附件2 2009年度部门内部品牌推广 进程汇报会 部门:_88Xintiandi-88新天地_

主题 计划内容 执行情况 创意性地、 有效利用现有资源 Secure from the heart 用心利用现有资源 Emphasized to all staffs that guest amenities (tissue, match, etc) are strictly for guest usage only. 强调所有员工不得使用客用品。 Equipment stock check by daily to minimize the wastage and breakages. 每天检查设备存量，使消耗何破损降到最低。 Keep minimum beverage stocks for daily operation use. 保持最小量的饮料库存。 Keep minimum food stocks for the daily operation use. 保持最小量的食物库存。 During breakfast operation, fruit juices for the buffet line are poured only to half jug to minimize wastages, to refill after guest have consumed it. 早餐期间，自助餐台上的果汁只加到半桶，按客人需求量不断增加。 Stop hiring part-timer from 10th December depends on occupancy. 从2008年12月10日根据客房率考虑是否停止雇佣计时工。 Staffs have strictly comply to the implementation. Please refer below chart.员工坚决执行此项任务，详情件下页表格所示。 Training was given to all staffs accordingly, positive result was shown with minimum breakages and wastage. 给到所有员工相应的培训，结果显示损耗量达到最低。 Beverages stocks have been well controlled compared to 2008. Please refer below chart. 相比2008年，饮料库存量得到很好的控制，详情见下页表格所示。 Food stocks have been well controlled compared to 2008. Please refer below chart. 相比2008年，食物库存量得到很好的控制，详情见下页表格所示。 During breakfast, juices are being refilled according to the consumption. 早餐期间，果汁量得到很好的控制。 Effective from the 10th December 2008, we have stopped hiring part-time staff for breakfast period.从2008年12月10日已不再雇佣计时工。

88Xintiandi Cost Comparison Chart (2008 ～ 2009) Items 2008 2009 Variance (09vs08) Food 457,337.45 387,023.93 -15.30% Beverage 100,160.18 72,774.85 -28%

88Xintiandi Cost Comparison Chart (2008 ～ 2009) Items 2008 2009 Variance (09vs08) Fruit 209,865.30 173,944.60 -12.00% Guest Amenities 293,847.15 199,695.51 -32.00%

88Xintiandi Budget & Actual Comparison Chart Items Actual Budget Variance Variance (%) Cost of services-room 83,887.10 533,912.80 (450,025.70) -84.29% Utilities Expense (Energy Cost) 987,122.38 1,354,290.00 (367,167.62) -27.11% Cleaning Expense 257,195.44 644,900.04 (387,704.60) -60.12% Laundry Expense 41,215.21 498,699.24 (457,484.03) -91.74% Flower or Decoration or Plant Expense 131,910.00 192,825.16 (60,915.16) -31.59% Training and Development Expense 150.00 208,228.40 (208,078.40) -99.93% Ops equipment replacement Expense 47,677.50 353,058.00 (305,380.50) -86.50% Total 1,549,157.63 3,785,913.64 (2,236,756.01)

主题 计划内容 执行情况 创意性地、 有效利用现有资源 Secure from the heart 用心利用现有资源 Reorganized staff roster for daily operation. 重新制定员工上班时间表。 Minimize the quantity of food prepared based on the daily occupancy, but quality still maintained. 根据酒店当日客房率准备食物数量，但保证质量。 Fruits from housekeeping will be used for the breakfast operation and welcome fruits in guest room. 客房回收的新鲜水果将用于早餐及欢迎水果。 Change the fruits variety by using local fruits instead of import fruits, but maintained quality. 改变水果种类，用本地水果替代进口水果但保证质量。 Discussed with all the suppliers on the pricing and if possible to reduce. 与供应商协商，尽可能降低物品价格。 Air-con temperature should be controlled, turn off the air-con after restaurant closed. 随时控制室内空调温度，营业结束时空调也应关闭。 More training to the staffs as to minimize the wastage and breakages. 给予员工更多培训，将酒店消耗及破损降到最低。 Implemented and on-going practice. 持续进行。 Food quantity is prepared according to the day occupancy and managed to minimize the wastage. 食物数量都按每天的客房率进行预定，一面浪费。 managed to save up to RMB800/monthly. 每月节约约800元人民币。 By switching to local fruits instead of using imported fruits, fruits cost managed to save RMB500/monthly.使用本地水果，每月节约约500元人民币。 Negotiations with all supplier was carried out and agreement was reached. From May 2009, we managed to save around RMB20,000.2009年5月，与供应商重新制定价格并签约，共节约2万人民币。 On-going practice.持续进行。 On-going training is conducted for the staff awareness regarding the matter. 持续培训员工节约控制意识。

