G.S.I Presentation Overall Breakfst Experence

Analysis of Overall Breakfast ExperienceAnalysis of Overall Breakfast Experience
By F&B Dept. Daniel Shyr

ContentsContents
1. Analysis Where is Room Guest Eat Breakfast in
Our Hotel
2. Food and Beverage Problems Area
3. How we can "WOW " our Guest for Breakfast
4. Analysis G.S.I Scores compared To
Revenue/Occupancy

WEAPONS TO USE
ARE THE STAR IMPROVEMENT SYSTEM
WHAT IT IS
A Continuous Improvement
System and Set of Tools that
Associates use to Problem Solve,
Plan and Make Improvements.
OBJECTIVES
•Better Quality Service
•Greater Customer Focus
•Stronger Teamwork
•More Engaged Associates
•More Motivated Associates
•Associates who are More Proactive
in Making Improvements.

Food And Beverage Problem Areas
 Prepare ourselves with The Facts
 We have collected data as below
– 1.Covers of Room Service, East West & EC, based on Engineering report,
P& L from the finance
– 2. GSI report

Analysis Where is Room Guest Eat Breakfast in Our HotelAnalysis Where is Room Guest Eat Breakfast in Our Hotel
Nov.04
65%
30%
5%
EW cover
EC cover
RScover
Dec.04
70%
26%
4%
EW cover
EC cover
RScover
Jan.05
74%
21%
5%
EW cove
EC cover
RS cover
　 EW cover EC cover RS cover Total
Nov.04 3785 1739 271 5,795
Dec.04 3761 1401 218 5,380
Jan.05 3728 1040 242 5,010

Analysis What Kind of the Room Guest at East WestAnalysis What Kind of the Room Guest at East West
　
Package
NT$200
Corporate
Transfer cost
to
Rooms
Room
Guest Outside
Guest
Total
Nov.04 1567 1828 390 126 3,911
Dec.04 1366 1738 534 123 3,867
Jan.05 1209 1747 641 131 3,859
Nov.04
40%
47%
10%
3%
Package
Corporate
Room Guest
OutSide Guest
Dec.043%
35%
17%
Package
Corporate
RoomGuest
OutSideGuest
Jan.05
31%
46%
20%
3%
Package
Corporate
Room Guest
OutSide Guest
0
2
4
6
8
10
Nov.04 Dec.04 Jan.05
East
West
Cover
Thousa
nd
EC
Cover
Thousa
nd
Overall
BF
Experie
nce
Overall BF Experience 7.84 8.28 7.16
E/W Cover 3,785 3,867 3,728
E/C Cover 1,756 1,739 1,401
Excluding
BF in Rate

G.S.I Master PlanG.S.I Master PlanWe decided to Divide our Teams into Special Unit Forces, each force has there ownWe decided to Divide our Teams into Special Unit Forces, each force has there own
Specialty we will be able to attack Problem Areas more Effetely and fasterSpecialty we will be able to attack Problem Areas more Effetely and faster
Weapons and Tools to Combat to Problems Areas as followsWeapons and Tools to Combat to Problems Areas as follows
Brain Wang Training Manager
Supervisors And StaffSupervisor and Staff
Raymond Chi R/S
Stephen Carter Exc. ChefVicky Chou F/OSteven Cheng E/W
KitchenFront Office Executive
Lounge
Food & Beverage
Fion Yang E/C Outlet Chefs

Prioritized the DataPrioritized the Data
 Major Impacting Areas that In House Guest and Effect our
G..S.I Score in Overall Breakfast Experience as follows-
 East West Major Part 70%
 Executive Lounge Breakfast 26%
 Room Service 4%

SMART PLANSMART PLAN
STARWOOD CARES ‘SMART’ PLAN FOR East West Buffet

Specific
(Specific measurable
goals)
Measurable
(What / how to
measure)
Accountable
(Who is
responsible)
Reasonable
(Reasonable steps/activities to realize goals)
Time-Bound
(by when will
it be
completed)
1) Increase the
Breakfast Experience
Score to 8.35
From the Current
Score of    7.16


G.S.I Score   Steven Cheng
East West
Asst. Manager
Stephen Carter
Executive Chef
Vicky Chou
F/O Manager
-
-
--April. 01
2005

--Mar.25.2005
--Training the morning shift staff’s to be
Motive (including the kitchen chefs)
--Percentage of Attendance should be high
--We give each staff one Pocket Book to
know the Service of Standard of the Hotel

