Hospitality Client - Southeast Asia
We reviewed the guest opinion and satisfaction surveys they used over the years and created a new survey based upon the input of upper management, department heads, and our experience. We web-enabled the survey after beta-testing it internally and adding questions on security and safety. We formatted the survey questions by each department and functional area. The client provided us with demographic questions to cross-correlate the results by age, gender, how often they visited the property, and where they lived.
At any time within 24 hours of checkout, guests could complete the survey from their room or use the computers in the business office. Our software provided real-time reporting. Each department head received the results within 24 hours. We reported the results by overall satisfaction (and dissatisfaction) for the property and for each department. Guests could identify any outstanding service they received from an employee or department and could provide additional (positive or negative) comments for each of the departments. Department managers were responsible for sharing those results with their staff at the start of each shift, identify what they were doing well, and what changes they needed to make based on the feedback. The entire department reviewed the results and identified how the issue(s) would be resolved during a one-hour meeting.
The resort manager was not interested in having department heads rationalize the data or dismiss its relevancy, whether the feedback focused on the department in general or a specific employee in particular. Departments were required to review the data and identify any changes for improvement within this one hour meeting. Finger-pointing and blaming were not allowed. The goal was to build on areas of high satisfaction and resolve any areas (or personnel) identified for improvement.
The timeline from collection-to-delivery-to-action was reduced from two-four months to 24 hours. The resort dramatically increased their responsiveness and customer satisfaction level.
