(TITC) – Service refers to services provided for the meeting purpose. This includes the coordination of the staff of the venues with the organisers as well as the venue’s service improvement process. Quality of staff as well as environmental protection/community are also included.
AMVS’s Service(s) criteria and requirements as follow:
| Criteria | Requirements & Scoring |
| Coordination & Service Improvement | |
| S01 Advanced-booking service There is an on-line comprehensive information on the types and floorplan of meeting rooms There is an on-line comprehensive information on the availability of meeting rooms There is a salesperson in handling client’s queries The salesperson is knowledgeable and is able to provide advice on floor plan and meeting packages suitable for the client’s needs There are variety of payment methods | 3 Complete 5 requirements 2 Complete 3-4 requirements 1 Complete 1-2 requirement 0 Unable to meet any of the requirements |
| S02 Service to organizers | 3 There is a dedicated team of staff to respond to the organizers and handle all issues as a one-stop service when there incidents 2 Organizers need to contact 2-3 channels when there are incidents 1 Organizers need to contact a number of parties when there are incidents 0 Organizers do not know whom to contact when there are incidents |
| S03 Complaints & service evaluation of the buyers and/or organizers There are appropriate channels in receiving complaints and customer feedback There is a system in handling customer complaints and customer feedback There is a motivation/incentive system for staff to prevent complaints | 3 Complete 3 requirements 2 Complete 2 requirements 1 Complete 1 requirement 0 Unable to meet any of the requirements |
| S04 Staff personality Uniforms are professionalStaff are neat and tidy Staff are friendly | 3 Complete 3 requirements 2 Complete 2 requirements 1 Complete 1 requirement 0 Unable to meet any of the requirements |
| S05 General knowledge & understanding of venue staff Knowledge & understanding about their job description and duties Knowledge & understanding about the meeting industry and meeting activities Knowledge & understanding about the venues and the organization Knowledge & understanding about different backgrounds & needs of meeting participants and organizers | 3 Complete all requirements 2 Complete 3 requirements 1 Complete 1-2 requirement 0 Unable to meet any of the requirements |
| S06 F&B service Staff are able to create or adapt the menu to suit with the requirements of the meeting Staff are able to create or adapt the menu by using local ingredients Staff is able to produce high volume of refreshments and meals within the time and requirements of the event The tea set/coffee set/dinner set are appropriate There is clean drinking water available for meeting participants Food service staff are well trained and knowledgeable | 3 Complete 5-6 requirements 2 Complete 3-4 requirements 1 Complete 1-2 requirement 0 Unable to meet any of the requirements |
| S07 Foreign language skills of staff Most staff can communicate in English Some of the staff can communicate in third language There are on-going language training program for staff both full-time and temporary | 3 Complete 3 requirements 2 Complete 2 requirements 1 Complete 1 requirement 0 Unable to meet any of the requirements |
| S08 Respect to the difference of races, religions, cultures, genders and ages There are signs in local and English language The preparation of foods is able to accountable for different needs of meeting participants The staff is aware of differences in races, religions and cultures There is a equality policy for staff in providing service to meeting participants | 3 Complete all requirements 2 Complete 3 requirements 1 Complete 1-2 requirement 0 Unable to meet any of the requirements |
| S09 Staff performance on service quality There is a systematic recruitment procedures both for full-time and temporary staff There is an appropriate orientation and training for full-time and temporary staff in response to the local law There is an monitoring system for new hires and temporary staff There is an appropriate performance management for full-time and temporary staff | 3 Complete all requirements 2 Complete 3 requirements 1 Complete 1-2 requirement 0 Unable to meet any of the requirements |
| S10 Compensation, benefits and welfare for staff Compensation, benefits and welfare are provided in accordance with the local labor’s law There is an annual staff health check In compliance with the local law, there is an encouragement to hire local staff to work with the organization | 3 Complete 3 requirements 2 Complete 2 requirements 1 Complete 1 requirement 0 Unable to meet any of the requirements |
| Environmental Protection & Community | |
| S11 Environmental protection system ASEAN Green Hotel Standard 1.1 Environmental policy and actions for hotel operation 1.1.1 Promotion of environmental activities in order to encourage the involvement of hotel staff, clients and suppliers to participate in environmental management practices. 1.1.2 Existence of plan for raising staff to be aware of environment i.e. training. 1.1.3 Existence of environmental management plan for hotel operation. 1.1.4 Existence of monitoring program for environmental management of hotels | 3 Complete 4 requirements, with an adaption of guidelines to be applicable to the meeting room 2 Complete 3 requirements, with an adaption of guidelines to be applicable to the meeting room 1 Complete 1-2 requirements 0 Unable to meet any of the requirements |
| S12 Waste handling | 3 There is a training for staff for waste handling and the process is complying to the local law 2 The process is complying to the local law 1 There is a process but it is not complying with the local law 0 There is no waste handling process |
| S13 Consideration for the surrounding community | 3 There are regular activities and organization’s policy that support surrounding community 2 There are some activities or organization’s policy that support surrounding community 1 There are very limited activities or organization’s policy that support surrounding community 0 There is no activities or organization’s policy that support surrounding community |
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