This document is posted to help you gain knowledge. Please leave a comment to let me know what you think about it! Share it to your friends and learn new things together.
Transcript
InterContinental Hotels Group: Guest Satisfaction Tracking System- Hotel User Manual
GUEST SATISFACTION TRACKING SYSTEM Hotel User Manual
If you have any queries, please contact: Yeoh Soo Hin Director, Quality & Continuous Improvement InterContinental Hotels Group, Asia Pacific Telephone - (65) 6395 6131 Mobile - (65) 9677 1838 Facsimile - (65) 6395 6158 [email protected]
INTRODUCTION TO GUEST SATISFACTION TRACKING SYSTEM . ......................................... 3
1. Action Plan Summary............................. ................................................................................ 4 Save As Draft...............................................................................................................................................................8 Submit..........................................................................................................................................................................9 Approved Action Plan ................................................................................................................................................12
Introduction to Guest Satisfaction Tracking System The GSTS (Guest Satisfaction Tracking System) is developed for the InterContinental Hotels Group, allowing hotel users to focus on the key areas that impact the guests overall satisfaction during their hotel stay. Action Planning in the system allows you to establish improvement priorities to drive superior customer experience. After logging into the system, the following homepage of GSTS will be shown:
Here are the following modules for Guest Satisfaction Tracking System: 1) Action Plan Summary 2) View Progress
Click on the link to start Action Planning.
InterContinental Hotels Group: Guest Satisfaction Tracking System- Hotel User Manual
1. Action Plan Summary • Click on “Action Plan Summary” on the menu
• You will be brought to the following screen.
• Action Plan: Display the name of Action Plan. E.G. Action Plan Q4 2005 • Quarter: Shows the quarter of Action Plan.
• Year: The year that Action Plan is in.
• Action Plan Status: Shows the status of Action Plan. The different statuses are Draft, Pending For Approval
and Approved.
• Upon clicking Action Plan Q4 2005, you can start working on your Action Plan. The following screen will be shown. The Action Plan will show the 5 key drivers based on the Key Driver Report that impact your guest overall satisfaction.
Click here to view Action Plan Summary
Click here to start Action Planning
InterContinental Hotels Group: Guest Satisfaction Tracking System- Hotel User Manual
• Hotel: Display the hotel name that Action Plan refers to. • General Manager: Name of the General Manager of the hotel.
• Action Plan Approver: Displays the name of the Approver after Action Plan has been submitted.
• Target: Display the target GSS Target
• GSS Index Information: Display the 3 month Rolling Average for the month and the Year to Date Score. The
variance will show the show the score whether it is On Target or Below Target. You may click on the View Past 13 Months button to show the past trend in the last 13 months. The following screen will be show after clicking the button.
Click on the “Submit” button to submit Action Plan for Approver to Approve
Click on the “Save As Draft” button to save Action Plan details for amendments later
InterContinental Hotels Group: Guest Satisfaction Tracking System- Hotel User Manual
• Action Plan Status: Show the status of Action Plan. The different statuses are Draft, Pending For Approval and Approved . Draft mode shows that Action Plan is still in progress. Pending For Approval shows that pending for Approver to approve Action Plan that has been submitted. For Approved Action Plan, hotel user will proceed to complete the action stated.
• Key Driver: Shows the name of the key driver to work on.
• Impact: Display the impact score of the key driver based on the Key Drivers Report.
• Score : Displace the scoring of the key driver for 6-months rolling. You may click on the trend button to display the past 3-month rolling scores. The following screen will display upon clicking.
InterContinental Hotels Group: Guest Satisfaction Tracking System- Hotel User Manual
• Action: Shows a drop down list to select the Action needed for the key driver. If you have selected the
Action related to Total Quality Management projects, the system will prompt you to enter the TQM project ID.
• Upload Attachment: You may upload attachment to support your action. Click on the button and the following window will pop out. Click on the “Browse” button to browse files from your local drive. Once you have selected your file, click on “Submit” to upload the file.
• Action By: Enter the name of the personnel to work on the actions. • Reference: View references on the actions to work on. There are different references such as TQM, Best In
Class and IAction based on the key driver selected.
• Start Date: Click on the calendar icon to select the Start Date to work on the key driver action. The following window will pop out. 0nce you have clicked on the date after choosing the month and year, the calendar will close and the date chosen will be displayed in the field.
• Completion Date (Target): Click on the calendar icon to select the Target Completion Date to work on the key driver action.
• Notes: You may add in notes for the key driver, click on the “Notes” Icon for communication. The following screen will pop out and you may enter your notes and upload attachment if any to the approver. Click on “Submit” button after completing your notes. Click on the “Close Window” link to close the window. Please note that if the “Notes” icon is “blinking”, this means that a new note has been received. Click on the icon to view the notes. You can also view the past notes by quarter by selecting the dropdown list given.
InterContinental Hotels Group: Guest Satisfaction Tracking System- Hotel User Manual
• The following page will be shown once you have clicked on the link. You may edit the details accordingly.
• Click on “Submit” button once you have completed Action Plan.
Submit • The following screen after you have submitted Action Plan. The Action Plan will be sent to your immediate
manager for approval. You will not be able to edit Action Plan once it is submitted. Click on “OK” to continue submitting or click on “Cancel” to stop proceeding.
• After clicking on “OK” to confirm submitting, the following pop out message will be shown and email will be
triggered to your immediate manager for approval.
Continue to add/edit in details while in Draft mode.
Click on the icon to delete the previous uploaded attachment if required.
InterContinental Hotels Group: Guest Satisfaction Tracking System- Hotel User Manual
• You will be brought back to Action Plan Summary once Action Plan has been submitted successfully. The
status of Action Plan will be stated as “Pending Approval”.
• After clicking on Action Plan link, the following screen will be displayed. The status of each key driver is displayed in the first column. Currently, it is in Pending Approval for each key driver.
The following shows the different status of the key driver:
� Pending Approval : Pending for Approver to review the key driver action.
� Pending Re-Submission : Approver requires more actions needed or comments on the Action needed hence requesting you to re-submit after amendments. Approver will post notes for communication. Refer to Manual page 10 for re-submission of the key driver action once you have done the amendments.
After submitting Action Plan successfully, the status will be “Pending Approval”
Displays the status of each key driver.
InterContinental Hotels Group: Guest Satisfaction Tracking System- Hotel User Manual
� Not Yet Started : Upon successful approval, if the start date is not reached yet, the key driver will be in Not Yet Started stage.
� Ongoing : Upon successful approval, based on the start and target completion date entered, the action will be in Ongoing stage.
� Completed : Once the action for the key driver has been completed, hotel user is required to enter the completion date. After which, the status of the key driver will be stated as Completed.
� Overdue : The key driver status is stated as overdue if no completion date has been entered after the target completion date is passed. Reminder email will be sent to hotel user.
� Inactive : The key driver is transferred to the next Action Plan.
InterContinental Hotels Group: Guest Satisfaction Tracking System- Hotel User Manual
You will be able to view the progress of each key driver. The system will show the current year results. You may select from the drop down list to select past years’ results. The progress report of each key driver will show the following based on each quarter.
Item in Progress: The action for the key driver is in the process of carrying out. Item Yet to Complete: The action for the item is not yet completed based on the start and target completion date entered. Item Completed: Shows the action for the key driver is completed. Item Overdue: Shows the action for the key driver is overdue and no completion date is entered. Print: You may print the report if you wish to.