BURJ AL ARAB - MYSTERY ASSESSMENT

Area Assessed 2000 Jun 2002 Feb 2003 Jan 2004 Jun 2004 Oct 2005 May 2005 Jul 2005 Aug
LQA LQA LQA LQA LQA LQA Internal Internal
1 Reservations 34.5% 78.8% 60.6% 65.6% 82.4% 90.3% 91.7% 0.0% 0.0% 0.0% 0.0%
2 Transportation 92.6% N/A N/A N/A N/A 91.7% 72.4% 0.0% 0.0% 0.0% 0.0%
3 Check In 91.7% 90.9% 95.2% 90.5% 82.6% 84.2% 91.7% 0.0% 0.0% 0.0% 0.0%
4 Check Out 96.0% 96.4% 92.6% 88.5% 88.5% 96.2% 100.0% 0.0% 0.0% 0.0% 0.0%
5 Rooming 78.9% 100.0% 100.0% 73.3% 85.7% 85.7% 75.0% 0.0% 0.0% 0.0% 0.0%
6 Porter/Doorman - Arrival 78.9% 95.7% 100.0% 100.0% 94.7% 81.8% 0.0% 0.0% 0.0% 0.0% 0.0%
7 Porter/Doorman - Departure 95.5% 95.2% 90.9% 86.4% 90.5% 83.3% 100.0% 0.0% 0.0% 0.0% 0.0%
8 Guest Services 90.0% 96.0% 92.6% 89.3% 88.0% 88.5% 89.3% 0.0% 0.0% 0.0% 0.0%
9 Wake Up Call 92.3% 76.9% 76.9% 100.0% 100.0% 92.3% 92.3% 0.0% 0.0% 0.0% 0.0%
FRONT OFFICE OVERALL 83.4% 91.2% 88.6% 86.7% 89.1% 88.2% 79.2% 0.0% 0.0% 0.0% 0.0%

11 Housekeeping Arrival 93% 95% 88% 95% 93% 90% 98% 0% 0% 0% 0%

12 Turndown 80% 94% 100% 73% 91% 81% 96% 0% 0% 0% 0%
14 Servicing 96% 93% 100% 89% 90% 90% N/A 0% 0% 0% 0%
16 Laundry 87% 91% 96% 92% 76% 89% 96% 0% 0% 0% 0%
HOUSEKEEPING OVERALL 88.9% 93.1% 95.8% 87.2% 87.3% 87.2% 96.6% 0.0% 0.0% 0.0% 0.0%

17 Breakfast 86.3% 82.7% 93.2% 82.7% 84.5% 94.6% 91.1% 0.0% 0.0% 0.0% 0.0%
18 Restaurant - Al Mahara 88.6% 90.9% 88.9% 89.3% 95.6% N/A 94.5% 0.0% 0.0% 0.0% 0.0%
19 Restaurant - Al Muntaha 84.6% 88.7% 88.0% N/A N/A 88.6% 95.3% 0.0% 0.0% 0.0% 0.0%
20 Restaurant Buffet N/A N/A N/A N/A 86.7% N/A N/A 0.0% 0.0% 0.0% 0.0%
21 Light Meals 83.3% 92.3% 75.0% 84.6% 78.1% 81.3% 86.4% 0.0% 0.0% 0.0% 0.0%
23 Drink Service 100.0% 95.8% 96.1% 84.1% 92.5% 94.2% 93.3% 0.0% 0.0% 0.0% 0.0%
25 In Room Dining - Breakfast 93.2% 96.2% 96.3% 89.1% 94.5% 98.0% N/A 0.0% 0.0% 0.0% 0.0%
26 In Room Dining - Lunch/Dinner 85.7% 85.5% 97.1% 87.1% 84.4% 89.4% N/A 0.0% 0.0% 0.0% 0.0%
27 In Room Bar 73.9% 92.3% 84.6% 85.2% 76.0% 96.3% 100.0% 0.0% 0.0% 0.0% 0.0%
FOOD AND BEVERAGE OVERALL 86.9% 90.6% 89.9% 86.0% 86.5% 91.8% 93.4% 0.0% 0.0% 0.0% 0.0%

28 LHW Min. Operating Standards N/A N/A N/A 100.0% 100.0% 100.0% 100.0% 0.0% 0.0% 0.0% 0.0%
29 Room - Product 100.0% 100.0% 94.4% 100.0% 94.4% 94.4% 100.0% 0.0% 0.0% 0.0% 0.0%
30 Room - Facilities/Amenities N/A N/A 97.4% 87.2% 95.0% 100.0% 100.0% 0.0% 0.0% 0.0% 0.0%
31 Public Areas - Product 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 0.0% 0.0% 0.0% 0.0%
32 Public Areas - General N/A N/A 100.0% 100.0% 100.0% 100.0% 100.0% 0.0% 0.0% 0.0% 0.0%
33 Back Of House 100.0% 100.0% 100.0% 95.5% 100.0% 100.0% 100.0% 0.0% 0.0% 0.0% 0.0%
34 Branding Standards N/A 95.0% 100.0% N/A 71.4% 85.7% 83.3% 0.0% 0.0% 0.0% 0.0%
PRODUCT OVERALL 100.0% 98.8% 98.6% 97.1% 94.4% 97.2% 97.6% 0.0% 0.0% 0.0% 0.0%

35 Spa Minimum Standards N/A N/A N/A N/A N/A 95.0% N/A 0.0% 0.0% 0.0% 0.0%
36 Spa Operations N/A N/A N/A N/A N/A 84.2% N/A 0.0% 0.0% 0.0% 0.0%
37 Spa Product N/A N/A N/A N/A N/A 87.0% N/A 0.0% 0.0% 0.0% 0.0%
38 Fitness Facilities 90.4% 95.1% 98.4% 96.7% 98.4% 90.6% N/A 0.0% 0.0% 0.0% 0.0%
39 Spa Treatment N/A 90.0% 100.0% 90.2% 77.5% 80.0% N/A 0.0% 0.0% 0.0% 0.0%
SPA & FITNESS OVERALL 90.4% 92.6% 99.2% 93.5% 87.9% 87.4% #DIV/0! 0.0% 0.0% 0.0% 0.0%

HOTEL SCORE: 89.4% 92.2% 93.1% 88.8% 90.1% 91.2% 92.2% 0.0% 0.0% 0.0% 0.0%
 RESERVATIONS

2005 May

2005 Aug
2000 Jun

2004 Jun
2002 Feb

(internal)

(internal)
2003 Jan

2004 Oct

2005 Jul
RESERVATIONS

(LQA)

(LQA)

(LQA)

(LQA)

(LQA)

(LQA)
STANDARDS - SWITCHBOARD:

1 Was the telephone answered within 3 rings or 10 seconds? x

Did the employee answer the phone with the appropriate greeting
2 (good morning/afternoon) and identify the hotel? x x

3 If caller was put on hold did it not exceed 30 seconds?

4 Did employee put caller through to the appropriate department?

If no answer did employee come back to guest after no more
5 than 6 rings?
Did the employee have a good working knowledge of the
6 English language? x

7 Was the background free of any noise or any disturbances? x

8 Did the employee speak in a clear and pleasant manner? x

Did the employee give a verbal acknowledgement before
9 transferring the caller?
STANDARDS - TAKING A RESERVATION:

1 Was the telephone answered within 3 rings or 10 seconds? x

Did the employee answer the phone with the appropriate greeting
2 (good morning/afternoon) and identify the department? x

3 If caller was put on hold did it not exceed 30 seconds?

4 Was the background free of any noise or any disturbances?

5 Did employee confirm date in and date out?

Did employee offer information on full range of room types
6 within the category requested? x x x x
Did employee describe the difference between room types
7 (i.e. location, size, in room facilities)?

Quality Department - 04Aug'05 Page 2

 RESERVATIONS

8 Did employee offer information on full range of applicable rates? x x x

9 Did the employee immediately check availability?

### If dates unavailable, did employee offer alternative dates?

### Did employee obtain guest's name?

### Did employee confirm the spelling of guest's name (if necessary)?

### Did employee obtain guest's address? x x x x x

### Did employee obtain guest's telephone number? x

### Did employee obtain guest's fax number or e-mail address? x

Did employee ascertain if it was a private or company
### booking (city hotels only)? x x
Did employee clearly state room rate and what it included
### (i.e. tax, service, meals etc)?
Did employee clarify guest's smoking preference for hotels in excess of 100
rooms and in the case of a non smoking hotel was this made clear during the
### reservation enquiry? x x

### Did employee ascertain expected time of arrival? x

### Did employee explain check in times? x x x

Did employee ascertain if the guest required any transport
### arrangements? x
Did employee repeat and confirm all details of the
### reservation during or at the end of the call? x x

### Did employee offer reservation number or booking reference/name? x x x x

### Did employee thank the guest? x x

THE EMPLOYEE:

### Was the employee's speech clear and audible? x x

Did the employee have a good working knowledge of the
### English language?
Quality Department - 04Aug'05 Page 3
 RESERVATIONS

Was the employee polite, organised and helpful whilst ascertaining

### information with regards to the reservation? x x
Did employee obtain guest's name and use at least
### once during the conversation? x
Did employee offer his/her name for any future assistance
### required at the end of the call? x x x x x
ACCOUNTING:
Did employee request advance deposit/guarantee in order to secure the
### booking? x

### If credit card offered as deposit, did employee repeat back number? x

### Did employee explaint cancellation policy? x x x x x

PRODUCT - CONFIRMATION:

### Did employee automatically offer to send a confirmation? x

### Was confirmation received within 24 hours? x x x

### Were all details typed on company letterhead? x

Did confirmation promote in house food and beverage
### facilities? x

### Did confirmation explain cancellation charges?

Score: 34.5% 78.8% 60.6% 65.6% 82.4% 90.3% 91.7%

Quality Department - 04Aug'05 Page 4

 TRANSPORT

2005 May

2005 Aug
2000 Jun

2004 Jun
2002 Feb

(internal)

(internal)
2003 Jan

2004 Oct

2005 Jul
TRANSPORT

(LQA)

(LQA)

(LQA)

(LQA)

(LQA)

(LQA)
STANDARDS - TRANSFER:

1 Was a hotel representative at the point of pick up at the scheduled time? x

Did the employee hold a sign board with the guest's name or hotel name
2 clearly legible?

3 Was the hotel sign in good repair?

4 Was the guest's name spelt correctly? x

5 Did employee offer assistance with luggage? x

6 In the case of poor weather was an umbrella provided?

7 Did employee offer car door assistance?

8 Were up to date magazines/newspapers available for guest's perusal? x

9 Did employee ascertain if guest would like music played? x x

### Was radio volume at appropriate level? x

### Did the employee engage in polite, unobtrusive conversation?

### Did the employee refrain from smoking?

### Did employee drive in a safe and careful manner?

Did employee telephone hotel to notify reception of the guest's expected
### time of arrival? x

### Upon arrival at the hotel, did the employee offer door assistance?

### Did employee ensure guest's luggage was taken care of?

### Did employee thank the guest?

Quality Department - 04Aug'05 Page 5

 TRANSPORT
THE EMPLOYEE:

### Was the employee dressed in a clean, pressed and complete uniform?

### Were employee's shoes of a corporate standard?

### Did the employee wear a name badge (if applicable)?

### Was the employee well groomed?

### Did the employee maintain eye contact with the guest?

### Did the employee smile and exhibit a friendly manner?

Did the employee have a good working knowledge of the English
### language?

### Was employee attentive to the guest's needs at all times? x

PRODUCT - VEHICLE:

### Was the car/bus clean and polished?

### Was the interior of the car/bus clean and tidy? x

### Was the interior of the car/bus odour free?

### Were seat belts easily accessible?

### Was the car/bus at a comfortable temperature? x

### Was trunk of car free of driver's personal belongings?

Score: 92.6% N/A N/A N/A N/A 91.7% 72.4%

Quality Department - 04Aug'05 Page 6

 CHECK IN

2005 May

2005 Aug
2000 Jun

2004 Jun
2002 Feb

(internal)

(internal)
2003 Jan

2004 Oct

2005 Jul
CHECK IN

(LQA)

(LQA)

(LQA)

(LQA)

(LQA)

(LQA)
CHECK IN STANDARDS:

1 Was guest acknowledged within 30 seconds of arrival?

2 Did complete check in take no more than 5 minutes? x

3 Was guest greeted in a warm and friendly manner?

4 Did employee offer assistance to guest?

Did employee ascertain guest's name and use it at least once
5 during the conversation?
Was registration card prepared in advance for guest, with
6 all information given at the time of reservation (i.e. address)? x

7 Was all information correct on guest's registration card?

8 Was departure date confirmed? x x

Was guest presented with standard hotel pen to fill out any
9 outstanding details on registration card? x x
Was guest automatically offered a smoking or non smoking
### room (if applicable and not ascertained during the reservation)? x x x
Did employee offer the guest an international/national
### newspaper (faxed variety acceptable) for the following morning? x x x x x

### Did employee offer or confirm dinner reservation? x

### Did employee arrange porterage assistance?

Did employee arrange for the guest to be escorted to the room
### (see rooming)?

### Did employee wish guest a pleasant stay?

If room was not ready on arrival, was guest shown to lounge area
### and offered a complimentary beverage?
While waiting for the room, was the guest regularly updated
### on the situation?

Quality Department - 04Aug'05 Page 7

 CHECK IN
THE EMPLOYEE:
Was the employee dressed in a clean, pressed and complete
### uniform?

### Did all employees wear name badges (i.e. if applicable)? x

### Was the employee well groomed?

### Did the employee maintain eye contact with the guest?

### Did the employee smile and exhibit a friendly manner?

Did the employee have a good working knowledge of the
### English language?
Did employee respect guest's presence when interacting with
### other colleagues?
PRODUCT - RECEPTION DESK:

### Was the reception desk clean, tidy and well maintained?

### Was area behind the reception desk free of clutter?

Score: 91.7% 90.9% 95.2% 90.5% 82.6% 84.2% 91.7%

Quality Department - 04Aug'05 Page 8

 CHECK OUT

2005 May

2005 Aug
2000 Jun

2004 Jun
2002 Feb

(internal)

(internal)
2003 Jan

2004 Oct

2005 Jul
CHECK OUT

(LQA)

(LQA)

(LQA)

(LQA)

(LQA)

(LQA)
STANDARDS - CHECK OUT:
Was guest acknowledged within 30 seconds of approaching
1 desk?

2 Did complete check out take no longer than 5 minutes? x x x

3 Was guest greeted in a warm and friendly manner?

Did employee ascertain guest's name and use it at least once
4 during the conversation? x x

5 Did employee verify guest's room number/name?

Did employee verify any last minute charges and post
6 accordingly (i.e. mini bar, breakfast)? x

7 Did employee print folio and present to guest for verification?

Did employee complete transaction in a quick and efficient
8 manner? x

9 Did the employee offer to staple the credit card slip to the bill?

### Was folio presented to guest neatly in a bill fold/envelope?

### Did employee offer guest assistance with luggage? x

### Did employee ask at any point if guest had enjoyed their stay?

### Did the employee offer an invitation to return? x x

### Did employee thank the guest? x

ACCOUNTING:

### Was bill clearly itemized?

### Was folio accurate and complete?

Quality Department - 04Aug'05 Page 9

 CHECK OUT

### Did employee clarify the method of payment?

If guest is settling by credit card was standard hotel pen
### offered?
THE EMPLOYEE:
Was the employee dressed in a clean, pressed and complete
### uniform?

