The document outlines a comprehensive guest feedback program with the following key components:
1. A guest feedback questionnaire designed around guest perceptions rather than departments, allowing for open-ended comments.
2. The questionnaire is administered to every guest digitally and measures advocacy, satisfaction, and improvement suggestions.
3. Feedback data is analyzed in standardized reports and used to drive continuous improvement initiatives across departments.
4. Unhappy guests are directly contacted while happy guests are encouraged to promote the hotel, with an ombudsman available for escalations.
Don't ever let your business get ahead of the financial side of your business. Accounting, accounting, accounting. Know your numbers.
Tilman J. Fertitta
A PowerPoint presentation for the students of second semester in Hospitality Management colleges.
The presentation contains lot of images and graphics for ease of understanding; and text has been minimised so as to reduce the sleeping effect, which prolonged reading has on the current generation of learners.
Don't ever let your business get ahead of the financial side of your business. Accounting, accounting, accounting. Know your numbers.
Tilman J. Fertitta
A PowerPoint presentation for the students of second semester in Hospitality Management colleges.
The presentation contains lot of images and graphics for ease of understanding; and text has been minimised so as to reduce the sleeping effect, which prolonged reading has on the current generation of learners.
There are a lot of hotel PMS providers that offer a variety of services. This PPT explain the important factors for choosing a best PMS system for hotels. For more details visit https://djubo.com/en-id/cloud-property-management-system-for-hotels/
The slide is designed to be used by students who are starting to learn in an educational Institute.
It deals with Front Office Operations & Management.
Night Audit in Front Office
Introduction
Functions of Night Audit
Duties of Night Auditor
Audit Posting Formula
Bucket Check
Night Audit Process
Night Audit Reports
Rate Variance Report
Revenue Report
Occupancy Report
Commission Report
High Balance Report
Operating Modes
Important Terminologies
Check Out & Settlement in Front Office
Stages of Settlement of accounts
Types of Accounting Systems
Check Out Concerns
Check Out Process
Mode of Payment
Self Check Out
Express Check Out
a presentation to explain the term room tariff, the basis of charging tariff, factors that make the rate go up or down. Also, the importance of tariff in success of a hotel in financial terms. Revenue management introduction.
Hotel guest satisfaction in the hotel industryDilipSanchez
An interesting presentation on how guest satisfaction has made an impact on the hotel industry and what hotel managers can do to improve on guest satisfaction.
Collecting Hotel Guest Feedback: The Most Effective TacticsSoftware Advice
Obtaining feedback from guests is a critical business practice for hospitality brands, but it can be a major challenge getting guests to reply. Here, we've compiled survey data on how to solicit feedback in the most effective way.
There are a lot of hotel PMS providers that offer a variety of services. This PPT explain the important factors for choosing a best PMS system for hotels. For more details visit https://djubo.com/en-id/cloud-property-management-system-for-hotels/
The slide is designed to be used by students who are starting to learn in an educational Institute.
It deals with Front Office Operations & Management.
Night Audit in Front Office
Introduction
Functions of Night Audit
Duties of Night Auditor
Audit Posting Formula
Bucket Check
Night Audit Process
Night Audit Reports
Rate Variance Report
Revenue Report
Occupancy Report
Commission Report
High Balance Report
Operating Modes
Important Terminologies
Check Out & Settlement in Front Office
Stages of Settlement of accounts
Types of Accounting Systems
Check Out Concerns
Check Out Process
Mode of Payment
Self Check Out
Express Check Out
a presentation to explain the term room tariff, the basis of charging tariff, factors that make the rate go up or down. Also, the importance of tariff in success of a hotel in financial terms. Revenue management introduction.
Hotel guest satisfaction in the hotel industryDilipSanchez
An interesting presentation on how guest satisfaction has made an impact on the hotel industry and what hotel managers can do to improve on guest satisfaction.
Collecting Hotel Guest Feedback: The Most Effective TacticsSoftware Advice
Obtaining feedback from guests is a critical business practice for hospitality brands, but it can be a major challenge getting guests to reply. Here, we've compiled survey data on how to solicit feedback in the most effective way.
