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WHAT ’ S OUR AGENDA?

CATCH ME AT MY BEST l JUNE 1 – AUGUST 31. WHAT ’ S OUR AGENDA?. • Program Overview • 2017 Changes • Prizes & Merchandise • Five Keys to a Successful Catch Me. www.Hilton-Recognition.com/CatchMe. 2. CATCH ME AT MY BEST l PROGRAM OVERVIEW. CATCH ME AT MY BEST OVERVIEW:

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WHAT ’ S OUR AGENDA?

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  1. CATCH ME AT MY BEST l JUNE 1 – AUGUST 31 WHAT’S OUR AGENDA? • Program Overview • 2017 Changes • Prizes & Merchandise • Five Keys to a Successful Catch Me www.Hilton-Recognition.com/CatchMe 2

  2. CATCH ME AT MY BEST l PROGRAM OVERVIEW CATCH ME AT MY BEST OVERVIEW: WHY WE CELEBRATE • Our Vision: “To fill the earth with the light and warmth of hospitality” Objective: Reinforce our Vision, Mission, and Values and recognize our year-round commitment to Guest service In order to provide great Guest experiences, we must recognize all of the Team Members who make these experiences possible • • www.Hilton-Recognition.com/CatchMe 3

  3. CATCH ME AT MY BEST l PROGRAM OVERVIEW HOW DOES CATCH ME WORK? 1. Place the Catch Me cards at the front desk* 2. Encourage Guests and Team Members to fill out cards 3. Collect cards at the front desk 4. Tally the results 5. Recognize your team *Note: This is not a Guest-facing program for Conrad and Waldorf Astoria. www.Hilton-Recognition.com/CatchMe 4

  4. CATCH ME AT MY BEST l PROGRAM OVERVIEW CATCH ME CARD INFORMATION Preordered cards should arrive by May 15 Additional cards can be ordered at cmgo.co/Cards, while supplies last New hotels will receive one card holder Hotels that opened prior to July 1, 2016, will NOT receive a card holder Card holders and boxes can be ordered at cmgo.co/Merch Card size is 3.625" x 7.5" (93 mm x 191 mm) • • • • • • www.Hilton-Recognition.com/CatchMe 5

  5. CATCH ME AT MY BEST l PROGRAM OVERVIEW WHAT IS CATCH-WORTHY? Acts of Hospitality, big and small, that positively impact guests, teammates, the hotel, or the community • • For example… A perfect room inspection Resolving a guest or hotel issue A positive comment card An improvement in SALT Working an extra shift Community service Pitching in to help another department Saving money for the hotel – – – – – – – – Don’t forget to catch Honors behaviors! • www.Hilton-Recognition.com/CatchMe 6

  6. CATCH ME AT MY BEST l PROGRAM OVERVIEW THINK SMALL! = SATISFIED GUESTS LITTLE ACTS OF HOSPITALITY www.Hilton-Recognition.com/CatchMe 7

  7. CATCH ME AT MY BEST l PROGRAM OVERVIEW THE ROI OF CATCH ME 1. Catch Me at My Best is a simple, no-cost/low-cost tool to recognize Team Members 2. Recognition positively impacts employee engagement 3. Higher engagement correlates to higher productivity, customer satisfaction, retention, and profitability When Team Members are caught, it’s infectious. Other Team Members make it a point to raise their level of service and go out of their way to aid Guests. This program has a positive effect on our SALT scores and morale at the hotel. — Sheila Robinson, Hilton Garden Inn New Orleans Convention Center www.Hilton-Recognition.com/CatchMe 8

  8. CATCH ME AT MY BEST l PROGRAM OVERVIEW THE ROI OF CATCH ME (CONT.) Research done by the Hampton by Hilton brand showed that hotels that participated in Catch Me saw an average increase in SALT scores of 1.1% as compared to properties that did not participate! Higher participation brings higher scores • • www.Hilton-Recognition.com/CatchMe 9

  9. CATCH ME AT MY BEST l PROGRAM OVERVIEW TALLY WEBSITE BASICS (STEP 1) Log in using your email and inn code Click the “Team Roster” tab • • www.Hilton-Recognition.com/CatchMe

