CLIENT
INDUSTRY
Hospitality
FEATURING
Workforce transformation
Listen Platform
31%
increase in survey response rates, due to ease of taking survey and question relevance
43%
increase in number of colleagues who agree that leaders took constructive action as a result of their feedback
6%
average increase in colleague experience satisfaction for leaders who chose a focus area and took action
A listening strategy that builds employee trust in the business and maintains a culture of care
Interview with
Carlee Wolfe
Associate Vice President, Leader Development and Organizational Effectiveness,
Hyatt
What was the challenge?
“During the COVID-19 pandemic, we identified a need for more two-way listening by gathering feedback from our colleagues in a more agile and frequent way. We began administering quarterly pulse surveys as part of our Colleague Experience Listening Strategy to help collect feedback on top-of-mind topics such as well-being, workload and leadership effectiveness. This helped us gain a deeper understanding of what was working well for our colleagues and what needed to change. Our outcome: Empower leaders with survey result data to act on their team’s specific needs and priorities.”
Describe the solution delivered by the PwC community of solvers?
“Our people are truly what set us apart from our peers. Leaders are instrumental in cultivating a workplace where people feel cared for and can be their best selves at work. With PwC’s help, we designed a continuous listening strategy that supports leaders in creating an environment that is healthy, happy and fulfilling for their teams. Using Listen Platform, a PwC product, Hyatt leaders selected focus areas based on their team’s specific needs. Their teams were then sent customized pulse surveys to gather real-time feedback within these focus areas to help leaders drive action plans that enhance both the colleague and guest experience at Hyatt.”
How does the solution blend the strengths of technology and people?
“Survey outcomes are easily accessible within the Listen Platform, allowing our leaders to review results and build improvement plans using custom dashboards. Leaders can also have the ability to select and measure focus areas that are most meaningful for their team. The platform’s resources help us further enhance Hyatt’s culture of care — which at its core starts with listening and empathy — as well as improve employee satisfaction and better predict future turnover using data and insights.”
Where or how did innovation and unexpected ways of thinking come into play?
“PwC’s design strategy and Listen Platform helped us reimagine what’s possible for our leaders and colleagues. This approach created more accountability among leaders, enabling them to track the actions taken after receiving employee feedback and measure progress along the way. The results tell us that this is working. Since implementation, we’ve seen an increase in the number of colleagues who say they’ve seen meaningful changes resulting from their feedback in previous surveys. This suggests that leaders are listening, actively engaging their teams and making progress toward their chosen focus areas to advance care for and build trust among their teams and colleagues.”
LISTEN PLATFORM, A PwC PRODUCT
Stop waiting. Start listening to your workforce and building better experiences.
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*The term “Hyatt” is used in this case study for convenience to refer to Hyatt Hotels Corporation and/or one or more of its affiliates. The term “colleague” is used in this case study to refer to those individuals working at Hyatt’s corporate and regional offices and Hyatt’s managed, franchised, owned, and lease properties (only portion of whom are employed by Hyatt).
