15 MINUTE
SATISFACTION
GUARANTEE
Hébergement - Séjour (3)
ACCOR HOTELS - IBIS
Why have a Satisfaction
Guarantee
To
give a concrete answer to the Extraordinary Garden
Project (formely 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 nbr 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 for the service they are
not happy with as stated in ISO9001
This
It
contract is applicable 24 hours, 365 days a year
is best applicable in:
1.The
Heart of Ibis
2.Customer
Comfort
3.Messages
to Customers
4.Emergency
Situations
The Heart Of Ibis
This
is the cornerstone of the 15 minute guarantee (if we
get this right the rest should fall into place)
It
represents the minimum standard of comfort to which
all Ibis customers are entitled
Any
substandard performance automatically activates
the 15 minute guarantee
All
Ibis teams must ensure that this commitment is
fulfilled at all times
** Please refer to Heart of Ibis Manual**
Customer Comfort
Customer
expectations are often higher than as provided
for in the “Heart of Ibis” commitment: most customers aim
for additional comfort, such as easy access to personnel,
additional pillows, blankets
It
is important for hotels to give due consideration to
such expectations to ensure full customer satisfaction and
to gain an edge on its competitors
The
team will therefore have to adapt its attitudes and
behaviour according to the specific customers requests,
the quality of the hotel location
Message to Customers
The
contract applies when a message has not been
transmitted to a Customer
The
guiding principle is that a message addressed
to a Customer should always be transmitted
immediately
Emergency Situation
This
includes all problems and events not related to the
hotel but preventing Customers from fully enjoying their
stay
For
these problems the guarantee cannot apply
Eg,
Power failure, floods
Nevertheless,
these events should not be considered as
out of the scope of application, as the team should be
ready to give information and explanation to the
Customers
How to Measure the Results
Objective
– Measuring Customers perceptions of the 15
Minute Satisfaction Guarantee using various tools
There
are 2 areas to look at in this respect:
TOOLS
1.15
TO ASSESS THE QUALITY ASPECT OF THE CONTRACT:
Minute Log Book
2.Complaint
3.Customer
4.Team
letters
Interviews
Experience
5.Network
Information
How to Measure the Results
(cont)
TOOLS
TO ASSESS THE QUANTITY ASPECT OF THE
CONTRACT:
1.Number
2.Costs
of refunds
(involved in both room division or restaurant/bar
number of refunds extended)
What Degree of
Initiative/Who makes the
Decision?
Any
kind of initiative can be taken to find an immediate
solution in order to satisfy the customer
Anyone
confronted to a complaint or request made by a
customer must try to solve it personally or with the help of a
colleague and ensure follow-up of the case until the problem
is solved
When
a problem is solved, one must make sure that the
customer is completely satisfied prior to departure
Should
the problem not be solved, we must issue the
customer with an appropriate refund according to our
commitment to quality
What Degree of
Initiative/Who makes the
Decision? (cont)
It
must be possible for any member of staff to decide
whether or not to provide the customer with a refund (free
meal, free accommodation, free breakfast)
Issuing
the Customer with a refund must not be an ‘easy
way out’ since this will not necessarily satisfy the Customer
An
refund is issued on the basis of the complaint
OUR CUSTOMERS RIGHTS
We aim to provide our customers with full satisfaction and
recognise the folllowing:
1.
Their right to be liked
2.
Their right to be recognised
3.
Their right to receive an offer adapted to their needs
4.
Their right to freedom of choice
5.
Their right to benefit from reliable products and services
6.
Their right to understand our policy & the meaning of
the Ibis product
7.
Their right to be considered as sincere in all
circumstances
8.
Their right to have their interests protected
9.
Their right to trial and error
10.
Their right to be ……………. surprised
TEAM SPIRIT
OUR AIM
To make profit and distribute it fairly, whilst respecting the
customer
OUR CONVICTION
To
be regarded as the best by our Customers and to be a
point of reference within our professional environment
To
be proud of our products and our services and their
quality
To
give each of us the opportunity to progress within a
growing team
To
be dynamic, flexible, looking out for our Customers
needs and for the market’s movements
TEAM SPIRIT (cont)
OUR PROFESSIONALISM
To
abide by our commitments
To
develop our abilities
To
act in the best way possible at all levels
To
make decisions and be sure they are carried out
To
plan and follow up on all our actions
TEAM SPIRIT (cont)
OUR WAY OF LIFE
To
listen to our associates, respect them, hold discussions
with them and be honest
To
feel responsible, to be loyal and to work as a team
To
pass on information and ensure clarity
The
right to train and to be trained
To
welcome trial and error and constructive criticism when
new ideas are suggested
To
be autonomous as far as rules are concerned
……………….
And a good sense of humour
Ways to Evaluate the
Customers Satisfaction within
your hotel
FACE TO FACE WITH THE CUSTOMER
During their stay, talk with the customer on a one to one
informal basis
At the time of checkout – “Did you have a nice stay”
If they have complained, still ensure satisfaction
INDIRECTLY VIA CUSTOMER
Survey:
List of questions in bedroom regarding topics
Suggestions
Visitors
Letters
/ ideas book
Book
of compliment / complaint
Ways to Evaluate the
Customers Satisfaction within
your hotel (cont)
INDIRECTLY VIA HOTEL
Increase
of turnover / bedroom
Increase
of room occupancy
Increase
of market share
Increase
of sales of Ibis card
Results
(Quality Audit, etc)
Number
of Refunds given to customers
ADVICE……………………..
KEEP AN EMERGENCY 15 TOOL KIT
Tool
Box, Screw Drivers
Fuses,
Bulbs, Telephone, TV Remote
Batteries,
Extra
Cables, Kettles, Extra Pillows
blankets, soap, linen
15 MINUTE GUARANTEE LOG BOOK
Of
each defect reported
Time
If
reported
achieved
Amount
Action
of refunds
Plan according to reoccuring problems