What would you do, as director of food and beverage, to get the guest satisfaction scores back into the clear or green zones?
The Sunnyvale Hotel is operated by a major hotel management corporation. To ensure guest satisfaction, 300 survey forms each containing sixty- five questions are mailed to guests each month. Usually, about seventy of the forms are returned. The hotel company categorizes the guest satisfaction scores obtained into colored zones, with green being the best, then clear and yellow, and red being the worst. Scores can be compared with those of equivalent hotels.