How to engage Generation Y into your financial KPI’s

Vicky de BruijnDirector Talent Management Europe

What in your view is

generation Y?

Millenials in the workplace training

Deloitte Millenials Survey 2014

75% workforce made of Millenials by 2025 • 70% Millenials see themselves as working independently

at some point in their lives• 52% in developed countries• 82% in emerging markets

• 50% Millenials want to work for a business with ethical practices

• 63% donate to a charity• 43% actively volunteer or are a member of a community

organisation• 52% sign petitions

Scope: 7,800 people born in or after 1983, with a degree and employed full time in 26 countries

© 2013 Hilton Worldwide Confidential and Proprietary

Deloitte Millenials Survey 2014

4

©2013 Hilton Worldwide Confidential and Proprietary 5

Hilton GM (IAO) straw polls

Engaging with Millenials

13/04/2023

“They don't talk, they type”

They have never been told "No"

“One should not see the millennial generation as a great negative challenge, but more a great opportunity. Every era has its challenges and

opportunities, ever since the human race existed. We are in the hospitality industry and in the "people business". We need to study and understand the needs of all our Internal Customers and our Guests, then

we will be able to meet their expectations. This is the most rewarding part in being a Hotelier”

“They want to be recognized every day for how good they are”

“Their expectations are generally too high comparing to their skills/competencies”

“Low ethical behaviour; honesty, fraud, loyalty, ownership and accountability”

“Quick to move on, quickly bored, often resulting in frustration and impatience. Although this also brings a sometimes clear view of what Millennial guest find important when travelling”

Different generations

Generation Y: Born between early 1980s to the early 2000s. (Approx Between 15 - 30 years, 25. 5% of world

population )

Generation X: Born between early 1960s to the early 1980s(Approx Between 31- 50 years, 21% of world population)

Baby boomers: Born between 1946 and 1964

(Aprrox Between 50- 68 years, 19% of world population)

Silent Generation/Traditionalists: Born approximately between 1928 and 1945; (4,5 % of world population)

Generation YBecause Y not?

Their Strengths

Integrating Paradoxes

Collaborative/ Team players

Appreciative

Connected/ Technically savvy

Ambitious

Making the most of strengths

Integrating paradoxesWhy choose?

Do not make them chooseThey want it all and they find the way to get it. Even if it’s not with your company

Use this for innovation and creative thinkingYou might have seemingly conflicting goals in your hotel brainstorm with your Y’s. You may not have to choose either.

Embracing paradoxes is the art of balancing opposites.

http://www.hbs.edu/faculty/Publication%20Files/11-110.pdf

Resource

Collaborative/ team players: Group 1Appreciative: Group 2Connected/ Technically savvy: Group 3Ambitious: Group 4

What can you do to build on their strengths to your and your dept. advantage?

Making the most of strengths

Collaborative/ Team playersWhy not together?

Give common goals to a team of people, instead of individual targets. They are more collaborative then competitive. Get buy in for KPI’s through team goals.

Agree on financial goals, when possible, rather than present them as given. If the targets are set and you cannot change them, at least debate them. Engage Ys in building the strategy for achieving those goals. Encourage them to set higher goals.

Encourage working in projects in your propriety. You have the targets, create a team, build a strategy, and be a team coach, rather then a boss.Instill excellent working relationships with colleagues and managers in the departmentCreate a team space break out areas Sport and social facilities/ activities as Gen Y is a sporty and social generation.Create a more casual environment

Making the most of strengths

AppreciativeWhy not build on my strengths?

Give feedback all the time, with focus on positive!It’s not that Y’s are very sensitive of constructive criticism, they tend to take it honestly and openly. However, they want to build on strengths rather then developing a new skill from 0.

Say: “thank you for….!”Not just because it’s polite. Know what you are thanking for

Making the most of strengthsConnected/ Technically savvyWhy not share?

Are you looking for someone or want to recruit somebody? They know a guy. Being so connected makes them very good and finding all kinds of resources .

Most Y’s have big networks of people on social media and not only. Spreading the word is something that they could do easily. Engage all your Y’s in actively promoting your hotel, events, opportunities, through their respective networks.The Social Media Revolution

Reverse mentoring

Through their ease and comfort with technology, invite them to help your organization change, innovate, and grow. Involve them in posting business success on H360 or other ways to share business success on line.

https://www.youtube.com/watch?v=0eUeL3n7fDs

Making the most of strengthsAmbitiousWhy not exceed?

