華美達(dá)質(zhì)量管理及評估手段(中英文雙語)課件

WELCOMETO2QA2QA-TwoQuestionsApproach2QA-問客人的兩個(gè)問題歡迎加入2QA的討論WELCOMETO2QA-TwoQuestionsApRamadaQualityControl&EvaluationTools華美達(dá)質(zhì)量管理及評估手段Ex.C.E.E.D 2QA Ramada華美達(dá)Ex.C.E.E.D Objectivesof2QAObjective1:AmandatoryprogramatallRamadaInternationalHotels&Resorts.目標(biāo)1：所有華美達(dá)國際酒店的指定項(xiàng)目。Objective2:Theinformationyoucollectwhileapplying2QAwillnotonlyhelpyouinbetterservingyourguestsbutwillhelpRamadaInternationalindeterminingnecessarychangestoreacttomarketrequirements.目標(biāo)2：運(yùn)用2QA收集信息，不僅能幫您更好地服務(wù)客人，而且能幫助華美達(dá)國際在適應(yīng)市場需求而作出相應(yīng)變化方面做出正確的決策。Objectivesof2QAObjective1:Objectiveof2QAObjective3:Allhotelsfollowastandardizedmethodinordertoachieveauniformsetofresults.目標(biāo)3：為達(dá)到統(tǒng)一的目標(biāo)，使酒店遵循一個(gè)標(biāo)準(zhǔn)的方案。Objective4:itwillbepossibletocompileaccuratedeficiency/guestfeedbackreportsbothathotellevelandattheCorporateRegionaloffice.目標(biāo)4：不僅可以以酒店為單位，或者以集團(tuán)區(qū)域辦公室為單位，來準(zhǔn)確匯集酒店的不足及客人的反饋信息。Objectiveof2QAObjective3:A2QAQuestion1Duringyourstaywithus,whathaveyouobservedthatwecanimprove?當(dāng)您光臨我們酒店時(shí)，您發(fā)現(xiàn)有何改進(jìn)之處？Wearenotaskingwhetherornottheguestissatisfiedwithbutwhatcanbeimproved.我們并不是在問客人他是否感到滿意而是有何可改進(jìn)之處。2QAQuestion1當(dāng)您光臨我們酒店時(shí)，您發(fā)現(xiàn)有何Question2Duringyourstay,whichhotelemployee(ifany)hasprovidedyouwithaboveaverageservice?當(dāng)您光臨酒店時(shí)，您是否覺得有員工服務(wù)特別突出。Wewanttoobtainfeedbackonoutstandingperformanceofcertainemployeesforrecognition.我們想收集來自對員工優(yōu)質(zhì)服務(wù)認(rèn)可的客人反饋。Question2當(dāng)您光臨酒店時(shí)，您是否覺得有員工服務(wù)特別GuestFeedback客人的反饋On-propertyquestionnaire-GuestCommentsForm酒店內(nèi)的賓客意見卡Phonesurveys-CourtesycallbyGSO.電話調(diào)查Mail-inquestionnaires發(fā)信件問卷TVsurveys(in-housetelevision)電視調(diào)查（酒店內(nèi)部電視網(wǎng)絡(luò)）GuestFeedback客人的反饋On-propertyExperiencetellsusthatintheeventaguestchoosestofilloutaGuestCommentsForm,he/sheiseitherextremelysatisfied(andfeelsthatmanagementshouldknowaboutwhathasbeendoneright)orextremelydissatisfiedandthatmanagementneedstoknowwhathasgonewrong.經(jīng)驗(yàn)告訴我們?nèi)缈腿颂顚懸庖娍?，?她要么是非常滿意酒店的服務(wù)（感覺到酒店管理層需知到哪些地方做得好），要么是非常不滿意（酒店管理層需知到哪些地方做得不好）。ExperiencetellsusthatinthGuestFeedbackNumberofGuests客人人數(shù)VerySatisfied非常滿意VeryDissatisfied非常不滿意客人的反饋GuestFeedbackNumberofGuestItmustthereforebeourgoaltogetfeedbacknotonlyfromtheextremesofthedistributionbutfromthelargeamountofguestsinbetweenthetwoextremes.因此酒店的目標(biāo)是：不僅要得到感到非常滿意或非常不滿意的客人的反饋，同時(shí)還要得到位于兩者之間的大部分的客人的反饋。ItmustthereforebeourgoalGuestFeedbackEvaluation客人反饋評估ANeedAndOpportunityForImprovement一種需要及可改進(jìn)的機(jī)會SolicitingGuestFeedback2QA懇求得到客人2QA的反饋?！癕akingTheChange”改變2QACycle2QA循環(huán)GuestFeedbackANeedAndSoliPhase1:CollectingCustomerFeedback第1階段：收集顧客反饋Phase2:EvaluationofFeedbackreceived第2階段：評估收到的反饋Phase3:InstitutingChange第3階段：作出改進(jìn)

