15 MINUTE SATISFACTION GUARANTEE - PowerPoint PPT Presentation

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15 MINUTE SATISFACTION GUARANTEE

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15 MINUTE SATISFACTION GUARANTEE ACCOR HOTELS - IBIS Why have a Satisfaction Guarantee To give a concrete answer to the Extraordinary Garden Project (formely Ibis ... – PowerPoint PPT presentation

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Title: 15 MINUTE SATISFACTION GUARANTEE


1
15 MINUTE SATISFACTION GUARANTEE
ACCOR HOTELS - IBIS
2
Why have a Satisfaction Guarantee
  • To give a concrete answer to the Extraordinary
    Garden Project (formely Ibis 2003 Corporate
    Project) 4th Concept
  • Win over Satisfy our Customers
  • To ensure that our Customers level of expectation
    concerning quality is satisfied
  • To comply with ISO 9001 requirements in terms of
    standard of quality across all the network
  • To gain market shares on our competitors by
    daring to be different
  • To decrease the nbr of complaints sent to Head
    Office (costly) by solving the problem on the
    spot
  • To generate feedback from the customers to
    understand our mistakes
  • Can be used as a Marketing Tool
  • To improve our Quality of Service Delivery

3
Why (cont)
  • To emphasize the Spirit of Service which
    includes
  • To enjoy pleasing helping our Customers
  • To treat each Customer as an individual and make
    them feel that they are unique by giving
    priority to their problems
  • To be ready to commit ourselves and to believe in
    what we are doing

4

What is a Good Satisfaction Guarantee?
  • The means to solve a problem by providing the
    Customer with a means of expressing his
    dissatisfaction
  • It must be without any condition either a guest
    is satisfied or not!
  • It must be easy to understand and to communicate
  • It must be well backed up it must reflex on the
    aspects service that are essential to our
    customers and offer concrete remedies
  • It must be easy to put forward a Customer must
    never be left with the impression that he/she is
    guilty
  • It must be easy to apply the procedure to follow
    must be easy and if possible immediate
  • It empowers the guest as well the employee and
    encourages guest feedback to allow us to work on
    the preventive in the future

5
What is Ibis 15 Min Satisfaction Guarantee?
  • All Ibis Customers must be satisfied with their
    stay in our hotels
  • If the Customer experiences a small problem we
    may be responsible for which we cannot solve
    within the 15 minutes, he/she will be refunded
    for the service they are not happy with as stated
    in ISO9001
  • This contract is applicable 24 hours, 365 days a
    year
  • It is best applicable in
  • The Heart of Ibis
  • Customer Comfort
  • Messages to Customers
  • Emergency Situations

6
The Heart Of Ibis
  • This is the cornerstone of the 15 minute
    guarantee (if we get this right the rest should
    fall into place)
  • It represents the minimum standard of comfort to
    which all Ibis customers are entitled
  • Any substandard performance automatically
    activates the 15 minute guarantee
  • All Ibis teams must ensure that this commitment
    is fulfilled at all times
  • Please refer to Heart of Ibis Manual

7
Customer Comfort
  • Customer expectations are often higher than as
    provided for in the Heart of Ibis commitment
    most customers aim for additional comfort, such
    as easy access to personnel, additional pillows,
    blankets
  • It is important for hotels to give due
    consideration to such expectations to ensure full
    customer satisfaction and to gain an edge on its
    competitors
  • The team will therefore have to adapt its
    attitudes and behaviour according to the specific
    customers requests, the quality of the hotel
    location

8
Message to Customers
  • The contract applies when a message has not been
    transmitted to a Customer
  • The guiding principle is that a message addressed
    to a Customer should always be transmitted
    immediately

9
Emergency Situation
  • This includes all problems and events not related
    to the hotel but preventing Customers from fully
    enjoying their stay
  • For these problems the guarantee cannot apply
  • Eg, Power failure, floods
  • Nevertheless, these events should not be
    considered as out of the scope of application, as
    the team should be ready to give information and
    explanation to the Customers

10
How to Measure the Results
  • Objective Measuring Customers perceptions of
    the 15 Minute Satisfaction Guarantee using
    various tools
  • There are 2 areas to look at in this respect
  • TOOLS TO ASSESS THE QUALITY ASPECT OF THE
    CONTRACT
  • 15 Minute Log Book
  • Complaint letters
  • Customer Interviews
  • Team Experience
  • Network Information

