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GOLDEN TULIP JAIPUR

MONTH : February 2008


Occupancy % : 78
TOTAL NUMBER OF QUESTIONNAIRES RECEIVED 106
TOTAL NUMBER OF ROOM NIGHTS 2538
QUESTIONNAIRES AS % OF ROOMNIGHTS 4.18%
A ) SUMMARY

DESCRIPTION OF SERVICES RATING TOTAL TOTAL PERCENT GRADE PREVIOUS MONTH


DID NOT MET MET EXCEEDED COMMENTS POINTS POINT
(-1) (2) (3) RECEIVED EARNED POINTS GRADE
1) OVERALL RATING OF HOTEL 1 34 68 103 271 87.70 GOOD
2) GUEST SERVICES 28 471 786 1285 3272 84.88 GOOD
3) GUEST FACILITIES 0 16 28 44 116 87.88 GOOD
4A) QUALITY OF FOOD 7 53 95 155 384 82.58 GOOD
4B) QUALITY OF SERVICE 10 44 94 148 360 81.08 GOOD
5) STAFF ATTITUDE 3 47 179 229 628 91.41 EXCELLENT
UNIT TOTAL 49 665 1250 1964 5031 85.39 GOOD

B ) DETAILED

1) OVERALL RATING OF HOTEL 1 34 68 103 271 87.70 GOOD

BREAK UP OF SERVICES RATING TOTAL TOTAL PERCENT GRADE PERCENT GRADE

DID NOT MEET MET EXCEEDED COMMENTS POINTS POINT POINT


(-1) (2) (3) RECEIVED EARNED

2) GUEST SERVICES
AIRPORT WELCOME 1 11 11 23 54 78.26 GOOD
HANDLING OF RESERVATIONS 0 27 28 55 138 83.64 GOOD
WELCOME AT HOTEL 2 35 59 96 245 85.07 GOOD
CHECK IN 4 39 57 100 245 81.67 GOOD
BAGGAGE HANDLING 0 33 65 98 261 88.78 GOOD
MESSAGE SERVICE 0 20 22 42 106 84.13 GOOD
TOUR DESK 1 8 17 26 66 84.62 GOOD
CHECK OUT 0 28 42 70 182 86.67 GOOD
ROOM CLEANLINESS 1 18 80 99 275 92.59 EXCELLENT
ROOM AMENITIES 0 25 66 91 248 90.84 EXCELLENT
LIGHTING 0 35 58 93 244 87.46 GOOD
TELEPHONE SERVICE 1 30 30 61 149 81.42 GOOD
TEMPERATURE CONTROL 11 37 42 90 189 70.00 GOOD
PRIVACY 1 35 52 88 225 85.23 GOOD
NEWSPAPERS 1 35 54 90 231 85.56 GOOD
HOUSEKEEPING SERVICE 0 25 60 85 230 90.20 EXCELLENT
LAUNDRY SERVICE 2 13 24 39 96 82.05 GOOD
MINIBAR 3 17 19 39 88 75.21 GOOD
TOTAL 28 471 786
BREAK UP OF SERVICES RATING TOTAL TOTAL PERCENT GRADE
DID NOT MEET MET EXCEEDED COMMENTS POINTS POINT
(-1) (2) (3) RECEIVED EARNED

3) GUEST FACILITIES
BUSINESS CENTRE 0 9 14 23 60 86.96 GOOD
BOARDROOM 0 5 8 13 34 87.18 GOOD
SENATE ROOM 0 2 6 8 22 91.67 EXCELLENT
TOTAL 0 16 28
4) RESTAURANTS/BARS
A. QUALITY OF FOOD
SILK LOFT 2 30 47 79 199 83.97 GOOD
SOHO BAR 3 12 24 39 93 79.49 GOOD
ROOM SERVICE 2 11 24 37 92 82.88 GOOD
TOTAL 7 53 95
4) RESTAURANTS/BARS -----
B. QUALITY OF SERVICE
SILK LOFT 6 19 42 67 158 78.61 GOOD
SOHO BAR 2 12 24 38 94 82.46 GOOD
ROOM SERVICE 2 13 28 43 108 83.72 GOOD
TOTAL 10 44 94
5) STAFF ATTITUDE
FRIENDLINESS 1 11 84 96 273 94.79 EXCELLENT
HANDLING OF PROBLEMS 0 17 43 60 163 90.56 EXCELLENT
PROMPTNESS 2 19 52 73 192 87.67 GOOD
TOTAL 3 47 179
FOR INFORMATION RATING
HOW DID YOU FIRST LEARN ABOUT THE HOTEL EXCELLENT = 90% AND ABOVE
GOOD = 70% TO 89.99%
ANOTHER
FRIEND/BUSINESS ASSOCIATE GOLDEN TULIP MEETING/ NEEDS IMPROVEMENT = BELOW 70%
21 2 6
HOTEL CONVENTION

