Team Communication and Feedback Protocols

What should you do if you receive positive feedback about a team member?

• Inform Team Member or supervisor of team member

• Give shoutout in Awardco

• Give team member Medallia

• All of the above

What is the second step in a structure of a response?

• Thank and Axknowledge

• Outline of Action

• Thank and Opportunity

• Provide Team Guidelines and Expectations

What is our NPS Score?

• 21.01

• 26.5

• 30.7

• 34.89

You should always start a response thanking the guest for their feedback

• True

• False

What are possible actions to complete after responding to Medallia?

• Inform your team of feedback

• Discuss new policies being implemented

• Document the situation

• All of the above

Which of the following tone choices is best when responding to a guest complaint?

• Joking to lighten the mood

• Professional and Friendly

• Passive Aggressive

• Direct and Formal

It’s okay to use the same response for every guest survey.

• True

• False

What should you do if you receive a guest's feedback from Stephanie or Rachel?

• Block Them

• Ignore it

• Response to the guest in a timely manner

• No idea

What is our NPS goal for Q3?

• 37.3

• 35.5

• 23.9

• 42.2

What do I do if I don't know what to say in a response to guest feedback?

• Reference The Generic Response Sheet

• Ask Rachel or Abbie for help

• Reference these slides

• All the Above