Section E - Housekeeping [m.05.2015]

The Ascott Limited Standards & Guidelines Department: Housekeeping Section: HSK - 00 Topic: Table of Contents Date Created: June 2014 Revised: April 2015 Page: 1 of 3 COMPANY CONFIDENTIAL  2015. Ascott International Management (2001) Pte Ltd. All Rights Reserved. No part of this document may be resold, reproduced or transmitted in any form by any means without the written consent of the publisher. 01 Key Control 1.1 Key Control and Issue Guidelines 02 Uniforms 2.1 Uniform Standards 2.2 Uniform Control and Issue Guidelines 2.3 Cleaning of Uniforms 03 Equipment 3.1 Equipment Requirements and Record Keeping 3.2 Minimum Kitchen Equipment & Supplies Requirements 3.3 Apartment Inventory Checklist and Guidelines 04 Linen 4.1 Linen Requirements and Inventory Guidelines 4.2 Linen Storerooms 4.3 Housekeeping carts and Basic Stocking Requirements 05 Cleaning 5.1 Housekeeping Schedule of Cleaning Services 5.2 Mandatory Deep Cleaning Schedules and Records 5.3 Deep cleaning of Residence Facilities, Public Areas and Back of the House 5.4 Housekeeping Assignment Sheets 5.5 Cleaning Basics – Living Area 5.6 Cleaning Basics – Bathrooms 5.7 Cleaning Basics – Kitchen 5.8 Annual Maintenance Check of Apartments, Back of House and Public Areas 5.9 Cleaning Time Structures 06 Inspections 6.1 Inspection Frequency 6.2 Pre-Arrival Inspections 6.3 General Inspection Tips

The Ascott Limited Standards & Guidelines Department: Housekeeping Section: HSK - 00 Topic: Table of Contents Date Created: June 2014 Revised: April 2015 Page: 2 of 3 COMPANY CONFIDENTIAL  2015. Ascott International Management (2001) Pte Ltd. All Rights Reserved. No part of this document may be resold, reproduced or transmitted in any form by any means without the written consent of the publisher. 07 Food and Beverage 7.1 Breakfast Service 7.2 Food Hygiene 08 Services for Residents 8.1 Resident Request Items 8.2 Residents’ Request Guidelines 8.3 Guidelines for Meeting Rooms 8.4 Duties not Performed by Housekeeping Staff 09 Other Guidelines 9.1 VIP Guidelines 9.2 Welcome Basket 9.3 Resident’s Special Occasions 9.4 Pest Control 9.5 Do Not Disturb & Double Locked Door Guidelines 9.6 Breakage/Loss of Company’s Property by Resident 9.7 Issuing Guest Supplies and Cleaning Supplies 9.8 Odour Control 9.9 Mattress Flipping / Turning 9.10 Apartment Safety Box Guidelines 9.11 Safety and Security in the Apartments 9.12 Resident’s Laundry Pick-up Guidelines 9.13 Resident’s Laundry Processing Guidelines 9.14 Delivery and Presentation of Resident’s Laundry 9.15 Grocery List 9.16 Housekeeping Storage Areas 9.17 Landscaping / Planters 10 Purchasing 10.1 Purchasing Procedure for Housekeeping Supplies 11 Standard Supplies 11.1 Specifications of Extra Bed 11.2 Specifications of Baby Cot

The Ascott Limited Standards & Guidelines Department: Housekeeping Section: HSK - 00 Topic: Table of Contents Date Created: June 2014 Revised: April 2015 Page: 3 of 3 COMPANY CONFIDENTIAL  2015. Ascott International Management (2001) Pte Ltd. All Rights Reserved. No part of this document may be resold, reproduced or transmitted in any form by any means without the written consent of the publisher. 12 Housekeeping Forms 12.1.1 Key Request Form 12.1.2 Key Sign In and Sign Out 12.2.1 Uniform Issuance Form 12.2.2 Uniform Inventory Form 12.2.3 Uniform Cleaning Log Book 12.3.1 Equipment Record Form 12.3.2 Equipment Sign Out / In Log 12.4.1 Linen Requirement Count 12.4.2 Establishing Par Levels 12.4.3 Operating Equipment Inventory Instructions 12.4.4 Linen Count Slips 12.5.1 Housekeeping Deep Cleaning Checklist 12.5.1a Budget and Yearly Planner for Periodic Cleaning 12.5.2 Housekeeping Projects List for Apartment 12.5.3 Housekeeping Master Tracking Form 12.5.4 Forecast for Deep Cleaning Programmes 12.6 Schedule for Cleaning Projects in the PA and BOH 12.7.1 Housekeeping Supervisor Daily Worksheet 12.7.2 Public Area Daily Assignment Sheet 12.7.3 Housekeeping Attendant Daily Assignment Sheet 12.8 Abbreviated Apartment Inspection Sheet 12.9 Apartment & PA Inspection List 12.10 Housekeeping Pre-Arrival Checklist 12.11.1 Housekeeping Resident’s Request Log Book 12.11.2 Sample Excel Spreadsheet with Guest Service 12.12.1 Food Storeroom Inspection List. 12.12.2 Food Preparation Area Inspection List. 12.13 Sample of Pest Control Letter to Resident 12.14 Landscape Maintenance Schedule 12.15.1 Laundry Master Control Sheet 12.15.2 Laundry Vendor Collection Control List 12.16.1 Grocery Ordering Form for Residents 12.16.2 Grocery List 12.17 Stock Card 12.18 Request to Unlock or Key to Balcony door

The Ascott Limited Standards & Guidelines Department: Housekeeping Section: HSK – 1.1 Topic: Key Control - Key Control and Issue Guidelines Date Created: June 2014 Revised: Page: 1 of 2 COMPANY CONFIDENTIAL © 2014. Ascott International Management (2001) Pte Ltd. All Rights Reserved. No part of this document may be resold, reproduced or transmitted in any form by any means without the written consent of the publisher. Standards: • Ensure that all Master keys are secured in a lockable key cabinet where all housekeeping keys are issued and controlled, and ensure that proper key control guidelines are in place. • Housekeeping staff should sign in and out with time stated when master keys are taken. • Housekeeping Supervisors and Manager should check daily that all keys are issued and returned on the same day. For Action: Housekeeping For Information: - Guidelines: 1. Each housekeeping office must have a lockable key cabinet from where all housekeeping keys are issued and controlled. • All keys must be marked so they can be easily identified. i.e. 1-A for 1st floor, section A. 2. All keys going out of the housekeeping office must be signed “out” by all employees (and contract cleaners) at the beginning of their shift and “in” at the end of their shift in the “Sign In and Sign Out “book. 3. The return of each key must be signed by the Housekeeping Manager or his / her assistant. 4. Housekeeping keys must be affixed to the employee’s uniform with a chain while working. 5. Housekeeping Manager, Asst Housekeeping Manager or Supervisor should have access to the following keys: • Master key (Hskp Mgr, Asst Hskp Mgr and Supervisors) • Keys for all linen and housekeeping related storage rooms. • Keys for offices and commercial areas. • Key to key cabinet. • Key to housekeeping office (kept at security office at the end of day). 6. Housekeeping Room Attendants to carry the following keys: • Floor master • Floor linen room / pantry key 7. Multi-duty Public Attendants to carry the following keys: • Key to commercial areas

The Ascott Limited Standards & Guidelines Department: Housekeeping Section: HSK – 1.1 Topic: Key Control - Key Control and Issue Guidelines Date Created: June 2014 Revised: Page: 2 of 2 COMPANY CONFIDENTIAL © 2014. Ascott International Management (2001) Pte Ltd. All Rights Reserved. No part of this document may be resold, reproduced or transmitted in any form by any means without the written consent of the publisher. • Key to meeting rooms • Key to floor linen rooms 8. Contract Cleaner to carry the following keys: • Key to commercial areas • Key to meeting rooms • If floor master keys are not used, issue individual apartment keys. 9. Resident keys found in departure apartments must be collected and handed to the Housekeeping Manager immediately. 10.All keys must be accounted for before closing the department. 11.The key to the key cabinet and the key to the housekeeping office must be handed to the Security Office / Guest Service Desk after closing the office for the day.

The Ascott Limited Standards & Guidelines Department: Housekeeping Section: HSK – 2.1 Topic: Uniforms - Uniform Standards Date Created: June 2014 Revised: Page: 1 of 1 COMPANY CONFIDENTIAL © 2014. Ascott International Management (2001) Pte Ltd. All Rights Reserved. No part of this document may be resold, reproduced or transmitted in any form by any means without the written consent of the publisher. Standards: • To ensure that all employees’ uniforms project a professional image. • All Ascott branded properties uniform design must adhere to the approved specific design of an Ascott brand. Any deviation needs to be approved by the Head of Corporate Operations, Ascott Centre for Excellence. • All Somerset and Citadines branded properties uniform design should complement the décor of the property. The design can include a local touch. In a city with more than one property, the design of the uniforms should be the same for all properties. • All employees should be issued the following uniforms. • Men - 2 Suit Jackets, 2 ties, 3 shirts and 3 pants. • Ladies - 2 Jackets (if no blouses then jacket should be 3), 3 blouses, 3 skirts or pants) • Back of House staff to be issued 3 sets of tops and 3 pants or skirts. • Only for countries with winter and summer season, 2 sets of seasonal uniforms each are enough. For Action: Housekeeping For Information: - Guidelines: • All employees should be issued with sufficient uniform to cater for uniform change. • Only for countries with winter and summer season, 2 sets of seasonal uniforms each should be provided. • Some countries may require more shirts or jackets as the weather dictates. • According to the local climate, employees may require changing during the day to maintain a professional appearance. • Issue enough sets to allow the uniforms to be cleaned properly on a regular basis.

