Quality Counts! Jared Hodgson & Jon Mountague QA Manager & Senior QA Assessor

Let me tell you a story…

Why are we here? QA team, Audits & KPI’s. Minimum Standards & question time. Branding made easy & question time. Administration rules – why? How to improve scores / quality. Signage. Medallia. IQA Awards.

QA Team, Audits & KPI’s We have 4 full time assessors. Full assessments = 2008 – 317 / 2009 – 450. As a team we have 143 years experience in the industry and have assessed over 19,000 rooms. Currently as a team we are at an accuracy of 95.5% overall on audits. We have achieved our KPI’s for 2009!

Minimum Standards New for 2010 (handout at back). Bedside table (20 x 30cm).

Minimum Standards Clothes hangers (8 including 2 for hanging skirts AND trousers)

Minimum Standards Locking devices – entrance doors.

Minimum Standards Doors.

Minimum Standards Locking devices – patio doors. OK NOT OK

Minimum Standards Guest directory ( HSIA & help line (240 points). Luggage storage (access only by hotel staff). Desk size (40 by 75 cm). 2 of – tumblers / towels / cups. TV reminder (2012 deadline).

Minimum Standards - Future Best practices for the future. Computer in lobby. Premium/multi function shower heads. Bed coverings – triple sheeting, duvet (sewn in/insert), covers but not polyester. Mattress protectors. Pillow protectors. Number of pillows (4). ANY QUESTIONS?

Branding Made Easy Common errors.

Branding Made Easy Common errors.

Branding Made Easy Common errors.

Branding Made Easy The BW logo itself will NOT change in the near future! 3 items in rooms – guides won’t count in future. Don’t use the name unless you have to. Check all till receipts.

Third Party Branding

Administration rules – why? Shorter time lines – 1 to 4 months depending on scores. Notification period now 7 days maximum. Failure in probation = restriction. Failure in Final Correction Period = termination. Test assessments - £250 plus VAT.

How to improve scores / quality Less gadgets – cleaning of accessories = top point loss item at 2009 assessments. For Freeview - rather than listing all channels indicate to the guest where the ‘guide’ button is in the directory. Tools for preventative maintenance measures – see portal. Self assess regularly.

Key problems & solutions Windows / frames.

Key problems & solutions Drain rings.

Key problems & solutions Doors / frames.

Key problems & solutions Ceilings / walls.

Key problems & solutions Kettles / elements.

Key problems & solutions Chrome.

QA Training days Quick preview of what we do. 17 th February at the Best Western Tillington Hall in Stafford. 24 th March at the Best Western Sea Hotel in South Shields. 23 rd April at the Best Western Linton Lodge in Oxford.

QA Training day - Testimonial I would like to thank the Best Western team for the time taken during the QA assessment training course which I found helpful in assisting my team and I to prepare for the assessment. We use the checklists regularly now to complete internal room checks and by doing so can check to the Best Western required standards.

QA Training day - Testimonial I was in regular contact with the team in the run up to the assessment with regard to branding etc and always received courteous, helpful and prompt replies. Regards Stuart J Greig General Manager Best Western Edinburgh City Hotel

QA Training day - Testimonial Scores before QA training = GRPA – 916 / MS – 808 / BI Scores after QA training = GRPA – 936 / MS – 1000 / BI

Signage Illumination waiver expires end 2010.

Signage All hotels concerned will be contacted by end Feb If in doubt contact us.

Medallia KPI target = Check daily and answer and close alerts – or they will be counted as a complaint. Use the resources page.

Medallia Use the resources page.

Medallia

BWI Excellence in Quality Award Congratulations and well done to: Best Western The Cromwell, London. Best Western Lochardil House Hotel, Inverness. Best Western Guide Post Hotel, Bradford. Best Western Tiverton Hotel, Tiverton. Best Western Keavil House Hotel, Dunfermline. Best Western Boltons Hotel, London. Best Western Roker Hotel, Sunderland.