MMGBL - Incident Report

11 Sep 2023 / Phnom Penh / Jitender S Rathore Complete

Score 1 / 1 (100%) Flagged items 0 Actions 0

Phnom Penh, Southeast Asia,

Site
Cambodia

Date of Report: 11.09.2023 15:01 +07

Person Completing the Report: Jitender S Rathore

Person/s Notified of the Incident:

Vin (Regional Operations Manager)

Hostel General Manager: Kristiaan Mouters

Hostel Contact Details: +855 (0) 23 901 556

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1.IncidentDetails:-1/1(100%)
Incident Details: 1 / 1 (100%)

What is the nature of the incident? Aggression / Bullying

Location of the Incident? (Please be specific)

Mad Monkey Hostel Phnom Penh (Reception)

video_2023-09-12_11-43-49.mp4

video_2023-09-12_11-43-31.mp4

Date & Time of Incident? 11.09.2023 04:30 +07

Describe how the incident occured

At approximately 3:00 AM, a disturbance occurred involving guest Goboza Zikhona. Several other
guests reported that Ms. Zikhona appeared to be intoxicated when she arrived at the property
around 2:30 AM. She was observed kicking the door of room 205, causing a disruption to nearby
guests.

Upon entering the room, Ms. Zikhona proceeded to turn on all the lights, creating a disturbance for
roommates. She then engaged in a loud phone conversation, which further contributed to the
disturbance and inconvenience experienced by other guests.

Furthermore, an altercation ensued between Ms. Zikhona and another guest named Donkin Tyler.
The argument escalated quickly, with both parties exchanging heated words. Ms. Zikhona was
observed using offensive language and displaying rude behavior towards Mr. Tyler.

What were the consequences of the incident?

1. Guest experience team were immediately dispatched to dorm room 210 to address the
situation.
2. Guest Experience team member Brandon intervened and attempted to diffuse the argument
between Ms. Zikhona and Mr. Tyler.
3. Both guests were separated and escorted to separate areas of the property to prevent any
further confrontation.
4. Ms. Zikhona was advised that her behavior was unacceptable and warned about the potential
consequences of further disruptive actions and was kicked out of the property in morning as she
was solo female traveler

Are there any actions required to prevent recurrence? No

What was the Root Cause of the Incident?

To determine the Root Cause of the incident, follow the 5 Why methodology. Log down the 5 Why
questions within the answer.

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Why?

Guest was too drunk

Why?

Guest was too drunk

Why?

Guest was too drunk

Why?

Guest was too drunk

Why?

Guest was too drunk

Based on the Root Cause Analysis, do any processed or

No
procedures need to be changed?

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2.PersonsInvolved
Persons Involved

Name of any person involved (1): Goboza, Zikhona Nomonde

Contact Details for person 1 who was involved: +855 69 383 241

Name of any person involved (2): Tyler Milan

Contact Details for person 2 who was involved: +66959759974

Are there any witness statements for the incident? N/A

Signature of person submitting the report:

JITENDER S RATHORE
11.09.2023 21:35 +07

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3.Mediasummary
Media summary

video_2023-09-12_11-43-49.mp4

video_2023-09-12_11-43-31.mp4

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