How to Handle Guest with Complaints in HotelHotelCluster
The key to running a successful hotel is customer service. A big part of this is addressing customer complaints and ensuring that these complaints are resolved to the customer’s satisfaction. Successful resolution will have a positive effect on the customer, who will be more conducive to returning to the hotel in the future, as the way the complaint was handled and resolved makes the customer feel special and shows him that the hotel is genuinely interested in keeping its customers happy and satisfied.
Consumers value brand experience more and more when they purchase a product or service. Read our brand experience best practices to learn how to build your brand in a way that will resonate with the people whom you want to reach.
Point of sale software with lot of features like reading & generating bar codes, daily sales report , detailed monthly sales report etc. Visit http://kiit-edu.com/point-sale-software/ for more details.
How to drive massive member and guest traffic in your health and fitness faci...Steven Renata
How to host a party that drives massive mebers and guest traffic. Execution brilliance from the World's best operators Les Mills New Zealand. Notes from Britomart Club Manager and Group Fitness Guru, Carrie Kepple.m
Reputation Management the Right Way: Case Study Daytona Auto Mall, Digital De...Vickie Gibbs
Learn how to effectively manage your Reputation, use customer feedback to make improvements to your business processes, and leverage customer reviews in your marketing. Intermediate how-tos are covered as well as examples from dealerships at the Daytona Auto Mall.
Localyser is the Middle East’s first local social media monitoring and engagement tool that helps restaurants, cafes, bars, spas, and F&B-centric hotels manage their locations’ ratings and reviews from across the Internet. From one single interface you can quickly respond to reviews, improve operations, and engage customers to obtain positive reviews that helps your outlets rank higher on search engines & maps. Find out more at http://bit.ly/sps_hotels_localyser
Delivered by Dan Malloy, Product Manager with Naked Lime Marketing at Digital Dealer 17. In this presentation, you'll learn:
• The impact of social media on reputation management.
• How a response handling plan makes reputation management more effective.
• Using customer surveys to get ahead of the reputation game.
Can genuine customer feedback benefit the finance industry? Feefo CMO, Matt West, explores the benefits of putting genuine feedback to work in the finance sector, to improve opportunities and business insights.
Positivity Bias in Customer Satisfaction RatingsKunwoo Park
This slide is for my presentation at The Web Conference 2018 (also known as WWW). You can check the paper at the following link: https://dl.acm.org/authorize.cfm?key=N655133
Customer Experience Management (CEM) has transformed a lot over the last few years with power of analytics. This presentation will show some facts and use cases.
Mumbai luxury real estate is one of the costliest in the world also one of the fastest in terms of price growth. While luxury real estate prices remained stagnant in the most parts of the world, in Mumbai prices increased by over 20% in 2010.And this trend is only bound to continue with aggressive real estate appetite demonstrated by Indian HNIs. According to the report Indian HNIs would like to invest at least 10% of their total portfolio in residential real estate.
Would you apply principles of FMCG marketing to restaurants ?
Would you want to blow your precious money on mass media ?
Would you settle for a below par ROI on your sales & marketing expenditure?
It is interesting that any strategy execution or a transformation process encounters its most severe hurdle at the very top. As Gary Hamel said in HBR
“ Where are you likely to find people with the least diversity of experience, the largest investment in the past, and the greatest reverence for industry dogma?
At the top!”
Discover the innovative and creative projects that highlight my journey throu...dylandmeas
Discover the innovative and creative projects that highlight my journey through Full Sail University. Below, you’ll find a collection of my work showcasing my skills and expertise in digital marketing, event planning, and media production.
Tata Group Dials Taiwan for Its Chipmaking Ambition in Gujarat’s DholeraAvirahi City Dholera
The Tata Group, a titan of Indian industry, is making waves with its advanced talks with Taiwanese chipmakers Powerchip Semiconductor Manufacturing Corporation (PSMC) and UMC Group. The goal? Establishing a cutting-edge semiconductor fabrication unit (fab) in Dholera, Gujarat. This isn’t just any project; it’s a potential game changer for India’s chipmaking aspirations and a boon for investors seeking promising residential projects in dholera sir.
