One Step Ahead General evaluation of staff ability to reinforce our service behavior. lholl1 published on September 07, 20164 responses 0 « Previous Next » Questions in vertical order 1/5 Why are we introducing(Guest Love) this new way of measuring Overall Experience / OSAT? We found that an Overall Experience / OSAT score of 8 or above (i.e. Guest Love) relates to a much higher probability of intent to return. The old surveys were inaccurate. Studies show that people are more honest on quizes that have love in the title. 2/5 . What is Guest Love? Guest Love is a different method based on calculating the percentage of scores that are 8, 9 or 10; to measuring a guest’s overall satisfaction with his/her stay. Guest love is our guest rewards program. A survey that employees take when they are hired to determine whether they are social enough for a service position. 3/5 . How is Guest Love calculated? Guest love is calculated with long division. guest love is based on how long the guest stays at our hotel. Guest Love is based on calculating the percentage of scores that are 8, 9, or 10. 4/5 What 3 service behaviors are key at our Hotel? Do your best, always smile at guests and say HI, report all safety issues to a supervisor Create confidence, Encourage Success, Make it Happen clock in, let someone else handle it, clock out 5/5 Are prizes given for participation in these activities? No Yes Only if you get all the answers correct
