Owner Support

Communication

100

Where can you see Corporate messaging communicated to all employees?

HCVInnsite.com

200

Can you name 5 ways Owner Support key initiatives communicated to the employees?

Microsoft Teams

• QUIC posts/updates, email, the department’s newsletter, and in the Owner Support town halls, leadership meetings, and pre-shift meetings

300

What are two ways Customer Satisfaction performance distributed to the entire department?

• Customer satisfaction and Voice of Customer (VOC) is communicated to the entire department through the department’s quarterly town halls, emailing the post-call dashboard to managers and supervisors, and Kudos through Teams channel (for exceptional customer feedback)
• The Dashboard is distributed weekly by end-of-day Monday and includes quantitative analysis and qualitative insights provided by the Customer Experience Department.

400

Daily Double

How is first call resolution (FCR) reported by the supervisor team out to the floor and how often?

• First call resolution is discussed in the quarterly town halls by the leadership team, it’s discussed weekly in leadership/management teams, it’s also shared weekly through the Post-Call Dashboard survey that is shared with the supervisors. Supervisors then use this in their coaching sessions and coaching documentation weekly. FCR is used to evaluate performance and identify areas of improvement to optimize the individual agents.

500

Where do agents search for alerts or important notices (policies, updates, announcements)?

• Communication team and/or Comm HUB add alerts to Teams General Channel and/or Compass/Agent View which is accessible to all agents and triggers notifications to agents. For easy review, agents can go to the Microsoft Teams General Channel and review all alerts. Teams also indicates the “Last Read Message” so agents are able to easily locate all new alerts.  In Agent View, important alerts for a resort are noted with a red exclamation point.

Rewards & Recognition

100

What rewards are driven by voice of customer every month?

The Club uses the TOP Awards to reward agents for positive customer feedback.

The Owner's Pick Award

200

What other way can a customer recognize a team member for great customer service?

Kudos. 

300

What prize does an employee receive for the Top award or Kudos?

Orange at heart points

400

What is Orange at Heart?

Points to be used to purchase items, gift cards or points for a vacation.

500

What reward program does the company have for team members to experience a resort?

Club Go

Voice of Employee/Engagement

100

How is the Voice of Employee communicated out to the floor?

• Leadership responds to QUIC suggestions about implementing new ideas or activities through the Microsoft Teams Club Circle Eight Channel. It may also be communicated out through the Club Connect Newsletter, emails, and the department’s town halls.

200

Does HICV administer an employee engagement survey annually?

• There is an employee engagement survey given yearly in October (with the exception of it being paused in 2020 due to COVID; it will begin again October 2021).  It asks questions about management support, tools to do your job, belief in upper management and the direction of the company, feeling communicated to, career progression opportunities, compensation, etc. and allows employees to confidentially  submit their feedback.

300

What is a name of a committees where employees can participate in process improvement?

• The Owner Support Department has “Focus Groups” that consists of agents and leadership with the purpose of voicing opinions, offering suggestions, and giving feedback based on the topic of the group. The employees are sent a signup form that includes several subjects that they can select as an area of interest.  Leadership reviews and selects agents for participation.  Focus groups meet based on needs and timeline and participants can be rotated in/out based on timing, scheduling, and subject.  

400

What is the name of the program for career progression

The Pathways Program

500

How can employees submit ideas to improve service and quality?

Employees with ideas/suggestions can submit through QuIC forms

Training

100

What tool can you use to understand the customer journey online?

HICV website

200

What are the 7 steps to a customer journey?

Awareness Decision

Pre-arrival Arrival Stay

Departure Return

300

What are some ongoing management training for leaders?

• (vision, relationship building, change management). Leaders are offered various ALD courses: Crucial Conversations, Communicating with Impact, Coaching for Peak Performance, DiSC, Targeted interviewing using DDI, etc

400

Name some additional ongoing training for agents that cover communication styles, human behaviors, etc.?

• : Stay Real, 7-Habits of Highly Effective People, Your Continuous Improvement Journey Introduction (LEAN Training), Communicating with Impact, and New Ambassador Service Training.

500

What are some of the ways new-hire training emulate the customer journey?

• Training includes:
• Club Journey Training
• Property Tour
• Call Journey
• Agent Mock Customer Calls (Agents calling into the phone line)

Process Improvement

100

What is the name methodology used for process improvement?

LEAN Methodology

200

• What practice are these 3 items used for?
• Think from the customer perspective
• Use system thinking
• Make things visible

• The 3 main anchors of Lean 

300

What do we use to focuses on the customer, the elimination of waste, and the flow of processes.

Lean

400

•  What does a supervisors/managers – uses to capture feedback from regarding agent performance

coaching forms

500

• What group is helping us reducing waste, eliminating duplicated material, and making it easier to locate information

New OneNote Focus Group