SURVEYS START WITH THE RIGHT CONTACT

Guest surveys play an important role in how our properties are evaluated and improved. Surveys do more than collect feedback. They directly impact quality scores, visibility, and how accurately the guest experience is reflected in our metrics.

To ensure surveys reach guests and are counted correctly, it is critical that we capture the guest’s personal email address.

Why Personal Email Addresses Matter

Many reservations, especially those made through online travel agencies (OTAs), include temporary or masked email addresses. These addresses are intended for booking communication only.

When surveys are sent to OTA email addresses:

• Surveys often go unread or never reach the guest

• Feedback remains in limbo

• Survey responses are not counted toward quality scores

Capturing a guest’s personal email ensures surveys are delivered directly to the guest and increases participation.

Why Survey Volume Matters

Quality scores are only as reliable as the data behind them. When survey participation is low:

• Results are based on a very small sample size

• One experience can disproportionately impact scores

• Metrics may not accurately reflect the overall guest experience

Higher survey participation provides:

• More balanced and reliable quality scores

• Clearer insight into trends and opportunities

• Better data to support informed decisions

Accurate email capture directly supports stronger survey volume and more meaningful metrics.

Where Email Capture Makes the Biggest Difference

Front desk teams play a key role in survey success through consistent email verification.

At Check-In

• Confirm the email address on file rather than assuming it is correct

• If an OTA email appears, ask for the guest’s preferred personal email

• Update the reservation immediately

During the Stay

• Verify contact information when assisting guests

• Correct obvious errors or missing information

At Check-Out

• Confirm the guest’s personal email for receipts and follow-up

• Reinforce that guest feedback is valued

Simple Ways to Ask

• “What’s the best personal email for your stay?”

• “We’ll send your receipt and a short survey. Is this the right email?”

• “This reservation came through a booking site. May I update your email?”

The Takeaway

Accurate email capture leads to higher survey participation, more reliable quality scores, and better insight into the guest experience. One small step at check-in or check-out can make a meaningful difference in how performance is measured and understood.

Prefer a quick visual of the above for your FD staff? Print the flyer below.

Surveys Start with the Right Contact PDF Feb 20265.pdf

Download PDF • 918KB

FEBRUARY KINDNESS CHALLENGE

In honor of Random Acts of Kindness Day (February 17), teams are encouraged to take part in a February Kindness Challenge focused on everyday actions that show care for coworkers, guests, and the property. Participation doesn’t require special planning. It simply means being mindful of opportunities to support one another and take pride in the details. Small, thoughtful actions build trust, reduce stress and reinforce a workplace where people feel supported.

Small actions, done consistently, make the biggest difference. See below for examples of simple ways to participate!

Support a Teammate

• Help a coworker without being asked

• Step in during busy moments when possible

• Share appreciation or recognize good work

Care for the Guest Experience

• Take time to listen and respond thoughtfully

• Follow up to ensure guest concerns are resolved

• Share positive guest feedback with the team

Take Pride in the Details

• Fix or report small issues promptly

• Keep shared spaces clean and organized

• Double-check work before moving on

Practice Thoughtful Communication

• Explain clearly instead of rushing

• Share important updates during shift handoffs

• Ask questions to avoid misunderstandings

Prefer a colorful visual to post for your employees? Print the flyer below!

Kindness Challenge Feb 2026.pdf

Download PDF • 699KB

SAFETY IS AN ACT OF CARE

Safety starts with one simple goal: making sure every employee gets home safely to their family at the end of the day. That responsibility doesn’t belong to a policy or a checklist. It belongs to leadership.

When management takes safety seriously, it sets the tone for the entire team. Safety cannot be something we talk about only after an incident or once a year during training. It needs to be part of the daily conversation, woven into how we work, communicate, and lead.

That commitment begins with new hires. General Managers play a critical role in ensuring employees understand the chemicals they use, where to find Safety Data Sheets, and when and how to use personal protective equipment. Taking the time to review these items and demonstrate proper use shows employees that their well-being matters from day one.

Safety does not stop after onboarding. Ongoing communication is essential. Monthly safety materials and regular discussions help reinforce expectations and keep safety top of mind. These resources are most effective when they are shared, discussed, and used as conversation starters rather than simply distributed.

Even a five-minute safety discussion can make a difference. Those moments create awareness, encourage employees to speak up, and help prevent injuries before they happen. Over time, these small, consistent conversations build a culture where safety is understood, expected, and valued.

When we lead with care, safety becomes more than a requirement. It becomes a shared responsibility, and those five minutes just might save a life.