guests experiance

2. Confidential: This presentation contains confidential, proprietary information and trade secrets of Best Western International, Inc. (“Best Western”). It is intended for use solely by Best Western and its Members, Affiliate Organizations and Master Licensees. This presentation and its content may
not be shared with or disclosed to any non-Best Western affiliated third-party. Initiatives described may be amended in Best Western’s sole discretion and may be implemented in whole, in part, as revised, or not at all.
General Notice: Best Western and the Best Western marks are services marks or registered service marks of Best Western International, Inc. ©2021, Best Western International, Inc. All rights reserved.
BWHR – Asia HR & Training Department
Best Western
I Care: Enhancing Guest Experience

3. Circle of I CARE
Guest Satisfaction Criteria Under
Medallia
Guest Journey Best Practices

4. After finish this session, you will be able to…
Enhance memorable experience to our guests by implementing this
knowledge and skills into practice
Understand on how Medallia works and guest satisfaction criteria under
Medallia which will be guideline for you all to enhance guest experience
Implement guest journey - best practices in order for enhancing
memorable experience to our guests and in the results to increase
guest satisfaction scores

5. Circle of ICARE
Interact Can do
Ask
questions
Resolve
the
problem
Express
gratitude

6. I Care
enough to… I Interact
It begins with a greeting
Use the guest names whenever possible
It’s not only “what” we say but also “how” we say it.
Communication
Channels

7. Communication
Channels Word
7%
38%
55%
Tone of
Voice
Body
Language
I Interact
I Care
enough to…

8. “Yes, I can
help you.”
Heroic Hospitality
I CAN
spirit beyond duties
How does “Yes, I can help you.”
make you feel?
Can we say ‘Yes’ all the time?
C Can Do
I Care
enough to…

9. I Care
enough to…
Guests
Co-workers
Close-ended question
Open-ended question
A question that has a singular answer like yes, no
A question that the guest can express more detailed
information, this question starts with WH question such as
what, when, why, where, who, how or start with, tell me
about…
A Ask Questions

10. Before it becomes a complaint
3
2
1 4 5
Listen to
understand
Acknowledge the
guest
Apologize & ask
questions
Share possible
solution
Act &
Follow Up
I Care
enough to… R Resolve
the Problem

11. Thank the guest (internal & external)
Keep us humble
Show our appreciation
Convey our gratitude
Acknowledge the contributions of individual
around us
I Care
enough to… E
Express
Gratitude

12.  comprehensive management
 reporting capabilities
 tracking customer problems
 responding to guests with easy-to-use templates
 reviewing past survey data
 reviewing guest demographic information
 and more….
Medallia is Best Western Guest Satisfaction Survey (GSS) System, provides;

13. It Work
After check out completion via the system
Medallia sends an e-mail invitation to guest to take an online survey
Once the guest completes the survey
The data goes directly into the Medallia reporting system

14. to View Guest Satisfaction Survey Report
1. Access Medallia at https://express.medallia.com/reflections/
2. Enter Property Medallia Username and Password (provided to GMs)

15. Drivers
Aesthetics/
Loyalty
Arrival/
Departure
F&B
Details
 Overall Service
 Overall Breakfast
 Overall F&B
 Working Order of Room
Amenities
 Cleanliness of Guest Room
 Internet
 Caring, helpful staff at Front
Desk
 Appearance of Hotel Exterior
 Appearance of Lobby
 Décor of Guest Room
 Ambience of the Hotel
 Value for Price Paid
 Intent to Recommend
 Elite Recognition
 Speed of Check-in
 Speed of Check-out
 Personalized Service at
Arrival
 Personalized Service at
Departure
 Overall Restaurant
Experience
 Overall Lounge/Bar
Experience
 In-Room Dining
Fitness/
Recreation
/ Spa
 Quality of Fitness Center

16. Rating Scale

17. Guest Journey- Best Practices
Pre-Arrival Arrival Guest Stay Check-Out
Post
Check-Out
We can increase guest satisfaction scores in all steps of guest journey

18. Pre-Arrival
Greet
Information
1st Impression
Suggest
Repeat
Answer phone by using Best Western Greeting Standard
Create first impression by using telephone etiquette
Get information from guests, make sure it’s correct and respond
to guest needs
Suggest promotion or the happenings in the hotel
Repeat reservation can show your professional to
the guests

19. Prepare
Offer
Welcome
Suggest
Service Promise
Focus on conversation and complete before guests arrive
Welcome every guests with a warm smile and greeting
Offer all guest express check-out
Suggest the happenings in the hotel and/or the city
Provide experience as you promised, create
memorable experience & wish them have a pleasant
stay
Arrival

20. Guest Stay
Needs & Wants
Treat as
your own
Standard
Personality
Request is
priority
Give them what they want and need, provide amenities based on
usage
Follow thorough cleaning process, make standard procedures
work for you
Treat it as your own, make sure it’s in better state than when you
entered
Show your good personality and appearance when you
enter into the guest room
Be flexible and willing to re-prioritize when
immediate needs pop up

21. Guest Stay
Mise En Place
Connect
Interact
Never say no
Home away from
home
Ensure everything is in its place and ready to serve before
restaurant will open, keep all clean and in good condition
Make interaction with the guests on their terms, be friendly and
helpful
Connect the guests to the things they need, and what they don’t
know yet
Never say no on special request
Make every guests feel at home, make them feel
warm and enjoy home away from home

22. Express
check-out
Invite feedback
Best Western
Rewards
Last impression
Express gratitude
Ensure express check-out is executed for all guests that request
it
Offer Best Western Rewards again if the guest isn’t yet enrolled
Welcome and encourage feedback throughout their stay, keep the
conversation going on social media
Assist guests with whatever they need to get on their way
Thank the guests, wish to see them again and wish
them have a pleasant journey
Check-Out

23. Medallia
Repeated Guests
Social Media
Praise &
Recognize
Improve for
the better
Review and respond to guest feedback, show that their voice is
valued, you are willing to deliver superior customer care
Another channel of GSS – word of mouth advertising
Create happy & repeated guests by using their feedback and relevant
data to guide future decisions at your hotel
Acknowledge individual or team’s effort and accomplishment that
support hotel’s goals and values, admire them
Share guest feedback to your team in order to take note of
what improvements you could make in the future based on
response
Post Check-
Out