UNIQUE GUEST REVIEW SCORE ENHANCEMENT SYSTEM
Digital Toolkit • faithful field-by-field working conversion of the Unique GRSE Tool Kit Template, optimized for Hotel Clients, Programme Participants, and Certified Advisors & Coaches.
Project Setup
Digital working profile. The PDF itself does not prescribe these setup fields; they are retained from V1 to make the Toolkit usable as an application.
Executive Dashboard
Upload the hotel's Booking.com review CSV / Excel export and automatically generate the two core monitoring reports used by the Executive Dashboard: Part 1 — review-volume performance, and Part 2 — actual reviews secured through the Guest Review Score Enhancement process.
Part 1 — Daily Booking.com Guest Review Score Monitoring Chart
Daily KPIs / Actual Reviews / Daily Deviation / Accumulated KPIs / Accumulated Reviews / Accumulated Deviation / Negative Reviews / Accumulated -Ve Reviews.
Part 2 — Actual Reviews Secured (Team Effort)
Counts reviews that qualify as secured based on the selected score rule and the property's prevailing Public Guest Review Score.
1.3 Guest Review Score Performance — Initial Snapshot
The Toolkit's initial example is a direct-competition snapshot “as at 1st March 2026”.
| Measurement | |||||
|---|---|---|---|---|---|
| Guest Review Score | |||||
| Total Reviews |
1.3 Direct Competition Analysis — Strengths
Five separate comparison columns are retained.
| Comparison | Our Hotel | Hotel A | Hotel B | Hotel C | Hotel D |
|---|---|---|---|---|---|
| Strengths |
1.3 Direct Competition Analysis — Weaknesses
Each hotel has its own weakness field — not a combined competitor field.
| Comparison | Our Hotel | Hotel A | Hotel B | Hotel C | Hotel D |
|---|---|---|---|---|---|
| Weaknesses |
Competition Performance Dashboard
The Toolkit contains six dated dashboard snapshots: 15/31 March, 15/30 April, 15/31 May 2026. Every score and review field is editable.
| Date | Our Score | Our Reviews | Hotel A Score | Hotel A Reviews | Hotel B Score | Hotel B Reviews | Hotel C Score | Hotel C Reviews | Hotel D Score | Hotel D Reviews |
|---|
2.2 Guest Review Score Enhancement Indicators — Progress and Impact Indicators
The Toolkit shows Month / Existing Score / Target Score / Actual Score / Existing Reviews / Target Reviews / Actual Reviews / Proposed Actions. Three sample months are retained and can be changed.
| Month | Existing Score | Target Score | Actual Score | Existing Reviews | Target Reviews | Actual Reviews | Proposed Actions |
|---|
2.3 Actionable Strategies to Improve Guest Review Score
Hotel-specific strategies / proposed actions. The monthly indicator table above is the primary field structure shown in the Toolkit.
Overview of 8 Specific Action Steps
The eight action-step names are preserved exactly; PIC/status/notes are operational fields added to make the paper checklist workable.
| # | Action Step | Owner / PIC | Status | Notes |
|---|
3.1 Booking.com Room List
Operational reinforcement for the first Action Step: Prepare Booking.com Room List.
| Date | Booking.com rooms | Trip.com rooms | Traveloka.com rooms | Expedia.com rooms | Direct Booking rooms | Total number of rooms | Walk in rooms | Agoda.com rooms | Tiket.com rooms |
|---|
| Room Category | Booking.com Room | Finalized Room Numbers |
|---|
| Room Category | Base Rooms | Additional Rooms | Reinforced Total | Finalized Room Numbers |
|---|
3.2 Prepare Customized Scripts and Templates — Script 1 [Step 6 - 2]
Positive-review flow. The Toolkit provides two alternatives for Steps 1–3.
| Step | Option 1 | Option 2 |
|---|---|---|
| Step 1 — Direct Statement | ||
| Step 2 — Positive Feedback | ||
| Step 3 — Secure Review |
3.2 Script 2 [Step 6 - 2]
| Step | Approved Script / Option 1 | Approved Script / Option 2 |
|---|---|---|
| Step 4 — Quick Demonstration | ||
| Step 5 — Show Appreciation | ||
| Step 6 — Show Understanding | ||
Toolkit instruction: Either Step 5 or Step 6.