STARWOOD CARES ‘SMART’ PLAN FOR Executive Lounge

Specific
goals)
Measurable
(What / how to
measure)
Accountable
(Who is
responsible)
Reasonable
Time-Bound
(by when will
it be
completed)
1) Increase the
Score to 8.35
From the Current
Score of 7.16

G.S.I Score Fion Yang
Executive Lunge
Manager
Stephen Carter
Executive Chef

--Increase the speed of the E/C Service
--Motivate Staff
--Can More food Choice for E/C Breakfast not
only serve western food.
--Breakfast Menu can be change per week

STARWOOD CARES ‘SMART’ PLAN FOR Room Service

Specific
goals)
Measurable
(What / how to
measure)
Accountable
(Who is
responsible)
Reasonable
Time-Bound
(by when will
it be
completed)
1) Increase the
Score to 8.35
From the Current
Score of    7.16
G.S.I Score   Raymond Chi
Room Service
Asst. Manager
Stephen Carter
Executive Chef
Cathy Chou
Rev. Manager
      --Prepared enough Trolley for Breakfast
      --Always prepare condiments previously
      --Trained the Staff to be Efficient and
Motive

      --Duty Chef Standby
      --If kitchen in rush hours, looking for other
         help S/E will immediately suggest guest
order fast-preparing dishes
      -- If order delayed, S.E call to Room Guest
immediately
      --When guest finish the food call back to
guest How was the food and commend
-
-Start from
Dec.04

How can weHow can we ""WOWWOW"" our Guest for Breakfastour Guest for Breakfast
East West
 To Make Guest Preferences in Fidelio system
 Served Hot Pastry for Breakfast Not only Toasted Bread
 Offer Newspaper in different Language, such as Chinese, English, Japanese, French &
Germany. (Or even print out from the internet)
Executive Club Lounge
Room Service
 We can serve on Bed Dining for Breakfast

G.S.I Highs and Low Variance ForG.S.I Highs and Low Variance For
RestaurantRestaurant
0
2
4
6
8
10
East
West
Cover
Thousa
nd
EC
Cover
Thousa
nd
Overall
BF
Experie
nce
Overall BF Experience 7.84 8.28 7.16
E/W Cover 3,785 3,867 3,728
E/C Cover 1,756 1,739 1,401
*Decreasing E/C Guest
*Food and Service Quality Drop
Revenue 522,103 578,364 621,476
Overall RS
Experience
7.68 8.20 8.40
0
1
2
3
4
5
6
7
8
9
Revenu
e
hundred
yhousa
nd
Overall
RS
Experie
nce

0
5
10
15
20
25
Revenu
e
Million
Speed
of Rest
Service
0
5
10
15
20
25
Revenu
e
Million
Rest
Staff
Friendli
ness
Revenue 16,501,614 18,338,705 20,792,824
Speed of Rest
Service
7.55 8.12 7.42
Revenue 16,501,614 18,338,705 20,792,824
Rest Staff Friendliness 8.00 8.54 7.74
*Revenue increasing, we need to better Utilize
Resource to Maintain Service Speed

0
1
2
3
4
5
6
7
8
9
Cover
Ten
thund
Rest
Food
Quality
Total Cover 27,783 32,693
Rest Food Quality 7.85 8.05 7.81
With High Cover we can see that
the Food Quality Drops so we
need to be able to maintain the
Quantity in heavy Business Period

G.S.I Category below 8.35 (All)G.S.I Category below 8.35 (All)
GSI category
GSI OSAT
Target for
2005
GSI category
GSI Cleanliness
/Maintenance
composite Target
Score 2005
GSI category
GSI Problem
Resolution
Target Score
2005
8.35 8.63 46.5
quality of internet and
techology connections 6.5
cleanlness of meeting
or banquet facility 7.67
contacted hotel staff
with problem 30.77
ability to change room
temperature 6.5
problem resolution
42.86
quality of food and
beverage 6.5
value for the price paid
7.02
guest experience
composite 7.1
restaurant value for
price paid 7.16
speed efficiency of
restaurant service 7.42
overall meeting
services provided 7.67
restaurant staff
friendliness 7.74
restaurant food quality 7.81
overall breakfast
experience 7.85
staff responsiveness to
requsests 8
overall saatisfation 8.09
room décor/furnisings 8.15
quality of service
provided by ssrvice
express 8.26
ability to work in guest
room 8.33

