國(guó)際聯(lián)號(hào)酒店前廳客房營(yíng)銷(xiāo)禮賓財(cái)務(wù)運(yùn)營(yíng)管理資料 2013 RH-BSA-JUL-DEC-V1-ORF

1、RH-BSA-2013-JUL-DEC-V1 July-December 2013 NOTIFICATION: Beginning January 2014, BSA evaluations will include timely completion and upload of Property Certification for both June and December. Non-compliance will result in 2 percentage points off the overall BSA score. PLEASE NOTE: FOR ANY AUDITABLE

2、LINE ITEM LISTED ON THIS BSA, IT WILL BE MEASURED TO MARRIOTT INTERNATIONAL STANDARD UNLESS LOCAL CODE, ORDINANCE OR LAW WOULD PREVAIL. MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION The contents of this material are confidential and proprietary to Marriott International, Inc. and may not be repr

3、oduced, disclosed, distributed or used without the express permission of an authorized representative of Marriott. Any other use is expressly prohibited. 1TABLE OF CONTENTS Check-In 3 Navigator 6 Bar/Lounge 8 In-Room Dining 18 Club Lounge 25 Restaurant 33 Service General 46 General Bedroom 49 Bedroo

4、m #1 50 Bathroom #1 67 Bedroom #2 73 Bathroom #2 89 Bedroom #3 95 Bathroom #3 111 Hotel General 117 Lobby 121 Elevator 127 Corridors 129 Fitness Center 132 Spa 137 Spa - Locker Room 144 Golf Shop 147 Golf Locker Room 153 Golf Cars 156 Golf Comfort Station 161 Golf Grounds 164 Meeting 166 Heart of Ho

5、use 175 Food Safety 183 Property Certification 192 MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION The contents of this material are confidential and proprietary to Marriott International, Inc. and may not be reproduced, disclosed, distributed or used without the express permission of an authorize

6、d representative of Marriott. Any other use is expressly prohibited. 2Check-In Q# 1Enter associate name(s) Item Pts Group Check-In Category: Area to Address Service Execution: Arrival Answer 2The Ambassador followed the 15/5 rule and was always on 4 Check-In Service Execution: Yes No N/A stage pts A

7、rrival The Ambassador must: At 15 feet (4.6 m), make eye contact and smile At 5 feet (1.5m), maintain eye contact Greet the guest with a warm greeting (e.g. Good Morning/Evening) Be on stage Mark NO if any of the above criteria is not met CK601-g 3The Ambassador provided a warm and genuine welcome,

8、4 Check-In Service Execution: Yes No N/A indigenous, where applicable pts Arrival Mark NO if the Ambassador did not provide a warm and genuine welcome CK602 4The Ambassador reviewed the rate, method of payment and 2 Check-In Service Execution: Yes No N/A room number silently pts Arrival Ambassador m

9、ust silently review rate if rate not listed on key packet The Ambassador must: Review rate silently (e.g. not verbalized, not spoken) (if not listed on key packet) Confirm the method of payment Not state room number out loud Mark NO if any of the above criteria is not met CK603 5The Ambassador antic

10、ipated the guest needs or delighted 16 Check-In Service Execution: Yes No N/A the guest pts Arrival Ambassadors must minimally anticipate or delight the guest: Anticipate guests needs, examples include: o Offer to take trash from guests hand o Offer an umbrella o Offer to store golf clubs o Offer a

11、bottle of water if guest appears thirsty or hot o Offer of heating pad for painful back Delight the guest, examples include: o Welcome snack o Room upgrade (room size or view) MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION The contents of this material are confidential and proprietary to Marriott

12、 International, Inc. and may not be reproduced, disclosed, distributed or used without the express permission of an authorized representative of Marriott. Any other use is expressly prohibited. 3Q# Item Pts Group Category: Area to Address Answer Mark NO if the Ambassador does not anticipate or delig

13、ht the guest CK604-x 6The Ambassador provoked the guest to discover something 16 Check-In Service Execution: Yes No N/A new pts Arrival The Ambassador provoked discovery by initiating conversation during the check-in process and providing micro-local recommendations Examples include: Offering Local

14、Navigator Guide with corresponding explanation of insider tips Pointing out unique spots while providing directions to needed destinations Share interesting facts about hotel/location Mark NO if guest was not provoked to discover something new CK606-q 7The Ambassador was knowledgeable about property

