Post on 13-Jan-2016
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 (www.bwfeedback.com).
• 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.
• 17th February at the Best Western Tillington Hall in Stafford.
• 24th March at the Best Western Sea Hotel in South Shields.
• 23rd 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.
RegardsStuart J Greig
General Manager Best Western Edinburgh City Hotel
QA Training day - Testimonial
Scores before QA training =
GRPA – 916 / MS – 808 / BI - 880
Scores after QA training =
GRPA – 936 / MS – 1000 / BI - 1000
Signage • Illumination waiver expires end 2010.
Signage
• All hotels concerned will be contacted by end Feb 2010.
• If in doubt contact us.
Medallia
• KPI target = 8.08.
• 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.