Visit : https://www.avirahi.com/blog/tata-group-dials-taiwan-for-its-chipmaking-ambition-in-gujarats-dholera/
Premium MEAN Stack Development Solutions for Modern BusinessesSynapseIndia
Stay ahead of the curve with our premium MEAN Stack Development Solutions. Our expert developers utilize MongoDB, Express.js, AngularJS, and Node.js to create modern and responsive web applications. Trust us for cutting-edge solutions that drive your business growth and success.
Know more: https://www.synapseindia.com/technology/mean-stack-development-company.html
Recruiting in the Digital Age: A Social Media MasterclassLuanWise
In this masterclass, presented at the Global HR Summit on 5th June 2024, Luan Wise explored the essential features of social media platforms that support talent acquisition, including LinkedIn, Facebook, Instagram, X (formerly Twitter) and TikTok.
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As an Army veteran dedicated to lifelong learning, I bring a disciplined, strategic mindset to my pursuits. I am constantly expanding my knowledge to innovate and lead effectively. My journey is driven by a commitment to excellence, and to make a meaningful impact in the world.
The 10 Most Influential Leaders Guiding Corporate Evolution, 2024.pdfthesiliconleaders
In the recent edition, The 10 Most Influential Leaders Guiding Corporate Evolution, 2024, The Silicon Leaders magazine gladly features Dejan Štancer, President of the Global Chamber of Business Leaders (GCBL), along with other leaders.
Implicitly or explicitly all competing businesses employ a strategy to select a mix
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Digital Transformation and IT Strategy Toolkit and TemplatesAurelien Domont, MBA
This Digital Transformation and IT Strategy Toolkit was created by ex-McKinsey, Deloitte and BCG Management Consultants, after more than 5,000 hours of work. It is considered the world's best & most comprehensive Digital Transformation and IT Strategy Toolkit. It includes all the Frameworks, Best Practices & Templates required to successfully undertake the Digital Transformation of your organization and define a robust IT Strategy.
Editable Toolkit to help you reuse our content: 700 Powerpoint slides | 35 Excel sheets | 84 minutes of Video training
This PowerPoint presentation is only a small preview of our Toolkits. For more details, visit www.domontconsulting.com
3. www.mastersungroup.com
Key Components of the GuestKey Components of the Guest
Feedback ProgrammeFeedback Programme
Guest Feedback Questionnaire Design
• Design of Questionnaire from a Guest perspective rather than an
inter-departmental one
• Need to provide opportunity for verbatim comments, reasons for
poor ratings and suggested improvements
• Key metrics to measure customer advocacy and satisfaction like
Guest recommendation
Feedback Questionnaire administered to every
guest through a web link sent on an email
Feedback Questionnaire data analyzed through
standardized reports that are segment-wise,
season wise & link satisfaction to length of stay,
type of room etc.
4. www.mastersungroup.com
Key Components of the GuestKey Components of the Guest
Feedback ProgrammeFeedback Programme
• Internal portal for publication of scores &
communication of improvement initiatives on
employee intranet
• Response to all guest who complete survey .
Contact with unhappy guests and encouraging
happy ones to become a fan or give a good
review
• Top management email ID & appointment of an
ombudsman for disgruntled customers to
escalate
• Setting up a customer e-panel & adding
appendages to questionnaire to pre-test
improvement initiatives
6. www.mastersungroup.com
Feedback Questionnaire: ContentFeedback Questionnaire: Content
& Design& Design
• Questionnaire needs to be aligned to a guest’s perception
of hotel attributes and not the department-wise summary
– Attributes covered could be Service, Rooms, Cleanliness,
Value, Staff Attitude, Food & Beverage Quality, Entertainment
& Recreation , Problem Solving & Repeat Purchase
– Attribute on Service could include room service, food &
beverage service, service at pool/spa/casino etc.
– This is different from current departmental focus on Front
Office, Restaurants, Lobby, Gym, Ayurveda centre etc.
