Grand Millennium Service Standards v1.docx
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Grand Millennium Service Standards v1.docx
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GrandMillenniumServiceStandardsv1
ServiceStandards
Contents
1Introduction1-1
1.1PurposeofManual1-1
1.2HowtousethisManual1-1
2VisionStatementandCoreValues2-1
2.1MCILVision2-1
2.2MCILCoreValues2-1
3CommonServiceStandards3-1
3.1StaffTraining3-1
3.2GuidingPrinciplesforService3-1
3.3TelephoneTechniques3-2
3.3.1AnsweringCalls3-2
3.3.2PlacingCalleronHold3-2
3.3.3TransferringtheCall3-2
3.3.4CallerIdentification3-2
3.4PersonalGrooming3-3
3.5PublicAreaEtiquette3-3
3.6DisabilityAwareness3-4
3.7FamilyStandards3-4
3.8ConsiderationforFemaleGuests3-5
4FrontOffice4-1
4.1GuestArrival-HotelEntrance4-1
4.1.1General4-1
4.1.2Arrival4-1
4.2FrontDesk4-1
4.2.1OrganisationatFrontDesk4-1
4.2.2DealingWithGuests4-2
4.3Check-In4-2
4.3.1Check-InProcess4-2
4.3.2PointstoNote4-3
4.4CheckOut4-3
4.4.1CheckOutProcess4-3
4.4.2GuestDeparture-HotelEntrance4-4
4.5GroupCheck-InandCheck-Out4-4
4.6GuestResponseLine4-5
5Reservations5-1
5.1CallHandling5-1
6CommunicationCentre6-1
6.1CallHandling6-1
6.1.1AnsweringCalls6-1
6.1.2HandlingCalls6-1
6.1.3ImportantPointers6-1
6.2VoicemailServices6-2
6.2.1Operations6-2
6.2.2GuestMessages6-2
6.3Messages6-3
6.4Wake-UpCalls6-3
7Porterage&Concierge7-1
7.1Overview7-1
7.2Porters7-1
7.3Concierge7-1
7.3.1ServicesandInformation7-1
7.3.2TechnologyConcierge7-2
7.3.3GeneralOperatingGuidelines7-2
7.4Flags7-2
7.4.1Guidelines7-2
7.4.2Protocol7-2
8Housekeeping8-1
8.1Organisation8-1
8.2ProtocolforCleaningGuestroom8-1
8.3TurndownService8-1
8.4GuestroomCollateralandEquipment8-2
8.5LaundryServices8-2
8.6OtherServices8-2
8.7AmenitiesandEveningMaidService8-2
9ClubLounge9-1
9.1Overview9-1
9.2BreakfastService9-1
9.3DayTimeService9-2
9.4Cocktail9-2
9.5LateEvening9-2
9.6LoungeFacilities9-2
9.7MeetingRooms9-3
9.8Check-In/Check-Out9-3
9.9Suites9-4
9.10VIPService9-4
10Food&Beverage10-1
10.1Café/Brasserie10-1
10.1.1Organisation10-1
10.1.2ServiceDelivery10-1
10.1.3Menus–Presentation,ContentandService10-1
10.2Bar10-2
10.3BreakfastService10-2
10.3.1TableSetUp10-2
10.3.2Beverage10-3
10.3.3BuffetSelection10-4
10.4Restaurant10-5
10.4.1Organisation10-5
10.4.2ServiceDelivery10-6
10.4.3Menus,PresentationandService10-6
10.5ShowKitchens10-6
11BanquetService11-1
11.1Equipment11-1
11.2BanquetSet-Up11-1
11.3BoardroomMeetingSet-Up11-1
11.4ClassroomMeetingSet-Up11-1
11.5InternetAccessibility11-1
11.6CoffeeBreaks11-1
11.7AVEquipment11-2
11.8Host/Hostess11-2
12RoomService12-1
12.1General12-1
12.2StandardofService12-1
12.3MenuSpecifications12-1
12.4TakingOrders12-2
12.5Waiter12-2
12.6MiniBar12-3
12.7Amenities12-3
13Maintenance13-1
13.1General13-1
13.2PoolArea13-1
13.3GroundsandCarParks13-1
13.3.1Grounds13-1
