The Benefits of CenterBridge in the Long-Term

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

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


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


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


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


Future Expectations

 Similar exercises
– Cut Cost, increase efficiency,
 Non Voice Groups
 Universal Agent Concepts
 Corporate Groups
 More Rigor

Presented by


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


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


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


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


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


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


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


The Benefits of CenterBridge in the Long-Term

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