### Did all employees wear name badges (if applicable)?

### Was the employee well groomed?

### Did the employee maintain eye contact with the guest?

### Did the employee smile and exhibit a friendly manner?

Did the employee have a good working knowledge of the
### English language?
Did employee respect guest's presence when interacting with
### other colleagues?
PRODUCT - RECEPTION DESK:

### Was the reception desk clean, tidy and well maintained?

### Was area behind the reception desk free of clutter?

Score: 96.0% 96.4% 92.6% 88.5% 88.5% 96.2% 100.0%

Quality Department - 04Aug'05 Page 10

 ROOMING

2005 May

2005 Aug
2000 Jun

2004 Jun
2002 Feb

(internal)

(internal)
2003 Jan

2004 Oct

2005 Jul
ROOMING THE GUEST

(LQA)

(LQA)

(LQA)

(LQA)

(LQA)

(LQA)
1 Did an employee escort the guest to his/her room?
Did the employee engage in polite unobtrusive conversation
2 on the way to the room?
Did the employee point out food and beverage facilities
3 explaining operational hours? x
Once at the room did the employee offer the option of a room
4 orientation?

5 Did the employee point out heating/air-conditioning controls? x x

6 Did employee point out how to operate the telephone? x

Did employee point out modem/ISDN lines (if applicable) or explain
7 broadband/wireless facilities that were available? x x
Did employee point out location of in room bar (if not in a
8 prominent position)?

9 Did employee point out valet/laundry services? x x x

Did employee point out any master switches for lighting (if
### applicable)? x x

### Did employee point out location of hair dryer (if necessary)? x

### Did employee point out directory/room service menu?

### Did employee point out health spa/fitness facilities (if applicable)? x x

### Did employee point out in room safe? x

### Was ice service offered (if ice bucket was present in the room)? x

### Did employee offer any additional assistance?

Score: 78.9% 100.0% 100.0% 73.3% 85.7% 85.7% 75.0%

Quality Department - 04Aug'05 Page 11

 DOORMAN PORTERS ARRIVAL

2005 May

2005 Aug
2000 Jun

2004 Jun
2002 Feb

(internal)

(internal)
2003 Jan

2004 Oct

2005 Jul
DOORMAN/PORTER ARRIVAL

(LQA)

(LQA)

(LQA)

(LQA)

(LQA)

(LQA)
1 Was a doorman/porter present on arrival? x

2 Did employee offer assistance opening car doors on arrival?

3 Did employee greet guest in a warm and friendly manner?

4 Did employee offer assistance with luggage? x

Did employee open hotel entrance door for guest (unless revolving or
5 automatic door)?
Did the employee ascertain the guest's name and introduce
6 them to reception? x x x

7 If not, did the employee offer directions to reception desk? x

8 Was the entrance to the hotel clean and free of any debris? x
STANDARDS - PORTERAGE:
Did the porter arrive at the guest's room within 10 minutes
9 of check in?

### Did the employee knock lightly on the door?

Did the employee greet the guest in a polite and friendly
### manner?
Did the employee use the guest's name at least once during
### the interaction? x

### Did the employee place the luggage on the luggage rack/bench?

### Did employee offer to hang the suit carrier/coat?

THE EMPLOYEE:

### Did employees appear organized and work as a team?

Was the employee dressed in a clean, pressed and complete
### uniform?

### Were employee's shoes of a corporate standard?

Quality Department - 04Aug'05 Page 12
 DOORMAN PORTERS ARRIVAL

### Did all employees wear name badges (if applicable)? x

### Was the employee well groomed?

### Did the employee maintain eye contact with the guest?

### Did the employee smile and exhibit a friendly manner?

Did the employee have a good working knowledge of the
### English language?
Did employee respect guest's presence when interacting with
### other colleagues?

### Was employee attentive to the guest's needs at all times? x

Score: 100.0% 78.9% 95.7% 100.0% 100.0% 94.7% 81.8%

Quality Department - 04Aug'05 Page 13

 DOORMAN PORTERS DEPARTURE

2005 May

2005 Aug
2000 Jun

2004 Jun
2002 Feb

(internal)

(internal)
2003 Jan

2004 Oct

2005 Jul
PORTER/DOORMAN DEPARTURE

(LQA)

(LQA)

(LQA)

(LQA)

(LQA)

(LQA)
STANDARDS - DEPARTURE:

1 Did porter's desk answer the phone within 3 rings?

Did the employee answer the phone with the appropriate greeting
2 (good morning/afternoon) and identify the department?

3 Did employee confirm number of luggage pieces? x x x x x

Did the employee use the guest's name at least once during
4 the conversation? x x x

5 Did employee thank the guest?

If there is a delay in luggage collection was guest informed
6 of the delay and new collection time?
STANDARDS - COLLECTION:
Was luggage collected from room within 10 minutes of
7 telephone request? x

8 Did the employee knock lightly on the door?

Did the employee greet the guest in a polite and friendly
9 manner?
Did the employee use the guest's name at least once during
### the interaction? x x x

### Did the employee enquire if the guest required any transport?

### Did employee thank the guest?

TRANSPORT:
Did employee automatically offer assistance in obtaining
### transport at the point of departure?
Did the employee pack the guest's luggage into the transport and confirm
### the number of luggage pieces at the point of departure?

### Did the employee offer car door assistance?

Did employee thank the guest and wish them a pleasant
### journey?

Quality Department - 04Aug'05 Page 14

 DOORMAN PORTERS DEPARTURE
THE EMPLOYEE:

### Did employees appear organized and work as a team?

Was the employee dressed in a clean, pressed and complete
### uniform?

### Were employee's shoes of a corporate standard?

### Did all employees wear name badges (if applicable)?

### Did the employee smile and exhibit a friendly manner?

Did the employee have a good working knowledge of the
### English language?
Did employee respect guest's presence when interacting with
### other colleagues?

### Was employee attentive to the guest's needs at all times?

Score: 95.5% 95.2% 90.9% 86.4% 90.5% 83.3% 100.0%

Quality Department - 04Aug'05 Page 15

 GUEST SERVICES

2005 May

2005 Aug
2000 Jun

2004 Jun
2002 Feb

(internal)

(internal)
2003 Jan

2004 Oct

2005 Jul
GUEST SERVICES

(LQA)

(LQA)

(LQA)

(LQA)

(LQA)

(LQA)
STANDARDS - GUEST SERVICES:

1 Was the telephone answered within 3 rings or 10 seconds? x

Did the employee answer the phone with the appropriate greeting
2 (good morning/afternoon) and identify the department?
Did employee ascertain guest's name and use throughout
3 conversations (if known)? x x
Was guest not left holding for more than 30 seconds on the
4 telephone?
If guest approached desk did employee acknowledge within
5 30 seconds?

6 Did employee greet guest in a warm and friendly manner?

7 Did employee have immediate access to taxi service/car hire?

8 Was employee able to offer a restaurant recommendation? x x

9 Did employee actively promote hotel restaurant facilities? x

Did the employee automatically offer to make any dinner
### reservations on the guest's behalf? x
Was the employee knowledgeable regarding nearby places
### of interest (i.e. theatre, tourist sights, sporting activities)?
Was employee able to assist with onward travel
### arrangements (i.e. flights, taxi, boat)? x

### Did concierge desk have an up to date supply of brochures?

Did the employee offer accurate directions with a
### complimentary map of surrounding area? x x x
Were all messages/faxes/requested items delivered within
### 15 minutes?
Was all written information clear, legible and presented on hotel
### paper? x x
Did employee make every effort to assist the guest's
### requirements? x x

Quality Department - 04Aug'05 Page 16

 GUEST SERVICES

### Were all requests met? x

Did the employee refrain from referring the guest to any
### other department? x
Did employee maintain a neat and organized working area
### at all times?
THE EMPLOYEE:
Was the employee dressed in a clean, pressed and complete
### uniform?

### Were employee's shoes of a corporate standard?

### Did all employees wear name badges (if applicable)?

### Was the employee well groomed?

### Did the employee maintain eye contact with the guest?

### Did the employee smile and exhibit a friendly manner?

Did the employee have a good working knowledge of the
### English language?
Did employee respect guest's presence when interacting with
### other colleagues?

Score: 90.0% 96.0% 92.6% 89.3% 88.0% 88.5% 89.3%

Quality Department - 04Aug'05 Page 17

 WAKE UP CALL

2005 May

2005 Aug
2000 Jun

2004 Jun
2002 Feb

(internal)

(internal)
2003 Jan

2004 Oct

2005 Jul
SWITCHBOARD

(LQA)

(LQA)

(LQA)

(LQA)

(LQA)

(LQA)
STANDARDS - WAKE UP CALLS:

1 Was the telephone answered within 3 rings or 15 seconds? x

Did the employee answer the phone with the appropriate greeting
2 (good evening) and identify the department? x
Did employee use the guest's name at least once during
3 the conversation? x x x x
Did employee repeat back details (room/time) to ensure correct
4 understanding?

5 Did the caller wish the guest a good night? x

THE EMPLOYEE:

6 Was the employee's speech clear and audible?

Did the employee have a good working knowledge of the
7 English language?
Was the employee polite, cordial and helpful whilst ascertaining
8 information with regards to the wake up call?
STANDARDS - RECEIVING THE WAKE UP CALL:

9 Was the wake up call personalised (i.e. not recorded)?

### Was wake up call received within 5 minutes of requested time?

### When receiving wake up call did employee use appropriate greeting?

### When receiving wake up call did employee use guest's name? x x

### When receiving wake up call did employee announce time of day?

Score: 92.3% 76.9% 76.9% 100.0% 100.0% 92.3% 92.3%

Quality Department - 04Aug'05 Page 18

 HOUSEKEEPING ARRIVAL

2005 May

2005 Aug
2000 Jun

2004 Jun
2002 Feb

(internal)

(internal)
2003 Jan

2004 Oct

2005 Jul
HOUSEKEEPING - ARRIVAL

(LQA)

(LQA)

(LQA)

(LQA)

(LQA)

(LQA)
STANDARDS - ON ARRIVAL:

1 Was carpet/tiles freshly vacuumed/mopped and free of stains? x x

Was room at a comfortable temperature on arrival and free of
2 odour?

3 Was bed valance/skirting neatly arranged and clean (if applicable)? x x

4 Was the head board clean and in good repair? x

5 Was bed made with clean linen, which was free of stains or tears?

6 Was bedspread/duvet/blankets clean?

7 Was all upholstered furniture clean and free of stains? x x

8 Were all furniture surfaces clean and dust/smear free?

9 Were all picture/door/mirror frames clean and dust free? x

### Were all windows clean and free of smears? x x x

### Were curtains clean and properly fitted?

### Were ceilings and vents clean and free of any dust?

### Were all walls clean and free of scuffs? x

### Were all light fixtures and fittings clean and dust free? x

### Was waste paper basket clean and in good condition?

### Was balcony swept and clean?

### Was balcony furniture clean and set-up (if weather permitting)?

Quality Department - 04Aug'05 Page 19

 HOUSEKEEPING ARRIVAL

Was there a do not disturb/please make up room sign/light and in the case
### of a sign was it easily located?

### Was there a clean ashtray and matches in bedroom if smoking room?

### Were all mirrors clean and smear free?

### Were wardrobes clean and free of any scuffs, dust or debris?

### Was a note pad/pencil available next to each telephone in the bedroom?

### Were all drawers clean, odour free and free of any dust or debris?

### Was television clean and correctly tuned in? x

If there was a clock in the room was the time correct (can be displayed on
### the TV)?

### Were all light fixtures in bathroom and bedroom working properly?
BATHROOM:

### Was the bathroom completely mould free?

### Were all ceilings and walls clean?

### Was shower/bath/sink clean and in good repair?

### Was shower/bath/sink controls polished?

### Was shower curtain or door clean?

### Were all counters, shelves and soap dishes clean and dry?

### Was bathroom floor clean and free of any debris?

### Was toilet clean and in good repair?

### Was waste paper bin clean and in good condition?

### Was spare toilet roll available?

Quality Department - 04Aug'05 Page 20

 HOUSEKEEPING ARRIVAL

### Was there a full box of tissues in clean tissue dispenser?

### Were bathrobes clean, unstained and in good condition?

Were there 2 x clean drinking water glasses covered with stancaps or
### placed on coasters (not wrapped in plastic)? x x x x x

### Were all towels clean, unstained and in good repair?

### Were all amenities neatly arranged?

### In the case of flowers were they fresh? x

Score: 92.5% 94.9% 87.5% 94.9% 92.5% 89.7% 97.6%

Quality Department - 04Aug'05 Page 21

 TURNDOWN

2005 May

2005 Aug
2000 Jun

2004 Jun
2002 Feb

(internal)

(internal)
2003 Jan

2004 Oct

2005 Jul
TURNDOWN

(LQA)

(LQA)

(LQA)

(LQA)

(LQA)

(LQA)
STANDARDS - TURNDOWN:
Was a turndown service provided between 18h00 and 22h00
1 daily?
If do not disturb sign present was a calling card/door knob card
2 left under/on the door or a message left on the telephone?
If employee was observed, was she wearing a complete
3 uniform and well presented?

4 Was the employee pleasant and professional in manner?

5 Was the bedspread removed or folded back?

If bedspread was stored away, was it done neatly and
6 not placed directly on the floor?

7 Did employee fold back sheets neatly?

8 Was a bedside mat and slippers laid out?

9 Did employee draw curtains fully and neatly?

### Did employee turn bedside lamp on?

Did employee leave room service breakfast card
### in a prominent position?

### Did employee empty waste bins?

### Did employee empty and clean ashtrays? x

Was the room generally tidied with all amenities returned
### to their original position? x x x x

### Were guest's clothes folded and arranged neatly? x x x x

### Were all shoes paired and neatly arranged? x

### Was all change or jewelry left untouched?

Quality Department - 04Aug'05 Page 22

 TURNDOWN

### Was stationery replenished? x x x x

Were any used glasses or room service soiled plates and cutlery
### removed from room? x x x x

### Were any newspapers or magazines arranged neatly? x x x

### Was the television cabinet opened for the guest (if applicable)?

### Was TV remote control placed on bed side table? x x x

### Did employee replace any used towels with clean ones?

### Did employee clean and replace bathroom water glasses? x

### Did employee replace any bathroom amenities as required?

### Did employee tidy guest's personal toiletries? x

### Did employee rinse out the sink? x

### Did employee ensure toilet was clean? x

### Did employee clean bathroom floor? x

### Did employee clean bath and shower?

Score: 80.0% 93.6% 100.0% 72.5% 90.7% 80.8% 96.4%

Quality Department - 04Aug'05 Page 23

 SERVICING

2005 May

2005 Aug
2000 Jun

2004 Jun
2002 Feb

(internal)

(internal)
2003 Jan

2004 Oct

2005 Jul
SERVICING

(LQA)

(LQA)

(LQA)

(LQA)

(LQA)

(LQA)
STANDARDS - SERVICING OF GUEST'S ROOM:

1 Was servicing completed by 14h00 each day?

If employee was observed, was he/she wearing a complete
2 uniform and well presented?

3 Was the employee pleasant and professional in manner?

If the guest asked the employee to come back at a certain
4 time, was this agreed to?
If do not disturb sign present was a calling card/door knob card left
5 under/on the door or a message left on the telephone?

6 Was carpet/tiles freshly vacuumed/mopped and free of any debris?

Was the room generally tidied with all amenities returned to their original
7 position? x x x

8 Was bed neatly made with clean linen which was free of stains or tears?

9 Were curtains neatly drawn?

### Was waste bin (i.e. bathroom and bedroom) emptied and clean? x

### Was balcony clean?

### Was any used stationery replaced? x x x x

### Were any used laundry bags/lists replaced (if necessary)?

### Were all ashtrays emptied and cleaned?

### Were any blown light bulbs replaced?

### Were guest's clothes folded and arranged neatly? x x

### Were all shoes paired and neatly arranged? x

Quality Department - 04Aug'05 Page 24

 SERVICING

### Was all change or jewelry left untouched?

### Were all newspapers and magazines neatly arranged?

Were any used glasses or room service soiled plates and cutlery removed
### from room?

### Were any door knob signs removed and placed in original position?
BATHROOM:-

### Were all used towels replaced?

### Were all fresh towels clean and in good condition?

### Were bathrobes re-hung?

### Were all partially used amenities replaced (if required)? x

### Were bathroom water glasses cleaned and replaced?

### Was all toilet/facial tissue replenished (if required)?

### Did employee tidy guest's personal toiletries?

### Was shower curtain/door clean?

### Was bath/shower/sink clean?

### Were floors clean and free of any debris?

### Was toilet and toilet seat clean?

### Was bathroom counter clean, dry and free of any debris?

### Were all bath/shower and sink controls polished?

### Were all mirrors clean and free of smears?

Score: 96.3% 92.9% 100.0% 89.3% 90.0% 89.7% N/A

Quality Department - 04Aug'05 Page 25

 LAUNDRY

2005 May

2005 Aug
2000 Jun

2004 Jun
2002 Feb

(internal)

(internal)
2003 Jan

2004 Oct

2005 Jul
LAUNDRY

(LQA)

(LQA)

(LQA)

(LQA)

(LQA)

(LQA)
PRODUCT - VALET AMENITY TRAY/PACK:

1 Did laundry list include hours of service?

2 Did laundry list include collection/delivery instructions?

Did laundry list include collection telephone number unless speed dial was
3 clearly marked on the telephone?

4 Did laundry list clearly state applicable prices?

5 Did list have option for folded or hung shirts?

6 Did valet amenity tray/pack include laundry bags?

STANDARDS - COLLECTION:
Was laundry/pressing collected within ten minutes of
7 request?

8 Did employee knock lightly on the door?

9 Did employee greet the guest in a polite and friendly manner?

Did the employee use the guest's name at least one time
### during the interaction? x x x
Did employee confirm with guest that the laundry list was in the
### bag? x x x x x

### Did employee thank the guest?

STANDARDS - DELIVERY AND PRESENTATION:

### Was all laundry delivered within specified time? x

### If any delay in delivery time was guest informed immediately? x

With pressing, were the garments returned within 1 hour of them being
### collected? x x
Were all collected items returned and if so were they returned as requested
### (i.e. folded, on a hanger, etc)? x
Quality Department - 04Aug'05 Page 26
 LAUNDRY

If bill accompanied the laundry, was it clearly itemized and

### totalled?

### Were all laundry items appropriately cleaned?

### Were all items appropriately pressed?

If stain could not be removed from garment was the guest informed
### through a printed card?
Were all hanging garments returned on good quality hangers
### (i.e. not wire)?

### Were articles on hangers covered in plastic?

### Were all articles free of odour?

### Were folded garments delivered in a box/basket/tray? x

### Were buttons replaced if fallen off or loose? x

### In the case of French cuffs, were clips used? x

### Were garments free of any staples or pins?

### Were laundry tags removed from all items? x

### Were socks in pairs and folded?

If a do not disturb sign was on the door was a calling card
### placed under the door?
If shoes were left out to be cleaned were they returned polished
### to a high standard?

Score: 87.0% 90.9% 95.8% 92.0% 76.0% 88.5% 95.8%

Quality Department - 04Aug'05 Page 27

 BREAKFAST

(LQA) - BAB

(LQA) - BAB

(LQA) - BAB
(LQA) - ALI

(LQA) - ALI
(LQA) -ALI

(internal) -
2005 May

2005 Aug
2000 Jun

2004 Jun
2002 Feb

(internal)
2003 Jan

2004 Oct

2005 Jul
BREAKFAST - Al Iwan/ Bab Al Yam

ALI
STANDARDS - ARRIVAL/SEATING:
Was the guest greeted or acknowledged within 15 seconds upon entering
1 the restaurant? x

2 Was the guest greeted in a friendly and pleasant manner?

Did the host ascertain the guest's name and use it during
3 interactions? x x x x x x x

4 Did host ask guest to follow him/her to the table?

5 Did the host seat the guest within one minute of their arrival? x

6 Did the host seat the guest at a fully laid table? x

7 Did host offer chair assistance?

8 Did the host remove covers if necessary? x x x

9 Did the host present the menu?

Did host offer orientation to breakfast procedure (i.e. if the guest should
10 help themselves to the buffet)? x x x
STANDARDS - SERVICE:

11 Did the waiter offer coffee or tea within three minutes of seating?

12 Were fruit juices offered within three minutes of seating? x

13 Was coffee/tea/juice served within three minutes of order? x

Was a basket of pastries brought and left on the table (if
14 included in the breakfast order)?
When taking the order did the waiter exhibit a good working
15 knowledge of the menu and its ingredients?

16 Did the waiter take orders with ladies first?

17 Did the waiter maintain eye contact with the guest ordering?

Quality Department - 04Aug'05 Page 28

 BREAKFAST

18 Did the waiter accommodate any reasonable off menu requests?

Did the waiter obtain full and complete orders
19 (i.e. accompaniments with cooked breakfast)?

20 If toast requested, did waiter ascertain guest's toast preference?

21 Was the breakfast order served within 10 minutes of order? x

22 Was the guest advised if the plate was hot? x

Was plate crest positioned in either the six o'clock or twelve position
23 accordingly?

24 Was the order correct and complete?

Did waiter ascertain if the guest required any condiments
25 (i.e. brown sauce, ketchup, ground pepper etc.)? x x
Were condiments served in appropriate containers
26 (i.e. decanted from the bottle or miniatures, but not bottled)?

27 Did employee replace cutlery as required?

Were dishes cleared within 3 minutes of all guests
28 finishing their meals? x

29 Was coffee/tea replenished as required? x x

30 Did employee offer a clean cup with second coffee refill? x x x

Did an employee visit the table to ascertain at any point if service was
31 satisfactory? x x x x

32 Were ashtrays cleared every time a guest extinguished a cigarette? x

33 Upon leaving the restaurant was the guest thanked/acknowledged?

ACCOUNTING - BILL PRESENTATION:

34 Was the bill provided within three minutes of request? x

35 Was the bill presented in a clean bill fold with hotel pen? x

36 Was the bill clearly itemized and correct?

37 Did the waiter collect payment promptly?

Quality Department - 04Aug'05 Page 29
 BREAKFAST

38 Did the waiter return correct change?

If cash payment, was receipt automatically offered
39 (i.e. bill displays settlement by cash)?

40 If credit card payment did employee verify signature?

THE EMPLOYEE:

41 Did employees appear organized and work as a team? x x

Was the employee dressed in a clean, pressed and complete
42 uniform?

43 Were employee's shoes of a corporate standard?

44 Did the employee wear a name badge (if applicable)? x

45 Was the employee well groomed?

46 Did the employee maintain eye contact with the guest? x

47 Did the employee smile and exhibit a friendly manner?

Did the employee have a good working knowledge of the
48 English language?
Did employee respect guest's presence when interacting with other
49 colleagues?

50 Was employee attentive to the guest's needs at all times? x x x

PRODUCT - BUFFET (IF APPLICABLE):

51 Was the buffet attractive in presentation?

52 Was buffet clean and free of any debris (i.e. behind and on top)?

53 Were any unidentifiable food or beverage items clearly labelled?

54 Were labels clean and uniform in appearance?

55 Were all dishes at least 1/3 full?

56 Was the appropriate crockery available?

Quality Department - 04Aug'05 Page 30

 BREAKFAST

57 In the case of a hot buffet, were warmed plates available? x x x x

58 Were serviettes provided for the warm plates? x

59 Were the appropriate service utensils clean and available? x

60 Was chef present behind the buffet at all times? x

61 Was the chef well informed of buffet items?

In the case of hot foods did the chef present a clean warm plate with a
62 serviette to the guest? x x

63 Did chef inform guest if plate was hot?

64 Was the chef neatly presented in a clean and complete uniform?

PRODUCT - MENU AND FOOD:

65 Was the menu clean and in good repair?

66 Was the food presented in an appealing manner?

Was there a good selection of breakfast items available
67 (i.e. fresh fruits, cereals, pastries, cold meats, egg dishes, etc.)? x
Did the food directly resemble its description from the restaurant
68 menu?

69 Was the food fresh and of good flavour?

70 Was food served at the correct temperature? x

71 Was the texture and colour of the food acceptable? x x

72 Were portions of acceptable size?

73 Was the food cooked as requested?

74 Were orange/grapefruit juices freshly squeezed?

75 Was coffee/tea hot and freshly brewed?

PRODUCT - TABLE LAYOUT:

Quality Department - 04Aug'05 Page 31

 BREAKFAST

76 Were all tables in the restaurant consistently laid up?

77 Was the table cloth clean, pressed and free of any stains/tears?
Was correct cutlery used for its intended purpose and was it
78 clean and matching in pattern? x
Was cutlery silver in the case of a formal restaurant and good
79 quality stainless steel in the case of an informal restaurant?

80 Was crockery clean, unchipped and matching in pattern? x

81 Was the glassware clean, unchipped and matching in pattern?

82 Were place mats clean and free of debris?

83 Was the butter rolled/cut, fresh and well presented?

84 Was butter dish full?

Was the napkin clean, pressed and free of any stains/tears
85 (ply and paper serviettes are not acceptable)?
Were the salt and pepper cruets available and if so were they clean and
86 full?

87 Did the sugar selection include white, brown and sweetener? x

88 In the case of sugar cubes were sugar tongs/spoons present?

Was there a minimum of three preserves available on the table or at the
89 buffet?
PRODUCT - PHYSICAL CONDITION OF RESTAURANT:

90 Were newspapers available at the entrance to the restaurant?

91 Was the carpet/tiles free and clean of any stains or debris?

92 Were all light fixtures fully illuminated?

93 Were all walls clean and free of any chips, scuffs or marks?

94 Were all mirrors polished and free of any smudges?

95 Were all windows clean and free of any streaks or spots? x x

Quality Department - 04Aug'05 Page 32

 BREAKFAST

96 Were all plant and floral decorations fresh?

97 Were side stations clean at all times?

98 Was the table steady?

Were the table/chair legs free of any scuffs/scratches and matching in
99 colour?

100 Was the chair's upholstery clean, matching and in good repair?

101 Was the restaurant at an ambient/comfortable temperature?

102 Was restaurant free of any noise/odour from the kitchen?

Score: 86.3% 82.7% 93.2% 82.7% 84.5% 94.6% 91.1%

Quality Department - 04Aug'05 Page 33

 RESTAURANT

2005 May

2005 Aug
2000 Jun

2004 Jun
2002 Feb

(internal)

(internal)
2003 Jan

2004 Oct

2005 Jul
RESTAURANT - Al Mahara

(LQA)

(LQA)

(LQA)

(LQA)

(LQA)

(LQA)
STANDARDS - RESERVATIONS:

1 Was the telephone answered within 3 rings or 10 seconds?

Did the employee answer the phone with the appropriate greeting (good
2 morning/afternoon) and identify the department?
Did employee obtain the guest's name and use it at least once during the
3 conversation? x

4 Did employee obtain number of people dining?

5 Did employee ascertain dining time?

6 Did employee obtain telephone/room number?

7 Did the employee repeat and confirm the details?

8 Did the employee thank the guest?

STANDARDS - ARRIVAL/SEATING:
Was the guest greeted or acknowledged within 30 seconds upon entering
9 the restaurant?

10 Was the guest greeted in a friendly and pleasant manner? x x

11 Did the host ascertain guest's name and use it during interactions? x x

12 Did host ask guest to follow him/her to the table?

13 Did the host seat the guest within 1 minute of their arrival?

14 Did the host seat the guest at a fully laid table?

15 Did host offer chair assistance?

16 Did the host remove covers if necessary?

17 Did the host present the menu/wine list?

Quality Department - 04Aug'05 Page 34
 RESTAURANT
Did host explain any specials of the day where applicable
18 (i.e. soup, fish, etc.)? x
STANDARDS - SERVICE:

19 Was a pre-meal drink offered within 5 minutes of seating?

Did the waiter approach and greet the guest within 10 minutes to take the
20 food order? x
Was waiter able to answer any questions with regard to the menu and its
21 ingredients?

22 Did the waiter take orders with ladies first?

23 Did the waiter maintain eye contact with the guest ordering?

24 Did the waiter accommodate any reasonable off menu requests?

Did the waiter obtain full and complete orders (i.e. cooking
25 instructions, accompaniments, etc.)? x

26 Did the waiter thank the guest?

27 Was the wine/beverage order taken within 2 minutes of the food order? x x
Did the employee have good product knowledge with regard to the
28 wines/beverages?

29 Was wine/beverage served within 5 minutes of ordering? x

Were bread/rolls and butter automatically served or equivalent (i.e. prawn
30 crackers, olive oil etc.)?

31 Did the waiter change cutlery to accompany order?

32 Was the starter served within 15 minutes of order? x

Was the main course served within 20 minutes of starter being removed or
33 within 30 minutes if no starter was ordered? x
Was the correct starter/main course served to the appropriate guest without
34 prompting?
In the case of two people dining, were dishes served to both
35 guests at the same time?

36 Was the guest advised if the plate was hot?

Were all plated items served with as little disruption to the
37 guest as possible?

Quality Department - 04Aug'05 Page 35

 RESTAURANT

Was plate crest positioned in either the six o'clock or twelve position
38 accordingly?

39 Was the order correct and complete?

Were all appropriate condiments automatically offered (i.e. mint sauce,
40 horseradish, mustard, ketchup etc.)?
Were condiments served in appropriate containers (i.e.
41 decanted from the bottle)?

42 Were dishes cleared within 3 minutes of all guests finishing their meals? x
Did the waiter remove side plate, side knife, butter and cruets on
43 completion of main course?

44 Did the waiter crumb down the table (if appropriate)?

45 Did the waiter automatically offer desserts?

Was dessert served within ten minutes of order being taken unless the
46 employee informed the agent of an expected delay? x

47 Did waiter automatically offer coffee/tea? x x x

Did waiter clarify the guest's coffee/tea preference (i.e. cappuccino,
48 espresso etc.)?
Was coffee/tea served within 5 minutes of order or within 5 minutes of the
49 dessert being cleared? x

50 Did the waiter offer to pour the coffee/tea?

51 Was milk/cream offered with the coffee/tea?

Did a selection of petit fours/mints/pastries accompany the coffee/tea (or
52 equivalent)?

53 Did waiter automatically offer coffee/tea refills? x x

54 Were ashtrays cleared every time a guest extinguished a cigarette?

Did an employee visit the table to ascertain at any point if service was
55 satisfactory?

56 Upon leaving the restaurant was the guest thanked/acknowledged?

STANDARDS - WINE/BEVERAGE SERVICE:

57 Did the waiter present the wine to the guest? x

Quality Department - 04Aug'05 Page 36

 RESTAURANT

58 Did the waiter open the wine in front of the guest?

59 Did the waiter pour a small amount of wine for host to sample? x

60 Did the waiter serve the wine - ladies first?

61 Did the waiter fill the glasses appropriately?

62 Was white wine served from an ice bucket?

63 Was red wine served at room temperature and white wine chilled?

64 Did the waiter top up the glass as required?

65 In the case of a beverage, was the drink correctly garnished?

Was the beverage poured in front of the guest in the case of canned,
66 bottled or mixed drinks (i.e. not prepoured)?

67 Did the waiter handle glassware by the stem and base of glass at all times?
Did waiter offer an additional beverage within 2 minutes of drink being
68 empty?
SALES:

69 Did waiter automatically suggest a starter for each guest? x

70 Did waiter automatically suggest side orders (if applicable)? x

Did waiter up sell with wine order (i.e. recommend a wine
71 to accompany the meal)? x
Did waiter automatically offer additional bottle of wine/water upon
72 completion of the first? x

73 Did waiter automatically suggest mineral water with the meal?

If no dessert was ordered, did waiter offer an alternative (i.e. sorbet/cheese
74 course)? x x

75 Did waiter suggest post-meal drinks/cigars? x x x x x x

ACCOUNTING - BILL PRESENTATION:

76 Was the bill provided within three minutes of request?

77 Was the bill presented in a clean bill fold/tray with hotel pen? x

Quality Department - 04Aug'05 Page 37

 RESTAURANT

78 Was the bill clearly itemized and correct? x x

79 Did waiter collect payment promptly?

80 Did the waiter return correct change?

If cash payment, was receipt automatically offered (i.e. bill displays
81 settlement by cash)?

82 If credit card payment did employee verify signature?

THE EMPLOYEE:

83 Did employees appear organized and work as a team?

84 Was the employee dressed in a clean, pressed and complete uniform?

85 Were employee's shoes of a corporate standard?

86 Did the employee wear a name badge (if applicable)? x x

87 Was the employee well groomed?

88 Did the employee maintain eye contact with the guest?

89 Did the employee smile and exhibit a friendly manner? x

Did the employee have a good working knowledge of the English
90 language?
Did employee respect guest's presence when interacting with other
91 colleagues?

92 Was employee attentive to the guest's needs at all times? x

PRODUCT - MENU AND FOOD:
Was the menu/wine list clean, in good repair and presented in English as
93 well as the local language?
Did the restaurant menu offer a varied selection of dishes (i.e. starters,
94 main courses and desserts)?

95 Were two vegetarian options available?

96 Was the food presented in an appealing manner?

97 Did the food directly resemble its description from the restaurant menu?
Quality Department - 04Aug'05 Page 38
 RESTAURANT

98 Was the food fresh and of good flavour? x

99 Was food served at the correct temperature?

### Was the texture and colour of the food acceptable? x

### Were portions of acceptable size?

### Was the food cooked as requested?

### Was coffee/tea hot, fresh and appropriately brewed?

PRODUCT - TABLE LAYOUT:

### Were all tables in the restaurant consistently laid up?

### Was the table cloth clean, pressed and free of any stains/tears?
Was correct cutlery used for its intended purpose and was it clean and
### matching in pattern? x x
Was cutlery silver in the case of a formal restaurant and good quality
### stainless steel in the case of an informal restaurant? x

### Was crockery/silverware clean, unchipped and matching in pattern?

### Was the glassware clean, unchipped and matching in pattern?

### Was ice bucket clean and polished?

### Was the butter rolled/cut, fresh and well presented?

### Was butter dish full?

Was the napkin clean, pressed and free of any stains/tears (paper serviettes
### are not acceptable)?

### Were the salt and pepper cruets available and if so clean and full?

### Did the sugar selection include white, brown and sweetener?

### In the case of sugar cubes were sugar tongs/spoons present? x

PRODUCT - PHYSICAL CONDITION OF RESTAURANT:

### Was the carpet/tiles free and clean of any stains or debris?

Quality Department - 04Aug'05 Page 39

 RESTAURANT

### Were all light fixtures fully illuminated?

### Were all walls clean and free of any chips, scuffs or marks?

### Were all mirrors polished and free of any smudges?

### Were all windows clean and free of any streaks or spots?

### Were all plant and floral decorations fresh?

### Were side stations clean at all times?

### Was the table steady?

Were the table/chair legs free of any scuffs/scratches and matching in
### colour?

### Was the chair's upholstery clean, matching and in good repair?

### Was the restaurant at an ambient/comfortable temperature?

### Was restaurant free of any noise/odour from the kitchen?

Score: 88.6% 90.9% 88.9% 89.3% 95.6% N/A 94.5%

Quality Department - 04Aug'05 Page 40

 RESTAURANT (2)

2005 May

2005 Aug
2000 Jun

2004 Jun
2002 Feb

(internal)

(internal)
2003 Jan

2004 Oct

2005 Jul
RESTAURANT - Al Muntaha

(LQA)

(LQA)

(LQA)

(LQA)

(LQA)

(LQA)
STANDARDS - RESERVATIONS:

1 Was the telephone answered within 3 rings or 10 seconds?

Did the employee answer the phone with the appropriate greeting (good
2 morning/afternoon) and identify the department?
Did employee obtain the guest's name and use it at least once during the
3 conversation?

4 Did employee obtain number of people dining?

5 Did employee ascertain dining time?

6 Did employee obtain telephone/room number?

7 Did the employee repeat and confirm the details?

8 Did the employee thank the guest?

STANDARDS - ARRIVAL/SEATING:
Was the guest greeted or acknowledged within 30 seconds upon entering
9 the restaurant?

10 Was the guest greeted in a friendly and pleasant manner?

11 Did the host ascertain guest's name and use it during interactions? x x x

12 Did host ask guest to follow him/her to the table?

13 Did the host seat the guest within 1 minute of their arrival?

14 Did the host seat the guest at a fully laid table?

15 Did host offer chair assistance? x

16 Did the host remove covers if necessary? x

17 Did the host present the menu/wine list?

Quality Department - 04Aug'05 Page 41
 RESTAURANT (2)
Did host explain any specials of the day where applicable
18 (i.e. soup, fish, etc.)?
STANDARDS - SERVICE:

19 Was a pre-meal drink offered within 5 minutes of seating?

Did the waiter approach and greet the guest within 10 minutes to take the
20 food order? x x
Was waiter able to answer any questions with regard to the menu and its
21 ingredients?

22 Did the waiter take orders with ladies first?

23 Did the waiter maintain eye contact with the guest ordering?

24 Did the waiter accommodate any reasonable off menu requests?

Did the waiter obtain full and complete orders (i.e. cooking
25 instructions, accompaniments, etc.)?

26 Did the waiter thank the guest?

27 Was the wine/beverage order taken within 2 minutes of the food order? x
Did the employee have good product knowledge with regard to the
28 wines/beverages?

29 Was wine/beverage served within 5 minutes of ordering? x

Were bread/rolls and butter automatically served or equivalent (i.e. prawn
30 crackers, olive oil etc.)?

31 Did the waiter change cutlery to accompany order?

32 Was the starter served within 15 minutes of order? x x

Was the main course served within 20 minutes of starter being removed or
33 within 30 minutes if no starter was ordered? x
Was the correct starter/main course served to the appropriate guest without
34 prompting?
In the case of two people dining, were dishes served to both
35 guests at the same time?

36 Was the guest advised if the plate was hot? x x

Were all plated items served with as little disruption to the
37 guest as possible?

Quality Department - 04Aug'05 Page 42

 RESTAURANT (2)

Was plate crest positioned in either the six o'clock or twelve position
38 accordingly?

39 Was the order correct and complete?

Were all appropriate condiments automatically offered (i.e. mint sauce,
40 horseradish, mustard, ketchup etc.)?
Were condiments served in appropriate containers (i.e.
41 decanted from the bottle)?

42 Were dishes cleared within 3 minutes of all guests finishing their meals? x
Did the waiter remove side plate, side knife, butter and cruets on
43 completion of main course?

44 Did the waiter crumb down the table (if appropriate)? x x

45 Did the waiter automatically offer desserts?

Was dessert served within ten minutes of order being taken unless the
46 employee informed the agent of an expected delay?

47 Did waiter automatically offer coffee/tea?

Did waiter clarify the guest's coffee/tea preference (i.e. cappuccino,
48 espresso etc.)? x x
Was coffee/tea served within 5 minutes of order or within 5 minutes of the
49 dessert being cleared? x

50 Did the waiter offer to pour the coffee/tea?

51 Was milk/cream offered with the coffee/tea?

Did a selection of petit fours/mints/pastries accompany the coffee/tea (or
52 equivalent)?

53 Did waiter automatically offer coffee/tea refills? x x x x

54 Were ashtrays cleared every time a guest extinguished a cigarette? x

Did an employee visit the table to ascertain at any point if service was
55 satisfactory?

56 Upon leaving the restaurant was the guest thanked/acknowledged?

STANDARDS - WINE/BEVERAGE SERVICE:

57 Did the waiter present the wine to the guest?

Quality Department - 04Aug'05 Page 43

 RESTAURANT (2)

58 Did the waiter open the wine in front of the guest?

59 Did the waiter pour a small amount of wine for host to sample?

60 Did the waiter serve the wine - ladies first?

61 Did the waiter fill the glasses appropriately?

62 Was white wine served from an ice bucket?

63 Was red wine served at room temperature and white wine chilled?

64 Did the waiter top up the glass as required?

65 In the case of a beverage, was the drink correctly garnished?

Was the beverage poured in front of the guest in the case of canned,
66 bottled or mixed drinks (i.e. not prepoured)?

67 Did the waiter handle glassware by the stem and base of glass at all times?
Did waiter offer an additional beverage within 2 minutes of drink being
68 empty?
SALES:

69 Did waiter automatically suggest a starter for each guest? x

70 Did waiter automatically suggest side orders (if applicable)?

Did waiter up sell with wine order (i.e. recommend a wine
71 to accompany the meal)? x
Did waiter automatically offer additional bottle of wine/water upon
72 completion of the first? x

73 Did waiter automatically suggest mineral water with the meal?

If no dessert was ordered, did waiter offer an alternative (i.e. sorbet/cheese
74 course)? x x

75 Did waiter suggest post-meal drinks/cigars? x x x x

ACCOUNTING - BILL PRESENTATION:

76 Was the bill provided within three minutes of request? x

77 Was the bill presented in a clean bill fold/tray with hotel pen? x x

Quality Department - 04Aug'05 Page 44

 RESTAURANT (2)

78 Was the bill clearly itemized and correct?

79 Did waiter collect payment promptly?

80 Did the waiter return correct change?

If cash payment, was receipt automatically offered (i.e. bill displays
81 settlement by cash)?

82 If credit card payment did employee verify signature?

THE EMPLOYEE:

83 Did employees appear organized and work as a team? x

84 Was the employee dressed in a clean, pressed and complete uniform? x

85 Were employee's shoes of a corporate standard?

86 Did the employee wear a name badge (if applicable)? x

87 Was the employee well groomed?

88 Did the employee maintain eye contact with the guest? x

89 Did the employee smile and exhibit a friendly manner? x

Did the employee have a good working knowledge of the English
90 language?
Did employee respect guest's presence when interacting with other
91 colleagues?

92 Was employee attentive to the guest's needs at all times? x x

PRODUCT - MENU AND FOOD:
Was the menu/wine list clean, in good repair and presented in English as
93 well as the local language? x x
Did the restaurant menu offer a varied selection of dishes (i.e. starters,
94 main courses and desserts)?

95 Were two vegetarian options available?

96 Was the food presented in an appealing manner?

97 Did the food directly resemble its description from the restaurant menu? x
Quality Department - 04Aug'05 Page 45
 RESTAURANT (2)

98 Was the food fresh and of good flavour? x

99 Was food served at the correct temperature?

### Was the texture and colour of the food acceptable? x

### Were portions of acceptable size?

### Was the food cooked as requested? x

### Was coffee/tea hot, fresh and appropriately brewed?

PRODUCT - TABLE LAYOUT:

### Were all tables in the restaurant consistently laid up?

### Was the table cloth clean, pressed and free of any stains/tears?
Was correct cutlery used for its intended purpose and was it clean and
### matching in pattern?
Was cutlery silver in the case of a formal restaurant and good quality
### stainless steel in the case of an informal restaurant?

### Was crockery/silverware clean, unchipped and matching in pattern?

### Was the glassware clean, unchipped and matching in pattern?

### Was ice bucket clean and polished?

### Was the butter rolled/cut, fresh and well presented?

### Was butter dish full?

Was the napkin clean, pressed and free of any stains/tears (paper serviettes
### are not acceptable)?

### Were the salt and pepper cruets available and if so clean and full?

### Did the sugar selection include white, brown and sweetener?

### In the case of sugar cubes were sugar tongs/spoons present?

PRODUCT - PHYSICAL CONDITION OF RESTAURANT:

### Was the carpet/tiles free and clean of any stains or debris?

Quality Department - 04Aug'05 Page 46

 RESTAURANT (2)

### Were all light fixtures fully illuminated?

### Were all walls clean and free of any chips, scuffs or marks?

### Were all mirrors polished and free of any smudges?

### Were all windows clean and free of any streaks or spots?

### Were all plant and floral decorations fresh?

### Were side stations clean at all times?

### Was the table steady?

Were the table/chair legs free of any scuffs/scratches and matching in
### colour?

### Was the chair's upholstery clean, matching and in good repair?

### Was the restaurant at an ambient/comfortable temperature?

### Was restaurant free of any noise/odour from the kitchen?

Score: 84.6% 88.7% 88.0% N/A N/A 88.6% 95.3%

Quality Department - 04Aug'05 Page 47

 RESTAURANT BUFFET

2005 May

2005 Aug
2000 Jun

2004 Jun
2002 Feb

(internal)

(internal)
2003 Jan

2004 Oct

2005 Jul
RESTAURANT - BUFFET

(LQA)

(LQA)

(LQA)

(LQA)

(LQA)

(LQA)
STANDARDS - RESERVATIONS:

1 Was the telephone answered within 3 rings or 10 seconds?

Did the employee answer the phone with the appropriate greeting (good
2 morning/afternoon) and identify the department?
Did employee obtain the guest's name and use it at least once during the
3 conversation?

4 Did employee obtain number of people dining?

5 Did employee ascertain dining time?

6 Did employee obtain telephone/room number?

7 Did the employee repeat and confirm the details?

8 Did the employee thank the guest?

STANDARDS - ARRIVAL/SEATING:
Was the guest greeted or acknowledged within 30 seconds upon entering
9 the restaurant?

10 Was the guest greeted in a friendly and pleasant manner?

11 Did the host ascertain guest's name and use it during interactions? x

12 Did host ask guest to follow him/her to the table?

13 Did the host seat the guest within 1 minute of their arrival?

14 Did the host seat the guest at a fully laid table?

15 Did host offer chair assistance?

16 Did the host remove covers if necessary?

Quality Department - 04Aug'05 Page 48

 RESTAURANT BUFFET

17 Did the host present the menu/wine list?

18 Did host explain any specials of the day (i.e. carvery)? x

19 Did the host offer a buffet orientation?

STANDARDS - SERVICE:

20 Was a pre-meal drink offered within 5 minutes of seating?

Did the employee have good product knowledge with regard to the
21 wines/beverages?

22 Was wine/beverage served within 5 minutes of ordering?

Were bread/rolls and butter automatically served (if not available
23 on the buffet)?

24 Did the waiter replace cutlery as required?

25 Were dishes cleared within 3 minutes of all guests finishing their meals?
Did the waiter remove side plate, side knife, butter and cruets on
26 completion of main course? x

27 Did the waiter crumb down the table (if appropriate)? x

28 Did the waiter automatically offer desserts (if applicable)?

29 Was dessert served within 10 minutes of order being taken?

30 Did waiter automatically offer coffee/tea? x

Did waiter clarify the guest's coffee/tea preference (i.e. cappuccino,
31 espresso etc.)?
Was coffee/tea served within 5 minutes of order or within 5 minutes of the
32 dessert being cleared?

33 Did the waiter offer to pour the coffee/tea?

34 Was milk/cream offered with the coffee/tea?

Did a selection of petit fours/mints/pastries accompany the coffee (or
35 equivalent)? x

36 Did waiter automatically offer coffee/tea refills?

Quality Department - 04Aug'05 Page 49

 RESTAURANT BUFFET

37 Were ashtrays cleared every time a guest extinguished a cigarette?

Did an employee visit the table to ascertain at any point if service was
38 satisfactory?

39 Upon leaving the restaurant was the guest thanked/acknowledged?

STANDARDS - WINE/BEVERAGE SERVICE:

40 Did the waiter present the wine to the guest?

41 Did the waiter open the wine in front of the guest?

42 Did the waiter pour a small amount of wine for host to sample?

43 Did the waiter serve the wine - ladies first?

44 Did the waiter fill the glasses appropriately?

45 Was white wine served from an ice bucket?

46 Was red wine served at room temperature and white wine chilled?

47 Did the waiter top up the glass as required?

48 In the case of a beverage, was the drink correctly garnished?

Was the beverage poured in front of the guest in the case of canned,
49 bottled or mixed drinks (i.e. not prepoured)?

50 Did the waiter handle glassware by the stem and base of glass at all times?
Did waiter offer an additional beverage within 2 minutes of drink being
51 empty?
SALES:
Did waiter up sell with wine order (i.e. recommend a wine to accompany
52 the meal)? x
Did waiter automatically offer additional bottle of wine upon completion
53 of the first?

54 Did waiter automatically suggest mineral water with the meal?

55 Did waiter suggest post-meal drinks/cigars? x

ACCOUNTING - BILL PRESENTATION:

Quality Department - 04Aug'05 Page 50

 RESTAURANT BUFFET

56 Was the bill provided within three minutes of request?

57 Was the bill presented in a clean bill fold/tray with hotel pen?

58 Was the bill clearly itemized and correct? x

59 Did waiter collect payment promptly?

60 Did the waiter return correct change?

If cash payment, was receipt automatically offered (i.e. bill displays
61 settlement by cash)?

62 If credit card payment did employee verify signature?

THE EMPLOYEE:

63 Did employees appear organized and work as a team?

64 Was the employee dressed in a clean, pressed and complete uniform?

65 Were employee's shoes of a corporate standard?

66 Did the employee wear a name badge (if applicable)?

67 Was the employee well groomed?

68 Did the employee maintain eye contact with the guest?

69 Did the employee smile and exhibit a friendly manner?

Did the employee have a good working knowledge of the English
70 language?
Did employee respect guest's presence when interacting with other
71 colleagues?

72 Was employee attentive to the guest's needs at all times?

PRODUCT - BUFFET:

73 Was the buffet attractive in presentation?

74 Was buffet clean and free of any debris (i.e. behind and on top)?

75 Were any unidentifiable food or beverage items clearly labeled?

Quality Department - 04Aug'05 Page 51
 RESTAURANT BUFFET

76 Were labels clean and uniform in appearance?

77 Were all dishes at least 1/3 full?

78 Was the appropriate crockery available?

79 In the case of a hot buffet, were warmed plates available?

80 Were serviettes provided for the warm plates? x

81 Were the appropriate service utensils clean and available?

82 Were all relevant condiments available?

83 Was chef present behind the buffet at all times?

84 Was the chef well informed of buffet items?

In the case of hot foods did the chef present a clean warm plate with a
85 serviette to the guest? x

86 Did chef inform guest if plate was hot?

87 Was the chef neatly presented in a clean and complete uniform?

PRODUCT - MENU AND FOOD:

88 Was the menu clean and in good repair (if applicable)?

Did the buffet offer a varied selection of dishes (i.e. starters, main courses
89 and desserts)?

90 Did the buffet offer at least 2 vegetarian options?

91 Was the food fresh and of good flavour?

92 Was food served at the correct temperature?

93 Was the texture and colour of the food acceptable?

PRODUCT - TABLE LAYOUT:

94 Were all tables in the restaurant consistently laid up?

Quality Department - 04Aug'05 Page 52

 RESTAURANT BUFFET

95 Was the table cloth clean, pressed and free of any stains/tears?
Was correct cutlery used for its intended purpose and was it clean and
96 matching in pattern?

97 Was crockery clean, unchipped and matching in pattern?

98 Was the glassware clean, unchipped and matching in pattern?

99 Was ice bucket clean and polished?

### Was the butter rolled/cut, fresh and well presented?

### Was butter dish full?

Was the napkin clean, pressed and free of any stains/tears (paper serviettes
### are not acceptable)?

### Were the salt and pepper cruets available and if so clean and full?

### Did the sugar selection include white, brown and sweetener?

### In the case of sugar cubes were sugar tongs/spoons present?

PRODUCT - PHYSICAL CONDITION OF RESTAURANT:

### Was the carpet/tiles free and clean of any stains or debris?

### Were all light fixtures fully illuminated?

### Were all walls clean and free of any chips, scuffs or marks?

### Were all mirrors polished and free of any smudges?

### Were all windows clean and free of any streaks or spots?

### Were all plant and floral decorations fresh?

### Were side stations clean at all times?

### Was the table steady?

Were the table/chair legs free of any scuffs/scratches and matching in
### colour?

Quality Department - 04Aug'05 Page 53

 RESTAURANT BUFFET

### Was the chair's upholstery clean, matching and in good repair?

### Was restaurant free of any noise/odour from the kitchen?

Score: N/A N/A N/A N/A 86.7% N/A N/A

Quality Department - 04Aug'05 Page 54

 LIGHT MEALS

(LQA) - SAE

(LQA) - SAE

(LQA) - SAE

(LQA) - SAE

(LQA) - SAE

(internal) -
2005 May

2005 Aug
2000 Jun

2004 Jun
2002 Feb

(internal)
2003 Jan

2004 Oct

2005 Jul
(LQA) -
LIGHT MEALS

MAB

BAB
STANDARDS - SERVICE:

1 Was guest acknowledged within 1 minute of arrival? x x

2 Did employee greet guest in a pleasant and friendly manner? x

3 Did employee present menus within 1 minute of request?

4 Did employee explain any daily specials (i.e. soup of the day)? x

5 Was the guest's drinks order taken within 3 minutes of seating? x x

6 Was drinks order served within 3 minutes of order? x x x x x x x

7 Were drinks served and cleared using a tray?

8 Was the drinks order correct?

9 Were drinks appropriately garnished? x

### Did the waiter handle glassware by the stem and base of glass at all times?
Was the beverage poured in front of the guest in the case of canned,
### bottled or mixed drinks (i.e. not prepoured)? x

### Did the waiter take order with ladies first?

### Did waiter maintain eye contact during order taking?

### Did employee have good product knowledge with regard to the menu? x
Did waiter obtain full and complete orders (i.e. cooking instructions, bread
### preference etc.)?

### Did waiter bring appropriate cutlery as per order?

### Was light meal served within 15 minutes of order? x x

Quality Department - 04Aug'05 Page 55

 LIGHT MEALS

Were all plated items served with as little disruption to the guest as
### possible?

### Was the order correct and complete? x

Were all appropriate condiments automatically offered (i.e. ketchup,
### mayonnaise etc.)?
Were condiments served in appropriate containers (i.e. decanted from the
### bottle or miniature form)?

### Did waiter offer additional drinks within 2 minutes of drink being empty? x x x

### Were dishes cleared within 3 minutes of all guests finishing their meals? x x x x

### Did the waiter automatically offer desserts? x x x x x

### Was dessert served within 10 minutes of order being taken?

### Did waiter automatically offer coffee/tea? x x x x x

Did waiter clarify the guest's coffee/tea preference (i.e. cappuccino,
### espresso etc.)? x
Was coffee/tea served within 5 minutes of order or within 5 minutes of the
### dessert being cleared? x

### Did the waiter offer to pour the coffee/tea?

### Was milk/cream offered with the coffee/tea?

### Did sugar selection include sweetener, white and/or brown as required?

### In the case of sugar cubes were sugar tongs/spoons present?

### Did waiter replace ashtray after each cigarette was extinguished? x
Did an employee visit the table to ascertain at any point if service was
### satisfactory? x x x x

### Upon leaving the restaurant was the guest thanked/acknowledged? x x x x

ACCOUNTING - BILL PRESENTATION:

### Was the bill provided within three minutes of request?

Quality Department - 04Aug'05 Page 56

 LIGHT MEALS

### Was the bill presented in a clean bill fold/tray with hotel pen? x

### Was the bill clearly itemized and correct?

### Did waiter collect payment promptly?

### Did the waiter return correct change?

If cash payment, was receipt automatically offered (i.e. bill displays
### settlement by cash)?

### If credit card payment did employee verify signature?

THE EMPLOYEE:

### Did employees appear organized and work as a team? x x

### Was the employee dressed in a clean, pressed and complete uniform?

### Were employee's shoes of a corporate standard?

### Did the employee wear a name badge (if applicable)?

### Was the employee well groomed?

### Did the employee maintain eye contact with the guest? x x x x

### Did the employee smile and exhibit a friendly manner? x x

Did the employee have a good working knowledge of the English
### language?
Did employee respect guest's presence when interacting with other
### colleagues? x

### Was employee attentive to the guest's needs at all times? x x x x x

PRODUCT - MENU AND FOOD:

### Was the menu clean and in good repair? x

### Was the menu varied in content? x

### Were two vegetarian options available?

Quality Department - 04Aug'05 Page 57

 LIGHT MEALS

### Was the food presented in an appealing manner? x

### Did the food directly resemble its description from the restaurant menu? x

### Was the food fresh and of good flavour?

### Was food served at the correct temperature?

### Was the texture and colour of the food acceptable? x

### Were portions of acceptable size?

### Was the food cooked as requested?

### Was coffee/tea hot, fresh and appropriately brewed?

PRODUCT - TABLE LAYOUT:

### Were all tables in the lounge/restaurant consistently laid up? x

### Was place mat/table cloth clean and free of debris?

Was correct cutlery used for its intended purpose and was it clean and
### matching in pattern?

### Was crockery clean, free of chips and matching in pattern?

### Was the glassware clean, unchipped and matching in pattern?

Was the napkin clean, pressed and free of any stains/tears (ply napkins
### acceptable, paper serviettes are not)?
Were the salt and pepper cruets provided and if so were they clean and full
### (if applicable to meal)? x x
PRODUCT - PHYSICAL CONDITION OF VENUE:

### Was the carpet/tiles free and clean of any stains or debris?

### Were all light fixtures fully illuminated?

### Were all walls clean and free of any chips, scuffs or marks?

### Were all mirrors polished and free of any smudges?

Quality Department - 04Aug'05 Page 58

 LIGHT MEALS

### Were all windows clean and free of any streaks or spots?

### Were all plant and floral decorations fresh?

### Was the lounge at an ambient/comfortable temperature?

### Was the table steady? x

Were the table/chair legs free of any scuffs/scratches
### and matching in colour?

### Were the chair's upholstery clean, matching and in good repair? x

Score: 83.3% 92.3% 75.0% 84.6% 78.1% 81.3% 86.4%

Quality Department - 04Aug'05 Page 59

 DRINKS SERVICE

(LQA) - Juna

(internal) -
SKV/ Juna

SKV/ Juna

SKV/ Juna

SKV/ Juna

SKV/ Juna
2005 May

2005 Aug
2000 Jun

2004 Jun
2002 Feb

(internal)
2003 Jan

2004 Oct

2005 Jul
(LQA) -

(LQA) -

(LQA) -

(LQA) -

(LQA) -
DRINKS SERVICE

SKV
STANDARDS - SERVICE:

1 Was guest acknowledged within 1 minute of arrival? x

2 Did employee greet guest in a pleasant and friendly manner?

3 Was the drinks order taken within 3 minutes of seating? x

4 Did the employee show good product knowledge when taking the order? x

5 Did waiter take orders with ladies first?

6 Did the waiter ask if guest would like ice in his drink (if applicable)? x x

7 Did waiter maintain eye contact during order taking?

Did waiter ascertain if guest was eating within the hotel and offer menus
8 (if applicable)? x x x x x

9 Were the drinks served within 5 minutes of order? x x

### Were all drinks served from a tray? x

If wine by the glass is ordered, did the waiter present the bottle to the guest
### and pour directly from the bottle? x

### Did waiter handle glass from stem or base at all times?

### Did waiter supply and place drinks on coaster?

### Was the drinks order correct?

Was the beverage poured in front of the guest in the case of canned,
### bottled or mixed drinks (i.e. not prepoured)?

