R WAYS

TUESDAY • 29 OCTOBER • 2024

B A C K TO B A S I C S
Saf ety and secur i ty are part of all ambassadors’ jobs. You are all
r esponsi ble f or taking an active role in protecting guests and their
belongi ngs, ensuring that guests are staying in a safe environment.

What does PII stand for? In what ways can you protect a guest’s PII?

If a guest comes to you frantically sayi ng his wallet is missing and he

hasn’t lef t the hotel since having it with him at the restaurant last
ni ght, how wi ll you respond?

It i s extr emely i mportant to keep all guests’ personal information

conf i denti al to avoid identity theft and for their personal safety.

BE SAFE

GET
SOCIAL

MARRIOTT PROPRIETARY & CONFIDENTIAL INFORMATION

 S P O T L I G HT
T R WAYS
TUESDAY • 29 OCTOBER • 2024

• Nasi Putih
• Ayam Betutu
• Sate Lilit Ayam
• Tempe, Kacang, & Ikan Asin
• Lawar Nangka & Kacang
Panjang
• Salak

Link to R Kubu Satisfaction Form

SPOTLIGHT R WAYS
TUESDAY • 29 OCTOBER • 2024
 SPOTLIGHT R WAYS
TUESDAY • 29 OCTOBER • 2024

TODAY!
SPOTLIGHT R WAYS
TUESDAY • 29 OCTOBER • 2024

TODAY!
 DLZ CORNER R WAYS
TUESDAY • 29 OCTOBER • 2024

Congratulations All DLZ Top 10! Our Property Rank

Let’s Gear Up!

Data taken on 28 Oct 2024 at 08.29 PM

SPOTLIGHT R WAYS
TUESDAY • 29 OCTOBER • 2024
HR CALENDAR R WAYS
TUESDAY • 29 OCTOBER • 2024
PROMOTIONS R WAYS
TUESDAY • 29 OCTOBER • 2024
R ACTIVITIES & THE TREE HOUSE
ACTIVITIES
R WAYS
TUESDAY • 29 OCTOBER • 2024
 R WAYS
TUESDAY • 29 OCTOBER • 2024

SUNGAI WATCH DONATION

Month Yesterday Donation MTD DONATION

October IDR 65.550 IDR 4.816.719

PROPERTY MARRIOTT BONVOY ENROLLMENT

Enrollment Goal Enrollment GOAL
Yesterday Enrollment MTD Var to MTD YTD Var to YTD
Full Year 2024 October 2024

9.086 946 17 447 499 6340 2746

MBV Occ Goal MBV Goal Occ Var to MTD Var to YTD
Yesterday MBV Occ MTD MBV Occ YTD MBV Occ
Full Year 2024 October 2024 MBV Occ MBV Occ

75.0% 94.0% 95.7% 88.7% - 5.3% 88.37% + 13.37%

Today Target
Date Number Arrival Member Non member Enrolled Enroll opportunity
Enrollment

28th October 40 7 33 17 4 18

RENAISSANCE HOTELS HOLDING CONFIDENTIAL PROPRIETARY INFORMATION

 R WAYS
TUESDAY • 29 OCTOBER • 2024

PROPERTY UPSELL REPORT

Month GOAL Yesterday Upsell MTD Remaining GOAL

Room IDR 130.000.000 IDR 1.797.500 IDR 127.025.000 IDR 2.975.000

October
Elevate IDR 370.000.000 IDR 1.000.000 IDR 169.390.000 IDR 200.610.000

GROUP/EVENT IN HOUSE

Name of Event Venue Time Pax

Market Visit Meeting with Pak Sanders Pandawa 09.00 – 14.00 14

Bed Bugs Refresher Training by Ecolab - Session 1 No CB Dreamland + Padang Padang 13:00 – 15.00 45

Bed Bugs Refresher Training by Ecolab - Session 2 No CB Dreamland + Padang Padang 15.00 – 17.00 45

