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.