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NOVEMBER: SLTO Guest Experience : Performance Monitor Review
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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 >Page 1 Page 2 Page 3 Page 4 Page 5 Page 6 Page 7 Page 8 Page 9 Page 10 Page 11 Page 12
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