RENAISSANCE HOTELS HOLDING CONFIDENTIAL PROPRIETARY INFORMATION

 R WAYS
TUESDAY • 29 OCTOBER • 2024

PROJECT OF THE DAY

Name of Project Venue Time

- - -

UTILITIES CONSUMPTION

28th October 2024

ELECTRICITY GAS WATER TOTAL

UNIT 20,056 79.10 175.1

COST IDR 23,233,473 IDR 1,131,119 IDR 2,172,050 IDR 26,536,641

 GUEST VOICE R WAYS
TUESDAY • 29 OCTOBER • 2024

No. 2 of 37 Hotel at Ungasan

Trip Advisor Ranking
No. 275 of 3127 Hotel in Bali

Medallia 81 of 191 Form

Last Month
Key Parameters GOAL MTD MTD Rank YTD YTD Rank
Score

Intend to Recommend Property 77.2 80.0 72.8 32/47 76.5 25/47

Food & Beverage 74.4 69.8 67.6 27/47 68.9 28/47

Cleanliness 86.0 84.0 89.6 12/47 82.0 20/47

Staff Service 89.5 87.2 89.6 10/47 87.4 11/47

Maintenance & Upkeep 76.7 74.6 80.8 18/47 77.7 18/47

Elite Appreciation 80.0 83.0 75.0 32/47 79.9 23/47

Fitness Center Satisfaction 67.7 - 77.4 26/46 65.4 38/46

Pool Satisfaction 85.5 - 87.3 2/10 83.5 3/10

Spa Satisfaction 85.7 - 78.3 11/20 74.8 17/23

Brand Promise Delivery N/A - 68.1 26/47 66.7 29/47

RENAISSANCE HOTELS HOLDING CONFIDENTIAL PROPRIETARY INFORMATION

 GUEST VOICE/TRIP ADVISOR
COMMENT
R WAYS
TUESDAY • 29 OCTOBER • 2024

Room
Name Check In Check Out Guest Comment Source Response Date Score
Number

Kollavachr
2910 20 October 2024 25 October 2024 - Medalia 27 October 2024 8/10
Therdwikrant

Overall Comment
I like the lobby. :)
Phuoc Bui Luke 2612 20 October 2024 25 October 2024 Reason for Brand Question Rating Medalia 27 October 2024 10/10
Quite a bit far from beaches

Jean Luc Muhire 5407 21 October 2024 25 October 2024 - Medalia 27 October 2024 10/10

Overall Comment
Really lovely hotel.
20 minutes into Uluwatu bars and restaurant and beaches
however the hotel offers a few dining options which were all excellent.
Michelle Jane
5606 18 October 2024 23 October 2024 We had our young granddaughter with us who enjoyed the pool and kids Medalia 28 October 2024 10/10
Hartley club activities.
The best part of this hotel is the staff, they were all so friendly and eager to
help.
Reason for Brand Question Rating
Will definitely stay again
Social: Comment
Great hotel.
Staff excellent and food good quality
Great Stay 5606 18 October 2024 23 October 2024 Topics: Marriott 28 October 2024 5/5
Staff - Staff Professionalism - Staff Overall
Subject
Lovely hotel

RENAISSANCE HOTELS HOLDING CONFIDENTIAL PROPRIETARY INFORMATION

 EVENT R WAYS
COMMENT TUESDAY • 29 OCTOBER • 2024

Room
Name Check In Check Out Guest Comment Source Response Date Score
Number

- - - - - - - -

RENAISSANCE HOTELS HOLDING CONFIDENTIAL PROPRIETARY INFORMATION

 GUEST VOICE/TRIP ADVISOR
MENTION
R WAYS
TUESDAY • 29 OCTOBER • 2024

RENAISSANCE HOTELS HOLDING CONFIDENTIAL PROPRIETARY INFORMATION

 GUEST VOICE/TRIP ADVISOR
MENTION
R WAYS
TUESDAY • 29 OCTOBER • 2024

Ambassador Name Department Medallia Trip Advisor Total

Oky Styling 1 1
Riyan Styling 1 1
Amani BNF 1 1
Ade BNF 1 1
Titi Wedding 1 1
Agik BNF 1 1
Melisa Wedding 2 2
Ayu Trisna BNF 3 3
Kristy BNF 2 2
Ardi BNF 3 3
Malik BNF 1 1
Nadia BNF 1 1
Jasmine Front Office 1 1
Rosa Front Office 2 2
Fino BNF 1 1
Frendy Front Office 1 1

