华美达质量管理及评估手段(中英文双语)课件

WELCOMETO2QA2QA-TwoQuestionsApproach2QA-问客人的两个问题欢迎加入2QA的讨论WELCOMETO2QA-TwoQuestionsApRamadaQualityControl&EvaluationTools华美达质量管理及评估手段Ex.C.E.E.D 2QA Ramada华美达Ex.C.E.E.D Objectivesof2QAObjective1:AmandatoryprogramatallRamadaInternationalHotels&Resorts.目标1：所有华美达国际酒店的指定项目。Objective2:Theinformationyoucollectwhileapplying2QAwillnotonlyhelpyouinbetterservingyourguestsbutwillhelpRamadaInternationalindeterminingnecessarychangestoreacttomarketrequirements.目标2：运用2QA收集信息，不仅能帮您更好地服务客人，而且能帮助华美达国际在适应市场需求而作出相应变化方面做出正确的决策。Objectivesof2QAObjective1:Objectiveof2QAObjective3:Allhotelsfollowastandardizedmethodinordertoachieveauniformsetofresults.目标3：为达到统一的目标，使酒店遵循一个标准的方案。Objective4:itwillbepossibletocompileaccuratedeficiency/guestfeedbackreportsbothathotellevelandattheCorporateRegionaloffice.目标4：不仅可以以酒店为单位，或者以集团区域办公室为单位，来准确汇集酒店的不足及客人的反馈信息。Objectiveof2QAObjective3:A2QAQuestion1Duringyourstaywithus,whathaveyouobservedthatwecanimprove?当您光临我们酒店时，您发现有何改进之处？Wearenotaskingwhetherornottheguestissatisfiedwithbutwhatcanbeimproved.我们并不是在问客人他是否感到满意而是有何可改进之处。2QAQuestion1当您光临我们酒店时，您发现有何Question2Duringyourstay,whichhotelemployee(ifany)hasprovidedyouwithaboveaverageservice?当您光临酒店时，您是否觉得有员工服务特别突出。Wewanttoobtainfeedbackonoutstandingperformanceofcertainemployeesforrecognition.我们想收集来自对员工优质服务认可的客人反馈。Question2当您光临酒店时，您是否觉得有员工服务特别GuestFeedback客人的反馈On-propertyquestionnaire-GuestCommentsForm酒店内的宾客意见卡Phonesurveys-CourtesycallbyGSO.电话调查Mail-inquestionnaires发信件问卷TVsurveys(in-housetelevision)电视调查（酒店内部电视网络）GuestFeedback客人的反馈On-propertyExperiencetellsusthatintheeventaguestchoosestofilloutaGuestCommentsForm,he/sheiseitherextremelysatisfied(andfeelsthatmanagementshouldknowaboutwhathasbeendoneright)orextremelydissatisfiedandthatmanagementneedstoknowwhathasgonewrong.经验告诉我们如客人填写意见卡，他/她要么是非常满意酒店的服务（感觉到酒店管理层需知到哪些地方做得好），要么是非常不满意（酒店管理层需知到哪些地方做得不好）。ExperiencetellsusthatinthGuestFeedbackNumberofGuests客人人数VerySatisfied非常满意VeryDissatisfied非常不满意客人的反馈GuestFeedbackNumberofGuestItmustthereforebeourgoaltogetfeedbacknotonlyfromtheextremesofthedistributionbutfromthelargeamountofguestsinbetweenthetwoextremes.因此酒店的目标是：不仅要得到感到非常满意或非常不满意的客人的反馈，同时还要得到位于两者之间的大部分的客人的反馈。ItmustthereforebeourgoalGuestFeedbackEvaluation客人反馈评估ANeedAndOpportunityForImprovement一种需要及可改进的机会SolicitingGuestFeedback2QA恳求得到客人2QA的反馈。“MakingTheChange”改变2QACycle2QA循环GuestFeedbackANeedAndSoliPhase1:CollectingCustomerFeedback第1阶段：收集顾客反馈Phase2:EvaluationofFeedbackreceived第2阶段：评估收到的反馈Phase3:InstitutingChange第3阶段：作出改进

