Hotel+Master+Critical+Path

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Risks and Issues Oriental Hospitality Consultants - OrientalHospitality.com

Key Issues to be Managed ImmediatelyItems Issue Action By Date

HOES long lead items to be ordered [F&B] PC/PK/SS PK Sep wk 2

Main & Beach kitchen to be designed and priced SS/AK meet Wed pm SS/AK 8th Sep

Patesserie to be designed and priced SS/AK meet Wed pm SS/AK 8th Sep

Maning Guide/ recruitment schedule K.Theera/ Nigel to lead TP/NT 10th Sep

Saving to server Immediate ALL Immediate

Exec Sous word of mouth - all team at least one phone call ALL

Exec Housekeeper word of mouth - all team at least one phone call ALL

Key Risks to be ManagedItems Risk Mitigating Strategy By Date

Some dept heads unlikely to be board for mass recruitmentChief Steward word of mouth ALLRestuarant Manager word of mouth ALLRoom Service Manager word of mouth ALL

Spa Manager word of mouth ALLChief Engineer Word of mouth. Khun Treepop, Chairman of HEA

Training venue to be found shortlist options to follow up TP/NT Sep wk 4

Training accomodation to be found follows training venue location TP/NT Sep wk 4

Opening date needs to be finalized Meeting Tues 7th Sept pm AK/KK/NT/AS 10th Sep

Computer system and PABX to be finalized Pending refs checks Carmen [FC]; quotations PC/AK 10th Sep

Staff Accomodation in Khao Lak finalized Arrange meeting 15-17th Sept [TP/NT] TP/NT Sep wk 3

All FOH Furniture to be finalized AK follow up AK Sep wk 2

Ability to take bookings from Sept 15th Meet / finalize 6-10th Sep PC/AS/BB/KK Sep 14th

Pre opening uniforms -order Follow up + T shirts PK Sep 10th

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Project

Critical PathAugust September October November December

Items Description Month Completed Comment Time Time Frame Time Frame Time Frame Time Frame4 Wk 1 Wk. 2 Wk. 3 Wk. 4 Wk 1 Wk. 2 Wk. 3 Wk. 4 Wk 1 Wk. 2 Wk. 3 Wk. 4 Wk 1 Wk. 2 Wk. 3 Wk. 4 Wk

Programme - Set opening date September AK/KK x - BOH Handover

Furniture and Accessories - Finalize rooms furniture September AK x - Finalize rest of resort furniture September x - Finalize accessories large art September x - Finalize accessories small September

Ironmongery - Locks/ keys operations policy September x

Signage - Confirm all signage requirements September x

IT Systems - Confirm systems/ companies September AK x - Location planning

Uniforms Design - Confirm design [mock ups back] September x - Preopening uniforms September x

Licences - BOH rebsubmission September x - Beach rebsubmission September x - Hotel operating licence September - Liquor licence September

Entrance Road - Assistance from public authority

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Finance



Organization and Recruitment - Agree F&A dept manpower guide, budget and recruitment date September x x - Agree recruitment plan September x - Mass Recruitment September x - Establish job descriptions and policy September x

Training -Agree training requirement for other depts September x -Prepare training for mass training September x -Mass training starts October x '-Accounting Systems Test and Staff Training

Accounts Documentation - Purchase Requisition September x - Purchase Order September x - Stock card September x - Folio Invoice September x - Receipt September x - Captain Order September x - Telephone Bill September x - Receiving September x - Petty Cash September x - Laundry Bill September x - Mini Bar Bill September x - Long Bill (F/B Outlet) September x - Miscellaneous September x - Inter Transfer Form September x - Other September x

Computer Systems -Decide computer systems for all depts September x -Reference check Carmen system x

HOES and Purchasing - Review HOES budget allocation September x - Prepare delivery schedule September x - Agree HOES long lead items September x -Negotiate final tenders for long lead items September x - Set up control procedures for HOES purchasing September x -Monitior HOES and PO Expenses Ongoing x x x x x x x x x x x x x x x x

- Negotiate final tenders for all HOES purchases September x

Store and Inventory Control - Establish inventory control system - Set up inventory/asset register for mock up room items September x - Set up asset register and coding of assets procedure September x - Set up temporary store in 29/91 and procedure September x - Set up store in Khao Lak and procedure September x

Standard Operating Policies and Procedures - Establish F&A SOP Manual November x - Establish payroll policy and control September x x x x - Establish banks accounts for staff in Phuket August completed - Establish banks accounts for staff in Khao Lak November x x x x - Credit card and bookings policy [Website launch 15.9] September x - Approve cancellation policy proposed by S&M [website launch 15.9] September x - Establish travel agents commission policy - Establish foreign currency exchnage rate policy - Establish rebate policy and procedures - Establish accounting and credit policies/ ageing analysis - Establish income audit procedures - Establish cheque signing procedures - Establish procedures for CAPEX expense - Establish accounting and credit policies/ terms of credit - Payroll Systems September x - Purchasing /Receiving System Control September x -Storage - Petty Cash System Control September x - Account Payable System Control September x - Cashiering and Point of Sale Systems September x - Establish Chart Of Account (Account Code) September x x - Designing Financial Report and Procedures/ Timelines September x x Balance Sheet September Profit & Loss [by 5th of each month] September Manager's/ Owners Report [Daily & Monthly] September

September x xOutsourcing, Franchising, Leasing -Review and agree plan for outsourcing/ franchising -Negotiate lease for shop rental and commission -Negotiate outsourcing for laundry

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-Negotiate outsourcing for SCUBA -Negotiate outsourcing for transporation/ airport transfer -Negotiate outsourcing for Pest control -Feasibility leasing Photocopier -Check need for outsourcing for Cleaning/ Stewarding

Utilities Contracts -Electricity -Water [trucks] -Telephone

Insurance -Propose insurances required -Property all risk -Third party liability [guest]

Licences and Permits -Determine and apply for necessary licences and permits -Hotel operating licence December x

Cash Flow Forecast - Monthly - determine forecasting lead indicators

Revise Taxation System October x - VAT - hotel tax Khaolak - spa tax - review benefits to move WRCL HO to Khao Lak - plan for corporate income tax efficiency

Budget Plan For Dec 2004 and 2005 October -Review and list questions August x -Agree manning guide power and budget per dept September x -Agree Staff Benefits & Other Related Payroll Expenses September x -Agree room rates and pricing September x -F&B revenue September x - Draft P/L by Dept -F&B September x -Rooms [incl. complimentary] September x -Spa September x -Sports and recreation September x -Engineering September x -S&M September x -Finance September x -Admin September x -HR September x -Training September x -Laundry September x -Telephone September x -Business Dept September x -Shop September x -Rental and Other Income September x -Working Capital Requirements October x -FFE Reserve October x -Depreciation and Amortization October x -Draft Budget Completed for first review by WRCL October x -Final budget for approval by WRCL November xPre-opening Expense Plan September x -Manning guide budget September x -HR and training budget September x -Office expenses September x -S&M expenses September x

Asset Register List November x x x - Set up asset register and coding of assets procedure - Calculate depreciation post opening

Risk Management Planing x-Contingency Plan e.g. SARS, terrorist action Post Opening

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Purchasing



HOES Obtain HEOS list by department with AK/KK Heads of Dept AugustIdentify delivery date required for each item from dept head August Finalize list of items required to have logo AugustContact suppliers for quotes AugustObtain samples as required AugustGain approval of import items AugustIdentify long lead items AugustPrepare delivery schedule for long lead items September xFinal negotiations for long lead items September xPlace order for long lead items September xPrepare delivery schedule for normal lead items September xFinal negotiations for normal lead items October xPlace order for normal lead items October x

BudgetAllocate HOES budget first draft by department August completedFinalize/ approve budget allocation by department AugustPrepare format to monitor expenditure vs. budget August

Monitor HEOS expenditure against budget Ongoing x x x x x x x x x x x x x x x x x

Prepare weekly update on HOES expenditure vs. budget Ongoing x x x x x x x x x x x x x x x x x

Delivery, Quality ControlReview and set up storage and security requirements SeptemberPrepare the required rubber stamps AugustSet up /approve receiving and quality control procedures AugustLiase with receiving officer on item specifications

Standard Operating Policies and ProceduresDetermine master spreadsheet format for HOES purchase AugustDetermine purchase order procedure AugustPayment procedures AugustGuarantees by vendors August

Purchasing DocumentationEstablish dossier format for pre printed forms

Training

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F&B



Organization - Manning guide agreed August x - Pre opening recruitment schedule August - Recruit all dept heads on board September x - Mass recruitment September x - Finalize job descriptions September on server x

TrainingPrepare F&B training plan August discuss NT xFinalize F&B training materials October discuss NT xPrepare all SOPs for job function October 95% discuss NT xClassroom training starts October xPractical training starts November xDry-run all outlets starts December x

Design - Finalize main & Inner Court kitchen design and budget August AK/SS Wed pm x - Finalize beach kitchen design and budget September AK/SS Wed pm x - Finalize set up for The Patesserie and budget August AK/SS Wed pm x - Finalize list of garden seeds/ garden design September completed x

Concepts - Prepare concepts for all outlets August KK feed back x x - Finalize table set up The Edge August APAC accessories/ x - Finalize table set up The Inner Court August APAC accessories/ x - Finalize music for all outlets October x x - Finalize live music for all outlets September x x - Prepare concept for excursions August concept completed x - Prepare concept for afternoon tea September concept completed x - Prepare concept for GM cocktail party September concept completed x - Prepare concept for cooking class August concept completed x - Staff Cafeteria September discuss w N & T

HOES - Prepare HOES list for purchasing [include F&B in rooms] August x - Review quotations and list to meet budget August x - Negotiate final tenders for long lead items September x - Negotiate final tenders for normal lead items September x - Receive equipment for practical training November x x - Finalize chef/ stewarding uniforms design and budget September x x - Finalize negotiations with coffee and coffee machine suppliers September K.Nid 2 more suppliers x x - Provision a training/dry run budget September x

Contracts - Finalize beverage contracts September x - Finalize dry store F&B list September Completed - Finalize food suppliers September ongoing x - Finalize daily market list September Completed

Menus - Prepare bar and cocktail list August Completed - Finalize menus for all outlets September Feedback x - Finalize menus for In Residence Dining September Feedback x - Finalize menus for Excursions September Feedback x - Liaise with Spa on beverage requirements September x - Prepare kitchen recipe cards for all menu items September x

Finalize selection of cigars & humidor September xFinalize welcome drink September CompletedFinalize S&M fam.group F&B September xList of refreshment center September CompletedFinalize beverage master list September xRecipes for bar list & cocktails September xPrice all menu items [P/L] September xCompetitive menu review September x x x

Christmas/ New Year xSet budget SeptemberAction plan September xF&B concept August xEntertainment September x xMenus August Completed xPrice menus [P/L] September X

Standard Operating Policies and Procedures - Prepare SOP Manual Post opening x - Prepare service standards for each outlet September x - Prepare all F&B forms August x - Prepare guidelines and budget for Staff cafeteria September x

Finance - budget and plan 2005 first draft September x - budget and plan 2005 final October x

HandoverHand-over main kitchen & outlets, punch lists October x xHand-over Inner Court kitchen & outlets, punch lists October x xDeep-cleaning kitchen & all outlets November xSet up all outlets November x

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HR



Maning Guide - Manning guide agreed September x - Pre opening recruitment schedule September x

Recruitment - Head of Dept recruited September x - Book venue for mass recruitment August completed - Plan mass recruitment activities September x - Implement promotion/ advertising for mass recruitment September x x - Mass recruitment September x - Employee orientation programme

Mass Training - Confirm expected numbers September x - Confirm venue September x - Confirm accomodation September x - Mass training scheduled October x

Email - confirm policy for email addresses

Uniforms - post opening - confirm numbers and sizes September x - preopening - confirm numbers and sizes September x

HR Budget 2005 - prepare 2005 budget September x

Employee benefits - Accomodation finalized Khao Lak September x - Housing policy - Medical policy [current plan finishes end Oct] October quotations x - Service charge policy post opening - Workers compensation fund - Employee canteen policy/ guidelines - Employee lockers policy/ guidelines - Others

Standard Forms and Documentation - Staff Handbook - Reference form completed draft - Interview assessment form draft - Sick leave draft - Annual Leave draft - Application form draft - Next of kin / personal data draft - payroll amendments - offer letter - Others

