RECEPTION CHECK IN SUMMARY
Compliancy:
The guest was escorted to the room by Makrand from the entrance of the hotel.
Once in the room a leather folder was presented to the guest which contained the
registration sheet. A welcome letter was removed from it and handed over to the
guest. Moreover, the room type and departure date were confirmed and the guest
was asked to sign the registration sheet. However, a complimentary newspaper
was not offered. The employee did not offer a brief orientation of the hotel nor
point out the locations of the restaurant or other facilities when in the lobby. Still,
the guest was asked for his identity card to scan and wished a good day before
the employee left the room. The check-in process took four minutes from entering
the room. After five minutes the guest’s identity card was returned by another
employee.
Emotional:
My primary emotion was content. Makrand was friendly and greeted us well
which gave a good impression. He was well presented and confident which was
reassuring. However, we had to instigate conversations which was disappointing
and he did not empathize when I commented that I was very tired from the long
journey. Moreover, my name was not used which did not individualize the
experience. Still, upon entering the room he asked me if the room was to my
liking and I felt cared for. Furthermore, the guests were given a choice of
welcome drinks which made us feel pampered.
Positive aspects of the experience
✓ Makrand demonstrated good adaptability and guest focus in his offer to
change the welcome drink.
✓ He was confident and professional which was reassuring.
Negative aspects of the experience
Æ The lack of empathy made me feel ignored.
Æ We had to instigate conversations which was disappointing.
Recommendations to enhance customer experience
Encourage employees to engage with guests without the guests instigating
conversations to enhance the arrival process.
Encourage employees to empathize with guests (i.e. in this case to ask if I
wanted a spa appointment to relax my tired body).
Leading Quality Assurance
RECEPTION CHECK OUT SUMMARY
19 SEPTEMBER 2014 – 09H37
Compliancy:
The guest approached the guest services desk at 09h37 where an employee
(Karan) acknowledged and greeted the guest and offered assistance. When the
guest informed him that he was there to check out Karan escorted the guest to
the cashier’s desk and ascertained the guest’s room number. Furthermore, he
offered luggage assistance. However, he did not offer onward transport
assistance. The guest’s folio was presented for verification and the guest informed
him that he would like to keep his room for a few more hours as had to do some
last minute work. This was readily agreed. The guest asked him queries on a few
charges on the bill. Moreover, the folio did not have the dinner charge from the
previous night. The mode of payment was ascertained and the employee
completed the transaction in a quick and efficient manner. Furthermore, the bill
was neatly folded and presented in an envelope to the guest. The guest was
thanked and asked if he had enjoyed his stay but an invitation to return was not
extended.
Emotional:
My primary emotion was respected. Karan was very courteous and professional
which gave a good impression. All employees were well presented at the cashier’s
desk and wore clean uniforms which was reassuring. Karan was friendly and
portrayed confidence in handling the check-out process which I appreciated. My
name was used in the interaction and when I disputed the internet charge on the
bill and queried a breakfast charge Karan maintained self-control and discreetly
explained all charges. I felt respected as a result of Karan’s discreet approach in
explaining the charges especially when the cahier’s desk was occupied with two
more guests. Moreover, he came out from behind the desk to speak to me which
made me feel respected.
Positive aspects of the experience
✓ Karan was professional and discreet which made me feel respected.
✓ All employees were well presented which gave a good impression.
Negative aspects of the experience
None.
Recommendations to enhance customer experience
None.
Leading Quality Assurance
PORTER/DOORMAN ARRIVAL SUMMARY
17 SEPTEMBER 2014 – 17H04
Compliancy:
When the car pulled up at the main gate of the hotel a team of security
acknowledged the guests and the car was checked. It was then allowed to
proceed to the main entrance where a doorman (R P Singh) offered car door
assistance and welcomed the guest using the hotel name. Moreover, another
colleague offered luggage assistance and all the bags were taken for security
screening. The guests were greeted by an employee (Makrand) who escorted
them through the metal gate detector and held the hotel entrance door open.
Once in the lobby the guests were informed by Makrand that he would be
escorting them to the room where the check in process would take place.
