SLTO Our Guests Satisfaction Review: February

SLTO Our Guests Satisfaction Review: February

Our Guests Satisfaction Review

February

1

February Guest Feedback Snapshot

• 70% of all reviews were derived from post stay surveys. • Google continues to be the largest online source contributor with 20% of all online reviews followed by Trip Advisor 8%. • Received a total of 55 online reviews compared to compset average of 24, showing continued relevance in the market online

7.00%

REVIEWS 127

91.3%

+9% MOM

Positive

Negative

Google

Booking.com

Trip Advisor

TY Survey

Expedia

2

RECAP

Our 2022 Guests Engagement Metrics (Post Stay Survey)

What are the 4 key metrics we use to measure our success in delighting guests in 2022?

4

1

2

3

LIKELIHOOD TO RECOMMEND *Bonus: Family Segment

OSE TOP BOX PERFORMANCE SCORE

AVG PROBLEM HANDLING SCORE

RECOGNITION SCORE

3

1

Refers to the % of guests who rated full score of “5” based on the “Overall Experience” question in post stay surveys

Overall Stay Experience Top Box Score

4

Hotel Stay Experience Key Drivers February

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 (71.2%) +2.0%

+11.4 MOM 77.2%

YTD 72.8%

100.0%

SLV KEY DRIVER PERFORMANCE

February 96.2 94.8

90.0%

95.3

80.0%

DEPARTURE

70.0%

OUR PEOPLE

ARRIVAL

+2.4% VS Previous Month

+0.03% VS Previous Month

+2.0% VS Previous Month

60.0%

50.0%

94.5

90.2

96.1

40.0%

ROOMS WORKING ORDER

BREAKFAST

ROOM CLEANLINESS

30.0%

+2.2% VS Previous Month

+1.1% VS Previous Month

+1.9% VS Previous Month

Dec-21

Jan-22

Feb-22

OSE Top Box

Target

5

Overall Stay Experience Score Breakdown February

3.94%

1.57%

14.17% 3.15%

70% wrote a comment about their stay

77.1 %

14.1 %

92.2 %

DEFECTS INCLUDES: • Missed turn down •

TV in washroom not working Changing room in HC had no working phone Lack of Veg IRD food options Expect more sanitization stands in PA Need more kids friendly food options

Average Score

•

Rated Top Box

Rated 80 out of 100

77.17%

• •

100 80 60 40 20

•

Drapes not working Slow service in Lobby

• •

6

Average of all Ratings under Satisfaction with Problem Handling from post stay survey

2

Problem Handling Score

7

Problem Handling FY (Post Stay Survey) February

14.29%

73.3% Average problem handling score

38% rated poor/fair/good

9.52%

42.86%

14.29%

TOP OPPORTUNTIES: •

Guest expected more- gesture to delight

19.05%

• Problem solution offered was inconvenience for guest • Guest did not bring up problem on site

+21.6% MOM +0.7 Var vs YE Target

100 80 60 40 20

8

3

Refers to the average rating of the question “How likely would you recommend this hotel to your family, friends or colleagues?” in post-stay surveys (scale of 0 – 10) * 10

Likelihood To Recommend

9

Likelihood To Recommend (NPS)

RECAP

Average rating of the question “How likely would you recommend this hotel to your family, friends or colleagues?” in post-stay surveys (scale of 0 – 10) * 10

PROMOTERS

PASSIVES

DETRACTORS

‘Passives’ gave a score of 7 or 8. They are somewhat satisfied but could easily switch to a competitor’s offering if given the opportunity. They probably wouldn’t spread any negative word-of- mouth, but are not enthusiastic enough about your products or services to actually promote them.

‘Detractors’ gave a score lower or equal to 6. They are not particularly thrilled by the product or the service.

‘Promoters’ answered 9 or 10. They love the company’s products and services. They are the repeat buyers, are the enthusiastic preachers who

They, with all likelihood, won’t purchase again from the company, could potentially damage the company’s reputation through negative word of mouth .

recommends the company products and services to other potential buyers.

