1. Actionable Insight: From Reporting to Strategic Action. Meetings Satisfaction Tracking System (MSTS) Job Aid. crowneplaza.com

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1 1. Actionable Insight: From Reporting to Strategic Action Meetings Satisfaction Tracking System (MSTS) Job Aid crowneplaza.com

2 1. Actionable Insight: From Reporting to Strategic Action Overview The MSTS survey is generated by bookings information from your event management system (e.g. Delphi or Opera) which will trigger the post-event survey to be launched 3 days after the event ends at your hotel. The survey will be sent directly to your event contact listed within your event management system. As the system works from data provided about the actual bookings arrival and departure dates, surveys are sent very close to the event time, which yields better participation and response rates, based on best practices. Metrics Overview 5 Main Sections of the MSTS Survey The survey consists of 5 main sections as evaluated by the Meeting Planner: Overall Satisfaction Sales Phase Meeting/Event Planning Onsite Experience Meeting Planner Demographics 4 Key Metrics There are four key metrics which are calculated based on rolling up individual related questions rated by Meeting Planners: MOS Meeting Overall Satisfaction CPMD Crowne Plaza Meetings Director Delivery MSI Meeting Service Index MPI Meeting Product Index 2 1. Actionable Insight: From Reporting to Strategic Action crowneplaza.com

3 Scoring Overview 7 Point Scale Survey ratings are calculated on a weighted average distribution based on a 7-point linear scoring model ranging from 7 - Strongly Agree (or Very Satisfied) to 1 - Strongly Disagree (or Very Dissatisfied). Each response choice is assigned a specific value as follows: 7 = Strongly Agree/Very Satisfied = 100 points 6 = Agree/Satisfied = 83 points 5 = Somewhat Agree/Satisfied = 66 points 4 = Neutral = 50 points 3 = Somewhat Disagree/Dissatisfied = 33 points 2 = Disagree/Dissatisfied = 16 points 1 = Strongly Disagree/Very Dissatisfied = 0 points N/A = Not Applicable = Does not impact the scoring Yes/No Questions Although Yes/No question types will contribute to the demographic percentages within the Demographic section of your reports, there are three questions within the Sales Phase of the survey that are also assigned a rating based on Yes/No Response and are therefore rolled into your Meeting Service Index (MSI) score. For the below questions, a Yes response is assigned a 7 and a No response is assigned a The sales manager or sales team member understood what I needed for a successful event and met my needs. 2. The sales manager or sales team member informed me of a single point of contact known as the Crowne Plaza Meetings Director or Crowne Plaza Meetings Manager. 3. The Sales Manager informed me that the Crowne Plaza Meetings Director or Crowne Plaza Meetings Manager would offer to meet daily to debrief on the event. Not Applicable Responses Meeting Planners will also have the option of selecting N/A or Not Applicable for rated questions within the survey. Alternatively, Meeting Planners can submit a survey without selecting any answer at all, even N/A. Selections of N/A or no selection at all for a question will not affect scores or key metric index values. Free Form Text Comments Meeting Planners will have the option to provide comments related to their selection within section comment boxes (e.g. at the end of Sales, Event, Food & Beverage, Billing, etc.). These comments will not contribute to key metric scoring, but will be available for your hotel s analysis of Meeting Planner feedback Actionable Insight: From Reporting to Strategic Action crowneplaza.com

