1、COMPLIANCE AND QUALITY CONTROL INTRODUCTION 2004 InterContinental Hotels & Resorts Brand Standards Page 1-1 COMPLIANCE AND QUALITY CONTROL 1 COMPLIANCE AND QUALITY CONTROL 1.1 INTRODUCTION ? PAGE 1-1 1.2 MEETING THE STANDARDS ? PAGE 1-1 1.3 MEASUREMENT AND AUDITS ? PAGE 1-3 1.4 FAILURE TO COMPLY ? P
2、AGE 1-5 1.5 ASSISTANCE ? PAGE 1-5 1.1 INTRODUCTION QC001 All InterContinental hotels will comply with all the standards that are described in this manual and as set out in the individual licence agreement. QC002 InterContinental Hotels & Resorts standards may at times be inconsistent with local law,
3、 or local law may prescribe a different standard. Hotels must conform to the requirements of all regulatory authorities having jurisdiction, or meet Licensor standards, whichever are the more stringent. QC003 These requirements will be enforced in accordance with the quality evaluation procedures of
4、 the InterContinental Hotels Group. 1.2 MEETING THE STANDARDS InterContinental Hotels & Resorts operates hotels that are distinctive and give a sense of individuality. While there may be some signature elements that are repeated throughout the chain, InterContinental hotels will not adopt the chain
5、approach to providing standard, carbon copy design solutions for our hotels. Each property has a different architectural style reflecting a sense of place, while ambience and service style will reflect and relate to the geography and culture of the location. However, consistency of the brand essence
6、 is vital if the brand is not to be diluted and this consistency is undermined whenever an individual hotel fails to meet a standard. COMPLIANCE AND QUALITY CONTROL MEETING THE STANDARDS Page 1-2 2004 InterContinental Hotels & Resorts Brand Standards COMPLIANCE AND QUALITY CONTROL QC004 Hotels will
7、comply with the following criteria for meeting standards: If a standard specifies a minimum on a scale of measure, then the hotel will meet or exceed that minimum. An example of this is a corridor width. If a standard specifies a minimum but not on a scale of measurement, for example, minimum decora
8、tion finish to stairwells, then it may be possible to exceed this standard, but hotels will not apply their own interpretation of exceeding. Written approval from InterContinental Hotels & Resorts is required and may be requested during a quality audit. If a standard uses the word optional then hote
9、ls are at liberty to either adopt it or not, depending upon local market conditions. However, if an optional standard is adopted all standards that apply to that standard should be observed in full. If a standard mentions recommended, desired or preferable then hotels should help to protect and buil
10、d the InterContinental Hotels & Resorts brand by installing or practising this standard; but it is not compulsory to do so. If the Standards Manual does not mention a major facility or service, that does not imply hotels have carte blanche to decide whether or not to install such a facility or servi
11、ce. Hotels will consult InterContinental Hotels & Resorts for a decision and approval. If a standard refers to a branded consumer product, the product will be a well-recognised, up scale and reputable international household brand. QC005 Hotels must be aware of local regulations and codes, such as t
12、hose that may apply to requirements for disabled travellers. Where such a regulation or code demands a higher standard than that laid down by InterContinental Hotels & Resorts, hotels must always meet the higher standard. QC006 In some locations, hotels may need to meet standards that enable them to
13、 obtain star rating. Where such a requirement demands a higher standard than that laid down by InterContinental Hotels & Resorts, hotels must meet the higher standard. COMPLIANCE AND QUALITY CONTROL MEASUREMENT AND AUDITS 2004 InterContinental Hotels & Resorts Brand Standards Page 1-3 COMPLIANCE AND
14、 QUALITY CONTROL 1.3 MEASUREMENT AND AUDITS Pre-opening audit/process QC007 Every hotel will receive a quality audit prior to opening and will achieve a prescribed threshold score before being permitted to open. The audit will be completed by the relevant Regional Executives, for example, Fire and L
15、ife Safety, Property, HR, IT. Quality audits QC008 An audit to determine the level at which InterContinental Hotels & Resorts standards are maintained and complied with will be carried out in each hotel at least once every year. The audit will be self-administered by the hotel and the results report
16、ed to InterContinental Hotels & Resorts through its dedicated web site. From time to time InterContinental Hotels & Resorts may also conduct unannounced additional audits, using the same methods and criteria as the self-administered audit model. Hotels may also be required to carry out self-administ
