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Marina Bay Sands Hotel Singapore
Transcript of Marina Bay Sands Hotel Singapore
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
World Class Hotel
World class Hotel
2500 Rooms and Suites
Award winning Restaurants
Grand Ball room
250 Meeting Rooms
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
Room not to guests expectations
Bad smell in room
IT & Communication
How to fix the waiting time
Areas to Improve
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
Unacceptable Customer Service
Build a better supervisor system
Lack of communication between departments
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
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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