我们哪些地方做的好

Identify areas of improvement

 哪些地方有待提高

后两项内容有点类似RAMADA的2QA 

顾客满意度评估工具，可见很多酒店的质量管理工具都是大同小异的

Online Survey – Guest email address needed

 网上调查 –  需要客人邮箱地址

 Front Office, Reservations, VW 

前台，预订部及行政楼层接待等

评论：在IT及通讯高度发达的今天，如何有效的监测酒店质量，需要寻找新的工具，新的方法，如何更有效率，更经济，更客观，更具有指导性，是现代酒店管理者都应该审慎思考的问题

第二项计划

DR3 (Defect Reporting, Recording and ResolutionProcess)

服务缺陷的报告、记录和解决

To get better PM scores 

为达到更好的行为质量检测分数

Solve problem while guest is still in the hotel 

当客人还在酒店时解决问题

Solve guest problems while still in thehotel 

当客人还在酒店时帮客人解决问题

Customers judge the quality of a companyby judging the responsiveness of the first person they come in contact with todiscuss their problem.

客人判断一个公司的品质如何往往是通过当他们遇到问题时，第一个做出响应，与他们讨论并来解决问题的员工表现来判断的

Can you identify the defects? 你能找出其中的服务缺陷吗？

Case Study #1: 案例1

Having stayed at several Hotels world wide I must say this xiangji  is rather disappointing. Bookingcompletely messed up with the date of arrival, even after calling the hotelfour times after an online booking. Had to find someone to park the car, waited15 minutes to be acknowledged at the front desk on check-in and needed to waituntil late afternoon for a room to be ready. Staff rarely smiled or said hello.Never in my life have I seen such a lack of staffing numbers in a hotel. Waited25 minutes to be seated for breakfast, every table was either full of people orleft unclean, similar in the  Club also. Hyatt is a far better choice.However the rooms, view, & location at Sxiangji are second to none.

我曾经在全世界的许多香格记酒店住过，但这个香记酒店确实令人太失望了。到达日期的预定完全混乱，以至于在网上预定后打了四次电话给酒店。不得不找人停车，在前台登记时等待了15分钟才被确认，而且需要等到下午晚些才有房间。员工甚少微笑或打招呼。 我从没见过一个酒店如此缺乏员工。 早餐等待了25分钟才被入座，每张桌子不是满员就是不干净，俱乐部同样如此。凯悦是一个更好的选择。然而在房间，景观和地理位置上香格里拉是首屈一指的。

How many defects did this guestexperience?

客人经历了多少服务缺陷？

Case Study #1:

Having stayed at several Shangri LaHotels world wide I must say this Shangri-La is rather disappointing. (1)Booking completely messed up with the date of arrival, even after calling thehotel four times after an online booking. (2) Had to find someone to park the car,(3) waited 15 minutes to beacknowledged at the front desk on check-in and (4) needed to wait until lateafternoon for a room to be ready. (5) Staff rarely smiled or said hello. Neverin my life have I seen such a lack of staffing numbers in a hotel.  (6)Waited 25 minutes to be seated forbreakfast, every table was either full of people or (7 & 8) Tables  left unclean, similar in the Horizon Clubalso. Hotel A is a far better choice. However the rooms, view, & locationat XIANGJI  are second to none.