ACTIVITIES RELATED TO
QUALITY ASSURANCE & SERVICE STANDARDS
HOUSEKEEPING (PUBLIC AREAS ATTENTIVENESS)
A-MYSTERY GUEST SHOPPER : RENE BALIN
DATA AND FINDINGS :
Lobby men’s toilet behind the Kings Bar missing toilet roll holders and coat hooks on the inside of the stalls
Request for bathrobe and slippers; after 3 calls to H/keeping and Front Desk nothing arrived in last 3 hours starting at 10:30 am to 1:30. At 1:45 all was brought to the room incl a flower vase with fresh cut flowers to make up for the long waiting period
B-MYSTERY GUEST SHOPPER : MR. HEINER GELLENBERG
housekeeping trolleys in bad shape / fellahs tent needs more attention with regards to the leaves falling offall walk-way illuminators need daily cleaning
THEIFT INCIDENT :
A-MYSTERY GUEST SHOPPER : RENE BALIN
Description : I left some cash (Egyptian Pounds) near the closet while I left the room
DATA AND FINDINGS :
When I returned nothing was touched by the room attendant while she
was cleaning the room
SHOPS AND SERVICES :
A-MYSTERY GUEST SHOPPER : RENE BALIN
DATA AND FINDINGS :
The new shopping arcade in the new lobby has 5 shops and the bank counter.
The hallway in front of the shops is free of clutter at this point
B-MYSTERY GUEST SHOPPER : MR. HEINER GELLENBERG
DATA AND FINDINGS :
good selection of all services including branch of egyptian national bank up to 11 pm
CHECKING FOR GUEST PRIVACY / SECURITY
A-MYSTERY GUEST SHOPPER : RENE BALIN
Task: Request replacement of guest room card
DATA AND FINDINGS :
Replacement room card was issued at the Front Desk without any ID or personal questions
High security risk factor
NAME TAGS
A-MYSTERY GUEST SHOPPER : RENE BALIN
DATA AND FINDINGS :
Bellmen in the lobby do not wear name tags
Most other team members do have their name tags
B-MYSTERY GUEST SHOPPER : MR. HEINER GELLENBERG
DATA AND FINDINGS :
Policy in place
MANAGER-ON-DUTY DESK
A-MYSTERY GUEST SHOPPER : RENE BALIN
DATA AND FINDINGS :
This desk was never occupied during the stay. There is no phone or PMS terminal on the
Desk. Most hotels have this function very active to assist all guests as you would expect.
The Guest Relations Manager Hussain is mostly in the lobby or sitting with the guest but
not at this desk
When I requested to reserve La Fleur Restaurant for dinner the GSA Ahmed at the Front
Desk only gave me phone to advise the Restaurant myself. No Concierge services offered
B-MYSTERY GUEST SHOPPER : MR. HEINER GELLENBERG
DATA AND FINDINGS :
Photo and name of manager on duty at the front desk
SAFETY STANDARDS AROUND THE POOL AREA
A-MYSTERY GUEST SHOPPER : RENE BALIN
DATA AND FINDINGS :
Life guards/pool attendants were present at the Infinity Pool and quiet pool during
the opening hours
SPECIAL ASSIGNMENTS
TICKET CONFIRMATION :
A-MYSTERY GUEST SHOPPER : RENE BALIN
DATA AND FINDINGS :
On the 11/13/2010 I asked the Guest Relations Manager Hussain to reconfirm my flight
About 30 min later he returned with the information required to the bungalow and gave me a professional impression how he handled the request
B-MYSTERY GUEST SHOPPER : MR. HEINER GELLENBERG
DATA AND FINDINGS :
Front desk assisted well in trying to change our flight
ROOM CHANGE REQUEST :
A-MYSTERY GUEST SHOPPER : RENE BALIN
DATA AND FINDINGS :
Note) due to high occupancy we were not able to change rooms
B-MYSTERY GUEST SHOPPER : MR. HEINER GELLENBERG
DATA AND FINDINGS :
Note) due to high occupancy we were not able to change rooms
CALLED RECEPTION TO CHANGE US $ 10.00 TO LOCAL CURRENCY :
A-MYSTERY GUEST SHOPPER : RENE BALIN
DATA AND FINDINGS :
I was advised to go the lobby bank counter in the shopping arcade. They do not exchange
money at the Front Desk including Egyptian Pounds to smaller bills
But collected cash when we arrived 3 days ago? Why is this cash not used to keep a float
at the Front Desk?
