宜必思酒店15条宾客满意.ppt

* 15 MINUTE SATISFACTION GUARANTEE ACCOR HOTELS - IBIS Why have a Satisfaction Guarantee To give a concrete answer to the Extraordinary Garden Project (formerly Ibis 2003 Corporate Project) 4th Concept: ‘Win over Satisfy our Customers’ To ensure that our Customers level of expectation concerning quality is satisfied To comply with ISO 9001 requirements in terms of standard of quality across all the network To gain market shares on our competitors by daring to be different To decrease the number of complaints sent to Head Office (costly) by solving the problem on the spot To generate feedback from the customers to understand our mistakes Can be used as a Marketing Tool To improve our Quality of Service Delivery Why (cont.) To emphasize the Spirit of Service which includes: To enjoy pleasing helping our Customers To treat each Customer as an individual and make them feel that they are unique by giving priority to their problems To be ready to commit ourselves and to believe in what we are doing What is a Good Satisfaction Guarantee? The means to solve a problem by providing the Customer with a means of expressing his dissatisfaction It must be without any condition: either a guest is satisfied or not! It must be easy to understand and to communicate It must be well backed up: it must reflex on the aspects service that are essential to our customers and offer concrete remedies It must be easy to put forward: a Customer must never be left with the impression that he/she is guilty It must be easy to apply: the procedure to follow must be easy and if possible immediate It empowers the guest as well the employee and encourages guest feedback to allow us to work on the preventive in the future What is Ibis 15 Min Satisfaction Guarantee? All Ibis Customers must be satisfied with their stay in our hotels If the Customer experiences a small problem we may be responsible for which we cannot solve within the 15 minutes, he/she will be refunded