St. Regis Post - 24 April 2024

Daily Briefing
Wednesday, April 24, 2024 | Theme: Sustainability & Environmental Impact
Culture Element
Connect: Win the hearts of our guests
What does the word "connection" mean to you? How do you know when you've connected with a
guest or with a fellow host? How do you feel when you've made a connection with a guest or host?
Climate Action Program

This week we are reviewing the five sustainability focus areas. Today, we will take a closer look at the
Climate Action Program (CAP).
Marriott’s Climate Action Program is a holistic approach to reducing climate risks, promoting
sustainable growth, and achieving net-zero carbon emissions. The Climate Action Program is designed
to build climate awareness and help hotels reduce carbon emissions.
There are three components to CAP:
 The first component is setting science-based targets. Science-based targets show companies how
much and how quickly they need to reduce greenhouse gas emissions to prevent the worst effects
of climate change.
 The second component is building climate fluency. The focus of this component is on helping all
of us get smarter about where carbon comes from and how to reduce it.
 The third is action planning to reduce carbon. Tools and resources are being developed that are
tailored to each hotel and are intended to help reduce energy, lower carbon emissions, and improve
operating efficiency.
As guest demand for low-carbon-footprint hotels continues to grow, hotels need to integrate
sustainability and reduce their environmental impact.
 How can this hotel contribute to MI’s climate goals? Ensure that Serve 360 programs that are
brand standards are successfully implemented i.e. Guest Room Recycling, MESH, Skip the Straw,
Styrofoam Ban, and Residential Bath Amenities.
Did You Know?

Net Zero is a common term that is often heard in sustainability discussions. Net Zero means achieving
a balance between the carbon emitted into the atmosphere, and the carbon removed from it. This
balance–or net zero–will happen when the amount of carbon we add to the atmosphere is no more than
the amount removed.
Brand Standard Audit Forbes Travel Guide Audit
Forbes 2023 – Bar/Lounge

Food & Beverage
Venue Reservation Cover VIP List
Breakfast Lunch Dinner Total Name No. of Arrival Remarks
Pax Pax Time
Mr. Rivai Global Sales Manager at
Bel Étage - 38 30 68 4 12:00
Mustopa Marriott Sales Office
J.J.A. - - - - - - - -
Rose
- - - - - - - -
Gourmand Deli
The Drawing
- - - - - - - -
Room
Mr. Rosan Former Ambassador of
St. Regis Bar - - 23 23 2 19:00
Roeslani Indonesia to USA
Today Tomorrow
24 April 25 April
Occupancy (%) 99.64 % 77.86 %
Arrivals 64 38
Departures 54 98
House Count 306 Pax 236 Pax
Guest Voice
OVERALL QUESTIONS APR BENCHMARK
Intent to Recommend 86.5 % 85%

ITR GOAL
Cleanliness 88.6% 89%
85%
Elite Appreciation 93.8% 80.3%
Staff Service 97.1% 89%

YTD Food & Beverage 85.7% 76.7%
77%
Maintenance & Up
88.6% 83.9%
Keep
Anticipation of Needs 82.9% 81.4%

DISTANCE
-8% Deliver Personalized
88.6% 82.4%
Experience
Site Inspection
Time Company Purpose Host
Site Inspection to close the decision for the
09:30 Julius Bauer Dewi
event on 10 July 2024
To discuss further of layout and rundown
10:00 Coordinating Ministry of Economic Affairs Gambit
event on 15 May 2024
14:00 E-27 Site Visit for event on 26 June 2024 Nova
14:30 Ministry of Transportation (Indonesia) Potential Group Meeting Patricia
Name Contact No. In-charge Time

Front Office Fauzi (FOM) 08:00 – 17:00
Manager On Duty Robbi 0811-1922-2253 14:00 – 23:00
Ihsan 23:00 – 08:00
Siti Amelia 08:00 – 17:00
Residences
Desideria Ghityas 0811-1992-1626 14:00 – 23:00
Manager On Duty
Joey K. Tantra 23:00 – 08:00
Maintenance Work in Program
Day & Date Time Type /Area Work in Program Location Noise
- - - - -
Birthday List of Luminaries

