How to go from 96% Guests Satisfaction to 71% in just a couple of Months?

Lots of criteria can apply when it comes to describing a successful hotel; one surely that comes to everyone’s mind is Customer satisfaction.

A few days ago I was happy to get some news from a former Thai colleague. During the conversation, he did bring to my attention that one of the properties we used to manage was not as customer-centric as it used to be, and the results were reflected in the scores attributed on the reviews:

1. Property #1: Whilst managing the resort, we increased its ranking from #10 to #7, the overall guests' satisfaction went from 64% Q4 2014 to a "sustainable" 91% six months afterwards. Since I stepped down, the hotel is back to #11.
2. Property #2: We reached up to 96% guests’ satisfaction across a dozen channels for several months, now only 71%... (and its restaurant from #17 to #57...)
3. Property #3: Booking.com down by .3/10, Agoda down by 0.4/10, Expedia down by .7/5

So why do we observe sudden drops of the scores for each property? What are the common points affecting the results?

The first objective response I can provide when listening to my former teammates is ME and my daily impact on the operations!!

Since I am not managing anymore the properties, we can compare the results from the time I took over, the evolution, the results, and what is happening after we stopped. And this is observable not for one property only, but for all. No coincidences I suppose. All done with real honests and motivated reviews made by real guests.

The second common points between those 3 properties were the lack of cash flow at the beginning of the mission, heavy loans and debts to pay back monthly, no headquarters to support, no sales & marketing department to develop the revenue and manage the social media; all those factors positioning the challenges to a level of unprecedented difficulties. Alone with my teams. When managing such properties, you need to be financially astute, creative with some kind of leadership skills to protect the assets and engage your team to preserve the positive feelings of the customers. Positive reviews will bring more customers, at a lower cost to attract them.

You know, it can be easy to arrive in property and take the lead when everything is going well with no maintenance issues, shake hands one day, smile another one, plenty of HOD's to do the job. When it comes to properties to turnaround, when it comes to thinking the 5th of each and every months how I am gonna pay the salaries for the following month, then the game is different and this is where a lot of people are failing: they give up. Some of them stay on duty, but their mind has already given up.

#tryhard #nevergiveup

My style might not be perceived as standard or “corporate” as other executives on the market whom I get inspiration from, but surely I deliver every time, respecting rules and processes. I do whatever it takes to succeed, to make my team succeed, always with integrity and with a strong work ethic. So imagine if you give me the key of the car fully loaded, I will go further, better, faster, stronger” - thank you Daft Punk for the quote ;)

So what is the secret if there is any? What is necessary to have to make a property successful especially in a turnaround situation (let’s talk about soft skills, not the design nor the products or location):

• Self-confidence: you must trust and believe that you can succeed in this challenge
• Problem-solving: you must be good at it, the key to succeed in any executive position
• You must establish and show strong positive communication across all departments
• The work ethic you show every day with consistency
• The love and trust you develop with your team so they feel truly valued => teamwork
• The dedication you put into the business, every day
• The commitment you provide to make your team succeed, every day
• The discipline you implement into the operations, every day
• The integrity you show under every circumstance, non-negotiable personality trait

I surely cannot say where the economy is going in 2019, but I can assure you the business you will give me the opportunity to lead will be taken care of above expectations.

Do you want us to team up?? Let's connect and see how I can add value to your organization

Wish you all a great end of the week ahead

Roger Godin

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