The guests were escorted by Makrand to the room but a room orientation was not
offered. Still, the employee offered to serve the welcome drinks which arrived
moments later. Moreover, within seven minutes from entering the room a porter
(name not obtained) knocked on the door lightly and brought the luggage. He
placed it in the correct position on the luggage rack confirming the pieces of
luggage and left the room.
Emotional:
My primary emotion was disappointed. The doorman was immaculately
presented and welcomed us enthusiastically which gave a good first impression.
While, the luggage service was well organized and seamless the employees did
not actively engage with us. My name was not used during the interactions which
did not individualize the experience. Moreover, the porter seemed to be in a hurry
and was not interested in engaging with us or interacting with us which was
disappointing. I felt ignored when he hurriedly left the room while I was asking
my colleague if he wanted to order some coffee. The interactions with Makrand
while being escorted lacked personalization and we had to instigate
conversations.
Positive aspects of the experience
✓ The doorman created an excellent impression with his enthusiastic
greeting.
✓ The luggage service was well organized which was reassuring.
Leading Quality Assurance
Negative aspects of the experience
Æ Whilst the arrival process was professional, opportunities to create a
personal connection were missed.
Æ The porter appeared to be in a hurry and did not seem interested in
interacting with us which was disappointing.
Recommendations to enhance customer experience
Encourage employees to recognize opportunities to establish a connection
with guests when they instigate conversation.
Remind employees to be calm and ask the guest if they require any other
assistance before leaving the room in a hurry.
Leading Quality Assurance
PORTER/DOORMAN DEPARTURE SUMMARY
19 SEPTEMBER 2014 – 09H01
Compliancy:
The guest called the concierge extension at 09h01 and an employee from the
travel desk answered the call after six rings with an appropriate greeting. When
the guest requested for luggage service the employee confirmed the number of
pieces of luggage and informed the guest that he will send someone to the room.
However, the guest was not addressed by name.
An employee (Kishore?) rang the doorbell at 09h05 and consequently greeted the
guest. Moreover, he confirmed the number of pieces of luggage. However, he did
not offer any onward transport and did not use the guest’s name. He collected the
bag and left soon after.
Transport was arranged for the guest after he had announced his identity so the
relevant standards have been marked not applicable accordingly.
Emotional:
My primary emotion was disconnected. The bell desk employee was calm and
professional over the phone which gave a good impression. However, the long
wait for him to answer the call was a little frustrating. Kishore was well presented
but did not engage with me which was disappointing. My name was not used in
the interactions. Moreover, when I informed him that I had a bad back and could
not carry the bag myself, he said “it’s okay” and left the room as though he was
in a hurry and that made me feel ignored. He did not come across as friendly and
interested. However, the luggage service was seamless and well-coordinated
which was reassuring.
Positive aspects of the experience
✓ The porter was well presented and the luggage service was well organized
which was reassuring.
Negative aspects of the experience
Æ I felt rushed and ignored by Kishore which was disappointing.
Æ The porter did not seem interested to engage or interact with me and
came across as unfriendly.
Recommendations to enhance customer experience
Employees could engage with guests and personalize the interactions.
Leading Quality Assurance
Encourage employees to empathize with the guest (i.e. in this case say “I
understand and I will take care of it”).
Leading Quality Assurance
GUEST SERVICES / CONCIERGE SUMMARY
17 – 19 SEPTEMBER 2014
Compliancy:
Prior to and during his stay the guest had a number of interactions with the
concierge desk, all of which are listed below. A Clefs d’Or employee was observed
during the stay.
28 August 2014 – 09h40:
▪ The guest contacted the hotel prior to arrival and requested to be transferred
to the concierge. A concierge employee (Anil) subsequently answered the
telephone after one ring with an appropriate greeting. When the guest asked
information on the restaurants available in the hotel and if he could have a
business meeting in a suitable one the employee suggested four restaurants
offering different cuisines. Moreover, the Indian restaurant was suggested as
the ideal one for a business lunch since it had a private dining room. The
guest was informed that the private dining room could accommodate eight to
ten persons.
▪ When the guest asked to know if the spa needed to be booked in advance for
his colleagues staying there he was informed that the booking could be done
on arrival or he could call the hotel or concierge to book the same once the
date and time were known.