-
Daily Event List

HR & LEARNING INFORMATION
House Rules
Hand Book – Article 36
Public/government Public Holiday
4. During the election of the regional head and based upon the circular letter regarding
holidays in the area where the Host is a resident of the electoral region, he/she shall have
1 (one) day off payment when the said Host is scheduled to work.
Arrival 24 April 2024
VIP List
No. of Visits 1
Mr. Brian Shuptrine
VIP 2
Managing Director Asia at Turner & Townsend Total Nights 3
Notes / Remarks: Total Nights JKTXR -
Room No. 0608
Room Type Grand Deluxe
ETA 21:30
Airport Pick Up Mercedes GA837 – 20:30
Loyalty Status -
Departure Date 27 April
Defect: Meet & Greet Robbi Cahyadi
No. of Visits 2
Mr. Anugrah Manggabarani
VIP 3
Owner of Four Points Makassar Total Nights 1
Notes / Remarks: Total Nights JKTXR 1
Room No. 0924
Room Type Caroline Astor Suite
ETA 15:00
Loyalty Status Member
Defect: Meet & Greet Hery Saputra
No. of Visits 8
Mr. Nasser Abdullah Alnuaimi
VIP 3
Total Nights 1
Room No. 1606
Room Type Empire Suite
Empire Suite booker ETA 15:00
Loyalty Status Platinum Elite
Defect: Dining Experience (PD) – 10 Sept 2023 Meet & Greet Hery Saputra
VIP Elite Member

No. of Visits 3
Mr. Apurva Chikhalikar
VIP Bonvoy
Head of Telcom, Media and Tech – Global ServiceNow Total Nights 2
Room No. 1625
ETA 15:00
Loyalty Status Ambassador Elite
Defect: Meet & Greet Derek Gomez
No. of Visits 1
Ms. Dessy Tio
VIP Bonvoy
Total Nights 2
Room No. 1403
ETA 10:00
Loyalty Status Titanium Elite
No. of Visits 5
Ms. Kasemsri Charoensiddhi
VIP Bonvoy
First Vice President at Kasikorn Bank (KBank) Total Nights 6
Room No. 1023
Room Type Deluxe King
ETA 15:00
No. of Visits 1
Mr. Mattias Leyh
VIP Bonvoy
Accenture Total Nights 1
Room No. 0825
ETA 15:00
No. of Visits 1
Mr. Akhil Bhutani
VIP Bonvoy
SVP, Strategic Business Development at Zimperium Total Nights 3
Room No. 1512 & 1509
ETA 15:00
No. of Visits 2
Mr. Looi Kian Seng
VIP Bonvoy
Total Nights 1
Room No. 1725
ETA 15:00
No. of Visits 1
Mr. Zeng Haipeng
VIP Bonvoy
Douyin Total Nights 2
Room No. 0604
Room Type Deluxe Twin
ETA 15:00
No. of Visits 3
Mr. Huang Ying Jie
VIP Bonvoy
Room No. 0702
ETA 15:00
No. of Visits 1
Mr. Mohamed Hussain
VIP Bonvoy
Microsoft Total Nights 1
Room No. 0823
ETA 08:05
Airport Pick Up Silverbird / SQ950 - 07:05
x
No. of Visits 9
Mr. Li Zi Han
VIP Bonvoy
Total Nights 2
Room No. 1419
ETA 15:00
No. of Visits 1
Mr. Xia Jing Jing
VIP Bonvoy
Room No. 1411
ETA 15:00
Departure Date 05 May
No. of Visits 1
Mr. Ye Jian Hong
VIP Bonvoy
Total Nights 3
Room No. 1214
ETA 15:00
No. of Visits 3
Mr. Liu Gang
VIP Bonvoy
Alibaba Total Nights 2
Room No. 904
ETA 15:00
No. of Visits 2
Mr. Vivek Batra
VIP Bonvoy
Boston Consulting Group Total Nights 1
Room No. 1424
ETA 11:10
Airport Pick Up Silverbird / SQ956 – 10:10
No. of Visits 11
Mr. Archit Choudhary
VIP Bonvoy
Managing Director and Partner at Boston Consulting Group Total Nights 1
Room No. 0704
- No eggs contain for the Amenities
ETA 15:00
- Guest is vegetarian (No eggs)
No. of Visits 12
Mr. Ghee San Chuah
VIP Bonvoy
Total Nights 2
Room No. 1025
ETA 15:00
DEFECT LIST
Room Number / Arrival &
Luminary Membership Senior
Room Category / Departure Case Descriptions Resolution Notes
Name / Company Leader
Rate date
Ms. Jie Xia RC approached the guest immediately to apologize for

