kpi mystery guest service

An Introduction to

Mystery Guest Reports

Prepared by KPI Hospitality Services November 2009 For further information please contact Ray Jeffery on 0401 352 449 or email [email protected]

Table of Contents

Our Mystery Guest Report program

Why you need an effective Mystery Guest Report program

The risk in using popular check box/limited commentary style Mystery Guest

Report programs

Why you need us as your Mystery Guest Report provider

Appendices

The Makeup of a Mystery Guest Report

Mystery Guest Report with Threads - (sample)


Our Mystery Guest/Shopper Report Program

Our clients attest to us having the best Mystery Guest Report/Mystery Shopper Report program in the Australian and New Zealand market. When evaluated side by side with other high profile Mystery Guest/Shopper Report providers, the KPI Hospitality Services offering is the standout in accuracy, detail and value for money. Each Mystery Guest Report features a detailed visit commentary of 500+ words per module and highly communicative graphics showing the individual properties trending over the last 6 cycles for every check point outcome on the report. At the end of each cycle, consolidated group results featuring vertical and horizontal analysis are presented in a customised suite of group consolidated reports. These reports are built to the clients specifications with provisions for minimal reworking on the clients part in presenting reports directly to their teams. As individual reports are completed they are posted online and secured by password allowing for authorised access only. What sets us aside from the majority of our competitors is the level of detail we put into the module commentaries for each report. The expansive commentaries detail every facet of the interaction between the guest and staff members during the visit. The extraordinary feedback resulting from these detailed commentaries, along with a customised set of check point outcomes from which the visit is scored, makes our Mystery Guest Report unique in the market for its superior feedback. The quality and accuracy of our Mystery Guest Reports is the other significant edge we have over competitors. This claim is based on the fact that we pay our guests /shoppers on average 50% of the fee charged to clients. In dollar terms this is double the rate of most of our competitors. We do this whilst still keeping the overall cost to client the same as our competitors. This business model delivers the quality and accuracy we demand from our valued and highly motivated guests/shoppers. In short, our clients receive superior Mystery Guest Reports at budget rates.


Why you need an effective Mystery Guest Report program

A Mystery Guest Report program is the most effective way of measuring customer service and the selling skills practiced by your staff because it is done from your guests perspective.

Only through Mystery Guest Report feedback will you be able to precisely target what remedial training and coaching is required i.e. you might have made the surprising discovery that only 1 in 5 of your guests are being greeted, or that your staff are suggesting upgrades on only 5 % of the occasions where there was an opportunity to do so.

Business is tough, competitors match you on location, facilities, price and guest services, you need an edge and that edge is your staff performing at an optimum level.

Mystery Guest Report results are a major performance management KPI for your team leaders and their teams.

When you compare the costs of an effective Mystery Guest Report program to the sales revenue gains from your staffs' improved performance from the resulting targeted remedial training, you will come to the conclusion that having a Mystery Guest Report program in place is simply good business.

Effective Mystery Guest Report programs are cost positive to your business.

The Risk in using popular 'Check Box / limited commentary' style Mystery Guest/Shopper report programs

Staff morale can be hugely impacted from Check Box/ limited comment style Mystery Guest Reports. When a staff member receives a poor score for any check point on the report, the first thing they want to know is what happened, only to find there is no detailed commentary to support the score theyve been given. Staff members need to know the Mystery Guest Report was completed by a professional and not just anyone making judgement calls and being placed in the privileged position of not having to explain themselves as to why. Staff members need to read explanations of what triggered a particular score in the context of the whole interaction with the guest; they need to see the detail to have confidence in the report. Staff members only take ownership of the scores allotted when the interaction between the guests/shopper and themselves is documented in detail. The reason you want a Mystery Guest Report program in place is to ensure the staff are on their toes and making the most out of every customer opportunity. It defeats


the purpose if the staff feel disenfranchised and lack confidence in the measurement process. Lack of detail combined with a poor score leads to feelings of victimisation as in all likelihood management may well be exerting undue pressure on the very people who care about the business. The reason Check Box/limited comment style Mystery Guest Reports are popular amongst other high profile Mystery Guest/Shopper providers is simply because they are easier and more cost effective for them to do so. They can pay the mystery guest less because its easy to do, however in reality you, the client, run the real risk of being served up inaccurate Mystery Guest Reports that are short on detail and hard to sell to your staff. Mystery guests who are paid a low rate to complete Check Box/ limited comment style reports still have to make the time available to visit the property, pay the petrol to get there only to receive a payment that hardly covers their expenses. Does anyone truly believe that those mystery guests are motivated to produce accurate accounts of their experience, unlikely at best (On average other Mystery Guest/Shopper Report service providers pay guests/shoppers 20% of their fee to clients) On average we pay guests/shoppers 50% of our fee to clients whilst keeping the same final cost to client the same as the majority of our competitors. What sets us aside from the majority of our competitors is the level of detail we put into the visit commentary for each report. Typically, our visit commentaries are 500+ words per module detailing every facet of the interaction between the guest and the staff members during the visit. The extraordinary feedback resulting from these detailed commentaries, along with a customised set of check point outcomes from which the visit is scored, makes our Mystery Guest Report unique in the market for its superior feedback. The quality and accuracy of our Mystery Guest/Shopper Reports is the other significant edge we have over competitors. In dollar terms, this claim is based on the fact that we pay our guests/shoppers on average 50% of the fee charged to clients. In dollar terms this is double the rate of most of our competitors. We do this whilst still keeping the overall cost to client the same as our competitors. This business model delivers the quality and accuracy we demand from our valued and highly motivated guests/shoppers. In short, our clients receive superior Mystery Guest Reports at budget rates. Our clients attest to us being the best in the market in accuracy, detail and value for money.


Why you need KPI Hospitality Services as your Mystery Guest Report provider

Our vast experience

We have over 30 years experience in the hospitality/retail/service industries. Have successfully completed thousands of mystery guest/shopper

assignments covering a diverse range of hospitality / retail and service industry categories on a regional, national and international level.

As Trainers in our own right, we have written, developed and delivered customer service and selling skill training programs. We know what constitutes great customer service.

Our national coverage

We operate regionally, nationally as well as internationally with some New Zealand and Asian clients.

We have experienced guests/shoppers in all major cities and most small regional centres across Australia.

We do not charge any extra for branches in remote regional locations.

Our mystery guests are first rate Potential mystery guests first have to make it through a rigorous selection

process of which less than 5% of applicants are invited to join our staff. Mystery guests then make themselves available for ongoing training based on

the detailed feedback they receive from every assignment they complete. This results in our mystery guests continually improving on their performance.

Our mystery guests deliver the quality and accuracy we demand. As more than 50% of what we bill our clients is paid directly to them, they know they are valued, and in return prove to be highly motivated mystery guests who take their job very seriously. (As a comparison most of our competitors pay their mystery guests/shoppers less than 20% of what they bill their clients - percentages based on both our competitors and us having the same fee structure to clients).

Our flexibility

There are no contracts to sign with KPI Hospitality Services. Our philosophy is simply "you ring we bring" leaving you with no obligation to commit to further cycles and you can even pause the service for any length of time depending on your cash flow or other business constraints.

You can have us change your reports for the next cycle at a moments notice i.e. changing scenarios, check point outcomes, score weightings, special focus questions and even adjusting analysis requirements.


Detailed visit commentaries We are famous for our detailed individual module commentaries of between

500 and 700 words which provide context to the results achieved on the scorecard, many of our competitors score visits with minimal support information which can be quite dangerous.

Flexible and detailed analysis

We run both vertical and horizontal analysis of the individual reports giving you both detailed and consolidated data for each location, the entire group, as well as the period to date covering all previous cycles.

Specifically, our horizontal analysis allows for individual check points to be viewed as consolidated results across the entire group making for easy identification of specifically what remedial training and coaching is required.

Our analysis reports are designed to your specifications and prepared in a format of your choice saving you time when transferring results to your in-house performance management programs.

