[ppt]office 365 enterprise k1 for hospitality · web viewturnover is expected, and training is a...
TRANSCRIPT
Challenges for frontline workers in hospitality
Technology is often limited and outdatedMultiple fragmented tools inefficient for hotels & restaurant workers
Communication and collaboration is inconsistent Difficult to deliver service excellence to guests and customers
Engagement is uneven across the organization Hospitality workers feel disconnected from the team and company
Turnover is expected, and training is a priority Inconsistent onboarding and training experiences impact frontline capabilities
Organizing and structuring work is time consumingScheduling for hotel and restaurant workers is typical not effective
Your frontline is your bottom line
Why is employee engagement important?
higher profitability21
%
10%
higher customer ratings
24%
lower turnover
Businesses that rank in the top-quartile for employee engagement have better business performance than those in the bottom – quartile – (Source: Gallup How Employee Engagement Drives Growth)
A connected hotel workforceFrontline workers who are connected can respond quickly to guest needs
HotelGuests
Guest ServicesAccess the latest information and communicate with other teams to better serve guests
Housekeeping
Tools to manage schedules, communicate and stay current on procedures and training
Back OfficeCommunicate company updates, regulation or process changes effectively
Enable your frontline workers to do their best work
Schedule & Task ManagementCreate, update and
manage schedules and tasks
Communications & Community
Connect your organizationwith modern tools
Training & Onboarding
Enable easy access to training videos and
content
Identity & Access Management
Manage employee accessand digital identity
Office 365 Enterprise K1
Schedule & Task ManagementCreate, update and manage schedules and tasks
Publish and update team schedules
Supervisors manage employee schedules to ensure coverage for each shift for hotels, restaurants (StaffHub)
Stay up-to-datewith work schedules
Workers stay up-to-date with work schedules and can request time off (StaffHub)
View and respondto service requests
Workers view tasks assigned to them and can react timely to guest or customer requests (StaffHub)
Turn tasks intoa workflow
Supervisors can automate simple workflows like request approvals or build web, mobile apps without coding (PowerApps, Microsoft Flow)
Communications & CommunityConnect everyone in your hospitality organization with modern tools
Broadcast companytown halls
Frontline employees stay informed on the latest news, company announcements and promotions (Yammer, Skype Meeting Broadcast)
Share best practices
Concierges exchange info on events; housekeeping, maintenance workers share effective service techniques (Microsoft Teams, Yammer, Exchange, SharePoint)
Stay up-to-date with teams, from anywhere
Workers access documents from their device and use team sites to share information (Office Online, Microsoft Teams)
Quickly resolve guest and customer issues
A hotel front desk clerk or concierge can find help quickly to address guest inquiries or issues(Skype for Business, Microsoft Teams)
Training & OnboardingEnable easy access to training videos and content
Provide digital, paperless training
Training or onboarding videos and materials are posted for hospitality workers to access anywhere (SharePoint, Microsoft Stream, StaffHub)
Set up reminders to complete training
Supervisors schedule and set reminders for workers to complete mandatory training online (StaffHub)
Create dynamic video content for training
Head office creates dynamic training videos on important topics to drive readiness (Microsoft Stream)
Ask questions or search for answers
Workers have an open forum to discuss or search for commonly asked questions (Yammer, Office 365 Groups, Microsoft Teams)
Identity & Access ManagementManage employee access and digital identity
Create digital identity using phone number
Supervisors create digital identity for new hires with their name and phone number on StaffHub
Enable managers to add, remove workers
Supervisors add employees to their group on Office 365, and workers get notifications via email or text message
Control employee access
Supervisors can remove employees from their group easily if the worker is no longer with the team
Help secure mobile devices with MDM
IT still manages all employee access on Office 365, and they can secure employees’ device with built in MDM support
Frontline Workers Drive Business Impact
It has changed completely the relationship we have between management and the staff and it helps us concentrate on what is important.
“
“
Dominique Grandjonc, General Manager, Novotel Paris
Next steps
Schedule a demo1
Start a Office 365 K1 trial2
Stay tuned to the Office roadmap for updates 3
Enable your frontline workers to do their best work
28
Average number of minutes saved daily per
frontline workerReduction in frontline worker turnover rate
Fewer face-to-face meetings each week for
frontline workers
8%
15
27
Average number of minutes saved daily per
manager of frontline workers
Benefits of Office 365Forrester Research estimated the business impact in the report “Improving Frontline Worker Performance with Office
365”, 2017
Restaurant improves communication, boosts staff morale with enterprise social network
Challenge • Improve staff
engagement with corporate messages, news, and announcements about changes within the organization
Solution• Use an enterprise
social network to deliver news to staff on their smartphones and give frontline staff a method for feedback to management
Benefits• Increases staff engagement
with corporate messages • Boosts morale because
positive news can be shared• Gives staff a way to share
ideas
“The tool is allowing greater engagement and that is driving better performance” — Gareth Hopley, Head of Communication, Pizza Hut UK
Restaurant chain engages employees with socialEmpowering employees for improved operational efficiencies and better customer service
Challenge Red Robin’s core belief is that empowered, enthusiastic employees hold the key to both customer satisfaction and a healthy bottom line.
StrategyBy energizing its 26,000 team members and giving them a voice with Yammer, Red Robin has forged tighter ties across the business and brought executives one step closer to customers.
Results• Improved operational
efficiencies • Stronger engagement across
the business, from team members in restaurant kitchens to executives at headquarters
• Employee ideas contributed to significant cost savings
“The number one thing I use Yammer for is to feel the pulse of the business from the perspective of front-line team members. That’s invaluable to me.”
— Steve Carley, CEO, Red Robin