General
Presentation & Findings
Rooms Division
Food & Beverage
Human Resource
Engineering
Rooms Division
In spite of many declared efforts in training it is obvious that this training has fallen mostly
on deaf ears and had very little effect on improving the quality of service at the resort.
No motivational or incentive programs are available; the available programs considered
motivation by management are in fact only activities and have no relation to motivation or
incentives
There are some development activities in place like cross training/cross exposure at sister
properties in Egypt, with Maritim in Germany and Cornell University. However the actual
development stops at a low place on the “Ladder” because the next position up the ladder is
occupied and will not become available until the very top of the ladder vacates and all rungs
below move up.
Revenue from the Excursion Department seems to be rather “tricky” to control since nearly
every excursion and/or program seems to have its own formula for revenue, some are cost
sharing, some are profit sharing, some are on straight commission. The Financial Audit should
look into this and confirm that it is in fact properly controlled
In Recreation any expenses for these “Motivational” activities are covered through
contributions by suppliers, a very questionable situation, suppliers “Donating” cash funds to
departments????
The Guest Relation Manager is on leave and any Guest Relation matter is handled by the
Front desk. However there is no information at the guest relation desk where to go or what to
do
Every department has very nice Training Plans, covering all the usual subjects and beyond,
but there is very little indication that training has actually made a difference.
They operate with a Bed Linen par stock of two?? I did not see any quantity of linen at the
general Store either
Pillow a a la carte service does not work as envisioned and advertised
“Good Night” Chocolate received on Nov. 25 & 26, consisted of a small Cadbury caramel?
The printed box it was presented in must be more expensive than the candy.
Uniformity and consistency is lacking in Housekeeping which indicates a clear deficiency in
training
The bathroom amenities are of a very cheap quality and the presentation is not very exciting
either
The policy of Linen changing does not seem to be clear cut, I received a lengthy explanation
how
it will be changed every day if it is dirty but if it is not dirty it maybe not changed ‘till next
day, maybe only change pillow case and not sheet, etc. Totally unacceptable for 5* standard
Coffee/Tea making equipment and cups are available in the rooms, but not the ingredients
and no indication if the ingredients are available and from where
No particular effort was observed to market the Excursion programs, Bedouin Dinner or any
other revenue creating activities on a one on one basis.
No observation of the Thai Masseuse’s distributing their flyers to the guest on the beach or
during lunch at the restaurant
Aside from a couple of F&B flyers in the rooms and flyers at the Activity Center I have not
observed any marketing activities
Recreation/Animation has a “Homemade” flyer for activities and the relevant cost, which is
totally below standard and cheap looking.
The flyer for the Spa Services and therapies is homemade and nowhere near the expected 5*
standard it makes the services themselves look unprofessional.
Food & Beverage
Motivation it seems no one really knows or understands the meaning of it. Everyone
confusing the monthly or yearly events happen for the Associates with an individual
motivation.
Not one Department Head gives or prepares Goals or assigns tasks to be achieved in order to
stimulate the individuals Associates.
General complain from the Associates is that they not see any development opportunity for
the future.
The general attitude is not positive and they are just working to support their own families as
no better job is available
Back of the house very bad and unclean in all areas from the Receiving to Food & Beverage
Store,
Purchasing / Receiving areas. Floors have not been scrubbed properly for a long time. Walls
are very dirty and in bad conditions.
In the Food Store items are not properly stored and classified.
Many paper boxes are just stored which shouldn’t be the case.
Control Cards are just placed somewhere in top of the products.
In the Receiving Area no system seems to be in place to receiving the products.
The Fruit & Vegetable delivery truck was very dirty inside
None of the Associates working in the F&B Departments are involved or aware about any
promotions going on in the Hotel.
The tour of the Main Kitchen facilities has been a nightmare! I found very old equipment all
over, however just because they are old they should be clean while still in place. From the
floor to the ceiling everything is very dirty and filthy. I observed greasy exhausts and fire
system. Shelving and storage areas were chinaware, glassware, cutlery and buffet equipment
are placed are all in very bad conditions.
The Main Service Bar condition is very bad. It is in poor shape and not maintained.
Some of the electric oven burners are totally broken.