Complete reporting service

As reports are completed they are made available online through your secure personalised page on our website allowing for access by your authorised personnel from anywhere on the globe.

A full set of analysis reports are made available online at the completion of each cycle.

On request, we provide you with a complimentary presentation binder at the end of each Mystery Guest Report cycle which includes all individual location reports as well as a full set of analysis reports.

Our satisfied clients

Over 90% of our clients have come to us by way of referral from our other satisfied clients many of which have been with us for years, quite an achievement in whats typically a fickle market.

Our fee structure

We provide a premium Mystery Guest Report service at our competitors basic report rates.

You pay no more for locations in remote regional areas. The fee for our Mystery Guest Report service varies depending on the volume

and frequency of locations visits. All meetings to set up and tailor the program are complimentary. Changes to the content of reports such as check point outcomes or new

analysis requirements are complimentary.


REF # OUTCOME SCORE MAX REF # OUTCOME SCORE MAX

101A The telephone was answered in 4 or less ehTA20144sgnir staff member greeted me and or thanked me for calling 2 2

MODULE 1 - BOOKING 89.7%I phoned on Wednesday, 21st October at 1:00pm. The phone rang 4 times, then was answered by a pleasant voice, greeting me with good afternoon Acme Lodge (SM1) speaking. With that, I clarified the staff members name, told her my first name and stated I am interested accommodation in the area and wanted to know more about the resort. With that, the staff member offeredto send me some information via email to which, I went quiet, she then quickly said or, if you have any questions in mind I couldanswer them for you now? The staff member seemed a little hesitant, but very polite. I asked about accommodation available andthe staff member was happy to explain the available basic lodge, the spa lodge and the private cabin. Without prompting, the staff member explained the features of all of them. The staff member also commented on the newest accommodation and told me how beautiful it is, in particular the spa area where you can see the stars. I asked about the tariffs for each and the staff member told me she was quite new there and wished the numbers would roll right off my tongue, but they dont yet, so bear with me! The staffmember outlined the tariffs and then proceeded to detail what was included, i.e. the meals and beverage inclusions. When I commented on how wonderful it sounds the staff member couldnt agree more, wholeheartedly. The staff member had a very pleasant phone manner and sounded very down to earth. I asked what else they had at the property and the staff member stated its features, including tennis court and swimming pool. The staff member told me that they were however, having issues with thepool heating system and she was unsure of when it would be fixed, but stated she expected it to be sorted out by the weekend.The staff member then asked which nights, I was contemplating and when I said tomorrow she told me that all the rooms would be available. I mentioned that my husband and I would be coming to celebrate our wedding anniversary. The staff member seemed genuinely interested and asked which anniversary and seemed to have taken note of it. When I said I would be interestedin booking the staff member said sure! happily and asked which accommodation option I would like, I told her the basic option. The staff member told me she would put me in Room 8, if I was happy with that, I said whichever one you think is the nicest towhich, she said oh yes, its my favourite. Its a very nice room. We laughed together. The staff member asked my details andquoted me the tariff. The staff member mentioned she would be taking half the total off my credit card now and the rest on check-out. I asked about the cancellation policy, the staff member said within 7 days there would be a forfeit of fees but she didnt soundconfident. The staff member again said I am just new here, but Im fairly sure that would be the case. I felt the staff member could have found a more definite answer for me, but she tried to answer my question as best she could with what she knew. The staff member then asked if I would be coming for lunch and on what day that would be and also asked if there were any special dietary requirements. With that, I said no, just something delicious would be great and she enthusiastically replied this we can definitely do for you! The staff member sounded to be a strong advocate for staying at this resort. The staff member told me that the view was absolutely amazing and that it would be a very special place to spend the time with my husband here.

Client:

Location:

Date: 21/10/2009 Time: 1:00 PM

Sydney, NSW

ACME Lodge

103A The staff member stated the name of the property 2 2 104A The staff member stated their name 2 2

105A The staff member's tone of voice was friendly and respec ul 8 8 106C There was no need to be put on hold during the call 0 0

107A The staff member asked how they could assist me 2 2 108B Only a er promp ng were accommoda on op ons explained to me 2 5

109A Without promp ng room ameni es were explained to me 3 3 110BOnly a er promp ng was I told of the various facili es the property had to offer

1 3

111A The staff member spoke of their current promo on 2 2 112A The staff member spoke posi vely about the property 3 3

113AThe staff member assumed I wanted to go ahead with the booking and asked what dates I was a er and or what style of room I would like to book

10 10 114aWhen asked what advantages there were in booking directly with the property as compared to an accommoda on broker, the staff member fully explained why it was advantageous to do so

2 2

115BThe staff member did not speak confidently about their cancella on policy a er I enquired as to what it was

0 2 116BThe staff member neglected to enquire as to what bedding configura on and or extra bedding requirements I had

0 3

117aThe staff member a empted to up-sell me on the style of room I had agreed to book

8 8 118aThe staff member tried to handle my objec ons to the up-sell by men oning some of the advantages of the upgraded accommoda on

6 6

119aThe staff member a empted to add-on a breakfast package to my booking poin ng out the savings made by pre-booking

6 6 120A The staff member enquired as to how I had heard about the property 1 1

121A I was asked for my credit/debit card details to secure the booking 4 4 122AWhile making my booking the staff member asked for my name and a contact phone number

4 4

123B The staff member addressed me casually by my first name 3 3 124A The staff member asked me what me I would be arriving 2 2

125ABased on their responses it was evident the staff member had been a en ve to what I had to say

6 6 126A I was thanked for my booking and afforded a farewell gree ng 4 4

I phoned on Wednesday, 21st October at 1:00pm. The phone rang 4 times, then was answered by a pleasant voice, greeting me with good afternoon Acme Lodge (SM1) speaking. With that, I clarified the staff members name, told her my first name and stated I am interested accommodation in the area and wanted to know more about the resort. With that, the staff member offeredto send me some information via email to which, I went quiet, she then quickly said or, if you have any questions in mind I couldanswer them for you now? The staff member seemed a little hesitant, but very polite. I asked about accommodation available andthe staff member was happy to explain the available basic lodge, the spa lodge and the private cabin. Without prompting, the staff member explained the features of all of them. The staff member also commented on the newest accommodation and told me how beautiful it is, in particular the spa area where you can see the stars. I asked about the tariffs for each and the staff member told me she was quite new there and wished the numbers would roll right off my tongue, but they dont yet, so bear with me! The staffmember outlined the tariffs and then proceeded to detail what was included, i.e. the meals and beverage inclusions. When I commented on how wonderful it sounds the staff member couldnt agree more, wholeheartedly. The staff member had a very pleasant phone manner and sounded very down to earth. I asked what else they had at the property and the staff member stated its features, including tennis court and swimming pool. The staff member told me that they were however, having issues with thepool heating system and she was unsure of when it would be fixed, but stated she expected it to be sorted out by the weekend.The staff member then asked which nights, I was contemplating and when I said tomorrow she told me that all the rooms would be available. I mentioned that my husband and I would be coming to celebrate our wedding anniversary. The staff member seemed genuinely interested and asked which anniversary and seemed to have taken note of it. When I said I would be interestedin booking the staff member said sure! happily and asked which accommodation option I would like, I told her the basic option. The staff member told me she would put me in Room 8, if I was happy with that, I said whichever one you think is the nicest towhich, she said oh yes, its my favourite. Its a very nice room. We laughed together. The staff member asked my details andquoted me the tariff. The staff member mentioned she would be taking half the total off my credit card now and the rest on check-out. I asked about the cancellation policy, the staff member said within 7 days there would be a forfeit of fees but she didnt soundconfident. The staff member again said I am just new here, but Im fairly sure that would be the case. I felt the staff member could have found a more definite answer for me, but she tried to answer my question as best she could with what she knew. The staff member then asked if I would be coming for lunch and on what day that would be and also asked if there were any special dietary requirements. With that, I said no, just something delicious would be great and she enthusiastically replied this we can definitely do for you! The staff member sounded to be a strong advocate for staying at this resort. The staff member told me that the view was absolutely amazing and that it would be a very special place to spend the time with my husband here.

