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Our Enrollment

Progress

Gold Passport

Run Through the Warehouse

Sweepstakes

Front Office

Department Meeting

NPS/Medallia

GEM

June 14, 2016

  • What does GEM stand for?
  • How to enter GEM notes
  • Profile>Notes>GEM Notes
  • Preference Card
  • What does NPS stand for?
  • % Promoters-%Detractors = NPS%
  • We need 9s and 10s to increase scores
  • How do you get 9s and 10s?
  • What are our biggest areas of opportunity?
  • What do we do well?
  • What is our commitment moving forward?

  • The purpose of We Care is to have the associate own the guest and their situation and recover with that guest. Once the guest is recovered, the associate places what occurred and what recovery was done.

  • Manager then follows up with guest once more to show care and ensure guest is satisfied.

Regency Club

  • Entries should have:
  • What occurred
  • Recovery/Resolution
  • Follow up information

Say Hello to BOB!

  • New Orleans Daily Hot Item
  • Upsell Opportunity!

Upsells

May Recognition:

  • Daily Goal on 5/27 - Lisa, Nevena, & Su

Guest Touch Points

We CARE for people so

they can be their best

Fridge!

https://hyatt.yapmo.com/posts/2225048-Grand-Hyatt-Erawan-Bangkok-Purpose-and-Brand-Activation-Journey

Welcome to

Our Team!

Agenda

Carla Sevalla

Zyralou Palad

Marie Peregrino

Ahmad Shareff

Andrew Maffey

Anna Layug

James Cube

  • WeCare/HotSOS
  • NPS
  • Gold Passport
  • GEM
  • Regency Club
  • Upsell Recognition
  • Thank You!
  • Welcome to Our Team
  • Our Purpose and Brand
  • Say Hello to BOB!
  • Guest Touch Points
  • Arrival
  • Guest Room
  • Social Spaces
  • Events
  • Drinking & Dining
  • Activities & Services
  • Departure
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