16 September 2014 – 13H23:
▪ The guest called the concierge at 13h23 and an employee (Lakshar?)
answered the call after four rings with an appropriate greeting. The guest
enquired if he could book a transport from the airport to the hotel and the
employee ascertained the guest’s name and booking details. Furthermore, he
asked the guest to send an email requesting the same but the guest feigned
that he did not have access to his emails. The employee asked the guest for
his flight details and confirmed the car pick up. Moreover, the guest was
asked to provide his mobile number and when he did the employee
commented that the number given was not a mobile number. However, when
the guest confirmed that this was his mobile number indeed the employee
was quick to understand and reconfirmed the details of the pickup. The guest
was thanked at the end of the call.
17 September 2014 – 19h06:
▪ The guests approached the concierge desk at 19h06 and an employee
(Shradha?) immediately acknowledged them. When the second guest asked if
Leading Quality Assurance
he could get a taxi to go to his hotel later in the evening the employee
advised that taxis were readily available. Moreover, she informed the guests
that they could arrange for taxis whenever required. The guests thanked the
employee.
18 September 2014 – 09h15:
▪ The guest approached the concierge desk at 09h15 and an employee (Dipu)
acknowledged him. When the guest asked how long it would take to reach
“Connaught Place” he was informed that it would take approximately ten to
fifteen minutes and was close to the hotel. Moreover, he removed a map of
the city and marked the location and distance from the hotel. However, he did
not offer any transport and the guest had to ask if transport was available.
▪ When the guest informed him that he was looking for a Rolex showroom to
buy a watch for his wife Dipu was unsure but readily agreed to check on the
internet. A Clefs d’Or employee (Ajith) walked behind the desk and when Dipu
asked him the location of any Rolex showrooms he was quick to check on the
internet. The guest was given a list of shops that sold Rolex watches. The
guest thanked the employees.
▪ The guest noticed some information displayed on astrology at the desk and
asked Ajith what it was all about. Ajith explained that they had an astrologer
who met guests on appointment basis for a charge of INR 5000 per sitting.
18 September 2014 – 16h19:
▪ The guest called the in room dining to have ice delivered to the room and an
employee answered the call after nine rings with an appropriate greeting.
Moreover, the guest’s name was used and the employee informed the guest
that the ice will be delivered soon. At 16h29 which was ten minutes from the
call made a butler rang the doorbell and the ice was delivered to the room.
The guest thanked the employee.
18 September 2014 – 18h32:
▪ The guests approached the concierge desk at 18h32 and was acknowledged
by an employee (Shradha). When the guest asked where the closest
pharmacy was to the hotel she gave the location verbally and informed the
guest that it would take five to ten minutes to reach by taxi. When the second
guest asked if the area had other shops there another employee confirmed
this and explained the exact location of the pharmacy by drawing a route on a
note pad. The guest thanked the employee.
Leading Quality Assurance
Emotional:
Overall, for the interactions mentioned above, my primary emotion was content.
All employees were well presented in clean uniforms and were eager to help
which was reassuring. Ajith was knowledgeable and confident and gave detailed
information when asked for the Rolex showroom which I appreciated. However,
the interactions were not personalized and the concierge employees were not
very engaging and I had to initiate conversations, which was disappointing. Still,
when I requested for ice from the in room dining, the butler delivered it promptly
to the room which showed good collaboration between employees.
Positive aspects of the experience
✓ Ajith was knowledgeable and eager to help which I appreciated.
✓ All employees were well presented which created a good impression.
Negative aspects of the experience
Æ The interactions were not personalized which was disappointing.
Recommendations to enhance customer experience
Encourage employees to engage and personalize the interactions to
enhance the guest experience.
Leading Quality Assurance
WAKE-UP CALL SUMMARY
18 SEPTEMBER 2014 – 23H19
The guest called the guest services department (as no switchboard extension
available) at 23h19 and an employee answered the telephone within two rings
with an appropriate greeting. Moreover, she used the guest’s name. When the
guest requested for a wake-up call at 06h30 the following morning the employee
confirmed the time and asked for a reminder call. She offered tea or coffee and
further assistance. The guest was thanked at the end of the call.
The wake–up call was received the following morning at 06h32 and consisted of
“Good morning (used name) this is your six thirty AM wake-up call. (Guest
thanked employee). Have a nice day.”