RENAISSANCE HOTELS HOLDING CONFIDENTIAL PROPRIETARY INFORMATION

 ON THE BOOK R WAYS
TUESDAY • 29 OCTOBER • 2024

28 October 29 October 30 October 31 October 01 November 02 November 03 November 04 November

Day/Date
Monday Tuesday Wednesday Thursday Friday Saturday Sunday Monday

Ttl. Room Occ. 92 92 85 100 133 155 85 114

Ttl. Room % 44.23% 44.23% 40.86% 48.07% 63.94% 74.51% 40.86% 54.80%

Ttl. Room Pay 89 89 84 100 133 155 85 114

Ttl. Room Pay % 42.78% 42.78% 40.38% 48.07% 63.94% 74.51% 40.86% 54.80%

Arrivals 40 23 20 46 71 41 27 54

Departures 53 23 27 31 38 19 97 25

MARRIOTT BONVOY ELITE MEMBER LONG STAYING GUEST REN DUTY THIS WEEKEND LEADERS INCHARGE
ARRIVAL AND IN-HOUSE

ARRIVAL IN-HOUSE LONG STAYING

DEPT AM PM ON
7 Nights
Ambassador Elite (X5) Ambassador Elite (X5) High Paying Guest 5509 – Alexander Louise Fetch
- - - 5606 - Mitchell Allan Mclean
Titanium Elite (X4) Titanium Elite (X4) VIP
6218 - Earl Charles Woodenberg
1708 – Nicole Swain B&F SUMAR KENDRAN REY
3430 – Christophe Ruettimann 4523 – Andrew Kang 3427 – Mohd Khair H A Bibars
5605 – Feiko Boerstra 4128 – David Roland (DO) 8 Nights
3429 – Brian Bowley 6311 - Shaun David 5415 – Michael Scholz
Platinum Elite (P6) 4524 - Carl Steven Corbel Cunningham (DO) 5501 - Georgia Anne Greaves
5604 – Gabriel Ilesiu 4129 – Sebastien Quadri 6217 - Samuel Puji Syafaat
Gold Elite (X1) Platinum Elite (P6)
(DO)
2707 - Maiana Cristina
9 Nights
4128 – David Roland
CUL DEDI ERIK GUS BEN
1706 – Sisko Rondonuwu 6218 - Earl Charles Assmann
Woodenberg 2914 - Rahma Mohammed Y 11 Nights
Silver Elite (M1) 5602 – Penny Peng (DO) Aboud 4407 – Orakarn Napavejavij
- 1708 – Swain Nicole
Gold Elite (X1) 5501 - Georgia Anne Greaves 14 Nights
MARIA PASSA
High Paying 3326 – Marko Zakarija 2812 – Seif Shehabeldin 2913 – Theodora Ann Lau LP KARTIKA HENDRA EDY
- 5503 – Oscar Ceretti Shahin
5505 – Simone Giani 1606 – Sandra Gina King 22 Nights INSPECTION
Long Staying 1709 - Thu Yen Tran 2913 – Theodora Ann lau 3429 – Brian Bowley
2716 – Claudia Franco 5410 – Riccardo Galbusera 2907 – Tan Yi Hang Yihang
2811 - Lai Kieran Jun Yi Lai (DO) 38 Nights
VIP 5313 – Irajwaint Kaur Auljla 2616 – David Charis Suteja 4523 – Andrew Kang ENG SUDI NGAKAN ADHIT
6309 – Taha Hacisalihoglu 1609 – Dora Zaray Koppan
4517 – Lin Shumin Silver Elite (M1)
1605 – Du Trudy 5414 – Alexander Cuthbert
4318 – David Gardiner 4407 – Orakarn Napavejavij
4519 – Isma Nur Fitria
5610 – Arman Chahal
6117 - Michael Allen Quigley
2904 – Jasmine Bahuguna
2506 – Daniel Melgajero
N/A FO SIMON ALDI DODY

