)

Security (4%)

Our Guests (30%)

Food Safety (2.5%)

Food Safety (3%)

Our Compliance (10%)

Fire Life Safety (2.5%)

Cyber Security (3%)

Engineering Preventive Maintenance (2.5%)

Food Waste (5%)

Food Waste (5%)

Our Community (10%)

Our Community (10%)

Volunteerism (5%)

Overall CSR (5%)

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2019 Shangri-La Group. All Rights Reserved.

BSC 2019

New / tweaked

2019 BSC Metrics

Hotel GOR (10%)

Simplification of pillars

EBITDA (10%)

Included new items to reflect strategies

F&B Outlet Profit (5%)

Our Business (40%)

Forecast Accuracy of EBITDA (5%)

Drive E-direct (5%)

Market Share (5%)

Implementation of Shangri-La Academy (5%)

Core Learning Program (5%)

Our People (20%)

Succession Planning (5%)

Employee Experience (5%)

TrustYou CompIndex (15%)

TrustYou Post Stay Survey (5%)

Security (2.5%)

Our Guests (30%)

Food Safety (2.5%)

Fire Life Safety (2.5%)

Engineering Preventive Maintenance (2.5%)

Food Waste (5%)

Our Community (10%)

Volunteerism (5%)

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BSC 2019

New / tweaked

Simplification of pillars

Included new items to reflect strategies

2019 BSC Metrics

Hotel GOR (10%)

EBITDA (10%)

F&B Outlet Profit (5%)

Our Business (40%)

Forecast Accuracy of EBITDA (5%)

Drive E-direct (5%)

Market Share (5%)

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BSC 2019

New / tweaked

Simplification of pillars

Included new items to reflect strategies

2019 BSC Metrics

Implementation of Shangri-La Academy (5%)

Core Learning Program (5%)

Our People (20%)

Succession Planning (5%)

Employee Experience (5%)

16

BSC 2019

New / tweaked

Simplification of pillars

Included new items to reflect strategies

2019 BSC Metrics

TrustYou CompIndex (15%)

TrustYou Post Stay Survey (5%)

Security (2.5%)

Our Guests (30%)

Food Safety (2.5%)

Fire Life Safety (2.5%)

Engineering Preventive Maintenance (2.5%)

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BSC 2019

New / tweaked

Simplification of pillars

Included new items to reflect strategies

2019 BSC Metrics

Food Waste (5%)

Our Community (10%)

Volunteerism (5%)

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BSC 2019

What can we do to contribute to the hotels’ achievement of the BSC?

2019 BSC Metrics

• Strive to acquire the most profitable business for the hotels. - Depends on strategies - Depends on hotels expectations • Drive GC membership to drive F&B / E-Direct • Hotel goals and GSO goals aligned: directional effect • Ensure to revise dashboard (monthly performance monitoring) to inform decisions

Hotel GOR (10%) EBITDA (10%) F&B Outlet Profit (5%) Forecast Accuracy of EBITDA (5%)

Our Business (40%)

Drive E-direct (5%) Market Share (5%)

Implementation of Shangri-La Academy (5%) Core Learning Program (5%)

Our People (20%)

Succession Planning (5%) Employee Experience (5%)

THESE ARE IDEAS OFFERED BY THE PARTICIPANTS IN THE VIRTUAL MEETING.

TrustYou CompIndex (15%) TrustYou Post Stay Survey (5%) Security (2.5%) Food Safety (2.5%) Fire Life Safety (2.5%) Engineering Preventive Maintenance (2.5%)

Our Guests (30%)

Food Waste (5%) Volunteerism (5%)

Our Community (10%)

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HUMAN RESOURCES

RBM, MEIIO & EUNA

EMPLOYEE EXPERIENCE PROGRAM

Balanced Scorecard 2019

People Targets (20%)

Implementation of Shangri-La Academy (5%)

Core Learning Programs (5%)

Talent Review & Succession Planning (5%)

Employee Experience (5%)

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23

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Balanced Scorecard 2019

People Targets (20%)

Implementation of Shangri-La Academy (5%)

Core Learning Programs (5%)

Talent Review & Succession Planning (5%)

Employee Experience (5%)

25

Shangri-La Academy

Shangri-La Academy Re-branding

One Shangri-La Approach - from Training to Learning

Vision

To be the trusted business partner that creates value to the organization through transformational learning for everyone

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Shangri-La Academy Overview

Leading Organizations

Leading Leaders

Leading Multiple Teams

Leading Teams

Leading Self

L E A R N I N G M A N A G E M E N T S Y S T E M

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What is Shangri-La Academy?

An evolution of centralized learning.

ACADEMY VIRTUAL PLATFORM

ACADEMY SPACE

ACADEMY COLLATERALS

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Balanced Scorecard 2019

People Targets (20%)

Core Learning Programs (5%)

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2. Our People (20%) 2.1 Core Learning Programs (5%)

Rationale To drive consistent standards and enhance safety culture, all eligible colleagues are to complete and pass the core learning programs (Code of Conduct, Hotel Security, “FLS”, “InfoSec”, “SFSMS”).

Guiding principles

Definitions Core Learning Programs that all applicable employees are expected to complete and pass:

• To encourage colleagues to fully participate in our core learning, creating a culture of learning and fulfilling our statutory requirements. • Audits of hotels on this topic will be conducted during HR partner’s visits and internal audit assessment; hence, maintenance of proper records is necessary

Core learning program

Applicable* to

a) Code of Conduct

All employees

b) Hotel Security

All employees

c) Fire Life Safety (“FLS”)

All employees

d) Information Security Training (“InfoSec”)

All employees

e) Shangri-La Food Safety Management System Basics (“SFSMS”)

All food handlers

*Applicable to employees joined on or before 1 October 2019

Scoring mechanism

Measurement

• For a hotel to score points in this metric: o All applicable employees must complete (minimum CLP completion rate of 100%) and pass the learning programs o Any achievement below 100% will result in no score

• CLP completion rate = Number of applicable FTEs that have completed ALL core training programs ÷ total number of applicable FTEs in the hotel • Pass results for the respective programs will be based on the stipulated percentage as communicated by Shangri-La Academy

CLP completion final data will be collected on 31 Oct 2019. Area director of learning & development will be collecting learning completion data and pass results from hotel training manager.

CLP completion with pass results

Score

Below 100%

0

100%

5

31

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Shangri-La Academy Virtual Learning Platform

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Essential

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Leadership

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Functional

Identify Function’s Key Priority

Curriculum Design

Propose Program Outline

Content Development

Beverage

Culinary

F&B

Chinese Operations

Hygiene & Sanitization

Service

Fire & Life Safety Operations Maintenance Concierge Front Office Housekeeping Laundry

Rooms

Engineering

System Tactical

Sales

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Shangri-La Academy Online Roll-out Plan

Concluded Pilot Jun 2019

Grand Launching July 2019

Pilot Launch Jan 7, 2019

Pre-Pilot Nov - Dec 2018

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PIONEERING NEW HORIZONS TOGETHER

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BALANCED SCORECARD SHANGRI-LA 2019

February, 2019 SLIM Dubai

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