GSQ Report - Nov.

2013
1
Question
Overall Satisfaction
Likelihood to Return to this hotel
Likelihood to Recommend this hotel
RESERVATION: Ease of Booking this hotel stay
OVERALL: Overall Rate Experience of this hotel
OVERALL: Overall Service Condition of this hotel
OVERALL: Overall Physical Condition of this hotel
ARRIVAL: Speed and Efficiency of Check-in
ARRIVAL: Overall Check In Experience
STAFF: Responsiveness of staff in fulfilling your equests
STAFF: Genuine, caring attitude
STAFF: Knowledge of staff
STAFF: English Speaking Skills
STAFF: Efforts of staff in making your stay comfortable
STAFF: Attitude of security staff
STAFF: security service experience
ROOM: Cleanliness of Guest Room
ROOM: Comfort of Bed and Pillow
ROOM: Comfort of Sofa, Furniture etc.
ROOM: Condition of Electronic devices
ROOM: Quality of kitchen utensil
ROOM: Quality of bathroom amenities
ROOM: Speed of Internet
ROOM: Quality of TV Channel
Village: Cleanliness of public area
Village: Beauty of landscape
Village: Feeling of safety and security inside the village
F&B: Breakfast - Food Quality
F&B: Breakfast - Service
F&B: Western Menu - Food Quality
F&B: Japanese Menu - Food Quality
F&B: Korean Menu - Food Quality
F&B: Chinese Menu - Food Quality
F&B: Vietnamese Menu - Food Quality
F&B: Service Quality
F&B: Atmosphere at Restaurant
F&B: Other food and drink experience
Sports Facility: Hygiene

101- 102- 102- 102206 101 103 301

3
3
3
3

3
3
2
2
2
2
3
2
1
1
1
1
1
3
1
2
3
2
2
1
2
2
3
3
2
2
2
2
3

4
4
5
5
4
4
4
4
4
4
4
4
3
4
4
4
4
3
3
4
3
4
4
4
5
4
5
4
4
3
3
4
3
3
4
5
4
5

2
2
2
4
2
2
2

4
4
4
2
4
2
3
4
4
2
2
3
3
1
1
3
3
3
3
3
3
2
3
3
3
3
3
3
2

3
4
2
4
3
3
4
3
4
2
4
3
3
3
4
3
4
3
3
2
2
1
2
3
3
3
2
3
3
3
2
2
2
3
3
2
3

Sports Facility: Quality of equipment & Machine

Sports Facility: Service Quality
Mini Mart: Quality of selling products
Mini Mart: Variety of selling products
VALUE: Value for Money Paid

2
3
4
2
1

4
4
4
4
4

2
3
2
1
2

2
3
2
1
2

10

11

12

13

14

15

16

17

18

19

20

102- 103- 103- 103- 103- 103- 103- 104- 104- 104- 104- 104- 104- 105- 106- 106304 101 201 301 302 401 404 203 205 206 304 402 403 301 104 402
5
5
3
3
3
3
5
5
4
4
3
4
4
3
5
4
4
3
4
4
3
2
3
3
4
5
3
4
4
4

