1. The Art & Science of Delivering Exceptionally Engaging Service Quick Wins to Achieve Consistency Across Our Brand
Presented by:
Linda Hagen
Director of Brand Engagement
January 22, 2015
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2. DR. KAZUO INAMORI Business Visionary & Leader Author Philanthropist
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3. Our Coast Hotels 5 Core Values
Expect Commitment
Act with Fairness
Live with Honour
Challenge the Limits
Win Together
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4. DR. KAZUO INAMORI Management Principle #10:
Always be creative in your work.
Innovate and improve continuously.
Today should be better than yesterday;
tomorrow, better than today.
This principle is called KAIZEN.
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5. Delivery Scores
In 2013 less than 50% of all Coast Hotels achieved 12 month rolling Unifocus Delivery scores of 90% or higher. In 2014 over 69% of all Coast Hotels achieved 12 month rolling Unifocus Delivery scores of 90% or higher.
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6. KAIZEN! Delivery Scores Together, we have achieved Delivery Live logo
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7. GUEST FOR THE DAY Peter Yip - GM Coast Tsawwassen Inn Delta, B.C.
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8. BED SKIRT TACKS Freyda Stephens - GM Coast Wenatchee Center Hotel
Wenatchee, WA
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9. BED & BATH SALES David Rooper - GM Coast Bastion Hotel Nanaimo, B.C.
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10. H2O WELCOME Greg Langley - GM Coast Abbotsford Hotel Abbotsford, B.C.
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11. IN-ROOM SIGNAGE
Jeannie Langley - GM Campus Tower Suites Hotel Edmonton, AB
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12. TP POINTS
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13. LET’S DIVE IN! Quick Wins to Achieve Consistency Across our Brand:
Something already implemented in your hotel
A new idea you have thought about implementing
An idea you have heard about and want to try
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14. Brand-Wide Delivery Consistency
KAIZEN & Challenge the Limits Today should be better than yesterday; tomorrow, better than today.
Complete the survey
Once the results are distributed ensure all your Ambassadors are aware of the importance of the practices
Ensure the three Best Practices selected through the survey process are implemented in your property
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15. THANK YOU & KAIZEN!
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