2QA的三步骤

2QAThreeDistinctPhasesPhase1:CollectingCustomerF2QADistinctFeatures

2QA最显著的特征Itovercomesthetraditionalshortfallsofothersurveymodelsbyincreasingsamplesize 克服了传统调查模式的不足，提高了宾客意见收集的数量。Itisobtainedviadirectcontactbetweenhotelstaffwithourguests.通过酒店员工与客人直接交谈取得答案。Itprovidesanorganizedapproachtoallowyoutoreacttoyourhotel’sindividualclientbase 提供了一个组织有序的方式，使你能对酒店每一位客人的需求反馈。2QADistinctFeatures

2QA最显著的Itputthehotel’slinelevelstaffatthecoreofthesolution,communicationandimplementation 使酒店前线部门的员工处于沟通、执行及解决问题的核心。Itcreatesaassociaterecognitionprogramwhichcanbethebasisforemployeeofmonthnomination. 能认可员工的努力付出，可作为每月优秀员工提名的必备条件。2QAwillcoverthefollowingimportantareas

2个问题将发挥以下作用Itputthehotel’slinelevel2QAItwillalsohelpdirectyourattentionandfocustoimproveyournextEx.C.E.E.D.Evaluation.它也可以使你要关注的目标更直接并使质量评估更加完善。2QAItwillalsohelpdirectWhatisit?Whatmakesitwork?什么是2QA?什么令2QA推行?First&foremost100%HotelExecution首要的是酒店100%執行2QAisRamadaOperatingProcedure

2QA是华美达的运作程序2QAisaResourceforyourHotelaswellasfortheBrand

2QA是你的酒店及品牌的资源2QAisacoreEvaluationRequirementofEx.C.E.E.D.

2QA是质量评估计划的核心评估需求2QADataBaseImplementation

2QA数据单元的推行2QuestionsApproach:Whatisit?Whatmakesitwor2QAQuestion1Duringyourstaywithus,whathaveyouobservedthatwecanimprove?当您光临我们酒店时，您发现有何改进之处？Wearenotaskingwhetherornottheguestissatisfiedwithbutwhatcanbeimproved.我们并不是在问客人他是否感到满意而是有何可改进之处。2QAQuestion1当您光临我们酒店时，您发现有何TheFeaturesof2QARemember:2QAwillresultonlyinnegativecommentstobeenteredandtobeevaluatedbytheQC记住：2QA只关注反面意见，并由质量委员会对此意见进行记录并评估。Guestcommentsweredividedintotwogeneralsections:客人的意见通常分为两部分：Service服务 ConditionofAssets资产状况TheFeaturesof2QARemember:2Q23%ofourguestsonaverageexperienceaproblemduringtheirstay.至少23%的客人在酒店居住期间会遭遇问题。23%ofourguestsonaverageeGuestswhohaveproblemsinotherareasofthehoteloftenlooktotheFrontofHousestaffforsolutions.客人在酒店其他地方碰到的问题，经常会找前线的员工来帮助解决。Guestswhohaveproblemsinot2QA/Service-related

关于服务Department:

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

关于服务Depar2QA/Asset-related

关于设备Department:

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

关于设备DepartmWhocontributestothisprogram,his/hernamemustbeenteredintothedatabase.凡对此项目做出贡献的人，他/她的名字将被输进数据库。Ifyouhaveaconditionthatdoesnotcorrespondtoanydepartmentlisted,usethe“General”departmentprovided.如果你的问题和以下所列的任何一个部门都不对应，则使用滚动菜单里的“所有”部门。2QAWhocontributestothisprograWhatourGuestsaretellingusatRamadaPlazaTianLuHotelWuhan?在华美达天禄，客人告诉我们什么？WhatourGuestsaretellingusHotelTop10ServiceIssues酒店要优先改进的10项服务任务ThevarietiesofseafoodinYalanxuanChineseRestaurantaretoofewespeciallymussels.