4 Property Ranking MOS or Meeting Overall Satisfaction index is the key metric for your hotel ranking and benchmarking, both regionally and brand-wide. This index is made up of a group of overall satisfaction questions with the ratings obtained for each question averaged to derive the MOS score. Within your Monthly MOS Report, scores will be provided for current month, 3-month rolling and 12-month rolling. The score for each individual question will also be reported to assist you in determining any areas performing below average, indicating further review is needed to determine actions to improve. In order to be eligible for monthly ranking status within the Quarterly Ranking Report hosted on IHG Reporting, your hotel must collect, at minimum, 15 surveys per rolling 3-month period. Meetings Service Excellence Rating Recognizing strong performance inspires everyone to continue to deliver a successful meetings experience. We have developed the Meetings Service Excellence designation to recognize our strongest performing meetings hotels, as rated by our Meeting Planners. Updated on a quarterly basis on crowneplaza.com, hotels that achieve a 3-month rolling Meetings Overall Satisfaction (MOS) score of 90 or above (having collected, at minimum, 15 surveys per rolling 3-month period) will be featured as a Meetings Service Excellence hotel with a banner placed on your meeting s content page on crowneplaza.com. By having the designation, when a Meeting Planner searches for your property and is viewing potential venue options, your hotel is better positioned as delivering a strong meetings experience. Available Reporting Overview of the Reporting Portals As part of the MSTS tool, your hotel has the ability to access dynamic, or on-demand reporting available by logging into with your hotel s unique sign-on access. Note: if you cannot recall your login, access where you can request your password to be resent by selecting the Forgot your password? link or by contacting UniFocus support at service@unifocus.com. Monthly static reporting, which will contain ranking information, trending and company benchmarking, will be available from both and through IHG Reporting on Merlin around the 5th of each month. Note: for convenience, all reports are downloadable in PDF or Excel Actionable Insight: From Reporting to Strategic Action crowneplaza.com

5 Overview of Dynamic Reporting Dynamic reports Dynamic reports are those that can be run ad-hoc, at any time, using by any hotel, regional or corporate user. All Crowne Plaza brand hotel users will have access to the Classic and MEETINGScope Dashboards, Top Line Summary Report, and Find an Event/ Planner/Comment/Search Functionality. A. MEETINGScope Dashboard Access to real-time, intuitive and easy-to-use reporting Dashboard for a convenient At A Glance look at aggregate results with easy-to-navigate drill-down functionality. B. Classic Dashboard View your hotel s scores, most recent surveys and comparisons to the Crowne Plaza brand and regional averages on a monthly basis. Users at your hotel can drill down into specific areas for more information. C. Top Line Summary Report Query responses to specific survey questions and Meeting Planner comments for a particular date range (e.g. identify trending of occurrences, etc.) D. Search functionality Search for Meeting Planner comments, Meeting Planner contact details and event information. E. Staff Matrix Report (for GM and DOS only) Allows the General Manager and Director of Sales to measure hotel colleague performance for their respective events. This report can be useful in one to one meetings or performance reviews for hotel colleagues. Note: UniFocus grants and maintains the special administrative access rights necessary for the GM and DOS to access this report Actionable Insight: From Reporting to Strategic Action crowneplaza.com

6 MEETINGScope Dashboard What is the dashboard? The MEETINGScope Dashboard will default upon initial login. The MEETINGScope Dashboard does not replace the Classic Dashboard, but only enhances the layout and dynamic capabilities through the MSTS tool. With the MEETINGScope Dashboard, you have access to view your trending Key Metric Scores by month, Survey Activity, Department/Group Ratings, Property Rankings, and Key Opportunities designed to showcase information in an organized, dynamic way. How to navigate? Upon logging in to your hotel will have access to two dynamic reporting tools which will be displayed in the folder labeled MEETINGScope on the left-side navigation panel. By selecting the small notepad icon with green arrow at the top-right of each section, you can drill down to more detail by section Actionable Insight: From Reporting to Strategic Action crowneplaza.com

7 At a Glance The At a Glance section indicates the latest 6 months of available 3-month rolling Meeting Overall Satisfaction (MOS) Scores including comparison to brand benchmark as well as an MOS Health Check Gauge. Key Metric Gauge and Color-Coding Key Rating of = Green = Yellow = Orange 1 50 = Red As you study this section, ask the following questions: How is my hotel s MOS Key Metric Health? Are we in the green, yellow, orange or red zone? How does my hotel compare to the brand benchmark scores over the past months? 7 1. Actionable Insight: From Reporting to Strategic Action crowneplaza.com

