Best Practices During A Best Practices During A RenovationRenovation

““Managing Our GuestManaging Our Guest’’s s SatisfactionSatisfaction””

TopicsTopics

•• Communication & SchedulingCommunication & Scheduling•• Signage & BarricadesSignage & Barricades•• Project Scope & Description Project Scope & Description •• Site ManagementSite Management•• Tools of the TradeTools of the Trade•• FlexibilityFlexibility•• BudgetBudget

Internal communication and scheduling Internal communication and scheduling ––the importance of property awareness.the importance of property awareness.““Get the Word Out EarlyGet the Word Out Early””..

•• Meet with StaffMeet with Staff•• EE--mailmail•• Group VoiceGroup Voice--mailmail•• The Daily BasicThe Daily Basic•• Inform Property that Inform Property that

they are part of they are part of project.project.

Internal communication: Internal communication: Staff, EStaff, E--mail, Voicemail, Voice--mail, Etc..mail, Etc..•• Dear AssociatesDear Associates::•••• I am pleased to announce that we will begin the Oasis Expansion I am pleased to announce that we will begin the Oasis Expansion Project next Tuesday, November 8th, 2005. This project will affeProject next Tuesday, November 8th, 2005. This project will affect (11) Oasis located within the ct (11) Oasis located within the KivaKiva buildings. The scope of this buildings. The scope of this

project will be to expand the maid's lockers in orderproject will be to expand the maid's lockers in order to provide additional storage for the new Marriott bedding packato provide additional storage for the new Marriott bedding package, cleange, clean--up the unsightliness of the existing refuse storage, whileup the unsightliness of the existing refuse storage, while improving improving the guests' exposure and interaction with this element of their the guests' exposure and interaction with this element of their experience within our resort.experience within our resort.

•••• Phase I of this project will include (3)Phase I of this project will include (3)--100 building Oasis (#118, #130, & # 143). The duration of Phase 100 building Oasis (#118, #130, & # 143). The duration of Phase I shall run approximately (4) weeks. The construction site shallI shall run approximately (4) weeks. The construction site shall be fenced & screened from be fenced & screened from

our visitor's view. The contractor has been directed to restrictour visitor's view. The contractor has been directed to restrict all noisy workall noisy work between the hours of 9:00AM between the hours of 9:00AM tiltil 5:00PM daily. 5:00PM daily. •••• Phase II shall consist of Oasis located at Room Nos.: 201, 278 &Phase II shall consist of Oasis located at Room Nos.: 201, 278 & 546; and will commence as soon as Phase I is completed, approxi546; and will commence as soon as Phase I is completed, approximately December 6th, 2005.mately December 6th, 2005.•••• Phases III & IV shall be scheduled as appropriate.Phases III & IV shall be scheduled as appropriate.•••• It is important to recognize that the guests' convenience will bIt is important to recognize that the guests' convenience will be compromised during thise compromised during this timeframe and we look for assistance from all respective departmtimeframe and we look for assistance from all respective departments in minimizing their inconvenience. ents in minimizing their inconvenience.

Please note that the ice and vending machines in each of the arePlease note that the ice and vending machines in each of the area's will be dea's will be de--activated during the construction schedule. Pleaseactivated during the construction schedule. Please review the following concerns and inform me of any/ all review the following concerns and inform me of any/ all suggestions that may relieve any of the issues:suggestions that may relieve any of the issues:

••

•• Front Desk:Front Desk:–– Please schedule all adjacent or nearby rooms as last sell; and pPlease schedule all adjacent or nearby rooms as last sell; and please block any such rooms as our occupancy levels permit. lease block any such rooms as our occupancy levels permit. –– Please notify respective guests at time of checkPlease notify respective guests at time of check--in that their icein that their ice--machines will be down during the scheduled dates and let them knmachines will be down during the scheduled dates and let them know that Room service will be happy to accommodate ow that Room service will be happy to accommodate

them during this time of inconvenience (Thanks Sue). them during this time of inconvenience (Thanks Sue). –– PleasePlease make all effortsmake all efforts to ensure that our VIP guests/ groups do not get booked into theto ensure that our VIP guests/ groups do not get booked into these affected areas of the resort. se affected areas of the resort. –– Please let me know of any possible conflicts or specific challenPlease let me know of any possible conflicts or specific challenges that may already exist within your current reservation bookiges that may already exist within your current reservation bookings. ngs. –– Could we please issue letters to these affected rooms reminding Could we please issue letters to these affected rooms reminding them to dial AYS for ice service from Room Service?them to dial AYS for ice service from Room Service?