雅兰轩中餐厅的海鲜品种很少，尤其是扇贝。SuggesttogetthePhilippineBandbacktotheFrenchRestaurant.希望法国餐厅能有菲律宾乐队回来表演。It'swrittenonthewelcomebookletthatthegiftshopwillopenat08:00am,butwhentheguestcamedownat08:00,it'sstillclosed.欢迎册里面写着礼品店上午8点开始营业，但是当客人早上8点下来礼品店时，仍然关着门。ActionTaken采取的措施Alreadyinformedpurchasingdepartmenttoincreaseseafoodvariety.已告之采购部增加海鲜品种。AfterSARSperiod,welookingfortheband.Nowwearedoingthefinallydiscusssomeofthedetails.HopethatwecanhirethemonSeptember.“非典”过后我们一直在找寻乐队。现在我们在做最后的细节讨论，如无意外希望九月份就会有乐队表演了。Wehavestickedupdatedoperationtimeofgiftshoponthewelcomebookletfortemporaryusing.我们已将最新的礼品店营业时间粘贴在欢迎册上。ActionBy负责人KLT/LXFRCJMHotelTop10ServiceIssuesTheHotelTop10ServiceIssues酒店要优先改进的10项服务任务Thefruitssaladforbreakfastisnotfreshon22F.Thewatermelonforbreakfaston22Fisnotfresh.22楼早餐的水果沙拉不新鲜。22楼早餐中的西瓜不新鲜。ItwouldbeconvenientifweofferplasticfilesforgueststopacktheirdocumentsaftertheycopyorprinttheminBusinessCenter.给在商务中心复印或打印的客人提供塑料文件带装他们的文件，将使客人感觉更方便。Theguestsstayintwinroomshouldhavetwocomplementarybreakfast.

入住双人间的客人需享受两份免费早餐。ActionTaken采取的措施We'llchangethefruitplatterby2timesduringthebreakfasttimesin22ndfloorsiffruitcan'tbekeepfresh.如在22楼发现水果不能保持新鲜，我们将在早餐时更换两次水果盘。TheplasticfileshavebeenpurchasedandputinBusinessCenteruponguestrequests.我们已在商务中心存放了塑料文件带以供客人使用。Shouldberegisteredtwopersonsintwinroomandpaiddoublebreakfastratefortwocomplimentarybreakfasts.凡入住双人间的客人且支付含两份早餐的房价均可享受两份免费早餐。ActionBy负责人RC/JZJMJM/RCHotelTop10ServiceIssuesTheHotelTop10ConditionofAssetsIssues酒店要优先改进的10项资产状况任务CouldnotaccessInternet.

不能上网。Thequalityoftheroomkeyisverypoor,mostoftimeitcan'topenthedoor.客房的门匙质量不好，老是打不开门。Thecarpetintheguestroomisnotclean.客房的地毯不干净。ActionTaken采取的措施Themainproblemshouldbethesetupdifferencebetweenthehotelnetwork&customer'scomputer,ifanythinghappenedcancallEDPorsuggestthemreadthedirectioninguestroom.主要原因是很多客人自带的笔记本电脑的设置与酒店网络设置不同，建议客人上网前详细阅读使用说明，或遇到困难随时通知电脑房以解决。ThetechnicianfromVingcardCompanywillarrangetheregularmaintenanceforvingcardsystem&doorlockbeforeAugust15,03.Vingcard公司将在8月15日前派维护人员来酒店对门卡系统和门锁进行一次例行维护。Weaskedourroomattendanttoshampoothecarpetimmediatelyiftheyfoundthecarpetwasverydirty.Also,EngineeringDepartmenthavereplacedthecarpetsofsomewornoutrooms.我们要求服务员在清理房间时，如发现地毯很脏，需及时清理。同时工程部已经开始更换一些陈旧的房间地毯。ActionBy负责人WW/KLTC/KLTCHotelTop10ConditionofAsseHotelTop10ConditionofAssetsIssues酒店要优先改进的10项资产状况任务ThesignalofCNBCandESPNarebad.CNBC和ESPN电视台的信号不好。TheguestwantstousewirelessinternetsysteminClubLounge,butwedon'thavethespecialnetworklinefortheirusage.客人想在会所酒廊无线上网，可是我们没有特殊的网线提供。

