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Hospitality & travel

Guest Experience Report One-Pager

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What’s on It

  • Progress ringsWhat Guests Scored Us On
  • QuotesIn Their Own Words
  • Guiding principlesThree Rules We Are Holding Ourselves To
  • TargetsAgainst What We Promised the Board

Sample One-Pager. Company and figures are made up.

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Guest Experience Review
Ravelin Hotels · nine properties · quarter to 30 September
What Guests Scored Us On
94%
Cleanliness
88%
Front desk
79%
Breakfast
61%
Wi-fi
In Their Own Words
Room was spotless and check-in took two minutes. Then the wi-fi dropped on every call I joined.
Business guest, two nights Ravelin Quay
Breakfast stopped at nine. We had two children who were asleep by eight and awake at half past six.
Family stay, four nights Ravelin Parkside
Three Rules We Are Holding Ourselves To
01
Answer it the same day
Our own figures say a complaint left overnight costs about four times what the same complaint costs before the guest checks out.
02
Whoever hears it, fixes it
Front desk can settle anything up to $150 without finding a manager first. Nobody waits for permission to make it right.
03
The property reads its own reviews
Scores go to the general manager who owns the number. Head office sees them second, not first.
Against What We Promised the Board
Complaints closed the same day71% / 85%
Overall guest score81% / 88%
Reviews answered inside 48 hours92% / 90%
Properties on the new wi-fi33% / 100%
Wi-fi is the whole gap. Six of the nine properties are still on the 2019 contract, and every one of them scores under 70.

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