17、ered audits of different aspects of the hotel operation, concentrating on separate departments or disciplines within the hotel. These partial audits may be performed every three months, and will be required to show what corrective action is taken where deficiencies are shown. QC009 If an annual audi
18、t, whether self-administered or not, results in an unsatisfactory level of compliance, the hotel will be responsible for presenting a Management Action Plan (MAP) to InterContinental Hotels & Resorts within 30 days of the audits submission. Once the corrective Management Action Plan has been approve
19、d, the deadlines and actions contained within it will be considered binding. Any failure either to present the plan within 30 days of the audit or to execute the Management Action Plan may lead to the termination of the hotels licence. Guest Satisfaction Tracking System (GSTS) QC010 All InterContine
20、ntal hotels will participate in InterContinental Hotels & Resorts Guest Satisfaction Tracking System and will implement the system in accordance with InterContinental Hotels & Resorts specifications. The GSTS measures and monitors guests satisfaction with their stay, and is a mandatory programme for
21、 all InterContinental hotels. COMPLIANCE AND QUALITY CONTROL MEASUREMENT AND AUDITS Page 1-4 2004 InterContinental Hotels & Resorts Brand Standards COMPLIANCE AND QUALITY CONTROL The information gathered from guests during their stay is based on questions that may vary from Region to Region. Notwith
22、standing these variations however guests will always be asked for answers to the following core questions: What is their overall satisfaction with the hotel? Do they intend to return? Would they recommend the hotel to anyone else? Would they choose to stay at another InterContinental hotel, based on
23、 their stay? Other specific levels of satisfaction with different aspects of the guests stay may also be measured through the same system. The results and information will be used to create improvements and maintain standards throughout InterContinental hotels. ? For details of the requirements and
24、operation of the GSTS system, refer to the Regional GSTS Implementation Guidelines Quality control QC011 All InterContinental hotels will develop a systematic quality control programme to ensure that guest services are delivered in accordance with the requirements, and facilities are presented and m
25、aintained in excellent condition. The quality control programme must include the elements as described below: Management Quality Inspections At least two members of the management staff will conduct formal, systematic inspections of all public areas and at least 25% of guestrooms each month. Inspect
26、ions may be carried out independently. Analysis The hotel will analyse the available data to determine trends and to establish priorities for corrective action. This data will come from sources such as, but not limited to, Quality Evaluations, Mystery Guest Reports, locally conducted inspections, lo
27、cally maintained guest complaint logs, GSTS Reports. COMPLIANCE AND QUALITY CONTROL FAILURE TO COMPLY 2004 InterContinental Hotels & Resorts Brand Standards Page 1-5 COMPLIANCE AND QUALITY CONTROL Corrective Action The hotel will determine the specific corrective action and follow up any deficiencie
28、s. The corrective action process will include identification of an individual responsible for completion of the actions with appropriate deadlines. Prompt corrective action of unfavourable trends often prevents major guest dissatisfaction and has a positive influence on quality results. Preventative
29、 Maintenance The hotel will have a preventative maintenance programme that includes a rolling detailed maintenance inspection of each guestroom and all public areas. Every area, including every guestroom, will be inspected at least once every four months. Documentation The hotel will document every
30、inspection, analysis and corrective action. InterContinental Hotels & Resorts will review the documentation during the quality audits. A Preventative Maintenance Master Document will be available. 1.4 FAILURE TO COMPLY QC012 A Licensors Licence Agreement may be terminated upon notice (or at the earl
31、iest time permitted by applicable law) if the Licensee knowingly fails to comply with the requirements of the License and/or the Brand Standards Manual, where such failure affects the safety, security or privacy of guests at the hotel, or the reputation of the management, employees or operation of t
32、he hotel, or significantly adversely reflects upon the Licensor, the hotel, or its parents, subsidiaries and/or affiliates in any way. 1.5 ASSISTANCE For assistance with any aspect of the interpretation of the standards hotels may contact their local InterContinental Hotels Group offices at the following email addresses. stds- stds- stds- COMPLIANCE AND QUALITY CONTROL ASSISTANCE Page 1-6 2004 InterContinental Hotels & Resorts Brand Standards COMPLIANCE AND QUALITY CONTROL
