1. 1 Key Priorities Root CausesActionsAction By Start Date Target Completi on Date Remarks Carpet stain Carpet stained (Light color carpet- easily stained) (GM/RDM/QCI performed physical room check end of Mar) 1.Spot cleaning / shampooing of stained carpet (183 rooms identified from the 275 rooms checked) 2. To patch for carpet that cannot remove by cleaning/ shampooing 3. Consult with IHG designer to see if entrance area of room to be change to darker color carpet 4. Conduct next 275 rooms audit HK Supervisor Executive Housekeeper GM GM/RDM/QCI 24 May 1 Jun 25 May 2 Aug 31 May 9 July 31 May 7 Aug Based on findings from rooms audit, priority list was created & concern department started to work on it (See attached list -Completed) Some room not completed due to fully booked situation in Jun Awaiting reply from Paul Reyburn (See attached email) HIM: 2010, Q1 GSTS Action Planning Attractiveness of Guest Room (77.3 ; 1.0)

2. 2 Priority list ( Carpet stain)

3. 3 Email correspondence with Paul Reyburn

4. 4 Key Priorities Root CausesActionsAction By Start Date Target Completio n Date Remarks Wall stained / scratch I- Interview Wall stained /scratch (GM/RDM/QCI performed physical room check end of Mar) Pervious I interview form too general To fix the wall plaster and re-paint if necessary Improved Interview form, to get more specific information about “Attractiveness of Guest Room”. Launched on 1 Jun, & brief to auditors Maintenance Supervisor QCIM 17 May 1 Jun 9 July 4 Jun (Ongoing) (See attached list) Some room not completed due to fully booked situation in Jun Based on Janet comment ( see attachment) HIM: 2010, Q1 GSTS Action Planning Attractiveness of Guest Room (77.3 ; 1.0)

5. 5 Priority List ( Wall stain)

6. 6 Revised I –Interview Form

7. 7 Key Priorities Root CausesActionsAction By Start Date Target Completio n Date Remarks External laundry Outsourced Laundry did not consistently provide clean linen. (I-Interview feedback mostly on linen issue only) 1.Meeting was held with Mr.Azman ( Owner of Azman Laundry ) and GM/RDM/QCIM : a)Both parties agreed that QCIM will audit laundry flow and HIM flow, and come out with flow chart b)Base on flow chart analysis, both parties agreed to appoint and train HIM linen staff to be placed at the laundry site for quality control. c)Daily reporting and review weekly by RDM/ GM on linen rejection rate ( max 5%) and reject reasons d) EHK to report daily and review weekly by RDM/GM for number of accumulated reject linen (to be sent for special treatment) QCIM QCIM/ Executive Housekeeper Executive Housekeeper /RDM/GM 11 May 1 Jun 1 July 17 May 5 Jun Ongoing HIM: 2010, Q1 GSTS Action Planning Attractiveness of Guest Room (77.3 ; 1.0)

8. 8 Key Priorities Root CausesActionsAction By Start Date Target Completio n Date Remarks Linen par level Communic ation with suppliers Red zone (Linen handling area) Par level and laundry quality was not monitored No regular communication with Azman and Ecolab Contamination of linen during handling process 1. Linen was checked and beefed up before the busy period during end of May( borrowed 100 king and 250 twin bed sheet from HIGL), in anticipation of busy school holiday period. 2. Monthly reporting of par levels ( to be signed off by RDM /EHK min par levels 3.5) Weekly review meeting Improve Red zone area by putting fencing and surface protection (e.g. canvas on floor ) Executive Housekeeper Executive Housekeeper/RDM Executive Housekeeper/QCIM /Azman /Ecolab/RDM/GM Executive Housekeeper 31 May 1 Jun 1 Jul 31 May 4 Jun 30 Jun (Ongoing monthly) Weekly 4 Jun Additional linen ordered expected to arrive end of Jun Monthly Inventory HIM: 2010, Q1 GSTS Action Planning Attractiveness of Guest Room (77.3 ; 1.0)