General Manager · Operations
Guest Experience Scorecard
Twelve quick questions. Get a 0–100 score for your hotel's digital guest experience, your band, and the three gaps costing you the most — in about two minutes.
Digital arrival
1. Can guests check in or skip the front-desk queue from their phone?
Requests
2. Can guests make requests with one tap instead of calling the operator?
Upselling
3. Do you surface contextual in-stay offers (spa, late checkout, dining) at the right moment?
Messaging
4. Do you have a structured way to chat with guests (in-app or messaging) with fast replies?
Social
5. Do you convert Instagram / social DMs into bookings rather than losing them?
Feedback
6. Do you run in-stay micro-surveys to catch unhappy guests before they check out?
Languages
7. Can guests use your services and communicate in their own language?
Content
8. Have you replaced printed compendiums with a digital, always-current guide?
Operations
9. Do staff tasks and tickets run through a system with clear ownership and SLAs?
Personalization
10. Do you recognize returning guests and remember their preferences automatically?
Reputation
11. Do you have a consistent process to respond to reviews quickly and on-brand?
Data
12. Can you see guest engagement and operations data in one place to act on weekly?
Questions, answered
- How is the score calculated?
- Each of the 12 questions scores 0 (not yet), 1 (partially) or 2 (yes). Your total is normalized to a 0–100 score. It's a directional self-assessment, not an audit.
- What do the bands mean?
- 0–39 Laggard: mostly analog, manual operations. 40–69 Developing: some digital pieces, gaps between them. 70–100 Leader: a connected, guest-first digital experience.
- Is my data stored?
- No. The scorecard runs entirely in your browser — nothing you answer is sent anywhere.
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