ActionTaken采取的措施CNBCwillbechangedthereceptioncardandreceivertoreceivethesignalofPhilippinesatellite.ESPNwillbeincreasedthedimensionofantennas.CNBC信号采用换卡换接收机改收菲律宾卫星信号，ESPN增加天线尺寸。WLAN(WirelessLocalAreaNetwork)systemhasbeeninstalledinhotelLobby/ClubLounge/TianluHall/24F/25FFunctionRoomsetc,weareinprocessofthecontractdiscussionwithHubeiMobileCo.无线上网设备系统已经在酒店大堂吧、会所酒廊、3楼、24/25楼会议室安装完毕，我们正在与湖北移动公司就合同进行沟通。ActionBy负责人HLWW/KLHotelTop10ConditionofAsse2QADataBaseImplementation

2QA数据单元的推行MonthlyReportingallowsSummaryConclusions.

SampleofBrandFindings:根据每月的报告可得出结论，例如：

WithregardstoServicereceived:客人对服务方面的意见：22%ofCustomerCommentsrelatetoRestaurantExperience

22%来自餐厅的服务15%ofCustomerCommentsrelatetoHousekeepingServices15%的意见来自管家部13%ofCustomerCommentsrelatetoServiceattheReception

13%

接待处的服务10%ofCustomerCommentsrelatetoOverallExperience

10%

是整体的服务2QuestionsApproach:2QADataBaseImplementation

22QADataBaseImplementation

2QA数据单元的推行2QuestionsApproach:MonthlyReportingallowsSummaryConclusions.SampleofBrandFindings:根据每月的报告可得出结论，例如：WithregardstoHotelCondition:有关酒店状况34%ofCustomerCommentsrelatetoGuestRoomCondition34%

是客房的状况20%ofCustomerCommentsrelatetoOverallHotelCondition20%

是酒店整体状况15%ofCustomerCommentsrelatetoGuestBathroomCondition15%

是浴室状况12%ofCustomerCommentsrelatetoLobbyandPublicAreaCondition12%

是酒店大堂及公众地方状况2QADataBaseImplementation

2Theentirehotelstaffneedstobeawareofthemonthlyprioritiesandthenewpoliciesputinplacetoaddressguestconcerns.酒店的全体员工需知道每月的目标及新的政策，以此达到客人的期望。Successof2QA成功的2QATheentirehotelstaffneedstOurGoalistoobtainatleast5%ofourinhouseguestssurveyfeedbackeachmonth.我们的目标：每月要获得来自至少5%住店客人的反馈MonthlyreportingtoCorporateOfficeregarding2QAfeedbackbyGMon7thofeachmonth.每月7日总经理向总部汇报2QA客人反馈OurGoalistoobtainatleast2QAisaToolforBrandandHotelSuccess2QA可有助于品牌及酒店取得成功2QAisaToolforBrandandHo华美达质量管理及评估手段(中英文双语)课件2QA-TheStaffQuestion

关于员工的问题“Duringyourstaywithus,whichhotel’semployee(ifany)hasprovidedyouwithaboveaverageservice?”当阁下入住我们的酒店时，有哪位员工曾为您提供高于平均水平的服务？A)Whydoweaskthisquestion?为何提问此问题

TheCreationofadelighted/anappreciativecustomer

创造一个充满惊喜及欣赏你服务态度的客人

100%guestreturnintent

令客人百份百回居

Creativeandwelcomingstaff

创造有新意念及热情好客的员工2QA-TheStaffQuestion

关于员工2QA-TheStaffQuestion

关于员工的问题B)Whyaretheresofewmentions为何不是时常提到ApparentCauses表面原因:Tagstwosmall

(whydoweaskourstafftousebadges?)