Around 16:00. Mrs. Xia approach
#1605 / Deluxe the inconvenience occurred. RC prepared another twin DOR will
& Mr. 22 – 27 reception to inform that since her arrival
Member Twin / IDR deluxe room for room move. She thanked for prompt meet the
Hankun Zhao April room #901 has a musty smell and request
5.000.000++ action and RC arranged for the apology amenities to guest
for room move.
be delivered to the room as good gesture.
BSD apologized and offered HK to come to his room

to check and offered for air purifier machine to be set
up in the room but he refused and only need the room
to be spray with air freshener. Several minutes after,
Mr. Manish Platinum #1609 / Grand At 21:38hrs, guest called BSD to inform AFOM did courtesy call to the guest to apologize and DOR will
22 – 25
Hemani Elite / Oliver Deluxe / IDR that the room had a bad smell and he offered him for room move to another room that we meet the
April
Wyman 2.300.000++ didn’t know where the smell came from. have prepared, however he refused and will inform us guest
tomorrow if he could still smell the bad odor. As a
result AFOM set a purifier in the room.
Further finding, the smell most probably came from
drainage.
LM met the guest and listened carefully Mr. Ng
concerns, he was upset due to waiting for the staff for
in room check out. He demanded to have 50.000
At 13:45hrs, Guest informed BSD
earning points as a compensation. LM then offered
through WA chat that they requested to
Mr. Dex Ng guaranteed room upgrade for their next stay but he
have in room check out at 14:00hrs.
#1105 / Deluxe refused and insisted to have the points. LM reported to HM will
& Mrs. Mei 22 – 23 At 14:07 guest send another chat to
Member King / IDR DOR accordingly and DOR met the guest to explain meet the
Yan Mong April inform that the butler has not yet arrived.
3.100.000++ the situation but the guest demanded to meet GM. guest
They approached the GSA at 14:10hrs
Guest expected to meet GM at 15:00hrs on 24 Apr 24
and demanded to speak with manager.
since they have a new reservation for 1 night.
GSA informed LM accordingly.
Further finding, BSD received the request by WA chat
however BSD missed to inform butler accordingly for
the in room check out request.
AFOM courtesy guest apologizing the unpleasant

experience occurred and conveyed that the food will
be delivered in few minutes and guest showed
At 19:10hrs, Guest ordered food through
understanding. The food has been delivered at
Mr. Darrel concierge WA chat (Tasmanian Salmon
Gold Elite / 21:08hrs along with apology amenities and apology
#1222 / Deluxe and fruits). Concierge informed BSD DOR will
Bing Rui Boston 21 – 26 card which guest appreciated.
King / IDR accordingly to proceed the order on meet the
Chua Consulting April Further finding, at 19:03 Concierge informed BSD to
2.500.000++ system. At 20:42hrs guest asked to guest
Group process the guest's food order, however BSD failed to
concierge for his order that was not yet
key in to the system due to BSD mixed the
delivered as he had been waiting for 1.5
cancellation order of other guest with Mr. Chua.
hours.
Hence, BSD was not ordering the food to Private
Dining.
AFOM right away updated the new key and went up
to the room as well as asked LP team to bring EMK
card. AFOM apologized for the key that was not
At 18:20hrs, Lobby Ambassador met the working well and tried to open the room with the
guest at guest landing lift 12fl and guest newly updated key however it was still not working
Mr. Evgeny #1219 / Grand DOR will
Nord 22 – 25 informed that the room key was not and showing yellow light on the key reader which
Chashin Deluxe / IDR meet the
Minerals April working in the room. Lobby indicate that the room is double lock from inside. At
4.300.000++ guest
Ambassador then took the key to be 18:45hrs LP came with EMK card and the door was
updated and gently asked him to have a successfully opened.
sit at 12fl sofa while she updated the key. Further finding, the room was double lock from inside
since AFOM discovered that the double lock door still
on while the door opened.
Butler immediately apologize for the inconvenience

At midnight, when butler delivering his and offered for us to arrange a pest treatment in his
Mr. Sandeep #1002 / Deluxe request for hot tea, guest passed his room and deep cleaning. However guest refused as it DOR will
Titanium 22 – 25
Kher King / IDR concern that he found an insect on the is late at night and he would like to rest. Guest only meet the
Elite April
3.724.000++ bathroom area and showed the photo to wish to be updated for the source of the insect in the guest
the butler. morning as he does not wish for it to re occur in the
future.

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Daily Briefing

Wednesday, April 24, 2024 | Theme: Sustainability & Environmental Impact

Climate Action Program

Did You Know?

Forbes 2023 – Bar/Lounge

House Count 306 Pax 236 Pax

OVERALL QUESTIONS APR BENCHMARK

Intent to Recommend 86.5 % 85%

Staff Service 97.1% 89%

Anticipation of Needs 82.9% 81.4%

Name Contact No. In-charge Time

Maintenance Work in Program

Birthday List of Luminaries

Daily Event List

VIP Elite Member

Ms. Jie Xia RC approached the guest immediately to apologize for

BSD apologized and offered HK to come to his room

AFOM courtesy guest apologizing the unpleasant

Butler immediately apologize for the inconvenience

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