1、 GLOBAL CONNECTIONS 2.1 WorldLinkTM IMPLEMENTATION GUIDE July 2002 (updated 2004) 2. GLOBAL CONNECTIONS 2.1 WorldLinkTM 2002 InterContinental Hotels & Resorts (updated 2004) 1 Contents Page 2 2 2 2 3 3 3 5 6 6 7 8 9 10 15 15 16 18 19 20 20 20 21 21 21 22 Introduction Concept Definition Benefits What
2、 Is It? Product Standards Service Standards Operational Procedures The Implementation Process Key Activities Impacts On Departments Key Players and Roles Job Descriptions Training Implications IT Changes Additional Equipment and Collateral Required Purchasing and Sourcing Internal Communication Time
3、 Frame Financial Implications Revenue Costs Measuring Success People Service Profit 2002 InterContinental Hotels & Resorts (updated 2004) This manual contains confidential and proprietary business information and trade secrets and remains the property of InterContinental Hotels & Resorts. This manua
4、l may not be reproduced or distributed, in whole or in part, without prior written permission of InterContinental Hotels & Resorts. The recipient of this manual shall maintain the confidentiality of such information and secrets and shall return this manual and any copies to InterContinental Hotels &
5、 Resorts upon demand. 2. GLOBAL CONNECTIONS 2.1 WorldLinkTM 2002 InterContinental Hotels & Resorts (updated 2004) 2 Introduction Concept Small Initiatives - BIG OPPORTUNITY This small but important product enhancement creates a point of difference for InterContinental. It demonstrates that we unders
6、tand the needs of the business traveller. It demonstrates that WE KNOW WHAT IT TAKES. Definition Every guestroom will be provided with a distinctive, branded, power transformer, plug point array and phone jack adapter with a clock that reflects two time zones, allowing guests easy use of electrical
7、/ electronic appliances brought from home in the comfort of their hotel room. Benefits The benefits of the power and data connector are two-fold: 1. It will eliminate the need for guests to travel with additional plugs and connectors to power to their electrical appliances (computers, battery charge
8、rs, mobile phones etc.). 2. It will ensure that guests can connect their equipment quickly and easily, wherever they are in the world, and as their time is precious, we can help them make the most of it. IMPORTANT: The name and existence of WorldLinkTM must be treated confidentially. This guide must
9、, therefore, have limited distribution, and should UNDER NO CIRCUMSTANCES be allowed to venture outside the hotel. 2. GLOBAL CONNECTIONS 2.1 WorldLinkTM 2002 InterContinental Hotels & Resorts (updated 2004) 3 What Is It? Product Standards ? WorldLinkTM will need to be properly connected to the wall
10、mounted power-socket and the telephone line. The telephone line will be hard wired, whereas the power plug will simply be plugged into the socket. The manufacturer will provide all hotels with country specific plugs. WorldLinkTM will also have broadband capability. Service Standards ? The Room Atten
11、dants will ensure that WorldLinkTM is properly positioned and cleaned on a regular basis. They will also report any WorldLinkTM found defective. ? All defective WorldLinkTM will need to be replaced with one of the spares. 2. GLOBAL CONNECTIONS 2.1 WorldLinkTM 2002 InterContinental Hotels & Resorts (
12、updated 2004) 4 Flow Chart Hotel Hotel Guest Hotel Hotel purchases a sufficient number of WorldLinkTM for all guestrooms. Hotel installs WorldLinkTM in all guestrooms. Hotel installs broadband in all guestrooms. Guest enjoys the service and is prompted to increase loyalty to InterContinental. Hotel
13、determines placement of WorldLinkTM on the desk in guestrooms. Hotel promotes the WorldLinkTM. Guest connects their electrical appliances and if required, can connect their computer to the phone data point. 2. GLOBAL CONNECTIONS 2.1 WorldLinkTM 2002 InterContinental Hotels & Resorts (updated 2004) 5
14、 Operational Procedures ? Hotel purchases a sufficient number of WorldLinkTM for every guestroom. ? Hotel installs broadband in every guestroom. ? Hotel determines the placement of WorldLinkTM in each room. Where possible, WorldLinkTM should be placed on the desk, next to the phone. ? Hotel installs
15、 WorldLinkTM in all guest rooms. ? Hotel promotes the WorldLinkTM. No additional collateral is necessary since an LCD panel located on top of WorldLinkTM will display instructions for use, however staff should be informed on the features and operation of the unit so that guest questions can be answe
16、red. ? Guest connects their electrical appliances and if required, can connect their computer to the phone data point. 2. GLOBAL CONNECTIONS 2.1 WorldLinkTM 2002 InterContinental Hotels & Resorts (updated 2004) 6 The Implementation Process Key Activities ? Hotel places order for WorldLinkTM. ? Gener
17、al Manager and ICON Champion familiarise themselves with contents of CD Rom. ? General Manager and ICON Champion review current status against required deadlines and assess areas where action is required. ? General Manager briefs key players. ? Using the Implementation Guide, key players formulate a
