“We needed candid feedback from our employees and to have a better sense of our guests' experiences. Other tools weren't giving my employees the simplicity in responding.”
Lack of Baseline Data Drove Need for Employee Insights
Without baseline data, HR teams across four properties struggled to pinpoint which issues to address first. Guided
by a new COO’s recommendation, they wanted to develop a short, targeted survey to uncover the root causes impacting both employee engagement and guest service.
Performance Evaluations Missed Opportunities for Meaningful Feedback
Results revealed that while managers completed required performance evaluations, many were done solely online, without face-to-face conversations. This limited the opportunity for meaningful feedback and weakened manager–employee connections.
Guest Policy Awareness Without Real Empowerment Created Disconnect
Staff were familiar with the “do whatever it takes” guest policy, but many didn’t feel empowered or equipped to put it into practice—creating a disconnect between company expectations and what happened on the front line.