COMPANY IN TRAVEL
0 7 51
BROCHURE/HOTEL DIRECTORY AREA AGENT

ADVERTISING
1 OTHERS 12

WOULD YOU RETURN TO GOLDEN TULIP ON YOUR NEXT VISIT TO JAIPUR

YES 105 NO 1

PLEASE NOTE ONLY SUM TOTAL OF COMMENTS MARKED SHOULD BE FED IN THESE BOXES.
POSITIVE NEGATIVE
Feb-08

PEOPLE PRODUCT PROCESS PRICE PEOPLE PRODUCT PROCESS PRICE


EACH EMPLOYEE BEAUTIFULLY LIKED THE COMBINATION OF INDIAN SOHO BAR SERVICE VERY TOO EAGER TO HELP. RESTAURANT STAFF TOO SPICY. LIFTS TOOK VERY LONG TO COME. PACKING OF LAUNDRY NOT DID NOT SPEND ANY
TRAINED, INTELLIGENT, & EUROPEAN FOOD AT SILKLOFT. FRIENDLY. FORGETFULL. SHOULD HAVE MORE SHOULD HAVE SPA WITH GOOD QUALITY NECESSARY AS CARDBOARD & MONEY ON WINE AS
HELPFUL, GOOD ATTITUDES & ROOMS ARE BEAUTIFULLY DESIGNED, INFORMATION ABOUT CITY AT FRONT DESK BRANDS. JUST A FEW ITEMS TO CHOOSE BAGS ARE ADDING POLLUTION IN IT WAS TOO
REALLY EXCELLENT. BAR USER FRIENDLY & SPACIOUS. BEDS & I.E. PLAYS GOING ON IN THEATERS. FROM IN ROOM SERVICE. TOILET SHOULD BE OUR WORLD. EXPENSIVE.
STAFF VERY FRIENDLY. GREAT PILLOWS ARE COMFORTABLE. FITTED WITH BIDET. BATH TUBS SHOULD
HELP BY FRONT DESK FOR HAVE CURTAINS. BATHROOM FLOOR NOT
WIFI. LEVELED PROPERLY. MUSIC AT BREAKFAST IS
TOO LOUD & NOISY. FRUSTRATING WHEN
WANT TO GO 1 FLOOR UP & HAVE TO WAIT
LONG FOR ELEVATOR AS THERE IS NO STAIRS
AVAILABLE. SUITE ROOM DOES NOT HAVE
FOREIGNERS HAIR DRYER & SHAVER POINT. SHOULD FIX
BRIGHT READING LIGHT FOR THE BED & DIM
LIGHT IN THE BATHROOM. EXHAUST IN
BATHROOM NOT WORKING.

ALL STAFF MEMBERS AT HOTEL GIVES A FEELING OF SILK LOFT GOOD BREAKFAST NOT VERY FRESH. POWER CUTS
RECEPTION &ROOM SERVICE FRESHNESS. EVERYTHING VERY WELL PRICES (VALUE WERE QUITE OFTEN.DRAINAGE BLOCKING IN
WERE VERY COOPERATIVE & MAINTAINED. FOR MONEY). SHOWER CUBICAL. BATH TUB LEAKING ONTO
SUPPORTING. FLOOR. BATHTUB NOT PROPLERY CLEANED.
IMPROVE ELEVATOR SPEED. ROOM SERVICE
DOMESTIC NEEDS IMPROVEMENT. WINE & BEER TO KEPT
IN MINI BAR.
NUMBER OF COMMENT CARDS RECEIVED February-08 Previous Month

106 0

HOW DID U LEARN ABOUT THE HOTEL

Friend or Business Associate 21 0

Another Golden Tulip Hotel 2 0

Meeting / Convention 6 0

Brouchure or Hotel Directory 0 0

Company in the Area 7 0

Travel Agent 51 0

Advertising 1 0

Others (please specify) 12 0

Did not fill 6 0


GUEST QUESTIONNAIRE ANALYSIS

THE TRIDENT MADRAS

MONTH : MAY 99

Occupancy % : 50.02

TOTAL NUMBER OF QUESTIONNAIRES RECEIVED 13 LAST MONTH 13

A ) SUMMARY

DESCRIPTION OF SERVIC RATING TOTAL PERCENT GRADE PREVIOUS MONTH


BLANK POOR SATIS. GOOD EXCEL. POINTS POINT
(2) (-1) (1) (2) (3) POINTS GRADE
1) GUEST SERVICES 39 0 0 41 24 232 89.23 GOOD 89 GOOD
2) QUALITY OF ROOMS 22 7 12 20 17 140 71.79 GOOD 72 GOOD
3) ROOM SERVICES 19 1 0 10 9 84 86.15 GOOD 86 GOOD
4) FACILITIES 31 0 4 9 8 108 83.08 GOOD 83 GOOD
5) FOOD & BEVERAGE - Q 37 0 0 10 5 109 83.85 GOOD 84 GOOD
- 34 0 0 8 10 114 87.69 GOOD 88 GOOD
6) STAFF ATTITUDE 15 1 1 13 9 83 85.13 GOOD 85 GOOD
7) VALUE FOR MONEY 17 3 4 11 4 69 70.77 GOOD 71 GOOD

UNIT TOTAL 214 12 21 122 86 939 82.55 GOOD 83 GOOD

B ) DETAILED

BREAK UP OF SERVICES RATING TOTAL PERCENT GRADE PERCENT GRADE


BLANK POOR SATIS. GOOD EXCEL. POINTS POINT POINT
(2) (-1) (1) (2) (3)