8 Survey Activity The Survey Activity section is important to provide a quick view of your hotel s Response Rate based on the provided number of surveys sent and number of surveys taken. Here, you can also view the number of surveys awaiting Meeting Planner completion. As you study this section, ask the following questions: What is my hotel s response rate for the selected period? Have I seen a lift of decline since I ve last viewed this information? Do I have a lower than expected Sent number of surveys? And perhaps need to increase efforts to capture accurate Meeting Planner information in my Event Management System? Is there a high number of surveys waiting to be completed? Perhaps we need to follow up? Note: For additional information please see the Driving Response Rate: Start to Finish Survey Education MSTS Job Aid. Department/Group Ratings Department/Group Ratings provide access to ratings by Group (e.g. Overall, Audio Visual, etc.), Classification (e.g. MOS, CPMD, MSI or MPI) and responses to the Non-Rated Questions (e.g. Did your event include Food & Beverage Services?) As you study this section, ask the following questions: What are the department/groups, classifications, or non-rated questions that are trending positively? Negatively? Are there department/groups, classifications, or non-rated questions that are seeing no change over time? Which departments/groups have seen the most significant change? What might have caused this so that I can either replicate for other departments for improvement or ensure it is corrected? 8 1. Actionable Insight: From Reporting to Strategic Action crowneplaza.com

9 Key Opportunities The Key Opportunities section provides valuable insight into the aspects of the meetings or event experience which are most important to your Meeting Planners based on analysis of question ratings over time. Also, here you can locate the average rating and total number of responses for a select period. As you study this section, ask the following questions: What are my hotel s lowest scoring areas of meetings and events delivery? What is my action plan to review further detail around these key opportunity areas? Note: For more information about the MEETINGScope Dashboard refer to the Getting the Most From Your MEETINGScope Dashboard MSTS Job Aid Actionable Insight: From Reporting to Strategic Action crowneplaza.com

10 Classic Dashboard What is the dashboard? 1. The Classic Dashboard is also accessed from your MEETINGScope folder along the left-side navigation panel of 2. The Classic Dashboard will highlight your current MOS performance score for the most recent month, along with your hotel s variance to the regional and brand MOS average scores. Last month and same month last year will also display. 3. Here, you can review up to 20 recent survey results, view your MOS trending for up to 13 months, and access recent monthly reports. Full and detailed survey results can be accessed by selecting the name of the Meeting Planner or Event Name directly within the Recent Surveys area. How to navigate? 1. When using the Classic Dashboard, you can drill into monthly scores and individual surveys by selecting the guest name. When you select the individual survey, you can view survey responses by question detail. 2. By selecting a month s bar within the MOS graph, you can drill into the Top Line Summary Report for the selected month Actionable Insight: From Reporting to Strategic Action crowneplaza.com

11 Top Line Summary Report What is the report? 1. The Top Line Summary Report is a real-time dynamic report on that displays the Key Indicator scores throughout the month eliminating the wait until the Monthly MOS Report is published. 2. Criteria can be set as desired in your Top Line Summary Report by selecting the appropriate drop-down filters for your Project (which will be the name of your hotel followed by the word MEETINGScope), Manager, date range (Start Date, End Date), and the question types you would like to view. You can also set your scoring criteria by comparison and run date. To expand the question groups and view further scoring details by question simply select the plus sign to the left of the question group Actionable Insight: From Reporting to Strategic Action crowneplaza.com

