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Submitted By cherry123456789
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Golden Hilton Hotel
MEMORANDUM
Date: 22 March 2013
To: Mr Wesley Lim, Executive Housekeepers
From: Ms Catherine Tang, Assistant Executive Housekeepers
Subject: RECOMMENDATIONS TO IMPROVE HOTEL’S ROOM SERVICES
Introduction
At your request, I am submitting this report detailing my recommendations to improve hotel room’s services. Recently we have been received a lot of feedback from our customers regarding the dissatisfaction with the hotel’s room services provided by our staff. The data is obtained based on the surveys from our official website. Hence, I would like to recommend some suggestions in order to solve the problems.
Background
The mission of the Hotel is to provide the best service, value and amenities to customers. However, recently we have received many complaints about the room services especially the unpleasant odour from the mattresses, dilapidated room equipment and poor customer services. Statistics show that the amount of complaint has been increased by 30% since January 2013.
Problems
Based on the feedback received, we found that the customers complained about the unpleasant odour from the mattresses which made them felt uncomfortable during their bed time. Although our staff changed the bedclothes frequently, the odour still remained in mattresses. This problem gives negative impact to our hotel and caused many customers shifted to another hotel.
Furthermore, customers also criticized on the room equipment like the air-conditioner, refrigerator and water heater. When customers check-in to the rooms, the first thing they found out is the air-conditioners in the rooms were not functioning well because it took long time to make the room become cool. Besides that, customers also complained about there were unpleasant smell from the refrigerators and caused the customers could not put their foods and beverages inside the smelly

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