Title Page
-
2017 BSA - Sheraton | Heart of House
-
Created by Parthian Yogarajah | IT Manager | Sheraton Gateway Toronto
Heart of House
-
Children's menu meets standard<br><br>External Notes<br>Children's menu meets standard<br><br>Mark N/A if any of the following:<br><br>Area under renovation and not available<br>Restaurant is a licensed concept<br>Hotel does not have a restaurant<br>Hotel has a no child policy or restriction for a minimum age requirement<br>Children's menu must minimally offer:<br><br>For breakfast, if breakfast buffet is not available, minimum of three kids menu items must be available<br>For lunch and dinner, minimum of 6 main courses including:<br>2 Healthy options<br>A minimum of 2 desserts<br>Mark NO if any of the above criteria is not met
-
Heart of House collateral meets standard<br><br>External Notes<br>Heart of House collateral meets standard<br><br>Framed Heart of house posters must minimally include:<br><br>Human Truths posters<br>Service Model posters<br>Core Value posters<br>Mark NO if any of the above criteria is not met
-
Sheraton Club hours of operation meets standard<br><br>External Notes<br>Sheraton Club hours of operation meets standard<br><br>Mark N/A if property is resort location and does not have a Sheraton Club Lounge<br><br>The Club Lounge should be accessible to guests a minimum of:<br><br>Seven (7) Days a week<br>Sixteen (16) hours per day<br>Check signage in Club, in guestroom or ask associate the hours of operation<br><br>Mark NO if the hours of operation are less than the minimum amount
-
Hotel has the minimum required bandwidth for guestroom internet access<br><br>External Notes<br>Hotel has the minimum required bandwidth for guestroom internet access<br><br>Mark N/A if any of the following:<br><br>Hotel has provided documentation that an owner or management company change has occurred within the last 90 days<br>Hotel opened within the last 90 days<br>Hotel is a Gaylord<br>Hotels must follow minimum bandwidth requirements as communicated by both the standard and the continent teams
-
Global Property Network Standard (GPNS) technical solution is installed<br><br>External Notes<br>Global Property Network Standard (GPNS) technical solution is installed<br><br>Mark N/A if you find any of the following:<br><br>Hotel has signed contract to install GPNS, and the installation has not occurred yet<br>Hotel has current (not expired) contract with any internet provider signed November 1, 2012 or prior (AP, CALA, CAN, MEA, US)<br>Hotel has current (not expired) contract with any internet provider signed October 1, 2013 or prior (EUR)<br>Hotel provided documentation that an owner or management company change has occurred within the last 90 days<br>Hotel opened within the last 90 days<br>Hotel is part of the Autograph Collection (CALA, CAN, EUR, MEA, US)<br>Hotel is AH, FP, LC, TRB, SHER, SR, W, WSTN<br>Hotel must have the Global Property Network Standard (GPNS) technical solution installed per standard guidelines (AH, FP, LC, TRB, SHER, SR, W, WSTN)<br><br>Hotel must have the Global Property Network Standard (GPNS) technical solution installed (AC, AUTO, CY, DH, FIS, JW, MEApts, MH, MX, RC, RH, RI, SHS, TPS)<br><br>Ask associate to:<br>Log-on to Marriott Global Source<br>From MGS home page:<br>Click on Operations > Guest and Property Technology<br>Click on Property Internet Strategy<br>Click on GPNS Compliance<br>Click on QA Compliance<br>Click on most recent Property GPNS Internet Tracking (XLS) to open file<br>Enter/Search for MARSHA code<br>Based on the result, mark YES or N/A<br>If property is:<br><br>Not listed on report, or<br>Is listed as Ask to see GPNS System Installation Certificate, or<br>Site is not available due to technical issues<br>Ask to see the GPNS System Installation Certificate<br><br>Documentation must only be in the following specific form listed below:<br>Signed GPNS System Installation Certificate<br>Required fields include:<br><br>Property Name<br>MARSHA Code<br>Property Address<br>Vendor Signature, Name, Title, Date<br>GPNS Installation/Certification Date (EUR, AP, and MEA)<br>Date must be on/after January 1, 2012 (AP, MEA)<br>Date must be on/after January 1, 2013 (EUR)<br>It is acceptable if:<br><br>GPNS System Installation Certification is a copy, fax, or scan<br>Vendor signature, on the GPNS System Installation Certificate is electronic<br>Operator signature area, on the GPNS System Installation Certificate is blank<br>GPNS Version Date area and GPNS Installation/Certification Date, if present on the GPNS System Installation Certificate, are blank or list any date (CALA, CAN, US)<br>Mark NO if you find any of the following:<br><br>Hotel states GPNS not installed<br>Hotel indicates GPNS is installed but GPNS System Installation Certificate not available and hotel is not listed as Compliant on the Property GPNS Internet Tracking (XLS)<br>GPNS System Installation Certificate required fields are blank<br>GPNS Installation/Certification Date is blank (AP, EUR, MEA)<br>GPNS Installation/Certification Date is prior to January 1, 2013 (EUR)<br>GPNS Installation/Certification Date is prior to January 1, 2012 (AP, MEA)
-
guestVoice Alert Response Rate meets standards<br><br>External Notes<br>guestVoice Alert Response Rate meets standards<br><br>Mark N/A if you find any of the following:<br><br>Hotel provided documentation that an owner or management company change has occurred within the last 12 months<br>Hotel opened within the last 90 days<br>Hotel has 2000 rooms or more (AUTO)<br>Internet is unavailable due to technical issues<br>Hotel must respond to guestVoice Alerts within 48 hours by an approved method for GSS, TripAdvisor and Marriott Verified Reviews (MVR)/SPG Ratings & Reviews<br><br>Hotel must maintain a minimum 90% response rate for all GSS, TripAdvisor, and MVR/SPG Ratings & Reviews alerts<br>Alerts are triggered for negative guest feedback: GSS ITRec < 6, MVR < 3, SPG <3, and TripAdvisor < 3<br>Response must be one of the following:<br>Email to the guest using a rapid response template within the guestVoice platform for GSS,<br>Response posted to a MVR through guestVoice,<br>Response posted to a SPG Ratings & Review through guestVoice, or<br>TripAdvisor review response posted online<br>Compliance will be measured on Total rolling 12-month performance at or above 90%<br>Note: Rolling 12-month performance only includes information since opening date or since participating in the guestVoice standard. In addition, only hotels where the standard has been active at least 3 months will be audited.
