2010 GLOBAL OPERATING STANDARDS This book or any part hereof may not be reproduced without the written permission of the publisher. Suggested additions, deletions, or changes should be directed to the following address: Doubletree Hotels Brand 7930 Jones Branch Drive McLean, VA 22102 This material was developed and prepared by the Doubletree Hotels Brand. It is for use by those hotels that are operating under license from Doubletree Hotels Brand or its applicable affiliate or designee. Doubletree Hotels, Inc. (“Doubletree”) is an affiliate of Hilton Worldwide, Inc. Do not remove this page. The service marks used in this manual are owned by Hilton Worldwide, Inc., and/or its subsidiaries. Doubletree Hote®ls OnQTM Doubletree® CARE © Copyright 2010 Hilton Worldwide. All rights reserved. Effective January 1, 2010 2010 GLOBAL OPERATING STANDARDS i
TABLE OF CONTENTS PREFACE.................................................................................................................................VI CURRENT REGIONS..............................................................................................................VII 1 DOUBLETREE BRAND ICONS: CARE & THE COOKIE..................................................1 CARE........................................................................................................................2 THE DOUBLETREE CHOCOLATE CHIP COOKIE...................................................4 2 GUEST SERVICE EXPERIENCE......................................................................................5 100% SATISFACTION GUARANTEE........................................................................6 GUEST ASSISTANCE DEPARTMENT.....................................................................7 EMPLOYEE BEHAVIOR & APPEARANCE...............................................................7 CHECK-IN & CHECK-OUT EXPERIENCE................................................................9 TELEPHONE SERVICES.........................................................................................12 SPECIAL SERVICES & GUESTS REQUESTS........................................................14 GUEST TRANSPORTATION SERVICES.................................................................16 MEETING & EVENT SERVICES..............................................................................17 HOUSEKEEPING.....................................................................................................19 GENERAL RULES OF OPERATION........................................................................21 3 RESERVATIONS & REVENUE MANAGEMENT..............................................................25 TEAM MEMBER TRAVEL PROGRAM.....................................................................26 HILTON FAMILY TRAVEL PROGRAM.....................................................................27 RESERVATION SERVICES & TRAVEL PLANNER STANDARDS...........................28 FRONT OFFICE BUSINESS STANDARDS..............................................................34 FINANCIAL REPORTING / ACCOUNTING / PAYMENTS........................................36 GENERAL RULES OF OPERATIONS......................................................................37 Effective January 1, 2010 2010 GLOBAL OPERATING STANDARDS ii
TABLE OF CONTENTS 4 HOTEL FACILITIES..........................................................................................................38 BUSINESS CENTER................................................................................................39 EXECUTIVE LEVEL & LOUNGE STANDARDS.......................................................40 POOL AREA.............................................................................................................42 FITNESS CENTER...................................................................................................42 SPA EXPERIENCE..................................................................................................45 RESORT EXPERIENCE...........................................................................................48 GIFT SHOP..............................................................................................................48 SIGNAGE & FLAG DISPLAY....................................................................................49 LANDSCAPE MAINTENANCE.................................................................................50 EMPLOYEE LOUNGE..............................................................................................50 DMX.........................................................................................................................50 ATM (Automated Teller Machines)...........................................................................50 GENERAL RULES OF OPERATIONS......................................................................51 5 GUESTROOM & BATHROOM EXPERIENCE..................................................................52 ROOM AMENITY AND SUPPLY REQUIREMENTS.................................................53 IN-ROOM SAFES.....................................................................................................64 TELEVISIONS..........................................................................................................64 IN-ROOM ENTERTAINMENT SERVICES................................................................65 6 HOTEL QUALITY & CORE STANDARDS........................................................................67 DESIGN SUBMITTAL...............................................................................................68 MINIMUM PERFORMANCE STANDARDS..............................................................68 QUALITY ASSURANCE & CORE BRAND STANDARDS.........................................69 WAIVER PROCESS.................................................................................................71 HILTON ENVIRONMENTAL ANALYSIS & TRACKING (HEAT)...............................71 GENERAL QUALITY STATEMENTS.......................................................................72 Effective January 1, 2010 2010 GLOBAL OPERATING STANDARDS iii
TABLE OF CONTENTS 7 HHONORS & CRM...........................................................................................................73 HHONORS REQUIREMENTS..................................................................................74 HILTON HHONORS ELIGIBLE CHARGES, RATES & BENEFITS...........................79 CUSTOMER REALLY MATTERS (CRM).................................................................80 8 SAFETY & SECURITY......................................................................................................84 LOSS PREVENTION................................................................................................85 Fire Safety System Requirements............................................................................92 9 INSURANCE & CONCESSIONAIRE................................................................................96 INSURANCE REQUIRED DURING CONSTRUCTION............................................97 INSURANCE REQUIRED DURING OPERATIONS..................................................99 GENERAL REQUIREMENTS.................................................................................103 ADEQUACY OF INSURANCE................................................................................104 CONCESSIONAIRE AGREEMENTS.....................................................................105 10 EMPLOYEE TRAINING..................................................................................................106 MANDATORY TRAINING.......................................................................................107 11 FOOD & BEVERAGE EXPERIENCE..............................................................................111 GENERAL RULES OF OPERATIONS....................................................................112 RESTAURANT.......................................................................................................114 DOUBLETREE BREAKFAST.................................................................................115 IN ROOM DINING..................................................................................................120 BEVERAGE SERVICE...........................................................................................123 "TO GO" SERVICE.................................................................................................123 12 TECHNOLOGY EXPERIENCE.......................................................................................124 PUBLIC AREA TELEPHONES...............................................................................125 TELEPHONE SERVICE VENDORS (USA Region Only)........................................125 Effective January 1, 2010 2010 GLOBAL OPERATING STANDARDS iv
TABLE OF CONTENTS TELEPHONE PRICING INFORMATION................................................................125 TELECOMMUNICATIONS ACCESS (USA & CAN Regions Only).........................127 GUEST ROOM TELEPHONES..............................................................................127 VOICE TELECOMMUNICATIONS HARDWARE....................................................129 CALL ACCOUNTING SYSTEM..............................................................................130 NETWORK ACCESS..............................................................................................131 THIRD-PARTY COMPUTER EQUIPMENT AND SOFTWARE...............................131 HOTEL TECHNOLOGY..........................................................................................132 INFORMATION SECURITY STANDARDS.............................................................133 HIGH SPEED INTERNET ACCESS (“HSIA”) SERVICE..........................................138 GENERAL RULES OF OPERATIONS....................................................................142 13 BRAND MARKETING & SALES....................................................................................143 ADVERTISING AND PROMOTIONS......................................................................144 CROSS-PROMOTIONS / CO-OP MARKETING.....................................................144 ADVERTISING CREATIVE.....................................................................................144 WEB SITES............................................................................................................144 BRAND TRADEMARK USE...................................................................................150 GUEST ACCESS AND PRIVACY POLICY.............................................................150 DISTRIBUTION STANDARDS...............................................................................154 SALES & eSALES STANDARDS...........................................................................155 IDENTITY STANDARDS........................................................................................155 This Global Operating Standards Manual identifies Doubletree Hotels-specific Full Service Brand Standards. Effective January 1, 2010 2010 GLOBAL OPERATING STANDARDS v
- CONFIDENTIAL - INTRODUCTION For use by Doubletree hotels only PREFACE The Doubletree Brand Standards Manual ("Manual") has been developed to provide the Owner of the hotel (as defined below) with the required minimum standards, procedures, rules, regulations, policies and techniques (the "Brand Standards") of the Doubletree system (the “System”). All references in this Manual to “Owner” refer to the Owner operating under a License Agreement or Franchise License Agreement (which may be the owner of the hotel) or to the owner under a Management Agreement, as applicable, with the Brand (or Commitment Agreement to issue a license) (the “Agreement”). All references in this Manual to the “hotel” refer to the hotel that has been provided with this Manual. At times this Manual imposes obligations on the “hotel.” Owner is responsible for ensuring the hotel’s compliance with those obligations. All references in this Manual to the “Brand” refer to Doubletree Franchise LLC, or its designee, if the hotel is designated as a USA hotel. Otherwise, these references refer to Doubletree International Franchise LLC or its designee. All references to Hilton Worldwide refer to Hilton Worldwide, Inc. These Brand Standards are subject to change, amendment, or supplement from time to time by the Brand. Also, the Brand has the responsibility to ensure compliance with the Standards and the authority to grant exceptions to the Brand Standards, as it deems appropriate and in the best interest of the System. To achieve and maintain high standards of quality and service and associated goodwill for the System, it is essential that the Owner strictly adhere to all elements of the System including, without limitation, the Manual and the License Agreement. The Owner must comply with and maintain the Brand Standards at a level equal to or greater than the requirements set out in this Manual. Violation of any of these Brand Standards by the Owner could be deemed, at the Brand's sole and absolute discretion, a substantial and material violation or default of the Owner’s Agreement, and it would be the responsibility of the Brand to take the necessary action to protect the integrity of the System. In addition, the Brand is committed to maintaining these Brand Standards in the Doubletree hotels under its management. This Manual is the property of the Brand and is provided to the Owner for use and reference during the term of its Agreement. In order to maintain this Manual in a current status, additions and modifications to this Manual will be posted at a web site, of which the Brand will provide the Owner notice, or will be sent to the Owner, and the Owner must comply with these additions and modifications to the same extent as if set forth in this Manual at this time. For the avoidance of any doubt, any such additions or modifications set forth at such a web site are incorporated herein by reference. The Owner must maintain the confidentiality of the Manual. Upon termination of the Agreement, the Owner must return this Manual and all other confidential material owned, created, or used by the Brand without retaining any photocopies. At or about the time Owner executes the Agreement, the Brand will place Owner in a Region as set forth on the following page. The Region that Owner is placed in is within the sole and absolute discretion of Doubletree and may be modified from time to time. Owner must comply with all Brand Standards applicable to that Region, which includes those Brand Standards that are not limited by Region. For the avoidance of any doubt, if the applicability of a Brand Standard or a section of a Brand Standard is limited to a specific Region and the Owner has not been placed in that Region, then the Brand Standard or section, as the case may be, is not applicable to the Owner. Conversely, if the Owner has been placed in that Region, the Owner must comply with the Brand Standard or section. Effective January 1, 2010 2010 GLOBAL OPERATING STANDARDS vi
- CONFIDENTIAL - INTRODUCTION For use by Doubletree hotels only CURRENT REGIONS Canada Region CAN United States Region USA Mexico Region MEX North America Region NAM (CAN, USA, MEX collectively) South America Region SAM Central America Region CAM Caribbean Region CRB Central / South America, Caribbean Regions CSACRB (SAM, CAM, CRB collectively) United Kingdom / Ireland Region HUKI Europe Region EU Middle East / Africa Region MEA Asia Pacific Region AP CONVERSIONS TOOL Length 1 inch [international, .] = centimeters 1 foot [international, .] = centimeters 1 yard = meters 1 mile [international] = kilometers Volume 1 ounce [US, liquid] = milliliters 1 ounce [US, liquid] = ounce [UK, liquid] 1 pint [US, liquid] = milliliters 1 pint [US, liquid] = pint [UK] 1 gallon [US, liquid] = liters 1 quart [US, liquid] = liters Weight 1 ounce = grams 1 pound (lb) = kilograms Area 1 square foot = square meters 1 square yard = .84 square meters Suggested additions, deletions, changes or questions regarding this Manual or System policies and requests for approvals, consents and waivers must be directed to the Brand's corporate office at the address listed below: Doubletree Hotels Attn: Brand Standards Department 7930 Jones Branch Drive McLean, VA 22102 Do not remove this page. The grant or denial of an approval, consent or waiver is within the Brand's sole and absolute discretion. All references in this Manual to the United States or the . refer to the United States of America. All monetary amounts set forth in this Manual are stated in . dollars. Effective January 1, 2010 2010 GLOBAL OPERATING STANDARDS vii
1 DOUBLETREE BRAND ICONS: CARE & THE COOKIE CARE DOUBLETREE COOKIE CONFIDENTIAL - for use by Doubletree hotels only Questions regarding the contents of this Manual may be directed to the following address: DOUBLETREE HOTELS Attn: Brand Standards Department 7930 Jones Branch Drive McLean, VA 22102 (703) 883-1000 Effective January 1, 2010 2010 GLOBAL OPERATING STANDARDS 1
- CONFIDENTIAL - CARE & THE COOKIE For use by Doubletree hotels only CARE Every Brand hotel must participate in the CARE Program (as outlined in the CARE Guidelines), which is the cornerstone of our guest service commitment. The program objective is to gain customer preference and loyalty, which in turn increases customer referrals and repeat business. CARE is a tool to analyze a hotel’s focus on the customer from the customer’s perspective. Each employee is expected, on a daily basis, to know the Value of the Day and to practice and genuinely demonstrate the Brand Promise Values in all employee and guest interactions. CARE reinforces employees who deliver outstanding hospitality and service. The points of service standards for CARE are as follows: C Caring A Attentiveness R Responsiveness E Empowerment CARE COMMITTEE Each Brand hotel must have a CARE Committee chaired by the General Manager, with the following employees required to participate in the CARE Committee: Front Office Manager or Assistant Front Office Manager; Executive Housekeeper, Assistant or Supervisor; Restaurant Manager, Assistant or Supervisor; Chief Engineer, Assistant or Supervisor. All departments must be represented on the committee for a total of 12 to 15 members. The CARE Committee meets monthly and establishes monthly service action plans. Recommended tools for the CARE Committee include the Doubletree Balanced Scorecard, Doubletree Brand Promise Scorecard (Moments of Truth), SALT Priority Report, Employee Survey, and Quality Assurance Report. The goal of the CARE committee is to achieve measurable and continual improvements in Guest Service, Community Events, and Employee Activities. CARE EVENTS The CARE Committee must sponsor a minimum of two (2) employee events each quarter. These events should be used to share the CARE Committee’s vision and to celebrate successes. Appropriate photos and announcements of each event should be maintained and submitted with the quarterly CARE Packet. CARELINE Each Brand hotel must maintain a CARELINE telephone extension that is to be answered 24 hours a day to handle guest requests or complaints immediately. The Brand requires that the CARELINE extension be featured on a dial button on the guestroom telephones. The goal of the CARELINE is to resolve guest requests or complaints within 15 minutes. Follow-up calls must be made to the guest by the individual who answered the initial call to ensure 100 percent satisfaction. A CARELINE Response Activity Log on which all calls must be recorded must be in place, and must be maintained for 30 days. All calls to the CARELINE must be documented. The CARELINE must be promoted in all guest and meeting rooms with a tent card. If the meeting room does not have a flat surface for a tent card, the information may be posted on a professionally produced sign. That sign must match the hotel’s signage package. CARELINE Information must also be included in the Guest Services Directory. Effective January 1, 2010 2010 GLOBAL OPERATING STANDARDS 2
- CONFIDENTIAL - CARE & THE COOKIE For use by Doubletree hotels only The CARELINE for meeting rooms may ring directly to the group services office. A person must answer all calls. If the office is unmanned for any reason, the calls must be forwarded to an extension that is manned. If the CARELINE for meeting space is handled in the group services office, a separate CARELINE Response Activity Log must be kept. The CARELINE Response Activity Log binder must be available to Quality Assurance for inspection. Advise each guest at check-in that any needs may be addressed by contacting staff via the hotel’s CARELINE. Include the extension number or speed dial instructions. CARE SCOREBOARD Each hotel must have a CARE Scoreboard. The CARE Scoreboard is a bulletin board used to keep employees informed and to publicize various Brand measurements. At a minimum, the following items are to be posted each month: most recent SALT scores, CARE Committee monthly meeting minutes, and employee and community service activities. The CARE Scoreboard should be prominently displayed in a high-traffic employee area (such as the break room or cafeteria). BRAND PROMISE VALUES Each hotel must participate in the Brand Promise Values program. Each day of the week we have a specific Brand Promise Value that everyone at every hotel must focus on. By focusing on the same Brand Promise Value across the Brand, we create a unified focus that strengthens our Values. The Brand Promise Values do not change from week to week. They remain steady so we can further enhance our ability to “Deliver the Brand Promise.” Brand Promise Values – Definitions: Monday: Welcoming We welcome every Guest and Employee with a warm greeting and a smile; using their names and offering further assistance. Tuesday: Knowledgeable We train one specific operational / Brand Standard that impacts Guest satisfaction, in order to provide consistent service. Wednesday: Attention to Details We take pride in our own appearance, in our hotel’s cleanliness, and we focus on every detail to ensure quality. Thursday: Empowered We never say “No” to any request. We demonstrate a “Can Do” attitude to find other options to exceed Guest and Employee expectations. Friday: Attentive We take a moment to engage with every Guest and Employee to make them feel valued and to anticipate their needs. Saturday: Helpfulness We actively seek opportunities to offer assistance to every Guest and Employee. Sunday: Appreciation We show our gratitude by expressing our appreciation to our Guests and Employees. Examples of specific actions for each Value can be located in OnQ Insider / Channels / Brands / Doubletree / CARE. Effective January 1, 2010 2010 GLOBAL OPERATING STANDARDS 3
- CONFIDENTIAL - CARE & THE COOKIE For use by Doubletree hotels only Hotels and their employees must not attempt to solicit scores from guests at any time or in any way including the use of posters or other forms of guest communication (written or verbal). This includes soliciting comments and/or reviews for third-party scoring media (., TripAdvisor). Any internal guest surveys must be approved by Brand Management. The "10" Program is currently under review. THE DOUBLETREE CHOCOLATE CHIP COOKIE One complimentary, warm freshly-baked Doubletree Chocolate Chip Cookie must be presented in the Brand approved Doubletree cookie bag to all arriving guests upon check-in. At a minimum, the number of cookies given at check-in should match the number of guests occupying the room. Cookies must be presented to guests with a smile and a warm welcoming statement. Cookies must not be presented simultaneously with the room key, but rather as a separate, hand to hand exchange during the check-in process. To ensure cookies are delivered warm, each Brand hotel must have a cookie warmer located at the front desk area. Hilton Supply Management (Productivity & Sourcing) is the designated supplier of the cookie warmer. COOKIE SUPPLIER NAM Region: Christie Cookie Company of Nashville, Tennessee, provides the chocolate chip cookie dough. The Doubletree cookie is to be purchased through Hilton Supply Management’s (Productivity & Sourcing) primary distributors only. HUKI, MEA, AP, EU, CSACRB Regions: Hilton Supply Management (Productivity & Sourcing) will locate a primary distributor in these markets to ensure quality consistency. Where not possible, the hotels will be provided the Doubletree Cookie Standard, which will include preparation and baking instructions. USA Region: All hotels must feature a Baker’s Rack and the required Baker’s Rack display (five glass containers filled with Cookie ingredients; one Cookie counter card; one pack of Cookie rack cards in holder; Cookie tins and large bag). The Baker’s Rack must be placed in a visible location such as near the Front Desk or the Restaurant entrance. All Other Regions: All hotels must feature a Cookie display placed in a visible location such as near the Front Desk or the Restaurant entrance. Cookie display should include Cookie tins, Cookie collateral (if available in local language) and Cookie ingredients displayed in decorative glass jars. Cookie ordering information must be available upon request. All full-service restaurants must offer a minimum of one (1) dessert featuring the Doubletree Chocolate Chip Cookie. The cookies must be featured on In Room Dining and catering menus. All hotels must comply with all collateral, presentation, promotional and other program requirements as outlined in the Cookie Standards Manual. Hotels must make cookie tins or similar Brand approved gift packs available for retail sale. The retail cost of the tin or gift pack may not exceed $ USD (or equivalent for Non USA Hotels). Cookies requested individually via the front desk must be provided to the recipient free of charge. Effective January 1, 2010 2010 GLOBAL OPERATING STANDARDS 4
2 GUEST SERVICE EXPERIENCE 100% SATISFACTION GUARANTEE GUEST ASSISTANCE DEPARTMENT EMPLOYEE BEHAVIOR & APPEARANCE CHECK-IN & CHECK-OUT EXPERIENCE TELEPHONE SERVICES SPECIAL SERVICES & GUESTS REQUESTS GUEST TRANSPORTATION SERVICES MEETING & EVENT SERVICES HOUSEKEEPING GENERAL RULES OF OPERATION CONFIDENTIAL - for use by Doubletree hotels only Questions regarding the contents of this Manual may be directed to the following address: DOUBLETREE HOTELS Attn: Brand Standards Department 7930 Jones Branch Drive McLean, VA 22102 (703) 883-1000 Effective January 1, 2010 2010 GLOBAL OPERATING STANDARDS 5
- CONFIDENTIAL - GUEST SERVICE EXPERIENCE For use by Doubletree hotels only 100% SATISFACTION GUARANTEE Every Brand hotel and each of its outlets must participate in the 100% Satisfaction Guarantee and unconditionally deliver high quality accommodations; friendly and efficient service; and clean, comfortable surroundings to each guest. Our first objective is to solve any guest issue quickly, sincerely, and in a manner that completely satisfies the guest. If a guest is not completely satisfied – regardless of the reason – the guest must be compensated in a manner that completely resolves the complaint or not be charged for that night's stay. To implement this unconditional guarantee effectively, each hotel must adhere to the following: • Authorize each hotel employee to act on the Guarantee when needed, and give all hotel employees the authority to deliver the Guarantee without requiring additional management approval. • Prominently display, in the Guest Services Directory, a Hotel Welcome Letter that speaks to the hotel’s commitment to service excellence and how to reach the CARELINE if there is a problem that needs to be resolved. • Hotels with OnQ PM must record their 100% Satisfaction Guarantee service recoveries by using either the revenue or non-revenue Service Recovery functions in OnQ PM. • Maintain, at the hotel, a 100% Satisfaction Guarantee file, which must include complete backup documentation and any other pertinent information related to an adjustment. Hotels with OnQ PM can use the Service Recovery Tracking report available in OnQ PM as a log. • All incidents resulting in guest dissatisfaction must be resolved at the hotel level. If a guest contacts the Guest Assistance Department with a complaint, the hotel will have the responsibility to resolve the complaint within 48 hours of notification. If the hotel does not notify the Guest Assistance Department with a resolution within the 48 hours, or if Guest Assistance intervention is required to satisfy a guest, an intervention fee will be charged to the hotel in addition to any adjustment. Refunds must be billed at the actual amount refunded. "Be My Guest" charges must be billed at the predetermined system-wide rate. These charges will be due to the Brand within ten (10) days of the invoice date. Effective January 1, 2010 2010 GLOBAL OPERATING STANDARDS 6
- CONFIDENTIAL - GUEST SERVICE EXPERIENCE For use by Doubletree hotels only GUEST ASSISTANCE DEPARTMENT The Brand maintains a Guest Assistance Department to facilitate guest satisfaction. The Guest Assistance Department will forward guest comments to each hotel as they are received. These guest comments are to be handled in the following manner: A. Hotels must respond to guest complaints and/or inquiries within 48 hours of receiving the complaint/inquiry. B. When Guest Assistance issues a “Be My Guest” card on behalf of the hotel responsible for the complaint, the hotel will receive all backup documentation and will be invoiced for payment at the predetermined rate. Payment will be due upon receipt of the invoice. C. Receiving hotels that accept the “Be My Guest” card will be reimbursed for the actual cost of the guest’s room and tax for the night, as booked on the reservation. The accepting hotel will be reimbursed for these room / tax charges by submitting an original folio and "Be My Guest" card to the following address: Doubletree Hotels Brand Guest Assistance Department 755 Crossover Lane Memphis, TN 38117-4900 A response to all guest complaints, whether received by mail, email, in-house comment card, or posted on the Satisfaction and Loyalty Tracking web site, must be made within two (2) business days. Complaints and responses must be kept on file for three (3) months. EMPLOYEE BEHAVIOR & APPEARANCE At all times, employees must be aware of the 100% Satisfaction Guarantee and perform their job duties to ensure that each guest is completely satisfied. To support the Guarantee, employees must always: A. Give guest service the highest priority; and B. Display professional behavior at all times. 1. Refrain from quarreling. 2. Avoid offensive or impolite language. 3. Refrain from chewing gum, smoking, or eating except in designated areas. 4. Do not use alcoholic beverages or illegal drugs. 5. Refrain from speaking with another employee or acquaintance, either by telephone or personally, in the presence of a guest. 6. Do not use cell phones, IPODS, or PDAs in guest view (unless business related). All employees delivering services (front desk, guest services, housekeeping, maintenance, food & beverage, and kitchen personnel as well as limousine and van drivers, etc.) must wear clean, well maintained, clearly identified uniforms. At all times while on duty, all employees must wear nametags imprinted with no more than two lines. The mandatory items on the tags are the employee’s name and the Brand logo. The only other optional authorized items for imprinting on the name tag are as follows: • Last name • Title (applies only to management personnel) • Hometown/state/country If the hotel has entered into a lease with a nationally recognized brand name restaurant, then the restaurant lessee may allow restaurant employees to wear its company nametag. Effective January 1, 2010 2010 GLOBAL OPERATING STANDARDS 7
- CONFIDENTIAL - GUEST SERVICE EXPERIENCE For use by Doubletree hotels only Employees must be neat, clean, and well-groomed at all times. This Standard includes, but is not limited to, shoes, clothing, hair, and personal hygiene. Each Brand hotel must conform to any updated uniform Standards as elected by Brand. This includes approved uniform styles and suppliers. USA Region: All new uniform purchases must be from the Doubletree Uniform Program (program information available on OnQ Insider). All Other Regions: All new uniform purchases must be approved by Brand Management All security personnel (in-house or contract) must be in an approved security uniform. Contract security are to wear their company-approved uniform with identification on the uniform. There must be no solicitation of tips by any employee; however, gratuities, when offered, may be accepted. Tip jars and/or seed money (tip money left in customer view) are not permitted. Any tips accepted by a employee must be removed out of the direct line of service and kept out of the view of the guest. Hotels and their employees may not solicit guests for donations (including donations benefiting charities). Special cases may be considered with prior Brand approval. Effective January 1, 2010 2010 GLOBAL OPERATING STANDARDS 8
