2. 13 brands worldwide
Over 4100 hotels worldwide
Over 250 hotels in the UK
‘Individually owned & operated’
3.
4. Brand standards & criteria
Brand standards
• Lifts if more than 2 floors
• Key card door locking
• Directional signage
• Credit cards accepted
• Express check out
• Luggage assistance
5. Staff
• Name badges at all times
• No jeans
• No trainers
• May not smoke, eat or drink in front of customers
6. Bedrooms
• Drinking water
• Branded pens and pads
• Hanging space & 8 coat hangers per room
• Compliant guest directories
• Correct amount of branding throughout bedrooms
• Alarm clocks with lit displays
• Correct amount of plug sockets
• Correct lighting
• Double locking
• TV’s over 33”
• Shower heads of a certain size
7. Others….
• 3 types of pastry available for breakfast
• Discreet, female friendly check in
• Guest computer must be available
• Pillow protectors
• 2 chairs per room
• Black out blinds / adequate lighting
• Aesthetics review yearly with auditors checking progress
8. Audit
• Audit carried out once per year (unless failed)
• Must pass with at least at least 800 points for cleanliness, brand standards,
guest rooms, public areas
• From 2020 – Voice of the customer will have a direct impact on the overall
score – harder to pass
• 2 days notice of audit
• If failed – reinspection within 6 months with no warning
• Followed by probation if not passed again
• Fail again after a pass – probation or out
9. What does this mean for us?
• Brand backing
• Support – cluster manager / revenue manager / sales managers / helpdesk
• Staff incentives for reward programme
• Staff / friend and family discounts
• Conference
• Cluster meetings
• Rates & promotions made online by Best Western
• Costs – yearly fee per bedroom. 5% of every room booking.
• Call centre in Milan
10. Medallia
• ALL reviews featured
• Surveys sent to any booking with an email address
• Score of 9 / 10 promoter, passive 7 / 8, detractor 1-6
• Net promoter score calculated
• Fall below the line – 36.4 – probation / out
11. About us….
Owned by Muralee Govindasamy for 18
years
We also have:
Brook Hotel Norwich
16. August / September 2018……
• Current Hotel Manager here for 12 years
• General Manager of Norwich had been appointed as Operations
Director
• Hotel very much on the decline
• Worst financial year since the hotel had been bought – with Brook
Norwich supporting
• A bored Helen is on Facebook…..
17. • Lack of care and attention to detail – dirty bedrooms. Ivy
growing through the windows.
• No money spent and manager had stopped asking
• Staff social club
• Lack of weddings / functions & business in general
• Lack of room sales
• Corners cut anywhere possible
• Weddings in diary with first name only
• Best Western Audit failed on my second interview day.
18. • Staff given a one strike policy – have replaced the entire
workforce probably 3 times over!
• Bedrooms cleaned to a high standard – room revenue
increased massively
• Standards introduced
• Re audited 2 weeks after start date and passed
19. Due to no money being spent for such a long
time….
• Both ovens broke down in December
• Internet & Wi Fi went down the same weekend for the whole
weekend
• Hot water and heating boiler went in January
• New fuse boards needed
• Air con units broken in main bar / no fans in bedrooms
20. Now…..
• Basic staff level has evened out
• Rooms have the highest performing revenue that the hotel has ever
known – with rooms sold and rate increases
• Public events have a waiting list
• Decrease in complaints & better handling procedure
• Investment plan for the future in place
• 3 members of staff receiving accolades from BW
• Carvery numbers rising
• Forecasted to make 1 million for the first time.
21. Next….
• Refurbishment of reception area with new carpet, new desk
cladding & paint
• New restaurant chairs
• Refurbishment of 10 bedrooms
• Orwell room – knocking through into owners office
• New wedding packages & wedding fairs
• Focus on Christmas
22. Upcoming events:
• Sunday lunch with Santa
• Breakfast with Santa
• Family Easter Egg hunts
• Family Halloween party
• Feeding the homeless & lonely at Christmas time
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27. How can you help?
• Book direct
• Tell the hotel directly if you have an issue instead of going to straight to social
media & give good feedback too!
• Don’t threaten with social media!
• Tell your friends
• Favour smaller, independent hotels instead of big chains