2QA的三步驟

2QAThreeDistinctPhasesPhase1:CollectingCustomerF2QADistinctFeatures

2QA最顯著的特征Itovercomesthetraditionalshortfallsofothersurveymodelsbyincreasingsamplesize 克服了傳統(tǒng)調(diào)查模式的不足，提高了賓客意見收集的數(shù)量。Itisobtainedviadirectcontactbetweenhotelstaffwithourguests.通過酒店員工與客人直接交談取得答案。Itprovidesanorganizedapproachtoallowyoutoreacttoyourhotel’sindividualclientbase 提供了一個(gè)組織有序的方式，使你能對酒店每一位客人的需求反饋。2QADistinctFeatures

2QA最顯著的Itputthehotel’slinelevelstaffatthecoreofthesolution,communicationandimplementation 使酒店前線部門的員工處于溝通、執(zhí)行及解決問題的核心。Itcreatesaassociaterecognitionprogramwhichcanbethebasisforemployeeofmonthnomination. 能認(rèn)可員工的努力付出，可作為每月優(yōu)秀員工提名的必備條件。2QAwillcoverthefollowingimportantareas

2個(gè)問題將發(fā)揮以下作用Itputthehotel’slinelevel2QAItwillalsohelpdirectyourattentionandfocustoimproveyournextEx.C.E.E.D.Evaluation.它也可以使你要關(guān)注的目標(biāo)更直接并使質(zhì)量評估更加完善。2QAItwillalsohelpdirectWhatisit?Whatmakesitwork?什么是2QA?什么令2QA推行?First&foremost100%HotelExecution首要的是酒店100%執(zhí)行2QAisRamadaOperatingProcedure

2QA是華美達(dá)的運(yùn)作程序2QAisaResourceforyourHotelaswellasfortheBrand

2QA是你的酒店及品牌的資源2QAisacoreEvaluationRequirementofEx.C.E.E.D.

2QA是質(zhì)量評估計(jì)劃的核心評估需求2QADataBaseImplementation

2QA數(shù)據(jù)單元的推行2QuestionsApproach:Whatisit?Whatmakesitwor2QAQuestion1Duringyourstaywithus,whathaveyouobservedthatwecanimprove?當(dāng)您光臨我們酒店時(shí)，您發(fā)現(xiàn)有何改進(jìn)之處？Wearenotaskingwhetherornottheguestissatisfiedwithbutwhatcanbeimproved.我們并不是在問客人他是否感到滿意而是有何可改進(jìn)之處。2QAQuestion1當(dāng)您光臨我們酒店時(shí)，您發(fā)現(xiàn)有何TheFeaturesof2QARemember:2QAwillresultonlyinnegativecommentstobeenteredandtobeevaluatedbytheQC記?。?QA只關(guān)注反面意見，并由質(zhì)量委員會對此意見進(jìn)行記錄并評估。Guestcommentsweredividedintotwogeneralsections:客人的意見通常分為兩部分：Service服務(wù) ConditionofAssets資產(chǎn)狀況TheFeaturesof2QARemember:2Q23%ofourguestsonaverageexperienceaproblemduringtheirstay.至少23%的客人在酒店居住期間會遭遇問題。23%ofourguestsonaverageeGuestswhohaveproblemsinotherareasofthehoteloftenlooktotheFrontofHousestaffforsolutions.客人在酒店其他地方碰到的問題，經(jīng)常會找前線的員工來幫助解決。Guestswhohaveproblemsinot2QA/Service-related

關(guān)于服務(wù)Department:

Issue:Reception FriendlinessHousekeeping SpeedRoomService EffectivenessBellService ValueReceivedHealthClub NotPresentRestaurant PoorBreakfast GeneralMaintenanceBanquetReservationsOverallExperienceF&BGeneralBarDetail:2QA/Service-related

關(guān)于服務(wù)Depar2QA/Asset-related

關(guān)于設(shè)備Department:

Issue:BuildingOutside BrokenLobby/PublicArea PoorAppearanceGuestroom NotworkingwellGuestBathroom TemperaturePublicRestrooms NoiseRestaurant NotpresentBreakfastRoom GeneralPool/HealthClub LandscapingMeetingRoomsParkingAreaSignatureOverall/OtherDetail:2QA/Asset-related

關(guān)于設(shè)備DepartmWhocontributestothisprogram,his/hernamemustbeenteredintothedatabase.凡對此項(xiàng)目做出貢獻(xiàn)的人，他/她的名字將被輸進(jìn)數(shù)據(jù)庫。Ifyouhaveaconditionthatdoesnotcorrespondtoanydepartmentlisted,usethe“General”departmentprovided.如果你的問題和以下所列的任何一個(gè)部門都不對應(yīng)，則使用滾動菜單里的“所有”部門。2QAWhocontributestothisprograWhatourGuestsaretellingusatRamadaPlazaTianLuHotelWuhan?在華美達(dá)天祿，客人告訴我們什么？WhatourGuestsaretellingusHotelTop10ServiceIssues酒店要優(yōu)先改進(jìn)的10項(xiàng)服務(wù)任務(wù)ThevarietiesofseafoodinYalanxuanChineseRestaurantaretoofewespeciallymussels.

