COMMITMENT

TO EXCELLENCE
Wednesday, 29 January 2020

SERVICE STANDARD #21 :

TWENTY ONE, DON’T SPEAK TO ANYONE
Confidentiality at AYANA and RIMBA is paramount. Never speak to the press or
anyone outside our company concerning the hotel and guests. If you are approached
for information, please notify your General Manager.

Question :
Can you give us examples of how you managed someone when he or she tried to gain confidential
information about your guests or colleagues?

Performance Excellence Lesson of the Day

We use a 9-step Quality Planning Process to re-evaluate our service delivery processes.
The 9-steps are:
1) Identify the output 6) Select your performance measures
2) Identify the customer 7) Determine process capability
3) Identify the customer requirements 8) Evaluate results
4) Ensure the supplier understands them 9) Recycle
5) Identify the steps in the process
KNOW YOUR CUSTOMER
The Villas AYANA RIMBA
Key Indicators
MTD YTD GOAL MTD YTD GOAL MTD YTD GOAL
Intend to Recommend 100% 100% 90.5% 71.05% 71.05% 85.0% 90.24% 90.24% 86.0%
% of Guests with
100% 100% 60.0% 100% 100% 61.1% N/A N/A 68.2%
Problems Resolved
Overall Satisfaction 100% 100% 90.3% 74.36% 74.36% 85.0% 87.80% 87.80% 87.6%

Occupancy Forecast as PM Duties Fire Chiefs

of  28 Jan 2020 AYANA AYANA
"Good customer service costs less
Yesterday : 90.86% F&B: Ngakan Yasa Morning:  Mei Susanto (ENG) than bad customer service."
Rooms: Saipul Afternoon:  Dirganada (ENG)
TODAY : 80.11% - Sally Gronow
SPA: Gus Sura Evening: Ngr. Nata (LP)
Tomorrow : 77.96% (Head of Customer Service at Dŵr
Cymru Welsh Water)
RIMBA RIMBA
Yesterday : 85.36% F&B: Oka Suantara Morning: Darmawan (ENG)
31° / 27°
TODAY : 88.34% Rooms: Adhi Afternoon: Rai (ENG)
SPA: Gus Sura Evening: Nym. Sudina (LP) Partly Cloudy
Tomorrow : 81.39%

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Wednesday, 29 January 2020

happy birthday In-House Events

I Ketut Alit Sujana - Ah Yat Abalone NONE

Ni Made Madra Dwitayanti - Padi AYANA: YELLOW RIMBA: WHITE SUPPLIER: GREEN

GENERAL INFO
Please find below information about Novel Coronavirus (2019-nCoV). Please use the
information wisely, for internal use only!

Novel Coronavirus (2019-nCoV)

The Novel coronavirus (2019-nCoV) was first detected in Wuhan , China

It was confirmed that the infection can be passed between humans
There is no vaccine yet for 2019-nCoV

What is Coronavirus?
It is a large family of viruses that cause illness from the common cold to more severe diseases like
MERS-CoV and SARS

How Coronavirus is transmitted?

through air when someone with the virus cough/sneeze
via close personal contact, such as touch or shake hands
when we touch an object or surface with the virus on it, then we touch our mouth, nose, or eyes
without first washing our hands

How to protect your self?

There are currently no vaccines available to protect us against human Coronavirus infection.
However, we may be able to reduce the risk of getting infected by doing the followings:
wash our hands often and do it correctly
avoid touching our eyes, nose, or mouth with unwashed hands
avoid close contact with people who are sick
do not touch Animals or Animal feces
avoid visiting live animal market
avoid travelling to country infected by 2019-nCoV

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Wednesday, 29 January 2020

24 Keys to TripAdvisor Success

24 Kunci Sukses di TripAdvisor
22. Great service can mean great reviews, our great product can influence too.
Wow factor moments can inspire the guest, encouraging feedback and 5-star
score left.

22. Layanan hebat dapat berarti ulasan luar biasa, produk unggulan kita juga
dapat mempengaruhi. Kesan yang luar biasa dapat menginspirasi pelanggan
untuk memberikan ulasan dengan nilai bintang-5

UNIQUE SELLING POINT

AYANA Kids’ Club

AYANA’s Kids Club is located near Damar Terrace and has both indoor and outdoor areas,
where children can learn about Bali’s culture. There is also a children’s pool with waterslides.

AYANA Kids’ Club

AYANA Kids’ Club berlokasi dekat Damar Terrace dan memiliki baik ruang terbuka dan juga
ruang tertutup, dimana anak-anak dapat belajar mengenai kebudayaan Bali. Tersedia pula
kolam renang anak-anak dengan seluncur air.

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Wednesday, 29 January 2020

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Wednesday, 29 January 2020