Originally Posted by
PaperMachete
Hello Everyone. Thank you for reading this and having this forum. I'm a long time lurker and have learned a lot. I am a supervisor at the front desk of a Marriott. I really like the hotel I work for, but recently we have not been getting as high of scores on our guest satisfaction surveys as we are used to or would like....
Forgive me for belaboring the obvious, but did you (or someone) actually READ the surveys? Surely the deficient areas would be noted.
Do you read the tripadvisor reviews of your property? Sure, there will be the occasional whacko review, but when you start seeing the same complaint(s) from different guests, the problem(s) should be obvious.
Finally, are you meeting the brand standard for your property, not only for content, but for quality as well. Put yourself in the guests' shoes. Would you actually enjoy eating the breakfast, would you enjoy staying in any one of your rooms?
If you do all of the above, I'm sure it will be a relatively easy task to identify and resolve your customer satisfaction issues.