华美达质量管理及评估手段(中英文双语)

WELCOME TO,2 Q A,2QA-Two Questions Approach,2QA-,问客人的两个问题,欢送参加2QA的讨论,Ramada,Quality Control&Evaluation Tools,华美达,质量管理及评估手段,Ex.C.E.E.D,2QA,Objectives of 2QA,Objective 1:A mandatory program at all Ramada International Hotels&Resorts.,目标1：所有华美达国际酒店的指定工程。,Objective 2:The information you collect while applying 2QA will not only help you in better serving your guests but will help Ramada International in determining necessary changes to react to market requirements.,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。,Objective of 2QA,Objective 3:All hotels follow a standardized method in order to achieve a uniform set of results.,目标3：为到达统一的目标，使酒店遵循一个标准的方案。,Objective 4:it will be possible to compile accurate deficiency/guest feedback reports both at hotel level and at the Corporate Regional office.,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，来准确聚集酒店的缺乏及客人的反响信息。,2 Q A,Question 1,During your stay with us,what have you observed,that we can improve?,当您光临我们酒店时，您发现有何改进之处？,We are not asking whether or not the guest is satisfied with,but what can be improved.,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。,Question 2,During your stay,which hotel employee(if any)has provided you with above average service?,当您光临酒店时，您是否觉得有员工服务特别突出。,We want to obtain feedback on outstanding performance of certain employees for recognition.,我们想收集来自对员工优质服务认可的客人反响。,Guest Feedback,客人的反响,On-property questionnaire-Guest Comments Form 酒店内的宾客意见卡,Phone surveys-Courtesy call by GSO.调查,Mail-in questionnaires 发信件问卷,TV surveys(in-house television)电视调查（酒店内部电视网络）,Experience tells us that in the event a guest chooses to fill out a Guest Comments Form,he/she is either extremely satisfied(and feels that management should know about what has been done right)or extremely dissatisfied and that management needs to know what has gone wrong.,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）。,Guest Feedback,Number of Guests,客人人数,Very Satisfied,非常满意,Very Dissatisfied,非常不满意,客人的反响,It must therefore be our goal to get feedback not only from the extremes of the distribution but from the large amount of guests in between the two extremes.,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响，同时还要得到位于两者之间的大局部的客人的反响,。,Guest Feedback,Evaluation,客人反响评估,A Need And,Opportunity,For Improvement,一种需要及可,改进的时机,Soliciting Guest,Feedback 2QA,恳求得到客人2QA,的反响。,“Making,The Change”,改变,2QA Cycle,2QA,循环,Phase 1:Collecting Customer Feedback,第1阶段：收集顾客反响,Phase 2:Evaluation of Feedback received,第2阶段：评估收到的反响,Phase 3:Instituting Change,第3阶段：作出改进,2QA 的三步骤2QA Three Distinct Phases,2QA Distinct Features 2QA,最显著的特征,It overcomes the traditional shortfalls of other survey models by increasing sample size,克服了传统调查模式的缺乏，提高了宾客意见收集的数量。,It is obtained via direct contact between hotel staff with our guests.,通过酒店员工与客人直接交谈取得答案。,It provides an organized approach to allow you to react to your hotels individual client base,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响。,It put the hotels line level staff at the core of the solution,communication and implementation,使酒店前线部门的员工处于沟通、执行及解决问题的核心。,It creates a associate recognition program which can be the basis for employee of month nomination.,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。,2QA will cover the following important areas 2个问题将发挥以下作用,2 Q A,It will also help direct your attention and focus to improve your next Ex.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。,What,is it?,What,makes it work?,什么,是,2,QA?,什么,令,2QA,推行,?,First&foremost,100%,Hotel Execution,首要的是酒店,100%,執行,2,QA is Ramada Operating Procedure,2QA,是,华美达的运作,程序,2,QA is a Resource for,your Hotel,as well as for,the Brand,2QA,是,你的酒店及品牌,的,资源,2,QA is a core Evaluation Requirement of Ex.C.E.E.D.,2QA,是质量评估方案,的核心,评估,需求,2QA Data Base Implementation,2Q,A,数据单元,的推行,2,Questions Approach:,2 Q A,Question 1,During your stay with us,what have you observed,that we can improve?,当您光临我们酒店时，您发现有何改进之处？,We are not asking whether or not the guest is satisfied with,but what can be improved.,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。,The Features of 2QA,Remember:2QA will result only in negative comments to be entered and to be evaluated by the QC记住：2QA 只关注反面意见，并由质量 会对此意见进行记录并评估。,Guest comments were divided into two general sections:客人的意见通常分为两局部：,Service服务,Condition of Assets,资产状况,23%of our guests on average experience a problem during their stay.,至少23%的客人在酒店居住期间会遭遇问题。,Guests who have problems in other areas of the hotel often look to the Front of House staff for solutions.,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。,2QA/Service-related,关于服务,Department:,Issue:,ReceptionFriendliness,HousekeepingSpeed,Room ServiceEffectiveness,Bell ServiceValue Received,Health ClubNot Present,RestaurantPoor,BreakfastGeneral,Maintenance,Banquet,Reservations,Overall Experience,F&B General,Bar,Detail:,2QA/Asset-related关于设备,Department:,Issue:,Building OutsideBroken,Lobby/Public AreaPoor Appearance,GuestroomNot working well,Guest BathroomTemperature,Public RestroomsNoise,RestaurantNot present,Breakfast RoomGeneral,Pool/Health Club,Landscaping,Meeting Rooms,Parking Area,Signature,Overall/Other,Detail:,Who contributes to this program,his/her