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  1. 2011 State of the Union John Moser Sharon Craton Suzanne Silver Kendra Grace Pete Kamenakis Teresa Nymick Free Powerpoint Templates

  2. State of the Union, 2011 Claims Manual Free Powerpoint Templates

  3. State of the Union, 2011 Delco Hospitality Bonus Program Free Powerpoint Templates

  4. $287,300

  5. Company’s Commitment • Delco Development has committed to bonusing up to $287,300 • Representing 10% of our total payroll

  6. We’re the Same • Everyone in the entire hotel community has the opportunity to earn the same percentage based on the same scorecard.

  7. Scorecard • GSS/SALT/Medallion Scores • REVPAR as per STAR Report • GOP • Employee Retention

  8. Bonus Plan • ALL Associates bonus will be calculated at 10% of GROSS wages made during the quarter. • Each of the 4 sections of the Balanced Score Card is worth 1/4 of the full bonus. • Failure to achieve any portion of the score card reduces the payment by 1/4 for each portion not achieved. • Failure to achieve the Balanced Score Card entirely results in no bonus payment for that quarter. • Sales Department is bonused based on their commission.

  9. Internal Guest Bonus Criteria • Associate must have worked a full 6 months to be eligible for a bonus (including bonus period). • Associate must have met or exceeded the criteria as outlined in the BALANCED SCORE CARD. • Associate MAY NOT have any DOCUMENTED Verbal or Written Warnings during quarter (a Note to File is NOT considered disciplinary action for purposes of bonus) • Associate must be employed by DELCO at time Bonus is paid out • Department Heads must be within budgeted wages and operating expenses unless otherwise approved by GM (explainable overages

  10. Cause & Effect • Internal Guests become more engaged when working towards a goal, especially one that directly impacts their finances. • The Departmental Goal will foster greater TEAMWORK as everyone will be working together to achieve bonus. • Depreciation of bonus via the Balanced Score Card results in a payment for achievement only and identifies consequences for failure.

  11. Payments will be added to payroll. Recognition should coincide with quarterly Internal Guest Appreciation Luncheon. Should be a “celebration” of accomplishments, and a review of opportunities and strengths. A SACK evaluation sheet will be supplied by management. Feedback and open-door policy is encouraged. The Delco Dish-Out!

  12. Bonus Program Summary This is the most simple method of calculating bonus payments for our Internal Guests. This plan provides rewards for accomplishment & opportunities for improvement. The bonus program is based on Simple, Measurable, Achievable, Realistic, & Timely goals.

  13. Q&A Kendra Grace Banking on Bonus in 2011

  14. State of the Union, 2011 Social Media Free Powerpoint Templates

  15. World Wide Web • The average surfing session is 51 minutes. • 95% of customers browse the internet before purchasing. • 40% of hotel customers book online. (24% increase from 2009) • 1 in 5 of the worlds’ internet users visit YouTube each day. • @Hilton_Niagra11% increase after launching YouTube video. • 4 billion photos being hosted on Flickr. • There are over 500 million active users on Facebook. • People spend over 700 billion minutes per month on FB. • The 106 million Twitter users tweet an average of 55 million tweets per day, 75% use 3rd party applications to do it. • The internet allows us to immediately react to complaints.

  16. Everything is Rate-able

  17. Review It! • www.tripadvisor.com/reviewit

  18. Let’s Get Social!

  19. Social Media Library

  20. aloft Media Library

  21. www.bestmixx.com

  22. Super 8 Mt Laurel Media Library

  23. Super 8 Pennsville Media Library

  24. Hampton Inn Media Library

  25. Delco Development Media Library www.delcodashboard.com Or www.delcodevelopment.com & click link

  26. 2011 Goals • Appointed Social Media Liaison at Each Property • Email Teresa the name and contact information of your Liaison by January 31st • Establish Monthly Conference Call • Rollup Reporting • TripAdvisor Top 3

  27. Q&A Teresa Nymick Being Socially Sassy in 2011

  28. State of the Union, 2011 Culture & Training Free Powerpoint Templates

  29. Accomplishments 2010 • Recruiting Process • Orientation • Documentation

  30. Recruiting Process • Applications • Pre-Qualifying Interviews • Second Interviews

  31. Orientation • Consistent Documentation • Employee Handbook • Compliant Process

  32. Documentation • Job descriptions • Organization Charts • Forms, with procedures; including • PTO Request Form • Internal Application • SACK Evaluation • Employee Warning Notice • Punch Edit Form • Meeting agenda, planner checklist, communication and action plan

  33. Core Values • Do the Right Thing • Show the Love • Balance • Take Action • Never Quit

  34. Brand Promise • People First • Exceed Expectations • Passion

  35. Big Hairy Audacious Goal (BHAG) • Internal Guest Surveys • Questions based on Core Values • Serves as standard to judge future surveys

  36. Internal Guest Survey Results • Please STOP: • Cutting Hours • PTO (all related comments) • Inexperienced/Incompetent Bosses • Paying Improperly

  37. Internal Guest Survey Results • Please START: • Paying Properly (including raises & overtime) • Enhancing Communication • Healthcare & other benefits including holidays, bonuses, etc. • Respect/Recognition/Appreciation/Caring

  38. Internal Guest Survey Results • Please CONTINUE: • Guest Satisfaction • Interactions between leadership & internal guests • Dedication to be #1

  39. What’s Coming in 2011? • Training checklists • Based on job description • Training breakdown by department • Thorough and complete

  40. What’s coming in 2011? • Audits by Culture & Training Coach (CTC) • Living Core Values; including having cards • "temp check" of internal guests during visits • Increased resource/support for GM - to ensure compliance with culture • Helping all to achieve bonus

  41. What’s Coming in 2011? • Delco YOU • First class 3-5 January 2011 • For all managers, hourly supervisors • "How to" lead others effectively and which maintaining core values • Review of all documents • Hands on department training (example; Engineering, Housekeeping, Front Desk)

  42. Q&A Pete Kamenakis Culturally Speaking in 2011

  43. State of the Union, 2011 Sales & Marketing Free Powerpoint Templates

  44. Total US Key Performance IndicatorsOctober YTD 2008, 2009, 2010Data obtained from Smith Travel Research Although RevPAR has grown year over year, this growth is primarily in Occupancy, as ADR continues to decline

  45. Total US Key StatisticsYTD through October 2010Data obtained from Smith Travel Research

  46. Occupancy Increases Strongly Since March

  47. ADR Recovers Very SlowlyBetween +1% and +2%