12 Find an Event/Planner/Comment Search Functionality What is the report? MSTS provides the benefit of powerful search tools directly on All event information and feedback will be available to your hotel. Search tools include Find a comment, Find a Meeting Planner and Find an event. These tools provide your hotel the ability to search for past or upcoming event details, Meeting Planner contact information, all survey results, and key words/phrases for any date range. Your hotel will be able to drill into specific event details, Meeting Planner details, and the full survey result from this report, or simply download your output to an Excel spreadsheet. By accessing your event or Meeting Planner details, you ll be able to see historical information, such as the lowest scoring areas and questions from your Meeting Planner s previous survey results. This feature will assist you in correcting any problems experienced from previous meetings and events and assist in your service recovery and repeat booking efforts. Full drill-down capabilities are available on the MSTS portal and should be accessed on an ongoing basis and used by your MSTS Champion to assess meetings delivery. Find a Comment 1. When searching for a comment, select Find a comment within the left-side navigation panel. Select your date range and search for a certain word or phrase. 2. The next view will showcase any comments in your selected date range that include the specific searched word or phrase Actionable Insight: From Reporting to Strategic Action crowneplaza.com

13 Find a Meeting Planner 1. When searching for a Meeting Planner, select Find a Planner within the left-side navigation panel and enter the available contact information. Once the information is entered, select Search Planners. 2. The next view will provide the Meeting Planner contact information, total number of surveys sent and completed. By selecting a Meeting Planner contact name, you can view their last 3 survey Key Indicators and Lowest Scoring Questions and additional drill down functionality into their individual survey details. Note: You will see Meeting Planner names and results only for Meeting Planners that have held a meeting/event at your hotel Actionable Insight: From Reporting to Strategic Action crowneplaza.com

14 Find an Event 1. When searching for a specific event, select Find an event within the left-side navigation panel and enter the name of the event and click search. 2. Once you have entered your desired event details, the information results will include the status (e.g. pending, booked, cancelled), start/end dates, name of the event and primary Meeting Planner details Actionable Insight: From Reporting to Strategic Action crowneplaza.com

15 Staff Matrix Report What is the report? The Staff Matrix Report provides the ability for the General Manager and Director of Sales to measure ratings over time, specific to events linked to colleagues. Consider using this report to share feedback with colleagues in one to one meetings or performance reviews Actionable Insight: From Reporting to Strategic Action crowneplaza.com

16 Overview of Static Reporting Static reports Static reports post monthly on IHG Reporting on Merlin or on They are report books and cannot be run ad hoc or on demand. Any hotel colleague that can log into MSTS has access to the Monthly MOS report. The MSTS Champion or any MSTS Administrator at your hotel can set up report notifications to send you an each month when the report is posted. Static Reports available include: A. Weekly Flash Report Providing notifications to the MSTS Champion, Crowne Plaza Meetings Director, DOS, Director of Catering and F&B Director each Monday on recent surveys launched with their respective responses as well as those awaiting completion. B. Monthly MOS Report Illustrates your individual hotel scores from the previous month as compared to the brand and regional averages for the month, with areas for focus and improvement as well as success. Summary of Meeting Planner demographics and comments are also included. C. Monthly MOS Ranking Report Ranks your hotel by 3-month MOS score against all Crowne Plaza hotels within your region. To qualify for ranking, your hotel must obtain a minimum of 15 completed surveys over a 3-month rolling period Actionable Insight: From Reporting to Strategic Action crowneplaza.com

17 Weekly Flash Report What is the report? The Weekly Flash Report highlights recent surveys launched and responses received, as well as those surveys awaiting meeting planner completion. The Weekly Flash report notifies the hotel team of any issues that may prevent a survey from being distributed, such as missing an address. The Weekly Flash Report is ed to the MSTS Champion, Crowne Plaza Meetings Director, Director of Sales, Director of Catering and F&B Director each Monday. The MSTS Champion should follow up on any outstanding items to ensure surveys can be sent to our meeting planner customers within a timely manner, following their event. Monthly MOS Report What is the report? Each month, you can view your hotels Monthly MOS Report from or IHG Reporting on Merlin. This report provides a host of metrics and question analysis including MOS and key metric overviews, survey counts, variance, by group/question detail and expanded reports with information around demographics, response distribution, comments and department trending Actionable Insight: From Reporting to Strategic Action crowneplaza.com