- CONFIDENTIAL - GUEST SERVICE EXPERIENCE For use by Doubletree hotels only CHECK-IN & CHECK-OUT EXPERIENCE Guest check-in must be expeditious and friendly. If the guest cannot be served immediately, advise the guest that there will be a brief wait and thank him/her for his/her patience. USA Region Only (not applicable for any other region) Guest registration cards OR key packets must give the guest the option of receiving a copy of USA Today during the stay. The wording must be as follows: A. On guest registration card: “I have requested weekday delivery of USA Today. If refused, a credit of $ will be applied to my account.” OR, B. On key packet: “I have requested weekday delivery of the USA Today. If refused, a credit of $ will be applied to my account. Please call the front desk to refuse.” A key card is to be given to the guest (guestroom numbers must not be announced aloud and may not be imprinted on the key), along with directions to the room. A hotel map must be available if requested by the guest. Ask the guest, by name, if any additional service is required. The guest’s name must be used verbally at least twice during the check-in process. Advise the guest that any needs can be addressed by contacting staff via the hotel’s CARELINE, and include the extension number or speed dial instructions. Each Guest is to be presented with a warm Doubletree chocolate chip cookie in the Brand approved cookie bag via hand-to-hand contact, separately from key packet presentation. The cookie presentation must convey a genuine, sincere “Welcome to Doubletree.” eCHECK-IN (“eCI”) All Brand hotels with OnQ PM must offer eCheck-In (“eCI”) to Gold and Diamond VIP HHonors Members who opt to use this Internet service. eCI is a function available to guests via that allows them to confirm reservations prior to arrival and details including: • Room type • Credit card for payment • Time of arrival • Earned upgrade • Room number The following procedures must apply to all eCI reservations: A. Guestroom(s) may be selected by the guest via . 1. If the guest selected a specific room number, and for any reason that room number must be changed by the hotel, the guest must be informed of this change when presenting the key with an apology for the change. Confirm with the guest that the new room number is acceptable. All other expedited check-in rules apply. 2. Guests who do not select a room number must be pre-assigned a room as soon as rooms of the requested type are available, and always before the published check-in time. 3. For Gold and Diamond members, the hotel should pre-block their upgraded room number (if available and the guest’s choice on “My Way”) by noon the day before arrival and indicate room upgrade has been awarded via OnQ PM special request code. 4. Guests arriving before the published check-in time should be offered baggage storage and information on complimentary wireless Internet access in public areas and food and beverage outlets (if the guestroom is not available). B. Required guestroom amenities must be delivered by the hotel’s published check-in time. Effective January 1, 2010 2010 GLOBAL OPERATING STANDARDS 9
- CONFIDENTIAL - GUEST SERVICE EXPERIENCE For use by Doubletree hotels only C. Key jackets for all eCI guests must be completed before the hotel’s published check-in time, including a notation of the hotel’s CARELINE extension. D. Fresh Doubletree Chocolate Chip Cookies must be available for the earliest eCI guests. E. eCI guests have been advised to pick up their key and cookie at the designated eCheck-in area. Guests may present a printed confirmation page or “boarding pass” (printed during the online eCI process), HHonors card, or government issued identification. This requirement can be modified to meet local laws, such as a legal requirement to check-in and/or copy a photo identification. F. Do not ask for a signature or a credit card (unless required by applicable law or the credit card processing bank). A valid credit card was confirmed during the online process. G. When the guest provides the above ID, present the key jacket, indicate the room number (do not say the room number aloud), and give appropriate directions to the guestroom. H. After the guest has the key jacket, present the Doubletree cookie with a welcoming statement that includes the guest’s name, ., “Thank you for using eCheck-In Ms. Jones. Here is your warm Doubletree cookie. Let me know if you need anything during your stay.” All Brand hotels with OnQ Technology must establish “Self Service Settings” in OnQ Database Maintenance in order to facilitate eCI in adherence to the following Standard(s): • Offer bed-types choices / alternatives, ., King bookings offered Doubles and vice versa at no additional cost if other room type is available at the same price point. • Customize applicable messages (eCheck-In Arrival Message). • Guest requests that are important to the hotel should be added and ranked by importance. • Add Room Features by room number in OnQ PM. • All Diamond and Gold VIP HHonors Members who have selected the upgrade as their My Way On-Property VIP Benefit option are mapped to receive complimentary room upgrades when available. • Refer to the most current Brand “Self Service Settings” and instructions found in OnQ Training Guided Tour Management Lesson, as well as OnQ Guest Experience Solutions Resources in OnQ Insider and eCheck-in lessons in OnQ Hilton University. Each hotel must provide Express Checkout Services for all guests, excluding cash or direct bill guests (unless prohibited by local law). This program must ensure both privacy and security for all guests by placing the express check-out folios completely under guests’ doors by 5:00 . using only one of the following: a preprinted express check-out folio OR an express check-out folder. For guests checking out at the front desk, hotels must follow these steps: A. Immediately greet any guest approaching the front desk. If the guest cannot be served immediately, advise the guest that there will be a brief wait. B. When the desk agent is able to serve the guest, obtain the guest's room number and confirm method of payment. C. Offer the guest an opportunity to review a copy of the bill to ensure agreement of bill accuracy. Front desk personnel must correct any inaccuracies immediately. D. Inquire about the guest's stay, using the guest's name. Ask the guest, “Is there anything that we could do to make your stay more enjoyable next time?” – or similar question. Write down the guest’s recommendation on a form to be given to hotel management. If the guest was not happy with the stay, employees must be authorized to ensure the guest’s satisfaction. E. Thank the guest for staying with Doubletree and ask the guest to come again. Effective January 1, 2010 2010 GLOBAL OPERATING STANDARDS 10
- CONFIDENTIAL - GUEST SERVICE EXPERIENCE For use by Doubletree hotels only The front desk must be staffed 24 hours a day. Additional stations must be staffed as needed continuing, based on business demand, until all available stations are staffed and trained personnel are assisting customers. Provide a method for calling additional staff without leaving the front desk. The front desk agent must be able to give information to guests on all hotel facilities (including location and hours of operation), services offered by the hotel, and the various room types available including features associated with each type. The agent must be familiar with current marketing promotions. In addition, a list of medical facilities must be available to guests requesting such information. A hotel map showing locations of elevators, stairs, vending areas, etc., must be available at the front desk. Front desk personnel must be able to provide directions for guests to and from all major highways and to the airport(s). The hotel must not require the guest to check out any earlier than 12:00 . (noon) or check-in later than 3:00 . (unless otherwise specified by a marketing program). If, at the time of arrival, rooms are available and clean, complimentary early check-in must be provided upon request. American Express, Diner's Club, VISA, MasterCard, JCB, local currency, travelers checks (unless prohibited by local law), and other vouchers or certificates (as designated in writing by the Brand) must be accepted at all hotels for all applicable guest charges, including leased facilities (., restaurant, gift shop). If the hotel is designated as a NAM hotel, it must also accept Discover, Optima, approved personal checks and cashier’s checks. Guest Assistance may issue "Be My Guest" cards when deemed necessary to promote / ensure guest satisfaction. All hotels must accept these cards as a form of payment. Guests must not be charged a deposit for the room key card. Guest key packets and key cards must be Brand approved in format and design. Guest key cards may not include any non-hotel related advertising. Each Brand hotel must conform to any updated standards as elected by Brand Marketing. Effective January 1, 2010 2010 GLOBAL OPERATING STANDARDS 11
- CONFIDENTIAL - GUEST SERVICE EXPERIENCE For use by Doubletree hotels only TELEPHONE SERVICES The telephone switchboard service must be operated on a 24-hour-a-day basis and attended by an employee. The use of an automated telephone attendant that requires guests to select call routing through a menu is only permitted under the following conditions: A. The menu is limited to two (2) choices: 1. Reservations 2. Guest Service Representative (Front Desk / Operator) B. Internal calls (., calls from guestrooms) cannot go through the auto attendant. C. The auto attendant must ring back to an employee if the caller does not connect with an extension after 20 seconds. Telephone calls to the switchboard must be answered within three (3) rings. Upon answering, use an appropriate greeting that identifies the hotel or department (if in-house call) and the answering employee’s first name. The employee must ask the caller what assistance may be given and take the appropriate action. The employee must end the call or transfer to the appropriate party with a positive statement such as, “My pleasure to connect (assist) you.” Callers must verify the guest’s last name before being connected to a guest’s room. Guest names or room numbers are never given out. Should a caller be put on hold for any reason, the hotel employee must return to the telephone within 30 seconds to see if the caller wishes to continue holding or would rather leave a message. If there is no answer to a forwarded call, the caller should be returned to the operator within four (4) rings or the call should automatically roll into the hotel voicemail system. All guest messages requiring hand delivery mustl be professionally delivered within 15 minutes. Voicemail systems must be integrated with hotel’s PBX and OnQ systems to provide: A. New message waiting indication B. (De)Activation of voice mailbox upon check-in/out C. Guests should be able to retrieve messages from their rooms without a password/code D. Return to operator option at all times or upon default E. Guest programmable wake-up call option Wake-up calls must be friendly, personalized, and delivered within three (3) minutes of the time requested. Recorded wake-up greetings are permitted. A tone delivered with a message, or wake-up call with no message, is not permitted. A plain paper fax machine with a dedicated phone line (hotel’s main number is not permitted) must be available for guest use 24 hours a day. The hotel employee accepting a document for faxing must advise the guest of the charge for outgoing services. There shall be no charge for incoming faxes. A message with an offer to deliver should be left for all incoming guest faxes within 15 minutes of time the fax is received. If there is a charge for local calls, the amount must be professionally and prominently displayed in each room. There must be an adequate supply of house telephones. Pay telephones near the lobby must meet local laws (including accessibility requirements). Effective January 1, 2010 2010 GLOBAL OPERATING STANDARDS 12
- CONFIDENTIAL - GUEST SERVICE EXPERIENCE For use by Doubletree hotels only All house phones must be restricted from dialing directly to guestrooms, while allowing calls to other hotel services such as the restaurant and external emergency services (., 911 for USA Hotels) with real-time notification to hotel operator or Security. A notice must be posted stating that guestrooms may not be dialed from the phone, and providing instructions on how to reach the hotel operator. If the telecommunications system is not capable of restricting guestroom calls while allowing calls to hotel services, then house phones must restrict all direct dialing and automatically connect to the hotel operator as soon as the handset is lifted. All hotel pay phone areas should have yellow pages (in covers) and an adequate supply of logoed note pads and pens. The switchboard and all service areas receiving guest calls must have a multi-character visual display, which shows the calling guest’s name, to provide enhanced customer service. Effective January 1, 2010 2010 GLOBAL OPERATING STANDARDS 13
- CONFIDENTIAL - GUEST SERVICE EXPERIENCE For use by Doubletree hotels only SPECIAL SERVICES & GUESTS REQUESTS Baggage handling and storage service must be offered at no additional charge (excluding pre-negotiated group portage charges). The service must be provided 24 hours a day. Storage service implementation requires the following: A. Designated secure area with appropriate shelving. The storage space must be maintained. B. A claim check system must be established. Upon receipt of guest luggage, a claim check must be placed on each bag, and a claim check for each bag must be given to the guest. Guest service personnel must satisfy guest requests for expendable amenities and other room items (., extra linens, duvets, pillows, baby cribs, bed boards) within 15 minutes. All guest requests must be appropriately recorded in the CARELINE Response Activity Log. The following amenities must be available from the front desk at all times at no charge to the guest: toothbrush / toothpaste, Logoed Neutrogena Foaming Facial Cleanser (.50 oz / 14 ml. tube), Logoed Healthy Defense Moisturizer – SPF30 (.25 oz / 7 g tube), comb, razor / shaving cream, shower cap, deodorant, and sewing kit. Repair requests for items that directly affect customer needs or security (. TVs, HVAC, plumbing, bulbs, lamps, door locks) and public area requests (., banquet rooms, pool equipment) must be responded to within 15 minutes of the guest’s request. If repairs cannot be completed within 15 additional minutes, a management person or designated representative must meet the guest and remain in contact with the guest until an acceptable alternative solutions is agreed upon with the guest. All guest requests must be appropriately recorded in the CARELINE Response Activity Log. Engineers should leave a “Because we CARE” cookie card at repair visit. All hotels must have a minimum of two (2) professional, commercial-grade luggage carts available for guest use. If a guest requests luggage assistance, it must be provided within 10 minutes. Luggage carts must be clean and in good repair, and be properly lubricated to avoid noise when moving. The hotel employee providing the assistance must provide prompt, courteous service, professionally promote the hotel’s services and features, and ensure that lighting, HVAC, and televisions are operable. DAILY NEWSPAPER DELIVERY USA Region: Each hotel must provide complimentary daily delivery of the USA Today newspaper to each occupied room by 7:00 . Monday through Friday. Exterior courtyard hotels must place the paper in a plastic bag to protect it from the elements. Interior hotels have the option of using bags. Each hotel must order five percent (5%) extra copies for backup and late arrivals, and keep the papers in plain sight for arriving and departing hotel guests, preferably on the front desk counter. CAN Regions: Follow USA Region Standard with a national or local newspaper. HUKI, MEA, AP, EU, MEX, CSACRB Regions: The hotel must have available one English language and one local language newspaper. Daily morning delivery of one (1) newspaper must be offered to guests upon check-in. All newspapers that are delivered to non HHonors guestrooms are chargeable at the regular newspaper price. Guests must be informed of this charge upon check-in. Rollaway beds are not required but, if the hotel chooses to provide them, they must be at least 30" wide by 74" long. Mattresses must be a minimum of four inches (4") thick. Folding rollaway beds are not permitted. Effective January 1, 2010 2010 GLOBAL OPERATING STANDARDS 14
- CONFIDENTIAL - GUEST SERVICE EXPERIENCE For use by Doubletree hotels only Based on each hotel’s international market mix, the following OPTIONAL international services are recommended: A. Telephone dialing instructions, In Room Dining menus, guest services directories, fire and emergency safety instructions, and privacy cards must be printed in English and one (1) other language. Spanish is recommended for those hotels that do not identify a different, significant international source of business. B. In the Guest Services Directory, provide information on currency exchange and the location of bilingual dentists and doctors. C. Ensure front desk staff is able to provide information about local attractions and businesses in languages consistent with hotel’s international market mix. D. Provide a guest contact employee cultural awareness training program that includes training in key phrases (written and spoken) in each of the following languages: French, German, Japanese, and Spanish; and a list at the front desk of employees who speak foreign languages and who can provide assistance to guests. E. Provide a list of local translation services. F. Provide daily delivery of local or international language newspapers to each room with international occupants. G. Availability of two (2) additional language daily newspapers in the gift shop is recommended. Effective January 1, 2010 2010 GLOBAL OPERATING STANDARDS 15
- CONFIDENTIAL - GUEST SERVICE EXPERIENCE For use by Doubletree hotels only GUEST TRANSPORTATION SERVICES All Brand hotels designated as airport locations must provide airport transportation 24 hours a day (or at a minimum from two hours before the first departing flight until two hours after the last arriving flight) at no additional charge, local codes permitting. Airport transportation services must be listed on the airport hotel directory phone board or in an equally well-positioned alternate location. Drivers of all vehicles must be appropriately licensed in accordance with state and local ordinances. All vehicles used for guest transportation services must be well-maintained and the interior must be clean at all times. All hotel vehicles must be clean, safe, and inspected daily. Records of daily inspections must be kept for inspection by Quality Assurance. At designated airport locations, guests must not be required to wait longer than 15 minutes for transportation to and from the airport or hotel between the hours of 6:00 . and 9:00 ., and no longer than 20 minutes at any other time. Guest service personnel must always advise the guest of the estimated waiting time for transportation services and must give the guest a clear description of the vehicle and clear directions to the transportation waiting area. Each hotel must have a working communication system between the hotel and all vehicles. Driver must assist with loading / unloading guest luggage and opening / closing vehicle doors. Driver must offer a friendly, appropriate greeting and be knowledgeable of the hotel’s services and features. All hotel vehicles used to transport guests must be appropriately painted and logoed according to Identity Standards in the Marketing Toolkit. Each hotel vehicle driver must wear his or her seat belt, comply with all traffic laws, and give his or her full attention to driving the vehicle. Vehicles must have the required test certifications and documentation, and be fit for their intended purpose. Hotel must keep an ample stock of bottled spring water for arriving and departing guests when they enter the shuttle (Airport designated hotels only). It is preferred that bottles are kept cold in an ice chest, but at a minimum each Airport hotel must make bottled water available. The shuttle driver should offer each guest a bottle of water. Effective January 1, 2010 2010 GLOBAL OPERATING STANDARDS 16
- CONFIDENTIAL - GUEST SERVICE EXPERIENCE For use by Doubletree hotels only MEETING & EVENT SERVICES DOUBLETREE MEETING GUARANTEE As an extension of the 100% Satisfaction Guarantee, every client utilizing meetings and banquet services at a Brand hotel must be provided the following assurances: A. Meeting rooms will be available for use when promised and set to client specifications, including proper control of sound, lighting, and HVAC. B. Refreshment breaks for meetings will be set to client specifications and delivered on time. C. Catered meal functions will be served according to client specifications at the times requested. D. Audio-visual equipment as specified will be delivered on time and in excellent working order. E. A clearly prepared and signed contract of service specifications (. banquet event order) must be drafted with the client so that both the client and hotel have an accurate understanding of expectations, to avoid any dissatisfaction during the scheduled events. F. Total guest satisfaction is the primary objective. Per our 100% Satisfaction Guarantee commitment, if a client is not completely satisfied – regardless of the reason – he/she must be compensated in a manner that completely resolves the complaint. When meeting services are requested, accommodations must be made to create a first class environment that facilitates success for the client. Required items that support this first class environment include: A. Tables that are well maintained with finished wood tops or covered with pressed and well maintained linens. Skirting (linen or wooden panels) must be used when tables are arranged with seating only on one side (first row only in classroom configuration). B. Seating that is comfortable and clean with no visible damage or wear. C. Table top appointment to include water, appropriate glassware, coasters for glassware, trash receptacles, writing pads at least 5" x 8" (plain or with the current logo only), logoed pens, and mints or candies, all in sufficient quantities to serve the client’s needs. D. Supervision of meeting services that assures rooms are promptly refreshed during scheduled breaks / meal periods and prompt delivery of messages to meeting attendees. E. Presentation equipment (whether maintained in-house or by an outside vendor) must be in excellent working condition / appearance and accompanied by sufficient collateral support such as extension cords, replacement bulbs, marking pens, masking tape and/or pushpins. Well-maintained podiums and lecterns must be available, each prominently displaying the Brand logo. F. Meeting rooms must be adequately equipped to assure proper lighting, sound quality, ventilation, temperature control, and overnight security. The client must be offered the flexibility to adjust sound, lighting, and climate control switches. G. Function rooms must be completely set and ready for customers at least 15 minutes prior to the contracted time. H. A staff member assigned to supervise the scheduled event must be introduced to the event host or meeting planner prior to the commencement of the event. Whenever the catering or service manager handling a small meeting is unable to meet the customer, a meeting room tent card is to be placed in the room with information on how to contact him or her at any time during the meeting / function. Before placing the card, the Manager should inspect the room to ensure that it is set according to the specifications received, and every attempt must be made to meet the person in charge prior to the meeting. I. Signage used to identify groups, breaks, directions, etc. must be professionally printed. Effective January 1, 2010 2010 GLOBAL OPERATING STANDARDS 17
- CONFIDENTIAL - GUEST SERVICE EXPERIENCE For use by Doubletree hotels only J. Presentation of refreshments at breaks must include china, glassware and flatware. Urns for coffee must be in excellent condition. Hot plates with coffeepots are not permitted. Condiments for beverages must be presented in glass, ceramic, or theme-related containers. Plastic water pitchers are prohibited. Trivets are required. All buffets or break setups must be decorative and attractive with creative, themed props highly recommended. K. Extension cords must be taped down (or covered with power cord cover) to avoid injury. The color of the tape must coordinate with the carpet. Cables should not run through doorways. The ability to secure meeting rooms on a 24-hour basis is required. Information on daily functions (such as banquets, meeting, etc.) must be available in written form to desk agents and switchboard operators and posted in the lobby in a professional manner. Each Brand hotel must have the following audio-visual equipment available at the hotel or through an outside vendor with 24 hours’ notice: A. Minimum 32" LCD HD-Ready TV, one per every two (2) meeting rooms B. TV Cart – one per TV C. DVD Player – one per TV D. Speakerphone E. LCD projector F. Flip Charts G. Overhead projector H. The hotel must have an agreement with a local vendor to provide all additional A/V services. MEETING ROOM CARELINE PROGRAM A. The CARELINE program is to be available in all meeting rooms. B. All meeting rooms must have at least one (1) phone so that customers can contact the CARELINE in case of problems or additional meeting room needs. These guest requests must be appropriately recorded in the CARELINE Response Activity Log. C. The CARELINE for meeting rooms can ring directly to the group services office. A person must answer the calls. If the office is unmanned for any reason, the calls must be forwarded to an extension that is manned. D. House phones must be located in a convenient location and may be either wall mounted or set on a counter or credenza, and be available to guests in the meeting rooms at no charge. E. Tent cards or a professionally produced sign must be placed next to the telephone listing the CARELINE phone number. Signage must match the hotel’s signage package. F. The meeting room setup staff, audio/visual department, banquet department, and hotel operations department are to be in radio contact with the CARELINE desk. EXECUTIVE CONFERENCE / MEETING CENTER DESIGNATION In order to be designated an Executive Conference Center or Executive Meeting Center the facility must be certified by the International Association of Conference Centers (“IACC”). Requests to add "Executive Conference Center" or "Executive Meeting Center" to the hotel name must be forwarded to the Brand along with the IACC certification. Effective January 1, 2010 2010 GLOBAL OPERATING STANDARDS 18
- CONFIDENTIAL - GUEST SERVICE EXPERIENCE For use by Doubletree hotels only HOUSEKEEPING Occupied rooms must be cleaned thoroughly each day. In cases where rooms display a “Do Not Disturb” sign or are double locked throughout the day, a card must be placed under the door inviting guests to call for service. If a hotel Guest is participating in Conserve to Preserve, refer to section below. All other aspects of regular cleaning must be completed. Requests for additional items must be delivered to guests within 15 minutes, and items must be in good condition and operable. Public areas must be cleaned daily. Brand hotels must have a documented deep cleaning program in place, accomplished a minimum of two (2) times per year. All public area space must be inspected a minimum of three (3) times daily. Public areas are defined as lobbies, corridors, restrooms, and other common areas utilized by guests. They must be inspected weekly by management and documented. Turndown services must be available upon request until at least 9:00 . This service includes folding down or removing bedding, replenishing used towels (based on Conserve to Preserve guidelines – see standard ), and wiping down bathroom surfaces. Guest’s personal clothing, toiletries and other articles must be straightened and left in the same place they were found. Wastebaskets and ashtrays must be cleaned; draperies and lighting must be adjusted. A goodnight message and/or gift must be left. Brand hotels must provide same-day laundry and dry cleaning services Monday through Friday. Lost and found articles must be properly dated, stored, and secured. They must be maintained in accordance with state and local ordinances and held for a minimum of 90 days (one year for valuables). Records must be maintained and procedures established to ensure prompt, accurate response to guests’ inquiries concerning lost articles. A manager should have access to the secured area 24 hours a day to return items to guests. All hotels must participate in the Brand conservation program, Conserve to Preserve. All aspects of the program must be consistently followed. Hotels must use the approved collateral. A. Linen reuse: 1. The Conserve to Preserve program card must be placed on the pillow closest to the telephone or on the nightstand. 2. Room attendants only change sheets every third day of a guest’s stay and on check-out unless any of the following occur: a. Guest requests that sheets be changed by placing the Conserve to Preserve program card on the pillow or calling the Housekeeping Department; or b. Linen is stained or damaged in any way; or c. There is a discrepancy between Front Office and Housekeeping on the room status. 3. The bed(s) must be made with the existing linen and turned down at an angle on the side nearest the telephone. The program card must be placed on the sheets at the location they are turned down B. Terry reuse: 1. The Conserve to Preserve program card must be placed on the towel bar closest to the bathroom vanity. 2. Room attendants only change towels on check-out or when the towels are on the floor or in the bathtub unless any of the following occur: Effective January 1, 2010 2010 GLOBAL OPERATING STANDARDS 19
- CONFIDENTIAL - GUEST SERVICE EXPERIENCE For use by Doubletree hotels only a. Guest requests to have towels changed by calling the Guest Service Hotline or Housekeeping Department; or b. The terry is stained or damaged; or c. There is a discrepancy between Front Office and Housekeeping on the room status. 3. When terry is left on the towel bar or shower rod, signaling a request to reuse, it should be straightened to achieve a tidy presentation. Each Brand hotel must establish a comprehensive deep-cleaning program for all guestrooms. Rooms must be deep cleaned a minimum of two (2) times annually. Documentation must be maintained for one (1) year. Each hotel is responsible for the cleanliness and sanitation of the glassware, coffee pots and mugs. Every hotel is required to remove the soiled glassware from guestrooms and clean and sanitize through a commercial grade dishwasher. Effective January 1, 2010 2010 GLOBAL OPERATING STANDARDS 20
