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 was apologized and same was informed to Arif (Engg). Satya (AHK) went up to the room, met the
Guest called up service express Satya (AM HK) met.EMAIL
Satya Mr. David Hobbs IBM India Pvt LTD 13:22 526 02nd Jan 2019 07th Jan 2019 guest and apologized for the inconvenience caused, upon checking, it was found that AC temperature was Engineering AC not effective - Closed 7
and mention that the AC is not effective. WAS SENT BY wes Heena
recorded at 22*C, as per guest request temperature was set at 20*C. Heena (WES) sent an apology email.

Mr Abhijeet non-resident guest called up hotel and mentioned that he came to hotel last night and gave his car to valet and upon returning he found that a white carry bag which had a
Guest had a query with
Abhishek Mr. Abhijeet - 16:30 N/R - - bottle of vodka in it was missing. He realized this in afternoon today. Guest was assured that we will get back to him post investigation. Same was informed to Security, post checking Front Office - Y 8 -
missing vodka bottle
nothing was found. Guest was contacted back but he didn't answered the call. Guest will be contacted again and same will be informed

Himanshu (AFOM) met the guest and apologized, same was informed to engineering (Arif). Upon checking
Himanshu Mr. Robin Raina - 16:01 226 03rd Jan 2019 06th Jan 2019 Guest approached front desk and mentioned that AC was not effective. AC thermostat was faulty, same was rectified by engineering. Guest wanted his room temperature to be set Engineering AC not effective - Closed 8 Himanshu (AFOM) met
on 20*C, same was set by engineering.

At the time of farewell guest shown dissatisfaction as seasonal taste was not
operational and he was not informed this before arrival. He also mentioned
Guest did not like pasta
that he had pasta at Prego couple of times. Once chef Mayank made it which Himanshu (AFOM) met and apologized, guest was asked if anything can be done to regain his trust but he Himanshu (AFOM) met,
Himanshu / Mr. Aliimran Syed F&B (P), and she had issues with
Amazon 19:00 207 02nd Jan 2019 05th Jan 2019 was fine but next day he asked for the same pasta which was not good and felt mentioned to let him know what we can do. Apology email written by Sandeep Singh. - Closed 9 apology email written by
Kanika (ALI.XLRI007@GMAIL.COM) Housekeeping HK and was not happy as
uneasy after having, same was not made by chef Mayank. Guest mentioned that Sandeep Singh.
ST was not operational
he will not return back to the hotel. He also mentioned that he had few issues
with housekeeping which was duly attended by Kanika.

While servicing the room guest mentioned to the housekeeping associate that
Satya (AHK) met the guest and informed that all the possible area have been checked thoroughly, however
Mr. Andre Hackett French Connection he had one roller and not able to find it, he also mentioned that it may cleared A roller missing from
Satya 14:30 426 02nd Jan 2019 14th Jan 2019 nothing was found as such. Wherein he mentioned that he will check his room once again and he will let us Housekeeping - Y 8 Satya (AM HK) met
(andrehackett@yahoo.com) United Kingdom with food trolley. room
know if nothing found then we need to procure one for him.

Mr. Michael Kaechele
Rupa
(MICHAELKAECHELE@GMAIL.COM)
Kabir (DM) met the guest on departure, who shared that the room was warm all night, and that he was
Guest called up service express and mentioned that AC not getting cool. Upon uncomfortable for both the nights he stayed with us. The guest further stated that his airport pick up was
Booking.com 23:14 515 04th Jan 2019 06th Jan 2019 checking the temperature was recorded 22*C same was reset 18*C by also missed, and requested for s discount. Kabir (DM) offered 15% discount on f&b and transportation Engineering AC not effective - Y 7
engineering. charges, but the guest was not satisfied. Kabir requested for some time to get back to the guest. A pre
authorization was taken in the guest card. Needs to be reverted to.

( 66.7% with 6 Respondents MTD // 66.7% with 6 Respondents YTD )

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

Amazing Westin
5 Tour62654574949 Tripadvisor 04.1.19
Stayed in Westin Gurgaon so many times. Everything is so good and flawless from check in to checkout.Staff at the front desk is so good and kind specially Amrish & Heena . I really like the buffet breakfast here with lot of options
 GSS Key Metrics
Jan 2019 YTD
GSS: Intent to Recommend Property 66.7 66.7
Jan 2019 YTD
GSS: Overall Satisfaction 66.7 66.7
Jan 2019 YTD
Check-In Experience 50 50
Jan 2019 YTD
Staff Service Overall 83.3 83.3
Jan 2019 YTD
Maintenance and Upkeep 66.7 66.7
Jan 2019 YTD
Restaurant: Food Quality 87.5 87.5
Jan 2019 YTD
Room Cleanliness 66.7 66.7
Jan 2019 YTD
Internet speed and performance 75 75
Jan 2019 YTD
Spa Satisfaction 100 100
Jan 2019 YTD
Fitness Satisfaction 100 100
Jan 2019 YTD
Elite Loyalty 100 100
Jan 2019 YTD
F&B Satisfaction 83.3 83.3
Jan 2019 YTD
Pool Satisfaction - -
Jan 2019 YTD
No. Of Respondents 6 6

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

120
80 80
70 66.7 100 100 100
66.7 80 66.7 66.7
60 60
60 GSS: Overall Satisfaction
50
40 40 40
30 GSS: Intent to 20
Recommend Property 20
20 0
10 Jan 2019 YTD 0
0 Jan 2019 YTD
Jan 2019 YTD

Staff Service Overall Room Cleanliness Elite Loyalty

90 80 120
80 83.3 83.3 70 66.7 66.7 100 100 100
70 60
60 80 Elite Loyalty
Staff Service Overall 50 Room Cleanliness
50 60
40
40
30 30 40
20 20 20
10 10
0 0
0 Jan 2019 YTD
Jan 2019 YTD Jan 2019 YTD

Maintenance and Upkeep Internet speed and performance No. Of Respondents

80 7
80 75 75
70 66.7 70 6 6 6
66.7
60 60 5
50 Maintenance and Upkeep Internet speed and performance No. Of Respondents
50 4
40 40
30 3
30
20 20 2
10 10 1
0 0 0
Jan 2019 YTD Jan 2019 YTD Jan 2019 YTD

F&B Satisfaction Fitness Satisfaction Check-In Experience

100 60
120
80 83.3 83.3
100 100 100 50 50 50
60 F&B Satisfaction
80 Fitness Satisfaction
40
30 Check-In Experience
40 60
20
40
20 10
20
0 0
Jan 2019 YTD 0 Jan 2019 YTD
Jan 2019 YTD

Restaurant: Food Quality

100
87.5 87.5
80
60
Restaurant: Food Quality
40
20
0
Jan 2019 YTD
Restaurant Ranker YTD 2018

Restaurant Ranker MTD

TD 2018

MTD