1 CPMKL: 2010, Q3 GSTS Action Planning Responsiveness of Staff in Fulfilling Request (Front Office) Key PrioritiesRoot CausesActionsAction By Target Completion Date Actual Completio n Date Status Remark s Internet booking accuracy Holidex flow through process will auto switch to Superior room category when it detects base room is unavailable. Superior room is set hardcoded as flow through room and will auto display adult & 2 children capacity. 1.Pro-active measure - All reservation coming through Holidex booked under Superior room will be automatically upgraded to Grand Deluxe Room with a Complimentary Extra Bed. This has been cascaded down to Reservations and Front Office. 2.This issue has been reported to IHG Atlanta and is awaiting correction to the Holidex configuration by the technical office Area Revenue Manager 15 Jan 2011

2 CPMKL: 2010, Q3 GSTS Action Planning Responsiveness of Staff in Fulfilling Request (Front Office) Key PrioritiesRoot CausesActionsAction By Target Completion Date Actual Completio n Date Status Remark s Updating of room status Carelessness among receptionist when performing room change in the system that resulting wrong update of rooms status.. 1.To retrain all staff on room change policy and procedure. Best Practice is to make the previous room “dirty” when making a room change in the system. 2.To review on the access rights among Front Office members in updating room status. Only the Duty Managers & Room Controller are allowed to override the room status in the system. Assistant Front Office Manager 15 Dec 10

3 CPMKL: 2010, Q3 GSTS Action Planning Responsiveness of Staff in Fulfilling Request (Front Office) Key Priorities Root CausesActionsAction By Target Completion Date Actual Completio n Date Status Remark s Limousine Transfers Billing accuracy Frequent limousine missed pick up issues due to insufficient of car and drivers. High error rate especially when registered number of pax and mode of payment are incorrect 1.Reinforce SOP whereby all transfer arrangement need to present their car at the Hotel for inspection before they depart for all transfer assignment. 2.Concierge Manager & Limousine Supervisor to cross check with flight manifesto on arrival time of all flights with limo arrangement. 3.Documenting all transfers incidents and highlight during monthly meeting with the limousine operator. Train receptionists to re-confirm number of pax and mode of payment upon check-in plus accurately registering in the system. Carry out reservation accuracy audits twice a week. Concierge Manager Assistant Front Office Manager Reservations Manager 10 Dec 10

4 CPMKL: 2010, Q3 GSTS Action Planning Responsiveness of Staff in Fulfilling Request (Front Office) Key PrioritiesRoot CausesActionsAction By Target Completion Date Actual Completio n Date Status Remark s Guest Service Centre coverage Concierge responsiveness 1.Lack of coverage in during peak hours 2.Operator assisting internal requests to make calls. 1.Missed requests by Concierge due to no systemized recording 1.Review current schedule and adjust for optimum coverage. Create SOP for meal breaks timings and supervision by Duty Managers. 2.Review direct dialing access rights (for administration) especially that frequently call operator for assistance and grant access. Accountability to be set and controlled by users. 1.Enforce full use of ESCAP 2.All Front Office staff to be trained to use ESCAP to execute requests relating to Engineering, Housekeeping & Concierge Assistant Front Office Manager Front Office Manager / Concierge Manager 15 Dec Dec 2010

5 CPMKL: 2010, Q3 GSTS Action Planning Responsiveness of Staff in Fulfilling Request (Housekeeping) Key PrioritiesRoot CausesActionsAction By Target Completion Date Actual Completio n Date Status Remark s Housekeeping runners on responding to laundry requests Guest request not able to be delivered on time due to shortage of runners during peak hours 7am – 9am 12pm – 2pm, 7pm – 9pm 1) To review runners duty roster and schedule additional 1 runner on peak hours to accommodate guest request 2)To highlight the importance of prompt delivery of guest request to all runners 3)To separate runners for normal guest request and laundry request ( 1 each) 4)Runners on day off to be replaced by foreign casual labor who has been trained to take over the position. 5)For Air Crews, create SOP for group pick-up and delivery. Assistant Executive Housekeeper 15 Dec 10