Stop the slide. Then climb back above brand standard.
Hotel Medic is a done-for-you service for general managers whose Medallia GSI and LTR scores are falling. We stabilize the trend first, then raise it, month by month, with a written plan you can show your owner and your brand.
Example chart shown. Results depend on property conditions, staffing, and brand programs. Hotel Medic is an advisory service and does not guarantee specific scores.
Triage first. Then treatment.
Most score programs start with big plans the team never finishes. We start by stopping the bleeding, then build on what the data says.
Diagnose
We pull your Medallia reports, read the comments, audit your reviews, website, and social pages, and name the three or four issues driving the drop.
Stabilize
Weekly action items sized to your team and your authority as GM. Professional replies to every review. Complaint follow-ups with fixes you can actually make.
Improve
Recognition programs, staff tools, and a monthly report for your owner and brand showing what moved, what did not, and what is next.
A thank-you your housekeepers can see.
A card on the nightstand shows the housekeeper's name and photo with a QR code. Guests scan, say thank you in English or Spanish, and can leave a tip by Zelle, Cash App, or PayPal. Housekeepers feel seen. Guests mention them in their surveys.
- Two taps for guests, large buttons for staff, English and Spanish on both sides
- Certificates of appreciation and a monthly gift-card winner
- Morning huddle messages from the GM to the whole team or one person
- The GM never sees or edits anyone's payment details
- "María kept our room perfect all week."Praise
- "Hallway carpet on floor 3 looks worn."Capital
- "Breakfast ran out of coffee at 8:30."Fix now
- Guest room A/C unitsNeeds quotes
- Hallway carpet, floor 3With owner
- Breakfast refrigeratorApproved
Your whole team and your guest feedback on one screen.
The dashboard is the GM's side of Gracias. It shows what guests are saying, how each department is doing, and what needs your attention this week.
- Guest comments and thank-yous, sorted by employee and department
- Goals for the week and month, with progress
- Add or remove employees and departments in seconds
- Morning huddle messages to everyone or to one person
- Printable name cards, tags, and certificates
- Weekly report and capital-needs tracker for your owner
GMs never see or edit employee payment details.
Every thank-you becomes a certificate. Every month has a winner.
When a guest compliments an employee, by name in Gracias or in a survey, that person gets a printed Certificate of Appreciation with the guest's words on it. At month end, the employee with the most compliments wins a gift card.
- Certificates designed with your hotel's name and logo, ready to print and hand over
- Star of the Month announced in the morning huddle message
- Gift card amount set by the GM; the winner is chosen from real guest comments
- Tips stay separate: they go straight to the employee
Example winner announced in the huddle message
Clean room, friendly front desk, and the breakfast was great. We loved how close we were to the beach.
Every reply protects the brand and sells the stay.
Negative reviews get calm, professional answers that show future guests how you handle problems. Positive reviews become free marketing for your amenities and your neighborhood.
- Facebook and Instagram pages created and maintained if you have none
- Website audit with a short list of fixes that lift bookings
- No review gating and no incentives, so you stay inside Google and brand rules
Fewer questions at a busy front desk.
We build a preloaded guide of restaurants, attractions, and services around your hotel, with input from your GM and front desk. Guests scan, browse, and go. Your team stays on check-in.
Local businesses who want to be featured: info@roomkeyrewards.net
Pick the level of care your property needs.
Essentials
For properties starting to slip.
- Monthly score review and GM report
- Review replies written for you
- Gracias and the GM dashboard
- Local Guide, starter list
Recovery
For properties under brand watch.
- Everything in Essentials
- Written GM consultations twice a month
- Complaint emails with fixes matched to your authority
- Facebook and Instagram setup and upkeep
- Website audit
Brand Rescue
For properties that must turn around fast.
- Everything in Recovery
- Weekly action plan and priority line to me
- Owner-ready report with capital needs flagged
- Medallia report requests handled for you
- Staff recognition: certificates and monthly winner
- QR name tags and printed toolkit
Hotel Medic provides advisory and support services. Score movement depends on factors the hotel controls and many it does not, so no specific result is guaranteed. Scope is set in writing before work begins, and fees are for services delivered.
When the building is the problem, the report says so.
Some scores cannot be fixed with service alone. Tired carpet, failing air conditioners, and old equipment show up in guest comments. We document them with the evidence so the GM has a case to bring to ownership.
Run by an operator who has sat in your chair.
Jorge Falcon spent more than 40 years in hotels, including 15 as a regional operations manager across 42 properties, and has worked with Choice, IHG, Hilton, La Quinta, Motel 6, and Days Inn hotels.
Hotel Medic is independent and not affiliated with or endorsed by these brands.
Send us these five Medallia reports.
We will tell you in one call what is driving the drop and which plan fits. If you do not need us, we will say so.
- GSI overall satisfaction, last 3 months. Monthly trend with response counts.
- Likelihood to Recommend (LTR), last 3 months. Monthly trend and promoter and detractor split.
- Category scores. Cleanliness, staff, room condition, value, and breakfast if offered.
- Guest comments. Every verbatim comment from the same 3 months, with the score attached.
- Brand and market rank. Your position against the brand average and your comp set.
Report names differ between IHG and Choice portals. Export as PDF or Excel and send what is closest. We will tell you if anything is missing. Remove guest names and contact details first.
Jorge Falcon · Kissimmee, Florida
info@hotelmedic.net · jfalcon309@gmail.com · 321-352-1412