Critical Elements of a Guest Satisfaction Focused Organization

To deliver ‘guest relationship excellence’ we have found over the years there are several essential organizational elements at the heart of achieving strategic success. Each of these elements delivers one component of the operational performance required. When all are combined together, the synergy of these elements puts an organization into guest satisfaction overdrive. This is a high-level checklist to help you assess where your organization stands in having a comprehensive program in place.

• Management commitment to customer service, both internal and external throughout all levels.
• Employee recognition for service excellence and incentive programs.
• Training programs on customer satisfaction philosophy, skills and policy.
• Top management balanced scorecard reports that reveal operational variables driving satisfaction scores.
• Organizational-wide action planning and result tracking for operational improvements.
• Performance goals based on customer-based data and requirements.
• Hiring practices that reflect customer service attitudes.
• Employee satisfaction measurement programs that are conducted at least two or more times per year.