MOD on 11th Jan 2019 Mr.

Arnav Anand, MOD on 12th Jan 2019 Chef Karan Thakur

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)

Mr. Kailash Pandiyan Guest was put in touch with was Dr. Pabrai, wherein it was learnt that the guest was having toothache. Guest was having
Kabir Gartner 8:41 601 08th Jan 2019 11th Jan 2019 Guest called up service express and wanted to speak with hotel doctor. - - Y 8 -
(KAILASH.N72@GMAIL.COM) Further assistance was offered, same was denied by guest. Kabir (DM) was informed about the same. toothache

Guest approached the front desk and requested for first aid as he had cut his finger while having breakfast. Kabir (DM) met the guest and Security (prince) was informed about the same.
Kabir Mr. Dilesh Anam Pfizer 9:25 241 09th Jan 2019 12th Jan 2019 - Guest finger got cut - Closed 8 Kabir (DM) met
The wound was dressed, guest was fine and appreciated the quick response

Kabir (DM) met the guest, apologized for the inconvenience caused and assured that the same shall be fixed
Zs Associates India Guest approached the front desk and mentioned that he was facing difficulty to
Kabir Mr. Romeet Sen (romeet.sen@zs.com) 9:46 623 09th Jan 2019 12th Jan 2019 in his absence. Chandan (Engg) was informed about the same. Upon checking it was found that main door Engineering Main door battery low. - Y 8 Kabir (DM) met
Pvt Ltd opening his room door as both red and green lights were appearing on the lock.
battery was low, same was changed by engineering.

New bottle of perfume was procured and placed in the room. Coordinator was spoken to by Monu. Later Guest perfume bottle
While servicing the room, guest’s perfume bottle was accidently broken by the
Neha Mr. Sanjay Sharma Pfizer 15:55 648 10th Jan 2019 12th Jan 2019 guest was met by Neha (FOM) along with Swapna (Coordinator). Guest was absolutely fine and Housekeeping was accidently broken by - Closed 7 Neha (FOM) met.
associate.
apppericiated the concern. associate

Guest approached the Executive lounge associate for onion masala dosa at
Satender (Westin Club Lounge Manager) met guest and apologized. He was fine however he mentioned that Guest wanted to order
3pm. After checking with IRD and Main Kitchen guest was informed about the Satender (Lounge Manager)
Satender Mr. Robin Raina LEISURE CORP 15:00 226 03rd Jan 2019 13th Jan 2019 it should be made available during the day. Upon checking with IRD it was found that while placing the Front Office Masala dosa which was - Closed 7
non-availability at that time .Guest got upset, used the house phone of Westin met.
order guest name was not communicated by lounge associate to ird hence it was refused. refused .
club and placed his order for Onion masala dosa with IRD.

Guest called up service express and mentioned that I home was not working in Guest was apologized for the inconvenience caused and same was informed to Chandradev (Engineering)
Pawan Mr. Manpreet Singh Pfizer 19:15 502 10th Jan 2019 12th Jan 2019 Engineering I-home was faulty - Y 7
the room. and Pawan (HK). Upon checking it was found that I-home was faulty same was changed by engineering.

Guest approached airport representive and asked for a hotel car. Upon
Mr. Anthony Cera Immediately car was arranged from car zone .Upon arrival Kabir (DM) met with the guest, he was fine Aiport pick-up was not
Kabir Under Armour 15:45 231 11th Jan 2019 17th Jan 2019 checking there was no pick up arranged guest shown the confirmation to Reservation - Y 7
(ANTHONYTCERA@GMAIL.COM) email sent to reservation for further investigation arranged for guest.
airport rep.