13.3.2CarParks13-1
13.4GuestroomAdoptionProgramme(GAP)13-2
14ManagingCustomerFeedback14-1
14.1General14-1
14.2Standards14-1
14.3GuidelinesforRespondingtoGuestFeedback14-1
14.4SuggestedResponses14-2
14.4.1InterimResponse14-2
14.4.2FinalReplyWithoutNeedForInvestigation14-3
15BestCustomerServicePractice15-1
15.1CreateaPositivePerception15-1
15.1.1Communication15-1
15.1.2ListenActively15-1
15.1.3TakeOwnership15-1
15.1.4TaketheInitiative15-2
15.1.5PositiveOutlook15-2
15.2CustomerFocus15-2
15.2.1ValueEachCustomer15-3
15.2.2BeaTeamPlayer15-3
15.2.3BeaSourceofInformation15-3
15.2.4DevelopYourself15-3
15.2.5Adopta“CanDo”Attitude15-3
15.3SalesFocus15-3
15.3.1AchieveAdd-OnSales15-4
15.3.2Up-Sell15-5
15.3.3Cross-Sell15-5
15.3.4ClosetheSale15-5
15.3.5SalesTargets15-5
15.4SenseofUrgency15-5
15.4.1Resources15-6
15.4.2WorkSmart15-6
15.4.3Knowyourstandards15-7
15.4.4ComplaintsHandling15-7
15.4.5ManageYourTime15-7
15.5BeOrganised15-7
15.5.1BeSystematic15-7
15.5.2Administration15-7
15.5.3SolveProblems15-8
15.5.4CheckYourUnderstanding15-8
15.6QualityFocus15-8
15.6.1ImproveServicePerformance15-8
15.6.2LearnfromMistakes15-8
15.6.3SeekContinuousImprovement15-8
15.6.4BeaTopPerformer15-8
15.7Follow-Through15-9
15.7.1KeepYourPromises15-9
15.7.2MonitorProgress15-9
15.7.3RecordMessages15-9
15.7.4LastingImpression15-9
15.7.5CustomerFeedback15-10
1Introduction
1.1PurposeofManual
ThepurposeoftheQualityStandardsManualistoprovideguidancetooperationaldepartmentsonthequality-relatedaspectsoftheoperations.Theseitemshaveadirectimpactonthequalityofproductandservicedeliveredtotheguest.Thestandardsdefinedinthismanualaretheminimumstandards.
ThedeliveryofguestserviceinaccordancewiththesestandardswillensurethatguestsstayingatanyMillenniumandCopthornehotelwillreceiveaconsistentlevelofservice.Itisthereforeimportantthatstaffmembersunderstandandinternalizethestandardsthatarerelevanttotheirrespectiveareas.
1.2HowtousethisManual
Thismanualdoesnotaddressoperatingpolicies,whichareprovidedforintheP&PManual.
Thismanualisalivingdocumentandwillbeupdatedfromtimetotime.Forfeedbackorqueries,pleasedirectthemtoHumanResource&GlobalCustomerService.
2VisionStatementandCoreValues
2.1MCILVision
Tobethehotelgrouppreferredbyguests,employees,industrypartnersandinvestors.
2.2MCILCoreValues
WillToWin
∙Passionforachievement
∙Willtosucceedthroughagilityandspeed
CustomerandEmployeeFocus
∙Customers
oBeresponsivetocustomerneeds
oKnowyourcustomers
oValuereturningcustomersfortheirsupport
oRespondtoallcustomerfeedback
∙Employees
oTreatinternalcustomerswithrespect
oBetransparentindealingswithcolleagues
oLookafteryourteam
InnovationandCreativity
∙Viewchangepositively
∙Challengethestatusquo
∙Lookfornewwaystodothingsbetter
OpennessInCommunication
∙Ensureanopendoorpolicy
∙Commitmenttoopenandcandidcommunicationswithintheorganisation.
