On this panel Steve Gordon, Duke Witte, and Patrick Flynn will discuss the long term benefits of being a CenterBridge user and the inherent advantages of having multiple years of historical reference in CenterBridge to draw from when planning. By: Hyatt Hotels & Resorts, Steve Gordon , Wyndham Hotel Group, Duke Witte, and Liberty Mutual Insurance, Patrick Flynn:

1. THE BENEFITS OF
CENTERBRIDGE IN THE
LONG-TERM
By: Wyndham Hotel Group, Duke Witte,
Hyatt Hotels & Resorts, Steve Gordon, and
Liberty Mutual Insurance, Patrick Flynn
© 2012 Bay Bridge Decision Technologies, Inc. All Rights Reserved. Proprietary and Confidential
© 2012 Bay Bridge Decision Technologies, Inc. All Rights Reserved. Proprietary and Confidential 1

2. Introduction
 Duke Witte, Director of Resource Planning &
Management at Wyndham Hotel Group
 CenterBridge user since 2002
Presented by
Duke Witte CCOM, CWPP
Director, Resource Planning & Management
© 2012 Bay Bridge Decision Technologies, Inc. All Rights Reserved. Proprietary and Confidential 2

3. Pilot
 Began with a “pilot” of a single hotel brand
 Proved technology worked
– Easier
– Quicker
– More accurate
 Rolled out to other call groups-2003
Presented by
Duke Witte CCOM, CWPP
Director, Resource Planning & Management
© 2012 Bay Bridge Decision Technologies, Inc. All Rights Reserved. Proprietary and Confidential 3

4. Over the Years
 Integrated other groups into CenterBridge
 Consolidated multiple brands into single environment
 Modeled several technology investments
 Modeled “optimal service”
 Executive buy in
 Saved millions over the years
Presented by
Duke Witte CCOM, CWPP
Director, Resource Planning & Management
© 2012 Bay Bridge Decision Technologies, Inc. All Rights Reserved. Proprietary and Confidential 4

5. Current Focus
 Do More or the same with fewer resources
– AHT shrinking, service objective movement, outsource
strategy, etc…
– Freeing up $ for IT or Marketing
 Looking to model more groups into CB
– Control labor and Service Delivery
Presented by
Duke Witte CCOM, CWPP
Director, Resource Planning & Management
© 2012 Bay Bridge Decision Technologies, Inc. All Rights Reserved. Proprietary and Confidential 5

6. Future Expectations
 Similar exercises
– Cut Cost, increase efficiency,
 Non Voice Groups
 Universal Agent Concepts
 Corporate Groups
 More Rigor
Presented by
Duke Witte CCOM, CWPP
Director, Resource Planning & Management
© 2012 Bay Bridge Decision Technologies, Inc. All Rights Reserved. Proprietary and Confidential 6

7. Impact to Business
 Reduced flaws due to Erlang, Schedule Inflexibility,
etc…
 Removed “place holder/sandbagging”
 Created 1 set of numbers vs. multiple
 Buy in to output with consistent accuracy
– If you do this, it will cost you this, save you that, etc..
 Exposure to other groups
 Reduced staffing in RPM
Presented by
Duke Witte CCOM, CWPP
Director, Resource Planning & Management
© 2012 Bay Bridge Decision Technologies, Inc. All Rights Reserved. Proprietary and Confidential 7

8. Introduction- About Hyatt Corporation
 We are a global hospitality company with widely recognized,
industry leading brands and a tradition of innovation developed
over our more than fifty-year history. Our mission is to provide
authentic hospitality by making a difference in the lives of the
people we touch every day. We focus on this mission in pursuit of
our goal of becoming the most preferred brand in each segment
that we serve for our associates, guests, and owners. We support
our mission and goal by adhering to a set of core values that
characterizes our culture.
 We manage, franchise, own and develop Hyatt branded hotels,
resorts and residential and vacation ownership properties around
the world. As of November 31, 2011, our worldwide lodging
portfolio consisted of approximately 415 branded properties.
 In 2011, our two domestic call centers handled 8.4 million calls
totaling over 30 million minutes.
Presented by
Stephen Gordon, CWPP
Manager of Resource Intelligence
© 2012 Bay Bridge Decision Technologies, Inc. All Rights Reserved. Proprietary and Confidential 8

9. About the Presenter
•Born, raised and residing in Omaha, Nebraska
•Employed by Hyatt Corp. for the last twelve years
•Involved in Workforce Management for the last ten years
•CenterBridge user since 2006
•TotalView user since 2010 eWFM from 2002-2010
•Certified Workforce Planning Professional by the SWPP since 2008
•SWPP Board Member since August 2011
Presented by
Stephen Gordon, CWPP
Manager of Resource Intelligence
© 2012 Bay Bridge Decision Technologies, Inc. All Rights Reserved. Proprietary and Confidential 9

10. Advantages of Long-term Use
 Single Source of Reliable Data On…
• Shrinkage Information
• Call Volume Information
• Hiring/Attrition
• Staff Levels
• Financials
 Data by type weekly and monthly
• Six Years of Data which allows
 Trending of Seasonality Over Time
 Benchmarking
 Sanity Checking
 High Level Summation
Presented by
Stephen Gordon, CWPP
Manager of Resource Intelligence
© 2012 Bay Bridge Decision Technologies, Inc. All Rights Reserved. Proprietary and Confidential 10

11. Personal Market Customer Response Center
The Long Haul…with a Short Attention Span
 The horse is dead…Stop beating it! Trust your setup!
• Test the calculation…
• Have faith in the math and calculations
• Refinement of inputs – holiday shrink
Presented by
Patrick Flynn
Forecasting & Capacity Planning Manager
© 2012 Bay Bridge Decision Technologies, Inc. All Rights Reserved. Proprietary and Confidential 11

12. For better or worse…Paw’dner with your stakeholders
 Setting expectations on service level
 Balanced service level approach
 Setting Shrinkage Budget
Presented by
Patrick Flynn
Forecasting & Capacity Planning Manager
© 2012 Bay Bridge Decision Technologies, Inc. All Rights Reserved. Proprietary and Confidential 12

13. So…What is in the Black Box?
 Supply vs. demand throughout the year
 Local Sales Office Support
• Evenings
• Weekends
 1 Shift Bid versus 3 shift bids
Presented by
Patrick Flynn
Forecasting & Capacity Planning Manager
© 2012 Bay Bridge Decision Technologies, Inc. All Rights Reserved. Proprietary and Confidential 13

14. So…What is in the Black Box?
 Supply vs. demand throughout the year
 Local Sales Office Support
• Evenings
• Weekends
 1 Shift Bid versus 3 shift bids
Presented by
Patrick Flynn
Forecasting & Capacity Planning Manager
© 2012 Bay Bridge Decision Technologies, Inc. All Rights Reserved. Proprietary and Confidential 14