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GOLDEN TULIP JAIPUR

MONTH : February 2008Occupancy % : 78TOTAL NUMBER OF QUESTIONNAIRES RECEIVED 106TOTAL NUMBER OF ROOM NIGHTS 2538QUESTIONNAIRES AS % OF ROOMNIGHTS 4.18%A ) SUMMARY

DESCRIPTION OF SERVICES RATING TOTAL TOTAL PERCENT GRADE PREVIOUS MONTHDID NOT MET MET EXCEEDED COMMENTS POINTS POINT

(-1) (2) (3) RECEIVED EARNED POINTS GRADE1) OVERALL RATING OF HOTEL 1 34 68 103 271 87.70 GOOD2) GUEST SERVICES 28 471 786 1285 3272 84.88 GOOD3) GUEST FACILITIES 0 16 28 44 116 87.88 GOOD4A) QUALITY OF FOOD 7 53 95 155 384 82.58 GOOD4B) QUALITY OF SERVICE 10 44 94 148 360 81.08 GOOD5) 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 SERVICESAIRPORT WELCOME 1 11 11 23 54 78.26 GOOD

HANDLING OF RESERVATIONS 0 27 28 55 138 83.64 GOODWELCOME AT HOTEL 2 35 59 96 245 85.07 GOOD

CHECK IN 4 39 57 100 245 81.67 GOODBAGGAGE HANDLING 0 33 65 98 261 88.78 GOOD

MESSAGE SERVICE 0 20 22 42 106 84.13 GOODTOUR DESK 1 8 17 26 66 84.62 GOODCHECK OUT 0 28 42 70 182 86.67 GOOD

ROOM CLEANLINESS 1 18 80 99 275 92.59 EXCELLENTROOM AMENITIES 0 25 66 91 248 90.84 EXCELLENT

LIGHTING 0 35 58 93 244 87.46 GOODTELEPHONE SERVICE 1 30 30 61 149 81.42 GOOD

TEMPERATURE CONTROL 11 37 42 90 189 70.00 GOODPRIVACY 1 35 52 88 225 85.23 GOOD

NEWSPAPERS 1 35 54 90 231 85.56 GOODHOUSEKEEPING SERVICE 0 25 60 85 230 90.20 EXCELLENT

LAUNDRY SERVICE 2 13 24 39 96 82.05 GOODMINIBAR 3 17 19 39 88 75.21 GOOD

TOTAL 28 471 786BREAK UP OF SERVICES RATING TOTAL TOTAL PERCENT GRADE

DID NOT MEET MET EXCEEDED COMMENTS POINTS POINT(-1) (2) (3) RECEIVED EARNED

3) GUEST FACILITIESBUSINESS CENTRE 0 9 14 23 60 86.96 GOOD

BOARDROOM 0 5 8 13 34 87.18 GOODSENATE ROOM 0 2 6 8 22 91.67 EXCELLENT

TOTAL 0 16 284) RESTAURANTS/BARS

A. QUALITY OF FOODSILK LOFT 2 30 47 79 199 83.97 GOOD

SOHO BAR 3 12 24 39 93 79.49 GOODROOM SERVICE 2 11 24 37 92 82.88 GOOD

TOTAL 7 53 954) RESTAURANTS/BARS -----

B. QUALITY OF SERVICESILK LOFT 6 19 42 67 158 78.61 GOOD

SOHO BAR 2 12 24 38 94 82.46 GOODROOM SERVICE 2 13 28 43 108 83.72 GOOD

TOTAL 10 44 945) STAFF ATTITUDE

FRIENDLINESS 1 11 84 96 273 94.79 EXCELLENTHANDLING 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 RATINGHOW DID YOU FIRST LEARN ABOUT THE HOTEL EXCELLENT = 90% AND ABOVE

GOOD = 70% TO 89.99%

FRIEND/BUSINESS ASSOCIATE 21 2 MEETING/ 6 NEEDS IMPROVEMENT = BELOW 70%

CONVENTION

BROCHURE/HOTEL DIRECTORY 0 7 51

ADVERTISING1 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.

ANOTHER GOLDEN TULIP

HOTEL

COMPANY IN AREA

TRAVEL AGENT

Feb-08POSITIVE NEGATIVE

PEOPLE PRODUCT PROCESS PRICE PEOPLE PRODUCT PROCESS PRICE

FOREIGNERS

EACH EMPLOYEE BEAUTIFULLY TRAINED, INTELLIGENT, HELPFUL, GOOD ATTITUDES & REALLY EXCELLENT. BAR STAFF VERY FRIENDLY. GREAT HELP BY FRONT DESK FOR WIFI.

LIKED THE COMBINATION OF INDIAN & EUROPEAN FOOD AT SILKLOFT. ROOMS ARE BEAUTIFULLY DESIGNED, USER FRIENDLY & SPACIOUS. BEDS & PILLOWS ARE COMFORTABLE.

SOHO BAR SERVICE VERY FRIENDLY.

TOO EAGER TO HELP. RESTAURANT STAFF FORGETFULL. SHOULD HAVE MORE INFORMATION ABOUT CITY AT FRONT DESK I.E. PLAYS GOING ON IN THEATERS.

TOO SPICY. LIFTS TOOK VERY LONG TO COME. SHOULD HAVE SPA WITH GOOD QUALITY BRANDS. JUST A FEW ITEMS TO CHOOSE FROM IN ROOM SERVICE. TOILET SHOULD BE FITTED WITH BIDET. BATH TUBS SHOULD HAVE CURTAINS. BATHROOM FLOOR NOT 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 HAIR DRYER & SHAVER POINT. SHOULD FIX BRIGHT READING LIGHT FOR THE BED & DIM LIGHT IN THE BATHROOM. EXHAUST IN BATHROOM NOT WORKING.

PACKING OF LAUNDRY NOT NECESSARY AS CARDBOARD & BAGS ARE ADDING POLLUTION IN OUR WORLD.

DID NOT SPEND ANY MONEY ON WINE AS IT WAS TOO EXPENSIVE.

DOMESTIC

ALL STAFF MEMBERS AT RECEPTION &ROOM SERVICE WERE VERY COOPERATIVE & SUPPORTING.

HOTEL GIVES A FEELING OF FRESHNESS. EVERYTHING VERY WELL MAINTAINED.

SILK LOFT GOOD PRICES (VALUE FOR MONEY).

BREAKFAST NOT VERY FRESH. POWER CUTS WERE QUITE OFTEN.DRAINAGE BLOCKING IN SHOWER CUBICAL. BATH TUB LEAKING ONTO FLOOR. BATHTUB NOT PROPLERY CLEANED. IMPROVE ELEVATOR SPEED. ROOM SERVICE 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

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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 MONTHBLANK POOR SATIS. GOOD EXCEL. POINTS POINT

(2) (-1) (1) (2) (3) POINTS GRADE1) GUEST SERVICES 39 0 0 41 24 232 89.23 GOOD 89 GOOD2) QUALITY OF ROOMS 22 7 12 20 17 140 71.79 GOOD 72 GOOD3) ROOM SERVICES 19 1 0 10 9 84 86.15 GOOD 86 GOOD4) FACILITIES 31 0 4 9 8 108 83.08 GOOD 83 GOOD5) FOOD & BEVERAGE - Q 37 0 0 10 5 109 83.85 GOOD 84 GOOD - 34 0 0 8 10 114 87.69 GOOD 88 GOOD6) STAFF ATTITUDE 15 1 1 13 9 83 85.13 GOOD 85 GOOD7) 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 GRADEBLANK POOR SATIS. GOOD EXCEL. POINTS POINT POINT

(2) (-1) (1) (2) (3)

1) GUEST SERVICESNDLING OF RESERVATION 5 5 3 29 89.23 GOOD 89 GOODPORT TRANSFER SERVICE 6 4 3 29 89.23 GOOD 89 GOOD

DOORMAN 4 5 4 30 92.31 EXCELLENT 92 EXCELLENT


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CHECK-IN 4 6 3 29 89.23 GOOD 89 GOODHANDLING OF BAGGAGE 4 5 4 30 92.31 EXCELLENT 92 EXCELLENT

