I attached guideline and note that i took from the guest speaker’s presentation.
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Guest speaker: Jane Rosenblum MGM director of guest experience – What is guest experience? Since 2012-present day Community of 60+ • 18 directors across all US properties Centralized position – report to property presidents Drivers of service excellence & engagement In-house consultants to division leaders to drive operational excellence “voice of the guests” – What does guest experience do? Create customer Experience strategies across MGMRI Journey Map to identify Opportunities & Pain Points in the guest experience Root cause and action plan service opportunities Partner w/property operators to implement customer experience initiatives Manage incoming & outgoing C-Suite correspondences – How do we build and cultivate a culture of service excellence? Show service basics Guestview (guest survey via Email) CSEA (Chairman’s Service Excellence Award) Day trip Surveys at Regional Properties Service Recovery Program – OWNing the Show Guestview (Guest survey via email) Stats 2018 25% Response Rate Over 700,000 Completed Surveys ~3 Million Survey Invitations Sent 33.6% Desktop 66.4& Mobile – How do we know if we are winning with our guests Net promoter Score (NPS) Problems Experienced / Problems Resolved Text Analytics GUEST SPEAKER REFLECTION PAPERS – 11 TOTAL Purpose: The purpose of this assignment is to reflect upon the information the course guest speaker’s share about their careers and operations and understand how it helps improve the service delivery at their various businesses. Task: You will write a two page reflection paper following each course guest speaker, which will be due by 11:59pm on the Sunday following the class session in which the speaker was present. You should answer the following questions in each of your reflection papers: • Who was the Guest Speaker and what is their Job Title? • What are their primary job responsibilities? • How does their job contribute to the improvement of service delivery in their organization? • What is one to two things you found interesting from their presentation and how could it assist you in becoming a better hospitality professional? • Did anything surprise you from their presentation? PLEASE NOTE, IF A SPEAKER DOES NOT COVER THIS IT IS YOUR DUTY TO ASK DURING THE Q&A. Guidelines: • • • Each reflection paper should be a minimum of two full pages, double-spaced using Times New Roman 12 font Your name and section number must be on each submission Due dates for the reflection papers are located on the course syllabus • POINTS WILL BE DOCKED FOR ANY PAPER THAT IS NOT AT LEAST 2 PAGES AND WITH THE PROPER FONT AND SPACING • PLEASE USE PROPER CITATIONS WHEN NECESSARY!
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