Conrad Hotels & Resorts Catch Me at My Best® Peer Recognition Program Program Overview
Thousands of extraordinary acts of Inspired Service happen at our hotels and corporate locations every day, making Hilton the most hospitable company in the world. Catch Me at My Best is about recognizing those acts, big and small, and showing our appreciation to the Heart of Hilton: our Team Members who bring our shared Vision, Mission, Values, and Purpose to life. We believe that in order to provide heartfelt Guest experiences, we have to recognize those Team Members who make these experiences possible.
About Catch Me at My Best
When is Catch Me?
The annual program runs from June 1 to August 31.
How does Catch Me work?
When a manager or peer wants to recognize a Team Member, they simply fill out a Catch Me card and turn it in at the front desk. This is called a “catch.” Managers are then encouraged to enter catches on the Tally Website, print and post standings, and recognize Team Members who received and made catches. Many hotels also post completed cards in team areas and share notable catches during huddles.
Who can be caught?
Any Team Member, including managers.*
Who can make a catch?
Any manager or Team Member. This is not a guest-facing program for Conrad and Waldorf Astoria.
Can catches be made online?
Yes. In addition to filling out a Catch Me card, Team Members will have the option to submit catches online at www.Hilton-Recognition.com/eCatch. This is called an eCatch. An eCatch will automatically be sent to your hotel’s Tally Website for review and approval.
What is catch-worthy?
Any act that reflects our shared Values and brand pillars and positively impacts , Team Members, the hotel, or the community. The act can be big or small. The exact criteria are up to you — and the guest. In addition to guest catches, we strongly recommend that you encourage Team Members to catch each other. You’ll also want to put practices in place to make sure that all Team Members get caught, and that back-of-house Team Members get their fair share of catches. We’ll talk more about this later.
- It’s a simple, no-cost way to recognize Team Members and reinforce our shared HILTON Values and brand pillars.
- Recognition positively impacts morale, performance, retention, and other key business objectives.
- And did we mention it’s free?
Where should we place our blank Catch Me cards?
Display the cards for Team Members to fill out in back-of-house common areas such as your Team Member restaurant / break room, the Human Resources office or the Team Member entrance. (You’ll want to collect them here as well.)
Note that one card holder will be sent for free to new hotels that opened on or after July 1, 2016, provided a card order was placed prior to the March 24 preorder deadline. Properties that opened prior to that date will NOT receive a card holder.
Click here to purchase card holders, card collection boxes, and other Catch Me merchandise. International shipping is available. You can also find card holders and collection boxes at many office supply stores. Or try searching online using the terms “acrylic pamphlet holder,” “literature holder,” or “ballot box.” You can also search “corrugated ballot box” for less expensive cardboard boxes. You’ll need something that holds a 3.625" x 7.5" card (93 mm x 191 mm).
How do I promote the program?
Click here to download a variety of redesigned materials to promote the program and recognize your team, including flyers, posters, certificates, thank you cards, and much more. Most content is customizable including language. We’ve added several new materials such as print-ready artwork you can use to create large posters, banners, and pop-up banners, similar to what we provided during Team Member Appreciation Week.
Can I use last year's Catch Me cards?
This is highly discouraged as the 2017 cards reflect the new enterprise-wide Hilton branding.
How do I tally my catches?
Beginning June 1, you can enter catches on the Tally Website. We’ve included the ability to enter your catches online, print and post real-time totals for your hotel, set goals, and share catches with other leaders! While you can’t enter catches until June 1, you can begin inputting your Catch Me team roster starting May 1. Note that if you participated last year, your 2016 roster will be available as an optional starting point, so you won’t need to re-input your entire team. You’ll also have the option to clear your roster and start from scratch. Click here for detailed instructions and frequently asked questions about the Tally Website.
What’s New for 2017?
- New card designs. Users asked to “make the Catch Me cards more fun.” This year’s cards have a new look and feel, with bright colors and bold graphics reflecting the new Hilton enterprise branding. We’ll also be applying this look to the customizable recognition materials and the Tally Website.
- More guest-facing materials. In response to the desire to increase guest awareness, we’ll be offering new materials to promote the program externally — and internally. In addition to table tent artwork that can be placed in common areas and rooms, we’ll be offering artwork for large posters, pop-up banners, flyers, and more. Click here to download artwork and other customizable materials.
- Additional languages. To accommodate our diverse Team Member population, we’ve added three new card languages to the mix (Indonesian, Malay, and Polish), bringing the total number of languages to 18.
- eCatch improvements. You told us you wanted an easier way to enter bulk eCatches from guests. This year, your administrator will be able to assign eCatches to an entire department or the entire hotel. And for those of you that wanted a quicker way for guests to send eCatches, we’ll be offering optional shortlink URLs that can be added to your customizable promotional materials. This hotel-specific URL will automatically determine your hotel location, allowing guests to bypass time-consuming clicks when filling out eCatches. Receive your custom Guest Catch shortlink.
- More best practices. For those of you looking for ways to keep Catch Me fresh for three months, we’ll be offering a “Tip of the Day.” These tips will display prominently on the home page of the Tally Website, and will include easy-to-implement ideas to build awareness, excitement, and participation.