3
3
3

4
5
5

4
4
4
4
4
4
4
4
4
4
4
4
4
4
3
4
4
4
3
4
4
4
4
4
4

4
4
4
4
4

4
4
4
3
3
3
3
3
3
4
4
3
3
4
4
3
4
3
2
2
3
1
3
3
3
3
3
3
3
3
3
3
3
4
3
3
3

4
4
4
3
4
4
4
4
4
5
5
5
4
4
4
5
3
3
4
3
4
3
4
4
4
5
4
4
4
4
4

4
3
4
4

4
4
4
4
4
3
4
4
4
5
4
4
5
5
4
4
4
2
3
3
1
1
3
3
5
4
5
3
3
3
3
3
5
3
3
3

4
5
5
5
5
5
3
4
4
5
5
4
3
4
4
5
4
5
5
3
4
3
2
3
4
4
5
4
4
4
3
4
4
4
4
5
4
4

5
5
5
5
5
4
5
5
5
5
4
4
2
5
5
5
5
2
4
1
2
3
3
5
5
5
5
5
5
5

4
4
4
5

4
4
4
5
5
4
5
5
5
5
5
4
3
4
3
4
5
5
4
4
5
4
3
3
5
4
4
4
4
3
4
4
3
4
4
4
4
4

4
5
5
5
5
5
5
5
5
4
5
4
4
4
3
4
4
2
3
2
3
3
3
3
4
4
4
5
5
4
4
4
3
4
4
4
4
4

3
4
4
3
3
4
4
4
4
4
4
3
4
4
4
4
4
4
4
3
3
4
4
4
4
3
3
4
4
4
3
3
3
3
4

4
4
4
4
4
5
5
4
4
5
4
4
4
4
4
3
4
3
3
3
3
3
1
3
4
4
5
3
3
4
4
4
4
4
5
4
4
4

4
4
3
4
3
4
5
4
3
4
4
4
2
4
4
3
4
2
3
4
2
3
4
3

4
4
2
3
4
2
4
3
4
4
2

4
4
4
3
4
4
4

4
3
4
3
4
2
3
4
4
2
3
2
2
2
4
4
4
4
3
3
3
3
3
3
3
4
4
3

4
5
5
4
5
5
5
5
5
5
5
5
3
4
5
1
5
4
4
3
2
5
2
3
5
5
5
5
4
5
5
5
5
5
1
5
5
5

5
5
5
4
4
4
5
5
4
4
4
4
4
4
4
5
5
5
5
5
5
5
5
4
4
4
4
4
4
4
4
4
4
4
4
4
5

4
4
4
4
4
4
4
4
4
4
4
4
4
5
4
4
5
5
5
4
4
4
3
3
4
4
4
4
4
4
4
4
4
4
4
4
4
4

4
2
4

4
4
4
3
4

3
3
3
2
3

4
4
4
4

1
5
3
3
3

3
3
5
4
5

5
5
5
3
4

5
5
4
4
4

3
4
4
2
3

4
4
4
4
4

2
4
2
4
3

3
4
3
3
4

3
3
3
3
3

5
5
4
4
3

5
5
4
4
4

4
4
4
4
4

21

22

23

24

25

26

27

28

29

30

107- 108- 108- 108- 108- 109- 109- 109- 109- 109303 103 205 304 305 201 301 302 306 401
4
4
4
3
3
3
3
3
3
3
3
3
3
3
3
3
4
3
3
3
3
3
3
3
3
3
3
3
3
3
3
3
3
3
3
3
3
2

4
4
4
4
4
4
4
3
3
4
4
3
4
4
3
4
4
1
4
4
3
3
3
4
4
4
4
4
3
3
3
4
3
3
4
4
4
4

3
3
3
4
3
4
3
3
3
4
4
4
3
5
4
4
4
1
2
4
3
3
4
2
3
3
4
3
2
3
3
3
3
3
3
2
2
4

5
4
4
4
4
4

4
4
4
4
4
5
4
4
4
4
4
4
3
4
3
4
4
4
3
3
3
3
3
3
4
3
4
4
4
4
4
4
3
4
4
4
4
4

3
3
3
3
3
3
3
3
3
4
4
4
4
4
4
2
4
4
3
3
3
2
1
2
3
3
3
1
3
3
3
3
3
3
3
3
3
3

3
4
4
4
5
4
4
4
4
4
4
4
3
4
2
1
5
2
4
3
4
4
3
4
4
4
4
5
5

3
3
3

3
3
3
2
2
3
1
2
3
3
4
4
4
4
4
4
4
4
4
4
3
3

5
5
5
4
5
5
5
5
5
5
5
5
4
5
5
5
5
4
4
4
5
5
5
5
5
5
5
5
5
5
5
5

5
5
5

5
5
5
5
5
5
5
5
5
5
5
4
5
5
4
5
5
5
3
3
5
4
3
4
5
5
4
5
4
4
4
4
4
5
5
5
5

Nov. 12

YTD

78.6
73.5
74.2
83.0
66.5
69.4
66.3
70.3
66.9
73.5
71.6
71.0
60.0
76.0
65.2
65.5
76.1
63.3
65.8
56.8
61.3
62.0
50.3
55.5
68.4
68.4
74.2
72.0
69.7
68.3
62.8
76.7
60.8
66.4
68.0
63.9
69.7
70.0

78.6
73.5
74.2
83.0
66.5
69.4
66.3
70.3
66.9
73.5
71.6
71.0
60.0
76.0
65.2
65.5
76.1
63.3
65.8
56.8
61.3
62.0
50.3
55.5
68.4
68.4
74.2
72.0
69.7
68.3
62.8
76.7
60.8
66.4
68.0
63.9
69.7
70.0

Goal 2013

2
3
2
2
2

4
4
4
3
4

3
3
3
3

4
3
3
3
3

3
3
3
3
3

4
4
4
4
3

3
3
2
2
2

4
5
5
5
5

5
5
5
5
4

63.4
72.0
66.5
58.7
60.6

63.4
72.0
66.5
58.7
60.6

vs Goal
78.6
73.5
74.2
83.0
66.5
69.4
66.3
70.3
66.9
73.5
71.6
71.0
60.0
76.0
65.2
65.5
76.1
63.3
65.8
56.8
61.3
62.0
50.3
55.5
68.4
68.4
74.2
72.0
69.7
68.3
62.8
76.7
60.8
66.4
68.0
63.9
69.7
70.0

2012
80.7
82.6
82.6
83.7
80.0
83.8
80.0
84.1
84.1
85.8
85.2
83.9
81.9
86.0
80.6
84.8
85.8
82.0
78.7
74.8
69.3
75.3
61.3
63.9
86.5
87.1
84.5
75.3
80.6
74.5
76.6
72.5
71.2
70.4
78.0
72.9
73.8
76.7

vs 2012
-2.1
-9.0
-8.4
-0.7
-13.5
-14.4
-13.8
-13.8
-17.2
-12.3
-13.5
-12.9
-21.9
-10.0
-15.5
-19.3
-9.7
-18.7
-12.9
-18.1
-8.0
-13.3
-11.0
-8.4
-18.1
-18.7
-10.3
-3.3
-11.0
-6.2
-13.8
4.2
-10.4
-4.0
-10.0
-9.0
-4.1
-6.7