15、 16 Check-In Service Execution: Yes No N/A offerings and the local area pts Arrival Pick (1) of the following topics and inquire of the Ambassador: F&B hours of operation Local directions Local restaurants Local traffic patterns Mark NO if the Ambassador is not knowledgeable about the above item CK6

16、07-k 8The Ambassador used the guest name during the interaction 4 Check-In Service Execution: Yes No N/A pts Arrival Mark NO if the Ambassador did not use the guest name during the interaction CK608-n 9The Ambassador R Image met standard 16 Check-In Service Execution: Yes No N/A pts Arrival The Amba

17、ssador must minimally demonstrate R Image: Style Attire is clean, well maintained, and appropriately fitted to body type (not too tight or baggy) Grooming (i.e., hair, makeup, fingernails, facial hair, etc.) appears well maintained Verbal Communication Speaks clearly and politely to guests using app

18、ropriate tone and volume Conveys confidence or enthusiasm when speaking Non-Verbal Communication Uses correct non-verbal behaviors (e.g., nods head, maintains eye contact) to communicate understanding Refrains from pointing, slouching, making thumbs up gestures, shrugging Lifestyle Focus MARRIOTT CO

19、NFIDENTIAL AND PROPRIETARY INFORMATION The contents of this material are confidential and proprietary to Marriott International, Inc. and may not be reproduced, disclosed, distributed or used without the express permission of an authorized representative of Marriott. Any other use is expressly prohi

20、bited. 4Q# Item Pts Group Category: Area to Address Answer Asks questions to understand guest needs and interests Mark NO if any of the above criteria is not met CK609-p 10 The Ambassador offered further assistance and provided a 4 Check-In Service Execution: Yes No N/A warm/sincere closing, demonst

21、rating appreciation pts Arrival The Ambassador must: Offer further assistance (e.g. Is there anything else I can assist you with?) Offer a sincere closing Demonstrate appreciation (e.g., Thank you) Mark NO if any of the above criteria is not met CK610-c 11 The guest felt a genuine sense of welcome 0

22、 Check-In Service Execution: Yes No N/A pts Arrival The Ambassador was sincere during the interaction and made the guest feel welcome Mark NO if guest did not receive a genuine sense of welcome CK611 12 The overall experience met guest expectations and was free 0 Check-In Service Execution: Yes No N

23、/A of negative detractors pts Arrival Mark NO if there was any element that did not meet expectations: Facility (e.g. china/glass/silver, tray/table) Product (e.g. condiment presentation, food/beverage items) Service (e.g. greeting, engagement, closing) CK612-s MARRIOTT CONFIDENTIAL AND PROPRIETARY

24、INFORMATION The contents of this material are confidential and proprietary to Marriott International, Inc. and may not be reproduced, disclosed, distributed or used without the express permission of an authorized representative of Marriott. Any other use is expressly prohibited. 5Navigator Q# 13 Ent

25、er associate name(s) Item Pts Group Navigator Category: Area to Address Service Execution: Guest Services Answer 14 The Ambassador followed the 15/5 rule and was always on 4 Navigator Service Execution: Yes No N/A stage pts Guest Services The Ambassador must: At 15 feet (4.6 m), make eye contact and

26、 smile At 5 feet (1.5m), maintain eye contact Greet the guest with a warm greeting (e.g. Good Morning, Evening) Be on stage Mark NO if any of the above criteria is not met NAV601-g 15 The Ambassador anticipated the guest needs or delighted 16 Navigator Service Execution: Yes No N/A the guest pts Gue

27、st Services Ambassadors must minimally: Anticipate guests needs, examples include: o Offer to take trash from guests hand o Offer an umbrella o Offer to store golf clubs o Offer a bottle of water if guest appears thirsty or hot Delight the guest Mark NO if the Ambassador does not anticipate or delig

28、ht the guest NAV602-x 16 The Ambassador provided Insider Information on the 16 Navigator Service Execution: Yes No N/A micro-local level pts Guest Services Pick (2) of the following topics and inquire of the Ambassador: Local activities Local restaurants Local events Local sightseeing Mark NO if the

29、 Ambassador is not knowledgeable about the above items NAV605-q 17 The Ambassador used the guest name during the interaction 4 Navigator Service Execution: Yes No N/A when known pts Guest Services Mark N/A if the guests name is not known Mark NO if the Ambassador did not use the guest name during th

