Section E - Housekeeping [m.05.2015]

The Ascott Limited Standards & Guidelines Department: Housekeeping Section: HSK – 6.2 Topic: Inspections: General Inspection Tips Date Created: June 2014 Revised: Page: 9 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. • Sink Area • Sink and counter top should be clean, free of dust, signs of wear and tear or discoloration. • Counter top should not be bubbling. • Cabinetry should be of all one colour and free of signs of wear and tear. • Check drawers as well. • Ensure the proper amenities are provided. • Chrome should be polished and free of fingerprints. • Check drains as well. Taps should function smoothly. • Bathtub / Shower Stall • There should be no mould or mildew present. • It should smell fresh and clean. • Check the drains and make sure they drain quickly. • No water should back up on to the floor outside. • Chrome should be polished. • Showerhead should be free of calcium deposits and water should flow freely and provide enough pressure. • Taps should function smoothly. • Ensure the appropriate amenities are present. • Toilet / Bidet • Toilet must be clean and free of discoloration. • The hinges should be free of rust and cover must be in good condition. • Toilet must function properly. • Inside tank must be clean and free of discoloration. • There should be no odour emitting from the toilet. • Tank should fill up with water quickly and quietly after each flush. • Overall effect should be one of cleanliness and attention to detail. • See example of Inspection Sheet for Apartment at HSK – 12.6.2. • See example of Inspection Sheet for Public Areas at HSK – 12.6.3.

The Ascott Limited Standards & Guidelines Department: Housekeeping Section: HSK – 6.3 Topic: Inspections - Pre-Arrival Inspections 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 the apartment is clean and all amenities are in place prior to the resident’s arrival. Atmosphere should be warm and inviting, conveying the sense that we have been expecting them. • Ideally, the Housekeeping Supervisor is to inspect the apartment: • Short stay apartment – at least 30 minutes before arrival. Best if it can be done two hours before arrival to allow enough time to fix any defects found during the inspection. • Long stay apartment – two hours prior to arrival. For Action: Housekeeping For Information: Guidelines: • Any Engineering deficiencies must be reported to the Housekeeping Manager immediately and rectified before the apartment is released to vacant and clean status. • All standards and equipment checklist must be completed and signed by the Housekeeping Manager: • Short stay – Given to the Housekeeping Manager on the day the resident arrives. Housekeeping Manager must ensure all deficiencies listed on the inspection sheet are rectified when the housekeeping room attendant services the apartment for the first time. • Long stay – One hour prior to arrival of the resident to ensure that all deficiencies have already been rectified. • Welcome Package must be properly placed in the apartment prior to the final inspection by the Housekeeping Supervisor. • Perishable Welcome Package or amenities requiring ice must be refreshed as necessary until actual arrival. If left for too long, the fruits may leave a pool of water at base of plate. • Lightings – To provide sufficient lighting with nice ambience on arrival instead of switching on all lights in apartment. • Air-conditioner should be set at 23.5 degree Celsius Summer/ 21 degrees Celsius winter and on low fan. During winter, properties may choose to turn on heater at low speed. • Switch hi-fi on to an instrumental or jazz music station. Music should be heard but not be loud. • Housekeeping Pre-Arrival Checklist can be found in HSK – 12.10.

The Ascott Limited Standards & Guidelines Department: Housekeeping Section: HSK – 7.1 Topic: Food and Beverage - Breakfast Setup & Continental Plus Breakfast Service Date Created: June 2014 Revised: Page: 1 of 5 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: • The breakfast provided should either be continental breakfast or continental breakfast plus, which will include some hot dishes. • Properties may choose to have set hot meals with a variety of other items such as fruits, juices, salads and cereals. • Jams, honeys and butter are to be individually packaged for hygiene reasons. • Opening hours of the breakfast varies from properties to properties. Preferably it should be as follows: • Monday – Friday from 06:30 to 10:00 hours. • Saturday, Sunday and Public Holidays from 07:00 to 10:30 hours. • Properties may customize dishes to meet the culinary preferences of the residents. They may vary from country to country and region to region. However, the guidelines listed below should serve as a reference. • The display of the breakfast items must be well presented and visually attractive. There should be a logical flow for the convenience of the customer. • All properties must have breakfast facilities unless regulations do not permit so. For Action: Housekeeping / Food & Beverage For Information: - Guidelines: Breakfast Setup • Residents’ lounge or breakfast lounge must maintain a pleasant ambience and clean at all times. To enhance the breakfast experience, the following should be in place: • Soft and pleasant background music or • International news channel on TV • Housekeeping or F&B Supervisor must perform quality checks at least twice during the service hours. • Dining Table set up: • Place a decorative plant or flower in the center • Cover tables with a table cloth or placemats for each cover

The Ascott Limited Standards & Guidelines Department: Housekeeping Section: HSK – 7.1 Topic: Food and Beverage - Breakfast Setup & Continental Plus Breakfast Service Date Created: June 2014 Revised: Page: 2 of 5 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. • Place a sugar bowl with white and brown sugar in the centre of the table or at the breakfast counter near the coffee / tea station. • China, glass and silver are placed on the breakfast counter and are picked up by the resident when he/she picks up the food from the counter. • Take pictures of the proper set up of the breakfast and paste it inside the kitchen area. • Add your particular set up requirements to this section (HSK – 7.1). • Add step by step instructions on how to set the breakfast line up properly. • The order in which items should be brought from the food preparation area should be included. • Each step should be very detailed. • Staff members who handle food should be sent for regular medical checkups and should be well trained in food safety and hygiene. • Be very conscious of food hygiene. (Refer to Food Hygiene policy in HSK – 7.2) • The utensils, tableware, chinaware and glassware chosen for the breakfast setup must be tasteful and easy to maintain, avoid primary colours and fragile items. • To ensure freshness of the food, avoid oversized containers and replenish the items regularly. • The breakfast line must be ready at least 15 minutes prior to the opening hours of the breakfast service. • The food preparation and the food storage areas must be thoroughly inspected on a daily basis. • Housekeeping Manager to write an inspection list . • Food Storeroom Inspection list sample can be found in HSK – 12.12.1. • Food Preparation Area Inspection list sample can be found in HSK – 12.12.2. • For outsourced breakfast suppliers, a guide to the tenancy agreement for F&B operator should stipulate compliance to the following: • Terms of lease eg. Years • Location – Address & Floor Area • Landlord’s obligations & Tenant’s obligations

The Ascott Limited Standards & Guidelines Department: Housekeeping Section: HSK – 7.1 Topic: Food and Beverage - Breakfast Setup & Continental Plus Breakfast Service Date Created: June 2014 Revised: Page: 3 of 5 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. • Special clause for Breakfast Catering (to allow any changes to breakfast menu) • Menu should always be provided (any changes subjected to landlord’s approval) • Pricing of Breakfast catered by the operator • Technical provision to be provided by the landlord. Eg. Mechanical & Engineering equipments (aircon, electricity, water etc.), plumbing, drainage etc. • Interior Design of the restaurant (excluding kitchen equipment etc.) • Mode of Payment. Eg. Charges, extra headcount per head. • Quality and Hygiene Standard must comply with The Ascott Limited’s standards. • Termination clause should be in the agreement. • Cluster Head will decide additional food and beverage items to offer on the Breakfast. • Properties may choose to have set hot meals with a variety of other items like fruits, juices, salads and cereals. • Below is a list of Continental Breakfast and Continental Breakfast Plus with some hot dishes.

