SLTO Guest Experience : Performance Monitor Review
November
November Snapshot
16.20%
REVIEWS 229
83.80% 85.3% YTD
Positive
Negative
Booking.com
Hotels.com TY Survey Expedia
Total of 50 online reviews compared to compset avg of 26
+4 reviews compared to previous month
-2% positive reviews compared to previous month
17.8% of reviews derived from Google
2
High Impact Sentiments
Impact scores tell us which complaints or compliments have the greatest impact on review scores
SERVICE
FRIENDLY STAFF
HEALTH CLUB
COFFEE MACHINE MAINTENANCE
SHOWER MAINTENANCE
BATHROOM CLEANLINESS
3
Hotel Stay Experience Key Drivers
OVERALL STAY EXPERIENCE (TOP BOX)
Key driver performance highlights guest satisfaction in elements throughout the guest journey that impact their overall stay experience
Vs YE target -5.5%
-4.4% MOM 63.8%
YTD 69.5%
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
4
Problem Handling Scores (Post Stay Survey)
Average of all Ratings under Satisfaction with Problem Handling .
55.3% Average problem handling score for families YTD
58.4% Average problem handling score YTD
24% of guests experienced a problem
54.1% Average problem handling score
+2.1% vs Previous Month
+2.9% vs Previous Month
-7.2% vs target
-10.3% vs target
5
Comp set Index Scores : Online Reviews
COMP INDEX SCORE Online Reviews 0.96
Especially today with the adoption of guest digital engagement and online consumer shifts, performing better then the competition in online reviews is essential. We must continue to outperform the competition and stand out in the market.
VS YE TARGET -4.0%
0.99 0% MOM
YTD
LEADING AND LAGGING INDICATORS
Online performance compared to the comp set by sentiment
0.95
1.09
F&B
Service
LEADING
0.69
0.63
Room Maintenance
LAGGING
Cleanliness
6
Trip Advisor Performance
UNDERSTAND TRIP ADVISOR ALGORITHM Three Ranking Factors
Post Covid-19, we should aim to achieve a positive change in performance and Travelers ranking compared to the competition.
Quality of Reviews
Quantity of Reviews
Age of Reviews
TOP 5 TRAVELLERS RANKED HOTELS IN TORONTO
HOTEL
RANKING
Hazleton
#1
Bisha
#2
Drake
#3
Four Seasons
#4
Le Germaine
#5
7
Post stay survey : guest insights
What data does TrustYou provide us about our guests?
Date of stay
Market Code
Commentary
Country
Level of Loyalty (GC level)
Age
Room number
GC Member
8
Identifying Monthly Low Trending Sentiments
Starting in January each ops area will review monthly defects from Trust You and identify top 3 low trending sentiments which will inform continuous improvement actions plans for each department.
9
We are continuously looking for ways to develop/ enhance products and services to ensure guest delight and guest loyal at our hotels
10
Using Design Thinking for form guest centric continuous improvement plans
• Starts with guest centered understanding of the defect
Understand
• Make sense of data, dig deeper into ‘why’ to identify the root cause
Test
Define
• Collaboratively brainstorming all possible solutions to the problem statement.
• Create detailed plan with specific actions, ownership and timelines for how you will solve the defect
Plan
Ideation
• Execute the action plan , New insights are discovered and often used to redefine the defect and inform deeper understanding of the guest
Design thinking process by economist Herbert Simon
11
SLTO Guest Experience : Performance Monitor Review
November
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