CASE STUDY: Concord Hospitality
- Increasing employee engagement and productivity with streamlined onboarding experience
- Achieving high adoption among workforce because of easy-to-use, flexible technology
- Providing HR teams, managers, and executives with the power of cohesive HCM reporting
NUMBER OF EMPLOYEES
COMPANY PROFILEConcord Hospitality Enterprises Company, an award-winning hotel management and development company based in Raleigh, N.C., manages more than 80 hotels, offering more than 11,000 guest rooms in North America. The company operates hotels and resorts under such well-known brands as Marriott, Hilton, Hyatt, Starwood, IHG, and Choice Hotels, as well as select independent boutique hotels. Formed in 1985, Concord properties have won several top honors for operating and development excellence.
THE CHALLENGESPreviously, Concord Hospitality had 80 individual business units in the U.S. and Canada with different methods and processes for talent acquisition. After Debra Punke moved into the role of vice president of human resources, she realized she had an opportunity to deliver a range of business efficiencies and strengthen the company’s relationships with future and current employees. With the right HCM technology, Concord could increase employee engagement and productivity, and then add value to the overall business.
THE SOLUTIONSince activating UltiPro in July 2011, Punke and HR Director Mark Gifford have unified their companywide people management processes and improved the way the company connects with its workforce.
“The very first contact new associates have with Concord Hospitality is through UltiPro, and it’s our primary method of employee interaction throughout the complete employee lifespan. UltiPro has given us tools for more communication with applicants and improved collaboration between HR and hiring managers about open positions,” said Punke. “Today, we are operating as one unified, synchronized business. The streamlined process with UltiPro is faster and repeatable. The overall result is we can identify and hire new associates more quickly than before, and the new hires already know about Concord and our culture before they have ever begun. UltiPro helps us present a much better first impression of our company.”
Using an online onboarding package that Concord can configure, new employees follow a step-by-step guide through the orientation process, including the completion of required government and procedural forms. UltiPro also helps manage logistical details before new employees arrive for the first day of work. Automated task notification with built-in reminders ensures a documented, auditable process—eliminating the need for HR to track down colleagues and vendors to confirm the right provisioning has been set up for the new hire. For example, IT can be alerted to provide a computer with network access, and facilities can be notified to assign a work station and order a telephone for the new employee. Tasks can also be assigned to external vendors, such as a business card vendor or cell phone provider.
By providing a positive onboarding experience for its employees, Concord Hospitality is enhancing engagement within the organization while reducing labor costs and saving time for HR staff.
“Before UltiPro, the onboarding process was rather unstructured, different from location to location, and mostly manual,” said Gifford. “By using UltiPro to quickly onboard our associates, we are able to make them productive more rapidly, notify everyone who is impacted by the arrival of the new employee, and conduct this process very professionally and consistently.”
Concord’s thousands of employees in North America now rely on UltiPro to access their personal HR information and to initiate changes to their selections for benefits, direct deposit, beneficiaries, and more.
“We have used other systems, but our employees have really embraced UltiPro because it’s very easy to use,” said Gifford. “Adoption for Ultimate’s technology is high because our employees find UltiPro is actually beneficial to them. It truly is a people solution, not just another piece of software.”
By using UltiPro as its single solution of record to manage its people, Concord’s executives, HR team, and managers now have the advantage of complete visibility into employee information, which can be used to evaluate and improve productivity, monitor and control manpower costs, and even make forecasts about future trends or Concord’s workforce.
“We believe it’s important to use a centralized approach for HR, benefits, and payroll, especially for a business like ours with a large workforce in many locations,” said Gifford. “The comprehensive data in UltiPro combined with its flexible reporting tools allows our teams to have a business impact because we can slice and dice analytics and then deliver useful data for decision-making.”