The Ascott Limited Standards & Guidelines Department: Housekeeping Section: HSK – 7.1 Topic: Food and Beverage - Breakfast Setup & Continental Plus Breakfast Service Date Created: June 2014 Revised: Page: 4 of 5 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. Continental Breakfast Beverage Items Presentation / Remarks 1. Orange Juice Preferably from a dispenser 2. Milk – Cold (full cream or low fat) 3. Milk – Warm Kept warm in Thermal Flask 4. Water – Hot & Cold 5. Coffee – Freshly Brewed Coffee Kept warm in Thermal Flask 6. Tea and Herbal tea – minimum Total 2 types Individually packaged 7. Decaffeinated coffee Individually packaged 8. Hot Chocolate / Chocolate Powder sachet Individually packaged 9. Individual creamers Optional 10.Artificial sweetener Individually packaged 11. Brown sugar Individually packaged 12. White sugar Individually packaged Food Items Presentation / Remarks 1. Honey Individually packaged 2. Butter / Margarine (on a platter on ice) Individually packaged 3. Cereals / Muesli – total minimum 2 types Cereals kept in containers 4. Jams - 2 types (different types daily) Individually packaged 5. Croissant and Baguette or Rolls 6. Danish pastries – minimum 2 types 7. Toast – white & wheat 8. Small cakes individually wrapped 9. Yoghurts – Natural and flavored Plates and Cutleries Presentation / Remarks 1. Small Plates Grouped together on the counter 2. Cups and saucers Grouped together on the counter 3. Bowls Grouped together on the counter 4. Teaspoons Grouped together on the counter 5. Table spoons Grouped together on the counter 6. Forks & Knives Grouped together on the counter 7. Glasses Grouped together on the counter 8. Napkins Grouped together on the counter 9. Trays with liners Grouped together on the counter

The Ascott Limited Standards & Guidelines Department: Housekeeping Section: HSK – 7.1 Topic: Food and Beverage - Breakfast Setup & Continental Plus Breakfast Service Date Created: June 2014 Revised: Page: 5 of 5 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. Continental Breakfast Plus with some hot dishes should be complimentary (ie It should be considered into the apartment rate) Beverage Items Presentation / Remarks 1. Juice - minimum 2 types Preferably from a dispenser 2. Milk – Cold (full cream or low fat) 3. Milk - Warm Upon request 4. Water – Hot & Cold 5. Coffee – Freshly Brewed Will be served by Service Crew to the table of guest 6. Tea and Herbal tea – minimum Total 2 types 7. Decaffeinated coffee 8. Hot Chocolate 9. Individual creamers Optional 10. Artificial sweetener Individually packaged 11. Brown sugar Individually packaged 12. White sugar Individually packaged Food Items Presentation / Remarks 1. Honey Individually packaged 2. Butter / Margarine Individually packaged 3. Cereals – minimum 2 types Cereals kept in containers 4. Jams - 2 types (different types daily) Individually packaged 5. Croissant 6. Danish pastries – minimum 2 types 7. Toast – white & wheat 8. Fresh cut fruits – minimum 2 types 9. Fruits Selection – minimum 2 types 10. Yoghurts & Green Salads with accompaniments 11. Assorted Cold Cuts / Assorted Cheese Optional 12. Hot Items: Select Dishes: Examples a) Hot lines for Eggs e) Grilled Sausages b) Rice or Congee f) Local Food c) Hot Soup g) Dim Sum d) Pancakes / Waffles / French Toast Hot Dishes should be rotated. Ascott – min 6 dishes Citadines – min 2 dishes Somerset – min 4 dishes

The Ascott Limited Standards & Guidelines Department: Housekeeping Section: HSK – 7.2 Topic: Food and Beverage: Food Hygiene Date Created: June 2014 Revised: Page: 1 of 5 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 food hygiene standards are being followed by the restaurant employees. For Action: Property Manager (PM), Restaurant Manager, Chef in charge, Supervisor and Staff, Housekeeping. For Information: - Guidelines: Definitions • Food – any raw, cooked or processed edible substance, ice, beverage or ingredient used or intended for use in whole or in part, for human consumption. • Food contact surfaces – surfaces of equipment and utensils with which food normally comes in contact, and those surfaces from which food may drain, drip or splash back onto surfaces normally in contact with food. • Food must be transported in colour coded bins to avoid cross contamination. Blue – Seafood, Red – Meats, Yellow – Fruits and vegetables. • Food preparation – the manipulation of foods intended for human consumption by such means as washing, slicing, peeling, chipping, shucking, scooping, and/or portioning. The term also includes those activities involving temperature changes, combining ingredients, opening ready-to use food packages, or any other activity causing physical or chemical alterations in food. • Garbage – food waste generated on premises that are not disposed of through the sewage disposal system. The term also includes solid waste such as discarded containers or wrappers that are contaminated with food waste. • Perishable food – any food of such type on in such condition as may spoil; provided, that foods which are in hermetically sealed containers processed by heat or other means to prevent spoilage and properly packaged, dehydrated, or dry powder foods so low in moisture content as to retard development of micro-organisms shall not be considered readily perishable. • Potentially hazardous food – any perishable food which consists in whole or in part of milk or milk products, eggs, meat, poultry, fish , shellfish, edible crustacean, or other ingredients, including synthetic ingredients in a form:

The Ascott Limited Standards & Guidelines Department: Housekeeping Section: HSK – 7.2 Topic: Food and Beverage: Food Hygiene Date Created: June 2014 Revised: Page: 2 of 5 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. • Capable of supporting rapid and progressive growth of infectious or toxigenic micro-organisms; or • Capable of supporting the slower growth of clostridium botulism. • The term potentially hazardous food does not include foods which have a ph level of 4.6 or below or water activity (Aw) value of .85 or less, or air-cooled hard boiled eggs with shell intact. • Ready-to-eat food – food that is in a form that is edible without washing, cooking, or additional preparation by the establishment or the consumer and that is reasonably expected to be consumed in that form. • Sanitize – the effective treatment of clean surfaces of equipment and utensils by an approved process which provides enough accumulative heat or concentration of chemicals for enough time that when evaluated for efficacy (state of being), yields a reduction of 5 logs, which is equal to a 99.999% reduction of representative disease micro-organisms or public importance. • Sealed – free of cracks or other junctures or openings which permit the entry or passage of moisture. Food Supplies • Food received or used in shall be from sources approved or considered satisfactory by the facility and shall be clean, wholesome, free from spoilage, adulteration and misbranding, and safe for human consumption. It shall have been prepared, processed, handled, packaged, transported and stored in a sanitary manner so as to be protected from contamination and spoilage. • Milk and milk products, including fluid milk, other fluid dairy products and manufactured milk products shall meet standards of quality established for such products by applicable regional laws and rules. Only pasteurized milk and milk products may be used or served. • Shellfish, including oysters, clams and mussels, shall be obtained from food establishments that are licensed under relevant government authorities. • Meat and meat products received or used shall be identified as having been officially inspected for wholesomeness and sanitation by relevant government authorities. • Only clean eggs with shells intact and without cracks or checks, pasteurized liquid, frozen or dry eggs or pasteurized egg products shall be used.

The Ascott Limited Standards & Guidelines Department: Housekeeping Section: HSK – 7.2 Topic: Food and Beverage: Food Hygiene Date Created: June 2014 Revised: Page: 3 of 5 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. Food Protection • Food while being transported, stored, prepared, displayed and served shall be protected from dust, flies, rodents or other vermin, toxic materials, unclean equipment and utensils, unnecessary handling, coughs and sneezes, flooding by sewage, overhead leakage and all other sources of contamination. • Different types of raw animal products such as beef, fish, lamb, pork or poultry shall be separated during storage and processing using different containers, partitions, shelves, or by cleaning and sanitizing the equipment between product uses. • Raw food products shall be physically separated from ready-to-eat food products during display or storage by storing the raw products below the ready-to-eat food products or using other approved methods. • Perishable food shall be stored at such temperatures so as to protect against spoilage. • All potentially hazardous food must be kept at safe temperatures, 5 degrees Celsius (41 degrees Fahrenheit) or below and 60 degrees Celsius (140 degrees Fahrenheit) or above, except during necessary periods of preparation and service. • Food shall be prepared with the least possible manual contact, with suitable utensils, and on surfaces that prior to use have been cleaned, rinsed and sanitized to prevent cross contamination. • Food whether raw or prepared, if removed from the container or package, in which it was obtained, shall be stored in a clean covered container except during necessary periods of preparation. • Container covers shall be impervious and non absorbent, except that linens or napkins may be used for lining or covering bread or roll serving containers. • Unless its identity is unmistakable, bulk food such as cooking oil, syrup, salt, sugar or flour not stored in the product container or packaged which it was obtained, shall be stored in a container identifying the food by common name. • Food not subject to further washing or cooking before serving shall be stored in a way that protects it against cross contamination from food requiring washing or cooking. • Package food shall not be stored in contact with water or un-drained ice.

The Ascott Limited Standards & Guidelines Department: Housekeeping Section: HSK – 7.2 Topic: Food and Beverage: Food Hygiene Date Created: June 2014 Revised: Page: 4 of 5 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. • Food shall be stored a minimum of 15 cm above floor, on clean shelves, racks, dollies or other clean surfaces in such a manner as to be protected from splash and other contamination. • Individual portions of food once served to a resident shall not be served again, except those packaged foods, other than potentially hazardous foods, which remain in their undamaged original packaging and which are still wholesome may be retained. • Sugar, condiments, seasonings or dressings intended for self service use shall be provided only in individual package or from dispensers that protect their contents. • Non-dairy creaming or whitening agents shall be provided in an individual service container, protected pour-style pitcher, or drawn from refrigerated dispenser designed for such purpose. • Food while being transported to another location shall be in covered containers or otherwise wrapped or packaged to ensure protection from contamination. Personnel • No person while affected with any disease in communicable form or while a carrier of such disease or while afflicted with boils, infected wounds, sores or acute respiratory infection shall work in any area of food service or any capacity where there is a likelihood of such person contaminating food or food contact surfaces. • The outer clothing of all employees shall be clean. • Employees shall maintain a high degree of personal cleanliness during all periods of the day. • Hairnets, headbands, caps or other effective hair restraints shall be worn to keep hair from food and food contact surfaces. • Employees shall keep their fingernails trimmed, filed and maintained so the edges and surfaces are cleanable and not rough. • Employee shall not wear fingernail polish or artificial fingernails when working with exposed food or unwrapped utensils unless wearing intact gloves in good repair. • Employees shall not eat or drink in food storage and preparation areas, or in areas containing exposed food or unwrapped utensils, or where utensils are cleaned and stored. • Employees shall not wear jewellery on their arms and hands while preparing food. It would be advisable not to even wear a single plain ring such as a wedding band during food preparation.

The Ascott Limited Standards & Guidelines Department: Housekeeping Section: HSK – 7.2 Topic: Food and Beverage: Food Hygiene Date Created: June 2014 Revised: Page: 5 of 5 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. • Employees shall not smoke or use tobacco in any form while engaged in food preparation or service of food. • Spoons, knives and forks shall be picked up and touched only by their handles. • Cups, glasses and bowls shall be handled so that fingers or thumbs do not contact inside surfaces or lip-contact outer surfaces. • Employees shall wash their hands and exposed portions of their arms with soap and water at the following times: • After touching bare human body parts other than clean hands and clean exposed portions of the arms; • After using the toilet; • After coughing, sneezing, using a handkerchief or disposable tissue, using tobacco, eating or drinking; • Immediately before engaging in food preparation including working with exposed food, clean equipment and utensils, unwrapped single – service and single use articles; • When switching between working with raw foods and working with ready-to eat foods ; • After engaging in other activities that may contaminate the hands • Or every 30 minutes • Employees are advised to use disposable gloves when handling with food items always.

The Ascott Limited Standards & Guidelines Department: Housekeeping Section: HSK – 8.1 Topic: Services for Residents: Resident Request Items 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 frequently requested items by the residents are available for quick delivery. • Items loaned to resident should be recorded in an items loan form with the guest’s initials. Charges only apply if the items are missing or intentionally damaged by guest. If not, items should be loaned out to guest on a complimentary basis. For Action: Housekeeping For Information: Guidelines: • Department Heads should monitor the request of the residents and ensure that frequently requested items are kept on hand. • These items may vary from property to property. • The following are recommended list of items to have on hand and to be recorded: • Adapters • Baby cribs / cots • Baby bottles • Baby bottle warmers • Baby high chairs • Bed boards • Bed rails • Card table • Electrical multi socket cords • Electrical appliances: rice cooker, dehumidifier, humidifier, heaters etc. • Foam pillows (non–allergenic pillows) • Heating pads • Hot water bottles • Nail clippers and Nail scissors • Pet food bowls/water bowls ( if pets allowed on property) • Bath seats and toilet seats for physically disabled and seniors • Prayer mats with compass • Rubber sheets • Scissors

The Ascott Limited Standards & Guidelines Department: Housekeeping Section: HSK – 8.1 Topic: Services for Residents: Resident Request Items 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. • Starch Spray for ironing purpose • All resident requested items should be logged in a Resident’s Request Log Book found in HSK – 12.11.1. Items to be given out to guests without the need of recording them: • Combs/Brushes • Emery boards/Nail file • Feminine Hygiene products • Shaving cream and Shaving razor (kit) • Toothbrush kit (individually packaged) • Toothpaste • All resident requested items should be inventoried on a monthly basis to ensure adequate supplies are maintained. • Residence is encouraged to create an Excel Spreadsheet with a shared folder with the Guest Service to track items as they are given out to the residents. • An example of the sample Excel Spreadsheet with Guest Service can be found in HSK – 12.11.2

The Ascott Limited Standards & Guidelines Department: Housekeeping Section: HSK – 8.2 Topic: Services for Residents - Resident’s Request 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: • All resident requests for items must be delivered within 10 minutes of the original call. For smaller properties that do not have employees to deliver the items, employees should indicate to the resident politely the number of minutes to deliver the items. For Action: Housekeeping For Information: - Guidelines: • Housekeeping staff / Guest Service Officer must record the resident’s request in the Resident’s Request Log Book. See HSK – 8.1. • Or enter in the Excel Spreadsheet if using the computer to track items. • Employee taking the request must reconfirm with the resident what item / service is to be performed: • Yes Sir / Madam (use guest name always), we will be happy to deliver a toothbrush to you in apartment 1002. • Yes Sir / Madam (use guest name always), we will be happy to send someone to assist you with your computer. • All items must be clean and in good repair with no signs of wear and tear. • All items must be presented in a professional manner. • Small items must be delivered on a small tray or in a small basket and presented to the guest. • Do not just hand over the item from your hand to the resident’s hand. • Offer to set up and explain how to use the item if it is a kitchen appliance or an item that may require some assistance. • A phone call to the resident or a personal interaction with the resident stating why the request cannot be met or informing the resident when he/she may reasonably expect the item to be delivered must be made within the time frames stated above. • Example by phone: “Good afternoon Mr. Smith. This is Nora from Housekeeping. I am sorry to inform you that we do not have any more combs at this moment. We will be able to provide the item for you in another half hour. Will that be acceptable?” • Example in person: “Good afternoon Mr. Smith. I am sorry to inform you that we do not have any more combs at this moment. We will be able to provide the item for you in another half hour. Will that be acceptable?”

The Ascott Limited Standards & Guidelines Department: Housekeeping Section: HSK – 8.2 Topic: Services for Residents - Resident’s Request 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. • Take ownership of the request. Make sure to follow through and verify whether the item / task has been delivered / accomplished even if it is the responsibility of another department. i.e. Engineering request etc. • Make sure the resident is happy.

The Ascott Limited Standards & Guidelines Department: Housekeeping Section: HSK – 8.3 Topic: Services for Residents: Guidelines for Meeting Rooms 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 offer a professionally organized meeting room for residents to use. • Standard items to be placed in the meeting rooms are to be decided by the Property Manager. For Action: Housekeeping, Property Manager For Information: - Guidelines: • All meeting rooms must be clean, organized and in good condition at all times, including the various types of equipment. • Meeting room set up: • Tables and chairs are available in the meeting rooms. • The set up should be arranged based on the residents’ request. • Technical equipment: • A contract must be established with an external company, where the technical equipment can be rented, as requested by the resident. • Telephone: • When the meeting room is occupied, a telephone should be installed and activated so that incoming and outgoing calls can be made. • The cost of the calls will be charged to the residents’ account. • The standard set up for refreshments during meeting breaks are as follows: • Coffee in a thermos. • Warm milk in a thermos • Hot water in a thermos • Tea bags in a box • Cold milk in a jug • Orange juice in a jug • Biscuits on a tray • Bottled drinking water • Meals can be ordered à la carte from outside restaurants and charged to the residents’ account. • The Housekeeping Public Area Attendant or Guest Service Officer removes dirty dishes after breaks. • The Housekeeping Public Area Attendant thoroughly cleans room after use.