18 How to navigate? The Executive Overview Page 1 gives a high level overview of your hotel s performance for the previous month as well as trending for the last 12 months. The report is separated into three sections trending graphs for the key indexes (MOS, CPMD, MSI, MPI), the questions that roll into the MOS score, and the General Variance Trend Summary. As you study the Executive Overview, ask the following questions: What is my hotel s MOS score and how is it trending over the past months? Do my hotel s MOS, CPMD, MSI, and MPI scores for the month rate above the trend line? Is the trend line straight, or are there significant high and low points? If the line shows great variance, what causes the scores to vary? If I m seeing a negative trending this month, what could have caused decline? What are my hotel s scores for individual questions rolling into MOS? Are there questions that are significantly lower, and could potentially have a strong negative MOS impact? What might have caused that question(s) to have a lower score? What are my hotel s scores for question groups in the General Variance Trend Summary? On the 3 month Variance, what are my hotel s positive and negative variance areas? If I have strong positive or negative change, what caused the scores to increase or decrease this month compared with the average over the last three months? How do my hotel s scores compare with the brand and region? Looking at Rolling 3 month, Rolling 12 months, and YTD, are my scores for this month higher or lower? Actionable Insight: From Reporting to Strategic Action crowneplaza.com

19 Survey Counts, MOS, and Post-Event Survey Graphs Page 2 indicates total surveys completed each month, from the current month dating back one full year. Additionally, you will find the past 3 months of Meeting Overall Satisfaction (MOS) scores along with the YTD value. As you study these graphs, ask the following questions: Are my survey counts for this month in line with the trend and also with bookings at my hotel? Are my hotel s MOS scores for this month in line with the past two months and YTD? Is my hotel s average survey score for this month in line with last month and YTD? Actionable Insight: From Reporting to Strategic Action crowneplaza.com

20 General Variance Trend Summary Page 3 indicates by department/group the variance to current month s rating and the average rating for the past 12 months (Page through the Monthly MOS Report by selecting the Next text). As you study these graphs, ask the following questions: Are there any negative variance areas? (red bars) If so, how great is the negative variance? If there is strong negative variance, what would cause a big dip in the scores this month? Are there any positive variance areas? (green bars) If so, how great is the positive variance? If there is strong positive variance, what would cause a big spike in scores, and can we replicate this performance? Actionable Insight: From Reporting to Strategic Action crowneplaza.com

21 Detail Report Starting on Page 4 provides a view by group and by individual question on the 3 month variance, total responses, monthly score, regional and brand averages in addition to the rolling 3 month/12 month and YTD scores. As you study the Detail Report, ask the following questions: On the 3 month Variance, does my hotel have any positive or negative variances? If I have positive or negative variance, what might have caused this shift compared with the average over the last three months? How do my hotel s scores compare with the brand and region? Looking at the Rolling 3 month, Rolling 12 months, and YTD scores, are my hotel s scores for this month higher or lower? At the top of the Monthly MOS Report, you can select Expanded Reports including: Expanded Reports From the Monthly MOS Report, you can view multiple Expanded Reports including Response Distribution, Department Trending, Comments and Demographics Actionable Insight: From Reporting to Strategic Action crowneplaza.com

22 Dept. Trending Graph This report shows department trending for each of the different question groups. You can print this report and share with the various departments as a way to highlight positive performance areas and areas for opportunity and improvement within team meetings and one-to-one meetings. As you study the Dept. Trending Report, ask the following questions: Was there consistent performance (positive or negative) from a department; are there departments with extreme inconsistencies/variance over time? Are any of the departments trending down over several months? If so, what is causing the downward trend? Actionable Insight: From Reporting to Strategic Action crowneplaza.com

