MOD on 10th Jan 2019 Mr. Deepak Kumar Rai, MOD on 11th Jan 2019 Mr.

Arnav Anand

Concern Follow REQ

Manager Guest Name Company Name Time Room C/in Date C/out Date Incident Service Recovery Root Cause Cost Incurred Severity Closure
Dept (Y/N)

Ms. Margaret Ann Burke Same was informed to Chandan (Engineering), Kanika and Heena (WES). Upon checking all the lightes Light under sink was not
Kanika - 9:25 817 04th Jan 2019 20th Jan 2019 Guest reverted on DND email that the light under the sink was not working. Engineering - Y 8 Email reverted by Kanika
(margaret.burke@ey.com) were working fine. Kanika reverted the guest informing the same. wokring

Kabir (DM) and Kanika (EHK) met the guest and assured of a better experience in the future. Guest left
I-home started ringing in Kabir (DM) and Kanika (EHK)
Mr. Bharat Bharat At the time of farewell guest shared that the alarm clock was ringing in the unhappy due to the reservation log and did not wanted to come back. Guest was ensured that we shall
Kabir / Kanika Harvard Business 9:37 637 07th Jan 2019 10th Jan 2019 Housekeeping the morning / guest had - Closed 9 met, apology email sent by
(bharatbansal1984@gmail.com) morning at 0700hrs, and he could not figure out how to put it off. personally look into his reservation and room. He has shared his business email address and asked to send
issue with reservation Kanika
the reservation details by tomorrow.

Guest called up service express and mentioned that the weighing scale was not Guest was apologized and same was informed to Kanika and Engineering Dharmender, new weighing scale Engineering / Weighing scale was not
Kanika Ms. Shilpi Singh Pfizer 17:16 631 10th Jan 2019 12th Jan 2019 - Y 7 -
working and requested to change the same. was immediately delivered. Upon checking old weighing scale was working fine. Housekeeping working

Rahul (DM) met the guest and informed that being an elite Platinum ambassador member we upgraded
Mr. Arthur Vaysman Guest called up service express and requested to change his room stating that him to executive suite and all our suite rooms are city facing. Guest opted to stay in a pool facing club room,
Rahul - 17:32 526 to 719 10th Jan 2019 13th Jan 2019 Front Office Room being noisy - Closed 7 Rahul (DM) met
(ARTHURVAYSMAN@YAHOO.COM) the room being noisy due to city noise. hence guest was shifted to #719. Guest appreciated the quick response and he was comfortable in new
room.

Rahul (DM) met and apologized, guest was assured that the issue will be rectified. Chanderdev
Mr. Scott Hanson Guest approached front desk and mentioned that plug point near to the bed Power pluggs not
Rahul - 18:00 810 09th Jan 2019 12th Jan 2019 (Engineering) informed about the same. Upon checking, it was learnt that MCB was tripped however the Engineering - Y 7 Rahul (DM) met
(scott.cn.hanson@gmail.com) was not working and requested to fix it tomorrow morning post 0900 hrs. working
plug point were working fine.

Guest approached front desk and mentioned that he had lost his phone in Westin Vatika Ballroom. Shweta (WES) along with (L P) Vinod checked the guest room however nothing was
Guest was not able to
Shweta Mr. Sanish Vasudevan Pfizer 22:00 509 10th Jan 2019 12th Jan 2019 found. Further investigation was done by Loss Prevention team, upon checking nothing was traced. Shweta (WES) spoke to the guest and informed about the same, on which guest was Loss Prevention - Closed 8 Shweta (WES) met
locate mobile phone
fine. Later it was found that the phone was with one of the guest colleagues and he got the phone.

Ms. Luis Dereyes Guest approached front desk and inquired about his lost credit card, stating Shweta (WES) met the guest, upon checking with seasonal taste same was found and after checking guest Guest was not able to
Shweta - 22:25 546 08th Jan 2019 14th Jan 2019 - - Closed 8 Shweta (WES) met
(LALVAREZ@NWPASTA.COM) that he had seen it last time in seasonal taste while having breakfast. details same was handed over to the guest, which he appreciated. locate his credit card

Post departure guest called up and mentioned that he has left behind few items in the room, immediately room was checked and items were found and same were handed over to the guest
Mr. Robert Brant Smith colleague. Later guest called up again and mentioned that one carry bag is missing same was informed to (HK) Abhishek and (EHK) Kanika, post checking it was found that one carry bag Guest has left behind few Rahul (DM) & Kanika (EHK)
Rahul Alight 13:29 808 05th Jan 2019 10th Jan 2019 - - Closed 8
(RBRANT.SMITH@GMAIL.COM) was kept next to the trash bin a day prior and Hk associate thought that it’s for disposing off however same was submitted to the lost and found department. Same was retrieved and items. met.
handed to the guest. Guest was met by (DM) Rahul and (EHK) Kanika. Guest thanked and appreciated the efforts and left on a happy note.

Guest called up service express and mentioned that he would like to change the Guest was informed about the sold out situation and room move was offered for tomorrow which he agreed Guest didn't like disable
Rahul Mr. Nukala Jagadeesh Kumar Pfizer 11:49 242 10th Jan 2019 12th Jan 2019 Front Office - Y 7 -
room as it’s a disable room. and he was fine. Room move to be done tomorrow. room.

Guest was apologized for the inconvenience caused and Engg assistance was offered. Guest mentioned that
Guest called up service express and mentioned that his bedside socket not Bedside socket not
Abhishek Mr. Sanam Juneja Pfizer 0:22 647 10th Jan 2019 12th Jan 2019 same can be checked tomorrow morning when he leaved the room. Upon checking, it was found that the Engineering - Y 8 -
working, same was informed to (DM) Abhishek, (Engg) Arif. working
socket was defective, same was replaced.