Client:

Location:

Date: 21/10/2009 Time: 1:00 PM

Sydney, NSW

ACME Lodge

XAMEROCSSEMOCTUO#101a The telephone was answered in 4 or less 44sgnir101b The telephone was answered between 5 and 7 42sgnir101c The telephone was answered a er 7 rings 1 4101d The telephone rang out 0 4101e The telephone remained engaged a er 5 minutes of trying to get 40hguorht102a The staff member greeted me and or thanked me for 22gnillac102b The staff member neglected to greet me and or thank me for 20gnillac103a The staff member stated the name of the 22ytreporp103b The staff member neglected to men on the name of the 20ytreporp104a The staff member stated their name 2 2104b The staff member neglected to state their 20eman105a The staff member's tone of voice was friendly and 88luftcepser105b The staff member's tone of voice was not as friendly and respec ul as it could have 80neeb

106aWhen I was asked to hold it was done in a professional courteous manner in terms of how it was executed and the length of me I was kept on hold

3 3

106bWhen I was asked to hold it was not done in a professional courteous manner in terms of how it was executed and or the length of me I was kept on hold

0 3

106 Th d t b t h ld d i th ll 0 0

MODULE 1 - BOOKING

Commentary This is the detailed account of what transpired during the visit by the mystery guest The detailed commentary is a vital component of a Mystery Guest Report as it adds the all important context to the scoring On occasion the commentary describes a very different visit to what the scorecard suggests as it highlights the reasons behind some of the compliance issues i.e. the reason why the mystery guest was kept waiting at the reception desk was not because the staff member was inattentive but rather that they were alone and trying to assist multiple guests. In this case the commentary would highlight a staff number issue, quite possibly the Managers responsibility and not that of the staff member who was doing their best

Checkpoint Outcomes The Checkpoint Outcomes shown on the report are those specifically selected from the Checkpoint Outcomes Master List by the mystery guest that best capture their experience The Max score indicates the maximum points attributed to each Checkpoint Outcome based on an agreed set of weightings As reports are percentage driven the higher the weighting a Checkpoint Outcome is allotted the greater the influence on the overall result percentage that Checkpoint Outcome has. Checkpoint weightings are typically decided on their relative impact on business revenue therefore keeping the focus on firmly on whats most important to the business

Checkpoint Outcomes Master List Scenarios for a range of outcomes are agreed to then listed in a multiple choice format for each individual checkpoint i.e. how long it took for the phone to be answered In this example the when the mystery guest called to make a booking the phone was answered in 4 rings or less In this example the mystery guest would select option 101a which in turn will be the only selection for this Checkpoint shown on the report

Mystery Guest Report

Thread Results

Module Results

Client:

Location:

Date:

ACME Lodge

Sydney, NSW

21-10-2009 to 23-10-2009

87 97 89.7% 69 79 87.3% 73 73 100.0% 87 89 97.8%

62 85 72.9% 77 105 73.3% 455 528

MODULE 6 - RESTAURANT - LUNCH / DINNER - SERVED

MODULE 1 - BOOKING MODULE 2 - CHECK-IN AND ENQUIRYMODULE 3 - HOUSEKEEPING &

MAINTENANCE

MODULE 5 - RESTAURANT - BREAKFAST - SERVED

MODULE 4 - CHECK-OUT & OVERALL EXPERIENCE

RESULT

86.2%

76 81 93.8% 85 116 73.3% 121 128 94.5% 85 89 95.5%

PRESENTATION CUSTOMER COURTESY SELLING SKILLS HOUSEKEEPING & MAINTENANCE

Module 1 Outcomes: This result -> Prev. 5 Results This result -> Prev. 5 Results


Client:

Location:

Date:

ACME Lodge

Sydney, NSW

21-10-2009 to 23-10-2009

87 97 89.7% 69 79 87.3% 73 73 100.0% 87 89 97.8%

62 85 72.9% 77 105 73.3% 455 528



MAINTENANCE



RESULT

86.2%

76 81 93.8% 85 116 73.3% 121 128 94.5% 85 89 95.5%


Q101 PROMPT ANSWERING OF PHONE ###

Q102 GREETED & THANKED ###

Q103 STATED NAME OF PROPERTY ###

Q104 STATED THEIR NAME ###

Q105 FRIENDLY & RESPECTFUL ###

Q106 COURTEOUS IF PUT ON HOLD

Q107 ASKED IF THEY COULD ASSIST ###

Q108 ADVISED OF ACCOMMODATION OPTIONS 40%

Q109 ADVISED OF ROOM AMENITIES ###

Q110 ADVISED OF PROPERTY FACILITIES 33%

Q111 MENTIONED CURRENT PROMOTION ###

Q112 SPOKE POSITIVELY ABOUT PROPERTY ###

Q113 ASSUMED OR ASKED FOR BOOKING ###

Q114 ADVISED ADV. OF DIRECT BOOKING ###

Q115 KNOWLEDGE OF CANCELLATION POLICY 0%

Q116 ASKED BEDDING CONFIG. REQUIREMENTS 0%

Q117 ATTEMPTED UPSELL ON ROOM

Q118 HANDLED OBJECTIONS TO UPGRADE

Q119 ATTEMPTED TO ADD-ON BREAKFAST

Q120 ASKED HOW I HAD HEARD OF PROPERTY ###

Q121 ASKED FOR CARD TO SECURE BOOKING ###

Q122 ASKED FOR CONTACT DETAILS ###

Q123 ADDRESSED FORMALLY BY SURNAME ###

Q124 ASKED ARRIVAL TIME ###

Q125 LISTENED ATTENTIVELY ###

Q126 THANKED FOR MY BOOKING ###

Q201 WELCOMED AT CONCIERGE DESK

Q202 ASSISTED WITH LUGGAGE

Q203 WEARING CORPORATE TOP

Q204 WEARING NAME TAGS

Q205 GROOMING & PRESENTATION ###

Q206 TIMELY ACKNOWLEDGEMENT

Q207 TIMELY ATTENTION GIVEN

Q208 WARM WELCOME GIVEN TO PROPERTY ###

Q209 EFFICIENT BOOKING IN ###


Q211 CONFIRMED BOOKING & STAY TIME ###

Q212 ATTEMPTED UP-SELL ON ROOM


Q213-1 BREAKFAST PROCEDURE EXPLAINED

Q214 ATTEMPTED ADD-ON BREAKFAST

Q215 ATTEMPTED ADD-ON LUNCH/DINNER

Q216 ASKED IF I WAS IN REWARDS PROGRAM

Q217 EXPLAINED REWARDS PROGRAM

Q218 ADVISED OF CREDIT CARD SURCHARGE

Q219 ADVISED OF PROPERTY FACILITIES ###

Q220 ADVISED OF GUEST SERVICES AVAILABLE

Q221 ENQUIRY PROFESSIONALLY ANSWERED ###

Q222 OFFERED FURTHER ASSISTANCE 0%

Q223 ADVISED OF RECEPTION HOURS

Q224 ADVISED HOW TO CONTACT RECEPTION ###

Q224 1 FREQUENTLY ADDRESSED BY NAME 0%


Q226 SMILED & EYE CONTACT MADE ###

Q227 WISHED A PLEASANT STAY ###

Q228 CLEAN CLEAR RECEPTION DESK

Client:

Location:

Date:

ACME Lodge

Sydney, NSW

21-10-2009 to 23-10-2009

87 97 89.7% 69 79 87.3% 73 73 100.0% 87 89 97.8%

62 85 72.9% 77 105 73.3% 455 528



MAINTENANCE



RESULT

86.2%

76 81 93.8% 85 116 73.3% 121 128 94.5% 85 89 95.5%


























































Modules The result for each module i.e. Booking, Check-in etc, are shown as a percentage The percentage result features in a coloured box which represents the percentage band in which the result falls. These traffic light colours are calibrated as follows: Red (danger) results under 50%, Yellow (caution) results between 50% and 75% Green (go) results in excess of 75% Modules also feature a line graph which plots the individual properties performance trending as compared to the entire group over the previous 6 visits. This gives a quick snapshot as to how the individual property performed in comparison with the entire group for each module and the overall result The blue line represents the individual properties performance over last 6 visits The red line represents the consolidated performance of the entire group over last 6 visits