63.4
72.0
66.5
58.7
60.6

66.9
76.7
74.2
65.2
71.6

-3.4
-4.7
-7.7
-6.5
-11.0

GSQ Report - Nov. 2012

Question
Less than a Week
Less than a Month
Length of stay
Less than 3 Month
More than 3months
Check-in
Reservation accuracy
Staff service/attitude
Hotel/room maintenance
Billing and check-out
Laundry service
Noise
Services
Hygiene
Quality of food and drink
Restaurant service
Room Cleanliness
Internet service
Security Service
Pest control
Air Conditioning
TV/remote control
Washing machine
Refrigerator
Water boiler
Lighting system
Ventilator
Facility
Door/Window
Mosquito net
Bathroom fittings
Kitchen utensils
Wooden furniture
Linen/Curtain
Sofa/Mattress
Problem Experience
Problem Experienced & solved

101-101

101-103

1
1

0
1

1
0

Comments

Music in
restaurant
played over
and over. To
change more
often.

101-105

101-303

101-305

102-302

102-304

1
1

1
1

1
0

1
1

0
0

0
0

Many of
Vietnamese
restaurant
guests are
loud, smoke.
So I can't
enjoy calm
down meal

10

11

12

103-101

103-301

103-302

104-101

104-106

1
1

1
1
1

1
1
1

1
1
1

1
1

1
1
1

1
1

0
0

1
1

1
1
1
0

1
0

Since it's cold,

more blanket
needed. To
change iron
with steam

Shoud have
more ER,
English/Ameri
can TV
channel. Not
good TV signal

To change
sofa, internet
line and golf
channel add.

13

14

15

16

17

104-202

104-205

104-304

104-405

105-104

1
1

1
1
1

1
1
1

1
1
1

1
1

1
1

1
0

1
1

1
1

There is often
happen card
reading
machine
trouble when
C/O

I really satisfy
all service
More
from you. And Japanese TV
the best is
channel
room cleaning.

Staffs are very

friendly and
helpful. Great
for birthday
flower & wine

18

19

20

21

22

105-304

105-404

106-101

106-203

106-204

1
1

1
1

1
1
1
1
1
1
1

1
1
1
1

1
1

1
1
1

1
1

1
1
1
1

1
1

1
0

0
1

We need Hai
phong city
map & Detail
map of Viet
Nam. Set a
map on F/O.
Tour guide
needed.

1. Expensive 2.
Poor pacility 3. All staffs are
Old everything very kind and
furniture and satisfied.
so on.

23

24

25

26

27

106-402

106-403

107-101

107-201

107-301

1
1

1
1

1
1

1
1
1
1
1
1
1
1
1
1
1
1
1
1
1
1
1
1
1
1
1
1
1
1
1
1
1
1
1
0
0

1
1

0
1

1. Internet very
slow 2. More
I get
TV channel 3.
satisfactiones Air-con is too
pecially staff noisy 4. Gym
of room
area is too
making.
narrow 5. Wall
hanging small
TV in bedroom

Room service
is very
comportable
and clean.
Thanks

Please don't
change Ms.
Ahn and Ms
tuy. We need a
lounge.

28

29

30

31

32

108-103

108-203

109-203

109-303

109-305

1
1

1
1

1
1
0
0

0
0

1
0

1
1

1
1

I want to
change sofa
same as Htower

1. Internet very
slow 2. Noisy
3. Tennis &
Swimming
pool occupied
by outside
guest 4.
Security
problem

Count

2011
Count

0
1
2
29
1
1
2
4
3
3
10
4
2
4
2
13
3
3
11
3
8
2
2
3
1
2
6
3
5
5
3
4
23
18

0.0%
3.1%
4.7%
67.4%
1.8%
1.8%
3.6%
7.3%
5.5%
5.5%
18.2%
7.3%
3.6%
7.3%
2.3%
23.6%
5.5%
5.5%
19.0%
5.2%
13.8%
3.4%
3.4%
5.2%
1.7%
3.4%
10.3%
5.2%
8.6%
8.6%
5.2%
6.9%
53%
78%

0
0
5
36
0
0
0
4
0
3
9
1
8
2
3
11
1
2
15
6
12
3
5
2
2
5
5
5
6
7
3
11
24
18

0.0%
0.0%
11.6%
83.7%
0.0%
0.0%
0.0%
9.1%
0.0%
6.8%
20.5%
2.3%
18.2%
4.5%
3.5%
25.0%
2.3%
4.5%
17.2%
6.9%
13.8%
3.4%
5.7%
2.3%
2.3%
5.7%
5.7%
5.7%
6.9%
8.0%
3.4%
12.6%
56%
75%

GSQ Report - Nov. 2012

Question
Less than a Week
Less than a Month
Length of stay
Less than 3 Month
More than 1 year
Check-in
Reservation accuracy
Staff service/attitude
Village/room maintenance
Billing and check-out
Laundry service
Problem
Noise
experienced in
Hygiene
Services
Quality of food and drink
Restaurant service
Room Cleanliness
Internet service
Security Service
Pest control
Air Conditioning
TV/remote control
Washing machine
Refrigerator
Water boiler
Lighting system
Problem
Ventilator
experienced in
Door/Window
Facility
Mosquito net
Bathroom fittings
Kitchen utensils
Wooden furniture
Linen/Curtain
Sofa/Mattress
Problem Experience
Problem Experience solved

Room No.

