Best Practices During A
“Managing Our Guest’s
• Communication & Scheduling
• Signage & Barricades
• Project Scope & Description
• Site Management
• Tools of the Trade
Internal communication and scheduling –
the importance of property awareness.
“Get the Word Out Early”.
• Meet with Staff
• Group Voice-mail
• The Daily Basic
• Inform Property that
they are part of
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
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
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
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.
• 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.
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
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 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.
– Please let me know of any possible conflicts or specific challenges that may already exist within your current reservation bookings.
– Could we please issue letters to these affected rooms reminding them to dial AYS for ice service from Room Service?
– 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.
– 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.
– 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
Departments ability to provide our guests with the continued outstanding service expected from Marriott.
• We appreciate all of your assistance and input with this delicate subject matter.
• 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
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
• CONTRACTOR’S PERSONNEL MUST BE CAUTIONED NOT TO
INTERFERE NOR DISRUPT WITH ONGOING FUNCTIONS, OR
ENGAGE WITH THE GUESTS OR STAFF DURING THESE
ONGOING BUSINESS FUNCTIONS.
FRONT OF HOUSE SHALL BE CONSIDERED IN OPERATION
AT ALL TIMES
– CONTRACTORS AND WORKMAN’S RESPONSIBILITES
• Break areas.
ALL CONTRACTORS MUST PROVIDE OWN TOOLS AND
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
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
• AYS is another option to keep your communication channels open.
• Your Barker channel is another option.
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
Use Informational signage to inform guests of
upcoming/ ongoing projects and affected areas.
• A picture says 1000
• Denote schedule of
project on property.
• Good signage can
become a marketing
tool for return visits.
Maybe a Crime Scene, rather than
a renovation site?
Project Scope & Description –
• Eliminate the surprise and
• Use informational signage
to inform guests of
projects and affected
• Use your color boards to
inform guests in the
• Use photos to describe
Stress the importance planning and
documentation of project.
• Anticipation of potential
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
Buffer Zones –
Use buffer zones to insulate the guests.
• Keeping our renovation sites clean, safe and
• Importance of conveying to and managing our
contractors to maintain Marriott standards
throughout the project.
• Daily housekeeping of our renovation sites and
• Provide for adequate storage, debris
containment & haul-off and traffic control.
Tools of the Trade
• Utilizing all of your property’s resources to
maximize your results.
• How PRT may be used during a
• 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.
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.
• 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.
• Allocate sufficient funds for
all desired support and
management of your
• Everything costs money
(signs, barricades, labor,
etc…), w/ small allowances
from each project an
adequate inventory can be
• Budget per your needs and