### Were the drinks served in the correct glassware?

### Were glasses clean, polished and free of any cracks or chips?

Quality Department - 04Aug'05 Page 60

 DRINKS SERVICE

### Were garnishes fresh and appropriate?

### Was the drink appropriately chilled (if applicable)?

### In the case of a mixed drink, was a stir stick provided? x

### Did waiter automatically offer snacks?

### Was the snack bowl/plate full?

### Did waiter supply serviettes with the snacks/drinks? x x x x

### Were the snacks fresh?

### In the case of shelled nuts or olives, was a pit bowl provided? x

### Were vacated tables promptly cleared?

### Were all drinks cleared using a tray?

Did waiter offer an additional drink within 2 minutes of glass being
### empty? x x

### Was a barman or waiter visible at all times? x

### Did waiter replace ashtray after each cigarette was extinguished? x

### Upon leaving the bar was the guest thanked/acknowledged?

ACCOUNTING - BILL PRESENTATION:

### Was the bill provided within three minutes of request?

### Was the bill presented in a clean bill fold/tray with hotel pen? x x x

### Was the bill clearly itemized and correct?

### Did waiter collect payment promptly? x

### Did the waiter return correct change?

Quality Department - 04Aug'05 Page 61

 DRINKS SERVICE

If cash payment, was receipt automatically offered (i.e. bill displays

### settlement by cash)? x
EMPLOYEE:

### Did employees appear organized and work as a team? x

### Was the employee dressed in a clean, pressed and complete uniform?

### Were employee's shoes of a corporate standard?

### Did the employee wear a name badge (if applicable)?

### Was the employee well groomed?

### Did the employee maintain eye contact with the guest? x x

### Did the employee smile and exhibit a friendly manner?

Did the employee have a good working knowledge of the English
### language?
Did employee respect guest's presence when interacting with other
### colleagues?

### Was employee attentive to the guest's needs at all times? x x

PRODUCT - PHYSICAL CONDITION OF BAR/LOUNGE:

### Were tables in the bar consistently laid?

### Were the carpet/tiles clean and free of any stains or debris?

### Were all light fixtures fully illuminated?

### Were all walls clean and free of any chips, scuffs or marks?

### Were all mirrors polished and free of any smudges?

### Were all windows clean and free of any streaks or spots? x x

### Were all plant and floral decorations fresh?

### Were ample ashtrays available?

Quality Department - 04Aug'05 Page 62

 DRINKS SERVICE

### If a bar list was provided, was it clean and in good repair?

### Was the table steady?

Were the table/chair legs free of any scuffs/scratches and matching in
### colour?

### Was the chair's upholstery clean, matching and in good repair?

### Was the bar counter clean, dry and free of any debris?
Were all brand bottles prominently displayed, free of any dust with labels
### facing forward?

### Was the lounge/bar at an ambient/comfortable temperature?

### Was appropriate music played at a pleasant level?

Score: 100.0% 95.8% 96.1% 84.1% 92.5% 94.2% 93.3%

Quality Department - 04Aug'05 Page 63

 IN ROOM DINING

2005 May

2005 Aug
2000 Jun

2004 Jun
2002 Feb

(internal)

(internal)
2003 Jan

2004 Oct

2005 Jul
IN ROOM DINING - Breakfast

(LQA)

(LQA)

(LQA)

(LQA)

(LQA)

(LQA)
STANDARDS - ORDER TAKING:

1 Was the telephone answered within 3 rings or 10 seconds?

Did the employee answer the phone with the appropriate greeting (good
2 morning/afternoon) and identify the department?

3 If caller was put on hold did it not exceed 30 seconds?

Did the employee ascertain the guest's name, and use it at least once
4 during the conversation?
Did the employee have a good working knowledge of the English
5 language?

6 Was the background free of any noise or any disturbances?

7 Did the employee speak in a clear and pleasant manner?

8 Was the employee able to answer any questions with regards to the menu?
Did the employee obtain a full and complete order (i.e. cooking
9 instructions, bread preference etc.)?

### Did the employee accommodate any off menu requests?

If dessert ordered, did the employee offer the guest the option of serving it
### upon completion of the main course?

### Did the employee repeat the order either during or at the end of the call?

### Did the employee advise delivery time?

### Did the employee thank the guest?

SALES:

### Did order taker suggest starter?

### Did order taker suggest side orders (if applicable)?

Quality Department - 04Aug'05 Page 64

 IN ROOM DINING

### Did order taker automatically offer drinks with the meal?

### Did order taker have good product knowledge with regards to wine?

### Did order taker suggest dessert with the meal?

### Did the order taker suggest coffee/tea with the meal?
STANDARDS - THE SERVICE:

### Was the order served in the standard times:-

Breakfast order card - within 5 minutes of requested time x

Breakfast - 25 minutes

Snack - 25 minutes

Lunch/Dinner - 30 minutes
Did the employee either ring the bell or knock lightly on the door (i.e. not
### automatically let himself into the room)?

### Did the employee greet the guest in a polite and friendly manner?

### Did the employee use the guest's name at least once during the interaction? x x

### If a newspaper was on the door did the employee bring it in with the tray?
Did the employee ask where the guest would like the tray/trolley to be
### placed?

### In the case of a trolley did the employee open leaves and secure?

### Did the employee set the table?

### Did the employee position the chairs accordingly?

Did the employee offer to remove hot food from the cabinet and if so was
### the flame extinguished?

### Did employee remove cloches?

### Did the employee advise guest that the plate was hot (if required)?

Quality Department - 04Aug'05 Page 65

 IN ROOM DINING

### Did the employee offer to pour the beverages? x x x x x

Did the employee explain the various condiments with the meal (if
### unidentifiable)? x
In the case of a breakfast order, did the employee offer to open the
### curtains? x

### Was the order correct and complete?

Did the employee inform the guest of tray/trolley collection procedures
### (not applicable if trolley removal card present)? x

### Did the employee thank the guest?

ACCOUNTING - BILL PRESENTATION:

### Was the bill presented in a clean bill fold/tray with hotel pen?

### Was the bill clearly itemized and correct?

### Did the employee ask the guest for a signature?

THE EMPLOYEE:

### Was the employee dressed in a clean, pressed and complete uniform?

### Were employee's shoes of a corporate standard?

### Did the employee wear a name badge (if applicable)?

### Was the employee well groomed?

### Did the employee maintain eye contact with the guest?

### Did the employee smile and exhibit a friendly manner?

Did the employee have a good working knowledge of the English
### language?

### Was employee attentive to the guest's needs at all times? x

PRODUCT - MENU AND FOOD:

### Was the room service menu clean and in good repair?

### Were two vegetarian options available?

Quality Department - 04Aug'05 Page 66

 IN ROOM DINING

### Was the food presented in an appealing manner?

### Did the food directly resemble its description from the menu?

### Was the food fresh and of good flavour? x

### Was food served at the correct temperature? x

### Was the texture and colour of the food acceptable? x

### Were portions of acceptable size?

### Was the food cooked as requested?

### Was coffee/tea hot and fresh?

### Was milk/cream offered with the coffee/tea?

### Were juices freshly squeezed?

### Did fresh rolls/bread accompany the meal (if applicable)?

PRODUCT - TRAY/TROLLEY LAYOUT:

### Was the room service tray/trolley clean and in good repair?

### Was the tray/trolley cover clean, pressed and free of any stains/tears?
Was correct cutlery used for its intended purpose and was it clean and
### matching in pattern? x

### Was silver cutlery used?

Was crockery/silverware used for its intended purpose and was it clean,
### free of chips and matching in pattern? x

### Was the glassware clean, unchipped and matching in pattern?

### Were all the drinks covered with stancaps? x

### Did a vase and fresh flower accompany the meal?

### Was a cloche used to cover hot food?

Quality Department - 04Aug'05 Page 67

 IN ROOM DINING

### Was the cloche clean, polished and in good repair?

### Did a full dish of butter accompany the food order?

### Was the butter rolled/cut, fresh and well presented?

Were condiments served with the meal and decanted into the appropriate
### dishes or in miniature form?
Was the napkin clean, pressed and free of any stains/tears (paper serviettes
### are not acceptable)?
Were the salt and pepper cruets provided and if so were they clean and
### full?

### Were all the drinks appropriately garnished?

### Was all the food free of any plastic/paper/foil wrapping?

### Did the sugar selection include sweetener, white and/or brown as required?

### In the case of sugar cubes were sugar tongs/spoons present?

In the case of breakfast was there a minimum of three different preserves
### available (honey is acceptable)?

Score: 93.2% 96.2% 96.3% 89.1% 94.5% 98.0% N/A

Quality Department - 04Aug'05 Page 68

 IN ROOM DINING (2)

2005 May

2005 Aug
2000 Jun

2004 Jun
2002 Feb

(internal)

(internal)
2003 Jan

2004 Oct

2005 Jul
IN ROOM DINING - Lunch/Dinner

(LQA)

(LQA)

(LQA)

(LQA)

(LQA)

(LQA)
STANDARDS - ORDER TAKING:

1 Was the telephone answered within 3 rings or 10 seconds?

Did the employee answer the phone with the appropriate greeting (good
2 morning/afternoon) and identify the department?

3 If caller was put on hold did it not exceed 30 seconds?

Did the employee ascertain the guest's name, and use it at least once
4 during the conversation? x x x x
Did the employee have a good working knowledge of the English
5 language?

6 Was the background free of any noise or any disturbances? x

7 Did the employee speak in a clear and pleasant manner?

8 Was the employee able to answer any questions with regards to the menu?
Did the employee obtain a full and complete order (i.e. cooking
9 instructions, bread preference etc.)?

### Did the employee accommodate any off menu requests?

If dessert ordered, did the employee offer the guest the option of serving it
### upon completion of the main course? x x x x

### Did the employee repeat the order either during or at the end of the call? x

### Did the employee advise delivery time? x

### Did the employee thank the guest?

SALES:

### Did order taker suggest starter? x x x

### Did order taker suggest side orders (if applicable)? x

Quality Department - 04Aug'05 Page 69

 IN ROOM DINING (2)

### Did order taker automatically offer drinks with the meal? x x x

### Did order taker have good product knowledge with regards to wine? x

### Did order taker suggest dessert with the meal? x x x x x

### Did the order taker suggest coffee/tea with the meal? x x x x x x
STANDARDS - THE SERVICE:

### Was the order served in the standard times:-

Breakfast order card - within 5 minutes of requested time

Breakfast - 25 minutes

Snack - 25 minutes

Lunch/Dinner - 30 minutes x x x
Did the employee either ring the bell or knock lightly on the door (i.e. not
### automatically let himself into the room)?

### Did the employee greet the guest in a polite and friendly manner?

### Did the employee use the guest's name at least once during the interaction? x x x x

### If a newspaper was on the door did the employee bring it in with the tray?
Did the employee ask where the guest would like the tray/trolley to be
### placed?

### In the case of a trolley did the employee open leaves and secure?

### Did the employee set the table?

### Did the employee position the chairs accordingly?

Did the employee offer to remove hot food from the cabinet and if so was
### the flame extinguished?

### Did employee remove cloches? x

### Did the employee advise guest that the plate was hot (if required)?

Quality Department - 04Aug'05 Page 70

 IN ROOM DINING (2)

### Did the employee offer to pour the beverages? x x

Did the employee explain the various condiments with the meal (if
### unidentifiable)? x
In the case of a breakfast order, did the employee offer to open the
### curtains?

### Was the order correct and complete?

Did the employee inform the guest of tray/trolley collection procedures
### (not applicable if trolley removal card present)? x

### Did the employee thank the guest?

ACCOUNTING - BILL PRESENTATION:

### Was the bill presented in a clean bill fold/tray with hotel pen?

### Was the bill clearly itemized and correct?

### Did the employee ask the guest for a signature?

THE EMPLOYEE:

### Was the employee dressed in a clean, pressed and complete uniform?

### Were employee's shoes of a corporate standard?

### Did the employee wear a name badge (if applicable)?

### Was the employee well groomed?

### Did the employee maintain eye contact with the guest?

### Did the employee smile and exhibit a friendly manner?

Did the employee have a good working knowledge of the English
### language?

### Was employee attentive to the guest's needs at all times?

PRODUCT - MENU AND FOOD:

### Was the room service menu clean and in good repair?

### Were two vegetarian options available?

Quality Department - 04Aug'05 Page 71

 IN ROOM DINING (2)

### Was the food presented in an appealing manner?

### Did the food directly resemble its description from the menu?

### Was the food fresh and of good flavour?

### Was food served at the correct temperature? x x

### Was the texture and colour of the food acceptable?

### Were portions of acceptable size?

### Was the food cooked as requested?

### Was coffee/tea hot and fresh?

### Was milk/cream offered with the coffee/tea?

### Were juices freshly squeezed?

### Did fresh rolls/bread accompany the meal (if applicable)?

PRODUCT - TRAY/TROLLEY LAYOUT:

### Was the room service tray/trolley clean and in good repair?

### Was the tray/trolley cover clean, pressed and free of any stains/tears?
Was correct cutlery used for its intended purpose and was it clean and
### matching in pattern? x

### Was silver cutlery used?

Was crockery/silverware used for its intended purpose and was it clean,
### free of chips and matching in pattern?

### Was the glassware clean, unchipped and matching in pattern?

### Were all the drinks covered with stancaps?

### Did a vase and fresh flower accompany the meal? x

### Was a cloche used to cover hot food?

Quality Department - 04Aug'05 Page 72

 IN ROOM DINING (2)

### Was the cloche clean, polished and in good repair?

### Did a full dish of butter accompany the food order?

### Was the butter rolled/cut, fresh and well presented?

Were condiments served with the meal and decanted into the appropriate
### dishes or in miniature form?
Was the napkin clean, pressed and free of any stains/tears (paper serviettes
### are not acceptable)?
Were the salt and pepper cruets provided and if so were they clean and
### full?

### Were all the drinks appropriately garnished?

### Was all the food free of any plastic/paper/foil wrapping?

### Did the sugar selection include sweetener, white and/or brown as required?

### In the case of sugar cubes were sugar tongs/spoons present?

In the case of breakfast was there a minimum of three different preserves
### available (honey is acceptable)?

Score: 85.7% 85.5% 97.1% 87.1% 84.4% 89.4% N/A

Quality Department - 04Aug'05 Page 73

 IN ROOM BAR

2005 May

2005 Aug
2000 Jun

2004 Jun
2002 Feb

(internal)

(internal)
2003 Jan

2004 Oct

2005 Jul
IN ROOM BAR

(LQA)

(LQA)

(LQA)

(LQA)

(LQA)

(LQA)
STANDARDS - ORDER OF SERVICE:

1 Was the in room bar checked daily? x x

If employee was observed, was he/she wearing a complete uniform and
2 well presented?

3 Was the employee pleasant and professional in manner?

4 Were all used mini bar items replaced? x x

5 Were all dirty glasses replaced with clean glasses?

6 Was the ice bucket/tray filled daily (if applicable)? x

PRODUCT:

7 Was in room bar cabinet clean and dust free?

8 Was mini bar fridge steady?

9 Was mini bar fridge easily accessible?

### Was the mini bar fridge clean and free of any odour?

### Was the mini bar fridge in good working order?

### Was the mini bar fridge free of any ice build up?

### Did the in room bar contain a good selection of drinks?

### Was there a minimum of 2 bottles of mineral water available?

### Were food items available? x x x

Was an in room bar price list available (i.e. either a printed list or in the
### directory of services)? x

Quality Department - 04Aug'05 Page 74

 IN ROOM BAR

### Did the in room bar beverages/food items correspond to the printed list? x x

### Were fridge contents neatly arranged with all labels facing outwards?

### Were all canned drinks free of any rust?

### Did all stock not exceed expiry date?

### Were two of each type of glass corresponding to drinks offered? x

### Was all glassware clean, polished, unchipped and matching?

### Was glassware placed on coasters/liner? x x x

### Were there both a corkscrew and bottle opener available (if needed)?

### Were there stir sticks and coasters available? x x x x x

### Were linen/paper serviettes available? x x x

### Was an ice bucket and tongs available?

Score: 73.9% 92.3% 84.6% 85.2% 76.0% 96.3% 100.0%

Quality Department - 04Aug'05 Page 75

 MINIMUM STANDARDS

2005 May

2005 Aug
2000 Jun

2004 Jun
2002 Feb

(internal)

(internal)
2003 Jan

2004 Oct

2005 Jul
LHW MINIMUM STANDARDS

(LQA)

(LQA)

(LQA)

(LQA)

(LQA)

(LQA)
STANDARDS :

1 Was a restaurant available seven days a week (LHW & LSH)?

2 Was a bar available seven days a week (LHW & LSH)?

Was 24 hour room service advertised as being available (hot and cold food
3 at all times) LHW?
Was 24 hour room service advertised as being available (cold food is
4 acceptable for after hours ) LSH?