雅蘭軒中餐廳的海鮮品種很少，尤其是扇貝。SuggesttogetthePhilippineBandbacktotheFrenchRestaurant.希望法國餐廳能有菲律賓樂隊(duì)回來表演。It'swrittenonthewelcomebookletthatthegiftshopwillopenat08:00am,butwhentheguestcamedownat08:00,it'sstillclosed.歡迎冊里面寫著禮品店上午8點(diǎn)開始營業(yè)，但是當(dāng)客人早上8點(diǎn)下來禮品店時(shí)，仍然關(guān)著門。ActionTaken采取的措施Alreadyinformedpurchasingdepartmenttoincreaseseafoodvariety.已告之采購部增加海鮮品種。AfterSARSperiod,welookingfortheband.Nowwearedoingthefinallydiscusssomeofthedetails.HopethatwecanhirethemonSeptember.“非典”過后我們一直在找尋樂隊(duì)。現(xiàn)在我們在做最后的細(xì)節(jié)討論，如無意外希望九月份就會有樂隊(duì)表演了。Wehavestickedupdatedoperationtimeofgiftshoponthewelcomebookletfortemporaryusing.我們已將最新的禮品店?duì)I業(yè)時(shí)間粘貼在歡迎冊上。ActionBy負(fù)責(zé)人KLT/LXFRCJMHotelTop10ServiceIssuesTheHotelTop10ServiceIssues酒店要優(yōu)先改進(jìn)的10項(xiàng)服務(wù)任務(wù)Thefruitssaladforbreakfastisnotfreshon22F.Thewatermelonforbreakfaston22Fisnotfresh.22樓早餐的水果沙拉不新鮮。22樓早餐中的西瓜不新鮮。ItwouldbeconvenientifweofferplasticfilesforgueststopacktheirdocumentsaftertheycopyorprinttheminBusinessCenter.給在商務(wù)中心復(fù)印或打印的客人提供塑料文件帶裝他們的文件，將使客人感覺更方便。Theguestsstayintwinroomshouldhavetwocomplementarybreakfast.

入住雙人間的客人需享受兩份免費(fèi)早餐。ActionTaken采取的措施We'llchangethefruitplatterby2timesduringthebreakfasttimesin22ndfloorsiffruitcan'tbekeepfresh.如在22樓發(fā)現(xiàn)水果不能保持新鮮，我們將在早餐時(shí)更換兩次水果盤。TheplasticfileshavebeenpurchasedandputinBusinessCenteruponguestrequests.我們已在商務(wù)中心存放了塑料文件帶以供客人使用。Shouldberegisteredtwopersonsintwinroomandpaiddoublebreakfastratefortwocomplimentarybreakfasts.凡入住雙人間的客人且支付含兩份早餐的房價(jià)均可享受兩份免費(fèi)早餐。ActionBy負(fù)責(zé)人RC/JZJMJM/RCHotelTop10ServiceIssuesTheHotelTop10ConditionofAssetsIssues酒店要優(yōu)先改進(jìn)的10項(xiàng)資產(chǎn)狀況任務(wù)CouldnotaccessInternet.

不能上網(wǎng)。Thequalityoftheroomkeyisverypoor,mostoftimeitcan'topenthedoor.客房的門匙質(zhì)量不好，老是打不開門。Thecarpetintheguestroomisnotclean.客房的地毯不干凈。ActionTaken采取的措施Themainproblemshouldbethesetupdifferencebetweenthehotelnetwork&customer'scomputer,ifanythinghappenedcancallEDPorsuggestthemreadthedirectioninguestroom.主要原因是很多客人自帶的筆記本電腦的設(shè)置與酒店網(wǎng)絡(luò)設(shè)置不同，建議客人上網(wǎng)前詳細(xì)閱讀使用說明，或遇到困難隨時(shí)通知電腦房以解決。ThetechnicianfromVingcardCompanywillarrangetheregularmaintenanceforvingcardsystem&doorlockbeforeAugust15,03.Vingcard公司將在8月15日前派維護(hù)人員來酒店對門卡系統(tǒng)和門鎖進(jìn)行一次例行維護(hù)。Weaskedourroomattendanttoshampoothecarpetimmediatelyiftheyfoundthecarpetwasverydirty.Also,EngineeringDepartmenthavereplacedthecarpetsofsomewornoutrooms.我們要求服務(wù)員在清理房間時(shí)，如發(fā)現(xiàn)地毯很臟，需及時(shí)清理。同時(shí)工程部已經(jīng)開始更換一些陳舊的房間地毯。ActionBy負(fù)責(zé)人WW/KLTC/KLTCHotelTop10ConditionofAsseHotelTop10ConditionofAssetsIssues酒店要優(yōu)先改進(jìn)的10項(xiàng)資產(chǎn)狀況任務(wù)ThesignalofCNBCandESPNarebad.CNBC和ESPN電視臺的信號不好。TheguestwantstousewirelessinternetsysteminClubLounge,butwedon'thavethespecialnetworklinefortheirusage.客人想在會所酒廊無線上網(wǎng)，可是我們沒有特殊的網(wǎng)線提供。

