July 9, 2013
Consistency is the lifeblood of great branding, and to that end Marriott has taken something as seemingly simple as tidying up a hotel room in about 20 minutes and turned it into an exact science. In fact, company execs treat the 66-step manual as though it were a state secret, according to Forbes (July 15, 2013).
“Always knock three times before entering a room. Place clean fitted sheets on the nightstand. Strip the bed, and use dirty fitted sheet as a package for the rest. Inspect bed for stains. Smooth out mattress pad. Place clean fitted sheet on right side of bed, and start with top corner, move to bottom right corner and cover in a clockwise progression. Do not “billow” sheets in order to prevent tired arms.
When cleaning a nightstand, first wipe lamp base and shade and then the stand’s surfaces and drawers, including inside. Use the yellow rag with all-purpose spray in the yellow bottle. Wipe the nightstand’s glass top with a blue rag, using the blue bottle. Wipe the phone and clock. The telephone’s handset and faceplate should be wiped clean and free of marks. The cord must be bound neatly. Check that the alarm clock works and that it is set to the correct time. Make sure the alarm is off.
Before leaving, check the drapes to ensure they are in good shape and in proper position. Make sure the carpets and their edges are vacuumed and free of spots and tears. Tops of pictures must be dust-free as should be the ice buckets and windowsills. Check that the thermostat works and is set properly and that the room has a neutral odor.”
This post provided courtesy of Jay and Barry’s OM Blog at www.heizerrenderom.wordpress.com. Professors Jay Heizer and Barry Render are authors of Operations Management , the world’s top selling textbook in its field, published by Pearson.