Enhancing Engagement: Empowering Employees for Guest Experience Excellence

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At the heart of boosting employee engagement lies an Incentives program aimed at not just encouraging but celebrating employee efforts in enhancing guest experiences. This innovative initiative is designed to propel employees to promote survey completion among guests, eliciting positive reviews on platforms like TripAdvisor and Yelp. 

Unveiling the Program Magic ✨

The program offers multifaceted rewards and recognition, fostering a culture of exceptional guest service while elevating employee motivation. Here’s how it works:

  • Guest Experience Excellence: The goal for all customer facing employees is to provide an excellent experience that reflects well on their service and the organization as a whole. With this in mind, admins can use this program to reward employees who have the opportunity to receive feedback from guests/customers. This not only drives employees to ensure they provide a positive experience, but also empowers the individuals employees interact with to share their feedback and provide the employee with the opportunity to be rewarded for their efforts.
  • Data Collection: The reviews employees receive can be gathered in many different ways. For example, Legoland CA used Trip Advisor, Yelp,  and other similar services to gather their guest reviews. Employees would also have a hand in encouraging these reviews when appropriate.
  • Raffle Tickets: Employees who received positive comments are entered in a monthly raffle and can also be rewarded points per comment received.
  • Random Drawing: Two employees are chosen randomly each month as the "Most Guest Obsessed" and are rewarded  points. To determine the lucky winners, administrators can use a free tool like wheelofnames.com to conduct a random drawing. Legoland CA also saw “mystery visits” and those who received 100% on the mystery visit report received additional points.
  • Prizes: The winners of the raffle are rewarded with recognition within the platform, complete with a large amount of points.
  • Frequency: The raffle can be held either Monthly or Quarterly, depending on your preferences.
  • Transparency: It's essential to ensure that the rules and guidelines for earning raffle tickets are transparent and easily accessible to all employees. One simple method could be maintaining a running tally of tickets on an Excel sheet. Share view-only access to this document and discuss it during all-hands meetings or via regular email updates. This approach ensures clear visibility, fostering excitement and attention around the raffle.

Implementing the Cool Stuff 😎

The program introduces Special Recognition, allowing admins to craft tailored messages, acknowledging and honoring individuals or groups of winners. 

  • Special Recognition & Pinned Recognition: This personalized recognition, originating from the company admin account, elevates the significance of the acknowledgment, spotlighting exceptional contributions at the forefront of the platform's activity feed. Pinned Recognition allows the winners to stand out and enjoy the limelight for a week or two.

How to Amplify Engagement 🚀

The program integrates incentives as a powerful motivator, not only for winners but for all participants striving to enhance the guest experience. 

  • Incentives: Employees earn rewards for each positive comment received from guests, fostering a continuous cycle of recognition and encouraging active participation in the program.

This initiative goes beyond just acknowledging exceptional efforts. It amplifies the guest experience by fostering a culture of continuous improvement, where every positive interaction is celebrated and recognized. The engagement program, with its blend of recognition and rewards, ignites a sense of pride and commitment among employees, driving them to excel in guest service while nurturing a vibrant workplace culture.

Featured Product(s): Recognition & Rewards 

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