华美达质量管理及评估手段.pptVIP

WELCOME TO 2 Q A 2QA-Two Questions Approach 2QA-问客人的两个问题 欢迎加入2QA的讨论 第一页，共四十一页。 Ramada Quality Control Evaluation Tools 华美达 质量管理及评估手段 Ex. C.E.E.D 2QA 第二页，共四十一页。 Objectives of 2QA Objective 1: A mandatory program at all Ramada International Hotels Resorts. 目标1：所有华美达国际酒店的指定项目。 Objective 2: The information you collect while applying 2QA will not only help you in better serving your guests but will help Ramada International in determining necessary changes to react to market requirements. 目标2：运用2QA收集信息，不仅能帮您更好地服务客人，而且能帮助华美达国际在适应市场需求而作出相应变化方面做出正确的决策。 第三页，共四十一页。 Objective of 2QA Objective 3: All hotels follow a standardized method in order to achieve a uniform set of results. 目标3：为达到统一的目标，使酒店遵循一个标准的方案。 Objective 4: it will be possible to compile accurate deficiency/guest feedback reports both at hotel level and at the Corporate Regional office. 目标4：不仅可以以酒店为单位，或者以集团区域办公室为单位，来准确汇集酒店的不足及客人的反馈信息。 第四页，共四十一页。 2 Q A Question 1 During your stay with us, what have you observed that we can improve? 当您光临我们酒店时，您发现有何改进之处？ We are not asking whether or not the guest is satisfied with but what can be improved. 我们并不是在问客人他是否感到满意而是有何可改进之处。 第五页，共四十一页。 Question 2 During your stay, which hotel employee (if any) has provided you with above average service? 当您光临酒店时，您是否觉得有员工服务特别突出。 We want to obtain feedback on outstanding performance of certain employees for recognition. 我们想收集来自对员工优质服务认可的客人反馈。 第六页，共四十一页。 Guest Feedback客人的反馈 On-property questionnaire - Guest Comments Form 酒店内的宾客意见卡 Phone surveys - Courtesy call by GSO.电话调查 Mail-in questionnaires 发信件问卷 TV surveys(in-house television)电视调查（酒店内部电视网络） 第七页，共四十一页。 Experience tells us that in the event a guest chooses to fill out a Guest Comments Form, he/she is either extremely satisfied (and feels that management should know about what has been done right) or extremely dissatisfied and that management needs to know what has gone wrong. 经验告诉我们如客人填写意见卡，他/她要么是非常满意酒店的服务（感觉到酒店管理层需知到哪些地方做得好），要么是非常不满意（酒店管理层需知到哪些地方做得不好）。 第八页，共四十一页。 Guest Feedback Num