Count

0
1
2
29
1
1
2
4
3
3
10
4
2
4
2
13
3
3
11
3
8
2
2
3
1
2
6
3
5
5
3
4
23
18

0.0%
3.1%
4.7%
67.4%
1.8%
1.8%
3.6%
7.3%
5.5%
5.5%
18.2%
7.3%
3.6%
7.3%
2.3%
23.6%
5.5%
5.5%
19.0%
5.2%
13.8%
3.4%
3.4%
5.2%
1.7%
3.4%
10.3%
5.2%
8.6%
8.6%
5.2%
6.9%

101-103

101-303

53%
78%

Comments

Music in
restaurant played
over and over. To
change more
often.

Many of
Vietnamese
restaurant guests
are loud, smoke.
So I can't enjoy
calm down meal

Nationality

Australia

Japan

Company

Suncraft Int'l

Yazaki

Dept.(in charge/Action Plan)

Status(Done:Date/Pending)
Method(Letter etc)

Vs 2011

2011
Count

0.0%
3.1%
-7.0%
-16.3%
1.8%
1.8%
3.6%
-1.8%
5.5%
-1.4%
-2.3%
5.0%
-14.5%
2.7%
-1.2%
-1.4%
3.2%
0.9%
1.7%
-1.7%
0.0%
0.0%
-2.3%
2.9%
-0.6%
-2.3%
4.6%
-0.6%
1.7%
0.6%
1.7%
-5.7%
-2.3%
3.3%

0
0
5
36
0
0
0
4
0
3
9
1
8
2
3
11
1
2
15
6
12
3
5
2
2
5
5
5
6
7
3
11
24
18

0.0%
0.0%
11.6%
83.7%
0.0%
0.0%
0.0%
9.1%
0.0%
6.8%
20.5%
2.3%
18.2%
4.5%
3.5%
25.0%
2.3%
4.5%
17.2%
6.9%
13.8%
3.4%
5.7%
2.3%
2.3%
5.7%
5.7%
5.7%
6.9%
8.0%
3.4%
12.6%
55.8%
75.0%

103-301

103-302

104-106

104-205

Since it's cold,

more blanket
needed. To
change iron with
steam

Shoud have more

ER,
To change sofa,
English/American internet line and
TV channel. Not
golf channel add.
good TV signal

There is often
happen card
reading machine
trouble when C/O

Korea

Norway

Korea

Japan

Hyundai

Vinomarine

LS Vina

Zeon

104-304

104-405

105-104

105-304

I really satisfy all

service from you. More Japanese
And the best is
TV channel
room cleaning.

Staffs are very

friendly and
helpful. Great for
birthday flower &
wine

We need Hai
phong city map &
Detail map of Viet
Nam. Set a map
on F/O. Tour guide
needed.

Japan

Japan

England

Korea

Kyo ceramita

Kyo ceramita

Korg

Hyundai

106-203

106-204

106-402

106-403

1. Expensive 2.
Poor pacility 3.
Old everything
furniture and so
on.

1. Internet very
slow 2. More TV
I get
channel 3. Air-con
All staffs are very satisfactionespeci is too noisy 4.
kind and satisfied. ally staff of room Gym area is too
making.
narrow 5. Wall
hanging small TV
in bedroom

Korea

Korea

Japan

Japan

Namkwang

Garviha

Gerbera

Toyotabosoku

107-201

107-301

108-103

109-203

Please don't
Room service is
change Ms. Ahn
very comportable
and Ms tuy. We
and clean. Thanks
need a lounge.

I want to change
sofa same as Htower

1. Internet very
slow 2. Noisy 3.
Tennis &
Swimming pool
occupied by
outside guest 4.
Security problem

Korea

Japan

Japan

France

AES

SIK

Nomura Fotranco

GE

GSQ Report - Nov. 2013

Question
Overall Satisfaction
Likelihood to Return to this hotel
Likelihood to Recommend this hotel
RESERVATION: Ease of Booking this hotel stay
OVERALL: Overall Rate Experience of this hotel
OVERALL: Overall Service Condition of this hotel
OVERALL: Overall Physical Condition of this hotel
ARRIVAL: Speed and Efficiency of Check-in
ARRIVAL: Overall Check In Experience
STAFF: Responsiveness of staff in fulfilling your equests
STAFF: Genuine, caring attitude
STAFF: Knowledge of staff
STAFF: English Speaking Skills
STAFF: Efforts of staff in making your stay comfortable
STAFF: Attitude of security staff
STAFF: security service experience
ROOM: Cleanliness of Guest Room
ROOM: Comfort of Bed and Pillow
ROOM: Comfort of Sofa, Furniture etc.
ROOM: Condition of Electronic devices
ROOM: Qualith of kitchen utensil
ROOM: Quality of bathroom amenities
ROOM: Speed of Internet
ROOM: Quality of TV Channel
Village: Cleanliness of public area
Village: Beauty of landscape
Village: Feeling of safety and security inside the village
F&B: Breakfast - Food Quality
F&B: Breakfast - Service
F&B: Western Menu - Food Quality
F&B: Japanese Menu - Food Quality
F&B: Korean Menu - Food Quality
F&B: Chinese Menu - Food Quality
F&B: Vietnamese Menu - Food Quality
F&B: Service Quality
F&B: Atmosphere at Restaurant
F&B: Other food and drink experience

