Download - JW Marriott Standards of Excellence
Standards of Excellence!
To Create Best in Class Performance Through
our Commitment to Associates and E3
Our simple but powerful strategy to achieve excellence is based upon the following:
E3 = Excellence = High Competency and Tools
Engagement = Passion – High Energy Well Applied
Experience = Emotional Connection to JW Marriott San Antonio Hill
Country Resort and Spa and the Texas Hill Country
We believe our single but power commitment to contributing and achieving Excellence3 is based upon the following:
1.Excellence is a choice2.Excellence is measurable and
equals a clear separation of performance
3.We recognize that the commitment to Excellence is the means to accomplish our Stake in the Ground
Warm Heart – Authentic Culture
Achieving Excellence3
We understand and commit to the effort required to reach Excellence3 and to our personal ownership of our work and to its pivotal role in reaching our Stake in the Ground.
Valuing Associates
Inclusiveness
Selflessness
Inventiveness
Empowerment – Self Initiative
Everyone is a Salesperson
Up Tempo, Fun, Celebratory
Care to Comfort
Spirit to Serve – Community Responsibility
Environmental Responsibility
Learning Organization
Metrics Oriented - Accountability
Finance Performance and Integrity
Driven to Excellence!
General Property Information
1002 Guest Rooms, including 85 suites
Restaurants & Bars on the property are:
Cibolo Moon – Serving casual Texas cuisine for Breakfast, Lunch and Dinner
High Velocity – Sports Bar featuring an enhanced American grill and sports bar menu
Rivertop Grill – Relaxed Grill serving San Antonio regional cuisine.
Crooked Branch Lobby Bar - Cocktails and Light Fare in a Lounge Atmosphere
Total Meeting Space – Over 140,000 sq. ft.
Texas Spa Resort – The 26,000 square foot spa features 30 treatment rooms, a complete fitness center and a Spa Café.
General Parking Information
There are 1,658 available parking spaces for this property as allocated below:
•Hotel Self Parking 523 spaces•Conference Center Self Parking 507 spaces•Employee Parking 387 spaces•Golf Self Parking 101 spaces
Valet Parking (Parking Garage) 140 spaces
•Valet - Overnight $ 25.00 (excludes tax)•Valet – Daily Max $ 18.00 (excludes tax)•Self Parking Complimentary
JW Marriott San Antonio Hill Country Resort and SpaValet Parking Services Standards
Guest/Visitor Pre-Arrival ProceduresAttendant:Be prepared for dutyBe attired in a clean and approved “uniform of the day”Stand tall, be confident and politeMaintain proper decorum/conversation with co-workers while waiting to assistapproaching guests and visitorsKnow the layout of the JW Marriott Resort as well as the location of local restaurants and shopping destinations so that you can provide answers to likely asked questions by guests/visitorsValet Stand/Booth/Office:Continually scan the area for litter or other housekeeping needsAddress housekeeping issues while guests/visitors are not in the immediate areaSolicit assistance from the appropriate JW Marriott staff members if more extensive efforts are requiredPerform regular cleaning (i.e., wipe down of Valet Podium, pick up trash in courtyard, etc.
