The Happiness Effect

Employee satisfaction can increase productivity and brand loyalty.

Happiness can be a powerful motivator. Employees who enjoy their work are on average 12 percent more productive than those who don’t, according to a study by the University of Warwick. Work happiness can be especially beneficial in the timeshare industry, where many positions are public facing and service-oriented. Marc Shaw, vice president of training for corporate sales and marketing at Orange Lake Resorts (home to Holiday Inn Club Vacations), says elevated morale has many indirect benefits, including lower turnover and less absenteeism. “It makes it easier to attract talent,” Shaw says. “People want to work at a company where employees enjoy coming to work.”

Below, Shaw shares some of the ways Orange Lake Resorts motivates and rewards employees to improve resort services and promote brand loyalty.

Incentives

Competitive compensation, both direct and indirect, can be a powerful motivator for high performance. “If you want people to produce specific results, design and reward them accordingly,” Shaw says. At Orange Lake Resorts, indirect compensation includes contests, quarterly dinners and giving leadership and excellence awards.

A dynamic environment

New projects and supplements can help keep employees excited and on their toes. “Keeping good people starts with offering ever-changing opportunities,” Shaw says. Improvements to benefit options can show employees that the resort values advancement. And when properties add improvements such as new unit amenities and locations, that can boost employee interest. “If [team members] are excited, their excitement is infectious,” Shaw says. “They are happy to come to work and happy to tell others about what we offer.”

Goal setting

Setting aside time to map out goals between managers and employees is important. Shaw implements goals, both work-related and personal, that cover eight areas: physical health, mental health, spiritual practice, social life, family, recreation, career and finances. Goals are checked on throughout the year to create an environment that helps employees balance work and life. “When there is a sense of accomplishment, there is fulfillment, which leads to satisfaction,” Shaw says. “As a result, our teams are more engaged.”

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