名牌太小(为何员工需要佩戴名牌)Chinesenamestoodifficult

中文名太困难RootCauses

根本原因:Staffdonotunderstandtheconceptofadelighted/anappreciativecustomer

员工对“一个充满惊喜及欣赏你服务态度的客人”的概念不明白Servicequality(servicefromthelips,servicefromtheheart)服务素质(发自外表于内心的服务)Recognitionandawards

认同于奖励2QA-TheStaffQuestion

关于员工C)IdeasandRecommendations

构想及建议Training(TheimportanceofTQM,theRamadaServicePrinciple,etc) 培训(如TQM的重要性，华美达的服务准则等)RecognitionandAwards

认同与奖项FormationofdepartmentalQualityImprovementTeams(QITs)togenerateserviceideas(the4Cs).

成立部门服务改善团队，以便收集意见2QA-TheStaffQuestion

关于员工的问题C)IdeasandRecommendations构2QABestPractices-PointofContactPointofContact…在那种情形下，适合与客人接触…hastobe“natural”

…在“自然”的情形下…mustnotbedisturbingtoGuest …以不骚扰客人为首要…mustprovideenoughtimefortheEncounter …必须提供足够时间2QADataBaseImplementation

2QA数据单元的推行2QuestionsApproach:2QABestPractices-Pointof2QABestPractices-PointofContact

在那种情形下，适合与客人接触DuringBreakfast.How&who?

于早餐時-如何及谁人IntheHallway.How&who?

于走廊-如可及谁人IntheLobby.How&who?

于大堂-如何及谁人IntheHotelShuttle.How&who?

于酒店穿梭车辆上-如何及谁人IntheBar.How&who?

于酒吧-如何及谁人2QADataBaseImplementation

2QA数据单元的推行2QuestionsApproach:2QABestPractices-PointofThankyou!Thankyou!WELCOMETO2QA2QA-TwoQuestionsApproach2QA-问客人的两个问题欢迎加入2QA的讨论WELCOMETO2QA-TwoQuestionsApRamadaQualityControl&EvaluationTools华美达质量管理及评估手段Ex.C.E.E.D 2QA Ramada华美达Ex.C.E.E.D Objectivesof2QAObjective1:AmandatoryprogramatallRamadaInternationalHotels&Resorts.目标1：所有华美达国际酒店的指定项目。Objective2:Theinformationyoucollectwhileapplying2QAwillnotonlyhelpyouinbetterservingyourguestsbutwillhelpRamadaInternationalindeterminingnecessarychangestoreacttomarketrequirements.目标2：运用2QA收集信息，不仅能帮您更好地服务客人，而且能帮助华美达国际在适应市场需求而作出相应变化方面做出正确的决策。Objectivesof2QAObjective1:Objectiveof2QAObjective3:Allhotelsfollowastandardizedmethodinordertoachieveauniformsetofresults.目标3：为达到统一的目标，使酒店遵循一个标准的方案。Objective4:itwillbepossibletocompileaccuratedeficiency/guestfeedbackreportsbothathotellevelandattheCorporateRegionaloffice.目标4：不仅可以以酒店为单位，或者以集团区域办公室为单位，来准确汇集酒店的不足及客人的反馈信息。Objectiveof2QAObjective3:A2QAQuestion1Duringyourstaywithus,whathaveyouobservedthatwecanimprove?当您光临我们酒店时，您发现有何改进之处？Wearenotaskingwhetherornottheguestissatisfiedwithbutwhatcanbeimproved.我们并不是在问客人他是否感到满意而是有何可改进之处。2QAQuestion1当您光临我们酒店时，您发现有何Question2Duringyourstay,whichhotelemployee(ifany)hasprovidedyouwithaboveaverageservice?当您光临酒店时，您是否觉得有员工服务特别突出。Wewanttoobtainfeedbackonoutstandingperformanceofcertainemployeesforrecognition.我们想收集来自对员工优质服务认可的客人反馈。Question2当您光临酒店时，您是否觉得有员工服务特别GuestFeedback客人的反馈On-propertyquestionnaire-GuestCommentsForm酒店内的宾客意见卡Phonesurveys-CourtesycallbyGSO.电话调查Mail-inquestionnaires发信件问卷TVsurveys(in-housetelevision)电视调查（酒店内部电视网络）GuestFeedback客人的反馈On-propertyExperiencetellsusthatintheeventaguestchoosestofilloutaGuestCommentsForm,he/sheiseitherextremelysatisfied(andfeelsthatmanagementshouldknowaboutwhathasbeendoneright)orextremelydissatisfiedandthatmanagementneedstoknowwhathasgonewrong.经验告诉我们如客人填写意见卡，他/她要么是非常满意酒店的服务（感觉到酒店管理层需知到哪些地方做得好），要么是非常不满意（酒店管理层需知到哪些地方做得不好）。ExperiencetellsusthatinthGuestFeedbackNumberofGuests客人人数VerySatisfied非常满意VeryDissatisfied非常不满意客人的反馈GuestFeedbackNumberofGuestItmustthereforebeourgoaltogetfeedbacknotonlyfromtheextremesofthedistributionbutfromthelargeamountofguestsinbetweenthetwoextremes.因此酒店的目标是：不仅要得到感到非常满意或非常不满意的客人的反馈，同时还要得到位于两者之间的大部分的客人的反馈。ItmustthereforebeourgoalGuestFeedbackEvaluation客人反馈评估ANeedAndOpportunityForImprovement一种需要及可改进的机会SolicitingGuestFeedback2QA恳求得到客人2QA的反馈。“MakingTheChange”改变2QACycle2QA循环GuestFeedbackANeedAndSoliPhase1:CollectingCustomerFeedback第1阶段：收集顾客反馈Phase2:EvaluationofFeedbackreceived第2阶段：评估收到的反馈Phase3:InstitutingChange第3阶段：作出改进