MESSAGE SERVICE 5 6 2 28 86.15 GOOD 86 GOODCHECK-OUT 6 4 3 29 89.23 GOOD 89 GOOD

TELEPHONE SERVICE 5 6 2 28 86.15 GOOD 86 GOOD


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(2) (-1) (1) (2) (3)

2) QUALITY OF ROOMSHOUSEKEEPI NG 4 1 4 4 29 89.23 GOOD 89 GOOD

FURNITURE & FITTINGS 4 3 3 3 26 80.00 GOOD 80 GOODBATHROOM 3 4 2 2 2 14 43.08 SATISFACTORY 43 SATISFACTORY

WORKING AREA 4 2 4 3 27 83.08 GOOD 83 GOODLIGHTING 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 SERVICESIN-ROOM DINING

LAUNDRY 7 1 2 3 26 80.00 GOOD 80 GOODNEWSPAPERS 7 3 3 29 89.23 GOOD 89 GOOD

PRIVACY 5 5 3 29 89.23 GOOD 89 GOOD

4) FACILITIESBUSINESS CENTRE 8 1 3 1 26 80.00 GOOD 80 GOOD

GYMNASIUM 8 1 2 2 27 83.08 GOOD 83 GOODSWIMMING 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 QUALITYMARATHA 7 3 3 29 89.23 GOOD 89 GOODSHANGAI 10 2 1 27 83.08 GOOD 83 GOOD

ARCOT BAR 10 3 26 80.00 GOOD 80 GOODROOM SERVICE 10 2 1 27 83.08 GOOD 83 GOOD

6) RESTAURANTS/BARS SERVICEMARATHA 7 2 4 30 92.31 EXCELLENT 92 EXCELLENTSHANGAI 9 2 2 28 86.15 GOOD 86 GOOD

ARCOT BAR 9 2 2 28 86.15 GOOD 86 GOODROOM SERVICE 9 2 2 28 86.15 GOOD 86 GOOD


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BREAK UP OF SERVICES RATING TOTAL PERCENT GRADE PERCENT GRADEBLANK POOR SATIS GOOD EXCEL. POINTS POINT POINT

(2) (-1) (1) (2) (3)

7) STAFF ATTITUDEFRIENDLINESS 5 4 4 30 92.31 EXCELLENT 92 EXCELLENT

HANDLING OF PROBLEMS 7 1 3 2 27 83.08 GOOD 83 GOODPROMPTNESS 3 1 6 3 26 80.00 GOOD 80 GOOD

8) VALUE FOR MONEYACCOMMODATION 5 3 3 2 19 58.46 SATISFACTORY 58 SATISFACTORY

FOOD & BEVERAGE 5 2 5 1 25 76.92 GOOD 77 GOODOVERALL EXPERIENCE 7 2 3 1 25 76.92 GOOD 77 GOOD

.


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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 MONTHBLANK POORSATISFACTORYGOODEXCELLENTPOINTS POINT

(2) (-1) (1) (2) (3) POINTS GRADE1) GUEST SERVICES 38 2 1 47 87 430 98.29 EXCELLENT 95 EXCELLENT2) QUALITY OF ROOMS 13 0 8 67 62 354 94.40 EXCELLENT 87 GOOD3) ROOM SERVICES4) FACILITIES 33 0 1 7 9 108 86.40 GOOD 85 GOOD5) FOOD & BEVERAGE - 61 1 3 20 15 209 83.60 GOOD 80 GOOD - 52 0 1 23 24 223 89.20 GOOD 83 GOOD6) STAFF ATTITUDE 8 0 1 8 33 132 102.40 EXCELLENT 98 EXCELLENT7) 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 GRADEBLANK POORSATISFACTORYGOODEXCELLENTPOINTS POINT POINT

(2) (-1) (1) (2) (3)

