HVMG Outperforms Industry Benchmarks in Turnover, Belonging, and Well-Being

The Opportunity

HVMG faced a common but critical challenge in the hospitality industry: how to gather meaningful feedback from a widely dispersed workforce, particularly hourly associates who represent the majority of their team. With operations spread across more than 50 locations throughout the country, and many employees lacking work-assigned phones or email addresses, traditional survey methods weren't sufficient.

The organization needed an innovative approach that could reach every associate, regardless of their role or access to technology. They recognized that truly understanding their workforce required breaking down these technological barriers to create an inclusive feedback system that could reach all employees.

The Solution

HVMG developed a comprehensive listening strategy that prioritized accessibility and actionability. After an extensive vendor selection process, involving detailed scorecards and system reviews, HVMG implemented a multi-channel survey communication approach that included email, text messaging, and QR codes. This combination of technologies ensured that every associate had a convenient way to participate in the feedback process.

The organization structured its listening program around three key areas: Engagement, Well-Being, and Belonging. To ensure feedback led to action, they adopted Perceptyx’s "1-2-3 Methodology" that simplified the process: identify 1 actionable item, develop 2 specific actions to address it, and conduct 3 follow-up check-ins to monitor progress.

The response to employee feedback was equally comprehensive. They launched Calm, a mental wellness app, as a free benefit for associates and their family members. At the corporate level, they revitalized their Grassroots Committee with representatives from each department to plan initiatives addressing survey findings. Individual hotels developed location-specific action plans, with 90% focusing on improving two-way communication and recognition programs.

The Impact

HVMG's transformed approach to employee listening delivered results across all key metrics. Their well-being scores surpassed the Perceptyx benchmark by more than 11 points, while their belonging scores exceeded the benchmark by over 6 points. Even in areas where year-over-year improvements were modest, such as engagement, they still outperformed industry benchmarks by more than 4 points.

These improvements in employee experience translated into tangible business outcomes. HVMG's turnover rate tracked 2% below the Bureau of Labor Statistics average for the Hospitality & Leisure industry, a significant achievement in a sector known for its high turnover. Their scores on intent-to-stay measures exceeded the Sub-sector Accommodation Benchmark, validating their comprehensive approach to employee engagement.

The success of their community initiatives, such as the corporate team's volunteer event at a local food bank farm, demonstrated how listening and action could create positive impacts beyond the workplace. These activities, born from employee feedback, helped strengthen team bonds while contributing to their communities.