The House Briefing Monday, May 09, 2023

Engage: Approach every interaction with sincerity, sophistication, and discretion

Our guests are worldly and sophisticated. Some of the Luminaries we host are celebrities, business tycoons, and
royalty. How can we approach every interaction with them in a sophisticated way?

Guest Privacy

St. Regis has the honor of hosting many distinguished Luminaries, including, celebrities, business moguls, politicians, Marriott Bonvoy Ambassador Elite members, and
even royalty. Regardless of a guest’s VIP status, privacy is a top priority for all guests. As St. Regis hosts, it is your responsibility to protect their privacy at all times.

Guests trust you to maintain their privacy, while at the same time providing exquisite service, so they can enjoy their “home away from home.” They can only do this if
they trust that you will take exceptional care of them – preserving their privacy and giving them the confidence to relax and let their guard down. A breach of this trust
can place a guest’s safety at risk and severely affect their decision to stay at the hotel or even the St. Regis brand ever again.

• In your role, what are some steps you currently take to protect a guest’s privacy? Encourage hosts to respond and review the list below if not already mentioned.

We all need to be experts at knowing how to take care of guests and how to protect their privacy. Ultimately, the hotel should feel like an extension of the guest’s home – a
place where they can feel safe, secure, and able to relax. 

BSA House Briefing Daily Topics

Housekeeping service is provided on time

LQA / DOORMAN - PORTER ARRIVAL Performance Classification

Was a porter/doorman present on arrival and if he was busy did he positively acknowledge the guest with hand or facial gesture? Efficiency

If arrival by car, did the employee offer to valet the car, give instructions on how to call for the car and provide a car collection ticket? Service

Did the employee actively listen, avoid interrupting and give the guest their undivided attention (i.e. the guest should not have to repeat themselves)? Emotional Intelligence

Forbes

An approaching guest stops you with a request that you cannot fulfill. With a
polite tone of voice and friendly smile, respond by saying: “I apologize, I do not
know, you can ask concierge or front desk. I am sure they can assist you.” Now
repeat the interaction but this time respond by saying: “I am not certain, but
please allow me to find out for you.”
Even though the first delivery was polite and kind, what fell short? Discuss as a group the various ways to obtain
property information you do not know. What are some of the ideas in terms of getting the information back to
guests? Follow up to guest inquiries is just as important as the willingness to assist.

Tue, 9 May Wed, 10 May Thu, 11 May Fri, 12 May Sat, 13 May Sat, 14 May Sun, 15 May
Date LNT MTD
อ. 9 พ.ค. พ. 10 พ.ค. พฤ. 11 พ.ค. ศ. 12 พ.ค. ส. 13 พ.ค. ส. 14 พ.ค. อา. 15 พ.ค.
OCC 62.72% 64.14% 60.09% 54.82% 50.44% 53.95% 50.00% 50.88% 55.26%
WELCOME 72 558 39 22 42 56 32 48 50
FAREWELL 54 580 45 34 52 48 41 46 40
ADR 7,783.58 8,220.28 34°C 28°C 36°C 28°C 37°C 28°C 38°C 29°C 38°C 29°C 38°C 29°C 38°C 29°C
DAILY SITE INSPECTION / การเข้าชมสถานที่
NO. OF
TIME COMPANY PURPOSE OF VISIT GUEST NAME POSITION SALES VENUE SPECIAL REQUESTED
PAX

Finnomena Mutual Fund Investment

9 May 2023 For dinner on 12-13 July 100 Jill
Brokerage Securities Co., Khun Jidapa Anadirekkul Advisory 2
(10:00 hrs.) pax (#4029)
Ltd. BD Associate

9 May 2023 Farewell dinner on 24 May Jill

CIMB Bank Khun Boonjira N/A 2
(14:00 hrs.) 30 pax (#4029)
้ ง/การประชุมว ันนี้
DAILY EVENTS งานเลีย
Event Start-End Function Venue of Pax
่ งาน
ชือ เริม
่ -เสร็ จ ่ การประชุม
ชือ สถานที่ แขก

08:00AM – 05:00PM Full-day meeting Rajadamri I

09:30AM – 10:00AM Morning coffee break Rajadamri I foyer

Parfums Christian Dior Training Day 1 of 2 20
12:00PM – 01:00PM International buffet lunch VIU restaurant

03:00PM – 03:30PM Afternoon coffee break Rajadamri I foyer

UBS Switzerland AG – Western set dinner day 1 of 2 06:00PM – 09:30PM Western set dinner Rajadamri II 25

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The House Briefing Monday, May 09, 2023

Today's F&B Promotions // รายการพิเศษของแผนกอาหารและเครือ ่ ว ันนี้

่ งดืม
Engage: Approach every interaction with sincerity, sophistication, and discretion

Our guests are worldly and sophisticated. Some of the Luminaries we host are celebrities, business tycoons, and
royalty. How can we approach every interaction with them in a sophisticated way?

IGNIV in-house capture

Department Target Achieved
Room (FO,BSD,Butler,Concierge) 126 7

Sales,Catering,Reservation 39 0

Food and Beverage (Viu,St.bar,FB reservation) 19 0

Resident 10 0
Total 204 7
VIP DINING RESERVATION
Guest Name Title / Background / Company / Remark Dining Venue Time No. of Guest
N/A
Guest Satisfaction Survey Index overview
GSS Key Metrics Survey GOAL YTD 2023 MTD 2023 YTD 2023 STMay 2022

GSS: Intent to Recommend Property 74.10 62.50 71.20 76.50

Trip Advisor - Ranking
Goal 10
Ranked # 133 of 1,557 Hotels in BKK
Upsell MTD vs Goal
Rooms Goal 448,500 MTD 70,365 Variance -378,135

Reservation Goal 448,500 MTD 10,900 Variance -437,600

F&B Goal 55,000 MTD 4,950 Variance -50,050

STAFF ACTIVITY - Training
กิจกรรมและการฝึ กอบรมของโรงแรมและพนักงาน YTD Goal MTD Goal Birthday วันคล ้ายวันเกิด

N/A 8154 700

Air Quality Today May Enrollment
N/A
163
YESTERDAY ENROLLMENT OPPORTUNITY
Host Birthday ว ันคล้ายว ันเกิด
6
Duty Manager Guidance Team
Host
Birthday ว ัน
06.30 - 16.30 hrs K.Mint & Natalia YESTERDAY ENROLLMENT

13.30 - 23.30 hrs K. Chota N/A 3

TODAY ENROLLMENT OPPORTUNITY N/A
22.00 - 08.00 hrs K.Yupa
13

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