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1

Dear Guest,

Please help this questionnaire to be of high validity, it is for the academic

study purpose for the award of the degree of Doctor of philosophy in hotel

industry, so your opinions are valuable to us, and thank you for answer the

questions. We committed to improve hotel service and your valued feed back is

appreciated

1.

Return /Recommend Excellent Good Average Below

Average

Poor

a. Your likeliness to stay and/or

recommend this hotel palace for

a similar purpose in this city?

2. Quality of Staff Service /Attitude

a. Attentive and welcoming

throughout your stay

B Staff polite & hospitality

friendliness, courtesy &

responsiveness

c. Language skills

d. Concentration and listening

accuracy and hast

e. Knowledge of staff in answering

your questions

f. Efficiency of staff

g. Personal hygiene

h. Flexible and seaminess in

responding to your needs

3. Problem resolution (If you had a

problem)

a. If you reported any problem, how

satisfied are you with the

resolution?

b. How satisfied were you with the

promptness of resolution?

c. How satisfied were you with the

resolution itself?

d. Problems were due to (Check all

that apply) Facilities

Policy/

Proced

ures

Staff Service/

Attitude

Othe

rs

2

4. Arrival

a. Upon arrival, warm and friendly

welcome

b. Easy of reservation process

c. Efficiency and professionalism of

the check-in process & speed

d. Staff Altitudes

e. Arrival (Luggage handling,

door/bell staff assistance)

f. Accuracy of room charges

g. Did you fell your business was

appreciated?

h. Ability of the staff to anticipate

your needs

5. Food and Beverage

a. Timeliness of Service

b. Varity of food menu

c. Accuracy of order

d. Restaurants environment

e. Quality of food and beverage

f. Overall the three meals

experience

g. Waiters/waitresses effectively

h. Quality of Presentation

i. Courtesy of Service

6. Room service

a. Cleanliness of room

b. Order delivered in time promised

c. Accuracy of order

d. Quality of food

e. Quality of Presentation

f. Courtesy of service

7. Guest room

a. Over all guest room quality

b. Room equipments and furniture’s

c. Room décor

d. Comfort

e. Heating /cooling within room

f. Bathroom amenities

g. Condition of room facilities

3

8. Public areas

a. Overall hotel environment

b. Cleanliness

c. Quality of shopping service

d. Appearance

e. Noise and pollution

9. Quality of services

a. Overall

b. Reservation formalities

c. Meeting facilities

d. Front desk

e. Telephone operator

f. Mail/Message Desk

g. Executive lounge

h. Laundry and dry cleaning service

i. Housekeeping service timely and

efficiently

j. Business centre (Tel & Fax MSG)

k. Conference /Banquet

l. Health club

m Spa & Fitness

n. Security and safety in the hotel

o. Room service order taker

p. Valet parking

10. Over Rating

a. Over all impressions

b. Your overall staying experience

c. Over all quality of the hotel

facilities

d. Keynote speakers

e. Over all ambiance or environment

of the hotel

f. Overall hotel view and

appearance

g. Modernity & New Technology

h. Overall value for the price paid

4

Reservations

1. How was your reservation made?

Hotel directly A travel Agent

Sales Department Hotel web site

Leading Hotels of the world Other

2. Compared with same class hotels how would you rate the hotel pattee?

less comparable Comparable Superior

Thanking you

5

Taiz city -Yemen

Lotus Temple Delhi India

6

IB

& Al-Mukalla Cities –Yemen

7

Haidar Abad Charminar & Obera Hote l and resort l -Jaipor _India