Nov.
2013

YTD

78.6
73.5
74.2
83.0
66.5
69.4
66.3
70.3
66.9
73.5
71.6
71.0
60.0
76.0
65.2
65.5
76.1
63.3
65.8
56.8
61.3
62.0
50.3
55.5
68.4
68.4
74.2
72.0
69.7
68.3
62.8
76.7
60.8
66.4
68.0
63.9
69.7

78.6
73.5
74.2
83.0
66.5
69.4
66.3
70.3
66.9
73.5
71.6
71.0
60.0
76.0
65.2
65.5
76.1
63.3
65.8
56.8
61.3
62.0
50.3
55.5
68.4
68.4
74.2
72.0
69.7
68.3
62.8
76.7
60.8
66.4
68.0
63.9
69.7

Goal
2013
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0

Sports Facility: Hygiene

Sports Facility: Quality of equipment & Machine
Sports Facility: Service Quality
Mini Mart: Quality of selling products
Mini Mart: Variety of selling products
VALUE: Value for Money Paid

Departmental

FRONT OFFICE
HOUSEKEEPING
Engineering
SECURITY
F&B
Kit
Sports Facility
MiniMart

70.0
63.4
72.0
66.5
58.7
60.6

70.0
63.4
72.0
66.5
58.7
60.6

Nov-13

0.0
0.0
0.0
0.0
0.0
0.0

YTD 2013

Narrow Broad Narrow

73.4
71.1
73.4
62.8
66.8
62.8
57.9
66.5
57.9
68.3
69.7
68.3
67.8
69.5
67.8
68.1
69.4
68.1
68.5
69.8
68.5
62.6
69.0
62.6

vs Goal
78.6
73.5
74.2
83.0
66.5
69.4
66.3
70.3
66.9
73.5
71.6
71.0
60.0
76.0
65.2
65.5
76.1
63.3
65.8
56.8
61.3
62.0
50.3
55.5
68.4
68.4
74.2
72.0
69.7
68.3
62.8
76.7
60.8
66.4
68.0
63.9
69.7

2012
80.7
82.6
82.6
83.7
80.0
83.8
80.0
84.1
84.1
85.8
85.2
83.9
81.9
86.0
80.6
84.8
85.8
82.0
78.7
74.8
69.3
75.3
61.3
63.9
86.5
87.1
84.5
75.3
80.6
74.5
76.6
72.5
71.2
70.4
78.0
72.9
73.8

vs 2012
-2.1
-9.0
-8.4
-0.7
-13.5
-14.4
-13.8
-13.8
-17.2
-12.3
-13.5
-12.9
-21.9
-10.0
-15.5
-19.3
-9.7
-18.7
-12.9
-18.1
-8.0
-13.3
-11.0
-8.4
-18.1
-18.7
-10.3
-3.3
-11.0
-6.2
-13.8
4.2
-10.4
-4.0
-10.0
-9.0
-4.1

70.0
63.4
72.0
66.5
58.7
60.6

YTD 2013
Broad
71.1
66.8
66.5
69.7
69.5
69.4
69.8
69.0

76.7
66.9
76.7
74.2
65.2
71.6

-6.7
-3.4
-4.7
-7.7
-6.5
-11.0
vs
Goal

Goal 2013
Narrow
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0

Broad
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0

Narrow

73.4
62.8
57.9
68.3
67.8
68.1
68.5
62.6

2012

vs
2012

Broad Narrow Broad Narrow Broad

71.1
66.8
66.5
69.7
69.5
69.4
69.8
69.0

80.9
68.0
62.9
79.0
71.9
67.4
70.9
64.1

77.3
72.9
72.8
77.4
75.7
73.4
75.8
75.2

(7.5)
(5.2)
(4.9)
(10.7)
(4.1)
0.7
(2.5)
(1.5)

(6.2)
(6.1)
(6.3)
(7.7)
(6.2)
(4.1)
(6.0)
(6.1)

GSQ Report - Nov. 2013

Question
Overall Satisfaction
Likelihood to Return to this hotel
Likelihood to Recommend this hotel
OVERALL: Overall Rate Experience of this hotel
OVERALL: Overall Service Condition of this hotel
OVERALL: Overall Physical Condition of this hotel
STAFF: Responsiveness of staff in fulfilling your equests
STAFF: Genuine, caring attitude
STAFF: Knowledge of staff
STAFF: English Speaking Skills
STAFF: Efforts of staff in making your stay comfortable
VALUE: Value for Money Paid
Overall Average

