Hotel Stay Experience Key Drivers
OVERALL STAY EXPERIENCE (TOP BOX)
Overall stay experience Top Box score decreased in Nov to 63.8% (-4.4% vs. last month) mainly due to declined Rooms working order scores (-5.4% vs. last month)
Vs YE target -5.5%
-4.4% MOM 63.8%
YTD 69.5%
Breakfast scores increased to 86.7% (+2.1% vs. last month)
MEIA KEY DRIVER PERFORMANCE
100.0%
NOVEMBER 92.9 88.9
90.0%
91.7
80.0%
DEPARTURE
OUR PEOPLE
ARRIVAL
70.0%
+0.02% VS Previous Month
+0.01% VS Previous Month
-1.2% VS Previous Month
60.0%
50.0%
89.2
86.7
93.7
40.0%
ROOMS WORKING ORDER
BREAKFAST
ROOM CLEANLINESS
30.0%
+2.1% VS Previous Month
-5.4% VS Previous Month
-1.9% VS Previous Month
Sep-21
Oct-21
Nov-21
OSE Top Box
Family Segment
Target
22
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