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The following information is intended to give a potential
client an example of a typical evaluation/ mystery shopping format, an
example of the Summary Reporting and the Criteria Reporting.
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Client
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Hotel
Client |
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From |
11/21/2003 To 11/22/2003 |
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Location |
1
321 West St.
Anytown , US 12345 |
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Current score is 86
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Visit Information |
Response |
Points
Available |
Points
Awarded |
1. Check-in date |
11/22/03 |
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2. Check-out date |
11/23/03 |
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3. Day of check-in |
Saturday |
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4. Day of check-out |
Sunday |
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5. Time of check-in |
4:05 p.m. |
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6. Time of check-out |
11:45 a.m. |
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7. Total amount for room |
187.00 |
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8. Amount spent at full-service restaurant |
130.00 |
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9. Amount spent at limited service dining |
3.00 |
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10. Amount spent at bar |
16.00 |
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11. Total Amount spent on room service |
42.00 |
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12. Total amount spent at gift shop |
4.00 |
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13. Please add up all totals and provide the
amount here |
382.00 |
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Reservations |
Response |
Points
Available |
Points
Awarded |
1.
Name of
receptionist |
Corey |
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2.
Was the telephone answered in a prompt and professional manner? |
YES |
2 |
2 |
3. Was the staff member friendly and enthusiastic? |
YES |
2 |
2 |
4. Was the receptionist genuinely
accommodating to your arrival time, date, and room size? |
YES |
2 |
2 |
5. Were you given a confirmation number along with a repeat of the
arrival/departure date and rate? |
YES |
2 |
2 |
Reservation Summary
I called the hotel on Monday, November 17, 2003 at 2:50 p.m. and it was
pleasantly answered after two rings by a male who said
"Hello. Hotel Client. How can I help you?"
I asked for reservations and was told
"One minute. I’ll connect you."
After one ring, Corey answered the phone. I said
I was looking for a room for Saturday, November 22. He asked me to wait
while he checked availability. He asked if I wanted smoking or
non-smoking and if I wanted a king or double. I informed him I was
looking for a non-smoking king.
He then said he had rooms available for $179. A few seconds
later he said he also had a non-smoking king room for $159. The $179
rooms were ocean views. I booked the $159 room. He asked if I was a
preferred guest and I said I was not. He said
they usually automatically enroll all customers and asked if I was
interested. I said yes and he enrolled me at that time.
He asked how I would like to guarantee the room and I gave him my credit
card information. Corey then repeated all of the reservation
information, advising there would be a 5 and 6% tax on the room and
providing me with
a confirmation number.
I asked Corey if there were any restaurants located in the hotel. He
said "One moment, I’ll check".
A few seconds later, he informed me that Shula’s on the Beach was
located within the hotel. He asked if there was anything else he could
do for me, thanked me and said to enjoy my trip. Corey’s demeanor was
professional and he was helpful in making the reservation.
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Facility |
Response |
Points
Available |
Points
Awarded |
1. Was the exterior of the property clean and well maintained? |
YES |
2 |
2 |
2.
Was the interior of the property (including all common areas) clean and
well maintained? |
YES |
2 |
2 |
3. Were all common area restrooms clean and well stocked? YES 2 2 |
YES |
2 |
2 |
4. Were all common area floors clean with no litter apparent? |
YES |
2 |
2 |
5. Were windows/glass surrounding the property clean and free of
dirt/smudges? |
YES |
2 |
2 |
6. Were all common area furnishings clean and in good condition? |
YES |
2 |
2 |
7. Was the temperature set at a comfortable level in all common areas? |
YES |
2 |
2 |
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Valet /
Bellperson |
Response |
Points
Available |
Points
Awarded
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1. Names of Valet and Bellpersons |
Carlos; Randy; Henni |
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2. Did either the valet or bellperson
greet you promptly? |
YES |
2 |
2 |
3. Were you given a proper welcoming greeting? |
YES |
2 |
2 |
4. Were the valet and bellpersons courteous and efficient during your
stay? |
YES |
2 |
2 |
5. When inquired, did valet and/or bellperson inform you about the hotel
and/or amenities? |
YES |
2 |
2 |
6. Were the valet and bellpersons genuinely friendly and make good eye
contact? |
YES |
2 |
2 |
7. Was the bellperson quick to retrieve your bag(s)? |
YES |
1 |
1 |
8. Was the valet quick to retrieve your vehicle? |
YES |
1 |
1 |
Valet / Bellperson Summary
We arrived at the hotel on Saturday, November 22, 2003 at 4:05
p.m. We were promptly greeted by Carlos, the valet
/ bellperson. He asked
if we were returning and I advised we were checking in. He said he would
take my keys, asked if we needed help with our luggage and said to check
back with him after checking in and directed me to the front desk.
