Rotana Corporate Sustainability Report 2014

42 In a world where feedback from guests drives business decisions, our most important measure of success is our guests and their satisfactions. Rotana deals with “Market Metrix“, the leader in feedback solutions for the hospitality industry, to collect guest’s feedback. It covers the entire journey of guest experience from making a reservation to departure, assessing the quality of services such as housekeeping and laundry, pools and fitness centres as well as restaurants, lobbies, spas and other guest areas. Detailed reports with performance charts, scoring summaries, and executive analyses provide insights into how we can continuously improve. By connecting feedback with revenue, Market Metrix helps us to make smart investment decisions that both improve the guest experience and produce higher profits and also used as an input into training programmes to address service shortfalls. Guest Satisfaction Our colleagues achieved 90.1% score by our guests on their attitude.* *2013 RGSS results 84% of our guests confirm that Rotana’s brand promise ‘Treasured Time’ was fulfilled by making their stay with us a treasured experience. Rotana guest satisfaction survey In 2013, overall 61,000 guests responded to the survey throughout the year with a satisfaction score of 88.5%. In 2014, the overall score for Rotana Guests Satisfaction score was maintained with a result of 86.6% for 81,309 surveys responded, this is an increase of 2.5% response rate from 2013. Guest service champions Every minute, hundreds of interactions take place between our guests and colleagues. Some of these interactions exceed guests’ expectations and create ‘treasured experiences’ that are cherished for life. To this end, we provide our colleagues with Knowledge is Power (KIP) training that equips and empowers our colleagues to meet guest’s demands and to surpass their expectations. The Rotana Guest Service Champion Award recognises colleagues who go beyond what standard service requires. They surprised our guests with spontaneous actions, little gestures and sometimes, heroic acts. Our Guest Service Champions of the Year received their awards and trophies during the 2014 Annual Rotana Conference, UAE. Guest‘s Champion Story Ms Abbou was staying at Rihab Rotana for 18 nights. As she suffered a broken arm, it was very challenging to complete her daily activities and routine. Everyday, she required continuous and careful assistance. Both Babegenn (Front Desk Agent) and Eireen (Housekeeping attendant) volunteered to assist Ms Abbou. They had divided the tasks among each other to ensure the guest is comfortable during her stay at the hotel. Babegenn worked in the morning shift. She came daily at 5:00 am, 2 hours before her duty starts to assist Ms Abbou to get ready. During her visits, she came to know that Ms Abbou likes fresh fruits but was unable to peel them due to her fractured arm. So Babegenn made sure that peeled fresh fruits are available in the guest room every day. From her side, Eireen assisted Ms Abbou during the day. She helped in bathing, washing and pressing clothes and arranging her meals. Eireen extended her duty for 2-3 hours daily. “Rotana considers every guest as an important customer. We wish to ensure that every guest leaves our hotels satisfied with the service they have received and the desire to return. We do this by following a ‘can do’ approach. We ensure that our service levels are consistent and distinct throughout each of the brands. Our desire is to surpass guest expectations so that they will remember the time spent in our hotels and encourage others to visit.” Dominic Carr Corporate Vice President Quality and Customer Service Excellence