Teamwork
∙Derivesynergythroughtheindividualeffortsofteammembers
∙Enablepersonalgrowththroughgrouplearning
3CommonServiceStandards
3.1StaffTraining
Staffmembersmustbefamiliarwiththefollowingbeforetheyaredeployedinafrontlinejob:
∙Millennium&Copthorne'sphilosophy,visionandcorevalues;
∙Basiccompetencyinthejob.Thestaffmembermusthavebeentrainedandbeassessedtobeproficientbeforebeingallowedonthejob.Thisincludeson-the-jobtrainingstints;
∙SpecificstandardoperatingprocedureswithintheirownDepartment;
∙Workingknowledgeoftheroleofeachdepartmentwithinthehotelandallavailableguestservices;
∙KnowledgeofhotelswithintheM&CGroup–thoseinthevicinityaswellasoverseassotheyareabletocrosssell;
∙Knowledgeofspecialeventsandpromotionswithinthehotel;
∙Familiaritywithlocalamenitiesandattractions;
∙Familiaritywithemergencyprocedures
3.2GuidingPrinciplesforService
Thefollowingpracticesmustbeabidedbyatalltimes:
∙Friendlyandcourteouswelcomeandrecognition
∙Useofguesttitlesandnamesateverycontact
∙Engageinconversationwithcustomerstomakethemfeelatease
∙Promptandefficientresponse
∙Proactivetoguestneeds
∙Noguestshouldbediscriminatedagainstonanygrounds;sex,race,religion,sexualorientationordisability;
∙Guestsafetyandwelfaremustbeparamount–roomnumbersmustneverbeannouncedverballytotheguest
∙WhereappropriateemployeesshouldsolicitfromtheguestinformationregardingthequalityoftheirstayandreportthistotheirDutyManager
∙Anyguest/client/visitorenteringthehotelmustbegreeted,offeredassistanceandservices;thisisanidealopportunitytogeneraterevenue-e.g.foodandbeverage.
3.3TelephoneTechniques
3.3.1AnsweringCalls
Alltelephonestobeansweredwithinthreeringsandmustcomplywiththefollowingformat:
InternalCalls
ExternalCalls
Salutation
"GoodMorning/Afternoon/Evening"
"GoodMorning/Afternoon/Evening"
Identity
"Reception/RoomService/xxxRestaurant"
“Thankyouforcalling
Name
“
“
OfferofAssistance
“HowmayIassistyou?
”
“HowmayIassistyou?
”
EndofCall
“Thankyouforcalling.”
“Thankyouforcalling.”
3.3.2PlacingCalleronHold
Neverplaceacalleronholdwithoutobtainingtheirpermission.Ifthecalleragreestohold,thestaffmembermustreturntothemevery20seconds.
3.3.3TransferringtheCall
Whentransferringacall,thecallermustbeinformedwhohe/shewillbetransferredto.
3.3.4CallerIdentification
ThefollowingServiceDepartmentsmusthaveatelephonethatdisplaysthein-houseguest'sname.Staffmembersmustaddresstheguestbynamewhenreceivingcalls.Theappropriatetitlemustbeusede.g.Mr,Ms,Mrs,Dr,etc
∙FrontDesk
∙Reservations
∙Porterage
∙Housekeeping
∙RestaurantOutlets
∙RoomService
3.4PersonalGrooming
Allstaffmembersaretobedressedintheappropriateuniformandadheretothefollowinggroomingstandardswhenonduty:
∙Namebadge(Toincorporate“Trainee”statuswhennew)
∙Longservicepin,ifapplicable
∙CrossKeysbadge(whenamember)
∙Nootherbadges(exceptapproved)
∙Clean,neatandtidyhair
∙Facialhairtobewellgroomedandtidy
∙Makeupshouldlooknatural
∙Fingernailstrimmedandtidy
∙Avoidstrongperfumes,aftershavesanddeodorants
∙Cleanandpressedunifor
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