I
then went back outside to meet Carlos. He asked if the three bags in the
back seat should be brought to the room. I informed him they should and
he advised he would be behind us. My companion and I then proceeded to
the elevator and Carlos arrived as the elevator opened. Carlos showed us
to our room, initiating conversation along the way.
He opened the door
for us and proceeded to bring in our luggage and set it up. As we
entered the room, it was odor free, which includes no strong air
fresheners or perfumes in the air, but a fresh, clean smell.
Carlos
asked if we had ever stayed with them before and when we
said no he
gave us information about the hotel, the hours the restaurant and pool were
open, ice location and emergency exits.
Carlos had an excellent
knowledge of the hotel. He had a very friendly, enthusiastic demeanor
and makes a nice first impression of the hotel.
I tipped him $5 because
he valeted the car as well as handled our luggage. At no time did he
make me feel as though it was expected.
VALET CHECK OUT: We went out the
front door to the valet. Randy immediately took our valet ticket and
gave it to Henni who returned with our car in three minutes. Randy
immediately placed our luggage in the back seat and Henni met me at the
driver side door. I tipped both $2 each.
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Reception: Check-In/Check-Out |
Response |
Points
Available |
Points
Awarded |
1. Name
of check-in clerk: |
Rick |
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2. Name
of check-out clerk: |
Maureen |
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3.
Were you greeted in a prompt and efficient manner? |
YES |
2 |
2 |
4. Were you given a proper welcoming greeting? |
YES |
2 |
2 |
5. Were you greeted in a friendly manner and did the clerk maintain good
eye contact? |
YES |
2 |
2 |
6.
Were you checked in and out in an efficient manner? |
YES |
2 |
2 |
7. Were you given directions to your room and provided with the hotel
amenities as a courtesy? |
YES |
2 |
2 |
8.
Were you thanked for staying and did the front desk inquire about your
visit? |
YES |
2 |
2 |
9.
Were you provided with a detailed and accurate bill upon check out? |
YES |
2 |
2 |
Reception: Check-In/Check-Out Summary
We proceeded through the lobby which was very inviting and beautifully
decorated for Christmas. We approached the front desk and were greeted
immediately by Rick. Rick asked if he could help me and I
said I had
a reservation.
He asked my name and immediately pulled it up in the
computer. He confirmed that we were staying one night in a king
non-smoking room. He asked for my credit card, ran it and returned it to
me. He then presented me with a parking pass, phone information and two
keys to the room and showed me where my room number was marked. He also
informed me that he had upgraded me to an oceanfront room.
Rick then
asked if we needed help with our luggage and I informed him that it was
already being taken care of, and he directed us to the elevators. Rick
had a professional, matter-of-fact demeanor .
CHECK OUT
As we approached
the front desk at 11:45 a.m. on Sunday, November 23, 2003, we were
immediately greeted by Maureen. She said good morning and asked if she
could help. I told her I was checking out and she asked me my room
number. She asked if I had enjoyed my stay and if everything was
satisfactory. I said it was very nice.
Maureen brought up our invoice
on the computer and asked if I would like to leave it on my credit card.
She never asked me to review my final invoice before presenting me with
my final copy. Maureen had a pleasant and professional demeanor.
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Room Service |
Response |
Points
Available |
Points
Awarded |
1.
Name (or detailed description) of room service attendant: |
Male, dark
hair |
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2.
Was the telephone answered in a prompt and professional manner? |
YES |
2 |
2 |
3. Was your call handled in a courteous and friendly manner? |
YES |
2 |
2 |
4. Was your order repeated and were you quoted a delivery time? |
NO |
2 |
0 |
5. Was your order delivered on time? (within 10 minutes of quoted time) |
YES |
2 |
2 |
6. If not, how many minutes was the delivery time off by? |
N/A |
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7. Was the room service attendant professional and courteous? |
YES |
2 |
2 |
8. Was the hot food hot and the cold food cold? |
YES |
2 |
2 |
9. Was your food prepared as ordered? |
YES |
2 |
2 |
10. Was the food of the highest quality? |
YES |
2 |
2 |
11. Was the check accurate? |
YES |
2 |
2 |
Room Service Summary
I called room service at 9:00 a.m. on Sunday, November 23. A female with
a very heavy accent answered the phone after 3 rings. She stated her
name, however, I could not understand it.