Guest/Visitor Arrival Experience
•Safely approach the arriving vehicle while watching for other vehicular traffic•Safely open the driver and passenger doors, as required
•Greet the arriving visitor/guest with a time appropriate salutation: (e.g., “Good
Morning and welcome to the JW Marriott San Antonio Hill Country Resort and Spa”)•Determine the nature of the visit (i.e., JW Marriott guest, function/meeting
attendee/restaurant patron, Spa patron, etc.) and how long they will be staying•Provide assistance to any guests/visitors as required when they exit their vehicle•If Door Staff is not available, assist the guest with luggage removal/storage when
required•Issue the “customer claim check” portion of the multi-part parking ticket to the
guest/visitor and explain how the claim check is used (if the dispensing of parking
tickets is performed manually, time and date stamp the ticket prior to issuance to the
guest/visitor)• For overnight hotel guests, document the guest last name on the Valet portion of the
parking ticket, which will be kept at the office/cashier station until the guest/visitor
departs•For short-term/transient visitors, explain how to have the parking ticket validated if a
validation program has been established for the JW Marriott venue they are visiting•Suggest that valuables be removed from the vehicle and stored during their stay/visit•Advise the guest/visitor how to utilize the Valet service to retrieve their vehicle when
hey are ready to depart the JW Marriott Resort•Verbally direct the guest/visitor to their destination and wish them a nice day/evening
•Provide directions, or a pre-printed direction card, if available
Taking Possession of the Vehicle
Perform a “once-around” check of the vehicle to
verify any existing damage to the vehicle
If existing damage is discovered, document the
damage on the office/cashier copy of
the parking ticket and notify the on-duty parking
manager (or designee) immediately
List the vehicle identification information (license
plate number, vehicle color,
vehicle brand) on the Valet portion of the parking
ticket, which will be kept at the
office/cashier station until the guest/visitor departs
Place the display portion of the parking ticket in the
appropriate place
Parking the Vehicle
Start the engine if the vehicle is not already runningQuickly familiarize yourself with the mechanisms that control the vehicle
Check the mirrors and clearances around the vehicle, turn the headlights on, andproceed to the designated lot with caution
While driving through the facility, maintain a safe speed (5-7 m.p.h. or slower ifconditions so warrant) and continue to watch for pedestrian and vehicular traffic
Select a space for storage, which will be convenient for retrieval based on the lengthof stay or time of departure
Once the space has been chosen, carefully back the vehicle into the space so thatretrieval of the vehicle can be accomplished in a timely and safe manner
Turn the lights and ignition off, lock the vehicle, and bring the keys with you as youexit the vehicle
If available, list the parking lot/garage section and space number that the vehicle wasparked in on the office/cashier station portion of the ticket
Store the portion of the parking ticket which will be kept at the office/cashier stationwith the keys
Secure the keys and ticket in a controlled and locked area that is NOT accessible tothe public
Retrieval of VehicleRetrieval of VehicleA guest calls ahead or return in person to the courtyard area when
they wish to retrieve their vehicle, they may also call from the room, or guest will return in person to retrieve their vehicle
The cashier will cross match the claim check portion of the ticket to the locator partof the ticket which is with the corresponding vehicle keys in the secure parking
office/cashier station
The Valet attendant will quickly and safely locate the vehicle in the parkinglot/garage by utilizing the locator portion of the ticket to the displayed portion of the
ticket, which is in the guests/visitors vehicle
The attendant will drive the vehicle, in the same safe manner that it was parked, to thevehicle return area of the JW Marriott (industry standard dictates that the acceptable
time for retrieval of the vehicle is no longer than ten minutes)
If the guest will be returning to the JW Marriott, leave the display portion of theparking ticket on the approved area (on the dashboard or rear view mirror)
Open the door(s) of the vehicle for the driver and passengers when applicable
Assist the guest/visitor with bags or luggage, if no bell person is available
If the guest/visitor is leaving and not returning, thank the guest/visitor for choosingthe JW Marriott Resort, and ask them to come back soon
Auto Damaged Claims:Auto Damaged Claims:The on-duty parking manager (or designee) should be notified immediately
The parking manager (or designee) will need to visually inspect the damage andcompare with any information that may have been documented during the “oncearound”
check when the vehicle arrived
Per parking company or JW Marriott Resort guidelines, the manager (or designee)will need to collect all of the pertinent information to document the claim
If the vehicle is inoperable, the parking manager (or designee) will then makearrangements for alternate transportation for the claimant (rental vehicle or taxi cab)Prior to the claimant’s departure, the parking manager (or designee) will provide theclaimant with the contact name and number of whoever will be processing the claim
Information either supporting or refuting the claim should be included in asupplemental note format that should be turned in to the claims processor with the
original claim report
Lost Keys:Lost Keys:The on-duty parking manager (or designee) should be notified immediately
The Parking Manager (or designee) will make a personal walk through the JWMarriott Resort parking lot with the attendant in an attempt to locate the keys
If the keys are verified to be gone, the manager will need to make notification, inperson and with an empathetic approach, to the owner of the vehicle
A local locksmith shall be called to have new vehicle keys made (if the vehicle is arental unit, the rental company should be contacted as an alternative)
While waiting for the arrival of the locksmith, per parking company or JW MarriottResort guidelines, the manager (or designee) will need to collect all of the pertinent
information to document the claim
If the claimant is unable to wait for a locksmith to arrive, the parking manager (ordesignee) will then make arrangements for alternate transportation for the claimant
(taxi cab)
Prior to the claimant’s departure, the parking manager (or designee) will provide theclaimant with the contact name and number of whoever will be processing the claim