• Questionnaire needs to provide opportunity for verbatim
comments, reasons for poor ratings and suggested
improvements
– Open-ended comment sections in each attribute module
7. www.mastersungroup.com
Feedback Questionnaire : ContentFeedback Questionnaire : Content
& Design& Design
• Key Metrics that measure customer satisfaction
and advocacy needs to be incorporated
– Likelihood to recommend
• The most effective predictor of repeat purchases and
customer growth
• The unique thing about Hotel X
– Likelihood to stay again
• Likelihood to come back to Hotel X
• Likelihood to come back to Location Y
– Value for money
– Reporting & resolution of problems
• Actual reporting of problem
• Satisfaction with resolution
8. www.mastersungroup.com
Feedback QuestionnaireFeedback Questionnaire
AdministrationAdministration
• Guests sent an email the day after they check out
– Email explains the survey and its objectives and
contains a link to the online questionnaire
– Ensuring their views are captured soon after their visit
– Ensures random sampling & gives every guest the
opportunity to rant to their heart’s content
• Guest asked to fill hardcopy during car drop off
– Hardcopy of survey to be filled during the drop off
9. www.mastersungroup.com
Feedback to Top Management:Feedback to Top Management:
EscalationsEscalations
• Along with survey, need to communicate top management
email ID like CEO@Hotel X.com for really disgruntled
guests to send their complaints
• The email ID flows into a senior manager designated as
“Ombudsman”
• Ombudsman assigns the complaint to the required
department/s to do a detailed root cause analysis and fix
the source of the problem
• Ombudsman evaluates the efficacy of problem solving and
reassigns the complaint to the source department if the
solution is not satisfactory
• Ombudsman takes the responsibility to communicate to
the guest and ensure that the guest is fully satisfied with
resolution
10. www.mastersungroup.com
Feedback on Strategic ImprovementFeedback on Strategic Improvement
InitiativesInitiatives
Opportunity to use the feedback questionnaire to test and
statistically validate guest reactions to strategic initiatives
and determine their relative value in terms of impacting
guest satisfaction
• Monthly Appendages are added to the Regular Questionnaire
• Pre-test for initiatives like new beds ,guest amenities, breakfast
offering, service-level enhancements etc.
• Pre and post scores are analysed
• Generates the confidence of knowing that when resources are
expended to roll out new programs they will truly enhance the
guest experience
11. www.mastersungroup.com
Feedback on StrategicFeedback on Strategic
Improvement InitiativesImprovement Initiatives
Greater insight through recent recruitment of a customer e-
panel to give feedback on various strategic initiatives
• E-panel to consist of repeat guests
• Frequent management contacts with repeat guests
• Onsite guest focus-groups can be done with members of e-panel
on an annual basis
12. www.mastersungroup.com
Feedback on Third Party ForumsFeedback on Third Party Forums
– Feedback on Third Party websites & blogs to be captured on a
fortnightly basis
• Identification of websites like tripadvisor.com,
virtualtourist.com etc.
• Short-listing of websites which need to be scanned
regularly
– Attribute based comparison (wherever available) or an attribute based
feedback of self & competition needs to be captured
• Subjective assessment of attributes need to be made
(wherever comparison is not available) after reading the
review
– Interesting verbatim comments in various forums to be captured.
• Verbatim comments need to be incorporated in the
analysis report
13. www.mastersungroup.com
Response to Guests givingResponse to Guests giving
FeedbackFeedback
Guest Feedback pre-sorted by positive, neutral and negative comments
• Sorting on critical attributes : likelihood to recommend & repeat visit
A standardized communication strategy for all three categories
• Feedback Response Officer quickly selects from approved communication
templates and remediation options listed to create a response.
• Can insert personalized comments if necessary
Unhappy Guests
• Need to reassure that Hotel X is working to make their stay better the next time
• Further telephonic or email contact could also be made to apologize and to
start the “customer recovery process.”
• Could give a small price off on next visit
• Prevents most customers to stew on the issue and write negative online
reviews
Happy Guests
• We can ask them the become our fan on Facebook
• Request them to leave feedback on tripadvisor & tell the whole world that they
had a great time with us.
14. www.mastersungroup.com
Analysis & Communication ofAnalysis & Communication of
FeedbackFeedback
• Feedback should be analyzed segment-wise,
season-wise
– Important to segregate and analyze feedback from our
most profitable segments
– Standardized Reports to relate perception to drivers
such as room type, price, length of stay ,spend, purpose
of stay etc.