Mr. Vaibhav Satpute, Mr. Akalesh Pandey ,

All the mentioned guests were moved to Courtyard Marriot Gurgaon due to sold out situation. Guest's had requested car for pick up @ 07:30 hrs tomorrow morning to pick them up and Guests were moved to
Abhishek Mr. Mithilesh Joshi, Mr. Girish Mahadik, Pfizer Front Office - Y 8 -
bring to Westin. Same has been arranged. Courtyard Gurgaon
Mr. Mitul Barbhaiya, Mr. Gautam Kalbere

Ms. Shruti Modi, Ms. Sejal Bhandari, Ms.

Latha K, Ms. Sharmista Seal, Ms. Shelja
4 guests from Pfizer group were clubbed together in 727, they will be staying in 727 until check out. 3 guests were clubbed in 221 and 627 each. 3rd Occupant from both the rooms will be Guests were clubbed
Abhishek Gupta, Ms. Shreya pandey, Ms. Deepti Pfizer 727,221,627 10/1/2019 12/1/2019 Front Office - Y 8 -
moved to 1 new room today. Guests were apologized for the inconvenience caused. together due to sold out.
Sharma, Ms. Sameen Jamal, Ms. Panchali
Nag, Ms. Manushi Srivastava

Guest placed an order for Fish n chips, Non vegetarian Caesar salad along with
Sumit (AM) and chef Ashish went to the guest room and apologized for the inconvenience caused and asked Guest shared feedback
Ms. Pradip Mrikha Greek salad through IRD. Food was delivered to the guest room as per
Sumit - 20:50 417 09th Jan 2019 13th Jan 2019 for alternative which she denied. She also has shared the feedback that the quality of the food has gone F&B SERVICES taste of the fish did not INR 1280/- Y 8 Sumit (AM) met.
(MRIKHAPRADIP@GMAIL.COM) estimated time. Later guest called up IRD and shared the feedback that the fish
down. Since the guest did not consumed the fish n chips same was waived off from her bill. met her expectation.
n chip is too oily also the taste of the fish did not met her expectation.

( 58.30 with 12 Respondents MTD // 58.30 with 12 Respondents YTD )

Score Guest Name Room No Comment Check-in Check-out

GSS: Problems Comment

1. there were cigarette holes in the sofa and cusion.(executive suit 426)
7 GEHLAWAT, GAURAV - 29-12-18 2/1/2019
2. the partition doors were not smooth to open and close they need maintenance.
3. IF i am booking a smoking room i expect ashtray and match stick to be there from before .
 GSS Key Metrics
Jan 2019 YTD
GSS: Intent to Recommend Property 58.3 58.3
Jan 2019 YTD
GSS: Overall Satisfaction 58.3 58.3
Jan 2019 YTD
Check-In Experience 50 50
Jan 2019 YTD
Staff Service Overall 72.7 72.7
Jan 2019 YTD
Maintenance and Upkeep 58.3 58.3
Jan 2019 YTD
Restaurant: Food Quality 58.8 58.8
Jan 2019 YTD
Room Cleanliness 63.6 63.6
Jan 2019 YTD
Internet speed and performance 50 50
Jan 2019 YTD
Spa Satisfaction 66.7 66.7
Jan 2019 YTD
Fitness Satisfaction 50 50
Jan 2019 YTD
Elite Loyalty 75 75
Jan 2019 YTD
F&B Satisfaction 63.6 63.6
Jan 2019 YTD
Pool Satisfaction - -
Jan 2019 YTD
No. Of Respondents 12 12

GSS: Intent to Recommend Property Spa Satisfaction GSS: Overall Satisfaction

80
70 70
66.7 66.7
60 58.3 58.3 60 60 58.3 58.3
50 50 GSS: Overall Satisfaction
40 40
40
30 20 30
GSS: Intent to
Recommend Property 20
20 0 10
10 Jan 2019 YTD 0
0 Jan 2019 YTD
Jan 2019 YTD

Staff Service Overall Room Cleanliness Elite Loyalty

80 70 80
63.6 63.6 75 75
70 72.7 72.7 60 70
60 60
50
50 Staff Service Overall Room Cleanliness 50 Elite Loyalty
40 40
40
30 30 30
20 20 20
10 10 10
0 0
0 Jan 2019 YTD
Jan 2019 YTD Jan 2019 YTD

Maintenance and Upkeep Internet speed and performance No. Of Respondents

60 14
70
60 58.3 12 12 12
58.3 50 50 50
50 10
Maintenance and Upkeep 40 Internet speed and performance No. Of Respondents
40 8
30 30 6
20 20 4
10 10 2
0 0 0
Jan 2019 YTD Jan 2019 YTD Jan 2019 YTD

F&B Satisfaction Fitness Satisfaction Check-In Experience

70 60
60
60 63.6 63.6
50 50 50 50 50 50
50 F&B Satisfaction
40 40
40 Fitness Satisfaction
Check-In Experience
30
30 30
20 20
20
10 10
10
0 0
Jan 2019 YTD 0 Jan 2019 YTD
Jan 2019 YTD

Restaurant: Food Quality

70
60 58.8 58.8
50
40 Restaurant: Food Quality
30
20
10
0
Jan 2019 YTD
Restaurant Ranker YTD 2018

Restaurant Ranker MTD

TD 2018

MTD