I said I would like to order
breakfast and she said "okay". I requested an order of French toast and
an order of pancakes with bacon, along with two grapefruit juices and
one tea. She did not repeat the order back to me but informed me it
would arrive in 30 minutes.
28 minutes later, everything arrived at the
room, served by a male with dark hair. He asked where I would like the
tray placed, and placed it where I requested. He then presented me with
the bill which I reviewed and signed.
As there was a 20% service charge
added to the bill, I did not further tip him nor did he seem to expect
one. Both entreés were received with warming covers. They were nicely
presented on the plates with very generous portions. The juice arrived
in glasses covered with plastic wrap. There was a nice assortment of
jams, syrup and butter. We also received flatware which was clean,
spot-free and nicely wrapped in cloth napkins. The napkins were clean,
spot-free, fresh-smelling and absorbent.
On the tray was also a large
thermos of hot water and a cup for the tea; however, there was no tea
bag in the thermos or anywhere on the tray. There was a nice assortment
of sugar, cream and sweeteners. I used the tea bag from the in-room
coffee maker for the tea. All hot food arrived hot and all cold items
were cold. Both meals were tasty and of high quality. |
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Other Staff & Management |
Response |
Points
Available |
Points
Awarded |
1. Were all staff members genuinely friendly and project a professional
image? |
YEs |
2 |
2 |
2. Was the concierge knowledgeable about surrounding area activities,
dining out options, tours, etc? |
YES |
2 |
2 |
3. Were phone messages, faxes, etc. delivered promptly? |
YES |
2 |
2 |
4. Were any/all requests honored on a timely basis? |
YES |
2 |
2 |
5.
Was all interaction with housekeeping done in a friendly and
professional manner? |
YES |
2 |
2 |
6.
Did any/all staff members show interest in you as a guest? |
YEs |
2 |
2 |
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Gift Shop |
Response |
Points
Available |
Points
Awarded |
1.
Name (or detailed description) of gift shop staff member: |
Paul |
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2.
Volume of business: |
Low |
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3.
Was the phone answered promptly and professionally? |
YES |
2 |
2 |
4.
Was staff member friendly and enthusiastic over the phone? |
YES |
2 |
2 |
5.
Were your questions answered accurately over the phone? |
YES |
2 |
2 |
6.
Were all guests greeted promptly? |
YES |
2 |
2 |
7.
Was your purchase rung up on the register correctly? |
YES |
2 |
2 |
8.
Was the cash register closed after every sale? |
YES |
2 |
2 |
9.
Were any guests offered assistance with their purchase? |
NO |
2 |
0 |
10.
Were you thanked after you made your purchase? |
YES |
2 |
2 |
11.
Were you given a receipt and was it correct? |
YES |
2 |
2 |
12.
Did you receive genuinely friendly service? |
YES |
2 |
2 |
13.
Were the displays clean, well stocked and attractive? |
YES |
2 |
2 |
14.
Was the exterior clean and well maintained? |
YES |
2 |
2 |
15.
Was the interior clean and well maintained? |
YES |
2 |
2 |
Gift Shop Summary
I called the gift shop at 4:40 p.m. and the phone was answered by Paul
after one ring. He answered "Gift
shop. Paul speaking." I asked how late
they were open and he advised "11:00 p.m. tonight." I thanked him and we
ended the call.
We proceeded to the gift shop at 5:00 p.m. As we
entered, Paul said hello. We leisurely looked around. While in the
store, Paul said hello to all guests as they entered. We purchased hair
spray, which I paid for with cash. Paul properly rang up our purchase.
He gave me a receipt along with the proper change.
While in the store I
noticed that Paul closed the register after our purchase. The store was
neat and orderly with a wide variety of products. Paul’s demeanor was
quiet and unobtrusive. |
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Bar |
Response |
Points
Available |
Points
Awarded |
1.
Bartender's name & description |
Carol |
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2.
Did bartender greet you promptly and with a smile? |
NO |
2 |
0 |
3.
How many minutes until the bartender greeted you? |
5 |
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4.
Were you greeted in a friendly manner? |
YES |
2 |
2 |
5.
Did the bartender introduce him/herself by name? |
NO |
2 |
0 |
6.
Did the bartender offer specific beverages? |
NO |
2 |
0 |
7.
