1. CUSTOMER CARE

2. ? Cosa è A chi è rivolto Cosa si deve fare

3. chi lo fa come si fa

4. best western practice

8. ----- Original Message ----- From: Russell Thomas To: cappellodoro.bg@bestwestern.it Sent: Monday, January 28, 2008 10:41 AM Subject: MY welcome letter. Thank you for my welcome letter upon arrival into room 157 where I will stay until Tuesday of this week….. I am writingto you now from your free WIFI, thank you….. I very respectfully offer an alternative message in English for future guests and I do so without any actual or implied criticism as your English is much, much better than my Italian…… PROPOSAL: Dear Mr. Russell, It is a pleasure to receive you once more as our appreciated guest and we are proud to be of service to you again. On the 14th of January we have improved our service by opening “CILLIN Bar & Relax” This area is open from 5:00p.m. to 12:00p.m. each day. This facility compliments the restaurant facilities which will, of course, remain at your service from 7:30 each evening and at lunchtimes. (add times???) The CHILLIN lounge area is reserved for our guests and is situated just off the reception area where we can offer you light meals and refreshments as well as free WIFI access whilst you are with us. To gain access to this service you will need a “user name” and “password” which are available at reception. We wish you a comfortable and convenient stay at the Hotel Cappello d-Oro. Signed: The Management Team and all Staff Members.

9. _____________________________________________ From: Kong, David Sent: venerdì 5 settembre 2008 18.59 To: MacDonald, Suzi Yoder; Johnston, Raymond Cc: Bertulio, Sonia; Manzi, Giovanna Subject: RE: BW Premier Cappello d'Oro - Bergamo I sent him a hand written note the day I returned. He must not yet have received it. We had a wonderful time there. The hotel is great and the staff is fabulous. They are very helpful and certainly possess the "I Care" attitude. We arrived late, and they kept the bar and restaurant open for us. The dinner was also fantastic. The food, the wine and the service made it a memorable experience. We enjoyed our stay very much, thanks to their hospitality. As Ray would say - BRAVO!! Bergamo is a great city and prior to us going there, we didn't fully comprehend its significance and its beauty. I have already been an apostle spreading good words about the city. Warmest regards, David Kong