1) GUEST SERVICES
NDLING OF RESERVATION 5 5 3 29 89.23 GOOD 89 GOOD
PORT TRANSFER SERVICE 6 4 3 29 89.23 GOOD 89 GOOD
DOORMAN 4 5 4 30 92.31 EXCELLENT 92 EXCELLENT

46222123.xlsTTM
GUEST QUESTIONNAIRE ANALYSIS

CHECK-IN 4 6 3 29 89.23 GOOD 89 GOOD


HANDLING OF BAGGAGE 4 5 4 30 92.31 EXCELLENT 92 EXCELLENT
MESSAGE SERVICE 5 6 2 28 86.15 GOOD 86 GOOD
CHECK-OUT 6 4 3 29 89.23 GOOD 89 GOOD
TELEPHONE SERVICE 5 6 2 28 86.15 GOOD 86 GOOD

46222123.xlsTTM
GUEST QUESTIONNAIRE ANALYSIS

BREAK UP OF SERVICES RATING TOTAL PERCENT GRADE PERCENT GRADE


BLANK POOR SATIS. GOOD EXCEL. POINTS POINT POINT
(2) (-1) (1) (2) (3)

2) QUALITY OF ROOMS
HOUSEKEEPI NG 4 1 4 4 29 89.23 GOOD 89 GOOD
FURNITURE & FITTINGS 4 3 3 3 26 80.00 GOOD 80 GOOD
BATHROOM 3 4 2 2 2 14 43.08 SATISFACTORY 43 SATISFACTORY
WORKING AREA 4 2 4 3 27 83.08 GOOD 83 GOOD
LIGHTING 4 1 3 3 2 22 67.69 SATISFACTORY 68 SATISFACTORY
TEMPERATURE CONTROL 3 2 1 4 3 22 67.69 SATISFACTORY 68 SATISFACTORY

3) ROOM SERVICES
IN-ROOM DINING
LAUNDRY 7 1 2 3 26 80.00 GOOD 80 GOOD
NEWSPAPERS 7 3 3 29 89.23 GOOD 89 GOOD
PRIVACY 5 5 3 29 89.23 GOOD 89 GOOD

4) FACILITIES
BUSINESS CENTRE 8 1 3 1 26 80.00 GOOD 80 GOOD
GYMNASIUM 8 1 2 2 27 83.08 GOOD 83 GOOD
SWIMMING POOL 7 1 2 3 28 86.15 GOOD 86 GOOD
TRAVEL SERVICES 8 1 2 2 27 83.08 GOOD 83 GOOD

5) RESTAURANTS/BARS FOOD & BEVERAGE QUALITY


MARATHA 7 3 3 29 89.23 GOOD 89 GOOD
SHANGAI 10 2 1 27 83.08 GOOD 83 GOOD
ARCOT BAR 10 3 26 80.00 GOOD 80 GOOD
ROOM SERVICE 10 2 1 27 83.08 GOOD 83 GOOD
6) RESTAURANTS/BARS SERVICE
MARATHA 7 2 4 30 92.31 EXCELLENT 92 EXCELLENT
SHANGAI 9 2 2 28 86.15 GOOD 86 GOOD
ARCOT BAR 9 2 2 28 86.15 GOOD 86 GOOD
ROOM SERVICE 9 2 2 28 86.15 GOOD 86 GOOD

46222123.xlsTTM
GUEST QUESTIONNAIRE ANALYSIS

BREAK UP OF SERVICES RATING TOTAL PERCENT GRADE PERCENT GRADE


BLANK POOR SATIS GOOD EXCEL. POINTS POINT POINT
(2) (-1) (1) (2) (3)

7) STAFF ATTITUDE
FRIENDLINESS 5 4 4 30 92.31 EXCELLENT 92 EXCELLENT
HANDLING OF PROBLEMS 7 1 3 2 27 83.08 GOOD 83 GOOD
PROMPTNESS 3 1 6 3 26 80.00 GOOD 80 GOOD

8) VALUE FOR MONEY


ACCOMMODATION 5 3 3 2 19 58.46 SATISFACTORY 58 SATISFACTORY
FOOD & BEVERAGE 5 2 5 1 25 76.92 GOOD 77 GOOD
OVERALL EXPERIENCE 7 2 3 1 25 76.92 GOOD 77 GOOD

46222123.xlsTTM
GUEST QUESTIONNAIRE ANALYSIS

THE TRIDENT AGRA

MONTH : APRIL 99

OCCUPANCY %: 74.06

TOTAL NUMBER OF QUESTIONNAIRES RECEIVED


25 LAST MONTH: 84

A ) SUMMARY

DESCRIPTION OF SERVICES RATING TOTAL PERCENT GRADE PREVIOUS MONTH


BLANK POOR SATISFACTORY GOOD EXCELLENT
POINTS POINT
(2) (-1) (1) (2) (3) POINTS GRADE
1) GUEST SERVICES 38 2 1 47 87 430 98.29 EXCELLENT 95 EXCELLENT
2) QUALITY OF ROOMS 13 0 8 67 62 354 94.40 EXCELLENT 87 GOOD
3) ROOM SERVICES
4) FACILITIES 33 0 1 7 9 108 86.40 GOOD 85 GOOD
5) FOOD & BEVERAGE - 61 1 3 20 15 209 83.60 GOOD 80 GOOD
- 52 0 1 23 24 223 89.20 GOOD 83 GOOD
6) STAFF ATTITUDE 8 0 1 8 33 132 102.40 EXCELLENT 98 EXCELLENT
7) VALUE FOR MONEY 15 0 4 30 26 172 91.73 EXCELLENT 92 EXCELLENT