The Ascott Limited Standards & Guidelines Department: Housekeeping Section: HSK – 2.2 Topic: Uniforms - Uniform Control and Issue Guidelines Date Created: June 2014 Revised: Page: 1 of 2 COMPANY CONFIDENTIAL © 2014. Ascott International Management (2001) Pte Ltd. All Rights Reserved. No part of this document may be resold, reproduced or transmitted in any form by any means without the written consent of the publisher. Standards: • To ensure that an adequate supply of uniforms are available and that documentation and control guidelines are in place. • An inventory of uniforms must be completed every quarter (March, June, September, and December). • When issuing uniforms to a new employee, the Housekeeping Manager and the new employee should use the Uniform Issuance Form. It must be completed and signed by both new employee and Housekeeping Manager. • Outsourced Contractors • Must purchase and ensure the uniforms comply with the brand’s standards. • Uniform Standards should be specified in the contract. For Action: Housekeeping For Information: - Guidelines: 1. All uniforms must be marked on the inside with an identification number for tracking purposes. • Blank labels must be sewn in when the uniforms arrive on property. Make sure a good accounting procedure is in place. • Sew in a blank white piece of cloth about 4 cm long and 2 cm wide to the manufacturer’s label or to the actual garment where not visible when worn. • Write the uniform code number on this label using an indelible (permanent) marker. 2. Issue and control of the uniforms • The uniform for all property employees are issued and controlled by the Housekeeping Manager. • When issuing uniforms to a new employee, the Housekeeping Manager and the new employee should use the Uniform Issuance Form. It must be completed and signed by both. • The Uniform Issuance Form is kept on file until the employee resigns and returns all uniform. Thereafter, the Housekeeping Manager completes and signs the uniform control form, which is sent to Human Resource. 3. Purchase of uniforms

The Ascott Limited Standards & Guidelines Department: Housekeeping Section: HSK – 2.2 Topic: Uniforms - Uniform Control and Issue Guidelines Date Created: June 2014 Revised: Page: 2 of 2 COMPANY CONFIDENTIAL © 2014. Ascott International Management (2001) Pte Ltd. All Rights Reserved. No part of this document may be resold, reproduced or transmitted in any form by any means without the written consent of the publisher. • All properties are to purchase their uniforms according to corporate standards. • The residence should provide interim / temporary employees with uniforms. 4. Outsourced Contractors • Contract employees are responsible for washing their uniforms outside the residence. 5. Example of Uniform Issuance Form and Uniform Inventory Form can be found in HSK – 12.2.1 and HSK – 12.2.2 respectively. 6. Inventory Procedures are as follows: • Alert entire staff of property that a uniform inventory is about to commence. This step is only necessary if uniforms are turned into a Housekeeping Department on a daily basis. • All staff members must ensure that all uniforms have been given to the Housekeeping Department. They may collect clean ones the following morning before their shift starts. • Group uniforms by department if not on hanging racks already. • Group uniforms by code numbers. • Group stock uniforms by department. • Count stock uniforms and record number on inventory sheet. 7. Return stock uniforms to storage and seal. Mark with the date of inventory. • Count each uniform and record number of pieces or verification of presence by the uniform number on the inventory sheet. • Each employee should have 2 dry cleaning and 3 washables uniforms. Make sure all are accounted for. Remember that employees may be working at the time of the inventory. Check with Department Head to ensure an accurate count. • Record number of discarded uniforms. • Beginning tally should equal end tally. • Investigate any discrepancies. • Adjust ending tally by subtracting discarded uniforms and place this number in the beginning tally for next time. 8. All uniforms to be discarded must not have any brand logos on it. 9. Discarded uniforms without logos may be donated to a local charity with the permission of the Property Manager or arranged to be collected by a recycle company.

The Ascott Limited Standards & Guidelines Department: Housekeeping Section: HSK – 2.3 Topic: Uniforms: Cleaning of Uniforms Date Created: June 2014 Revised: Page: 1 of 2 COMPANY CONFIDENTIAL © 2014. Ascott International Management (2001) Pte Ltd. All Rights Reserved. No part of this document may be resold, reproduced or transmitted in any form by any means without the written consent of the publisher. Standards: • To ensure that all employees’ uniforms appear neat, crisp and professional at all times • The Housekeeping Manager will develop a procedure whereby all employee uniforms being sent out to the vendor to be cleaned will be tracked. For Action: Housekeeping For Information: All departments Guidelines: 1. It is the respective Department Head’s responsibility to ensure that all their employees have proper fitting uniforms and that these uniforms appear clean and crisp at all times. 2. Department Heads must do visual inspections everyday to ensure the uniforms being worn by their staff are clean and well maintained. 3. Any employee on duty wearing a dirty uniform, one that smells or has worn threads and/or other deficiencies, must be asked to change into a clean uniform immediately. 4. The Housekeeping Manager will develop a procedure whereby all employee uniforms sent out to be cleaned will be tracked by the following: • Name of the employee. • Type of garment. • Each time the garment is cleaned, time/date of drop off and time/date of pick-up. 5. There should be a Uniform Cleaning Log Book whereby the employee enters his / her name, employee number, what garments are being left to be cleaned and the date. • Linen room / uniform attendant can use this to track the movement of uniforms. • Employees should also indicate any defects with the uniform such as a missing button or tear in the uniform. • Small repairs on uniforms, such as sewing on buttons should be performed by the employee him / herself or get the assistance of someone to sew it for them. 6. This guideline is to ensure that all uniforms are cleaned regularly, thus helping to extend the life span of the uniform.

The Ascott Limited Standards & Guidelines Department: Housekeeping Section: HSK – 2.3 Topic: Uniforms: Cleaning of Uniforms Date Created: June 2014 Revised: Page: 2 of 2 COMPANY CONFIDENTIAL © 2014. Ascott International Management (2001) Pte Ltd. All Rights Reserved. No part of this document may be resold, reproduced or transmitted in any form by any means without the written consent of the publisher. 7. If the Housekeeping Manager sees that an employee is not having their uniform cleaned regularly, he/she will ask that employee’s Department Head to take the appropriate disciplinary action. 8. Example of Uniform Cleaning Log Book can be found in HSK – 12.2.3.

The Ascott Limited Standards & Guidelines Department: Housekeeping Section: HSK – 3.1 Topic: Equipment - Equipment Requirements and Record Keeping Date Created: June 2014 Revised: Page: 1 of 3 COMPANY CONFIDENTIAL © 2014. Ascott International Management (2001) Pte Ltd. All Rights Reserved. No part of this document may be resold, reproduced or transmitted in any form by any means without the written consent of the publisher. Standards: • To ensure that Housekeeping staffs have the proper equipment available to execute their job in a professional manner. • Equipment inventories and proper checks should be done every quarter by Housekeeping Supervisor. This is to prevent the equipment from breaking down. • Keep an Equipment Record Form with product literature for each type of equipment purchased. It is useful when ordering parts or doing maintenance. HSK 12.3.1 – Equipment Record Form For Action: Housekeeping For Information: - Guidelines: 1. Equipment inventories should be checked every quarter by Housekeeping Supervisor. • This is to determine how many machines need to be replaced due to their poor condition or high cost of repairs. • Checking a machine consistently will prevent a machine from greater wear and tear. 2. All equipment should be tagged and specifically identified. The tag number will be governed by the Finance Department and generated by the accounting system. This depends from cluster to cluster. 3. The list below is a guideline to assist a housekeeping attendant in their day to day work. 4. Equipment needs will vary from property to property but the basic items listed are required. Housekeeping Attendant to carry on a daily basis: • Angle broom • Mop with detachable mop head • Dust mop with extendable handle/ (high dusting) • Commercial vacuum cleaner that is able to lay flat • Window/mirror squeegee with extendable handle • Plastic lined bag to carry chemical and / or cleaning equipment • Square plastic bucket to hold mop water • Plastic bucket to carry supplies if carts are not used • Toilet brush • Soft bristle brush for general cleaning • Tooth brush

The Ascott Limited Standards & Guidelines Department: Housekeeping Section: HSK – 3.1 Topic: Equipment - Equipment Requirements and Record Keeping Date Created: June 2014 Revised: Page: 2 of 3 COMPANY CONFIDENTIAL © 2014. Ascott International Management (2001) Pte Ltd. All Rights Reserved. No part of this document may be resold, reproduced or transmitted in any form by any means without the written consent of the publisher. • Clean GREEN cloth for cleaning kitchens and general areas. • Clean RED cloth for cleaning bathrooms. • Clean YELLOW cloth for cleaning hard surface dusting. • Clean BLUE cloth for cleaning mirrors and glass panels. • Clean glass cloth for cleaning cutlery and crockery. • Plastic Caddy to place the Chemical bottles • Labeled spray bottle containing All Purpose Cleaner • Labeled spray bottle containing Bathroom Cleaner • Labeled spray bottle containing Air Freshener • Labeled spray bottle containing degreaser to be used on kitchen appliances • WD40 or equivalent product used to treat rust on appliances and door hinges • “Housekeeper at Work” sign Items to be easily accessible by the Housekeeping Attendants: • Putty knife (remove gum) • Oven Cleaner • Vinegar (to clean coffeemakers and kettles) • Spotting Chemicals – (employees must be trained to use them properly) • Spotting brush • Small stepladder • Housekeeping carts must be kept clean and neat at all times. Never place drinking bottled water next to chemical bottles on cart. • Repaint and fix deficiencies as necessary since those can be visible to the Residents. • Cleaning supplies must be carried in a plastic bucket, caddy or plastic lined carrying bag to avoid chemical stains on carpeting or flooring. • All chemicals must be labelled with the name of the chemical in the bottle. • Countries with OSHA or HAZCOM regulations in effect should follow those laws. • NEVER MIX CHEMICALS.

