Activity 32 – The Guest Feedback
Objective: To know what our guest say and comment about our products, service and their experience while staying with us
To facilitate:
1. All colleagues to use a mobile phone or computer and search for the hotel property account be it facebook, Instagram, wechat, google review, trust you and more.
Play style: Swipe and Scroll
Duration: 5- 10 minutes
2. Assigned one social media channel per colleague or team.
Setup: • Outdoor • Individual or Team
3. Objective is to select interesting guest feedback from the guest- One (1) delight comment and another one (1) negative comment or for improvement. 4. All colleagues will take turn to share what they read online and give solutions if it’s the negative feedback. Key Learning: • We are obsessed with delivering the best to our guests even there’s any challenge we may encounter just like the reviews online or any uncertainties. • We do upskill our colleagues, develop our operations and, hear from our guest feedback be it online or offline.
Materials: (1) Digital phone or computer (2) Optional for facilitator to print guest comment from social channels
Activity Brief:
Say: We are obsessed in delivering the best to our guests even when we receive a negative review online or face challenges in the property daily. Scenarios can be out of stock on some food items, sudden weather change or anything that can disrupt our operation.
Today, we’ll be hearing what our guest say aboutus.
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