华美达质量管理及评估手段(中英文双语)

WELCOMETO2QA2QA-TwoQuestionsApproach2QA-问客人的两个问题欢迎加入2QA的讨论RamadaQualityControl&EvaluationTools华美达质量管理及评估手段•Ex.C.E.E.D•2QAObjectivesof2QA•Objective1:AmandatoryprogramatallRamadaInternationalHotels&Resorts.•目标1：所有华美达国际酒店的指定项目。•Objective2:Theinformationyoucollectwhileapplying2QAwillnotonlyhelpyouinbetterservingyourguestsbutwillhelpRamadaInternationalindeterminingnecessarychangestoreacttomarketrequirements.•目标2：运用2QA收集信息，不仅能帮您更好地服务客人，而且能帮助华美达国际在适应市场需求而作出相应变化方面做出正确的决策。Objectiveof2QA•Objective3:Allhotelsfollowastandardizedmethodinordertoachieveauniformsetofresults.•目标3：为达到统一的目标，使酒店遵循一个标准的方案。•Objective4:itwillbepossibletocompileaccuratedeficiency/guestfeedbackreportsbothathotellevelandattheCorporateRegionaloffice.•目标4：不仅可以以酒店为单位，或者以集团区域办公室为单位，来准确汇集酒店的不足及客人的反馈信息。2QAQuestion1Duringyourstaywithus,whathaveyouobservedthatwecanimprove?当您光临我们酒店时，您发现有何改进之处？Wearenotaskingwhetherornottheguestissatisfiedwithbutwhatcanbeimproved.我们并不是在问客人他是否感到满意而是有何可改进之处。Question2Duringyourstay,whichhotelemployee(ifany)hasprovidedyouwithaboveaverageservice?当您光临酒店时，您是否觉得有员工服务特别突出。Wewanttoobtainfeedbackonoutstandingperformanceofcertainemployeesforrecognition.我们想收集来自对员工优质服务认可的客人反馈。GuestFeedback客人的反馈•On-propertyquestionnaire-GuestCommentsForm酒店内的宾客意见卡•Phonesurveys-CourtesycallbyGSO.电话调查•Mail-inquestionnaires发信件问卷•TVsurveys(in-housetelevision)电视调查（酒店内部电视网络）ExperiencetellsusthatintheeventaguestchoosestofilloutaGuestCommentsForm,he/sheiseitherextremelysatisfied(andfeelsthatmanagementshouldknowaboutwhathasbeendoneright)orextremelydissatisfiedandthatmanagementneedstoknowwhathasgonewrong.经验告诉我们如客人填写意见卡，他/她要么是非常满意酒店的服务（感觉到酒店管理层需知到哪些地方做得好），要么是非常不满意（酒店管理层需知到哪些地方做得不好）。GuestFeedbackNumberofGuests客人人数VerySatisfied非常满意VeryDissatisfied非常不满意客人的反馈Itmustthereforebeourgoaltogetfeedbacknotonlyfromtheextremesofthedistributionbutfromthelargeamountofguestsinbetweenthetwoextremes.因此酒店的目标是：不仅要得到感到非常满意或非常不满意的客人的反馈，同时还要得到位于两者之间的大部分的客人的反馈。GuestFeedbackEvaluation客人反馈评估ANeedAndOpportunityForImprovement一种需要及可改进的机会SolicitingGuestFeedback2QA恳求得到客人2QA的反馈。“MakingTheChange”改变2QACycle2QA循环•Phase1:CollectingCustomerFeedback•第1阶段：收集顾客反馈•Phase2:EvaluationofFeedbackreceived•第2阶段：评估收到的反馈•Phase3:InstitutingChange•第3阶段：作出改进2QA的三步骤2QAThreeDistinctPhases2QADistinctFeatures2QA最显著的特征•Itovercomesthetraditionalshortfallsofothersurveymodelsbyincreasingsamplesize克服了传统调查模式的不足，提高了宾客意见收集的数量。•Itisobtainedviadirectcontactbetweenhotelstaffwithourguests.•通过酒店员工与客人直接交谈取得答案。•Itprovidesanorganizedapproachtoallowyoutoreacttoyourhotel’sindividualclientbase提供了一个组织有序的方式，使你能对酒店每一位客人的需求反馈。