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.

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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.

WORKING APP

Hotel / Property Name

Programme Code

Project Champion

Project Members

Advisory and Coaching Session Date

Duration of Advisory and Coaching Project

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

Snapshot Date

Direct Competition Analysis — Strengths

Five separate comparison columns are retained.

Comparison	Our Hotel	Hotel A	Hotel B	Hotel C	Hotel D
Strengths

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

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

Guest Incident Report

Standalone Guest Incident Report • suitable for Front Office and Guest Service Team use as a digital interactive form or as a manual printable form.

STANDALONE TOOL

Hotel branding: The standalone form allows the hotel team to upload its own hotel logo. The guest can sign directly on the phone/PC screen, or the report can be printed and completed manually.

Click to upload hotel logoPNG or JPG • horizontal logo recommended

Guest Name

Booking ID

Room No.

Incident Category

Check-in Date

Check-out Date

Date / Time Reported

Prepared By

Guest Concern / Incident

Immediate / Proposed Action

Follow-up / Resolution / Management Remarks

Guest Signature (typed name)

Guest Signature Date

PIC Signature (typed name)

PIC Signature Date

Submission Status

Submitted to CEO / Management

Reports are auto-saved on this device.

Monitoring Centre

The Daily Booking.com Guest Review Score Monitoring Chart below follows the exact structure of the supplied Excel template, including the 1–15 and 16–31 day sections. Manual entry is limited to the KPI, Actual Reviews and Negative Reviews cells; deviation and accumulated figures are calculated automatically.

Monthly Booking.com Guest Review Score Monitoring Chart

Excel-format manual monitoring chart — all 18 columns are retained. Swipe horizontally on mobile to view the full chart.

Month

Default Daily KPI

Set the month and Daily KPI once. Then enter only Actual Reviews and Negative Reviews each day.

Grey numbers are examples only. Use the outlined fields for daily entries. Deviation and accumulated rows are calculated automatically.

<<Change Month & Year>>

Automatic Review Analytics — Upload CSV / Excel Below

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.

Upload Guest Review CSV / Excel

Accepted: CSV, XLSX, XLS. Processing is performed in this browser. The review data is not sent to a server by this app.

No review file loaded.

Public Guest Review Score (for Part 2 qualification)

Daily Review KPI — Part 1

Daily Qualified Review KPI — Part 2

Part 2 Qualification Rule

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.

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 Hotel Score	Our Hotel 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

Daily Booking.com Guest Review Exception Report

Exception Management • Each negative review should be recorded accurately on the day it is received, analysed to identify the underlying service or operational issue, and followed by a clearly documented preventive action to reduce the risk of recurrence.

NEGATIVE REVIEW MANAGEMENT

Purpose: Convert every negative review into a structured service-improvement action by establishing what happened, identifying the root cause, assigning the necessary response, and preventing a similar negative review from recurring.

Implementation Action Plan

The specific purpose of this Implementation Action Plan is to assist you to systematically apply the knowledge acquired and skills developed during the advisory and coaching session within the next 1 month or 3 months

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		Digital Signature
Project Champion		Digital Signature

Section E: Participant Feedback

Upon the completion of this Implementation Action Plan, participant is required to provide his or her summary feedback

Participant Name / Signature

Digital Signature

Date

Section F: Project Champion Feedback

Upon the completion of this Implementation Action Plan, Project Champion is required to provide his or her observation feedback

Project Champion Name / Signature

Digital Signature

Date

Download This Implementation Action Plan

The Action Plan can be printed or downloaded at any stage, including as a blank template. Entered names, dates and digital signatures will be included automatically.

Project Evaluation Report — 1

Overall assessment of the level of achievement of the Advisory and Coaching Project.

Name of Hotel

Existing Guest Review Score and Reviews [Date]

Target Guest Review Score and Reviews [Date]

Actual Guest Review Score and Reviews [Date]

Date of Advisory and Coaching Session

Duration of Advisory and Coaching Project

Project Champion

Project Members

Project Evaluation Report — Sections A & B

Section A: Feedback on Feelings and Reaction Questionnaire

Section B: Feedback on Knowledge Assessment Exercise

Project Evaluation Report — Sections C & D

Section C: Feedback on Implementation Action Plan

Section D: Feedback on Group Chat Management and Reinforcement session

Project Evaluation Report — Sections E & F

Section E: Feedback on Overall Advisory and Coaching Project Achievement

Section F: Feedback on Areas for Further Improvement

Name of Certified Associate Advisor and Coach

Signature

Digital Signature

Date

Project Evaluation Report — 5: Additional Supporting Information and Attachments [Optional]

Download This Project Evaluation Report

The Evaluation Report can be printed or downloaded at any stage, including as a blank template.

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.