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拥有使命感不仅是我们生活中的重要课题，在我们选择职业的时候也十分关键。根据以往的观点，收益管理往往与业绩表现以及最大化利润以及市场份额紧密相关。当我们成为希尔顿的一员的时候，这一观点将会被改写——我们的使命是：通过由衷地为顾客提供贴心的服务，为员工创造有意义的机遇，为业主带来我们品牌所富含的高价值以及在社群中发挥积极正面的影响，从而成为最热情好客的企业。
在即将过去的2017年，亚太区收益管理整合中心（RMCC Asia Pacific）致力于在社群中贡献自己的力量。我们的设想是：将企业社会责任活动列入我们每个人的年度目标之一，并且对此进行量化。怀揣着这份简单、诚挚又充满收益管理特色的初衷，我们取得了傲人的成绩：
全体团队成员在企业社会责任活动中的参与时长都达到了8小时及以上
92%的团队成员达成了年度回馈社群量化时长的目标
62%的团队成员年度参与企业社会责任活动的时长超过了20个小时
我们中心整体在企业社会责任活动中参与的时长达到了1692个小时，超越了2017年初原定的1400小时的目标
RMCC团队成员在日新中心服务
日新中心，坐落于上海市闵行区的一隅，被我们团队成员在偶然间发现。这是一个仅由志愿者参与管理服务，为上海无家可归的社会边缘群体提供帮助的慈善组织，包含提供新鲜烹制的餐食、洗衣以及淋浴设施等。我们为此组织了一次为期五周的志愿活动，团队成员自发前去，帮助维持秩序、录入名单、整理分发干净的衣物以及在厨房帮忙准备食物。作为日新中心的创办人以及主要支持者，Jimmy McWhinney激动的说：“与希尔顿公司一起帮助社会边缘人，我们感到非常高兴，每天都有来自RMCC的新鲜面孔与我们的社会边缘群体相处、为他们提供帮助，希尔顿的团队成员充满了热情，致力于让这些边缘人的生活得到一些改善。很感谢希尔顿的管理层创造了这个意义深刻的志愿者项目，同时我们也希望以此为开端，去邀请更多的企业一起参与进来。”
外滩华尔道夫酒店与部分RMCC团队成员到访上海市聋哑青年技术学校
上海聋哑青年技术学校是另一个大力支持我们回馈社群的合作伙伴，他们通过传授工作相关的技能从而帮助有天赋的聋哑青年挖掘并发挥自身的潜能。
“爱心团队行”活动大合影
“爱心团队行”——共有超过100名参与者参加了此次活动，其中包括20名来自上海市聋哑青年技术学校的师生们，我们一起度过了一个有趣且值得纪念的下午。我们以Thrive@Hilton（与希尔顿共同蓬勃发展）为主题，围绕着身体、心灵、精神开展了[艺术之旅]（通过画作的一角在中华艺术宫里寻找完整的作品），[勇攀高峰]（在李宁运动馆内进行攀岩大比拼，根据赛道的难易程度分数不同）和[灌篮高手]（限时蹦床弹跳投篮）三项挑战。完成上述所有挑战的队伍能够解锁大比分的隐藏关卡——全体组员要在在聋哑学校教师及学生的指导下，共同用手语完成歌曲中的一部分。
20名该校学生来到RMCC APAC的办公场地参与了圣诞节日布置以及圣诞树亮灯活动。他们在小组竞赛中充分发挥了自身的天赋和特长，创造出了许多独一无二的圣诞装饰，使我们在迎接圣诞季的伊始共同度过了充满趣味的时光。
上海市聋哑青年技术学校的学生们在RMCC办公室与团队成员一起进行圣诞装饰品DIY
对于RMCC APAC的全体成员来说，2017是意义深刻的一年。我们不仅一如既往的保持着业绩上的领先，还同时有幸拥有这样独特的机会去回馈我们的社群。
我们是希尔顿，我们温暖人心。
A sense of purpose is important, not only in life, but also when choosing a career. Historically, it can be said that the Revenue Management discipline is more usually associated with driving performance and maximizing both opportunity and market share. However working for Hilton, our mission is “To be the most hospitable company in the world – by creating heartfelt experiences for Guests, meaningful opportunities for Team Members, high value for Owners and a positive impact in our Communities”.
And it’s that last part, giving back to the community, where RMCC Asia Pacific decided focus on in 2017. The idea was simple, let’s put Corporate Social Responsibility as part of our objectives and measure it. The results were impressive:
- 100% of the team (of over 70 team members) contributed at least 8 hours to CSR activities
- 92% of the team achieved their target hours for the year
- 62% of the team contributed over 20 hours to CSR activities
- As a center we contributed 1,692 hours to CRS activities (smashing our target of 1,400 hours).
This of course didn’t happen by accident, but by the dedication of a few individuals who went above and beyond to organise several events and rally the team to participate in their droves. In total RMCC Asia Pacific team members participated in ten different events, however two in particular were noteworthy as they were organised by team members within the center and have planted the seed for future partnerships with two very worthy causes:
The Renewal Center, based in the Minhang District of Shanghai are a drop on center managed exclusively by volunteers serving hot meals, as well as providing clean clothes and showers to Shanghai’s homeless community (Renewal Center). RMCC Asia Pacific organised, over a period of five weeks, a volunteer roster with team members taking turns to cook, register and provide clean clothes to the Renewal Center guests. This is what Jimmy McWhinney, founder and chief supporter of the center had to say: “We're just thrilled to have Hilton serving with us at Renewal. It's just great to have fresh, enthusiastic people at the center from your office each day greeting our homeless friends and making their rough lives on the streets a little better with warm clothes, hot meals and a caring smile. We're really thankful for Hilton's leadership by creating this meaningful volunteering program with us and hope to recruit other companies to get involved in a similar manner following the model you've set”.
The other partnership which has allowed us to give back so generously to the community was with the Shanghai Deaf Technical School, who help an incredibly talented group of students reach their potential by teaching them work related skills. For them RMCC Asia Pacific organised two events:
· Thrive Walk, where over one hundred people including twenty students from the Shanghai Youth Technical School for the Deaf had a fun and rewarding afternoon. This activity encompassed ten teams with challenges themed around the Thrive Hilton pillars of Body, Mind and Spirit including a finding certain paintings at the China Art museum based on visual clues, a race through climbing obstacles and trampoline basketball at the Lining Sport Centre, and a secret challenge where teams with the help of the students and teachers had to perform a song using sign language.
· Christmas decorations and tree lighting, where twenty of the students came to our RMCC office and helped not only create Christmas decorations but also took part in a tree decorating competition where much fun was had by all, before we officially lit the main Christmas tree welcoming in the festive season.
Overall it was a very meaningful year for all of the team members from RMCC Asia Pacific, who had an opportunity to not only excel at their roles by continuing to deliver market leading commercial performance, give back to their local community.
We are Hilton, we are heartwarming.
延伸阅读/further reading: