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200810080610812010 Q2 GSTS Action Plan _SIAGL_-Responsiveness of staff in fulfilling your requests

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					                                2010 Q2 GSTS Action Plan (SIAGL)

                                                          Present
     Subject                   Action Plan                          Target Score        Action By              Deadline
                                                           Score


                    1>. Internet connection training by                            EDP Mgr Mr. Patrick /
                    EDP Mr. Patrick, held on 0430pm                                FOM Ms. Daphne Ma        30th Aug, 2010
                    20th Aug in Function room Jade 4.                                   /Eric Zhou


                    2>. Daily guest room's Internet                                 House Keeper Mr.
                                                                                                           20th Aug, 2010-
                    connection testing. (Any 10 rooms                               Eric / EDP Mgr Mr.
                                                                                                             21st Sep, 2010
                    in a day)                                                              Patrick

                    3>. Recording all bad internet
Speed of internet
                    connection's room on AM Log and        80.1         85.7
    connection      inform to EDP immediately for
                                                                                    All managers in F/O        Any Time
                    further action.


                    4>. More VPN code application.                                 EDP Mgr Mr. Patrick           ASAP
                                           2010 Q2 GSTS Action Plan (SIAGL)

                                                                 Present   Target
                                                                                  Action By            Deadline
  Subject (內容)             Action Plan(行動計畫)                    Score    Score(目標
                                                                                    (行動負責人)             (完成日期)
                                                               (目前得分)      得分)

                      1. Courtesy Training as been
                      arranged by H.R trainer Ms. Vivian
                      Wang on 20th Aug, 2010. (F/O will                        H.R Ms. Vivian Wang      20th Aug, 2010
                      arrange at least 5 staffs to attend
                      the training)

                      2. F/O departmental training --                                                  One month period
                                                                               AFOM Mr. Alan Zhang
                      "Courtesy" according Hotel staff                                                  from 20th Aug -
                                                                                / DM Ms. Shirley Liu
                      handbook / P&P.                                                                      21st Sep.

  Warm,friendly
                                                                 88.2     90                           One month period
    welcome           3. Telephone Standard Training                           AFOM Mr. Alan Zhang
                                                                                                        from 20th Aug -
                      for all sections in F/O.                                  / DM Ms. Shirley Liu
                                                                                                           21st Sep.

                                                                               Shift Duty Manager to One month period
                      4. Daily testing after shift handover.                   in charge th testing / from 20th Aug -
                                                                                DM Ms. Shirley Liu       21st Sep.

                                                                                                       One month period
                      5>. Telephone testing with hotel                         FOM Ms. Dahpne Ma /
                                                                                                        from 20th Aug -
                      product knowledge by DAILY.                              AFOM Mr. Alan Zhang
                                                                                                           21st Sep.

                      1. Review standard check-in                                                      One month period
                                                                               FOM Ms. Dahpne Ma /
                      procedure / check-in steps during                                                 from 20th Aug -
                                                                               AFOM Mr. Alan Zhang
                      daily shift briefing.                                                                21st Sep.



     Speed and
efficiency of check                                               86      90
         in
                       2. As an additional training topic
                                                                                                 3-4 classes be
                                                                        AFOM Mr. Alan Zhang    held during the
                       will be added to F/O monthly
     Speed and                                                           / DM Ms. Shirley Liu period 20th Aug -
                       training schedule.
efficiency of check                                           86   90                               21st Sep.
                                                                           Shift Assistant
         in         3. Shift testing with working                                               One month period
                                                                        Manager to incharge
                       station. (Especially for new staffs                                       from 20th Aug -
                       just hired less than two months)                  th testing / AM Ms.
                                                                                                    21st Sep.
                                                                              Shirley Liu
                       4. Role play and testing after daily                                     One month period
                                                                        AFOM Mr. Alan Zhang
                       shift. (Scheduled for an half hour                                        from 20th Aug -
                                                                         / AM Ms. Shirley Liu
                       only for the new staffs)                                                     21st Sep.
                                            2010 Q2 GSTS Action Plan (SIAGL)

                                                             Present  Target
                                                                                              Deadline(完成日
  Subject(内容)             Action Plan(行动计划)                   Score  Score(目 Action By(行动负责人)
                                                                                                    期)
                                                            (目前得分) 标得分)

                     Clarify the service flow process
                     and timely process to staff strictly

Responsiveness of                                                           Training
                     Conduct How to antipate Guest
 staff in fulfilling                                          88.4     90   Team/Departmental   By Sep 30
                     Need course to staff
  your requests                                                             Trainers/DHs
                                           2010 Q2 GSTS Action Plan (SIAGL)

                                                                      Target
      Subject                    Action Plan                Present                   Action By         Deadline
                                                                      Score
                                                             Score

