Guest Satisfaction Guest satisfaction remains a top priority for Yanlord, serving as a key indicator for service quality. By continuously understanding customer needs and exceeding expectations, Yanlord strengthens guest loyalty and enhances its competitive position in the hospitality industry. Delivering exceptional guest experiences is essential to sustaining high performance in a dynamic market. Yanlord actively monitors guest satisfaction through various channels, such as Guest HeartBeat and IHG Guest Reviews, along with ratings on platforms like Trip.com, Booking.com, and TripAdvisor. Key performance metrics include service recovery, cleanliness, and food quality, ensuring a comprehensive evaluation of the guest experience. To reinforce our commitment to service excellence, employee performance and rewards are directly linked to guest feedback and ratings, incentivising staff to uphold the highest service standards. Additionally, guest comments are shared with all employees, allowing teams to identify areas for improvement, refine operational workflows, and make timely adjustments. In FY 2024, all low-scoring feedback was promptly addressed, with follow-up actions implemented within the Group’s designated timeframe, ensuring no overdue cases. WIDE RANGE OF ACTIVITIES TO GUESTS QUALITY OF PRODUCTS AND SERVICES | MANAGEMENT APPROACH | HOTELS & SERVICED APARTMENTS Theme Activities Outdoor Activites Festival Celebrations Contents Introduction Approach to Sustainability Upholding Good Governance Caring for Our Customers Empowering Our People Preserving Our Planet Creating Shared Value for Our Society GRI Content Index 35 Yanlord Land Group Limited Sustainability Report 2024
RkJQdWJsaXNoZXIy NTkwNzg=