STY HERO SUGITA RIKA

RENAISSANCE HOTELS HOLDING CONFIDENTAL PROPRIETARY INFORMATION

 ELITE MEMBER AND VIP INHOUSE R WAYS
TUESDAY • 29 OCTOBER • 2024

Sebastien
Carl Steven Earl Charles Irajwaint Orakarn
Brian Bowley Quadri Oscar Ceretti Simone Giani David Roland
Corbel Kaur Auljla Napavejavij
-P6-
-X4- -X4- -X4- -X1- -X4-
-X4- #6218 -X1- -M1-
#3430 #4129 #5503 #5505 #4128
#4524 #5313 #4407
SOUTH
AUSTRALIA SWITZERLAN ITALY ITALY GERMANY
FRANCE AFRICA ITALY USA
Preferences : D Preference: Preference: Preferences :
Preference: Preferences : Preferences : Preferences :
N/A Preference: N/A N/A N/A
N/A N/A N/A N/A
N/A

Seif
Jasmine Daniel Georgia Anne Marko Riccardo Alexander
Penny Peng Andrew Kang Shehabeldin
Bahuguna Melgajero Greaves Zakarija Galbusera Cuthbert
Shahin
-P6- -X4-
-M1- -M1- -VIP- -X1- -X1- -M1-
#5602 #4523 -VIP-
#2904 #2506 #5501 #3326 #5410 #5414
#2812
USA USA
INDIA USA AUSTRALIA UK ITALY UK
Preferences : Preferences : UEA
Preferences : Preferences : Preferences : Preferences : Preferences : Preferences :
N/A N/A Preferences :
N/A N/A N/A N/A N/A N/A
N/A
 ELITE MEMBER AND VIP INHOUSE R WAYS
TUESDAY • 29 OCTOBER • 2024

Lai Kieran Sandra Gina Theodora Tan Yi Hang David Charis Shaun David Dora Zaray
Jun Yi Lai King Ann lau Yihang Suteja Cunningham Koppan

-X1- -VIP- -VIP- -VIP- -VIP- -VIP- -VIP-

#2811 #1606 #2913 #2907 #2616 #6311 #1609

SINGAPORE AUSTRALIA SINGAPORE MALAYSIA INDONESIA AUSTRALIA HUNGARY

Preferences : Preferences : Preferences : Preferences : Preferences : Preferences : Preferences :
N/A N/A N/A N/A N/A N/A N/A

Maiana Rahma
Samuel Puji Mohd Khair H Michael Allen
Cristina Mohammed Y
Syafaat A Bibars Quigley
Assmann Aboud
-VIP-
-VIP- -VIP- -M1-
-X1- #2914
#6217 #3427 #6117
#2707
SAUDI
INDONESIA JORDANIA USA
BRAZIL ARABIA
Preferences : Preferences : Preferences :
Preferences : Preferences :
N/A N/A N/A
N/A N/A
 LONG STAYING GUEST R WAYS
TUESDAY • 29 OCTOBER • 2024

Theodora Orakarn Alexander

Lena Kaptain Andrew Kang David Roland Brian Bowley
Ann Lau Napavejavij Louise Fetch
-Y1- -X4- -VIP- -X4-
-Y1- -M1- -Y1-
#1708 #4523 #4128 #3329
#2913 #4407 #5509
AUSTRALIA USA JAPAN AUSTRALIA
SINGAPORE USA AUSTRALIA
7 Nights 38 Nights 9 Nights 22 Nights
14 Nights 11 Nights 7 Nights

Earl Charles
Michael Georgia Anne Mitchell Allan
Woodenberg
Scholz Greaves Mclean
-P6-
-Y1- -Y1- -Y1-
#6218
#5415 #5501 #5606
SOUTH
DENMARK AUSTRALIA AUSTRALIA
AFRICA
7 Nights 8 Nights 7 Nights
7 Nights