Nov-12

YTD

Goal
2013

78.6
73.5
74.2
66.5
69.4
66.3
73.5
71.6
71.0
60.0
76.0
60.6
70.1

78.6
73.5
74.2
66.5
69.4
66.3
73.5
71.6
71.0
60.0
76.0
60.6
70.1

0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0

vs Goal 2012 vs 2012

78.6
73.5
74.2
66.5
69.4
66.3
73.5
71.6
71.0
60.0
76.0
60.6

70.1

80.7
82.6
82.6
80.0
83.8
80.0
85.8
85.2
83.9
81.9
86.0
71.6
82.0

-2.1
-9.0
-8.4
-13.5
-14.4
-13.8
-12.3
-13.5
-12.9
-21.9
-10.0
-11.0
-11.9

GSQ Report - Nov. 2013

Question
Overall Satisfaction
Likelihood to Return to this hotel
Likelihood to Recommend this hotel
RESERVATION: Ease of Booking this hotel stay
OVERALL: Overall Rate Experience of this hotel
OVERALL: Overall Service Condition of this hotel
OVERALL: Overall Physical Condition of this hotel
ARRIVAL: Speed and Efficiency of Check-in
ARRIVAL: Overall Check In Experience
STAFF: Responsiveness of staff in fulfilling your equests
STAFF: Genuine, caring attitude
STAFF: Knowledge of taff
STAFF: English Speaking Skills
STAFF: Efforts of staff in making your stay comfortable
VALUE: Value for Money Paid
FRONT OFFICE Average(Inc. Common)
FRONT OFFICE Average

Nov-13

YTD

Goal
2013

78.6
73.5
74.2
83.0
66.5
69.4
66.3
70.3
66.9
73.5
71.6
71.0
60.0
76.0
60.6
71.1
73.4

78.6
73.5
74.2
83.0
66.5
69.4
66.3
70.3
66.9
73.5
71.6
71.0
60.0
76.0
60.6
71.1
73.4

0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0

vs Goal

2012

vs 2012

78.6
73.5
74.2
83.0
66.5
69.4
66.3
70.3
66.9
73.5
71.6
71.0
60.0
76.0
60.6
71.1
73.4

80.7
82.6
82.6
83.7
80.0
83.8
80.0
84.1
84.1
85.8
85.2
83.9
81.9
86.0
71.6
82.1
84.0

-2.1
-9.0
-8.4
-0.7
-13.5
-14.4
-13.8
-13.8
-17.2
-12.3
-13.5
-12.9
-21.9
-10.0
-11.0
-11.0
-10.6

GSQ Report - Nov. 2013

Question
Overall Satisfaction
Likelihood to Return to this hotel
Likelihood to Recommend this hotel
OVERALL: Overall Rate Experience of this hotel
OVERALL: Overall Service Condition of this hotel
OVERALL: Overall Physical Condition of this hotel
STAFF: Responsiveness of staff in fulfilling your equests
STAFF: Genuine, caring attitude
STAFF: Knowledge of taff
STAFF: English Speaking Skills
STAFF: Efforts of staff in making your stay comfortable
ROOM: Cleanliness of Guest Room
ROOM: Comfort of Bed and Pillow
ROOM: Comfort of Sofa, Furniture etc.
ROOM: Condition of Electronic devices
ROOM: Qualith of kitchen utensil
ROOM: Quality of bathroom amenities
ROOM: Speed of Internet
ROOM: Quality of TV Channel
Village: Cleanliness of public area
Village: Beauty of landscape
VALUE: Value for Money Paid
House Keeping Average(Inc. Common)
House Keeping Average

Nov-13

YTD

Goal
2013

78.6
73.5
74.2
66.5
69.4
66.3
73.5
71.6
71.0
60.0
76.0
76.1
63.3
65.8
56.8
61.3
62.0
50.3
55.5
68.4
68.4
60.6
66.8
62.8

78.6
73.5
74.2
66.5
69.4
66.3
73.5
71.6
71.0
60.0
76.0
76.1
63.3
65.8
56.8
61.3
62.0
50.3
55.5
68.4
68.4
60.6
66.8
62.8

0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0

vs Goal
78.6
73.5
74.2
66.5
69.4
66.3
73.5
71.6
71.0
60.0
76.0
76.1
63.3
65.8
56.8
61.3
62.0
50.3
55.5
68.4
68.4
60.6

66.8
62.8

2012

80.7
82.6
82.6
80.0
83.8
80.0
85.8
85.2
83.9
81.9
86.0
85.8
82.0
78.7
74.8
69.3
75.3
61.3
63.9
86.5
87.1
71.6
79.5
76.5

vs 2012
-2.1
-9.0
-8.4
-13.5
-14.4
-13.8
-12.3
-13.5
-12.9
-21.9
-10.0
-9.7
-18.7
-12.9
-18.1
-8.0
-13.3
-11.0
-8.4
-18.1
-18.7
-11.0
-12.7
-13.7

GSQ Report - Nov. 2013

Question
Overall Satisfaction
Likelihood to Return to this hotel
Likelihood to Recommend this hotel
OVERALL: Overall Rate Experience of this hotel
OVERALL: Overall Service Condition of this hotel
OVERALL: Overall Physical Condition of this hotel
STAFF: Responsiveness of staff in fulfilling your equests
STAFF: Genuine, caring attitude
STAFF: Knowledge of taff
STAFF: English Speaking Skills
STAFF: Efforts of staff in making your stay comfortable
ROOM: Comfort of Sofa, Furniture etc.
ROOM: Condition of Electronic devices
ROOM: Quality of kitchen utensil
ROOM: Speed of Internet
ROOM: Quality of TV Channel
VALUE: Value for Money Paid
Engineering Average(Inc. Common)
Engineering Average

