Enhanced Service Metrics

How has this idea enhanced your club's operation, etc.?

Significantly increasing the detail of our nightly recaps in each restaurant and banquet, and pulling that data into our enhanced Service Metrics has allowed us to pinpoint areas of opportunity to increase Member satisfaction, and reduce the number of incident occurrences. These detailed metrics allow our team to target training down to an individual staff member, or make an adjustment to a single menu item to re-align Member satisfaction.

The Ibis Food & Beverage Service Metrics track trends on a monthly and annual basis recording restaurant covers and incident occurrences by category such as employee performance, Jonas, product quality, and ticket time, Member preferences, etc. Member feedback submitted via our Ibis mobile app and dining surveys are also added to the metrics daily. These metrics allow us to see how often a Member’s name is appearing on the recap as experiencing an incident. The management team is then able to pinpoint the exact employees that are connected with these incidents and provide targeted coaching and training for Front of House and Back of House staff.

How was this idea implemented, and what have been the club members' reactions?

Detailed recaps are recorded at the end of each meal period in each dining venue or banquet, then added to the enhanced service metrics. Reports are compiled detailing any repeated occurrences. Trends and opportunities are identified by managers who then make necessary adjustments to training, process, and menu items.

Since the implementation of these enhanced nightly recaps and service metrics, the percentage of incident occurrences have decreased from November to December by nearly 50%.