ENGAGE2015: Jenny Lovely, Director of Global Interal Communications at Marriot Vacations Worldwide, on employee engagement and communications with a dispersed workforce. For more on the conference, visit guidespark.com/engage2015/. Follow GuideSpark on Twitter, LinkedIn and Facebook for up-to-date news.

1. © Copyright 2015, Marriott Vacations Worldwide Corporation. All rights reserved. MARRIOTT VACATIONS WORLDWIDE CONFIDENTIAL
AND PROPRIETARY INFORMATION. The contents of this material are confidential and proprietary to Marriott Vacations Worldwide
Corporation and may not be reproduced, disclosed, distributed or used without the express permission of an authorized representative of
Marriott Vacations Worldwide. Any other use is expressly prohibited.
Reaching
a
Dispersed
Workforce
Engage2015
Jenny
Lovely
Director,
Internal
CommunicaHons
MarrioT
VacaHons
Worldwide

2. 103"MARRIOTT VACATIONS WORLDWIDE CONFIDENTIAL AND PROPRIETARY INFORMATION.
Who/What
is
MarrioJ
Vaca>ons
Worldwide?
• MarrioT
VacaHons
Worldwide
CorporaHon
(NYSE:
VAC)
is
the
leading
global
pure-­‐play
vacaHon
ownership
company.
• Through
a
spin-­‐off
in
late
2011,
MarrioT
VacaHons
Worldwide
was
established
as
an
independent,
public
company
focusing
primarily
on
vacaHon
ownership
experiences.
• The
company
preserves
high
standards
of
excellence
in
serving
its
customers,
investors
and
associates
while
maintaining
a
long-­‐term
relaHonship
with
MarrioT
InternaHonal,
Inc.
• MarrioT
VacaHons
Worldwide
offers
a
diverse
poreolio
of
quality
products,
programs
and
management
experHse
with
more
than
60
resorts
and
more
than
415,000
Owners
and
Members.
• The
company
celebrated
its
30th
Anniversary
in
2014.
• Our
brands
include:
MarrioT
VacaHon
Club,
The
Ritz-­‐Carlton
DesHnaHon
Club
and
Grand
Residences
by
MarrioT.

3. 104"MARRIOTT VACATIONS WORLDWIDE CONFIDENTIAL AND PROPRIETARY INFORMATION.
Our
Brands

4. 105"MARRIOTT VACATIONS WORLDWIDE CONFIDENTIAL AND PROPRIETARY INFORMATION.
What
do
we
do?
§ Sell
vacaHon
ownership
products,
§ Manage
resorts
and
provide
services
for
Owners
and
Members,
§ Finance
consumer
purchases
of
vacaHon
ownership
products,
§ Rent
vacaHon
ownership
inventory.
MVW
Mission
Statement:
Deliver
UnforgeTable
Experiences
That
Make
VacaHon
Dreams
Come
True!

5. 106"MARRIOTT VACATIONS WORLDWIDE CONFIDENTIAL AND PROPRIETARY INFORMATION.
Industry
Leading
0 5,000 10,000 15,000 20,000 25,000
Number of units
Luxury
Upper
Upscale
Upscale
Upper
Midscal
e
Number of units
0 5,000 10,000 15,000 20,000
Source: Company filings and Vacation Ownership World Magazine, April 2011."
25,000

6. 107"MARRIOTT VACATIONS WORLDWIDE CONFIDENTIAL AND PROPRIETARY INFORMATION.
Associate
Demographics
30%
do
not
have
access
to
computers

7. 108"MARRIOTT VACATIONS WORLDWIDE CONFIDENTIAL AND PROPRIETARY INFORMATION.
Poll
How
many
of
you
have
a
similar
challenge
of
communica>ng
to
employees
not
in
front
of
the
computer?
• Yes
• No

8. 109"MARRIOTT VACATIONS WORLDWIDE CONFIDENTIAL AND PROPRIETARY INFORMATION.
Challenges
Dispersed
Associates
• Access
• Limited
resources
• CompeHng
prioriHes
• Language
barrier
• Limited
opportuniHes
to
receive
informaHon
MarrioT’s
Ko
Olina
Beach
Club

9. 110"MARRIOTT VACATIONS WORLDWIDE CONFIDENTIAL AND PROPRIETARY INFORMATION.
Challenges
Dispersed
Managers/Supervisors
• CompeHng
prioriHes
• NavigaHon
of
informaHon
• Comprehension
of
material
• Inconsistent
delivery
• PotenHally
limited
communicaHons
skills
MarrioT’s
Ko
Olina
Beach
Club

10. 111"MARRIOTT VACATIONS WORLDWIDE CONFIDENTIAL AND PROPRIETARY INFORMATION.
Reaching
the
Hard-­‐to-­‐Reach
“CommunicaHons
Infrastructure”

11. 112"MARRIOTT VACATIONS WORLDWIDE CONFIDENTIAL AND PROPRIETARY INFORMATION.
Why?
CommunicaHons
Infrastructure
Who?
When?
What?
Where?
How?

12. 113"MARRIOTT VACATIONS WORLDWIDE CONFIDENTIAL AND PROPRIETARY INFORMATION.
CommunicaHons
Infrastructure
Who?
When?
What?
Where?
How?
Why
are
we
doing
this?
Why
do
associates
need
this
informa>on?
Why?

