Overall Satisfaction Rating of an 8 : Overall Satisfaction = 8. Internet without Compensation: Internet Performance < 8

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1 - Mapping The Rapid Response Templates will be available based on the following criteria: Thank You: Overall Satisfaction = 9 or 10 AND Intent to Recommend = 9 or 10 Apology: Overall Satisfaction < 6 Apology with Compensation: Overall Satisfaction < 6 Overall Satisfaction Rating of an 8 : Overall Satisfaction = 8 Cleanliness: Room Cleanliness < 8 Arrival Experience: Arrival Experience < 8 Noise: Overall Satisfaction < 8 Renovation: Overall Satisfaction < 8 Food & Beverage: F&B Satisfaction < 8 Internet with Compensation: Internet Performance < 8 Internet without Compensation: Internet Performance < 8 Response to be sent after the hotel calls the guest: Overall Satisfaction < 8 Situations Needing Special Handling Option 1: All responses and reviews Situations Needing Special Handling Option 2: All responses and reviews Blank: All responses and reviews Please see subsequent pages for the text included in each template.

2 TITLE: THANK YOU OPTION 1 Criteria - Overall Satisfaction = 9 or 10 AND Intent to Recommend = 9 or 10 Thank you for sharing your experience at the HOTEL NAME through the Guest Satisfaction Survey. As a VALUED CUSTOMER/MARRIOTT REWARDS MEMBER STATUS, we appreciate your feedback and are delighted to hear that you had a great stay. With a spirit to serve, we take great pride in not only meeting, but exceeding your expectations. Your feedback is integral to our ability to continue to improve our service. Thank you again for your time and come visit us again soon! TITLE: THANK YOU OPTION 2 Criteria - Overall Satisfaction = 9 or 10 AND Intent to Recommend = 9 or 10 Thank you for sharing your experience at the HOTEL NAME through the Guest Satisfaction Survey. With a mission to provide superior customer service, we take great pride in serving your needs and are delighted to hear that we have met your expectations. As a VALUED CUSTOMER/MARRIOTT REWARDS MEMBER STATUS, your feedback will be shared with the team to continue to inspire and motivate them to deliver exceptional customer service. Thank you for staying at the HOTEL NAME and we hope you choose to stay with us again whenever your travel needs bring you back to CITY OF HOTEL.

3 TITLE: APOLOGY WITHOUT COMPENSATION Criteria - Overall Satisfaction < 6 Thank you for taking the time to complete the Guest Satisfaction Survey in regards to your recent stay at the HOTEL NAME. As we pride ourselves on delivering a memorable hotel experience during your travels, we have unfortunately fallen short of our goal during your recent stay. Please accept our sincere apology for GUEST ISSUE. We have shared your feedback with the appropriate hotel team to ensure that this was an isolated issue that is corrected moving forward. Upholding our commitment to provide a memorable experience with exceptional service, we hope to have an opportunity to better your experience with us whenever your travels bring you back to CITY OF HOTEL. TITLE: APOLOGY COMPENSATION Criteria - Overall Satisfaction < 6 Thank you for taking the time to complete the Guest Satisfaction Survey in regards to your recent stay at the HOTEL NAME. As we pride ourselves on delivering a memorable hotel experience during your travels, we have unfortunately fallen short of our goal during your recent stay. Please accept our sincere apology for GUEST ISSUE. We have shared your feedback with the appropriate hotel team to ensure that this was an isolated issue. Upholding my commitment to provide a memorable experience with exceptional service, I would like to offer you INSERT OFFER for your next stay. Once again, thank your for your valued feedback and we hope to serve you again whenever your travels bring you back to CITY OF HOTEL.

4 TITLE: OVERALL SAT RATING OF AN 8 Criteria - Overall Satisfaction = 8 Thank you for taking the time to complete the Guest Satisfaction Survey in regards to your recent stay at the HOTEL NAME. As a VALUED GUEST/ MARRIOTT REWARDS MEMEBER STATUS, we see that there is room for improvement based on your feedback. We saw that you rated your overall satisfaction an 8 ; however, we also noticed that there were several missed opportunities. Please accept our apology for not meeting your expectations during your stay. As we strive to deliver a flawless guest experience, we would love to discuss your areas of concerns further. Whenever you have a moment, feel free to contact me directly at the address below so that we can continue to improve our hotel operations. TITLE: CLEANLINESS Criteria - Room Cleanliness < 8 As the cleanliness of our hotel is a key priority, I am very sorry that your guestroom fell short of your expectations. Please rest assured that your comments have been shared with the housekeeping team in an effort to improve our service. As a VALUED CUSTOMER/MARRIOTT REWARDS MEMBER STATUS, we hope you choose to stay with us whenever your travels bring you back to CITY OF HOTEL.

