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exceeding owner and guest expectations while trimming their budgets. Increased productivity and worker engagement has been the upside to the economic downturn. While there were no massive layoffs among the ten companies interviewed, almost every company is asking more of employees—in fact, one company, Holiday Inn Club Vacations, is still hiring. Staff members are working harder, whether it is due to hiring freezes, layoffs, or cutbacks in contract labor. At some resorts, employees are faced with reduced hours, wage freezes, or even pay cuts. Yet, those who see that their managers care, work hard, communicate honestly, recognize and reward their efforts, and welcome their suggestions have become more engaged and motivated. Open communication is key, especially when the news is bad, notes Ken McKelvey, RRP, chairman and CEO of Defender Resorts. Knowing that ofﬁcers of the company had accepted a pay reduction and that management was doing all it could to preserve jobs, employees at Defender Resorts embraced a plan that included a three-hour per week reduction for hourly workers and an increase in work hours for salaried workers, says McKelvey. “Employees are motivated by the realization that we are all doing our part.” Another company where morale didn’t suffer, despite reduced hours, was Vacation Resorts International. By shortening everyone’s work day by one hour, COO Stacey Shilling saved enough not to lay off anyone in the reservation center. “Staff members are appreciative and are getting more accomplished,” Shilling says. “A recycling project also helped draw the team together. While it hasn’t brought a huge amount of money, it’s paying for periodic lunches, drawings for gas cards, and help for team members having ﬁnancial issues.” SHARING IDEAS Many companies are bringing upper management and staff together via Town Hall meetings, cross functional task forces, and departmental meetings focused on ﬁnding operational improvements and efﬁciencies. Breakfasts with Group RCI President and CEO Geoff Ballotti provide an informal forum for employees to share ideas with senior leadership. This is one of many new two-way communication events that allow leaders to hear directly from employees, reports Laura

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