• A portal for publication & access of questionnaire
data and analytical reports
– Quick and easy access for all team members
– Facilitates sharing of best practice and drives
competition
– Enables departments to track their own verbatim
comments
15. www.mastersungroup.com
Feedback Champion &Feedback Champion &
Improvement TeamsImprovement Teams
A Senior Manager nominated as “Feedback Champion”. A
small feedback cell reports to the feedback champion
1. Cell consists of a feedback officer (part time role) & a data entry operator.
2. Feedback cell to coordinate the administration of feedback, response to
feedback, generation of standard reports & publication of internal portals
Cross Functional Improvement teams set up that do root
cause analysis & drive improvement initiatives
– Root cause analysis is necessary to isolate the cause of trends with actual facts
. This can be identified down to specific time periods, rooms, personnel or other
elements.
– The detailed open-ended comments can be used as suggestions of ways to
‘stand out’ and become new programs, even when the hard numbers would have
caused them to leave well enough alone
Monthly review of Feedback results & Initiatives by Top
Management
– Ensure that all departments own and accept the survey process and results.
– Stretch targets for improvement of feedback each team
– Quarterly Rewards to be linked to Guest survey
• Create a sense of urgency by tying rewards to score improvement giving
customers, in essence, veto power over raises and promotions
16. www.mastersungroup.com
Guest Feedback ProcessGuest Feedback Process
• Regular Feedback Administration Process
1. Feedback questionnaire approved for the quarter by the Feedback
Champion
2. Feedback administered to every guest during the car drop-off
3. Feedback link sent to every guest , one day after checkout through
email.
• Email also contains ombudsman ID in case guest wants
to escalate
1. Feedback Questionnaires compiled. Partly and incorrectly filled
questionnaires rejected
2. Data entry of hardcopy feedback
3. Standard automatic email response sent to happy and unhappy
guests after feedback is registered in the system by feedback cell
• Email response can be customized in case of need
1. Any escalation mail is forwarded to the ombudsman by the feedback
cell
• Standard response sent to such mails
17. www.mastersungroup.com
Guest Feedback ProcessGuest Feedback Process
Fortnightly Feedback from Third Party Forums
1. Fortnightly online visit of third party forums like Trip Advisor by
Feedback Officer
2. Attributes scores of self & competition captured for every forum
3. Subjective scores on attributes wherever objective data is not
available for every new review/feedback
4. Capture of interesting verbatim comments by bloggers & reviewers
5. Report generated with attribute scores & verbatim comments. Report
passed onto improvement teams
Monthly/Quarterly Feedback for Strategic Improvement
Initiatives
1. Department wanting to pre-test initiatives presents an appendage to
regular questionnaire
2. Appendage approved by Feedback Champion and incorporated in the
web link by Feedback Officer along with a webmaster
3. Data entry of pre-test or post-test results
4. Standard bar charts & table prepared by feedback cell along with raw
data and passed onto the concerned department
18. www.mastersungroup.com
Guest Feedback ProcessGuest Feedback Process
Analysis of Feedback
1. Standard reports generated publishing attribute scores.
2. Reports linking feedback to various drivers like guest
segment, stay, room type etc.
3. Reports linking customer segments and other customer data
to various drivers
4. Standard reports and verbatim feedback based on attributes
passed to cross functional teams for analysis
5. Data of pretest passed to the concerned department for
analysis
6. Cross functional teams analyze feedback, decided attribute
based targets and initiate improvement projects
7. Departmental teams conducting pre-test or post-test analyze
feedback and present steps to augment the strategic
improvement initiative
19. www.mastersungroup.com
Guest Feedback ProcessGuest Feedback Process
Communication of Feedback :Feedback Cell runs an Internal
Portal to publish the following
1. Standard Feedback Reports
2. Third Part y Forum attribute scores & verbatim comments
3. Pre-test Results & Post-test Results of strategic
improvement initiatives
4. Monthly stretch targets for various attributes and action plan
by cross functional teams
5. Success achieved by various teams
6. Teams that have got quarterly rewards
7. Good practices shared by successful teams
8. Number of escalations received by Ombudsman, cause of
escalation, current status of resolution
9. Interesting stories and anecdotes relating to guests and
guest feedback