Annual Report 2019

FAR EAST CONSORTIUM INTERNATIONAL LIMITED 66 ENVIRONMENTAL, SOCIAL AND GOVERNANCE REPORT Guest Satisfaction Dorsett is committed to creating guest experiences that surprise and excite. Each guest has their own expectations, and their feedback guide us to continuously improve guest experience. We encourage open communication and solicit guest feedback by multiple methods: Feedback channels Dorsett Wine Hour Online comment platforms • In-room guest questionnaire • In-room smartphone • Live chat room on Dorsett homepage • Dedicated email • One hour event held on every Wednesday for guests to share suggestions and feedback with the management team, during which complimentary drinks are served • Social media platform monitored by the Group to enhance guest experience In-room smartphones Dorsett Wine Hour at Dorsett Wanchai All associates are trained in customer service and handling direct guest complaints, and are required to follow the policy on giving timely response. Complaints made via in-room smartphones are sent to the Housekeeping, Front Office, Financial Controller and General Manager of the hotel, and response within an hour is required. For written complaints, guaranteed response time is within 48 hours. During FY2019, there were 1,357 complaints received concerning Hotel, mainly on amenities, complimentary supplies, service quality, temperatures, housekeeping, cleanliness, food variety, dated features and decoration, and WiFi, etc. The management has been briefed on the area concerns, and the relevant departments has been informed of the issues to take follow-up course of actions. In November 2018, Dorsett has launched its customer loyalty stay program, “Dorsett-Your Rewards”, as a new customer relationship system to improve customer experience and database management. The program rewards and recognises our guests with a range of benefits, such as member-exclusive stay discount, points earning mechanism to redeem for future stay, free room upgrade and birthday celebration, in order to add value to guests’ stay and creating a lasting and memorable stay experience. VIP