Help Y’s achieve clarity of the company’s financial goals

Give freedom in creating the own strategy/process

Provide the support/tools they need to achieve and exceed goals

Set goals that are not only achievable but also could be exceeded in the way they are formulated. (targets like “100% compliance” are not challenging more then once)They seek meaning and demand a constant intellectual challenge. Link achieving the business goals to a sense of meaning and a way to challenge them.

Main ThreatsEasily boredReluctant of authorityChallenging the status quo (Generation Why?)

Flipping ThreatsEasily Bored/DistractedWhy follow through?

Encourage own initiative and independent thinking when issues need to be solved. Gamification – Turn achieving goals into captivating games

Slides? Why not Zoom- in

www.prezi.com www.reveal.js www.impress.js

http://mashable.com/category/gamification/

Storytelling – Presentations should either contain stories and metaphors or at least use storytelling tools

Flipping ThreatsReluctant of authorityWhy should I do what you say?

Debate. Ask: “This is our challenge. What do you think we should do?” Then, use healthy debate to reach a common goal

Engage. Involve Y’s in creating the targets/incentive schemes and strategies. If they contributed to the “rules” they are more likely to respect them

Flipping Threats

Challenging the status quoWhy?

Use coaching to guide your Y’s to make positive changes in the company

Always ask: “What would you do different?”

Leave space/create the context for positive change

Manage the process being mindful of change resistant team membersArticle

http://www.businessballs.com/changemanagement.htm

Main Motivators

Desire to

experience new jobs

Contribution

Autonomy

Mastery

Recognition

What activities/tasks can you implement to tap into their motivators?

Contribution Group

1

Autonomy Group 2

Mastery Group 3

Recognition Group 4

Using the Motivators

Contribution

Let them know how their tasks/objective/fits in with the

company’s goal

Don’t forget the company’s vision and mission, how does your Y

contribute to that

Refer to how they impact and create the experiences of guests

Corporate responsibility will reign. Millennials will take their

social values with them to the top. Commitment to causes will be

deeply imbedded into their company’s work.

Reference to Sustainability and Travel with Purpose and how

they make a contribution

Using the Motivators

Autonomy

Clarity of the goal

Engagement on the objectives

Autonomy in building the

strategy/process

Right tools and support as

needed

Be stingy with micro management, delegate projects rather then tasks. Keep in mind your individual’s level of

development and type of support vs. autonomy required.

Using the Motivators

Mastery

Gen Y’s want to be used for what they are good at now!

Second focus is to learn or improve on weaker areas.

Coach and mentor. Help a Y find and develop his strengths and he

will use them to achieve your goals.

Find improvement areas. Be careful, if a Y does not want/feel the need

to develop a certain skill, he will not do it. Y’s rarely strive for

perfection. They want to get better at things that are important to

them.

Trial and error. Create a safe space for trial and error with providing

the right level of support. In getting mastery Y’s go for trial & error

more then for theories. They understand the importance of experiential

learning and they fear failure less.

Using the Motivators

Recognition

Use the Hilton Recognition Tools: Recognition matters

Create the context for your “Y” to shine

Find out what the “Y” wants to be recognized as

Be honest in your recognition

Video

http://www.ted.com/talks/dan_ariely_what_makes_us_feel_good_about_o

ur_work?utm_source=newsletter_daily&utm_campaign=daily&utm_mediu

m=email&utm_content=quote__2014-03-14

From the generation Y perspective

Summary: Create the context

Assign projects to teams instead of targets to individuals

Link KPI’s to team targets

Present the KPI achievement as a challenge

Ask: What would you do different?

Coach and mentor rather then direct

Use dialog instead of commanding

Create the context, clarify goals, offer support, involve Ys in building

strategies and processes.

Focus on strengths & Develop their skills

Use gamification and storytelling

Allow your Y to shine

Remember the Hilton’s mission and vision. Your Y does.

Always be ready to answer “Why?”

Foster innovative thinking

Make a positive contribution to society

Summary: Create the context

Assign projects to teams instead of targets to individuals

Link KPI’s to team targets

Present the KPI achievement as a challenge

Ask: What would you do different?

Coach and mentor rather then direct

Use dialog instead of commanding

Create the context, clarify goals, offer support, involve Ys in building

strategies and processes.

Focus on strengths & Develop their skills

Use gamification and storytelling

Allow your Y to shine

Remember the Hilton’s mission and vision. Your Y does.

Always be ready to answer “Why?”

Foster innovative thinking

Make a positive contribution to society

Individual exercise:

What will be the 3 actions you will implement to

engage your Gen Y team members in your hotel/

departmental KPI’s?