2QA的三步骤

2QAThreeDistinctPhasesPhase1:CollectingCustomerF2QADistinctFeatures

2QA最显著的特征Itovercomesthetraditionalshortfallsofothersurveymodelsbyincreasingsamplesize 克服了传统调查模式的不足，提高了宾客意见收集的数量。Itisobtainedviadirectcontactbetweenhotelstaffwithourguests.通过酒店员工与客人直接交谈取得答案。Itprovidesanorganizedapproachtoallowyoutoreacttoyourhotel’sindividualclientbase 提供了一个组织有序的方式，使你能对酒店每一位客人的需求反馈。2QADistinctFeatures

2QA最显著的Itputthehotel’slinelevelstaffatthecoreofthesolution,communicationandimplementation 使酒店前线部门的员工处于沟通、执行及解决问题的核心。Itcreatesaassociaterecognitionprogramwhichcanbethebasisforemployeeofmonthnomination. 能认可员工的努力付出，可作为每月优秀员工提名的必备条件。2QAwillcoverthefollowingimportantareas

2个问题将发挥以下作用Itputthehotel’slinelevel2QAItwillalsohelpdirectyourattentionandfocustoimproveyournextEx.C.E.E.D.Evaluation.它也可以使你要关注的目标更直接并使质量评估更加完善。2QAItwillalsohelpdirectWhatisit?Whatmakesitwork?什么是2QA?什么令2QA推行?First&foremost100%HotelExecution首要的是酒店100%執行2QAisRamadaOperatingProcedure

2QA是华美达的运作程序2QAisaResourceforyourHotelaswellasfortheBrand

2QA是你的酒店及品牌的资源2QAisacoreEvaluationRequirementofEx.C.E.E.D.

