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Learn. Perform. Achieve! March 2024: Guest Resolution & New ChoiceU.com Feature

PERFORM, PERFORM 2024 Choice Hotels

Every month we highlight opportunities for leaders and managers to improve the performance of their teams. Plus, we are pleased to announce Operator Certifications (HOST/Extended Stay Essentials) completions and acknowledge the achievement of those who are now operator certified.

Would you like to be notified when the latest entry of the PERFORM blog has been posted? CLICK HERE to opt-in to receive those announcements via email. 

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The Power of the Guest Resolution Form (GRF)

Written by the Hospitality Services Team 

Here at Choice, we understand the importance of open and continued communication. 

We have two forms available to you that will allow easy and fast communication with our Guest Services team. The Guest Resolution Form (GRF) and Update to the existing Guest Resolution Form are your ‘go-to’ for sharing feedback about an encounter or experience with a guest.

How do I submit a Guest Resolution Form (GRF)?
Choice Central> References> Guest Resolution Form or click here. For your added convenience you can also access the link in ChoiceNOW and you will be redirected to the form in Choice Central.
What is a Guest Resolution Form (GRF)?
A Guest Resolution Form (GRF) is a platform where franchisees can provide valuable feedback, report concerns, or share any information they believe is crucial for our Guest Services team.
Front desk agent handing a keycard to a guest

Guest Resolution Form (GRF) FYI:

  • When you resolve a guest concern or encounter a situation you feel could escalate at the hotel, you should always fill out a Guest Resolution Form (GRF)
  • The form provides you a means of reporting a guest’s concerns and the steps you took to resolve them with our Guest Services Team
  • When you complete and submit a form it will go directly into GR Web as a general comment, so Guest Services has access to the information if the guest calls later.
  • Completing GRFs may help you avoid receiving a complaint after the guest has checked out.
  • If you have submitted a GRF showing you made all reasonable attempts to resolve a guest concern and the guest calls Guest Services looking for additional compensation, Guest Services will stand behind your documented resolution.

Effective GRF Feedback Tips:

  • Be Specific: Clearly outline guest issues, detailing problems and concerns expressed during their stay.
  • Provide Detailed Resolution Steps: Document all actions taken, such as room changes or compensatory measures.
  • Include Relevant Details: Include dates, times, and pertinent information for context.
  • Ensure Timely Submission: Submit promptly after resolving concerns while details are fresh.
  • Confirm Resolution: Ensure compensation is issued to the guest before submission.
  • Update as Necessary: Use ‘Update to Existing GRF form’ for new developments or insights.

How do I UPDATE the Guest Resolution Form (GRF)?

Just log in to the ChoiceNOW Hotel Portal and locate the FORMS section, then select Guest Relations> Customer Relations > ‘Update to existing Guest Resolution Form’ or click here.

Update to existing GRF is where you can provide additional comments or feedback, report concerns, or share any information related to an existing GRF submitted by your hotel. 

The best part is…there is no need to call our Hospitality Services team when updating your Guest Resolution Form, you can request additional comments to be added to an existing Guest Resolution Form by utilizing the ‘Update to Existing Guest Resolution Form’ to add insights, additional comments, or new developments to an existing Guest Resolution Form.

ChoiceU.com: The Favorites Menu

The Favorites Menu is here!

On ChoiceU.com, The Favorites Menu enables you to swiftly access your preferred training materials. To mark a training module or a group of modules as favorites, navigate to the “All Training” or “Learning Track” menu and select the desired items.

To access your preferred groups of favorites, click on the “Go To” drop-down option.

From there, you can select Content, Learning Track, or Brand Training to view the respective favorites.

Choice University is excited to announce that we have launched our LinkedIn page. Our goal is to work together to help hotel leaders and their team members achieve their goals through learning.

Please follow us on LinkedIn to stay connected to Choice University through our LinkedIn Page!

Operator Certifications Earned in February!

Congratulations to the following individuals who earned their operator certification last month!

