1. ASSOCIATE OPINION SURVEY Administration & Best Practices
FACITILATOR NOTE: This is a row boat analogy, – 1 minute
March, Gallup Research 263 research studies covering 49,928 business units at 192 organizations spanning 34 countries.
This shows the make-up of the workforce today. Engage people (30%) are the ones driving results. They are rowing together toward a goal
Disengaged people (52%) are just riding along, letting others do the work. These staff members just go through the motions giving minimal effort.
Actively Disengaged (18%) are actually trying to sink the boat… Actively working against the organization and goals
This COSTS BUSINESSES SIGNIFICANT $’s

2. What outcomes are we seeking?
Provide GMs with a tool to build ENGAGEMENT.
Utilize correlation between STAFF satisfaction & GUEST satisfaction to guide improvements.
Reduce TURNOVER costs.
Increase guest LOYALTY & REVENUE.
FACILITATOR NOTE: These are the outcomes we are hoping to deliver - 1 minute Highlight the Loyalty & Revenue
What causes some staff to be engaged and some actively disengaged? What specific staff satisfaction leads to better guest satisfaction?
This project’s goal is to find out.
We want to help hotels understand the things they can control that will increase the performance of their teams.
Find what is working and celebrate it, help hotels identify their opportunities that will drive better performance.

3. How will the results be used?
Results will be provided to HOTEL ONLY (and to BWI for the beta test)
Best Western will only use AGGREGATED DATA
Results will NOT be used as a property performance measure (threshold)
Beta test results will ONLY be used as a tool for hotels to improve performance
FACILITATOR NOTE: This focuses on how the results will be used - 2 min
Best Western will NOT be looking at individual property results. This is not a threshold initiative. We will ONLY look at roll-up aggregated data (data of all hotels, or groups of hotels) to better understand the trends and performance vs. benchmark.
We will correlate this with Guest Satisfaction data. Our hope is to find things that hotels can do for staff satisfaction that drive guest satisfaction and increase revenue.
We will have staff trained to analyze results to assist hotels in understanding their individual reporting. However, they will only assist IF REQUESTED BY THE HOTEL.

4. What are the survey questions?
I would recommend my workplace to friends and family as a good place to work.
I feel that I am a valued and appreciated team member.
There is someone at work who encourages me to learn and grow.
My co-workers treat me fairly and make me feel part of the team.
I am empowered to do whatever it takes (within reasonable limits) to satisfy the guest.
I have the supplies, equipment, and time I need to do my job well.
Conditional question 6 or lower, “What additional supplies, equipment, or time do you need?”
Working at this hotel makes me feel like I am accomplishing my personal and professional goals.
Do you have any comments about your experience as an employee?
(Open ended text)
There will be no questions about wage, or anything that could identify an employee, e.g., department, tenure
Unifocus has a bank of survey questions

5. Communication
Opportunity for associates to express their thoughts regarding the property.
Associates concerned with being identified.
It’s important for you to ensure that associates are confident about the anonymity of their answers and comments.

6. ADMINISTERING SURVEY
FACILITATOR NOTE: This walks through what Gov’s need to do
We are asking for FULL participation from committee members.
Deliver sign-up sheet to each committee member. Ask for their participation.

7. Communicate to Associates:
Communicate to all Associates that the survey is confidential!
Note: Written comments will be grouped and shared
Surveys are completed on the UniFocus website
Results are compiled by UniFocus, not by anyone at the hotel or Best Western Hotels & Resorts
Individual responses are completely anonymous. Names are NOT included on the surveys.
Managers are not present at the time Associates are taking the survey.

8. Communicate to Associates:
Survey available in English and Spanish
Each rating has a point value, 10 High – 1 Low.
If a question does not apply to the associate – or – the associate feels that they don’t know how to answer the question – answer the question with N/A.
Don’t worry about spelling when typing in the comments.
If an associate makes a mistake or accidentally submits the survey prior to completing, they will be allowed to draw another code and retake the survey. Note: Administrators should the original code to be deleted to UniFocus

9. Survey Administration – 1st Steps
Hotels will receive 50 codes per property, if additional codes are required,
Download survey codes from Export to Excel and print.
Cut each row from the spreadsheet so the code and the survey URL displays on one slip of paper.
Place all codes in a bowl or something easily accessed where staff can pull one at a time.

10. Survey Administration – 2nd Steps
Have associates draw codes when ready to take the survey.
Using a computer or mobile device have them enter the code on the survey website. .
Check staff members off a master list once they take the survey.
Communicate that associates are provided the maximum degree of confidentiality.
Securely store codes when the survey is not being administered.
Survey will only be available Fri. 2/24 – Mon. 3/6 (10 days).

11. Best Practices
Designate computers for associate use if possible (even if only temporary).
Save the link to survey in Favorites folder on each computer. .
Allow for privacy.
Set up times for each department to use computers.
Use the same environment for all shifts.

12. Participation Goals The participation goal is 100%.
All staff should be given the opportunity to take the survey, but forcing participation is not advised.

13. support@UniFocus.com | 972.512.5130