Four Points F&B GSS Thresholds

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As the Four Points F&B experience continues to evolve, we are focused on improving the guest experience in F&B operations. When left unchecked, inconsistent execution can have a negative impact on overall Four Points brand performance, and guestVoice data indicates many properties have an opportunity to improve on F&B execution.

To ensure a consistent guest experience, we have implemented F&B GSS performance thresholds for all eligible* Four Points hotels in the U.S. and Canada, which will take effect beginning in the July – December 2019 wave.

The GSS thresholds will be measured for the offered evening food and beverage that satisfied expectations question. If a property performs below either the first or second threshold (45.0% and 35.0%, respectively) for the tracking period, the property will be required to complete the applicable training requirements at their own expense.

Property performance against these thresholds will be assessed every 6 months (tracking period). For each consecutive tracking period a property falls below either threshold, they will be required to complete the corrective action, as outlined below:

Threshold	1st Tracking Period	2nd Tracking Period	3rd Tracking Period	Each Subsequent Tracking Period
First Threshold	General Manager and an additional F&B team member must complete the Four Points F&B eLearning course. All participants must score 80% or above on the final exam.	Appropriate property representatives must attend a two-day in-person F&B training at the property.	Category B properties will be recategorized as “A” properties and must comply with Category A menu requirements.	Appropriate property representatives must attend a five-day in-person F&B training at the property.
Second Threshold	Appropriate property representatives must attend a two-day in-person F&B training at the property.	Appropriate property representatives must attend a five-day in-person F&B training at the property.	Appropriate property representatives must attend a five-day in-person F&B training at the property. As part of the training, the trainer will convert a Category B property to Category A.

 

Note: The cost of an on-property visit is approximately $800 (US)/day + travel (billed to property). For more information, visit MGS.

* All Four Points properties in the U.S. will be evaluated relative to the thresholds unless:

• The property opened in the current tracking period.

• The property has received fewer than 50 survey responses for the evening F&B GSS question during the tracking period.

• The property offers ONLY Category C F&B outlets. If the property offers multiple F&B outlets, any outlets in Category A or B are subject to the performance threshold program.