主题 计划内容 执行情况 创意性地、 有效利用现有资源 Secure from the heart 用心利用现有资源 Recycled the glass coaster and muddle. 循环使用杯垫及搅拌棒。 Emphasized all staffs to turn off water pipe after use to save the resources. 要求员工节约资源，清洁后关闭水龙头。 Emphasized all staffs to adjust lighting level for night operation, and turn off all the lights and electricity after working time. 要求晚班员工调节灯光，并在下班时关闭所有电灯。 Maintenance should be executed through daily operation. 实行每日日常维护保养。 Kitchen staff will alert for the electric equipment, turn off the power after using. 厨房员工必须警惕电器设备，使用后必须关闭电源。 New food items for breakfast are started from 11th December. Recipe and picture have been record, please reference the below recipe. 从12月11日开始,早餐开始提供新的食物。 Successfully recycled clean glass coaster, where 1 coaster can be re-used for more than 3 times.已执行并持续进行，每张杯垫可循环使用3次。 Briefing was given to all staffs and this is an on-going process.告知所有员工，并持续进行。 Briefing was given and on-going monitoring process.执行并持续进行。 Daily checking of all areas are being executed and any defective is reporting during work period.执行并持续进行。 Constant checking and monitoring of all electric equipments at work area to avoid high cost maintenance fee and accidents. 执行并持续进行，降低成本并减少事故。 Have introduce a new items, adding to the existing items line.创新食物种类。

主题 计划内容 执行情况 做好产品， 提高服务质量 Give from the heart 用心服务 Prepare some breakfast as package for early check out guest. 为提早离店的客人准备早餐。 Pay attention to the guest’s hobbies such as the guest is a left-hander, we can adjusting the set up for the guest. 注意客人习惯及喜好，根据他们习惯为他们服务。 Different set up, service or gift for different festival such as offer complimentary afternoon tea on Christmas day. 根据不同节日提供相应的服务及礼品，例如圣诞下午茶。 Take special care for the patient, sick or old guest such as offer more water, tissue, special food, single nice flower with the greeting card. 给予生病或年老的客人特殊的照顾，送他们鲜花和祝福卡。 Special items for child such as pillow, quilt, cot, baby shampoo, baby lotion. 提供婴儿用品，例如，baby shampoo, baby lotion。 Ask for the complimentary pressing service while RA or supervisor do the welcome tea service for the check in guest. 客人入住时为客人提供欢迎茶并提供熨烫服务。 Take-away breakfast is prepared for guest that is checking out before 0700hrs. This is an on-going practice. (i.e. Ms. IreneC Budlong, Mr. Jason Paul Saidoo & etc)已为很多客人做此服务，并持续进行。 I.e. Professor Thomas Leung, is a left handed person. During breakfast, certain cutlery & crockery are set-up on left side instead of right side.例如，梁博士习惯用左手，我们在早餐时，会按照他的习惯摆放餐具。 During Christmas, we have invited all guests to join a special complimentary Afternoon Tea session to celebrate the festival. 圣诞节邀请客人品尝圣诞下午茶。 One of our in-house guest, Ms. Michelle Williams was admitted at Parkway Hospital. We visited the guest by bringing some food and flower for her. Mr. Lewis Leland Whitney was having a neck ache, accordingly we have assisted him to Shu Guang Hospital for treatment.去医院拜访生病的客人，并带去食物和鲜花；陪同客人去医院看病。 Items are prepared and set-up in any room booked with infant guest. On-going practice.执行并持续进行，所有上述物品都将被安放在带有婴儿的房间内。 On-going practice, when the Superior/Room Attendant offer welcome tea to the guest, they will also inquired if the guest have any suit for pressing.执行并持续进行，为入住客人提供欢迎茶，并为有需要的客人提供熨烫服务。