What do we need to do? ✓

Efforts reaching out to the guests

What do we need to do? ✓

What do we need to do? ✓

✓

Compensation

Engage with guest to build further connection

Show we appreciate them Recognize and reward Make them feel special

✓ If guest give us a 2 nd chance to gain their trust back we will need to spend extra time and care servicing them

✓

✓

✓

Need to wow them

10

Likelihood To Recommend (NPS) February

Average rating of the question “How likely would you recommend this hotel to your family, friends or colleagues? "in post-stay surveys (scale of 0 – 10) * 10

DECTRACTOR INSIGHTS

8.00%

7.00%

Likelihood to Recommend score 9.15

100% wrote a comment about their stay 100% stayed on 3 rd week of Feb ( Feb 13-19)

83.40%

82% indicated that they stayed at hotel as a couple 73% indicated that they had a problem during their stay

Promoters Passive Detractors

+0.59 MOM +0.2 Var vs YE Target

11

4

Refers to the average of all ratings under the question "How well we made you feel recognized and valued

Recognition Score

12

RECAP

Recognition Score Average of all ratings under the question "How well we made you feel recognized and valued "

Acknowledging our guests • By using their name • Recognizing their return – Welcome back!

Showing care and respect for their individual needs • Ensuring expectations of guests needs and preferences are delivered • Showing genuine concern during recovery Expressing we value and appreciate their business • “Thank you for choosing Shangri - La…Thank you for joining us…” • “We hope to see you again soon.” • Giving guests your undivided attention- friendly and kind

Doing more then expected through thoughtful recognition • Recognizing what you know by thoughtfully doing more to delight

13

Recognition Score February

Refers to the average of all ratings under the question "How well we made you feel recognized and valued

FEBRUARY GUEST RECOGNITION COMMENTS

Wonderful greeting upon check in. I appreciated early check in

Sent desserts and a hand written card to our room to wish us a happy anniversary.

Recognition score 93.2 %

The lounge area was lovely as well. We were prioritized as promised and they accommodated a table change request as well. Overall great experience

The entire experience made us feel special

The room was decorated and set up beautifully upon our request and the staff did a wonderful job setting it up.

Any time we had a request for the hotel such as additional water or extra plates, they were so prompt in responding and delivering such items

+4.1% vs previous month +1.7 Var vs YE Target

Remembered our names and trying to accommodate us with any request.

Really made us feel special during our stay.

We returned from dinner to find a delicious chocolate cake and a hand written note wishing us a happy anniversary.

14

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

The Hazelton

#1

1 Hotel

#2

Bisha Hotel

#3

Drake Hotel

#4

Today, we are #7 in the city!

Le Germain

#5

15

February YTD Performance Summary

As of the end of February, we are achieving all our 4 guest satisfaction performance YE targets

Average Prob Handling score YTD 63.7 %

OSE Top box score YTD 72.8 %

Likelihood to recommend score YTD 8.92

Recognition score YTD 91.7 %

2022 Target: 63% Var vs Target: +0.07%

2022 Target: 71.2% Var vs Target : +1.6%

2022 Target: 8.76 Var vs Target : +0.16

2022 Target: 90% Var vs Target : +1.7%

* YTD scores reflect scores as of Feb 28 th

16

Review of Low Trending Sentiments : Activity

Housekeeping

1. Write down every specific guest defect that occurred 2. Identify any defect trends- More then one occurrence 3. For each defect trend, dig deeper- Ask WHY(1) WHY (2) WHY (3)

17

Review of Low Trending Sentiments : Activity

F&B

1. Write down every specific guest defect that occurred 2. Identify any defect trends- More then one occurrence 3. For each defect trend, dig deeper- Ask WHY(1) WHY (2) WHY (3)

18

Review of Low Trending Sentiments : Activity

Front Office/ Concierge/ Health Club

1. Write down every specific guest defect that occurred 2. Identify any defect trends- More then one occurrence 3. For each defect trend, dig deeper- Ask WHY(1) WHY (2) WHY (3)

19

Monthly Low Trending Sentiments

As we continue to be obsessed over guest experiences, we will review guest feedback each month and identify any low trending sentiments to further develop corrective action plans in efforts to enhance our overall guest experiences at SLTO

Health Club

Housekeeping

FO/CON/GS/GEN

F&B

February

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Our Guests Satisfaction Review

February

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