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Htt://www.apqc.org. American Productivity and Quality Centre (1999). What is best practice?
Global Competitiveness: Proceedings of Academy of International Business Southeast Asia Regional Conference, 20–3 June: 31–6.
Htt: //www./cabr.com.retrievedin8/6/2010
www.ilo.org) .Human resources development, employment and globalization in the hotel, catering and tourism sector
(International Labour Office Geneva ,15/1109.
http://www.informaworld.com ). Kuldeep Singh a Indian Institute of Management, Indore.
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The effect of human resources practices on firm performance in India,.10/11/09
(www.tourism.gov.in).
1
Dear Guest,
Please help this questionnaire to be of high validity, it is for the academic
study purpose for the award of the degree of Doctor of philosophy in hotel
industry, so your opinions are valuable to us, and thank you for answer the
questions. We committed to improve hotel service and your valued feed back is
appreciated
1.
Return /Recommend Excellent Good Average Below
Average
Poor
a. Your likeliness to stay and/or
recommend this hotel palace for
a similar purpose in this city?
2. Quality of Staff Service /Attitude
a. Attentive and welcoming
throughout your stay
B Staff polite & hospitality
friendliness, courtesy &
responsiveness
c. Language skills
d. Concentration and listening
accuracy and hast
e. Knowledge of staff in answering
your questions
f. Efficiency of staff
g. Personal hygiene
h. Flexible and seaminess in
responding to your needs
3. Problem resolution (If you had a
problem)
a. If you reported any problem, how
satisfied are you with the
resolution?
b. How satisfied were you with the
promptness of resolution?
c. How satisfied were you with the
resolution itself?
d. Problems were due to (Check all
that apply) Facilities
Policy/
Proced
ures
Staff Service/
Attitude
Othe
rs
2
4. Arrival
a. Upon arrival, warm and friendly
welcome
b. Easy of reservation process
c. Efficiency and professionalism of
the check-in process & speed
d. Staff Altitudes
e. Arrival (Luggage handling,
door/bell staff assistance)
f. Accuracy of room charges
g. Did you fell your business was
appreciated?
h. Ability of the staff to anticipate
your needs
5. Food and Beverage
a. Timeliness of Service
b. Varity of food menu
c. Accuracy of order
d. Restaurants environment
e. Quality of food and beverage
f. Overall the three meals
experience
g. Waiters/waitresses effectively
h. Quality of Presentation
i. Courtesy of Service
6. Room service
a. Cleanliness of room
b. Order delivered in time promised
c. Accuracy of order
d. Quality of food
e. Quality of Presentation
f. Courtesy of service
7. Guest room
a. Over all guest room quality
b. Room equipments and furniture’s
c. Room décor
d. Comfort
e. Heating /cooling within room
f. Bathroom amenities
g. Condition of room facilities
3
8. Public areas
a. Overall hotel environment
b. Cleanliness
c. Quality of shopping service
d. Appearance
e. Noise and pollution
9. Quality of services
a. Overall
b. Reservation formalities
c. Meeting facilities
d. Front desk
e. Telephone operator
f. Mail/Message Desk
g. Executive lounge
h. Laundry and dry cleaning service
i. Housekeeping service timely and
efficiently
j. Business centre (Tel & Fax MSG)
k. Conference /Banquet
l. Health club
m Spa & Fitness
n. Security and safety in the hotel
o. Room service order taker
p. Valet parking
10. Over Rating
a. Over all impressions
b. Your overall staying experience
c. Over all quality of the hotel
facilities
d. Keynote speakers
e. Over all ambiance or environment
of the hotel
f. Overall hotel view and
appearance
g. Modernity & New Technology
h. Overall value for the price paid
4
Reservations
1. How was your reservation made?
Hotel directly A travel Agent
Sales Department Hotel web site
Leading Hotels of the world Other
2. Compared with same class hotels how would you rate the hotel pattee?
less comparable Comparable Superior
Thanking you
5
Taiz city -Yemen
Lotus Temple Delhi India
6
IB
& Al-Mukalla Cities –Yemen
7
Haidar Abad Charminar & Obera Hote l and resort l -Jaipor _India