Hotel Observations — Thematic Clusters

Queues form significantly after 2:30pm 15 min average check-in time One couple at counter for 20+ mins Multiple guests crowding single counter Front desk wide but still congested No self-check-in kiosks observed Self-checkout kiosk present but guests still approached staff All check-in processing dependent on staff Guests crowding around staff rather than waiting in line Guest relation agents distributing water bottles to waiting guests Vehicle priority system — limousines closest to entrance Wide entrance driveway allows multiple vehicles to queue No one observed checking in at Fullerton Bay Only 3 staff stationed outside Fullerton Hotel Guests clustering near lobby seating without checking in Guests waiting for family members in the queue Public lobby feel — non-guests present Guy studying, couple, family, businessman in lounge Minimal check-in activity — team relocated to Fullerton Hotel

Staff opens car door and boot simultaneously Bellboys drag luggage to central tagging point Trolleys not brought to vehicles Manual tagging with pen and paper in front of guest Even backpacks tagged Barcode system used — guests scan during check-in Covered trolleys manually pulled diagonally across lobby Trolleys cut through guest circulation paths Some luggage grouped on floor before loading onto trolley Two bellboys for non-wheeled items, one for wheeled luggage Multiple bellboys deployed for guests with extensive baggage Oversized cases, oddly shaped and tilted luggage observed Loose plastic bags and souvenir bags alongside formal luggage LV bag and personal items placed on lobby floor Tilted luggage — unable to be forklifted Covered trolleys prevent visibility of luggage contents No room escort observed for standard guests Bellboy assists guest with mobility needs into wheelchair Guest relation agents also drag luggage to store behind front desk Luggage manually pushed to side of desk Some luggage placed to side of cart, others to back room Staff comes later to bring luggage to back room Luggage also labelled with tags at Fullerton Guest requested stored luggage back immediately rather than room delivery Guest declined bellboy for 3 pieces — pulled luggage up stairs themselves Guest unaware bellboy was offering help until last moment Guests required to climb steps from foyer to main lobby Bellboy uses side backroom door leading to foyer for storage Luggage variety — small base area to very large pieces Minimal luggage activity — few arrivals observed

~1 in 5 guests prefer to self-carry despite bellboy presence Some guests carry 3–4 pieces themselves Guests retain plastic bags and souvenirs while bellboy follows with rest Guests with 1–2 items typically self-carry Bellboy assistance informally allocated Fewer-bag guests largely left to self-serve Some guest groups unattended on arrival Groups cluster near entrance without guidance Service driven by staff availability not consistent standard Luggage disputes escalated to managers not bellboys Couple requested luggage immediately — manager had to intervene Manager handles inquiries; bellboy role limited to luggage only Staff wearing green shirts direct vehicles outside Guest relation agents split between lobby and front desk Bellboys also assist checkout guests, splitting attention Bell boy offered help but guest refused for 3 pieces of luggage Guest unaware bellboy was offering assistance Checkout bellboy brought luggage to side of seated guest Only 3 staff outside — insufficient for peak coverage Most guests carry their own plastic bags themselves Staff presence minimal — team observed no active service