*CONDENSED AUDIT REPORT* HOTEL NAME - April, 2025

05 GUEST EXPERIENCE IN COMMUNAL AREAS RESORTSMAGAZINE 24 APR 25 SERVICE (17/18) 94.4 % Q# QUESTION SCORE RESPONSE PREVIOUS Telephone conversations are calmand clear (1/1) 1 YES The guest is always asked permission before being placed on hold (1/1) 2 YES No telephone hold longer than 30 seconds without offering call- back (1/1) 3 YES Staff acknowledges the guest when appropriate and reasonably possible (1/1) 4 YES Staff is highly articulate and avoids slang and excessive use of phrase-fragments (1/1) 5 YES Most of the time Some phare-fragments Staff is polite andmaintains a gracious tone and appropriate pace throughout the interaction (1/1) 6 YES Staff readily smiles andmaintains an engaging expression (1/1) 7 YES Staff makes eye contact and keeps focus on the guest (1/1) 8 YES Staff exhibits a genuine sense of interest and concern for the guest and/or demonstrates anticipatory service when appropriate and helpful (1/1) 9 YES Cross-departmental channels of communication among staff are consistent and complete (1/1) 10 YES Most of the times Staff maintains alert posture and behaves professionally in view of the guest (1/1) 11 YES Staff can capably answer questions about the entire hotel or obtains effective and prompt assistance (1/1) 12 YES If known, the guest's name is used naturally as a signal of recognition (0/1) 13 NO Staff closes interactions with a polite, appropriate remark (1/1) 14 YES All staff encountered are wearing professional, clean and well- fitted uniforms (1/1) 15 YES All staff encountered are extremely well-groomed (1/1) 16 YES Staff does not decline any request without offering appropriate alternatives (1/1) 17 YES All services are handled without excessive delays (1/1) 18 YES Large groups or meetings are handled in a way that does not interfere with the guest's visit or make themuncomfortable at any point 19 N/A Staff uniforms are exceptional in design and style 20 N/A Uniforms are good, but not outstanding or memorable. Good the red of the valet parking and bell boy, easy to recognize immediately. Page 2 of 3 Ref:6889829 : 25,April 2025 17:47:04 CEST