Hotel Name

GSI Problem Tracking Worksheet - 2011

Problems Experienced
1
2
3
4
5
6
7
8
9
10
11
12
13
14
15
16
17

Number of Respondents
Innadequete Lighting
Water Temperature/Pressure
Sink/Tub/Toilet
Number of Towels
Cleanliness of the Hotel
Telephone Services
Size of Room
Room Readiness
Condition (Wear & Tear) of Hotel
Cleanliness of Room/Bath
Air-conditioner
Condition (Wear & Tear) of Room/Bath
Uncontrollable Noise
Pool Service
Fitness Centre Traetment Areas
Controllable Noise
Bed(mattress,Pillow,Blanket etc.)

Jan

Feb

Mar

18
21%
11%
11%
11%
11%
5%
5%
5%
5%
5%
5%

24
12%
8%
8%

69
5%
8%
13%
3%
3%
8%
3%
3%
8%
13%
5%
13%
5%
3%

4%
12%
4%
8%
8%
4%
15%
4%
4%
4%
4%
4%

10%
3%

% Contacted Hotel staff with Problem

No 55.6% 44.4% 54.2%
Yes 44.4% 55.6% 45.8%
Problem Resolution

60.0% 33.3% 24.0%

1st
Qtr
111
9%
8%
12%
5%
5%
8%
4%
3%
8%
11%
5%
14%
5%
3%
4%
8%
3%

Apr

May

Jun

51
14%
6%
10%
8%

78
6%
8%
14%

58
9%
11%
9%
4%
2%
7%
2%

10%
10%
4%
6%
10%
6%
10%

2%
12%
3%
2%
5%
8%
8%
15%

2%
2%
2%
2%

5%
11%
5%

4%
16%
13%
16%
2%

4%

2nd
Qtr

1st
Half

187
9%
8%
11%
6%
1%
10%
5%
3%
5%
11%
9%
14%
2%
2%
4%
6%
4%

298
153 125
9%
6%
5%
8% 10%
9%
11% 18% 16%
4%
8%
3%
3%
1%
1%
9%
5%
5%
4%
3%
3%
2%
3%
3%
6%
3%
3%
11%
3%
8%
7% 14% 10%
13% 14% 13%
2%
1%
2%
1%
3%
1%
2%
1%
5%
7%
6%
7%
3%
4%
5%

65.0% 73.3% 81.8%

35.0% 26.7% 18.2%
34.1% 13.6% 19.4% 26.1%

Jul

Aug

Sep

3rd
Qtr

70
348
9%
6%
15% 11%
6% 15%
3%
5%
2%
1%
12%
6%
2%
3%
5%
3%
6%
4%
6%
5%
8% 11%
8% 12%
1%
2%
2%
2%
3%
8%
7%
9%
5%

9
Months
646
8%
10%
13%
4%
2%
8%
3%
3%
5%
8%
10%
13%
2%
2%
2%
7%
4%

67.4% 70.0% 7.6%

32.6% 30.0% 29.4%
19.7%

25.0% 25.5% 27.5% 19.4% 24.6%

24.8%

Oct

Nov

Dec

4th
Qtr

2nd
Half

Total
Year

348

646

Hotel Name
Problem Tracking Worksheet - 2011

1
2
3
4
5
6
7
8
9
10
11
12
13
14
15
16
17

Problems Experienced
9Months
Number of Respondents
646
Innadequete Lighting
8%
Water Temperature/Pressure
10%
Sink/Tub/Toilet
13%
Number of Towels
4%
Cleanliness of the Hotel
2%
Telephone Services
8%
Size of Room
3%
Room Readiness
3%
Condition (Wear & Tear) of Hotel
5%
Cleanliness of Room/Bath
8%
Air-conditioner
10%
Condition (Wear & Tear) of Room/Bath
13%
Uncontrollable Noise
2%
Pool Service
2%
Fitness Centre Traetment Areas
2%
Controllable Noise
7%
Bed(mattress,Pillow,Blanket etc.)
4%

Significant Problems Experienced

Sink/Tub/Toilet

%
13%

Known Reasons

Actions for Resolution

a) Grouting work on going
b) Stoppers are repaired/replaced

Condition (Wear & Tear) of Room/Bath 13%

a) Sink grouting
b) Stopper getting stuck
c) Toilet flush leaking
d) Bath tub grouting
e) Bath tub in bad condition
a) Carpet worn out
b) Wall paper peeling
c) Bathroom tiles grouting
d) Tired looking curtains
e) Old bed skirts/bed covers