1) GUEST SERVICESDLING OF RESERVATION 4 1 7 13 62 99.20 EXCELLENT 90 GOOD

RECEPTION WELCOME 1 9 15 65 104.00 EXCELLENT 102 EXCELLENTCHECK-IN 1 1 7 16 63 100.80 EXCELLENT 99 EXCELLENT

HANDLING OF BAGGAGE 8 17 67 107.20 EXCELLENT 98 EXCELLENTMESSAGE SERVICE 11 1 5 8 55 88.00 GOOD 89 GOOD

CHECK-OUT 8 5 12 62 99.20 EXCELLENT 100 EXCELLENTTELEPHONE SERVICE 13 6 6 56 89.60 GOOD 87 GOOD


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BREAK UP OF SERVICES RATING TOTAL PERCENT GRADE PERCENT GRADEBLANK POORSATISFACTORYGOODEXCELLENTPOINTS POINT POINT

(2) (-1) (1) (2) (3)

2) QUALITY OF ROOMSHOUSEKEEPING 1 11 13 63 100.80 EXCELLENT 99 EXCELLENT

FURNITURE & FITTINGS 1 12 12 62 99.20 EXCELLENT 90 EXCELLENTBATHROOM 1 2 10 12 60 96.00 EXCELLENT 91 EXCELLENT

WORKING AREA 8 2 8 7 55 88.00 GOOD 85 GOODLIGHTING 1 3 12 9 56 89.60 GOOD 83 GOOD

TEMPERATURE CONTROL 1 1 14 9 58 92.80 EXCELLENT 76 GOOD

3) ROOM SERVICESLAUNDRYPRIVACY

4) FACILITIESSWIMMING 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 QUALITYRESTAURANT 6 1 1 12 5 51 81.60 GOOD 77 GOOD

BAR 14 2 4 5 53 84.80 GOOD 81 GOODMEETING ROOM 21 2 2 52 83.20 GOOD 81 GOODROOM SERVICE 20 2 3 53 84.80 GOOD 81 GOOD

6) RESTAURANTS/BARS -----SERVICERESTAURANT 4 11 10 60 96.00 EXCELLENT 85 GOOD

BAR 13 1 7 4 53 84.80 GOOD 82 GOODMEETING ROOM 19 2 4 54 86.40 GOOD 82 GOODROOM SERVICE 16 3 6 56 89.60 GOOD 81 GOOD

7) STAFF ATTITUDEFRIENDLINESS 5 20 70 112.00 EXCELLENT 106 EXCELLENT

HANDLING OF PROBLEMS 8 1 3 13 62 99.20 EXCELLENT 94 EXCELLENTPROMPTNESS 4 1 9 11 60 96.00 EXCELLENT 95 EXCELLENT

8) VALUE FOR MONEYACCOMMODATION 4 2 10 9 57 91.20 EXCELLENT 93 EXCELLENT

FOOD & BEVERAGE 7 2 10 6 54 86.40 GOOD 88 GOODOVERALL EXPERIENCE 4 10 11 61 97.60 EXCELLENT 94 EXCELLENT


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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 MONTHBLANK POORSATISFACTORYGOOD EXCELLENTPOINTS POINT

(2) (-1) (1) (2) (3) POINTS GRADE1) GUEST SERVICES 0 0 1 23 8 71 88.75 GOOD 89 GOOD2) QUALITY OF ROOMS 0 0 12 12 7 57 83.33 GOOD 83 GOOD3) ROOM SERVICES 0 1 2 11 2 29 72.50 GOOD 73 GOOD4) FACILITIES 0 0 1 9 2 25 83.33 GOOD 83 GOOD5) FOOD & BEVERAGE - Q 0 0 0 9 7 39 97.50 EXCELLENT 98 EXCELLENT - 0 0 0 10 6 38 95.00 EXCELLENT 95 EXCELLENT6) STAFF ATTITUDE 0 0 0 4 8 32 110.00 EXCELLENT 110 EXCELLENT7) 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 GRADEBLANK POORSATISFACTORYGOOD EXCELLENTPOINTS POINT POINT

