Continued... This committee is chaired by me and the
conversations are frank and private. We have several focus groups within
the team who are responsible for the review of existing programmes and
the strategic development of new ones.This forum has given our Supervisors a chance to be heard, create a relationship with me, and understand what challenges senior leadership face daily. It has ensured that the rolling out of programmes is done seamlessly since overall execution has been thought out by the people who have to do it. I, of course, moderate the discussion with a broad picture opinion to ensure we are keeping in mind all elements of our balanced scorecard. I am also given a frank insight into the pulse or temperature of the line level associates who perhaps feel more comfortable talking to someone they work with very closely in their own operation.
The associates look to the senior leadership for their careers. These supervisors are now working every second day with their GM on ways to engage the team, drive customer service, and enhance the business. This elevates their status and has allowed me to highlight our future leaders first hand. The sense of pride and enthusiasm is overwhelming.
This strategy has paid dividends, as the Associate Engagement Index for our 2010 Associate Opinion Survey conducted by AON Hewitt for Marriott International was the highest in Asia Pacific with a score of 99 per cent
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