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TRANSCRIPT
Linda Hagen
Inside the BED Audit A Virtual Tour
AGENDA
Structure of the BED Audit
Preparing for the Audit
On Property Audit Process
Post-Audit Reporting & Support
The Process, The Documents and Support
The Standards, The Process and Goals
Meetings, Observations and Scoring
Documentation and Follow Up
SESSION GOALS By the end of this session you will have complete understanding of:
Property Self-Assessments (PS-A)
Audit Scoring
On Property Audit
Post-Audit Reporting
Benefits of the Audit
Flies in, poops all over everything and then flies away.
The Seagull
Secret Squirrel Inspector
Arrives unannounced, demands your undivided attention, points out everything wrong and leaves you with a list of To Dos and a feeling of dismay.
Coast Hotels5 Core Values
At Coast Hotels we:
Expect Commitment
Act with Fairness
Live with Honour
Challenge the Limits
Win Together
Management Principles:
Set specific goals.
Strive harder than anyone else.
Always be creative in your work.
Dr. Kazuo Inamori
www.mycoasthotels.com
1. Log-In2. Click on Forms & Manuals
3. Click on Manuals
4. Click on Manuals5. Click on Brand & Operating
Standards Manual
6. Click on Categories Under Table of Contents
Accessing the Brand Standards Manual
Types of StandardsOperating Standards (OPS) Support the correct and consistent operation of your hotel;; e.g. Fire & Life Safety, Key Controls, Log Books, Cleaning Procedures.
Non-Compliance with OPS standards may result in an immediate Overall Brand Standards Compliance Audit Failure.
Those things that guests have told us are important to them and which support our brand identity;; e.g. Triple Sheeting, Bed Making Finishing, Bath Amenities, The 10 Foot Rule, Name Badges.
Non-Compliance with BTP Standards will lower your PS-A score and your Audit score.
Brand Touch Points (BTPs)
WAIVERSavailable on
www.mycoasthotels.comon Brand Engagement page
under Coast Services
Permanent: for a physical characteristic of the hotel;; e.g. no function
space.
Annual: for temporary situations;; e.g. property joining Coast Hotels may be granted a waiver for
new TVs until replacement is necessary.
BRAND STANDARD KPIsWe measure ZDirect 12 Month Rolling (12MR) Scores for:
75 80 85 90 95
Product
Attitude
Delivery
Recommend
CleanKPI 12MR Target Score
Clean 90%Recommend 90%Delivery 90%Attitude 90%Product 80%
PS-A and Audit Scoring
Gap MeasureScore (%) ‘Grade’ Colour3% or less A+
4 -8% A
9-14% B
15% or more F
Exactly the same scoring is used for the PS-A and the Audit:
Overall Brand Standards ComplianceScore (%) ‘Grade’ Colour
80% + A+
69 - 79 % A
49 - 68% B
0 - 48% F
Non-Compliance with Life Safety Standards
An Overall Audit Score of 48% or Less
Failing an Audit
Significant Cleanliness or SOR
Issues
Guest RoomHotel Expense
Food & BeverageHotel Expense
TravelCoast Hotels Corporate Office
Expense
Cost of the Audit
• Mutually agreeable timing
• Minimum 3 weeks prior
• Should not displace revenue
• Confirm guest room reservation for The BED
The Audit: Step 1
Leadership Team Meetings with Linda Hagen;; Schedule & Document Check List: The following chart lists the Leadership Team Members whom I need to meet with during the Brand Standards Audit at The Benson Hotel. Also included is a reference to some of the documentation they will need on hand. Please advise me of the Ambassador whom you would like me to meet with for any position where TBA is listed in the Name column. These meetings will take no loner than 1 hour each. I have time available for these meetings:
o Anytime between 10:00am and 4:00pm on Tuesday, December 08, 2015 o Anytime between 10:00am and 2:00pm on Wednesday, December 09, 2015
Name Title Meeting Date Meeting time Items Needed Note: SC = Score Card
Ron Gladney GM 12/8 10am • Property Self-Assessment SC
• A&G Work Book • Fire Drill Reports • ZDirect Report
Hermes Ramirez Controller 12/8 11am • P&C Work Book • BED Access to
P&C Files/Logs Anne Grothe
Asst. GM
12/9 11am • FD Work Book • BED Access to Fr
Off Files/Logs Lisa Pearson Vera Babiy
Exec Hskper Asst. Hskpr.