UNIT TOTAL 220 3 19 202 256 1628 93.16 EXCELLENT 89 GOOD

B ) DETAILED

BREAK UP OF SERVICES RATING TOTAL PERCENT GRADE PERCENT GRADE


BLANK POOR SATISFACTORY GOOD EXCELLENT
POINTS POINT POINT
(2) (-1) (1) (2) (3)

1) GUEST SERVICES
DLING OF RESERVATION 4 1 7 13 62 99.20 EXCELLENT 90 GOOD
RECEPTION WELCOME 1 9 15 65 104.00 EXCELLENT 102 EXCELLENT
CHECK-IN 1 1 7 16 63 100.80 EXCELLENT 99 EXCELLENT
HANDLING OF BAGGAGE 8 17 67 107.20 EXCELLENT 98 EXCELLENT
MESSAGE SERVICE 11 1 5 8 55 88.00 GOOD 89 GOOD
CHECK-OUT 8 5 12 62 99.20 EXCELLENT 100 EXCELLENT
TELEPHONE SERVICE 13 6 6 56 89.60 GOOD 87 GOOD

46222123.xlsTTAGRA
GUEST QUESTIONNAIRE ANALYSIS

BREAK UP OF SERVICES RATING TOTAL PERCENT GRADE PERCENT GRADE


BLANK POOR SATISFACTORY GOOD EXCELLENT
POINTS POINT POINT
(2) (-1) (1) (2) (3)

2) QUALITY OF ROOMS
HOUSEKEEPING 1 11 13 63 100.80 EXCELLENT 99 EXCELLENT
FURNITURE & FITTINGS 1 12 12 62 99.20 EXCELLENT 90 EXCELLENT
BATHROOM 1 2 10 12 60 96.00 EXCELLENT 91 EXCELLENT
WORKING AREA 8 2 8 7 55 88.00 GOOD 85 GOOD
LIGHTING 1 3 12 9 56 89.60 GOOD 83 GOOD
TEMPERATURE CONTROL 1 1 14 9 58 92.80 EXCELLENT 76 GOOD

3) ROOM SERVICES
LAUNDRY
PRIVACY

4) FACILITIES
SWIMMING POOL 13 1 5 6 55 88.00 GOOD 88 GOOD
TRAVEL SERVICES 20 2 3 53 84.80 GOOD 82 GOOD

5) RESTAURANTS/BARS ----- FOOD & BEVERAGE QUALITY


RESTAURANT 6 1 1 12 5 51 81.60 GOOD 77 GOOD
BAR 14 2 4 5 53 84.80 GOOD 81 GOOD
MEETING ROOM 21 2 2 52 83.20 GOOD 81 GOOD
ROOM SERVICE 20 2 3 53 84.80 GOOD 81 GOOD

6) RESTAURANTS/BARS -----SERVICE
RESTAURANT 4 11 10 60 96.00 EXCELLENT 85 GOOD
BAR 13 1 7 4 53 84.80 GOOD 82 GOOD
MEETING ROOM 19 2 4 54 86.40 GOOD 82 GOOD
ROOM SERVICE 16 3 6 56 89.60 GOOD 81 GOOD

7) STAFF ATTITUDE
FRIENDLINESS 5 20 70 112.00 EXCELLENT 106 EXCELLENT
HANDLING OF PROBLEMS 8 1 3 13 62 99.20 EXCELLENT 94 EXCELLENT
PROMPTNESS 4 1 9 11 60 96.00 EXCELLENT 95 EXCELLENT

8) VALUE FOR MONEY


ACCOMMODATION 4 2 10 9 57 91.20 EXCELLENT 93 EXCELLENT
FOOD & BEVERAGE 7 2 10 6 54 86.40 GOOD 88 GOOD
OVERALL EXPERIENCE 4 10 11 61 97.60 EXCELLENT 94 EXCELLENT

46222123.xlsTTAGRA
GUEST QUESTIONNAIRE ANALYSIS

THE OBEROI BHUBANESHWAR

MONTH : OCTOBER 99

Occupancy % : 44.20

TOTAL NUMBER OF QUESTIONNAIRES RECEIVED :4 LAST MONTH : 4

A ) SUMMARY

DESCRIPTION OF SERVICES RATING TOTAL PERCENT GRADE PREVIOUS MONTH


BLANK POORSATISFACTORYGOOD EXCELLENTPOINTS POINT
(2) (-1) (1) (2) (3) POINTS GRADE
1) GUEST SERVICES 0 0 1 23 8 71 88.75 GOOD 89 GOOD
2) QUALITY OF ROOMS 0 0 12 12 7 57 83.33 GOOD 83 GOOD
3) ROOM SERVICES 0 1 2 11 2 29 72.50 GOOD 73 GOOD
4) FACILITIES 0 0 1 9 2 25 83.33 GOOD 83 GOOD
5) FOOD & BEVERAGE - Q 0 0 0 9 7 39 97.50 EXCELLENT 98 EXCELLENT
- 0 0 0 10 6 38 95.00 EXCELLENT 95 EXCELLENT
6) STAFF ATTITUDE 0 0 0 4 8 32 110.00 EXCELLENT 110 EXCELLENT
7) VALUE FOR MONEY 0 0 1 7 4 27 90.00 EXCELLENT 90 EXCELLENT

