Evaluation of 3rd Party Outlets in Brand Standard Audit (BSA) Begins February 1, 2016
Food & Beverage and Spa outlets are an important part of the guest experience, and they influence perception of a hotel and brand regardless of who manages the operation. Going forward, 3rd Party-operated outlets will be measured on the BSA for cleanliness, condition, service and food safety, as well as branded elements (where applicable). GMs were advised of these evaluations during the December webinars, and were informed that more details would follow. To ensure GMs have time to review this information with operators, we will begin evaluation of 3rd Party-operated outlets during the BSA on February 1, 2016.
Spa Evaluation: Spas reported in EPIC for all Full Service brands globally will be evaluated for cleanliness and condition, regardless of operator. In Marriott Hotels, Renaissance Hotels and Autograph Collection Hotels properties, product standards will also be assessed in MI-branded spas. JW and The Ritz-Carlton spas will continue to have a more robust spa audit in which the auditor experiences a treatment.
Food & Beverage Evaluation: Food & Beverage outlets will be evaluated for cleanliness, condition, basic service (e.g., smile, uniform, eye contact), and food safety regardless of who operates the outlet and how it is branded. Some of these elements are evaluated during the unannounced portion of the audit. In addition, brand service and product standards will be evaluated in MI-branded outlets regardless of who operates the outlet.
The Food Safety section does require access to the kitchen during the announced portion of the BSA. The auditor will request access to the kitchen from the hotel leadership, and then evaluate the food safety items per the BSA. Should the F&B Outlet operator not grant access to inspect (depending on how the leasing agreement was written), hotel leadership should notify the auditor, who will mark the food safety items non-compliant. These non-compliant Food Safety questions do not have points and will not impact the score; however, hotel leadership will need to complete the online resolution process.
Resolution Process: The hotel operator will complete the required success plan within 30 days selecting “the right to inspect is not included in the current lease agreement” when completing the form to avoid a hotel funded re-inspection.
Action Steps to Prepare by January 31, 2016:
- Initiate dialog with 3rd-party operator
- Confirm contractual rights of inspection
- Share details of what will be evaluated; consequences, remedial steps, responsibilities. Please see Appendix for Food Safety evaluation items.
These changes will continue to strengthen the health of the Marriott brands and operations by improving consistency in guest experience.
APPENDIX – Food Safety items reviewed in the BSA
Food Safety evaluation of 3rd Party Outlets will include six of the nine questions in the Brand Standard Audit (BSA). MI-operated outlets will be evaluated on all nine questions.
Questions evaluated in all Food & Beverage Outlets:
- Personal hygiene procedures are followed
- Ice Machines are clean and in good condition
- Cold potentially hazardous foods maintained at 41F (5C) or below in all cold holding devices
- Facility is clean and in good condition
- Dishwashing machines properly maintained and operated
- Cross-contamination prevention procedures are followed
Additional questions evaluated in Marriott International operated Food & Beverage Outlets:
- Temperature Logs and Training documentation is completed and available for review
- Cutting board policy meets standards
- Quarterly Global Food Safety Audit (GFSA) is completed and documented