(2) (-1) (1) (2) (3)

1) GUEST SERVICESNDLING OF RESERVATION 3 1 9 90.00 EXCELLENT 90 EXCELLENTPORT TRANSFER SERVICE 4 8 80.00 GOOD 80 GOOD

DOORMAN 1 2 1 8 80.00 GOOD 80 GOODCHECK-IN 3 1 9 90.00 EXCELLENT 90 EXCELLENT


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HANDLING OF BAGGAGE 2 2 10 100.00 EXCELLENT 100 EXCELLENTMESSAGE SERVICE 2 2 10 100.00 EXCELLENT 100 EXCELLENT

CHECK-OUT 4 8 80.00 GOOD 80 GOODTELEPHONE SERVICE 3 1 9 90.00 EXCELLENT 90 EXCELLENT


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BREAK UP OF SERVICES RATING TOTAL PERCENT GRADE PERCENT GRADEBLANK POORSATISFACTORYGOOD EXCELLENTPOINTS POINT POINT

(2) (-1) (1) (2) (3)

2) QUALITY OF ROOMSHOUSEKEEPING 2 2 10 100.00 EXCELLENT 100 EXCELLENT

FURNITURE & FITTINGS 1 2 1 8 80.00 GOOD 80 GOODBATHROOM 2 1 1 7 70.00 SATISFACTORY 70 SATISFACTORY

WORKING AREA 1 2 1 8 80.00 GOOD 80 GOODLIGHTING 1 2 1 8 80.00 GOOD 80 GOOD

TEMPERATURE CONTROL 3 1 9 90.00 EXCELLENT 90 EXCELLENT

3) ROOM SERVICESLAUNDRY 3 1 9 90.00 EXCELLENT 90 EXCELLENTMINI BAR 1 3 5 50.00 SATISFACTORY 50 SATISFACTORY

NEWSPAPER 1 2 1 8 80.00 GOOD 80 GOODPRIVACY 1 3 7 70.00 SATISFACTORY 70 SATISFACTORY

4) FACILITIESBUSINESS CENTRE 4 8 80.00 GOOD 80 GOOD

SWIMMING POOL 2 2 10 100.00 EXCELLENT 100 EXCELLENTTRAVEL SERVICES 1 3 7 70.00 SATISFACTORY 70 SATISFACTORY

5) RESTAURANTS/BARS ----- FOOD & BEVERAGE QUALITYCHANDINI 4 8 80.00 GOOD 80 GOOD

PUSHPANJALI 1 3 11 110.00 EXCELLENT 110 EXCELLENTMADHUSHALA 2 2 10 100.00 EXCELLENT 100 EXCELLENT

ROOM SERVICE 2 2 10 100.00 EXCELLENT 100 EXCELLENT6) RESTAURANTS/BARS ----- SERVICE

CHANDINI 4 8 80.00 GOOD 80 GOODPUSHPANJALI 1 3 11 110.00 EXCELLENT 110 EXCELLENTMADHUSHALA 3 1 9 90.00 EXCELLENT 90 EXCELLENT

ROOM SERVICE 2 2 10 100.00 EXCELLENT 100 EXCELLENT7) STAFF ATTITUDE

FRIENDLINESS 4 12 120.00 EXCELLENT 120 EXCELLENT


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HANDLING OF PROBLEMS 2 2 10 100.00 EXCELLENT 100 EXCELLENTPROMPTNESS 2 2 10 100.00 EXCELLENT 100 EXCELLENT

