What is one way to use GEM and OSA scores to improve guest experience?

Using GEM (Guest Experience Measurement) and OSA (Operational Standards Assessment) scores to improve guest experience involves identifying areas where performance can be enhanced. Training associates on specific aspects that need improvement, such as portion sizing, directly addresses these feedback areas. When scores indicate that guests are dissatisfied with certain elements, providing targeted training helps ensure that staff understand the expectations and can deliver a better experience.

This approach not only elevates the quality of service but also actively involves team members in the process of continuous improvement. By addressing specific feedback, like portion sizes, the business can better meet guest expectations, leading to higher satisfaction levels and a stronger overall guest experience.

Focusing solely on high-scoring areas, conducting fewer surveys, or ignoring guest feedback would not facilitate meaningful improvements and could undermine the effort to enhance the overall guest experience. Therefore, training on identified improvement areas is a proactive and effective strategy.