國際聯號酒店前廳客房營銷禮賓財務運營管理資料 RH BSA

1、RH-BSASELFAUDIT-2012-JUL-DEC-V1 July - December 2012 PLEASE NOTE: FOR ANY AUDITABLE 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

2、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. 1TABLE OF CONTENTS Check-In .3 Navigator .6 Bar/Lounge .9 In-R

3、oom Dining . 19 Club Lounge . 26 Restaurant . 33 Service General. 47 General Bedroom. 50 Bedroom #1. 51 Bathroom #1 . 65 Bedroom #2. 71 Bathroom #2 . 85 Bedroom #3. 91 Bathroom #3 . 105 Hotel General. 111 Lobby. 115 Business Center. 120 Public Restrooms . 122 Elevator. 127 Corridors . 129 Fitness Ce

4、nter . 132 P o o l . 1 3 7 Spa . 141 Spa - Locker Room . 148 Golf Shop. 151 Golf Locker Room . 157 Golf Cars. 160 Golf Comfort Station . 164 Golf Grounds . 167 Meeting . 169 Heart of House . 177 Food Safety . 183 Property Certification. 185 MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION The conte

5、nts 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. 2Check-In Q# 1Enter associate name(s) Ite

6、m 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 Arrival The Ambassador must: At 15 feet (4.6 m), make eye contact and smile At 5 feet (1.5m), maintain eye cont

7、act Greet the guest with a warm greeting (e.g. Good Morning/Evening) Be on stage Mark NO if the Ambassador did not: Follow the 15/5 rule (4.6 m/1.5 m) Make eye contact Smile Provide a warm verbal greeting Appear to be on stage CK601-g 3The Ambassador provided a warm and genuine welcome, 4 Check-In S

8、ervice 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 discreetly pts Arrival Ambassador must review

9、 rate discreetly if rate not listed on key packet Mark NO if the Ambassador: Did not review rate (if not listed on key packet) or review rate discreetly Did not confirm the method of payment Stated the room number out loud CK603 5The Ambassador anticipated the guest needs and delighted 16 Check-In S

10、ervice Execution: Yes No N/A the guest pts Arrival 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 o Offer of heating pad for painfu

11、l back 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. Any other use

12、is expressly prohibited. 3Q# Item Delight the guest, examples include: o Welcome snack o Room upgrade (room size or view) Pts Group Category: Area to Address Answer Mark NO if the Ambassador does not anticipate or delight the guest CK604-x 6The Ambassador provoked the guest to discover something 16

13、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 Navigator Card (formally known as In The Know Card) with corresponding explanatio

14、n 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 16 Check-In Service Execution: Yes No N/A of

15、ferings 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 CK607-k 8The Ambassador used the guest name duri

16、ng 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 Ambassador must minimally demonstrate R Image: St

17、yle 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 appropriate tone and volume Conveys confidence o

18、r enthusiasm when speaking Non-Verbal Communication 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 authoriz

19、ed representative of Marriott. Any other use is expressly prohibited. 4Q# Item Pts Group Category: Area to Address Answer Uses correct non-verbal behaviors (e.g., nods head, maintains eye contact) to communicate understanding Refrains from pointing, slouching, making thumbs up gestures, shrugging Li

20、festyle Focus 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, thanking the guest pts Arrival The Ambassador must:

21、Offer further assistance (e.g. Is there anything else I can assist you with?) Offer a sincere closing Thank the guest Mark NO if any of the above criteria is not met CK610-c 11 The guest felt a genuine sense of welcome 0 Check-In Service Execution: Yes No N/A pts Arrival The Ambassador was sincere d

22、uring 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/A of negative detractors pts Arrival Mark NO if there was any element that did

23、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) Wait time (in queue) in excess of 5 minutes CK612-s MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION The contents of this mat

24、erial 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 Enter associate name(s) Item Pts Group

25、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 smile At 5 feet (1.5m), maintain ey

26、e contact Greet the guest with a warm greeting (e.g. Good Morning, Evening) Be on stage Mark NO if the Ambassador did not: Follow the 15/5 rule (4.6 m/1.5 m) Make eye contact Smile Provide a warm verbal greeting Appear to be on stage NAV601-g 15 The Ambassador anticipated the guest needs and delight

27、ed 16 Navigator Service Execution: Yes No N/A the guest pts Guest 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 t

28、he guest Mark NO if the Ambassador does not anticipate or delight 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

