Objective:

Surveys are systematically given to guests to improve communication and satisfaction during their stay. Specifically, these surveys are sent on the second day of reservations, while single-day bookings receive them upon arrival. The strategy focuses on proactive communication, promptly addressing guest concerns, and aiming to create a positive and memorable experience. The objective is to gather feedback efficiently, enabling quick responses and enhancing the overall guest experience. By proficiently managing the survey procedure, we can also mitigate the probability of encountering unfavourable reviews on online travel agencies (OTAs).

• Prompt Guest Responses:

  • Respond to guests promptly, providing reassurance that their concerns are acknowledged.

• Identify Shortcomings:

  • Utilise surveys to gather information about any shortcomings or issues during the guest's stay.
    
    The link to Survey tab:
    
    https://www.hosteeva.com/review/surveys/index
    
    

Immediate Issue Reporting:

• • Post surveys and related issues on the appropriate area-chat promptly and create work orders.

  • Strive to address reported issues within 24 hours.

Collaboration with Area Managers:

• • Follow up with area managers to ensure effective issue resolution.

  • Update guests on the progress, preventing potential challenges.

Work Order Creation:

• • Generate work orders based on identified issues in the surveys.

  • Focus on improving the unit's condition for upcoming guests.

Minimise Negative OTA Feedback:

• • Encourage guests to express their experiences through surveys.

  • Utilise surveys as a platform for leaving feedback, reducing the likelihood of negative reviews on OTAs.

*Note: The comprehensive execution of this SOP aims to enhance guest satisfaction, maintain property quality, and minimise negative impacts on online travel platforms.

 
Survey Procedures for Hosted Properties            

Upon receiving the survey with comments, follow these steps:

• Check the Hosted Inventory spreadsheet 

• If there are instructions or indications to reply or take action, follow the specified steps.

• If there is no mention or indication for a reply, refrain from taking any additional actions.
  
  The link to Hosted Inventory File: 
  
  https://docs.google.com/spreadsheets/d/15e2hcxYldfgecD8eBCp3NdoYw8eQU1VQHs8Ykk1sQpk/edit?usp=sharing

• Respond Promptly:

  • Answer the survey promptly, acknowledging the guest's feedback.

• Delegate to Front Desk:

  • If the survey highlights issues, delegate the guest to contact the front desk for assistance.

  • Provide the guest with the front desk contact number, available in the check-in instructions.

• Issue Resolution:

  • Ensure that reported issues are addressed promptly and efficiently by the front desk