Presentation from F&B Dept.Presentation from F&B Dept.
ROOM SERVICE ImprovementROOM SERVICE Improvement

Main Reasons Cause DeliveryMain Reasons Cause Delivery
DelayDelay
((according to daily delivery time checking list)according to daily delivery time checking list)
0
5
10
15
20
25
30
35
40
45
50
Kitchen Wrong
Preparation
Kitchen in Rush
hour
Communication Others
Kitchen
S.E.
R/S

Daily Delivery Checking List
Total
Order
Del in 30
Mints
Del over
30
Mints
% in 30
Minutes
Remark
1-Dec WED
2-Dec THU
3-Dec FRI
4-Dec SAT
5-Dec SUN
6-Dec MON
7-Dec TUE
8-Dec WED 23 17 6 74%
9-Dec THU 24 22 2 92%
10-Dec FRI 20 19 1 95%
11-Dec SAT 18 17 1 94%
12-Dec SUN 27 21 6 78%
13-Dec MON 17 17 0 100%
14-Dec TUE 23 22 1 96%
15-Dec WED 23 23 0 100%
16-Dec THU 29 28 1 97% Takes 48'.Chef mae wrond order R-
815,should be Grilled Tiger
Prawns,but we do Thai Shrimp Salad.
We redo the order and gst didn't
complain.
17-Dec FRI 12 12 0 100%
18-Dec SAT 13 12 1 92%
Total takes 48'. Weeding Room
order 6 Club Sanwich & 5 iced
cappuccio
19-Dec SUN 26 26 0 100%
20-Dec MON 13 13 0 100%
21-Dec TUE 20 19 1 95% Total takes 46'. Gst order beef Tenderloin
22-Dec WED 24 24 0 100%
23-Dec THU 10 10 0 100%
24-Dec FRI 9 9 0 100%
25-Dec SAT 9 9 0 100%
26-Dec SUN 9 9 0 100%
27-Dec MON 14 14 0 100%
28-Dec TUE 10 10 0 100%
29-Dec WED
30-Dec THU
31-Dec FRI
Total 373 353 20 95%

Goal of Delivery TimeGoal of Delivery Time
According to WESTIN’s Food & Beverage Technical
Guide (Vol.II, May.1994) page I-30 :
1. Guest ordering In-Room Dinning shall be notified of the
accurate delivery time.
2. The S.E. Agent shall call the guest back if the order is to
be delivered late.
3. Delivery time shall not exceed 15 minutes for drinks and
snacks, and 30 minutes for breakfast, lunch and dinner.

OBJECTIVEOBJECTIVE
 Care for Business : Room Service
 Improve delivery speed for guest order
 Decrease kitchen preparing time
 Reduce communication Problem
 Always care about guest’s order
We are using the 4 P’s system which is based on the
Star Improvement System

STAR IMPROVEMENT SYSTEMSTAR IMPROVEMENT SYSTEM
WHAT IT IS
A Continuous Improvement System
and Set of Tools that Associates use
to Problem Solve, Plan and Make
Improvements.
OBJECTIVES
• Delivery Time Improvement
• Order Exactitude Improvement
• Supervised by S.E. and F&B office
• Decrease kitchen preparing time

Present Guest Order-DeliveryPresent Guest Order-Delivery
GUEST
ROOM
S.E.
(taking order)
R/S 2F KITCHEN
(prepare food)
call
inform
Inform
directly
If cannot find R/S
staff
inform
pickup
Chef Office
F&B Office
Need help
Rush hour
Guest
Elevator
inform
help
Record
Center
deliver
Emergency
Use only
help
Key-in

Brain StormingBrain Storming
Delivery Time ImprovementDelivery Time Improvement
Old Procedure:
1. Room Guest call to S.E.
2. S.E. key-in Micros
3. R/S and kitchen get print-out
4. S.E. call to inform R/S
5. If R/S busy, S.E. still try to
find R/S
6. R/S inform kitchen
7. Kitchen prepare food
8. R/S prepare table set-up
9. Kitchen inform R/S
10. R/S deliver order to room
11. R/S call S.E. after order
delivered
12. S.E. close check
 New Procedure
 1. Room Guest call to R/S
 2. R/S inform Kitchen and
key-in Micros
3. S.E. and kitchen get print-out
4. R/S prepare table set-up
 5. Kitchen prepare food
 6. Kitchen inform R/S
 7. R/S deliver order to room
 8. R/S inform S.E. close check