Threads The results for each thread section are derived from the consolidated results of Customer Courtesy e.g. related checkpoints across multiple modules This thread result gives a clearer picture of the overall Customer Courtesy e.g. offer as a whole across the property. Other threads running through each module include: Presentation, Selling Skills and Housekeeping/Maintenance

Individual Checkpoint Outcome Analysis Checkpoint Outcomes drawn from the Checkpoint Outcome Master List are listed with descriptors that concisely capture the full checkpoint description The trending results are depicted as a coloured box which represents the percent age band in which the result falls. These traffic light colours are calibrated as follows: Red (danger) results under 50%, Yellow (caution) results between 50% and 75% Green (go) results in excess of 75%



Mystery Guest Report with Threads

(sample)

MysteryGuestReport

Thread Results

Module Results

Client:

Location:

Date:

ACME Lodge

Sydney, NSW

21-10-2009 to 23-10-2009

87 97 89.7% 69 79 87.3% 73 73 100.0% 87 89 97.8%

62 85 72.9% 77 105 73.3% 455 528



MAINTENANCE



RESULT

86.2%

76 81 93.8% 85 116 73.3% 121 128 94.5% 85 89 95.5%




Client:

Location:

Date:

ACME Lodge

Sydney, NSW

21-10-2009 to 23-10-2009

87 97 89.7% 69 79 87.3% 73 73 100.0% 87 89 97.8%

62 85 72.9% 77 105 73.3% 455 528



MAINTENANCE



RESULT

86.2%

76 81 93.8% 85 116 73.3% 121 128 94.5% 85 89 95.5%


























































Client:

Location:

Date:

ACME Lodge

Sydney, NSW

21-10-2009 to 23-10-2009

87 97 89.7% 69 79 87.3% 73 73 100.0% 87 89 97.8%

62 85 72.9% 77 105 73.3% 455 528



MAINTENANCE



RESULT

86.2%

76 81 93.8% 85 116 73.3% 121 128 94.5% 85 89 95.5%




























































Client:

Location:

Date:

ACME Lodge

Sydney, NSW

21-10-2009 to 23-10-2009

Q301 ENTRANCE/FOYER CLEAN & TIDY ###

Q301-1 PARKING IN PROXIMITY OF ROOM

Q302 COMMON AREAS CLEAN & TIDY ###

Q303 GUEST CAR PARK CLEAN & TIDY ###

Q304 SWIMMING POOLS CLEAN & MAINTAINED ###

Q305 OUTDOOR REC. AREAS CLEAN & MAINT. ###

Q306 INDOOR REC. AREAS CLEAN & MAINT ###

Q307 VEND. GAME MACHINES OPERATIONAL

Q308 COMMON AMENITIES CLEAN & MAINT. ###

Q308-1 LIVING AREA SEPARATE FROM HOSTS

Q309 ROOM / BALCONY CLEAN & MAINT. ###

Q310 CLEAN WINDOWS & GLASS DOORS ###

Q311 FURNITURE CLEAN AND DUST FREE ###

Q312 CLEAN TOILETS AND SURROUNDS ###

Q313 CLEAN VANITY & SHOWER AREA ###

Q314 LAUNDERED & IRONED BED LINEN ###

Q315 BEDS MADE UP TIGHT & NEAT ###

Q316 FRESH & FOLDED TOWELS, MATS ETC ###

Q317 ADEQUATE TOILETRIES SUPPLIED ###

Q317-1 DRINKING WATER & CLEAN GLASS IN ROOM ###

Q318 ADEQUATE BEVERAGE SUPPLIES ###

Q318-1 EXPRESSO COFFEE/TEA IN GUEST AREA ###

Q318-2 CAKE/BISCUITS IN GUEST AREA ###

Q319 ADEQUATE CROCKERY/UTENSIL SUPPLIES

Q320 ELECT. APPLIANCE/LIGHTING WORKING ###

Q320-1 READING MAT./GAMES IN GUEST AREA ###

Q321 BOARD & IRON SUPPLIED AND MAINTAINED ###

Q322 INFORMATION COMPENDIUM AVAILABLE ###

Q323 REQUEST HANDLED EFFIC. & FRIENDLY






Q406 WARM WELCOME GIVEN TO PROPERTY


Q408 ASKED IF I HAD ENJOYED MY STAY ###

Q409 ASKED IF HAD USED MINI BAR

Q410 TRANSACTION HANDLED EFFICIENTLY ###

Q411 OFFERED TO BOOK AHEAD FOR ME

Q412 LUG.STORE REQ.PLEASANTLY RECEIVED

Q413 OFFERED TO CALL CAB




Q417 PLEASANT FAREWELL INVITED TO RETURN ###



Q420 FAREWELLED AT CONCIERGE DESK

Q421 MY OVERALL EXPERIENCE ###



Client:

Location:

Date:

ACME Lodge

Sydney, NSW

21-10-2009 to 23-10-2009



















































Q501 FRIENDLY GREETING OFFERED ###

Q502 CONFIRMED BOOKING

Q503 SEATED PROMPTLY ###

Q504 HANDED MENU ###

Q505 TIMELY RETURN TO TAKE ORDER ###

Q506 ATTENTION GIVEN WHEN TAKING ORDER ###

Q507 KNOWLEDGE OF MENU ITEMS ###

Q508 ASKED IF I WANTED A BEVERAGE ###

Q509 MENUS CLEARED AFTER ORDER

Q510 BEVERAGE SERVED IN TIMELY MANNER 0%

Q511 FURTHER BEVERAGES OFFERED 0%

Q512 CLEAN CLEAR FLOOR AREA ###

Q513 TIMELY CLEARING & CLEANING OF TABLES

Q514 TIMELY CLEARING OF USED CROC./CUT. ###

Q515 WEARING CORPORATE TOPS 0%

Q516 WEARING NAME TAGS 0%

Q517 GROOMING & PRESENTATION 0%

Q518 HYGENIC HANDLING OF FOOD ITEMS ###

Q519 CLEAN CROCKERY, GLASSES & CUTLERY 0%

Q520 CORRECT TEMPERATURE OF BEVERAGES 0%

Q521 ORDERS SERVED ACCEPT. TIME FRAME ###

Q522 ORDERS COOKED TO MY SPECIFICATIONS 0%

Q523 PRESENTATION OF MEALS 50%

Q524 CORRECT TEMPERATURE OF ALL MEALS ###

Q525 TASTE OF ALL MEALS 50%



Q528 ASKED IF I HAD ENJOYED MEAL ###

Q529 PROFESSIONAL & FRIENDLY FAREWELL ###


Q602 SEATED PROMPTLY 0%

Q603 HANDED FOOD & BEVERAGE MENUS ###

Q604 JUG OR GLASS OF WATER BROUGHT 67%

Q605 TIMELY RETURN TO TAKE ORDER 0%



Q608 ASKED IF WANTED SIDES WITH ORDER

Q609 SUGG. ENTRE WHEN ONLY MAINS ORD.