  • Kishan Amin AL002 Sleep Inn
  • Jessica Neese AL621 Comfort Inn
  • Jayesh Patel AR145 Comfort Inn
  • Neven Napijalo AZ557 WoodSpring
  • Sarah Keith CN244 Rodeway Inn
  • Seemanth Anangarath CN327 Comfort Inn
  • Nathan Trudel CN345 Comfort Inn
  • Jasmina Dean CNB06 Clarion
  • John Garringer CO129 Comfort Suites
  • Hilary Dugan CO169 Comfort Inn
  • Emily Harrison CO229 Quality
  • Mireya Montelongo CO284 Quality
  • Alissa Apodaca CO337 Mainstay Suites
  • Heather Riggs CO424 Suburban
  • Shawn Fitzgerald CT190 Comfort Inn
  • Brenda Gaines FL452 Quality
  • Laurelei Morissette FL730 Sleep Inn
  • Theodosia Tucker FL978 Sleep Inn
  • Keyur Patel GA128 Quality
  • Bhavika Patel GA177 Econo Lodge
  • Amanda Labonville GA396 Ascend
  • Phil Henderson GA491 Comfort Suites
  • Darpankumar Patel GA538 Quality
  • April Carter GA885 Quality
  • Brittanie Riggs GAA84 WoodSpring
  • Amber Woods GAA96 WoodSpring
  • Hiren Patel GAC29 Rodeway Inn
  • Mike Patel GAC66 Country Inn
  • Ricky Chaudhari IA111 Sleep Inn
  • Kristopher Carruthers IA273 WoodSpring
  • Patrick Bailey IA353 Radisson Hotel
  • Suzanne Smith IL046 Comfort Inn
  • vishal patel IL070 Comfort Inn
  • Dmitriy Khimchak IL464 Suburban
  • Payal Patel IL495 Quality
  • Jaweed Mohammed IL644 Comfort Inn
  • Dana Pokorny IL653 Suburban
  • Cary Holliman IN269 Suburban
  • Jason Lindsey IN304 Comfort Suites
  • Mahmuda Nasrin KS001 Comfort Inn
  • Cheryl LeBlanc MA005 Quality
  • Christopher Greenwood MD064 Comfort Inn
  • Talha Ahmed MD416 Quality
  • Joseph Kasmikha MI142 Comfort Suites
  • Debbie Lang MI168 Comfort Inn
  • Teuta Nokaj MI463 Comfort Inn
  • Jonah Sorell MN031 Ascend
  • Bhargav Chaudhari MO329 Econo Lodge
  • Jonique Barnett MO336 Comfort Inn
  • Brandi French MO384 Ascend
  • Gaurav Vaishnav MS155 Quality
  • Siberina Latimore NC319 Comfort Suites
  • Tammy Smith NC598 Clarion
  • Dipak Patel NCA77 Rodeway Inn
  • Charrie White ND118 WoodSpring
  • Banish Makadia NJ386 Comfort Inn
  • Hector Espino NM007 Comfort Suites
  • Azmary Akhter NM051 Quality
  • Savannah Hidalgo NM211 Sleep Inn
  • Ram Manohar Sah NY340 Econo Lodge
  • Jasmine O’Neal OH443 Quality
  • Kristina Thornton OR302 Ascend
  • Jesten Basil PA688 Clarion Pointe
  • Bhavesh Gadhiya PA917 Mainstay Suites
  • Tejal Pau SC224 Comfort Suites
  • Tulsi Patel SC260 Country Inn
  • Rishi Patel SC263 Quality
  • Rachelle Breland TN241 Comfort Inn
  • Brenda Turk TN542 Quality
  • Kapil Dalsania TN589 Comfort Inn
  • Deep Patel TN725 Quality
  • Hiral Bhakta TX334 Econo Lodge
  • Richie Sidhu TX568 Comfort Suites
  • Landon Thompson TXA63 Comfort Suites
  • Clarissa Rudd TXG48 Country Inn
  • neel patel TXI05 Econo Lodge
  • Dyessia Brock TXK58 WoodSpring
  • Deanndra Teller UT172 Comfort Suites
  • Akul Patel VA054 Sleep Inn
  • Yashesh Modi VA282 Quality
  • Sunil Patel VA318 Comfort Suites
  • Charles Minnick VA319 Comfort Suites
  • Jerrod Collins WA352 WoodSpring
  • Jackie Robinson WA353 WoodSpring
  • David McComb WA355 WoodSpring