1. 1 CPMKL: 2010, Q1 GSTS Action Planning Attractiveness of Guest Room Key PrioritiesRoot CausesActionsAction By Target Completion Date Actual Completi on Date StatusRemarks Condition of carpet Housekeeping Some rooms especially Grand Deluxe and Executive Suite rooms (Corner room) carpet surface is wavy due to wrong method of laying carpet by the contractors during refurbishment. Lack of essential supplies in guest room such as iron, dustbins & coffee table. Shortage due to aging equipment over the years and no proper inventory management Identified rooms and coordinate with Chief Engineer to source for external vendor to carry out carpet stretching. Housekeeping/Front Office to block 5-8 rooms daily to enable to carry out the job. Items that require immediate attention; -Dustbin (30 units) -Iron (50 units) The above items are being purchased under Capex 2010. Pending for approval. Anselm/David /Prakash Prakash 15 th June 10 30 th June 10

2. 2 CPMKL: 2010, Q1 GSTS Action Planning Attractiveness of Guest Room Key PrioritiesRoot CausesActionsAction By Target Completion Date Actual Completi on Date StatusRemarks Quality control through room audits Insufficient quality audits by Senior Managers Set standard for quota on quality room check Daily Executive Housekeeper – Minimum 5 rooms Assistant Housekeeper – Minimum 15 rooms Monthly QCI Manager – 30 rooms All HODs – 4 rooms each. Prakash Winne All HODs 11 th June 10 Immediate

3. 3 CPMKL: 2010, Q1 GSTS Action Planning Attractiveness of Guest Room Key PrioritiesRoot CausesActionsAction By Target Completion Date Actual Completi on Date StatusRemarks Quality control on PMM rooms PMM checklist not thorough Stringent checks after PMM project not consistent. Reformat PMM checklist to include critical areas Executive Housekeeper and Chief Engineer to carry out quality check 1 room each per day each for stringent quality control Executive Housekeeper and Chief Engineer to train their assistants to carry out proper room check and set up a system to audit 1 room daily of their assistants’ inspection Anselm Anselm / Prakash Prakash 11 th June 10 15 th June 10 30 th June 10

4. 4 CPMKL: 2010, Q1 GSTS Action Planning Attractiveness of Guest Room Key PrioritiesRoot CausesActionsAction By Target Completion Date Actual Completi on Date StatusRemarks Quality control on PMM rooms through I-Fix Wear & tearCarry out room checklist based on top defects reporting (I-Fix) Remove room from inventory for repair and maintenance and cleaning. Copy of defects checklist are to be handed to Engineering on daily basis so that repair & maintenance can be carry out simultaneously Prakash Prakash / Anselm 9 June 10 5 August 10

5. 5 CPMKL: 2010, Q1 GSTS Action Planning Attractiveness of Guest Room Engineering Department Key PrioritiesRoot CausesActionsAction By Target Completion Date Actual Completi on Date Statu s Remarks Air conditionAir con coil is not clean with chemical Air fan blower is not service and clean Air con filter is not clean periodicaly Drain pan blocked with jelly. Fan motor dirty and blower blocked Motorized valve not functioning. Maintenance checklist on air con overhauling. To overhaul 2 rooms per working day. To order new filter to be inter change during servicing To put anti blocked tablet in the drain pan [ to revise every 3 month ] To purchase 5 sets of fan coil blower [ complete set] For interchange during overhauling. To dismantle and grease all moving parts during overhauling and replace spoil unit. Anselm Anselm / Team 04 th June 2010 May 2011 Done Done / Ongoing 28 th June 2010 Immediat e Ongoing, 1 cycle to complete May 2011

6. 6 CPMKL: 2010, Q1 GSTS Action Planning Attractiveness of Guest Room Engineering Department Key PrioritiesRoot CausesActionsAction By Target Completion Date Actual Completi on Date StatusRemarks Air condition [ cont. ] Motorized valve not functioning. Strainer dirty To purchase 10 sets of motorized valve for stock and maintain a par stock of 5 units at all time. To dismantle and clean strainer during overhauling. Anselm/ Team 28 th June 2010 Immediate

7. 7 CPMKL: 2010, Q1 GSTS Action Planning Attractiveness of Guest Room I-Clean Monitoring & Maintenance

8. 8 I-Fix, Monitor & Maintenance

9. 9 I-Fix Top Defects