  10. CATCH ME AT MY BEST l PROGRAM OVERVIEW TALLY WEBSITE BASICS (STEP 2) Add Team Member information: • First and last name - Department - Group (e.g., Front of House) - Add up to 10 Team Members at a time • Begin entering your roster today! www.Hilton-Recognition.com/CatchMe

  11. CATCH ME AT MY BEST l PROGRAM OVERVIEW FAQ: WHAT IF I DON’T WANT TO USE LAST YEAR’S ROSTER AS A STARTING POINT? Click “Contact Us” to submit a request to delete your entire team Or email us at CatchMe@Hilton-Recognition.com You can also delete Team Members individually • • • Email a request to delete your team Or delete Team Members individually 12

  12. CATCH ME AT MY BEST l PROGRAM OVERVIEW TALLY WEBSITE – THE BASICS (STEP 2) Enter catches starting June 1 View and print real-time totals Set and measure goals Share favorite catches For detailed information, go to cmgo.co/How-To • Set program goals • • • • Share favorite catches Print real-time reports www.Hilton-Recognition.com/CatchMe 13

  13. CATCH ME AT MY BEST l GUEST eCATCHES ONLINE CATCHES FROM GUESTS (eCATCHES) Guests can submit catches at www.SubmitMyCatch.com* Request a custom short link Use this to promote the eCatch and save Guests’ time Click “Contact Us” to submit a request for a short link Or email us at CatchMe@Hilton-Recognition.com Promote the short link to your Guests • • • • • • *The Guest catch function is not available for Conrad and Waldorf Guests. www.Hilton-Recognition.com/CatchMe 14

  14. CATCH ME AT MY BEST l GUEST eCATCHES HOW DO GUEST eCATCHES WORK? 1. A guest submits an eCatch 2. The catch is automatically sent to your Tally Website 3. Users will be notified of pending catches when logging in Or click the “Manage eCatches” tab 4. Check the website often for eCatches - www.Hilton-Recognition.com/CatchMe

  15. CATCH ME AT MY BEST l GUEST eCATCHES HOW DO GUEST eCATCHES WORK? (CONT.) 4. Review the catch 5. Make sure the recipient’s name is correct and confirm the authenticity 6. Approve eCatch Helpful hint: Print out the eCatch and present it to the recipient www.Hilton-Recognition.com/CatchMe 16

  16. CATCH ME AT MY BEST l GUEST eCATCHES HOW DO GUEST eCATCHES WORK? (CONT.) New for 2017: Approve catches for an entire department Approve catches for an entire group Approve catches for the entire hotel • • • www.Hilton-Recognition.com/CatchMe 17

  17. CATCH ME AT MY BEST l TEAM MEMBER eCATCHES CAN TEAM MEMBERS MAKE eCATCHES? Yes. Go to www.Hilton-Recognition.com/eCatch beginning June 1 New branding Send to an individual — or a team • • • You’ll need the recipient’s email and inn code - Recipients will receive a copy of the eCatch eCatches will be sent to your Tally Website • • www.Hilton-Recognition.com/CatchMe 18

  18. CATCH ME AT MY BEST l eCATCH DOS AND DON’TS IMPORTANT NOTE eCatches are not a replacement for Catch Me cards Dos and don’ts for sending eCatches • • DO send eCatches to Team Members with company email access - DO send eCatches to Team Members outside the hotel DON’T send eCatches to personal email accounts - - DON’T send eCatches to Guests Check the website regularly for eCatches - • www.Hilton-Recognition.com/CatchMe 19

  19. CATCH ME AT MY BEST l REPORTING CATCH ME REPORTING See catches made in addition to catches received View the number of eCatches your location has received Print and post for all Team Members to see Go to www.Hilton-Recognition.com/Reports to sign up for weekly reports • • • • www.Hilton-Recognition.com/CatchMe 20

  20. CATCH ME AT MY BEST l FAVORITE CATCHES FAVORITE CATCHES Last year, over 20,000 favorite catches were submitted This year, you can copy Favorite Catches to social media Make sure to ask for permission Don’t forget to include #CatchMe17 • • • • www.Hilton-Recognition.com/CatchMe 21