The Ascott Limited Standards & Guidelines Department: Housekeeping Section: HSK – 8.4 Topic: Services for Residents - Duties Not Performed by Housekeeping Staff 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 housekeeping staff are aware of tasks they are not allowed to perform for the resident. For Action: Housekeeping For Information: - Guidelines: • Housekeeping staff are not allowed to: • Wash and dry residents’ clothing • Cook for the resident • Walk pets for the resident • Babysit for a resident without prior written approval from the Property Manager • Run errands for a resident without prior written approval from the Housekeeping Manager or Property Manager

The Ascott Limited Standards & Guidelines Department: Housekeeping Section: HSK – 9.1 Topic: Other Guidelines – VIP Guidelines 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. Standards: Definition of VIP: • VIP – an unhappy Resident or Clients / Corporate HODs / Potential or Important Clients / Journalists / Incentive Organizers / Decision Makers of wholesalers or Companies / Travel Agents / Honeymoon Couples / (Guest who pays Published or Higher Rates)*. *Note: Discretion of CGM / RGM / Area Manager • VVIP – 1. Global VVIP: Board of Directors of CapitaLand Ltd / Board of Directors of Ascott Residence Trust (ART) / CEO’s Of CapitaLand SBUs / AMC Members of The Ascott Limited / Singapore Government Ministers and Permanent Secretaries. 2. Local VVIP: Owners JV partners / Local Senior Government Officials within your cluster. Local VVIPSs can be tagged by the Property Managers. Outside Europe VIP / VVIP Guidelines No VIP Provision VIP L/GVVIP Remarks 1 Welcome Card signed by either PM / GM / Area Mgr / CGM / RGM Yes Yes Properties are able to select either Items 2 or 3 or 4. (CGM / RGM to decide base on guest preferences). The rest of the other items are compulsory. 2 Welcome Fruit Basket of min. 4 pieces (min 2 types Fruits) Yes - Welcome Deluxe Fruit Basket of min. 6 pieces. (min 3 types Fruits) - Yes 3 Local Candies /Chocolate Box – Small Yes - Local Candies / Chocolate Box – Big - Yes 4 Bottle of Wine (Replace with fresh juice if not appropriate) Yes - Bottle of Champagne (replace with fresh juice if not appropriate) - Yes 5 Amenities:(Dental Kit, Razor Kit, Comb, Shower Cap, Cotton Buds & Sewing Kit) Yes Yes

The Ascott Limited Standards & Guidelines Department: Housekeeping Section: HSK – 9.1 Topic: Other Guidelines – VIP Guidelines 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. 6 Management Welcome (RM or MOD) Yes Yes Management Welcome (Area Mgr / CGM / RGM) - Yes *where located in the same city Europe VIP / VVIP Guidelines No VIP Provision VIP L/GVVIP Remarks 1 Bottle of Water & Welcome Basket* Yes Yes 2 Housekeeping Full Cleaning Service Twice a Week* Daily* *To discretion of Area Mgr / RGM if daily or twice a week service is more appropriate. 3 Tissue Box & Bedroom Slippers Yes Yes 4 Amenities (Dental Kit, Razor Kit, Comb, Shower Cap, Sewing Kit & Cotton Buds) - Yes 5 Bathrobes (2nos. in Master Bathroom) Yes Yes 6 Management Welcome (RM or MOD) Yes Yes • To ensure each property properly recognizes the VIP residents. • Photos of proper set up and placement must be kept in the Housekeeping or Property Manager’s office for reference. • All VIP rooms should be prepared and ready for inspection 2 hours before arrival. For Action: Housekeeping or Property Manager (PM) For Information: Area Manager (Area Mgr), Country General Manager (CGM), Regional General Manager (RGM), Manager on Duty (MOD) Guidelines: • All VIP supplies must be placed in a designated spot. • Welcome amenities to reflect the prestige and cultural background of the residence. To take into account resident’s religious or cultural practices.

The Ascott Limited Standards & Guidelines Department: Housekeeping Section: HSK – 9.1 Topic: Other Guidelines – VIP Guidelines 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. • Children’s amenities (if children are accompanying the VIP) such as cookies and milk; corn flakes. (Suggested gift: Ascott / Citadines / Somerset Bear). Ensure each child is given a bear. • Housekeeping Manager is responsible for making sure that all gifts and welcome amenities are properly placed in the apartment prior to the arrival of the resident. • PM or MOD to check and confirm readiness of apartment prior to the VIP arrival. • PM or MOD to escort the VIPs to the apartment upon arrival. • The Guest Service Officer will do the check in procedures in the apartment. Record as many details as possible prior to arrival and offer a tour of the property at the resident’s convenience. • Ensure that during departure, PM or Manager on Duty is able to meet and bid a fond farewell, inviting the resident to visit again. • Note: The code in the Property Management System is ‘VIP’ and ‘LVVIP’. Code for ‘GVVIP’ has to be approved by Corporate Office. • Check with Corporate Customer Relations Department to ensure that property has the updated VIP list and other requests.

The Ascott Limited Standards & Guidelines Department: Housekeeping Section: HSK – 9.2 Topic: Other Guidelines - Welcome Basket 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: • The Welcome Basket must be presented with a Welcome Card signed off by the Property Manager. • Photos of proper set up and placement must be shown in the Housekeeping Office (if applicable) or PM’s office for reference. • Reception counter is to have local candies or sweets of premier quality. • For VIP Welcome Basket (Outside Europe), the Long Stay Welcome Basket (Outside Europe) shall be placed in addition to the other items listed in HSK – 9.1 VIP Procedures. For Action: Housekeeping, Property Manager (PM) For Information: Area Mgr (Area Manager), Country General Manager (CGM), Regional General Manager (RGM) Guidelines: Short Stay Welcome Basket (Outside Europe) Welcome Basket (Daily replenishment) Studio and 1Bedroom 2 Bedroom 3 and 4 Bedroom - Selection of Tea bags (English Breakfast Tea and Green Tea) 4 6 6 - Selection of Coffee and Decaf sachets 4 6 6 - Sugar sachets 4 6 6 - Creamer sachets 4 6 6 - Bottled water 2 x Small 4 x Small or 2 x Big 6 x Small or 3 x Big Note: Size of bottle displayed at the discretion of Area M / CGM / RGM, base on cost efficiency. Small bottle (+/- 300ml), Big Bottle (+/- 500ml) Long Stay Welcome Basket (**) (Outside Europe) Welcome Basket Studio and 1 Bedroom 2 Bedroom 3 and 4 Bedroom - Selection of Tea bags (English Breakfast Tea and Green Tea) 4 6 6 - Selection of Coffee and Decaf sachets 4 6 6 - Sugar sachets 4 6 6 - Creamer sachets 4 6 6 - Beverage (Soft drinks) 2 4 6 - Instant Noodles / Snack items 2 4 6 - Bottled water 2 x Small 4 x Small or 2 x Big 6 x Small or 3 x Big ** At the discretion of PM whether it should be replenished daily. PM may choose to provide a 5 gallon water dispenser instead of daily replenishment. Note: Premier Quality of Product and Brand for Bottled water / sachets of Coffee and Tea bags to be selected.

The Ascott Limited Standards & Guidelines Department: Housekeeping Section: HSK – 9.2 Topic: Other Guidelines - Welcome Basket 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. Long Stay Welcome Basket (Europe) Welcome Basket (One Time Welcome Item) Studio 1 Bedroom 2 Bedroom - English Tea bags 2 4 4 - Black Coffee sachets 2 4 4 - Creamer sachets 2 4 4 - Sugar sachets 2 4 4 Note: At the discretion of Property Manager whether it should be replenished daily. • No Welcome Basket for Short Stay residents for Europe residences unless Club, Prestige / Suites residents. • For VIP Welcome Basket (Outside Europe), the above Long Stay Welcome Basket (Outside Europe) shall be placed in addition to the other items listed in HSK – 9.1 VIP Procedures. • Welcome Basket must be presented in an appropriate container that enhances the overall appearance of the apartment, avoid cheap rattan baskets. • All packaging of food and beverage items must be in good, clean condition, free of signs of wear and tear. Fruits placed at the reception counter are fresh and well presented with no labels on the fruits. • Welcome Basket and Card must be placed in a designated spot in the apartment prior to a Resident’s arrival.