                     Put appointed hostess in the
                     entrance of the restaurant to lead
                     guest;put the service staff in the                        John Zhang-F&B Service
                     dividing area; ensure at least one
                                                                                      Manager
 Breakfast-Service   chef in the open kitchen                80.8       84                              every day
                                                                                 Grace Li-Coffe Shop
                     Conduct how to supply the proper                                 Manager
                     service skill to staff before
                     restaurant openning time
                     Analyse the guest need and
                     prefer food,then adjust the food                                                   2010.08.31
                     kinds according to the survey;
  Breakfast-food     Appoint one chef to make his                                 Bill Zhou-Western
                     around to the food, to ensure           77.9       82                              every day
      quality                                                                        Kitchen Chef
                     supplement the food at any time;
                     Train multi-skill chef via cross
                                                                                                        every day
                     training within western kitchen

                     Allow staff take guest lift for Room
                                                                               John Zhang-F&B Service   2010.08.01
                     Service for efficiency
  Room Service-                                                                       Manager
                                                             81.2       85
 speed of service    Supply the food to guest within 20
                                                                                 Grace Li-Coffe Shop
                                                                                      Manager           2010.09.20
                     minutes

                     Analyse the guest need and
Room Service-food
                  prefer food,then adjust the food           78.8      82.7    John Zhang /Bill Zhou    2010.09.20
     quality      kinds according to the survey;
                    Put appointed hostess in the
                    entrance of the restaurant to lead                 John Zhang-F&B Service
Dinner—service at   guest;put the service staff in the                        Manager
                    dividing area; ensure at least one   80.2   84.2                            2010.09.20
    restaurant      Conduct how to supply the proper                    Steven Yang-Chinese
                    service skill to staff before                        Restaurant Manager
                    restaurant openning time
                                                                       John Zhang-F&B Service
                    Analyse the guest need and
  Dinner—food                                                          Manager
                    prefer food,then adjust the food     77.4   81.3                            2010.09.20
     quality                                                           Brian Long-Chinese
                    kinds according to the survey;
                                                                       Kitchen Chef
                    Enhance service skill training and
                    conduct service skill competition
                    Set up band in the outlet or                       John Zhang-F&B Service
 Other food and
                    wedding                              78.4   82.3   Manager                  2010.09.20
 drink experience
                                                                       Outlet Manager
                    Arrange 4 staff as VIP
                    receptioniest in restaurant
                                             2010 Q2 GSTS Action Plan (SIAGL)


                                                                Present   Target
      Subject                        Action Plan                                          Action By
                                                                 Score    Score


                      Arrange overnight guest to park the car
                      in the Basement 2.

Feeling of safety                                                                  Chief Security-Run Liu/
                      Remind guest to lock the car safety
and security inside                                              89.1       90     Asst.Chief Security-Leo
of hotel              when guest arrive hotel parking area.                        Liu


                      Remind guest to lock the room safety
                      when hotel Guard find guest forget to
                      lock the room during floor patrol duty.
  Deadline



Chief Securiry




   Sept.30




   Sept.30
                                          2010 Q2 GSTS Action Plan (SIAGL)

                                                              Present   Target
       Subject                     Action Plan
                                                               Score    Score

Maintenance of guest
                     Enhance the PMM training                  83.5       87
room

                        Re-fix carpet
Condition of furniture
                                                               84.2       88
,carpet,etc            Follow mantainess daily record on
                        time
                        Check the shower water pressure
                        and temperature at least 4 times
                        every day
Shower/bath
                                                               80.2       84
experience
                        Check exhaust system to make
                        sure the on the operating condition
(SIAGL)


           Action By      Deadline


      Douglas Liu-Chief
                          2010.08.31
      Engineer


      Douglas Liu-Chief
                          2010.08.31
      Engineer


      Douglas Liu-Chief
                          2010.08.31
      Engineer


      Douglas Liu-Chief
                          2010.08.31
      Engineer
                                             2010 Q2 GSTS Action Plan (SIAGL)


                                                             Present   Target
      Subject                       Action Plan                                      Action By       Deadline
                                                              Score    Score

                                                                                Laundry
                        Do the quarterly cleaning schedule                      Manager(Macheal      Sept.30
Comfort of bed and                                                              Ma)/Linen
                                                              87.8       88
     Pillow                                                                     supervisor(Lora
                        Extra Specical pillow for personal
                                                                                Ding)/FOM(Dephne      Aug.15
                        hobby
                                                                                Ma)

                        Re-training RA cleaning procedure                                            Sept.30

   Shower /Bath                                                                 EH(Eric Zhou)
                        Change toliet pipe by ENG             80.2      85.7                          Sept.5
    experience                                                                  /AEH(Raisen Zhang)


                        Change floor drain                                                           Aug.30


                        shampoo 10 rooms per day                                                     Sept.30
   Condition of                                                                 EH(Eric Zhou)
                                                              84.2      85.7
furniture,carpet. ect                                                           /AEH(Raisen Zhang)
                        shampoo 10 sofas per day                                                     Sept.30

				
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