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