Standard Policies and Procedures - Job descriptions - personal goals - probation review schedule and procedure - performance appraisal procedure - personal employee files - payroll information to accounts x - grievance procedure - disciplinary procedure - every department to have SOP manual - termination, resignation, exit interviews procedure - employee identification policy - employee time clock policy - employee entrance and exit policy - health and safety accident reporting - emergency procedure - monthly report

Employee Relations - Employee comittees - Employee satisfaction tracking - plan social activities - notice board - service employee of the month - notice board

Security - Appoint chief of security - appoint security company

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Sales and Marketing



Marketing Communications-Website

-Website launch September x - confirm reservations and rates page September completed x - maximize metatext and search engines September x

- add psychometric for guest profile September

- advise target groups of launch [TAT] September x x

-Sales Kit -Salesbrochure September copy complete x -Sales folder September approved x -Fact sheet September

-check flights September x -confirm design team September x -confirm opening hours September x -confirm layout September x -print on specified paper September x

-Resort Master Plan - print September x -Room Layout Plans - print September x -Detailed Location Map and Travel Instructions - print September x -Rates Page - print September x -Promotions and Special Offers - print September x -Photos on CD rom September x -Confirm giveaways - Polo Shirt? Mouse pad? and qty/ budget. September x

-Publication - SLLH, DH, CHG September x x

Resort Collaterals -S&M phamphlet at resort October x -Postcard etc November

Pricing & Promotions -Set rates rack, internet, internet agent, contract, Japan September completed x -Set promotion packages September completed x -Set reservations and cancellation policy September completed x

Promotions Feb -April October x

#NAME? November ongoingx

Customer Relationship Management [CRM]-draft initial plan / ideas/ budget October x

Direct Email Database -WRCL partners

Internet Agents -shortlist internet agent for contract x x

Trade Fairs -JATA [23 -26th Sept Tokyo] September X -booth space September -accomodation and flights September -WTM [8-11th Nov] -booth space August completed -accomodation and flights September Kate x x -appointments before trade fair [confirm UK rep] September x -attend trade fair November -ILTM [6-9 Dec] -allocate budget and check closing date September x -booth space September completed -accomodation and flights September -appointments before trade fair September x -attend trade fair December x -ATF -check dates and closing date for booking September x -booth space September -accomodation and flights October -appointments before trade fair November -attend trade fair January -ITB [11-15th March] -book booth space November -accomodation and flights November -appointments before trade fair December -Others

Key Country Activities -Hong Kong -consider to appoint sales representative September x x

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-consider to appoint PR Company August completed -contact TAT August completed -shortlist key agents/ operators August first draft -complete first introduction to shortlisted agents September x -salestrip -Japan -consider to appoint sales representative September x -consider to appoint Charmimg Hotels Group September x -consider to appoint PR Company September -contact TAT September x -shortlist key agents/ operators September x x -complete first introduction to shortlisted agents September x -salestrip -Korea -consider to appoint sales representative September x -consider to appoint PR Company September -contact TAT September x -shortlist key agents/ operators x x x -complete first introduction to shortlisted agents September x -salestrip -Singapore -consider to appoint sales representative September x -consider to appoint PR Company September -contact TAT September x -shortlist key agents/ operators x -complete first introduction to shortlisted agents September x x -salestrip -UK -consider to appoint sales representative September x x -consider to appoint PR Company September x -contact TAT September complete -shortlist key agents/ operators September first draft x -complete first introduction to shortlisted agents September x -salestrip -Germany -consider to appoint sales representative September x -consider to appoint PR Company September -contact TAT September x x -shortlist key agents/ operators September x -complete first introduction to shortlisted agents September x -salestrip -Scandanavia -consider to appoint sales representative September x -consider to appoint PR Company September -contact TAT September x -shortlist key agents/ operators x -complete first introduction to shortlisted agents September x -salestrip -Switzerland -consider to appoint sales representative September -consider to appoint PR Company September -contact TAT September x -shortlist key agents/ operators x -complete first introduction to shortlisted agents September x -salestrip -Thailand -update TAT Phuket September x -update TAT Bangkok September x -prepare PR plan September x -shortlist key agents/ operators September x -complete first introduction to shortlisted agents September x -corporate channel Bangkok October -consulates/ embassies Bangkok October

Launch Events -soft opening [Thailand] x -grand opening

Budget 2005 -prepare S&M plan and budget 2005 September x x

Documentation -sales contract September x x -allotment and cut off period policy September x -sales call report format September x x -sales call frequency planner [+A,B,C] September x x

