Consistency is Golden Coast Hotels 2014 Leadership Summit Presented by: Linda Hagen, CH Brand Engagement Director Live logo Delete here to replace

Brand Engagement Leader Quality assurance inspections to ensure consistency and compliance Training and support as required Other responsibilities

Unifocus Delivery Questions Prompt attention from staff Accurate billing on check out Accurate reservations on check in Knowledgeable Front Desk staff Prompt check-in and check-out Value of service from staff Prompt service from telephone operators A clean bathroom A clean guest room The fitness centre was clean A safe & secure feeling overall Unifocus Delivery Questions Live logo Delete here to replace

Pictures Speak Louder Than Words Talking about consistency and Attention To Detail (ATD) is one thing; seeing what occurs in our hotels is another. What you may think is happening in your hotel may not be what is actually happening. The following photos were all taken in Coast Hotels properties during Coast Hotels Brand & Operating Standards Audits. Pictures Speak Louder Than Words Live logo Delete here to replace

Attention To Detail Coaching & Training The photos we just looked at were used with the permission of the property’s owner/s and/or General Manager/Hotel Manager. These kinds of issues can happen in any hotel. Consistent, documented room inspections with a focus on Attention To Detail (ATD) and follow up coaching/training with Room Attendants is the ONLY way to avoid these issues. Attention To Detail Coaching & Training Live logo Delete here to replace

Consistency is Achievable The following photos were also taken in Coast Hotels and are used with the permission of the property’s owner/s and/or General Manager/Hotel Manager. Consistency is Achievable Live logo Delete here to replace

Consistency is Golden We can and will achieve Brand Consistency! Live logo Delete here to replace

Thank you, Coast Ambassadors Live logo Delete here to replace