This Certificate is awarded to

Ahmed Khalil

from

Majestic Arjaan by Rotana

Congratulations on a 96% performance!

You receive this certificate in recognition of your commitment to excellence.

2016-03-28

/ Europe / Middle East / The Americas / Asia Pacific /

$$$[qpb.ifh-worldwide.com3177746160328021022]$$$

BAHMAR - 1/6

Rotana- Reservation Experience-1

BAHMAR - Majestic Arjaan by Rotana, Muharraq, Manama, 2016-03

Survey Score

0%

10%

20%

30%

40%50%

60%

70%

80%

90%

100%

95.83%

Section Summary

Current

100.00%

100.00%

90.91%

95.83%

Scored Missing Previous: Previous Survey (2016-03)

Copyright © 2009 Report Generated: 2016-03-28 10:10

The Process

Sales Initatives

Guest Experience

TOTAL

100.00%

100.00%

90.91% 9.09%

95.83% 4.17%

BAHMAR - 2/6

Rotana- Reservation Experience-1

Reservation

Location: BAHMAR - Majestic Arjaan by Rotana - Muharraq, Manama, MU

Date: 2016-03-28

Time: 15:49

Survey Total: 95.83% (23 / 24)

General Information (0 / 0)

Were you able to reach an employee? Yes No (Decline Call) 0/0

Time of call 15:49:00

Employee evaluated: Ahmed Khalil

Arrival Date 2016-04-21

Number of nights 3

Pseudoname of booker Ayesha

Name of guest Edward Andrew

Company of guest N/A

Number of rings 2

Time of rings 00:00:05

Number of Transfers 2

Time on hold 00:00:20

Talk Time 00:12:47

Confirmation number 804969

Rooms and Rates offered Classic Studio: First Night BD 70 plus fees per room per night,:Second and third nights: BD 69 plus fees per room per night, Classic One Bed Room Suite: First night BD 75 plus fees per room per night:Second and third nights: BD 65 plus fees per room per night,

The Process 100.00% (8 / 8)

1. Was the call answered within three rings? N/A Yes No 1/1

2. Was the correct greeting used? (Greeting of the day, name of the employee, hotel/department name and offer of assistance- the greeting should be genuinely welcoming not rushed)

N/A Yes No 1/1

3. Were probing questions asked? i.e. Have you stayed with Rotana before? May I ask the purpose of the visit? or What brings you (or back) to …..(Dubai, Abu Dhabi…)?

N/A Yes No 1/1

4. Were details required to propose a rate obtained prior to the rate being given? (Arrival & departure dates, number of pax, identify the source of booking, unique Identifier etc)

N/A Yes No 1/1

5. Were relevant process/policies explained? (Cancellation policy, check in - check out times etc) N/A Yes No 1/1

6. Was the booking recapped? N/A Yes No 1/1

7. Was the call completed in an appropriate time frame based on the conversation?(Efficient call) N/A Yes No 1/1

8. Was the guest thanked for the call/booking and a welcoming phrase used at the end of the call? N/A Yes No 1/1

Sales Initatives 100.00% (5 / 5)

1/1

BAHMAR - 3/6

9. Was there an attempt to upsell, stating 2 room types and 2 rates? N/A Yes No

10. Was the value for the upsell category highlighted as per guest's needs? N/A Yes No 1/1

11. Did the employee focus on the needs of the client during the sale?(referring to the information already provided by the guest)

N/A Yes No 1/1

12. Was the attempt to secure the booking at the correct time? N/A Yes No

Caller asked for the room directly.

1/1

13. Based on guest needs were additional sales opportunities explored? N/A Yes No 1/1

14. Was there an effort made to convert the inquiry into booking? N/A

Guest Experience 90.91% (10 / 11)

15. Were you valued and thanked for being a repeat/ loyalty guest? N/A

16. Did the agent display genuine interest in winning the business? N/A Yes No

It is appreciated that the agent enhanced the higher room presentation with a personal recommendation; furthermore, the agent could reinforce/compliment the choice of the caller as the caller proactively asked for the standard room.

1/1

17. Did the agent display genuine interest in overcoming any objections in converting the sale? N/A

18. Was the conversation personalized using the guest name appropriately but not over used? (no over use of Sir/Madam)

N/A Yes No 1/1

19. After closing the sale, was the rapport maintained till the end of the call? N/A Yes No 1/1

20. Did you feel you were the focus of the conversation? N/A Yes No 1/1

21. Did you feel you were given undivided attention through active listening? N/A Yes No 1/1

22. Did you feel the agent could make a connection with you during the conversation? N/A Yes No

It is appreciated that agent assessed the guest needs and customized the offer accordingly; however, it is advisable to allow enough time for the caller to engage in the conversation and give feedback about the information provided.

0/1

23. Was the agent friendly and sound happy while serving you? ( a smiling voice) N/A Yes No 1/1

24. Did you feel the agent demonstrated commitment? N/A Yes No 1/1

25. Was the language clear and easy to understand? (correct language and clarity of speech) N/A Yes No 1/1

26. Did the agent give alternatives and not use direct negative or trade jargons? N/A Yes No 1/1

27. Did you feel well served? N/A Yes No

This call was made from Dubai for a business booking for one adult.

1/1

Survey Total: 95.83% (23 / 24)

BAHMAR - 4/6

Rotana- Reservation Experience-1

BAHMAR - Majestic Arjaan by Rotana, Muharraq, Manama, 2016-03

Attention Areas

Missing / Possible

Guest Experience 6 / 45

The Process 2 / 26

Improving your performance on these sections would increase your score for this visit by 4.17%, giving you a total of 100.00%.

Improving your performance on these sections would increase your overall score for the last 4 visits* by 8.89%, giving you a total of 99.47%.

* Last 4 visits: 2016-03 March#4, 2016-03 March#3, 2016-03 March#2, 2016-03 March#12016-03 March#1, 2016-03 March#2, 2016-03 March#3, 2016-03 March#4

The sections displayed above are those for which you received only partial or no credit, and which most

negatively impact your overall score. Focusing your attention on these critical areas in the future will help increase your overall scores.

Copyright © 2009 Report Generated: 2016-03-28 10:10

BAHMAR - 5/6

1959 KB

2016-03-28 15-49-40 MAJESTIC ARJAAN RESERVATIONS - AHMED.mp3

BAHMAR - 6/6