1 HIRP : 2010, Q2 GSTS Action Planning Key PrioritiesRoot CausesActionsAction By Target Completion Date Actual Completion Date StatusRemarks Maintenance of guest rooms Floor/walls - Stained floor Temperature control operation not responsive/poor control Toilet - seat loose Room door lock TV bad picture at Ferringhi Tower TV at Beach Wing PMM team is to repaint entire walls instead touch up (Ferringhi Tower) To identify and schedule staff to check solenoid valve for repairing or replacing at Ferringhi Tower Schedule 1staff to check & tighten all rooms in Beach Wing followed with PMM Replacement off batteries for all Beach Wing rooms Approval of new LCD is pending from owner To replace 2 pin plug to 3 pin plug Contractor DOE DOE DOE GM DOE On going Oct 15 Oct 30 Oct 30 Sept 15 Sept 30

2 HIRP : 2010, Q2 GSTS Action Planning Key PrioritiesRoot CausesActionsAction By Target Completion Date Actual Completion Date StatusRemarks Maintenance of guest rooms Room odor -musty /damp smell Room smelly due to bath tub leak causing underlay to get wet Balcony sliding doors are hard to slide Schedule for carpet shampoo To identify and repair faulty bath tubs Bath tub pop up waste controller to be replaced Carpet underlay to be changed in a phased manner Bath tub drain will be cleaned during PMM To continue greasing during PMM EHK Contractor Contractor Contractor PMM team Sept 30 Aug 31 Mar 2011 On going On goingAug 31 Done

3 HIRP : 2010, Q2 GSTS Action Planning Key PrioritiesRoot CausesActionsAction By Target Completion Date Actual Completion Date StatusRemarks Maintenance of guest rooms Inconsistent PMM of rooms Toilet flushing inefficient Calibration of AC in Beach Wing rooms All rooms to be checked & released by DOE after verifying against check list. Spot checks and I-Fix audits by FOM & EHK Number of the complaint has reduce since replacement of flushing pump in all the guestrooms in August (Ferringhi Tower) Conduct sewage waste drain cleaning in Ferringhi Tower Calibrated earlier by Engineering team presently working with external supplier to address issue. Findings are that some solenoid valves have been by-passed hence identifying replacement and re-adjusting of temperature control. Room Attendants will be re-trained on setting of temperature control DOE/FOM/ EHK Contractor / DOE DOE EHK/AHK On going October 31 July 31 October 15 Aug 30 July 31Done

4 HIRP : 2010, Q2 GSTS Action Planning Key PrioritiesRoot CausesActionsAction By Target Completion Date Actual Completion Date Status Remark s PMM SOP Training & Compliance SOP training not conducted for sub contractor Compliance Check not consistent SOP training is scheduled for In September – Minimum 2 sessions will be conducted and re-audited to determine quality and review alternative contractor PMM rooms to be checked daily against checklist and ensure that all released rooms are PMM compliance. Rejected rooms will be re-done by contractor. DOE DOE/ AHK 30 th Sept On - going

5 HIRP : I-FIX Project Maintenance Score Card