What’s your request? Wyndham Internationals answer for transforming culture and enriching employees’ experience

Citation

Heise, S. (2006), "What’s your request? Wyndham Internationals answer for transforming culture and enriching employees’ experience", Human Resource Management International Digest, Vol. 14 No. 6. https://doi.org/10.1108/hrmid.2006.04414fad.005

What’s your request? Wyndham Internationals answer for transforming culture and enriching employees’ experience

What’s your request? Wyndham Internationals answer for transforming culture and enriching employees’ experience

Heise S.Journal of Organizational Excellence, Spring 2006, Vol. 25 No. 2, Start page: 47, No. of pages: 9

Purpose – To show how a hospitality company has benefited by extending the approach underlying its guest loyalty programme to employees’ working experience. Design/methodology/approach – Lists the factors that caused Wyndham International to refocus its guest loyalty program around improving their hotel experience. Explains that most of the travel-related points awarded by loyalty programs remain unclaimed, whilst travelers remain loyal to hotel brands that offer superior service and personal attention. Describes some of the ways in which Wyndham’s ByRequest initiative enabled members to personalize their experience by means of a personal profile held online. Shows how this concept was transferred to core human resources and programs in 2004. Explains that this included recruitment, hiring and orientation; training and development; recognition; culture and workplace enrichment; succession planning and leadership development; and benefits and work/life balance. Gives examples of the modifications and enhancements applied to these processes, giving employees greater choice and enriching their Wyndham experience. Shows how individual hotels and resorts within the Wyndham group used the opportunity to enrich employees’ lives through personalization whilst better fulfilling guests’ needs. Originality/value – Concludes that personalization creates value, whether applied to customer or employee experience.ISSN: 1531-1864Reference: 35AJ030

Keywords: Culture techniques, Customer loyalty, Employee involvement, Hospitality services, Personal communication networks