RENAISSANCE HOTELS HOLDING CONFIDENTIAL PROPRIETARY INFORMATION

 REPEATER GUEST ARRIVAL R WAYS
TUESDAY • 29 OCTOBER • 2024

Feiko Boerstra

-X4-
#5605

NETHERLAND
Preferences :
N/A

RENAISSANCE HOTELS HOLDING CONFIDENTIAL PROPRIETARY INFORMATION

 GUEST IN HOUSE BIRTHDAY R WAYS
TUESDAY • 29 OCTOBER • 2024

N/A

RENAISSANCE HOTELS HOLDING CONFIDENTIAL PROPRIETARY INFORMATION

 GXP REPORT – NEW CASE R WAYS
TUESDAY • 29 OCTOBER • 2024
Follow
Case Case Contact Check In Check Out Marriott Date/Time Resolution
Case Number Location Description Resolution Notes Cost Status Up
Subtype Name Date Date Bonvoy Opened Reason
Status
Gxp Clay Craft 28/10/24
3426 - Ms. Liebregts, Kim Theodorus
Case :
Action :
Ms. Liebregts and her partner came to cc for having dinner, they ordered :
Server listen to the guest and do apologize immediately. And offer to have new one as their
1x Gold Angus Rib Eye
Restaurant Kim previously request however guest refused since they have a reservation at spa. They mention
10/29/2024 1x Gold Tenderloin Angus Apology; Comp 1st
Service Theodorus 622548220 3426 10/27/2024 11/1/2024 Member everything was fine just worry she can't finish the rib eye, the steak was tasty and they got the Closed
1:18 AM 1x Pro Wolf Blass Chardonnay Glass other F&B GXP
Problem Liebregts food very fast. As a good gesture we took out the drink ( Pro Wine Wolf Blass Chardonnay
1x Pro Wolf Blass Shiraz Glass
Glass ) from the bill.
Guest thanked us and appreciate the action.
However when the food was served it was 2 rib eye, and guest asked about
which one is the tenderloin. Server make sure the order once again and turn
out they ordered 1x rib eye & 1x tenderloin, server was wrong punch the
order.
Action:
28/10/24 - 3PM
Tiffany communicated with FO team. Tried to offer Eng team to check the room however
Part of Sandra King Group
guest wanted to move. We prepared #1706 for them. Once room ready, we deliver the key to
Room Odor 10/28/2024 Case: 1st
Alison Leahy 622524822 1610 10/28/2024 11/3/2024 guest. After keys delivered, guest back to lobby to return the key of #1706 and decided to Closed
Bad Smell 11:49 PM GXP
cancel move room. She said the smell is gone for now and prefer to stay at deluxe ocean
On behalf of guest #1610, Mr. Bowley reported to Tiffany that room #1610
terrace. They love the terrace. Further assistance offered, However, they mentioned it's good
has bad smell.
for now and thanked for the action.

4128 Action:
Mr. David Roland X4 DM sympathized with the situation. DM mentioned that we do have a doctor in house that will
Case: be available on the next day at 10.00 am and offered a transportation to the Hospital if the
situation is urgent. Mr. Roland decided to let us know by the following day whether he needs
Wellness DAVID Titanium 10/28/2024 Comp other 3rd
622514802 4128 10/22/2024 10/31/2024 Guest approached Widyas FDA at 9.10 PM and would like to have a a doctor on call or transport to Hospital as his son is actually better after the painkiller he Closed
Check ROLAND Elite 11:13 PM F&B GXP
conversation specifically with Aldi DM. DM approached Mr. Roland. He gave. DM then entertained them with 2 cocktails at R-bar to comfort them as they are very
informed that his son was having an earache. He worried about the air worried of his son. DM also contacted Nurse Ari in advance regarding of the situation to be
pressure and probably will affected his son because they will have a flight ready once he needs our assistance.
back on 31/10. Mr Roland thanked us for the attention and action.

