DHR Guest Room Amenity Setup - Dr. Daniel G. Fuchs

Hotels & ResortsStandard Operating ProcedureHousekeepingUpdate: 02.07.08 / DHR-CO-HK-SOP-009DHR Guest Room Amenity Setup - Group StandardObjectiveThis SOP ensures the correct way of room amenity setup and quantities.Amenity layout may vary in certain aspects due to DHR property room inventory, size andlayout/design of rooms and its categories.All Room Categories - Basic setupBed Room King size or Twin bed configuration, pillows and cushions Bedside table(s) with lamp and lamp shades. Small bed or sofa bed with mattress and cushion, pillow setup (optional). Telephone/Control panel. TV cabinet with TV (minimum size of 29’’ with remote control, DVD player and remote controlwith TV program. TV(s) are preferably LCD or Plasma flat screens. Luggage rack/cabinet (not applicable if located in another area). Bed room and bathroom area(s) must be separated with roll-down window blinds (ifapplicable).Working/Dressing Table “Guest Service Directory” includes: “Room Service Menu”, “Rooms Directory” and the “DaraPhirom Spa Menu”. Note pad with hotel pencil/pen (boxed optional) Flower vase with fresh flowers Garbage bin Telephone directory Stationery right side: 3 x A4 letter paper with protected “Stationery” sign, 4 Dara Hotels & Resortsenvelopes with protected “Stationery” sign, 1 “Please Fix Card”. Stationery right side: 1 “Guest Questionnaire”. “Guest Questionnaires” in German and Japaneselanguage are available in Dara Hotels/Resorts and Grands. Stationery left side: 2 hotel stickers, 1 hotel brochure, 1 Dara Hotels & Resorts pen and 2postcards, one flyer promoting the Dara Phirom Spa. F&B flyer for promotion is located on the desk (if applicable). Third party advertisement in the room is not allowed (e.g. Dive centres, tailor shops etc.).Other In-Room Collaterals No other non-Dara Hotels & Resorts items are placed in the bathroom and in the room. Dara Hotels & Resorts note pad and pencil are placed on the table, next to the telephone. Telephone extension information is placed behind or next to the telephone. One still mineral water (500ml) including price tag is placed on each bed side table. Spa advertisement is placed on the bed side table. Voice mail instruction is located behind the telephone. “Movie Guide” is located on top of or next to the TV (if applicable). Dara Hotels & Resorts standard promotion stand is placed on the working desk (if applicable). “Yellow Pages” are located in a desk drawer.© This material is copyright protected and is property of Daniel G. Fuchs and Stephan Faessler. Reproduction without permission is prohibited. 1

Hotels & ResortsStandard Operating ProcedureHousekeepingUpdate: 02.07.08 / DHR-CO-HK-SOP-009DHR Guest Room Amenity Setup - Group StandardCloset 8 regular hangers (4 in each side)/ 12 regular hangers (Resorts) 4 trousers hangers (2 in each side)/ 6 trousers hanger (Resort) 2 extra pillows on upper shelf 2 Umbrellas Slippers (packed and sealed) are placed in the wardrobe. Slippers are not re-usable. In-room Safe: Safe instruction is either written on the safe or placed inside the safe. Basket and information paper for “Complimentary shoeshine” are placed inside the wardrobe,on the floor. Items for laundry and pressing services are placed in a compartment, inside the wardrobe.Right shelf: Turn down tray Laundry items consist of 2 A4 paper for dry cleaning, 2 A4 paper for regular laundry and 2laundry bags. 2 Breakfast door knob menus 1 Sewing kitMini-Bar Counter top: Ice bucket with ice tong and cover (if applicable). A hand bottle opener is supplied in the refreshment centre (mini-bar), fixed to the exterior. Plastic stand for kiosk and mini bar is placed in front or on top of the bar or kiosk, facing theguest.Top Shelf: Mini bar prices list 2-4 DHR complementary drinking water with bottle neck tag (depending on room occ 1 Tea kettle Coffee Cups and tea spoon (depending on room occupancy) with underliners/saucers Sugar Bowl (4 coffee mate, 4 tea bags, 4 white sugar and 4 brown sugar, 2 sugar substitute orsimilar and 4 dairy cream) 4 Cocktail napkins (paper with DHR logo) Wooden tray for mini bar set up (if applicable) Gin, Vodka, Johnnie Walker Red Label, Hennessy Cognac VSOP and one local whisky Chips/ Mixed nuts or dried fruits Condom Smints or similar Mosquito Repellent Aspirin Local Map (if applicable) Private personal mini-bar items as requested by the guest© This material is copyright protected and is property of Daniel G. Fuchs and Stephan Faessler. Reproduction without permission is prohibited. 2

