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Program Implementation Kit

KIT #: 2123
TITLE: Country Inns & Suites By Carlson Quality Performance Review
DATE: February 8, 2012
DEPARTMENT: Administration

Table of Contents
The QPR Process ........................................................................................................................................... 2
QPR Reports ................................................................................................................................................... 3
Interpreting the QPR Dashboard Report ......................................................................................................... 4
QPR Scoring ................................................................................................................................................... 5
LRA TouchPoint Manager (TpM) Tutorials .................................................................................................... 5
Quality Performance Review Self Assessment .......................................................................................... 6
Standards Variance Requests ...................................................................................................................... 6
Frequently Asked Questions ........................................................................................................................ 6

Country Inns & Suites conducts unannounced Quality Performance Reviews (QPR) at every hotel, either
directly or through an independent consulting company. Country Inns & Suites uses the professional
services of LRA Worldwide to conduct its Quality Performance Reviews.
The QPR program focuses on product and service standards to aid the consistent delivery of the brand
promise. The QPR program is designed to bring the management team's attention to those areas where
improvement is needed with respect to the hotel's compliance with Country Brand Standards,
Cleanliness and Conditions in order to achieve the highest level of guest satisfaction.

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The QPR Process
Step Description
1 The Country QPR process is unannounced, and entails an approximate 4 hour
visit by an LRA Consultant. Generally, QPRs are conducted in either the morning
or afternoon.
For a morning QPR, the Consultant typically arrives the evening prior, and
announces their presence to the Manager on Duty the next morning to
begin the assessment.
For an afternoon QPR, the Consultant will generally arrive at the hotel mid-
day, and announce their presence to the Manager on Duty to begin the
assessment.
2 The Consultant will conduct a process briefing, which includes requesting such
items as a Vacant/Ready room report, and certain product sourcing invoices. The
Consultant will randomly select 5 guestrooms as part of the review process. In
addition to using review checklists, the Consultant will have an audio recorder
and take photos of their experience during the review process. Hotel
management is to join the QPR to ask questions, gain understanding of the
process, and answer questions for the Consultant.
3 Upon completion of the QPR, the Consultant will provide summary comments and
answer any procedural questions, but is unable to provide scoring results until the
detailed report is processed in the LRA system.
4 Within 10 business days of the QPR, the General Manager will receive an email
informing him or her that the LRA QPR Report is published on the LRA website.
The General Manager accesses and reviews the hotels reports via CONNECT>My
Applications>QPR
5 The QPR report will indicate an overall Pass/Fail, as well as section scoring
details. Any deficient standard items are automatically populated in a draft
Management Action Plan (MAP) on the LRA website. The General Manager is
responsible for developing a remediation plan for each item along with a due
date, and submitting the plan via the QPR web site to their Country Inns & Suites
District Director within 30 days.
6 Once the Management Action Plan is Approved by the District Director, the hotel
is required to remediate the deficient items as defined in the MAP.
7 Hotels that receive a Fail status on the QPR are subject to a re-inspection. Hotels
are charged USD 1800 per instance for re-inspections. Country Inns & Suites also
reserves the right to place a hotel in default of its license agreement for failure to
comply with brand standards.

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QPR Reports
The QPR is organized into sections for Public Space, Guest Room and Guest Bath. Each is evaluated for
Overall Cleanliness, Overall Conditions, and Overall Brand Standards. Hotels have access to these
reports:

QPR Dashboard: This report provides the overall Pass/Fail assessment status and roll-up of key
areas in the hotel including Signature Standards. Illustrated details on interpreting the report
follow.

Summary Detail Report: The Summary Detail Report provides overall scores for each section of
the QPR.

Detail Report: The Detail Report provides line item details for all items reviewed and related
scoring.

Narrative Report: The Narrative Report provides high level LRA Consultant commentary
regarding any trends or special circumstances experienced during the review.

Property Pictures: Property Pictures contains samples of key areas of the hotel notated with
the Consultants observations.

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Interpreting the QPR Dashboard Report

Overall
QPR Result

If a Critical Issue
is >0, that
section and the
overall QPR
status will
display red and
the QPR status =
Fail, even if the
points achieved
for that section
exceed
minimum brand
thresholds.

Green bars represent results exceeding minimum brand thresholds.


Red bars represent results below minimum brand thresholds.