4521 Action:
DM politely mentioned to Mr. Marek that we don?t have any authority to provide direct
Mr. Marek Osiecki, medicine to our guest. DM informed and suggested him that we do have doctor inhouse to
Case: check his partner (Ms. Sylwia) condition and provide a proper medicine. Dm also offered to
Wellness 10/28/2024 2nd
Marek Osiecki 622509903 4521 10/26/2024 10/29/2024 drop him to the closest pharmacy. However, he politely refused the alternative and will Closed
Check 10:56 PM GXP
At 16.30 PM DM met the guest at Clay Craft during his lunch after reported by approach closest pharmacy on his way to airport. DM offered to provide anything to make his
Rahayu. He requested to have painkiller for his partner (Ms Sylwia). He partner (ms. Sylwia) feel better. He thanked us for solutions and actions but he again politely
mentioned that his partner is on Period and probably needs additional refused as he stated his partner (Ms. Sylwia) meanwhile was having a rest.
painkiller as he will flight back by tonight. DM then ensure that we are at his service and to let us know for further assist

GXP 4318 - Mr. Alief Prasetya

Expedia - US
28/10/24 -1pm
FD apologized for the noise occurring during the guest's stay and assured the guest that we
Noise 10/28/2024 1st
Alief Prasetya 622507373 4318 10/26/2024 10/28/2024 Member Guest checked out with FD and provided feedback regarding their stay. The Apology would inform our team to investigate these issues. Closed
Complaint 10:47 PM GXP
guest mentioned that the room was too noisy, often due to the sound of chair However, the guest stated that, overall, their stay and the staff service were excellent.
or table movements either from above or nearby. The guest also reported
upon check-out that at 1 AM the previous night, there was noise in front of the
room, he stated the noise possibly from the housekeeping cart.

28/10/2024 - 9 PM
4521 - Mr. Marek Osiecki
Issue:

