Agree on the decision the pilot must support
Define the operation, eligible inquiry type, property scope, participating users and evaluation window. Name the person recording the observations and the decision-maker reviewing them. Write down what would justify expanding, revising or stopping the pilot.
Use comparable inquiries for the baseline and pilot. A private dinner and a multi-day convention require different work; combining them without identifying complexity can conceal the result. This is an original FOH working scorecard, not an independent benchmark or certified standard.
Record what you measured and how you counted it
| Measure | Definition | Record |
|---|---|---|
| Staff adoption | Eligible opportunities receiving the workflow ÷ eligible opportunities | Counts, eligibility and window |
| Active preparation | Minutes locating, checking, assembling and reviewing the buyer response | Comparable observations; median and count |
| Buyer clarity | Can the reviewer name the recommendation and the next unresolved decision? | Question asked, answer and review context |
| Content quality | Errors or conflicting materials found during the defined review | Severity, source, correction and affected opportunity |
| Maintenance work | Time and actions required for an approved change | Changed material and inspected views |
| Follow-up usefulness | Buyer answer that resolved a question or changed the recommendation | Observed activity, conversation and resulting action |
| Commercial context | Eligible opportunities and outcomes in the commercial record | Opportunity stage; booked and pipeline values separately |
Calculate preparation change honestly
Median preparation reduction = (baseline median − pilot median) ÷ baseline median × 100%, when the baseline median is greater than zero. Keep the observation count and inquiry complexity beside the calculation. Report a negative result as an increase in time.
Illustrative arithmetic only: a baseline median of 20 minutes and pilot median of 15 minutes gives a 25% reduction. These numbers are not FOH customer results. Exclude waiting for availability or approval from active assembly time, and report that waiting separately.
Set the quality target before the review
A 1% error target needs a defined denominator. If you assess 100 named, applicable content items and find one incorrect item, the observed rate is 1 ÷ 100 = 1%. That sample does not establish the error rate of every future response. Record the review scope and severity as well as the percentage.
A wrong room, unsupported availability statement, broken buyer path or exposed private information can block sharing even when the overall percentage is low. Correct known material errors before the response goes out. A pilot should improve the work the buyer actually receives.
Record buyer activity and commercial results separately
Views, returns and chronological guest journeys show recorded browser-session activity. The buyer’s answer explains its meaning. Hotel-reported opportunity outcomes describe the commercial record available to FOH; external booking or paid-revenue confirmation requires separate downstream evidence. Reconcile these deliberately and document which opportunities used the workflow.
A Won opportunity that used the experience is not proof that the experience caused the sale. A small early pilot can still produce useful workflow evidence without supporting a broad revenue claim. See the engagement guide for interpretation.
Close with an explicit pilot decision
| Decision field | What to record |
|---|---|
| Result against the agreed goal | Evidence, observation counts and material limitations |
| What worked / what created extra work | Staff and buyer examples |
| Unresolved implementation dependencies | Owner and required resolution |
| Decision | Expand, revise, continue measuring or stop |
| Publishable evidence | Customer permission, method and approved wording |
Use the software evaluation guide to compare scope and maintenance checklist to correct recurring content issues. FOH’s product facts identify today’s implementation boundary.
About this guide
Prepared by FOH Digital. Working examples are illustrative. Product descriptions reflect the reviewed scope; external sources are linked below.