The Ascott Limited Standards & Guidelines Department: Housekeeping Section: HSK – 3.1 Topic: Equipment - Equipment Requirements and Record Keeping Date Created: June 2014 Revised: Page: 3 of 3 COMPANY CONFIDENTIAL © 2014. Ascott International Management (2001) Pte Ltd. All Rights Reserved. No part of this document may be resold, reproduced or transmitted in any form by any means without the written consent of the publisher. Public Area Housekeeping Attendants: • Floor polisher- disc machine Yellow or White nylon pads (soft) Green, Blue or Red nylon pads (medium) Dark Brown or Black nylons pads (hard) • Floor squeegee • Angle broom • Push broom to clean larger areas • Dust mop for the floor • Window squeegee with extendable handle • Dust mop with extendable handle (high dusting) • Small stepladder for general use / • 5-foot (150cm) stepladder for projects • Commercial vacuum cleaner – appropriate size for the area to be vacuumed • Commercial upright vacuum cleaner for smaller areas • Hand held vacuum (public area furniture) • Wet/Dry vacuum cleaner • Labeled spray bottle with All Purpose Cleaner • Labeled spray bottle with Air Freshener • Clean RED cloth for cleaning bathrooms. • Clean YELLOW cloth for cleaning hard surface dusting. • Clean BLUE cloth for cleaning mirrors and glass panels. Record Keeping: • Keep an Equipment Record Form with product literature for each type of equipment purchased. It is useful when ordering parts or doing maintenance. • Create a spreadsheet on the computer to record information about each piece of equipment. Include Brand Name/Type, Tracking Number, Date of Purchase, Maintenance Required and Maintenance Performed. • Submit all warranties on a timely basis. • Discreetly number each piece of electrical equipment (vacuums, polishers, etc.). • Keep typed, standard forms to track the employee using the equipment with the number of the actual machine and status of the machine. • Example of Equipment Record Form can be found in HSK 12.3.1. • Example of Equipment Sign Out / In Log Form can be found in HSK 12.3.2.

The Ascott Limited Standards & Guidelines Department: Housekeeping Section: HSK – 3.2 Topic: Equipment - Minimum Kitchen Equipment & Supplies Requirements Date Created: June 2014 Revised: Page: 1 of 2 COMPANY CONFIDENTIAL © 2014. Ascott International Management (2001) Pte Ltd. All Rights Reserved. No part of this document may be resold, reproduced or transmitted in any form by any means without the written consent of the publisher. Standards: • To ensure a consistent number of utility items are kept in the apartment at all times for the resident’s convenience. • All items must be kept clean and free of signs of wear and tear. Replace when damaged or missing. • 1 box or packet of laundry detergent that is suitable for the type of washing machine / washer dryer provided. A low suds variety is best if one is available. • 1 bottle or packet of dishwashing liquid with an anti scratch scouring pad / sponge. Do not use green base sponge as it will scratch and deface all the chrome surfaces on teaspoons, pots and tap heads. • 1 box or packet of dishwashing detergent that is suitable for the type of dishwashing machine provided. To be placed when a dishwasher is provided. For Action: Housekeeping For Information: - Guidelines: 1. Please refer to the OES specifications on kitchen equipment in the Procurement section for the latest update in the Ascott Portal. 2. Property Manager will determine which of the optional items, if any, will be provided at the property. 3. Use the Apartment Inventory Checklist for Kitchen Supplies and Equipment list before each new resident arrives to ensure correct number of items are in the apartment before resident signs the acknowledgement form (where applicable). 4. Housekeeping Manager must be able to replace broken or missing items within 24 hours. • Ensure that an adequate stock of all items is kept on property. • Know where to buy each item when needed. • Do not mix and match different brands/ design of silverware or tableware. • If the item currently in the apartment cannot be matched, change all the pieces in that apartment. • Consistency is the key.

The Ascott Limited Standards & Guidelines Department: Housekeeping Section: HSK – 3.2 Topic: Equipment - Minimum Kitchen Equipment & Supplies Requirements Date Created: June 2014 Revised: Page: 2 of 2 COMPANY CONFIDENTIAL © 2014. Ascott International Management (2001) Pte Ltd. All Rights Reserved. No part of this document may be resold, reproduced or transmitted in any form by any means without the written consent of the publisher. 5. Place the following in the kitchen prior to the resident’s arrival. Do not replenish for long stay residents. • 1 box or packet of laundry detergent that is suitable for the type of washing machine provided. A low suds variety is best if one is available. • 1 bottle or packet of dishwashing liquid if no dishwashing machine is provided. • 1 box or packet of dishwashing detergent that is suitable for the type of dishwashing machine provided. • An anti scratch scouring pad / sponge. Do not use green base sponge as it will scratch and deface all the chrome surfaces on teaspoons, pots and tap heads

The Ascott Limited Standards & Guidelines Department: Housekeeping Section: HSK – 3.3 Topic: Equipment - Apartment Inventory Checklist and Guidelines Date Created: June 2014 Revised: Page: 1 of 2 COMPANY CONFIDENTIAL © 2014. Ascott International Management (2001) Pte Ltd. All Rights Reserved. No part of this document may be resold, reproduced or transmitted in any form by any means without the written consent of the publisher. Standards: • To ensure that all items listed in the apartment inventory checklist are present in the apartment prior to the resident’s arrival. • For long stay resident, the apartment inventory checklist must be filled in by the resident within 48 hours of arrival. It should be signed and kept in housekeeping office until the resident checks out. If the resident refuses to sign, put a remark at the signature area that the resident refused to sign and file it until the resident checks out. • The apartment inventory checklist quantity column should be written with the actual quantity that is presently available for each item upon check in. This is to prevent disputes during check out. For Action: Housekeeping For Information: - Guidelines: 1. Housekeeping Supervisors must complete the Apartment Inventory Checklist at least 30 minutes prior to arrival whenever possible. 2. All items listed on the Apartment Inventory Checklist must be present. • Any deviations must be approved by the Property Manager prior to arrival. • Resident must be informed when an item is not available and a remark made on when they can expect to have the items. Property Manager must also be aware of the situation. 3. Apartment Inventory Checklist must be typed and proof-read and have the appropriate property logo as per MARCOM guidelines • This should be reviewed and signed by the resident. 4. Housekeeping Supervisor must meet all long stay residents within 48 hours of arrival and have the apartment inventory checklist signed. • Apartment inventory items must be counted before and after resident checks in and after resident checks out. 5. It is recommended to make an appointment with the resident just before the resident checks out in order to run through the inventory list. • It is also up to the discretion of the Property Manager to charge for the items that are missing or broken, bearing in mind the length of stay and revenue earned. 6. The inventory list should still be placed in the apartment for short stay residents prior to the arrival as a reference.

The Ascott Limited Standards & Guidelines Department: Housekeeping Section: HSK – 3.3 Topic: Equipment - Apartment Inventory Checklist and Guidelines Date Created: June 2014 Revised: Page: 2 of 2 COMPANY CONFIDENTIAL © 2014. Ascott International Management (2001) Pte Ltd. All Rights Reserved. No part of this document may be resold, reproduced or transmitted in any form by any means without the written consent of the publisher. 7. Apartment Inventory items must be counted before and after resident checks in or after guest checks out. No signature required for short stay resident.

The Ascott Limited Standards & Guidelines Department: Housekeeping Section: HSK – 4.1 Topic: Linen - Linen Requirements and Inventory Guidelines Date Created: June 2014 Revised: Page: 1 of 3 COMPANY CONFIDENTIAL © 2014. Ascott International Management (2001) Pte Ltd. All Rights Reserved. No part of this document may be resold, reproduced or transmitted in any form by any means without the written consent of the publisher. Standards: • To ensure linen is clean and well maintained, par levels are maintained and that linen inventory checks are conducted on a timely basis. • Linen inventory checks must be conducted on a quarterly basis (March, June, September, and December). However, properties may choose to do a Bi-monthly inventory check for tighter inventory control. • Ascott Brand - 3.5 par for all linen except duvet cover at 2.5 par and bathrobe at 1.5 par. • Somerset Brand – 3 par for all linen except duvet cover at 2.5 par and bathrobe at 1.5 par. • Citadines Brand – 3 par for all linen except duvet cover at 2.5 par. and bathrobe at least 10% of total apartment inventory. For Action: Housekeeping, Property Manager For Information: - Guidelines: 1. All linen must be clean and free of stains. 2. Linen must not be frayed on the ends or worn thin. 3. Stained and damaged linens, clean or dirty, must be separated from the good linens and placed aside to be brought down separately. 4. These linens must be returned to the outside laundry on a regular basis, so that they can be specially treated and/or repaired. 5. All linen must be tagged with appropriate labels. • One side of the tag must have the issuing month and year. • Other side of the tag must have the property abbreviations. 6. All discarded linen must be counted in the linen inventory check as per accounting practices. • Recycle discarded linen where possible i.e. to rags. • Refer to the linen specifications in the Operating Equipment & Supplies (OES) list in the Ascott Portal, under Procurement. 7. Any deviations from standards must be approved by the Corporate Operations. 8. The Housekeeping Manager is responsible for establishing what “one linen par” is.