- CONFIDENTIAL - GUEST SERVICE EXPERIENCE For use by Doubletree hotels only GENERAL RULES OF OPERATION All Brand hotels must participate in programs (., Marketing, CARE, Teaching Kids To CARE Spring and Fall Campaigns, CRM, Hilton HHonors training) whether national or regional, which the Brand designates as beneficial to the System. Current System programs include, but are not limited to, the following: A. Team Member Travel Program and Owner Benefit Program (see Section for description of program) B. The Travel Planner Commission Program, Hilton Plus Program, Unlimited Budget Program (USA Region only), and the Affiliate programs administered by the Distribution Partner Services Department C. System-wide promotions (., Advance Purchase (NAM Region only), Bed and Breakfast, Romance Package) HUKI, MEA, AP, EU, CSACRB Regions: Hotel must also participate in Mini Breaks/ Seasonal, Holiday, and Weekend promotions as designated by the Brand. D. Be My Guest Cards E. Required Training (see the Training section) F. Hilton HHonors G. Satisfaction and Loyalty Tracking (SALT) H. Quality Assurance Evaluations I. Guest Assistance Programs J. Doubletree Chocolate Chip Cookie Program K. USA Today Program (USA Region only) L. CARE M. CRM (Customer Really Matters) N. HHonors Guest Manager Program O. Best Rate Guarantee On-duty employees must always be able to reach a manager or supervisor by radio, or cellular phone to assist in resolving unexpected situations and service issues. In situations where there are only two (2) employees on duty, one person must be designated as manager-on-duty. Registered guests to whom credit privileges have been extended must be entitled to charge food & beverage and gift shop purchases to their hotel accounts. The hotel may impose reasonable credit limits. Bed boards and devices for travelers with disabilities must be available to the guest as a loan item. There will be no charge or deposit for these items. A list of these devices and other equipment must be maintained at the front desk. All management-on-duty and front desk staff must be familiar with the location and operation of such devices and equipment. An adequate supply of approved, soundly constructed baby cribs must be available and well-maintained. All cribs and play yards must comply with current federal, state/provincial, local manufacturing and safety standards. Contact Hilton Supply Management/Productivity & Sourcing for a list of approved products/vendors. The CARE Comment Card and other materials specified by Brand must be available at the front desk. Effective January 1, 2010 2010 GLOBAL OPERATING STANDARDS 21
- CONFIDENTIAL - GUEST SERVICE EXPERIENCE For use by Doubletree hotels only The manager-on-duty and the shift supervisor of the front desk must be able to communicate with guests in English and in the language of the country in which the hotel operates. If a hotel charges for parking, that fact must be stated in the Reservation System, PIM, and GDS. Guests must also be informed of parking charges at check-in. Hotels with off-premise parking must provide valet parking services. Same-day guest laundry and dry cleaning services are required at a minimum Monday through Friday; seven (7) days a week is preferred. Rates for these services must be printed on the laundry/dry cleaning slip. Each hotel must meet all of the local Disability requirements (., Public Law 101-336, 1990 Americans with Disabilities Act (“ADA”) for USA Hotels) including, but not limited to, wheelchair accessibility and provision of alarms and appliances necessary for persons with sensory disabilities. Refer to the Doubletree Design & Construction Standards Manual for more detail. SERVICE ANIMALS & PET POLICY Service animals are working animals and are not considered pets. A service animal is defined by the Americans with Disabilities Act as any guide dog, signal dog, or other animal individually trained to provide assistance to an individual with a disability. Service animals do not have to wear a vest or a tag, and do not have to be licensed or certified by a state or local government. Service animals perform some of the functions and tasks that the individual with a disability cannot perform without assistance. The most commonly associated service animal is the Seeing Eye dog used by the vision-impaired. Service animals assist disabled persons with day-to-day activities. This may include alerting persons with hearing impairments, pulling wheelchairs, or offering balance support or carrying things for persons with mobility impairments. The hotel must accommodate disabled persons traveling with a service animal on the same terms and conditions as any other guest. The hotel may not treat the service animal as a pet, require a security deposit for the service animal, charge a cleaning or any other fee for the service animal (other than for damage actually caused by the service animal), require the guest to sign a waiver or any other document, or otherwise impose any rules, charges, or conditions specific to the use of a service animal. The hotel must make the same room inventory, facilities, and public spaces available to guests with service animals as for any other guest. All hotel employees must complete the We Welcome Service Animal training within 14 days of hire. PET-FRIENDLY HOTEL REQUIREMENTS (OPTIONAL) Hotels may choose to allow pets or not. The following standards must apply if hotel chooses to allow pets: A. The hotel must allow pets to accompany guests in their guestrooms, in accordance with local health codes and guest’s signature on a waiver form (See Item E). The definition of a “Pet” shall be confined to domesticated dogs and cats. The maximum weight of a Pet is limited to 75 lbs. Pets exceeding this limit are accepted at the sole discretion of the hotel’s General Manager. No more than two (2) Pets are permitted per guestroom. B. Except as prohibited by applicable laws, the hotel must designate pet-friendly public areas. No Pets are permitted in food and beverage outlets. All Pets must be either enclosed in pet carriers or restrained on a leash at all times. C. The hotel may not differentiate room type accommodation pricing based solely on the pet-friendly attribute (., pricing a Standard King pet-friendly room accommodation type at a premium or at a discount to a Standard King Room accommodation type). Pricing parity must be maintained for all comparable room type accommodations. Pet-friendly rooms may be located in an area of the hotel to easily accommodate entrance / exit for “walks”; however, they may in no other manner be perceived as inferior to similar room types. Effective January 1, 2010 2010 GLOBAL OPERATING STANDARDS 22
- CONFIDENTIAL - GUEST SERVICE EXPERIENCE For use by Doubletree hotels only D. The hotel may charge up to a $ (or equivalent for Non USA Hotels) service fee per stay for guests with Pets. This fee will offset the additional cleaning expense incurred. All fees must be clearly stated at the time of reservation and on all web sites. E. Guest waiver form. The hotel must present to the guest for signature upon check-in a copy of the hotel’s pet policy. The signature represents the guest’s receipt of the hotel’s policy and the guest’s agreement to comply with all guidelines. The pet policy must include, at a minimum: • Leash policies • No Pet access to food and beverage areas • Owner must be present while any member of the hotel staff is servicing the guestroom (housekeeping, engineering, in room dining, etc.) when a Pet is in the room. Pet(s) must be restrained or removed from guestroom while hotel staff is present working in room. • Notification to the Front Desk when leaving Pet unattended in guestroom and use of “Pet in Room” door hanger • Additional cleaning or repair charges that may be incurred due to Pet stains and/or damage • Agreement to ensure Pet does not disrupt the “quiet enjoyment” of other guests due to excessive barking • All litter to be removed and disposed of properly by guest • Hotel is not a kennel and is not liable for any injury suffered by Pet while on hotel premises. Policy to include an indemnity and hold harmless agreement wherein the guest accepts full responsibility for and protects Hilton Worldwide, Brand, the hotel and its employees from liability arising from property damage (hotel or third party) or personal injury to hotel staff, guest(s), or third party caused by Pet. • A deep cleaning program must be in place for pet-friendly accommodations. The deep cleaning program must occur after each pet-friendly stay and include drapery cleaning, carpet cleaning, sanitizing of all walls and FF&E, and deep cleaning of all soft seating. Deep cleaning documentation of each pet-friendly stay must be maintained for six (6) months. F. It is recommended that the hotel has available upon request: food and water bowls, pet beds, treats (. dog bones, catnip, cat treats, etc.), leashes and collars (different sizes), scratch pole, pet videos, litter boxes and litter, and waste bags. Optional branded pet-friendly amenities are available for order on OnQ Insider, including a Sweet Dreams Pet Bed. G. Hotel must provide “Pet in Room” door hanger signage, to be used by guests when leaving a Pet unattended. H. Special services for pet owners include: information on hotel pet services, local dog-walking routes, and area pet services such as veterinarians, pet shops, groomers, and kennels. All hotels must have a minimum of 85 percent (AP Region minimum is 50 percent) designated non-smoking rooms (or more as needed). The non-smoking designation must be clearly displayed to the guests on each room door. If there is a non-smoking floor, designation of the floor is sufficient and room door signage is not necessary. Smoking rooms must equal a minimum of one percent (1%) of the hotel’s rooms and must have proper ventilation so the non-smoking rooms are not affected (., smoking rooms must be at the end of the hallway, or all on the same exhaust fan riser, or be comprised of rooms with shared balconies, etc.). Effective January 1, 2010 2010 GLOBAL OPERATING STANDARDS 23
- CONFIDENTIAL - GUEST SERVICE EXPERIENCE For use by Doubletree hotels only Hotels may not differentiate room type accommodation pricing based solely on the Smoking or Non-Smoking attribute (., pricing a Standard King Non-Smoking room accommodation type at a premium or at a discount to a Standard King Smoking room accommodation type). Pricing parity must be maintained for all comparable smoking and non-smoking room type accommodations. If local ordinance or applicable laws require 100% Non-Smoking rooms, the hotel must submit a waiver to Brand Management. Charges for smoking in a non-smoking room should not exceed $ (or equivalent for Non USA Hotels). Effective January 1, 2010 2010 GLOBAL OPERATING STANDARDS 24
3 RESERVATIONS & REVENUE MANAGEMENT TEAM MEMBER TRAVEL PROGRAM HILTON FAMILY TRAVEL PROGRAM RESERVATION SERVICES & TRAVEL PLANNER STANDARDS FRONT OFFICE BUSINESS STANDARDS FINANCIAL REPORTING/ACCOUNTING/PAYMENTS GENERAL RULES OF OPERATIONS CONFIDENTIAL - for use by Doubletree hotels only Questions regarding the contents of this Manual may be directed to the following address: DOUBLETREE HOTELS Attn: Brand Standards Department 7930 Jones Branch Drive McLean, VA 22102 (703) 883-1000 Effective January 1, 2010 2010 GLOBAL OPERATING STANDARDS 25
- CONFIDENTIAL - RESERVATIONS & REVENUE For use by Doubletree hotels only TEAM MEMBER TRAVEL PROGRAM NAM Region: Allows eligible employees and owners to make reservations through the Team Member Travel web site: All Brand hotels must make a specified number of rooms / suites available at employee discount rates. These rooms will be maintained / blocked as separate inventory for providing exclusive availability of these rooms for employee discount bookings. Any unsold rooms blocked in this category will be released for regular sale through the system on day of arrival. A reservation will be granted if an employee discount room is available at the time of the request. Rate and date will be confirmed for the employee at the time of the reservation. (See program brochure for additional details.) A. Eligible employees and owners will pay a flat rate as determined by Hilton Worldwide (currently $ USD a night) at any Doubletree Hotel, Suites, or Resort, plus applicable fees and taxes. The current rate for a Doubletree Club hotel is $ USD a night, plus applicable fees and taxes. B. All hotels must set aside three (3) rooms per day to be offered at the employee discount rate. On an annual basis, each hotel is allowed 15 blackout dates (rate will not be offered), and will be solicited by the Brand and Global Database Management. C. Participation in this program is mandatory. D. Other reciprocal employee travel benefits are available through the brands in the Hilton Worldwide portfolio. Please refer to the Team Member Travel brochure, or visit HUKI, MEA, AP, EU, CSACRB Regions (Costa Rica, Puerto Rico and Bahamas see NAM Region): A. Hotels located in these regions must participate in the Team Member Travel Rate (Staff Rate) Program. The hotel must allow employees to make reservations through the Staff Rate web site at B. Eligible employees will pay a flat rate as determined by Hilton Worldwide (currently € a night for all hotels using the Euro as currency; £ for hotels in HUKI Region; $ USD or local equivalent for all other regions) at any Doubletree Hotel, Suites, or Resort, plus applicable fees and taxes. C. All hotels must set aside two (2) rooms per day to be offered at the employee discount rate. On an annual basis, each hotel is allowed 15 blackout dates (rate will not be offered), and will be solicited by the Brand and/or Global Database Management. D. Esprit / Hilton Club cards or certified Travel Passport as per ITP guidelines are required at check-in along with photo identification. E. Other reciprocal employee travel benefits are available through brands in the Hilton Worldwide portfolio. Please refer to the Team Member Travel web site Effective January 1, 2010 2010 GLOBAL OPERATING STANDARDS 26
- CONFIDENTIAL - RESERVATIONS & REVENUE For use by Doubletree hotels only HILTON FAMILY TRAVEL PROGRAM A. This program is not a replacement for either the Team Member Travel Program (TMTP) or the Staff Rate Program listed above; it is a supplemental program. B. Employees located in hotels designated as a NAM hotel or located in Puerto Rico or the Bahamas may make reservations through the Team Member Travel web site: Reservations will not be made through Hilton Reservations and Customer Care (HRCC) for the Family Travel Program. C. Employees located in hotels designated as a HUKI, MEA, AP, EU or CSACRB (not including Puerto Rico) hotel, may make reservations on the Staff Rate web site: . D. Participation is open to all owned, managed, and franchise hotel employees, spouses, partners, children, parents, siblings, in-laws and grandparents. Family members do not need to travel with employee in this program. E. If the employee is traveling with family member(s), a Passport / Esprit Club card is required at check-in along with photo identification. If the employee is not traveling with the family member(s), a signed Hilton Family Travel Program Passport / Esprit club card and photo identification is required at check-in. F. No minimum inventory is required for any dates. G. Rate will be loaded at percent off Fully Flexible or BAR. The hotel may increase the discount based on business needs. Effective January 1, 2010 2010 GLOBAL OPERATING STANDARDS 27
- CONFIDENTIAL - RESERVATIONS & REVENUE For use by Doubletree hotels only RESERVATION SERVICES & TRAVEL PLANNER STANDARDS The following Standards address Reservation Services. Telephone requests for reservations/cancellations must be transferred to an internal reservations agent or to the hotel’s Consolidated Reservation Desk (if applicable). When these options are not available, Hotel employees receiving the reservation or cancellation request (via telephone or directly) must accept and process the request (based on room availability) following procedures A through H below. Hotels that transfer reservation/cancellation requests to a central reservations telephone line (., 1-800-222-TREE for NAM Region) will be billed at the prevailing consolidated desk rate. A. Establish if guest is a HHonors member. B. Use caller’s name during the transaction. C. Establish affiliation with a group, meeting, or specific company. D. Determine dates and availability. E. Quote rates with value selling. F. Explain guarantee and cancellation policies. G. If accommodations are not available at the requested Doubletree hotel, the hotel must offer reservations at an alternative Doubletree location. If an alternative Doubletree hotel is not available, offer reservations at another hotel in the Hilton Worldwide portfolio as appropriate. H. Confirmation and cancellation numbers (if cancelled within cancellation deadline) must always be given and the guest advised to record that number. Non guaranteed reservations must be held until hotel cancellation time. Payment Guaranteed All Night Reservations and reservations secured by advance deposits must be held all night until check-out time the following morning. A. The hotel must accept a guest’s guarantee for reservations by one of the following methods: 1. By payment of required advance deposit, including tax; OR 2. By providing a billable (and collectible), acceptable credit card number, which shall be submitted to the credit card company for payment should the guest either fail to arrive or cancel the guaranteed reservation by the applicable cancellation time (host hotel time). This payment must be forwarded within three (3) working days to the host hotel. B. Hotels requiring advance deposits must refund deposits if a cancellation is received in accordance with the hotel’s cancellation policy or with the rate’s (SRP) cancellation policy if different. If a hotel cannot honor any confirmed or guaranteed reservation, the hotel must make a special effort to find suitable accommodations at another Doubletree hotel. If another Doubletree hotel is not available, arrange accommodations at another hotel within the Hilton Worldwide portfolio or another comparable and convenient hotel. In addition: A. The hotel must make reimbursement for any necessary expense incurred by the change, including but not limited to the cost of transportation and telephone calls to notify the guest’s family or business associates of a change in lodging place. B. The hotel must pay the full cost of the first night’s lodging rate at another Brand or comparable hotel in the Hilton Worldwide portfolio. If this is not available, then at another convenient and comparable hotel. C. The hotel General Manager must follow up in writing with an apology to the guest and an invitation to return to the hotel the following night with an upgrade or other VIP treatment. Effective January 1, 2010 2010 GLOBAL OPERATING STANDARDS 28
- CONFIDENTIAL - RESERVATIONS & REVENUE For use by Doubletree hotels only D. If the reimbursement is not made and a complaint is registered, the Brand may make the reimbursement(s) and the hotel must reimburse the Brand. E. In the case of an advance deposit reservation, the deposit must also be refunded within seven (7) days. In the case of a non refundable advanced purchased reservation, the guest must be refunded for all nights not accommodated by the hotel. F. HHonors Diamond member services must be applied as per Standards 700 and 701. Hotels must guarantee the rate quoted at the time of booking when a reservation is made (with a valid confirmation number) provided no changes are made to arrival or departure date(s). Check-outs after 2:00 . may be charged one-half the daily room rate. Check-outs after 6:00 . may be charged the full daily rate. If an HHonors guest requests a late check-out, always try to accommodate this request free of change. Children 12 and under staying with their parent(s) and/or grandparent(s) shall eat breakfast for free with packages that include breakfast (., Bed and Breakfast or any local, regional, and brand wide packages). In Regions that offer Mini Breaks, this age is 10 for Mini Breaks packages. Hotels must offer all rates and inventory available to the general public through Hilton Worldwide proprietary booking channels ("Hilton Worldwide Channels"), which include Hilton Reservations and Customer Care, web sites, and OnQ. No general public rate offering may be sold through any non-Hilton Worldwide web site or any other channel (including third-party resellers / wholesalers, merchant model web sites, GDS, etc.) unless that rate is also made available (at no less favorable terms) to the Hilton Worldwide channels. All general public rate offerings must be consistent across all Hilton Worldwide channels. Third-party distributors can only be granted Accreditation status by Hilton Worldwide. If the hotel chooses to provide non-Hilton Worldwide web sites or any other channel (including third-party resellers /wholesalers, merchant model web sites, GDS, etc.) with a general public rate offering that is lower than what is currently being offered through the Hilton Worldwide channels, that new lower rate must be made available through the Hilton Worldwide channels. Hotels are permitted to provide lower rate offerings to Hilton Worldwide Accredited third parties without being required to offer the same low rates to the Hilton Worldwide channels only if: A. The hotel brand is not discernable at the time of purchase (true opaque channels such as ); OR B. The third party is a wholesaler who resells bundled packages to the guest where the hotel rate is not discernable. Hotels violating this Standard will be charged the actual cost of the resolution (at a minimum honoring the lowest price) plus the current Guest Assistance intervention fee. Repeated violations must be documented and escalated through the normal QA process. Effective January 1, 2010 2010 GLOBAL OPERATING STANDARDS 29
- CONFIDENTIAL - RESERVATIONS & REVENUE For use by Doubletree hotels only The following Standards (through Standard ) address the Travel / Affiliates commission-on-payment process: TRAVEL PLANNER COMMISSIONS All OnQ hotels must participate in Brand’s centralized Travel Planner Commission payment system in order to build a strong, mutually beneficial relationship with our travel planner partners who increasingly deliver more customers to our hotels. Travel planners account for a large percentage of business for hotels within the Hilton Worldwide portfolio. Distribution Services was created to service this critical market channel. The department collects funds from the hotels and pays their respective travel planner commissions. A. The Travel Planner Commission Program, Hilton Plus Program, Unlimited Budget Program, and the Affiliate programs administered by the Distribution Services Department require all Owners with OnQ (PM) to participate in the centrally paid Travel Planner Commission Program, and to reimburse the Doubletree Hotels System by the 15th of the month for commissions paid the previous month. B. All other Owners must participate in the centrally paid Travel Agent Commission Program, and reimburse the Brand by the 15th of the month for commissions paid in the previous month, to the extent they are not restricted by local regulatory, fiscal, or systems (., property management system) limitations. C. Hotels that are unable to participate in the centrally paid Travel Agent Commission Program must pay travel agency commissions directly from the hotel on a weekly basis. D. The Distribution Services department will only pay commissions to bona fide sellers of travel; those organizations that: 1. Are established in the travel industry 2. Operate from established business addresses 3. (NAM Region Only) Hold current and valid appointments with at least one (1) of the following organizations: a. International Air Transport Association (IATA) b. Airlines Reporting Corporation (ARC) c. Scheduled Airline Traffic Offices (SATO) d. Travel Industry Designator Services (TIDS) e. Travel Service Intermediary (TSI) f. Travel Sellers (TS) g. Cruise Lines International Association (CLIA) 4. Hold current, valid local/state business registrations and licenses where required 5. Produce and service individual, wholesale, and/or group business for their hotels Travel/Affiliates Commission Payment Process. The hotel must maintain a list of non-commissionable accounts. Commission for those accounts not listed on this exceptions/non-commissionable list will be paid centrally and billed to the hotel. Under these programs, commission checks are good for one (1) year after they are issued, however if commission checks are not cashed within one (1) year from the date of issue, the funds will be escheated following state-mandated guidelines. A. Generally, up to a 10 percent commission is paid on all general public and other commissionable rates for all nights of a stay. Standards for commission calculations and percentages may vary by country, and each hotel must comply with the commission standards of its country. The full commission must be paid. Effective January 1, 2010 2010 GLOBAL OPERATING STANDARDS 30
- CONFIDENTIAL - RESERVATIONS & REVENUE For use by Doubletree hotels only B. Commissionable rates include: AARP rates, Triple A (AAA) rates, Government rates, AMEX rates, Consortia parity rates, Best Available Rates, and rates identified in the reservation systems as such. C. Rates excluded from the 10 percent commission are: rates identified in all reservation systems as such, and all volume-based discounted rates booked directly by the guest or their designated planner using the eAdvantage system. PLEASE NOTE: Hotels are required to inform the travel planner of non-commission account status prior to booking acceptance. D. If the hotel has OnQ Property Management, it must submit its travel agency commission reports nightly via the OnQ Property Management. E. Should a hotel choose to pay additional commissions beyond those required, the additional commissions will not be paid centrally. It is the hotel's sole responsibility to pay any additional agreed upon amount. Travel Planner Commission Inquiries. For commission inquiries, travel planners may call the travel agency helpline at (800) 873-1215 (US and Canada) or (703) 480-6916 (outside US and Canada) Mon.- Fri., 8:00 . to 5:00 . EST OR write to: Perot Systems Travel Agency Commission Settlement 13880 Dulles Corner Lane Herndon, VA 20171 OR Fax the inquiry to: Perot Systems TACS at (703) 480-6917 OR email to: TACS@ Travel planner commission inquiries must be posted on the Perot Systems web site, . This site is also accessible via seamless link within OnQ Insider under My Applications / Distribution Services - Perot. The hotel has the option to work inquiries or to have Distribution Services work them on behalf of the hotel. Any inquiries still open at the end of five (5) calendar days are forwarded to Distribution Services. The Distribution Services Help Desk will research the inquiry and if it is determined that the inquiry is commissionable, Distribution Services will authorize payment and bill the hotel accordingly. Commission inquiries can only be researched for a period of up to six (6) months after the departure date of the reservation. Should a travel planner make a reservation at a commissionable rate, and then change to another commissionable rate, the travel planner must receive a commission on the rate that is actualized, whether this is higher or lower than the original reservation rate. Should a guest booked by a travel agency at a commissionable rate be relocated to another hotel, the travel agent is entitled to a commission from the original hotel for all nights of the guest’s stay at the hotel the guest was relocated to if the original reservation was guaranteed. The commission must be based upon the amount quoted per night for the original reservation. Hilton Worldwide’s Distribution Services department reserves the right not to pay commissions to a travel planner if in Hilton Worldwide’s reasonable judgment the planner does not engage in sound ethical, business, and legal practices in the operation of its business. HILTON PLUS PROGRAM works with a third party who provides packaging functionality via allowing consumers to book bundled packages including hotel rooms, airfare, trip insurance, rental car, and additional services such as trips to Disney theme parks, etc. Effective January 1, 2010 2010 GLOBAL OPERATING STANDARDS 31
- CONFIDENTIAL - RESERVATIONS & REVENUE For use by Doubletree hotels only TMC/CONSORTIA RATE CODE PAY-FOR-PERFORMANCE PROGRAM AND TMC PAY-ON-ALL PAY FOR PERFORMANCE PROGRAM. If the hotel chooses to participate with any centrally managed TMC or Consortia, it must do so under the terms of the Hilton Worldwide program. AAA. AAA’s “Show Your Card & Save” program charges fees for each consumed stay booked by a AAA travel agency or through the dedicated AAA “member-direct” line at HRCC. Participation is mandatory in all OnQ-enabled hotels participating in TAPS program. A special “AAA SRP” has been established to represent a AAA Rate. The AAA Rate should be a minimum five percent (5%) off of BAR. Additional discounts are at the individual hotel’s discretion. AAA SRP must be eligible for loyalty/frequent guest program point accrual. UNLIMITED BUDGET® PROGRAM (USA Hotels Only) In a partnership with Budget Rent A Car, the Brand participates in Unlimited Budget, a loyalty program for individual travel planners (not agencies) that allows planners to earn points through reservations in any GDS or site. Once the planner has accumulated a base threshold of points, planners receive a MasterCard Stored Value card with dollar amount deposited. Hotels are invoiced these fees as a separate line item on the monthly Distribution Services invoice. As of 2007, planners can earn points with the entire global portfolio of Hilton Worldwide. Planners visit to enroll or for more details. Participation is mandatory. HELMSBRISCOE AND CONFERENCEDIRECT It is required that all Brand hotels accepting groups booked by HelmsBriscoe and ConferenceDirect and agreeing to pay HelmsBriscoe and ConferenceDirect a total commission of 10 percent via the Travel Commission Planner program (per ) as consideration for such group referrals/bookings must comply with the following commission schedule, as specified in the 2006 ConferenceDirect Partnership Agreement: A. A total of 10 percent of the room rate on all revenue rooms actually occupied and paid for (“Revenue Rooms”) by group attendees that were either: 1. Reserved as part of the established group block at the special group rates contained in the applicable hotel agreement; OR 2. Were later identified by the hotel (at the hotel’s sole and absolute discretion) and credited to the group’s room block by the hotel (collectively, “Qualifying Room Revenue”). Such commissions are to be paid based on the room rate actually paid. B. 5/5 Commission Schedule: For events or programs scheduled to take place within 24 months of the date the event is booked (as evidenced by a valid written contract signed by the group and the hotel): 1. Commission of five percent (5%) of the contracted total room revenue per group must be paid to HelmsBriscoe and ConferenceDirect within 14 days of group confirmation. This five percent advance commission will not exceed $25,000 USD per group booking. Any commission owed over and above $25,000 will be reconciled and paid upon completion of the event as noted below. 2. Additional deferred commission of five percent (5%) of Qualifying Room Revenue is to be paid to HelmsBriscoe and ConferenceDirect within 30 days of receipt by Hilton Worldwide of 90 percent of the group’s total contracted room revenue, plus (or minus) any adjustment necessary to provide a total compensation by the hotel to HelmsBriscoe and ConferenceDirect equal to 10 percent of Qualifying Room Revenue. C. Other Bookings: Any group booking at a Brand hotel by HelmsBriscoe and ConferenceDirect for events that take place outside of the Short Term Booking window (24 months) shall be commissionable at 10 percent of the total amount of Qualifying Room Revenue, payable according to the following schedule: Effective January 1, 2010 2010 GLOBAL OPERATING STANDARDS 32