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QPR Scoring
To achieve a QPR Pass status, hotels must meet the following minimum thresholds:

Area Minimum Passing Score


Overall Cleanliness 85%
(Weight - 33.3%)
Overall Condition 85%
(Weight - 33.3%)
Overall Brand Standards 80%
(Weight - 33.3%)
Signature Standards Regardless of the hotels Overall Cleanliness, Overall Conditions and
Overall Brand Standards scores, the hotel must also pass all
designated Signature Standards. Failure of a Signature Standard may
result in an overall Fail status on the QPR.
Critical Issues Regardless of the hotels Overall Cleanliness, Overall Conditions and
Overall Brand Standards scores, a Critical Issue may be invoked for
any cleanliness or conditional items that a guest would find material
and grossly offensive to their guest experience. A Critical Issue may
result in a Fail status on the QPR.

LRA TouchPoint Manager (TpM) Tutorials


The LRA TouchPoint Manager is the system used to facilitate QPR reporting, Self Assessments, Waiver
requests and Management Action Plans. Hotels have a number of training tools accessed under the
Tutorial tab on the TpM website. The tutorials are offered in multiple ways including recorded and
narrated video demonstrations of the primary modules, as well as step by step self-paced study guides
that can be viewed online or downloaded.

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Quality Performance Review Self Assessment
The QPR website enables hotels to complete a QPR Self-Assessment. This is a useful tool to aid
management in educating themselves and provide feedback for their staff in execution of Brand
Standards. The Self Assessment tool is accessed at CONNECT>My Applications>QPR>Self Assessment.

Standards Variance Requests


Hotels may have a local circumstance that could prevent its ability to be in compliance with a brand
standard. If a hotel believes it has such a circumstance, it must complete a waiver request on the LRA
website for Country Inns & Suites brand review.

If a waiver request is denied by Country, the waiver request is statused as Denied on the LRA website,
and the hotel will receive an email indicating the Denied status.

If a waiver request is approved by Country, the waiver request is statused as Approved on the LRA
website, and the hotel will receive an email indicating the Approved status. If the Approved waiver is
for a standard that is reviewed during the QPR, that Standard is statused as Waived on the QPR report,
and the points available for that line item on the QPR are decremented accordingly.

Regardless of whether or not a standard is evaluated within the QPR, all Country waiver requests must
be submitted via the LRA website accessed via CONNECT>My Applications>QPR>Waivers

Frequently Asked Questions


Question Answer
What happens if the General Manager The hotel should plan to engage the Manager on Duty or
is not at the hotel when the Consultant other appropriate supervisor to join the QPR. The Consultant
is ready to conduct the QPR? will conduct the QPR whether or not a hotel representative is
available to join the review.
What are examples of documentation The Consultant will request documentation of items such as:
the Consultant will request during the
Disaster Recovery Plan & Steps to Running A Manual
QPR?
Hotel
Country Call Back Program log
Be Our Guest Service Activities Attendance logs
Living Responsible Business Training Attendance Log
Club Carlson Welcome Amenity (example with GM
note/card)
Business Center Equipment Purchase Record
Guest Internet data circuit size subscribed
Carlson Hotels Gift Certificates
Sample Letterhead & Business Cards
Fitness Center: Designated equipment, Equipment

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Question Answer
product life cycle, Preventative Maintenance program
agreements & invoices
Royal Cup coffee invoices
F&B: Designated product & sourcing (eSysco activity,
and/or copies of Sysco invoices) & Weekly Menu
Options
F&B: Carbon's waffle mix invoices
Living Responsible Business Training log
How do I ensure LRA has the correct LRA sends all QPR results and communications to the hotels
General Manager information in their General Manager.
database?
In the Hotel Security Application (HSA) in the Login
Maintenance tab:
1. Confirm the hotels General Manager has an HSA
account with the correct GMs name
2. Confirm the GMs account has the Position field
selected as: General Manager. Also confirm no other
hotel users have the General Manager Position
selected.
3. Confirm the GMs account email address is accurate.
(This must be the hotels CX_XXXX email address.)
How do I get the QPR link to appear in Contact your hotels Hotel Security Application (HSA)
CONNECT>My Applications? administrator to have them add your access to the QPR
website. There are 2 roles in the HSA for QPR access:
General Manager: This is only assigned to the hotel
General Manager
Hotel User: For all other hotel users, which provides
view-only access to the hotels QPR Reports,
Management Action Plan, Waivers and Tutorials
Where can I find the standards that LRA A list of all standards in the QPR is located at CONNECT >
will be assessing? Document Library>Country Inns & Suites By
Carlson>Operations>Forms Guide
Hotels may also print out the standards in the Self
Assessment module within the LRA website.
What can I find additional information Self-study tutorials for each module in the LRA QPR web site
on how to use the QPR web site? are available at CONNECT>My Applications>QPR>Tutorial

