Quality - Training - Resistance
by Candice Baer
1. Slow to launch
1.1. Competing priorities
1.2. Not top of mind
2. Incentives
2.1. We need the IHG Reward sign ups
2.2. do we see long term gains
3. Quality
3.1. Quality check points aren't in place
3.1.1. Errors made due to lack of quality
3.1.2. Payouts and guest compensation occur
3.1.3. Important information isn't passed on and Heartbeat scores may decrease
4. Front desk isn't qualifying calls
4.1. Specialists frustrated due to be being unable to help callers
4.2. Qualifying takes too long, heavy group and LNR hotels
4.3. Attrition is high, how do we maintain?
5. Not busy enough to use
5.1. Has to keep front desk busy
6. Overflow only
6.1. Cost - can only use when busy
7. Most of their business is for corporate accounts and/or Groups and Convetions
8. They have other products such as Signature
8.1. Conflict with the process
8.2. Increase costs for the property
8.3. Affects guest experience
9. Communication
9.1. Owner instructed to not use Voice.
9.1.1. Who instructs owner not to use product
9.1.1.1. Field Support Partner
9.1.1.2. RMH
9.1.1.3. IHG
9.1.1.4. HOST
9.2. There is no clear instructions to use it
9.2.1. Lack of communication
10. Training
10.1. Training resources aren't engaging
10.1.1. I cannot open the files in Merlin