Q611 SUGGESTED BOTTLE OF WINE ###


Q613 BEVERAGE SERVED IN TIMELY MANNER ###

Q614 FURTHER BEVERAGES OFFERED ###

Q615 OFFERED THE DESERT MENU

Q616 ASKED IF I WANTED A HOT BEVERAGE ###

Q617 CLEAN CLEAR FLOOR AREA 0%

Q618 TIMELY CLEARING & CLEANING OF TABLES 0%


Q620 WEARING CORPORATE TOPS




Q624 CLEAN CROCKERY, GLASSES & CUTLERY ###


Q626 ORDERS SERVED ACCEPT. TIME FRAME 0%


Q628 PRESENTATION OF MEALS ###





Q633 ASKED IF I HAD ENJOYED MEAL 0%


BluePropertyRedRegionSection Trending 049% 5074% 75100%Colour Codes

Client:

Location:

Date:

ACME Lodge

Sydney, NSW

21-10-2009 to 23-10-2009




















































Q502 CONFIRMED BOOKING

Q503 SEATED PROMPTLY ###

Q504 HANDED MENU ###

Q505 TIMELY RETURN TO TAKE ORDER ###





Q510 BEVERAGE SERVED IN TIMELY MANNER 0%

Q511 FURTHER BEVERAGES OFFERED 0%

Q512 CLEAN CLEAR FLOOR AREA ###

Q513 TIMELY CLEARING & CLEANING OF TABLES


Q515 WEARING CORPORATE TOPS 0%

Q516 WEARING NAME TAGS 0%

Q517 GROOMING & PRESENTATION 0%


Q519 CLEAN CROCKERY, GLASSES & CUTLERY 0%


Q521 ORDERS SERVED ACCEPT. TIME FRAME ###


Q523 PRESENTATION OF MEALS 50%





Q528 ASKED IF I HAD ENJOYED MEAL ###



Q602 SEATED PROMPTLY 0%

Q603 HANDED FOOD & BEVERAGE MENUS ###

Q604 JUG OR GLASS OF WATER BROUGHT 67%

Q605 TIMELY RETURN TO TAKE ORDER 0%



Q608 ASKED IF WANTED SIDES WITH ORDER

Q609 SUGG. ENTRE WHEN ONLY MAINS ORD.


Q611 SUGGESTED BOTTLE OF WINE ###


Q613 BEVERAGE SERVED IN TIMELY MANNER ###

Q614 FURTHER BEVERAGES OFFERED ###

Q615 OFFERED THE DESERT MENU

Q616 ASKED IF I WANTED A HOT BEVERAGE ###

Q617 CLEAN CLEAR FLOOR AREA 0%

Q618 TIMELY CLEARING & CLEANING OF TABLES 0%


Q620 WEARING CORPORATE TOPS




Q624 CLEAN CROCKERY, GLASSES & CUTLERY ###


Q626 ORDERS SERVED ACCEPT. TIME FRAME 0%


Q628 PRESENTATION OF MEALS ###





Q633 ASKED IF I HAD ENJOYED MEAL 0%


BluePropertyRedRegionSection Trending 049% 5074% 75100%Colour Codes


101A Thetelephonewasansweredin4orlessrings 4 4 102A Thestaffmembergreetedmeandorthankedmeforcalling 2 2

MODULE1BOOKING 89.7%I phoned on Wednesday, 21st October at 1:00pm. The phone rang 4 times, then was answered by a pleasant voice, greeting me with good afternoon Acme Lodge (SM1) speaking. With that, I clarified the staff members name, told her my first name and stated I am interested accommodation in the area and wanted to know more about the resort. With that, the staff member offered to send me some information via email to which, I went quiet, she then quickly said or, if you have any questions in mind I could answer them for you now? The staff member seemed a little hesitant, but very polite. I asked about accommodation available and the staff member was happy to explain the available basic lodge, the spa lodge and the private cabin. Without prompting, the staff member explained the features of all of them. The staff member also commented on the newest accommodation and told me how beautiful it is, in particular the spa area where you can see the stars. I asked about the tariffs for each and the staff member told me she was quite new there and wished the numbers would roll right off my tongue, but they dont yet, so bear with me! The staffmember outlined the tariffs and then proceeded to detail what was included, i.e. the meals and beverage inclusions. When I commented on how wonderful it sounds the staff member couldnt agree more, wholeheartedly. The staff member had a very pleasant phone manner and sounded very down to earth. I asked what else they had at the property and the staff member stated its features, including tennis court and swimming pool. The staff member told me that they were however, having issues with the pool heating system and she was unsure of when it would be fixed, but stated she expected it to be sorted out by the weekend. The staff member then asked which nights, I was contemplating and when I said tomorrow she told me that all the rooms would be available. I mentioned that my husband and I would be coming to celebrate our wedding anniversary. The staff member seemed genuinely interested and asked which anniversary and seemed to have taken note of it. When I said I would be interested in booking the staff member said sure! happily and asked which accommodation option I would like, I told her the basic option. The staff member told me she would put me in Room 8, if I was happy with that, I said whichever one you think is the nicest to which, she said oh yes, its my favourite. Its a very nice room. We laughed together. The staff member asked my details and quoted me the tariff. The staff member mentioned she would be taking half the total off my credit card now and the rest on check-out. I asked about the cancellation policy, the staff member said within 7 days there would be a forfeit of fees but she didnt soundconfident. The staff member again said I am just new here, but Im fairly sure that would be the case. I felt the staff member could have found a more definite answer for me, but she tried to answer my question as best she could with what she knew. The staff member then asked if I would be coming for lunch and on what day that would be and also asked if there were any special dietary requirements. With that, I said no, just something delicious would be great and she enthusiastically replied this we can definitely do for you! The staff member sounded to be a strong advocate for staying at this resort. The staff member told me that the view was absolutely amazing and that it would be a very special place to spend the time with my husband here.

Client:

Location:

Date: 21/10/2009 Time: 1:00 PM

Sydney, NSW

ACME Lodge

103A Thestaffmemberstatedthenameoftheproperty 2 2 104A Thestaffmemberstatedtheirname 2 2

105A Thestaffmember'stoneofvoicewasfriendlyandrespectful 8 8 106C Therewasnoneedtobeputonholdduringthecall 0 0

107A Thestaffmemberaskedhowtheycouldassistme 2 2 108B Onlyafterpromptingwereaccommodationoptionsexplainedtome 2 5

109A Withoutpromptingroomamenitieswereexplainedtome 3 3 110BOnlyafterpromptingwasItoldofthevariousfacilitiesthepropertyhadtooffer

1 3

111A Thestaffmemberspokeoftheircurrentpromotion 2 2 112A Thestaffmemberspokepositivelyabouttheproperty 3 3

113AThestaffmemberassumedIwantedtogoaheadwiththebookingandaskedwhatdatesIwasafterandorwhatstyleofroomIwouldliketobook

10 10 114aWhenaskedwhatadvantagestherewereinbookingdirectlywiththepropertyascomparedtoanaccommodationbroker,thestaffmemberfully explained why it was advantageous to do so

2 2

115BThestaffmemberdidnotspeakconfidentlyabouttheircancellationpolicyafterIenquiredastowhatitwas

0 2 116BThestaffmemberneglectedtoenquireastowhatbeddingconfigurationandorextrabeddingrequirementsIhad

0 3

117aThestaffmemberattemptedtoupsellmeonthestyleofroomIhadagreedtobook

8 8 118aThestaffmembertriedtohandlemyobjectionstotheupsellbymentioningsomeoftheadvantagesoftheupgradedaccommodation

6 6

119aThestaffmemberattemptedtoaddonabreakfastpackagetomybookingpointingoutthesavingsmadebyprebooking

6 6 120A ThestaffmemberenquiredastohowIhadheardabouttheproperty 1 1

121A Iwasaskedformycredit/debitcarddetailstosecurethebooking 4 4 122AWhilemakingmybookingthestaffmemberaskedformynameandacontactphonenumber

4 4

123B Thestaffmemberaddressedmecasuallybymyfirstname 3 3 124A ThestaffmemberaskedmewhattimeIwouldbearriving 2 2

125ABasedontheirresponsesitwasevidentthestaffmemberhadbeenattentivetowhatIhadtosay