The Ascott Limited Standards & Guidelines Department: Housekeeping Section: HSK – 4.1 Topic: Linen - Linen Requirements and Inventory Guidelines Date Created: June 2014 Revised: Page: 2 of 3 COMPANY CONFIDENTIAL © 2014. Ascott International Management (2001) Pte Ltd. All Rights Reserved. No part of this document may be resold, reproduced or transmitted in any form by any means without the written consent of the publisher. 9. A linen par is the exact number of pieces used to make up each bed / set up each bathroom / kitchen in all the units of the apartments on the property. Ascott Brand 10.Must have at least a 3.5 par system in place: • First par- in the apartments. • Second par – is in the process of being cleaned. (laundry) • Third par – is in the clean linen area waiting to be used. • Half par - allows for linen that has been damaged or stained to be pulled from circulation without causing disruption of the linen flow. Also provides enough linen over long holidays in those markets where linen is cleaned off site. 11.All properties must maintain at least 3.5 pars of all bed linen and terry. 12.Only Duvet Covers – 2.5 Pars and Bathrobe – 1.5 pars only. 13.All apartments are to have 2 bathrobes minimum placed in either the master wardrobe or master bathroom. Somerset / Citadines Brand 14.Must have at least a 3 par system in place: • First par- in the apartments. • Second par – is in the process of being cleaned. • Third par – is in the clean linen area waiting to be used. It allows for linen that has been damaged or stained to be pulled from circulation without causing disruption of the linen flow. Also provides enough linen over long holidays in those markets where linen is cleaned off site. 15.All properties must maintain at least 3 pars of all bed linen and terry. • Only Duvet Covers – 2.5 Pars. • Bathrobes for Somerset Brand – 1.5 pars. • Bathrobes for Citadines Brand – at least 10% of total apartment inventory. Bathrobes are to be made available for VIP & VVIP Guests. Citadines properties are to keep a minimum par of at least 10% of total apartment inventory. (ie. Total apartments in a property are 100 Apts, and then there should be 10 bathrobes made available in the inventory).

The Ascott Limited Standards & Guidelines Department: Housekeeping Section: HSK – 4.1 Topic: Linen - Linen Requirements and Inventory Guidelines Date Created: June 2014 Revised: Page: 3 of 3 COMPANY CONFIDENTIAL © 2014. Ascott International Management (2001) Pte Ltd. All Rights Reserved. No part of this document may be resold, reproduced or transmitted in any form by any means without the written consent of the publisher. 16.The Housekeeping Manager must gather the following information to establish what the par levels are: a. How many times a week is the linen changed? b. How many King beds are on the property? c. How many Twin beds are on the property? d. How many Extra beds are on the property? e. How many Bathrooms with linen are on the property? f. How many of each type of sheet is used to make one of each of the above bed types? g. How many of each type of terry is used to set up one bathroom? 17.Example of Linen Requirement Count Worksheet that determines the total number of Beds and Bathrooms on property can be found in HSK – 12.4.1. 18.Example of Establishing Par Levels worksheet can be found in HSK – 12.4.2. 19.Operating Equipment Inventory Instructions can be found in HSK –12.4.3. 20.Example of Linen Count Slips can be found in HSK – 12.4.4.

The Ascott Limited Standards & Guidelines Department: Housekeeping Section: HSK – 4.2 Topic: Equipment: Linen Storerooms Date Created: June 2014 Revised: Page: 1 of 2 COMPANY CONFIDENTIAL © 2014. Ascott International Management (2001) Pte Ltd. All Rights Reserved. No part of this document may be resold, reproduced or transmitted in any form by any means without the written consent of the publisher. Standards: • To ensure an adequate stock of linen and supplies are kept in all storage rooms. • A list of all the items and the number required should be posted in the linen room and each floor pantry as a reference for the person whose responsibility is to replenish the linen room. • Linen rooms on floor and office should be locked at all times when nobody is present. For Action: Housekeeping For Information: - Guidelines: 1. The best time to replenish the linen rooms is in the late afternoon, when the clean linens have been delivered by the outside laundry company and the housekeeping room attendants have left for the day. 2. For control purpose, the Housekeeping Manager is to calculate and establish a maximum level of linens and supplies to be placed in the linen room. 3. In addition to sheets, pillow cases and towels, the following items are also to be kept in each floor linen room if applicable: • Mattress pads for different bed types – 2 pieces • Duvets / Blankets for different bed types – 2 pieces • Pillows – 5 pieces • Shower curtains – 5 pieces • Apartment waste bins – 3 pieces • Coat hangers – 10 pants; 10 Trouser hangers • Ashtrays – 2 pieces • Light bulbs – 5 pieces (if housekeeping attendants changes bulbs) • Bathroom tissue – 1 carton • Toilet brush/container – 2 sets • Garbage bags – 10 pieces

The Ascott Limited Standards & Guidelines Department: Housekeeping Section: HSK – 4.2 Topic: Equipment: Linen Storerooms Date Created: June 2014 Revised: Page: 2 of 2 COMPANY CONFIDENTIAL © 2014. Ascott International Management (2001) Pte Ltd. All Rights Reserved. No part of this document may be resold, reproduced or transmitted in any form by any means without the written consent of the publisher. 4. Other suggested items for the apartments that need to be stocked in each floor linen room if applicable: • Vacuum bags for apartment vacuum cleaners • Vacuum bags for Housekeeping Attendants • Dinner plates • Dessert plates • Cups • Coffee spoons • Wine glasses • Wine bottle opener • Kitchen sponge • Dustpan/brush • Container for soiled and damaged linens 5. Linens must be neatly arranged on the shelves • Linens must be kept clean and organized by all employees • Never place clean or dirty linen on the floor • Never mix clean and dirty linens 6. Extra beds, baby cot and baby amenities may be kept in the linen storerooms as well. 7. Linen room doors must be kept locked at all times.

The Ascott Limited Standards & Guidelines Department: Housekeeping Section: HSK – 4.3 Topic: Linen - Housekeeping Carts and Basic Stocking Requirements Date Created: June 2014 Revised: Page: 1 of 2 COMPANY CONFIDENTIAL © 2014. Ascott International Management (2001) Pte Ltd. All Rights Reserved. No part of this document may be resold, reproduced or transmitted in any form by any means without the written consent of the publisher. Standards: • To ensure that the Housekeeping Attendant’s Cart is well stocked. • Housekeeping room attendant’s cart should be clean and portray a professional appearance. Plastic bags should not hang on the trolley. For Action: Housekeeping For Information: - Guidelines: 1. Always replenish the linen cart at the end of duty and as often as necessary. 2. Do not overload the cart with linens and supplies and set it up according to guidelines. 3. Never place any clean linen under garbage or linen bags. 4. Empty garbage and linen bag several times during the day and at the end of duty. Dirty linen must not spill over onto the top of cart. 5. Sort empty bottles, dirty glasses and china (which do not belong to the apartment) and paper into the appropriate containers on the linen cart. 6. Always place the cart directly in front of the apartment door where cleaning is in progress. • This is to ensure that residents can pass by easily in the corridors and do not have easy access to the linens and supplies. 7. When leaving the work area for break, place the cart in the floor linen room along with the vacuum cleaner and cleaning supplies. • When leaving the work area for a short time, turn the open side against the wall. 8. Items to be placed on the shelves: (depends on the apartment matrix) • 12 sheets • 24 pillow cases • 12 bath towels & 12 hand towels • 6 bath mats 9. Items to be placed on top of the cart: • 6 roll of toilet tissue • 1 roll of garbage bags • 1 roll of garbage bags – large • 1 vacuum bags

The Ascott Limited Standards & Guidelines Department: Housekeeping Section: HSK – 4.3 Topic: Linen - Housekeeping Carts and Basic Stocking Requirements Date Created: June 2014 Revised: Page: 2 of 2 COMPANY CONFIDENTIAL © 2014. Ascott International Management (2001) Pte Ltd. All Rights Reserved. No part of this document may be resold, reproduced or transmitted in any form by any means without the written consent of the publisher. • 1 container with cleaning products and supplies • 1 container with guest supplies and printed material

The Ascott Limited Standards & Guidelines Department: Housekeeping Section: HSK – 5.1 Topic: Cleaning: Housekeeping Schedule of Cleaning Services Date Created: June 2014 Revised: Page: 1 of 3 COMPANY CONFIDENTIAL © 2014. Ascott International Management (2001) Pte Ltd. All Rights Reserved. No part of this document may be resold, reproduced or transmitted in any form by any means without the written consent of the publisher. Standards: • To ensure that residents are aware of the cleaning services available. • Any long stay contract signed with the resident should state the number of cleaning services provided. This is to avoid discrepancies from the standards below. • Ascott & Somerset Brand housekeeping services: Short stays provides daily cleaning service, including Sundays and Public Holidays. Long stays provides minimum 6 days a week full cleaning service (Monday to Saturday), except Sundays and Public Holidays. For the GCC region, the weekend may fall on a Friday, thus the Housekeeping services are provided (Saturday to Thursday). • Citadines Brand housekeeping services: Short stays (outside Europe) provides daily cleaning service, including Sundays and Public Holidays. Long stays (outside Europe) provides minimum 6 days a week cleaning service (Monday to Saturday), except Sundays and Public Holidays. Short stays (Europe) are provided service depending on the number of nights the guest stays. For every 6 nights, 1 full cleaning service is provided. Light cleaning service (Apart’ Refresh) can be arranged with additional fee. • For every 6 nights and more, the 1st cleaning will be on the 4th day of stay, following cleanings every 7 days, every week, the cleaning day must be the same. All Prestige properties provide daily light cleaning service (Apart’ Refresh) with 2 full cleaning service in a week. All Suites properties provide daily full cleaning service. • Any cleaning on Public Holidays is left to the discretion of the AGM / CGM / RGM. Information has to be made known to resident if no cleaning service will be provided. Any properties that do not offer cleaning service on weekends to short stays are to inform the guest upon arrival. This is to prevent any unhappiness to the guest stay. • Bed linen for full cleaning service is changed every other day (changed immediately if soiled). • Terry toweling is changed daily unless the guest leaves it on the towel rack with our green Corporate Identity (CI) message hung on the rack.

The Ascott Limited Standards & Guidelines Department: Housekeeping Section: HSK – 5.1 Topic: Cleaning: Housekeeping Schedule of Cleaning Services Date Created: June 2014 Revised: Page: 2 of 3 COMPANY CONFIDENTIAL © 2014. Ascott International Management (2001) Pte Ltd. All Rights Reserved. No part of this document may be resold, reproduced or transmitted in any form by any means without the written consent of the publisher. For Action: Housekeeping For Information: Property Manager (PM), Area General Manager (Area GM) Country General Manager (CGM), Regional General Manager (RGM). Guidelines: • Short stay residents (Europe) may choose to have their apartments serviced more frequently à-la -carte service with additional fees as all apartments are serviced once weekly. • To operate the property effectively, staff must be available to clean any apartments deemed necessary on Sundays and Public Holidays. A property should not turn away business due to no staff available for cleaning. • Full cleaning service is a service that comprises the following: • Changing of towels • Replenishing amenities • Emptying dustbins • Making bed with fresh new linen • Bathroom cleaning • Crockery and dishes in dishwasher • Vacuum cleaning • Light cleaning service is a service that comprises the following • Changing of towels • Replenishing amenities • Emptying dustbins • Making bed • Bed linen for full cleaning service is changed every other day (changed immediately if soiled). • Terry toweling is changed daily unless the guest leaves it on the towel rack with our green Corporate Identity (CI) message hung on the rack. • Our Green Corporate Identity message states the following: A towel on the rack means, “I will use it again.” A towel in the bathtub or bathroom sink means, “Please replace with a fresh one.”

The Ascott Limited Standards & Guidelines Department: Housekeeping Section: HSK – 5.1 Topic: Cleaning: Housekeeping Schedule of Cleaning Services Date Created: June 2014 Revised: Page: 3 of 3 COMPANY CONFIDENTIAL © 2014. Ascott International Management (2001) Pte Ltd. All Rights Reserved. No part of this document may be resold, reproduced or transmitted in any form by any means without the written consent of the publisher. • Housekeeping room attendants should be trained to follow the Green guidelines. This is to ensure that we abide with our Green message. • Housekeeping Supervisor must advise resident of the service guidelines when introducing the Housekeeping room attendant to the long stay resident for the first time. • Refer to “Housekeeping assignment sheets” guideline, under “housekeeping schedule report” (HSK – 12.7.3). • In case of Computer downtime situation, use this Example of Housekeeping Attendant Daily Assignment Sheet.

The Ascott Limited Standards & Guidelines Department: Housekeeping Section: HSK – 5.2 Topic: Cleaning - Mandatory Deep Cleaning Date Created: June 2014 Revised: Page: 1 of 2 COMPANY CONFIDENTIAL © 2014. Ascott International Management (2001) Pte Ltd. All Rights Reserved. No part of this document may be resold, reproduced or transmitted in any form by any means without the written consent of the publisher. Standards: • To ensure that the furnishings are being properly maintained and to extend the life of the furnishings and fixtures. • All properties must complete two turnovers (deep cleaning cycles) a year. • A forecast deep cleaning chart for a year must be present. The yearly planner is a master plan for periodic cleaning tasks, which are not performed on a daily basis. • The forecast chart should have the actual date written on the forecast to ensure that deep cleaning is done close to the forecast week. See HSK 12.5.4 For Action: Housekeeping For Information: - Guidelines: • The planner must be completed by the Housekeeping Manager or Property Manager, establishing cost and making a plan for each item / area as to when cleaning takes place. See Budget & Yearly Planner (HSK – 12.5.1a) • Deep cleaning must include the following: • Shampoo carpets • Shampoo upholstery • Drapery cleaning • Strip and wax floors • Wash blankets • Dry-clean duvet • Pillows cleaning • Mattress turning and cleaning • Wash bed throw/bed spread • Wash bed skirt and iron • Clean walls and windows • Repaint walls if necessary (Engineering) • Touch up all woodwork and repair any damage (Engineering) • Defrost refrigerator/freezer • Deep clean oven/microwave • Curtains must be taken down and cleaned every two years.

The Ascott Limited Standards & Guidelines Department: Housekeeping Section: HSK – 5.2 Topic: Cleaning - Mandatory Deep Cleaning Date Created: June 2014 Revised: Page: 2 of 2 COMPANY CONFIDENTIAL © 2014. Ascott International Management (2001) Pte Ltd. All Rights Reserved. No part of this document may be resold, reproduced or transmitted in any form by any means without the written consent of the publisher. • Sheers must be taken down and cleaned twice a year. • Mattresses must be flipped / turned and vacuumed quarterly. • Engineering has a number of projects to complete during the deep cleaning. Housekeeping and Engineering must work closely together to ensure all the projects are completed in a timely manner. • Use the Property Management System (PMS) computer system to plan and coordinate the time the apartment is to be out of order for Deep Cleaning. • Housekeeping Manager must keep notes in the computer to track the status of all Deep Cleaning projects in each apartment. • Apartment number – one sheet per apartment • Year • Project name • Project due dates • Date project is completed • Total cost of the project ( use for budget purposes) • Remarks • Include these projects in the budget and plan ahead to ensure compliance. • It will be very handy when it is time to prepare the following year’s budget for Housekeeping and Engineering. • To monitor the progress of periodic cleaning, an efficient control system is to be in place. • The attached record indicates at a glance how much progress has been made and how much work is outstanding • Initiate a new cleaning record for each cleaning project • Mark job to be done and start date • Mark next to each apartment number the date when the job was done until all apartments are completed. • Mark finishing date and place the cleaning record on permanent file • Housekeeping Deep Cleaning Checklist can be found in HSK 12.5.1. • Housekeeping Projects List for Apartment can be found in HSK 12.5.2. • Housekeeping Master Tracking Form (used for other purposes as well) can be found in HSK 12.5.3. • Forecast for Deep Cleaning Programme form can be found in HSK 12.5.4.

The Ascott Limited Standards & Guidelines Department: Housekeeping Section: HSK – 5.3 Topic: Cleaning - Deep Cleaning of Residence Facilities, Public Areas and Back of the House Date Created: June 2014 Revised: Page: 1 of 1 COMPANY CONFIDENTIAL © 2014. Ascott International Management (2001) Pte Ltd. All Rights Reserved. No part of this document may be resold, reproduced or transmitted in any form by any means without the written consent of the publisher. Standards: • To ensure that the furnishings are being properly maintained and to extend the life of the furnishings and fixtures. • A deep cleaning program should be established for other areas, besides apartments. Areas like residence facilities, public areas and back of the house are deep cleaned as well. For Action: Housekeeping For Information: Guidelines: • The Housekeeping Manager is responsible for ensuring that the Residence Facilities, Public Areas and the Back of the House (including all storerooms, luggage rooms and offices) are kept clean and well maintained. • Establish a program to have all upholstery cleaned on a timely basis. • Establish a program to have all curtains and/or window coverings properly cleaned on a timely basis. • Establish a program to have all floors deep cleaned (stripped and waxed) as necessary depending on the type of flooring material used i.e. stone, marble or linoleum, etc. • Expand this list as necessary to suit your particular needs in each property. • If these areas are given to a cleaning contractor, it is still the Housekeeping Manager’s and Property Manager’s responsibility to see that the above programs are in place. • Make sure to include Deep Cleaning in all cleaning contracts. • Schedule weekly walk throughs with the cleaning contract vendor and have all deficiencies corrected immediately. • Example of a Schedule for Cleaning Projects in the Residence Facilities, Public Area and Back of the House can be found in HSK 12.6.

The Ascott Limited Standards & Guidelines Department: Housekeeping Section: HSK – 5.4 Topic: Cleaning - Housekeeping Assignment Sheets Date Created: June 2014 Revised: Page: 1 of 3 COMPANY CONFIDENTIAL © 2014. Ascott International Management (2001) Pte Ltd. All Rights Reserved. No part of this document may be resold, reproduced or transmitted in any form by any means without the written consent of the publisher. Standards: • To ensure a systematic approach of allocating the servicing of apartments, public area spaces and projects. For Action: Housekeeping For Information: - Guidelines: • Housekeeping Attendant Assignment Sheets must include the following information: • Apartment numbers listed in numerical order. • Time in and Time out column. • Status before service. • Resident’s name. • Arrival and Departure date. • Number of persons in the apartment. • Any special request by the resident regarding housekeeping services. • Status after service. • Notation of Extra Beds and Baby Cots in the apartment. • Sheets changed or due to be changed. • Number of terry items supplied to the room. • Housekeeping Room Attendant Assignment sheets can be done on the Property Management System (PMS). • Assign apartments evenly among the room attendants. • Room attendants should be assigned to clean the same sections everyday if possible. • Long Stay residents tend to prefer the same room attendant every day. • This allows the room attendant to notice the resident’s preferences in order to delight and surprise him during his stay. • Assign special projects everyday by writing these in the message field of the assignment sheets. • Turnover rooms • High dusting.

The Ascott Limited Standards & Guidelines Department: Housekeeping Section: HSK – 5.4 Topic: Cleaning - Housekeeping Assignment Sheets Date Created: June 2014 Revised: Page: 2 of 3 COMPANY CONFIDENTIAL © 2014. Ascott International Management (2001) Pte Ltd. All Rights Reserved. No part of this document may be resold, reproduced or transmitted in any form by any means without the written consent of the publisher. • Waxing floors, etc. • Also indicate in the remark field which rooms are due to have sheets and terry changed or were on Do not Disturb (DND) the previous day. • Some properties can utilize the cleaning service codes such as FS for Full Service and LS for Light Service. • These codes are established in the rate plan section of the system. • Room attendants should review their assignments prior to leaving the housekeeping office. • They should clarify any questions or special projects. • Housekeeping supervisor’s daily master list of apartments must include the following: • Every apartment listed in numerical order. • The status of every apartment at the beginning of the shift and at the end of the shift. • Resident’s name if occupied. • Any special request by the resident regarding housekeeping services. • Space for remarks. • Housekeeping supervisors must then run their morning reports from the Property Management System (PMS). • It is imperative that the Supervisor indicate the status of every apartment in the property. • Supervisors must verify the status of each apartment daily. • Supervisors must know their available vacant and occupied apartments. • Supervisors must record all residents special requests such as service time and ensure that the housekeeping attendants complete the requests. • Supervisors must also know what the special project of the day is and ensure it is completed as well. • Public Area attendant / Houseman daily assignment sheet must have the following: • The daily special project. I.e. Monday – clean wall edges, Tues – dust ceilings. • Any apartments to be deep cleaned that day or any apartments with special late cleaning request.

The Ascott Limited Standards & Guidelines Department: Housekeeping Section: HSK – 5.4 Topic: Cleaning - Housekeeping Assignment Sheets Date Created: June 2014 Revised: Page: 3 of 3 COMPANY CONFIDENTIAL © 2014. Ascott International Management (2001) Pte Ltd. All Rights Reserved. No part of this document may be resold, reproduced or transmitted in any form by any means without the written consent of the publisher. • Remind housekeeping staff that assignments are not to be left in view of the public. The safety and privacy of the resident must be kept in mind at all times. • Housekeeping Supervisor’s Worksheet can be found at HSK 12.7.1. • Public Area Daily Assignment Sheet can be found in HSK 12.7.2. • Housekeeping Daily Assignment Sheet template (as back up if the computer fails) can be found in HSK 12.7.3.

The Ascott Limited Standards & Guidelines Department: Housekeeping Section: HSK – 5.5 Topic: Cleaning - Cleaning Basics - Living Area Date Created: June 2014 Revised: Page: 1 of 2 COMPANY CONFIDENTIAL © 2014. Ascott International Management (2001) Pte Ltd. All Rights Reserved. No part of this document may be resold, reproduced or transmitted in any form by any means without the written consent of the publisher. Standards: • All areas in the living room are to be cleaned in a systematic way. • All furnitures should be dusted, and cleaned to maintain the original shine. • Curtains are to be dusted and vacuumed if necessary. It should be shaked to dislodge any dust accumulation. • Any carpet stains should be removed. • All floors should be vacuumed and mopped. • All defects should be reported to Engineering department. For Action: Housekeeping For Information: Guidelines: • Keep all equipment and cleaning supplies in one area. Housekeeping room attendants must not appear unorganized or untidy. • Hang the “Housekeeper at Work” sign on apartment door to alert the resident that that it is being serviced. • Open & gently shake curtains and sheers to dislodge any dust accumulation. • Clear & remove all rubbish in the apartment. • Begin by placing all furniture and collateral back into the originally prescribed positions unless instructed otherwise by the resident. • Replace any collateral that is damaged or missing according to standard. • Make the sofa bed (if used) according to standard. • Using the high duster, dust all cornices, pictures, mirrors and walls. • Dust and clean electronic equipment according to manufacturer’s specifications. • Dust and clean all furniture including furniture legs and glass tops. Use a glass suction lifter if the glass base and edge need to be clean. • Clean all mirrors and picture frames. • Clean, dust and care for any potted plants. • Vacuum apartment living area after cleaning the bathrooms. • Move sofa and other furniture and vacuum underneath Be careful not to damage furniture legs as you vacuum.

The Ascott Limited Standards & Guidelines Department: Housekeeping Section: HSK – 5.5 Topic: Cleaning - Cleaning Basics - Living Area Date Created: June 2014 Revised: Page: 2 of 2 COMPANY CONFIDENTIAL © 2014. Ascott International Management (2001) Pte Ltd. All Rights Reserved. No part of this document may be resold, reproduced or transmitted in any form by any means without the written consent of the publisher. • Try to remove any stains on the carpet around the living area while vacuuming. • Make notes of any engineering defects on the Housekeeping Attendant Sheet. • Alert the Housekeeping Supervisor immediately if any defects need urgent attention. • Walk the entire living area and ensure that all areas are properly cleaned and stocked. • Spray air freshener throughout the apartment before exiting. • Lock door after exiting.

The Ascott Limited Standards & Guidelines Department: Housekeeping Section: HSK – 5.6 Topic: Cleaning - Cleaning Basics - Bathrooms Date Created: June 2014 Revised: Page: 1 of 2 COMPANY CONFIDENTIAL © 2014. Ascott International Management (2001) Pte Ltd. All Rights Reserved. No part of this document may be resold, reproduced or transmitted in any form by any means without the written consent of the publisher. Standards: • All areas in the bathrooms are to be cleaned in a systematic way. • All basins should be cleaned and marble tops maintained to the original shine. • Shower curtains or glass panels should be washed to prevent algae or mould from forming. • Toilet bowls should be washed under the rims and any stains should be removed. Toilet seats should be washed and sanitized at least once a week. • All bathroom walls and tiles should be washed to prevent soap scum and algae from accumulating. Mirrors are to be clean and shiny. • All floors should be washed thoroughly after the resident checks out. • Towels should not be frayed when placed on the towel rack. • To ensure bathroom amenities are placed neatly. • All defects should be reported to Engineering department. For Action: Housekeeping For Information: - Guidelines: • Remove all dirty terry linen and put in dirty linen bag. • Clean and dirty linen should never be placed in the same area. • Spray the inside of the toilet bowl with disinfectant cleaner. Do not flush, let the chemical loosen the dirt in the bowl. • Spray the bathtub and/or shower stall with multi-purpose cleaner. Let it stand for 2 minutes to allow the chemical to do its work. Meanwhile replace any guest amenities that may be missing except for terry items. • Wash and clean bathtub and/or shower stall thoroughly. Wipe dry with a clean dry cloth. Inspect area for mould or mildew. Remove if present. • Wash and clean shower heads from calcium build up. • Make notes for Engineering if there are any defects in the bathroom, including grouting that needs to be replaced. If any defects need urgent attention, alert Housekeeping Supervisor immediately. • Clean mirrors, windows and/or glass doors making sure that no fingerprints or streaks are visible.

The Ascott Limited Standards & Guidelines Department: Housekeeping Section: HSK – 5.6 Topic: Cleaning - Cleaning Basics - Bathrooms Date Created: June 2014 Revised: Page: 2 of 2 COMPANY CONFIDENTIAL © 2014. Ascott International Management (2001) Pte Ltd. All Rights Reserved. No part of this document may be resold, reproduced or transmitted in any form by any means without the written consent of the publisher. • Clean counter top and cabinetry. Do not forget to dust inside drawers, shelves and under the sink. • Clean sink with multi-purpose cleaner. Wipe dry with cloth. • Clean and scrub toilet bowl making sure to get underneath the rim. Put rag away on cart or in caddy. • Do not use the same rag, sponge or scrub brush to clean anywhere else like kitchens etc. • Inspect the inside of toilet tank. Deep clean inside as and when necessary. • Clean toilet seat, top and base. Ensure that the toilet seat is closed. • Replace terry items. Ie Bath, hand, face towels and bath mat. (where applicable). Do not place frayed towels on the rack. • Ensure that all green messages are duly followed. Ie. A towel on the rack should not be changed unless it is placed on the bathtub or basin. • Check whether ‘waffle’ bathrobe needs changing. • Replenish toiletries and amenities – • For short stay: Replenish amenities when required. • For long stay: Replenishment is at the discretion of the RGM / CGM / Property Manager. • Note: Any bathroom amenities that have less than one quarter balance, a new bottle or soap needs to be replaced. • Sweep floor. • Fill plastic bucket with hot water and disinfectant. Mop floor thoroughly. • Dry floor with a clean cloth. • Leave door ajar to provide ventilation. • Remove all cleaning supplies from the apartment and store neatly outside. • Take one last look around the bathrooms to ensure all areas are clean and properly stocked. • Spray air freshener throughout bathroom as you exit. • Lock door after exiting.

The Ascott Limited Standards & Guidelines Department: Housekeeping Section: HSK – 5.7 Topic: Cleaning - Cleaning Basics - Kitchen Date Created: June 2014 Revised: Page: 1 of 2 COMPANY CONFIDENTIAL © 2014. Ascott International Management (2001) Pte Ltd. All Rights Reserved. No part of this document may be resold, reproduced or transmitted in any form by any means without the written consent of the publisher. Standards: • All areas in the kitchen are to be cleaned in a systematic way. • All sinks should be cleaned and marble top maintained to the original shine as much as possible. • Glass panels or walls should be washed to prevent algae or mould from forming. Any oil stains are to be washed immediately to prevent the oil from thickening. • All floors should be washed thoroughly after the resident checks out. • Kitchen towels should not be frayed when placed in the drawer or rack. • To ensure laundry powder, liquid detergent and sponge amenities are provided and placed neatly in the correct location. • All equipments should be cleaned thoroughly when resident checks out. • All Operating Equipment and Supplies (OES) items as per standard should be present and cleaned. • All defects should be reported to Engineering department. For Action: Housekeeping For Information: - Guidelines: • See equipments required for cleaning kitchen in HSK – 3.1. • It is very important to maintain the highest level of hygiene in the kitchen area; therefore only clean, fresh rags should be used in the cleaning process. • Fill the sink with hot soapy water using proper dishwashing liquid. • Scrape any remaining food particles into the plastic trash bag. This will prevent the sink from clogging and emitting an odour. • Remove all the trash and place in a plastic bag. Bring it out of apartment. • Carefully place all items in the dishwasher if applicable. Do not over load. Add detergent and turn machine on. • If there is no dishwasher then place all dirty utensils and crockery into the sink and wash with a clean rag or non abrasive sponge. Set aside until all are finished. Dry with another clean, dry rag and place neatly into appropriate drawer/shelf.

