GENERAL MANAGER MANUAL ( COMMITMENT TO EXCELLENCE )

COMMITMENT TO EXCELLENCE

COMMITMENT TO EXCELLENCE COMMITTEE

·         The purpose of the Hotel ‘Quality Circle’ committee should be to ensure that XXXXXXXXXXXXXXXXXXXXXX Indonesia products and services should be of a consistent quality, and the best in the Industry.

·         The ‘Quality Circle’ Committee must ensure that the hotel adheres to all the points of the Product Standards Manual and the corporate identity Manual.

·         If benchmark shows that additional quality or upper product standards should be delivered, the ‘Quality Circle’ Committee must make all necessary suggestions.

·         Guests and their needs during their stay at the Hotel should be able to benefit from the work of this Committee.

·         The success of the committee should depend on the interest of each member toward his function and the enthusiasm in which the members should communicate with their subordinates.

·         The program of the Committee can only be effective and followed with the agreement, support and direct participation of Hotel Management. Management should guide the work of the Committee and make decisions based on recommendations made by the Committee.

ORGANIZATION

·         The Committee should be made up of the Heads of Departments and Sections that come directly into contact with guests. The Committee has five to seven members.

·         The Committee members elect the President of the Committee for a period of six months.

·         Meetings should be held once a month,

RESPONSIBILITIES AND FUNCTIONS

The President of the Committee should be responsible for:

·         The organization of the Committee

·         The co-ordination of its work

·         The publication and distribution of the monthly minutes

·         Presenting to the General Manager suggestions to attain goals of excellence set by the company when annual budgets should be worked out. Making known the decisions made by General Manager.

The members of the Committee should be responsible for:

·         Knowing what objectives should be reached.

·         Representing their department within the Committee.

·         Representing the Committee with respect to their employees.

·         Communicating the work of the Committee.

·         Taking part in the preparation and attainment of set goals.

·         The Committee should study guest questionnaires in order to become familiar with each complaint, as well as any verbal or written criticism. Suggestions should be to be made so that the same complaints should be not made again in the future. The committee President presents suggestions to the management

·         All suggestions must be carefully considered. In order to do that a special working session should be held to examine important situations and to prepare a concrete plan of action to be presented to the General manager

·         The committee should deliberate and give its opinion on services furnished by the employees of the  Hotel

·         The committee should ensure that staff members should be aware of the importance which management gives to the matter of quality. This can be achieved using posters and an information network for complaints and compliments. Above all, all employees should feel encouraged to improve themselves that their efforts should be appreciated, and that they should be taking an active part in the entire quality operation.

·         Employees can give their suggestions to the ‘Quality Circle’ using the suggestion box.

AWARDS

REWARDING EXCELLENCE

·         Awards provide the company with the opportunity to reward colleagues who have made an outstanding contribution to service excellence. They form an important part of XXXXXXXXXXX’s commitment to excellence.

·         It may also be worth considering awarding owners who have reached a certain time period with XXXXXXXXXXX e.g. five years. A sample plaque is available from Jakarta head office.

·         An awards program is organized by XXXXXXXXXXXXXXXXXXXXXX. In this program, one manager from each hotel is awarded as the best in the XXXXXXXXXXX Indonesia group for that year. For example the HK or F&B manager from a certain hotel. These awards are normally held at the end of each calendar year.

·         Input is from guest comments, GM’s inputs, as well as input from visiting members of the XXXXXXXXXXX corporate team.