1. Complaint Resolution Episode 1 1

2. Introductions Your presenters –Nate Cook- PERFORMANCE TRAINER –Angela Dowden- PERFORMANCE TRAINER –Mike Hobson - BRAND PERFORMANCE CONSULTANT 2 By joining us today, you are in compliance with Drivers Ed requirements! Questions? Please email us at drivers_ed@choicehotels.com

3. Welcome to Drivers Ed A hotel training system designed to be used by the manager at the property. 3 Created by Choice Property-Level Performance department to help the manager drive performance. Designed to help you engage the staff & increase the quantity and quality of guest interaction. Helping you make hospitality fun!

4. Today’s Agenda Drivers Ed – General Overview 4 Choice Guest Insight System (GIS) Using your Manager’s Toolkit

5. Drivers Ed – The Concept The next generation of Be Our BestThe next generation of Be Our Best 5 A training approach emphasizingA training approach emphasizing –Manager involvement (pre-shift meetings) –Positive reinforcement (continuous coaching) –A flexible training “system” Evolves as our needs doEvolves as our needs do Supports brand initiativesSupports brand initiatives A series with multiple episodesA series with multiple episodes Send your ideas to: drivers_ed@choicehotels.com

6. Why “Drivers” Ed? Emphasis on the key drivers of guest satisfaction 6 Based on data collected from the Choice Guest Insight System (GIS) What we’ve learned about what it takes for guests to recommend your hotel to their friends (LTR) Staff Service Overall Condition of Room Quality of Breakfast Outside Appearance of Hotel Safety & Security

7. With each Episode Manager’s Toolkit Coach’s Guide –General Framing –Specific Tips JumpStarts –3 JumpStarts –Additional Ideas Extras 7 Kick-off Webinar Introduce the episode Explain key points and tools Discuss brand-specific issues Compliance with Drivers Ed requirements!

8. Guest Insight System (GIS) Available on ChoiceCentral: 8 –From the Resources menu, select Guest Insight System Property-specific guest survey data Updated monthly Information is available in: –Dashboard Format –Detailed survey data – by question and time period

9. Accessing GIS Tools from ChoiceCentral 9

10. GIS Brochure 10

11. GIS as a Measurement Tool Why should I look at my GIS report? What should I look at? How often should I check GIS? See how your property performs: At a point in time or over a period of time As compared with the overall brand 11 It’s all important, but pay particular attention to: Question 3: Hotel Ratings Question 4: Likelihood to recommend (LTR) Question 5: Problems reported during stay Monthly – on or after the 10th of the month.

12. Why Complaints Matter GIS results show that: 55% of guests that do not experience a problem during their stay will rate likelihood to recommend as a 9 or 10. 12 But even if guests do report a problem… 45% of these guests will still rate LTR a 9 or 10, if the problem is resolved during the stay! In 2006, 208,335 mid-market guests (28%) reported a problem during their stay. 40% said that the problem was not resolved to their satisfaction.

13. Higher Likely to Recommend (% Rating 9-10) for Problem Resolved vs. Problem NOT Resolved Based on 213,096 guests that reported a problem during the course of the stay in 2006  Source: Guest Insight System, January – December 2006 13

14. Episode One – Complaint Resolution Three Focus Areas (Jump-Starts) 14 1a - Capture the complaint Make sure we hear about the complaint before the guest leaves the property. 1b - Address the person before the problem Listen, empathize & connect first! 1c - Consider your options Anticipate unavoidable complaints and have an action plan ready. Ideas? Suggestions? drivers_ed@choicehotels.com

15. 1a. Capture the Complaint The Point: –Human nature works against us. Nobody “likes” to get complaints! –We’ve all been there – it happens to the best of us. –Good news – it’s not hard to exceed expectations! 15 The Goal: –Create a complaint-welcoming environment – using words and actions Speed Bumps: –Employee mindset is to not get complaints. –Understaffing will inhibit your success.

16. 1b. Address the Person first 16 The Point: –Human nature is to “fix things”. We want to be fast & efficient in an effort to take care of the guest. –But… with family and friends, we naturally focus on “fixing the person” first. The Goal: –Connect with the guests first and let them know we “get it”. First show them “we care” then show them we’re effective. Speed Bumps: –Employees will be worried about making the problem worse by emphasizing the negative. –Employees often think guests are “too busy” and just want the problem resolved.

17. 1c. Consider your Options 17 The Point: –There are some problems that can’t be solved. –Why not prepare for them in advance so we aren’t blindsided when we’re busy. The Goal: –Anticipate inevitable complaints and prepare a game plan in advance Speed Bumps: –Natural resistance to proactively seeking complaints that are unavoidable –Staff’s mindset is more reactive than proactive

18. Coach’s Guide - Tab 18

19. Coach’s Guide – episode 1 19

20. JumpStart Tab 20

21. JumpStart 1a JumpStart 1a: Capture the Complaint JumpStart 1b: Address the Person before the Problem JumpStart 1c: Consider Your Options 21

22. Extras 22

23. Added “Extra” 23 Available on the LMS http://choice.tracorp.com

24. Before we go… We want your feedback and input –Success stories –Best Practices –Ideas & Suggestions drivers_ed@choicehotels.com You could be featured in the Times! 24 If you were unable to connect to the webinar through your computer… Drivers Ed - Episode 2: “Staff Service”