The Ascott Limited Standards & Guidelines Department: Housekeeping Section: HSK – 9.3 Topic: Other Guidelines - Resident Special Occasion 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 acknowledge a special occasion of our residents. • Individual residence / property is to identify a type of gift for the below mentioned events. The residence / property should have a Standard Operating Procedure (SOP) stating the gifts and the approximate budget set aside for it. • Some special occasions that the property may choose to recognize: • Resident’s Birthday • Departure Gift – applicable for Long Stay • Wedding Day • New Born Baby • Wedding Anniversary • Get Well Recovery For Action: Housekeeping, Property Manager (PM) For Information: - Guidelines: • It is the responsibility of all staff members to be alert for indications that the resident is celebrating a special occasion or has become ill. This information should be given to the Property Manager (PM) who will determine what the appropriate action should be. • The housekeeping room attendants are in the best position to acquire this type of information. • This is where the Life Heartware values of “local touch“ and “exceeding expectations” are easiest to achieve. • Property Manager must approve all gifts before sending to the resident. This is to ensure that the gift is: • Appropriate for the occasion. • Presented in a tasteful manner. • Accounting practices are followed. • More follow up is necessary i.e.: in the case of an illness.

The Ascott Limited Standards & Guidelines Department: Housekeeping Section: HSK – 9.3 Topic: Other Guidelines - Resident Special Occasion 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. • The Housekeeping Manager and the Property Manager should suggest specific gift ideas in advance. • Photos taken of the set up and proper placement. • Photos should be kept in an album for reference. • Pre planning saves time and makes the gift more spontaneous and timely. • Prices can be predetermined and approved by the PM making the process flow quickly. • Some gift suggestions: • Hand written note on quality bond paper • Tasteful cards signed by various staff members • Cakes/ cookies • Local souvenirs • Flowers • Alcoholic beverages where appropriate

The Ascott Limited Standards & Guidelines Department: Housekeeping Section: HSK – 9.4 Topic: Other Guidelines - Pest Control 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, public areas and back of the house spaces are free of insects, termites and rodents. • Housekeeping Manager (if applicable) or Property Manager must develop a pest control program that effectively keeps the apartments, public area spaces and back of house spaces free of insects, termites and rodents. • All areas must be sprayed with pesticides at least once a month in tropical climates and as needed in other climates. More frequent use of pesticides if the situation dictates. • Housekeeping must inform with a notice letter announcing the day(s) that the Pest Control vendor will be in the apartments. This gives the resident time to prepare. Notice Letter can be placed in lifts and lift lobbies. • The Pest Control letter has to be signed by the Property Manager. For Action: Housekeeping For Information: - Guidelines: • Pest Control operators must be escorted from room to room within each apartment by property staff. • For countries in Europe and Australia, the frequency of the Pest Control program should be done at least twice a year. • If resident would like to arrange a different time or day, make the necessary arrangements and note in the office log book. • Sample of Pest Control letter to the Resident can be found in HSK – 12.13.

The Ascott Limited Standards & Guidelines Department: Housekeeping Section: HSK – 9.5 Topic: Other Guidelines - Do Not Disturb & Double Locked Door 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 respect the resident’s wish not to be disturbed while ensuring that the resident’s well-being is established under certain circumstances. • Take note of the time the apartment was on Privacy or Do Not Disturb (DND) and write on the room attendant’s report. • After 12pm, place a ‘Do Not Disturb (DND) Acknowledgement Card’ (refer Marcom CI) under the apartment’s entrance door to avoid any possible dispute with the resident that their apartment was not serviced. • If the DND is removed, the apartment is to be serviced before the room attendant ends their shift. • A call can be made after 4pm into the apartment on the first day of DND or double locked apartments. • If no answer to the calls, the Housekeeping Manager and Property Manager or MOD, together with Security will ‘open’ the apartment door. This is to ensure the safety and well being of the resident. For Action: Housekeeping For Information: - Guidelines: ‘Do Not Disturb’ Guidelines • A ‘Do Not Disturb’ sign should be provided in all apartments unless there is an electronic ‘Do Not Disturb’ or Privacy display fitted in the apartment. • A resident who does not wish to be disturbed should hang the sign on the door knob outside of the apartment or may instruct the Guest Service Officer accordingly. • After 12pm, all requests not to be disturbed will be noted on the Housekeeping room attendant’s assignment sheet along with the time, and reported to the Housekeeping Supervisor or Manager. This will be shared with the reception for their information. • A ‘Do Not Disturb (DND) Acknowledgement Card’ (refer Marcom CI) should be placed under the apartment’s entrance door to avoid any possible dispute with the resident that their apartment was not serviced. • Before the Housekeeping room attendant ends the shift for the day, they are to check whether the DND sign is displayed. If the DND is removed, the apartment is to be serviced. If not, a remark with time noted on the report that apartment is still on DND.

The Ascott Limited Standards & Guidelines Department: Housekeeping Section: HSK – 9.5 Topic: Other Guidelines - Do Not Disturb & Double Locked Door 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. • After 4pm, if the apartment is still on DND, at least 3 attempts should be made to contact the resident. • Example: “Good evening, Mr. Smith. This is Ben from Housekeeping. I apologize for disturbing you. We were just wondering if you would like any housekeeping service today.” • Answer from resident is No: “Certainly, Mr Smith. Would you need any fresh towels? Thank you Mr. Smith, have a wonderful afternoon.” • Answer from resident is Yes: “Certainly, Mr. Smith. What time would you like your apartment to be serviced?” “Yes, Mr. Smith. We will be there at 5:45pm as per your request.” • If no answer after 3 attempts, the Housekeeping Manager and Property Manager or MOD, together with Security will open the apartment door. This is to ensure: • The well being of the resident. • The resident has not checked out of the apartment prematurely without notification. • The resident is not found unconscious or not in a normal physical state, then medical emergency procedures are to be activated. • The Property Manager or MOD accompanying the Housekeeping Manager should witness the entrance into the resident’s apartment and to help if there is a medical emergency. • Each apartment check should not take more than a minute. • Any resident that declines cleaning service, the Housekeeping room attendant and the Supervisor will indicate “S/R - Service Refused” by the apartment number on their respective assignment reports. • Cleaning of the apartment will only take place upon the resident’s request. ‘Double Locked Door’ Guidelines • The same guidelines apply for “Double Locked Door”. • Note: We should not assume when the door is double locked; the guest has refused service for the day. Always ensure that all double lock apartments are attended to the same day. • Floor assigned housekeeping room attendants should be observant to know their resident’s estimated cleaning times. They should alert the Housekeeping Manager if they observe that something is not right.

The Ascott Limited Standards & Guidelines Department: Housekeeping Section: HSK – 9.6 Topic: Other Guidelines - Breakage / Loss of Company’s Property by Resident 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 any damage or loss of items of the property by the resident is recorded and proper steps are taken to replace the item. • The Property Manager will determine the cost of replacement, whether the resident is required to pay for the damage or loss of the items and when the item is to be replaced. For Action: Housekeeping, Property Manager (PM) For Information: - Guidelines: • The room attendant must notify the Supervisor or Housekeeping Manager if they notice any of the apartment furniture or fixtures missing from the apartment or if any item is damaged. • If item missing is deemed of little monetary value then the item is replaced immediately without charging resident. Example: a piece of cutlery or crockery. • Supervisor must make a note on his/her paperwork for the day. • The Housekeeping Manager or Assistant Housekeeping Manager will notify the Property Manager if item damaged or missing is considered ‘’valuable’’ and action will be taken to replace the damaged or missing item. • The Property Manager will determine the following: • The cost of replacement. • If the resident will be required to pay for the damage or loss of the item. • When the item will be replaced. • Guidelines for informing the resident of the cost and payment options. • In all cases, if the resident is present when the housekeeping room attendant discovers the loss or damage of property, they should politely excuse themselves from the apartment and alert the Supervisor then continue their regular duties. • The Housekeeping Manager or Supervisor will then proceed with any necessary steps to be taken. • It is not the room attendant’s responsibility to question a resident.