B-MYSTERY GUEST SHOPPER : MR. HEINER GELLENBERG
DATA AND FINDINGS :
Service provided by Egyptian national bank branch 7 days a week from 9 am to 11 pm
WAKEUP CALL
A-MYSTERY GUEST SHOPPER : RENE BALIN
DATA AND FINDINGS :
Called placed at 11PM on 11/14/2010 for 8am wake up call. The request was repeated and confirmed by GSA
On 11/15/2010 no wakeup call was received at 8 AM and not even a late call by 8:15 AM
The negative result on the important wakeup call could have some major consequences
such as missing my flight back to Europe or other important appointments
LAUNDRY SERVICE
A-MYSTERY GUEST SHOPPER : RENE BALIN
DATA AND FINDINGS :
Called the laundry service department at 8:30AM and the pick-up was at 8:50AM
By Mohamed
He gave me an exchange laundry bag on a coat hanger which is a very unusual system
in operations at the JV Luxor for many years
Laundry was returned in an open wicker basket and placed on the bed with the order
sheet with nothing missing. The quality of the dry cleaning was not first class and
just acceptable
B-MYSTERY GUEST SHOPPER : MR. HEINER GELLENBERG
DATA AND FINDINGS :
Laundry pick up was requested on November 13th at 12:00 pm.
Laundry extension has no system in place to recognize room number or guest name upon calling. Laundry was pick up within 10 minutes and returned according to policy (next day).
Once delivery attendee left and although properly listed on the guest and hotel count, i have noticed that one shirt was missing.
Upon calling the operator, he knew already which color the shirt had and returned it within a few minutes. upon inquiring why this had happened, he gestured hi did not know!
HOUSEKEEPING REQUEST
A-MYSTERY GUEST SHOPPER : RENE BALIN
Task: I ordered a bathrobe and slippers
First call: 11:40 am delivery: 2pm
DATA AND FINDINGS :
Housekeeping no reply in the department. Operator gave me the Front Desk to request what I needed
The Operator did not offer her assistance to take care of my requests
It’s now 1:15 pm and nothing has arrived even after 2 reminder calls
At 2pm the HK Supervisor arrived with the big smile and 2 bathrobes as well as flowers.
He advised that the slippers will come from the store room in the afternoon.
They were sent by 3:30 PM
Since the hotel has both items in stock it should have gone much faster but I assume that
this order was just forgotten
HOUSEKEEPING “vacant rooms” REPORT ?
A-MYSTERY GUEST SHOPPER : RENE BALIN
DATA AND FINDINGS :
I was not able to get this report from the maid cart, will try again on the 3rd day of the stay
Checked the maid cart but nothing which is similar to the vacant room report
MEETING ROOMS
A-MYSTERY GUEST SHOPPER : RENE BALIN
ON 11/13/2010 at 11:30 AM/< I CALLED TO RESERVE A MEETING ROOM FOR 4 PAX WITH COFFEE BREAK FOR THE SAME DAY
AT 2 PM
asked at Operator : Operator connected me to the
Front desk
Operator did accept Reservation : no
Operator did refer to Reservation : No, she referred me to the GSA
Ahmed
DATA AND FINDINGS :
GSA Mohamd advised me that he has to call the F&B Department and will call me back
within a few minutes
11:50 am not call back so far from the GSA
At 1:15 pm I reminded Ahmed at the desk about my request. He called back to advise me
to talk to the Kings Bar men in the lobby and he will make some arrangements for this
meeting. Charges he was not informed about any rates for this arrangement.