Hotels & ResortsStandard Operating ProcedureHousekeepingUpdate: 02.07.08 / DHR-CO-HK-SOP-009DHR Guest Room Amenity Setup - Group StandardRemark:Other merchandising products depending on DHR property; such as children articles, teddybears/animals matching the location and country, spa products, handicrafts, jewellery, bottle opener,textiles, etc...Inside Cabinet - Left Top Shelf: Dessert knife/Dessert plate/Dessert fork/Dessert spoon (depending on room occupancy)Under Shelf with Wooden Tray: 2 Beer glasses on coaster 2 Highball glasses on coaster 2 Rock glasses on coasterRefrigerator with mini-bar items as the following:Small bottle of white and red wine (with screw cap)Small bottle of sparkling wine or Champagne (if applicable)Imported beer and local beerCoca Cola and Diet Coke or Pepsi and Pepsi LightSprite or 7UpFanta or MirindaSchweppes Tonic and SodaIce Tea (preferably Lipton)Japanese or Chinese Green TeaMixed fruit juice and orange juiceHealthy juice such as guava or mango etc.Sparkling mineral water (preferably Perrier) and one still mineral water (preferably Evian)Chocolate bars (Snickers and Mars)Chocolates/”Friandise” of the House in DHR wrapping/packaging boxesBath room amenitiesDara Hotels & Resorts bathroom amenities selection consist of: Emery board, sewing kit, cottontips, body lotion, conditioner, shampoo, 3 different bath oils, disposable bag, shower cap, 2small soaps and toothbrush kits (unless room occupancy is higher).Each bathroom contains two water glasses. The glasses are covered with a plastic lid.Bathroom features one digital scale.Make up counter, if applicable (pairs of 2 unless room occupancy is higher or as specified below): 1 Cotton container 1 Tissue box Bath towels Hand towels Face towels© This material is copyright protected and is property of Daniel G. Fuchs and Stephan Faessler. Reproduction without permission is prohibited. 3

Hotels & ResortsStandard Operating ProcedureHousekeepingUpdate: 02.07.08 / DHR-CO-HK-SOP-009DHR Guest Room Amenity Setup - Group StandardBath room amenities - ContinuedBathtub Area (1 pc unless room occupancy is higher or as specified below): Ceramic tray for amenity setup Bath foam, conditioner, body lotion, shampoo (bottles) 2 Bathing oil bottles Burner with matches and smelly oil 2 Bath towels 2 Hand towels 2 Face towelsToilet Area: 1 Toilet paper roll hanger (with 2 spare toilet paper rolls in the bathroom cabinet) 1 small Garbage binShower Area: Tray setup with bottles (if applicable) Bath gel, conditioner and shampoo container or bottles, filled up to ¾. Towel hook or hanger Shower mat (for security reasons)Balcony Balcony table Balcony chair(s) Armchair with cushion (optional) Ashtray Cloth hanger line (optional) Pictures/wall paintings/decor (optional)Remark: Shoeshine Complimentary shoeshine service is available to every guest. Shoes are returned as per guest request. For overnight service, shoes are returned by 07:00 or the time designated by the guest. Shoes are returned in appropriate bag or basket.Remark: Pillows Additional pillow selection “a la carte” may be available in selected DHR brands.Remark: Pre-Ordered Private Mini Bar Items (prior to guest arrival) Pre-ordered private mini bar item(s) service prior to guest check in is available to all guests. Pre-ordered private mini bar item(s) service may not apply to some DHR Petit properties due to itsexclusive or secluded location. Pre-ordered private mini bar item(s) are fully paid according to sales price prior to arrival and record afterconsummation send to Front Office/Reservations. Private mini bar must be setup at least 2 hrs prior to guest arrival in their mini-bar. Beverages and cold items are setup in the refrigerator, all other product on the kiosk/bar counter.© This material is copyright protected and is property of Daniel G. Fuchs and Stephan Faessler. Reproduction without permission is prohibited. 4

Hotels & ResortsStandard Operating ProcedureHousekeepingUpdate: 02.07.08 / DHR-CO-HK-SOP-009DHR Guest Room Amenity Setup - Group StandardSuites/Executive FloorLiving room Dinning table and chairs with flower vase setup. Luggage rack Sofa bed in the living room with cushions and pillows. Sofa table in front of the sofa bed with carpet/mat. Bar cabinet with mini-bar, under and top shelving, under-counter built-in mini-bar. Television cabinet with additional LCD/Plasma Television with remote control and TV program. DVD player/ HIFI stereo with remote control I-Pod station and PC station (optional, if applicable).© This material is copyright protected and is property of Daniel G. Fuchs and Stephan Faessler. Reproduction without permission is prohibited. 5