UNIT TOTAL 0 1 17 85 44 318 87.81 GOOD 88 GOOD

B ) DETAILED

BREAK UP OF SERVICES RATING TOTAL PERCENT GRADE PERCENT GRADE


BLANK POORSATISFACTORYGOOD EXCELLENTPOINTS POINT POINT
(2) (-1) (1) (2) (3)

1) GUEST SERVICES
NDLING OF RESERVATION 3 1 9 90.00 EXCELLENT 90 EXCELLENT
PORT TRANSFER SERVICE 4 8 80.00 GOOD 80 GOOD
DOORMAN 1 2 1 8 80.00 GOOD 80 GOOD
CHECK-IN 3 1 9 90.00 EXCELLENT 90 EXCELLENT

46222123.xlsTOBBSR
GUEST QUESTIONNAIRE ANALYSIS

HANDLING OF BAGGAGE 2 2 10 100.00 EXCELLENT 100 EXCELLENT


MESSAGE SERVICE 2 2 10 100.00 EXCELLENT 100 EXCELLENT
CHECK-OUT 4 8 80.00 GOOD 80 GOOD
TELEPHONE SERVICE 3 1 9 90.00 EXCELLENT 90 EXCELLENT

46222123.xlsTOBBSR
GUEST QUESTIONNAIRE ANALYSIS

BREAK UP OF SERVICES RATING TOTAL PERCENT GRADE PERCENT GRADE


BLANK POORSATISFACTORYGOOD EXCELLENTPOINTS POINT POINT
(2) (-1) (1) (2) (3)

2) QUALITY OF ROOMS
HOUSEKEEPING 2 2 10 100.00 EXCELLENT 100 EXCELLENT
FURNITURE & FITTINGS 1 2 1 8 80.00 GOOD 80 GOOD
BATHROOM 2 1 1 7 70.00 SATISFACTORY 70 SATISFACTORY
WORKING AREA 1 2 1 8 80.00 GOOD 80 GOOD
LIGHTING 1 2 1 8 80.00 GOOD 80 GOOD
TEMPERATURE CONTROL 3 1 9 90.00 EXCELLENT 90 EXCELLENT

3) ROOM SERVICES
LAUNDRY 3 1 9 90.00 EXCELLENT 90 EXCELLENT
MINI BAR 1 3 5 50.00 SATISFACTORY 50 SATISFACTORY
NEWSPAPER 1 2 1 8 80.00 GOOD 80 GOOD
PRIVACY 1 3 7 70.00 SATISFACTORY 70 SATISFACTORY

4) FACILITIES
BUSINESS CENTRE 4 8 80.00 GOOD 80 GOOD
SWIMMING POOL 2 2 10 100.00 EXCELLENT 100 EXCELLENT
TRAVEL SERVICES 1 3 7 70.00 SATISFACTORY 70 SATISFACTORY

5) RESTAURANTS/BARS ----- FOOD & BEVERAGE QUALITY


CHANDINI 4 8 80.00 GOOD 80 GOOD
PUSHPANJALI 1 3 11 110.00 EXCELLENT 110 EXCELLENT
MADHUSHALA 2 2 10 100.00 EXCELLENT 100 EXCELLENT
ROOM SERVICE 2 2 10 100.00 EXCELLENT 100 EXCELLENT
6) RESTAURANTS/BARS ----- SERVICE
CHANDINI 4 8 80.00 GOOD 80 GOOD
PUSHPANJALI 1 3 11 110.00 EXCELLENT 110 EXCELLENT
MADHUSHALA 3 1 9 90.00 EXCELLENT 90 EXCELLENT
ROOM SERVICE 2 2 10 100.00 EXCELLENT 100 EXCELLENT
7) STAFF ATTITUDE
FRIENDLINESS 4 12 120.00 EXCELLENT 120 EXCELLENT

46222123.xlsTOBBSR
GUEST QUESTIONNAIRE ANALYSIS

HANDLING OF PROBLEMS 2 2 10 100.00 EXCELLENT 100 EXCELLENT


PROMPTNESS 2 2 10 100.00 EXCELLENT 100 EXCELLENT

8) VALUE FOR MONEY


ACCOMMODATION 1 2 1 8 80.00 GOOD 80 GOOD
FOOD & BEVERAGE 2 2 10 100.00 EXCELLENT 100 EXCELLENT
OVERALL EXPERIENCE 3 1 9 90.00 EXCELLENT 90 EXCELLENT