主题 计划内容 执行情况 做好产品， 提高服务质量 Give from the heart 用心服务 Special service for every guest everyday such as shoe shine service, washing small items, clean the guest’s suitcase. 为客人提供特殊服务，例如擦鞋，清洗小物品等。 Offer the weather forecast information card and write down personal touch words on the card for the guest during do the turn down service such as: have more clothes because of the cold weather, drink more water because of the dry climate, and please don’t forget to take the umbrella before you go out. 作夜床服务时，为客人提供天气信息卡。 The card will be include some items’ information from the retail and open house for the guest to read. 客房内提供新天地零售部及屋里厢的信息供客人阅读。 Make some cheap and low cost gifts to the guest and set up differently during the guest stay. 制作低成本礼物赠予酒店客人。 In room check in . 安排房内办理入住手续。 Prepare the bills in advance for the check out guest. 提前准备退房客人的帐单。 During make-up room, if the Room Attendant will see if the guest’s shoe or etc is dirty, they will clean it for the guest. On-going practice.打扫房间时，为客人擦鞋等，执行并持续进行。 On-going process. For our guest’s advance information, for their planning and preparation. 执行并持续进行。 We have set-up the information regarding the Retail Shop in the guest information folder. 在房间内拜访新天地零售部册子。 Items i.e. 88 logo pin, special engraved nametag with guest name for VIP.为酒店重要客人制作88标志及名牌。 Due to the shortage of Receptionist, we were unable to carried out this task.因为缺少前台员工，故暂时无法执行。 Bills are printed before the guest proceed to Reception for check-out. On-going practice.执行并持续进行。

主题 计划内容 执行情况 做好产品， 提高服务质量 Give from the heart 用心服务 Check the nationality of the guest and prepare the special items for the guest without asking such as some religion guest. 检查客人国籍及习惯，提前为客人提供特殊用品，例如宗教方面。 Improve limousine service such as: in winter provide hot towels while the guest sitting in the car, clod towels for summer, prepares lotion, mineral water, different kinds of CD. 提高接送机服务，在车内为客人提供手巾，矿水及不同的CD。 Greeting the guest by their name special for check in guest. 和客人打招呼时称户客人名字，尤其时入住时。 Accompany guest to some place nearest to the hotel such as bank, restaurant, hospital… 陪同客人前往就近的银行，餐厅，医院等。 Airport pick up service for special or VIP guest. 为VIP客人或有要求的客人提供机场接送机服务。 Offer more information or service for the couple such as husband is go for work and wife is in the hotel, give some useful or interested information to the wife and suggest her to go out, let her feel warm and no boring. 为商住客人的家属提供尽可能多的实用信息及安排。 I.e. Mr. Amir Ali Mesforoosh, is a Muslim guest. During his stay we have set-up praying mats, new sets of cutlery & crockery and etc for usage. Mr. Amir Ali Mesforoosh是一位穆斯林客人，在入住期间，我们为他准备朝拜的地毯及摆放特殊的餐具。 Mineral water are set-up inside all assigned cars and have also prepared music CD for their listening pleasure during the journey to Hotel.接送机时，为客人提供矿水及CD。 Guest are being greeted by their last name when the guest enter the hotel for check-in.客人入住时，热情称户客人名字。 Assisting guest to places i.e. accompany Mrs. Chantal Marie Suzanne Berliet Ep. Merieux to O’Spa for massage, Mr. & Mrs. Gary Clark Biddle to Din Tai Fung for dinner & etc.陪同客人去临近的一些地方。如，陪同客人去Ospa做按摩等。 Can be arranged upon request during room reservation.按客人需要安排。 Given information regarding tours and etc to guest using their stay especially guest’s wife that are staying behind while their husband is out to work. (i.e. arrange Shanghai Day Tour for Mrs. Treacey & Mrs. Kane during their stay.给予商住客人的家属实用信息，如有需要可代为安排。

