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Efforts of staff in making stay authentic & enriching – Score 88.8 (Impact 1.07)

Key Priorities

Root Causes Action Plan Action By Target Completion

Date

Actual Completion

Date

Status Remarks

“In the Know” arrival experience.

Various touch-points, surrounding the guests’ arrival experience, have been overlooked.

Conduct “In the Know” training for EuropCar drivers, Airport Representatives and Bell Service staff. Review various touch-points and brainstorm on ideas to enhance concept of “authentic & enriching”.

Training Manager /

Head Concierge

30 April 2011 and to be

continuously on-going.

On-going.

Conduct follow-up training, within the month, to check on progress and gather feedback from staff.

Enhance “In the Know” experience in food & beverage outlets.

Various touch-points, surrounding food & beverage experience, have been overlooked.

Food & Beverage staff to increase interaction with guests and suggest “In the Know” dishes from the buffet; at the same time giving a brief description of the Filipino dish that is being suggested or offered.

Director of Food &

Beverage / Assistant Director of

Food & Beverage / Restaurant Managers

31 March 2011 and to

be continuously

on-going.

On-going.

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Efforts of staff in making stay authentic & enriching – Score 88.8 (Impact 1.07)

Key Priorities

Root Causes Action Plan Action By Target Completion

Date

Actual Completion

Date

Status Remarks

Sharing of In the Know knowledge to all hotel employees, particularly the front-liners.

Some employees lack the knowledge and confidence to be able to make In the Know suggestions to guests.

Complete the database / portfolio of In the Know frequently asked questions regarding tourist destinations, dining and shopping options. This information will then be cascaded to all front-liners during daily briefings and departmental meetings.

Head Concierge /

Training Manager

30 April 2011 On-going.

Head Concierge to present new In the Know suggestions to all employees during the Winning Ways (town hall) celebrations in order for employees to acquire additional knowledge.

Head Concierge

31 March 2011 and to

be continuously

on-going.

Follow-up, with games and activities, on succeeding town hall celebrations.