Did the bartender offer specific appetizers or chips and salsa? |
NO |
2 |
0 |
8.
Were your beverages served within 2 minutes of being ordered? |
YES |
2 |
2 |
9.
Were all beverages served on or with a napkin? |
YES |
2 |
2 |
10.
Did the bartender offer additional beverages or refills in a timely
manner? |
NO |
2 |
0 |
11.
Did the bartender maintain a clean and tidy bar top (ashtrays emptied,
bar wiped down, trash & empty glasses/bottles removed)? |
YES |
2 |
2 |
12.
Did the bartender request payment after delivering your beverages? |
NO |
2 |
0 |
13.
Did you witness other patrons receive beverages (who
just arrived and did not start a tab) without paying cash for
them within a few minutes? |
NO |
2 |
2 |
14.
Was your transaction recorded within a few minutes after you requested
to run a tab or paid in cash? |
YES |
2 |
2 |
15.
Was your check accurate? |
YES |
2 |
2 |
16.
Was the cash drawer closed after every transaction? |
YES |
2 |
2 |
17.
If cash drawer was left open, how much time passed before it was closed? |
N/A |
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18.
Did all cash handling appear ethical? |
NO |
2 |
0 |
19. We use freepour,
so to what count were drinks being poured? |
4 |
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20. Please detail all items ordered |
2 amarettos |
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We went to the bar inside the restaurant at 10:10 p.m. Carol was
talking with some customers at the bar. She eventually ended her
conversation, waited on some customers who had been there before us, and
finally greeted us at the bar five minutes after we had arrived.
She
asked what we would like to drink and I ordered two amarettos. She
returned a minute later, placed the amarettos on napkins which were
nicely served in brandy snifters. There were bowls of a pretzel mix on
the bar.
At no time during the evening did I notice Carol refilling or
refreshing any of the bowls on the bar. We noticed all drinks were
free-poured at a four/five count.
After serving our drinks, Carol went
to the kitchen to pick up an order, served the order and then rang up
our drinks as well as the people she served before us. At that time she
placed tabs in front of each customer. The volume of business was slow
to medium.
We spent about 1 hour and 15 minutes at the bar and only
witnessed one cash transaction. A male customer placed his money on the
bar which sat for 12 minutes; however, he was still finishing his last
drink. When Carol picked up the money, she said to him
"Do you need any
change?" to which the customer replied
"No, that’s okay."
Carol then
placed the money on the register, served two more sets of customers
drinks, and then left the bar for 3 minutes to pick up a food order.
After serving that order, Carol went to the register, picked up the
cash, put some in the register and the remaining was placed under the
bar. The money had sat on the register 13 minutes before placing it in
the register.
When we were through with our drinks, we placed them on
the outside of the bar. They sat for 6 minutes before Carol noticed
them, asked if we would like another and I said I needed a pen to sign
the bill. She immediately gave me a pen. I signed our bill and left it.
Carol never thanked us or acknowledged our departure. In conclusion,
Carol appeared to have long conversations with a few customers while
ignoring the needs of others.
During dinner there was a piano player and
singer which created a more intimate environment than recorded music.
When we returned to the bar later that evening they were still
performing and seemed to be enjoyed by all patrons. |
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Full Service Restaurant |
Response |
Points
Available |
Points
Awarded |
1.
Names (or detailed description) of host/hostess & server |
Danea,
hostess; Melissa, server |
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2.
Were you greeted by a friendly, polite and professional server within
two minutes of being seated? |
NO |
2 |
0 |
3.
Was the host/hostess friendly and greet you in a polite and professional
manner? |
YES |
2 |
2 |
4.
Did your server offer specific beverages? |
NO |
2 |
0 |
5.
Did your server offer specific appetizers? |
NO |
2 |
0 |
6.
Were you informed of the daily specials? |
NO |
2 |
0 |
7.
Was your first round of beverages delivered within 2½ minutes of
being ordered? |
YES |
2 |
2 |
8.
Did your server have good knowledge of the menu? |
YES |
2 |
2 |
9.
Was your order taken in a timely manner and written down? |
YES |
2 |
2 |
10.
Were all items delivered to your table correct? |
YES |
2 |
2 |
11.
Were all items delivered to your table announced? |
YES |
2 |
2 |
12.
Did your server check back within 2 bites or 2 minutes after the
delivery of appetizers, entrees and desserts? |
YES |
2 |
2 |
13.
Did your server anticipate your needs and honor requests? |
YES |
2 |
2 |
14.