46222123.xlsTOBBSR
GUEST QUESTIONNAIRE ANALYSIS

THE OBEROI CLARKES

MONTH : MARCH 99

Occupancy % : 19.80

TOTAL NUMBER OF QUESTIONNAIRES RECEIVE


10 LAST MONTH 10

A ) SUMMARY

DESCRIPTION OF SERVIC RATING TOTAL PERCENT GRADE PREVIOUS MONTH


BLANK POOR SATIS. GOOD EXCEL. POINTS POINT
(2) (-1) (1) (2) (3) POINTS GRADE
1) GUEST SERVICES 0 3 3 3 41 129 86.00 GOOD 99 EXCELLENT
2) QUALITY OF ROOMS 0 0 4 7 39 135 108.00 EXCELLENT 108 EXCELLENT
3) ROOM SERVICES 0 0 2 2 11 39 78.00 GOOD 98 EXCELLENT
4) FOOD & BEVERAGE - Q 0 0 1 5 24 83 110.67 EXCELLENT 111 EXCELLENT
- 0 0 1 5 24 83 110.67 EXCELLENT 111 EXCELLENT
5) STAFF ATTITUDE 0 2 0 4 24 78 104.00 EXCELLENT 104 EXCELLENT
6) VALUE FOR MONEY 0 1 2 3 24 79 105.33 EXCELLENT 105 EXCELLENT

UNIT TOTAL 0 6 13 29 187 626 100.16 EXCELLENT 105 EXCELLENT

B ) DETAILED

BREAK UP OF SERVICES RATING TOTAL PERCENT GRADE PERCENT GRADE


BLANK POOR SATIS. GOOD EXCEL. POINTS POINT POINT
(2) (-1) (1) (2) (3)

1) GUEST SERVICES
NDLING OF RESERVATION 1 8 23 92.00 EXCELLENT 100 EXCELLENT
CHECK-IN 1 9 26 104.00 EXCELLENT 104 EXCELLENT
HANDLING OF BAGGAGE 1 1 7 22 88.00 GOOD 96 EXCELLENT
MESSAGE SERVICE 1 1 4 15 60.00 SATISFACTORY 92 EXCELLENT

46222123.xlsTOCLS
GUEST QUESTIONNAIRE ANALYSIS

CHECK-OUT 1 7 22 88.00 GOOD 104 EXCELLENT


TELEPHONE SERVICE 1 1 6 21 84.00 GOOD 100 EXCELLENT

46222123.xlsTOCLS
GUEST QUESTIONNAIRE ANALYSIS

BREAK UP OF SERVICES TOTAL PERCENT GRADE PERCENT GRADE


BLANK POOR SATIS. GOOD EXCEL. POINTS POINT POINT
(2) (-1) (1) (2) (3)

2) QUALITY OF ROOMS
HOUSEKEEPING 1 1 8 27 108.00 EXCELLENT 108 EXCELLENT
FURNITURE & FITTINGS 1 1 8 27 108.00 EXCELLENT 108 EXCELLENT
BATHROOM 3 7 27 108.00 EXCELLENT 108 EXCELLENT
WORKING AREA 1 1 8 27 108.00 EXCELLENT 108 EXCELLENT
LIGHTING 1 1 8 27 108.00 EXCELLENT 108 EXCELLENT

3) ROOM SERVICES
IN-ROOM DINING
LAUNDRY 1 1 5 18 72.00 GOOD 96 EXCELLENT
PRIVACY 1 1 6 21 84.00 GOOD 100 EXCELLENT

4) RESTAURANTS/BARS FOOD & BEVERAGE QUALITY


DINING ROOM 2 8 28 112.00 EXCELLENT 112 EXCELLENT
BAR 2 8 28 112.00 EXCELLENT 112 EXCELLENT
ROOM SERVICE 1 1 8 27 108.00 EXCELLENT 108 EXCELLENT

4) RESTAURANTS/BARS SERVICE
DINING ROOM 2 8 28 112.00 EXCELLENT 112 EXCELLENT
BAR 2 8 28 112.00 EXCELLENT 112 EXCELLENT
ROOM SERVICE 1 1 8 27 108.00 EXCELLENT 108 EXCELLENT
5) STAFF ATTITUDE
FRIENDLINESS 2 8 28 112.00 EXCELLENT 112 EXCELLENT
HANDLING OF PROBLEMS 1 1 8 25 100.00 EXCELLENT 100 EXCELLENT
PROMPTNESS 1 1 8 25 100.00 EXCELLENT 100 EXCELLENT

6) VALUE FOR MONEY


ACCOMMODATION 1 1 8 25 100.00 EXCELLENT 100 EXCELLENT
FOOD & BEVERAGE 1 1 8 27 108.00 EXCELLENT 108 EXCELLENT
OVERALL EXPERIENCE 1 1 8 27 108.00 EXCELLENT 108 EXCELLENT