23 Comments Report lists all comments for a specific date range. You can print and share with the various departments the latest Meeting Planner comment reviews, highlighting key hotel colleagues or departments noted for positive or negative service experiences. As you study the Comments Report, ask the following questions Are the Meeting Planner comments positive or negative? Are the comments actionable? Providing key areas we can improve for future delivery? What individuals or departments should view and action against the comments? Actionable Insight: From Reporting to Strategic Action crowneplaza.com

24 Demographics Report The survey includes several demographic questions that can be analyzed, such as non-rated questions (e.g. Did your event include food & beverage service?) problem type results, and resolution performance. As you study the Demographics Report, ask the following questions: How many of the Meeting Planners hosting meetings or events at my hotel met the General Manager or senior member of the management team? How many Meeting Planners experienced a problem this month as well as YTD? What types of problems did the Meeting Planners experience? And are there any problem types that more Meeting Planners experienced than others? What would have caused these problems to occur? How many of the Meeting Planners hosting meetings or events at my hotel worked with the Crowne Plaza Meetings Director or Crowne Plaza Meetings Manager before or during their event? Actionable Insight: From Reporting to Strategic Action crowneplaza.com

25 Insight into Action What is my conclusion from the Monthly MOS Report? How is my hotel performing, what are my strengths, weaknesses and areas for opportunity? What are Meeting Planners directly telling me through both scores and comments? Overall, how is my property trending? Am I trending in MOS and Key Metrics positively or negatively? What are the areas/departments seeing the greatest positive or negative change? What can I do to start (or continue) trending up? What action plans can be put in place to provide near term and long term wins in improving the Meeting Planner experience at my hotel? What actions am I going to take as a result of this MOS Report? What specific next steps, conversations and share of information needs to happen to ensure my team is set up for success to learn how we currently deliver the experience and can improve for the future? Actionable Insight: From Reporting to Strategic Action crowneplaza.com

26 Monthly MOS Ranking Report What is the report? Each month you can view the Monthly MOS Ranking Report from the IHG Reporting application on Merlin. Similar to the Monthly MOS Report, the Monthly Ranking Report provides performance rank based on rolling 3-month, current month and YTD displaying the rank, MOS score and number of responses for the month Actionable Insight: From Reporting to Strategic Action crowneplaza.com

27 Reporting at a Glance: Access, Accountability and Best Practice Action Items Immediate When an Alert is sent, the General Manager or Director of Sales should contact the Meeting Planner within 24 business hours to address any concerns and work with hotel colleagues to proactively improve future incidences. Weekly Crowne Plaza Meetings Director, Director of Sales and Director of Catering should review the Weekly Flash Report and ensure appropriate corrective actions are taken by the team. The MSTS Champion should run the Data Extract Report and upload it to Each week, the data should be received by UniFocus no later than Thursday by 6pm local time. Reports will include all definite and cancelled bookings with a date range of 10 days past and 30 days future. Note: Some exceptions apply. Some hotels on Opera Sales & Catering V5 and higher have an upgraded, automated upload process. For questions, please contact service@ unifocus.com Access the MEETINGScope Dashboard to help ensure all recent survey results have been reviewed and proper follow-up actions have taken place, as warranted. Monthly General Manager, Crowne Plaza Meetings Director and Director of Sales should review the Monthly MOS Report and Monthly MOS Ranking Report and share key learnings within your hotel, ensure appropriate corrective actions are taken so you can properly recognize and reward service excellence. Quarterly The MSTS Champion should add, update and remove colleagues as needed from the MSTS online system to ensure reports are disseminated accurately. This is managed through Ongoing Consider setting measureable goals and milestones with a team target for improvement for each metric (MOS, CPMD, MSI and MPI). Consider establishing a hotel colleague or department incentive and recognition program to reward positive performance for exceeding Meeting Planner satisfaction. For support, questions or additional information, please contact service@unifocus.com Actionable Insight: From Reporting to Strategic Action crowneplaza.com 2014 InterContinental Hotels Group. All rights reserved.