The Key to 5-Star Ratings

Dr. Bryan K Williams | August 14, 2024

By Dr. Bryan K. Williams I recently had dinner with the restaurant manager in a very upscale hotel. He explained to me that one of his main goals was for guests to rate the restaurant a “5," as measured by their guest satisfaction survey. The survey asks a series of questions, with a corresponding scale that follows: (1=very dissatisfied, 2=dissatisfied, 3=indifferent, 4=satisfied, 5=very satisfied). The manager told me about all the initiatives he recently implemented to get the 5 rating from guests. There is a new coffee cup storage system to ensure that cups are always available for service. Then, there is the cycle-time initiative...