ActionTaken采取的措施CNBCwillbechangedthereceptioncardandreceivertoreceivethesignalofPhilippinesatellite.ESPNwillbeincreasedthedimensionofantennas.CNBC信號采用換卡換接收機(jī)改收菲律賓衛(wèi)星信號，ESPN增加天線尺寸。WLAN(WirelessLocalAreaNetwork)systemhasbeeninstalledinhotelLobby/ClubLounge/TianluHall/24F/25FFunctionRoomsetc,weareinprocessofthecontractdiscussionwithHubeiMobileCo.無線上網(wǎng)設(shè)備系統(tǒng)已經(jīng)在酒店大堂吧、會所酒廊、3樓、24/25樓會議室安裝完畢，我們正在與湖北移動公司就合同進(jìn)行溝通。ActionBy負(fù)責(zé)人HLWW/KLHotelTop10ConditionofAsse2QADataBaseImplementation

2QA數(shù)據(jù)單元的推行MonthlyReportingallowsSummaryConclusions.

SampleofBrandFindings:根據(jù)每月的報(bào)告可得出結(jié)論，例如：

WithregardstoServicereceived:客人對服務(wù)方面的意見：22%ofCustomerCommentsrelatetoRestaurantExperience

22%來自餐廳的服務(wù)15%ofCustomerCommentsrelatetoHousekeepingServices15%的意見來自管家部13%ofCustomerCommentsrelatetoServiceattheReception

13%

接待處的服務(wù)10%ofCustomerCommentsrelatetoOverallExperience

10%

是整體的服務(wù)2QuestionsApproach:2QADataBaseImplementation

22QADataBaseImplementation

2QA數(shù)據(jù)單元的推行2QuestionsApproach:MonthlyReportingallowsSummaryConclusions.SampleofBrandFindings:根據(jù)每月的報(bào)告可得出結(jié)論，例如：WithregardstoHotelCondition:有關(guān)酒店?duì)顩r34%ofCustomerCommentsrelatetoGuestRoomCondition34%

是客房的狀況20%ofCustomerCommentsrelatetoOverallHotelCondition20%

是酒店整體狀況15%ofCustomerCommentsrelatetoGuestBathroomCondition15%

是浴室狀況12%ofCustomerCommentsrelatetoLobbyandPublicAreaCondition12%

是酒店大堂及公眾地方狀況2QADataBaseImplementation

2Theentirehotelstaffneedstobeawareofthemonthlyprioritiesandthenewpoliciesputinplacetoaddressguestconcerns.酒店的全體員工需知道每月的目標(biāo)及新的政策，以此達(dá)到客人的期望。Successof2QA成功的2QATheentirehotelstaffneedstOurGoalistoobtainatleast5%ofourinhouseguestssurveyfeedbackeachmonth.我們的目標(biāo)：每月要獲得來自至少5%住店客人的反饋MonthlyreportingtoCorporateOfficeregarding2QAfeedbackbyGMon7thofeachmonth.每月7日總經(jīng)理向總部匯報(bào)2QA客人反饋OurGoalistoobtainatleast2QAisaToolforBrandandHotelSuccess2QA可有助于品牌及酒店取得成功2QAisaToolforBrandandHo華美達(dá)質(zhì)量管理及評估手段(中英文雙語)課件2QA-TheStaffQuestion

關(guān)于員工的問題“Duringyourstaywithus,whichhotel’semployee(ifany)hasprovidedyouwithaboveaverageservice?”當(dāng)閣下入住我們的酒店時(shí)，有哪位員工曾為您提供高于平均水平的服務(wù)？A)Whydoweaskthisquestion?為何提問此問題

TheCreationofadelighted/anappreciativecustomer

創(chuàng)造一個(gè)充滿驚喜及欣賞你服務(wù)態(tài)度的客人

100%guestreturnintent

令客人百份百回居

Creativeandwelcomingstaff

創(chuàng)造有新意念及熱情好客的員工2QA-TheStaffQuestion

關(guān)于員工2QA-TheStaffQuestion

關(guān)于員工的問題B)Whyaretheresofewmentions為何不是時(shí)常提到ApparentCauses表面原因:Tagstwosmall

(whydoweaskourstafftousebadges?)