•• BellstandBellstand: : –– Please assistPlease assist the guests with possible ice requirements/ needsthe guests with possible ice requirements/ needs at time of checkat time of check--in to help them get their stay off to a comfortable and conveniein to help them get their stay off to a comfortable and convenient start.nt start.–– Please remind our guestsPlease remind our guests that thethat the affectedaffected ice & vending machines will be down during these scheduled datesice & vending machines will be down during these scheduled dates while informing them that they maywhile informing them that they may call AYS to request ice service through call AYS to request ice service through

Room Service during this scheduled period of time.Room Service during this scheduled period of time.

•• Room ServiceRoom Service::–– Please note the dates and locations in anticipation of the speciPlease note the dates and locations in anticipation of the special needs during this period of time. al needs during this period of time. –– We greatly appreciate your additional service, which shall help We greatly appreciate your additional service, which shall help offset many of the concerns associated with this project.offset many of the concerns associated with this project.

•• Please feel free to share all of your thoughts or concerns on hoPlease feel free to share all of your thoughts or concerns on how we may improvew we may improve the Anticipation of Our Guests Needs. We are optimistic that thithe Anticipation of Our Guests Needs. We are optimistic that this project shall greatly improve our Housekeeping s project shall greatly improve our Housekeeping Departments ability to provide our guests with the continued outDepartments ability to provide our guests with the continued outstanding service expected from Marriott.standing service expected from Marriott.

•••• We appreciate all of your assistance and input with this delicatWe appreciate all of your assistance and input with this delicate subject matter. e subject matter. •••• Thank you4Thank you4

External communication External communication ––Inform your Contractors & VendorsInform your Contractors & Vendors

•• Use bid package/ Use bid package/ meetings to address:meetings to address:

•• Start times, noise Start times, noise times, stop times.times, stop times.

•• Security checks.Security checks.•• Parking & staging Parking & staging

areas.areas.•• Restroom access.Restroom access.•• Break areas.Break areas.•• Proper attire.

Supplemental ConditionsSupplemental Conditions

–– SITE USAGESITE USAGE•• SMOKING IS PERMITTED ONLY IN DESIGNATED AREASSMOKING IS PERMITTED ONLY IN DESIGNATED AREAS•• OWNER WILL IDENTIFY AN EATING/BREAK AREA FOR THE OWNER WILL IDENTIFY AN EATING/BREAK AREA FOR THE

CONTRACTORCONTRACTOR’’S FORCES. S FORCES. •• OWNER HAS IDENTIFED AN ACCEPTABLE STAGING AREA OWNER HAS IDENTIFED AN ACCEPTABLE STAGING AREA

FOR THIS PROJECT. FOR THIS PROJECT.

–– PROFESSIONAL BEHAVIORPROFESSIONAL BEHAVIOR. . •• CONTRACTOR RESPONSIBLE TO PROVIDE ALL DUMPSTERS CONTRACTOR RESPONSIBLE TO PROVIDE ALL DUMPSTERS

FOR THE DISCARD & REMOVAL OF ALL CONSTRUCTION FOR THE DISCARD & REMOVAL OF ALL CONSTRUCTION DEBRIS ASSOCIATED WITH THE RENOVATION PROJECT. DEBRIS ASSOCIATED WITH THE RENOVATION PROJECT.

•• NO RACIAL OR SEXUAL JOKES OR HARASSMENT WILL BE NO RACIAL OR SEXUAL JOKES OR HARASSMENT WILL BE TOLERATED.TOLERATED.

•• CONTRACTORCONTRACTOR’’S PERSONNEL MUST BE CAUTIONED NOT TO S PERSONNEL MUST BE CAUTIONED NOT TO INTERFERE NOR DISRUPT WITH ONGOING FUNCTIONS, OR INTERFERE NOR DISRUPT WITH ONGOING FUNCTIONS, OR ENGAGE WITH THE GUESTS OR STAFF DURING THESE ENGAGE WITH THE GUESTS OR STAFF DURING THESE ONGOING BUSINESS FUNCTIONS. ONGOING BUSINESS FUNCTIONS.

