15 MINUTE SATISFACTION GUARANTEE

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15 MINUTE SATISFACTION GUARANTEE
ACCOR HOTELS - IBIS
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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

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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

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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

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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 contract is applicable 24 hours, 365 days a
  year
• It is best applicable in
• The Heart of Ibis
• Customer Comfort
• Messages to Customers
• Emergency Situations

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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

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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

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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

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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

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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 TO ASSESS THE QUALITY ASPECT OF THE
  CONTRACT
• 15 Minute Log Book
• Complaint letters
• Customer Interviews
• Team Experience
• Network Information

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How to Measure the Results (cont)

• TOOLS TO ASSESS THE QUANTITY ASPECT OF THE
  CONTRACT
• Number of refunds
• Costs (involved in both room division or
  restaurant/bar number of refunds extended)

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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

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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

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OUR CUSTOMERS RIGHTS

• We aim to provide our customers with full
  satisfaction and recognise the folllowing
• Their right to be liked
• Their right to be recognised
• Their right to receive an offer adapted to their
  needs
• Their right to freedom of choice
• Their right to benefit from reliable products and
  services
• Their right to understand our policy the
  meaning of the Ibis product
• Their right to be considered as sincere in all
  circumstances
• Their right to have their interests protected
• Their right to trial and error
• Their right to be . surprised

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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 markets movements

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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

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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

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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 / ideas book
• Visitors Book
• Letters of compliment / complaint

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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

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ADVICE..

• KEEP AN EMERGENCY 15 TOOL KIT
• Tool Box, Screw Drivers
• Fuses, Bulbs, Telephone, TV Remote
• Batteries, Cables, Kettles, Extra Pillows
• Extra blankets, soap, linen
• 15 MINUTE GUARANTEE LOG BOOK
• Of each defect reported
• Time reported
• If achieved
• Amount of refunds
• Action Plan according to reoccuring problems