18、 step-by-step Action Plan detailing exactly how WorldLinkTM will be installed. ? Action Plan agreed and finalised. ? WorldLinkTM delivered to the hotel (hotels will be advised 4 weeks prior to arrival of the shipment). ? Installation process begins. ? Staff are trained on the features and operation
19、of the units. ? WorldLinkTM is installed in every guest room! 2. GLOBAL CONNECTIONS 2.1 WorldLinkTM 2002 InterContinental Hotels & Resorts (updated 2004) 7 Impacts on Departments Staffing After the initial installation, the introduction of WorldLinkTM will have no effect on staffing. Organisation an
20、d Reporting The introduction of WorldLinkTM will have no effect on the organisation or reporting of any department. 2. GLOBAL CONNECTIONS 2.1 WorldLinkTM 2002 InterContinental Hotels & Resorts (updated 2004) 8 Key Players and Roles General Manager Directs the activities of the key players. Chief Eng
21、ineer Acts as ICON Champion. Takes responsibility for installing WorldLinkTM. Front Office Manager Takes responsibility for drawing up an installation schedule that takes into consideration the availability of guestrooms. Executive Housekeeper Responsible for ensuring that the Room Attendants are aw
22、are of WorldLinkTM, and position it correctly when cleaning the room. IT / Systems Manager Responsible for assisting with trouble-shooting and guest queries. Financial Controller Responsible for all financial transactions. 2. GLOBAL CONNECTIONS 2.1 WorldLinkTM 2002 InterContinental Hotels & Resorts
23、(updated 2004) 9 Job Descriptions It is suggested that the following changes be made in order to reflect the employees new responsibilities and tasks more accurately: NEW RESPONSIBILITY NEW TASKS Chief Engineer Responsible for ensuring that WorldLinkTM is correctly installed and maintained Follows m
24、anufacturers instructions on installing and maintaining WorldLinkTM Ensures that the Engineering team is trained on installation and trouble-shooting of units Arranges the replacement of any missing or damaged units Executive Housekeeper Responsible for ensuring that WorldLinkTM is correctly cleaned
25、 and correctly positioned in guestrooms Ensures that the room attendants are trained on the standard positioning of the unit and tidying of wires Ensures that the room attendants are trained on which cleaning products may / may not be used to clean WorldLinkTM IT / Systems Manager Responsible for as
26、sisting guests with trouble-shooting if required Assists with guest requests where necessary 2. GLOBAL CONNECTIONS 2.1 WorldLinkTM 2002 InterContinental Hotels & Resorts (updated 2004) 10 GLOBAL CONNECTIONS 2.1 WorldLinkTM ICON Training Material 2. GLOBAL CONNECTIONS 2.1 WorldLinkTM 2002 InterContin
27、ental Hotels & Resorts (updated 2004) 11 Training Implications TOPIC GUIDELINE Engineering, Housekeeping, Guest Service Centre and Front Office teams to be trained on the WorldLinkTM ICON, including concept, definition, benefits and operation of WorldLinkTM. Use Implementation Guide CD Rom. Engineer
28、ing team to be trained on installing and trouble-shooting WorldLinkTM. On-the-job training from Chief Engineer or Department Trainer - establish procedure. Room attendants to be trained on the positioning and cleaning of WorldLinkTM. On the job training from Executive Housekeeper or Department Train
29、er. 2. GLOBAL CONNECTIONS 2.1 WorldLinkTM 2002 InterContinental Hotels & Resorts (updated 2004) 12 GLOBAL CONNECTIONS 2.1 WorldLinkTM Summary Reshaping The World of InterContinental is a worldwide initiative that is reshaping all InterContinental Hotels, and will enable us to re-position our brand a
30、nd service to delight the Contemporary Classicist, our new target market. Central to this development are four ICONs that will enable the transformation down to the very core of our service, so that our guests are delighted on a day-to-day basis. This ICON is called Global Connections and is designe
31、d to keep our guests in touch with their world wherever they might be around the world. The Contemporary Classicist is an international traveller who spends a lot of time away from familiar surroundings. Our vision is to adapt our world to suit their world by providing a range of services that keeps
32、 them connected. ICON 2. Global Connections, includes: 2.1 WorldLinkTM 2.2 WorldChannels (NB: now a Brand Standard, no longer an ICON) 2.3 Business Centre E-mail and Internet Access 2.4 WorldPrint (NB: now a Brand Standard, no longer an ICON) 2.5 WorldNews - via NewspaperDirect 2. GLOBAL CONNECTIONS
33、 2.1 WorldLinkTM 2002 InterContinental Hotels & Resorts (updated 2004) 13 What Every guest room will be provided with a distinctive, branded, power transformer, plug point array and phone jack adapter with a clock that reflects two time zones, allowing easy use of electrical / electronic appliances
