SLV Guest Satisfaction Huddle: January

SLV Guest Satisfaction Huddle: January

Our Guests Satisfaction Review

January

1

Our Guest Engagement Goals for 2022

What does success look like?

2

BSC Base Metrics- OUR GUESTS

• Guest Engagement (post stay surveys)

• Safety and Security Audits

• Internet Service Quality Audits

*Bonus: Cleanliness Inspection-Guest Room

*Bonus: Internal Audit-Issue Resolution

3

Our 2022 Guests Engagement Metrics (Post Stay Survey)

4 key metrics to directly measure our success in delighting our valued guests in 2022

NEW

NEW

4

1

2

3

LIKELIHOOD TO RECOMMEND *Bonus: Family Segment

OSE TOP BOX PERFORMANCE SCORE

AVG PROBLEM HANDLING SCORE

RECOGNITION SCORE

4

Our 2022 Guests Engagement Metrics (Post Stay Survey)

4 key metrics to directly measure our success in delighting our valued guests in 2022

NEW

NEW

4

1

2

3

LIKELIHOOD TO RECOMMEND *Bonus: Family Segment

OSE TOP BOX PERFORMANCE SCORE

AVG PROBLEM HANDLING SCORE

RECOGNITION SCORE

5

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

6

Likelihood To Recommend (NPS)

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

7

Likelihood To Recommend (NPS)

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

8

Net Promoter Score Economics

It would cost a company much more money to win back a detractor as opposed to simply keeping promoters on board

Buy more from the company they love

• •

Require less customer service

• Will refer friends and relatives for free= less spend on marketing needed

Can file complaints

•

• Need more time and resources to be served • W on’t buy more products and services • Bad word of mouth

9

ACTIVITY 5 mins, in pairs

Think of a company/brand or product that you would personally recommend.

Share this with your partner!

10

“How likely are you to recommend”

Guest Loyalty Indicator

Willingness to talk up a company or product to friends, family, and colleagues is one of the best indicators of loyalty because of the guests' sacrifice in making the recommendation. When guests act as references, they do more than indicate they’ve received value from a company; they put their own reputations on the line, only possible when they feel intense loyalty.

11

Converting guests into promoters and building true loyalty

LET'S REMAIN OBSESSED OVER THE CUSTOMER EXPERIENCE

Create value for them

Build connection through engagement

Be eager to learn about them

Use their feedback

12

Our 2022 Guests Engagement Metrics (Post Stay Survey)

4 key metrics to directly measure our success in delighting our valued guests in 2022

NEW

NEW

4

1

2

3

LIKELIHOOD TO RECOMMEND *Bonus: Family Segment

OSE TOP BOX PERFORMANCE SCORE

AVG PROBLEM HANDLING SCORE

RECOGNITION SCORE

13

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

Recognition Score

14

Examples of recognizing and making our guests feel valued at SLV JANUARY

I stay at this location every two months and I have noticed the service is very inconsistent especially with housekeeping. I realize the restaurant isn't under your management but the efficiency of service and the mediocre menu there reflects poorly on your hotel. The friendliest person is the Judy who opens the gym in the morning. She remembers our name, is always smiling, remembers what we like to drink and even if we need extra towels or not. My most recent stay was quite average and now considering trying your competitors . We had a amazing experience at the Shangri La. From the moment we arrived to the moment we left the staff we treated us like gold. Surprised us with complementary beers after we told the front desk we were there for the night to go to a hockey game. That alone made my husband happy. The room was very clean and comfortable. I was impressed with the front desk staff even remembering our name later that evening when we were looking for a place open for supper after the game. I would highly recommend this hotel to everyone. I don’t think they could have been any kinder or more helpful. So thank you Shangri La for training and hiring great staff.

What a wonderful stay. Emma was really kind and helpful when I inquired about the hotel. I decided to book a stay because of her excellent customer service. It was a last minute booking and everything was perfect. My mom had a magical surprise birthday staycation, and the lovely gift they gave her upon arrival was much appreciated. We loved it so much that we extended our stay an extra night.

This was my first time staying at the Shangri-la and it will definitely not be my last! The service was amazing, and we felt very valued. The room was great and the bathroom even better. Such a lovely experience!

We felt very well taken care of throughout the visit and appreciated the room upgrade and the gifts

The front end manager was very professional and fast to resolve our issue Housekeeping did not have our room ready and the manager accommodated us in the restaurant while we waited. He then let us use the library for our wedding. Some times issues arise unexpectedly and he was great at handling this. Kudos to him.

Every interaction with staff was pleasant and welcoming. The amenities and thoughtful touches throughout the hotel are impressive, and every possible need seems to be met. Incredible level of service all around. No recommendations I can think of.

I had a lovely and relaxing mini get-away for my birthday. The staff were extremely friendly, helpful, and made a birthday girl feel special.

15

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

16

Doing more then expected through thoughtful recognition

Recognizing what you know by thoughtfully doing more to delight

RECOGNITION SPECTRUM

What is expected

vs Thoughtfully Doing More

What we know about the guest

Expected recognition

Thoughtfully doing more to recognize what we know

Family travelling with baby

Crib set up in room

Baby amenities conveniently set up in room

• • • •

•

Kids friendly food offerings Room is ready upon arrival

• Room is made baby proof ( sharp edges covered)

Flexible late check out

Ms. Smith is celebrating her birthday

• FO agent wishes Ms. Smith Happy Birthday upon check in • Birthday amenity set up in room with card •

Colleagues in various depts. wishes Mr. Smith Happy Birthday • Concierge offers to assist with transportation, dining reservations etc. for Ms. Smith special celebration • FO offers complimentary late check out IRD order taker suggests appropriate food pairing which goes well with drink • Offering a seasonal featured cocktail with similar flavor profile as a Manhattan for Mr. Chan to try something new and exciting which he will enjoy • FO agent highlights new hotel features since guest's previous visit and any local activity happenings in the city (ex. new spring menu launched in restaurant, weekend art exhibit)

Mr. Chan always drinks Manhattan cocktail

• IRD order taker offers Mr.Chan his preferred cocktail upon taking dinner order •

Return hotel guest

• Saying welcome back vs. Welcome to Shangri-La

17

January Performance and 2022 Targets

* YTD scores reflect scores as of January 31 st

Average Prob Handling score YTD 65.2 %

OSE Top box score YTD 75.8 %

Likelihood to recommend score YTD 9.00

Recognition score YTD 93.6 %

2022 Target: 68.2% Var vs YE Target : -2.8% *Bonus points target: 85%

2022 Target: 8.96 Var vs YE Target : +0.04% *Bonus points target: 9.30

2022 Target: 77.8% Var vs YE Target : -2.0%

2022 Target: 90% Var vs YE Target : +3.6%

18

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 experience at SLV.

Spa/ HC

Housekeeping

FO/CON/GS

IRD

January

February

March

19

Review of Low Trending Sentiments : Post work Activity (For Ops Leaders)

January

Spa and Health Club

Front Office/Concierge

Housekeeping

In Room Dining

20

Our Guests Satisfaction Review

January 2022

21