The Ascott Limited Standards & Guidelines Department: Housekeeping Section: HSK – 9.6 Topic: Other Guidelines - Breakage / Loss of Company’s Property by Resident 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. • The Property Manager must speak with the resident to discuss the damage to the property item. • Resident might be asked to vacate apartment if damage or loss is significant. • Payment will need to be made in a timely manner. • Situation must be handled calmly and professionally. • Charge may have to be posted to the resident’s credit card if the resident has already checked out. • Housekeeping Manager or Housekeeping Supervisor must fill out a report for damages to the apartment.

The Ascott Limited Standards & Guidelines Department: Housekeeping Section: HSK – 9.7 Topic: Other Guidelines - Issuing of Guest Supplies and Cleaning Supplies 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 effective cost control of all guest and cleaning supplies. • A central storage will be the most effective control of guest and cleaning supplies. For Action: Housekeeping For Information: - Guidelines: • The most effective control of guest supplies and cleaning supplies is to store them centrally in the housekeeping area and to issue the required quantity to all employees on a daily basis. • The storage must be dry, properly shelved and lockable. • All cleaning products and cleaning materials must be neatly arranged and grouped together. • Only the Housekeeping Manager, Assistant Housekeeping Manager and employees designated by the Housekeeping Manager should have access to the storage room. • Each room attendant is to be supplied with a container. The container is replenished with the following cleaning products and cleaning materials to last for one day’s work. The room attendants pick the containers up in the morning when they report for work and return them at the end of the day. • Toilet cleaner • Sanitiser cleaner • Glass cleaner • Air-freshener • Liquid abrasive cleaner • Descaler • Vinegar • Carpet spotter • Window leather – checked for condition but not replaced every day • Blue sponge with white abrasive for bathroom • Red sponge with white pad for the toilet • Yellow sponge wit the white pad for the kitchen

The Ascott Limited Standards & Guidelines Department: Housekeeping Section: HSK – 9.7 Topic: Other Guidelines - Issuing of Guest Supplies and Cleaning Supplies 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 sponges to be checked for condition but not replaced every day • Rubber gloves – checked for condition but not replaced every day • Hand brush – checked for condition but not replaced every day • Cleaning cloth – ( several) exchanged every day • Garbage bags • Guest supplies to be issued: • Soap • Conditioning Shampoo • Shower Gel • Body Lotion • Dishwashing liquid/cubes • Printed materials to be issued. • Directories • Any catering service list • Residence Directory • Kitchen binder • Guest Comment Cards • Laundry bags • Do Not Disturb Cards • Note pads • Pens • Lost and Found tags • Housekeeping Attendant carts • Room maid carts • All the supplies should follow the cluster practice and be controlled via Stock cards. All disbursements and additions should be reflected on the stock cards. • Stock Card sample can be found in HSK – 12.17.

The Ascott Limited Standards & Guidelines Department: Housekeeping Section: HSK – 9.8 Topic: Other Guidelines - Odour Control 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 apartments smell fresh and clean and emit no offensive odours. • To place an ozone generator or ozonizer in the apartment to remove the bad smell when necessary. Do not use Ionizer as it is bad for health. • Resident’s should not be checked into an apartment with foul or smoke smell. For Action: Housekeeping For Information: - Guidelines: • All apartments must be free of any offensive odours prior to the resident’s arrival. • Smoke • Grease • Paint • Mould • Body odors • Cooking odors • All properties must have at least two Ozone Generator machines on property and in working condition. • All properties must have an odour neutralizing spray (not just a perfumed air freshener) on hand. Example sprays • Ecolab’s Air Repair Odour Counteractant / Deodorizer • Nilodor’s Nilium Odour Counteractant / Deodorizer • Johnson Diversey’s similar product • Room attendant must thoroughly clean kitchen to avoid greasy smell in the apartment. • Engineering staff should open and check drain pipe periodically to remove trapped items. • A drain cleaner should be used once every two months to help avoid problems with clogs and odour as well. • Housekeeping room attendant must thoroughly clean bathrooms. • A drain cleaner should be used in the shower drain every 2 months.

The Ascott Limited Standards & Guidelines Department: Housekeeping Section: HSK – 9.8 Topic: Other Guidelines - Odour Control 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 around outside of toilet bowl especially behind and on the floor around it. • Apartments should be periodically aired out by opening windows and letting fresh air into the rooms. • Any signs of mould or mildew anywhere in the room should be reported to engineering immediately. • Especially if on the walls, ceiling or under drains. It could be a sign of an even bigger problem to surface. • Pest Control should be used regularly to eliminate any unwanted bugs etc. • Use Insecticide spray if bugs are found during cleaning. • Alert Engineering if pest are found. • Use of an Ozone Generator Machine: • Do not use in rooms that have a high humidity factor. • It is ideal not to have pets or people in the room while machine is left on. • If you can smell the Ozone, it is alright and safe. Turn off the machine and leave the room to air out. • It is a great tool when used properly. • Using a “perfumed” air freshener only masks the problem and does not solve the odour problem.

The Ascott Limited Standards & Guidelines Department: Housekeeping Section: HSK – 9.9 Topic: Other Guidelines - Mattress Flipping / Turning 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 the longevity of the mattress and the hygienic quality of the mattress, the mattress should be turned or flipped regularly. • Mattress must be flipped every quarter. (Preferably during the 1st week of the quarter ie.Jan, Apr, Jul, Oct) • Jan – Feb – Mar • Apr – May – Jun • Jul – Aug – Sep • Oct – Nov – Dec • Non flipped mattress should be turned every quarter to ensure a well balanced mattress. • Log the completion date onto the yearly planner for that apartment. • Ensure mattresses are thoroughly vacuumed during the flipping / turning. For Action: Housekeeping For Information: - Guidelines: • Mattress should have printed label on two corners of each side of the mattress. • Must be opposite ends of the mattress and not identical to the opposing side. • Left bottom corner side one: Jan, Feb, Mar. • Right top corner side one: July, Aug, Sept • Left bottom corner side two: Oct., Nov., Dec. • Right top corner side two: April, May, June Side One Side Two Jan, Feb, Mar July, Aug, Sept Oct, Nov, Dec Apr, May, June Month print to be Inverted

The Ascott Limited Standards & Guidelines Department: Housekeeping Section: HSK – 9.9 Topic: Other Guidelines - Mattress Flipping / Turning 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. • Mattress must be thoroughly vacuumed when you flip / turn the mattress. • Check for any damage to mattress. • Check for any pest infestation. • Alert the Housekeeping Manager if any signs of pests are noticed. • Special attention should be given to the hygienic quality of the mattress as well as the bed pillows at this time. • Bed pads must be used on all mattresses. • Two people must flip the mattress as a safety precaution. • Housekeeping Supervisor must check the mattress each quarter to ensure policy has been adhered to. • For all non flipped mattresses, the mattress should be turned every quarter.

The Ascott Limited Standards & Guidelines Department: Housekeeping Section: HSK – 9.10 Topic: Other Guidelines - Apartment Safe Box Guidelines 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: • Apartment’s safe box must be left open in all vacant apartments. • If a resident is unable to open the safe box and requests assistance, the designated manager shall assist to open the safe box in the presence of the resident unless otherwise indicated and authorized by resident. • Follow Lost and Found Guidelines if items are not claimed by the resident. For Action: Housekeeping For Information: All Departments Guidelines: • Housekeeping Supervisor or Assistant Housekeeping Manager to check that all safe boxes are left open in all vacant apartments during the inspection process. • If the designated manager is required to assist in opening the safe box: • The resident is to initial on the form provided by Ascott to request for the opening of the safe. • No one is allowed to open a resident’s safe box without the permission of the resident and without them being present. • All requests to open a resident’s safe box should be recorded on the daily call sheet by the designated housekeeping employee, indicating who was sent to the apartment to assist the resident. • If a safe is found locked in a vacant apartment, the Manager-On-Duty, Housekeeping Manager as well as another Manager or Supervisor must be present when the box is opened. • Any item found must be photographed, itemized and stored in the property safe until claimed by the resident or Lost and Found guidelines time frames have expired. • Follow Lost and Found Guidelines if items are not claimed by the resident.

