Quality

O CTO BE R

V OL UM E 2

2010

focus
In This Issue
       LQE Results Yes/No Report Synovate Guest Advocacy Survey Results Problem Solving Technology Best Practice Exchange Complaint Handling Quote Corner

Quality is never an accident; it is always the result of intelligent effort.
John Ruskin, English writer and poet 1819-1900
WELCOME TO OUR SECOND EDITION OF “QUALITY FOCUS” - MANDARIN ORIENTAL HOTEL GROUP’s NEWSLETTER DESIGNED TO KEEP US UPDATED ON THE LATEST QUALITY TRENDS, RESULTS AND TO SHARE BEST PRACTICES. MUCH HAS HAPPENED SINCE OUR FIRST EDITION BACK IN JULY AND WE ARE NOW AMIDST OUR BUSIEST SEASON OF THE YEAR. THIS IS ALSO THE TIME WHERE OUR SERVICE PROCESSES ARE PUT TO THE TEST. HANDLING SERVICE FAILURES, TRACKING, ANALYSING AND IMPROVING DEFAULT PROCESSES BECOMES EVEN MORE IMPORTANT DURING BUSY PERIODS. WE TRUST THAT SOME OF THE TIPS AND BEST PRACTICES IN THIS NEWSLETTER WILL BE HELPFUL TO YOU AND YOUR TEAMS. WITH BEST WISHES FOR A SUCCESFUL LAST QUARTER ANDREW HIRST
Page 1
1

Quality focus
LQE Results
Since our last newsletter six more hotels have been audited by D. Richey International MOBCN, MOBOS, GLMFM, MOSAN, MOMNL and MOPRG. This now brings our LQE company average score to 65.5%. However, there are eleven more audits to be conducted and we have great hope that the average can still be increased to our goal of 73%. Nine of the thirteen visited hotels have increased their LQE scores over their score last year, three hotels decreased. Our group-wide year-to-date D. Richey International score is currently 77.5%. Our competitive Richey International score over the last twelve months (October, 2009 to September, 2010) is looking promising. With continued focus and attention we could bypass our competitive set in almost all areas. One area which continues to score below our competitive set remains Housekeeping. Europe is slightly ahead. Asia and The Americas are falling behind and require special attention.