1. Maintaining Motivation for Outstanding Customer Service Fiona Vasic – Human Resources Manager Sheraton Towers Southgate

2. The next 20 minutes…  Visualization exercise  Basics of our Customer Care Program  Motivational Tools  Reward and Recognition  Performance Management  Satisfaction Measures  Benefits

4. Starwood Cares Our Distinguished Service Culture A powerful phrase that represents our obsession to win our guest through genuine care and triumph over our competitors.

5. Starwood Cares Our Distinguished Service Culture Caring for Associates Caring for Guests Caring for the Business

6. The Service-Profit Chain Associate Satisfaction Guest Satisfaction Revenue Growth Caring for Associates Caring for Guests Caring for the Business

7. S - Smile and Greet T - Talk and listen A - Answer and Anticipate R - Resolve Starwood Cares Phase One Caring for the Basics

9.  Care Shares Program  Blitzes  Quarterly Care Champions (Briefings)  Champion of the Year  Length of Service Program  ‘Thank You’ Board  Letter from GM  Monthly GMs Lunch  Well Being Day  Christmas Party Reward & Recognition

10.  New Associate Training Profile  Certification  Ongoing Training  Annual Appraisal  Mentor Program  Manager’s Big Five  360 degree feedback  StarwoodOne Intranet Website Performance Management

11.  Guest Satisfaction Index (GSI)  Associate Satisfaction Index (ASI) Pride Company Culture  Employer of Choice Satisfaction Measures

12.  Accommodation Discounts  F & B Discounts  Internal promotions/transfers  Multi-skilling  EBA – no casual labour  Corporate Medical Insurance Plan Benefits

13. Questions ?