*CONDENSED AUDIT REPORT* HOTEL NAME - April, 2025

RESORTSMAGAZINE 04 ARRIVAL FRIDAY 25th April 2025 84.62 % (22.0/26.0) S UMMA R Y The arrival service on April 23, 2025, was generally very positive, achieving an overall score of 84.62%. The staff was courteous, smiling, and professional, showing genuine attention toward guests and maintaining impeccable behavior. The arrival process was quick and efficient: curbside greeting occurred within 30 seconds, and the registration for two rooms was completed in about five minutes. However, a fewminor issues were noted, such as the lack of confirmation about newspaper availability and less-than-optimal luggage storage—a coat hanger was placed on a radiator pipe due to the lack of a luggage cart. During check-in, the staff did not always use the guests’ names but still maintained a polite tone and promptly handled reservations, quickly correcting an initial confusion about the dinner booking time. Remark: check-in process was fast so not many chance to address guests with family name. Additionally, a welcome drink was offered, and the guests were escorted to the bar, a thoughtful gesture that made the arrival experience particularly pleasant and welcoming. Overall, the general impression was of a well-organized service, with motivated, guest-oriented staff, though with some minor areas for improvement. SERVICE (22/26) 84.6 % Q# QUESTION SCORE RESPONSE PREVIOUS Staff acknowledges the guest when appropriate and reasonably possible (1/1) 1 YES Staff is highly articulate and avoids slang and excessive use of phrase-fragments (1/1) 2 YES Staff is polite andmaintains a gracious tone and appropriate pace throughout the interaction (1/1) 3 YES Staff readily smiles andmaintains an engaging expression (1/1) 4 YES Staff makes eye contact and keeps focus on the guest (1/1) 5 YES Staff exhibits a genuine sense of interest and concern for the guest (1/1) 6 YES Staff is thoughtful and intuitive, demonstrating anticipatory service when appropriate and helpful (1/1) 7 YES Cross-departmental channels of communication among staff are consistent and complete (0/1) 8 NO And the reception the dinner appears to be booked at 7:30 PM but also we have a booking at 8 PM for the cocktail on the terrace Staff performs the requirements of their department knowledgeably and proficiently. Staff can capably answer questions about the entire hotel or obtains effective and prompt assistance 9 N/A Page 1 of 3 Ref:6888785 : 25,April 2025 16:10:31 CEST