名牌太小(為何員工需要佩戴名牌)Chinesenamestoodifficult

中文名太困難RootCauses

根本原因:Staffdonotunderstandtheconceptofadelighted/anappreciativecustomer

員工對“一個(gè)充滿驚喜及欣賞你服務(wù)態(tài)度的客人”的概念不明白Servicequality(servicefromthelips,servicefromtheheart)服務(wù)素質(zhì)(發(fā)自外表于內(nèi)心的服務(wù))Recognitionandawards

認(rèn)同于獎(jiǎng)勵(lì)2QA-TheStaffQuestion

關(guān)于員工C)IdeasandRecommendations

構(gòu)想及建議Training(TheimportanceofTQM,theRamadaServicePrinciple,etc) 培訓(xùn)(如TQM的重要性，華美達(dá)的服務(wù)準(zhǔn)則等)RecognitionandAwards

認(rèn)同與獎(jiǎng)項(xiàng)FormationofdepartmentalQualityImprovementTeams(QITs)togenerateserviceideas(the4Cs).

成立部門服務(wù)改善團(tuán)隊(duì)，以便收集意見2QA-TheStaffQuestion

關(guān)于員工的問題C)IdeasandRecommendations構(gòu)2QABestPractices-PointofContactPointofContact…在那種情形下，適合與客人接觸…h(huán)astobe“natural”

…在“自然”的情形下…mustnotbedisturbingtoGuest …以不騷擾客人為首要…mustprovideenoughtimefortheEncounter …必須提供足夠時(shí)間2QADataBaseImplementation

2QA數(shù)據(jù)單元的推行2QuestionsApproach:2QABestPractices-Pointof2QABestPractices-PointofContact

在那種情形下，適合與客人接觸DuringBreakfast.How&who?

于早餐時(shí)-如何及誰人IntheHallway.How&who?

于走廊-如可及誰人IntheLobby.How&who?

于大堂-如何及誰人IntheHotelShuttle.How&who?

于酒店穿梭車輛上-如何及誰人IntheBar.How&who?

于酒吧-如何及誰人2QADataBaseImplementation

2QA數(shù)據(jù)單元的推行2QuestionsApproach:2QABestPractices-PointofThankyou!Thankyou!WELCOMETO2QA2QA-TwoQuestionsApproach2QA-問客人的兩個(gè)問題歡迎加入2QA的討論WELCOMETO2QA-TwoQuestionsApRamadaQualityControl&EvaluationTools華美達(dá)質(zhì)量管理及評估手段Ex.C.E.E.D 2QA Ramada華美達(dá)Ex.C.E.E.D Objectivesof2QAObjective1:AmandatoryprogramatallRamadaInternationalHotels&Resorts.目標(biāo)1：所有華美達(dá)國際酒店的指定項(xiàng)目。Objective2:Theinformationyoucollectwhileapplying2QAwillnotonlyhelpyouinbetterservingyourguestsbutwillhelpRamadaInternationalindeterminingnecessarychangestoreacttomarketrequirements.目標(biāo)2：運(yùn)用2QA收集信息，不僅能幫您更好地服務(wù)客人，而且能幫助華美達(dá)國際在適應(yīng)市場需求而作出相應(yīng)變化方面做出正確的決策。Objectivesof2QAObjective1:Objectiveof2QAObjective3:Allhotelsfollowastandardizedmethodinordertoachieveauniformsetofresults.目標(biāo)3：為達(dá)到統(tǒng)一的目標(biāo)，使酒店遵循一個(gè)標(biāo)準(zhǔn)的方案。Objective4:itwillbepossibletocompileaccuratedeficiency/guestfeedbackreportsbothathotellevelandattheCorporateRegionaloffice.目標(biāo)4：不僅可以以酒店為單位，或者以集團(tuán)區(qū)域辦公室為單位，來準(zhǔn)確匯集酒店的不足及客人的反饋信息。Objectiveof2QAObjective3:A2QAQuestion1Duringyourstaywithus,whathaveyouobservedthatwecanimprove?當(dāng)您光臨我們酒店時(shí)，您發(fā)現(xiàn)有何改進(jìn)之處？Wearenotaskingwhetherornottheguestissatisfiedwithbutwhatcanbeimproved.我們并不是在問客人他是否感到滿意而是有何可改進(jìn)之處。2QAQuestion1當(dāng)您光臨我們酒店時(shí)，您發(fā)現(xiàn)有何Question2Duringyourstay,whichhotelemployee(ifany)hasprovidedyouwithaboveaverageservice?當(dāng)您光臨酒店時(shí)，您是否覺得有員工服務(wù)特別突出。Wewanttoobtainfeedbackonoutstandingperformanceofcertainemployeesforrecognition.我們想收集來自對員工優(yōu)質(zhì)服務(wù)認(rèn)可的客人反饋。Question2當(dāng)您光臨酒店時(shí)，您是否覺得有員工服務(wù)特別GuestFeedback客人的反饋On-propertyquestionnaire-GuestCommentsForm酒店內(nèi)的賓客意見卡Phonesurveys-CourtesycallbyGSO.電話調(diào)查Mail-inquestionnaires發(fā)信件問卷TVsurveys(in-housetelevision)電視調(diào)查（酒店內(nèi)部電視網(wǎng)絡(luò)）GuestFeedback客人的反饋On-propertyExperiencetellsusthatintheeventaguestchoosestofilloutaGuestCommentsForm,he/sheiseitherextremelysatisfied(andfeelsthatmanagementshouldknowaboutwhathasbeendoneright)orextremelydissatisfiedandthatmanagementneedstoknowwhathasgonewrong.經(jīng)驗(yàn)告訴我們?nèi)缈腿颂顚懸庖娍?，?她要么是非常滿意酒店的服務(wù)（感覺到酒店管理層需知到哪些地方做得好），要么是非常不滿意（酒店管理層需知到哪些地方做得不好）。ExperiencetellsusthatinthGuestFeedbackNumberofGuests客人人數(shù)VerySatisfied非常滿意VeryDissatisfied非常不滿意客人的反饋GuestFeedbackNumberofGuestItmustthereforebeourgoaltogetfeedbacknotonlyfromtheextremesofthedistributionbutfromthelargeamountofguestsinbetweenthetwoextremes.因此酒店的目標(biāo)是：不僅要得到感到非常滿意或非常不滿意的客人的反饋，同時(shí)還要得到位于兩者之間的大部分的客人的反饋。ItmustthereforebeourgoalGuestFeedbackEvaluation客人反饋評估ANeedAndOpportunityForImprovement一種需要及可改進(jìn)的機(jī)會SolicitingGuestFeedback2QA懇求得到客人2QA的反饋。“MakingTheChange”改變2QACycle2QA循環(huán)GuestFeedbackANeedAndSoliPhase1:CollectingCustomerFeedback第1階段：收集顧客反饋Phase2:EvaluationofFeedbackreceived第2階段：評估收到的反饋Phase3:InstitutingChange第3階段：作出改進(jìn)

