Le Meridien group starts global rollout of meaurement app

Following a successful pilot project at Le Royal Meridien Bahrain the hotel chain commences a global rollout of its Metrics & Measures software.

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By  Greg Wilson Published  September 4, 2002

Following a successful pilot project at Le Royal Meridien Bahrain the hotel chain is commencing a global rollout of its Metrics & Measures software. The measurement application, which has been designed for the Le Meridien group, ensures best business practices are followed resulting in reduced operating costs and improved customer service.

“Service levels are key at Le Royal Meridien,” says Francesco Borrello, general manager of Le Royal Meridien Bahrain.

“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,” he adds.

Based on a structured data-gathering method including observation of processes and interviews with front-line staff, the application 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.

Having identified the check-in/check-out process as a priority in customer service, the Metrics & Measures team, headed by its quality champion began work. Over 30 days, the team stripped the check-in/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,” comments Borrello.

“As a result, our systems are 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,” he adds.

Metrics & Measures was developed in conjunction with a ‘top’ consulting firm.

“We have had extremely positive feedback from the [application] and the general managers believe they can truly benefit from Metrics & Measures,” says Le Meridien’s project manager, Michele Moore.

“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,” he adds.

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