MOD on 1st Jan 2019 Ms. Migmar Lhamo, MOD On 02nd Jan 2019 Ms.

Neha Sharma

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)

Rahul (DM) met the guest and apologized for the inconvenience caused and assured him for better
At the time of farewell guest shared that the AC was not effective during the
Rahul Mr. Sanjay Sharma - 11:15 530 31st Dec 2018 1st Jan 2019 experience in future stays. Later upon checking with Arif (engineering), Ac was working fine and room Engineering AC not effective - Closed 7 (Rahul) DM met
night.
temperature was recorded 21*C.

Guest wife ankle got twisted, wheel chair assistance was offered immediately and guest was sent to Fortis
2nd Jan Guest wife slipped on the lounge staircase and her leg got twisted. (Abhishek)
Abhishek Mr. Vadiraja Bhatt - 7:09 811 30th Dec 2018 hospital along with husband, guest was also offered associate assistance at the hospital which he declined. Front Office Guest leg got twisted - Closed 7 (Abhishek) DM met.
2019 DM was informed about the same.
(Abhishek) DM met. Business card was shared for further assistance.

Upon checking it was learnt that the click noise coming continuously from the curtain. Abhishek met and
Guest called up service express and mentioned that there is some noise coming apologized for the inconvenience. Room move was offered which guest agreed. Guest was shifted to #724.
Mr. Megha Sandesh HC WeWork India 5th Jan Noise coming from the
Abhishek 22:30 324 - 724 30th Dec 2018 from the room. Same has been informed to the Pawan (AHK), Abhishek (DM) Upon investigation , it was informed by Halim & Kanika the noise was from LED Façade strip not from the Engineering - Closed 8 (Abhishek) DM met.
(sandesh.megh@gmail.com) Management Pvt Ltd 2019 curtains.
and Vinod (Engg). curtain. Although the guest is comfortable in new room.

Guest were having quarrel between them-selves in the room and lady was shouting very loudly, same was noticed by HK team on the floor. Immediately Abhishek (DM), AFOM (Mayank)
1st Jan and Heena (WES) went to check. Ms. Daizy Singh had already stepped out of the room by the time they reached and left for lobby, Abhishek and Heena escorted the lady and asked for any Guest were having
Roshan Mr. Arjun Singh New Year Package 19:00 610 31st Dec 2018 - - Closed 7 Mayank (AFOM) met.
2019 assistance which she refused. Later Mr. Arjun also came down for check out as guest’s reservation was on due out status. Assistance was offered by Mayank which he refused and left the quarrel between them
hotel.

Mr Anand came for breakfast at 11:30am with his wife and choose to sit in the
Due to busy operation
1st Jan Prego patio and asked for a table. As operation was busy Wayne informed the Mr Roshan met with guest and apologize for the same and as service gesture food was served to the room.
Roshan Mr. Abhinav Anand New Year Package 11:30 825 31st Dec 2018 F&B Service guest was served - Closed 7 Roshan (Manager) met.
2019 guest that all tables are occupied and gave them the option in the ballroom on Guest was pacified.
breakfast in the room.
which guest felt offended and went back to their room.

Later Ashish called up to the guest room but guest didn't pick up the call. Same was informed to duty
Guest place an order for breakfast through Ird Same was prepared and
1st Jan manager (Rahul) and bill was settled in the room. At the time of checking out guest has disputed to pay the Guest disputed the
Sumit Mr. Ankush Gupta New Year Package 8:23 633 31st Dec 2018 delivered with the estimate time. When server reached to the guest room, the F&B Service INR 4900/- Closed 7 Rahul (DM) met.
2019 charges for breakfast and stated that he had breakfast in the banquet since it was including in the package. breakfast charges.
room was on DND.
Since the guest did not consumed the food .As a gesture breakfast charges was waived off from his bill.

IRD associate (Sarthak) spoke to the guest and apologized for the inconvenience caused .After 5 mins guest
Guest order for 1 Aloo Jeera and 1 Tawa paratha which was served on standard
again called IRD and share the feedback that Tawa paratha was very hard for his baby and asked for an
03rd Jan time. When the food was served guest called up IRD and stated that there is the Guest disputed the
Rupa Mr. Robin Raina - 23:33 226 27th Dec 2018 alternative phulka was served on priority basis. As the guest didn’t consume the paratha same was waived F&B Service INR 290/- Y 7
2019 difference in billing as the Tawa paratha which he order was of ₹240 and the paratha charges
off from bill and phulka was charged to the guest. Same was informed to DM (Rupa). Morning manager to
bill which he received of ₹ 290.
meet the guest to check his satisfaction.

( 100% with 1 Respondents MTD // 100% with 1 Respondents YTD )

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

10 BAEK, CHANGMIN 644 Laundry changed 09.12.18 20.12.18

 GSS Key Metrics
Jan 2019 YTD
GSS: Intent to Recommend Property 100 100
Jan 2019 YTD
GSS: Overall Satisfaction 100 100
Jan 2019 YTD
Check-In Experience 100 100
Jan 2019 YTD
Staff Service Overall 100 100
Jan 2019 YTD
Maintenance and Upkeep 100 100
Jan 2019 YTD
Restaurant: Food Quality 100 100
Jan 2019 YTD
Room Cleanliness 100 100
Jan 2019 YTD
Internet speed and performance 100 100
Jan 2019 YTD
Spa Satisfaction
Jan 2019 YTD
Fitness Satisfaction
Jan 2019 YTD
Elite Loyalty 100 100
Jan 2019 YTD
F&B Satisfaction 100 100
Jan 2019 YTD
Pool Satisfaction - -
Jan 2019 YTD
No. Of Respondents 1 1

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

12
120 120
10
100 100 100 8 100 100 100
80 6 80 GSS: Overall Satisfaction

60 4 60
GSS: Intent to 2 40
40 Recommend Property
0 20
20 Jan 2019 YTD 0
0 Jan 2019 YTD
Jan 2019 YTD

Staff Service Overall Room Cleanliness Elite Loyalty

120 120 120

100 100 100 100 100 100 100 100 100

80 80 80 Elite Loyalty
Staff Service Overall Room Cleanliness
60 60 60
40 40 40
20 20
20
0 0
0 Jan 2019 YTD
Jan 2019 YTD Jan 2019 YTD

Maintenance and Upkeep Internet speed and performance No. Of Respondents

120 1.2
120
100 100 100 100 100 100 1 1 1
80 Maintenance and Upkeep 80 Internet speed and performance
0.8 No. Of Respondents
60 60 0.6
40 40 0.4
20 20 0.2
0 0 0
Jan 2019 YTD Jan 2019 YTD Jan 2019 YTD

F&B Satisfaction Fitness Satisfaction Check-In Experience

120 120
12
100 100 100 100 100 100
10
80 F&B Satisfaction 80
8 Fitness Satisfaction
60 60 Check-In Experience
6
40 40
4
20 20
2
0 0
Jan 2019 YTD 0 Jan 2019 YTD
Jan 2019 YTD

Restaurant: Food Quality

120
100 100 100
80
60 Restaurant: Food Quality

40
20
0
Jan 2019 YTD
Restaurant Ranker YTD 2018

Restaurant Ranker MTD

TD 2018

MTD