We make a siginificant effort to communicate guest feedback (i.e. guest letters, guest comments from SALT and Trip Advisor). We use multiple avenues to deliver the feedback throughout the resort: the Biltmore Block (daily newsletter), emails, pre-shift and team meetings, reader boards, and bulletin boards throughout the resort. We believe this has improved the overall morale of the resort, thus improving guest service. We have seen an increase of about 14% in our SALT overall service score over the past 2 years.
Posted on Jun 27, 2011