•• FRONT OF HOUSE SHALL BE CONSIDERED IN OPERATION FRONT OF HOUSE SHALL BE CONSIDERED IN OPERATION AT ALL TIMESAT ALL TIMES

–– CONTRACTORS AND WORKMANCONTRACTORS AND WORKMAN’’S RESPONSIBILITESS RESPONSIBILITES•• ALL CONTRACTORS MUST PROVIDE OWN TOOLS AND ALL CONTRACTORS MUST PROVIDE OWN TOOLS AND

MATERIALS.MATERIALS.•• CONTRACTOR SHALL BE RESPONSIBLE FOR THEIR OWN CONTRACTOR SHALL BE RESPONSIBLE FOR THEIR OWN

OFFICE AND STORAGE SPACEOFFICE AND STORAGE SPACE•• ALL CONTRACTORS WORKING AT MARRIOTT'S CAMELBACK ALL CONTRACTORS WORKING AT MARRIOTT'S CAMELBACK

INN RESORT WILL BEHAVE IN A PROFESSIONAL AND INN RESORT WILL BEHAVE IN A PROFESSIONAL AND ETHICAL MANNER.

Proper attire.ETHICAL MANNER.

Informing Our GuestsInforming Our Guests

•• Reservations, it is never too early to offer information to the Reservations, it is never too early to offer information to the guests.guests.•• Utilize your front desk to inform guests upon checkUtilize your front desk to inform guests upon check--in, to avoid in, to avoid

undesirable surprises.undesirable surprises.•• AYS is another option to keep your communication channels open.AYS is another option to keep your communication channels open.•• Your Barker channel is another option.Your Barker channel is another option.

Inform Our Guests Inform Our Guests ––Informative Signs @ LobbyInformative Signs @ Lobby

External Communication:External Communication:Inform your Guests w/ Room LettersInform your Guests w/ Room Letters

••

January 23, 2000Dear Resort Guest:Please be advised that there will be a brief power outage in your guestroom on Monday, January 24, from 12:00 noon to 1:00pm, and then again on Thursday, January 27, from 12:00 noon to 1:00pm. We apologize for any inconvenience this may cause.This interruption of electricity is due to project work that is currently taking place. We tried to schedule this necessary work at a time that would have minimal impact to our Resort and its services.Should you have any concerns, please dial “55” from any guest phone to contact the Manager on Duty. Thank you for your patience andunderstanding.Sincerely,xxxResident Manager

Signage & BarricadesSignage & Barricades•• Uniform Uniform ““Pardon Our Dust Pardon Our Dust

SignsSigns””..•• Informational signage.Informational signage.•• Directional & wayDirectional & way--finding finding

signage.signage.•• Some good & bad examples Some good & bad examples

of signage & barricades.of signage & barricades.•• Informational description Informational description

boards.boards.•• Initial guest notification Initial guest notification

signs.signs.•• Partitions & barricades.Partitions & barricades.

Uniform Uniform ““Pardon Our DustPardon Our Dust”” SignsSigns

Informational SignageInformational Signage

Use Informational signage to inform guests of Use Informational signage to inform guests of upcoming/ ongoing projects and affected areas.upcoming/ ongoing projects and affected areas.

•• A picture says 1000 A picture says 1000 words.words.

•• Denote schedule of Denote schedule of upcoming/ ongoing upcoming/ ongoing project on property.project on property.

•• Good signage can Good signage can become a marketing become a marketing tool for return visits.tool for return visits.

Directional SignageDirectional Signage

Project Description SignageProject Description Signage

Inform your guests about:Inform your guests about:

•• Affected AreasAffected Areas•• New DevelopmentsNew Developments•• Project InformationProject Information•• New TechnologyNew Technology•• FeaturesFeatures•• Completion DatesCompletion Dates

Partition OptionsPartition Options

Some options may be purchased and re-used on several different projects.

Pipe & DrapesPipe & Drapes

If you do not have a budget to purchase or construct you may have to use materials that are readily available to your property.

Undesirable ExamplesUndesirable Examples

•• Unsightly barricades remind us of a construction Unsightly barricades remind us of a construction site,site,…… not a resort.not a resort.

•• These examples are not only unsightly, but are These examples are not only unsightly, but are also also unsafeunsafe for our guests & associates.for our guests & associates.