30、e interaction NAV606-n MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION The contents of this material are confidential and proprietary to Marriott International, Inc. and may not be reproduced, disclosed, distributed or used without the express permission of an authorized representative of Marriott

31、. Any other use is expressly prohibited. 6Q# Item Pts Group Category: Area to Address Answer 18 The Ambassador R Image met standard 16 Navigator Service Execution: Yes No N/A pts Guest Services The Ambassador must minimally demonstrate R Image: Style Attire is clean, well maintained, and appropriate

32、ly fitted to body type (not too tight or baggy) Grooming (i.e., hair, makeup, fingernails, facial hair, etc.) appears well maintained Verbal Communication Speaks clearly and politely to guests using appropriate tone and volume Conveys confidence or enthusiasm when speaking Non-Verbal Communication U

33、ses correct non-verbal behaviors (e.g., nods head, maintains eye contact) to communicate understanding Refrains from pointing, slouching, making thumbs up gestures, shrugging Lifestyle Focus Asks questions to understand guest needs and interests Mark NO if any of the above criteria is not met NAV607

34、-p 19 The Ambassador offered further assistance and provided a 4 Navigator Service Execution: Yes No N/A warm/sincere closing, demonstrating appreciation pts Guest Services The Ambassador must: Offer further assistance (e.g. Is there anything else I can assist you with?) Offer a sincere closing Demo

35、nstrate appreciation (e.g., Thank you) Mark NO if any of the above criteria is not met NAV608-c 20 The overall experience met guest expectations and was free 0 Navigator Service Execution: Yes No N/A of negative detractors pts Guest Services Mark NO if there was any element that did not meet expecta

36、tions: Facility (e.g. china/glass/silver, tray/table) Product (e.g. condiment presentation, food/beverage items) Service (e.g. greeting, engagement, closing) Navigator interaction resembled a typical hotel concierge NAV609-s MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION The contents of this mate

37、rial are confidential and proprietary to Marriott International, Inc. and may not be reproduced, disclosed, distributed or used without the express permission of an authorized representative of Marriott. Any other use is expressly prohibited. 7Bar/Lounge Category: Q# Item Pts Group Area to Answer Ad

38、dress 21 Enter associate name(s) Bar/Lounge Service Execution: Beverage & Food 22 The Ambassador followed the 15/5 rule and was 4 Bar/Lounge Service Yes No N/A always on stage pts Execution: Beverage & Food Mark N/A if any of the following: Area is under complete renovation and not available for gue

39、st use Bar/lounge is leased and not operated by hotel Bar/lounge is a licensed concept Bar/lounge is operated by a third party The Ambassador must: At 15 feet (4.6 m), make eye contact and smile At 5 feet (1.5m), maintain eye contact Greet the guest with a warm greeting (e.g. Good Morning/Evening) B

40、e on stage Mark NO if any of the above criteria is not met BLNG601-g 23 The Ambassador anticipated the guest needs or 16 Bar/Lounge Service Yes No N/A delighted the guest pts Execution: Beverage & Food Mark N/A if any of the following: Area is under complete renovation and not available for guest us

41、e Bar/lounge is leased and not operated by hotel Bar/lounge is a licensed concept Bar/lounge is operated by a third party Ambassadors must minimally: Anticipate guests needs, example include: o Offer to take trash from guests hand Delight the guest, example include: o Provide complimentary dessert f

42、or birthday or anniversary Mark NO if the Ambassador does not anticipate or delight the guest BLNG602-x MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION The contents of this material are confidential and proprietary to Marriott International, Inc. and may not be reproduced, disclosed, distributed o

43、r used without the express permission of an authorized representative of Marriott. Any other use is expressly prohibited. 824 The Ambassador was knowledgeable about beverages 4 pts Bar/Lounge Service Execution: Yes No N/A Beverage & Food Mark N/A if any of the following: Area is under complete renov

44、ation and not available for guest use Bar/lounge is leased and not operated by hotel Bar/lounge is a licensed concept Bar/lounge is operated by a third party Ask the Ambassador about a beverage off the menu that has a local reference (e.g. classic cocktails, cocktails with a twist, craft beers) Amba