2QA的三步驟

2QAThreeDistinctPhasesPhase1:CollectingCustomerF2QADistinctFeatures

2QA最顯著的特征Itovercomesthetraditionalshortfallsofothersurveymodelsbyincreasingsamplesize 克服了傳統(tǒng)調(diào)查模式的不足，提高了賓客意見收集的數(shù)量。Itisobtainedviadirectcontactbetweenhotelstaffwithourguests.通過酒店員工與客人直接交談取得答案。Itprovidesanorganizedapproachtoallowyoutoreacttoyourhotel’sindividualclientbase 提供了一個(gè)組織有序的方式，使你能對酒店每一位客人的需求反饋。2QADistinctFeatures

2QA最顯著的Itputthehotel’slinelevelstaffatthecoreofthesolution,communicationandimplementation 使酒店前線部門的員工處于溝通、執(zhí)行及解決問題的核心。Itcreatesaassociaterecognitionprogramwhichcanbethebasisforemployeeofmonthnomination. 能認(rèn)可員工的努力付出，可作為每月優(yōu)秀員工提名的必備條件。2QAwillcoverthefollowingimportantareas

2個(gè)問題將發(fā)揮以下作用Itputthehotel’slinelevel2QAItwillalsohelpdirectyourattentionandfocustoimproveyournextEx.C.E.E.D.Evaluation.它也可以使你要關(guān)注的目標(biāo)更直接并使質(zhì)量評估更加完善。2QAItwillalsohelpdirectWhatisit?Whatmakesitwork?什么是2QA?什么令2QA推行?First&foremost100%HotelExecution首要的是酒店100%執(zhí)行2QAisRamadaOperatingProcedure

2QA是華美達(dá)的運(yùn)作程序2QAisaResourceforyourHotelaswellasfortheBrand

2QA是你的酒店及品牌的資源2QAisacoreEvaluationRequirementofEx.C.E.E.D.

2QA是質(zhì)量評估計(jì)劃的核心評估需求2QADataBaseImplementation

2QA數(shù)據(jù)單元的推行2QuestionsApproach:Whatisit?Whatmakesitwor2QAQuestion1Duringyourstaywithus,whathaveyouobservedthatwecanimprove?當(dāng)您光臨我們酒店時(shí)，您發(fā)現(xiàn)有何改進(jìn)之處？Wearenotaskingwhetherornottheguestissatisfiedwithbutwhatcanbeimproved.我們并不是在問客人他是否感到滿意而是有何可改進(jìn)之處。2QAQuestion1當(dāng)您光臨我們酒店時(shí)，您發(fā)現(xiàn)有何TheFeaturesof2QARemember:2QAwillresultonlyinnegativecommentstobeenteredandtobeevaluatedbytheQC記?。?QA只關(guān)注反面意見，并由質(zhì)量委員會對此意見進(jìn)行記錄并評估。Guestcommentsweredividedintotwogeneralsections:客人的意見通常分為兩部分：Service服務(wù) ConditionofAssets資產(chǎn)狀況TheFeaturesof2QARemember:2Q23%ofourguestsonaverageexperienceaproblemduringtheirstay.至少23%的客人在酒店居住期間會遭遇問題。23%ofourguestsonaverageeGuestswhohaveproblemsinotherareasofthehoteloftenlooktotheFrontofHousestaffforsolutions.客人在酒店其他地方碰到的問題，經(jīng)常會找前線的員工來幫助解決。Guestswhohaveproblemsinot2QA/Service-related

