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B ) DETAILED
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
YES 105 NO 1
PLEASE NOTE ONLY SUM TOTAL OF COMMENTS MARKED SHOULD BE FED IN THESE BOXES.
POSITIVE NEGATIVE
Feb-08
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
Meeting / Convention 6 0
Travel Agent 51 0
Advertising 1 0
MONTH : MAY 99
Occupancy % : 50.02
A ) SUMMARY
B ) DETAILED
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
46222123.xlsTTM
GUEST QUESTIONNAIRE ANALYSIS
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
46222123.xlsTTM
GUEST QUESTIONNAIRE ANALYSIS
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
46222123.xlsTTM
GUEST QUESTIONNAIRE ANALYSIS
MONTH : APRIL 99
OCCUPANCY %: 74.06
A ) SUMMARY
B ) DETAILED
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
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
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
46222123.xlsTTAGRA
GUEST QUESTIONNAIRE ANALYSIS
MONTH : OCTOBER 99
Occupancy % : 44.20
A ) SUMMARY
B ) DETAILED
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
46222123.xlsTOBBSR
GUEST QUESTIONNAIRE ANALYSIS
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
46222123.xlsTOBBSR
GUEST QUESTIONNAIRE ANALYSIS
46222123.xlsTOBBSR
GUEST QUESTIONNAIRE ANALYSIS
MONTH : MARCH 99
Occupancy % : 19.80
A ) SUMMARY
B ) DETAILED
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
46222123.xlsTOCLS
GUEST QUESTIONNAIRE ANALYSIS
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 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
46222123.xlsTOCLS
GUEST QUESTIONNAIRE ANALYSIS
MONTH : MAY 99
Occupancy % : 5.73
A ) SUMMARY
B ) DETAILED
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
46222123.xlsTJO
GUEST QUESTIONNAIRE ANALYSIS
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
46222123.xlsTJO
GUEST QUESTIONNAIRE ANALYSIS
46222123.xlsTJO
GUEST QUESTIONNAIRE ANALYSIS
MONTH : OCTOBER 99
Occupancy % : 68.40
A ) SUMMARY
B ) DETAILED
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
46222123.xlsTTJ
GUEST QUESTIONNAIRE ANALYSIS
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
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
46222123.xlsTTJ