The Desk will provide services as stated below Exclusive desk for Check in / Check out Club Concierge will extend all concierge related services for Horizon Club & Suites 12. Where is our guest service centre located & what services are provided? Located in the upper basement, the Guest Service Centre is the one point contact for the guests. Telephone Handling, Handling all guest request, 1st point for complaint resolutions/recording FCS implement, train, & monitor, Scripting / recording & retrieving of guest message, Emergency procedures 14. What fleet of cars is available in our hotel? 2 Mercedes E class, 2 Mercedes GL class and 1 Mercedes S Class form the hotel’s luxury car fleet. Additionally we will also offer Toyota Altis and Innova’s to suit our clients requirements. 15. What are the inclusions for the Horizon Club? The inclusions for all guest staying in Horizon Club & Suites are as follows Express Check in & Check out, Buffet Breakfast at Horizon Club Lounge or b Café, Lounge inclusions 16. What software do we use for logging guest complaints? We will be using FCS-eConnect for logging all guest complaints. Additionally, DR3 – Defect – report, record & resolve will also be used to track guest complaints. DR3 is a web based system and is accessed through Shangintranet. There are 2 ways of complaint logging: 1. Directly through web-based DR3 module on Shang intranet. 2. DR3 form which can be filled up and handed over to our QI Manager. Welcome Fruit amenity Welcome drink on arrival 13. What is the Check in & Check out timing of our hotel? Check in time is 14:00 hrs and Check out time is 12:00 hrs.
17. What facilities are on offer at the Shangri-La hotel, Bengaluru? The Shangri-La Bengaluru has
397 rooms (including 30 suites), CHI, The Spa and Health Club,
89
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