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Question Answer
How is the QPR scheduled? LRA works collaboratively with Country to develop an
efficient scheduling process. While the QPR is unannounced,
LRA will generally avoid scheduling an inspection during
major city or regional events such as Super Bowl, Final Four,
etc.
Are QPRs conducted on weekends? QPRs are generally not conducted on weekends, however
an LRA Consultant may arrive on a Sunday evening in order
to begin the QPR Monday morning.
What if my hotel is sold out when the In the case a hotel is sold out, the Consultant inspects their
LRA Consultant arrives? own guest room (if applicable), then reviews the public areas
while departure rooms are cleaned. In the rare instance the
hotel is sold through, Consultants secure the hotels house
list of due outs and due ins, and identifies an alternate date
for the QPR, otherwise the Consultant will return to the hotel
at another unannounced time.
What if I disagree with how an LRA LRA Consultants are highly trained in brand standards and
Consultant interprets and scores an apply their expertise from objective guest experience
attribute on my QPR? expectations and industry norms for cleanliness and
conditions. Areas of deficiency are generally photographed
as part of the documentation process. If during the QPR you
believe the Consultant has made a misinterpretation, it
should be brought to his/her attention at that time. Questions
regarding the results of your QPR should be brought to the
attention of your hotels District Director.
Who is responsible for the cost of the The hotel is responsible to provide a complimentary
room night for the LRA Consultant? guestroom. In some cases, the Consultant may stay a second
night at the hotel for purposes of schedule positioning. The
hotel is to reverse folio charges for the QPR consultant
including room, taxes, fees and tested services (i.e., food and
beverage) with the exception of alcoholic beverages.
I believe my hotel has a local Regardless of whether or not a standard is evaluated within
circumstance that could prevent it from the QPR, all Standards Variance requests must be submitted
being in compliance with a brand via the LRA website accessed via CONNECT > My
standard. How do I request a Applications >QPR > Waivers
Standards Variance?
What happened to the Waiver of With the transition to LRA, all active approved waivers were
Standard Approved / Disapproved automatically transferred to the LRA website. As such, the
reports on CONNECT? Waiver of Standards Approved and Waiver of Standard
Disapproved reports on CONNECT were retired in January
2011. All QPR waiver requests and reporting are now
accessed via the QPR website.

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Question Answer
In the LRA Waiver module, I see an With the transition to LRA, all active approved waivers were
approved waiver that says transferred to the LRA website. Because these were not built
Grandfathered in the Date Requested using the typical LRA waiver functionality, the link in the
field. What is this, and why cant I see Status field is disabled. To see the comments about
any detail when I click on the Status Grandfathered waivers, please access CONNECT and query
link? for Waiver of Standard Approved in your hotel specific
documents.
I believe my hotel has an approved When waiver requests are approved, they are generally only
waiver, however I do not see it on the approved for a temporary time period and it is possible the
LRA website. waiver request has expired. The hotel should submit a new
waiver request.
Who can submit a waiver request? Only users with the General Manager role in the Hotel
Security Application for the QPR website may request a
waiver.
How can I best prepare for a QPR? Review the Standards of Service & Operation and Standards
of Architecture & Design manuals.
Take the QPR Self Assessment on the LRA website. Self
Assessments include the ability to take the full QPR, or just
specific sections. As an educational tool, the General
Manager can also assign Self Assessment modules to staff
members, and review and discuss any deficient areas so
improvements can be made.
What happens if my hotel does not pass Hotels that receive a Fail status on the QPR are subject to a
the QPR? re-inspection. Hotels are charged USD 1800 per instance for
any re-inspections. Country Inns & Suites also reserves the
right to place a hotel in default of its license agreement for
failure to comply with brand standards.

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