1 CPMKL: 2010, Q2 GSTS Action Planning Genuine caring attitude Key PrioritiesRoot CausesActionsAction By Target Completion Date Actual Completio n Date Status Remar ks External launderette Inadequate linen supply Inconsistent work quality due to difficulty in retain and replace experience staff High loses and damages especially on face towels, mostly taken away by Guests causes inadequate supply 1.Laundry manager to re-train staff involved and to supervise closely. 2.Laundry manager to have opening & closing checklist for each shift in order to provide clear direction. This checklist are to be forwarded to Executive Housekeeper on a daily basis for verification 3.Executive Housekeeper to carry out 1 random check on this checklist weekly. 4.Executive Housekeeper to audit the laundry area once a week to check on standards 1.Identify overall fast moving items and set up order cycles and par levels. Executive Housekeeper 15/10/10

2 CPMKL: 2010, Q2 GSTS Action Planning Genuine caring attitude Key PrioritiesRoot CausesActionsAction By Target Completion Date Actual Completio n Date Status Remar ks Housekeeping Minimum standard awareness Minimum standard not set for cases below causes staff to perform with no consistencies, such as; 1)Set up and maintenance of baby cots resulting poor appearance and violation of safety 2)Old newspaper, hangers from laundry not removed rooms on a daily basis 3)Delivery of guest loan items that are not in good condition. 1.Set up quick guide / checklist to foam as best practice than can cover all areas 2.Create a Dos’ and Don’ts list in responding to Guests requests 3.Set up weekly inspection on loan items to ensure all in good condition. All defective items must be send for repair immediately and discard if cannot be salvaged. Executive Housekeeper 10/9/10

3 CPMKL: 2010, Q2 GSTS Action Planning Genuine Caring Attitude Key PrioritiesRoot CausesActionsAction By Target Completion Date Actual Completi on Date StatusRemarks Front Desk check-in/out efficiency Staff check in /out haphazardly especially when under pressure resulting in certain essential steps being missed, such as courtesies, benefits explained and confirmation of requests. 1.Refresh of Smart Start Training and conduct Role play. 2.Prioritize duty and roles especially during peak period to alleviate pressure at the Front Desk by positioning the Guest Relations Manager / Crowne Ambassador to manage traffic and assist with enquires at the Front Desk 3.Review Express Check Out procedures and target a minimum of 10% improvement 4.Set process for Housekeeping to improve room VC idle time by setting trigger for rooms when defects are not rectified after 1hr. Assistant Front Office Manager Executive Housekeeper 15 Sept Sept 10

4 CPMKL: 2010, Q2 GSTS Action Planning Genuine Caring Attitude Key PrioritiesRoot CausesActionsAction By Target Completi on Date Actual Comple tion Date StatusRemarks Front Desk attentiveness Guest Service Centre Recognition and acknowledgement not consistent resulting guest to perceive staff lack attentiveness High traffic of incoming calls during peak period and new employees (3) are not skillful to handle Guests with extra needs as they ask detailed questions. 1.To conduct training on the 5,10 Rule (i.e. Within 10 feet to acknowledge & within 5 feet to greet) for all Front Office Assistants, Concierge, Bellman and Planters ’ Inn staff 1.To conduct role play training - to handle such calls effectively 2.Set minimum standard and best practice for staffing level during peak hours 3.Monitor and report if the Guest Service Centre gets interrupted by internal enquires and requests 4.Ensure ESCAP is fully optimized and stop using phone to send requests. Front Office Manager F&B Director GSC Supervisor 15 Sept 10

5 CPMKL: 2010, Q2 GSTS Action Planning Genuine Caring Attitude Key Priorities Root CausesActionsAction By Target Completio n Date Actual Completi on Date StatusRemarks Guest Service Centre Concierge, filling system 3 newly recruited staff are not familiar with room layout/ orientations & facilities Too many files at Concierge causes confusions and resulting misses on guest requests. 1.To conduct room familiarization for the new recruits 2.To do room facilities album 3.Ensure new employees are inducted as per orientation programme. 1.To remove unnecessary files and systemize filing system to aid follow up, communications and information effectively Assistant Front Office Manager Front Office Manager 30/9/10 10/09/10

6 TQM IQ Monitoring & Maintenance