11
How to Measure the Results (cont)
  • TOOLS TO ASSESS THE QUANTITY ASPECT OF THE
    CONTRACT
  • Number of refunds
  • Costs (involved in both room division or
    restaurant/bar number of refunds extended)

12
What Degree of Initiative/Who makes the Decision?
  • Any kind of initiative can be taken to find an
    immediate solution in order to satisfy the
    customer
  • Anyone confronted to a complaint or request made
    by a customer must try to solve it personally or
    with the help of a colleague and ensure follow-up
    of the case until the problem is solved
  • When a problem is solved, one must make sure that
    the customer is completely satisfied prior to
    departure
  • Should the problem not be solved, we must issue
    the customer with an appropriate refund according
    to our commitment to quality

13
What Degree of Initiative/Who makes the Decision?
(cont)
  • It must be possible for any member of staff to
    decide whether or not to provide the customer
    with a refund (free meal, free accommodation,
    free breakfast)
  • Issuing the Customer with a refund must not be an
    easy way out since this will not necessarily
    satisfy the Customer
  • An refund is issued on the basis of the complaint

14
OUR CUSTOMERS RIGHTS
  • We aim to provide our customers with full
    satisfaction and recognise the folllowing
  • Their right to be liked
  • Their right to be recognised
  • Their right to receive an offer adapted to their
    needs
  • Their right to freedom of choice
  • Their right to benefit from reliable products and
    services
  • Their right to understand our policy the
    meaning of the Ibis product
  • Their right to be considered as sincere in all
    circumstances
  • Their right to have their interests protected
  • Their right to trial and error
  • Their right to be . surprised

15
TEAM SPIRIT
  • OUR AIM
  • To make profit and distribute it fairly, whilst
    respecting the customer
  • OUR CONVICTION
  • To be regarded as the best by our Customers and
    to be a point of reference within our
    professional environment
  • To be proud of our products and our services and
    their quality
  • To give each of us the opportunity to progress
    within a growing team
  • To be dynamic, flexible, looking out for our
    Customers needs and for the markets movements

16
TEAM SPIRIT (cont)
  • OUR PROFESSIONALISM
  • To abide by our commitments
  • To develop our abilities
  • To act in the best way possible at all levels
  • To make decisions and be sure they are carried
    out
  • To plan and follow up on all our actions

17
TEAM SPIRIT (cont)
  • OUR WAY OF LIFE
  • To listen to our associates, respect them, hold
    discussions with them and be honest
  • To feel responsible, to be loyal and to work as a
    team
  • To pass on information and ensure clarity
  • The right to train and to be trained
  • To welcome trial and error and constructive
    criticism when new ideas are suggested
  • To be autonomous as far as rules are concerned
  • . And a good sense of humour

18
Ways to Evaluate the Customers Satisfaction
within your hotel
  • FACE TO FACE WITH THE CUSTOMER
  • During their stay, talk with the customer on a
    one to one informal basis
  • At the time of checkout Did you have a nice
    stay
  • If they have complained, still ensure
    satisfaction
  • INDIRECTLY VIA CUSTOMER
  • Survey List of questions in bedroom regarding
    topics
  • Suggestions / ideas book
  • Visitors Book
  • Letters of compliment / complaint

19
Ways to Evaluate the Customers Satisfaction
within your hotel (cont)
  • INDIRECTLY VIA HOTEL
  • Increase of turnover / bedroom
  • Increase of room occupancy
  • Increase of market share
  • Increase of sales of Ibis card
  • Results (Quality Audit, etc)
  • Number of Refunds given to customers

20
ADVICE..
  • KEEP AN EMERGENCY 15 TOOL KIT
  • Tool Box, Screw Drivers
  • Fuses, Bulbs, Telephone, TV Remote
  • Batteries, Cables, Kettles, Extra Pillows
  • Extra blankets, soap, linen
  • 15 MINUTE GUARANTEE LOG BOOK
  • Of each defect reported
  • Time reported
  • If achieved
  • Amount of refunds
  • Action Plan according to reoccuring problems
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