- CONFIDENTIAL - RESERVATIONS & REVENUE For use by Doubletree hotels only 1. Commission of five percent (5%) of the contracted total room revenue per group to be paid to HelmsBriscoe and ConferenceDirect 24 months prior to the group’s contracted event dates, not to exceed $25,000 USD per group booking. Any commission owed over and above $25,000 will be reconciled and paid upon completion of the event as noted below. (Example: consider a group booking by HelmsBriscoe and ConferenceDirect that is evidenced by a signed contract dated 7/8/04 for rooms and events over the dates 12/1/09 -12/12/09. The hotel will pay HelmsBriscoe and ConferenceDirect a minimum commission of five percent (5%) of the contracted total room revenue for that group booking within 30 days of 12/1/07, which is 24 months prior to the contracted event dates.); followed by 2. Additional deferred commission of five percent (5%) of Qualifying Room Revenue to be paid within 30 days of receipt by the hotel of payment for the group. D. Rate Information: Hotel agrees that the rate for ConferenceDirect booked business will be as good as or better for the Client than if the Client would have negotiated directly with the hotel instead of through ConferenceDirect. If the hotel knowingly quotes the client a lower net guestroom rate than the commissionable rate previously quoted to ConferenceDirect for the same group opportunity, then the hotel will provide the lower guestroom rate to the Client through ConferenceDirect and ConferenceDirect will be commissionable pursuant to the Agreement. E. Disclosure Clause: With respect to bookings at the hotels, Hilton Worldwide will notify the end user customer that ConferenceDirect is to be compensated by the hotel for its services. The group contract will state the following: “ConferenceDirect will receive a commission from the hotel for its services with respect to this program.” In addition, if attendees pay room and tax on their own, then Hilton Worldwide will include the following additional statement in the group contract: “Name of Meeting Planner” agrees that it takes full responsibility for determining whether further disclosure of the commission is required and for making such disclosure if it is required. “Name of Meeting Planner” further agrees that it will indemnify and hold Hotel harmless for any fees, costs, liabilities or expenses that Hotel might suffer should any person claim that disclosure was insufficient. A standardized contract shell is available for ConferenceDirect, and may be found on OnQ Insider under: Channels / Departments / Global Sales Effective January 1, 2010 2010 GLOBAL OPERATING STANDARDS 33
- CONFIDENTIAL - RESERVATIONS & REVENUE For use by Doubletree hotels only FRONT OFFICE BUSINESS STANDARDS – DATA INTEGRITY, ROOM USE REPORTING All hotels with OnQ Technology must have the following procedures in place to ensure all hotel data is accurate in OnQ Forecast Management, OnQ PM, and Finance. Failure to adhere to these Standards will create data integrity issues for the hotel between OnQ FM and OnQ PM. If the hotel does not have OnQ Technology, these designations must be employed in any required performance reporting to the company. COMPLIMENTARY ROOMS Because hotels need to review transient guest rooms extended on a complimentary basis, a "Complimentary" Market Category (MCAT) is added to the CRS. For Hotels with OnQ Technology, OnQ FM will view any SRP associated with this complimentary category as a comp SRP. Hotels can create as many complimentary room SRPs as necessary. Hotels do not need to delete transient SRPs already in use. Instead, simply ensure that those SRPs are associated with the Complimentary MCAT. Group complimentary rooms should not be coded under the Complimentary MCAT; they should be coded under the applicable Group MCAT. Zero-rated rooms in OnQ PM are indicated as complimentary by setting the status flag. However, setting this flag alone will not ensure that the room nights are tracked as complimentary in OnQ FM. The Complimentary Status Flag must be used in conjunction with an SRP coded to the Complimentary MCAT. HOUSE USE RESERVATIONS House Use rooms are any rooms where a hotel employee must stay overnight for work-related reasons in a complimentary status. An example of this would be the Manager On Duty. This would also apply to persons who are working for the hotel but are not necessarily employees. An example might be a telephone engineer who is at the hotel replacing the telephone lines. A house room can only be authorized by hotel management. To track a House Use room on a House Use basis in OnQ FM, the Complimentary Status Flag must be used in conjunction with a House Use SRP (Hotels with OnQ Technology only). OUT OF ORDER “Out of Order” is used in OnQ PM to indicate rooms currently not in service for property reasons such as plumbing, carpet, renovations, etc. Hotels cannot report rooms out of order for six months (6) months or longer as Off Market, thereby reducing rooms available. DAY USE Day Use rooms are those that arrive and depart on the same day and are not considered part of nightly occupancy. Day Use Revenue is based on all the room revenue posted against the Day Use General Ledger in OnQ PM. All room charges (including room and tax) must be posted against Day Use General Ledger before any end-of-day process is run. OnQ FM expects no occupied rooms for Day Use rooms. If a hotel does not post the revenue correctly (under the Day Use GL), the revenue will be excluded from OnQ FM. LATE CHECK OUT FEES Late Check Out Fees are fees assessed to rooms that depart after the departure time of the hotel. This fee is different from other fees and should not be mixed with fees such as Day Use, Early Departure, Late Cancellation, etc. EARLY DEPARTURE FEES Early Departure Fees are those fees assessed to rooms that depart prior to the original departure date unless departure date is changed at or prior to check-in. Please process Early Departure Fees as follows: • Post Early Departure Fees revenue to Early Departure GL. Effective January 1, 2010 2010 GLOBAL OPERATING STANDARDS 34
- CONFIDENTIAL - RESERVATIONS & REVENUE For use by Doubletree hotels only • Verify GL mapping with the Director of Finance or Controller. • Follow standard check-out procedures. GUARANTEED NO-SHOWS Guaranteed No-Shows are those reservations who do not arrive, do not cancel, and are guaranteed by a Credit Card or a pre-payment. Please process Guaranteed No Shows as follows: • Let the Guaranteed No-Show rooms run through the system during the close of day. Determine the number of no-show guests from the previous day. • Post the No-Show room revenue to the No-Show. Please verify GL mapping with the Director of Finance or Controller. WALK-INS Walk-ins are those individuals that do not have a reservation. Walk-in rooms are only tracked inside of OnQ FM by use of the Walk-in tool bar button in OnQ PM. Please process Walk-In Rooms as follows: • Select the Walk-In button from the tool bar. • Select the Room Info button to determine the hotel’s rate and availability. • Select the appropriate SRP and room type. • Do not use the Create Reservation tool bar button! ALLOWANCES An allowance is the correction of an incorrect posting or transaction made on a past date – or the reduction on a customer’s account due to a complaint relating to service for transactions posted to the folio on a past date. Allowances MUST NOT be used to correct an incorrect posting or transaction that was made on the same day. The adjustment option is used in that case. Adjustments MUST NOT be used to correct an incorrect posting or transaction that was made on a past date. Late Cancellations Fees are fees assessed to rooms that cancelled outside the approved cancellation policy timeline. Late Cancellation Fees must be processed daily, under a dedicated charge code, and coded to GL Account #01-07575. Effective January 1, 2010 2010 GLOBAL OPERATING STANDARDS 35
- CONFIDENTIAL - RESERVATIONS & REVENUE For use by Doubletree hotels only FINANCIAL REPORTING / ACCOUNTING / PAYMENTS The statements and certificates below must be delivered to the Brand's Representative for Marketing within 120 days after the hotel’s fiscal year-end. If the hotel is a franchised hotel it must submit an annual financial statement of the hotel (including operating statement, profit and loss statement and balance sheet), accompanied by a cover letter signed by the controller or chief financial officer of Owner certifying that the statements “are true and correct and have been prepared in accordance with generally accepted accounting principles, consistently applied.” Other financial reports as required by the Agreement and additional reports and information as Brand may request. Financial results must be reported under the accrual method of accounting and in accordance with the American Hotel and Motel Association publication, Uniform System of Accounts (9th edition – 1997). The hotel must include in its reporting of gross room revenues all revenues derived from the sale or rental of guestrooms (both transient and permanent), including guaranteed No-Show revenue and credit transactions (whether or not collected), at the actual rates charged less standard allowances and taxes, and insurance proceeds attributable to lost room revenue. Brand may, from time to time, require the hotel’s gross room revenues to be reviewed and certified as being true and correct by an independent certified public accountant. All fees and charges due to Brand or its subsidiaries or affiliates must be paid in . dollars on a current basis. Payments over 30 days past due may be assessed past due interest at one and one-half percent (%) per month or the highest percentage interest rate permissible by law, whichever is less. The hotel’s books, accounts, and records are subject to independent audit by Brand or Hilton Worldwide. The Owner must pay underreported fees as revealed by audit and also may be responsible for paying past due interest on such amounts, and the cost of the audit. Effective January 1, 2010 2010 GLOBAL OPERATING STANDARDS 36
- CONFIDENTIAL - RESERVATIONS & REVENUE For use by Doubletree hotels only GENERAL RULES OF OPERATIONS The absolute value of the room rates are determined at the discretion of each Owner; however, the rate hierarchy, ., the relationships between the various rate plans offered, must comply with the Brand pricing policy to create rational pricing and Brand consistency through the various distribution channels. In addition, hotels must comply with standard parameters of rate plans that are shared across the Brand. No hotel or management group can use any Brand or Hilton Worldwide system or report for the purpose of increasing revenue at the expense of another hotel in the Hilton Worldwide portfolio. No room charge shall be made for children 18 years of age and under sharing the same room with their parent(s) or grandparent(s). Additional non-room charges may be levied at all-inclusive resorts. Room rates charged to guests must be inclusive of all operating costs and expenses required to deliver core Brand product / service components. Posting of specific incremental charges for core product, service elements and operating processes (., standard labor/service fees, resort fees, energy charges, credit card surcharges, etc.) is prohibited. All add-on fees must be approved by Brand Management through the waiver process. All add-on fees must be “opted in” by each guest. Brand personnel must be offered complimentary accommodations when conducting hotel consultations or any other travel that will benefit the hotel. Regular room and tax, and meal charges must be complimentary for the Quality Assurance Auditor for purposes of conducting a Quality Assurance Evaluation at the hotel. Where quality assurance evaluations need two days to be completed, all charges must be complimentary. Effective January 1, 2010 2010 GLOBAL OPERATING STANDARDS 37
4 HOTEL FACILITIES BUSINESS CENTER EXECUTIVE LEVEL & LOUNGE STANDARDS POOL AREA FITNESS CENTER SPA EXPERIENCE RESORT EXPERIENCE GIFT SHOP SIGNAGE & FLAG DISPLAY LANDSCAPE MAINTENANCE EMPLOYEE LOUNGE DMX ATM (AUTOMATED TELLER MACHINES) GENERAL RULES OF OPERATIONS CONFIDENTIAL - for use by Doubletree hotels only Questions regarding the contents of this Manual may be directed to the following address: DOUBLETREE HOTELS Attn: Brand Standards Department 7930 Jones Branch Drive McLean, VA 22102 (703) 883-1000 Effective January 1, 2010 2010 GLOBAL OPERATING STANDARDS 38
- CONFIDENTIAL - HOTEL FACILITIES For use by Doubletree hotels only BUSINESS CENTER Each Brand Hotel must have a Business Center available for guest use 24 hours a day, year around. The Business Center should be conveniently located near the front desk. The furniture must be first class, and fit with the décor of the lobby or adjoining public area. The layout of the area must provide comfortable seating for no less than two (2) people. Business Center amenities must include: A. A minimum of two (2) IBM, Dell or Hewlett-Packard workstations with 17" flat panel monitors B. Windows XP Operating System or better C. High-Speed Internet Access (HSIA) (must be complimentary in NAM Region) D. An additional complimentary HSIA port and cable should be made available for laptop users E. An inkjet or laser printer, connected to both terminals F. An additional printer cable should be made available for laptop users G. PrinterOnTM must be accessible from both workstations (NAM, CSACRB Regions Only) H. A fax machine (may be incorporated with the printer), or fax service provided at the front desk, with appropriate signage I. A photo-copy machine, or copy service provided at the front desk, with appropriate signage J. Task specific supplies (stapler, three-hole punch, tape, pens, correction fluid, etc.) K. Shipping supplies, or service provided at the front desk, with appropriate signage L. One (1) house telephone The Business Center workstations must be configured with reasonable security precautions to protect the guest from Internet viruses, spyware, electronic fraud and identity theft. A locked desk or cabinetry should be considered for securing the CPU and preventing theft or malicious tampering. In this case, a USB hub or a keyboard with USB port must be provided. In order to protect guests from identity theft while using the Hotels’ Business Center PCs, to protect the hotels’ business center PCs from Internet threats and to protect the Hotels’ information systems (including OnQ PM, POS, etc.) from unauthorized access, all business center PCs must be on a separate network from the hotel's Property Management System (OnQ PM) and Point of Sale (POS) and must comply with the following technology standards: A. All business center computers must have an up-to-date anti-virus program installed that cannot be disabled. B. Anti-spyware software must be installed and current for Windows-based systems. C. All business center computers must be routinely updated with all patches within 30 days of their release date from the software manufacturer (., Microsoft Updates). D. All business center computers must be inspected daily for physical key logging devices. E. All business center computers must be on a network separate from the hotel’s Property Management System & Point of Sale in order to prevent public access to the cardholder systems. F. All unnecessary and insecure services and protocols not directly needed to perform the device's specified function (., FTP and telnet) must be removed. G. All passwords must meet the requirement of a strong / complex password and be changed every 90 days. H. Administrator account cannot be “administrator” and must be renamed at time of installation. I. Guest access to the workstation must be through the Windows Guest account or some similar account with no administrator or power user privileges. Effective January 1, 2010 2010 GLOBAL OPERATING STANDARDS 39
- CONFIDENTIAL - HOTEL FACILITIES For use by Doubletree hotels only J. It is recommended that Business Center PCs are installed with a program that preserves the baseline computer configurations, eradicates all modifications, and returns the computer to its original state (., Deepfreeze or Steady State). All hotels must offer the remote printing services allowing all guests with laptops and/or PDAs to print documents remotely from guestrooms to the hotel Business Center or Front Desk/Office printer at no cost. Hotel-specific printing directions must be professionally printed on a tent card placed next to the HSIA connection, or on a laminated instruction sheet located in the desk drawer. NAM, CSACRB Regions: All hotels must offer the remote printing service provided by PrinterOn™ and PrinterOn™ hotel-specific printing directions. EXECUTIVE LEVEL & LOUNGE STANDARDS Executive Lounges are optional, but are required if the hotel designates guestrooms as “Executive." Any guestroom with the designation "Executive" must either be on a floor or have access to a floor with an executive lounge. Meeting rooms will not be considered an executive lounge. The Executive Lounge must include a pantry, permanent buffet, adequate storage space, and a separate plate-up / sanitation area. It is recommended that the Lounge remain open seven (7) days a week. At a minimum, the Lounge must be open and staffed: A. Monday – Friday for a minimum of three (3) hours to serve breakfast between the hours of 6:00 . to 10:00 . The hotel may choose the hours that work best for its specific business demands. B. Monday – Friday for a minimum of two (2) hours to provide hors d'oeuvre and bar service between the hours of 5:00 . to 8:00 . The hotel may choose the hours that work best for its specific business demands. C. When the hotel is operating at 20 percent occupancy or less of the Executive Level rooms, the hotel may choose to offer complimentary continental breakfast and hors d’oeuvres coupons to be redeemed at the hotel outlets. Breakfast service must include at a minimum each of the following items: • Minimum of one (1) hot egg breakfast item • Sliced or cubed seasonal fruit • Three (3) bakery items (., bagels, muffin, Danish, etc.) • Three (3) varieties of individually packaged containers of cereal • Cereal or breakfast bars • Skim and 2% milk in individually packaged containers • Regular and decaf coffee • Minimum of three (3) varieties of tea (to include decaf) • Fresh orange juice • Minimum of two (2) other juice selections • Bottled water • Two (2) varieties of soft drink (one must be a diet soda) • Appropriate variety of condiments including jams, butter, cream, sugar, Equal / Splenda, etc. • TO GO cups with lids for coffee Effective January 1, 2010 2010 GLOBAL OPERATING STANDARDS 40
- CONFIDENTIAL - HOTEL FACILITIES For use by Doubletree hotels only Hors d'oeuvre service must include at a minimum each of the following items: • Minimum of one (1) hot hors d’oeuvre (rotating schedule) • Minimum of one (1) cold hors d’ oeuvre (rotating schedule) • Minimum of two (2) snack items (fresh fruit, nuts, potato chips, pretzels, etc.) • Appropriate variety of condiments including dipping sauces, ketchup, etc. • Minimum of one (1) dessert must be available for an hour prior to closing (., freshly-baked cookies, etc.) Bar Service must include at a minimum each of the following items: • Minimum selection of three (3) different beers (domestic, import, and light) • Minimum selection of two (2) wines (one red, one white) • Minimum of four (4) varieties of soft drinks (one must be a diet soft drink) • Bottled water • Regular and decaf coffee • Minimum of three (3) varieties of tea (to include decaf) • Appropriate variety of condiments including cream, sugar, Equal / Splenda, etc. It is recommended that the bar service include premium labels of spirits. Hotels are permitted to charge for alcoholic beverages but standard beverages (., soft drinks, juice, tea, coffee, bottled water, etc.) must be complimentary. If the Executive Lounge is not open on Saturday and/or Sunday, and the hotel charges a premium for these rooms, the hotel must offer a comparable alternative (., Breakfast Coupons, Drink Coupons, etc.). The Executive Lounge must offer the following items: • Complimentary wireless HSIA • Daily English and local language newspapers, business and news magazines • LCD HD-ready television (minimum size 26") tuned to local news, CNN, MSNBC, or popular sporting event. All replacement televisions must be a minimum size 42". Turndown service must be offered upon request for all guestrooms on the Executive Level. Effective January 1, 2010 2010 GLOBAL OPERATING STANDARDS 41
- CONFIDENTIAL - HOTEL FACILITIES For use by Doubletree hotels only POOL AREA The pool, sauna, and whirlpool facilities must be open and accessible to registered guests from 6:00 . until 10:00 . daily, weather and climate permitting. Pool operating hours must be prominently posted at all pool area entrances. The pool area must be secured and accessible only to appropriate hotel staff during off-hours. Clean towels must always be available at the pool for guest use. Pool towels shall be 34" x 70" in size at a minimum, 20 lbs /dozen in weight. POOL FURNITURE A. Plastic pool furniture is not allowed (Compliance date 4/30/2011). B. All pool, whirlpool, outdoor, or indoor chaise lounge cushions must meet the following specifications: 1. Maker/Model: Universal Chaise Cushion with Double Welt 2. Materials: ” solid foam with Polyester luxury firm fiber wrap 3. Colors: Pacific Blue, Hunter Green, Sunflower Yellow, or Beige C. Chaise lounge cushions are not required on Brand approved pool furniture (., sling styles). The whirlpool must be operated between the temperatures of 99º F (º C) and 103º F (º C). At no time should water temperature be in excess of 104 º F (40º C). Heated pools must be operated between the temperatures of 80º F (º C) and 82º F (º C). If different, local laws regarding whirlpool/pool temperatures supersede this standard. The whirlpool filtration system must be operated a minimum of two - three hours per day, with a full filtration turnover of not more than 30 minutes. FITNESS CENTER GENERAL A. All hotels must have a Precor certified fitness center. All hotels will receive a certificate of completion issued by Hilton Worldwide Fitness Department upon completion of the new equipment and design package. The certificate must be kept on file. Certification toolkits and Design and Construction standards are available on OnQ Insider. B. The fitness center must be complimentary and open to guests 24 hours a day, 7 days a week, and be key card accessible except when accessed via the swimming pool. C. Guests 16 years of age and under must be accompanied by an adult. D. The fitness center must meet all Design & Construction specifications as set in the Design & Construction manual; including but not limited to square footage, design schemes and finishes, mechanical/plumbing requirements, electrical requirements, FF&E requirements, etc. E. All fitness centers must be included in a regular daily cleaning and maintenance schedule that focuses on the heavy use periods throughout the day. This service must include: equipment wipe down, replenishment of towels, removal of soiled linen, replenishment of bottled waters, removal of trash / debris, flooring maintenance, mirrors and restrooms, and organization / storage of all movable Core and Balance equipment. F. The fitness center must be checked a minimum of three (3) times each day by housekeeping for cleanliness and all equipment must be checked at least once a day by engineering or fitness center supervisor to ensure proper working order and safety. Hotels must have a tracking system in place to verify these inspections are taking place daily. Effective January 1, 2010 2010 GLOBAL OPERATING STANDARDS 42
- CONFIDENTIAL - HOTEL FACILITIES For use by Doubletree hotels only EQUIPMENT A. All exercise equipment must be of commercial quality, and of make and model as specified below. All clearances as specified by the manufacturer must be maintained in accordance with the plans provided at installation. B. Cardio equipment must not exceed four (4) years of age. Strength machines, benches and racks must not exceed five (5) years of age. Core and Balance equipment must not exceed two (2) years of age. All Equipment must be maintained in “like new” operating condition and refreshed no later than the appropriate two, four or five year cycle. C. A Cable Management System is required to conceal the power and coaxial cables. D. The minimum required equipment (depending on square footage and configuration) is as follows: (NOTE: quantities are confirmed through approved floor plan layouts) CARDIO EQUIPMENT: TREADMILL: Precor C956i w/internal LCD monitor ELLIPTICALCROSSTRAINER: Precor EFX576i Full Body w/internal LCD monitor RECUMBENT CYCLE: Precor C846i w/internal LCD Monitor UPRIGHT CYCLE: Precor C846i-u w/internal LCD Monitor STRENGTH MACHINES: WEIGHT TRAINING SYSTEM: Precor FTS “Functional Training System” or FTS Glide including handles and rack package (based on final layout by Hilton Worldwide Fitness Department) DUMBELLS: Urethane Dumbbells; Primary set # 1 (pairs lbs – 5, 10, 15, 20, 25, 30, 35, 40, 45, 50) BENCHES & RACKS: ADJUSTABLE BENCH: Precor 119 Superbench STRETCH TRAINER: Precor C240i Stretch Trainer DUMBBELL RACK: Precor 812; 10 pair Dumbbell Rack CORE & BALANCE EQUIPMENT: (all core and balance kits must be approved by Hilton Worldwide Fitness Department): STABILITY BALL: 65cm (minimum of 2) STABILITY BALL HOLDERS (minimum of 2) MEDICINE BALLS & RACK PACKAGE FOAM ROLLERS (minimum of 2) STRETCH MATS (minimum of 2) AMENITIES The fitness center must provide the following items during operating hours: A. Fresh and clean hand towels stored in a Brand approved towel station (refer to Design & Construction Standards manual for specifications on towel station / towel drop casegood unit) B. Bottled water or water cooler with throw away cups or plumbed in water fountain. Water cooler and/or plumbed in water fountain must have efficient drainage. C. Headphones and foam replacement ear pieces (these can be made available upon request with appropriate signage) D. Sanitary “hygiene wipes” enclosed in a Brand approved stainless steel display container. E. One (1) wall clock F. If the fitness center has dedicated bathroom(s) and/or locker rooms, appropriate bathroom and shower amenities must be provided. Locker rooms must also contain a Brand approved weight scale. Effective January 1, 2010 2010 GLOBAL OPERATING STANDARDS 43
- CONFIDENTIAL - HOTEL FACILITIES For use by Doubletree hotels only G. A minimum of one (1) remote controlled, wall-mounted LCD TV (26" minimum for existing TVs, 32" minimum for TVs purchased after 1/1/2010). All TVs must provide a selection of channels including world news, local news, sports, and music channels. All TVs must be mounted close to the ceiling and conceal power and cable cords. Based on layout, additional TVs may be required by Hilton Worldwide Fitness Department. H. Vending machines are not allowed inside the fitness center. GRAPHICS AND SIGNS A. The fitness center must be clearly marked and identified with the approved and trademarked words and graphics “Doubletree Fitness by Precor.” The signage graphics are available from Brand and may be purchased locally. B. B. Each piece of equipment must display instructions on its proper use. C. The fitness center entrance must be clearly visible from guestroom elevators or directions to the fitness center clearly marked from elevator on the fitness center floor. D. Artwork is not permitted in the fitness center. E. Signage indicating hours of operation must be clearly visible at entry. All posted hours must be met. SAFETY A. Emergency signage must conform to the graphics and identity standards. The signage must include details regarding emergency services/requirements as outlined by local law. B. Instructional signage must conform to the graphics and identity standards. In addition to any local law requirements and unless there is a conflict with local law, instructional signage must include the following fitness center guidelines at a minimum: • Consult a Physician before beginning an exercise program. • For your safety, please follow posted instructions when using equipment. • Use equipment at your own risk. • Children under 16 years of age are not permitted in the Fitness Center. • Stop exercising if you feel faint, dizzy, exhausted or have any feeling of discomfort. • In the interest of hygiene, please wipe down equipment after use. • [Brand] is not liable for personal injury, loss of property or any other claims arising out of the use of this facility or the equipment. • Lockers are available on a first come first serve basis, for day use only. The Hotel does not supply locks. (if applicable) C. The fitness center must have dual-language signs to meet international hotel standards where applicable. D. An emergency panic button is required in the fitness center. The button must be located 36" maximum above finished floor with an annunciation bell located at the front desk. A separate telephone with red casing that direct dials to the front desk is an acceptable alternative. E. Lights for the fitness center must be on "key" switches or controlled at the circuit breaker so that they remain on at all times. Effective January 1, 2010 2010 GLOBAL OPERATING STANDARDS 44
- CONFIDENTIAL - HOTEL FACILITIES For use by Doubletree hotels only SPA EXPERIENCE The following are the minimum spa requirements that the hotel must satisfy if it desires to refer to an onsite facility as a “spa” whether or not the word spa is used in the hotel or the facility name. All hotels with existing spa facilities that do not meet all of the below must contact the Hilton Worldwide Spa Team at spa@. GENERAL REQUIREMENTS A. The spa facilities must meet all Design & Construction specifications as set in the Design & Construction manual; including but not limited to square footage, required facilities, mechanical/plumbing requirements, electrical requirements, FF&E requirements, etc. B. If the spa facilities are outsourced to a third-party operator, the Spa Operator must comply with all physical, cleanliness, and service Standards, and is subject to periodic Quality Assurance inspections. The hotel is responsible for ensuring compliance. Brand must treat non-compliance with Brand Standards by a third-party operator as if the non-compliance were by the Owner. C. All new spas or renovations of existing spas must have complete plans and specifications approved by Brand Management and Hilton Worldwide Spa Team prior to ordering materials or commencing construction. D. All Operating and Treatment standards must be approved by Brand and the Hilton Worldwide Spa Team. E. All spa employees must be knowledgeable about the facility and its services. Treatment features and benefits must be explained during an enquiry, reservation process or before start of any treatment. F. Minimum hours of operation for spa must be from 9:00 . to 8:00 ., staffed seven days a week. Resort designated hotels may operate spa from 10:00 . to 8:00pm. The spa reception must be staffed at all times. G. Minimum age for spa guests must be 16 years. Guests under the age of 16 years must be accompanied by an adult. H. Gift Certificates or gift cards must be available for purchase at the Spa reception desk and the Front Desk during Spa’s closing hours. I. Spa use exclusivity: Only guests receiving a treatment or paying a daily facility use fee will be admitted into the spa. A personalized facility tour will be offered to each spa guest receiving a treatment or using the spa facility for the first time. J. All rooms/areas must be free of clutter. All major equipment items must have designated storage space, which is easily accessible to the staff. All spa equipment is to be maintained like new; clean and in excellent working condition. K. Highly visible, yet unobtrusive presence of attendant and/or housekeeper in locker room must be provided to ensure cleanliness and tidiness of the facility. L. Soothing music to provide ambiance throughout spa (appropriate to the specific area in which it is played), controlled via main reception, is required. All treatment rooms must have individual volume controls. M. All areas of the spa including locker and lounge areas are cell phone free zones. All employee footwear must be soft-soled to reduce noise (hard heels are prohibited). SYSTEMS A. Spa software must be integrated with hotel software for billing and guest information. Spa software must be approved by the Hilton Worldwide Spa Team. MEA Region Only: Spa software must have the ability to run two (2) separate (male/female) spa facilities from one central booking point. Effective January 1, 2010 2010 GLOBAL OPERATING STANDARDS 45
- CONFIDENTIAL - HOTEL FACILITIES For use by Doubletree hotels only B. Guests must be able to charge spa services to their room folios. C. Participation in online booking through is optional however hotels wanting to participate must use Hilton Worldwide's preferred provider, SpaBooker. D. Hilton Worldwide Spa Collection Spas are required to enroll in The Hilton Worldwide Spa Collection program. AMENITIES A. Lockers: 1. All lockers must include: wooden hangers, jewelry storage/safe. Lockers must be stocked with robes and sandals (if not provided at registration desk). AP Region: Yukatas may be used instead of robes. 2. MEA, AP Regions: Provision of shoe baskets for each locker or specific storage for shoes to allow segregation from other personal items. 3. Provide one (1) house phone located in locker area. B. Relaxation Lounge (if applicable): 1. High-end beverage presentation to include water, hot teas, specialty beverage and seasonal fruits are required. C. Showers: 1. A minimum of three (3) shower amenities (shampoo, conditioner, and body wash) dispensed from wall-mounted units or custom-designed units within shower stalls must be provided and approved by Hilton Worldwide Spa Team. D. Vanity Area: 1. Seated, dry grooming vanity area in locker room with a minimum of two (2) hair dryers in good repair and well maintained is required. 2. A variety of full-size personal care amenities and products such as hair styling products and tools, deodorant, mouthwash, body lotion, and disposables such as cotton swabs and facial tissue must be readily accessible to all guests, and must be approved by Hilton Worldwide Spa Team. E. Waiting Area: 1. Reading materials to include gender appropriate magazine selections with broad appeal to travel, wellness, economics, sports or other relevant themes, as approved by Hilton Worldwide Spa Team, must be available. 2. Waiting area will have high end beverage presentation that offers water, teas, and specialty drinks. F. Therapy Area: 1. Cold towels must be available near the sauna and steam room. G. Treatment Area: 1. Hydraulic Massage tables must have the capability to be heated (., heating pads). 2. All lighting, aromas, music, and temperature elements must be within the control of staff for the customization of each service. 3. All treatment rooms must have individual music volume control and individual temperature control with a device that indicated the status of the temperature. 4. Clocks must be unobtrusive and silent. Effective January 1, 2010 2010 GLOBAL OPERATING STANDARDS 46
- CONFIDENTIAL - HOTEL FACILITIES For use by Doubletree hotels only RETAIL SERVICES A. Retail services must be provided adjacent to or near spa main entrance. B. Professional, proprietary, and other spa product offerings in the spa operations must be available for purchase and must be approved by the Hilton Worldwide Spa Team. Each product must be identified with a price label and have testers available to allow guests easy interaction with the products. TREATMENT & MENU REQUIREMENTS A. A diverse spa menu should offer different modalities of massage; skincare and waxing services; body treatments such as wraps and scrubs; in-room treatments, manicure / pedicure; couples services; and outdoor treatments if applicable. B. All treatments must be approved by the Hilton Worldwide Spa Team. C. Signature spa treatments and packages reflecting a sense of place and history of the geographic or cultural area may be offered, as approved by Hilton Worldwide Spa Team. D. Professional product lines must be approved by Hilton Worldwide Spa Team. E. Hotels may place a Spa brochure with complete Spa menu in all guestrooms with prior Brand approval. When folded, the brochure must not be larger than " x 9". Effective January 1, 2010 2010 GLOBAL OPERATING STANDARDS 47
- CONFIDENTIAL - HOTEL FACILITIES For use by Doubletree hotels only SAFETY REQUIREMENTS A. Spa operations must comply with all local/state requirements for therapists and spa licensing (including but not limited to health codes and disability regulations). B. Estheticians, massage therapists, and nail technicians must be State/nationally licensed and certified (as available), and highly qualified. Copies of licenses must be available for review. C. Effective emergency systems (fixed / mobile panic alarms audible to the main spa reception) must be provided in treatment rooms and in locker rooms that have sauna / steam facilities. D. Spa guests must complete a medical questionnaire as part of their treatment consultation. E. International Spa Association (ISPA) Code of Conduct must be strictly followed. F. Material’s Safety Data Sheets (MSDS) must be available for all products and substances used in the spa. G. The spa must adhere to all Corporate Risk Management guidance. H. Operating standards must comply with specific regional customs and religious standards. RESORT EXPERIENCE Resort Standards are currently under review. These standards must include minimum requirements that a hotel must satisfy in order to be designated as a Resort. GIFT SHOP NAM Region An on-premise gift shop must be open at a minimum from 7:00 . until 2:00 ., and from 5:00 . until 9:00 . daily. Hotels may submit plans to create a self-service gift shop adjacent to the front desk. The gift shop must carry, at a minimum: • Non-prescription medication (., aspirin, cough drops, etc.) • Toiletries and personal sundries • Postage stamps (or available at the Front Desk) • Camera supplies • Limited gifts / souvenir type items • Drinks, snacks, and candy • Reading material* • RJ-45 cables, USB flash drives, CD-R discs and other laptop accessories are highly recommended *Adult reading material is permitted. However, it must be tastefully merchandised. Adult magazines should display the title of the magazine only and must be out of reach and direct view of children. HUKI, MEA, AP, EU, CSACRB Regions Hotel is not required to have a gift shop. However, if it does it must comply with the following standards: A. Minimum hours of operation from 7:00 . to 2:00 . and 5:00 . to 9:00 . daily. Hours of operation must by posted at the entrance. B. Automated vending machines are not permitted. Self-serve gift shops adjacent to the front desk are permissible, provided the design is approved by Brand Management. C. The following items are highly recommended where applicable law allows and licenses have been obtained: Effective January 1, 2010 2010 GLOBAL OPERATING STANDARDS 48
- CONFIDENTIAL - HOTEL FACILITIES For use by Doubletree hotels only • Non-prescriptive medication (., aspirin, cough drops, etc.) • Toiletries and personal sundries • Camera supplies and electrical adaptors • Limited gifts/souvenir type items • Non alcoholic drinks; snacks and candy • Reading material. Adult reading material is permitted; however it must be tastefully merchandised. Adult magazines should display the title only and must be out of reach of children. • RJ-45 cables, USB flash drives, CD-R discs and other laptop accessories • Beer and wine • Cigarettes SIGNAGE & FLAG DISPLAY All signage, existing and replacement, must comply with the required Brand Doubletree Graphics & Identify Standards and must receive prior approval from the Brand before manufacture and installation. If a hotel chooses to display flags, the Brand flag is the principal flag displayed unless applicable law requires otherwise. Hotels may display a maximum of three flags. Where three poles are used to fly the flags, the country or provincial flag must be on the middle pole and always at the highest level when poles vary in height. All flags must be flown in accordance with applicable law. Flags may be raised and lowered each day or flown consistently, at the hotel’s discretion. If the flag is flown continuously, the flag(s) must be illuminated at night. All flags must be clean and in good repair. Hotels with flag poles must fly flags. USA Region Only: The approved USA 5-Ring Olympic flag may also be flown below the United States flag. All flags can be purchased online by visiting . Under “Category” click on “Hilton”; the password is 7Hilton55. The following interior signage must include international symbols: A. Public restrooms B. Elevators C. Wheelchair access D. Location of stairs and directional signage to stairs E. Non-smoking areas F. Restaurants G. Lounge H. Pool and fitness center I. Location of elevators J. Elevator/fire non-usage K. Fire extinguisher Effective January 1, 2010 2010 GLOBAL OPERATING STANDARDS 49
- CONFIDENTIAL - HOTEL FACILITIES For use by Doubletree hotels only All hallways and walkways must display directional signage according to Identity Standards for vending areas, meeting rooms, pool, guestrooms, public restrooms, gift shop, and elevators on that floor. LANDSCAPE MAINTENANCE A. Exterior and interior landscaping must be maintained in a high quality residential manner, with no dead plants or excessively large bare spots. The use of native and succulent / drought-resistant plants rather than those requiring significant watering is recommended. B. Driveways and walkways must be in good repair and free of debris. C. Walkway lighting must be in good working order. Outdoor lighting must be lit from dusk to dawn or as designated by applicable law, and should be controlled by an automatic timer. EMPLOYEE LOUNGE All hotels are required to have a dedicated employee lounge / break room area. The following appliances must be included: • Full-size refrigerator • Microwave • Television (optional) Appropriate seating must be available to all employees during peak use hours. The furniture must be in good condition, and must be on a consistent deep clean and PM schedule. Older furniture from banquets, guestrooms, or any other areas of the hotel is not permitted. DMX Each Brand hotel must have DMX On-hold Messaging. Additionally, each Brand hotel must have DMX Music Services in the porte cochere (main entrance), common entryways, all common areas such as the lobby, lounge, elevator lobby, restrooms, meeting rooms, restaurant and bar. (Hotels outside of the United States where DMX is not available are required to use a Brand approved local service provider, and must have music in all required areas mentioned above.) ATM (Automated Teller Machines) Automatic teller machines (ATMs) may be located in the hotel. If an ATM is installed, it must meet these minimum requirements: A. It must not be installed in the immediate front desk area. B. It must be encased in a finished furniture cabinet that coordinates with the lobby style. Freestanding ATMs are not permitted. C. NAM Region Only: The ATM transaction fee/withdrawal charge may not exceed $ USD ALL Other Regions: The ATM transaction/withdrawal fee should be market driven. D. ATM Transaction fees must be communicated. Effective January 1, 2010 2010 GLOBAL OPERATING STANDARDS 50
- CONFIDENTIAL - HOTEL FACILITIES For use by Doubletree hotels only GENERAL RULES OF OPERATIONS All aspects of Brand facilities (including leased facilities and operations therein) that affect guests directly or indirectly must be maintained at all times according to the standards of quality and appearance set by Brand and associated with Brand hotel facilities. All Brand facilities must be maintained at professional, high quality levels including, but not limited to, the following: A. Clean, well maintained, and refurbished as is required to remain competitive in the marketplace B. Lighting in all areas, as required by Design & Construction Standards C. Effective ventilation to maintain all areas free from offensive odors D. Presentation of all rooms without stale or offensive odors E. Building exterior and interior furnishings and décor professionally designed, coordinated, and well maintained F. Interior and exterior landscaping replaced as necessary in a professionally designed and coordinated way G. Entry, Lobby and Registration Desk collateral: All placards, mounted materials and desktop displays must be approved by the Brand unless they are Brand required items (., HHonors signage). Pinball machines, jukebox-type music machines, coin-operated amusement machines, musical devices, and sundries vending machines must not be installed in frequently used public areas primarily designated for other uses (., near the restaurant). Video games must be located in a designated game room. Effective January 1, 2010 2010 GLOBAL OPERATING STANDARDS 51
5 GUESTROOM & BATHROOM EXPERIENCE ROOM AMENITY & SUPPLY REQUIREMENTS IN-ROOM SAFES TELEVISIONS IN-ROOM ENTERTAINMENT SERVICES CONFIDENTIAL- for use by Doubletree hotels only Questions regarding the contents of this Manual may be directed to the following address: DOUBLETREE HOTELS Attn: Brand Standards Department 7930 Jones Branch Drive McLean, VA 22102 (703) 883-1000 Effective January 1, 2010 2010 GLOBAL OPERATING STANDARDS 52
- CONFIDENTIAL - GUEST ROOM AND BATHROOM EXPERIENCE For use by Doubletree hotels only ROOM AMENITY AND SUPPLY REQUIREMENTS GUEST SERVICES DIRECTORY All hotels must feature the Doubletree free standing Guest Directory in every room. The following items must be included in the Guest Services Directory: A. Hotel's Welcome Letter, which must include CARELINE information (samples available through OnQ Insider) and speak to the hotel’s commitment to service excellence B. Hotel Services (., CARELINE, check-in & check-out information, Housekeeping services) C. Safety & Security D. Local Attractions E. Hotel phone directory and dialing information F. Business Facilities G. Fitness & Recreation (., Doubletree Fitness by Precor, pool, sauna) H. Food & Beverage, which must include hours of operation If the hotel is not located in an English speaking country, the Guest Services Directories must cover local and English languages. All hotels are required to feature the new free standing Doubletree In Room Dining Menu in every room. SWEET DREAMS BEDROOM LINENS / BEDDING REQUIREMENTS All new and converting hotels coming into the System must comply with all Sweet Dreams bed Standards at the time of opening under the Doubletree Brand. Required items are: A. MATTRESS AND BOX SPRINGS 1. Mattress must meet the following specifications: Warranty: 10-Year, Non-Prorated Springs Unit: Continuous Support System: 14-gauge continuous wire unit, 6-gauge border wire, reinforced edge support with steel edge, posturized center third, with the following coil counts: Full XL – 796; Queen – 848; Hotel King – 1,034; Eastern King – 1,040 Upholstery: INS#1 – Serta Pad Fill: (1) 1- 3/8" zoned convoluted foam Quilt: Top Layer – Comfort Quilt with flame blocker; (1) 7/8" zoned convoluted foam; (1) batt flame blocker; polyurethane foam Border: Multineedle quilted to flame blocker Cover Options: Burlington Cream Snow, anti microbial, treated to pass NFPA 701 Miscellaneous: Kevlar thread. Certified to be manufactured in accordance with the CA Bureau of Home Furnishings Tech Bulletin 129 2. Mattresses must meet the following minimum size requirements: Full 53” x 80” Queen 60” x 80” Hotel King 72” x 80” Eastern King 76” x 80” Mattress Height 12” (+/ - ½”) Effective January 1, 2010 2010 GLOBAL OPERATING STANDARDS 53
- CONFIDENTIAL - GUEST ROOM AND BATHROOM EXPERIENCE For use by Doubletree hotels only HUKI, MEA, AP, EU Regions: The above sizes may vary slightly based on regions or individual countries. Order forms for the Serta Sweet Dreams mattresses have been created and can be obtained through Hilton Supply Management (Productivity & Sourcing) for hotel's specific region / country. Orders for any bed size not on the order form will not be processed unless approved by Hilton International Strategic Sourcing. 3. Box Springs and Bed Frames must meet the following specifications: Springs Unit: 12 3/4-gauge continuous wire unit, 6-gauge border wire, posturized center third, reinforced edge support with the following coil counts: Full XL – 476; Queen – 532; Hotel King – 644; Eastern King – 672 Insulator: Heavy-duty fiber pad Cover: Non-skid top, border same as mattress Miscellaneous: Corner guards, turn labels, dust covers Height: 7 1/2” (+/ – 1/4") Bed Frame: Harris Hub; ” High Instamatic Frame 4. Serta’s Sweet Dreams by Doubletree Bed Sets are required. 5. Mattress must be rotated quarterly with rotation labels affixed to the mattress. 6. Platform beds will be considered with prior approval by the Brand. The platform must be constructed by the casegood manufacturer and any exposed wood, including legs, should have a furniture quality finish. Bed skirts will not be required with platform beds. Contact Hilton Supply Management (Productivity & Sourcing) for mattress specifications for use on Platform beds and Serta Order form. B. PILLOWS 1. Twin beds must feature two (2) Jumbo down pillows plus the Sweet Dreams Signature pillow. Full and Queen beds must feature four (4) Jumbo down pillows plus the Sweet Dreams Signature pillow. King beds must feature five (5) Jumbo down pillows plus the Sweet Dreams Signature pillow. HUKI and EU Regions: King beds must feature (4) Jumbo down pillows plus a minimum of one (1) Sweet Dreams Signature pillow. 2. Pillows must be presented stacked against the headboard: for Full and Queen beds, two (2) behind two (2); for King beds, three (3) behind two (2). 3. The pillows must be 20"x 28" down chamber pillows with the followings specifications: Weight: 29 oz. Fill: Outer chamber: down; Inner chamber: 95% small whole feathers with 5% down Labeled: 85% feathers and 15% down Tick: Barrier weave, 230 thread count, 100% cotton cambric; 185 thread count, 100% cotton inner Edge: Double needle sewn 4. One (1) Sweet Dreams Signature Pillow must be placed on each bed. The Signature Pillow is stacked in the middle and in front of the other pillows. 5. Pillow Protectors are highly recommended. T-180, 50 % cotton and 50% polyester threads, 21”x 30” with nylon zipper or envelope enclosure. The use of a colored pillow protector is suggested to help identify foam pillows. Pillow Protectors must be cleaned regularly. 6. Non-allergenic foam pillows must be available upon request and be the “Brenthaven” by Downlite eco cluster pillow, 20”x28”. 7. Pillows must be cleaned regularly. Effective January 1, 2010 2010 GLOBAL OPERATING STANDARDS 54
- CONFIDENTIAL - GUEST ROOM AND BATHROOM EXPERIENCE For use by Doubletree hotels only C. SUPER TOPPER MATTRESS PADS 1. Mattress pad must be of proper size to cover the entire mattress. Required dimensions: Single 40”-44”x 80” (HUKI and EU regions only, for conversion of existing hotels) Full 54” x 80” Queen 60” x 80” King 72” x 80” 2. The mattress pad must be 100% polyester. This mattress pad is 4-6 lbs. Fill weight: 28 oz bonded polyester per square yard. 3. Super Topper Mattress pads must be cleaned regularly. D. DOWN DREAMS COMFORTER / DUVET 1. There must be one Central Weight white down comforter per bed (all down, 75% whole cluster down and 25% small down fiber or feather; 230 thread count, 100% cotton, 15” sewn through box with double needle sewn edges). 2. Down Dreams Comforter must conform to the following sizes and weights: Single 70” x 89”, 20 oz (HUKI and EU regions only, for conversion of existing hotels) Full 86” x 98”, 28 oz Queen 93” x 98”, oz King 105” x 98”, 33 oz Beds with down comforter must be triple sheeted or double sheeted with the use of a washable duvet cover. Please see Item F below for specifics on the duvet cover and the top of the bed specifications. 3. To accommodate any guest who prefers non-down, a stock of hypo-allergenic, 100% polyester filled duvets must be maintained in the following minimum sizes (existing hotels should replace their current vellux-type blankets with the polyester duvets as new orders are placed): Full bed 82" x 90" Queen bed 90" x 90" King bed 105" x 90" The inventory must equal 15, or .05 x par stock (5%) of each bedding size the hotel offers, whichever is greater (. if the hotel has 200 king beds and 400 queen beds it must have 15 king duvets and 20 queen duvets available to fill requests). 4. Down Dreams Comforters / Duvets must be cleaned regularly. E. SHEETS 1. All sheets must be white, percale with a T-200 thread count, 60 percent cotton and 40 percent polyester threads. Higher thread counts are allowed. Hem size: 4"x1" Retail Hem. This allows for a 4" hem at the top of bed and 1" hem at the foot of bed (1” hems are color coded for size distinction; 4” hem thread must be white). 2. Minimum sheet sizes are specified as follows: Bed Size: Fitted Sheet Size No Tuck Flat Sheet Tuck Flat Sheet Size: Size Full XL 53" x 80" 54" x 80" x 12" 92” x 110” 92" x 128" Queen 60" x 80" 60" x 80" x 12" 102" x 110" 102" x 128" King 76" x 80” 78" x 80" x 12" 116" x 110" 116" x 128" Effective January 1, 2010 2010 GLOBAL OPERATING STANDARDS 55
- CONFIDENTIAL - GUEST ROOM AND BATHROOM EXPERIENCE For use by Doubletree hotels only Pillowcases must be 250 thread count, 60/40 cotton/polyester enriched with 1/8" satin piping, 42" x 35" dimension. NOTE: All hotels must phase in the Doubletree Top of Bed program by 12/31/2011. Hotels must utilize the Snow Fall (white basket weave pattern) or Executive Striped (white-on-white stripes pattern) pillowcases to coordinate with the duvet cover or top decorative sheet (see standard . F). F. BED COVERS/ BED SKIRTS AND SHEETING OPTIONS: NOTE: All hotels must phase in the Doubletree Top of Bed program by 12/31/2011. Hotels utilizing a “Double Sheeting” solution must utilize the Snow Fall (white basket weave pattern) or Executive Striped (white on white stripes pattern) duvet cover. Hotels utilizing a “Triple Sheeting” solution must utilize the Snow Fall (white basket weave pattern) or Executive Striped (white-on-white stripes pattern) linen as top decorative sheet. 1. Double Sheeting - Hotel must use a duvet insert and washable white duvet cover with a runner at the foot of the bed: a. White Duvet Cover: Content: 250 thread count, 60/40 cotton/polyester blend wrinkle free. Corners: Square Corners Opening: 2” Retail hem at top and bottom with pillowcase opening Closure: Sewn in 8” from each corner at opening Lining: Self Fabric Strings: Double string ties, 10”, on four corners to secure duvet insert. The strings at the top of the duvet are attached at the 2” hem. Strings at the bottom are sewn at each corner. For the duvet insert, use Central Weight Down Dreams Comforter/Duvet as described in Item D above. b. Bed Runner: Both sides of the bed runner must have a color face fabric. Sizes as follows: Hotel King 102"w x 22"d Eastern King 106"w x 22"d Queen 90"w x 22"d Full 83"w x 22"d The bed runner must be fully washable and cleaned regularly. c. EU, HUKI, MEA & AP Regions: Hotels may use European style sheeting. 2. Triple Sheeting – Down Dreams Comforter/Duvet is between the two top sheets, with a runner at the foot of the bed (to cover the end): a. Bed Runner: Both sides of the bed runner must have a color face fabric. Hotel King 102"w x 22"d Eastern King 106"w x 22"d Queen 90"w x 22"d Full 83"w x 22"d The bed runner must be fully washable and cleaned regularly. NOTE: Existing hotels that currently have decorative throws may phase in the bed runners by 12/31/2011. New hotels, hotels that are renovating and hotels that currently feature an all white top of bed must follow the runner Standard as outlined above. Effective January 1, 2010 2010 GLOBAL OPERATING STANDARDS 56
- CONFIDENTIAL - GUEST ROOM AND BATHROOM EXPERIENCE For use by Doubletree hotels only 3. Each bed must feature a tailored bed skirt to coordinate with the bed runner and room décor. The drop should equal the distance from the top of the box spring to the floor minus one inch. (Bed Skirts are not required on platform beds, as described in Item .) Style: Tailored with inverted kick pleats 5 pleats on King and Queen. Pleats to be located at foot and at center of sides and foot. 4 pleats on Full and Single beds. Pleats located at foot corners and center of sides. Lining: When applicable Platform 4" platform stripes with self fabric Stripes: Decking: 70/30 Poly-Cotton fabric Box Fit: Platform extended 8" at the head and sewn to the side drops for tight box fit. Non-Slip gripper fabric Hanes #V12065 or equal to be cut into 16” x 16” x ” triangle and sewn to corners of underside of platform. The hotel may elect to develop custom fabrics and design patterns. All designs must be submitted to Brand Design department for approval prior to production. G. DAILY LINEN CHANGE Hotels must change linen upon check-out and for stayover rooms by following the guidelines of the Conserve to Preserve program (see Standard ). H. PAR STOCK The hotel must maintain turns of linen and terry at the hotel. (One turn is the number of pieces of terry and linen required for all beds and guest bathrooms to be supplied to include turndown and guestroom refresh.) The hotel must also keep replacement duvets, bed coverings, and bed skirts equal to 15, or .05 (5%) of a turn, whichever is greater. A replacement stock of pillows is required equal to 15 percent of the hotel’s room count. A sufficient number of the Sweet Dreams Signature pillows must be maintained for replacements. Hotel must keep a minimum of five percent (5%) non-down pillows and duvets at the hotel, for guests with allergies. Hotels may designate one (1) room per 100 rooms as a non-down room and keep the room(s) made up with non-down products at all times. A waiver must be granted prior to executing a non-down room(s). Unless the guest specifically requests a non-down room, all guests must experience the full Sweet Dreams Bedding experience. I. Sweet Dreams by Doubletree optional program - suggested upgrade for suites and HHonors or Executive level rooms to 250 thread count, 60% cotton and 40% polyester linen. There are two (2) options available: 1. Executive striped linen – these sheets have white on white stripes; OR 2. Snow Fall basket weave pattern linen. Light bulbs located in the guestrooms must have sufficient wattage / lumens to produce foot candle measurements as outlined in the Design & Construction Standards Manual. Bulbs considered to be energy saving are highly recommended. Guestroom light bulbs must be “warm” in color (2700K). “Cool”, outdoor or institutional type bulbs are not permitted. Effective January 1, 2010 2010 GLOBAL OPERATING STANDARDS 57
- CONFIDENTIAL - GUEST ROOM AND BATHROOM EXPERIENCE For use by Doubletree hotels only IN-ROOM AMENITIES AND SUPPLIES Hotel must implement Brand’s bedroom & bathroom amenities and supplies as defined below: • The complete line of Brand approved guestroom and bathroom amenities and supplies must be used. No substitutions or deletions are allowed. • All guestroom supplies must conform to the approved Brand graphics and designs. • All amenities must be purchased from an established Brand supplier. Indicates required item in all rooms Indicates required item in upgraded rooms A. Hotel Rooms, Suites, and Parlors – Bedrooms AMENITY SIZE QUANTITY NAM HUKI MEA AP EU CSACRB Logoed memo pad & pen in faux leather pad holder 6" x 3" 1 with telephone, voicemail and wakeup call instructions Removable High Quality Wood Ladies N/A 5 Combination Hanger with clips (no ball clip) Removable High Quality Wood Hangers N/A 5 (no ball clip) Logoed Laundry/Valet Bag with Laundry Price Lists N/A 1 Logoed Doubletree AM/FM alarm clock radio with N/A 1 battery backup and MP3 Connection. AM/FM alarm clock radio with battery backup and N/A 1 MP3 Connection. Portable Luggage Rack N/A 1 Iron with automatic shut-off, nonstick surface, N/A 1 steam setting. Must be self-cleaning and stored in a mounted iron/ironing board caddy. Retractable cords are permitted. Water must be emptied daily. (where permitted by local law) Ironing board, freestanding type (tabletop 43" x 13" 1 boards are not permitted except in Accessible rooms). Must be placed or mounted inside the closet All replacements should be 53" x 13" Effective January 1, 2010 2010 GLOBAL OPERATING STANDARDS 58
- CONFIDENTIAL - GUEST ROOM AND BATHROOM EXPERIENCE For use by Doubletree hotels only Hotel Rooms, Suites, and Parlors – Bedrooms (cont.) AMENITY SIZE QUANTITY NAM HUKI MEA AP EU CSACRB TV Remote Control (per TV) N/A 1 Logoed Breakfast In Room Dining door hanger, N/A 1 placed on the pillow or hanging on the inside of the entry door (not required in Club Hotels that do not offer In Room Dining breakfast.) Logoed Doubletree At Home card N/A 1 Glass Tumblers (sanitized) 8 oz. 2 Logoed Glass Caps/Covers N/A 2 Stainless steel ice bucket with faux leather tray 2 l. 1 (Hotels without ice machines on guestroom floors are exempt) Ice bucket with cover and disposable plastic liner 2 l. 1 on a tray (Hotels without ice machines on guestroom floors are exempt) Bamboo waste receptacle with two (2) liners N/A 1 (1 recycled, 1 non recycled) Ignition resistant waste receptacle with decorative N/A 1 vinyl exterior surface or better 2-cup Wolfgang Puck Coffee Maker & Supplies N/A 1 (see for description) Electric Kettle & Supplies N/A 1 (see for description) OR 2/4-cup Coffee Maker & Supplies) N/A 1 (see for description) Emergency Instructions, Hotel/Floor Layout or N/A 1 Diagram, and Rate Card. These may be combined into one professionally mounted sign on the back of each room entry door. Logoed Privacy Please/Do Not Disturb card N/A 1 (where electronic version is not provided) Logoed free standing Guest Services Directory N/A 1 displayed in a Brand approved desk organizer. Television Channel Guide N/A 1 (if not provided on the TV screen display) Logoed CARELINE Brand approved tent card N/A 1 OPTIONAL: Logoed Stationery Sheets Logoed Envelopes White & Yellow Pages Effective January 1, 2010 2010 GLOBAL OPERATING STANDARDS 59
- CONFIDENTIAL - GUEST ROOM AND BATHROOM EXPERIENCE For use by Doubletree hotels only B. Hotel Rooms, Suites, and Parlors – Bathrooms AMENITY SIZE QUANTITY NAM HUKI MEA AP EU CSACRB Logoed Neutrogena “Clean” Facial Soap * oz / 35 g 2 Logoed Neutrogena “Clean” Shampoo .9 oz / 27 ml 1 Logoed Neutrogena “Clean” Conditioner .9 oz / 27 ml 1 Logoed Neutrogena Foaming Facial Cleanser .50 oz / 14 ml 1 (tube) Stainless steel amenity tray and soap dish N/A 1 Amenity tray and soap dish N/A 1 Logoed Healthy Defense Moisturizer – SPF30 .25 oz / 7 g 1 Logoed Neutrogena Body Lotion .9 oz / 27 ml 1 Toilet Tissue Rolls N/A 2 Facial tissue in stainless steel holder N/A 1 Facial tissue in box holder N/A 1 Bamboo waste receptacle with two (2) liners N/A 1 (1 recycled, 1 non recycled) Ignition resistant waste receptacle N/A 1 Hair Dryer: minimum of 1875 watts with ground N/A 1 Fault interrupter (as allowed by building circuit breakers). Upon bathroom renovations, all wattage lower than 1875 must be replaced; Hair Dryers should be free-standing unit (non wall-mounted). Hair dryers must be placed in a Brand approved hair dryer bag if presented on the bathroom vanity countertop. (To be placed in Bedroom if local legislation does not allow Hair Dryers in Bathrooms) Slippers N/A 2 pairs Cotton Swabs / Cotton Tips Display N/A 1 Bathrobes (Yukatas accepted in AP Region) N/A 2 Sanitary Bag and Dispenser Toothbrush / Toothpaste N/A 1/1 OPTIONAL: Logoed Neutrogena “Clean” Bath Soap ( oz / 50 g.) Neutrogena Rainbath Listermint mouthwash Shower Cap Shoe Mitt Sewing Kit Vanity Mirror / Shaving Mirror Glass Tumblers 8oz./24cl. (sanitized) & Logoed Glass Caps/Covers * HUKI, EU, MEA, AP Regions may substitute one (1) facial soap with the Neutrogena Rainbath amenity ( oz/27 ml). Effective January 1, 2010 2010 GLOBAL OPERATING STANDARDS 60
- CONFIDENTIAL - GUEST ROOM AND BATHROOM EXPERIENCE For use by Doubletree hotels only C. Hotel Rooms – Bath Linens 1. Each guest bathroom must be provided with the Doubletree Dobby (basket weave) linens in accordance with the following minimum requirements: DOUBLE & UPGRADED ROOMS BATH TOWELS HAND TOWELS WASH CLOTHS BATH MAT Number required: 3 3 3 1 Minimum Size Requirements: 30" x 60" 16" x 30" 13" x13” 20" x 34" Minimum finished weight (lbs. per dz.): 22 Construction: Basketweave Basketweave European Basketweave dobby border dobby border Style border pattern KING NON-UPGRADED ROOMS BATH TOWELS HAND TOWELS WASH CLOTHS BATH MAT Number required: 2 2 2 1 Minimum Size Requirements: 30" x 60" 16" x 30" 13" x13” 20" x 34" Minimum finished weight (lbs. per dz.): 22 Construction: Basketweave Basketweave European Basketweave dobby border dobby border Style border pattern 2. Bath rugs are required in all bathrooms of all Suites. 3. The hotel may use either a blended product as defined below, or 100% cotton. Bath towel 86% cotton/14% polyester Hand towel 83% cotton/17% polyester Washcloth 83% cotton/17% polyester Bath mat 88% cotton/12% polyester 4. The hotel must replace used towels upon check-out and for stayover rooms by following the guidelines of the Conserve to Preserve program (see Standard ). 5. The hotel must maintain a par stock of three (3) per guest bathroom. HUKI and EU Regions The minimum number of bath towels, hand towels, and wash cloths is two (2) per room and should be adjusted to three (3) for double and upgraded rooms based on hotel and market demands. Hotels must adhere to all Brand approved collateral specifications. Any additional in-room signage or collateral must be approved by the Brand. A curved shower curtain rod for rooms with bathtubs and appropriately sized decorative shower curtain with metal hooks, or a hookless shower curtain with metallic rings, or covered by a fabric valance, must be provided in all guest bathrooms. All shower curtains must be nylon. Vinyl is not permitted. All shower curtains must have a separate liner, unless the liner is a snap or zipper unit. For rooms with showers, a tempered rain glass shower door (without design) with a silver finish is required. Each guestroom must be equipped with an alarm clock radio with MP3 plug (see Standard ). The alarm clock radio must be located on the nightstand. Effective January 1, 2010 2010 GLOBAL OPERATING STANDARDS 61