Water Temperature/Pressure

10%
a) Water not hot
b) Discolored water
e) Shower nozzle adjustments

Air-conditioner

10%

a) Inconsistent temperature

Innadequete Lighting

8%

b) Room condensation
a) Low watts globes
b) Light globes OOO
c) Dim desk light

Telephone Services

Cleanliness of Room/Bath

8%

8%

d) Dull lighting in bathroom

a) Broad band connection
b) Faulty IRN boxes
c) Message light not working and no
speaker
a) Carpet stains
b) Carpet not properly vacumed
c) Hair found on bed & bathroom floor
d) Outer windows not clean

Controllable Noise

7%

e) Stains on bathroom wallpaper

a) Air pockets in pipes
b) air-con noise
c) Vacuming the corridor carpets too early

Condition (Wear & Tear) of Hotel

5%

d) Noise from trolleys

a) External Wall painting
b) Lobby furniture need upholstering
c) Lobby rugs/carpets need new look
d) Lift car interior to be completed
e) Water leak in many areas due to
external wall crack.
f) Pool tiles coming out

c) Toilet flush valves being replaced

d) & e) All bath tubs will be re-frouted and re-glazed starting 2004.
a) Complete carpet restoration job on going at present.
b) Wall paper peeling due to dampness of external wall. Poor water
proofing between room and bathroom. Wallpaper being replaced
with painted wall in all worst rooms - ongoing.
c) A new detergent being introduced to clean tile grouting.
d) Curtains being replace at a slow pace.
e) Capex needed to replace bedskirts/bed covers
a) Need to replace Heat machine elements & compressor.

Progress
1. Grouting & reglazing work cost RM900 per
room. Work conducted gradually over 2004.
2. 30% of stopper has been replaced. Cost
RM80 per room.
3.
20% of toilet flush has been replaced. Cost
RM20 per room.
1. Carpet restoration completed for 75% of the
deluxe rooms. Work to continue gradually
over 2004. Refurshment of Superior room
budgeted for 2004. Depending on owners
cashflow.
2. Bedskirts
budgeted under 2004 capex.
1. Cost estimated RM30K to increase capacity

b) Had problems with Indah Water. Also need to change all GI for heat machine. To obtain specialist advise
pipes.

on this.

2. Cost to change

c) Some shower nozzles need adjustment and some need to be the G.I pipes approx RM1.2M. Did not budget
changed.
a) All thermostat controls being adjusted. Maids and supervisors to
ensure that controll is set on the red dot. Chill water balancing need
to be done.
b) Check insulation, check window seals
a) Increase light globes ranking.
b) Housekeeping and Engineering to change globes immediately.
Replace all globes with energy saving/long life globes.
c) Desk lamp shades need to be cleaned. Change the inner liner to
pure white incolour.
d) Find brighter shades for all mirror lights in the bathroom.
a) Being rectified with Maginet at present.
b) Maginet is sourcing new IRN box.
c) All room telephones need to be changed.
a) Most of the carpet stains being cleaned during restoration.
b) All vacum cleaners being serviced. Maids are now reminded on a
daily basis to pay attention to the carpet.
c) It has been emphasized during briefings and through daily
checkings these are monitored.
d) Outside windows will be cleaned during external painting.
e) More focus given. However, most stains due to water
leak/fungus.
a) Releasing the air is ongoing.
b) All FCU's being serviced and its on going.
c) Being rectified.
d) All trolleys being checked and some of the wheels will be
changed during the next three months.
a) Quotes obtained.will be presented to the owners.
b) Upholstry work will be done in the 1st quarter of 2004.
c) Changing the lobby rugs - on going.
d) This job was not approved earlier. Another attemp will be made
by end of this year/
e) Rectification of water leak.
f) Consultatnts are working with the owners to rectify pool tiles
problems. Pending approval

due to owners cashflow constraint.

1. Chill water balancing estimated at RM150K.
Not budgeted due to owners cashflow.

1. To source for lighter shades in room.

Estimated cost RM80 per room.

1. Estimated cost to change the telephones,

RM400 per room. Currently negotiating with
line provider to provide.
1. Outside window will be cleaned by Jan/Feb
2004

1. Preventive maintenance to conducted on

the pump by Dec 2003.

1. Capex for upholstery will be submitted to

the owners.
2.
Currently awaiting owners approval to rectify
external wall cracks to prevent water leaks.