Nov-13

YTD

Goal
2013

78.6
73.5
74.2
66.5
69.4
66.3
73.5
71.6
71.0
60.0
76.0
65.8
56.8
61.3
50.3
55.5
60.6
66.5
57.9

78.6
73.5
74.2
66.5
69.4
66.3
73.5
71.6
71.0
60.0
76.0
65.8
56.8
61.3
50.3
55.5
60.6
66.5
57.9

0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0

vs Goal
78.6
73.5
74.2
66.5
69.4
66.3
73.5
71.6
71.0
60.0
76.0
65.8
56.8
61.3
50.3
55.5
60.6

66.5
57.9

2012

80.7
82.6
82.6
80.0
83.8
80.0
85.8
85.2
83.9
81.9
86.0
78.7
74.8
69.3
61.3
63.9
71.6
78.4
69.6

vs 2012
-2.1
-9.0
-8.4
-13.5
-14.4
-13.8
-12.3
-13.5
-12.9
-21.9
-10.0
-12.9
-18.1
-8.0
-11.0
-8.4
-11.0

-11.8
-11.7

GSQ Report - Nov. 2013

Question
Overall Satisfaction
Likelihood to Return to this hotel
Likelihood to Recommend this hotel
OVERALL: Overall Rate Experience of this hotel
OVERALL: Overall Service Condition of this hotel
OVERALL: Overall Physical Condition of this hotel
STAFF: Responsiveness of staff in fulfilling your equests
STAFF: Genuine, caring attitude
STAFF: Knowledge of taff
STAFF: English Speaking Skills
STAFF: Efforts of staff in making your stay comfortable
F&B: Breakfast - Service
F&B: Atmosphere at Restaurant
F&B: Other food and drink experience
F&B: Service Quality
VALUE: Value for Money Paid
F&B Average(Inc. Common)
F&B Average

Nov-13

YTD

Goal
2013

78.6
73.5
74.2
66.5
69.4
66.3
73.5
71.6
71.0
60.0
76.0
69.7
63.9
69.7
68.0
60.6
69.5
67.8

78.6
73.5
74.2
66.5
69.4
66.3
73.5
71.6
71.0
60.0
76.0
69.7
63.9
69.7
68.0
60.6
69.5
67.8

0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0

vs Goal
78.6
73.5
74.2
66.5
69.4
66.3
73.5
71.6
71.0
60.0
76.0
69.7
63.9
69.7
68.0
60.6

69.5
67.8

2012

80.7
82.6
82.6
80.0
83.8
80.0
85.8
85.2
83.9
81.9
86.0
80.6
72.9
73.8
78.0
71.6
80.6
76.3

vs 2012
-2.1
-9.0
-8.4
-13.5
-14.4
-13.8
-12.3
-13.5
-12.9
-21.9
-10.0
-11.0
-9.0
-4.1
-10.0
-11.0

-11.1
-8.5

GSQ Report - Nov. 2013

Question
Overall Satisfaction
Likelihood to Return to this hotel
Likelihood to Recommend this hotel
OVERALL: Overall Rate Experience of this hotel
OVERALL: Overall Service Condition of this hotel
OVERALL: Overall Physical Condition of this hotel
STAFF: Responsiveness of staff in fulfilling your equests
STAFF: Genuine, caring attitude
STAFF: Knowledge of taff
STAFF: English Speaking Skills
STAFF: Efforts of staff in making your stay comfortable
F&B: Breakfast - Food Quality
F&B: Western Menu - Food Quality
F&B: Japanese Menu - Food Quality
F&B: Korean Menu - Food Quality
F&B: Chinese Menu - Food Quality
F&B: Vietnamese Menu - Food Quality
F&B: Other food and drink experience
VALUE: Value for Money Paid
Kitchen Average(Inc. Common)
Kitchen Average

Nov-13

YTD

Goal
2013

78.6
73.5
74.2
66.5
69.4
66.3
73.5
71.6
71.0
60.0
76.0
72.0
68.3
62.8
76.7
60.8
66.4
69.7
60.6
69.4
68.1

78.6
73.5
74.2
66.5
69.4
66.3
73.5
71.6
71.0
60.0
76.0
72.0
68.3
62.8
76.7
60.8
66.4
69.7
60.6
69.4
68.1

0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0

vs Goal
78.6
73.5
74.2
66.5
69.4
66.3
73.5
71.6
71.0
60.0
76.0
72.0
68.3
62.8
76.7
60.8
66.4
69.7
60.6

69.4
68.1

2012

80.7
82.6
82.6
80.0
83.8
80.0
85.8
85.2
83.9
81.9
86.0
75.3
74.5
76.6
72.5
71.2
70.4
73.8
71.6
78.9
73.5

vs 2012
-2.1
-9.0
-8.4
-13.5
-14.4
-13.8
-12.3
-13.5
-12.9
-21.9
-10.0
-3.3
-6.2
-13.8
4.2
-10.4
-4.0
-4.1
-11.0

