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Our Company owns and manages select service hotels and Adult Living Residences (ALR's). Although there are many differences, there are numerous similarities and many skill sets that are transferable from one business line to the other. One of those skill sets that crosses business lines is the daily responsibility of making Quality Rounds.
If there is one point that I continuously attempt to convey to General Managers and Administrators, it is the need to have all five senses turned on and fine-tuned while making rounds through the property. All too often I see the GM's and Administrators simply walking the halls and referring to that as their quality rounds. Of course, that is better than sitting in your office all day, but it isn't enough.
Quality Rounds should involve interaction, education, demonstration, follow-up, investigation, determination and discipline.
Let's start with discipline. Quality rounds are something that should be done every day. It cannot be a pick and choose process that occurs only "when you feel like it". Unless there might be a day when you have zero customers, making quality rounds is a must. When you are not at the property, someone should be delegated the responsibility to conduct them on your behalf with a written summary.
This process/tool should not occur the same time each day but instead be flexible enough to gain the entire picture of what the customer potentially sees, 24/7. Only your determination to transform a good property into a great property will ensure that you are self-disciplined to do this. You should have various department managers accompany you regularly, not only share your observations, but also to exchange ideas and create opportunities to "educate" each other about the observations being made. It also allows you to demonstrate why, how, and what you expect from the department manager.
The observations should not only be what is seen, but what odors are present, what noises are being heard, what "things" you touch and how they feel, and finally, where food is involved, how it tastes. The use of the senses should drive you to a deeper level of investigation when any one of them sends you a message that would create a negative customer perception.
Unless you are making quality rounds for the very first time, you must also use the time as follow-up to previous issues identified and hopefully you have been disciplined enough to make notes each time you make the quality rounds. I have seen many variations on how to capture the information from quality rounds ranging from a 3-ring notebook by day or by department, a master rounds book, the use of the computer, etc. You must choose a system that is effective for you and efficient as well.
Moving on to the use of the 5 senses, our company has observed and learned a lot from the 2 business lines as to how to capitalize on the time dedicated to quality rounds. A wonderful tool used in the hotel business is the black light. The black light shows dirt very clearly and also shows any body fluids in the room. What might appear to be clean to the naked eye, many times is not. Your sense of sight is enhanced dramatically. We now use this tool in our Adult Living Residences and it has had a tremendous impact on our staff. It is also important to look behind, under, above and into all spaces, doors and equipment to ensure the back of the house areas demonstrate the identical quality as desired in front of the house areas. Staff must understand that management is sincere in its desire to ensure quality throughout. By the way, don't forget to look outside and assess the grounds and entrance - are there fingerprints on the front door?
Interact with customers, staff and vendors. Attentively listen to what they are telling you. This will assist you in identifying potential quality issues. Also, what other sounds don't feel right? A noisy washing machine, a buzzing light ballast, a lobby television that is too loud or a staff member acting inappropriately with a guest. Is a call bell going unanswered? Are back of the house activities evident to the guests? In addition, what don't you hear? Is the ice machine functioning? Is your intercom music on? Is there activity in your facility?
What about the smells when entering the building. Do you smell urine (Adult Living Residence) or a musty odor (hotel)? Or, do you smell fresh baked cookies (hotel or ALR)? What do you smell in other areas of the building.kitchen, public restrooms, in the room(s)? Are masking odors prevalent throughout? What impressions are being given to the customer?
Examination of the supplies and your sense of touch are extremely important. How does the linen feel? Is it course or non-absorbent? Is the water too hot or not hot enough? Do you shake hands with staff and customers that you encounter? Are the floors sticky? Do the equipment & supplies feel clean or are they slimy?
Finally, taste will be limited but should not be ignored. Sample the continental breakfast items in addition to viewing their presentation. Eat the meals that dietary is serving to the guests. Are they attractive, hot and tasty? Is the coffee fresh, the apples crispy and the yogurt cold? As you can see, the list of potential quality rounds is virtually endless. However, by making quality rounds daily, using your 5 senses and maintaining a system of documentation and follow-up, you can take your property from a level of good, to a level of GREAT! |