- CONFIDENTIAL - GUEST ROOM AND BATHROOM EXPERIENCE For use by Doubletree hotels only Each guestroom must provide a coffee service table (casegood) for presentation of the coffee maker / electric kettle and supplies. Hotels that want to eliminate the coffee service table and place these items on the TV chest must have a TV chest with an overall width of 66” minimum. Coffee makers are not permitted in the bathrooms. Desks are not an acceptable location, unless a waiver is issued in advance of relocation. The coffee unit must be plugged in or close to an area with an outlet for easy guest use. Hotels may not place the coffee unit in an area that the guest must move it to obtain a power supply. Coffee / Tea Supplies A. NAM Region Only: 2 Cup Wolfgang Puck Coffee Maker & Supplies. Following are the required elements and quantities per room: Description Quantity Wolfgang Puck 2 Cup Coffee Maker 1 Wolfgang Puck Logoed Cup 2 Lid for To Go Cup 2 Paper Sleeve for To Go Cup 2 Wolfgang Coffee Sumatra Blend - Regular 2 Wolfgang Coffee WP Reserve Blend – Decaf 1 Numi Organic Chamomile Tea Bag 1 Numi Organic Earl Gray Tea Bag 1 Wolfgang Puck Condiment Kit - Contains: 2 Equal, 2 Sugar, 2 Stir Stick, 1 Napkin Black Faux Leather Service Tray 1 Stainless Steel Condiment Organizer 1 Ultra Pasteurized Regular Dairy Creamers 2 B. 2-Cup Electric Kettle & Supplies The base on which the kettle is placed should not be removable. The kettle should be without cable and be a plug in/plug out style device. The following are the required elements and quantities per room: Description Quantity . approved Electric Kettle (minimum ½ liter 1 capacity) Coffee cups & saucers, mugs or Paper To Go 2 Cups with lids Paper Sleeve for To Go Cup (optional based on To 2 Go cup) Teaspoons (optional with To Go Cups) 2 Selection of teas (to include English Breakfast) 2 Prepackaged Regular Coffee 2 Prepackaged Decaffeinated Coffee 1 Condiment supplies: 2 sweetener, 2 white sugar, 2 1 stir stick Service Tray & Dish for used tea bags 1 Condiment Organizer 1 Ultra Pasteurized/UHT Regular Dairy Creamers 2 Effective January 1, 2010 2010 GLOBAL OPERATING STANDARDS 62
- CONFIDENTIAL - GUEST ROOM AND BATHROOM EXPERIENCE For use by Doubletree hotels only C. 2-Cup / 4-Cup Coffee Maker & Supplies. Following are the required elements and quantities per room: Description Quantity . approved 2 or 4 cup Coffee Maker 1 Coffee cups & saucers, mugs or Paper To Go 2 Cups with lids Paper Sleeve for To Go Cup (optional based on To 2 Go cup) Teaspoons (optional with To Go Cups) 2 Prepackaged Regular Coffee 2 Prepackaged Decaffeinated Coffee 1 Tea Bag (to include English Breakfast) 2 Condiment supplies: 2 sweetener, 2 Sugar, 2 Stir 1 Stick Coffee Service Tray 1 Condiment Organizer 1 Ultra Pasteurized/UHT Regular Dairy Creamers 2 NAM and CSACRB Regions A Speakman Anystream 2000 Model H-2005 showerhead must be provided in all guest bathrooms. HUKI, MEA, AP, EU Regions An adjustable handheld showerhead with a fine and course spray (Brand approved) is required. Showerhead must incorporate a flow restrictor providing (GPM) gallons per minute. IN-ROOM MINI BAR SERVICES Hotels may install in-room mini bars. If installed, in-room mini bars must meet the following standards: A. The mini bar must have an automatic on/off timing feature to control the noise of the cooling process. B. The mini bar must be constructed of a material that is easy to keep clean and insulated with a suitable material blown with an environmentally friendly agent. C. New mini bars must meet all mini bar requirements as set on the Doubletree Design & Construction Standards manual. D. When mini bar offerings include beverages, a minimum of two (2) additional glasses (sanitized) must be provided. Preferred Supplier: INDEL, BARTECH, or MINIBAR SYSTEMS MEA, AP, EU or CSACRB Regions: Each guestroom must offer an in-room mini bar that meets the Standards in Items A through D above. Supplies of food, beverage and sundry items should meet customer and regional needs. DESK ORGANIZER All rooms must feature a Brand approved desk organizer that will hold the free standing Guest Services Directory, In Room Dining menu and, on-going marketing collateral as determined by the Brand. Effective January 1, 2010 2010 GLOBAL OPERATING STANDARDS 63
- CONFIDENTIAL - GUEST ROOM AND BATHROOM EXPERIENCE For use by Doubletree hotels only IN-ROOM SAFES All hotels must have in-room safes in all guestrooms. Existing hotels without in-room safes must install in-room safes in all guestrooms upon next guestroom renovation. In-room safes must conform with items A through E below. A. All new safes must be large enough to hold a typical laptop computer. B. The hotels may not charge for using the safe. C. The location of the safe in the guestroom will be determined by the hotel, so long as the safe is placed at a comfortable usage height for the guest and is secured to a fixture. Closet floor on pedestal, closet shelf, and inside case goods are locations that meet this Standard. D. A disclaimer notice approved by Brand must be affixed to each safe: USA Region: “This safe is provided for your convenience only. It does not afford the same protection as, and is not intended as a substitute for or replacement of, the safe deposit box provided in the lobby of the hotel for the safekeeping of your valuables. We encourage you to use the safe deposit boxes in the hotel lobby. The liability of the hotel for loss of any of your valuables is controlled and limited by law. The applicable provisions of the law are posted or summarized in notices posted in your room and/or in various public rooms of the hotel. By putting your valuables in this safe, rather than in a safe deposit box in the lobby, you will limit your right to recover if any of your valuables are lost or stolen. Should you have any questions regarding the use of the in room safe or the safe deposit boxes in the hotel lobby, please contact the hotel's Director of Security or the Assistant Manager, who are authorized to assist you.” All Other Regions: “Guests may make use of in-room safes and/or where available safety deposit facilities accessed via the Hotel reception. As facilities do vary in different hotels please contact the Hotel reception for further details. Please note that the management declines all responsibility or liability for the theft of money or valuables when staying at the Hotel, whatever the circumstances.” This text was designed for inclusion on tent cards and in the in-room Hotel Information File. The hotel should engage local counsel directly to verify that the above language complies with local laws. The hotel should notify Risk Management and the legal department of any changes recommended by local counsel. E. Safes must not have electrical outlets. TELEVISIONS A. Each guestroom must have a Television that is ./. listed for commercial use with an individual remote control. All televisions must be a minimum 32” (37” recommended) commercial LCD HDTVs with Pro:Idiom technology to support HD content and MPEG4 technology if commercially available. All televisions in Suite designated guestrooms must be 37”. For Guest Suites designated hotels, the television in the bedroom portion of the suite must be a minimum of 32”, and in the parlor portion must be a minimum of 37”. Compliance is required by 6/30/2011. NOTE: All guestroom televisions purchased after 1/1/2011 must be a minimum 37” (42” for all televisions in Suites). For Guest Suites designated hotels, all televisions purchased after 1/1/2011 must be 37” in both the bedroom portion and the parlor portion of the suite. All hotels joining the Doubletree Brand after 1/1/2010 must comply with these size requirements. B. TV must be securely mounted on TV Chest utilizing a swivel mount that allows comfortable viewing from the desk. TV should sit at least 2” () above the chest; cables should not visible to the guest. The TV chest must be a minimum of 24” (61cm) deep to ensure the minimum swivel. Effective January 1, 2010 2010 GLOBAL OPERATING STANDARDS 64
- CONFIDENTIAL - GUEST ROOM AND BATHROOM EXPERIENCE For use by Doubletree hotels only Install the appropriate HDTV Head End Equipment (. transcoders and QAM / MPEG2 / MPEG4 modulators) as defined by the delivery system to deliver High Definition content to the guestroom televisions (if not already installed). Coaxial cable is required. Ensure the coax system is capable of supplying bandwidth of at least 750 MHz (860 MHz recommended). Optional: Hotel may install conduit between the TV and desk or run a dedicated homerun CAT5E/CAT6 line from IDF to the TV. Hotel should consider having a wiring contractor conduct a site survey to determine the quality of the hotel’s MATV infrastructure. Additionally, the hotel must ensure that the air conditioning in the head end room and any additional equipment rooms meets the minimum standards detailed in the Hilton Worldwide Wiring Guidelines. Compliance is required by 6/30/2011. C. One television remote control per television must be offered. Remote controls must be clean and in good working order and may not be security-mounted (. to the nightstand). IN-ROOM ENTERTAINMENT SERVICES USA Hotels A. All guestrooms in the hotel must offer at a minimum: 1. All standard broadcast networks (ABC, NBC, CBS, FOX), PBS (or local Public Broadcasting Channel, if available), and a minimum of one (1) additional local channel (., CW), where available. These channels must be delivered in High Definition in conjunction with the introduction of HDTVs (and no later than 6/30/2011). 2. High-Definition free-to-guest (HD FTG) premium channels by 6/30/2011 or upon installation of LCD HDTVs: the hotel must offer a minimum of six (6) premium HD FTG channels to include: ESPN HD, ESPN2 HD; one (1) Movie channel (., HBO), one news channel (., CNN) and two additional (consult the HDTV Strategy Document on OnQ Insider for recommended channels) 3. CNN, CNN Headline News, FOX News, CNBC, Weather Channel, Cartoon Network and TBS 4. By 6/30/2011 or upon installation of LCD HDTVs, the hotel must provide a minimum of 32 channels including those listed above. Please consult the HDTV Strategy Document on OnQ Insider for recommended channels and channel lineup. We recommend adjusting the free-to-guest (FTG) lineup when HDTVs and HD FTG channels are added. 5. Analog Channels must not be stretched; they must be displayed in native 4:3 ratio. B. Hotels may chose to provide (optional): 1. Pay-per-view movies. Hotels may utilize a pay-per-view vendor. 2. HD video-on-demand (HD VOD). This is recommended primarily for new hotels signing new VOD contracts. If the hotel is already under contract for VOD, it is not required to upgrade or extend its contracts to incorporate HD VOD. HUKI, MEA, AP, EU, CAN, MEX, CSACRB Regions All guestrooms in the hotel must provide: • All local standard broadcast networks • Pay-per-view movies or pay-TV movies via cable or satellite provider, or alternate movie channel via cable or satellite provider Effective January 1, 2010 2010 GLOBAL OPERATING STANDARDS 65
- CONFIDENTIAL - GUEST ROOM AND BATHROOM EXPERIENCE For use by Doubletree hotels only • Free premium news channels (minimum of one), . CNN, CNBC, BBC News 24 and/or Bloomberg TV • Free sports channels (minimum of one), . Eurosport, ESPN • High-definition free-to-guest (HD FTG) channels to correspond with the introduction of HDTVs based on market availability. • A minimum of one news, one movies, and one sports channels must be in English (local language subtitles may be used). Refer to HDTV Strategy Document for additional information about Free-to-Guest (FTG) channel lineups, Video on Demand (VOD) providers and High Definition Television (HDTV) transition. Effective January 1, 2010 2010 GLOBAL OPERATING STANDARDS 66
6 HOTEL QUALITY & CORE STANDARDS DESIGN SUBMITTAL MINIMUM PERFORMANCE STANDARDS QUALITY ASSURANCE & CORE BRAND STANDARDS WAIVER PROCESS HILTON ENVIRONMENTAL ANALYSIS & TRACKING GENERAL QUALITY STATEMENTS CONFIDENTIAL- for use by Doubletree hotels only Questions regarding the contents of this Manual may be directed to the following address: DOUBLETREE HOTELS Attn: Brand Standards Department 7930 Jones Branch Drive McLean, VA 22102 (703) 883-1000 Effective January 1, 2010 2010 GLOBAL OPERATING STANDARDS 67
- CONFIDENTIAL - HOTEL QUALITY & CORE STANDARDS For use by Doubletree hotels only DESIGN SUBMITTAL All plans, color boards or samples must be submitted to the Brand Corporate office for approval prior to any refurbishing or renovation at the hotel. All hotels must follow the Design Approval Process outlined in Doubletree’s Design & Construction Standards Manual. Projects requiring approval include major renovations, construction projects, routine refurbishment and replacement of items such as, but not limited to, case goods, floor finishes, wall finishes, restroom fixtures , window treatments, lobby furniture, etc. Projects that address the exterior of the building must also be submitted for review. All submissions will be reviewed by Brand. All categories listed below require prior approval by Brand: • Refurbishing - the simple replacement of furnishings, soft goods, floor and wall finishes • Remodeling - refurbishing plus some minor wall relocation, or casegood modifications • Renovation - the total replacement of floor, wall finishes, soft goods, and FF&E to the extent that the character of the hotel is altered. Wall relocation and major architectural modifications would also be part of this scope. Also, any Brand Product Improvement Plan (PIP) items. Orders must not be processed until approval is received from Brand Management, Brand Design & Construction Department or Brand Technical Services. Quality Assurance will check to ensure each hotel has an approved letter from Brand Management on file. Failure to produce an approved letter will result in a Brand Standard violation, which can lead to the hotel being required to change the work completed and/or a Notice of Default. Hotels that do not have an approval letter on file for their current renovations or remodeling work must re-submit plans immediately. MINIMUM PERFORMANCE STANDARDS Hotels must meet the minimum performance standards as directed by the Brand. Hotels that fall below either of the following performance standards will be deemed non-compliant, and will be subject to administrative default: A. Revpar must not fall below a 90 index for a period of longer than six (6) consecutive months. This measurement will be taken from the Smith Travel report for NAM Region. For all other regions, this measurement will be taken from an approved third-party provider (., Smith Travel, Deloitte, The Bench) B. Overall Service & Prescriptive Service Improvement program (NAM & CSACRB Regions Only) Hotels that fall below the Overall Service threshold (as established by Brand Management and based on SALT reports) for any rolling four-month period must follow the Prescriptive Service Improvement program (PSI). Hotels that do not cure the Overall Service deficiency within the timeline established by the PSI program will be subject to administrative default. The minimum Overall Service threshold will be communicated by January 31st annually. PSI program is available on OnQ Insider. Effective January 1, 2010 2010 GLOBAL OPERATING STANDARDS 68
- CONFIDENTIAL - HOTEL QUALITY & CORE STANDARDS For use by Doubletree hotels only QUALITY ASSURANCE & CORE BRAND STANDARDS All Brand hotels are subject to two (2) unannounced yearly Quality Assurance (QA) evaluations performed by the Brand Quality Assurance staff. The purpose of these evaluations is to verify that all hotels are in substantial compliance with Brand standards relating to the following: A. Cleanliness of the hotel B. Condition of the hotel C. Adherence to Brand Standards Rules of Operation D. Service delivery and training documentation E. Satisfaction and Loyalty Scores (SALT) All evaluations will include a detailed "Improvement Planner", which outlines remedies for all items found to be deficient. Any hotel that receives a Red Zone score for Overall Cleanliness, Overall Condition, Brand Standards Compliance, or any hotel sub-area must submit a completed Improvement Planner to the Quality Assurance Department and the Brand within 30 days of the evaluation. The Brand may require that this is submitted online through the Quality Assurance application on OnQ Insider, or in an Excel format. Any corrective action requiring ownership approval will be forwarded to Quality Assurance within 30 days. Hotel management and ownership must use the Improvement Planner to ensure timely improvements in quality. Hotels that have an Overall Red Zone score for two (2) consecutive quality assurance evaluations will be deemed non-compliant and may be subject to default proceedings. The Brand may require written updates from the hotel General Manager or ownership on any Red Zone score for Overall Cleanliness, Overall Condition, Brand Standards Compliance, or any hotel sub-area. The written update must be supplied to Brand Management within 15 days of the request. Each hotel must maintain a structure and décor package that offers guests a fresh and contemporary appearance and condition. The age of the guestroom case goods may not exceed 10 years. When a potentially dated hotel is identified, the QA Auditor will photograph the case goods and forward this information to Brand’s Quality Assurance Department. If there is an issue, the hotel’s owner/manager will be notified and will be required to submit to Brand Management, within 60 days, a plan (completed by a certified interior designer or design firm) for correcting the issue(s). Failure to prepare this plan, to develop a timeline for correction acceptable to the Brand, or to complete the work as detailed, will result in an overall Red Zone rating on the hotel’s subsequent QA evaluations. A Hotel that is found to have policies or offerings that are not in compliance with Doubletree Brand Standards during a non-inspection period will be issued an Administrative Red Zone score on its previous QA evaluation. The hotel will have the opportunity to work with the Brand toward resolution. Quality Assurance checks for compliance with all Brand Standards. However, non-compliance with any one of the following Core Brand Standards will result in an overall Red Zone for Brand Standards Compliance and potential license default. Effective January 1, 2010 2010 GLOBAL OPERATING STANDARDS 69
- CONFIDENTIAL - HOTEL QUALITY & CORE STANDARDS For use by Doubletree hotels only CORE BRAND STANDARDS 1 – CARE 2 – Doubletree Chocolate Chip Cookie 3 100% Satisfaction Guarantee 4 Best Rates Guaranteed 5 – Doubletree PRECOR Fitness Initiative 6 Sweet Dreams Bed Program 7 B. Bathroom Amenity Program 8 & Coffee Service 9 – Hilton Environmental Analysis & Tracking (.) 10 – HHonors & Customer Really Matters (CRM) 11 – Mandatory Training 12 - Doubletree Breakfast 13 – In Room Dining The Quality Assurance re-evaluation fee of $2,000 per re-evaluation visit will be charged each time a special onsite QA re-evaluation is conducted. The fee applies anytime a QA evaluation is required in conjunction with an official notice of default, follow up visit, or administration default. SALT Data Integrity Standard Hilton Worldwide collects guest data through the SALT system. The integrity of this guest data is imperative to ensure the SALT system accurately reflects the guest experience for each hotel. Manipulation of guest data is strictly prohibited unless requested of a guest (., updating of HHonors profile). SALT surveys are periodically monitored for evidence of manipulation of guest data. Should there be evidence that indicates a hotel, or individual affiliated with the hotel, has manipulated guest data in any way, Hilton Worldwide will take the following actions: A. First violation: 1. SALT surveys that have been identified as having been manipulated will be removed from the SALT system and replaced throughout the remainder of the year. 2. The hotel will be ineligible for any Brand awards or any other Brand recognition opportunities for the calendar year in which the manipulated surveys took place. B. Repeat violations: 1. The hotel will receive a non-reversible, administrative “Unacceptable” grade on its Quality Assurance evaluation for the calendar year in which the manipulated surveys took place. 2. Subsequent violations may result in an administrative notice of default. Under no circumstances is anyone to contact the guests about surveys identified as manipulated. Any incomplete past due item on an executed Product Improvement Plan can be escalated to a CORE Brand Standard violation which will result in an overall Red Zone rating on the hotel’s subsequent QA evaluations and could lead to a Notice of Default. Effective January 1, 2010 2010 GLOBAL OPERATING STANDARDS 70
- CONFIDENTIAL - HOTEL QUALITY & CORE STANDARDS For use by Doubletree hotels only WAIVER PROCESS Brand Standard waivers are for a hotel that cannot comply with a Standard for a specific, justifiable reason. It is the responsibility of the hotel to request a waiver through OnQ Insider with specific backup such as pictures, future capital budgets, past approved waivers, etc. The Brand Committee will carefully review all submitted waivers within 30 days (unless additional information is needed) and respond back to the hotel whether the waiver has been approved or not. Approved waivers will be reviewed during QA visits. Approved waivers can be revoked prior to the expiration date based on the needs of our guests, competition, or re-evaluation from Brand Management. The grant or denial of an approval, consent, or waiver is within the Brand’s sole and absolute discretion. HILTON ENVIRONMENTAL ANALYSIS & TRACKING (HEAT) As part of our sustainable mission, all hotels are required to utilize the Hilton Environmental Analysis & Tracking system. Monthly usage data for electricity, water, gas (or other energy sources) and waste must be submitted by the end of each following month. New hotels must comply with this Standard within six (6) months of opening as a Doubletree. All hotels are required to complete, at a minimum, 90% of their Sustainable Property Operations Rating and Tracking (SPORT) questionnaire available on the HEAT application. Compliance is required by 6/30/2010. Effective January 1, 2010 2010 GLOBAL OPERATING STANDARDS 71
- CONFIDENTIAL - HOTEL QUALITY & CORE STANDARDS For use by Doubletree hotels only GENERAL QUALITY STATEMENTS Each hotel must develop a formal and well ordered quality control system. The system must be designed to ensure that the hotel is maintained in optimum condition. The program must be implemented as follows: A. A fixed Preventative Maintenance schedule must be established for inspecting and correcting room deficiencies. The schedule should allow for the entire hotel to be inspected a minimum of two (2) times a year (see QA Resource Tool Binder for sample forms). B. A fixed schedule must be established for inspecting and correcting deficiencies in public areas, with a minimum of one (1) comprehensive annual inspection of each area (see QA Resource Tool Binder for sample forms). C. Maintain documentation in a binder, or an electronic copy, with a master cover sheet listing room numbers and noting the date of preventative maintenance for each period (see QA Resource Tool Binder for sample forms). D. Public area inspection documentation should also be maintained in binder or electronic format (see QA Resource Tool Binder for sample forms). The hotel, in all aspects of its facilities and operation, must comply with all applicable laws, codes, ordinances, and regulations. Any and all additions to or replacements of items included in this Standards Manual (including Operations, Insurance, Brand Marketing, Training, and IT) or the Design & Construction Standards Manual must conform to those requirements prevailing at the time of such addition or replacement, unless a deadline is otherwise specified. The General Manager must demonstrate his/her ability to locate and effectively utilize the Doubletree Brand Manuals, including but not limited to the Doubletree Global Operating Standards, CARE Guidelines, Marketing Tool Kit, and Quality Assurance Resource Binder. All hotels that are under an active Product Improvement Plan (PIP) must adhere to the Design & Construction Standards Manual. The hotel must use the version that is in effect when the Franchise License Agreement is executed. All hotels must maintain a five-year rolling renovation plan that includes the next annual year in detail and the subsequent four years in summary. Effective January 1, 2010 2010 GLOBAL OPERATING STANDARDS 72
7 HHONORS & CRM HHONORS REQUIREMENTS HILTON HHONORS ELIGIBLE CHARGES CUSTOMER REALLY MATTERS CONFIDENTIAL- for use by Doubletree hotels only Questions regarding the contents of this Manual may be directed to the following address: DOUBLETREE HOTELS Attn: Brand Standards Department 7930 Jones Branch Drive McLean, VA 22102 (703) 883-1000 Effective January 1, 2010 2010 GLOBAL OPERATING STANDARDS 73
- CONFIDENTIAL - HHONORS & CRM For use by Doubletree hotels only HHONORS REQUIREMENTS An HHonors Member can earn both Hilton HHonors points and/or airline miles for the same stay. Th®is is called Double Dipping®. There are three Double Dip Earnings Styles from which to choose. The following options are available today: • HHonors Points and Variable Miles Earn 10 HHonors Base points + 1 airline mile per eligible . dollar spent • HHonors Points and Fixed Miles Earn 10 HHonors Base points per eligible . dollar spent + 500 miles per stay • HHonors Points and HHonors Points Earn 10 HHonors Base points + 5 bonus points per eligible . dollar spent HHonors Members may update their earning style choice, as well as profile information, by accessing or contacting the nearest HRCC office. The earning style option in place at the time of departure will apply for that current stay. Please note that this option cannot be updated at the front desk via OnQ Property Management (or current PM). My Way On-Property VIP Benefit Options for Gold and Diamond VIP Members offer them added recognition during the course of each stay. At Brand Hotels, Gold and Diamond VIP may select one of three options: • Option 1: Upgrade to Executive Floor (if available), or upgrade to next best available room plus daily complimentary continental breakfast for two. At hotels with Executive Floors, Diamond VIP members must be granted access to the Executive Lounge even if they are not upgraded to an Executive Room. Gold VIP members no longer receive automatic access to the Executive Lounge; Gold VIP members will receive access ONLY if placed in a room on the Executive Floor. If breakfast is already included in the guest’s accommodation, package, or room rate AND they are unable to be upgraded or granted access to the Executive Lounge, the guest must be offered an “equivalent amenity” at the discretion of the Hotel. Examples of equivalent amenities include: Bottle of Champagne; Fruit Basket; or Box of Chocolates. • Option 2: 1,000 HHonors bonus points per stay • Option 3: Complimentary High-Speed Internet Access (HSIA) during their stay The Member should receive only ONE, not all, of these benefits during their stay. The My Way VIP Benefit Option will be displayed on the CRM Best Guests Report via OnQ PM, the Guest Dossier, or via the web address provided for hotels not using OnQ PM. If no choice has been indicated by the Member, the default option is Option 1 as listed above. HHonors Members can update their profile, including their My Way selection, at any time. If a hotel is operating with OnQ PM, it will be able to amend, with guest’s permission, the Member’s selection anytime by simply accessing the Guest Profile. If OnQ is not being utilized, the Member must make or change a My Way selection AT LEAST 24 hours in advance using their online profile. Every hotel must have a designated HHonors and eCheck-In (where available) check-in station indicated by Brand approved signage. For occasions when only one station is manned, that station must be marked as the HHonors check-in station. Please follow the chart below for position of check-in stations. Number of Arrivals PBX at Desk PBX not at Desk 50 Arrivals & One Station HHonors window = Station closest HHonors station should be to PBX located closest to the entrance Two or more Stations Open HHonors Window ≠ Station HHonors station should be closest to PBX located closest to the entrance Effective January 1, 2010 2010 GLOBAL OPERATING STANDARDS 74
- CONFIDENTIAL - HHONORS & CRM For use by Doubletree hotels only The HHonors (and eCheck-In) Key Jacket Rack must be located between the HHonors check-in station and another check-in station, ., the rack cannot be located between the HHonors check-in station and the wall. STAFFING. Any day that has more than 50 arrivals scheduled must have a minimum of two (2) front desk stations manned from 3:00 . to 11:00 . or appropriate local high volume check-in time. One station must be designated as the HHonors / eCheck-In station. The following HHonors collateral must be clearly displayed in the lobby area: A. NAM Region: HHonors Brochures All other regions: HHonors Welcome Mat, HHonors Welcome Signage, as well as HHonors Application Brochure is to be used in conjunction with auto-enrollment process in CIS or OnQ. B. Where applicable, HHonors Co-Branded Credit Card Applications must be displayed at the front desk. Every HHonors guestroom number must be pre-assigned via eCheck-In or hotel assignment no later than the hotel’s published check-in time (eCheck-In is available only at hotels with OnQ PM). A room selected by any HHonors guest via eCheck-In cannot be changed (except at the guest’s request) unless the selected room is made unavailable by a previous guest’s delayed check-out or an out-of-order status. Every HHonors Silver VIP, Gold VIP and Diamond VIP room/Guest must be supplied with two (2) 8-ounce (minimum) bottles of quality spring drinking water, free of charge, before check-in. HHONORS AND eCHECK-IN ID / FORM OF PAYMENT/SIGNATURE HHonors members can use their HHonors membership card as identification. If they do not have their membership card, then proper identification must be presented before room keys are issued (where applicable by law). For Gold and Diamond VIP Members, the credit card information should be retrieved from the guest’s HHonors Profile / Reservation and verified with the guest that they would like to use the same credit card on file. Gold and Diamond VIP Members who have a valid credit card on their reservation record or eCheck-In ARE NOT required to provide a credit card or signature at check-in. Blue and Silver HHonors Members and non-HHonors guests are required to supply a valid credit card or other form of payment before room keys are issued. The hotel may also ask for a picture ID where applicable or required by law. HHonors members are not required to sign the registration card unless required by law in the hotel’s jurisdiction. Like all Due Out guests with a valid credit card as the form of payment, all HHonors Members must receive an Express Checkout folio under their guestroom doors no later than 5:00 . on their check-out day (unless prohibited by local law). HHonors Members should be accommodated with a late check-out free of charge upon request, if possible. An HHonors spouse stays free when occupying the same room as a Member. (Does not apply to some package features and does not have to be offered if the hotel is all-inclusive, as determined by The Brand.) Effective January 1, 2010 2010 GLOBAL OPERATING STANDARDS 75