-9.5
-5.4

GSQ Report - Nov. 2013

Question
Overall Satisfaction
Likelihood to Return to this hotel
Likelihood to Recommend this hotel
OVERALL: Overall Rate Experience of this hotel
OVERALL: Overall Service Condition of this hotel
OVERALL: Overall Physical Condition of this hotel
STAFF: Responsiveness of staff in fulfilling your equests
STAFF: Genuine, caring attitude
STAFF: Knowledge of taff
STAFF: English Speaking Skills
STAFF: Efforts of staff in making your stay comfortable
Sports Facility: Hygiene
Sports Facility: Quality of equipment & Machine
Sports Facility: Service Quality
VALUE: Value for Money Paid
SF Average(Inc. Common)
SF Average

Nov-13

YTD

Goal
2013

78.6
73.5
74.2
66.5
69.4
66.3
73.5
71.6
71.0
60.0
76.0
70.0
63.4
72.0
60.6
69.8
68.5

78.6
73.5
74.2
66.5
69.4
66.3
73.5
71.6
71.0
60.0
76.0
70.0
63.4
72.0
60.6
69.8
68.5

0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0

vs Goal
78.6
73.5
74.2
66.5
69.4
66.3
73.5
71.6
71.0
60.0
76.0
70.0
63.4
72.0
60.6

69.8
68.5

2012

80.7
82.6
82.6
80.0
83.8
80.0
85.8
85.2
83.9
81.9
86.0
76.7
66.9
76.7
71.6
80.3
73.4

vs 2012
-2.1
-9.0
-8.4
-13.5
-14.4
-13.8
-12.3
-13.5
-12.9
-21.9
-10.0
-6.7
-3.4
-4.7
-11.0

-10.5
-4.9

GSQ Report - Nov. 2013

Question
Overall Satisfaction
Likelihood to Return to this hotel
Likelihood to Recommend this hotel
OVERALL: Overall Rate Experience of this hotel
OVERALL: Overall Service Condition of this hotel
OVERALL: Overall Physical Condition of this hotel
STAFF: Responsiveness of staff in fulfilling your equests
STAFF: Genuine, caring attitude
STAFF: Knowledge of taff
STAFF: English Speaking Skills
STAFF: Efforts of staff in making your stay comfortable
Mini Mart: Quality of selling products
Mini Mart: Variety of selling products
VALUE: Value for Money Paid
Mini Mart Average(Inc. Common)
Mini Mart Average

Nov-13

YTD

78.6
73.5
74.2
66.5
69.4
66.3
73.5
71.6
71.0
60.0
76.0
66.5
58.7
60.6
69.0
62.6

78.6
73.5
74.2
66.5
69.4
66.3
73.5
71.6
71.0
60.0
76.0
66.5
58.7
60.6
69.0
62.6

Goal
2013

0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0

vs Goal
78.6
73.5
74.2
66.5
69.4
66.3
73.5
71.6
71.0
60.0
76.0
66.5
58.7
60.6

69.0
62.6

2012

80.7
82.6
82.6
80.0
83.8
80.0
85.8
85.2
83.9
81.9
86.0
74.2
65.2
71.6
80.2
69.7

vs 2012
-2.1
-9.0
-8.4
-13.5
-14.4
-13.8
-12.3
-13.5
-12.9
-21.9
-10.0
-7.7
-6.5
-11.0

-11.2
-7.1

GSQ Report - Nov. 2013

Question
Overall Satisfaction
Likelihood to Return to this hotel
Likelihood to Recommend this hotel
OVERALL: Overall Rate Experience of this hotel
OVERALL: Overall Service Condition of this hotel
OVERALL: Overall Physical Condition of this hotel
STAFF: Responsiveness of staff in fulfilling your equests
STAFF: Genuine, caring attitude
STAFF: Knowledge of staff
STAFF: English Speaking Skills
STAFF: Efforts of staff in making your stay comfortable
STAFF: Attitude of security staff
STAFF: security service experience
Village: Feeling of safety and security inside the village
VALUE: Value for Money Paid
Security Average(Inc. Common)
Security Average

Nov-13

78.6
73.5
74.2
66.5
69.4
66.3
73.5
71.6
71.0
60.0
76.0
65.2
65.5
74.2
60.6
69.7
68.3

YTD

78.6
73.5
74.2
66.5
69.4
66.3
73.5
71.6
71.0
60.0
76.0
65.2
65.5
74.2
60.6
69.7
68.3

Goal
2013

0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0

vs Goal

78.6
73.5
74.2
66.5
69.4
66.3
73.5
71.6
71.0
60.0
76.0
65.2
65.5
74.2
60.6
69.7
68.3

2012

80.7
82.6
82.6
80.0
83.8
80.0
85.8
85.2
83.9
81.9
86.0
80.6
84.8
84.5
71.6
82.3
83.3

vs 2012

-2.1
-9.0
-8.4
-13.5
-14.4
-13.8
-12.3
-13.5
-12.9
-21.9
-10.0
-15.5
-19.3
-10.3
-11.0
-12.5
-15.0