My overall impression of this experience was not very positive since this could have been
a very important meeting for a guest of the hotel and nothing was prepared since the
F&B office was busy as Ahmed told me
PUBLIC AREAS
ENGINEERING AND HOUSEKEEPING DEFECTS
A-MYSTERY GUEST SHOPPER : MR. RENE BALIN
1 ) Main Entrance (Front) :
The main entrance Hotel signage is missing at this point ( I found the signage on the
old Lobby entrance but it was never moved to the new entrance)
New lobby entrance is ready but with some building material from the renovations
seen in front of the entrance
Left side to the main entrance door you see an old and not well maintained shoe
polish stand. This unit does not fit anymore the new lobby design
Main Lobby ceiling lights; about 10% are not working or broken lights
2 ) Front Left Side of Building :
The left side has again some building materials next to the building
3) Front Right of Building (lobby building) :
This side of the building is clear of any material and is presentable
4 ) Main Hotel Lobby / Reception Area :
House phones; I was advised to go to the business center to call a guest. There are no house phones in the lobby
Bellmen at the main entrance do not war name tags and the understanding of English is not very strong
5 ) Lobby Area (next to the business center) : ( photos)
At this point the hotel offers only one meeting room in the new lobby next to the
Business Center
6 ) Main Lobby Public Rest Room: ( photos)
>see comments below for the other public rest rooms<
7 ) Pool Area (Towel Stand / Storage) : ( photos)
The Infinity family pool towel stand is located in a separate small counter
of the activities building next to the family pool
The towels at quiet pool next to the JV Restaurant/Terrace are distributed by the
pool attendants
14 ) Library Area (Hallway ) :
The business center offers some books for the guest but the presentation is
very simple
15 ) Hallways and Service / Exit Doors
No Hallways with the exception of the new Lobby area with hallways to the
Shops and the Business Center/meeting room
16 ) Public Rest Room:
>see comments below for the other public rest rooms<
17 ) Executive Lounge (Public Areas) : ( Photos)
Not part of the hotel service as a full resort property
18) Energy Conservation;
No energy conservation is in place in the present hotel. The future extension
is supposed to have the master energy door card control but I was not able to
see this installation. The only model room was occupied
19) Landscape
Landscaping; the extensive areas around the Bungalow complexes area in much better condition than the JV Pensinsula Sharm. One has to keep in mind that most areas do not have the automatic irrigation in place and all is done manually daily
B-MYSTERY GUEST SHOPPER : MR. HEINER GELLENBERG
DATA AND FINDINGS :
Every day at 4:45 am in the morning, all outside lights are turned off. sunrise does not start until 5:30 am, which leaves a window of 45 minutes in total darkness in the villa areas.
Guests going to breakfast at 5:00 am, use flash lights to orient themselves
fire extinguisher in public areas – all description in Arabic / worn pool table equipmentsupport of pool table in bad shape, needs repainting
back of the old reception area – poorly covered in high traffic guest area - without sign of apology / fountain ‘out of order’ without sign of apology
Maintenance work during opening hours (13:15) at the entrance of hall of sobek / South side of property - construction in plain view of functioning guest area without cover or sign of apology
Ice cream parlor lit and unorganized during the night in high traffic guest area
GUEST ROOMS
ENGINEERING AND HOUSEKEEPING DEFECTS
A-MYSTERY GUEST SHOPPER : MR.RENE BALIN
1) Room # ( Rene Balin/ Heiner Gellenberg ) :
See Room & HK Section
FOOD AND BEVERAGE
ENGINEERING AND MANAGEMENT DEFECTS
MYSTERY GUEST SHOPPER : MR. RENE BALIN & MR. HEINER GELLENBERG
1 ) Pool Side Bar : (photos)
See FB sections
2 ) Pool Terrace & Bar : ( photos)
See FB sections
3 ) La Fleur
See FB sections
4 ) Jolie Ville Restaurant
See FB sections
5 ) Schehrazade
See FB sections
6 ) Kings Bar & Lounge
See FB sections
7 ) Fellah Tent
See FB sections
8 ) Pool Terrace Bar
See FB sections
9 ) Zigolini Restaurant
See FB sections
PUBLIC REST ROOMS
MYSTERY GUEST SHOPPER : MR. RENE BALIN & MR. HEINER GELLENBERG
Lobby Public Rest Room : DATE 11/13/2010 at 3 PM
The new lobby rest rooms next to the Kings Bar have not been completed
on the men’s side. No toilet roll holders and coat/jacket hooks inside the
stalls.
F&B Rest Room (Hall of Sobek) 11/14/2010 DATE at 1:10 PM
The men’s side was ok but not part of the renovations
3
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JOLIE VILLE KINGS ISLAND, LUXOR