New Orleans’ Ernest N. Morial Convention Center Launches Employee-Owned Innovation Lab

August 10, 2021

While many entities have been stumbling over major hurdles with employee retention and engagement throughout the COVID-19 pandemic, New Orleans’ Ernest N. Morial Convention Center (ENMCC) strode forward—by leaps and bounds.

The center, already decorated with several “Top Workplaces” awards, including two this year, launched the Innovation Lab in July, aimed at even further improving company culture and, ultimately, customer satisfaction by placing ownership of the initiative in the hands of employees.

Employees will set goals, provide timelines and drive strategy and content for the Innovation Lab, which is the culmination of the Culture Project, a collaborative effort between trepwise, a local growth consulting firm, and ENMCC employees. The overarching goal is to develop a culture that is fueled by accountability and collaboration and then driven by employee engagement, feedback and recognition.

“By letting our employees steer the ship on this project, they find better ways to collaborate and communicate, which will create better feedback tools we can use to reward innovation, creativity and risk-taking,” said ENMCC President Michael J. Sawaya. “In the long term, this will improve customer satisfaction in a hypercompetitive environment, supporting our vision to be a leading-edge organization known for innovative delivery of exceptional event experiences in a world-class destination.”

Through trepwise’s “Design Thinking'' process, ENMCC employees created the Innovation Lab with three teams as solutions to reaching their goal: Belief Biologists, Communication Chemists and Recognition Researchers. 

Belief Biologists determine the organization’s values system, guiding principles and how performance reviews are conducted.

Communication Chemists create a weekly content plan and determine lines of communication and updates between the executive leadership team and employees.

Recognition Researchers determine how to reward and recognize staff and create an engagement strategy for recognition across the organization.

The project leads for the teams were selected from front-line employees and mid-level management positions and provide an opportunity for them to grow their skills and demonstrate the ability to lead and transition into higher positions.

A fourth group, Test Technicians, consists of impartial employees who will pilot new software and processes created by other Innovation Lab members.

The Innovation Lab is a win-win for everyone involved, including the employees, event organizers and attendees, according to Tim Tumminello, ENMCC Director of People Services.

“By letting our employees [lead] this project, we feel they will take ownership with their respective positions, giving them the opportunity to make decisions that will ultimately lead to improved internal and external customer satisfaction,” Tumminello said.

While there has been some skepticism among employees when the convention center embarked on similar projects in the past, according to Tumminello, the partnership with trepwise has been a game-changer. 

“[It] has put us in a place to create the vehicles that will allow our employees to build on an already award-winning culture,” he said. “Therefore, that skepticism has turned to excitement and optimism due mainly to the trust and respect that our employees have for our executive leadership team.”

In June, ENMCC was honored with the New Orleans Top Workplaces 2021 Award by The Times-Picayune | The New Orleans Advocate—the fifth year it has received the honor. 

The award is based solely on employee feedback gathered through a third-party survey administered by employee engagement technology partner, Energage. The anonymous survey uniquely measures 15 drivers of engaged cultures that are critical to the success of any organization, including alignment, execution and connection. 

Meanwhile, the 2021 National Top Workplace Award was bestowed upon ENMCC in January, and the center has also received Best Places to Work awards in 2018 and 2020 from New Orleans City Business

According to Tumminello, employees feel inspired and engaged at ENMCC out of a desire to see a smile on the face of every person who comes through the door of the center. 

“Our employees act as representatives of not only our facility but [also] stewards of the city of New Orleans,” he said. “We are proud of our employees for always being customer-minded and dedicated to serving our internal customers, so they passionately serve our external customers and display the spirit of NOLA.”

ENMCC also received the 2021 National Top Workplace Award due to its leadership throughout the unprecedented times of the COVID-19 pandemic and its ability to adjust the facility to suit the needs of the community. The center was able to retain its complete full-time staff with little attrition. 

While working on its company culture through the People Project that led to the creation of The Innovation lab, employees were engaged in providing emergency services to the community and helping make capital improvement projects a reality as part of the center’s $557 million, five-year capital improvement plan.

“Each employee’s hard work aided in the improvement process, leading to the creation of one of the top meeting destinations in the country and an outstanding workplace in the New Orleans community,” Sawaya said. 

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Overview: The award-winning Orange County Convention Center (OCCC) goes the extra mile to make every day extraordinary by offering customer service excellence and industry-leading partnerships. From their dedicated in-house Rigging team to their robust Exhibitor Services, The Center of Hospitality brings your imagination to life by helping you host unforgettable meetings and events. With more than 2 million square feet of exhibit space, world-class services and a dream destination, we are committed to making even the most ambitious conventions a reality. In October 2023, the Orange County Board of County Commissioners voted to approve allocating Tourist Development Tax funding for the $560 million Phase 5A completion of the OCCC. The Convention Way Grand Concourse project will include enhancements to the North-South Building, featuring an additional 60,000 square feet of meeting space, an 80,000- square-foot ballroom and new entry to the North-South Building along Convention Way. “We are thrilled to begin work on completing our North-South Building which will allow us to meet the growing needs of our clients,” said OCCC Executive Director Mark Tester. “As an economic driver for the community, this project will provide the Center with connectivity and meeting space to host more events and continue to infuse the local economy with new money and expanding business opportunities.” Amenities: The Center of Hospitality goes above and beyond by offering world-class customer service and industry-leading partnerships. From the largest convention center Wi-Fi network to custom LAN/WAN design, the Center takes pride in enhancing exhibitor and customer experience.  The OCCC is the exclusive provider of electricity (24-hour power at no additional cost), aerial rigging and lighting, water, natural gas and propane, compressed air, and cable TV services. Convenience The Center is at the epicenter of the destination, with an abundance of hotels, restaurants, and attractions within walking distance. Pedestrian bridges connect both buildings to more than 5,200 rooms and is within a 15-minute drive from the Orlando International Airport. The convenience of the location goes hand-in-hand with top notch service to help meet an event’s every need. Gold Key Members The OCCC’s Gold Key Members represent the best of the best when it comes to exceptional service and exclusive benefits for clients, exhibitors and guests. The Center’s Gold Key memberships with Universal Orlando Resort, SeaWorld Orlando and Walt Disney World greatly enhance meeting planner and attendee experiences offering world-renowned venues, immersive experiences and creative resources for their events. OCCC Events: This fiscal year, the OCCC is projected to host 168 events, 1.7 million attendees, and $2.9 billion in economic impact.  The Center’s top five events during their 2022-2023 fiscal year included:  AAU Jr. National Volleyball Championships 2023 200,000 Attendees $257 Million in Economic Impact MEGACON 2023 160,000 Attendees $205 Million in Economic Impact Open Championship Series 2023 69,500 Attendees $89 Million in Economic Impact Sunshine Classic 2023 42,000 Attendees $54 Million in Economic Impact Premiere Orlando 2023 42,000 Attendees $108 Million in Economic Impact