關(guān)于服務(wù)Department:

Issue:Reception FriendlinessHousekeeping SpeedRoomService EffectivenessBellService ValueReceivedHealthClub NotPresentRestaurant PoorBreakfast GeneralMaintenanceBanquetReservationsOverallExperienceF&BGeneralBarDetail:2QA/Service-related

關(guān)于服務(wù)Depar2QA/Asset-related

關(guān)于設(shè)備Department:

Issue:BuildingOutside BrokenLobby/PublicArea PoorAppearanceGuestroom NotworkingwellGuestBathroom TemperaturePublicRestrooms NoiseRestaurant NotpresentBreakfastRoom GeneralPool/HealthClub LandscapingMeetingRoomsParkingAreaSignatureOverall/OtherDetail:2QA/Asset-related

關(guān)于設(shè)備DepartmWhocontributestothisprogram,his/hernamemustbeenteredintothedatabase.凡對此項(xiàng)目做出貢獻(xiàn)的人，他/她的名字將被輸進(jìn)數(shù)據(jù)庫。Ifyouhaveaconditionthatdoesnotcorrespondtoanydepartmentlisted,usethe“General”departmentprovided.如果你的問題和以下所列的任何一個(gè)部門都不對應(yīng)，則使用滾動菜單里的“所有”部門。2QAWhocontributestothisprograWhatourGuestsaretellingusatRamadaPlazaTianLuHotelWuhan?在華美達(dá)天祿，客人告訴我們什么？WhatourGuestsaretellingusHotelTop10ServiceIssues酒店要優(yōu)先改進(jìn)的10項(xiàng)服務(wù)任務(wù)ThevarietiesofseafoodinYalanxuanChineseRestaurantaretoofewespeciallymussels.

雅蘭軒中餐廳的海鮮品種很少，尤其是扇貝。SuggesttogetthePhilippineBandbacktotheFrenchRestaurant.希望法國餐廳能有菲律賓樂隊(duì)回來表演。It'swrittenonthewelcomebookletthatthegiftshopwillopenat08:00am,butwhentheguestcamedownat08:00,it'sstillclosed.歡迎冊里面寫著禮品店上午8點(diǎn)開始營業(yè)，但是當(dāng)客人早上8點(diǎn)下來禮品店時(shí)，仍然關(guān)著門。ActionTaken采取的措施Alreadyinformedpurchasingdepartmenttoincreaseseafoodvariety.已告之采購部增加海鮮品種。AfterSARSperiod,welookingfortheband.Nowwearedoingthefinallydiscusssomeofthedetails.HopethatwecanhirethemonSeptember.“非典”過后我們一直在找尋樂隊(duì)?，F(xiàn)在我們在做最后的細(xì)節(jié)討論，如無意外希望九月份就會有樂隊(duì)表演了。Wehavestickedupdatedoperationtimeofgiftshoponthewelcomebookletfortemporaryusing.我們已將最新的禮品店?duì)I業(yè)時(shí)間粘貼在歡迎冊上。ActionBy負(fù)責(zé)人KLT/LXFRCJMHotelTop10ServiceIssuesTheHotelTop10ServiceIssues酒店要優(yōu)先改進(jìn)的10項(xiàng)服務(wù)任務(wù)Thefruitssaladforbreakfastisnotfreshon22F.Thewatermelonforbreakfaston22Fisnotfresh.22樓早餐的水果沙拉不新鮮。22樓早餐中的西瓜不新鮮。ItwouldbeconvenientifweofferplasticfilesforgueststopacktheirdocumentsaftertheycopyorprinttheminBusinessCenter.給在商務(wù)中心復(fù)印或打印的客人提供塑料文件帶裝他們的文件，將使客人感覺更方便。Theguestsstayintwinroomshouldhavetwocomplementarybreakfast.