8) VALUE FOR MONEYACCOMMODATION 1 2 1 8 80.00 GOOD 80 GOOD

FOOD & BEVERAGE 2 2 10 100.00 EXCELLENT 100 EXCELLENTOVERALL EXPERIENCE 3 1 9 90.00 EXCELLENT 90 EXCELLENT


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THE OBEROI CLARKES

MONTH : MARCH 99

Occupancy % : 19.80

TOTAL NUMBER OF QUESTIONNAIRES RECEIVE10 LAST MONTH 10

A ) SUMMARY


(2) (-1) (1) (2) (3) POINTS GRADE1) GUEST SERVICES 0 3 3 3 41 129 86.00 GOOD 99 EXCELLENT2) QUALITY OF ROOMS 0 0 4 7 39 135 108.00 EXCELLENT 108 EXCELLENT3) ROOM SERVICES 0 0 2 2 11 39 78.00 GOOD 98 EXCELLENT4) FOOD & BEVERAGE - Q 0 0 1 5 24 83 110.67 EXCELLENT 111 EXCELLENT - 0 0 1 5 24 83 110.67 EXCELLENT 111 EXCELLENT5) STAFF ATTITUDE 0 2 0 4 24 78 104.00 EXCELLENT 104 EXCELLENT6) 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


(2) (-1) (1) (2) (3)

1) GUEST SERVICESNDLING OF RESERVATION 1 8 23 92.00 EXCELLENT 100 EXCELLENT

CHECK-IN 1 9 26 104.00 EXCELLENT 104 EXCELLENTHANDLING OF BAGGAGE 1 1 7 22 88.00 GOOD 96 EXCELLENT

MESSAGE SERVICE 1 1 4 15 60.00 SATISFACTORY 92 EXCELLENT


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CHECK-OUT 1 7 22 88.00 GOOD 104 EXCELLENTTELEPHONE SERVICE 1 1 6 21 84.00 GOOD 100 EXCELLENT


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BREAK UP OF SERVICES TOTAL PERCENT GRADE PERCENT GRADEBLANK POOR SATIS. GOOD EXCEL. POINTS POINT POINT

(2) (-1) (1) (2) (3)


FURNITURE & FITTINGS 1 1 8 27 108.00 EXCELLENT 108 EXCELLENTBATHROOM 3 7 27 108.00 EXCELLENT 108 EXCELLENT

WORKING AREA 1 1 8 27 108.00 EXCELLENT 108 EXCELLENTLIGHTING 1 1 8 27 108.00 EXCELLENT 108 EXCELLENT


LAUNDRY 1 1 5 18 72.00 GOOD 96 EXCELLENTPRIVACY 1 1 6 21 84.00 GOOD 100 EXCELLENT

4) RESTAURANTS/BARS FOOD & BEVERAGE QUALITYDINING ROOM 2 8 28 112.00 EXCELLENT 112 EXCELLENT

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

4) RESTAURANTS/BARS SERVICEDINING ROOM 2 8 28 112.00 EXCELLENT 112 EXCELLENT

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

5) STAFF ATTITUDEFRIENDLINESS 2 8 28 112.00 EXCELLENT 112 EXCELLENT

HANDLING OF PROBLEMS 1 1 8 25 100.00 EXCELLENT 100 EXCELLENTPROMPTNESS 1 1 8 25 100.00 EXCELLENT 100 EXCELLENT

6) VALUE FOR MONEYACCOMMODATION 1 1 8 25 100.00 EXCELLENT 100 EXCELLENT

FOOD & BEVERAGE 1 1 8 27 108.00 EXCELLENT 108 EXCELLENTOVERALL EXPERIENCE 1 1 8 27 108.00 EXCELLENT 108 EXCELLENT


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THE JASS OBEROI

MONTH : MAY 99

Occupancy % : 5.73

TOTAL NUMBER OF QUESTIONNAIRES RECEIVE16 LAST MONTH : 16

A ) SUMMARY

DESCRIPTION OF SERVIC RATING TOTAL PERCENT GRADE PREVIOUS MONTHBLANK POOR SATIS. GOOD EXCEL.POINTS POINT

(2) (-1) (1) (2) (3) POINTS GRADE1) GUEST SERVICES 43 0 1 27 41 264 94.29 EXCELLENT 94 EXCELLENT2) QUALITY OF ROOMS 15 2 0 43 36 222 92.50 EXCELLENT 93 EXCELLENT3) ROOM SERVICES 18 0 0 5 9 73 91.25 EXCELLENT 91 EXCELLENT4) FACILITIES 23 0 0 3 6 70 90.00 EXCELLENT 90 EXCELLENT5) FOOD & BEVERAGE - Q 16 0 1 12 19 114 95.00 EXCELLENT 95 EXCELLENT - 20 0 0 11 17 113 94.17 EXCELLENT 94 EXCELLENT6) STAFF ATTITUDE 13 0 2 9 24 118 98.33 EXCELLENT 98 EXCELLENT7) VALUE FOR MONEY 7 0 4 19 18 110 91.67 EXCELLENT 92 EXCELLENT