29、Local restaurants Local events Local sightseeing Mark NO if the Ambassador is not knowledgeable about the above items NAV605-q MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION The contents of this material are confidential and proprietary to Marriott International, Inc. and may not be reproduced, d

30、isclosed, distributed or used without the express permission of an authorized representative of Marriott. Any other use is expressly prohibited. 617 The Ambassador used the guest name during the interaction when 4 pts Navigator Service Yes No N/A known Execution: Guest Services Mark N/A if the guest

31、s name is not known Mark NO if the Ambassador did not use the guest name during the interaction NAV606-n 18 The Ambassador R Image met standard 16 Navigator Service Yes No N/A pts Execution: Guest Services The Ambassador must minimally demonstrate R Image: Style Attire is clean, well maintained, and

32、 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 appropriate tone and volume Conveys confidence or enthusiasm when speaking Non-Verbal Com

33、munication 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 Asks questions to understand guest needs and interests Mark NO if any of the above criteria is no

34、t met NAV607-p 19 The Ambassador offered further assistance and provided a warm/sincere 4 pts Navigator Service Yes No N/A closing, thanking the guest Execution: Guest Services The Ambassador must: Offer further assistance (e.g. Is there anything else I can assist you with?) Offer a sincere closing

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

36、hina/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 MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION The contents of this material are confidential and propri

37、etary 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. 7NAV609-s MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION The contents of this material

38、 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. 8Bar/Lounge Category: Q# Item Pts Group Area t o Answer Addre

39、ss 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 guest

40、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) Be o

41、n stage Mark NO if the Ambassador did not: Follow the 15/5 rule (4.6 m/1.5 m) Make eye contact Smile Provide a warm verbal greeting Appear to be on stage BLNG601-g 23 The Ambassador anticipated the guest needs and 16 Bar/Lounge Service Yes No N/A delighted the guest pts Execution: Beverage & Food Ma

42、rk 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 Ambassadors must minimally: Anticipate guests needs, example include: o Offer to t

43、ake trash from guests hand Delight the guest, example include: 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

44、an authorized representative of Marriott. Any other use is expressly prohibited. 9Category: Q# Item Pts Group Area t o Answer Address oProvide complimentary dessert for birthday or anniversary Mark NO if any of the above criteria is not met BLNG602-x 24 The Ambassador was knowledgeable about beverag

45、es 16 Bar/Lounge Service Yes No N/A pts 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 a third party Ask the Ambas

46、sador about a beverage off the menu that has a local reference (e.g. classic cocktails, cocktails with a twist, craft beers) Ambassador 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

47、 and efficient 4 Bar/Lounge Service Yes No N/A pts 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 a third party Th

48、e guest was acknowledged within (1) minute of arrival and all beverages, except cocktails were served within (3) minutes of ordering Mark NO if any of the above criteria is not met BLNG605 26 The Ambassador used the guest name during the 4 Bar/Lounge Service Yes No N/A interaction pts Execution: Bev

49、erage & 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 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. 10 Category: Q# Item Pts Group Area t o Answer Address Bar/lounge is a licensed concept Bar/lounge is operated by a third

51、party Mark NO if the Ambassador did not use the guest name during the interaction BLNG606-n 27 The Ambassador R Image met standard 16 Bar/Lounge Service Yes No N/A pts Execution: Beverage & Food Mark N/A if any of the following: Area is under complete renovation and not available for guest use Bar/l

52、ounge is leased 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, f

53、ingernails, 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 Uses correct non-verbal behaviors (e.g. nods head, maintains eye contact) to com

54、municate 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 BLNG607-p 28 The Ambassador offered further assistance and 4 Bar/Lounge Service Yes No

55、 N/A provided a warm/sincere closing, thanking the guest pts 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 a thir

56、d party The Ambassador must: Offer further assistance (e.g. Is there anything else I can assist you with?) Offer a sincere closing MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION The contents of this material are confidential and proprietary to Marriott International, Inc. and may not be reproduce

57、d, disclosed, distributed or used without the express permission of an authorized representative of Marriott. Any other use is expressly prohibited. 11 Category: Q# Item Pts Group Area t o Answer Address Thank the guest Mark NO if any of the above criteria is not met BLNG608-c 29 The overall experie

58、nce met guest expectations and 0 Bar/Lounge Service Yes No N/A was free of negative detractors pts 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 co

59、ncept Bar/lounge is operated by 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 30 BarArts program meets sta

60、ndard 4 Bar/Lounge Product Yes No N/A pts Standards: 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 BarArts pro