主题 计划内容 执行情况 做好产品， 提高服务质量 Sells from the heart 真心销售 Promotion on Room Rates for weekdays, weekends or complimentary upgrade for the follow mentioned:- 周末优惠价促销或为以下客人提供免费升级： Long stay guest 常住客人 Shuion Company Directors and etc. 瑞安公司董事及瑞安合作伙伴。(booking can be make via HR Department) Promotion on Room Rates for all owners of Casa Lakeview Service Apartment. (booking can be make via Ms. Irene) 公司合作伙伴促销价格。 Special gift for our top Corporate Guest. 为公司重要客人提供特别小礼物。 Conducting sales calls by visiting Companies and etc. 拜访公司客户。 Promoting the hotel through website i.e. Select Hotels, Travel Click and etc. 通过网站，杂志及报刊对酒店进行宣传推广。 Done, we have also offered 3Days 2Nights Value for Money Package to Travel Agents and Winter & Summer Holidays promotion.已完成，我们给到旅行社3天2晚的套餐价格以及冬、夏假日促销。 Special Room Rate was offered to Casa Lakeview guests. 针对翠湖的客人提供的优惠促销房价。 Items i.e. 88 logo pin, name tag, 3 set VIP gifts was set-up inside the room for VIP Corporate guest.持续进行，为重要客人提供88标志，名牌，3件套等。 During festive season i.e. Christmas, we have done sales calls and at the same time have also given a token of gift (homemade Christmas cookies) to them. While during Moon Cake festival, moon cakes and Xintiandi Red wine was given. 在节日期间，准备一些礼物去拜访公司客户，如圣诞小点，月饼等。 Advertising in magazines i.e. Newsweek, Go 40, La Maison De La Chine, Taiwan“MOOK”, Shanghai Culture & Shopping Highlights, Destinations of the World News Magazine, ABTA Magazine Europe edition, ITIMEMagazine, EXPAT Magazine, FIGARO Magazine, Google website. 完成并持续进行。

主题 计划内容 执行情况 做好产品， 提高服务质量 Promoting through Tele-marketing. 电话推广优惠活动。 Sells from the heart 真心销售 Promoting through Tele-marketing. 电话推广优惠活动。 Promotion for Corporate Accounts i.e. Price Water House Cooper, Corporate Avenue and etc, which is near by to the Hotel location. 为签约公司客户提供优惠活动。 As Christmas is just around the corner, special Christmas cookies will be send to all our Corporate Companies and special Christmas goodies for all their secretaries. 圣诞期间，为签约客户派发圣诞礼品。 Targeting VVIP guest during the New Year countdown party. 关注新年倒计时晚会的重要客人。 Organize a New Year Party for all guests. 为酒店客人举办新年倒计时晚会。 Special gifts set-up for our regular guests, VIP guests and etc, i.e. a bottle of house red wine, VIP gift (consists of passport holder, name card holder and luggage tag) and etc. 为经常入住及VIP客人提供特别礼物，例如，红酒及VIP三件套（护照本，名片包及行李牌）。 Sales call made to companies and Travel Agents, i.e. HuaMin,Westminster, Lotus, PWC and etc. On-going practice.执行并继续进行。 A very special rate was offered to PWC. 提供给PWC非常优惠的房价。 As a token of appreciation, during Christmas, we have prepared a special homemade packed cookies for them. 已完成并将持续进行。 A total of 8 rooms was booked during this year’s New Year celebration. 共预定了8间客房用于新年倒计时晚会。 Will try to organize New Year party for this year. 今年将为客人筹备新年晚会。 Done, we have also set-up a “Welcome home cookies” for regular guests. 已完成，我们还为常驻客人准备“欢迎回家”的饼干。

Healthstats International Pte 主题 计划内容 执行情况 做好产品， 提高服务质量 Sells from the heart 真心销售 Promotion through Hotel brochure where this brochure are given to the following to assist in promoting to their clients as follows:- 将酒店宣传册安放在以下地点，供客人取阅： placed on cars of our assigned transportation company. 车辆租赁服务公司 placed at all the restaurants within Xintiandi areas as a lot of people may not be aware that there is a hotel within the areas especially foreigners. 新天地餐厅租户及客服服务中心 Targeting our first timer guest, i.e. showing the hotel and the facilities available, VIP gifts and etc. To pay extra care, attention, service to all guest for them to continue coming back to our hotel and stay with us again. Most importantly to sign a corporate contract with their company. i.e. recently have successfully signed a corporate contract with Mr. John Possman. 做好首次住店客人的销售工作，以便带来更多潜在客人。 Hotel brochures are given to hotel’s assigned transportation company to placed inside their cars as a mode of advertising. 公司宣传手册被摆放在酒店汽车租赁公司的车上以用来宣传酒店。 Have manage to sign several new contracts with corporate company i.e. as below. On-going practice.以与多家公司签署合同，并持续进行中。 Company Name Room Nights in 2009 Lamborghini Shanghai 100 Room Nights THQ Company 94 Room Nights Healthstats International Pte 39 Room Nights