B ) DETAILED

BREAK UP OF SERVICES RATING TOTAL PERCENT GRADE PERCENT GRADEBLANK POOR SATIS. GOOD EXCEL.POINTS POINT POINT

(2) (-1) (1) (2) (3)

1) GUEST SERVICESNDLING OF RESERVATION 4 4 8 40 100.00 EXCELLENT 100 EXCELLENT

DOORMAN 2 1 2 11 42 105.00 EXCELLENT 105 EXCELLENTCHECK-IN 2 7 7 39 97.50 EXCELLENT 98 EXCELLENT


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HANDLING OF BAGGAGE 2 7 7 39 97.50 EXCELLENT 98 EXCELLENTMESSAGE SERVICE 12 2 2 34 85.00 GOOD 85 GOOD

CHECK-OUT 10 3 3 35 87.50 GOOD 88 GOODTELEPHONE SERVICE 11 2 3 35 87.50 GOOD 88 GOOD


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BREAK UP OF SERVICES RATING TOTAL PERCENT GRADE PERCENT GRADEBLANK POOR SATIS. GOOD EXCEL.POINTS POINT POINT

(2) (-1) (1) (2) (3)


FURNITURE & FITTINGS 2 8 6 38 95.00 EXCELLENT 95 EXCELLENTBATHROOM 2 8 6 38 95.00 EXCELLENT 95 EXCELLENT

WORKING AREA 4 5 7 39 97.50 EXCELLENT 98 EXCELLENTLIGHTING 3 8 5 37 92.50 EXCELLENT 93 EXCELLENT

TEMPERATURE CONTROL 2 2 8 4 30 75.00 GOOD 75 GOOD


LAUNDRY 10 2 4 36 90.00 EXCELLENT 90 EXCELLENTPRIVACY 8 3 5 37 92.50 EXCELLENT 93 EXCELLENT

4) FACILITIES

HEALTH CLUB 14 2 36 90.00 EXCELLENT 90 EXCELLENTSWIMMING POOL 9 3 4 36 90.00 EXCELLENT 90 EXCELLENT

5) RESTAURANTS/BARS FOOD & BEVERAGE QUALITYAPSARA 2 4 10 42 105.00 EXCELLENT 105 EXCELLENT

TEMPLE BAR 3 5 8 40 100.00 EXCELLENT 100 EXCELLENTROOM SERVICE 11 1 3 1 32 80.00 GOOD 80 GOOD

6) RESTAURANTS/BARS SERVICEAPSARA 3 3 10 42 105.00 EXCELLENT 105 EXCELLENT

TEMPLE BAR 5 5 6 38 95.00 EXCELLENT 95 EXCELLENTROOM SERVICE 12 3 1 33 82.50 GOOD 83 GOOD

7) STAFF ATTITUDEFRIENDLINESS 2 1 2 11 42 105.00 EXCELLENT 105 EXCELLENT

HANDLING OF PROBLEMS 7 1 2 6 37 92.50 EXCELLENT 93 EXCELLENTPROMPTNESS 4 5 7 39 97.50 EXCELLENT 98 EXCELLENT


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FOOD & BEVERAGE 2 2 8 4 34 85.00 GOOD 85 GOODOVERALL EXPERIENCE 1 1 5 9 40 100.00 EXCELLENT 100 EXCELLENT


