1. Module 4 Good hotel,but compared to what? Team D: Anna Cheng Anson Yao Nathan Qian Susanna Lv Penny Ying

2. 1.All around lack of upkeep and maintenance 2.Room is not available at 2pm, then upsell 3.No common sense: arrange disabled room for healthy guest 4.Check-in process takes 30 minutes. 5.The drink in bar lack of variety with bad quality. 6.Charge more for minibar upon C/O. 7.Doorman services guest with racial discrimination. Question 1 The things that went wrong in this arrival /departure experience

3. Question2 Assuming the position of FOM of this hotel,prepare an ACTION PLAN going to improve the shortcomings we listed inQuestion 1 1.GRO should pay more attention to public area, ensure hotel facilities are in good order.(eg.inform HSKP and engineer to check the defective decoration,painting,changing broken products,keeping maintenance should be carried out timely.) 2.Coordinate with HSKP, ensure there are sufficient of different standard rooms are available after 2pm.If the room category guest booked is not availble when guest C/I in the after noon or even later, we should free upgrade for guest instead of upsell. 3.Communicate with relevant department and pass guests' feedback to them timely.

4. 4.Back to Basics Training -Room assignment training. (eg. assign room according to guest's preferences.) -Check-in & Check-out procedures.(eg. GHM and Rooms Trainer should conduct C/I & C/O SOP training frequently, and then monitor on it.) -Shangri-la Experience. (eg. Implement refresher training of Shangri-la Experience for all FO staff, especially Chief Concierge must monitor on luggage service.)

5. Question3 Based on our teams output inQuestion2,list down our specific action items according to priorities from highest to lowest why does our team set the priorities this way?

6. why does our team set the priorities this way?

7. Q&A

8. Thank you MO4 Team D Anna, Anson,Nathan, Susanna,Penny