Audit marketing

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 DEFAULTPROCESSES 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
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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%. Ourcompetitive 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....continued on next page

D. Richey International Scores, October 2009 to September 2010 with Competitive Set Data

Asia Comp Set 78% 78% 80% 80% 79% MOHG 80% 75% 81% 80% 79%

Front Desk Housekeeping Food & Bev Spa Total Hotel

The Americas Comp Set MOHG 78% 81% 76% 73% 80% 77% 81% 84% 79% 77%

Europe Comp Set MOHG 77% 85% 80% 79% 81% 83% 76% 78% 80% 82%

Worldwide Comp Set MOHG 78% 81% 78% 75%80% 80% 80% 81% 79% 79%

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LQE Results
...continued Year-to-date, Asia has the highest average LQE and Richey scores at 69% and 78.6%, respectively. Europe is in close pursuit with their LQE score at 64% and Richey score at 77.3% score. The Americas region is currently 10.3 percentage points behind Asia in LQE scores and 3.3 percentage points in Richey score with fourmore hotel audits to be conducted.

“Yes/No” Report
We have run an LQE “Yes / No” report for the thirteen hotels which have so far been evaluated which can be referenced via MONET (and filtered by your department) at; http://monet/sites/operations/lqe/Heavyweight%20LQEs/Forms/AllItems.aspx The report is very simple; it summarises the LQE “Yes / No” scores of the thirteen hotels so far audited.100% score means all hotels fulfilled this standard. 0 % means none of the thirteen hotels met this standard. To make it more interesting, we have highlighted all LQE’s which are considered “heavyweights” and count much more towards your overall scores. The following chart shows the distribution of these heavyweight LQE standards. The positive news is that we have a higher distribution of “Yes”scores in the top end.
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“Yes/No” Report
...continued Clearly, there is still much room for improvement. Some LQE’s that stand out as needing attention across all departments are as follows;
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We will carefully watch and listen to each guest so that we can understand and anticipate their needs, and respond in a timely manner Warmly...