Guest came to navigator desk to check out early since he has a midnight
10/28/2024 Resolution: Navigator already sent the invoice automatically through his email without 1st
Folio Request Marek Osiecki 622505363 4521 10/26/2024 10/29/2024 flight. He was supposed to check out on 29 Oct based on the system. Guest Closed
10:40 PM changing the company name. DM has been notified regarding this matter GXP
asked to print the invoice with the company name that he has filled in when
he made a reservation through booking.com. Navigator informed him that we
are not allowed to change the detail of the invoice manually based on his
request. Guest was upset since we can't fulfill his request. Guest then left to
catch a flight.
Action:
DTS sincerely apologized for the inconvenience and immediately inform engineering to
Sink Leaking
checked the room. After Eng Team and DM checked they found that the washbasin base was
4.00 PM - 28 october 2024
cracking and there was pressure from above. At the same time guest come to Front desk and
5313 - Ms. Aujla
Irajwaint Kaur 10/28/2024 reported that the sink in the room was leaking. Front desk apologized for the inconvenience 1st
Sink Leaking 622473258 5313 10/28/2024 10/30/2024 Gold Elite Canada - Meta Ta Cec Ca Apology Open
Aujla 8:52 PM and the guest asked to move to wing 3. As a good gesture front desk suggested to move to GXP
Case :
room 3425. However, after they return from outside at 8.30 PM, DM showing the room #3425
but guest refused to move and would like to take a rest in the previous room as they were
At 4.00 PM the guest called DTS and complaint that the sink was leaking.
exhausted. #3425 still blocked as OS incase guest decide to move on the next day.
Morning leader please courtesy.
Total Count 13
RENAISSANCE HOTELS HOLDING CONFIDENTIAL PROPRIETARY INFORMATION
 GXP REPORT – NEW CASE R WAYS
TUESDAY • 29 OCTOBER • 2024
Follow
Case Case Contact Check In Check Out Marriott Date/Time Resolution
Case Number Location Description Resolution Notes Cost Status Up
Subtype Name Date Date Bonvoy Opened Reason
Status
28 October 2024 at 4.25 PM Resolution :
United Arab Emirates - B.com Standart Intan asked what had happened to him. Mr. Hasan mentioned that his wife had vomited this
Wellness 10/28/2024 5407 - Wellness check afternoon. Intan showed empathy and offered a doctor however guest refused since they 1st
Meera Ahmad 622444423 5407 10/25/2024 10/28/2024 Member Closed
Check 6:29 PM were going to check out, and the guest was going to a pharmacy nearby. Intan offered a Taxi GXP
Situation : and the guest agreed with that.
The guest called DTS and asked for wheelchair. The guest appreciated the help.
28 October 2024 at 4.22 PM
Australia - Summer Holiday M.com Resolution :
Minibar GEORGIA 5501 - The minibar is broken and needs repairs Intan courtesy the guest to make sure and asked for permission to check the minibar. The
10/28/2024 1st
Broken Needs ANNE 622444225 5501 10/26/2024 11/3/2024 Member Completed guest agreed, and Intan informed Pak Mona to check the minibar. After checking, the minibar Open
6:28 PM GXP
Repair GREAVES Issue : was not cold enough, as a gesture, the ENG team set up another single minibar in the room.
DTS got information from IRD, the guest from room 5501 reported that the The guest was not in the room at that time. Intan notified the guest by WhatsApp.
minibar was not cold.
GXP 2906 - Door lock battery low
Action:
on 28 October 2024 DTS immediately courtesy the guest, but there is no answer, DTS also chat the guest by the
Door lock JULIANA 10/28/2024 Apology; WhatsApp and at 4.46 PM the reply and give permission to change the battery. The guest 1st
622434746 2906 10/24/2024 10/29/2024 Member Open
battery low LEAL CONTE 5:27 PM Completed also mention that she is outside the hotel and will come back at 8.30 PM. During DTS asked GXP
for the permission, LP team already fixed the issue directly with DM as witness.
At 3.16 PM DTS got informed from LP that the door lock in room 2906 is low DTS courtesy the guest through WhatsApp and still waiting the guest response
battery and ask if the guest want to change the battery.
Date:28 okt 2024
Time 11:45
Action:
Room:5608
Adit approach the guest asking the about her condition, guest said fine event she still can
Injury on Platinum 10/28/2024 Name: Ms.Huang 1st
Miaode Peng 622417305 5608 10/27/2024 10/29/2024 Completed stand and walking, suggested guest to do stretching for first aid guest agree and feel much Closed
Property Elite 3:57 PM GXP
better. Provide mineral water to make guest feel more better.
Case:
Guest back to pool for swim again. Guest appreciate and thanks for helping.
Guest inform to recreation attendant (farhan), that he had calve cramps after
aquarobic activity.
Action:
GXP 6218 - Electrical Outlet Problem
DTS immediately informs Pak Mona Engineering to check the electric in the room. At 11.29
on 28 October 2024
AM Pak Mona checked the electricity and met the guest and explained the electric is normal.
Electrical South Africa
Earl Charles Platinum 10/28/2024 The guest understood and said maybe the charger was broken. DTS also courtesy the guest 1st
Outlet 622397287 6218 10/26/2024 11/2/2024 Completed Closed
Woodenberg Elite 2:26 PM by WhatsApp and politely explain the electricity is normal. The guest asked about where he GXP
Problem At 10.47 AM Riyan Bellman called DTS and informed the guest in room 6218
could buy an iPhone chable. DTS suggests several electronic shops nearest from the hotel to
that the electricity in the room is weak because he charge his phone and take
the guest.
to long time about 10 hours to charging.
The guest understood and appreciated
GXP Claycraf
28 Oct 2024
Action :
2804 - Ms. Mandy Edelaine Sampoerno
Hostess immediately apologized and offer to get a new one. However she humbled refuse the
Mandy offer. Hostess ask permission to take out the food. Hostess passed the information to the chef
10/28/2024 Subtype : Food Quality 1st
Food Quality Edelaine 622381854 2804 10/27/2024 10/28/2024 Completed in-charge ( chef Dedi and chef Puja). After a while chef Puja approach the guest, do Closed
12:48 PM GXP
Sampoerno apologized and give a special avocado toasted as complimentary. And offer to have
Ms. Mandy had breakfast with her friend. In the middle of her breakfast she
something else but guest humbled refuse.
raise her hand. Hostess approach her and offer assistance. She found
Guest appreciated the action and continued her breakfast.
something strange (a piece of fiber) on the food (ikan goreng sambal dabu-
dabu)
Total Count 13

RENAISSANCE HOTELS HOLDING CONFIDENTIAL PROPRIETARY INFORMATION

 GXP REPORT – UPDATE CASE R WAYS
TUESDAY • 29 OCTOBER • 2024
Case
Case Case Check In Check Out Marriott Date/Time Resolution Follow
Contact Location Description Resolution Notes Update
Subtype Number Date Date Bonvoy Opened Reason up by
Name