Were refills offered before beverages became ¾ empty? |
YES |
2 |
2 |
15.
Was your table's cleanliness maintained throughout your meal? Did your
server remove plate ware, glassware and trash in a timely manner? |
YES |
2 |
2 |
16.
Did your server offer specific desserts and coffee? |
NO |
2 |
0 |
17.
Did your server bring your check in a polite and professional manner? |
YES |
2 |
2 |
18.
Was your check accurate? |
YES |
2 |
2 |
19.
Was a manager visible at anytime during the course of your meal? |
NO |
2 |
0 |
20.
If a manager was visible please provide a name or detailed description |
N/A |
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21.
Were all your questions answered accurately, professionally and in a
friendly manner over the phone? |
YES |
2 |
2 |
22.
Was the music audible? |
YES |
2 |
2 |
23.
Was the temperature set at a comfortable level? |
YES |
2 |
2 |
24.
Please list all food and beverage items ordered: |
2 merlots; mozarella & tomato appetizer; 7 oz filet; Kansas City Strip; baked
potato; sweet potato |
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Full Service Restaurant Summary
After arriving at the room, I called the restaurant for dinner
reservations. The phone was answered after one ring by Danea. I asked if
reservations were available at 7:00 p.m. that evening. She asked how
many were in my party and I said two.
Danea informed me that 7:00 was
not available; however, 6:30 was available. I told her that would be
fine and she asked my name for the reservation. She thanked me and said
she would see me later that evening. Her demeanor was professional.
We
arrived at the restaurant at 6:30 p.m. and were pleasantly greeted
by Danea. I told her
we had a reservation and she asked my name. She
asked if we would like inside or out and then escorted us to our table
and presented us with menus. The table was beautifully set with white
tablecloths, cloth napkins folded and peaked at each place setting. The
napkins were clean, spot-free, fresh-smelling and absorbent. The
flatware was clean and spot-free, as well as the wine and water glasses.
Three minutes later Aunice approached the table with bread and filled
our water glasses. Five minutes after we arrived at the table, Melissa
approached, introduced herself, and asked if she could start us with
drinks.
Melissa immediately but unobtrusively removed the extra place
settings of flatware and glasses. I ordered two glasses of Merlot. She
asked if we had a brand preference and I advised we did not.
Melissa
returned three minutes later with our drinks, asked if we were ready to
order. My companion ordered the filet. Melissa asked if she wanted
anything on the side at which time my companion ordered a baked potato.
I ordered the Kansas City strip steak and a sweet potato. Melissa
thanked us for our orders but never asked if we would like appetizers or
salads. I informed her that we would like the mozzarella and tomato
appetizer. She said that if we would like they could split the appetizer
for us in the kitchen, to which we agreed.
The appetizer arrived five
minutes after ordering. It was delivered by a tall male with short brown
hair. The appetizer was nicely presented on the plates with a very tasty
vinaigrette dressing. Melissa checked back with us five minutes after
the appetizer was served.
After we were done with the appetizer, Melissa
pre-bussed our table and prepared it for arrival of the entrees. Our
meals arrived ten minutes after the appetizer (15 minutes after
ordering). They were delivered by the same male who delivered the
appetizer. Melissa also assisted in serving the meals. She asked if our
steaks were properly prepared and unobtrusively waited at the table as
we checked the steaks and assured her that they were properly cooked.
Both steaks were tender, properly cooked and nicely presented on the
plate. In addition, both potatoes were large and arrived hot, properly
cooked and appropriately garnished.
Melissa returned five minutes later
to check if there was anything else we needed and continued through our
meal checking with us about every five minutes. She allowed us to enjoy
a leisurely meal without feeling pressured or hurried.
When we were
through with our meals Melissa bussed the table and removed all crumbs
from the tablecloth. She asked if we would like to see a dessert menu
which we declined. She then said she would return with our check. Two
minutes later, Melissa presented us with our check and advised us to
take our time. There was no pen with the check and I asked Melissa for
one when she came back. She immediately provided me with a pen from her
pocket. I signed for the bill and put it on the hotel room. Five minutes
later Melissa came by, picked up our bill and thanked us.
She at no time
rushed us or pressured us to leave. We leisurely finished our drinks and
left. Melissa had a friendly and energetic demeanor. She was thorough
and professional. |
|
Deli |
Response |
Points
Available |
Points Awarded
|
1. Name (or detailed description) of deli counter staff |
Female, long
black hair |
|
|
2.