46222123.xlsTOCLS
GUEST QUESTIONNAIRE ANALYSIS

THE JASS OBEROI

MONTH : MAY 99

Occupancy % : 5.73

TOTAL NUMBER OF QUESTIONNAIRES RECEIVE


16 LAST MONTH : 16

A ) SUMMARY

DESCRIPTION OF SERVIC RATING TOTAL PERCENT GRADE PREVIOUS MONTH


BLANK POOR SATIS. GOOD EXCEL. POINTS POINT
(2) (-1) (1) (2) (3) POINTS GRADE
1) GUEST SERVICES 43 0 1 27 41 264 94.29 EXCELLENT 94 EXCELLENT
2) QUALITY OF ROOMS 15 2 0 43 36 222 92.50 EXCELLENT 93 EXCELLENT
3) ROOM SERVICES 18 0 0 5 9 73 91.25 EXCELLENT 91 EXCELLENT
4) FACILITIES 23 0 0 3 6 70 90.00 EXCELLENT 90 EXCELLENT
5) FOOD & BEVERAGE - Q 16 0 1 12 19 114 95.00 EXCELLENT 95 EXCELLENT
- 20 0 0 11 17 113 94.17 EXCELLENT 94 EXCELLENT
6) STAFF ATTITUDE 13 0 2 9 24 118 98.33 EXCELLENT 98 EXCELLENT
7) VALUE FOR MONEY 7 0 4 19 18 110 91.67 EXCELLENT 92 EXCELLENT

UNIT TOTAL 155 2 8 129 170 1084 94.71 EXCELLENT 95 EXCELLENT

B ) DETAILED

BREAK UP OF SERVICES RATING TOTAL PERCENT GRADE PERCENT GRADE


BLANK POOR SATIS. GOOD EXCEL. POINTS POINT POINT
(2) (-1) (1) (2) (3)

1) GUEST SERVICES
NDLING OF RESERVATION 4 4 8 40 100.00 EXCELLENT 100 EXCELLENT
DOORMAN 2 1 2 11 42 105.00 EXCELLENT 105 EXCELLENT
CHECK-IN 2 7 7 39 97.50 EXCELLENT 98 EXCELLENT

46222123.xlsTJO
GUEST QUESTIONNAIRE ANALYSIS

HANDLING OF BAGGAGE 2 7 7 39 97.50 EXCELLENT 98 EXCELLENT


MESSAGE SERVICE 12 2 2 34 85.00 GOOD 85 GOOD
CHECK-OUT 10 3 3 35 87.50 GOOD 88 GOOD
TELEPHONE SERVICE 11 2 3 35 87.50 GOOD 88 GOOD

46222123.xlsTJO
GUEST QUESTIONNAIRE ANALYSIS

BREAK UP OF SERVICES RATING TOTAL PERCENT GRADE PERCENT GRADE


BLANK POOR SATIS. GOOD EXCEL. POINTS POINT POINT
(2) (-1) (1) (2) (3)

2) QUALITY OF ROOMS
HOUSEKEEPING 2 6 8 40 100.00 EXCELLENT 100 EXCELLENT
FURNITURE & FITTINGS 2 8 6 38 95.00 EXCELLENT 95 EXCELLENT
BATHROOM 2 8 6 38 95.00 EXCELLENT 95 EXCELLENT
WORKING AREA 4 5 7 39 97.50 EXCELLENT 98 EXCELLENT
LIGHTING 3 8 5 37 92.50 EXCELLENT 93 EXCELLENT
TEMPERATURE CONTROL 2 2 8 4 30 75.00 GOOD 75 GOOD

3) ROOM SERVICES
IN-ROOM DINING
LAUNDRY 10 2 4 36 90.00 EXCELLENT 90 EXCELLENT
PRIVACY 8 3 5 37 92.50 EXCELLENT 93 EXCELLENT

4) FACILITIES

HEALTH CLUB 14 2 36 90.00 EXCELLENT 90 EXCELLENT


SWIMMING POOL 9 3 4 36 90.00 EXCELLENT 90 EXCELLENT

5) RESTAURANTS/BARS FOOD & BEVERAGE QUALITY


APSARA 2 4 10 42 105.00 EXCELLENT 105 EXCELLENT
TEMPLE BAR 3 5 8 40 100.00 EXCELLENT 100 EXCELLENT
ROOM SERVICE 11 1 3 1 32 80.00 GOOD 80 GOOD
6) RESTAURANTS/BARS SERVICE
APSARA 3 3 10 42 105.00 EXCELLENT 105 EXCELLENT
TEMPLE BAR 5 5 6 38 95.00 EXCELLENT 95 EXCELLENT
ROOM SERVICE 12 3 1 33 82.50 GOOD 83 GOOD
7) STAFF ATTITUDE
FRIENDLINESS 2 1 2 11 42 105.00 EXCELLENT 105 EXCELLENT
HANDLING OF PROBLEMS 7 1 2 6 37 92.50 EXCELLENT 93 EXCELLENT
PROMPTNESS 4 5 7 39 97.50 EXCELLENT 98 EXCELLENT

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GUEST QUESTIONNAIRE ANALYSIS

8) VALUE FOR MONEY


ACCOMMODATION 4 1 6 5 36 90.00 EXCELLENT 90 EXCELLENT
FOOD & BEVERAGE 2 2 8 4 34 85.00 GOOD 85 GOOD
OVERALL EXPERIENCE 1 1 5 9 40 100.00 EXCELLENT 100 EXCELLENT

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GUEST QUESTIONNAIRE ANALYSIS