5 TITLE: ARRIVAL EXPERIENCE Criteria - Arrival Experience < 8 One of our key priorities is to provide the highest level of friendly and courteous service. While it was a pleasure having you here as our guest, your feedback regarding the service our team provided caught my attention. I am very sorry to learn that the quality of service provided by our front desk staff did not quite meet your - or our - expectations. Please rest assured that your comments have been shared with the team in an effort to improve our ARRIVAL/CHECK-OUT EXPERIENCE. Thank you for being a VALUED CUSTOMER/ MARRIOTT REWARDS MEMBER STATUS and we hope to serve you again whenever your travels bring you back to CITY OF HOTEL. TITLE: NOISE Criteria - Overall Satisfaction < 8 Every process put in place is aimed at providing you with an unforgettable hotel experience. From your recent feedback, I am disappointed to learn that we fell short of your expectations. I would like to take this time to apologize for the noise disturbance caused by OTHER GUESTS/OUTSIDE NOISE/ETC. Rest assured, we are taking steps to help ensure problems of this nature do not occur in the future. As a VALUED CUSTOMER/MARRIOTT REWARDS MEMBER STATUS, thank you again for your feedback and we hope to serve you again whenever your travels bring you back to CITY OF HOTEL..

6 TITLE: RENOVATION Criteria - Overall Satisfaction < 8 I am very sorry our current appearance was not what you had anticipated. We strive to maintain the highest standards, not only in service, but also with regards to maintaining the overall look and feel of the hotel. Unfortunately, this sometimes requires essential renovations in our guest areas. As you noticed, we are currently UNDERGOING/ABOUT TO UNDERGO a major renovation of our AREA/AREAS OF RENOVATON. THIS/ THESE AREA/AREAS IS/ARE sure to provide a highly functional space and stylish décor that meet the modern needs of our valued guests, like you. Although we fell short of meeting your expectations during your past stay, I hope you will consider HOTEL NAME on your next visit to CITY OF HOTEL so that we can better deliver upon the guest experience you deserve. TITLE: F&B Criteria - Food Quality < 8 or Food Service < 8 As a VALUED CUSTOMER/ MARRIOTT REWARDS MEMBER STATUS, I was disappointed to hear about your experience in our dining outlet. With aspiration to always exceed guest expectations, we have unfortunately fallen short of this goal during your recent stay. Your valued feedback highlighted a number of areas for improvement that I have since shared with the Executive Chef and Restaurant Manager, who join me in offering their apologies for their team s shortcomings. Once again, thank you for providing feedback that will ultimately help improve our dining procedures and effectiveness. We hope you choose to stay with us again whenever your travels bring you back to CITY OF HOTEL so that we can provide you with a premium dining experience that not only meet, but exceed your expectations.

7 TITLE: INTERNET COMPENSATION Criteria - Internet Performance < 8 It appears from your feedback that there were a few challenges during your stay with Internet performance. In today s modern world, we certainly understand how important Internet performance is to ensuring an enjoyable stay, whether it s to stay connected with colleagues during business travel or with family and friends during leisure adventures. I truly apologize that the service was not fully functional during your stay. As a sign of our commitment and apology to you, we would like to offer you INSERT OFFER for your next stay. Once again, thank you for your valued feedback and we hope to serve you again whenever your travels bring you back to CITY OF HOTEL. TITLE: INTERNET WITHOUT COMPENSATION Criteria - Internet Performance < 8 It appears from your feedback that there were a few challenges during your stay with Internet performance. In today s modern world, we certainly understand how important Internet performance is to ensuring an enjoyable stay, whether it s to stay connected with colleagues during business travel or with family and friends during leisure adventures. I truly apologize that the service was not fully functional during your stay. I, along with all other hotel associates, are passionate about offering the best possible experience to all of our guests and are subsequently looking into ways to improve the reliability of our Internet service. Thank you again for taking the time to share your feedback with us!

8 TITLE: Response to be sent after the hotel calls the guest (NEW) Criteria - Overall Satisfaction < 8 Thank you for taking the time to speak with me about your recent stay at [HOTEL NAME]. While it was disappointing to hear that your stay with us fell short of your expectations, I am grateful I was able to connect with you on the phone to learn more about [PROVIDE DETAIL ON ISSUE DISCUSSED ON THE CALL]. Our aim is to provide all guests (especially you) with an unforgettable hotel experience and your honest feedback is an important part of that process. We sincerely apologize for our shortcomings and will share your feedback with the appropriate hotel team. We hope you choose to stay with us whenever your travels bring you back to [CITY OF HOTEL]. TITLE: Situation Needs Special Handling Option 1 Criteria - All responses and reviews Thank you for taking the time to share your thoughts regarding this issue. We appreciate you bringing it to our attention. We will share your message appropriately within the organization. TITLE: Situation Needs Special Handling Option 2 Criteria - All responses and reviews Thank you for bringing this to our attention. We take matters such as this very seriously. As a result, please allow us some time to look into this matter further.