<< back
-- Orin McCann, Director of Operations, Sheraton Atlanta
 

NOT Traditional Research– A Just In Time Management Tool!

There’s no denying that traditional research tools like surveys and mystery guests have their place. But increasingly, these tools don’t fit in the context of now – that is, during a real guest’s experience. That’s because guests don’t want their experience interrupted to take a survey. Their time is too valuable and often too short. The solution for mid experience feedback is simple:

 
  1. Give total control to the guest and freedom to communicate in the easiest, fastest means available– free-form speech, (not structured surveys)
  2. Let them respond at time of their choosing, in private, directed to the highest authority on property, the GM.
  3. Once captured, distribute the information in a useable form to everyone with a need to know in real time.

The VOC Systems Solution: Express-WayTM

VOC's Expressway service provides hotel managers with an efficient and effective method to stay tuned to the real  voice of their guests.  While in their rooms (or from any phone or strategically located touch screen kiosk), guests leave spoken comments about their experience in a voicemail recording for the general manager. Within minutes, targeted managers receive customized e-mails alerting them to feedback events with room number, full text and audio of guest comments regarding front desk, housekeeping, engineering, food and beverage, as well as security and other property business processes.  At any time, and from any location, your team can keep tabs on the property (or properties) and learn about the performance of key business processes. Simple, but effective web based report formats with drill down capabilities help managers quickly turn information into knowledge and action.

View a diagram for an operational overview here.