13. 114"MARRIOTT VACATIONS WORLDWIDE CONFIDENTIAL AND PROPRIETARY INFORMATION.
CommunicaHons
Infrastructure
Why?
When?
What?
Where?
How?
Who
is
our
target
audience?
Is
there
more
than
one
audience?
Where
are
they
located?
What
languages
do
they
speak?
What
level?
Who?

14. 115"MARRIOTT VACATIONS WORLDWIDE CONFIDENTIAL AND PROPRIETARY INFORMATION.
CommunicaHons
Infrastructure
Why?
Who?
When?
Where?
How?
What
are
we
trying
to
communicate?
What
is
the
content?
What s
changing?
What
are
the
non-­‐nego>ables?
What?

15. 116"MARRIOTT VACATIONS WORLDWIDE CONFIDENTIAL AND PROPRIETARY INFORMATION.
CommunicaHons
Infrastructure
Why?
Who?
What?
Where?
How?
When
is
[fill
in
the
blank]
happening?
When
to
communicate?
When?

16. 117"MARRIOTT VACATIONS WORLDWIDE CONFIDENTIAL AND PROPRIETARY INFORMATION.
CommunicaHons
Infrastructure
Why?
Who?
When?
What?
How?
Where
will
content
be
located?
Where
to
go
to
ask
ques>ons?
Where?

17. 118"MARRIOTT VACATIONS WORLDWIDE CONFIDENTIAL AND PROPRIETARY INFORMATION.
CommunicaHons
Infrastructure
Why?
Who?
When?
What?
Where?
How
will
associates
receive
content?
How
will
associates
know
when
to
take
ac>on?
How
will
associates
interpret
content?
How?

18. 119"MARRIOTT VACATIONS WORLDWIDE CONFIDENTIAL AND PROPRIETARY INFORMATION.
SoluHon:
“How?”
• Branding
• Email
• Videos
• Resources
for
Managers
How?

19. 120"MARRIOTT VACATIONS WORLDWIDE CONFIDENTIAL AND PROPRIETARY INFORMATION.
Resources
for
Managers

20. 121"MARRIOTT VACATIONS WORLDWIDE CONFIDENTIAL AND PROPRIETARY INFORMATION.
Resources
for
Managers
“Benefits
in
a
Box”

21. 122"MARRIOTT VACATIONS WORLDWIDE CONFIDENTIAL AND PROPRIETARY INFORMATION.
Poll
How
many
of
you
have
employees
whose
primary
language
is
not
English?
• I
do
• I
do
not

22. 123"MARRIOTT VACATIONS WORLDWIDE CONFIDENTIAL AND PROPRIETARY INFORMATION.
Resources
–
Videos

23. 124"MARRIOTT VACATIONS WORLDWIDE CONFIDENTIAL AND PROPRIETARY INFORMATION.
Resources
-­‐
Intranet

24. 125"MARRIOTT VACATIONS WORLDWIDE CONFIDENTIAL AND PROPRIETARY INFORMATION.
• The
materials
were
a
big
hit
this
year,
we
had
several
comments
from
proper4es
that
the
benefits
in
a
box
were
helpful
to
get
them
started.
• Videos:
Again,
good
comments
that
the
videos
were
available
direct
via
text/smart
phone
without
having
to
find
a
network
computer
(or
access
via
MyMVWHR
with
a
password).
Videos
were
straight
forward,
to
the
point
and
called
associates
to
ac4on
to
enroll
(or
make
benefits
decisions).
• Website
was
well
organized.
• Checklists
for
managers
and
associates
were
a
big
win.
Feedback!

25. 126"MARRIOTT VACATIONS WORLDWIDE CONFIDENTIAL AND PROPRIETARY INFORMATION.
Benchmark
Achievements
Associate
Engagement
Survey:
• ParHcipaHon
=
96%
• Engagement
Score
=
84%
Guest
Sa>sfac>on
Scores:
• 2012
=
88.0%
• 2013
=
88.9%
• 2014
=
90.3%

26. 127"MARRIOTT VACATIONS WORLDWIDE CONFIDENTIAL AND PROPRIETARY INFORMATION.
Video – Social Media Guidelines!
Social
Media
Guidelines
Video
Now
Available
• TranslaHons:
English
and
Spanish
• Short
-­‐
4
minutes
It
is
extremely
important
that
our
Social
Media
Rules
of
Conduct
and
Guidelines
are
shared
with
all
associates
so
we
can
conHnue
to
protect
our
company’s
name
and
reputaHon
https://mvw.a.guidespark.com/videos/5745

27. 128"MARRIOTT VACATIONS WORLDWIDE CONFIDENTIAL AND PROPRIETARY INFORMATION.
DEMO - ENGLISH!

28. 129"MARRIOTT VACATIONS WORLDWIDE CONFIDENTIAL AND PROPRIETARY INFORMATION.
DEMO - SPANISH!

29. 130"MARRIOTT VACATIONS WORLDWIDE CONFIDENTIAL AND PROPRIETARY INFORMATION.
Summary!

30. 131"MARRIOTT VACATIONS WORLDWIDE CONFIDENTIAL AND PROPRIETARY INFORMATION.
QuesHons?

31. 132"MARRIOTT VACATIONS WORLDWIDE CONFIDENTIAL AND PROPRIETARY INFORMATION.
Thank
you