45、ssador must offer clarifying information for the selected item Mark NO if the Ambassador was not knowledgeable about selected item BLNG604-k 25 Service delivery was prompt and efficient 4 pts Bar/Lounge Service Execution: Yes No N/A Beverage & Food Mark N/A if any of the following: Area is under com

46、plete renovation and not available for guest use Bar/lounge is leased and not operated by hotel Bar/lounge is a licensed concept Bar/lounge is operated by a third party The guest was acknowledged within (1) minute of arrival and all beverages, except cocktails were served within (3) minutes of order

47、ing Mark NO if any of the above criteria is not met BLNG605 26 The Ambassador provoked the guest to discover something 16 pts Bar/Lounge Product Standards: Yes No N/A new Beverage & Food Mark N/A if any of the following: Area is under complete renovation and not available for guest use Bar/lounge is

48、 leased and not operated by hotel Bar/lounge is a licensed concept Bar/lounge is operated by a third party The Ambassador provoked discovery by initiating conversation during the bar/lounge experience and providing micro-local recommendations Examples include: Offering Local Navigator Guide with cor

49、responding explanation of insider tips Pointing out unique spots while providing directions to needed destinations Share interesting facts about hotel/location MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION The contents of this material are confidential and proprietary to Marriott International,

50、Inc. and may not be reproduced, disclosed, distributed or used without the express permission of an authorized representative of Marriott. Any other use is expressly prohibited. 9Mark NO if guest was not provoked to discover something new BLNG628-q 27 The Ambassador used the guest name during the in

51、teraction 2 pts Bar/Lounge Service Execution: Yes No N/A Beverage & Food Mark N/A if any of the following: Area is under complete renovation and not available for guest use Bar/lounge is leased and not operated by hotel Bar/lounge is a licensed concept Bar/lounge is operated by a third party Mark NO

52、 if the Ambassador did not use the guest name during the interaction BLNG606-n 28 The Ambassador R Image met standard 16 pts Bar/Lounge Service Execution: Yes No N/A Beverage & Food Mark N/A if any of the following: Area is under complete renovation and not available for guest use Bar/lounge is leas

53、ed and not operated by hotel Bar/lounge is a licensed concept Bar/lounge is operated by a third party The Ambassador must minimally demonstrate R Image: Style Attire is clean, well maintained, and appropriately fitted to body type (not too tight or baggy) Grooming (i.e., hair, makeup, fingernails, f

54、acial hair, etc.) appears well maintained Verbal Communication Speaks clearly and politely to guests using appropriate tone and volume Conveys confidence or enthusiasm when speaking Non-Verbal Communication Uses correct non-verbal behaviors (e.g. nods head, maintains eye contact) to communicate unde

55、rstanding Refrains from pointing, slouching, making thumbs up gestures, shrugging Lifestyle Focus Asks questions to understand guest needs and interests Mark NO if any of the above criteria is not met BLNG607-p MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION The contents of this material are confi

56、dential and proprietary to Marriott International, Inc. and may not be reproduced, disclosed, distributed or used without the express permission of an authorized representative of Marriott. Any other use is expressly prohibited. 10 29 The Ambassador offered further assistance and provided a 4 pts Ba

57、r/Lounge Service Yes No N/A warm/sincere closing, demonstrating appreciation Execution: Beverage & Food Mark N/A if any of the following: Area is under complete renovation and not available for guest use Bar/lounge is leased and not operated by hotel Bar/lounge is a licensed concept Bar/lounge is op

58、erated by a third party The Ambassador must: Offer further assistance (e.g. Is there anything else I can assist you with?) Offer a sincere closing Demonstrate appreciation (e.g. Thank you) Mark NO if any of the above criteria is not met BLNG608-c 30 The overall experience met guest expectations and

59、was free of 0 pts Bar/Lounge Service Yes No N/A negative detractors Execution: Beverage & Food Mark N/A if any of the following: Area is under complete renovation and not available for guest use Bar/lounge is leased and not operated by hotel Bar/lounge is a licensed concept Bar/lounge is operated by

60、 a third party Mark NO if there was any element that did not meet expectations: Facility (e.g. china/glass/silver, tray/table) Product (e.g. condiment presentation, food/beverage items) Service (e.g. greeting, engagement, closing) BLNG609-s 31 BarArts program meets standard 2 pts Bar/Lounge Product