SMART SURVEY

Delivering S.M.A.R.T. Service Survey

Our records indicate that a representative from your hotel recently attended the "Delivering S.M.A.R.T. service" workshop. In addition to the workshop, your Holiday Inn Express team has introduced a new mystery shopper incentive program to assist you in reinforcing the training among your staff.

The questions below will help us better understand how the training and the incentive program has been perceived at your property and how we can improve similar programs that may be introduced in the future. Please take a few moments to complete the survey.

The first 500 people who respond to this survey, will be entered into a drawing for $500, so don't miss out on this opportunity to give feedback and you might be a winner!

When did you attend the delivering S.M.A.R.T. service workshop?
February
March
April
May

In general did you find the training useful?
Very useful
Useful
Somewhat useful
Not useful
Not sure

Describe what you found most useful:

Describe what you found least useful:

Have you shared the training video and support materials with the associates at your property?
Yes, I have shared the materials with all of the associates
Yes, but only with some of the associates
None of the associates have been trained on SMART service

If you answered yes to the question above, please enter the date that you trained your staff on SMART service.

If you have trained your staff on delivering SMART service, how did the associates respond to the training?
Very positive
Positive
Neutral
Negative
Very Negative

Please provide more detail about your answer to the previous question.

What areas of delivering SMART service did associates at your property seem to like the most?
The explanation of SMART
Examples of SMART
The mystery shopping incentive program
The focus on the Breakfast Host
Other

Since the training, have you observed positive changes in associates’ work-related behaviors?
Yes
No
Not Sure

If you answered yes to the previous question, please describe the positive changes you observed.

Please list any recommendations about topics/items that should be added, changed, or deleted to further improve the delivering SMART service workshop.

Has your property been mystery shopped yet?
Yes
No
Not Sure

If you have been mystery shopped, did you find the mystery shopping results useful?
Very useful
Useful
Somewhat useful
Not useful
Not sure

If relevant, please describe how you used the mystery shopping results.

What is your name? (This information is used to enter you in the $500 drawing.)