qa standards of marriott

Documentation & Q.A Standards at different Stages of Guest Cycle in Marriott Islamabad.

Qasim Ali

Introduction

Largest Brand in the Industry. Offer lodging facility in 68 countries. Marriott has 2 branches of 5 Star luxury

Hotel in Pakistan.

Visit to Marriott

Group members visited Marriott Islamabad. Traditional Organization structure. Director H.R (Ms. Hoor Zamaan). Referred to F.O.M (Mr. Rizwaan Saeed).

Target Customers

VIPs of the country. Bureaucrats, Ministers, CEOs and

Foreigners. Repeat Guests behavior(93 % are repeat

customers)

Hierarchy of Front OfficeFront Office Manager

Asst. Front Office Manager

Guest Relations Manager

Business CentreManager

AYSManager

ReceptionShift In-charge

BellCaptain

TransportManager

ProtocolOfficer

Guest Relation Officer

AYSOfficer

Business CentreExecutive

ReceptionGSO

AirportGSO

DriverBellBoy

DoorMan

Duty Manager

Book ShopSupervisor

Types of Guests

Free Independent

Travelers. In house Guests.

Pre-Arrival

Making a Reservation.• Online (via web site)• Over the Phone

• Marriott uses Marsha Reservation System.• Integrates entire enterprise reservation.

Example: A person can make reservation of any Marriot (L.A) from Islamabad.

Making an Online Reservation http://www.marriott.com/hotels/travel/isbpk-islamabad-marriott-hotel

Making a Phone ReservationsQ.A Standards

Introduction: The phone is answered in 3 bells or 10 seconds with

greetings and department name is identified. Guest name is not obtained in the first place, therefore spellings

are not verified Using caller name during the interaction is not a standard

Reservation Standards at Marriott

Basic Information: Guest arrival and departure dates are asked

Number of guests is not inquired Guest is not asked if they have stayed in Marriott before Purpose of visit is also not asked


Room Type & Rates: If rooms are available, the guest is offered room type

and rates

The guest is asked if they would prefer a smoking or non-smoking room General preferences of guest are not asked


Guest Contact Information & Mode of Payment:

The last name of guest is obtained The guest is asked for their contact number Guest is asked for credit card number If the guest chooses cash as mode of payment, he/she is

told politely that it is totally fine. Guest’s first name is repeated


Reservation Policies & Additional Services: Cancellation policies and penalties are not explained

Guest is asked about expected arrival time Transport facility is shared with the guest

Any other hotel facility is not promoted


Repeating Details of Reservation: After the completion of reservation, details previously

obtained are repeated for confirmation. Details included are: Dates and days of arrival & departure Number of room nights Room type and rates (Deluxe for Rs.16,500)


Providing Confirmation Information & Ending Call

Guest is provided with confirmation/booking code over the phone (e.g. 1350964) Confirmation is not sent to guest via mail Agent does not offer name to guest for further assistance

It is ensured that caller would hang up first, before the agent disconnects.

Arrival Airport counters for In-house guests. Security clearance at hotel. Door man opens the door. G.R personnel's guides guests towards reception. Receptionist welcomes the guests. If the reception is busy? Reception form is generated. Reception Generates Comment’s sheet to other

functional departments.

Q.A Standards The standard time for check-in at reception in 1:30 min to 2:00 min

according to Marriott Int standards. Luggage tags are necessary at concierge according to the Marriott

standards with the information of guests. Bell boy takes luggage in a trolley. As 93% guests in Marriott are repeat guests so they are not escorted

towards room. But new guests are escorted towards room. There is no hard and fast rule of footsteps while escorting guests towards

room. Hotel orientation is always given to guests but not in case of frequent repeat

guests. G.R escorting guests towards room must interact with guests. Room keys are demonstrated, but not in case of frequent repeat guests. Room orientation is given always, but not in case of frequent repeat guests.

Cont Room orientation must include

Where to access internet? Where is mini bar? Where hair drier located?

Emergency exit is showed to new guest, but not in case of frequent repeat guests.

If guest refuses to take orientation, then the person giving orientation leaves the room after offering services such as tea, alcohol and coffee.

Complementary offering are not always mentioned. G.R personnel escorting, must always take names as many time as

possible e.g. Mr. Smith. No hard and fast rule of taking name once during escorting process or addressing guests by Sir or Madam.

Laundry form is not given because reservation card also includes laundry. But if guest requires additional laundry then laundry invoices are posted towards room, without any form.

G.R personnel must mention their name in the end of room orientation while leaving a room, if preferable can give their business card.

Occupancy

Guests avails all the facilities of hotel. Guests problems and issues are resolved. Guests accounts are maintained. House Keeping department is active. Marriott uses OPERA system to maintain

accounts to ignore documentations. OPMS system is connected with OPERA.

Q.A Standards For H.KEntering a Guest Room

F.O is notified before house keeping via OPMS system. Time of house keeping is 4:00 pm to 6:00pm in the evening. Bell is ringed twice before entering the room as per Marriott Int.

Standards. House keeping employee announces house keeping before

entering guest room. A sign of ‘Room Being Serviced’ is put on the door handle or

electronic LED notification in executive lodging. If ‘Do Not Disturb’ sign is on the room side then they don’t ring the

bell, but just call F.O. If room is occupied, the house keeping employee greets the guests

asking when it’s suitable to service their room. All windows and curtains are opened before cleaning a room.

Cont

Maintenance Light switches and internet access point are tested

via tester. Bulbs that are not working are replaced A.C and heating system of room are checked. If not

working, Engineering Department is called. Missing amenities are replaced. Closet is checked for hangers: 4 plastic and 2

wooden. Furniture is examined.

Cont

Collect Trash and Dirty Linen

Jewelry and confidential items of guests are not supposed to be touched.

Ashtrays are wiped clean in smoking rooms. All wrappers lying on the floor are collected. No hard and fast rule for clockwise or anti clockwise movement

around the room. Clothes lying in the room are neatly folded. All trash should be but in the trash bags. Bed is made in a clean and tidy manner using clean bed sheet with

no wrinkles. Old linen is replaced with new one. Bathroom accessories are upgraded: Shower cap, Dental kit,

Shaving Kit.

Cont

Cleaning the Room

Different cloths and cleaning solutions are used for dusting different surfaces.

Old magazines and promotional directory of hotel are replaced with new ones.

Stationary items are replenished. Laundry bags are replaced. Room bar is checked and if unfilled, dinning centre is

called for up gradation of beverages.

Departure

Guests are ready to check-out. Payment’s are made. Room status is updated. Guests history is recorded. Experience form.

Q.A Standards

Check out guest not in presence of guests. Bell boy from concierge takes luggage in a trolley

towards valley parking, if guests are FIT. G.R personnel must come from back and greet

guests and escort them towards gate or valley if guests are VIP.

Always address guest by their names. Ask them about their experience in hotel. No hard and fast rule of 3 footsteps before guest.

CONCLUSION

Due to its luxurious offerings, it is a centre of attraction for the executive class in the country’s capital. Marriott has world class SOP’s for quality assurance in their entire operation. Marriott Islamabad uses state of art technology to integrate their different functional departments and minimize documentation. It may be concluded that there are both similarities and differences in standards followed at Marriott Islamabad and standards of LHWs.

Questions?

Special thanks to Ms. Farhat Husaam Sect G.M Marriott Islamabad.

qa standards of marriott

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