12/9 1pm • Hskpg Work Book • BED Access to
Hskp Files/Logs Guy Armstrong Maint Superv 12/8 1pm • Maint Work Book
• BED Access to Files/Logs
OJ Robinson Exec Chef 12/9 10am • Kitchen Work Book
• BED Access to Files/Logs
Lee Cheatle Wayne Huber
F&B Mgr Rest. Mgr.
12/8 2pm • F&B Work Book/s • BED Access to
Files/Logs Lee Cheatle Banq Mgr 12/8 3pm • Banq Work Book
• BED Access to Files/Logs
. Thank you very much for allowing me the time to meet with these individuals. Linda
DEPARTMENT
Operations Standard
Yes
Operations Standard
No
Brand Touch Point
Yes
Brand Touch Point
NoTotal
YesTotal
NoTotal # of Standards %
Administration & General 0 0 0 0 0 0 0 #DIV/0!Banquet & Catering 0 0 0 0 0 0 0 #DIV/0!
F&B Outlets 0 0 0 0 0 0 0 #DIV/0!Front Office 0 0 0 0 0 0 0 #DIV/0!
Housekeeping 0 0 0 0 0 0 0 #DIV/0!Kitchen 0 0 0 0 0 0 0 #DIV/0!Lounge 0 0 0 0 0 0 0 #DIV/0!
Maintenance 0 0 0 0 0 0 0 #DIV/0!People & Culture 0 0 0 0 0 0 0 #DIV/0!
Room Service 0 0 0 0 0 0 0 #DIV/0!
OVERALL HOTEL SCORE 0 0 0 0 0 0 0 #DIV/0!
ComplianceTotal
Standards % ComplianceScore (%) ‘Grade’ Colour
80% + A+
Operations (50%) 0 #DIV/0! 69 - 79 % A
Brand Touch Point (50%) 0 #DIV/0! 49 - 68% B
0 0 - 48% F
TOTAL COMPLIANCE SCORE #DIV/0! Gap Measure
Score (%) ‘Grade’ Colour
3% or less A+
4 -8% A
9-14% B
15% or more F
Property Self-Assessment (PS-A) BRAND STANDARDS COMPLIANCE FOR BEN - December 2015 House-keeping Brand StandardsItem # Standard - Due to the critical nature of the bolded/italicized standards a
"no" response will result in automatic failure for the entire propertyYES NO
OPSHSK010 All permanent, full time Housekeeping Ambassadors are fully trained on fire safety procedures and actively participate in documented fire drills. Documentation of their fire safety training in kept in their People & Culture files and is available for review.
OPSHSK020 All permanent, full time Housekeeping Ambassadors are aware of Coast Hotels Pandemic Procedures and know where to find this information.
OPSHSK030 All Housekeeping Ambassadors are aware of their obligation to perform their duties with the utmost in accuracy, integrity and honesty and they hold themselves accountable to this standard at all times.
OPSHSK040 Printed material provided to Room Attendants does not include guest names.
OPSHSK050 Housekeeping Ambassadors ensure that any printed material which includes
room numbers and room status is kept out of public view in order to ensure
guest security and privacy.
OPSHSK060 A documented weekly inspection of all public areas is performed by the
Executive Housekeeper and Senior Maintenance Leader or designate. The
documentation is kept on file and is available for review.
BTPHSK070 All Housekeeping Ambassadors wear a Coast Hotels approved name tag at all
times.
