After a lot of hard work, discussion and tweaking our team have come up with a very effective tool to help drive quality, improve morale and increase teamwork.

The annual incentive programme is split into 4 quarters with the winning team given a prize of AUS$1000 to share. The programme is based on rewarding teams with points for excellent actions and results.

There are a total of 9 teams in this particular operation however the split can be done according to the size of the Hotel. In this case, the teams are split up into teams of staff from 2 floors.

They comprise of:

• 2 Floors consisting of Room Attendants, Housemen including regular relievers and Supervisors. Each team totals 16. Regular Contractors are also included in these teams.

• In each team, the 2 Floor Supervisors are the joint leaders responsible to double check the points of his/her team are counted correctly.

• Each team is given 1000 points as the base fund at the beginning of each quarter.

The teams are rewarded with a certain amount of points according to the following:

• 2000 points are awarded to any Team Member's quality checklist score of the month whose average is above 95%, checklists are conducted by the Head Floor Supervisor, the Managers and the Quality Controller.

• 1000 points to the Top pantry checklist score, also checked by the Managers and Quality Controller on a weekly/monthly basis

• 1000 points awarded to the top guest room wastage recycling programme, e.g. plastic water bottles / soap / amenities bottles. Each set of items is weighed and calculated on a monthly basis.

• 1000 points awarded to the top coffee capsule recycling, this is done using the total weight over the quarter

• 1000 points awarded to the Houseman whose guest delivery response rate is over 95% average for the quarter. Items must be delivered within 15 minutes of the request.

• 1000 points for every Standing Ovation nomination. This is an award nominated by the Department Head for those outstanding Associates who have been specifically mentioned by the guest for exceeding their expectations.

• 500 points for every positive feedback through Guest satisfaction survey or emails, and for those which specifically mention the excellent room cleanliness or housekeeping service

• 1000 points for every Associates name mentioned by the guest in Guest satisfaction survey or emails

• 200 points for every thoughtful gesture which is selected to post on the noticeboard

The team will be deducted certain amount of points according to following:

• 1000 points for every guest complaint from Duty Manager log, emails or Guest satisfaction survey

Winning Team of the Quarter

CASH PRIZE

Aus$1000 and boasting rights, certificate and recognition of the team by Senior Management.