Gxp Room 3426

Mr Liebregts
Action : Agung approach the guest and
offer assistance but the guest refused,
Case : Guest had dinner at double Ikat and Update on 28 October 2024
Asper Eka bartender incharge we bring
order 1x bintang and 1x Two Island Sparkling Courtesy them at breakfast. So far enjoying their stay
Restaurant them another sparkling wine that they
Kim Chardonay for the drinks and breakfast was beautiful. She loves to drink
Beverage 10/27/2024 can try. We presented the Wolf blass
Theodorus 622176599 3426 10/27/2024 11/1/2024 Member Upon the wine served, guest tasted first and Completed sparkling wine and order mimosa. Today they will go Wahyu
Quality 9:40 PM bilyara sparkling , guest apprentice our
Liebregts said that the wine is flat and no bubble. Server to beach club. Suggested some beach club they will
Complaint action and said that wine is better. As a
did apologize and offer her to have the new think about it. Offering further assistant they still
gesture we remove the wine from the
one. Guest agree. A few momment, when we enjoying their breakfast at that time.
bill. Guest thanked for the
served the new wine (opened new bottle) but
complimentary
the guest still feel that flat. But she is fine and
still want to have that wine.

Action:
DTS explains that medicine will need a
doctor's prescription. DTS then offers
the guest a doctor on call, and the
4523 - Mr. Andrew Kang (X4)
guest agrees. DTS informs the doctor
USA - Direct Booking Update on 28 October 2024
of the inquiry to MHC, and the doctor
Doctor On Call Met mr Andrew partner, asking about mr Andrew
will arrive in 1 hour.
condition she mention still recovering after injection
Doctor On Mr. Andrew Titanium 10/28/2024 At 03.59, the doctor arrived at the hotel
622290732 4523 9/23/2024 10/31/2024 Case: Completed and medicine given. Offering breakfast to the room or Wahyu
Call Kang Elite 5:12 AM and was escorted to the room by
further assistant she texted mr Andrew and inform he
Bellman.
Mr. Andrew called DTS at 03.02 AM to inform doesn’t need anything at that time. He will let us know
The doctor checked Mr. Kang's
them that he has stomach pain and needs incase need an assistant.
condition and gave several medicines
medicine.
and injections to the guest. Morning
team, please help to courtesy the
guest.

Action : DTS made a sincere apology

then informed engineering and duty
manager. At 1:36 PM, engineering
Case on 27 October 2024 team already fixed the issue by
Weekend Package-M.com - Australia changing the grouting and sent
Sink Shaun David 10/27/2024
622106219 6311 10/26/2024 10/29/2024 Member Mrs. Tjitra called DTS at 12:54 PM and Apology housekeeping team for clean up the
Leaking Cunningham 3:28 PM
reported the sink was leaking and needed project. Due to the guest not in the
someone to check and fix the issue room at the moment, DTS courtesy the
guest through the WhatsApp and offer Update on 28 October 2024
further assistance, the guest Courtesy the guest at breakfast. Apologize for the
appreciate for the action inconvenience for the room and make sure if
everyting is already fixed. Guest said all fixed. Today Simon
Action : DTS made a sincere apology they will have spa treatment at The Spa. Tomorrow
and informed the issue to engineering the will move to Nusa Dua. Requested late check out
and duty manager. At 10:24 AM the and we confirm for the late check out
engineering already fixed the issue by
Case on 27 October 2024
changing the switch lamp at in the
Light Weekend Package-M.com - Australia
Shaun David 10/27/2024 Apology; wardrobe. DTS courtesy the guest at
Switch 622099044 6311 10/26/2024 10/29/2024 Member Mrs. Tjitra called DTS at 10:14 AM and
Cunningham 3:06 PM Completed 12 :35 PM and offered for the further
Problem informed the light in the wardrobe still turn on,
assistance. Mrs. Tjitra said the lamp is
even they already closed the door.
fixed already and requested extra
vanity kit. Mrs. Tjitra very impressed
about iur service to handle everything
so fast

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