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![116"MARRIOTT VACATIONS WORLDWIDE CONFIDENTIAL AND PROPRIETARY INFORMATION.
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ENGAGE2015: Reaching a Dispersed Workforce - Jenny Lovely, Marriot Vacations Worldwide
Marriott Vacations Worldwide, established as a public company in 2011, focuses on vacation ownership experiences and manages over 60 resorts with more than 415,000 owners and members. The document outlines the company's mission to deliver memorable vacation experiences while also addressing challenges in communicating with a dispersed workforce, such as access issues and language barriers. Additionally, it emphasizes resources available for managers and highlights the importance of effective communication strategies to engage associates.
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ENGAGE2015: Reaching a Dispersed Workforce - Jenny Lovely, Marriot Vacations Worldwide
- 1. © Copyright 2015,Marriott Vacations Worldwide Corporation. All rights reserved. MARRIOTT VACATIONS WORLDWIDE CONFIDENTIAL AND PROPRIETARY INFORMATION. The contents of this material are confidential and proprietary to Marriott Vacations Worldwide Corporation and may not be reproduced, disclosed, distributed or used without the express permission of an authorized representative of Marriott Vacations Worldwide. Any other use is expressly prohibited. Reaching a Dispersed Workforce Engage2015 Jenny Lovely Director, Internal CommunicaHons MarrioT VacaHons Worldwide
- 2. 103"MARRIOTT VACATIONS WORLDWIDECONFIDENTIAL AND PROPRIETARY INFORMATION. Who/What is MarrioJ Vaca>ons Worldwide? • MarrioT VacaHons Worldwide CorporaHon (NYSE: VAC) is the leading global pure-‐play vacaHon ownership company. • Through a spin-‐off in late 2011, MarrioT VacaHons Worldwide was established as an independent, public company focusing primarily on vacaHon ownership experiences. • The company preserves high standards of excellence in serving its customers, investors and associates while maintaining a long-‐term relaHonship with MarrioT InternaHonal, Inc. • MarrioT VacaHons Worldwide offers a diverse poreolio of quality products, programs and management experHse with more than 60 resorts and more than 415,000 Owners and Members. • The company celebrated its 30th Anniversary in 2014. • Our brands include: MarrioT VacaHon Club, The Ritz-‐Carlton DesHnaHon Club and Grand Residences by MarrioT.
- 3. 104"MARRIOTT VACATIONS WORLDWIDECONFIDENTIAL AND PROPRIETARY INFORMATION. Our Brands
- 4. 105"MARRIOTT VACATIONS WORLDWIDECONFIDENTIAL AND PROPRIETARY INFORMATION. What do we do? § Sell vacaHon ownership products, § Manage resorts and provide services for Owners and Members, § Finance consumer purchases of vacaHon ownership products, § Rent vacaHon ownership inventory. MVW Mission Statement: Deliver UnforgeTable Experiences That Make VacaHon Dreams Come True!
- 5. 106"MARRIOTT VACATIONS WORLDWIDECONFIDENTIAL AND PROPRIETARY INFORMATION. Industry Leading 0 5,000 10,000 15,000 20,000 25,000 Number of units Luxury Upper Upscale Upscale Upper Midscal e Number of units 0 5,000 10,000 15,000 20,000 Source: Company filings and Vacation Ownership World Magazine, April 2011." 25,000
- 6. 107"MARRIOTT VACATIONS WORLDWIDECONFIDENTIAL AND PROPRIETARY INFORMATION. Associate Demographics 30% do not have access to computers
- 7. 108"MARRIOTT VACATIONS WORLDWIDECONFIDENTIAL AND PROPRIETARY INFORMATION. Poll How many of you have a similar challenge of communica>ng to employees not in front of the computer? • Yes • No
- 8. 109"MARRIOTT VACATIONS WORLDWIDECONFIDENTIAL AND PROPRIETARY INFORMATION. Challenges Dispersed Associates • Access • Limited resources • CompeHng prioriHes • Language barrier • Limited opportuniHes to receive informaHon MarrioT’s Ko Olina Beach Club
- 9. 110"MARRIOTT VACATIONS WORLDWIDECONFIDENTIAL AND PROPRIETARY INFORMATION. Challenges Dispersed Managers/Supervisors • CompeHng prioriHes • NavigaHon of informaHon • Comprehension of material • Inconsistent delivery • PotenHally limited communicaHons skills MarrioT’s Ko Olina Beach Club
- 10. 111"MARRIOTT VACATIONS WORLDWIDECONFIDENTIAL AND PROPRIETARY INFORMATION. Reaching the Hard-‐to-‐Reach “CommunicaHons Infrastructure”
- 11. 112"MARRIOTT VACATIONS WORLDWIDECONFIDENTIAL AND PROPRIETARY INFORMATION. Why? CommunicaHons Infrastructure Who? When? What? Where? How?