1:1s with The BED
PS-A Score Card
Displays Departmental and Overall Scores
PS-A Work BookDepartmental Standards
for Audit Review
Step 2: Audit Preparation Documents
Leadership Meeting Schedule
“We are a team that takes great pride in what we do so to have to tick “NO” in boxes was upsetting, however, as we worked our way through the PS-A I started to see how valuable the process is. It was amazing to see how much compliance mattered to my team and our conversations were some of the most in-depth and solution oriented of any we have ever had.”~ Camille Keep, Coast Blackcomb Suites, Whistler, BC
PS-A Quote from Coast GM
OPTION 1: Prior to Audit Contact The BEDOPTION 2: Proceed with the Audit
STEP 1: Prepare Action PlanSTEP 2: Schedule Training/Coaching
DOCUMENTS:Notice of Property FailureProperty Improvement Plan
Failing an Audit
Safety & Security1:1 Meetings with LeadersService DeliveryGuest RoomsPerimeter & Public AreasHeart of HouseFunction RoomsF&BFitness Facilities
On-Property Audit
Ambassador TrainingLife Safety, Emergency
Preparedness
Procedures Incident Reports, Fire Drills,
Key Controls,
EquipmentFire Panel, Fire Extinguishers,
Emergency Generator
Safety & Security
Review Departmental PS-A Work BooksEnsure Understanding of StandardsDiscuss Any Non-ComplianceAssist with Preparation of Action PlansReview ZDirect 12MR ScoresCelebrate SuccessesAnswer Questions About Coast HotelsConnect Leader with Counterpart at Other Hotels
1:1 Meetings with Leaders(Agenda)
Open, Honest, Respectful ConversationSharing of Ideas and ExperiencesSupportiveFocused AttentionNo Peer PressureCollaborative Approach to Challenges
1:1 Meetings with Leaders(Benefits)
Leadership Meeting
Engaging ServicePromoting Programs & ServicesTelephone AnsweringKnowledge of Hotel & CommunityAccuracy of BillingWake Up CallsTimeliness
Service Delivery
Arrival & Check In
Front & Heart of House10 Foot RuleSmilesGreetingsEye ContactAnticipate Needs
Ambassador Friendliness
Housekeeping
CleanlinessState of Repair (SOR)Attention To Detail (ATD)Triple Sheeting Bedding PackageBed Making FinishingBathroom AmenitiesIn-Room Coffee Program
Guest Room Inspections
Guest Room Inspection
CleanlinessState of Repair (SOR)Attention To Detail (ATD)Communication BoardsAmbassador Lunch/Break Area
Heart of House
Kitchen
CleanlinessState of Repair (SOR)Convener Meet & Greet Truth in Menurefreshingly local menu itemsBEO’s Post-Event Follow-Up
Function Rooms & Catering
Function Room
Outlets, Kitchen, Room ServiceCleanlinessState of Repair (SOR)Service DeliveryTruth in Menurefreshingly local Menu Items
Food & Beverage
F&B Outlet
CleanlinessState of Repair (SOR)SignageEquipmentAmenities
Fitness Facilities
CleanlinessState of Repair (SOR)Attention To Detail (ATD)refreshingly local ArtworkCoast Music Direct ProgramCoast Signature Scent Program
Perimeter, Exterior & Public Areas
Public SpacesMen’s Washroom
Ensure Receipt of BED Photos/ObservationsAdvise of Any Non-ComplianceReview Requirements for Action PlansCelebrate Best PracticesNo Surprises Upon Receipt of Audit Report
GM Debrief
Audit Memo & Report
Post-Audit Reporting
Your Team
Your Hotel
Our Guests
Our Brand
Audit Benefits
SESSION REVIEWYou now have complete understanding of:
Property Self-Assessments (PS-A)
Audit Scoring
On Property Audit
Post-Audit Reporting
Benefits of the Audit
Virtual Audit Video Credits
Starring (in order of appearance):Executive Chef Shelley Robinson as The LeaderJessica Daniels as the GSAKelly Zhu as the Room AttendantAlexander Quimbo as the 1st CookAbbey Tuiza as the Banquet ServerCandace Kantor as the F&B ServerBen Guanzon as the Surprised Guest andLinda Hagen as The BED
Filmed entirely on location at the Coast Coal Harbour Hotel in Vancouver, B.C. Canada
Time for…
Thank YouContact [email protected]642-4126