  21. CATCH ME AT MY BEST l BEST PRACTICES BEST PRACTICES View over 100 best practices on the Tally Website • Catch Me themes & kickoffs Tips for increasing participation - - Games and celebrations - Catching heart-of-house Team Members - Go to cmgo.co/CMBPS Share your Best Practice at cmgo.co/CMBP • • www.Hilton-Recognition.com/CatchMe 22

  22. CATCH ME AT MY BEST l CUSTOM GROUPS CUSTOM GROUPS A group is bigger than a department Why create custom groups? • • To add excitement to the program - To encourage team-building across departments To equalize the competition - - www.Hilton-Recognition.com/CatchMe 23

  23. CATCH ME AT MY BEST l CUSTOM GROUPS CUSTOM GROUPS What kinds of groups can you create? • Movies and television shows Values and pillars - - Superheroes Get creative - - “The Walking Dead”–themed Catch Me at Hilton Garden Inn Augusta For more ideas, go to cmgo.co/Groups • www.Hilton-Recognition.com/CatchMe 24

  24. CATCH ME AT MY BEST l 2016 STATS 2016 NUMBERS Four million cards ordered 1.4 million catches entered online 187,000 individuals caught Hotels in 103 countries and territories participated • • • • www.Hilton-Recognition.com/CatchMe 25

  25. CATCH ME AT MY BEST l WHAT’S NEW REDESIGNED LOOK AND FEEL Redesigned Tally Website Redesigned cards Redesigned eCatch Redesigned reports And more • • • • • www.Hilton-Recognition.com/CatchMe 26

  26. CATCH ME AT MY BEST l WHAT’S NEW RECOGNITION DOWNLOADS Existing materials include: • Team memo Certificates and thank you cards - - Collection box insert Water bottle labels and candy bar wrappers - - Awareness flyers - Tally sheets - www.Hilton-Recognition.com/CatchMe 27

  27. CATCH ME AT MY BEST l WHAT’S NEW RECOGNITION DOWNLOADS (CONT.) New materials include: • Electronic bulletin board templates Large poster artwork - - Horizontal banner artwork Pop-up banner artwork - - Table tent artwork - Download at cmgo.co/Materials • www.Hilton-Recognition.com/CatchMe 28

  28. CATCH ME AT MY BEST l WHAT’S NEW BEST PRACTICE We downloaded the customizable flyer from the Catch Me Tally Website and replaced the Team Member images on the flyer with photos of Team Members at our property. — Jeff Cross, DoubleTree by Hilton Bakersfield www.Hilton-Recognition.com/CatchMe 29

  29. CATCH ME AT MY BEST l WHAT’S NEW WHAT ELSE? Tip of the day eCatch improvements (saved sender information) Corporate reporting Improved performance Badge-like messages with the reports detailing your progress Enhanced security More best practices to recognize Back of House • • • • • • • www.Hilton-Recognition.com/CatchMe 30

  30. CATCH ME AT MY BEST l PRIZES AND MERCHANDISE CATCH ME PRIZES 225 prizes will be awarded 50 winners will be selected in June, 75 winners will be selected in July, and 100 winners will be selected in August • • Winners will receive a US $50 gift card - Winners in North America will receive an Amazon gift card Winners outside North America will receive a Visa debit card - - www.Hilton-Recognition.com/CatchMe 31

  31. CATCH ME AT MY BEST l PRIZES AND MERCHANDISE PRIZE CRITERIA 150 total winners per will be chosen from the following criteria: • Team Members who have received catches - Team Members who made catches - 75 additional winners will be chosen from best practice submissions, favorite catches, and Catch Me selfies • For details, go to cmgo.co/Prizes - www.Hilton-Recognition.com/CatchMe 32

  32. CATCH ME AT MY BEST l PRIZES AND MERCHANDISE #CATCHME17 Submit a photo of your Catch Me recipient(s) on social media for a chance to win Make sure to include #CatchMe17 We’ll be checking Facebook, Twitter, and Instagram • • • www.Hilton-Recognition.com/CatchMe 33