Competition -set up bench marking files October

Organization Structure -plan organization September x -schedule recruitment September -plan JDs September

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Standard Operating and Procedures

Reservations x xroom block/ allocation policyoverbook policy

Forecasting

Complimentary

Barter

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Guest Relations



Organization Structure -plan organization -schedule recruitment -plan JD for GRO -consider to hire 1 Japanese speaking GRO

Khao Lak Familiarisation -shortlist suitable excursions in the area -prepare list of external activities -prepare price strategy for external activities -prepare list shops in Khao Lak for guest -prepare list of external activities -gather local history on Khoa Lak area -gather any local folklore and stories on Khao Lak area -prepare list of external activities

Shop -shortlist shop options [Soul Asia, Dieter Locke...]

Training -prepare training for GROs

Fidelio trainingEmpowerment modelService recoveryLocal historyProduct knowledgeSpa knowledge & schedule a treatmentWhos who in The SarojinTelephone answeringEmergency medical procedure for guestsLibrary managementAirline contact personsAirport contact personsBasic IT hintsShedule for each GRO to dine in each outletShedule a guest room stay one night for each GRO

HOES -prepare VCD list -prepare library book list -prepare CD music list

Documentation -prepare guest profile with reservations -prepare GRO checklist for arrivals and departure -prepare The Sarojin guest compendium -prepare CD music list

Budget 2005

TO BE UPDATEDThe Sarojin - Khao LakPre - opening Activities Chart Opens : Dec-04

RM To Manage

Activity Start DeadlineF House Keeping Completed1 Executive Housekeeper on board 1st Aug 15th Aug2 Review drawings room layout designs 7th Aug3 Review Public Area Drawings 7th Aug4 Establish guest room and Suite set-up standards 31st Aug5 Establish manpower 15th Aug6 Establish Storage planning scenario 31st Aug7 Establish H/K supplies par stock levels 30th Sept8 Establish maid cart supplies 31st Aug9 Establish uniform design and requirement See Hr10 Select a tailor for uniform production 31st Aug11 Establish Linen par stocks 31st Aug12 Negotiate outside laundry charges with fincon see fincon13 Identify Gardening scope of work TBD14 Establish HEOS list 31st Aug

151 Establish maid assignment policies 30th Sept6 Establish maid key control system 15th Oct17 Determine cleaning schedule for outside contractor -rooms TBD18 Determine gardening scope N/A19 Determine guest laundry charges & Policy & Procedure 15th Oct20 Determine pest control services/schedule 30th Sept21 Determine linen/Uniform control procedures See HR22 Determine F&B linen distribution control procedures See Chef23 Establish uniform measurement schedule See HR24 Prepare punchlist for each type of guestroom See C/Eng25 Determine handover procedure from contractor See C/Eng26 Determine procedures for putting into inventory FF&E items See fincon27 Establish a manpower schedule for plotting of FF&E TBD28 Establish with Chief Eng procedure for Punchlist follow up 30th Oct29 Establish refreshment centre procedures of control 31st Oct30 Naming of host locker bags with HR See HR31 Determine issue of uniform issue/return procedures See HR32 Select an assistant Houskeeper & Chief Gardener 31st Aug33 Prepare training schedule for hosts 30th Oct34 Prepare simulation within department 30th Oct35 Establish quality standards for rooms, BOH and Guest areas 30th Sept36 Establish garbage removal schedule 30th Oct37 Establish room out of order procedures 30th Oct38 Establish with FO procedures on room blocking and turnover 30th Oct39 Procure sample bathroom amentites for guest rooms 31st Aug40 Prepare housekeeping manual 30th Nov41 Prepare lost & found procedure 30th Nov42 Initate a laundry trial run test 15th Nov43 Reccomend floral concepts - keep it simle and nature focused See GM44 Guest room preparation schedule for occupation by cluster 31st Oct45 BOH cleaning schedule implementation procedure 31st Oct46 Clerk telephone answering training on guest scenarios 15th Nov47 Mini bar procedures 15th Nov48 Work Orders managing of with engineering 15th Nov49 Floral standards - very minimal50 Heavy duty cleaning requirements each cluster and room type TBD51 Guest room printed items? 31st Aug52 Service standards 15th Nov53 Crtical Issues a list of 31st Aug54 Prepare room checklists 31st Oct

