1 Housekeeping Attractiveness of guest room – 1.3 Key PrioritiesRoot CausesActionsAction By Target Completion Date Actual Completion Date StatusRemarks Attractiveness of guest room Room set-up is limited with just the basic necessities making the room look bare Provide flowers in bud vase in every room on arrival day EHK / AEHK / HK Team 31 Mar 2011To study cost implication Heavy drapes are drawn with just about a foot opening to lessen radiated heat from sunlight making the room a little bit dark Day 1 (arrival) – Draw heavy drapes wider to about 1.5, to have enough natural light to enter Check and ensure every room is sufficiently lighted especially at night. EHK / AEHK / HK Team 25 Feb Mar 2011 To recommend using higher wattage or additional lights if necessary Cleanliness as part of guest perception on attractiveness Strict implementation and audit of I-Clean EHK / AEHK/ Supervisor / RDM / QCIM 31 Mar 2011

2 Housekeeping Attractiveness of guest room – 1.3 Key Priorities Root CausesActionsAction By Target Completion Date Actual Completion Date StatusRemarks Cleanliness of guest room- Room faults in the last 3 months -Windows, sills and surfaces free of smudges – Furnishings free of dust – Rectification of window gaps; to do room inventory and track completion -To propose A/C duct cleaning and put filter on A/C vents EHK / AEHK Supervisors / RDM / Chief Eng’r. QCIM 30 Apr ‘11On-going Furnishings in operational condition Follow-up with Engineering repair of equipment inputted in ESCAP EHK / AEHK /QCIM / Chief Engr 31 Mar ‘11On-going - Glasses, tea cups… clean – GRO’s leaves marks on the glasses when they check the rooms- to schedule training with GROs on the set- up of amenities and proper handling of glasses EHK / AEHK / RDM / QCIM 31 Mar 2011On-goingContinuous activity

3 Housekeeping Attractiveness of guest room – 1.3 Survey DateRoom No.HeartBeat Comment 02 Mar ‘111618“Well maintained, clean and cozy rooms…” 03 Mar ‘111605“The room is clean and complete…” 03 Mar ‘111221“I like the room accommodation, it’s spacious and clean.” 03 Mar ‘’1603“The room is clean and bright.” 08 Jan ‘111512“Rooms are nice, clean, looks new…” 09 Jan ‘111219“The rooms are cleaned very often, the facilities are complete…” 17 Jan ‘111110“Big and clean rooms.” 19 Jan ‘11717“Roomy, nice ambiance.” 26 Jan ‘11712“Nice room… the room is big however, some improvements can be done on the lay-out e.g. TV…” 02 Feb ‘11820“The rooms are clean and of big size…” 06 Feb ‘11719“Room gives an old feeling as if the décor and renovation is outdated…” 17 Feb ‘111115“… room décor outdated…”