6 6 126A Iwasthankedformybookingandaffordedafarewellgreeting 4 4

I phoned on Wednesday, 21st October at 1:00pm. The phone rang 4 times, then was answered by a pleasant voice, greeting me with good afternoon Acme Lodge (SM1) speaking. With that, I clarified the staff members name, told her my first name and stated I am interested accommodation in the area and wanted to know more about the resort. With that, the staff member offered to send me some information via email to which, I went quiet, she then quickly said or, if you have any questions in mind I could answer them for you now? The staff member seemed a little hesitant, but very polite. I asked about accommodation available and the staff member was happy to explain the available basic lodge, the spa lodge and the private cabin. Without prompting, the staff member explained the features of all of them. The staff member also commented on the newest accommodation and told me how beautiful it is, in particular the spa area where you can see the stars. I asked about the tariffs for each and the staff member told me she was quite new there and wished the numbers would roll right off my tongue, but they dont yet, so bear with me! The staffmember outlined the tariffs and then proceeded to detail what was included, i.e. the meals and beverage inclusions. When I commented on how wonderful it sounds the staff member couldnt agree more, wholeheartedly. The staff member had a very pleasant phone manner and sounded very down to earth. I asked what else they had at the property and the staff member stated its features, including tennis court and swimming pool. The staff member told me that they were however, having issues with the pool heating system and she was unsure of when it would be fixed, but stated she expected it to be sorted out by the weekend. The staff member then asked which nights, I was contemplating and when I said tomorrow she told me that all the rooms would be available. I mentioned that my husband and I would be coming to celebrate our wedding anniversary. The staff member seemed genuinely interested and asked which anniversary and seemed to have taken note of it. When I said I would be interested in booking the staff member said sure! happily and asked which accommodation option I would like, I told her the basic option. The staff member told me she would put me in Room 8, if I was happy with that, I said whichever one you think is the nicest to which, she said oh yes, its my favourite. Its a very nice room. We laughed together. The staff member asked my details and quoted me the tariff. The staff member mentioned she would be taking half the total off my credit card now and the rest on check-out. I asked about the cancellation policy, the staff member said within 7 days there would be a forfeit of fees but she didnt soundconfident. The staff member again said I am just new here, but Im fairly sure that would be the case. I felt the staff member could have found a more definite answer for me, but she tried to answer my question as best she could with what she knew. The staff member then asked if I would be coming for lunch and on what day that would be and also asked if there were any special dietary requirements. With that, I said no, just something delicious would be great and she enthusiastically replied this we can definitely do for you! The staff member sounded to be a strong advocate for staying at this resort. The staff member told me that the view was absolutely amazing and that it would be a very special place to spend the time with my husband here.

Client:

Location:

Date: 21/10/2009 Time: 1:00 PM

Sydney, NSW

ACME Lodge


201aOnmyarrivalIwaswelcomedbyastaffmemberlocatedattheconciergedesk

3 3 202cAstherewerenootherguestswithluggageitisunknownastowhethertheywouldhavebeenofferedassistancewiththeirluggage

0 0

MODULE2CHECKINANDENQUIRY 87.3%I was having trouble finding the accommodation, so I phoned ahead and asked for directions. SM2 answered the phone with good afternoon Acme Lodge (SM2) speaking. When I told the staff member that I was having trouble finding the right road, she was very understanding and friendly and pointed me in the right direction. The staff member also told me how long it would take from where I was to my arrival, which was handy to know. When I drove up to the resort, the staff member noticed my arrival and came out to greet me at my car. The staff member asked you must be (my first name)? When I confirmed, the staff member offered me her hand to shake and introduced herself, saying hello, Im (SM2), welcome! You made it okay? The staff member was dressed smartly and looked very presentable. The staff member smiled warmly and was very easy to chat to, she had a calm and soft nature, which made me feel relaxed. The staff member offered to carry my bags and anything else I may have wanted to offload. We chatted casually about the rugged drive up to the resort and we discussed where the staff resided. The staff member mentioned that she understood it was our wedding anniversary to which, I said yes. With that, the staff member told me that they had upgraded my room to a spa suite, she said it was available tonight, so I put you in there. I was very grateful. When in the main area, I noticed I was the only guest there. The staff member had filledin all my paperwork in advance and she made the check-in process no fuss. The staff member asked me to sign and gave me my key and we kept walking. The staff member quickly made me feel at ease and she said treat this like its your home. If you want to put your feet up on the sofa and relax, please do so. Just relax. Upstairs, there is a billiard table and games, if you would like, or there are books you can sit and read here, if you wish. The staff member outlined the beverages available and said to just help yourself. When the staff member walked me to my room, she let me in, showed me around the room and let me know that she would accompany my husband down, when he arrived. With that, the staff member left me to enjoy the peace and the beautiful classical music they had playing in the room for my arrival. I returned to the main room shortly after, to enquire about mountain biking in the area. I was served by SM3, who was quite helpful. The staff member directed us where to find the bikes and showed us on a map where to go. The staff member advised us of the most appropriate ride for that time of the day and level of biking experience. Although, the staff member handled this perfectly, he did not ask if there was anything else he could help us with.

Client:

Location:

Date: 22/10/2009 Time: 2:35 PM

Sydney, NSW

ACME Lodge

203b Notallstaffwerewearingacorporateshirt 0 2 204b Notallstaffwerewearingnametags 0 2

205AThegroomingandpresentationofallstaffmembersencounteredwasofanacceptablestandard

3 3 206aIwasacknowledgedwithin20secondsofmyarrivalatthereceptiondesk

8 8

207aWhenitwasmyturntobecheckedinthestaffmembergavemetheirimmediateattention

4 4 208A Iwaswarmlywelcomedtotheproperty 8 8

209ARetrievingmybookingandhavingmefilloutaregistrationcardwerebothhandledinanefficientmanner

3 3 210B Thestaffmemberaddressedmecasuallybymyfirstname 3 3

211AThestaffmemberconfirmedmybookingstatingwhatstyleofroomIhadbookedandthedurationofmyintendedstay

2 2 212c Therewasnoupsellstyleofroomavailableatthetimeofcheckingin 0 0

213cTherewasnoupsellstyleofroomavailableatthetimeofbookingtherewasnoobjection

0 0 213.1e Abreakfastorderformwasnotapplicableonthisoccasion 0 0

214c Breakfastwasalreadyincludedinthetariff 0 0 215aIwastoldthattheyhadarestaurantandwasencouragedtomakeabooking

4 4

216C ItwasnotobviousthattherewasaRewardsprograminplace 0 0 217d ThispropertydidnothaveanobviousRewardsprograminplace 0 0

218C TherewasnosurchargeapplicablewhenIpaidbycreditcard 0 0 219AWithoutpromptingIwastoldofthevariousfacilitiesthepropertyhadtooffer

3 3

220aWithoutpromptingIwastoldofthevariousguestservicesthepropertyhadtooffer

3 3 221AAnenquiryImadewasprofessionallyansweredwithsupportingbrochuresandormapsandorspecificdirectionsprovided

8 8

222BAftermyenquirywasansweredthestaffmemberneglectedtoaskmeiftherewasanythingelsetheycouldassistmewith

0 2 223b Thestaffmemberdidnotinformmeoftheirreceptionhours 0 2

224AThestaffmembertoldmehowtocontactthereceptiondeskorwasgivenaspecificnumbertocallifIneededanyfurtherassistance