- CONFIDENTIAL - HHONORS & CRM For use by Doubletree hotels only Daily newspaper delivery must be offered to all HHonors guestrooms on a complimentary basis. See Standard for complete daily newspaper delivery requirements. Each Brand hotel must have a designated onsite HHonors Guest Manager (can be an existing Front Office Employee or Training Manager) who: • Has attended HHonors Guest Manager training • Is responsible for initial and recurrent HHonors program training on site • Resolves on site HHonors program operational challenges • Ensures hotel compliance with HHonors Reward inventory requirements • Ensures timely and accurate transmittal of HHonors Guest Stay data • Resolves HHonors stay tracking problems • Provides feedback and Best Practice ideas • Works with the Hilton Reservations and Customer Care (HRCC) and Guest Assistance as needed to resolve individual Member issues • Oversees HHonors on site enrollment efforts • Ensures the display of appropriate HHonors collateral material at the Front Desk, including check-in area requirements • Maintains an awareness of hotel/Brand marketing initiatives as they relate to Members' stays • Maintains an understanding and reference base of where to obtain information regarding the HHonors program and benefits other than those provided on site. Refers to the HHonors intranet site Focus HHonors for the latest updates and program changes. (Access Focus HHonors via OnQ Insider or contact the hotel’s Regional Director of Brand Performance Support) • Ensures the hotel team uses the CRM tools available HHonors Members receive a personalized welcome note from the General Manager or HHonors Guest Manager upon their first visit to the brand, or when staying at the hotel for the first time. Welcome notes may be delivered via key packet or pre-placed in the guestroom. Instructions on how to reach the CARELINE and HHonors Guest Manager must be included. Hotel must maintain all of its standard rooms under the SRP HH1 (Point Stretcher dates under the SRP PS1) for all Members to redeem for reward stays of standard accommodations (RC1 for Diamond VIP standard rewards and RT1 for Diamond Point Stretcher). All HHonors Members are exempt from blackout dates and may book reward stays as long as a standard room is available for sale. In times of Extraordinary Demand (EDD – Extraordinary Demand Dates), when approved by Customer Marketing Program standards, the 48-hour guarantee (H48), will be inactive and unable to be booked. To be approved for EDD, a hotel must (1) turn all of its inventory over to a third party for booking purposes; or (2) be in a sold out status and all rooms sold on a nonrefundable prepayment basis. SILVER VIP ON-PROPERTY BENEFITS HHonors Silver VIP Members receive all the basic program benefits and services. In addition, provide them with two (2) 8oz (minimum) complimentary bottles of water and free access to the hotel fitness facility. This does not include spa treatments, court rentals, etc. GOLD VIP ON-PROPERTY BENEFITS HHonors Gold VIP Members receive all the basic Member benefits and services plus those offered to Silver VIP Members. In addition, Gold VIPs may select their preferred (My Way) in-hotel benefits on each stay, per Standard above. Effective January 1, 2010 2010 GLOBAL OPERATING STANDARDS 76
- CONFIDENTIAL - HHONORS & CRM For use by Doubletree hotels only When the guest does not make a choice, or if he chooses breakfast and an upgrade and the hotel does not have a Executive / HHonors Floor, upgrade the guest to the best available room and provide personalized certificates for each day of the stay for the Member and one additional guest valid for complimentary continental breakfast in the hotel coffee shop or all-purpose restaurant. (A template for the breakfast certificate is available on Focus HHonors). (NOTE: Hotels that wish to upgrade these Members to suite accommodations may do so, as long as they meet basic HHonors accommodation standards, and they include daily complimentary continental breakfast for the Member and one additional guest.) DIAMOND VIP HHONORS ON-PROPERTY BENEFITS HHonors Diamond VIP Members receive all the basic Member benefits and services plus any offered to Gold VIP Members. Hotels are required to extend additional amenities and services to Diamond VIP Members, such as a complimentary fruit basket or amenity delivered to the guestroom, free pay-per-view, etc. While the hotel may choose the amenity, some additional amenity or service MUST be presented. Diamond VIPs are provided a private, toll-free Diamond Special Services telephone number, which is available 24 hours a day, 365 days a year. In the United States, the number is (877) 4HH-WVIP or (877) 444-9847. Agents at this number can book all Diamond reservations, as well as handle any program question or problem a Diamond Member may have. Diamond HHonors Members with confirmed reservations are never to be relocated. If a Diamond HHonors Member is relocated: A. Hotel must coordinate complimentary accommodations at an equal or greater value hotel. B. Hotel must pay for the first night’s room and tax, plus one telephone call. C. Hotel must offer and/or provide transportation at no charge to the guest. D. All pertinent information must be reported to the HHonors Diamond Desk and Brand Guest Assistance within 48 hours of the guest being walked. E. Hotel must compensate the guest for the inconvenience immediately with $200 cash (or equivalent for Non USA Hotels). F. Hotel must also provide the HHonors Diamond VIP Member with an immediate (same day) credit of Points & Miles to the guest’s account for the first night (access the Online Submission Form on Focus HHonors and submit the Reservations Emergency Stay Credit Form). HHonors Diamond VIP Members (reward stays) must receive immediate (same day) refund of Points & Miles to their accounts for the first night. The hotel must pay for the Points & Miles fee. DIAMOND VIPs RECEIVE 48-HOUR GUARANTEED RESERVATIONS AVAILABILITY Reservations availability is guaranteed for Diamond VIP Members and Preferential Gold VIP Members when the reservation is made up to 48 hours prior to the intended arrival date. The reservation must be guaranteed with a valid credit card. Diamond VIPs and Preferential Gold VIPs may reserve a maximum of one (1) room per stay under this guarantee, and this room must be occupied by that Member. This guarantee does not apply to rates for which the Member may normally be eligible. The reservation is subject to the rate established for the 48-Hour Reservation Guarantee SRP H48. These SRPs must be loaded into LVO. Effective January 1, 2010 2010 GLOBAL OPERATING STANDARDS 77
- CONFIDENTIAL - HHONORS & CRM For use by Doubletree hotels only In the event the Member does not arrive as scheduled and does not cancel (obtaining a cancellation number), the Member’s credit card should be billed for one night’s stay and tax. A 48-Hour Reservations Guarantee only applies to reservations made through the Diamond Special Services Desk toll free number (877) 444-9847, Hilton Reservations & Customer Care, by the hotel directly, or online at any web site for brands/hotels in the Hilton Worldwide portfolio. The guarantee availability benefit for Diamond VIPs and Preferential Gold VIPs has one exception: it does not apply during "publicly recognized events which result in extraordinary room demand." These dates are referred to as Extraordinary Demand Dates (EDD), and a hotel can only qualify for these exceptions under one of two instances: • Dates during which a hotel has given its inventory to a third party; OR • Dates during which the inventory of a hotel is being sold on a nonrefundable, prepayment basis and the hotel is in a sold out status. The rate listed must be the Best Available Rate, which is loaded for SRP H48. With the exception of EDD, reward inventory is managed as last room availability of standard accommodations. If a standard room is available, any Member may book this as a reward stay under SRP HH1 or PS1 for Blue, Silver VIP, and Gold VIP; and RC1 or RT1 for Diamond VIP. Rate level length of stay controls (Min LOS, Max LOS and LOS Pattern) will apply if there is a length of stay requirement set for the hotel for Blue, Silver VIP and Gold VIP members. Diamond VIP Members are not affected by length of stay controls. PREFERENTIAL GOLD VIP ON-PROPERTY BENEFITS These Members are entitled to all the benefits and privileges of HHonors Gold VIP status (per Standard above) plus the 48-Hour Reservations Guarantee. All the terms and conditions of the H48 benefit that apply to Diamond VIPs also apply to Preferential Gold VIPs. Preferential Gold VIP level is the only awarded (rather than earned) level in the HHonors program and is available by nomination from a General Manager, National Sales, or individual of similar stature. The tier level is valid for three years and retains all Points within the account during this time. Any employee-targeted HHonors training poster or other collateral must be posted in the back office so that it is in easy view for all employees. HHONORS TRAINING REQUIREMENTS Employee training is conducted using the following materials: Hilton Worldwide Orientation video, HHonors Online Training Modules (Introduction to HHonors OR HHonors Manager Training) available via Hilton University, Focus HHonors Workbook found online on the Focus HHonors web site, and HHonors Lesson Guide. Support documentation for employee sign-off is located in the HHonors Lesson Guide. This documentation must be kept with other applicable training documents. All management, guest services, key housekeeping personnel, and any other individuals with responsibility for delivering the services and amenities of the HHonors program must complete HHonors Training online via Hilton University within 45 days of hire. It is required that all HHonors Guest Managers be certified by attending an HHonors workshop (as available in the region). All new HHonors Guest Managers must be certified within 90 days of their hire date or promotion to HHonors Manager. Hotels may not use HHonors points to solicit customer feedback. Effective January 1, 2010 2010 GLOBAL OPERATING STANDARDS 78
- CONFIDENTIAL - HHONORS & CRM For use by Doubletree hotels only HILTON HHONORS ELIGIBLE CHARGES, RATES & BENEFITS HHONORS ELIGIBLE FOLIO CHARGES The following charges are eligible for HHonors points: • Room rate, restaurant, beverage, in room dining, telephone, laundry, pay-per-view movies, and gift shop • Charges incurred at entertainment and recreational facilities owned and operated by the hotel are also eligible charges The following charges are not eligible for points: • Any and all taxes • Banquet and catering charges • Charges for non-affiliated hotel entities, which are not owned and/or operated by the hotel, including but not limited to, outlets such as gift shops, clothing stores, galleries or specialty shops, and recreational or entertainment concessions • Restaurant or room charges not billed to the room folio • Gift Shop charges not billed to room folio HILTON HHONORS ELIGIBLE RATES HHonors points are earned for stays at all rates except for the following ineligible rates (in the case of ineligible rates below, no Points & Miles are earned for ANY charges, even incidentals, and no stay / night / tier bonus credit is given): • Complimentary or barter rooms • Contracted airline crew rates • Wholesale/tour operator package rates • Stays at NET Group, Series Group or Individual Tour Group rates • Contracted Entertainment or Encore rates • Employee rates • Stays booked via Priceline, Hotwire, Expedia, , Travelocity, TravelWeb, or similar third-party booking channels • Travel Industry rates HHONORS BENEFITS AND THIRD-PARTY BOOKINGS HHonors Members who book through the "opaque channels" (., Priceline and Hotwire) receive no on-property HHonors benefits whatsoever, ., no upgrades, complimentary breakfast, welcome amenity, etc. Members booking through such channels receive no HHonors points, airline miles or stay credits. HHonors Members who book through third-party Internet channels where the Doubletree Brand is known – such as Expedia, Travelocity, , or Travel Web – are to be treated / recognized per their HHonors tier, ., Blue, Silver VIP, Gold VIP, and Diamond VIP. Depending on tier status, they are to receive the standard and appropriate on-property benefits. These HHonors Members are to be treated as if they had booked directly through HRCC or . However, these stays are not eligible for HHonors points, airline miles, or stay credits. Effective January 1, 2010 2010 GLOBAL OPERATING STANDARDS 79
- CONFIDENTIAL - HHONORS & CRM For use by Doubletree hotels only CUSTOMER REALLY MATTERS (CRM) CRM TRAINING STANDARD All Management and staff must complete the CRM training included in and based on the current requirement of OnQ PM Training. General Managers, department heads and other employees are required to train, communicate, promote awareness, and reinforce any new CRM-related initiatives on a continuing basis. New employees must complete CRM training within 30 days of hire. CRM training is composed of two elements; PM courses and Day in the Life. PM courses are integrated into the OnQ PM lessons that the hotel employees are already required to complete. When the PM course Rules of Ops is fulfilled, the CRM elements must be satisfied. After completion, a certificate for the course will be available on OnQ Hilton University. Day in the Life on-line courses in OnQ Hilton University must be completed by all Department Managers and Front Office employees. This training must be completed within two (2) weeks of fulfilling their OnQ PM requirements. After completion, a certificate for the course will be available on OnQ Hilton University. NOTE: Day in the Life training is only required in Regions where Project Gold Medal functionalities have been integrated. To verify compliance requirement, please contact hotel's Regional Director of Brand Performance Support. Any position that supervises employees who are not able to complete the online OnQ PM and CRM Day in the Life training course is also responsible for training their team in the applicable CRM tools and business practices. The information and resources to conduct this training is located within the CRM Day in the Life Training course Next Steps lesson or the Doubletree Brand’s OnQ Insider CRM subfolder. Certification of all employees is required (including those with a leased food and beverage operator) and employees must complete CRM training within 30 days of hire or prior to opening, whichever occurs first. Upon successfully completing the employee training, a certificate is available via the Doubletree Brand’s OnQ Insider CRM subfolder. The training completion certificate must be signed and dated by the employee and training supervisor. This certificate must be maintained and kept in the QA Resource Binder for review by the Quality Assurance department. Non - OnQ PM Hotels: General Managers, Department Managers and Front Office employees must complete CRM Training via the CRM Keys to Success (Best Guest Report and Guest Profile) located in the Doubletree Brand’s OnQ Insider CRM subfolder within 30 days of hire. To conduct employee training, utilize the CRM Next Steps document along with the CRM Keys to Success (Best Guest Report and Guest Profile) also available via the Doubletree Brand’s OnQ Insider CRM subfolder. Certification of all employees is required and must be completed within 30 days of hire or prior to opening, whichever occurs first. Upon successfully completing the employee training, a certificate is available via the Doubletree Brand’s OnQ Insider CRM subfolder. The training completion certificate must be signed and dated by the employee and training supervisor. This certificate must be maintained and kept in the QA Resource Binder for review by the Quality Assurance department. Each department must review the web-based CRM Best Guests report at least two times a day. The reports should be forwarded via email or paper to all department heads. All HHonors room assignments must be completed and forwarded to the appropriate department to insure that the required two bottles of water are in every HHonors guestroom (Silver and Above) before the guest checks in. Effective January 1, 2010 2010 GLOBAL OPERATING STANDARDS 80
- CONFIDENTIAL - HHONORS & CRM For use by Doubletree hotels only FRONT DESK SERVICE A personalized message for a guest may be listed on the CRM Best Guests report and in the Guest Message function of OnQ PM. That message must be conveyed with a courtesy welcome to all HHonors, 4+ (guests who have stayed in hotels in the Hilton Worldwide portflio four or more times and are not HHonors Members), AMO (Airline Miles Only) guests, and Fast Reservation Account Holders. For non-HHonors guests, periodic solicitation of the HHonors program that will be "cued" by the arrivals report and OnQ PM should be completed during the check-in process. Periodic recognition of new HHonors Members, or Members elevating in status, will be "cued" by the arrivals report and Guest Message function and must be completed during the check-in process. An example would be “Congratulate guest on achieving Gold VIP HHonors status.” FIRST TIME CUSTOMER / GUEST TO THE HOTEL To express our appreciation of loyalty to the hotels/brands in the Hilton Worldwide portfolio or specifically the Doubletree Brand, the following presentation of products and services will apply: A. All Guests receive Core Brand Deliverables, including: • Complimentary morning newspaper delivery (see standard ) • Express check-out (unless prohibited by local law) • The Doubletree Chocolate Chip Cookie presented with a warm welcome B. 4+ and AMOs receive Core Brand Deliverables, plus: • Welcome note from the General Manager or HHonors Guest Manager for first-time guests to the hotel • Front office offers city maps upon check-in and a "fact sheet" containing information on a variety of restaurants, theaters, shopping malls, directions, and hotel-specific facilities • Late check-out upon request, if available • Special Guest Messaging from the CRM Best Guests Report C. HHonors Blue receive Core, 4+ and AMO Brand Deliverables D. HHonors Silver VIP receive Core, 4+ and AMO, HHonors Blue Brand Deliverables, plus: • Two (2) 8oz (minimum) bottles of water • Complimentary Health Club or Fitness Center Access E. Gold VIPs receive Core, 4+ and AMO, HHonors Blue and HHonors Silver Brand Deliverables, PLUS a My Way Option for in-hotel benefits – receive ONE of the following choices: 1. Upgrade to Executive Floor (if available); or upgrade to next best available room plus daily complimentary continental breakfast for two (at hotels with Executive Floors, Gold VIP Members no longer receive automatic access to Executive Lounge. Gold VIP will receive access ONLY if placed in a room on the Executive Floor). If the guest’s accommodation package or room rate already includes breakfast AND he/she is unable to be upgraded, the guest must be offered an “equivalent amenity” at the discretion of the hotel; OR; 2. 1,000 HHonors bonus points per stay; OR; 3. Complimentary High-Speed Internet Access (HSIA) during their stay. F. Diamond VIPs receive Core, 4+ and AMO, HHonors Blue, HHonors Silver, and Gold VIP Brand Deliverables, plus: Effective January 1, 2010 2010 GLOBAL OPERATING STANDARDS 81
- CONFIDENTIAL - HHONORS & CRM For use by Doubletree hotels only • If upgrade is chosen as My Way Option, and hotel has an Executive Lounge, then access to Executive Lounge must be provided to Diamond VIP Members. • Extra Amenity eCHECK-IN (eCI) TRAINING STANDARD At any time, at least two employees at each hotel must have completed the OnQ PM Training for eCheck-in set up, which is located on the OnQ PM training program. Please see standard for additional eCHECK-IN (eCI) requirements. NOTE: Hotels located in Regions where eCHECK-IN technology is not currently available are exempt. To verify compliance requirement, please contact hotel's Regional Director of Brand Performance Support. SERVICE RECOVERY – BEYOND THE GUARANTEE Our 100% Satisfaction Guarantee is not a refund program, but rather a Satisfaction program. To insure service recovery every hotel must have: A. Apology cards available for use by all guest contact employees, as needed, to reinforce our Service Commitment over and above the 100% Satisfaction Guarantee. A card must be written to any guest who invokes the 100% Satisfaction Guarantee refund or reports any problem. If the guest is a stayover, the card must be placed in the guest’s room along with one of the recommended apology amenity items. If the guest has checked out, the hotel must mail the apology card to the customer’s address within 48 hours of check-out. B. Five (5) apology amenity items must be available at any given time. Recommended items are: • Complimentary tickets to a local attraction • Gift basket • Gift certificate to hotel or local restaurant • Free appetizer or dessert certificate at hotel or local restaurant • Bath products (bubble bath, shower gel, powder) • Free in-room movie pass • Amenity indigenous to the area • National brand movie passes (Malco, AMC, etc.) C. HHonors Diamond VIP guests will receive a personal telephone call from a representative of the hotel’s CARE Committee as an additional touch for apology and service recovery. If the HHonors Diamond VIP guest is a stayover, a call must be made to the guestroom. If the HHonors Diamond VIP guest has already checked out, the call must be placed within 48 hours of check-out. THE 100% SATISFACTION GUARANTEE AND HHONORS POINTS AND MILES When our top guests, HHonors Members, are not satisfied and invoke the 100% Satisfaction Guarantee refund as part of making them satisfied, the following must happen: A. In addition to the 100% Satisfaction Guarantee, HHonors Guests must also receive immediate (same day) credit of Points & Miles to their accounts of the points they would have earned had there been no problem or refund. For hotels with OnQ PM, the use of the Service Recovery feature will automatically credit the points. Hotels without OnQ PM should access the Online Submission Form section under the Brand link to Focus HHonors and submit the Reservations Emergency Stay Credit Form. The hotel must pay for the Points & Miles fee. B. In order to support customer satisfaction and loyalty, the Brand's Guest Assistance Department has the discretion to grant HHonors Diamond Members up to two (2) complimentary future nights. This fee will be charged back to the hotel. Effective January 1, 2010 2010 GLOBAL OPERATING STANDARDS 82
- CONFIDENTIAL - HHONORS & CRM For use by Doubletree hotels only Doubletree Requests Upon Arrival ™ (NAM Region Only) A. All hotels must participate in the “Doubletree Requests Upon Arrival” initiative, enabling guests to purchase – prior to arrival – a minimum core offering of products / services as outlined in the chart below (unless prohibited by local law, ., alcohol). B. All orders must be accompanied by the Requests Upon Arrival logoed Welcome Note. All complimentary items must be wrapped with Doubletree Ribbon. Doubletree Requests UponM ArrivaTl – Core Products Offerings MANDATORY MINIMUM REQUIREMENTS COMPLIMENTARY ITEMS REVENUE ITEMS • Additional Down Filled Pillow (limit 2) • (1) Regular and (1) Light Domestic Beer • Additional Foam Pillow (limit 2) • (1) Imported / Micro Brew Beer • Additional Bath Towels (limit 2) • (3) Soft Drinks • (2) Red, (1) White, and (1) Sparkling Wine • (1) Still and (1) Sparkling Water • Chocolate Covered Strawberries • Cheese Selection served with Bread/Crackers • Selection of Seasonal Fruit • Doubletree Cookies & Milk Effective January 1, 2010 2010 GLOBAL OPERATING STANDARDS 83
8 SAFETY & SECURITY LOSS PREVENTION FIRE SAFETY SYSTEM CONFIDENTIAL- for use by Doubletree hotels only Questions regarding the contents of this Manual may be directed to the following address: DOUBLETREE HOTELS Attn: Brand Standards Department 7930 Jones Branch Drive McLean, VA 22102 (703) 883-1000 Effective January 1, 2010 2010 GLOBAL OPERATING STANDARDS 84
- CONFIDENTIAL - SAFETY & SECURITY For use by Doubletree hotels only LOSS PREVENTION Brand hotels must have written, hotel-specific plans in place and provide ongoing training in handling the following emergency situations: • Fire • Medical emergency • Evacuation • Death • Power failure • Elevator emergency • Sprinkler or pipe leakage • Security issues such as assault, theft, robbery or suicide • Hurricane (in countries/or regions that may be affected) • Tornado (in countries/or regions that may be affected) • Media communication • Salvage and clean-up • Insurance claim • Bomb threat • Drowning • Choking • Food-born illness • Biochemical Threats Brand hotels are required to utilize electronic locks. New or replacement lock systems are to be "dual-technology" types incorporating magnetic stripe and SMART key technology. Guestroom numbers are not to be announced aloud at any time. Guestrooms must have automatic closing and locking doors. Hotels joining the system or completing major renovations after January 1, 2004, must utilize adjustable hydraulic closers. Each Doubletree hotel must have a Loss Prevention / Safety Committee made up of a cross section of hotel employees with a goal of reducing accidents and increasing safety and security awareness. The Committee must meet at least quarterly (recommend monthly) and record minutes. Records of meeting must be retained for 12 months. Doubletree hotels must have the following safety features throughout the hotel: • Sprinklers • Smoke detectors • Carbon monoxide detectors (where required by local laws) • Fire evacuation diagrams • For hotels joining the system or completing major renovations after January 1, 2004, fire alarm system incorporating one-way voice communication appliances Effective January 1, 2010 2010 GLOBAL OPERATING STANDARDS 85
- CONFIDENTIAL - SAFETY & SECURITY For use by Doubletree hotels only Fire extinguishers must be in place throughout the hotel as local codes require. At minimum, a 10lb "ABC" type fire extinguisher must be located in the kitchen, housekeeping / laundry, front desk, and maintenance areas. A Class K fire extinguisher must be located within 30’ of all deep-fat fryers in all kitchens. Each Brand hotel must have an emergency plan, which meets or exceeds the requirements of local and state codes and is designed to fit its individual needs. It must include, without limitation, fire, weather/storm-related emergencies, drowning, choking, serious illness, bomb threat and all other perils that are pertinent to the hotel’s geographic location. All hotel employees must be trained in their responsibilities under the emergency plan including portable fire extinguisher training during their first 45 days of employment. Fire drills must be conducted semi-annually on each shift. Records must be maintained for all emergency training and drills for at least one year. To ensure effectiveness, the complete emergency plan must be reviewed, updated and documented annually. Brand hotels must have the following emergency equipment: • First aid kits located conveniently throughout the hotel in specified areas such as housekeeping, administration office, restaurant, engineering, and all other departments • Flashlights with ample battery supply and chemical light sticks • General-duty type rechargeable lanterns • Portable AM/FM radio(s) with sufficient supply of batteries At minimum, one person per shift (including the third shift) must be Cardiopulmonary Resuscitation (CPR) certified. Documentation of training must be kept on file. CPR training must be conducted by a nationally recognized organization. An emergency diagram must be included in the emergency plan and mounted at an appropriate place near the front desk. The diagram must describe locations of the emergency cut-off for gas, electricity, water, etc. Fire/Emergency exit and safety cards (“You Are Here” cards with the red dot specifying exact location) denoting emergency exits and equipment must be placed in each room and in employee areas in addition to other locations stipulated by local fire codes, and should meet or exceed the requirements of all applicable state and local fire codes. A minimum of two (2) fire/emergency exits must be provided for each floor. The distance of travel from the entrance of any guestroom / suite to the nearest exit must not exceed 125' ( m). Exits must be located as remotely as possible from each other and provide optimum convenience to guests. All fire/emergency exits must be clearly marked with illuminated exit signs. Where exits are not visible, illuminated directional signs must be provided to indicate the direction of egress. These signs must be provided with a maintained secondary emergency power source. All major exit ways must have lighted exit signs. Provide panic hardware (crash bar type) on all designated exit doors that contain a locking device or latch. EMERGENCY LIGHTING Emergency lighting must be provided for the following areas and in accordance with prevailing governmental regulations: • Lobby • Registration desk - located on employee side and not visible to guests Effective January 1, 2010 2010 GLOBAL OPERATING STANDARDS 86
- CONFIDENTIAL - SAFETY & SECURITY For use by Doubletree hotels only • Back office/work area • Public restrooms • Meeting rooms • Corridors • Stairwells • Elevators • Room where the fire alarm panel is located • Laundry • All breezeways • Fitness center • Guest laundry (where applicable) • Executive center (where applicable) • Enclosed swimming pool Emergency lighting fixtures must be arranged to maintain the values of not less than one foot-candle measured at the floor at all points, including corners. Required emergency lighting fixtures must be automatic, not requiring any manual action to put them into operation after failure of normal lighting. Power for emergency lighting must be supplied by approved, reliable electric storage batteries with trickle charge system or other approved system. Effective January 1, 2010 2010 GLOBAL OPERATING STANDARDS 87
- CONFIDENTIAL - SAFETY & SECURITY For use by Doubletree hotels only PERIODIC TESTING REQUIREMENTS for Automatic Sprinkler and Fire Protection Systems: WEEKLY Fire Pump Churn (no flow) test motor driven pump: 10 minutes minimum. Engine driven: 30 minutes minimum. Verify running alarm. MONTHLY Elevator Capture & Return Monthly documentation of system checks is required. False alarms can be used provided system is checked at that time. Engine Driven Generator Inspect/exercise for a maximum of 30 minutes QUARTERLY Main two-inch drain Check gauges and record readings. Water Flow Alarms All at hotel Smoke Detectors Local (room) alarms Valve Supervisory Switch All at hotel Stairwell Pressurization and All operating parts must be tested with recorded results Atrium Smoke Removal Control Valves Physically verify open position quarterly. Every six months, operate valve through full range - shut and reopen. Dry Pipe Pre-action system (including Firecycle II system) SEMI-ANNUALLY Dry Pipe Quick opening device Kitchen Hood All operating parts must be retested by licensed personnel with recorded results. Fire Pump Alarms Verify pump running alarm in conjunction and weekly test run. Other alarms to be verified in conjunction with semi-annual pump test. Smoke Detectors All to-fire-panel units at hotel. Local (room) alarms, every three (3) months. Heat Detectors Non-restorable: test electrically; Restorable: use listed aerosol acceptable to manufacturer. Fire Alarm Pull Stations All units at hotel Alarm Notification All units at hotel Electro-Mechanical Door For every unit at hotel Releases Dry Pipe Valves Test of quick opening devices Control Valves Physically verify open position quarterly. Every six months operate valve through. ANNUALLY Dry Pipe System Trip test Back Flow Prevention Device Must measure flow and calculate friction loss. Fire Pump Full Flow test Private Hydrants Flow water minimum of one minute until water has cleared. Close and observe for proper drainage. Emergency Generator 25% for 30 minutes, 50% for 30 minutes, 75% for 1 hour or as required by local, state, country codes. EVERY 3 YEARS Standpipe Pressure regulating device Dry Pipe Valves Full flooding EVERY 5 YEARS Standpipe Hydrostatic test and water supply test. Effective January 1, 2010 2010 GLOBAL OPERATING STANDARDS 88