Improved Guest Order-DeliveryImproved Guest Order-Delivery
GUEST
ROOM
R/S 2F KITCHEN
(prepare food)
inform
pickup
Record
Center
MICROS
Key-in
order
deliver
Supervised by
S.E. and F&B
complain
care

Brain StormingBrain Storming
Increase Order ExactitudeIncrease Order Exactitude
 Old Way:
 1. Not every S.E. agent know
exactly all items in our in-
room-menu, how it made?
What condiments go with?
Vegetarian food or not?
 2. Nobody responsible to guest
orders if make mistake
 3. S.E. didn’t know if kitchen
now in rush or not, cannot
suggest guest order faster-
preparing dishes
 New Way:
 1. R/S know better all menu
items, how it prepare, and what
condiments go with, can
vegetarian take it or not.
 2. R/S always responsible to all
guest orders
 3. R/S know better if kitchen
busy or not, easily suggest
guest ordering fast-preparing
food

Brain Storming -- All Guest OrdersBrain Storming -- All Guest Orders
are Supervised by S.E.and F&Bare Supervised by S.E.and F&B
OfficeOffice
• Old Supervisal System
• - without CARE
• 1. S.E. have to waiting till R/S
call them and tell if guest order
delivered or not
• 2. S.E. always find out in last
minute if guest order will be
delayed, no matter by wrong
preparation or just rush hour in
the kitchen
 New Supervisal System
 - with CARE
 1. After 30 minute since S.E. get
the order print-out from R/S, S.E.
will call to guest room
automatically (No matter R/S call
pay or Not) to see if their order
arrived and ask is there any
comment from the guest
 2. If order didn’t arrived yet, S.E.
will inform F&B manager
immediately, and F&B manager
will solve this problem A.S.A.P.

STARWOOD CARES ‘SMART’ PLAN FOR The Westin Taipei Room Service
Specific
(Specific
measurable goals)
Measurable
(What / how to
measure)
Accountable
(Who is
responsible)
Reasonable
(Reasonable steps/activities to realize
goals)
Time-Bound
(by when
will it be
completed)
1) Decrease kitchen
preparing
time
2) Improve Delivery
time
3) Always Care about
guest order
Daily Delivery
Time
Checking List
Chef-joe Wei
Wei / Cathy
Wei / Cathy
- Duty chef standby
- English/Chinese Micros Printer print-out
- If kitchen in rush hours, looking for other
help
- Always prepare condiments previously
-Change Procedure, room guest call direct to
R/S agent
- R/S will immediately suggest guest order
fast-preparing dishes if kitchen is busy
-S.E. will call to room and care about
every guest order, how’s taste? Any
suggestions?
-If order delayed, S.E. will inform F&B
manager and solve the problem
A.S.A.P.
Dec. 2004
N/A
N/A


 If really considering reduce unnecessary procedure about
guest order-delivery, re-structure whole S.E./R.S/Kitchen
communication system is the most efficient way to reach
the Goal of Starwood Standard Delivery Time Standard,
even better.
 Also if we really want to follow Starwood“Care the Guest”
policy, call every guest after they order will makes guest
feel “We Care about them” more, and also can solve
problems more fast– via our suggested New Room Service
Delivery and Supervise System
 Dec.2004 Food & Beverage Dept.
Hands OnHands On

Specific
goals)
Measurable
(What / how to
measure)
Accountable
(Who is
responsible)
Reasonable
Time-Bound
(by when will
it be
completed)
1) Increase the
Speed/Efficient of Rest
Service Score to 8.35
From the Current
Score of 7.81
East West
Asst. Manager
Fion Yang
Executive Lunge
Manager
Raymond Chi
Room Service
Asst. Manager
Steve Carter
Executive Chef
Vicky Chou
F/O Manager
-
-
STARWOOD CARES ‘SMART’ PLAN FOR East West Buffet/ Room Service/Executive Lounge

Specific
goals)
Measurable
(What / how to
measure)
Accountable
(Who is
responsible)
Reasonable
Time-Bound
(by when will
it be
completed)
1) Increase the Rest
Food Quality Score to
8.35
From the Current
Score of 7.16
East West
Asst. Manager
Fion Yang
Executive Lunge
Manager
Raymond Chi
Room Service
Asst. Manager
Steve Carter
Executive Chef
Vicky Chou
F/O Manager
-
-
STARWOOD CARES ‘SMART’ PLAN FOR East West Buffet/ Room Service/Executive Lounge

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