1. Consistency is Golden Coast Hotels 2014 Leadership Summit
Presented by: Linda Hagen, CH Brand Engagement Director
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2. Brand Engagement Leader
Quality assurance inspections to ensure consistency and compliance
Training and support as required
Other responsibilities

3. 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
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4. 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
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16. 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
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17. 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
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19. Consistency is Golden We can and will achieve Brand Consistency!
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20. Thank you, Coast Ambassadors
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