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.
+ 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.
+ 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.