2QA是质量评估计划的核心评估需求2QADataBaseImplementation

2QA数据单元的推行2QuestionsApproach:Whatisit?Whatmakesitwor2QAQuestion1Duringyourstaywithus,whathaveyouobservedthatwecanimprove?当您光临我们酒店时，您发现有何改进之处？Wearenotaskingwhetherornottheguestissatisfiedwithbutwhatcanbeimproved.我们并不是在问客人他是否感到满意而是有何可改进之处。2QAQuestion1当您光临我们酒店时，您发现有何TheFeaturesof2QARemember:2QAwillresultonlyinnegativecommentstobeenteredandtobeevaluatedbytheQC记住：2QA只关注反面意见，并由质量委员会对此意见进行记录并评估。Guestcommentsweredividedintotwogeneralsections:客人的意见通常分为两部分：Service服务 ConditionofAssets资产状况TheFeaturesof2QARemember:2Q23%ofourguestsonaverageexperienceaproblemduringtheirstay.至少23%的客人在酒店居住期间会遭遇问题。23%ofourguestsonaverageeGuestswhohaveproblemsinotherareasofthehoteloftenlooktotheFrontofHousestaffforsolutions.客人在酒店其他地方碰到的问题，经常会找前线的员工来帮助解决。Guestswhohaveproblemsinot2QA/Service-related

关于服务Department:

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

关于服务Depar2QA/Asset-related

关于设备Department:

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

关于设备DepartmWhocontributestothisprogram,his/hernamemustbeenteredintothedatabase.凡对此项目做出贡献的人，他/她的名字将被输进数据库。Ifyouhaveaconditionthatdoesnotcorrespondtoanydepartmentlisted,usethe“General”departmentprovided.如果你的问题和以下所列的任何一个部门都不对应，则使用滚动菜单里的“所有”部门。2QAWhocontributestothisprograWhatourGuestsaretellingusatRamadaPlazaTianLuHotelWuhan?在华美达天禄，客人告诉我们什么？WhatourGuestsaretellingusHotelTop10ServiceIssues酒店要优先改进的10项服务任务ThevarietiesofseafoodinYalanxuanChineseRestaurantaretoofewespeciallymussels.

雅兰轩中餐厅的海鲜品种很少，尤其是扇贝。SuggesttogetthePhilippineBandbacktotheFrenchRestaurant.希望法国餐厅能有菲律宾乐队回来表演。It'swrittenonthewelcomebookletthatthegiftshopwillopenat08:00am,butwhentheguestcamedownat08:00,it'sstillclosed.欢迎册里面写着礼品店上午8点开始营业，但是当客人早上8点下来礼品店时，仍然关着门。ActionTaken采取的措施Alreadyinformedpurchasingdepartmenttoincreaseseafoodvariety.已告之采购部增加海鲜品种。AfterSARSperiod,welookingfortheband.Nowwearedoingthefinallydiscusssomeofthedetails.HopethatwecanhirethemonSeptember.“非典”过后我们一直在找寻乐队。现在我们在做最后的细节讨论，如无意外希望九月份就会有乐队表演了。Wehavestickedupdatedoperationtimeofgiftshoponthewelcomebookletfortemporaryusing.我们已将最新的礼品店营业时间粘贴在欢迎册上。ActionBy负责人KLT/LXFRCJMHotelTop10ServiceIssuesTheHotelTop10ServiceIssues酒店要优先改进的10项服务任务Thefruitssaladforbreakfastisnotfreshon22F.Thewatermelonforbreakfaston22Fisnotfresh.22楼早餐的水果沙拉不新鲜。22楼早餐中的西瓜不新鲜。ItwouldbeconvenientifweofferplasticfilesforgueststopacktheirdocumentsaftertheycopyorprinttheminBusinessCenter.给在商务中心复印或打印的客人提供塑料文件带装他们的文件，将使客人感觉更方便。Theguestsstayintwinroomshouldhavetwocomplementarybreakfast.

入住双人间的客人需享受两份免费早餐。ActionTaken采取的措施We'llchangethefruitplatterby2timesduringthebreakfasttimesin22ndfloorsiffruitcan'tbekeepfresh.如在22楼发现水果不能保持新鲜，我们将在早餐时更换两次水果盘。TheplasticfileshavebeenpurchasedandputinBusinessCenteruponguestrequests.我们已在商务中心存放了塑料文件带以供客人使用。Shouldberegisteredtwopersonsintwinroomandpaiddoublebreakfastratefortwocomplimentarybreakfasts.凡入住双人间的客人且支付含两份早餐的房价均可享受两份免费早餐。ActionBy负责人RC/JZJMJM/RCHotelTop10ServiceIssuesTheHotelTop10ConditionofAssetsIssues酒店要优先改进的10项资产状况任务CouldnotaccessInternet.

