Trends, Product and Industry Insights to Help Create Your HR Tomorrow, Today.

Creating a Four-Star HR Experience

We Are Hospitality

I recently stayed at a leading global hotel chain and marveled at its guest service. For example, when my uncle came to dinner wearing his Vietnam Vet hat, the waitstaff thanked him for his service and said his meal was ‘on the house.’ This experience left a lasting impression. So when their VP of Digital HR and Strategic Planning spoke on a recent webcast, I listened to hear the secret behind the hospitality leader becoming one of the top companies to work for. The answer, simply put, is their people.

Super Woman in a “Superjob”

This executive is ‘described as a super woman in a super job,’ and leads the hotel chain’s HR systems, services, and social collaboration channels—including careers—for 400,000 team members globally. As the webcast hosts pointed out, “superjobs” combine multiple traditional jobs into integrated roles that use AI and other technologies to improve performance. This particular executive’s “superjob” is bringing her wealth of IT and project management experience to digitally transform the hotel chain by:

  • Centralizing HR on Oracle HCM Cloud from PeopleSoft and other legacy systems
  • Streamlining/automating HR processes to take administrative tasks off HR’s plate
  • Enabling team members with secure mobile tools to manage HR and other tasks on the go
  • Providing guided learning—and soon chatbots—for team members to easily self-serve and cut down on support calls
  • Empowering managers and HR with ‘hire-to-retire’ insight to make informed decisions

Big Bang Theory

The executive is a true visionary, leading her team (50-100 people in 3 locations) through a ‘big bang’ HCM transformation in only 18 months. When she says ‘transformation,’ she means it. The core team, supported by her network of change champions, implemented TMX (Team Member Experience), their internal name for Oracle HCM Cloud, across 80,000 team members at 300 properties. Phase I of the project includes: Core HR, Payroll, Absence, Time and Labor, Performance, Talent, and Compensation.

Hilton rises to the top with Oracle HCM Cloud

Lessons Learned to Fast-track Success

When asked for her top best practice, the executive remarks that, “Getting the business fundamentals right first so cloud can enable and elevate your HR processes” is key. She also advises organizations to build in more time for GL and other integrations (they had 75 integrations).

Other key success factors include:

  • An agile team approach with parallel pathing and adopting the latest software updates
  • A mobile-first mindset so team members have HR tools that are as good as their personal apps
  • An ethos of making decisions to keep moving forward with the support of change champions

The executive also underscores the smoothness of the Oracle partner experience and pushes hard to make TMX engaging and easy-to-use and to elevate HR’s role. She appreciates Oracle’s and their partners’ constant innovation in helping her achieve these goals.

What’s Next?

The customer is expanding the use of Oracle HCM Cloud globally and pioneering a new chatbot feature to provide team members with an interactive experience for HR tasks. She’s also adopting more guided learning, mobile enhancements, and responsive modules to give the hotel chain’s team members an optimal experience anytime, anywhere, on any device.

Learn More

Want to create a similar experience for your HR organization like our hospitality client? Check out Oracle HCM Cloud today and speak to one of our experts. 

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