g.s.i presentation overall breakfst experence

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


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　　


goals)


measure)


responsible)




1) Increase the Breakfast Experience Score to 8.35

From the Current Score of 7.16

G.S.I Score Fion YangExecutive LungeManager


--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　　　


goals)


measure)


responsible)




1) Increase the Breakfast Experience Score to 8.35

From the Current Score of 7.16

G.S.I Score Raymond ChiRoom ServiceAsst. Manager


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


EastWestCoverThousand

ECCoverThousand

OverallBFExperience


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


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


RevenueMillion

Speedof RestService

0

5

10

15

20

25


RevenueMillion

RestStaffFriendliness


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

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


CoverTenthund

RestFoodQuality


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)


measure)


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


goals)


measure)


responsible)




1) Increase the Speed/Efficient of Rest Service Score to 8.35 From the Current Score of 7.81


Fion YangExecutive LungeManager

Raymond ChiRoom ServiceAsst. Manager

Steve CarterExecutive Chef


-

-

STARWOOD　CARES　‘SMART’　PLAN　FOR　East　West　Buffet/　Room　Service/Executive　Lounge　　


goals)


measure)


responsible)




1) Increase the Rest Food Quality Score to 8.35 From the Current Score of 7.16


Fion YangExecutive LungeManager

Raymond ChiRoom ServiceAsst. Manager

Steve CarterExecutive Chef


-

-

SMART PLANSMART PLANSTARWOOD　CARES　‘SMART’　PLAN　FOR　East　West　Buffet/　Room　Service/Executive　Lounge　　

g.s.i presentation overall breakfst experence

Documents

ew cover ec cover rscover

rooms room guest

package corporate room

guest total

house guest

room service

east west ec

problems areas