Quality Commitment

We value every guest stay and are committed to improving the guest experience every day. For the past 13 years, we have continued to strengthen service quality through clear standards, ongoing training and consistent guest feedback.

Guest experience is monitored through our Guest Service Index (GSI), which records and tracks guest feedback. We also provide ongoing training for employees to continuously improve service delivery.

During each stay, guests are supported by a dedicated Guest Services team, including Guest Service Agents (GSA), Guest Relations Officers (GRO), Concierge and the Resort Assistant Manager (RAM). We also review performance through Leading Quality Assurance (LQA) audits, as well as feedback shared across online platforms such as TripAdvisor, Booking.com and our social media channels.

To keep service standards consistent across the resort, our Quality & Continuous Improvement Manager works closely with all departments to maintain and improve service quality.