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1 Key Priorities Root Causes ActionsAction By Target Completion Date Actual Completion Date StatusRemarks Attractiveness of guest rooms Performance: 90.2.

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Presentation on theme: "1 Key Priorities Root Causes ActionsAction By Target Completion Date Actual Completion Date StatusRemarks Attractiveness of guest rooms Performance: 90.2."— Presentation transcript:

1 1 Key Priorities Root Causes ActionsAction By Target Completion Date Actual Completion Date StatusRemarks Attractiveness of guest rooms Performance: 90.2 Impact: 0.95 Warm & Friendly Welcome Impact 0.9 Painting Touch Ups Area Rugs Throw Pillows Guest Room Bins Potential Language Barrier Welcome Experience according to time of day may differ 5+ Rooms/day being checked for minor touch ups New Carpet Cleaner Extractor rec’d Sourcing new fabric to replace faded ones Replace current in room waste bins Hired 2 new Mandarin speaking GSO’s Monitor guest comments written and verbal for specifics Chief Eng. Asst.Chief Eng. EHK, Asst.HK, HK manager, Maint. Officer, FOM FOM/GEM FOM/Duty Managers/GEM March 31, 2011 December, 2010 December 2010 November rooms completed YTD Ongoing [Holiday Inn Resort Kandooma Maldives] [Q3 Key Driver Report Action Plan]

2 2 Key Priorities Root Causes ActionsAction By Target Completion Date Actual Completion Date StatusRemarks Breakfast - Food Quality 87.6 Impact 0.7 Dinner - Service 91.3 Impact 0.66 Food Variety Buffet Presentation Food temperature Product knowledge Guest relations Guest recognition Menu offerings revised 1)Maintain upkeep 2)Review presentation Regularly monitoring food temperatures Training of the Day Food/Beverage Daily Product Knowledge training Manager checking guest satisfaction Calling guest by their names Matthew Haneez Matthew Haneez Vijesh Justin Ezani Outlet Managers 30 th Nov 2010 Ongoing Add more variety to menu More regular maintenance Revamp presentations Periodically checking hot and cold temps. Maintaining records Managers ensure to check every guest’s satisfaction. Managers ensure all postings to MICROS have guest names so that all staff call guests by their names.

3 3 Key Priorities Root CausesActions Action By Target Completion Date Actual Completio n Date StatusRemarks Other food and drink experience 86.9 Impact 0.85 Less selection Beverage Promotion Food/ Beverage Knowledge Guest Relations Changed outlet menus, still to implement menus in R/S, TOS + New bar snacks on daily rotation basis Beverage promotion at the lounge Training of the day (SOPs) Food/Beverage daily Product Knowledge training Managers will touch all tables at least once for guest satisfaction on product and experience Justin Ezani Chef Justin Ezani Justin Ezani Outlet Managers Justin Ezani Outlet Managers 15 th December th November th November 2010 Ongoing 4 mixes implemented as of 8 th July yet still looking for 3 more options [Holiday Inn Resort Kandooma Maldives] [Q3 Key Driver Report Action Plan]

4 4 Key Priorities Root CausesActions Action By Target Completion Date Actual Completion Date StatusRemarks Speed & Efficiency of Check-In 92.9 Impact: 0.8 Cleanliness of Guest Room Performance 91.7 Impact 0.3 Rooms not ready when 90%+ occ. Credit Card Issues Guest not aware of Pre-Authorization/ Deposit Policy Attention to detail/New Room Crew Offer Day Use Rooms if back to back arrivals. Ensure correct Arr/Dep information updated in Opera Ensure all agents aware of policies and pass along to guests when Booking Reinforcement of Skills Training Calendar Reinforce operational C/L’s Purchased more vacuum cleaners Rec’d new carpet cleaner (Capex) Nov FOM E. HSKP GEM DUTY MGR SALES RES MGR E. HSKP ASST HK Immediate Ongoing November 2010Ongoing Started July [Holiday Inn Resort Kandooma Maldives] [Q3 Key Driver Report Action Plan]

5 5 Key Priorities Root CausesActions Action By Target Completion Date Actual Completion Date StatusRemarks Shower/Bath Experience Performance: 92.5 Impact: 0.35 Insects in Open Air Bathrooms Absence of bath Ongoing rigorous pest control program Review Room Descriptors in HOLIDEX Reiterate b’room confiig at time of check-in EHSKP ASST HK RES MGR FOM Ongoing Dec Dec. 20, 2010 Ongoing [Holiday Inn Resort Kandooma Maldives] [Q3 Key Driver Report Action Plan]


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