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Rochester Experience Accreditation

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Hotels

Hotel Standards

The following standards are requested to be met and completed to achieve the Experience Accreditation.

LICENSURE, INSURANCE, INSPECTIONS AND MORE

Hotel must be located within Rochester city limits.
Hotel must show record of paying local lodging tax.
Hotel carries guest liability insurance.
Hotel carries workman's compensation insurance.
Proof of passed Olmsted County Public Health inspection.
Holds a Lodging License with the City of Rochester.
Proof of passed State Fire Marshall Inspection.
Current on all payments to the Experience Rochester MN and Rochester MN Sports. Examples: rebates and partnership participation fees such as co-op trade shows or online booking engine.
Restaurant within or connected to the hotel must also be accredited in order for the hotel to be compliant.
Staff Development: 100% of front line employees; Guest Service Representatives, Concierges, Bellmen, Doormen, Valet/Drivers, Host/Hostess, Food & Beverage Servers, Bartenders and all Management are required to be CTA's within 6 months of hire.
Internet access is available for front desk guest service employees.
No less than two staff certified in Adult and Pediatric CPR/AED/First Aid.

CUSTOMER SERVICE

Transportation for guests to and from Mayo Clinic and the Rochester International Airport is available by company vehicles or through a committed relationship with a transportation company(s). Service does not have to be complimentary.
Unannounced audits by secret shoppers will occur once a year with the intent to focus on the overall guest experience.
Respond to all service remark tickets within 48 hours.
If an individual hotel receives a greater percentage of complaints than is their percentage of rooms accredited then they are notified and need to put into place an action plan to correct the issues.
Hotel's Trip Advisor ranking must show a rating summary of 4 circles or more.
Hotel must collect a minimum of 20 Experience Dedicated guest surveys per month.
Must complete a monthly Experience Dedicated (ED) score card.

REQUIRED RESOURCES

Business center and other computers for guest use need to have service remark portal access.
Experience Rochester MN maps and travel planners are available to guests.
Hotel must display Experience Rochester MN's destination video on a in-room channel available to guests.