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Marina Bay Sands Hotel Singapore

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Natalie Gee

on 2 June 2014

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Transcript of Marina Bay Sands Hotel Singapore

You can market anything to make it sound like
Front Office
Customer Service
Arguing with customers

Rude employees towards customers

Staff were Lying

How to Fix these problems

Issues during their stay:
Monday, 2nd June, 2014 Hotel Evaluation
Natalie Gee - 42916790, Kate Piercy - 43570274, Rachel Edwards - 43231753, Kate Geng - 42867070
Hotel's Attributes
World Class Hotel
Waiting Time...
World class Hotel
Beautiful Views
2500 Rooms and Suites
Shopping Precinct
Celebrity Chefs
Award winning Restaurants
Convention Centre
Grand Ball room
250 Meeting Rooms
Event Plaza
Good Life
Multiple Long Waiting Times
Marina Bay Sands Hotel Singapore
the best thing ever, but you have to live up to the
expectations to keep your customers happy
The customer is always right
Training may need an update
Look carefully at the techniques when selecting new staff members
Team building activities may help with bringing trust into the team and help them to work together more
Waiting for promised champagne

Long line up in Breakfast queue

Long wait for check-in
Bad first Impression

Bad Hygiene

Room not to guests expectations

Safety Hazard

Bad smell in room
IT & Communication
How to fix the waiting time
Areas to Improve
Be accurate
Sharing information immediately and make sure all staffs understand
Misleading and Deceptive Conduct
Buy one get one free buffet voucher - misleading & deceptive nature of the offer

Afternoon tea was provided misleading comments by staffs

Paid expensive bill for breakfast that should have been included

Front Office Problems
Increased waiting time

Low Satisfaction

Refund Policies


Unacceptable Customer Service
Perfecting Housekeeping
Build a better supervisor system
Lack of communication between departments
Better training
More frequent training
Try new Products
Problems faced in the Singapore Hotel
Communication between departments (FO&HK, FO&FB)

Communication between employees

Lacking of communication will cause
Poor teamwork
Limited resources

Staff need to be aware of the proper systems put into place
Use the comment section in the computer to note important details
Maybe implement a different line up strategy
Make the lobby a more interesting and entertaining area
Allocate work evenly
More staff at front desk
Reduce perceived waiting time by decorating lobby and provide charging docks and wifi internet
Implement systems in a better way
Ensure all vouchers are put into the system
Teach all employees standardised ways and procedures to complete when solving a problem
Ways to Improve
Ways to Improve
Introduce different techniques into the work place
Training for the technic
Ensure all staffs know how to effectively use the system
Providing user guide
Daily meeting within the department
Weekly meeting between departments
Company intranet site
Plan external events
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Any Questions???
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