8/14/2019 Mangrove Notes 9Dec09

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Perceptions Rectification Result Required

SALES & MARKETINGWebsite out of Date by 2 yrs - still showing 2007 Event details Update immediately - IT Department? or at property level?

Add Events i.e. Christmas/New Years Eve/Bands etc.

Hotel Reputation is severly damaged hence no local support Bring back the locals - Lower the price of drinks - currently $8 for a

which is the mainstay during the Wet Season standard spirit/ $15.50 for cocktails/$ for a middie of Full strength beer

Introduce theme days & offer specials to suit i.e. Tradie Thursdays/Frock Fridays

Singles Saturday/Sunday Sessions - bouncy castle for kids/Varied Entertainment etc.

Cheap Meal deals i.e $10 pasta/curry/fishnchips including a beer or house wine

Locals Accommodation Specials including dining options/bubbly on arrival etc.

 Target Kimberley/Pilbara residents & mine workers

Provide extra F&B facilities and Toilet Facilities when hosting large concerts

Rapport with Wholesalers tarnished -complaints that the whole resort isRefurbish rooms & bars and re-establish good relations with agents & wholesalers especia

& prefer to use newer properties or fully refurbed properties Broome & the Kimberley Holidays/Best of the Kimberley Holidays/ etc

A Local wholesaler stated the property is a Joke within the local industry

PERSONNEL Personal presentation of staff must be improved - Implement grooming policy immediatel

Numerous Complaints on Trip Advisor.com - poor customer service/ Dramatically improve Customer Service levels in all departments

cleanliness/maintenance Motivate & provide adequate Training for all staff in all departments

Staff are surly, disintererested and unhelpful They should not have a job here with if they have such attitudes

FUNCTIONS/WEDDINGSLocal Wedding Co-ordinator commented the last wedding held in Augu Co-ordination and Commmunication from Functions Manager & F&B Manager down to

was an absolute shambles. Totally disorganized & not set up in time front line staff is imperative

Alcohol order was not correct, staff morale very low & those on duty weFunctions Manager should be on hand to ensure the function runs smoothly

aware of the set up - major lack of communication & supervision at theRefurb Function Rooms - chipped paint, dirty furntiure etc.

resulted in a Major complaint from Bride and Groom & refusal by the C Re-establish the rapport & instill confidence again with local wedding company

use the Venue in future for weddings

TIDES & PALMS BAR Tides Not open on Friday night - maximum 50 Pax inside and on deck Best Location in Broome for Friday after work drinks - see "Bring back the Locals" above

Band playing to about 20 pax - was not advertised in gig guide Ensure advertising is current & it is worth providing live entertainment alternatively provide music/sp

Glass Entry doors dirty - handprints First impressions count - Educate bar staff to clean when not busy if no PA cleaner on duty

No coasters on tables - bad condensation from drinks Acquire coasters from liquor suppliers

White plastic Deck Furniture grotty and wobbly Requires replacement with modern outdoor furniture

Shade Umbrellas need cleaning Pressure clean by maintenance

 Tiles need scrubbing outside floor area - black mould Arrange tile scrubbing - cleaning contractor

Rubbish on hill looking down from deck needs to be cleaned up Request gardener/maintenance to include in dutiesOutside toilets very grotty and old - only 2 cubicles in each Require immediate refurbishment

Inside Bar smells like a stale Public Bar Contractor to Clean carpets & curtains

Daily Specials not explained when seated in Restaurant/Wine out of stoImprove Staff Training/Stock control

8/14/2019 Mangrove Notes 9Dec09

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QUESTIONS NOTES

What are the immediate plans for upgrading/refurbing the Mangrove?

When is this forecast to happen?

Copy of the current budget?

Sales & Marketing Strategy?

Can I have a copy of the consultants recent report?

Financial Reporting Methods

Monthly?

Weekly?

Daily?

Food & Beverage Department - What are the capabilities of the current

F&B Manager ? How long has he been in place? Copies of previous P&L reports?

Is he the nominated Manager on the Liquor Licencee for the property?

Chef/Cooks?

Functions Co-Ordinator/Events Organiser?

Salaries/Wages?

Accommodation Package?