The Ascott Limited Standards & Guidelines Department: Housekeeping Section: HSK – 9.11 Topic: Other Guidelines - Safety and Security in the Apartments Date Created: June 2014 Revised: April 2015 Page: 1 of 2 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. Standards: • To ensure the safety and security of the staff working in the apartments. • Suspicious looking persons or those who behaves suspiciously on the floors must be reported to Guest Service or the Property Manager immediately. • Apartments must never be opened to strangers, even if they claim to be the occupant. They must be referred to the reception where, only after proper identification, a key will be issued. • In the event that the resident returns to the apartment when the room attendant is cleaning the apartment, request politely for the apartment key and test whether it opens the apartment door, to ensure that the resident is the rightful resident to the apartment. • Do not allow anybody to enter the apartment even if the person insists that they are the owner to the apartment without an apartment key. • Apartment with balconies – balcony doors should be locked at all times and a safety advisory signage should be displayed. Request to unlock / key(s) to balcony form HSK 12.18 is to be signed before the request can be carried out. For Action: Housekeeping For Information: - Guidelines: • Room attendants and other housekeeping staff are trained on a regular basis on what to do in case of a fire by the Security Department or local fire departments. • The Housekeeping Manager must test the room attendants and contract cleaners occasionally to ensure the staff remember the training. • Apartment corridors and staircases must be free of obstructions at all times. • Only the room attendant’s carts can be in the corridors during working hours, neatly arranged and placed on the side so that residents can easily pass by. • Apartment doors must never be left open at any time (room attendant is advised to work with closed door in occupied apartment and ‘Housekeeper at Work’ card displayed at the handle). • If an apartment key is left at the door, contact security or housekeeping supervisor.

The Ascott Limited Standards & Guidelines Department: Housekeeping Section: HSK – 9.11 Topic: Other Guidelines - Safety and Security in the Apartments Date Created: June 2014 Revised: April 2015 Page: 2 of 2 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. • Floor Linen Pantry doors must remain closed and locked at all times. • Never pass floor master key or master key to anyone. • If an apartment has a balcony, the doors should be locked with key at all times and a safety advisory signage should be displayed. Request to unlock or keys to balcony door form (HSK 12.18) is to be signed upon the request. • Signage should state the following: For your safety, balcony doors will only be unlocked upon your request. Children should be accompanied by an adult when using the balcony. • When the HSK 12.18 form is signed, the housekeeping supervisor can then proceed to have the balcony door unlocked or the keys handed over to the guest.

The Ascott Limited Standards & Guidelines Department: Housekeeping Section: HSK – 9.12 Topic: Other Guidelines - Resident’s Laundry Pick Up 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 that the resident’s laundry is picked up and processed in a timely and professional manner. This is for all residences outside Europe. • For all residences in Europe, residents are to bring the laundry down to reception for the laundry to be processed. Only for Club and Suite guests, the laundry would be picked up for processing. • 2 laundry bags and 2 laundry lists should be placed in the apartment. The bags and lists should follow the Marcom Corporate Identity Manual. • Depending on the contract agreement with the laundry cleaning contractor, properties will provide same day laundry service at no additional cost to the resident if the garments are picked up by 9 am. If not the same day service, the laundry should be returned the following evening. • Supervisors or linen attendant should take note of the guest departure date before processing in the event that the laundry will be returned the following evening. This is to ensure that we inform the resident whether an express service should be encouraged if the date of departure is the following day. • The Supervisor or linen attendant should inspect each garment for damage such as stains, tears or rips in the garments prior to processing. This role is to be performed by the laundry provider in some clusters. • Any damage must be written on the List and the resident must be informed before processing. • A Guest Defective Laundry Card must be filled. For Action: Housekeeping For Information: - Guidelines: • Two copies of Laundry / Dry Cleaning List and two pieces of Laundry / Dry Cleaning Bags must be provided in each apartment. • They should be placed in the wardrobe drawer or shelf. In the event that guests placed items in the location, place the lists and bags in a convenient location as decided by property manager. • Clusters may decide to place them on the beds of the master bedroom as to ‘encourage’ residents to send their clothes for laundry. • Please refer to Marcom Corporate Identity Manual for the Laundry List and bags specifications.

The Ascott Limited Standards & Guidelines Department: Housekeeping Section: HSK – 9.12 Topic: Other Guidelines - Resident’s Laundry Pick Up 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. • Items to be cleaned must be picked up within 10 minutes of the resident’s initial phone call. For properties that do not have a housekeeping person to pick up the laundry, politely inform guest to bring it down to reception for it to be processed. • Valet laundry items left in the apartment by the resident for pick up during the cleaning process will be treated within the time frame established in the laundry sheet • If a room attendant finds the laundry bag on the bed when he/she enters the apartment after 1pm. Items will not be returned until the following evening. (or as your residence standards dictate). • Housekeeping Attendant or Linen Attendant must use proper greetings to Resident when picking up and delivering laundry. “Good morning Mr. Smith. I am here to pick up your laundry. We will process this for you and return it this evening. Have a great day.” • Guidelines for service time required to process garments will be determined by the Housekeeping Manager and Property Manager prior to printing the Laundry / Dry Cleaning List. • It must be stated on the Laundry / Dry Cleaning List so that resident knows when to expect the items back. • All Laundry List must have a written disclaimer stating “Liability of loss or damage is limited to an amount not exceeding 10 times the cleaning value of the garment charged. All claims must be made within 24 hours after receipt of garments and must be accompanied by the original Laundry List” • The Supervisor or linen attendant must call the resident or leave a Guest Defective Laundry Card for the resident to call Housekeeping. • The card must be filled and returned to guest for signature. • Resident must agree that damage was pre-existing before processing. This is to avoid unnecessary damage claims after the garment has been processed.

The Ascott Limited Standards & Guidelines Department: Housekeeping Section: HSK – 9.12 Topic: Other Guidelines - Resident’s Laundry Pick Up 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. • See sample below of Guest Defective Laundry Card. Please refer to Marcom CI for latest update.

The Ascott Limited Standards & Guidelines Department: Housekeeping Section: HSK – 9.13 Topic: Other Guidelines - Resident’s Laundry Processing Guidelines Date Created: June 2014 Revised: Page: 1 of 4 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 resident’s laundry is processed in a timely and professional manner and that the resident’s privacy is protected. • Supervisor or linen attendant should inspect each garment for damages such as stains, tears or rips in the garments prior to processing. This role is to be performed by the laundry provider in some clusters. • A Guest Defective Laundry Card should be used at all times. For Action: Housekeeping For Information: - Guidelines: 1. All defects/damage must be written on the Laundry / Dry Cleaning List. • Resident must be informed prior to processing by a phone call or by leaving a Guest Defective Laundry Card (please refer to Corporate Identity Manual). • Resident must agree that the damage was pre-existing before processing and sign on the Guest Defective Laundry Card. This is to avoid unnecessary damage claims after the garment has been processed. 2. Laundry / Dry Cleaning List come in a four part form with the top page having a perforated section separating the top portion from the bottom section. • Top portion has a serial number that matches the serial number below the perforated section. • This allows the Linen Attendant (or other designated employee) to separate the top portion that has the resident’s name and apartment number from the bottom section that will be given to the contracted vendor. • This protects the resident’s privacy and confidentiality. 3. Once the garments have been inspected for defects, then bottom half of the laundry ticket may be removed and given to the vendor to use as an official receipt of the garments. 4. Make sure to match the number of garments noted on the laundry ticket and the actual number of garments in the bag.

The Ascott Limited Standards & Guidelines Department: Housekeeping Section: HSK – 9.13 Topic: Other Guidelines - Resident’s Laundry Processing Guidelines Date Created: June 2014 Revised: Page: 2 of 4 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. Use the Laundry Master Control Sheet to track the entire laundry process. • Apartment number • Residents name • Laundry / Dry Cleaning List serial number • Time at which garments were picked up from the apartment • The name of the employee who inspected the garments and verified quantity • Date when given to Laundry Vendor • Date when returned by Laundry Vendor • Name of employee who received the garments back from the vendor and inspected the workmanship • Date of delivery back to the Resident’s apartment • Name of employee who delivered the garments back to the resident’s apartment 6. Separate the Laundry / Dry Cleaning List into the correct sections: • Notice that the top portion has a serial number that matches the serial number below the perforated section. • Bottom portion of the top copy can be attached to the Laundry Vendor Collection Control List to be given to the vendor. Refer to HSK – 12.15.2. • Notice that this portion DOES NOT show the resident’s name. 7. Vendor should be instructed to follow all instructions given by the resident on the List. 8. Record all the necessary information on your Laundry Master Control Sheet. Refer to HSK – 12.15.1. • Put the top portion of 1st page of the Laundry / Dry Cleaning List along with the entire 2nd page into the correct date of the resident’s Laundry Notebook. • Give the 3rd & 4th page to the guest service to post to the resident’s account. 9. Follow the procedures below when handing over garments to the Laundry Vendor: • Make sure number of garments indicated on the Laundry / Dry Cleaning List matches the number of garments given to the laundry vendor.

