1. 1 Key Priorities Root CausesActionsAction By Start Date Target Completion Date Remarks VIP Guest & repeating guests No specific standard/set up to create recognition (Not feel recognized - GSTS May &Jun ) 1)Staff to stamp on the registration card for repeated guest to remind receptionist 2)To come out standard “welcome wording” : a) PCR b) repeat guests 3) Revised the VIP set up amenities 4) Room set up change quarterly for Club Room & VIP DM FOM HK Exe 1 Aug 10 Aug Ongoing On-going Quarterly Review and change new set up every quarterly HIM: 2010, Q2 GSTS Action Planning Warm, friendly welcome (82.7 ; 1.2)

2. 2 Key Priorities Root CausesActionsAction By Start Date Target Completion Date Remarks Welcoming experience at entrance Doorman /door girl not performing on par /exceed expectation on welcoming guest, due to little knowledge on how to be a good doorman and doorgirl 1)Develop EEEM slides presentation & train doorman/door girl. 2) Doorman/door-girl with local Baba Nyonya costume to represent Melakan unique traditional culture & enhance welcoming experiences of guest to Melaka QCIM FOM 1 Sep 9 Aug 20 Sep 9 Aug HIM: 2010, Q2 GSTS Action Planning Warm, friendly welcome (82.7 ; 1.2)

3. 3 Key PrioritiesRoot CausesActions Action By Start Date Target Completion Date Remarks Welcome & check-in experiences Lack of interaction and communication with guests to show the friendly and “down-to earth” action 1)Staff take mobile number/email from Opera, send SMS or email welcome message and ask if any additional request to anticipate guest’s needs (upon arrival of guest a day before) 2) Personalized & seamless check in by GEC and assistant –direct to room (when occupancy < 75%) FOM 9 Aug 14 Aug 9 Aug Daily SOP created HIM: 2010, Q2 GSTS Action Planning Warm, friendly welcome (82.7 ; 1.2)

4. 4 VIP’S CODE VIP 1 - PCR Base, Frequent Guest, Long Stay VIP 2 - PCR Gold, Diplomat, Special Frequent Guest (5 times and above) VIP 3 - PCR Platinum, Celebrities and Top Frequent guest (10 times and above) VIP 4 – Head of State, Royalty and International Celebrities

5. 5 VIP 1 Set Up New VIP 1 setup amenities with traditional ‘Bakul Siah’ and together with fresh flower Items Fruits x 3 in “Bakul Siah”(Local Baba Nyonya style basket) Welcome Card x1 Drinking Water x1

6. 6 VIP 2 Set Up VIP 2 we will provide more fruits in traditional ‘Bakul Siah’ and 2 decorated cake together with fresh flower. Items Fruits x 4 in Bakul Siah Welcome cardx1 Cake x 2 Drinking Water x1

7. 7 VIP 3 we will provide with 2 tins of Pepsi, chocolate and also with fruits in traditional ‘Bakul Siah’. VIP 3 Set Up Items Soft Drinks x 2 Welcome Card Fruits x5 in Bakul Siah Chocolates

8. 8 VIP 4 Set Up VIP 4 we will provide with a bottle of red wine and also with chocolate. Items Fruits Welcome Card Red wine x1 Chocolates

9. 9 Club Floor Set Up Bath linen set up King bed runner set upTwin bed runner set up

10. 10 Warm & friendly welcome Monitoring Graph (3 month rolling)