Milestone Blog

How a Hotel Chain Snagged a 96% Employee Approval Rating

Posted by Milestone Leadership on Mar 22, 2019, 9:44:15 AM

 Hilton # 1

There’s a list any company would be proud to find its name topping—the annual ranking of Fortune 100 Best Companies to Work For. This year’s list is full of variety, representing everything from tech companies to grocery chains, financial firms to telecoms. In the number one spot for 2019 is Hilton, rising considerably from #33 in 2018.

At Milestone Leadership, we know that defining and constantly reinforcing an organizational culture which embraces values that benefit both customers and team members is fundamental to a company’s success. To see a well-known company in the highly competitive hospitality industry (known for an annual turnover rate topping 70%) manage to consistently land on Fortune’s annual list, it made us stop to wonder what values Hilton’s leadership has instilled to cause a whopping 96% of its employees to report “this is a great place to work.

Hilton has made it easy for team members to remember the company’s values—in fact, they actually spell it out in the form of an acronym:

H        Hospitality       We’re passionate about delivering exceptional guest experiences.

I          Integrity           We do the right thing, all the time.

L         Leadership      We’re leaders in our industry and in our communities.

T         Teamwork       We’re team players in everything we do.

O         Ownership      We’re the owners of our actions and decisions.

N         Now                  We operate with sense of urgency and discipline.

Much could be said about any one of these solid core values, but because Hilton was ranked as the best place to work largely based upon what employees reported in a 60-question survey, we wondered what they were so positive about with regard to their work experience. This is what they reported:

98%   When you join the company, you are made to feel welcome.

97%   I’m proud to tell others I work here.

96%   I am treated as a full member here regardless of my position.

96%   When I look at what I accomplish, I feel a sense of pride.

96%   I feel good about the ways we contribute to the community.

So, what’s the secret sauce? Simply put, the company has committed fully to finding tangible ways over the past decade to treat every team member—regardless of role or pay level—as well as they treat the guests at their properties. The results are clear: team members bring their best selves to their jobs, which means improved service, growing profits and rising stock values for Hilton even as the overall hotel industry is experiencing increased competition from Airbnb and other short-term rental options.

One way Hilton has shown employees they’re valued has been to implement programs that directly benefit team members at every level. Back-of-house spaces like break rooms have been renovated to look and feel as special as the spaces designed for guests. Hilton also allows employees to stay at its properties around the world at steeply discounted prices, a benefit that is coveted by team members and has allowed many to fulfill lifelong dreams. Yet, the company recognizes that beautiful facilities and travel accommodations can feel pretty empty unless there is a constant commitment to hiring managers who can inspire the best from their teams every day. Hilton seeks to find leadership talent who treat direct reports as equal peers; the expectation is that this degree of positive interaction and support starts in the C-suites and cascades outward.

Ultimately, Hilton recognizes the importance of building and retaining a network of leaders worth following who are empowered to act in accordance with the company’s stated values. The result is loyal, engaged people who are recognizing their greatest potential on the job.

It surely feels good to be #1.

 

Kelly Hale Syer
Associate
Milestone Leadership
 

 

Topics: Productivity, Growth, Living Your Values, Employee Engagement, Leadership, Tone at the Top, Advice, Management, Empowerment, Effectiveness, Reflection, Values, Self Awareness, Passion, Organization, Company Culture, Success, Intentionality, Experience, Workplace, Teams, Milestone, Truth, Team Health, Top Down Leadership, High Performance, Purpose, High Performing Teams, Recognition, Learning, Relationships, Values & Ethics, Personal Development, Creating Culture, Leader Worth Following, Communication

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