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Best Practices During A Renovation  03.2006
 

Best Practices During A Renovation 03.2006

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    Best Practices During A Renovation  03.2006 Best Practices During A Renovation 03.2006 Presentation Transcript

    • Best Practices During A Renovation “Managing Our Guest’s Satisfaction”
    • Topics • Communication & Scheduling • Signage & Barricades • Project Scope & Description • Site Management • Tools of the Trade • Flexibility • Budget
    • Internal communication and scheduling – the importance of property awareness. “Get the Word Out Early”. • Meet with Staff • E-mail • Group Voice-mail • The Daily Basic • Inform Property that they are part of project.
    • Internal communication: Staff, E-mail, Voice-mail, Etc.. • Dear Associates: • • I am pleased to announce that we will begin the Oasis Expansion Project next Tuesday, November 8th, 2005. This project will affect (11) Oasis located within the Kiva buildings. The scope of this affect project will be to expand the maid's lockers in order to provide additional storage for the new Marriott bedding package, clean-up the unsightliness of the existing refuse storage, while improving package, clean- the guests' exposure and interaction with this element of their experience within our resort. • • Phase I of this project will include (3)-100 building Oasis (#118, #130, & # 143). The duration of Phase I shall run approximately (4) weeks. The construction site shall be fenced & screened from (3)- our visitor's view. The contractor has been directed to restrict all noisy work between the hours of 9:00AM til 5:00PM daily. • • Phase II shall consist of Oasis located at Room Nos.: 201, 278 & 546; and will commence as soon as Phase I is completed, approximately December 6th, 2005. approximately • • Phases III & IV shall be scheduled as appropriate. • • It is important to recognize that the guests' convenience will be compromised during this timeframe and we look for assistance from all respective departments in minimizing their inconvenience. be departments Please note that the ice and vending machines in each of the area's will be de-activated during the construction schedule. Please review the following concerns and inform me of any/ all area's de- suggestions that may relieve any of the issues: • • Front Desk: – Please schedule all adjacent or nearby rooms as last sell; and please block any such rooms as our occupancy levels permit. please – Please notify respective guests at time of check-in that their ice-machines will be down during the scheduled dates and let them know that Room service will be happy to accommodate check- ice- know them during this time of inconvenience (Thanks Sue). – Please make all efforts to ensure that our VIP guests/ groups do not get booked into these affected areas of the resort. these – Please let me know of any possible conflicts or specific challenges that may already exist within your current reservation bookings. challenges bookings. – Could we please issue letters to these affected rooms reminding them to dial AYS for ice service from Room Service? • Bellstand: – Please assist the guests with possible ice requirements/ needs at time of check-in to help them get their stay off to a comfortable and convenient start. check- convenient – Please remind our guests that the affected ice & vending machines will be down during these scheduled dates while informing them that they may call AYS to request ice service through Room Service during this scheduled period of time. • Room Service – : Please note the dates and locations in anticipation of the special needs during this period of time. special – We greatly appreciate your additional service, which shall help offset many of the concerns associated with this project. • Please feel free to share all of your thoughts or concerns on how we may improve the Anticipation of Our Guests Needs. We are optimistic that this project shall greatly improve our Housekeeping how this Departments ability to provide our guests with the continued outstanding service expected from Marriott. outstanding • • We appreciate all of your assistance and input with this delicate subject matter. delicate • • Thank you4
    • External communication – Inform your Contractors & Vendors • Use bid package/ Supplemental Conditions meetings to address: – SITE USAGE • • Start times, noise SMOKING IS PERMITTED ONLY IN DESIGNATED AREAS • OWNER WILL IDENTIFY AN EATING/BREAK AREA FOR THE CONTRACTOR’S FORCES. CONTRACTOR’ times, stop times. • OWNER HAS IDENTIFED AN ACCEPTABLE STAGING AREA FOR THIS PROJECT. – PROFESSIONAL BEHAVIOR. • Security checks. • CONTRACTOR RESPONSIBLE TO PROVIDE ALL DUMPSTERS FOR THE DISCARD & REMOVAL OF ALL CONSTRUCTION DEBRIS ASSOCIATED WITH THE RENOVATION PROJECT. • Parking & staging • NO RACIAL OR SEXUAL JOKES OR HARASSMENT WILL BE TOLERATED. • CONTRACTOR’S PERSONNEL MUST BE CAUTIONED NOT TO CONTRACTOR’ areas. INTERFERE NOR DISRUPT WITH ONGOING FUNCTIONS, OR ENGAGE WITH THE GUESTS OR STAFF DURING THESE ONGOING BUSINESS FUNCTIONS. • • Restroom access. FRONT OF HOUSE SHALL BE CONSIDERED IN OPERATION AT ALL TIMES – CONTRACTORS AND WORKMAN’S RESPONSIBILITES WORKMAN’ • Break areas. • • ALL CONTRACTORS MUST PROVIDE OWN TOOLS AND MATERIALS. CONTRACTOR SHALL BE RESPONSIBLE FOR THEIR OWN • OFFICE AND STORAGE SPACE Proper attire. • ALL CONTRACTORS WORKING AT MARRIOTT'S CAMELBACK INN RESORT WILL BEHAVE IN A PROFESSIONAL AND ETHICAL MANNER.
