Brand Compliance (5%) MEIA-Specific Metric
OUR GUESTS
Measured by LQA Luxury Standards 1
Objective • In line with our OPERATIONAL EXCELLENCE Strategic Business Pillar • As MEIA is largely a managed portfolio, assuring Brand compliance and excellent customer experience is paramount
Based on LQA Audit (1 st and 2 nd inspections if required)
•
Front Office
√ √ √ √ √ √ √ √ √ √ √ √ √ √ √ √
Reservations
Check-in Check-out
Using LQA Luxury Standards 1
•
Doorman - Arrival
LQA scoring based on the average of the sections to the right only The “Product: Room” subsection is excluded from the total score due to a large number of exceptions
•
Doorman - Departure
Concierge / Guest Services
Scoring Mechanism:
Housekeeping
•
Criteria
Score
Arrival
Turndown Servicing
Each property to achieve 80% pass score on first audit
2%
Laundry
If a property fails the first audit: • Each property to fail 80% pass score on first audit • Then on second audit:
F&B
0%
Breakfast Restaurant
• Each property to achieve 80% pass score on second audit • Each property to fail 80% pass score on second audit
1% -2%
Buffet
Light Meals
Bar
In Room Dining
Each property to improve 2019 score on first audit
Extra 2%
Product
×
Room
Exception for SLIB: due to excellent 2019 score (95%) SLIB needs to achieve 90% score minimum to get the extra points
√ √
Public Areas
Fitness Facilities
Each property to complete a minimum of 6 self-audits by 30/11/20/20 on I-Auditor or LQA Self-Audit platform
Extra 1%
Other
√ √
Transport
Spa Treatment
1. Excluding HJMD and THAD measured by LQA Upscale Standards
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