洲际酒店-关注质量PPT课件.ppt

Quality Focus关注质量Objectives目标By the end of this session you will be able to:本章结束后，您将能够：Explain what quality is 什么是质量List the 3 methods used to measure quality within the InterContinental Hotels Group列出洲际酒店集团使用的3种质量衡量方式Explain why these systems are in place 解释实施这些系统的重要性Quality Measures质量衡量方式ES Employee Survey员工调查GSTS Guest Satisfaction Tracking System客人满意跟踪系统QES Quality Evaluation System质量评估系统Our Purpose我们的目标To create the worlds leading places,to meet,relax,and dream.打造全球领先、会晤、休闲和寻梦的首选之处Our Vision我们的远景Transform the business to be the most preferred,admired,and successful hotel company the world over.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The survey is taken online 网上进行问卷调查All employee will be surveyed once a year 所有员工一年被挑选一次进行问卷调查The survey is available in 33 languages 33种语言供选择The survey is conducted by Taylor Nelson Sofres(TNS),our research partners 我们的合作伙伴-TNS公司 Employees identity and responses are held in strictest confidence by TNS员工的身份和回答由TNS保密Employee Survey员工调查ES ProcessES的程序If you are selected by TNS to participate in a survey:如果您被TNS公司挑选进行问卷调查：You will receive a personalised invitation letter from TNS inviting you to take the survey a few days before the survey site is open 问卷调查前几天您将收到TNS寄送的邀请信The letter will contain computer log in details,your unique username and password,which may only be used by you 邀请信包括上网信息-用户名和密码，仅供您个人使用The Invitation letter indicates the time scale during which you need to complete the survey usually within 2 weeks 邀请信指出完成问卷调查的期限-通常是两周内You can access the ESPS website from any computer,at home or at the hotel 您可以通过任何电脑进入ES网站，在家或在酒店Survey Questions问卷The survey contains questions on:问卷包括的问题：-Commitment 忠诚度-Supervision 督导-Communications 沟通-Performance Management 绩效管理-Training and Development 培训和发展-Workplace 工作场所There are 5 demographic questions 5个统计学问题Mixture of different rating scales 1-10,1-5,yes/no 评分标准，1-10分、1-5分、是或否ES Key Driver ReportInsert current Key Driver Report and explain actions taken to address issues.Guest Satisfaction Tracking System客人满意跟踪系统Guest Satisfaction Tracking System客人满意跟踪系统Operates on a monthly basis每月实施一次7 areas of guest satisfaction and 5 questions on guest information客人满意度的7个方面和有关客人信息的5个问题GSTS is operated by Taylor Nelson Sofres-TNS GSTS由我们的合作伙伴-TNS公司进行数据分析和统计Questions are available in 28 languages28种语言供选择The questionnaires are brand specific问卷按品牌标准设置GSTS ProcessGSTS的程序Questionnaires are distributed each evening to a random sampling of guests scheduled to check out the next day每晚随机给第二天预离的客人分发问卷Average distribution is 535 questionnaires per month to receive 80 completed questionnaires.Assumes 15%response rate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。It is very important to adhere to the set guidelines for distribution&collection of surveys重要的是设立问卷分发和回收的目标If the system tracks any deviation resulting in monthly results being annulled/cancelled.This negatively impacts the hotels scores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Monthly reports are received via internet website每月报告可从网站上获取GSTS Hotel Goals酒店GSTS目标Enter information on your current GSTS Hotel Goals hereThe Brand Standards cover:品牌标准包括：Hotel Department Standards Service酒店部门-服务Foundation Standards 基础标准Fire&Life Safety 消防安全标准Brand Standards品牌标准Quality Evaluation System质量评估系统The Quality Evaluation System monitors a Hotels compliance with 质量评估系统按照以下方面监督酒店：Brand Standards 品牌标准Service Standards(additional for InterContinental Hotels)服务标准Fire,Life Safety Standards 消防安全标准Clealiness and Conditions Standards 清洁和状态标准Hotels have the opportunity to complete 4 non-compulsory self audits per year.酒店一年有四次非强制性自检机会Hotels must complete a compulsory full annual self audit.酒店必须完成一次强制性年检This is done online and where hotels are non-compliant,a Management Action Plan must be done,which identifies specific deadlines for improvement在线完成评估，未合格的酒店需填写“管理行动计划”并附有具体的期限日期