Implementing an Effective Outer Loop Process - Medallia · Closing the Inner Loop Average time to...
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Implementing an Effective Outer Loop Process Jordan Gamble
Transcript of Implementing an Effective Outer Loop Process - Medallia · Closing the Inner Loop Average time to...
ImplementinganEffectiveOuterLoopProcess
JordanGamble
BeckyLewis,DirectorofGuestRelations
Over12,000employees
4,750rooms
2properties
11 barsandlounges
17 restaurants
WhoWeAre…
4 clubs
AverageOccupancy(2016)–85.3%
16 retailoutlets(owned)
5 Forbes5-StarAwardsand9 4-StarAwards
WEListenStats
ImplementedJanuary25,2016
66.5NPS
31.6%ResponseRate
100%AlertClosure
ClosingtheInner Loop
Averagetimetoclosealerts(2016)
11hours• Surveyalertsaregeneratedwhenguestsstatetheyhadaproblem.
• Alertsareroutedtothedivisionwheretheproblemoccurredforfollow-upwithguest.
WhatWeDo…
Rootcausereportinganswerstwoquestions
• Whatarethetopthreerootcausesofproblemsinmydivision?• Whatrootcausesaregeneratingthemostguestpain?
Whenclosingalerts,managersselecttherootcauseoftheproblemtheguestreported
• Thelistofpotentialrootcausesvariesbyproblemtype(moreonthatinasecond...)
ClosingtheOuter Loop
HowWeDoIt…
NPSofUnresolvedProblemsWhatunresolvedproblemsarecausingthemostguestpain?
-40
-20
0
20
40
60
80
100
Overall Arrival GuestRoom FoodandBeverage
Casino Amenities Rental Security Shows LostandFound Departure
NetPromoterScore
ProblemCategory(Timeperiodmatchesfiltersettings)
ProblemsChartbyNPS(DynamicTimePeriod)
GuestswithoutProblems Resolved NotResolvedArrivalProblems
Check-InOverallSatisfaction&OccupancyTrends
70.0
75.0
80.0
85.0
90.0
95.0
65
67
69
71
73
75
77
79
Feb-16 Mar-16 Apr-16 May-16 Jun-16 Jul-16 Aug-16 Sep-16 Oct-16 Nov-16 Dec-16 Jan-17 Feb-17
Satisfactiondrops asoccupancyrises Satisfactionimproves withoccupancy
Check-InOsat (NPS) Occupancy(%)
ClosingtheLooponanArrivalProblem
YOYRootCauseImpactServiceNotFriendly
Impact• 50pointYOYincreaseinNPSofresolvedproblems.
• Guestswhohavetheseserviceproblemsarehappiertodaythantheywerelastyear.
February2016
February2017
Q&A