THE TRIDENT JAIPUR

MONTH : OCTOBER 99

Occupancy % : 68.40

TOTAL NUMBER OF QUESTIONNAIRES RECEIVED


140 LAST MONTH : 134

A ) SUMMARY

DESCRIPTION OF SERVIC RATING TOTAL PERCENT GRADE PREVIOUS MONTH


BLANK POOR SATIS. GOOD EXCEL. POINTS POINT
(2) (-1) (1) (2) (3) POINTS GRADE
1) GUEST SERVICES 444 6 16 282 372 2578 92.07 EXCELLENT 92 EXCELLENT
2) QUALITY OF ROOMS 107 4 18 206 365 1735 99.14 EXCELLENT 99 EXCELLENT
3) ROOM SERVICES 210 6 10 140 194 1286 91.86 EXCELLENT 92 EXCELLENT
4) FACILITIES 213 0 4 76 127 963 91.71 EXCELLENT 92 EXCELLENT
5) FOOD & BEVERAGE - Q 108 0 4 50 118 674 96.29 EXCELLENT 96 EXCELLENT
-S 142 0 2 56 80 638 91.14 EXCELLENT 91 EXCELLENT
6) STAFF ATTITUDE 93 0 2 84 241 1079 102.76 EXCELLENT 103 EXCELLENT
7) VALUE FOR MONEY 105 0 6 114 195 1029 98.00 EXCELLENT 98 EXCELLENT

UNIT TOTAL 1422 16 62 1008 1692 9982 95.22 EXCELLENT 95 EXCELLENT

B ) DETAILED

BREAK UP OF SERVICES RATING TOTAL PERCENT GRADE PERCENT GRADE


BLANK POOR SATIS. GOOD EXCEL. POINTS POINT POINT
(2) (-1) (1) (2) (3)

1) GUEST SERVICES
NDLING OF RESERVATION 45 48 47 327 93.43 EXCELLENT 93 EXCELLENT
PORT TRANSFER SERVICE 81 28 31 311 88.86 GOOD 89 GOOD
CHECK-IN 35 42 63 343 98.00 EXCELLENT 98 EXCELLENT
HANDLING OF BAGGAGE 37 4 36 63 339 96.86 EXCELLENT 97 EXCELLENT
MESSAGE SERVICE 71 2 2 28 37 309 88.29 GOOD 88 GOOD
CHECK-OUT 61 2 30 47 321 91.71 EXCELLENT 92 EXCELLENT
TELEPHONE SERVICE 57 2 4 36 41 311 88.86 GOOD 89 GOOD
ELEVATORS 57 6 34 43 317 90.57 EXCELLENT 91 EXCELLENT

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GUEST QUESTIONNAIRE ANALYSIS

BREAK UP OF SERVICES RATING TOTAL PERCENT GRADE PERCENT GRADE


BLANK POOR SATIS. GOOD EXCEL. POINTS POINT POINT
(2) (-1) (1) (2) (3)

2) QUALITY OF ROOMS
HOUSEKEEPING 25 40 75 355 101.43 EXCELLENT 101 EXCELLENT
FURNITURE & FITTINGS 21 4 50 65 341 97.43 EXCELLENT 97 EXCELLENT
BATHROOM 23 6 30 81 355 101.43 EXCELLENT 101 EXCELLENT
LIGHTING 23 4 2 44 67 333 95.14 EXCELLENT 95 EXCELLENT
TEMPERATURE CONTROL 15 6 42 77 351 100.29 EXCELLENT 100 EXCELLENT

3) ROOM SERVICES
IN-ROOM DINING
LAUNDRY 63 22 55 335 95.71 EXCELLENT 96 EXCELLENT
NEWSPAPER 69 2 26 43 321 91.71 EXCELLENT 92 EXCELLENT
MINI BAR 33 4 8 50 45 305 87.14 GOOD 87 GOOD
PRIVACY 45 2 42 51 325 92.86 EXCELLENT 93 EXCELLENT

4) FACILITIES
BUSINESS CENTRE 75 2 22 41 319 91.14 EXCELLENT 91 EXCELLENT
SWIMMING POOL 47 36 57 337 96.29 EXCELLENT 96 EXCELLENT
TRAVEL SERVICES 91 2 18 29 307 87.71 GOOD 88 GOOD

5) RESTAURANTS/BARS FOOD & BEVERAGE QUALITY


JAL MAHAL 29 30 81 361 103.14 EXCELLENT 103 EXCELLENT
MANSAGAR 79 4 20 37 313 89.43 GOOD 89 GOOD
6) RESTAURANTS/BARS SERVICE
JAL MAHAL 45 38 57 337 96.29 EXCELLENT 96 EXCELLENT
MANSAGAR 97 2 18 23 301 86.00 GOOD 86 GOOD

7) STAFF ATTITUDE
FRIENDLINESS 23 2 26 89 367 104.86 EXCELLENT 105 EXCELLENT
HANDLING OF PROBLEMS 39 28 73 353 100.86 EXCELLENT 101 EXCELLENT
PROMPTNESS 31 30 79 359 102.57 EXCELLENT 103 EXCELLENT

8) VALUE FOR MONEY


ACCOMMODATION 35 2 36 67 345 98.57 EXCELLENT 99 EXCELLENT
FOOD & BEVERAGE 37 4 44 55 331 94.57 EXCELLENT 95 EXCELLENT
OVERALL EXPERIENCE 33 34 73 353 100.86 EXCELLENT 101 EXCELLENT

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