3.2 Script 3 [Step 6]
Negative-feedback flow. Step 1 and Step 4 are retained, with two alternatives where the Toolkit shows them.
| Step | Option 1 | Option 2 / Variable |
|---|---|---|
| Step 1 — Direct Statement | ||
| Step 2 — Negative Feedback | ||
| Step 3 — Address Concern | ||
| Step 4 — Show Appreciation | ||
Guest Incident Report
Template instruction in PDF: to be submitted to CEO by 6.00pm daily for immediate action.
Follow-through Schedule [Step 7]
Exact schedule structure from the Toolkit: Day 1–3 at 07.00am, 12.00 noon, 03.00pm and 06.00pm, plus follow-through call.
| Time | Day 1 | Day 2 | Day 3 |
|---|---|---|---|
| 07.00 am | |||
| 12.00 noon | |||
| 03.00 pm | |||
| 06.00 pm |
Follow-through Prompter
Follow-through Call
| Option | Call Script |
|---|---|
| Call 1 | |
| Call 2 |
3.3 Daily Booking.com Guest Review Score Monitoring Chart
The PDF has a monthly daily chart with Daily KPIs, Actual Reviews, Daily Deviation, Accumulated KPIs, Accumulated Reviews, Accumulated Deviation, Negative Reviews and Accumulated -Ve Reviews.
| Day | Daily KPIs | Actual Reviews | Daily Deviation | Accumulated KPIs | Accumulated Reviews | Accumulated Deviation | Negative Reviews | Accumulated -Ve Reviews |
|---|
Reinforcement — Desired Guest Review Score
The Toolkit links the Desired Guest Review Score to prevention of negative reviews and acceleration of positive reviews.
3.3 Daily Booking.com Guest Review Exception Report
One repeatable record per exception. The PDF's fields are preserved exactly.
3. Implementation Action Plan
Section A : Application Areas
Please list down the specific modules / topics that you have identified for immediate application
Section B: Benefit Statements
Please list down the key benefits that will be derived upon the successful completion of this Implementation Action Plan. You must ensure that the Benefit Statements relate directly to the specific application areas stated in Section A above.
Section C: Scheduled Initiatives
Please list down the specific initiatives that you plan to carry out to achieve the desired results
| Application Areas | Time Line | Support Required | Challenges / Solutions / Feedback on Results |
|---|
Section D: Confirmation of Implementation Action Plan
This section must be completed before commencement of Implementation Action Plan. Participant is required to state his or her commitment to complete this Implementation Action Plan. Project Champion is required to state his or her endorsement for this Implementation Action Plan
| Name | Signature | Date | |
|---|---|---|---|
| Participant | |||
| Project Champion |
Section E: Participant Feedback
Upon the completion of this Implementation Action Plan, participant is required to provide his or her summary feedback
Section F: Project Champion Feedback
Upon the completion of this Implementation Action Plan, Project Champion is required to provide his or her observation feedback
1. Feelings and Reaction Questionnaire — 1
The specific purpose of this Feelings and Reaction Questionnaire is to determine your feelings, reaction and how useful the advisory and coaching session is to you
Participant Signature
Participant may sign directly on the phone/PC screen or use the text signature field.
The PDF filename will automatically use the Participant Name where available.
4. Project Evaluation Report — 1
Overall assessment of the level of achievement of the Advisory and Coaching Project.
Project Evaluation Report — Sections A & B
Project Evaluation Report — Sections C & D
Project Evaluation Report — Sections E & F
Project Evaluation Report — 5: Additional Supporting Information and Attachments [Optional]
Sample Pages in Original Toolkit
The PDF pages labelled “SAMPLE / Case 2 - 6”, “Case 2 - 7” and “Case 2 - 8” are evidence/examples rather than blank data-entry forms. They are therefore not converted into mandatory input fields.