Hyatt Legal Plans Bravo! Awards

Bravo! Awards

Presented by Chris Tomsa, Director of Client Services

Bravo! Awards Overview

• Monthly & Annual awards• Individual & Department

performance is rewarded• Program goals are quality focused• Bravo! cards, gift cards, bonuses

and raffles are awarded monthly and annually to CSRs

Bravo! Cards

• Objective: Earn Bravo! cards• CSRs earn Bravo! Cards for

meeting performance goals and customer commendations

• Cards and other prizes are awarded monthly

• Cards are collected annually and drawn for raffle prizes

Monthly Awards

• Client Commendations earn 3 Bravo! Cards, 2 movie tickets and a $10 Subway gift card

• CSR Performance awards:- Monthly performance goals met.....2 Bravo! Cards

- Monthly attendance goals met.......2 Bravo! Cards

- Both monthly goals met..................1 Bravo! Card

- Monthly Star Performer..................3 Bravo! Cards $10 Subway

card

Monthly Awards

• Team raffles held monthly• Team’s monthly cards are

collected and drawn for a $25 gift card

Annual Awards

• CSRs meeting annual performance goals receive bonuses and Bravo! Cards: - 100% of goals...............$250 and 10 Cards

- 90% of goals.................$125 and 5 Cards

- 75% of goals.................5 Cards

- Most Bravo! Cards........$500 and 5 Cards

- 2nd most Cards..............$250 and 4 Cards

- 3rd most Cards..............$100 and 3 Cards- Most Star Performers....$250 and 10 Cards

Annual Awards

• Raffle is held at company recognition meeting

• Cards are collected and prizes drawn: - 1st Prize: $1,000

- 2nd Prize: $500

- 3rd Prize: $250

- 4th Prize: Four, $100 prizes

- 5th Prize 2 Regal Cinemas tickets

for non-winners

Program Costs

• Annual costs (2010):- Team Raffle Gift Cards: $900

- Subway Gift Cards: $1,130

- Movie Tickets (162): $930

- Year End Raffle: $2,150

- Performance Bonuses: $4,250

- Bravo! card printing: $200

TOTAL: $9,560

• $273 per person annually(35 CSRs)• $23 per person, per month

Impact On PerformanceHyatt CSC Performance

0.00%

20.00%

40.00%

60.00%

80.00%

100.00%

120.00%

2001 2002 2003 2004 2005 2006 2007 2008 2009 2010 2011

Program Years

CS

Rs

Mee

tin

g G

oal

s

100%

95% & Above

94% & Below

Program Summary

• Low cost: $273 per person annually($23 per person, per month)

• Significant performance improvements

• Employee Satisfaction: Fun and profitable

The Nation’s Largest Provider of Group Legal Plans