•Itputthehotel’slinelevelstaffatthecoreofthesolution,communicationandimplementation使酒店前线部门的员工处于沟通、执行及解决问题的核心。•Itcreatesaassociaterecognitionprogramwhichcanbethebasisforemployeeofmonthnomination.能认可员工的努力付出，可作为每月优秀员工提名的必备条件。2QAwillcoverthefollowingimportantareas2个问题将发挥以下作用2QA•ItwillalsohelpdirectyourattentionandfocustoimproveyournextEx.C.E.E.D.Evaluation.•它也可以使你要关注的目标更直接并使质量评估更加完善。Whatisit?Whatmakesitwork?什么是2QA?什么令2QA推行?First&foremost100%HotelExecution首要的是酒店100%執行2QAisRamadaOperatingProcedure2QA是华美达的运作程序2QAisaResourceforyourHotelaswellasfortheBrand2QA是你的酒店及品牌的资源2QAisacoreEvaluationRequirementofEx.C.E.E.D.2QA是质量评估计划的核心评估需求2QADataBaseImplementation2QA数据单元的推行2QuestionsApproach:2QAQuestion1Duringyourstaywithus,whathaveyouobservedthatwecanimprove?当您光临我们酒店时，您发现有何改进之处？Wearenotaskingwhetherornottheguestissatisfiedwithbutwhatcanbeimproved.我们并不是在问客人他是否感到满意而是有何可改进之处。TheFeaturesof2QARemember:2QAwillresultonlyinnegativecommentstobeenteredandtobeevaluatedbytheQC记住：2QA只关注反面意见，并由质量委员会对此意见进行记录并评估。Guestcommentsweredividedintotwogeneralsections:客人的意见通常分为两部分：•Service服务•ConditionofAssets资产状况23%ofourguestsonaverageexperienceaproblemduringtheirstay.至少23%的客人在酒店居住期间会遭遇问题。GuestswhohaveproblemsinotherareasofthehoteloftenlooktotheFrontofHousestaffforsolutions.客人在酒店其他地方碰到的问题，经常会找前线的员工来帮助解决。2QA/Service-related关于服务Department:Issue:ReceptionFriendlinessHousekeepingSpeedRoomServiceEffectivenessBellServiceValueReceivedHealthClubNotPresentRestaurantPoorBreakfastGeneralMaintenanceBanquetReservationsOverallExperienceF&BGeneralBarDetail:2QA/Asset-related关于设备Department:Issue:BuildingOutsideBrokenLobby/PublicAreaPoorAppearanceGuestroomNotworkingwellGuestBathroomTemperaturePublicRestroomsNoiseRestaurantNotpresentBreakfastRoomGeneralPool/HealthClubLandscapingMeetingRoomsParkingAreaSignatureOverall/OtherDetail:•Whocontributestothisprogram,his/hernamemustbeenteredintothedatabase.•凡对此项目做出贡献的人，他/她的名字将被输进数据库。•Ifyouhaveaconditionthatdoesnotcorrespondtoanydepartmentlisted,usethe“General”departmentprovided.•如果你的问题和以下所列的任何一个部门都不对应，则使用滚动菜单里的“所有”部门。2QAWhatourGuestsaretellingusatRamadaPlazaTianLuHotelWuhan?在华美达天禄，客人告诉我们什么？HotelTop10ServiceIssues酒店要优先改进的10项服务任务ThevarietiesofseafoodinYalanxuanChineseRestaurantaretoofewespeciallymussels.雅兰轩中餐厅的海鲜品种很少，尤其是扇贝。SuggesttogetthePhilippineBandbacktotheFrenchRestaurant.希望法国餐厅能有菲律宾乐队回来表演。It'swrittenonthewelcomebookletthatthegiftshopwillopenat08:00am,butwhentheguestcamedownat08:00,it'sstillclosed.欢迎册里面写着礼品店上午8点开始营业，但是当客人早上8点下来礼品店时，仍然关着门。Act