There are no words to describe the hygienic condition of the Main Kitchen! The Hotels
Hygienic is monitored monthly by from Crystal. I do really wonder what and how they
monitoring?
Talking with the Chef it seems the food preparation have no policies, procedures and
standards in place, there is no support from the Management Company and no “interference”
e.g. advise, control, suggestions, etc.
Food Promotions are confused with yearly event (Valentine day, Xmas, Eastern, Eid, etc).
Real food promotions are seldom featured.
For the Guests poorly prepared flyers are printed and distributed around the Hotel
From my observation the Executive Chef concentrates mainly on the three major Theme
Outlets while leaving the operation of the Main restaurant, Room Service and anything
relating the Hygiene, Maintenance, receiving of the food products, etc. to others
For sure his presence in the production is missing and that can be seen by the food quality
served which is not value for money.
Human Resource
The property is currently operating without a Human Resource Dept. Head,
The Medical clinic is located in the staff compound; it does appear a bit on the primitive side
Orientation, a two day process takes place once or twice a month, depending on the number
of new joiners.
Neither the Training Manager nor any of the Department Heads talked with understand the
concept of motivation and motivating team members. In fact the hotel does not have a true
motivation / incentive programs in place
Better usage and implementation of an internal promotion and internal transfer system to
other properties could satisfy some of the development shortcoming that is in place at this
time.
Nearly all hotels, even if they staffed correctly as per international standards they are in fact
understaffed with qualified team members
Most new Employees are given the shortest and fastest possible induction and training and
placed in the department expected to do a job they are little qualified for.!
While the procedures are in place it is highly doubtful and to a degree quite evident that if the
procedures for training were followed, the condition of the property and the quality of service
would be very different.
The highest expenses of the Human Resources Budget are Medical expenses with represent
nearly 1% of revenue YTD.
New employees are interested only in one of two attractions, either salary or development. In
neither category does the Jolie Ville Naamma Bay excel’s…. In either
Engineering Division
The hotel facilities in general suffer from a big lack of applying technical standards. How ever
There are massive ignorant about how to finish jobs properly and keep the issues up to
standard.
Many negative cases shown in Maintenance Task section prove a lack of training and can lead
to many risks like fire plus waste of money.
Regarding Information management many technical reporting not issued.
Measurements like productivity standards not being established for all know tasks.
Important Audits and Inspections not conducted.
Engineering department playing important role in stable and safety operation, however most of
engineering Policies, Rules and Regulation not exist.
Regarding Work Control no process to quantify all woks, (work orders, maintenance works …
etc)
The hotel under renovation in a many certain areas, so a huge quantity of boxes, furniture,
equipments, all kind of materials and lot of other things stored in improper places,
The only current inventory of facilities is with accounting, there is no complete detailed
inventory of all assets for all areas documented with engineering department.
Also planned and organized Facility Condition Inspection program not performed and not
documented.
Concerning Work Request procedure there no a written procedure with standard form which
defines parameters for generation and submission of work request.
The guest related work requests not given a high priority level and attended within 10 Minutes.
Guest rooms had a lot of finding.
Engineering utilities, plants rooms and kitchens not in a good technical condition because they
not had a proper preventive maintenance program
Preventive Maintenance program is the major neglected and not up to standards issue.
Engineering store value is high, this is not recommended. also the store rooms not tidy and the
items not secured (out of balance)
There are no precautions taken to eliminate any hazardous condition due to stored items.
Concerning energy a lot of measures must be taken for saving. Electricity consumption about
13,000,000 kwh /year is Very Poor Efficiency (high power consumption) compares with
established benchmarks.
No Energy audit been conducted either externally or internally within the past 3 years.
For Energy Conservation Measures there is no comprehensive lighting review with proposed
retrofit, for example there is no lighting energy saving.
In Steam Production and distribution the return condensate have much steam this mean a waste
of steam and waste of energy (Diesel fuel) (check steam boiler finding)
No comprehensive water consumption survey being done and potential Energy Conservation
Measures established, for example in rooms bathrooms water mixer aerator are not saving
water (check Rooms Finding).
The chillers and package units hadn’t been evaluated to confirm their efficiency.
The available HVAC BMS is canceled this is a big waste of energy (check HVAC finding).