洲际酒店-关注质量课件

QualityFocus关注质量Objectives目标Bytheendofthissessionyouwillbeableto:本章结束后，您将能够：Explainwhatqualityis 什么是质量Listthe3methodsusedtomeasurequalitywithintheInterContinentalHotelsGroup 列出洲际酒店集团使用的3种质量衡量方式Explainwhythesesystemsareinplace

解释实施这些系统的重要性QualityMeasures

质量衡量方式ES–EmployeeSurvey员工调查GSTS–GuestSatisfactionTrackingSystem客人满意跟踪系统QES–QualityEvaluationSystem

质量评估系统OurPurpose我们的目标Tocreatetheworld’sleadingplaces,tomeet,relax,anddream.打造全球领先、会晤、休闲和寻梦的首选之处OurVision我们的远景Transformthebusinesstobethemostpreferred,admired,andsuccessfulhotelcompanytheworldover.将我公司发展成为全球最受青睐、最受推崇和最为成功的管理公司Purpose&Vision目标和远景EmployeeSurvey

员工调查ESProcessES的程序SurveyQuestions问卷ESKeyDriverReportInsertcurrentKeyDriverReportandexplainactionstakentoaddressissues.GuestSatisfactionTrackingSystem

客人满意跟踪系统GuestSatisfactionTrackingSystem

客人满意跟踪系统GSTSProcess

GSTS的程序Questionnairesaredistributedeacheveningtoarandomsamplingofguestsscheduledtocheckoutthenextday

每晚随机给第二天预离的客人分发问卷Averagedistributionis535questionnairespermonthtoreceive80completedquestionnaires.Assumes15%responserate

平均每月分发535份问卷，回收80份完整问卷。假定为15%的回答率。Itisveryimportanttoadheretothesetguidelinesfordistribution&collectionofsurveys

重要的是设立问卷分发和回收的目标Ifthesystemtracksanydeviationresultinginmonthlyresultsbeingannulled/cancelled.Thisnegativelyimpactsthehotel’sscores

如果系统跟踪背离事实，月度结果将被作废或取消，这会影响酒店的分数Monthlyreportsarereceivedviainternetwebsite

每月报告可从网站上获取GSTSHotelGoals

酒店GSTS目标EnterinformationonyourcurrentGSTSHotelGoalshereTheBrandStandardscover:品牌标准包括：HotelDepartmentStandards–Service

酒店部门---服务