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Report of User Satisfaction Survey | Report of Handling Suggestions/Complaints/Objections

 

 

Scope of Responsibility:
Pousada de Mong-Há is one of the training units of the Institute For Tourism Studies, where all the related course training takes place. The Pousada is opened to the public, providing all hotel-related services.

Target Customers: General public

Performance Pledge:

 
  Service Type
Handling Time
(working days)
Fee (if applicable)
Expected Achievement rate (2008)
Actual Achievement rate (2007)
Accommodation Services:
       
Reservation enquiries –
via telephone

Completed within 20 minutes

Not applicable
99%
100%
  Target Customers: In-house guests

Performance Pledge:
 
  Service Type
Handling Time
(working days)
Fee (if applicable)
Expected Achievement rate (2008)
Actual Achievement rate (2007)
Accommodation Services:
       

Check-in

Completed within 10 minutes

Not applicable
100%
100%

Concierge service

Completed within 15 minutes

Not applicable
99%
100%

Booking of recreational facilities

Completed within 10 minutes

Not applicable
99%
100%

Shuttle service

On time (based on the schedule)

Not applicable
99%
100%

Check-out

Completed within 20 minutes

Not applicable
100%
100%

Housekeeping service

Completed within 1 hour

Not applicable
100%
100%

Laundry service (Normal)

Return on the following day

Please refer to the Laundry / Dry Cleaning & Pressing List for detailed information
99%
100%

Laundry service (Express)

Return on the same day

Please refer to the Laundry / Dry Cleaning & Pressing List for detailed information
99%
100%
Remarks: Please refer to the Pousada website (www.ift.edu.mo/pousada) for detailed charges.
 
Opening Hours : 24 hours

Enquiries or Reservations : (853) 2851 5222

The operation of Pousada de Mong-Há is handled by students
 



Last modified on: 2008-10-27
 
Address: Colina de Mong-Há, Macao, China E-mail: iftpr@ift.edu.mo Tel: (853) 2856 1252 Fax: (853) 2851 9058
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