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THE TRIDENT JAIPUR

MONTH : OCTOBER 99

Occupancy % : 68.40

TOTAL NUMBER OF QUESTIONNAIRES RECEIVED140 LAST MONTH : 134

A ) SUMMARY


(2) (-1) (1) (2) (3) POINTS GRADE1) GUEST SERVICES 444 6 16 282 372 2578 92.07 EXCELLENT 92 EXCELLENT2) QUALITY OF ROOMS 107 4 18 206 365 1735 99.14 EXCELLENT 99 EXCELLENT3) ROOM SERVICES 210 6 10 140 194 1286 91.86 EXCELLENT 92 EXCELLENT4) FACILITIES 213 0 4 76 127 963 91.71 EXCELLENT 92 EXCELLENT5) 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 EXCELLENT6) STAFF ATTITUDE 93 0 2 84 241 1079 102.76 EXCELLENT 103 EXCELLENT7) VALUE FOR MONEY 105 0 6 114 195 1029 98.00 EXCELLENT 98 EXCELLENT


B ) DETAILED


(2) (-1) (1) (2) (3)

1) GUEST SERVICESNDLING OF RESERVATION 45 48 47 327 93.43 EXCELLENT 93 EXCELLENTPORT TRANSFER SERVICE 81 28 31 311 88.86 GOOD 89 GOOD

CHECK-IN 35 42 63 343 98.00 EXCELLENT 98 EXCELLENTHANDLING OF BAGGAGE 37 4 36 63 339 96.86 EXCELLENT 97 EXCELLENT

MESSAGE SERVICE 71 2 2 28 37 309 88.29 GOOD 88 GOODCHECK-OUT 61 2 30 47 321 91.71 EXCELLENT 92 EXCELLENT

TELEPHONE SERVICE 57 2 4 36 41 311 88.86 GOOD 89 GOODELEVATORS 57 6 34 43 317 90.57 EXCELLENT 91 EXCELLENT


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(2) (-1) (1) (2) (3)


FURNITURE & FITTINGS 21 4 50 65 341 97.43 EXCELLENT 97 EXCELLENTBATHROOM 23 6 30 81 355 101.43 EXCELLENT 101 EXCELLENT

LIGHTING 23 4 2 44 67 333 95.14 EXCELLENT 95 EXCELLENTTEMPERATURE CONTROL 15 6 42 77 351 100.29 EXCELLENT 100 EXCELLENT


LAUNDRY 63 22 55 335 95.71 EXCELLENT 96 EXCELLENTNEWSPAPER 69 2 26 43 321 91.71 EXCELLENT 92 EXCELLENT

MINI BAR 33 4 8 50 45 305 87.14 GOOD 87 GOODPRIVACY 45 2 42 51 325 92.86 EXCELLENT 93 EXCELLENT

4) FACILITIESBUSINESS CENTRE 75 2 22 41 319 91.14 EXCELLENT 91 EXCELLENT

SWIMMING POOL 47 36 57 337 96.29 EXCELLENT 96 EXCELLENTTRAVEL SERVICES 91 2 18 29 307 87.71 GOOD 88 GOOD

5) RESTAURANTS/BARS FOOD & BEVERAGE QUALITYJAL MAHAL 29 30 81 361 103.14 EXCELLENT 103 EXCELLENT

MANSAGAR 79 4 20 37 313 89.43 GOOD 89 GOOD6) RESTAURANTS/BARS SERVICE

JAL MAHAL 45 38 57 337 96.29 EXCELLENT 96 EXCELLENTMANSAGAR 97 2 18 23 301 86.00 GOOD 86 GOOD

7) STAFF ATTITUDEFRIENDLINESS 23 2 26 89 367 104.86 EXCELLENT 105 EXCELLENT

HANDLING OF PROBLEMS 39 28 73 353 100.86 EXCELLENT 101 EXCELLENTPROMPTNESS 31 30 79 359 102.57 EXCELLENT 103 EXCELLENT


FOOD & BEVERAGE 37 4 44 55 331 94.57 EXCELLENT 95 EXCELLENTOVERALL EXPERIENCE 33 34 73 353 100.86 EXCELLENT 101 EXCELLENT

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