Global measurement system pilots at Le Royal Meridien

Metrics & Measures, which was designed for Le Meridien worldwide, is currently being rolled out at the group's luxury hotels around the world, following a successful dry run in the Kingdom's only beach resort.

Using a structured data-gathering method including observation of processes and interviews with front-line staff, the programme is used by management to close gaps in service delivery and process. The service and process gaps are identified by using self-assessments and results of the JD Power customer survey.

Francesco Borrello, general manager of Le Royal Meridien Bahrain, said: "Service levels are key at Le Royal Meridien. We were only too eager to test out Metrics & Measures at Le Royal Meridien Bahrain, and presented our findings to representatives from Le Meridien's 26 properties across the Middle East and West Africa at a recent seminar."

Having identified the check-in and check-out process as a priority in customer service, the Metrics & Measures team, headed by its Quality Champion, was engaged. Over the allotted 30 days, the team stripped the check-in and check-out processes down to each operating procedure.

"Having studied each process, the team spent time with front office staff to identify where we can save time and improve service delivery," said Borrello. "As a result, our systems are now slicker and more customer-focused than ever before. Efficient processes affect the bottom-line benefit.

"In addition, Metrics & Measures allows staff to be more involved in the running of the resort, as well as introducing more accountability across the board."

Following the successful pilot schemes, Metrics & Measures is currently being rolled out throughout Le Meridien across the world. The project manager Michele Moore worked in association with a leading international consultancy firm, to develop a programme for the luxury hotel group, which is already recognised for its high commitment to service standards.

Moore said: "We have had extremely positive feedback from the programme, and the general managers believe they can truly benefit from Metrics & Measures.

"The scheme is simple but effective. Hotel teams are very pleased with the system as well, because it raises awareness of cross-departmental service issues and allows line employees to work closer with management on commercial issues, which raises morale."

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