TIM LEE

Hotelier Consultant

Grand Hotel Tremezzo - Lake Como, Italy

Bunga Raya Island Resort – Borneo, Malaysia

Gayana Eco Resort - Borneo, Malaysia

Eagle Borneo Resort – Pulau Tiga, Malaysia

Kahala Resort – Honolulu, Hawaii

TWO CONNECTING BUNGALOWS

2ND BUNGALOW LIVINGROOM USED AS THE CHILDREN’S SANDBOX –PLAY ROOM

RE-WALLPAPER THE ROOMS W/CHILDREN’S FAVORITE – PETER PAN, FLOWERS, BUNNIES

RE-WALL PAPER BACK TO ORIGINAL LOOK AFTER DEPARTURE

3 DIFFERENT COLOR CUTTING BOARDS – 1 PER CHILD

REMOVAL OF ALL DOOR KNOBS – INSTALL BLACK DOOR KNOBS FROM HOME

VOICE SMOKE DETECTORS – “FIRE FIRE IN THE KITCHEN, FIRE FIRE IN THE BEDROOM…”

3 FULL SIZE REFRIGERATORS -1 PER CHILDEACH REFRIGERATOR FILLED WITH CHILDREN JUICES & SNACKS

BOTTLE WATER W/FLIP TOP CAP – POP UP CAP – TWIST CAP – EACH CHILD PREFERENCE

THE BEVERLY HILLS HOTEL – BEVERLY HILLS, CA.RETURN GUESTS, HIGH EXPECTATIONS

THE BEVERLY HILLS HOTEL – BEVERLY HILLS, CA.RETURN GUESTS, HIGH EXPECTATIONS

ALL DRAPES –SHEARS – SOFAS – CARPET SENT OUT FOR PROFESSIONAL CLEANING

WITH RECEIPT TO OWNER PROVING IT WAS NOT DONE IN-HOUSE

ALL OUTLETS WITH CHILD PROTECTION COVERS

HYPO-ALLERGENIC PILLOWS – DUVET COVERS – DUVETS –BED LINEN- TERRIESAND DAILY WASHED WITH ONLY NON SCENTED LAUNDRY SHOP (IVORY SOAP)

EXECUTIVE CHEF DAILY MEETING WITH MRS. TO GO OVER EACH MEAL & PREPARATION

NO CHILDREN ALLOWED TO OCCUPY BUNGALOWS NEXT DOOR – NO DOGS TOO

TIM LEE’S HOME & CELL PH. NUMBERS TO CALL ME 24/7, 12 MIDNITE CALLS -THE NORM

ETC.ETC.

“Quality is a memory and in our world of hotels we create these memories every day.”

“Quality assurance is all about our commitment to excellence starting from our management and every

member of staff.”

What is Quality Assurance?

Quality must define every single touch point of your organization.

Example: Your website and your logo’s look and feel, creates the first impression.

The guest arrival must mirrorthat same quality.

Quality is only as good as its’ consistency in its’ execution.

Only when the team is able to deliver the same standard every single time, regardless of the

circumstances…have you achieved quality.

The Black Shoe Laces

Make it Happen

THE DORCHESTER HOTEL - LONDON

YOU DON’T BUILD A BUSINESS.YOU BUILD PEOPLE

AND THEN THE PEOPLE BUILD THE BUSINESS.

SERVICE RECIPE Recognize me Remember meGive me what I need on time Service me well

CLIENT SITE INSPECTION – RESUME

ADDRESS CLIENT BY NAME THROUGHOUT THE TOUR

EXCEEDING EXPECTATIONS

CAPTURING THAT BUSINESS

EMPLOYEE DAILY PHR CRITERIA TESTING -2017 CRITERIA

Install Rm Resv.Excel Cklist to show example When I place a x or 1 in the columns how it

automaticallyCalculates employee personal score…

THE DAILY COMMUNICATION FORM (DCF)

THE KEY TO QUALITY IS COMMITMENT…

THE FOLLOWING BEST PRACTICES ARE COMMONBUT THROUGH MY TRAVELS I DISCOVERED FEW

PROPERTIES PRACTICED THEM…WHY?

MONTLY EMPLOYEE ROUND TABLE MEETINGS

General Manager talks to the staffcontinuously building commitment to Quality

WEEKLY PROPERTY INSPECTIONS“YOU STOP – THEY STOP”

HAVE AN EXCELLENT GUEST HiSTORY PROGRAM

WHAT CHALLENGING FACTOR PREVENTEDTHESE PROPERTIES FROM IMPLEMENTING

THESE BEST PRACTICES?

5 Star Service at its’ Best…

“Quality Assurance and the Commitment to Quality”…Mr. Jonas – Multi Return Guest

“Sally his Gray Stuff Elephant – Watching her Favorite TV Show”

Famous Singer

“Cover my windows with Tin Foil Before I Arrive”

Famous Singer

“No Talking please - just Sign Language and Note Pads Everyone”

Mr. Peters –Beverly Wilshire Hotel

“Buy me Julie Robert’s Red Dress worn on Pretty Women –Have it ready and in my Suite before we arrive”

Famous Singer – Multi Return Guest

“Travels with his 2 dozen favorite cars – but never Drives Them”

First Time Guest – Moves In

“Tim I Decided not to Check-out but live here…and I Cannot Pay,

I know the Law – Check with your Attorney”

(Lived in iconic hotel for 6 months)

Ms. Brown – Multi Return Guest

“Stays 3 months per visit – pays her incidentals with quarters ”

(“Lady of the Night "but very classy)

“Quality Assurance and the Commitment to Quality”…

GUEST CHECKS IN WITH HER HORSE (Beverly Wilshire Hotel, Ca.)

GUEST CHECKS IN WITH 5’ IGUANA(Animal Assistance Pet)

GUEST SHIPS HIS OWN PERSONAL BED – WHERE EVER HE TRAVELS(Not a Medical Bed)

GUEST CHECKS IN WITH A BLACK PANTHER(Hotel Bel-Air, Ca.)

GUEST CHECKS IN WITH HIS ORANGUTAN

GUEST CHECKS IN WITH HER AMAZON PARROT

GUEST CHECKS IN…

“Quality Assurance and the Commitment to Quality”…

“Hearts Touching Hearts”Bukit Harapan –”Hill of Hope” Orphanage

Corporate Social Responsibility – Caring for the Community

THANK YOU