1. 1 HIKLG: GSTS Key Driver Action Planning- Q4, Year 2010 - Check In Speed & Efficiency (Score: 97)

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3. 3 Key Priorities Root CausesActions Action By Target Completion Date Actual Completion Date StatusRemarks Check in Speed and efficiency Long Que is due to the shortage of manning at the Reception. Queue is also due to the rostering of staff – new staff at rostered together in the same shift, which delays the speed & efficiency of check in. Increase manning for reception from 4 staff to 6 members One additional staff Lyn has been successfully appointed and will be enrolled for Smart Start training * Interview in progress for 2 nd suitable candidate Rescheduling of Duty Roster for DM & Reception to increase delivery effectiveness at reception counter Each Junior staff will be accompanied with the senior Duty Manager FOM / HR / RM FOM/ HR FOM Feb 2010 March 15 March 1 st March 2011 April 2011 April 30 th Done On going On Going HIKLG: GSTS Key Driver Action Planning- Q4, Year 2010 - Check In Speed & Efficiency (Score: 97)

4. 4 Key Priorities Solutions of PBPR to be standardization Action By Target Completion Date Actual Completion Date StatusRemarks To reiterate the maintenance of PBPR in the I Arrive Programme Reservation & Front Desk ensure all room reservation taken must have ETA, mandatory requirement for PMS booking entry, and for all reservation form. Standardize the reservation script for taking reservation. All arrival guest room will be preblock and communicated to housekeeping and PMS arrival reports to be printed and send to housekeeping every shift. All group rooms exceeded 10 room will be allocated with 1 late check out room for their common use. Sales team to inform organizer upon conformation for booking. Front Office will be doing blocking fo all the groups room in separate block. All preblock rooms will be assign with rooms key, key will be issued according to the no of pax, introduction of enhance quality key card and set service arrangement for all encoder. Implement airport check in for all guest with hotel limousine arrangement and daily crew arrival. All preblock rooms will be assign with rooms key. Key will be issued according to the no of pax. FOMOngoing HIKLG: GSTS Key Driver Action Planning- Q4, Year 2010 - Check In Speed & Efficiency (Score: 97)

5. 5 Key Priorities Root CausesActions Action By Target Completion Date Actual Completion Date StatusRemarks Check in process for small groups Long Que happens when there is a small group checking in All group’s arrival (range of 6- 10 rooms) will obtain the arrival time through reservations/ bookers or sales person. Prior to their arrival, rooms allocations, key card + registrations will be pre-arranged. Concierge supervisors (Faizal, Zaidi, Fazran & Siva) will be trained to attend & distribute these key cards to guests at the concierge counter to avoid que. AFOM/ GEC AFOM/ GEC 15 th Mar 2011March 2011Ongoing