One Step Ahead

Question 1

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.

Answer

The old surveys were inaccurate.

Answer

Studies show that people are more honest on quizes that have love in the title.

Question 2

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/he...

Answer

Guest love is our guest rewards program.

Answer

A survey that employees take when they are hired to determine whether they are social enough for a service
position.

Question 3

3/5

. How is Guest Love calculated?

Guest Love is based on calculating the percentage of scores that are 8, 9, or 10.

Answer

Guest love is calculated with long division.

Answer

guest love is based on how long the guest stays at our hotel.

Question 4

4/5

What 3 service behaviors are key at our Hotel?

Create confidence, Encourage Success, Make it Happen

Answer

Do your best, always smile at guests and say HI, report all safety issues to a supervisor

Answer

clock in, let someone else handle it, clock out

Question 5

5/5

Are prizes given for participation in these activities?

No

Yes

Answer

Only if you get all the answers correct