Prizes and Winners
This year, we’ll be selecting over 225 prize winners during the course of the program. Winners will be selected at random and will receive a US $50 gift card.* 50 winners will be selected in June, 75 winners will be selected in July, and 100 winners will be selected in August. We've bumped up the number of winners in July and August to build excitement in the final stretch. Click here for additional details.
Please note that these prizes are meant to supplement, not replace, any prizes offered at your location. We recommend having low-cost prizes on hand to recognize your team. You can also download no-cost customizable materials to present to Team Members, such as certificates and thank you cards. Click here to purchase Catch Me merchandise, or download artwork to create your own materials.
FIVE KEYS TO A SUCCESSFUL CATCH ME
When surveyed in 2016, our top performing hotels gave us some valuable best practices for getting the most out of Catch Me, including ideas to increase participation, recognize back of house and keep the program fresh. These best practices are a result of input we received from top performing hotels on last year’s Catch Me survey. (Note that not all suggestions to apply to Conrad Hotels and Resorts Waldorf Astoria Hotels & Resorts hotel, where Catch Me is not guest-facing.)
Focus on peer-to-peer catches. Many hotels rely on managers to make most of the catches. Hotels that are getting the most out of Catch Me are placing a greater emphasis on getting peers to catch each other. That’ because studies show that peer-to-peer recognition correlates to increased customer satisfaction. When planning your 2017 efforts, look at ways to increase peer participation, not just guest participation.
Lead by example. Catch Me is a powerful program. But it does require management support and attention. Take it from Mary Stalker at DoubleTree by Hilton Chicago Wood Dale - Elk Grove, who tells us, “Catch Me has to be promoted by the entire management team and they need to lead by example.” Hilton Newark Penn Station sets weekly catch goals for their managers. And Hilton Los Angeles hands out cards at their manager huddles. Managers are challenged to write a minimum 10 cards per week. The management team at Providence Biltmore, Curio Collection by Hilton, developed a “Catch It Forward” program to encourage Team Members to catch each other in all departments. And Managers at Hampton Inn & Suites by Hilton Greenville Airport were enlisted to recognize back-of-house Team Members to make sure everyone got caught.
The more Catch Me is utilized by the senior management (including the General Manager) to show their appreciation, the more successful the program will be.
— Kay Kobayashi, Hilton
Don’t forget back of house. Some users tell us that Catch Me favors front-of-house Team Members. That’s why it’s important to place a focus on back-of-house catches. Ramping up peer-to-peer participation is one way to do this. Placing cards in back-of-house common areas and guest rooms are others. Or try getting creative. Hilton Garden Inn Oklahoma City Airport enlisted mystery catchers. Select Team Members were given Catch Me cards and tasked to catch their peers, greatly increasing the number of back-of-house catches.
It’s not all about the numbers. Tallying catches can be a fun tool to spark friendly competition. However, it’s important not to place too much focus on the numbers, as that may demotivate some Team Members. Try recognizing different categories that have less of a focus on the number of catches. For example, you could hold random drawings and include anyone who has received a catch, or made a catch, regardless of the number of catches received. Hampton Inn & Suites by Hilton Greenville Airport holds random drawings on the last day of each month, with the winner receiving a $25 gift card. Or you could recognize a catch of the day or a particularly memorable catch.
When acknowledging the number of catches, be sure to give everybody an equal opportunity to win. Recognize top performers within each department, instead of focusing on the entire hotel. And for Food & Beverage, recognize Team Members in front of house and back of house. You could also try resetting the numbers weekly or monthly to give new Team Members the opportunity to win.
We select most our memorable catches weekly. Winners get to spin a “wheel of fortune” for prizes.
— Cindi Hasty, Homewood Suites by Hilton Pensacola-Arpt (Cordova Mall Area)
Finally, recognize the recognizers. As the saying goes, “It’s better to give than to receive.” Take the time to recognize the Team Members that make the catches, not just those who receive them. General Manager Russ Tanakaya at Embassy Suites by Hilton Brea North Orange County points out that, “If you recognize the people that are doing it, you’ve got to recognize the people who are pointing it out.” His hotel recognizes every catch made and has seen positive results on service scores. To encourage this practice, Conrad Maldives introduced a luck-of-the-draw contest to their team celebrations during Catch Me. Team Members had to submit a catch to be eligible for the draw.
We have had a lot of success not only recognizing the Team Members who receive Catches, but also those Team Members who make Catches.
— Brian Wand, Pointe Hilton Squaw Peak Resort
Here’s a bonus tip: If you’re a location that doesn't receive a lot of catches, chances are that you’re not promoting Catch Me enough. Try placing cards in different Guest and Team Members common areas, such as the breakfast area or elevator lobbies. Or use the different awareness and promotional materials available on the Tally Website. And by all means, promote internal catches from managers and peers, as discussed earlier.
* General Managers can be caught, but are not eligible for random prizes. They are eligible for prizes in other categories, like Favorite Catches and Best Practices.