  33. CATCH ME AT MY BEST l PRIZES AND MERCHANDISE IMPORTANT NOTE The prizes awarded by Hilton are meant to supplement, not replace, prizes offered at your location Make sure to have low-cost prizes on hand to recognize your team You can download certificates at cmgo.co/Materials Prizes don’t have to cost a lot of money to have a big impact • • • • www.Hilton-Recognition.com/CatchMe 34

  34. CATCH ME AT MY BEST l PRIZES AND MERCHANDISE CATCH ME MERCHANDISE 1. Go to cmgo.co/Merch for official merchandise 2. Go to cmgo.co/CafePress. This option includes a wider selection at a slightly higher cost 3. Source your own merchandise Go to cmgo.co/Merch to download the Catch Me logo and create your own branded merchandise and promotional materials - www.Hilton-Recognition.com/CatchMe 35

  35. CATCH ME AT MY BEST l FIVE KEYS TO SUCCESS 1: FOCUS ON PEER CATCHES High-performing hotels place an equal or greater focus on internal catches Peer-to-peer recognition correlates to increased guest satisfaction and higher performance • • Guest recognition is great, but peer recognition drives great teamwork. Seeing peer recognition during Catch Me is very important when you work side-by-side each day — and a big boost to morale. — Lisa Riess, Hilton Garden Inn Toronto/Burlington www.Hilton-Recognition.com/CatchMe 36

  36. CATCH ME AT MY BEST l FIVE KEYS TO SUCCESS 2: LEAD BY EXAMPLE Catch Me requires management support and attention • Catch Me has to be promoted by the entire management team, and they need to lead by example. — Mary Stalker, DoubleTree by Hilton Chicago Wood Dale - Elk Grove • Set goals for management, hand out cards at huddles, and recognize management participation The more Catch Me is utilized by senior management (including the GM) to show their appreciation, the more successful the program will be. — Kay Kobayashi, Hilton Osaka www.Hilton-Recognition.com/CatchMe 37

  37. CATCH ME AT MY BEST l FIVE KEYS TO SUCCESS 3: DON’T FORGET BACK OF HOUSE Place cards in back-of-house common areas Hold regular Heart of House Days or a Heart of House Week Have front-of-house Team Members recognize heart-of-house Team Members • • • Back of House needs more manager participation, since those Team Members receive less guest participation. — Eric Berglund, Hampton Inn & Suites by Hilton Milwaukee West www.Hilton-Recognition.com/CatchMe 38

  38. CATCH ME AT MY BEST l FIVE KEYS TO SUCCESS 4: IT’S NOT ALL ABOUT THE NUMBERS Recognize different categories Hold random drawings Reset the totals monthly Recognize a Catch of the Day Don’t worry about other properties • • • • • We select most our memorable catches weekly. Winners get to spin a “wheel of fortune” for prizes. — Cindi Hasty, Homewood Suites by Hilton Pensacola Airport www.Hilton-Recognition.com/CatchMe 39

  39. CATCH ME AT MY BEST l FIVE KEYS TO SUCCESS 5: RECOGNIZE THE RECOGNIZERS “It’s better to give than to receive” Catch Me wouldn’t exist without the people who make the catches Use the “catches made” feature on the website • • • If you recognize the people who are doing it…You have to recognize the people who are pointing it out. — Russ Tanakaya, General Manager www.Hilton-Recognition.com/CatchMe 40

  40. CATCH ME AT MY BEST l FIVE KEYS TO SUCCESS BONUS TIP If you don’t receive a lot of catches, chances are that you are not promoting Catch Me enough. Place cards in different locations Use the customizable awareness tools Promote manager-to-Team-Member and peer-to-peer catches Follow the lead of other hotels Go to cmgo.co/CMBPS for more best practices • • • • • • www.Hilton-Recognition.com/CatchMe 41

  41. CATCH ME AT MY BEST l JUNE 1 – AUGUST 31 THANK YOU For more information • Review the program overview at cmgo.co/CMO Check out the Tally Website How-To at cmgo.co/How-To - - Email us at CatchMe@Hilton-Recognition.com -

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