SofitelThe Guest Satisfaction Survey is an online satisfaction survey and one of the quality tools set by the Group
Summary ._ This tools allows to: -* Assess the level of satisfaction of the guests -* Continuously collect their comments and feedbacks -* Access to the results instantly and have an in-depth analysis -* Respond to the guests if they express their insatisfaction_ The implementation of this tool at the Sofitel Agadir Royal Bay Resort was at first very challenging, and gave birth afterwards to a general mobilization (a 360° action plan) of the Managers and the employees, lead by the GM. These efforts combined generated spectacular results and made the hotel realize a huge leap in terms of Guest Satisfaction._ What we would like to share at the occasion of these Awards is that the possibility of monitoring Guest satisfaction on a daily basis increased the commitment of our teams and made them eager to achieve exceptionnal results. The outcome of their work is now tangible and they are recognized by guests, as well as their colleagues, their managers and the Brand._ Please tell us why do you think you should win?_ This challenge gave the hotel team a different insight of their role within the hospitality industry. The use of the GSS tool increased their awareness of the importance of having satisfied guests because it is the ultimate reward. The employees know perfectly that only by providing exceptional service and sincere care to our guests they can be the real artisans of the Guest Experience._ Every Ambassador is considered to be a "Chief Emotional Officer" and understands perfectly how his imput, actions, suggestions can contribute to enhance the Guest's experience and promote Sofitel as a Brand._ Every exceptionnal achievement deserves a reward and a recognition. What makes this achievement special is that it is a team effort, led by the GM, and supported by the managers.
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