The Ascott Limited Standards & Guidelines Department: Housekeeping Section: HSK – 5.7 Topic: Cleaning - Cleaning Basics - Kitchen Date Created: June 2014 Revised: Page: 2 of 2 COMPANY CONFIDENTIAL © 2014. Ascott International Management (2001) Pte Ltd. All Rights Reserved. No part of this document may be resold, reproduced or transmitted in any form by any means without the written consent of the publisher. • Dirty utensils and crockery may be placed into the dishwasher if it is applicable. Place all dirty pots and pans into the hot soapy water and let them soak. • Unplug and clean small appliances as per guidelines. DO NOT USE WATER OR WET RAG ON ANY APPLIANCE THAT IS PLUGGED IN AND WITH LIVE ELECTRICITY. • Place appliances in proper place and reset electrical socket. • Wash pots and pans and then dry with a clean dry cloth. Place it in the proper cabinet or shelf. • Do an inventory check of kitchen utensils, crockery, pots and pans and replace missing items as necessary. Give list to the Supervisor so that appropriate charges may be levied. Check with Property Manager before raising charges. • Dust the cabinetry and remove any residual grease. Wipe dry with a clean cloth. • Shine any chrome surface with appropriate polish. • Check oven/microwave and deep clean as necessary. There should be no greasy smell being emitted. Filter should be cleaned on a scheduled basis. • Clean cooker hob and hood. Ensure that the cooker hood filter is washed and changed when necessary. • Clean any windows in the area. • Clean out lint tray in dryer if applicable. • Wipe inside and outside of washer/dryer. • Sweep and mop floor of storeroom area housing the washer/dryer if they are a stand alone unit(s). • Empty sink, clean and dry with a rag. • Sweep the kitchen floor. • Fill plastic bucket with hot water and floor cleaning solution. Mop the floor. • Placed used rags on cart or in the caddy. DO NOT USE AGAIN as they have grease on them already. • Make notes of any engineering defects on the Housekeeping Attendant Assignment and alert the Housekeeping Supervisor. If any defects need urgent attention, alert Housekeeping Supervisor immediately.

The Ascott Limited Standards & Guidelines Department: Housekeeping Section: HSK – 5.8 Topic: Cleaning - Annual Maintenance Check of Apartments, Back of House and Public Areas Date Created: June 2014 Revised: Page: 1 of 1 COMPANY CONFIDENTIAL © 2014. Ascott International Management (2001) Pte Ltd. All Rights Reserved. No part of this document may be resold, reproduced or transmitted in any form by any means without the written consent of the publisher. Standards: • A complete maintenance check of all apartments is to be completed on a yearly basis, in preparation for the yearly budget. • Housekeeping Manager should take action when equipment needs to be replaced immediately and not wait until year end budget for replacement. For Action: Housekeeping Manager and Property Manager For Information: - Guidelines: • The purpose of this exercise is to establish an accurate count of all maintenance and repair work to be done in the residence and the number of furnishing and fixtures to be replaced. • The inspection is to be carried out according to the attached checklist. • Summary and calculation of cost to be submitted to the residence. • Use a separate check list for each apartment. • Mark and explain the problem under each point. • If there is no problem, leave it blank • Summarise the problems to be addressed or items to be replaced • Investigate cost of items to be replaced and cost of labour to do the job etc. • Establish your own check list for public areas and back of the house. • Complete the inspection and summary as described for apartments

The Ascott Limited Standards & Guidelines Department: Housekeeping Section: HSK – 5.9 Topic: Cleaning - Cleaning Time Structures Date Created: June 2014 Revised: Page: 1 of 1 COMPANY CONFIDENTIAL © 2014. Ascott International Management (2001) Pte Ltd. All Rights Reserved. No part of this document may be resold, reproduced or transmitted in any form by any means without the written consent of the publisher. Standards: • To ensure efficiency and to allocate a reasonable work load while still maintaining a high level of cleanliness. • Housekeeping Manager should note that it is the quality of the result and not the quantity of the result that we want to ensure standards. • Poor standards of cleanliness will result in guest complaints and negative feedback. For Action: Housekeeping Manager, Property Manager For Information: - Guidelines: • Full Service approximate cleaning standard timing when unit is occupied. • Studio apartment – 30 minutes • One bedroom apartment – 45 minutes • Two bedroom apartment – 60 minutes • Departure approximate cleaning standard timing • Studio – 40 minutes • One Bedroom – 55 minutes • Two bedrooms – 70 minutes • All departure apartments must be entered and checked by the Housekeeping Supervisor or Manager the previous day, to evaluate their general condition. • Any maintenance required should be assigned after the guest checks out. • The Housekeeping Supervisor or Manager must decide how much time is required to clean the extremely dirty departure apartment.

The Ascott Limited Standards & Guidelines Department: Housekeeping Section: HSK – 6.1 Topic: Inspections - Inspection Frequency Date Created: June 2014 Revised: Page: 1 of 1 COMPANY CONFIDENTIAL © 2014. Ascott International Management (2001) Pte Ltd. All Rights Reserved. No part of this document may be resold, reproduced or transmitted in any form by any means without the written consent of the publisher. Standards: • To ensure that all apartments are cleaned thoroughly and that routine inspections are carried out on a daily basis. • Housekeeping Manager is required to inspect at least 10% of the inventory / ad hoc apartments on a daily basis. • The Property Manager is expected to inspect at least 5% of the inventory a week along with the Housekeeping Manager and Engineering Manager. For Action: Housekeeping, Engineering For Information: - Guidelines: • Housekeeping Supervisors are required to collectively inspect all apartments on a daily basis. This role could be performed by the Housekeeping Manager or Assistant Housekeeping Manager if the property does not have any Housekeeping Supervisors. • Show apartments are to be inspected first thing in the morning. • The Housekeeping Manager should keep a master list of apartments and the dates that they were formally inspected by themselves, the Property Manager or the Assistant Property Manager. • This will ensure that all apartments are thoroughly inspected on a monthly basis. • This prevents the same apartment from being “officially” inspected day after day. • Each Inspection must be filled using an Inspection Form. • Property Manager can use the abbreviated version. • Housekeeping Supervisors should use the longer version on 3 or 4 apartments a day and then utilize the abbreviated version on all other apartments on a daily basis. • Housekeeping Master Tracking Form can be found in HSK 12.5.3. • Abbreviated Inspection Sheet can be found in HSK 12.8. • Apartment Inspection List can be found in HSK 12.9. • See Master Tracking Form HSK – 12.5.3

The Ascott Limited Standards & Guidelines Department: Housekeeping Section: HSK – 6.2 Topic: Inspections: General Inspection Tips Date Created: June 2014 Revised: Page: 1 of 9 COMPANY CONFIDENTIAL © 2014. Ascott International Management (2001) Pte Ltd. All Rights Reserved. No part of this document may be resold, reproduced or transmitted in any form by any means without the written consent of the publisher. Standards: • To ensure that all aspects of an apartment are taken into account during the inspection process. • To check an apartment in the same sequence every time. Either right to left or vice versa. This will ensure that nothing is missed even if interrupted during the process. For Action: Housekeeping For Information: - Guidelines: • Use the Abbreviated Inspection Sheet when inspecting many apartments in one day. • Property Manager will use the Abbreviated Inspection Sheet as a reference during their inspection routines. INSPECTION TIPS The Apartment • Apartment Door • Door and doorframe should be free of marks and nicks. • Door should automatically close completely. • Eye viewer is functional. • Door and frame should be free of dust and fingerprints. • Doorbell should function properly. • Emergency fire escape route layout should be correctly displayed and clean. • Door should be squeak free when closing. • Entry Hall Light • Light fixture cover should be free of bugs. • All bulbs should be functioning. • Fixture should be clean and free of cobwebs. • Carpet Flooring • Carpet flooring in the entire apartment should be well vacuumed and carpet should not have any stains. • Carpet edges should be vacuumed.

The Ascott Limited Standards & Guidelines Department: Housekeeping Section: HSK – 6.2 Topic: Inspections: General Inspection Tips Date Created: June 2014 Revised: Page: 2 of 9 COMPANY CONFIDENTIAL © 2014. Ascott International Management (2001) Pte Ltd. All Rights Reserved. No part of this document may be resold, reproduced or transmitted in any form by any means without the written consent of the publisher. • All flooring under furniture particularly couches and beds should be well vacuumed. • There should be no signs of visible wear and tear such as carpet threads. • Floors – Wooden / Laminate or Stone • Floors should be swept clear of any debris. • There should be no discoloration other than a natural occurrence as in hard wood or stone. • Floors should have a shine/sheen/lustre. • No wax build-up. • Check flooring under any furniture to make sure it is clean and free of debris. • Walls • Walls throughout the entire unit should be free of dust. • Paint should appear even in all elevations. • No nicks or cuts in wallpaper or discoloration. • Walls should be perfectly smooth. • Look for watermarks that could indicate a leak somewhere in the unit. • There should not be any hairline crack wherever possible. • Windows • All window glass should be clear, without discoloration and free of dust and fingerprints. Special consideration should be taken if the window can only be cleaned from the outside. • Employee safety should be a priority when cleaning the exterior windows. • Window frames and sills should be clean and free of debris. • Windows that open should function smoothly and without much effort exerted. • Window latches and locks must work properly. • Curtains • Day and Blackout curtains should be free of dust and odour. • Both curtains should function smoothly and show no signs of wear and tear. • Any shutters or blinds should be free of dust and function smoothly.

