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
Reservation Standards at Marriott
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
Reservation Standards at Marriott
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 Standards at Marriott
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
Reservation Standards at Marriott
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)
Reservation Standards at Marriott
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.