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“Confessions of A Hotel Inspector” “Confessions of A Hotel Inspector”

“Confessions of A Hotel Inspector” Presented by Liz Smith-Mills FIH MBICSc “Confessions of A Hotel Inspector” Presented by Liz Smith-Mills FIH MBICSc

AA Hotel Services • Inspecting hotels for over 100 years (AA Hotel Services Centenary AA Hotel Services • Inspecting hotels for over 100 years (AA Hotel Services Centenary in 2008) • Over 8, 000 hotels and guest accommodation

Recognising Excellence The Star Rating Process Whole operation / key areas of assessment (9) Recognising Excellence The Star Rating Process Whole operation / key areas of assessment (9) • Scoring on 1 to 5 basis • Over 60 elements – Service & Facilities – Critical Areas – Overall Quality 5 Star Workshop

Service- making the difference • Assessment based on all key aspects • • • Service- making the difference • Assessment based on all key aspects • • • Reservation Arrival Room Service Dinner Breakfast Guest Departure

How does the AA judge quality? Classification scheme works on 5 levels 1 -5 How does the AA judge quality? Classification scheme works on 5 levels 1 -5 stars • Scoring on 0 to 5 basis • Each hotel is scored across the entire operation / key areas of assessment • Over 60 elements in 9 key areas. • Total % equates to a star rating banding • Benchmarked against 4, 000 establishments

Overall Quality Assessed in 9 Areas • • • Hospitality Service Cleanliness Food Bedroom Overall Quality Assessed in 9 Areas • • • Hospitality Service Cleanliness Food Bedroom • • • Bathroom Public Areas External Restaurant Critical Areas

Critical Areas • • • Hospitality Service Cleanliness Food Bedrooms Bathrooms Critical Areas • • • Hospitality Service Cleanliness Food Bedrooms Bathrooms

Housekeeping Quality Housekeeping Quality

Cleanliness – Quality scoring • Quality scoring 1 • A sloppy approach to cleaning Cleanliness – Quality scoring • Quality scoring 1 • A sloppy approach to cleaning

Cleanliness – Quality scoring • Quality scoring 2 • Superficially clean and tidy, but Cleanliness – Quality scoring • Quality scoring 2 • Superficially clean and tidy, but lapses noted when looking closely. Neglect, or lack of serious deep cleaning.

Cleanliness – Quality scoring • Quality scoring 3 • Happy to use the area. Cleanliness – Quality scoring • Quality scoring 3 • Happy to use the area. Lapses not significant, smears to mirrors, light dust to back of TVs, above wardrobe, etc.

Cleanliness – Quality scoring • Quality scoring 4 • A sparkly feel – Greater Cleanliness – Quality scoring • Quality scoring 4 • A sparkly feel – Greater attention to detail, with only a few minor lapses. Evidence of deep cleaning and periodic cleaning.

Cleanliness – Quality scoring • Quality Scoring 5 • Pristine standard of housekeeping. Attention Cleanliness – Quality scoring • Quality Scoring 5 • Pristine standard of housekeeping. Attention paid to all areas, sparkle and polish to all surfaces.

Bedrooms - Quality 1. Decor 3. Flooring 2. Furniture, Fittings & Fixtures 4. Beds Bedrooms - Quality 1. Decor 3. Flooring 2. Furniture, Fittings & Fixtures 4. Beds

Recognising Excellence Role of Housekeeping/effective team work • The maintenance of a clean, pleasant Recognising Excellence Role of Housekeeping/effective team work • The maintenance of a clean, pleasant and orderly environment. • Poor standards of housekeeping are not appreciated. • Cleanliness and tidiness can make or mar the general impression retained by the guest. • Housekeeping is the backbone of the hotel. Red Star Workshop

Strangest bookmark Strangest bookmark

Food and Beverage Specific Areas of Inspection • • • Lounge/Afternoon Tea Bar/Drinks from Food and Beverage Specific Areas of Inspection • • • Lounge/Afternoon Tea Bar/Drinks from the Bar Room Service Breakfast Dinner.

Lounge Service • • Menus Trays Clean Quick/billing Tea service Correct crockery/cutlery Is table Lounge Service • • Menus Trays Clean Quick/billing Tea service Correct crockery/cutlery Is table service offered Are you being up-sold dishes & drinks

Bar/Drinks from the Bar • • • Menus/Cocktail Lists Trays/Clean Promotions/Product Knowledge Beverage Service Bar/Drinks from the Bar • • • Menus/Cocktail Lists Trays/Clean Promotions/Product Knowledge Beverage Service e. g. table service, use of coasters Correct Glassware and accompaniments e. g. nibbles Efficient and appropriate billing Is your name taken first not your room number Are you asked if you are dining? Is there a link between bar and restaurant

Restaurant Ambience • • Lighting Heating Music Table appointments Menus Cleanliness Table legs Quality Restaurant Ambience • • Lighting Heating Music Table appointments Menus Cleanliness Table legs Quality of Service

Room Service or Broom Service? (In-room dining) – (Dump & Run) Room Service or Broom Service? (In-room dining) – (Dump & Run)

Breakfast – a guests first impression “ROOM NUMBER? ” I am NOT a number! Breakfast – a guests first impression “ROOM NUMBER? ” I am NOT a number!

Breakfast – a guests last impression • Greet and seat with a smile • Breakfast – a guests last impression • Greet and seat with a smile • Use of guests name • Guest interaction – satisfaction checks/ more drinks/toast • Service of tea/coffee • Farewell Greeting

Breakfast! Breakfast!

Dinner ? Dinner ?

Hotel Inspector’s Relief, Thank you and Good Evening. Hotel Inspector’s Relief, Thank you and Good Evening.