How HVMG Transformed Employee Engagement Across 50 Hotels with Multi-Channel Survey Innovation

For HVMG, a hospitality company operating close to 50 hotels, the philosophy is simple: "Without happy associates, we don't have happy guests. Without happy guests, we don't have happy partners." However, turning this philosophy into measurable results required overcoming a significant challenge: how to effectively gather feedback from frontline associates who lack access to traditional survey technology.

According to Mandisa Brown, PHR, SHRM-CP, FPC, Corporate Human Resources Director at HVMG, the company's partnership with Perceptyx transformed what initially seemed like an "intimidating" prospect into a strategic advantage, delivering measurable improvements in profitability, guest satisfaction scores, and employee retention rates that now trend below industry averages.

What Was HVMG's Biggest Challenge in Employee Listening?

The primary obstacle concerned reaching the frontline associates who form the majority of HVMG's workforce. As Brown explained, "I have to admit it was intimidating at first, you know, the thought of how we were going to reach the majority of our population who are our frontline associates. Many of our line-level associates do not have access to a work-issued laptop, or a laptop themselves to go and take the survey."

This challenge reflects a broader industry reality. According to Perceptyx data, only 63% of hourly employees feel heard by their organizations, often due to technological barriers that prevent participation in traditional employee surveys.

How Did Perceptyx Help HVMG Overcome These Barriers?

Perceptyx's platform provided a multi-channel solution that met employees where they were. "With the great partnership that we have with Perceptyx, you know, we came with a solution that we would send a survey via three means," Brown noted. "We created a QR code, which we were able to post at our different locations, text message, so we were able to text our associates directly, and also email."

This approach leverages Perceptyx's Listen-Analyze-Activate-Change methodology, which includes survey delivery via multiple channels including email, Slack and Microsoft Teams, SMS, QR codes, kiosks, and even pen and paper when digital surveys are difficult to administer. The platform supports 34 languages built-in with up to 140 languages available, ensuring accessibility across diverse workforces.

What Made Perceptyx's Approach Different from Other Survey Platforms?

The key differentiator was simplicity combined with actionable insights. "Perceptyx stood out, especially with its 1, 2, 3 action planning methodology," Brown emphasized. "It was very helpful to know that they were actually built in suggestions in the system to help with that action plan item that the hotel was going to work on."

Unlike traditional post-employee survey action planning that places too large a burden on overworked managers, Perceptyx's platform automatically provides managers with suggestions for actions unique to their people and their part of the business. This includes AI-Assisted Action Planning that transforms insights into strategic actions and Comment Copilot to quickly summarize employee feedback.

What Business Results Did HVMG See from Their Employee Listening Program?

HVMG’s results exceeded their expectations. "The correlation we may have seen is that properties with higher survey participation or higher results, the correlator equates to more profitability, higher GSS scores," Brown reported. Additionally, "what we have seen is the past two years, we have actually trended below the trend if we look at the leisure and hospitality industry in general" regarding turnover rates.

These outcomes demonstrate the direct link between employee listening insights and business impact that Perceptyx's platform is designed to reveal. The company's approach focuses on measuring moments that matter to both the organization and employees, creating actionable data that drives measurable improvements across business and talent priorities.

How Did the Platform Build Trust with HVMG's Associates?

Trust developed through visible action on feedback. "Our associates feel comfortable participating in the surveys because we've seen that our managers have taken those results and built action plans around it," Brown noted. "There is a comfort level because the management team now seems very approachable."

This trust-building cycle is enabled by Perceptyx's real-time analytics capabilities, which provide administrator and leader dashboards available instantly as employees respond to surveys. Managers can begin taking action on feedback immediately, demonstrating to employees that their voices are heard and valued.

What Role Did Simplicity Play in HVMG's Success?

Simplicity drove user adoption. "At the end of the day, what was important to us was to keep it simple, for us to be able to wrap our hands, but not only our hands, but our hearts around it," Brown reflected. The goal was to ensure "that not only that managers as well as HR people like myself would embrace it."

What Can Other Organizations Learn from HVMG's Experience?

For organizations with similar challenges — whether in hospitality, manufacturing, retail, or other industries with significant frontline workforces — HVMG's approach proves that the right technology platform can transform employee listening from an intimidating challenge into a strategic competitive advantage that drives measurable business results.

Perceptyx can help you create that business impact through strategic employee listening. Schedule a demo with our team to see how our People Insights Platform can work for your organization. Discover how our multi-channel survey delivery, AI-powered analytics, and built-in action planning tools can transform your employee experience strategy.

Want to see how other organizations are driving business results through employee engagement? Read about our customer success stories to learn how companies across industries transformed employee insights into competitive advantages.