The Ascott Limited Standards & Guidelines Department: Housekeeping Section: HSK – 6.2 Topic: Inspections: General Inspection Tips Date Created: June 2014 Revised: Page: 3 of 9 COMPANY CONFIDENTIAL © 2014. Ascott International Management (2001) Pte Ltd. All Rights Reserved. No part of this document may be resold, reproduced or transmitted in any form by any means without the written consent of the publisher. • Ceilings • All ceilings throughout the unit must be clean and free of discoloration. • Paint must be the same in all elevations. • Plaster should not be cracked or show bubbles in the paint. • No cobwebs should be present. • Air vents should be free of dust • Paint in good condition and same colour as the ceiling. • Furniture • Furniture should be free of nicks, scratches and watermarks • Paint or varnish should not show any signs of wear. • All furniture placed on wooden floors should have plastic tabs attached to the “feet” of each piece to protect the floor from scratches. • There should be no dust or debris in, on or under the furniture. • Cushion covers and in drawers should be clean and free from debris. • Pictures and Mirrors • Frames should be dusted and free of nicks and cuts. • Mirror glass should be clean and free of fingerprints. • Each should be hung at the appropriate level and should not be crooked. • Lamps • Lampshades should be free of dust and no discoloration. • Lining must be intact and have a pleasing appearance. • All light bulbs should be working and be the correct wattage. • Switches must be easy to reach and function smoothly. • All cords must be wrapped neatly and out of the way. If two lamps are used in a set up, both sets of bulbs should be the same wattage and colour (Pearl). • Energy saving bulbs should be used always. • Electronic Equipment • All electronic equipment should be functioning properly. • It should be clean and free of dust, including the back. • Wires should be wrapped and hidden as much as possible.

The Ascott Limited Standards & Guidelines Department: Housekeeping Section: HSK – 6.2 Topic: Inspections: General Inspection Tips Date Created: June 2014 Revised: Page: 4 of 9 COMPANY CONFIDENTIAL © 2014. Ascott International Management (2001) Pte Ltd. All Rights Reserved. No part of this document may be resold, reproduced or transmitted in any form by any means without the written consent of the publisher. • Remotes should be available and working whenever possible. • Replace batteries in remotes if necessary. • Instruction for use should be displayed in an appropriate manner. • Any devices that display time should be set on the correct time, date and no alarms on. • Light Switches • All light switches throughout the unit should be clean and free of fingerprints. • Edges between the switch plate and the wall should be dust free . • All lights should function properly and be clear to use i.e. which switch is for which light should be obvious. • Air-Conditioner/Heaters • Units must be clean and free of dust. • Thermostat should be set at the standard temperature. • Controls must be easy to understand and unit must function properly. • Filters should be clean periodically whether it is winter or summer. • Balconies, Patios and Terraces • Exterior lighting fixtures should be functioning properly and the area should be well lit. • Glass doors should be clean and free of fingerprints. • All doors and locks should function smoothly. • Safety locks and/or safety bars must be in working order. • All furniture should be clean and free of signs of wear and tear. • Floor should be clean and show no signs of discoloration. • Potted Plants • All plants should be clean and free of dust. • No dead leaves or leaves with holes should be present. • Proper soil and proper size planter should be used. • Planters should be clean and free of signs of wear and tear. • The planter base plate should be free of stagnant water.

The Ascott Limited Standards & Guidelines Department: Housekeeping Section: HSK – 6.2 Topic: Inspections: General Inspection Tips Date Created: June 2014 Revised: Page: 5 of 9 COMPANY CONFIDENTIAL © 2014. Ascott International Management (2001) Pte Ltd. All Rights Reserved. No part of this document may be resold, reproduced or transmitted in any form by any means without the written consent of the publisher. • Collateral • Check to make sure that all specified collateral are in the proper place. • All should be free of signs of wear and tear and discoloration. • Watch for ends that are bent. • Correct number of pieces should be provided. • Ventilation • All rooms throughout the unit should have good ventilation. • Rooms should be odour free and present an impression of cleanliness. The Kitchen • Appliances • All appliances should be clean and free of signs of wear and tear and discoloration. • Appliances should be functioning properly and have no frayed cords. • There should be no rust or deposits anywhere on the appliance. • Stove/Oven/ Microwave • Stove/Oven and/or microwave should be clean and free of grease. • Hoods should be clean and free of dust and filter should be clean. • The appliance should be free from unpleasant odors. • All should function properly and instructions for use should be provided. • Instruction folder should be neat and clean with easy to read and understandable instructions. • Sinks • Sinks should be clean and free of discoloration. • No smells should be emanated from the drain. • Taps should function smoothly. • No water should be dripping from the tap or drain pipe below. • Filter basket should be over drain and/or filter trap cleaned regularly to prevent over flow and smells. • Sink stopper must hold water and not drain off slowly.

The Ascott Limited Standards & Guidelines Department: Housekeeping Section: HSK – 6.2 Topic: Inspections: General Inspection Tips Date Created: June 2014 Revised: Page: 6 of 9 COMPANY CONFIDENTIAL © 2014. Ascott International Management (2001) Pte Ltd. All Rights Reserved. No part of this document may be resold, reproduced or transmitted in any form by any means without the written consent of the publisher. • Refrigerators • Refrigerators should be clean and free of dust, including top and back. • The unit should be free of signs of wear and tear. • No discoloration inside or out. • All shelves must be present and in good working order. • Controls must be easy to use and must function correctly. • Check freezer and ice maker is functional. • No ice builds up at sides of freezer. • All rubber sills should be free from dirt. • Pots and Pans • All pots and pans must be clean and free of any build up of debris. • There should be no rust anywhere on the item. • There should be no discoloration, dents or deep scratches. • Handles must be secure and lids provided where appropriate. • Check to make sure the correct number of items is provided. • Utensils and Cutlery • All utensils should be clean and free of signs of wear and tear. • There should be no signs of rust anywhere on the item. • Damaged items must be replaced immediately. • Items should be free of grease and not emit any odours. • Check to ensure the appropriate number of items is provided. • Crockery • All items should be clean and free of chips and cracks. • There should be no signs of wear and tear and discoloration. • Glasses should be clean and free of fingerprints. • Check to make sure appropriate number of items is provided. • Cabinets and Drawers • All cabinets must function smoothly and with little effort. • All hinges must be lubricated and free of rust. • No excess oil or lubricant should be visible on the hinges. • All surfaces must be clean and free of signs of wear and tear.

The Ascott Limited Standards & Guidelines Department: Housekeeping Section: HSK – 6.2 Topic: Inspections: General Inspection Tips Date Created: June 2014 Revised: Page: 7 of 9 COMPANY CONFIDENTIAL © 2014. Ascott International Management (2001) Pte Ltd. All Rights Reserved. No part of this document may be resold, reproduced or transmitted in any form by any means without the written consent of the publisher. • Paint must be even on all elevations. • No discoloration, burn marks or bubbles on counter tops. • Washing Machine/ Dryer • Washing machine must be clean and free of signs of wear and tear. • Unit must function properly and instructions provided. • Filter must be clean. Check the back of unit as well for dust and debris. • Floor of storeroom (if applicable) should be swept and mopped. • The rubber sill of the washing machine should be free of fungus and mould. Bedroom(s) • Bed • Bed linen must be clean and free of stains or discoloration. • No loose threads. The bed should be properly made according to standard. • Check the label on the corner of the mattress to make sure the correct side of the mattress is being used. (Mattress should be flipped quarterly). There must be a bed pad as well. No hair should be present on mattress or bed pad. Check under the bed for dust and debris. • Lamps • Follow guidelines listed under “Lamps” – The Apartment. The bedrooms should have two lamps by a king bed and one lamp by a twin bed. • Wastebaskets • Wastebaskets throughout the unit must be clean and free of signs of wear and tear. • They should emit no odour. • A trashcan liner or trash bag must be used. • No shopping bags are to be used as trash bags. • Closet / wardrobe • Closet or armoire must be clean and free of signs of wear and tear. • Paint should be the same colour throughout or on each elevation depending on the design.

The Ascott Limited Standards & Guidelines Department: Housekeeping Section: HSK – 6.2 Topic: Inspections: General Inspection Tips Date Created: June 2014 Revised: Page: 8 of 9 COMPANY CONFIDENTIAL © 2014. Ascott International Management (2001) Pte Ltd. All Rights Reserved. No part of this document may be resold, reproduced or transmitted in any form by any means without the written consent of the publisher. • All drawers must be free of dust and debris. • Ensure that the standard numbers of hangers are provided per bedroom. • 6nos.of regular hangers and 4 nos. of clip hangers. (All brands) • 2 satin hangers (All Ascott properties) • Check to make sure that any other standard items are present i.e. laundry basket, 2 x laundry bags and lists. • Safe Box • Safe should be left open in vacant rooms. • Instructions must be provided and be easy to understand. • Safe should be clean and free of dust. • Check the battery. There must be a disclaimer displayed in an prominent place for the resident to see. • Furniture See “Furniture”- The Apartment. • Dressing Table • Dressing table must have a mirror and be well lit. • Area must also include an electrical socket. • Table and chair must be clean, free of dust, signs of wear and tear or discoloration. • All appropriate appliances and/or amenities must be present. • Ensure that the socket should be universal to ensure that international appliances can be used. The Bathroom(s) • Walls and Floor • Walls and floor must be in good condition. • Grout must be free of mould and be applied evenly. No discoloration. • Look to ensure that there are no watermarks as it is a sign of water leaking behind the surface. • Touch walls, they should be clean and dry. No dust or spots should be visible.