1 1 224.1BThestaffmemberdidnotrefertomebynamemorethanonceduringourconversation

0 2

225AThestaffmemberwasgenuinelyfriendlyandsincerewhilstattendingme

8 8 226AThestaffmemberconsistentlysmiledandmadestrongeyecontactwhilstattendingme

3 3

I was having trouble finding the accommodation, so I phoned ahead and asked for directions. SM2 answered the phone with good afternoon Acme Lodge (SM2) speaking. When I told the staff member that I was having trouble finding the right road, she was very understanding and friendly and pointed me in the right direction. The staff member also told me how long it would take from where I was to my arrival, which was handy to know. When I drove up to the resort, the staff member noticed my arrival and came out to greet me at my car. The staff member asked you must be (my first name)? When I confirmed, the staff member offered me her hand to shake and introduced herself, saying hello, Im (SM2), welcome! You made it okay? The staff member was dressed smartly and looked very presentable. The staff member smiled warmly and was very easy to chat to, she had a calm and soft nature, which made me feel relaxed. The staff member offered to carry my bags and anything else I may have wanted to offload. We chatted casually about the rugged drive up to the resort and we discussed where the staff resided. The staff member mentioned that she understood it was our wedding anniversary to which, I said yes. With that, the staff member told me that they had upgraded my room to a spa suite, she said it was available tonight, so I put you in there. I was very grateful. When in the main area, I noticed I was the only guest there. The staff member had filledin all my paperwork in advance and she made the check-in process no fuss. The staff member asked me to sign and gave me my key and we kept walking. The staff member quickly made me feel at ease and she said treat this like its your home. If you want to put your feet up on the sofa and relax, please do so. Just relax. Upstairs, there is a billiard table and games, if you would like, or there are books you can sit and read here, if you wish. The staff member outlined the beverages available and said to just help yourself. When the staff member walked me to my room, she let me in, showed me around the room and let me know that she would accompany my husband down, when he arrived. With that, the staff member left me to enjoy the peace and the beautiful classical music they had playing in the room for my arrival. I returned to the main room shortly after, to enquire about mountain biking in the area. I was served by SM3, who was quite helpful. The staff member directed us where to find the bikes and showed us on a map where to go. The staff member advised us of the most appropriate ride for that time of the day and level of biking experience. Although, the staff member handled this perfectly, he did not ask if there was anything else he could help us with.

Client:

Location:

Date: 22/10/2009 Time: 2:35 PM

Sydney, NSW

ACME Lodge

227A Iwaswishedapleasantstayoraffordedasimilarpleasantry 3 3 228aThereceptiondeskareawasfreeofpersonalreadingmaterial,beveragesetc

2 2

I was having trouble finding the accommodation, so I phoned ahead and asked for directions. SM2 answered the phone with good afternoon Acme Lodge (SM2) speaking. When I told the staff member that I was having trouble finding the right road, she was very understanding and friendly and pointed me in the right direction. The staff member also told me how long it would take from where I was to my arrival, which was handy to know. When I drove up to the resort, the staff member noticed my arrival and came out to greet me at my car. The staff member asked you must be (my first name)? When I confirmed, the staff member offered me her hand to shake and introduced herself, saying hello, Im (SM2), welcome! You made it okay? The staff member was dressed smartly and looked very presentable. The staff member smiled warmly and was very easy to chat to, she had a calm and soft nature, which made me feel relaxed. The staff member offered to carry my bags and anything else I may have wanted to offload. We chatted casually about the rugged drive up to the resort and we discussed where the staff resided. The staff member mentioned that she understood it was our wedding anniversary to which, I said yes. With that, the staff member told me that they had upgraded my room to a spa suite, she said it was available tonight, so I put you in there. I was very grateful. When in the main area, I noticed I was the only guest there. The staff member had filledin all my paperwork in advance and she made the check-in process no fuss. The staff member asked me to sign and gave me my key and we kept walking. The staff member quickly made me feel at ease and she said treat this like its your home. If you want to put your feet up on the sofa and relax, please do so. Just relax. Upstairs, there is a billiard table and games, if you would like, or there are books you can sit and read here, if you wish. The staff member outlined the beverages available and said to just help yourself. When the staff member walked me to my room, she let me in, showed me around the room and let me know that she would accompany my husband down, when he arrived. With that, the staff member left me to enjoy the peace and the beautiful classical music they had playing in the room for my arrival. I returned to the main room shortly after, to enquire about mountain biking in the area. I was served by SM3, who was quite helpful. The staff member directed us where to find the bikes and showed us on a map where to go. The staff member advised us of the most appropriate ride for that time of the day and level of biking experience. Although, the staff member handled this perfectly, he did not ask if there was anything else he could help us with.

Client:

Location:

Date: 22/10/2009 Time: 2:35 PM

Sydney, NSW

ACME Lodge


301A Theentranceandreceptionareawascleanandtidy 2 2 301.1cThestyleofaccommodationdidnotlenditselftohavingcarparkingavailableintheproximityoftheroom

0 0

MODULE3HOUSEKEEPING&MAINTENANCE 100.0%When SM2 introduced me to the room, I was very impressed. It was filled with wood and neutral tones, it was beautiful and simple. The staff member showed how to set the air conditioning temperature to the setting I preferred and showed me the mini bar. The staff member left me to myself quickly. The bathroom was spotless. There was a modest selection of LOccitane products, including shower gel, shampoo and conditioner and body lotion, all new and sealed. There were also 2 wrapped soaps. There was a pump of liquid soap and a box of cotton balls and a sealed vanity kit. The shower cap was there also. There was a lovely bath pillow to match the linen. There were 4 towels, 2 different types, plus 2 pool towels, 2 bath mats, 2 washers. All were placed over the heated towel rail. It was very neat and tidy. The shower and bath were very clean, with no watermarks anywhere. I was impressed. The bed was made neatly and to my surprise, there was a card and small wrapped box on the bed for our arrival. It was a handwritten card by SM2 and a few Belgian chocolates, welcoming us and congratulating us on our anniversary. It was also wishing us a very relaxing stay. This was such a lovely gesture and the handwriting of the card from the staff member made it even more special. There were 2 clean robes and sealed slippers to choose. The bedside tables had clean glasses. There was a modest selection of beverages to choose from in the mini bar, which was included in the tariff. The best part about the housekeeping was what we discovered on return to our room from dinner. We came back to our room to find the towels that were used earlier in the day replaced, our bed was turned down with chocolates on our pillows and the candle was lit for us. It was very special and a very nice surprise. Along with this, there was also a glass bottle of water on each bedside. The fireplace in the room was very tidy, clear of ash and with plenty of materials should we need to add to the fire out on the deck area. The wooden shutters were free of dust and the wooden floors the same. I made one request to Reception. SM2 answered and I requested a couple of bandaids, which the staff member said thats no problem at all, I will bring them down. The staff member was pleasant and not bothered by this, even though I knew dinner service was starting. The staff member arrived within 5 minutes, gave me 5 bandaids and said that if I wanted any more, just to ask. The staff member was non intrusive and very pleasant. The entire resort main room was of the same calibre. There was obviously a lot of housekeeping to be done, due to the size of the room and the fact that most of it was dark wood, but it was spotless. There were many lounges to sit on, with cushions and blankets neatly folded on them. The books were of endless supply and all perfectly stacked into piles. The games area upstairs was neat and tidy. Very opulent and well maintained. The grounds and particularly the pool area were immaculate. It is a very remote and spectacular area, which was made more beautiful by the beauty of the main house and surrounds.

Client:

Location:

Date:

ACME Lodge

Sydney, NSW

21-10-2009 to 23-10-2009

302A Commonaccessareaswerecleanandtidy 2 2 303A Theguestcarparkingareawascleanandtidy 2 2

304ASwimmingpoolswerecleanwithclearsparklingwaterandnovisibledebris

4 4 305A Outdoorrecreationalareaswereclean,tidyandwellmaintained 4 4

306A Indoorrecreationalareaswereclean,tidyandwellmaintained 4 4 307CTherewerenoVendingmachines/Gamemachines/Internetkiosksatthisproperty

0 0

308A Allcommonamenityareaswerecleanandwellmaintained 4 4 308.1a Thelivingareawaskeptseparatefromthehostslivingarea 2 2

309ATheroomandbalconies(whereapplicable)includingoutdoorfurniturewereclean,tidyanddustfree

6 6 310A Windows,slidingdoors,andwallsetcwereallclean 2 2

311A Roomfurniturewascleananddustfree 2 2 312A Thetoiletandsurroundswereperfectlyclean 2 2

313A Vanitiesandshowerareaswereperfectlyclean 2 2 314A Thebedlinenwasfreshlylaunderedandironed 3 3

315A Allbedsweremadeuptightandneat 2 2 316ATowels,handtowelsandbathroommatswerefreshlylaunderedandfolded

