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The success of any business is contingent on the ability to meet and
exceed customer expectations consistently. We therefore place operational,
service and product quality at the top of our list of priorities.
The team members of the B. F. Saul Company Hotel Division are proud
of our strong commitment to both our guests and fellow associates.
We recognize that the delivery of exemplary guest service is dependent
on a group of caring team members who share common goals and a true
spirit to serve. We focus our quality programs and training to achieve
three primary operational standards which we call Our Big Three.
Our Quality Pledge
A B. F. Saul Company Hotel is a place where
every guest receives 100% satisfaction in the service,
products and environment we proudly provide.
Our success depends on achievement of OUR BIG THREE.
1. Happy, professional team members who demonstrate
aggressive friendliness.
2. A clean, crisp, safe property where everything works.
3. Guests and team members receive all that they expect…plus a little bit more.
Each team member is empowered to satisfy guests, ensuring their
willingness to return.
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This statement is the basis for our operational standards, training,
capital improvements, reward and incentive programs. The highest honor
that a hotel team can achieve within the B. F. Saul Company Hotel
Division is to be named the winner of Our Big Three Award. This recognition
is granted three times per year to the hotel team which demonstrates
these standards to the greatest extent. We measure achievement through
the evaluation of guest comment performance, training and on property
quality efforts.
B. F. SAUL COMPANY - HOTEL DIVISION 10 STEPS TO LIVING OUR BIG 3!
To reinforce our focus on the achievement of excellent guest service
and quality we train all of our team members to focus on ten critical
standards of service. These are actions that all
embrace to realize
the achievement of Our Big Three. Achievement of these ten
steps
is the
responsibility of each and every team member of the B. F. Saul
Company Hotel Division.
Happy, professional team members who demonstrate aggressive friendliness.
1. Know your hotel.
2. Present a polished image.
3. Smile and always practice the 10-5 rule.
A clean, crisp, safe property where everything works.
4. Cleanliness is everyone's job.
5. Details make the difference.
6. Safety is no accident.
Guests and team members receive all that they expect...
7. Always enhance, never maintain.
8. Follow up and follow through.
9. Create a "wow."
...plus a little bit more.
10. Find a way to say "yes."
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