Were all staff members dressed in clean attire and project a
professional image? |
YES |
2 |
2 |
3.
Were you greeted in a prompt, friendly and professional demeanor? |
YES |
2 |
2 |
4.
Did the staff member ask you for your order in a professional manner? |
YES |
2 |
2 |
5.
Did you receive adequate timing to make a decision on what to order? |
YES |
2 |
2 |
6.
Did the staff member offer additional products in a positive manner
during your order? |
NO |
2 |
0 |
7.
Was your order correct? |
YES |
2 |
2 |
8.
Was your order rung up on the register immediately after being handed
your order? |
YES |
2 |
2 |
9.
Did all cash handling appear ethical? |
YES |
2 |
2 |
10.
Were you given the correct change and was your receipt correct? |
YES |
2 |
2 |
11.
Did the exterior (glass, windows) and interior (cases, displays, floor)
appear clean and well maintained? |
YES |
2 |
2 |
12.
Were all countertops and deli displays clean and free from towels, rags
and miscellaneous items? |
YES |
2 |
2 |
13.
Do you feel that you received a good value for your money? |
NO |
2 |
0 |
Deli Summary
We arrived at the deli at 12:00 p.m. on Sunday, November 23. There was
an African / American female with long black hair at the register. She was
wearing a nametag but the printing was too small to read.
There were 8
people in the deli at that time.
As I looked around the deli, everything
appeared neat and clean. There was no debris on the floor. The shelves
appeared to have a good variety and were fully stocked. Though this was
called a deli, the set-up was similar to a convenience store. There was
a variety of pastries available on a self-serve basis, as well as
prepared deli sandwiches, wrapped in plastic wrap, and nicely displayed
in a refrigerated case. Everything was set up on a self-service basis. I
watched three separate transactions. All were cash and appeared to be
handled properly. As I paid for my soda, she informed me of the amount
and gave me the proper change; however, she did not give me a receipt or
offer one. I asked for the receipt and was pleasantly given one by her.
Her demeanor was nice, and she was neatly dressed and well-groomed. |
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The Food |
Response
|
Points
Available |
Points Awarded
|
1.
Did the food look and taste fresh? |
YES |
2 |
2 |
2.
Was the hot food hot and the cold food cold? |
YES |
2 |
2 |
3.
Was all of your food prepared as ordered? |
YES |
2 |
2 |
4. If
an appetizer was ordered, did it arrive in a timely fashion? |
N/A |
|
|
5.
Were your entrees delivered in a timely fashion? |
YES |
2 |
2 |
6.
Was your dessert and/or coffee delivered in a timely fashion? |
N/A |
|
|
7.
Did you find the portion sizes to be adequate? |
YES |
2 |
2 |
8.
Did the food meet or exceed your expectations? |
YES |
2 |
2 |
|
Returns & Recommendations |
Response |
Points
Available |
Points Awarded |
1. Do
you feel you received a good value? |
YES |
3 |
3 |
2.
Based solely on this visit, would you return to this hotel? |
YES |
5 |
5 |
3.
Based solely on this visit would you recommend this hotel to others? |
YES |
5 |
5 |
|
Additional Comments/Observations
CONCIERGE
We approached the concierge at 10:50 a.m. on Sunday, November
23 and were pleasantly greeted by Jan. He was nicely dressed in a suit
and asked if there was anything he could do to help us. I asked him if
there was anywhere close by for jet ski or boat rentals. He gave us
directions and prices on several possibilities. He was very helpful and
informative.
SUMMARY:
In summary, the people we encountered at the front
desk, as well as the valets and bellpeople, were friendly, helpful and
had pleasant demeanors. We had a very enjoyable stay at the hotel. The
upgraded ocean view was spectacular from the eleventh floor.
The
employees at the hotel were very customer oriented. All the uniforms of
employees were neat and clean and looked professional. While up in the
room which overlooked the pool, we noticed a number of employees
routinely checking the area and cleaning debris. It was kept neat and
orderly.
As I checked out, I asked Maureen for restaurant receipts. She
did not really seem to understand what I was looking for and advised
there was a recap of all expenditures on my final bill. I would have
liked to have been presented duplicate copies of all of my restaurant
receipts which were charged to the room with detailed expenditures.
Our
entire visit, which consisted of only about 20 hours, kept us quite busy
during the evaluation in order to cover all areas that needed to be
reviewed and writing up complete evaluations and having it completed
within the deadlines required. This might be better served by a second
night in the hotel to more appropriately space the assignments. |
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