The House Briefing Monday, May 08, 2023

Anticipate: Build guest loyalty through intuitive service

Emotional connections build brand loyalty and make it more likely that guests will tell their friends about their
experiences with us and share them on social media so that others can hear about all the great things we're doing
as a hotel and a brand. How can you build emotional connections in your role?

Luxury Expectations: Common Courtesy

Common courtesy is not so common.

In today’s modern world, many interactions are impersonal and purely functional.
This behavior often leaves others feeling disrespected. Courtesy is a way of treating people with respect, sending the message that they are important.
• What does courtesy mean to you? Being polite, considerate to others, kind, caring, etc.
• What are some ways you can show courtesy to guests? Greeting them immediately, making eye contact, smiling, paying complete attention to them
during the interaction, doing what you say you will do without hesitation, etc.

Speaking with courtesy means that you should speak in a way that is easily understood by guests. Avoid using jargon and slang.
Use a moderate tone of voice, don’t speak too fast, and project your voice so that guests can hear you.
• How do you respond to a question with courtesy? By always listening and having the guest’s needs and comfort top of mind,
by answering the question completely, by offering additional assistance, etc.
• What if the guest is interrupting you? What is the courteous way to respond?
Unless you are taking care of another guest, stop what you are doing and give the interrupting guest your full attention, etc.

Courtesy is a key ingredient of luxury service. A lack of courtesy is a lack of luxury.

Guests choose St. Regis because they want to be treated differently than anywhere else. They expect to be treated with courtesy.

That’s a Luxury Expectation.

BSA House Briefing Daily Topics

Brand Pride Pin is worn and meets standard

LQA / FITNESS & WELLNESS Performance Classification

If an online spa booking facility was available, was it easy to navigate and book a treatment? Product

Was a choice of beverage offered upon completion of the treatment or available in the relaxation room? Service

Was there visual/verbal indication of spa employees washing hands prior to and following each treatment? Cleanliness

Forbes

A guest asks you about the location and hours of the fitness center or other hotel
facility. Pretend you don’t know the answer and struggle to come up with a clear
Sometimes you aren’t going to have all the answers. What is the correct way to respond to a question when you don’t
and helpful response. After discussing the best answer among the group, have
know the answer?
someone within the group ask you the same question? This time, answer it
correctly using the agreed upon best answer.

Mon, 8 May Tue, 9 May Wed, 10 May Thu, 11 May Fri, 12 May Sat, 13 May Sun, 14 May
Date LNT MTD
จ. 8 พ.ค. อ. 9 พ.ค. พ. 10 พ.ค. พฤ. 11 พ.ค. ศ. 12 พ.ค. ส. 13 พ.ค. อา. 14 พ.ค.
OCC 52.19% 64.35% 60.53% 59.65% 55.70% 49.56% 52.19% 47.37% 47.37%
WELCOME 64 486 72 35 21 39 50 31 43
FAREWELL 88 526 59 37 30 53 44 42 43
ADR 7,637.10 8,281.09 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
Showrooms
8 May 2023 Group enquiry from Bankers Executive K. Oil
Bankers Meeting Ms. Teresa Montes 1 DNK, CNK, MNS, ONS, LGS or
(9:00 hrs.) Meeting (Argentina) Manager (#7729)
TNS

Showrooms
8 May 2023 Education Stay Site inspection for Travel Account K. Jump
AMEX (MIDDLE EAST) Ms. Angelica Avena 1 DNK, CNK, MNS, ONS, LGS or
(11:00 hrs.) AMEX ME office Manager (#4005)
TNS

้ ง/การประชุมว ันนี้
DAILY EVENTS งานเลีย
Event Start-End Function Venue of Pax
่ งาน
ชือ เริม
่ -เสร็ จ ่ การประชุม
ชือ สถานที่ แขก
09:00 AM - 06:00 PM Training Rajadamri IV 15
BKKXR_Orientation Day 3 of 3 10:30 AM – 11:00 AM Morning Coffee Break Rajadamri IV foyer 15
03:30 PM – 04:00 PM Afternoon Coffee break Rajadamri IV foyer 15
08:30AM - 12:30PM Half-day meeting Astor I
10:35AM - 10:50AM Morning coffee break Astor I foyer 50
Morgan Stanley Meeting
12:45PM - 01:45PM Western set lunch Astor II
01:30PM - 02:30PM Boardroom meeting Rajadamri III 12

For Internal Use Only. Marriott International. All Rights Reserved. 1/2
The House Briefing Monday, May 08, 2023

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

่ งดืม
Anticipate: Build guest loyalty through intuitive service

Emotional connections build brand loyalty and make it more likely that guests will tell their friends about their
experiences with us and share them on social media so that others can hear about all the great things we're doing
as a hotel and a brand. How can you build emotional connections in your role?

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 59.40 71.20 76.50

Trip Advisor - Ranking
Goal 10
Ranked # 133 of 1,556 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
#1611 Ms. Kirti Sharma 06-08 May, 2023
160
YESTERDAY ENROLLMENT OPPORTUNITY
Host Birthday ว ันคล้ายว ันเกิด
16
Duty Manager Guidance Team
Host
Birthday ว ัน
06.30 - 16.30 hrs K.Natalia YESTERDAY ENROLLMENT

13.30 - 23.30 hrs K. Chota N/A 36

TODAY ENROLLMENT OPPORTUNITY N/A
22.00 - 08.00 hrs K.Yupa
14

For Internal Use Only. Marriott International. All Rights Reserved. 2/2