Weekend MOD Preeta Chakravarty

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)

Guest approached front desk and asked to get the AC more effective as
Ms. Elizabeth Helen Rivers-Bulkeley Upon checking with engg. (Arif) it was learnt that our standard room temp. is 22* and room temp is already
Kabir Alight 8:43 815 03th Jan 2019 08th Jan 2019 temperature is only 20* and she want temperature to be more cold. Eng. (Arif) Engineering AC not effective - Closed 8 Heena (WES) met
(E2Bulkel@alight.com) set on 20*C. Manager to meet the guest. Heena (WES) met
informed about the same.

Ms. Tiffany Boothcriswell Guest was apologized for the inconvenience caused and same was informed to Aarif (Engineering) and
Guest called up service express and mentioned that her AC was not effective as Courtesy call was given by DM
Kabir (TIFFANY.BOOTH- Alight 10:12 420 31st Dec 2018 20th Jan 2019 Kabir (DM). Engineering (Gautam) went to the room and temperature was reset on 18*. Courtesy call was Engineering AC not effective - Closed 8
temperature was set on 20* and wanted to decrease the temp. (Kabir).
CRISWELL@ALIGHT.COM) given by DM (Kabir). Guest was fine.

Guest was politely informed about the standard charges wherein he mentioned that prices are too high and
Mr. Rahim Jasani Guest felt that transport
Mayank Ernst & Young Llp 19:50 334 05th Jan 2019 09th Jan 2019 Guest called up service express and requested for a car to sector 29. we should give him better option being gold member. Mayank (AFOM) spoke to the guest and 10% discount Front Office - Closed 8 Mayank (AFOM) spoke
(RAHIMJASANI@GMAIL.COM) charges are too high
was offered which guest accepted and was fine. Later, guest called up and cancelled the car

Guest was
Facebook India Online Guest mentioned to (front desk associate) shubhang that the room temperature apologized and offered a room heater. Shiven (AM) gave a courtesy call, guest appreciated the concern Room temperature was
Shiven Mr. Yagneshra Ravijayendran 21:24 508 06th Jan 2019 08th Jan 2019 Engineering - Closed 8 Shiven (AM) gave courtesy call
Services Pvt L was cold. shown and was fine. cold

Guest was apologized by Rupa (DM), as guest refused escorting upon check-in, so Arvind was sent along
with the guest, then it was learnt that the master switch was not working and guest inform Arvind that his
Mr. Julian Stanford Post check-in guest came back to front desk and mentioned there was no lights telephone placed in the room was also not working immediately room moved was done to #739. Same was Phone and lights not
Rupa - 2:17 745-739 06th Jan 2019 08th Jan 2019 Engineering - Closed 8 Kabir (DM) met
(julian.stanford@dolby.com) in the room informed to Chandradev (ENGG) Upon checking it was found that MCP got tripped due to which there was working
no lights in the room. With regards of the telephone complain, both the phones were working fine. Guest to
be meet again by the manager as he was not happy with his check-in experience. Kabir (DM) met

Mr. John Hugh Harding Ciena India Private Guest called up on hotel number regarding his airport pick-up hiwever there Later Upon checking it was learnt that reservation tagged No (N) for his airport pick –up details due to Car was not arranged for Heena (WES) sent an apology
Rupa 2:00 212 06th Jan 2019 10th Jan 2019 Reservation - Closed 7
(jharding@ciena.com) Limited was no information about it. Immediately an outside car was arranged for him. which car was not arranged. Heena (WES) sent an apology email guest pick-up. email

( 55.6 % with 9 Respondents MTD // 55.6 % with 9 Respondents YTD )

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

Overall Review Comment

While the stay was comfortable, the breakfast experience was bad due to the ongoing renovation. The spread was limited and nothing great.
7 KALA, NITESH 521 02.01.19 03.01.19
Room Comment
Guest room was fine

10 RAMESH, BHARATH 02.01.19 04.01.19

7 PATEL, AMIT 1.01.19 2.01.19

 GSS Key Metrics
Jan 2019 YTD
GSS: Intent to Recommend Property 55.6 55.6
Jan 2019 YTD
GSS: Overall Satisfaction 55.6 55.6
Jan 2019 YTD
Check-In Experience 44.4 44.4
Jan 2019 YTD
Staff Service Overall 75 75
Jan 2019 YTD
Maintenance and Upkeep 55.6 55.6
Jan 2019 YTD
Restaurant: Food Quality 81.8 81.8
Jan 2019 YTD
Room Cleanliness 62.5 62.5
Jan 2019 YTD
Internet speed and performance 50 50
Jan 2019 YTD
Spa Satisfaction 100 100
Jan 2019 YTD
Fitness Satisfaction 100 100
Jan 2019 YTD
Elite Loyalty 66.7 66.7
Jan 2019 YTD
F&B Satisfaction 75 75
Jan 2019 YTD
Pool Satisfaction - -
Jan 2019 YTD
No. Of Respondents 9 9

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

120
60 60
55.6 55.6 100 100 100 55.6 55.6
50 80 50
40 60 40 GSS: Overall Satisfaction

30 40 30
GSS: Intent to 20 20
20 Recommend Property
0 10
10 Jan 2019 YTD 0
0 Jan 2019 YTD
Jan 2019 YTD

Staff Service Overall Room Cleanliness Elite Loyalty

80 70 80
75 75
70 60 62.5 62.5 70 66.7 66.7
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 10
60 9 9
55.6 55.6
50 50 50 50 8
40 Maintenance and Upkeep 40 Internet speed and performance 6 No. Of Respondents
30 30
4
20 20
10 10 2
0 0 0
Jan 2019 YTD Jan 2019 YTD Jan 2019 YTD

F&B Satisfaction Fitness Satisfaction Check-In Experience

80 50
75 75 120
70 44.4 44.4
60 100 100 100 40
50 F&B Satisfaction
80 Fitness Satisfaction 30
40 Check-In Experience
30 60 20
20 40 10
10 20
0 0
Jan 2019 YTD 0 Jan 2019 YTD
Jan 2019 YTD

Restaurant: Food Quality

100
80 81.8 81.8
60
Restaurant: Food Quality
40
20
0
Jan 2019 YTD
Restaurant Ranker YTD 2018

Restaurant Ranker MTD

TD 2018

MTD