The Ascott Limited Standards & Guidelines Department: Housekeeping Section: HSK – 9.13 Topic: Other Guidelines - Resident’s Laundry Processing Guidelines Date Created: June 2014 Revised: Page: 3 of 4 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. • Make sure all policies regarding dealing with defects have been followed. • Highlight any special instructions written on the list by the resident. • Make sure the vendor knows he/she is ultimately responsible for reading each List and following the instructions. • Fill out a Laundry Vendor Collection Control Sheet and make a copy of the form after it has been signed by the vendor at pick up. • Record in your Resident Laundry Notebook. 10.Set up of Resident’s Laundry Notebook: • Section one has the Laundry Master Control Sheet that is always on going. • Section two should be divided with day of the month file tabs. One for each day of the month (e.g. 1,2,3,4,5…..31). • An additional section could record daily revenue if necessary. 11.Guidelines for accepting garments back from the vendor: • Pull copy of Laundry Vendor Collection Control Sheet from the Resident‘s Laundry Notebook that corresponds with the day the vendor picked up the items. • Verify that the number of pieces of garments given by the resident matches exactly the number of pieces being given back by the laundry vendor match. • Check the workmanship of each garment and make sure it is packaged according to the standards. • Do not accept any garment that does not meet our standards. • Make sure there are no new defects not previously known to the resident on the garment(s). • Call the Housekeeping Manager or Supervisor if you discover that the vendor has damaged a resident’s garment. • DO NOT send it back to the resident before the Housekeeping Manager or Property Manager has spoken with the resident. • The vendor is financially responsible for any damaged garments not previously noted on the Laundry / Dry Cleaning List before processing. • Tick off each Laundry / Dry Cleaning List serial number on the Laundry Vendor Collection Control List that has been returned.

The Ascott Limited Standards & Guidelines Department: Housekeeping Section: HSK – 9.13 Topic: Other Guidelines - Resident’s Laundry Processing Guidelines Date Created: June 2014 Revised: Page: 4 of 4 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. • Enquire about any serial number not accounted for and establish when these garments will be returned. Make notation on the list. • After ensuring that garments have been processed professionally and accepting the delivery, mark the date in the Vendor Return Date column of the Laundry Master Control Sheet. 12.All resident’s Laundry Items should be delivered back to the resident at the most convenient time for the resident. In Europe, the guest should collect the laundry from the reception. 13.Record the date that the garments were delivered back to the resident’s apartment and also the name of the employee who delivered it on the Laundry Master Control Sheet. 14.The Housekeeping Manager should review this sheet on a daily basis to monitor the efficiency of the laundry vendor and Ascott staff. 15.Completed Laundry Master Control Sheets should be kept as a record for future reference for at least 3 months. 16.Laundry Master Control Sheet can be found in HSK – 12.15.1. 17.Laundry Vendor Collection Control List sample can be found in HSK 12.15.2.

The Ascott Limited Standards & Guidelines Department: Housekeeping Section: HSK – 9.14 Topic: Other Guidelines - Delivery and Presentation of Resident’s Laundry 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 valet laundry items are returned in a professional manner reflecting the high standards of service provided by the residence. • When returning resident’s laundry, if the resident is present, always ask for permission to place it in the wardrobe. For Action: Housekeeping / Guest Service For Information: - Guidelines: Folded Items • Contractor shall provide card paper collar stand, shirt board backing and place shirt in a thin plastic film cover for items to be folded. • Housekeeping / Guest Service will place the folded items on the bed in the master bedroom. • For Ascott branded residences, it is ideal to place in a wicker basket and placed on the bed in the Master Bedroom. • The room attendant removes the basket once the items have been taken out by the resident during cleaning service.

The Ascott Limited Standards & Guidelines Department: Housekeeping Section: HSK – 9.14 Topic: Other Guidelines - Delivery and Presentation of Resident’s Laundry 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. On a Hanger • Contractor will present properly ironed and buttoned shirts and pants on a good quality hanger, covered with a thin plastic cover. • Housekeeping staff will then hang the clothes on a wardrobe handle (if available). If not lay the hanging garments on the bed of the master bedroom. • If the resident grants permission, staff may hang the cleaned laundry in the wardrobe. • The designated housekeeping or guest service staff will place all the items in the master bedroom if there is more than one bedroom in the apartment, unless otherwise instructed by the resident. • For residences that do not have staff to return the cleaned laundry, ensure that residents are made aware that they need to collect their cleaned laundry from reception.

The Ascott Limited Standards & Guidelines Department: Housekeeping Section: HSK – 9.15 Topic: Other Guidelines - Grocery List 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: • Property / residences can offer a groceries list for their long stay residents to stock up the kitchen with certain food items. For Action: Housekeeping For Information: - Guidelines: • Contract with a local grocer who can deliver groceries on an “as needed” basis. Develop a grocery list with product code, description and price. • The list must be user friendly. • Faxed / email to long stay resident prior to arrival. • Reservations should try to get a response at least 24 hours prior to resident’s arrival. Inform the resident that items will be placed in the apartment in the most efficient manner within the time constraints of receiving the list. • Housekeeping Manager must ensure that all items on the Pre arrival Grocery Ordering Form are purchased and placed in the apartment prior to the resident’s arrival or at the earliest convenience. • Charges to be posted on the day of arrival. Resident will be charged if apartment reservation is cancelled within 24 hours of arrival. • Housekeeping Manager should enquire several local grocery stores and together with the Property Manager, enter into an agreement with one whereby the grocer will provide a detailed grocery list with product codes, descriptions and prices and deliver groceries on an “as needed” basis. • This grocery list, along with 3 copies of the Grocery Ordering Form, can be presented in a separate folder placed in the Kitchen. • Resident will fill up the form provided and enter in the Product Code and the Quantity. • Price per unit and total cost to be filled in by Housekeeping Supervisor or room attendant. • Room attendant will replace Grocery Ordering Forms as needed. • Pre arrival Grocery Request Form for long stay resident should be received from the Guest Service at least 24 hours in advance if possible. • Sample Grocery Ordering Form can be found in HSK – 12.16.1. • Sample Grocery List can be found in HSK – 12.16.2.

The Ascott Limited Standards & Guidelines Department: Housekeeping Section: HSK – 9.16 Topic: Other Guidelines - Housekeeping Storage Areas 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 proper accounting procedures are in place. • The area is neat and tidy and that all items listed on availability are stocked. • An inventory check of the items listed on availability must be completed each month and items replenished as necessary. • All items must be in working order, clean and free of dust. • Chemical storerooms must have water hook up and drainage. • All chemical Material Safety Data Sheet (MSDS) must be displayed in the chemical storeroom. • Stock cards or Bin cards should be used to facilitate the ordering process. For Action: Housekeeping For Information: - Guidelines: Resident Request Items Storeroom • The area where resident request items are stored must be clean, neat and tidy. • Shelves and/ or drawers must be clearly marked with the name of the items they contain. • Par stocks must be established by the Housekeeping Manager and these par levels must be maintained at all times. • Proper Bin Sheets or inventory tags must be maintained to facilitate the ordering process. Equipment / Chemical Storerooms • Areas where cleaning carts, other heavy duty equipment and chemicals are stored must be clean, tidy and well organized. • Carts should not touch each other as they are removed. • Heavy equipment must be easily accessible for safety reasons. • Carts should be properly stocked prior to storing for the day. • All Chemical Material Safety Data Sheet (MSDS) must be displayed in the chemical storeroom.