3 3

317AAsaminimum,newsoap,shampoo/conditionerweresupplied(pluswashingmachinepowderanddishwashingliquidinselfcontainedproperties)

2 2 317.1A Drinkingwaterandcleanglassesweresuppliedintheroom 2 2

318AAreasonablequantityofcoffeeandteamakingsuppliesincludingmilkandsweetenerswereprovided

2 2 318.1A Espressocoffeeandteawereavailableintheguestarea 3 3

318.2A Cakeorbiscuitsetcwereavailableintheguestarea 2 2 319cThestyleofaccommodationdidnotrequirecrockery,cutleryandcookingutensilstobeavailable

0 0

320A Allelectricalappliancesandlightingwerefullyoperational 3 3 320.1ATheguestareawascomfortablewithaselectionofreadingmaterials,gamesetcavailable

3 3

321A Anironandironingboardbothingoodconditionweresupplied 3 3 322A Aninformationcompendiumtothepropertywasavailableintheroom 1 1

When SM2 introduced me to the room, I was very impressed. It was filled with wood and neutral tones, it was beautiful and simple. The staff member showed how to set the air conditioning temperature to the setting I preferred and showed me the mini bar. The staff member left me to myself quickly. The bathroom was spotless. There was a modest selection of LOccitane products, including shower gel, shampoo and conditioner and body lotion, all new and sealed. There were also 2 wrapped soaps. There was a pump of liquid soap and a box of cotton balls and a sealed vanity kit. The shower cap was there also. There was a lovely bath pillow to match the linen. There were 4 towels, 2 different types, plus 2 pool towels, 2 bath mats, 2 washers. All were placed over the heated towel rail. It was very neat and tidy. The shower and bath were very clean, with no watermarks anywhere. I was impressed. The bed was made neatly and to my surprise, there was a card and small wrapped box on the bed for our arrival. It was a handwritten card by SM2 and a few Belgian chocolates, welcoming us and congratulating us on our anniversary. It was also wishing us a very relaxing stay. This was such a lovely gesture and the handwriting of the card from the staff member made it even more special. There were 2 clean robes and sealed slippers to choose. The bedside tables had clean glasses. There was a modest selection of beverages to choose from in the mini bar, which was included in the tariff. The best part about the housekeeping was what we discovered on return to our room from dinner. We came back to our room to find the towels that were used earlier in the day replaced, our bed was turned down with chocolates on our pillows and the candle was lit for us. It was very special and a very nice surprise. Along with this, there was also a glass bottle of water on each bedside. The fireplace in the room was very tidy, clear of ash and with plenty of materials should we need to add to the fire out on the deck area. The wooden shutters were free of dust and the wooden floors the same. I made one request to Reception. SM2 answered and I requested a couple of bandaids, which the staff member said thats no problem at all, I will bring them down. The staff member was pleasant and not bothered by this, even though I knew dinner service was starting. The staff member arrived within 5 minutes, gave me 5 bandaids and said that if I wanted any more, just to ask. The staff member was non intrusive and very pleasant. The entire resort main room was of the same calibre. There was obviously a lot of housekeeping to be done, due to the size of the room and the fact that most of it was dark wood, but it was spotless. There were many lounges to sit on, with cushions and blankets neatly folded on them. The books were of endless supply and all perfectly stacked into piles. The games area upstairs was neat and tidy. Very opulent and well maintained. The grounds and particularly the pool area were immaculate. It is a very remote and spectacular area, which was made more beautiful by the beauty of the main house and surrounds.

Client:

Location:

Date:

ACME Lodge

Sydney, NSW

21-10-2009 to 23-10-2009

323aMyrequestforsomethingtobebroughttotheroomwashandledinanefficientandfriendlymanner

6 6

When SM2 introduced me to the room, I was very impressed. It was filled with wood and neutral tones, it was beautiful and simple. The staff member showed how to set the air conditioning temperature to the setting I preferred and showed me the mini bar. The staff member left me to myself quickly. The bathroom was spotless. There was a modest selection of LOccitane products, including shower gel, shampoo and conditioner and body lotion, all new and sealed. There were also 2 wrapped soaps. There was a pump of liquid soap and a box of cotton balls and a sealed vanity kit. The shower cap was there also. There was a lovely bath pillow to match the linen. There were 4 towels, 2 different types, plus 2 pool towels, 2 bath mats, 2 washers. All were placed over the heated towel rail. It was very neat and tidy. The shower and bath were very clean, with no watermarks anywhere. I was impressed. The bed was made neatly and to my surprise, there was a card and small wrapped box on the bed for our arrival. It was a handwritten card by SM2 and a few Belgian chocolates, welcoming us and congratulating us on our anniversary. It was also wishing us a very relaxing stay. This was such a lovely gesture and the handwriting of the card from the staff member made it even more special. There were 2 clean robes and sealed slippers to choose. The bedside tables had clean glasses. There was a modest selection of beverages to choose from in the mini bar, which was included in the tariff. The best part about the housekeeping was what we discovered on return to our room from dinner. We came back to our room to find the towels that were used earlier in the day replaced, our bed was turned down with chocolates on our pillows and the candle was lit for us. It was very special and a very nice surprise. Along with this, there was also a glass bottle of water on each bedside. The fireplace in the room was very tidy, clear of ash and with plenty of materials should we need to add to the fire out on the deck area. The wooden shutters were free of dust and the wooden floors the same. I made one request to Reception. SM2 answered and I requested a couple of bandaids, which the staff member said thats no problem at all, I will bring them down. The staff member was pleasant and not bothered by this, even though I knew dinner service was starting. The staff member arrived within 5 minutes, gave me 5 bandaids and said that if I wanted any more, just to ask. The staff member was non intrusive and very pleasant. The entire resort main room was of the same calibre. There was obviously a lot of housekeeping to be done, due to the size of the room and the fact that most of it was dark wood, but it was spotless. There were many lounges to sit on, with cushions and blankets neatly folded on them. The books were of endless supply and all perfectly stacked into piles. The games area upstairs was neat and tidy. Very opulent and well maintained. The grounds and particularly the pool area were immaculate. It is a very remote and spectacular area, which was made more beautiful by the beauty of the main house and surrounds.

Client:

Location:

Date:

ACME Lodge

Sydney, NSW

21-10-2009 to 23-10-2009


401a Allstaffwerewearingcorporateshirts 2 2 402b Notallstaffwerewearingnametags 0 2

MODULE4CHECKOUT&OVERALLEXPERIENCE 97.8%

When it was time to check-out, we approached the Reception area, where SM2 was checking in some arriving guests. This was a very quick process and the staff member served us within 1 minute. The staff member smiled at us and said are you heading off? to which, we said that we were and I enquired as to whether we had to sign anything. The staff member kindly answered no, you dont have to sign anything, but I have something for you and she went behind the desk and gave us a small jar of freshly made apricot jam. The staff member then asked if I had tried it at breakfast time and said that the boys make it fresh each day and we could take it home with us. I thought it was a very nice gesture and we thanked the staff member for their thoughtfulness. We had been told at breakfast by SM3 that we could leave our belongings there as long as we liked, as no one would be checking in to our room that day. This was great, as both checking out and our bags could be left as long as we liked and I didnt even have to ask. SM2 suggested that we come back soon. I asked if the both SM2 and SM3 would be here next year to which, SM2 advised us of a new Acme resort that was about to be built and that herself and SM3 were going to be opening it. The staff member explained thoroughly about the new property, the type of building it was, how many rooms there would be, the facilities and style of the new resort that Acme were opening. The staff member told us that we would have to come and stay, or at least visit the open deck bar on the top of the building. The staff member told us where to find it and when it would be opening. Overall, we found the experience excellent. It seemed as though the whole experience was designed so that you had minimal interruptions, maximum privacy and relaxation on your own terms. The staff members were what really made the stay as personal and relaxing as it was. Their attitude towards their work and commitment to your stay was obviously at the forefront of their minds at all times. Th

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