入住雙人間的客人需享受兩份免費(fèi)早餐。ActionTaken采取的措施We'llchangethefruitplatterby2timesduringthebreakfasttimesin22ndfloorsiffruitcan'tbekeepfresh.如在22樓發(fā)現(xiàn)水果不能保持新鮮，我們將在早餐時(shí)更換兩次水果盤。TheplasticfileshavebeenpurchasedandputinBusinessCenteruponguestrequests.我們已在商務(wù)中心存放了塑料文件帶以供客人使用。Shouldberegisteredtwopersonsintwinroomandpaiddoublebreakfastratefortwocomplimentarybreakfasts.凡入住雙人間的客人且支付含兩份早餐的房價(jià)均可享受兩份免費(fèi)早餐。ActionBy負(fù)責(zé)人RC/JZJMJM/RCHotelTop10ServiceIssuesTheHotelTop10ConditionofAssetsIssues酒店要優(yōu)先改進(jìn)的10項(xiàng)資產(chǎn)狀況任務(wù)CouldnotaccessInternet.

不能上網(wǎng)。Thequalityoftheroomkeyisverypoor,mostoftimeitcan'topenthedoor.客房的門匙質(zhì)量不好，老是打不開門。Thecarpetintheguestroomisnotclean.客房的地毯不干凈。ActionTaken采取的措施Themainproblemshouldbethesetupdifferencebetweenthehotelnetwork&customer'scomputer,ifanythinghappenedcancallEDPorsuggestthemreadthedirectioninguestroom.主要原因是很多客人自帶的筆記本電腦的設(shè)置與酒店網(wǎng)絡(luò)設(shè)置不同，建議客人上網(wǎng)前詳細(xì)閱讀使用說明，或遇到困難隨時(shí)通知電腦房以解決。ThetechnicianfromVingcardCompanywillarrangetheregularmaintenanceforvingcardsystem&doorlockbeforeAugust15,03.Vingcard公司將在8月15日前派維護(hù)人員來酒店對門卡系統(tǒng)和門鎖進(jìn)行一次例行維護(hù)。Weaskedourroomattendanttoshampoothecarpetimmediatelyiftheyfoundthecarpetwasverydirty.Also,EngineeringDepartmenthavereplacedthecarpetsofsomewornoutrooms.我們要求服務(wù)員在清理房間時(shí)，如發(fā)現(xiàn)地毯很臟，需及時(shí)清理。同時(shí)工程部已經(jīng)開始更換一些陳舊的房間地毯。ActionBy負(fù)責(zé)人WW/KLTC/KLTCHotelTop10ConditionofAsseHotelTop10ConditionofAssetsIssues酒店要優(yōu)先改進(jìn)的10項(xiàng)資產(chǎn)狀況任務(wù)ThesignalofCNBCandESPNarebad.CNBC和ESPN電視臺的信號不好。TheguestwantstousewirelessinternetsysteminClubLounge,butwedon'thavethespecialnetworklinefortheirusage.客人想在會所酒廊無線上網(wǎng)，可是我們沒有特殊的網(wǎng)線提供。

ActionTaken采取的措施CNBCwillbechangedthereceptioncardandreceivertoreceivethesignalofPhilippinesatellite.ESPNwillbeincreasedthedimensionofantennas.CNBC信號采用換卡換接收機(jī)改收菲律賓衛(wèi)星信號，ESPN增加天線尺寸。WLAN(WirelessLocalAreaNetwork)systemhasbeeninstalledinhotelLobby/ClubLounge/TianluHall/24F/25FFunctionRoomsetc,weareinprocessofthecontractdiscussionwithHubeiMobileCo.無線上網(wǎng)設(shè)備系統(tǒng)已經(jīng)在酒店大堂吧、會所酒廊、3樓、24/25樓會議室安裝完畢，我們正在與湖北移動公司就合同進(jìn)行溝通。ActionBy負(fù)責(zé)人HLWW/KLHotelTop10ConditionofAsse2QADataBaseImplementation

2QA數(shù)據(jù)單元的推行MonthlyReportingallowsSummaryConclusions.

SampleofBrandFindings:根據(jù)每月的報(bào)告可得出結(jié)論，例如：

WithregardstoServicereceived:客人對服務(wù)方面的意見：22%ofCustomerCommentsrelatetoRestaurantExperience

22%來自餐廳的服務(wù)15%ofCustomerCommentsrelatetoHousekeepingServices15%的意見來自管家部13%ofCustomerCommentsrelatetoServiceattheReception

13%

接待處的服務(wù)10%ofCustomerCommentsrelatetoOverallExperience

10%

是整體的服務(wù)2QuestionsApproach:2QADataBaseImplementation

22QADataBaseImplementation

2QA數(shù)據(jù)單元的推行2QuestionsApproach:MonthlyReportingallowsSummaryConclusions.SampleofBrandFindings:根據(jù)每月的報(bào)告可得出結(jié)論，例如：WithregardstoHotelCondition:有關(guān)酒店?duì)顩r34%ofCustomerCommentsrelatetoGuestRoomCondition34%

是客房的狀況20%ofCustomerCommentsrelatetoOverallHotelCondition20%

是酒店整體狀況15%ofCustomerCommentsrelatetoGuestBathroomCondition15%

是浴室狀況12%ofCustomerCommentsrelatetoLobbyandPubl