Ngo Nguyen

1/ Confirmed with HR on 6/2/2021, casual labor will be on board for training and selective

- Recruit room skill attendant

2/ Make form, check room list, followup opera system, check room properly deadline on 10/02/2021

3/ Inventory all room, defect checking room with Engineering, it will be ready all 566 on deadline 09/02/2021

4/ On Job Training direct to the guest room 90 mins everyday by training record

GM Feedback

1. Who is the Key Partners to HK

Housekeeping need to do

1/ Done to proposal agreement to recruit full manning internship/ casual labor addition operation on Tet by GM/ OM

2/ Assign worksheet and check room stayover

Assign worksheet and check room clean on opera system when room attendant done to finish by shift

3/ Train to staff how to know all setup in standard room, on job training by Exe.Housekeeper/ AHK/ SUP

- Room checking list - Room type - How to use chemical for do cleaning - How to setup room clean ready for sale - How to check room clean when they are in/out the guest room.

4/ How to answer the when guest request or make up room

GM FEEDBACKS

1. (GM: full manning based on what criteria/metrics/standards) 2. GM: WHO assigns worksheet & WHO checks room readiness during the day) 3. (GM: above is only the training content list - HOW to ensure the training leads to 100% of no guest complaints on HK services) 4. GM: ???

Reduce to solve complaint 100% from guest

1/ release room arrival was not on time at 15h 2/ Make up room (stayover) late 3/ Room was not setup for standard 4/ Guest request was not feedback and follow up properly

GM FEEDBACKS

1. PROS: - Clear concepts of what gift HK can bring to customers - Measurable criteria for each GIFT (e.g 15h, 100%) - 4 problems are correct 2. CONS: - Need to add Problem No.5 "Ensure no manipulated data on clean/unclean rooms" - (2) How late stay-over rooms make up? - (3) Must provide at least a living (not dead) STANDARD list for each room type (with BWP approvals) - (4) Must explain How for HK staff to feed back & follow up with complaints

GM FEEDBACKS

Must follow at least 02 channels that HOTEL is using for TET + TrustYou Scores with all feedbacks to HR (making sure taking all feedbacks into account as direct/quick problem identifications) + Direct Guest Complaints LOG (during their stays) into Opera

GM FEEDBACKS

- Need to truly/correctly understand HK Direct Guest Profiles - For examples: + Carefully study Arrival Lists with Specific Requests + Carefully study Guest complaints without Denying Guest Requests due to lack of internal HR resources

1/ Our main staff and internship have 10 pair, one pair can clean 28 rooms per shift

- Our main staff and internship have 10 pair, one pair can clean 28 rooms, total 280 rooms clean per shift. - Our casual staff have 10 pair, one pair can clean 16 rooms, total 160 rooms clean per shift (GM: why only casual in a pair, where main staff pairing up) - 100% occupancy (566 room - 440 room = 126 rooms need clean per day), so we need clean more 126 rooms (126 rooms x 70,000 vnd x 5 ngày = 44,100,000 vnd) by room pay for over worksheet assignment.

GM Feedback

1. If this OKR is approved, how HK guarantee ZERO guest complaints, any penalties or consequences if not) 2. Excel File to Track Productivity by Pair 3. Excel File to track overall Cleaned check Out Rooms vs Stay over rooms

GM FEEDBACKS

Must be filled in (Not leave in Blank) Channel 01: Available House-keepers who meet guests directly to handle their requests/complaints Channel 02: House-keeper Coordinators or Front Office Staff how handle all guest requests/compliants

Better HK Planning + Better HR Plan Execution

1. HR Better Planning a. Concrete Understanding of Hotel Occupancy + Room Turn-over + Guest Requests/Complaints b. Work Assignment based on (a) c. Contingencies (unplanned/unexpected situations) must be considered 2. Better HR Plan Execution for (1a+1b+1c)

No Discounts based on HK Service Deficiencies

HR Service Deficiencies include: 1. Zero Cleanliness Defects 2. Zero Guest Wait Times 3. Zero Stay-over Room Uncleanliness