How should guest feedback gathered by RPS assessments be handled?

• A. Record, analyze trends, share with management, and implement improvements with the team.
• B. Ignore negative feedback.
• C. Review only at annual reviews.
• D. Archive and forget.

Answer: (A)

Guest feedback is a source of real-time insight that should drive action. In RPS, gather and record all input, analyze trends to spot recurring issues, share findings with management to align on priorities, and work with the team to implement clear improvements. This creates a continuous loop: feedback leads to identified problems, decisions are made at the right level, and the team executes changes that raise service standards. Ignoring negative feedback, reviewing only at annual reviews, or archiving and forgetting prevents learning and slows improvement, so they don’t support consistent guest satisfaction. The best approach keeps the focus on turning feedback into tangible, ongoing enhancements.