1

Key Priorities

Root Causes Actions Action 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

FOM

HK Exe

1 Aug

1 Aug

1 Aug

10 Aug

Ongoing

Ongoing

On-going

Quarterly

Review and change new set up every quarterly

HIM: 2010, Q2 GSTS Action PlanningWarm, friendly welcome (82.7 ; 1.2)

2

Key Priorities

Root Causes Actions Action 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 PlanningWarm, friendly welcome (82.7 ; 1.2)

3

Key Priorities Root Causes Actions 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

FOM

9 Aug

14 Aug

9 Aug

Daily

SOP created

SOP created

HIM: 2010, Q2 GSTS Action PlanningWarm, friendly welcome (82.7 ; 1.2)

4

VIP’S CODE

VIP 1 - PCR Base, Frequent Guest, Long StayVIP 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

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 x1Drinking

Water x1

6

VIP 2 Set Up

VIP 2 we will provide more fruits in traditional ‘Bakul Siah’ and 2 decorated cake together with fresh flower.

ItemsFruits x 4 in Bakul

Siah

Welcome cardx1

Cake x 2

Drinking Water x1

7

VIP 3 we will provide with 2 tins of Pepsi, chocolate and also with fruits in traditional ‘Bakul Siah’.

VIP 3 Set UpItems

Soft Drinks x 2

Welcome Card

Fruits x5 in Bakul Siah

Chocolates

8

VIP 4 Set Up

VIP 4 we will provide with a bottle of red wine and also with chocolate.

ItemsFruits

Welcome Card

Red wine x1

Chocolates

9

Club Floor Set Up

Bath linen set up

King bed runner set upTwin bed runner set up

10

Warm & friendly welcome Monitoring Graph (3 month rolling)