Hyatt Huddle

HySat

100

These are Hyatt's measuring tools referred to as the 3 core metrics.

What is customer service, cleanliness and working order?

200

True or False:  A promoter gives us a score of 8-10

False - 9's and 10's  

300

This metric is used for our performance on the OTO GSS scorecard  

What is NPS

NPS is a proven indicator of guest loyalty. However, it can be hard to know how to improve NPS when looking at this metric alone. Our ‘core’ metrics have proven to be the largest impactors to NPS. In other words, perform well in the core metrics and NPS will perform well too

400

The question on the guest satisfaction survey that provides our Likelihood to recommend score is referred to as this.

What is NPS?

500

These 3 examples are what:  Post stay surveys, In stay surveys and travel reviews.

3 ways we receive guest feedback.  

Core Metrics

100

What questions are Yes or No on the survey?

Cleanliness and Working Order

200

Net scores use a 10-point scale to bucket guests as promoters, passives, or detractors of the experience.

What is the calculation for customer service? 

The % of promoters minus the % of detractors gives you a “net score”. The best net score you can achieve is 100 (100% - 0%), and the worst is -100 (0% - 100%)

300

This is the location in Medallia you would find your individual check in score.

What is the Front Desk dashboard?

400

This is the location in Medallia where you can find our current ranking among all Hyatt properties.

What is the ranker's tab?

500

This is where you read the guest reviews

 Medaliia/Response Tab

Goals

100

True or False:  Our Customer Service Goal is 60%

False 70% or higher

200

True or False:  Our working order goal is 90% or higher

True

300

True of False:  Cleanliness Goal is 93% or higher

False - 98%

400

A score of 60% or higher in this metric is our goal 

What is our NPS Goal? 

500

This tool is used to text our guests

What is Medallia Concierge? 

Colleague Advantage/Customer Service

100

This tool is used to prepare for guests arrival

 Pre Arrival Dashboard

200

This is submitted through the Hyatt Service Desk for guest service recovery.

What is a QAR?

300

True or False:  All reservation rate codes can be made in CA?

True

400

True or False:  Only a manager or supervisor can provide compensation for guest satisfaction.

False

500

True or False:  The front desk can impact the hotels cleanliness and working order scores

True

Using quore, logging guest request, scheduling service, entering requests and work orders.