    • Informing Our Guests • Reservations, it is never too early to offer information to the guests. • Utilize your front desk to inform guests upon check-in, to avoid undesirable surprises. • AYS is another option to keep your communication channels open. • Your Barker channel is another option.
    • Inform Our Guests – Informative Signs @ Lobby
    • External Communication: Inform your Guests w/ Room Letters January 23, 2000 Dear Resort Guest: • Please be advised that there will be a brief power outage in your guestroom on Monday, January 24, from 12:00 noon to 1:00pm, and then again on Thursday, January 27, from 12:00 noon to 1:00pm. We apologize for any inconvenience this may cause. This interruption of electricity is due to project work that is currently taking place. We tried to schedule this necessary work at a time that would have minimal impact to our Resort and its services. Should you have any concerns, please dial “55” from any guest phone to contact the Manager on Duty. Thank you for your patience and understanding. Sincerely, xxx Resident Manager
    • Signage & Barricades • Uniform “Pardon Our Dust Signs”. • Informational signage. • Directional & way-finding signage. • Some good & bad examples of signage & barricades. • Informational description boards. • Initial guest notification signs. • Partitions & barricades.
    • Uniform “Pardon Our Dust” Signs
    • Informational Signage
    • Use Informational signage to inform guests of upcoming/ ongoing projects and affected areas. • A picture says 1000 words. • Denote schedule of upcoming/ ongoing project on property. • Good signage can become a marketing tool for return visits.
    • Directional Signage
    • Project Description Signage
    • Inform your guests about: • Affected Areas • New Developments • Project Information • New Technology • Features • Completion Dates
    • Partition Options Some options may be purchased and re-used on several different projects.
    • Pipe & Drapes If you do not have a budget to purchase or construct you may have to use materials that are readily available to your property.
    • Undesirable Examples • Unsightly barricades remind us of a construction site,… not a resort. • These examples are not only unsightly, but are also unsafe for our guests & associates.
    • Less Desirable Examples
    • …Even Less Desirable!
    • Caution Tape - makes one think of….
    • Maybe a Crime Scene, rather than a renovation site?
    • Project Scope & Description – • Eliminate the surprise and disappointment. • Use informational signage to inform guests of upcoming/ ongoing projects and affected areas. • Use your color boards to inform guests in the Lobby. • Use photos to describe project scope.
    • Stress the importance planning and documentation of project. • Anticipation of potential repercussions and possible side-effects of scope of work. • Plan for the worst, hope for the best. • Schedule updates. • Importance of buffer zones to help ease the pain.
    • Buffer Zones – Use buffer zones to insulate the guests.
    • Site Management • Keeping our renovation sites clean, safe and “invisible”. • Importance of conveying to and managing our contractors to maintain Marriott standards throughout the project. • Daily housekeeping of our renovation sites and ongoing supervision. • Provide for adequate storage, debris containment & haul-off and traffic control.
    • Here is a Good Example of Site Management
    • Site Management
    • Site Management
    • Tools of the Trade • Utilizing all of your property’s resources to maximize your results. • How PRT may be used during a renovation. • The many eyes and ears of the property.
    • Tools of the Trade- Use Your Resources • Front Desk and AYS are your direct contacts to your guests. • Housekeeping can help maintain property standards and site cleanliness. • All staff members should watch and listen. • Loss-Prevention may monitor project sites for safety and security issues.
    • PRT During a Renovation
    • Your PRT Team can: • Clean vents & coils during a renovation. • Re-grout, clean and repair tile.
    • PRT may also: • Service sliding glass door rollers & tracks. • Strip and tear-down rooms before a renovation. • Escort guests thru a construction zone.
    • Flexibility • Project schedules are subject to an array of intangibles (slow deliveries, unknown conditions, weather, etc…); be prudent and retain some flexibility in your schedule to help offset or minimize consequences. • AYS can be utilized to keep the guests informed of ongoing developments. • Keep the property updated so the information is current and accurate.
    • Budget • Allocate sufficient funds for all desired support and management of your projects. • Everything costs money (signs, barricades, labor, etc…), w/ small allowances from each project an adequate inventory can be acquired. • Budget per your needs and expectations.