Less Desirable ExamplesLess Desirable Examples

……Even Less Desirable!Even Less Desirable!

Caution Tape Caution Tape --

makes one think of….

Maybe a Crime Scene, rather than Maybe a Crime Scene, rather than a renovation site?a renovation site?

Project Scope & DescriptionProject Scope & Description ––

•• Eliminate the surprise and Eliminate the surprise and disappointment.disappointment.

•• Use informational signage Use informational signage to inform guests of to inform guests of upcoming/ ongoing upcoming/ ongoing projects and affected projects and affected areas. areas.

•• Use your color boards to Use your color boards to inform guests in the inform guests in the Lobby.Lobby.

•• Use photos to describe Use photos to describe project scope.project scope.

Stress the importance planning and Stress the importance planning and documentation of project.documentation of project.

•• Anticipation of potential Anticipation of potential repercussions and repercussions and possible sidepossible side--effects of effects of scope of work.scope of work.

•• Plan for the worst, Plan for the worst, hope for the best.hope for the best.

•• Schedule updates.Schedule updates.•• Importance of buffer Importance of buffer

zones to help ease the zones to help ease the pain.pain.

Buffer Zones Buffer Zones ––Use buffer zones to insulate the guests.Use buffer zones to insulate the guests.

Site ManagementSite Management

•• Keeping our renovation sites clean, safe and Keeping our renovation sites clean, safe and ““invisibleinvisible””..

•• Importance of conveying to and managing our Importance of conveying to and managing our contractors to maintain Marriott standards contractors to maintain Marriott standards throughout the project.throughout the project.

•• Daily housekeeping of our renovation sites and Daily housekeeping of our renovation sites and ongoing supervision.ongoing supervision.

•• Provide for adequate storage, debris Provide for adequate storage, debris containment & haulcontainment & haul--off and traffic control.off and traffic control.

Here is a Good Example of Here is a Good Example of Site ManagementSite Management

Site ManagementSite Management

Site ManagementSite Management

Tools of the TradeTools of the Trade

•• Utilizing all of your propertyUtilizing all of your property’’s resources to s resources to maximize your results.maximize your results.

•• How PRT may be used during a How PRT may be used during a renovation.renovation.

•• The many eyes and ears of the property.The many eyes and ears of the property.

Tools of the TradeTools of the Trade--Use Your ResourcesUse Your Resources

•• Front Desk and AYS are your direct Front Desk and AYS are your direct contacts to your guests.contacts to your guests.

•• Housekeeping can help maintain property Housekeeping can help maintain property standards and site cleanliness.standards and site cleanliness.

•• All staff members should watch and listen.All staff members should watch and listen.•• LossLoss--Prevention may monitor project sites Prevention may monitor project sites

for safety and security issues.for safety and security issues.

PRT During a Renovation PRT During a Renovation

Your PRT Team can:Your PRT Team can:

•• Clean vents & coils during a renovation.Clean vents & coils during a renovation.•• ReRe--grout, clean and repair tile.grout, clean and repair tile.

PRT may also:PRT may also:

•• Service sliding glass door rollers & tracks.Service sliding glass door rollers & tracks.•• Strip and tearStrip and tear--down rooms before a renovation.down rooms before a renovation.•• Escort guests thru a construction zone.Escort guests thru a construction zone.

FlexibilityFlexibility•• Project schedules are subject to an array Project schedules are subject to an array

of intangibles (slow deliveries, unknown of intangibles (slow deliveries, unknown conditions, weather, etcconditions, weather, etc……); be prudent ); be prudent and retain some flexibility in your schedule and retain some flexibility in your schedule to help offset or minimize consequences.to help offset or minimize consequences.

•• AYS can be utilized to keep the guests AYS can be utilized to keep the guests informed of ongoing developments.informed of ongoing developments.

•• Keep the property updated so the Keep the property updated so the information is current and accurate.information is current and accurate.

BudgetBudget•• Allocate sufficient funds for Allocate sufficient funds for

all desired support and all desired support and management of your management of your projects.projects.

•• Everything costs money Everything costs money (signs, barricades, labor, (signs, barricades, labor, etcetc……), w/ small allowances ), w/ small allowances from each project an from each project an adequate inventory can be adequate inventory can be acquired.acquired.

•• Budget per your needs and Budget per your needs and expectations.expectations.