To BE UPDATEDThe Sarojin - Khao LakPre - opening Activities Chart Opens : Dec-04

Fincon To Manage

Activity Start DeadlineJ EDP Completed1 EDP Administrator on board 1st Oct 1st Oct2 Brief selection of PMS/POS/LAN 10th Oct3 Negotiate vendor service support agreement with DOS/FINCON 31st Oct45 Establish software licensing policies 31st Oct6 Determine security access levels/codes 10th Oct7 Prepare EDP reference manual 15th Nov8 Finalise PMS/POS/LAN configuration programme 31st Oct9 Establish schedule for printing & distribution of reports 15th Nov

10 Establish start up / shut down/back up procedures 31st Oct11 Test all cabling points 31st Oct12 Test system interfaces 31st Oct13 Simulate end of day closing procedures 31st Oct14 Simulate emergency recovery procedures 31st Oct15 System supervisor training 1st Nov 30th Nov16 Review PC/POS printers 1st Nov 10th Nov17 EDP reference manual compilation 1st Oct 15th Nov18 Test UPS for total system 15th Nov19 Organise with Fidelio user training classes 1st Oct 15th Nov20 System trial run TBD21 Obtain all warranties and set up maintenance schedule Oct 15th Nov22 Liase with F&B on menus input and management of same Oct 15th Nov23 Liase with DOSM on pre-opening packages/rate tarriff Oct 15th Nov24 Preventative maintenance programme 21st Nov25 Training of hosts in conjunction with HR Mgr Oct 30th Nov26 Work with DOSM & Rsvn Mgr on data input:Rates Packages Oct 1st Nov27 Online booking procedures and updating of information Oct Constant28 Service standards Oct 30th Nov29 Critical issues a list of Oct 21st Nov

TO BE UPDATEDThe Sarojin - Khao LakPre - opening Activities Chart Opens : Dec-04

GM To Manage

Activity Start DeadlineK ENGINEERING Completed1 Chief Engineer on board 1st Sept 1st Sept2 Review floor plan and layouts/ Discuss with GM 3rd Sept 7th Sept3 Review M&E drawings/Liase with contractor 7th Sept 15thSept4 Review landscape drawings/Liase with contractor 7th Sept 15thSept5 Review lighting drawings/Liase with contractor 7th Sept 15thSept6 Review kitchen drawings/Liase with Technicians 7th Sept 15thSept7 Check compliance with building codes 15thSept8 Prepare punchlist per zone With Housekeeper 10th Sept 20th Sept9 Prepare punchlist with H/K for each room type 15th Sept 20th Sept

10 Establish HEOS requirements11 Establish engineering inventory/control procedures Y/C 30th Sept12 Identify/Negotiate outside services/maintenance contracts 10th Sept 1st Oct13 Set up engineering store with stock listing Y/C 30th Oct14 Set up engineering workshop Y/C 30th Oct15 Establish equipment list and records Y/C 30th Oct16 Obtain warranties and necessary documents 10th Sept 15th Nov17 Establish preventative maintenance procedures Post/open Post/open18 Prepare engineering reference manual 1st Oct 15th Nov19 Test and commission plant equipment TBDC 15th Nov20 Establish M&E start upshut/dowm emergency procedures TBDC 15th Nov21 Confirm completion dates of landscaping TBDC 31st Oct22 Fire training schedule/ Fire team creation of 10th Oct 15th Nov23 Swimming pool cleaning schedule 1st Nov 15th Nov24 Swimming pool daily water testing procedures 1st Nov 30th Nov25 Flood prevention measures 1st Nov 30th Nov26 Generator training for duty engineers and GM 10th Nov 15th Nov27 Collate defects punchlist and follow up of with contractor 1st Oct Till Done28 Monitor beach for corrosion Constant Constant29 Establish maintenance and work orders procedures 15th Nov30 Key - System/ study drawings with contractor 1st Oct 31st Nov31 Handover / Commissioning schedule form contractors TBDC32 Critical issues a list of 15th Sept 21st Sept33 Establish chasing out schedule for contractor 15th Sept Till done

Hotel+Master+Critical+Path

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