There is a dedicated management employee responsible for the management of this system and to ensure that information from the guest feedback system is adequately recorded

What does this mean?

  • As with any type of feedback system, the results have to be recorded and action taken thereon to be truly effective.
  • For this system to function properly, the business needs to make one of the managers responsible for managing guest feedback and reporting thereon.
  • This person should be responsible for updating the guest feedback system regularly, recording all feedback received and developing action plans where necessary to improve on areas highlighted by guests.
  • It is advised that this person be given an appointment letter for this position highlighting their roles and responsibilities and kept on file.  Alternatively these duties could be indicated in the person’s overall job description.