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Analysis of Overall Breakfast ExperienceAnalysis of Overall Breakfast Experience
By F&B Dept. Daniel Shyr
Contents Contents
1. Analysis Where is Room Guest Eat Breakfast in Our Hotel
2. Food and Beverage Problems Area3. How we can "WOW " our Guest for Breakfast4. Analysis G.S.I Scores compared To
Revenue/Occupancy
WEAPONS TO USE ARE THE STAR IMPROVEMENT SYSTEM
WHAT IT ISA 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
RS cover
Dec.04
70%
26%
4%
EW cover
EC cover
RS cover
Jan.05
74%
21%
5%
EW cover
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
PackageNT$200
CorporateTransfer cost
to Rooms
RoomGuest Outside
GuestTotal
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.04
45%
3%
35%
17%
PackageCorporateRoom GuestOutSide Guest
Jan.05
31%
46%
20%
3%
PackageCorporateRoom GuestOutSide Guest
0
2
4
6
8
10
Nov.04 Dec.04 Jan.05
EastWestCoverThousand
ECCoverThousand
OverallBFExperience
Nov.04 Dec.04 Jan.05
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 Plan G.S.I Master Plan We decided to Divide our Teams into Special Unit Forces, each force has there own We 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 faster Specialty we will be able to attack Problem Areas more Effetely and faster Weapons and Tools to Combat to Problems Areas as follows Weapons and Tools to Combat to Problems Areas as follows
Brain Wang Training Manager
Supervisors And Staff Supervisor and Staff
Raymond Chi R/S
Stephen Carter Exc. Chef Vicky Chou F/O Steven Cheng E/W
Kitchen Front 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 PLANSTARWOOD 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 ChengEast WestAsst. Manager
Stephen CarterExecutive Chef
Vicky ChouF/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
SMART PLANSMART PLANSTARWOOD CARES ‘SMART’ PLAN FOR Executive Lounge
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 Fion YangExecutive LungeManager
Stephen CarterExecutive 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
SMART PLANSMART PLANSTARWOOD CARES ‘SMART’ PLAN FOR 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) Increase the Breakfast Experience Score to 8.35
From the Current Score of 7.16
G.S.I Score Raymond ChiRoom ServiceAsst. Manager
Stephen CarterExecutive Chef
Cathy ChouRev. 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 we How can we ""WOWWOW"" our Guest for Breakfast our 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 For G.S.I Highs and Low Variance For
RestaurantRestaurant
0
2
4
6
8
10
Nov.04 Dec.04 Jan.05
EastWestCoverThousand
ECCoverThousand
OverallBFExperience
Nov.04 Dec.04 Jan.05
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
Nov.04 Dec.04 Jan.05
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
Nov.04 Dec.04 Jan.05
Revenuehundredyhousand
OverallRSExperience
G.S.I Highs and Low Variance For G.S.I Highs and Low Variance For RestaurantRestaurant
0
5
10
15
20
25
Nov.04 Dec.04 Jan.05
RevenueMillion
Speedof RestService
0
5
10
15
20
25
Nov.04 Dec.04 Jan.05
RevenueMillion
RestStaffFriendliness
Nov.04 Dec.04 Jan.05
Revenue 16,501,614 18,338,705 20,792,824
Speed of Rest Service
7.55 8.12 7.42
Nov.04 Dec.04 Jan.05
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
G.S.I Highs and Low Variance For G.S.I Highs and Low Variance For RestaurantRestaurant
0
1
2
3
4
5
6
7
8
9
Nov.04 Dec.04 Jan.05
CoverTenthund
RestFoodQuality
Nov.04 Dec.04 Jan.05
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 categoryGSI 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 resolution42.86
quality of food and beverage 6.5
value for the price paid7.02
guest experience composite 7.1restaurant value for price paid 7.16speed efficiency of restaurant service 7.42overall meeting services provided 7.67restaurant staff friendliness 7.74restaurant food quality 7.81overall breakfast experience 7.85staff responsiveness to requsests 8overall saatisfation 8.09room décor/furnisings 8.15quality of service provided by ssrvice express 8.26ability 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 Delivery Main 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 WrongPreparation
Kitchen in Rushhour
Communication Others
Kitchen
S.E.
R/S
Daily Delivery Checking List
TotalOrder
Del in 30Mints
Del over30Mints
% in 30Minutes
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 TigerPrawns,but we do Thai Shrimp Salad.We redo the order and gst didn'tcomplain.
17-Dec FRI 12 12 0 100%
18-Dec SAT 13 12 1 92%
Total takes 48'. Weeding Roomorder 6 Club Sanwich & 5 icedcappuccio
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 TimeAccording 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 SYSTEMWHAT IT ISA 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
GUESTROOM
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 helpRush hour
Guest Elevator
inform
help
RecordCenter
deliver
EmergencyUse only he
lp
Key-in
Brain StormingBrain StormingDelivery 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-Delivery Improved Guest Order-Delivery
GUESTROOM
R/S 2F KITCHEN(prepare food)
inform
pickup
RecordCenter
MICROS
Key-in
order
deliver
Supervised byS.E. and F&B
com
pla i
n care
Brain StormingBrain StormingIncrease 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 Orders Brain Storming -- All Guest Orders are Supervised by S.E.and F&B are 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.
SMART PLANSMART PLAN
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 TimeChecking 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
SMART PLANSMART PLAN
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 Speed/Efficient of Rest Service Score to 8.35 From the Current Score of 7.81
G.S.I Score Steven ChengEast WestAsst. Manager
Fion YangExecutive LungeManager
Raymond ChiRoom ServiceAsst. Manager
Steve CarterExecutive Chef
Vicky ChouF/O Manager
-
-
STARWOOD CARES ‘SMART’ PLAN FOR East West Buffet/ Room Service/Executive Lounge
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 Rest Food Quality Score to 8.35 From the Current Score of 7.16
G.S.I Score Steven ChengEast WestAsst. Manager
Fion YangExecutive LungeManager
Raymond ChiRoom ServiceAsst. Manager
Steve CarterExecutive Chef
Vicky ChouF/O Manager
-
-
SMART PLANSMART PLANSTARWOOD CARES ‘SMART’ PLAN FOR East West Buffet/ Room Service/Executive Lounge