S.C.O.R.E stands for Serving Customers Over Required Expectations.
Each team member is listed on a SCORE Board in alphabetical order and with the dates for that month across the sheet. Each day the manager will list the points each team member gets daily. Team members can receive points from comments cards turned by a guest, a manager seeing them go above for a guest, an e-mail from a guest providing a compliment, a SALT Survey noting outstanding service or Guest Assistance file or a Compliment sent to hotel.
1 point = manager see TM providing above customer service
2 points = comment card from guest naming employee
5 points = email, SALT Survey or GA file compliment on employee
First time a team member gets on the SCORE board for the month they receive a $5 gas card. At the end of the month the team member who has the most points will receive a $200 check and that person will also pick a name out of a hat from all the team members that had points for the that month and the winner gets a $50.00 gas card. (Names in Hat: if a team member gets 10 points for the month then their name is placed in the hat ten times for the drawing of the $50 gas card.)
The SCORE winner of the month is then nominated for employee of that month for the department.
This has been a great tool in driving SALT scores at Front Desk, Reservations, Bellmen, Concierge and Drivers for the hotel.
Posted on Jan 1, 2010