34、brought from home in the comfort of their hotel room. Interest Take a moment to consider how you would feel if you were a business person following a very busy schedule in a foreign country, and needed to catch up on some urgent work in your room, only to find that your laptop and other equipment di
35、d not match the facilities available. Need In order to make your working day as streamlined as possible, you need to familiarise yourself with how to promote this service and respond to queries in an informed manner. This will enable you to play your part in the InterContinental team that delivers t
36、his service. Note: The scripting presented in the task breakdown on the following page, is a guideline and is not intended to restrict individual initiative. The requirement is that scripting focuses on the benefit of the service for the guest and is polite, friendly and professional without being f
37、ormal and traditional. The intention is that the scripting should match with the style of the Contemporary Classicist. 2. GLOBAL CONNECTIONS 2.1 WorldLinkTM 2002 InterContinental Hotels & Resorts (updated 2004) 14 Task Breakdown: 2.1 WorldLinkTM Task Procedure Standard Scripting Promoting the Servic
38、e Inform the guest about WorldLinkTM in the room. Note: It is absolutely vital that you use your discretion on whether or not it would be appropriate to tell the guest about the service at the point of check-in. Only promote the service if the guest asked about facilities of this nature. Keep this b
39、rief and concise. Avoid any confusing jargon. Emphasise the benefit of the service for the guest. “Mr. (Smith), for your convenience, you will find a special adaptor in your room that enables you to connect any of your electronic equipment from home without any fuss”. Providing Assistance Guest requ
40、ests assistance with the use of WorldLinkTM. Guest asks where he or she can find the instructions for the use of the adaptor. “Yes, we can have someone come up to your room immediately”. “You will find step-by-step instructions available on the LCD on the adaptor itself. If you need any further help
41、 please call (number)”. 2. GLOBAL CONNECTIONS 2.1 WorldLinkTM 2002 InterContinental Hotels & Resorts (updated 2004) 15 IT Changes No changes are necessary to introduce WorldLinkTM, although, the hotel must provide access to broadband in all rooms, if this is not already available. Additional Equipme
42、nt and Collateral Required Hotels will need to purchase sufficient WorldLinkTM to install one in each guestroom, with a par reserve stock of 15 to be kept at the hotel (i.e.: a 250-bedroom hotel will purchase 265 WorldLinkTM). The only additional collateral will be the inclusion of WorldLinkTM in th
43、e Guest Service Directory; stand-alone collateral is not required as WorldLinkTM has an LCD panel, which displays instructions for use. NB: for full collateral guidelines, please refer to the Brand Identity Manual. 2. GLOBAL CONNECTIONS 2.1 WorldLinkTM 2002 InterContinental Hotels & Resorts (updated
44、 2004) 16 Purchasing and Sourcing WorldLinkTM will be manufactured and distributed by the following company: TeleAdapt Ltd The Technology Park Colindeep Lane London NW9 6TA United Kingdom Contact Person: Ian Grassow Tel: +44 20 8233 3000 Fax: +44 20 8233 3132 E-mail: Quantity ? One required as a sta
45、ndard per bedroom, with a reserve par stock of 15 to be kept at the hotel. Budget Price ? Approx. US$35.00 each FOB Hong Kong. Distribution ? Allow US$15 per unit, but this will depend on location, and quantity of units shipped. Ordering Process ? Orders for the owned properties will be collated via
46、 the Regional ICON Project Managers in North America, Asia/Pacific, and Europe. ? All other hotels will submit their orders to the above-mentioned company, by latest 15th July 2002. ? Order templates will be prepared by Global Brand Marketing, and sent directly to all the hotels vie E-mail. 2. GLOBA
47、L CONNECTIONS 2.1 WorldLinkTM 2002 InterContinental Hotels & Resorts (updated 2004) 17 Payment Terms ? Upon receipt of the hotel order, TeleAdapt Ltd. Will fax an order confirmation and pro-forma invoice, with final exact price (including freight costs, and Customs import duties). ? The invoice will
48、 contain details of how to remit a wire payment to TeleAdapts bank. ? Invoices will be issued in US$, but payment can be made using other major currencies. ? Payment should be made within 14 days of receipt of the faxed pro-forma invoice. Documentation regarding proof of delivery to shippers will be
49、 provided by TeleAdapt on completion of the order. Fault Procedure All faulty WorldLinkTM will be replaced by TeleAdapt, free of charge. See following procedure: ? Hotels identify any issues that may arise. ? Hotels contact nearest TeleAdapt office: - US - - London - - Hong Kong - S ? The hotel then documents the units and the issue being experienced with each. ? Units are then returned to TeleAdapt for repair / replacement, free of charge. 2. GLOBAL CONNECTIONS 2.1 WorldLinkTM 2002 InterContinental Hotels & Resorts (updated 2004) 18 Internal Communication Staff Newsletter Generate exciteme