5 Was a twice daily maid service offered (LHW & LSH)?

Was a rooming of the guest service offered either by the receptionist or
6 porter (LHW & LSH)?

Was same day dry cleaning and laundry services advertised as being
available (5 days a week for dry cleaning and 6 days a week for laundry)
7 unless dry cleaning facilities were not available at the destination?

8 Was pressing available seven days a week (LHW & LSH)?

Did staff have a good working knowledge of English as well as the local
9 language (LHW & LSH)?

### Was a doorman service available from 07h00 - 23h00 daily (LHW only)?

### Was a twenty four hour porterage service available (LHW & LSH)?
Was a concierge/guest services available from 07h00 - 23h00 daily (LHW
### & LSH)?

### Was the front desk manned twenty fours hours a day (LHW & LSH)?

### Was there access to fitness facilities within the hotel (LHW)?

Score: N/A N/A N/A 100.0% 100.0% 100.0% 100.0%

Quality Department - 04Aug'05 Page 76

 ROOM PRODUCT

2005 May

2005 Aug
2000 Jun

2004 Jun
2002 Feb

(internal)

(internal)
2003 Jan

2004 Oct

2005 Jul
ROOM - PRODUCT

(LQA)

(LQA)

(LQA)

(LQA)

(LQA)

(LQA)
STANDARDS - PRODUCT ROOM:

1 Was the décor of a high standard?

2 Was the room adequately sound proofed?

Was the room large enough to comfortably accommodate a room service
3 trolley and two chairs?

4 Was room layout functional?

5 Did room provide an occasional table and seating?

6 Was flooring in good repair and not worn in appearance?

Were rooms air conditioned with an adjustable climate control panel and if
7 so was it quiet and in good working order?

8 Was all bed linen of good quality (i.e. minimum 100% cotton or linen)?
Were all fabrics (curtains, upholstery, bedspread) fresh in appearance and
9 in good repair? x

### Was all furniture well maintained and of a high quality?

### Was all paintwork/wallpaper in good repair and fresh in appearance?

### Was ample lighting provided (i.e. at desk, bed, sitting area and bathroom)?

### Was there ample hanging (i.e. for dresses) and drawer space available?
Was the desk/workspace conducive to business needs (i.e. easily
### accessible spare power points/modem access)?
BATHROOM:

### Was all plumbing in good working order? x x

### Was a bathtub available (i.e. shower only not acceptable)?

Quality Department - 04Aug'05 Page 77

 ROOM PRODUCT

Were all wall and ceiling surfaces (tiles, grouting, wallpaper or paint
### work) clean, in good repair and free of cracks?

### Was bathroom layout functional with adequate space?

Score: 100.0% 100.0% 94.4% 100.0% 94.4% 94.4% 100.0%

Quality Department - 04Aug'05 Page 78

 ROOM FACILITIES

2005 May

2005 Aug
2000 Jun

2004 Jun
2002 Feb

(internal)

(internal)
2003 Jan

2004 Oct

2005 Jul
ROOM - FACILITIES/AMENITIES

(LQA)

(LQA)

(LQA)

(LQA)

(LQA)

(LQA)
STANDARDS - PRODUCT ROOM:
Were two chairs available (in the case of double occupancy) that were of
1 the appropriate height for a room service trolley?

2 Were beds and bedframes in good condition?

Was single bed a minimum of 1 metre in width and a double bed a
3 minimum of 1.8 metres in width?

4 Did curtains offer a complete blackout when closed?

5 Was individually controlled lighting available from the bed?

6 Was the door lock in good condition with a deadbolt or safety chain? x x
Was a comprehensive guest services directory provided, and was it up to
7 date (i.e. reflect the services offered)?
Was guest directory of services of a high standard (i.e. printed and not
8 photocopied) and in good condition?

9 Was directory printed in English as well as the local language? x

### Was a range of good quality stationery provided?

### Did wardrobes have internal lighting?

### Was a tie rack available (city hotels only)?

Were matching good quality hangers provided (i.e. wooden and not anti-
### theft)?

### Did hangers consist of suit, padded and clip hangers? x

### Was a shoehorn present within the room (city hotels only)?

### Was a full length mirror present within the room?

### Was there spare electrical points near a mirror?

Quality Department - 04Aug'05 Page 79

 ROOM FACILITIES

### Was there an in-room bar?

Was an in room safe provided and was it in good working order/available
### for immediate use (i.e. not locked without a key)?

### Was there a telephone on the desk and beside the bed?

### Were all telephones in good working order with speed dial access?
Was printed information on telephone operation present next to the
### telephone (unless clearly indicated on the telephone)?
Were voice mail facilities and message waiting options available on the
### telephone?

### Was an extra telephone line available (city hotels only)?

Was a wake up facility available via an alarm clock or via the
### television/telephone? x x

### Was television/remote control in good condition/working order?

### Were multilingual channels available?

If entertainment system available (i.e. CD or Video player) was it in good
### working order?

### In the case of balcony furniture was it of good quality?

BATHROOM:

### Was the bathroom well ventilated?

### Was there an overhead shower present within the bath?

Were hot and cold indices clearly marked on sink/bath and shower
### controls?

### Was a grabrail present?

### Was the shower door/curtain effective and in good repair?

### Was a shaving/make up mirror provided?

Was hair dryer available, and if so was it in good working order and of
### good quality (i.e. not tube type) ?

### Was a telephone present in the bathroom?

Quality Department - 04Aug'05 Page 80
 ROOM FACILITIES

### Was a bathrobe available for each guest staying in the room?

### Were slippers available for each guest?

Were there a minimum of two good quality bath, hand towels and facial
### wash cloths available per room (single occupancy)?
Was a full range of amenities available (minimum of shampoo, bath gel,
### body lotion, body & hand soaps, cotton pads & buds)? x x

Score: N/A N/A 97.4% 87.2% 95.0% 100.0% 100.0%

Quality Department - 04Aug'05 Page 81

 PUBLIC AREAS PRODUCT

2005 May

2005 Aug
2000 Jun

2004 Jun
2002 Feb

(internal)

(internal)
2003 Jan

2004 Oct

2005 Jul
PUBLIC AREAS - PRODUCT

(LQA)

(LQA)

(LQA)

(LQA)

(LQA)

(LQA)
EXTERIOR/GROUNDS :
Was the hotel located in a favourable position (i.e. city centre, beachfront,
1 lake view etc.)?
Was the exterior of the hotel clean and well maintained (i.e. paint work,
2 bricks, woodwork, canopies etc.)?

3 Were all of the grounds well kept (if applicable)?

LOBBY:

4 Was hotel lobby well laid out and attractive in design?

5 Was there a sitting area in the lobby?

6 Was the décor fresh in appearance and of a high standard?

7 Was all flooring in good repair and not worn in appearance?

8 Was all furniture well maintained and of a high standard?

GUEST ROOM CORRIDORS:

9 Was all flooring in good repair and not worn in appearance?

### Was the décor fresh in appearance and of a high standard?

Were corridors appropriately lit (i.e. bright in appearance) with any burnt out
### light bulbs promptly replaced?
RESTROOMS:

### Were restrooms well maintained and adequately ventilated?

### Was the décor of a high standard?

ELEVATORS:

### Were elevators attractive in their presentation?

Were all elevators well maintained (i.e. flooring, walls, lighting) and in good
### working order?

Quality Department - 04Aug'05 Page 82

 PUBLIC AREAS PRODUCT

Score: 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0%

Quality Department - 04Aug'05 Page 83

 PUBLIC AREAS GENERAL

2005 May

2005 Aug
2000 Jun

2004 Jun
2002 Feb

(internal)

(internal)
2003 Jan

2004 Oct

2005 Jul
PUBLIC AREAS - GENERAL

(LQA)

(LQA)

(LQA)

(LQA)

(LQA)

(LQA)
EXTERIOR/GROUNDS :
Was driveway easily accessible with either parking or a valet system
1 present)?

2 Was disabled access present (i.e. ramps)?

Were all exterior floral displays/planters fresh and attractive in appearance
3 (if applicable)?

4 Were all flags not frayed or dirty (i.e. if applicable)?

5 Was all hotel signage in good repair?

LOBBY:

6 Was reception desk clean and uncluttered?

7 Were shops/showcases kept clean and well maintained?

8 Were pads/pencils next to the house telephones?

9 Were attractive fresh floral decorations present?

### Was all lighting in good working order?

GUEST ROOM CORRIDORS:

### Were all corridors wide and spacious?

### Was all paint/wood/wallpaper work free of scuffs?

### Was all furniture well maintained and its upholstery free of stains?

### Were surfaces/mirrors dust free/smear free (tabletops, pictures etc.)?

### Were curtains and windows clean and well maintained?

### Was a house telephone present on the floors?

Quality Department - 04Aug'05 Page 84

 PUBLIC AREAS GENERAL

### Was all hotel signage adequate, clean and in good repair?

### Were all fire exits and accessories clearly marked?

### Were corridors and stairwell clean and free of obstruction?

RESTROOMS:

### Was sufficient lighting available?

### Was all wall paper/tiles/paintwork free of any holes/chips/scuffs?

### Were toilets, urinals and sinks clean and in good working order/repair?

### Were cubicles clean, in good repair with coat hooks present?

### Was a liquid soap dispenser available?

### Were sufficient good quality hand towels available?

Score: N/A N/A 100.0% 100.0% 100.0% 100.0% 100.0%

Quality Department - 04Aug'05 Page 85

 BACK OF HOUSE

2005 May

2005 Aug
2000 Jun

2004 Jun
2002 Feb

(internal)

(internal)
2003 Jan

2004 Oct

2005 Jul
PRODUCT: BACK OF HOUSE

(LQA)

(LQA)

(LQA)

(LQA)

(LQA)

(LQA)
2 Were all kitchen areas clean and well maintained?

3 Were all kitchen staff wearing clean and complete uniforms?

4 Were safety/hygiene notices clearly visible?

5 Did all kitchen equipment appear to be in good working order?

6 Were all refrigeration/cooling devices in good working order?

7 Was the inside of the fridge clean and free of odour?

8 Were fridge contents neatly stored?

9 Were all food items appropriately covered?

### Were kitchen areas properly ventilated

### Were ample hand basins and anti bacterial soaps available?
Was there an adequately stocked first aid box available in the kitchen area
### and was it easily accessible (i.e. not locked)? x

### Were back of house areas (laundry, maintenance etc.) kept tidy?

### Were all back of house walls clean and well maintained?

### Was all flooring clean and in good repair?

### Were back of house areas adequately lit?

### Were all back of house areas free of obstruction?

### Were staff changing rooms clean and well maintained?

### Were staff sinks, showers and toilets in good working order?

Quality Department - 04Aug'05 Page 86

 BACK OF HOUSE

### Were lockers clean and well maintained?

### Were staff change rooms adequately ventilated?

### Was the staff canteen clean and well maintained?

Score: 100.0% 100.0% 100.0% 95.5% 100.0% 100.0% 100.0%

Quality Department - 04Aug'05 Page 87

 BRANDING STANDARDS

2005 May

2005 Aug
2000 Jun

2004 Jun
2002 Feb

(internal)

(internal)
2003 Jan

2004 Oct

2005 Jul
LHW BRANDING STANDARDS

(LQA)

(LQA)

(LQA)

(LQA)

(LQA)

(LQA)
BRANDING STANDARDS (APPLICABLE TO LHW & LSH MEMBERS ONLY) :
Was the Leading Hotels of the World bronze plaque present in a
1 prominent position?
Was the Leading Hotels of the World logo present on the hotel's web
2 page?
Was there a current Leading Hotels of the World membership roster
3 present in a prominent position?

4 Was there a Leading Hotels of the World directory in guest rooms? x

5 Did descriptions in directory correspond to services offered?

Was Leading Hotels of the World directory available at the concierge desk
6 on request?

7 Was LHW logo present on hotel letterhead/brochures? x x x x

Score: N/A 95.0% 100.0% N/A 71.4% 85.7% 83.3%

Quality Department - 04Aug'05 Page 88

 SPA MINIMUM STANDARDS

2005 May

2005 Aug
2000 Jun

2004 Jun
2002 Feb

(internal)

(internal)
2003 Jan

2004 Oct

2005 Jul
SPA MINIMUM STANDARDS

(LQA)

(LQA)

(LQA)

(LQA)

(LQA)

(LQA)
STANDARDS:

1 Were the spa facilities open seven days a week?

2 Was there a staffed reception area?

3 Was the spa well laid out, functional and fluid in design?
Were there separate male and female changing rooms (both wet and dry
4 areas) unless all treatment rooms were spa suites?
Were lockers/closets, grooming stations and seating present in the
5 changing rooms/spa suites?

6 Were there private showers in the changing rooms/spa suites?

Were towels, bathrobes and slippers automatically provided (either at
7 reception or provided within the lockers/closets)?
Were amenities provided at the sink/grooming station and within the
8 shower (i.e. soap, shampoo, body)?
Were there separate male and female heat experiences (minimum of two -
9 steam, sauna, Laconium, whirlpool, other)?
Were there separate male and female cold experiences (minimum of one -
### cool dip, sold shower, ice, other)?

### Was there a relaxation lounge available?

### Minimum number of treatment rooms required:

Less than 50 bedrooms - 3 treatment rooms, 1 of which must be
multifunctional?
50-99 bedrooms - 6 treatment rooms, 2 of which must be
multifunctional?
100 or more bedrooms - 8 treatment rooms, 3 of which must be
multifunctional?

### Did the multifunctional rooms contain a shower, sink and closet/storage? x
Was there a designated manicure/pericure area within the spa, which
### offered elevated seating?

Quality Department - 04Aug'05 Page 89

 SPA MINIMUM STANDARDS

Was a range of treatments available to include body, massage, facial and

### nail care treatments?

### Did the spa appeal to each of the five senses?

Were fitness facilities available and did they include a minimum of 4x
cardiovascular machines, 4x resistance machines and a selection of free
### weights?

### Did the fitness facilities have a stretch area with mats?

### Were restrooms within close proximity of the fitness facilities?

Were healthy eating options available and actively promoted on the
breakfast, lunch and dinner menus (restaurants and in room dining
### menus)?

