Calidad en el servicio

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  • Publicado : 17 de junio de 2011
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be ready

Stay Real Service Culture

be loved

hotels guests love take action


An essential element of repositioning the Holiday Inn and Holiday Inn Express brands is to clearly articulate the critical role service plays in success. Our new global brand service proposition for our guests is to Stay Real through genuine people delivering real service. To keep that promise,we have developed a branded guest experience to be delivered at every Holiday Inn and Holiday Inn Express hotel in conjunction with the new product hallmarks and signage elements. This holistic approach will strengthen the brand and ensure we are ready for the future. Guest Experience Champion (GEC) The hotel will need to identify a team member as the Guest Experience Champion (GEC). This personwill be the heart and soul of the Stay Real Service Culture. We have included a role description identifying the core competencies of a GEC in order to help you select the right individual for the role. Regional Training Event The GM and the GEC will need to attend a regional training event. This training will introduce the Stay Real Service Culture and prepare the GEC for the responsibilities thatcome with their new role. The GM and GEC will attend the Leading the Guest Experience workshop together on a Monday and Tuesday, and the GEC will stay an additional 3 days to attend the GEC Boot Camp from Wednesday through Friday. On-Site Hotel Training Following the regional training events, the GEC will be responsible for facilitating training events for their managers and team leaders, who inturn will be responsible for training their teams. These multiple training events will take place over a few weeks. Depending on the number of team members, this will require a commitment of approximately 30-50 hours of training time. • All hotel managers/team leaders will need to attend a 2-day session held on property that will be led by the GEC. • All hotel employee associates will need toattend a series of five 1-hour training sessions led by their managers/team leaders. • Training materials will be provided in English. Spanish materials will be provided upon request • The hotel will need to allocate dedicated time for all team members to attend the training events and is responsible for any payroll implications. • Once the hotel is ready to begin their on-site training, they willreceive a timeline of when the sessions should be completed and guidance on how best to communicate their progress to their dedicated Culture Consultant.


L eading the G ues t E xperienc e Audience: G Ms and Champions Timing: 2 days C hampioning the G ues t E xperienc e Audience: G uest E xperience Champions Timing: 3 days

L eading the G ues t E xperienc e Audience: Managers/T eamLeaders Timing: 2 days

Delivering the G ues t E xperience Audience: E mployees Timing: 5 x 1 – 1 hour sessions

Partnering with IHG As part of our evaluation process, we will ask each hotel to share certain evaluation data. This may include: • Employee Engagement Surveys issued pre- and post-training to all hotel staff. • Enhanced GuestView Surveys with new service experience related questions.• Brand Culture Assessment to evaluate the implementation and immersion of service culture within the hotel. • Anonymous Service Audits conducted by IHG and/or 3rd party vendor. • Weekly calls between the GEC and their Culture Consultant to discuss the progress of the training events. • The Culture Consultant may visit the hotel to observe and/or coach with the training events and successfulabsorption of the service behaviors. • The Culture Consultant will visit the property and conduct a follow-up meeting with the GM and GEC 3-4 weeks following the completion of the employee training events. • The hotel agrees to provide the Consultant with complimentary overnight accommodations as needed.


Guest Experience Champion Role Description
The Guest Experience Champion plays...
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