Upon checking it was found that refreshment refrigerator was not cooling properly same was changed by
Mr. Scott Ryan Molling During the room cleaning Hk associate found a note wherein the guest Minibar was not cooling
Rahul - 13:00 718 05th Jan 2019 19th Jan 2019 Balkar (HK Associate). Later courtesy call was given by SE associate wherein guest mentioned that he has Engineering - Y 7
(SCOTT.MOLLING@GMAIL.COM) mentioned that refreshment centre refrigerator was not working. properly
not checked the minibar but apppericiated the concern shown. Rahul (DM) was informed about

Guest came to dine at Seasonal tastes. They enjoyed their meal, feedback was Pushkar met with guest and apologized for the inconvenience and briefed about the maid policy. Guest
Guest denied to pay for
Pushkar Ms. Bhatia - 9:34 N/A - - taken. Guest was happy with food and service. At the time of billing guest cleared the bill at actuals. While leaving the restaurant guest says she will share the feedback to F&B Service - N 7 Pushkar (AM) met.
her maid.
denied to pay for the maid, stating she never pays for her maid in the past. management.

( 66.70 with 15 Respondents MTD // 66.70 with 15 Respondents YTD )

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

GSS: Overall Review Comment

Excellent personalised service. The front desk were efficient at liaising with the chef and kitchen team to ensure my gluten free diet needs were catered for. They went out of their way to make a gluten free cake for our wedding anniversary. Heena the experience specialist
deserves special mention for her exceptional hospitality upgrading both ours and our parent's room to a suite to celebrate our anniversary. We were truly touched by her thoughtful surprise and she made the stay magical for us, even scattering rose petals in our anniversary
10 JOHN, SUNSY - 4/1/2019 5/1/2019
suite. Thank you so much. She also liaise with the spa staff to organise mine and my mum in law's massages in advance of our stay. GSS: Staff Comment
Heena the experience specialist - as stated before she went out of her way to arrange a gluten free anniversary cake which I could also eat, upgraded our rooms and arranged our spa sessions. GSS: Room Comment
Lovely bath tub and beautiful suite

GSS: Staff Comment

Bhaskur in the Prego restaurant was very helpful with our unique takeaway coffee requests.
10 SPENCE, LISA - 2/1/2019 8/1/2019
GSS: Room Comment
Very clean and nice amenities

10 WYNNE, WENDY - - 3/1/2019 9/1/2019

 GSS Key Metrics
Jan 2019 YTD
GSS: Intent to Recommend Property 66.7 66.7
Jan 2019 YTD
GSS: Overall Satisfaction 66.7 66.7
Jan 2019 YTD
Check-In Experience 60 60
Jan 2019 YTD
Staff Service Overall 78.6 78.6
Jan 2019 YTD
Maintenance and Upkeep 66.7 66.7
Jan 2019 YTD
Restaurant: Food Quality 70.8 70.8
Jan 2019 YTD
Room Cleanliness 71.4 71.4
Jan 2019 YTD
Internet speed and performance 63.6 63.6
Jan 2019 YTD
Spa Satisfaction 75 75
Jan 2019 YTD
Fitness Satisfaction 50 50
Jan 2019 YTD
Elite Loyalty 83.3 83.3
Jan 2019 YTD
F&B Satisfaction 71.4 71.4
Jan 2019 YTD
Pool Satisfaction - -
Jan 2019 YTD
No. Of Respondents 15 15

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

80 75 75
80 80
70 66.7 66.7 60 66.7 66.7
60 60
40 GSS: Overall Satisfaction
50
40 40
GSS: Intent to 20
30 Recommend Property 20
20 0
10 Jan 2019 YTD 0
0 Jan 2019 YTD
Jan 2019 YTD

Staff Service Overall Room Cleanliness Elite Loyalty

90 80 90
80 78.6 70 71.4 71.4 80 83.3 83.3
78.6
70 70
60
60 60 Elite Loyalty
Staff Service Overall 50 Room Cleanliness
50
50
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

70 16
80 15 15
14
70 66.7 66.7 60 63.6 63.6
60 12
Maintenance and Upkeep 50 10 No. Of Respondents
50 Internet speed and performance
40 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

80 70
70 71.4 71.4 60
60 60 60
60 50 50 50
F&B Satisfaction 50
50 40 Fitness Satisfaction 40
40 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

80
70 70.8 70.8
60
50
40 Restaurant: Food Quality
30
20
10
0
Jan 2019 YTD
Restaurant Ranker YTD 2018

Restaurant Ranker MTD

TD 2018

MTD