1

Key Priorities

Root Causes Actions Action By Start

Date

Target Completion 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 PlanningAttractiveness of Guest Room (77.3 ; 1.0)

2

Priority list ( Carpet stain)

3

Email correspondence with Paul Reyburn

4

Key Priorities

Root Causes Actions Action 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 andre-paint if necessary

Improved Interview form,to get more specificinformation about “Attractiveness of GuestRoom”. 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 PlanningAttractiveness of Guest Room (77.3 ; 1.0)

5

Priority List ( Wall stain)

6

Revised I –Interview Form

7

Key Priorities

Root Causes Actions Action 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

Executive Housekeeper/RDM/GM

11 May

1 Jun

1 Jun

1 July

17 May

5 Jun

Ongoing

Ongoing

HIM: 2010, Q1 GSTS Action Planning Attractiveness of Guest Room (77.3 ; 1.0)

8

Key Priorities

Root Causes Actions Action By Start

Date

Target Completio

n Date

Remarks

Linen par level

Communication 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 thebusy period during endof May( borrowed 100king and 250 twin bedsheet from HIGL) , in anticipation of busy schoolholiday period.

2. Monthly reporting ofpar levels ( to be signedoff by RDM /EHK min par levels 3.5)

Weekly review meeting

Improve Red zone area byputting fencingand 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)