Score: N/A N/A N/A N/A N/A 95.0% N/A

Quality Department - 04Aug'05 Page 90

 SPA OPERATIONS

2005 May

2005 Aug
2000 Jun

2004 Jun
2002 Feb

(internal)

(internal)
2003 Jan

2004 Oct

2005 Jul
SPA OPERATIONS

(LQA)

(LQA)

(LQA)

(LQA)

(LQA)

(LQA)
STANDARDS:

1 Were the following minimum operating hours in place:

Urban Spas - 08h00 - 20h00

Resort Spas - 09h00 - 19h00

2 Did the spa have a director/manager position?

3 Were there appropriate offices for administration and scheduling?

4 Was a prep room available and if so was it clean and uncluttered?

5 Was a sterilization machine present within the spa (electric or liquid)?

6 Was a staff break room located in the spa? x

7 Did the spa have designated personnel?

8 Were spa personnel training records available on request?

9 Was a spa standard operating procedure manual available on request?

Was the spa advertised on the hotel website and was its description
### consistent with what was actually offered?

### Was the spa promoted at the time of the accommodation reservation? x

### Was the spa promoted at the time of the check in?
Was there a telephone speed dial access button to the spa available on the
### bedroom telephone?

### Was spa collateral available within the bedrooms?

Was spa etiquette/helpful hints/ frequently asked questions mentioned
### within spa collateral? x

Quality Department - 04Aug'05 Page 91

 SPA OPERATIONS

Were flexible spa treatment packages promoted within the collateral (i.e.
### booking time as opposed to specific treatments)?
Did the access from the rooms to the spa avoid public areas (unless the spa
### is self contained within the grounds of the hotel)?

### Was food service advertised as available within the spa area?
Was a printed menu available specific to the spa (i.e. room service menu
### would not be acceptable)?

### Where spa suites are present was room service available?

Score: N/A N/A N/A N/A N/A 84.2% N/A

Quality Department - 04Aug'05 Page 92

 SPA PRODUCT

2005 May

2005 Aug
2000 Jun

2004 Jun
2002 Feb

(internal)

(internal)
2003 Jan

2004 Oct

2005 Jul
SPA PRODUCT

(LQA)

(LQA)

(LQA)

(LQA)

(LQA)

(LQA)
RECEPTION AREA:

1 Was the reception area/spa entrance clearly identifiable

2 Was all flooring clean and in good repair?

3 Was all wall paintwork/wallpaper/tiling clean and in good repair?

4 Was all lighting in good working order?

5 Was there a small seating area within the reception area?

Was a selection of current reading material available in the reception area
6 (i.e. magazines, newspapers, books, etc.)?

7 Was spa collateral of good quality and neatly displayed?

8 Were all retail items clean and neatly displayed?

9 Were fruit/beverages available?

### Was the reception adesk and area behind the desk tidy and uncluttered?

### Was the reception environment calm, serene and unrushed?

### Did the reception area have a pleasant aroma?

Was there a soothing sound within the reception area (i.e. water feature,
### white noice, relaxing music)?
CHANGING ROOMS:

### Was the décor fresh in appearance and of a high standard?

### Was all flooring clean and in good repair?

### Was all wall paintwork/wallpaper/tiling clean and in good repair?

### Was all lighting in good working order and was the area sufficiently lit?
Quality Department - 04Aug'05 Page 93
 SPA PRODUCT

### Was the locker/changing room fresh in odour and well ventilated?

### Was there seating area present (i.e. benches, vanity stools, etc.)?
Were full lockers (with locks) available and were they clean and in good
### repair?
Did the lockers have a minimum of two hangers and a partition for the
### shoes? x

### Were good quality towels readily available?

### Was there a towel depository and if so was it lidded and not overflowing?

### Were private changing rooms available in the ladies changing room?

### Was complimentary water available?

### Were scales present in the locker/changing rooms?

### Was there some form of separation between the wet and dry areas?
SINKS:-

### Were the sinks clean and in good working order?

Were there grooming stations available with hairdryers provided (either at
### sinks or within the changing rooms)?

### Was there liquid soap and body/hand lotion provided at the sinks? x
Were deodorant, shaving equipment and hair products available on
### request?
LAVATORIES:-

### Were all lavatories clean and in good working order?

### Was sufficient toilet rolls provided?

### Were sanitary bags available in the ladies changing room?

SHOWERS:-
Were there walk in showers with a closable door, which offered a dry
### seating area and towel/bathrobe hook? x

### Were showers in good working order in terms of pressure and drainage?

Quality Department - 04Aug'05 Page 94

 SPA PRODUCT

### Was all tiling and grouting clean and in good repair?
Did shower contain shampoo, conditioner and shower gel (all three
### required)?

Heat & Cold experiences: Steam, Sauna, Whirlpool, Laconium, Cool Dip, Ice Grotto, Cold Shower, etc. :-
Were safety instructions clearly stated in English as well as local language
### or in picture form for heat and cold experiences? x
Was the dress code for heat and cold experiences clearly stated in the case
### of mixed facilities? x
Were all heat and cold experience clean, well maintained and in good
### working order?

### Were clocks visible from the heat experiences? x

### Was a thermometer and egg timer present in the sauna?

Did the sauna contain at least two levels and was it of adequate space to
### comfortably lie down?

### Were towels and a towel drop available in the heat/cold experience area?

### Were showers available in the heat/cold experience area?

### Was drinking water available in the heat/cold experience area?

### Was a chair available in the heat/cold experience area? x

### Were towel/bathrobe hooks available in the heat/cold experience area?

RELAXATION ROOM:

### Was the décor fresh in appearance and of a high standard

### Was all flooring clean and in good repair?

### Was all wall paintwork/wallpaper/tiling clean and in good repair?

Was clean, comfortable, adjustable furniture available within the
### relaxation room? x

### Was individual lighting and headphones provided at each chair? x

### Was the relaxation room tidy and uncluttered?

Quality Department - 04Aug'05 Page 95
 SPA PRODUCT

Was a selection fo health drinks (i.e. fruit juices, herbal teas, water) and
### fruit and/or snacks available?
Was a selection of current reading material available (i.e. magazines,
### newspapers, books, etc)?

### Did the relaxation room have a pleasant aroma?

TREATMENT ROOM:

### Was the décor fresh in appearance and of a high standard

### Was all flooring clean and in good repair?

### Was all wall paintwork/wallpaper/tiling clean and in good repair?

### Were all light fixtures working and was the lighting adjustable?

### Were the treatment rooms clean, uncluttered and hygienic in appearance?

### Were the treatment rooms adequately soundproofed from outside noise?

### Was there a sink in the room?

### Was there storage facilities within the room?

### Was there a guest seat within the room?

### Was a coat hook and jewelry box provided within the room? x
Was the treatment room of a pleasant aroma with the room temperature set
### at a comfortable level?

### Did the treatment room have an adjustable thermostat?

### Was a adjustable treatment bed available?

Was the treatment bed laid with clean towels and/or sheets and was it
### comfortable and of an appropriate size (i.e. long and wide enough)?
Was the treatment bed heated via the mattress, blankets/towels or infrared
### heat? x

### Was the face hole/cradle appropriately padded and covered?

WET ROOMS:-
Quality Department - 04Aug'05 Page 96
 SPA PRODUCT

### Did the wet rooms have a non slip flooring? x

### Did the wet rooms have adequate drainage?

### Did the wet rooms have a shower facility?

SPA SUITES:-

### Did the spa suites have a toilet?

### Did the spa suites have a shower?

### Did the spa suites have a changing area/closet?

### Did the spa suites have at least one heat and one cold experience?

### Did the spa suites have a relaxation area?

Did the spa suites have a vanity area with amenities (i.e. liquid soap, body
### lotion and hairdryer)?

### Did the spa suites provide refreshments?

Score: N/A N/A N/A N/A N/A 87.0% N/A

Quality Department - 04Aug'05 Page 97

 FITNESS FACILITIES

2005 May

2005 Aug
2000 Jun

2004 Jun
2002 Feb

(internal)

(internal)
2003 Jan

2004 Oct

2005 Jul
FITNESS FACILITIES

(LQA)

(LQA)

(LQA)

(LQA)

(LQA)

(LQA)
STANDARDS - RECEPTION:
Were the regulations/entrance requirements (i.e. age restrictions) posted
1 prominently?

2 Was there a designated receptionist upon arrival (if applicable)?

3 Was guest greeted in a warm and friendly manner?

4 Was employee wearing a complete uniform and well presented?

Did employee ascertain guest's room number and use his/her name
5 thereafter? x x x x

6 Was guest offered a facility orientation? x

7 Did employee offer a sweat towel (if required)?

8 Did employee offer a locker key (if applicable)?

PRODUCT:
Fitness Studio:-

9 Was the décor fresh and appearance and of a high standard?

### Was flooring clean, clutter free and in good repair?

### Were all walls and ceilings clean and scuff free?

### Was all lighting working?

### Were all mirrors and windows clean and smear free?
Was the fitness studio odour free with the air-conditioning/heating set at a
### comfortable level?
Was fitness studio well laid out and user friendly with clear instructions
### prominently displayed on how to use the machines? x

### Was all equipment clean, well maintained and in good working order?

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 FITNESS FACILITIES

### Was a wall clock clearly visible?

Were televisions present and if so were they in good working order and
### correctly tuned in? x

### Was a channel list available? x

Were individual headsets available for the televisions and if so were they
### in good working order?

### Was complimentary water available?

### Were clean sweat towels available (if not provided at reception)?
Was an emergency telephone available and if so was it placed in a visible
### location and in good working order?
Swimming Pool:-
In case of a resort was a pool available and was it a minimum of 20 metres
### in length?

### Was pool appropriately heated (if required - dependent on climate)?

### Were depth signs present?

### Was pool/tiling clean and the water free from any clouding?

### Were pool steps clean and free of rust?

### Was area around the pool clean and free of any debris? x
Were ample good quality loungers neatly arranged around pool and were
### they clean and matching in pattern?

### Were ample side tables/umbrellas available for outside pools?

In case of an outdoor pool was a shower facility located either by the pool
### or in a nearby changing room?

### Were clean towels available at the pool?

Score: 90.4% 95.1% 98.4% 96.7% 98.4% 90.6% N/A

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 SPA TREATMENT

2005 May

2005 Aug
2000 Jun

2004 Jun
2002 Feb

(internal)

(internal)
2003 Jan

2004 Oct

2005 Jul
SPA TREATMENT

(LQA)

(LQA)

(LQA)

(LQA)

(LQA)

(LQA)
STANDARDS - RESERVATIONS:

1 Was guest greeted in a warm and friendly manner?

Was employee polite, cordial and helpful whilst ascertaining the guest's
2 requirements?

3 Did employee clarify exact treatment required (i.e. type, duration)? x

If asked, was the reception employee knowledgeable about the treatments
4 and spa amenities?

5 Did employee obtain guest's name and room/contact number?

6 Did employee use the guest's name at least once during the conversation? x
Did the employee provide or offer an appointment card for the guest and if
7 so was all information within it correct?
Was the guest advised what time he/she should return for the appointment
8 (i.e. 15 minutes prior to the treatment time)?
Was the guest invited to use the spa facilities before and after the
9 treatment? x

### Was the cancellation policy clearly explained? x

STANDARDS - ARRIVAL:

### Was there a designated receptionist upon arrival?

### Did the employee greet the guest in a warm and friendly manner?
Did the employee confirm the guest's appointment details on arrival (i.e.
### type and length of treatment)?

### Did the employee use the guest's name at least once during interactions? x x
If the guest was asked to take a seat in the waiting room, was a beverage
### offered? x
Was the guest escorted to the changing/locker room and asked if he/she
### would like an orientation (i.e. shown the lockers, wet areas, lounge, etc.)? x

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 SPA TREATMENT

### Was a bathrobe, towel and footwear made available?

Did the employee advise which items of clothing should be removed for
### the treatment booked? x
Did the employee advise the guest of the sequence of events (i.e. where to
### go once changed)? x
THE TREATMENT:

### Was the service provider available on time as per the booking time?
Did the employee introduce himself/herself and welcome the guest by
### name?

### Was the guest escorted to the treatment room?

Did the service provider reconfirm the type of treatment booked and give a
### brief overview of what the treatment consisted of (if necessary)? x
Did the service provider inquire about medical conditions or areas that
require special attention prior to the treatment or provide a client profile
### questionnaire for the guest to fill in? x
Did the service provider ascertain what the guest was looking to get from
### the treatment (i.e. relaxation, stress relief, stimulation etc.)? x
Was a choice of oils, creams and aromas offered (unless oils already
chosen to compliment the massage) with the service provider advising the
### benefits of each one? x
In the case of a facial was an initial assessment of the skin carried out to
### determine the most suitable type of facial?
In the case of a facial was the guest's hair tied back to protect it from the
### products?
In the case of a facial was the service provider knowledgeable about skin
### care and offer advice (if applicable)?
Did the service provider explain which items of clothing to remove (if not
### advised by the receptionist on arrival)? x x
Did the service provider advise if the guest should lie face down or up on
### the treatment bed?

### Was privacy given during disrobing and the treatment?

Did the therapist ensure that the guest was comfortable
### before commencing with the treatment?
Did the service provider confirm that the room temperature was
### comfortable and if not were the appropriate adjustments made? x

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 SPA TREATMENT
Was there evidence of proper sanitation procedures taking place during the
### treatment (i.e. service provider washing their hands)?

With a massage was a bolster or rolled towel placed under the guest's
### ankles while on the front and under the knees while on the back?

### Was an eye pad/ face towel offered when guest turned on their back?

### Was the guest appropriately covered with towels or sheets?

In the case of a massage did the service provider confirm that the pressure
### was comfortable for the guest?
Was guest given a choice of music to be played or given the option of no
### music? x
Were lights dimmed to create a relaxing environment (not applicable when
### natural daylight is available within the room)?

### Was there a pleasant aroma in the treatment room?

If guest initiates conversation, did the service provider engage in
### unobtrusive conversation?

### Was the treatment free of any interruptions? x

Was the treatment free of noise from outside the treatment
### room?

### Did the treatment being and end on time and last for the full duration? x
Upon completion of the treatment, did the service provider ascertain the
### guest's satisfaction?

### Was a beverage offered upon completion of the treatment? x x

Was post treatment advice offered (i.e. to leave a moisturiser on for two
### hours, avoid alcohol, etc.)?

### Did the service provider suggest future treatments or additional services?
Did the service provider invite the guest to use the spa facilities after the
### treatment?
Was the guest escorted back to the lounge, changing/locker room or
### reception area and thanked?

### Did the treatment received reflect what was advertised?

THE EMPLOYEE:

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 SPA TREATMENT

Was the employee dressed in an appropriate outfit or uniform that was

### clean and pressed?

### Was the employee well groomed?

### Did the employee smile and exhibit a friendly manner? x

Did the employee have a good working knowledge of the English
### language?

### Was employee attentive to the guest's needs at all times? x

PAYMENT:

### Was the bill clearly itemized and correspond to the price list? x

Score: N/A 90.0% 100.0% 90.2% 77.5% 80.0% N/A

Quality Department - 04Aug'05 Page 103