不能上网。Thequalityoftheroomkeyisverypoor,mostoftimeitcan'topenthedoor.客房的门匙质量不好，老是打不开门。Thecarpetintheguestroomisnotclean.客房的地毯不干净。ActionTaken采取的措施Themainproblemshouldbethesetupdifferencebetweenthehotelnetwork&customer'scomputer,ifanythinghappenedcancallEDPorsuggestthemreadthedirectioninguestroom.主要原因是很多客人自带的笔记本电脑的设置与酒店网络设置不同，建议客人上网前详细阅读使用说明，或遇到困难随时通知电脑房以解决。ThetechnicianfromVingcardCompanywillarrangetheregularmaintenanceforvingcardsystem&doorlockbeforeAugust15,03.Vingcard公司将在8月15日前派维护人员来酒店对门卡系统和门锁进行一次例行维护。Weaskedourroomattendanttoshampoothecarpetimmediatelyiftheyfoundthecarpetwasverydirty.Also,EngineeringDepartmenthavereplacedthecarpetsofsomewornoutrooms.我们要求服务员在清理房间时，如发现地毯很脏，需及时清理。同时工程部已经开始更换一些陈旧的房间地毯。ActionBy负责人WW/KLTC/KLTCHotelTop10ConditionofAsseHotelTop10ConditionofAssetsIssues酒店要优先改进的10项资产状况任务ThesignalofCNBCandESPNarebad.CNBC和ESPN电视台的信号不好。TheguestwantstousewirelessinternetsysteminClubLounge,butwedon'thavethespecialnetworklinefortheirusage.客人想在会所酒廊无线上网，可是我们没有特殊的网线提供。

ActionTaken采取的措施CNBCwillbechangedthereceptioncardandreceivertoreceivethesignalofPhilippinesatellite.ESPNwillbeincreasedthedimensionofantennas.CNBC信号采用换卡换接收机改收菲律宾卫星信号，ESPN增加天线尺寸。WLAN(WirelessLocalAreaNetwork)systemhasbeeninstalledinhotelLobby/ClubLounge/TianluHall/24F/25FFunctionRoomsetc,weareinprocessofthecontractdiscussionwithHubeiMobileCo.无线上网设备系统已经在酒店大堂吧、会所酒廊、3楼、24/25楼会议室安装完毕，我们正在与湖北移动公司就合同进行沟通。ActionBy负责人HLWW/KLHotelTop10ConditionofAsse2QADataBaseImplementation

2QA数据单元的推行MonthlyReportingallowsSummaryConclusions.

SampleofBrandFindings:根据每月的报告可得出结论，例如：

WithregardstoServicereceived:客人对服务方面的意见：22%ofCustomerCommentsrelatetoRestaurantExperience

22%来自餐厅的服务15%ofCustomerCommentsrelatetoHousekeepingServices15%的意见来自管家部13%ofCustomerCommentsrelatetoServiceattheReception

13%

接待处的服务10%ofCustomerCommentsrelatetoOverallExperience

10%

是整体的服务2QuestionsApproach:2QADataBaseImplementation

22QADataBaseImplementation

2QA数据单元的推行2QuestionsApproach:MonthlyReportingallowsSummaryConclusions.SampleofBrandFindings:根据每月的报告可得出结论，例如：WithregardstoHotelCondition:有关酒店状况34%ofCustomerCommentsrelatetoGuestRoomCondition34%

是客房的状况20%ofCustomerCommentsrelatetoOverallHotelCondition20%

是酒店整体状况15%ofCustomerCommentsrelatetoGuestBathroomCondition15%

是浴室状况12%ofCustomerCommentsrelatetoLobbyandPubl