- 12. 113"MARRIOTT VACATIONS WORLDWIDECONFIDENTIAL AND PROPRIETARY INFORMATION. CommunicaHons Infrastructure Who? When? What? Where? How? Why are we doing this? Why do associates need this informa>on? Why?
- 13. 114"MARRIOTT VACATIONS WORLDWIDECONFIDENTIAL AND PROPRIETARY INFORMATION. CommunicaHons Infrastructure Why? When? What? Where? How? Who is our target audience? Is there more than one audience? Where are they located? What languages do they speak? What level? Who?
- 14. 115"MARRIOTT VACATIONS WORLDWIDECONFIDENTIAL AND PROPRIETARY INFORMATION. CommunicaHons Infrastructure Why? Who? When? Where? How? What are we trying to communicate? What is the content? What s changing? What are the non-‐nego>ables? What?
- 15. 116"MARRIOTT VACATIONS WORLDWIDECONFIDENTIAL AND PROPRIETARY INFORMATION. CommunicaHons Infrastructure Why? Who? What? Where? How? When is [fill in the blank] happening? When to communicate? When?
- 16. 117"MARRIOTT VACATIONS WORLDWIDECONFIDENTIAL AND PROPRIETARY INFORMATION. CommunicaHons Infrastructure Why? Who? When? What? How? Where will content be located? Where to go to ask ques>ons? Where?
- 17. 118"MARRIOTT VACATIONS WORLDWIDECONFIDENTIAL AND PROPRIETARY INFORMATION. CommunicaHons Infrastructure Why? Who? When? What? Where? How will associates receive content? How will associates know when to take ac>on? How will associates interpret content? How?
- 18. 119"MARRIOTT VACATIONS WORLDWIDECONFIDENTIAL AND PROPRIETARY INFORMATION. SoluHon: “How?” • Branding • Email • Videos • Resources for Managers How?
- 19. 120"MARRIOTT VACATIONS WORLDWIDECONFIDENTIAL AND PROPRIETARY INFORMATION. Resources for Managers
- 20. 121"MARRIOTT VACATIONS WORLDWIDECONFIDENTIAL AND PROPRIETARY INFORMATION. Resources for Managers “Benefits in a Box”
- 21. 122"MARRIOTT VACATIONS WORLDWIDECONFIDENTIAL AND PROPRIETARY INFORMATION. Poll How many of you have employees whose primary language is not English? • I do • I do not
- 22. 123"MARRIOTT VACATIONS WORLDWIDECONFIDENTIAL AND PROPRIETARY INFORMATION. Resources – Videos
- 23. 124"MARRIOTT VACATIONS WORLDWIDECONFIDENTIAL AND PROPRIETARY INFORMATION. Resources -‐ Intranet
- 24. 125"MARRIOTT VACATIONS WORLDWIDECONFIDENTIAL AND PROPRIETARY INFORMATION. • The materials were a big hit this year, we had several comments from proper4es that the benefits in a box were helpful to get them started. • Videos: Again, good comments that the videos were available direct via text/smart phone without having to find a network computer (or access via MyMVWHR with a password). Videos were straight forward, to the point and called associates to ac4on to enroll (or make benefits decisions). • Website was well organized. • Checklists for managers and associates were a big win. Feedback!
- 25. 126"MARRIOTT VACATIONS WORLDWIDECONFIDENTIAL AND PROPRIETARY INFORMATION. Benchmark Achievements Associate Engagement Survey: • ParHcipaHon = 96% • Engagement Score = 84% Guest Sa>sfac>on Scores: • 2012 = 88.0% • 2013 = 88.9% • 2014 = 90.3%
- 26. 127"MARRIOTT VACATIONS WORLDWIDECONFIDENTIAL AND PROPRIETARY INFORMATION. Video – Social Media Guidelines! Social Media Guidelines Video Now Available • TranslaHons: English and Spanish • Short -‐ 4 minutes It is extremely important that our Social Media Rules of Conduct and Guidelines are shared with all associates so we can conHnue to protect our company’s name and reputaHon https://mvw.a.guidespark.com/videos/5745
- 27. 128"MARRIOTT VACATIONS WORLDWIDECONFIDENTIAL AND PROPRIETARY INFORMATION. DEMO - ENGLISH!
- 28. 129"MARRIOTT VACATIONS WORLDWIDECONFIDENTIAL AND PROPRIETARY INFORMATION. DEMO - SPANISH!
- 29. 130"MARRIOTT VACATIONS WORLDWIDECONFIDENTIAL AND PROPRIETARY INFORMATION. Summary!
- 30. 131"MARRIOTT VACATIONS WORLDWIDECONFIDENTIAL AND PROPRIETARY INFORMATION. QuesHons?
- 31. 132"MARRIOTT VACATIONS WORLDWIDECONFIDENTIAL AND PROPRIETARY INFORMATION. Thank you