1. 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.
2015-12-27
/ Europe / Middle East / The Americas / Asia Pacific /
$$$[qpb.ifh-worldwide.com-3161244-151227014724]$$$
BAHMAR - 1/6

2. Rotana- Reservation Experience 2015
BAHMAR - Majestic Arjaan by Rotana, Muharraq, Manama, 2015-12
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 (2015-12)
Copyright © 2009 Report Generated: 2015-12-27 08:47
The Process
Sales Initatives
Guest Experience
TOTAL
100.00%
100.00%
90.91% 9.09%
95.83% 4.17%
BAHMAR - 2/6

3. Rotana- Reservation Experience 2015
Reservation
Location: BAHMAR - Majestic Arjaan by Rotana - Muharraq, Manama, MU
Date: 2015-12-27
Time: 14:41
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 14:41:00
Employee evaluated: Ahmed Khalil
Arrival Date 2016-01-17
Number of nights 2
Pseudoname of booker Paul Maya
Name of guest Paul Maya
Company of guest N/A
Number of rings 2
Time of rings 00:00:06
Number of Transfers 2
Time on hold 00:00:28
Talk Time 00:14:40
Confirmation number 797333
Rooms and Rates offered Classic Studio: BD 60 plus fees per room
per night,
Classic One Bed Room Suite: BD 70 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)
9. Was there an attempt to upsell, stating 2 room types and 2 rates? N/A Yes No 1/1
10. Was the value for the upsell category highlighted as per guest's needs? N/A Yes No 1/1
BAHMAR - 3/6

4. 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 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 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
It is appreciated that agent personalized the conversation with the caller's name, however the term 'sir' was overused in the call.
0/1
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 1/1
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.
Overall the conversation agent was efficient and the conversation was professional, however part of the dialogue and the product
presentation appeared to be rushed and read off. Agent is advised to allow time for the caller to engage in the conversation to provide his
feedback.
1/1
Survey Total: 95.83% (23 / 24)
BAHMAR - 4/6

5. Rotana- Reservation Experience 2015
BAHMAR - Majestic Arjaan by Rotana, Muharraq, Manama, 2015-12
Attention Areas
Missing / Possible
The Process 7 / 28
Guest Experience 5 / 45
Sales Initatives 3 / 20
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 16.13%, giving you a total of 100.22%.
* Last 4 visits: 2015-12 December#4, 2015-12 December#3, 2015-12 December#2, 2015-12 December#12015-12 December#1, 2015-12
December#2, 2015-12 December#3, 2015-12 December#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: 2015-12-27 08:47
BAHMAR - 5/6

6. 2015-12-27 14-41-57 MAJESTIC
ARJAAN BY ROTANA
RESERVATIONS - AHMED.wav
BAHMAR - 6/6