- CONFIDENTIAL - SAFETY & SECURITY For use by Doubletree hotels only All hotel signage must meet both the local Disability (., ADA Code for USA Hotels) and Risk Avoidance Rules. Parking areas, pool, and fitness center must display instructional signage in compliance with state and local laws. The signage must be mounted on a wall or pole in a clearly visible, well-lit area. All signage must be professionally produced and must match décor. Signage must be consistent throughout the hotel. Clear instructions for use of each piece of equipment must be displayed on or adjacent to the equipment in the fitness center (as per the new Doubletree PRECOR Fitness Initiative). Every Doubletree hotel with an indoor pool that has a fitness center immediately off the pool area must have a wall-mounted phone in the pool area and a phone in the fitness center. The phone shall ring, without dialing, to a constantly attended location programmed to take priority over all other calls. All pool / spa / fitness centers must have a minimum of dual-language signs to meet international hotel Standards in appropriate locations. The pool area must have pictorial or dual-language signs in appropriate locations. The pool must have primary signs listing rules for usage and hours of operation. Such signs must be posted in a conspicuous location in the immediate vicinity of the pool(s) with lettering that is clearly legible. The signs must include the following information: • Hours of operation • Use of glassware or glass bottles prohibited in immediate proximity of the pool • Diving prohibited • No running / horseplay on pool deck • Location of emergency phone • No Lifeguard On Duty (unless the lifeguard is required by law). All whirlpools must post clear, legible warning signs advising guests not to enter or use the whirlpool for the following reasons: pregnancy; heart disease; high or low blood pressure; infection, cut, open blister, or abrasion; under the influence of alcohol, stimulants, hypnotic narcotics, tranquilizers, anticoagulants, antihistamines, vasoconstrictors, or vasodilators; unsupervised children; nausea, dizziness, and fainting. (NOTE: The specific wording will be left to the discretion of the hotel. Warning signs must be posted adjacent to the whirlpool.) “No Diving” markings and signs with letters that are a minimum of four inches (4") in height must be provided on all decks. Pool depths must be marked on the pool deck at various locations around the pool’s perimeter at reasonable intervals and at locations denoting every 12" of pool depth change. Depth markings must also be on the vertical sides of the pool, above the water level normally maintained. Lettering must be at least four inches (4") high. All pools must be marked in English measurements (., feet). Marking pool depths in metric units is optional. For dual units of measurement, the English will be above the metric units. Where islands, fountains, and other structures are located within pools, depth markings must be posted thereon and must be visible from the opposite pool edge. Effective January 1, 2010 2010 GLOBAL OPERATING STANDARDS 89
- CONFIDENTIAL - SAFETY & SECURITY For use by Doubletree hotels only The temporary use of pool covers is prohibited. The use of pool covers during a seasonal close is permitted under the following conditions: A. Pool covers and their installation must meet the requirements of the ASTM Standard Performance Specification for Safety Covers and Labeling Requirements for All Covers for Swimming Pools, Spas, and Hot Tubs, F1346 [R1996]. B. Post-installation, installer must subject such pool covers to the test outlined in ASTM Standard F1346, and the results must be documented and maintained by the hotel. The following equipment is required and must be provided for and/or be readily available at every pool at the hotel: A. One shepherd’s hook or pole with a minimum length of 12' B. One United States Coast Guard (USCG) or international equivalent approved life ring for each swimming pool. Each life ring shall be attached to a line with a minimum diameter of 3/16". The length of the line shall be times greater than the greatest dimension of the pool. C. For pools and spas: anti-vortex covers for primary drains and suction inlets are required. All drain covers must be secured on drains at all times. There are two (2) types of main drain covers: the grate and the anti-vortex cover. When properly installed, the covers must withstand the maximum anticipated forces generated by active use. Secure anchoring of the main drain cover and other suction ports is important in preventing suction-related injuries. Inadequate maintenance of equipment and drain covers can lead to pool injuries. Because the safety of pools and spas depends on good inspection and maintenance, the manufacturer's maintenance instructions and recommended inspection schedules must be strictly followed. Generally, all equipment, skimmers, and drain covers must be inspected frequently for corrosion, deterioration, missing or broken parts, or any other potential hazards. D. For all pools and spas: automatic drain blockage detection relief or pump shutdown devices are required. The principle behind installing a multiple drain system is to prevent a single drain opening from becoming the sole inlet to the suction side of the pump. One system currently in use in Florida is a gravity-feed system. A separate tank collects water by means of gravity and the suction pumps are then plumbed to the tank. This method of circulating, filtering, and/or heating and jetting the pool water removes the direct suction from the pool main drains and skimmers and applies it to the tank, which is generally not occupied. Similarly, the use of a vent stack(s) may remove suction from the main drain or skimmer in case of a blockage. The stack would be connected to the main suction line between the drain and the pump and would be open to the atmosphere. Should the drain clog or become obstructed, the pump begins to draw on the water from the vent stack until air is introduced to the system and suction is broken. There are available systems (Stingl Switch and/or Fail Safe Pump) that can sense a small increase in suction at the inlet to the pump and shut the power to the pump. The increase in the suction could be caused by a blockage in the skimmer line at the drain, in the suction line itself, or any combination of these. By sensing an increase in vacuum, these devices trip electrical relays to the pump, which then removes the suction on the line. Chemical balance of the pool must be checked and maintained within guidelines prior to opening and thereafter. At a minimum, manual testing of the pool and spa water must be taken and recorded two times per day, with any additional local requirements superseding this minimum taking precedent. Pool lights must be in good working order. Underwater pool / whirlpool lights must be illuminated at time of darkness. Effective January 1, 2010 2010 GLOBAL OPERATING STANDARDS 90
- CONFIDENTIAL - SAFETY & SECURITY For use by Doubletree hotels only All entrance/exit doors normally locked during specific times in the evening must have signs, both inside and outside the doors that indicate the time they are locked and include directions to the appropriate alternate entrance/exit doors. A sufficient number of safe deposit boxes are to be available to satisfy the needs of hotel guests, unless in-room safes are provided. The Controller must monitor the hotel’s demand for same and adjust the number of boxes as appropriate. Safe deposit boxes are to be located in an area to which there is limited or restricted access. The safe deposit box must be posted with the appropriate “Notice to Guests” to give clear, visible written notice of the hotel’s statutory limitations on liability for valuables deposited in safe deposit boxes. No more than three (3) unmarked emergency (E) keys will be available in the hotel. These three (3) keys will be maintained in separate, sealed and numbered emergency key envelopes in a safe deposit box and used only to open a double-locked guestroom door. For those lock systems that provide mechanical key override, control of the mechanical override key must be the same as for emergency keys. A grand master key is defined as the key that will open any guestroom door lock that is not double locked. Grand master keys must not contain any designation that identifies them as grand master keys. Other master keys, including section or floor masters, are defined as keys that will open designated guestroom door locks within a section (or individual floor) that are not double locked. All sliding glass doors are to be equipped with the following hardware: A. An integral, primary locking device B. Security latch or other approved secondary locking device All doors to adjoining rooms are to be equipped with the following hardware: A. An integral, primary locking device B. Security latch or other approved secondary locking device All guestroom windows are to be lockable and have stops or other restricting devices that prevent the window from opening more than four inches (4"), fire code permitting. Grade level windows or windows that may potentially allow access from outside (. connecting balconies, etc.) are to have secondary locking devices and decals explaining their use. All linen and/or housekeeping storage rooms are to be equipped with key (mechanical or electronic) lock operated self-closing and self-locking doors. These rooms are to be locked when not in use. All linen and trash chutes on guestroom floors are to be equipped with key operated, self-closing and self-locking doors (even when located on the inside of linen rooms or inside of other rooms). All storage and/or equipment rooms located on guestroom floors must be key (mechanical or electronic) lock operated and have self-closing and self-locking doors. These rooms are to be locked when not in use. It is highly recommended that a motion detector light system is in place to save energy. All rooftop exits (doors or hatches) are to be unlocked from the inside, locked from the outside, and equipped with an interior side panic-release bar and a contact alarm monitored by personnel at the Security Dispatch Office or Telephone Room, or Front Desk. INSURANCE REQUIREMENTS – Each Doubletree hotel must carry all insurance coverage specified in the license agreement and/or this Standards manual. Current active policies with appropriate endorsements must be available for review and inspection by Hilton Worldwide. Current insurance certificates meeting the criteria set forth in Standards 900-904 for all required coverages must be provided to Hilton Worldwide. Effective January 1, 2010 2010 GLOBAL OPERATING STANDARDS 91
- CONFIDENTIAL - SAFETY & SECURITY For use by Doubletree hotels only Each Doubletree hotel must have a fire safety system that meets or exceeds the requirements of state and local fire codes and the Design & Construction Standards. At minimum, the fire safety system must be tested once a year (depending on local code requirements) by a professional testing service, or an engineer certified in fire safety, alarms, valve supervisory switches, stairwell pressurization, and atrium smoke removal systems. Individual batteries for all battery-powered smoke detectors are to be replaced annually and records kept of the dates of replacement. Records of the previous two (2) tests for each test required must be maintained at the hotel. Fire Safety System Requirements Minimum standards for fire safety systems are detailed below. The more stringent requirements between these Standards and any state and local requirements must be followed as a minimum. A. Fire Alarm System and Fire Sprinkler System. All areas of a hotel must be equipped with a fire alarm system and automatic fire sprinkler system, which are zoned by floors. 1. Fire Alarm System. The fire alarm system must be comprised of Underwriters Laboratory approved equipment and devices. The installation, location and spacing of such equipment and devices must be in accordance with the latest edition of NFPA 72, or as otherwise specified by the governmental authority having jurisdiction. Strobe notification appliances must be provided in accordance with federal accessibility rules (28 CFR 36, Appendix A, Sec. ) as to number, locations, spacing and visual intensity. A manual fire alarm pull station capable of sounding a general alarm must be located behind the front desk. The panel must not be located on the back wall facing the registration desk. 2. Fire Sprinkler System. The hotel is to have complete automatic and supervised fire sprinkler systems throughout all areas, including all guestrooms, in accordance with the stricter of: a. applicable standards referenced in the building or fire codes of the local jurisdiction, as interpreted by the authority having jurisdiction, and only as applicable for the status of the subject hotel; OR b. an automatic fire sprinkler system located throughout the hotel, including all guestrooms, and complying with NFPA 13 (reference TS 015, Hilton International CO) Exceptions – within the NAM & CSACRB: i. For hotels where the building is four stories or less in height, NFPA 13R is permitted if allowed by local or other applicable codes. ii. For hotels where the building is three stories or less in height with guestrooms exiting directly to the exterior, an automatic fire sprinkler system is not required. However, such hotels must have been built in accordance with applicable building codes in force at the time of permit issuance, and must be maintained in compliance with any applicable codes. Exceptions – outside NAM & CSACRB: hotels where the building is four stories or less in height. Exceptions – worldwide: Hotels converted to any of the brands in the Hilton Worldwide portfolio (“Conversion Properties”) must be in full compliance with the standards set forth above within the time period set forth in the applicable Product Improvement Plan for the hotel. Effective January 1, 2010 2010 GLOBAL OPERATING STANDARDS 92
- CONFIDENTIAL - SAFETY & SECURITY For use by Doubletree hotels only Compliance must occur prior to the hotel’s opening to the public as a Brand hotel unless an exception is approved in writing by the Senior Vice President of Architecture and Construction, Senior Vice President of Hotel Brand Management and the Senior Vice President of Franchise Development for hotels within the Americas; by the Vice President of Technical Services, Area President and CEO of International Operations for hotels outside the Americas (“Committee”). In no event shall a Conversion Hotel open to the public until it is in full compliance with any applicable codes of the local jurisdiction. Any exception that may be granted by the Committee relates only to standards that exceed applicable local codes. B. Smoke Detectors. Smoke detectors are required in accordance with NFPA 72 and as set forth in this section. 1. Smoke Detectors in Guestrooms / Suites. The hotel must equip hard-wired and locally annunciated smoke detectors in all guestrooms and each livable space of a suite. Smoke detectors within accessible guestrooms/suites and any others required by ADA or the local jurisdiction must be equipped with an integral strobe light providing a visual intensity of 177cd. 2. Smoke Detectors in Areas Other Than Guestrooms / Suites. The hotel must have system connected, hard-wired smoke detectors in the following areas (where applicable): a. Lobby b. Administration areas / front desk c. Pantry prep/pantry/kitchen d. Food and beverage outlets/restaurant e. All corridors f. Laundry g. Dryer enclosure (heat detector only behind dryers) h. Meeting rooms / ballrooms / pre-function areas / executive center i. Maintenance shop (must have combination heat and smoke detectors) j. Linen rooms k. Mechanical/boiler/electrical rooms - must have combination heat and smoke detectors l. Elevator equipment - must have combination heat and smoke detectors m. Top of stairwells n. Miscellaneous storage rooms o. Public restrooms p. Fitness center / health club q. Guest laundry r. Parking structure s. Enclosed swimming pool t. Any other areas required by local codes Exception – Hotels converted to any of the brands in the Hilton Worldwide portfolio (“Conversion Properties”) must be in full compliance with any applicable codes of the local jurisdiction. In addition, all Conversion Properties must comply with the standards set forth above relating to Guestrooms / Suites. Compliance must occur prior to the hotel’s opening to the public as a Brand hotel. Unless Brand determines that there are unique circumstances related to the subject Conversion Hotel, the standards set forth above for Areas Other than Guestrooms / Suites will not apply to Conversion Properties. Effective January 1, 2010 2010 GLOBAL OPERATING STANDARDS 93
- CONFIDENTIAL - SAFETY & SECURITY For use by Doubletree hotels only C. Fire Extinguishers 1. Fire extinguishers must be contained in appropriate recessed cabinets in public spaces according to local and national codes. 2. Fire extinguishers must be mounted in front office area, laundry, maintenance, corridors and near storage rooms and as otherwise required by the local jurisdiction. 3. Fire extinguishers must be in clear view within the appropriate rooms. 4. Portable Fire Extinguishers must be provided and installed in accordance with NFPA 10 and NFPA 96 (for restaurant kitchens). 5. Restaurant kitchen fixed fire extinguishing systems must be installed for all cooking equipment and appliances in accordance with NFPA 17A and NFPA 96 using wet chemical water assisted type systems. D. Approval, Testing and Maintenance, Training 1. Approval. Written approval of the plans for required fire safety systems must be obtained from the governmental authority having jurisdiction prior to installation of the fire safety system. The form of written approval may vary by governmental authority. For the purposes of these standards, “written approval” is defined as a certificate, letter of approval, permit, stamp of approval, or other approval method as used by the governmental authority. Written certification that the required fire safety systems have been installed according to the approved plan by a licensed contractor and are fully operational, tested and approved by the authority having jurisdiction must be obtained from the installation contractor. 2. Testing and Maintenance. All fire safety systems installed (including any systems installed above and beyond the requirements of this standard) must be tested and maintained either: a. through a maintenance contract with an organization licensed to install and maintain such equipment; OR b. by individuals trained to perform such maintenance and testing. Testing and maintenance of sprinkler systems must be in accordance with the manufacturer’s instructions, NFPA 25, or as otherwise specified by the governmental authority having jurisdiction. Testing and maintenance of smoke detection systems (or heat detection devices where appropriate) must be in accordance with the manufacturer’s instructions, NFPA 72, or as otherwise specified by the governmental authority having jurisdiction. A statement certifying that such testing and maintenance have been performed must be signed by either the maintenance company representative and the General Manager of the hotel; OR by the individual trained to perform such maintenance and testing and the General Manager of the hotel. All statements certifying such testing must be kept on file at the hotel and be made available to the Brand's field inspector. Such testing and maintenance must be performed at least once every six months. A minimum of one test per year must be conducted by an outside third party licensed to test fire safety equipment. Guestroom / suite smoke detectors must be included as part of this testing and documentation (reference library document Inspection, Testing and Maintenance Tracking Matrix for maintenance contractor and hotel personnel responsibilities). Effective January 1, 2010 2010 GLOBAL OPERATING STANDARDS 94
- CONFIDENTIAL - SAFETY & SECURITY For use by Doubletree hotels only 3. Training. The General Manager, assistant manager, all guest services (front desk) personnel, maintenance supervisors, housekeepers and night auditors, as well as any other personnel designated as “managers on duty” at the hotel, must be familiar with the operation of the fire safety systems, fire evacuation procedures and the operation of portable fire extinguishers. E. Installation. All system wiring must be in conduit unless otherwise permitted by local codes. Water piping for the fire sprinkler system must be attractively concealed within walls, ceilings and furred areas; however, fire sprinkler heads and other system equipment may not be concealed in a manner that reduces their effectiveness or defeats their purpose. Effective January 1, 2010 2010 GLOBAL OPERATING STANDARDS 95
9 INSURANCE & CONCESSIONAIRE INSURANCE REQUIRED DURING CONSTRUCTION INSURANCE REQUIRED DURING OPERATIONS GENERAL REQUIREMENTS ADEQUACY OF INSURANCE CONCESSIONAIRE AGREEMENTS CONFIDENTIAL- for use by Doubletree hotels only Questions regarding the contents of this Manual may be directed to the following address: DOUBLETREE HOTELS Attn: Brand Standards Department 7930 Jones Branch Drive McLean, VA 22102 (703) 883-1000 Effective January 1, 2010 2010 GLOBAL OPERATING STANDARDS 96
- CONFIDENTIAL - INSURANCE & CONCESSIONAIRE For use by Doubletree hotels only INSURANCE Owner must meet the insurance requirements specified in the Agreement or this Manual, unless specifically indicated to the contrary. Insurance requirements are split into two areas: those required during construction or significant renovation, and those required during operation. RESOURCES / REFERENCES: OnQ Insider: INSURANCE REQUIRED DURING CONSTRUCTION If the hotel is under construction or undergoing major renovations or remodeling, the following insurance requirements apply. This insurance must be effective prior to the start of construction or renovation/remodeling. GENERAL CONTRACTOR INSURANCE Any and all contractors and subcontractors (collectively, "Contractors") performing work on or about the hotel must be contractually assigned responsibility for job site safety and for all claims for injury or damage arising out of Contractors' operations to the greatest extent permitted by law. Owner must provide or negotiate requirements for sufficient insurance on the part of the general contractor, which at a minimum must include: A. Occupational Injury Insurance as required by law or custom, including statutory Workers' Compensation insurance and Employers' Liability, wherever applicable, in an amount not less than $1,000,000 each accident, $ 1,000,000 Disease -Policy Limit, and $1,000,000 Disease -Each Employee. (Refer to C. for additional clarification.) B. Commercial General or Public Liability Insurance (“CGL”). Coverage limits in the minimum amount of $15,000,000 per occurrence. If the CGL policy contains a general aggregate limit, it must apply separately to the hotel project. Coverage must include products-completed operations, personal and advertising injury, protective liability, independent contractors, and liability assumed under an insured contract (including the tort liability of another assumed in a business contract) on an "occurrence basis”. This insurance may not have any restrictions, modifications or exclusions for explosion, collapse, underground property damage, earth movement or damage to work performed by a subcontractor. Contractor must carry completed operations insurance for a period of not less than five (5) years after the completion of the project. This requirement may be reviewed and modified in recognition of the local insurance marketplace. C. Automobile/Motor Liability Insurance. Coverage limits in the minimum amount of $2,000,000 each accident combined single limit for any automobile (including, but not limited to, owned, scheduled, hired and non-owned vehicles). D. Excess and Umbrella. Contractors’ insurance requirements may be satisfied with a combination of primary, umbrella and/or excess policies. E. Builder's Risk. Owner must purchase or cause to be purchased Builder's Risk insurance covering the entire work at the jobsite. This insurance must be on a 100% completed value (replacement cost) form. For renovation projects, the 100% completed value may be achieved through a combination of Property and/or Builder's Risk insurance. This insurance must include the perils covered under a special causes of loss ("all-risks") form and include the following: 1. Cold testing, windstorm, and collapse, including collapse resulting from design error. 2. This insurance must apply to property intended for incorporation into the work for the entire duration of the contract including: property in the course of construction, reconstruction, or repair; property while in transport to the site; property stored at the site or off premises; scaffolding, staging, shoring, formwork, fences, false work, and temporary buildings and any similar items commonly referred to as construction equipment located at the site, Effective January 1, 2010 2010 GLOBAL OPERATING STANDARDS 97
- CONFIDENTIAL - INSURANCE & CONCESSIONAIRE For use by Doubletree hotels only furniture, fixtures, and other personal property typical to a hotel located on premises or in storage or at any other temporary location. 3. The policy must cover the cost of removing debris, including demolition as may be made legally necessary by the operation of any applicable law, ordinance or regulation. 4. Permission to occupy or a partial occupancy clause or definition must be included and allow occupancy without qualification. 5. This insurance must include Business Interruption coverage including the Brand's interest for full recovery of net profits and continuing expenses of the hotel projected for 12 months following a covered loss (including Rental Value and payments which would have been owed the Brand in the absence of a loss). Such limit must be sufficient to avoid a coinsurance penalty. 6. This insurance must be maintained in effect until the earliest of either the date on which all persons and organizations who are insured under the policy agree that it may be terminated or as provided for in the contract documents. 7. This insurance must name all owners of the premises, agents of the owner, and Contractors of any tier as insureds. The policy must include a waiver of subrogation which states that all owners and Contractors waive their rights of subrogation against one another with respect to losses covered by this policy. F. Flood Insurance. Flood Insurance with a limit as close to the amount of the Builder’s Risk as is available at commercially reasonable prices must be obtained. Coverage must include business interruption. This requirement is subject to review and modification in recognition of changes in the insurance marketplace. If the hotel is designated as a USA hotel, this requirement only applies if the location is in the special flood hazard areas of Zones A (A, A1-A30, AE, AH, AO, A99, AR and any combination of zones such as AR/AE, AR/AH, AR, AO, etc.) and Zones V (V30, VE, and VO). Owner should contact FEMA map service at 1-877-336-2627 or visit the following web sites to determine the hotel’s zone: Information may also be obtained through the hotel’s local community planning board or building permit department. G. Earthquake Insurance with a limit of not less than 75% of the project’s hard cost value or the probable maximum loss (PML) if available. Coverage must include business interruption. If the hotel is designated as a USA hotel, this requirement only applies if the location is in a zone with a hazard rating of 48 or higher according to the US Geological Survey Shaking Hazard maps. For locations in zones 32-48 earthquake insurance with a limit of not less than 50% of the project’s hard cost value is required or the probable maximum loss (PML) if available. Visit to determine the hotel’s zone. Additional consultation with hotel's insurance broker is recommended. The earthquake insurance requirements in this section () are subject to review and modification based on conditions in the insurance market and reasonableness of premium. H. Pollution Insurance. If a pollution exposure exists during renovation or construction, Owner must require Contractor's Pollution Legal Liability in an amount not less than $1,000,000 per occurrence. If the contractor's pollution legal liability coverage is written on a claims-made policy form, the retroactive date of the policy must be shown on the certificate of insurance and must be on or before the date of the commencement of services by Contractor. Insurance must be maintained and evidence of insurance must be provided for at least three (3) years after completion of the work. Effective January 1, 2010 2010 GLOBAL OPERATING STANDARDS 98
- CONFIDENTIAL - INSURANCE & CONCESSIONAIRE For use by Doubletree hotels only If the coverage is canceled or not renewed, and it is not replaced with another policy with a retroactive date that precedes the date of Contractor’s agreement, the Contractor must provide extended reporting coverage for a minimum of three (3) years after completion of the work on the former policy. The Architect and all design professionals must carry professional errors and omissions insurance with limits commensurate with the risks. Such policy must cover claims arising out of negligent errors or omissions during the performance of professional services and include coverage for attorney fees. The retroactive date of the policy must be shown on the certificate of insurance and must be before the date of the agreement. If the coverage is canceled or not renewed and it is not replaced with another policy with a retroactive date that precedes the date of this agreement, all professionals must provide extended reporting coverage for a minimum of two years after completion of the agreement or the work on the former policy. All professionals must keep such insurance in force during the course of this Agreement and for a period of not less than two (2) years after the date of Substantial Completion of the Work in accordance with the terms of Construction Contract. MISCELLANEOUS A. Owner must indemnify and hold Hilton Worldwide, its owners subsidiaries and affiliates now or hereafter existing, harmless from any and all damages or claims arising out of the failure of any Contractor, supplier or vendor doing business with the hotel to maintain adequate insurance. Contractors must not be allowed on the site or within the premises until the stated insurance requirements are evidenced. B. Contractor's insurance, with the exception of Workers' Compensation, must name Owner, Hilton Worldwide and each of their owners, subsidiaries and affiliates (including their respective directors, officers and employees), now or hereafter existing, as additional insureds on terms no less broad than forms ISO CG 20 10 11 85 or a combination of ISO forms CG 20 10 10 01 and CG 20 37 10 04 (or a substitute form providing equivalent coverage), and copies of these endorsements or their equivalent must be provided to Owner and the Brand. C. Owner, at its option, may purchase an "owner controlled insurance program" or "wrap up" insurance program to comply with the coverage requirements in this Section 900. INSURANCE REQUIRED DURING OPERATIONS The insurance required of Owner below in this Section applies to hotels in the USA and Non-USA hotels with the exception of Commercial General (Public) and Automobile/Motor Liability requirements. These coverages are separately addressed. All policies must be effective at the commencement of any operations related to the hotel. A. For hotels in the USA: Commercial General (Public) Liability insurance ("CGL"). (Non-USA hotels should refer to ). Owner must purchase Commercial General (Public) Liability insurance on an occurrence form including defense costs arising out of or connected with hotel operations. Coverage limits must be at least $15,000,000 per occurrence, and may be satisfied with a combination of primary, umbrella, and/or excess insurance policies. The CGL insurance must include coverage for the following risks: 1. Damage to property of others and bodily injury including sickness, disease and death. 2. Personal and advertising injury covering liability for false arrest, libel, slander, defamation, false imprisonment, unlawful detention, wrongful or malicious prosecution or invasion of privacy. 3. Innkeeper’s Liability insuring loss or damage to guests’ property (up to statutory requirements). This can be satisfied by any combination of CGL or Crime coverage. 4. Liquor Liability insuring Owner’s liability arising out of the sale or serving of alcoholic beverages, if the hotel serves or sells beer, wine or spirits. Effective January 1, 2010 2010 GLOBAL OPERATING STANDARDS 99
- CONFIDENTIAL - INSURANCE & CONCESSIONAIRE For use by Doubletree hotels only 5. Contractual Liability insuring liability arising out of oral, written or incidental agreements, including, but not limited to, hold harmless agreements and the Indemnity Paragraph of the Agreement. 6. Independent Contractors insuring liability Owner may incur arising out of operations performed for Owner by persons other than Owner’s own employees. 7. Premises / Operation insuring liability arising out of work performed on premises. 8. Products and Completed Operations 9. Worldwide jurisdiction covering lawsuits brought anywhere in the world from occurrences arising out of the hotel or the operations connected with the hotel (per form ISO CG2422 10 01 or equivalent). 10. Aggregate limits, if any, must be aggregated on no less than a “per location” basis for the underlying general liability as well as the umbrella/excess coverage (per form CG 2504 or equivalent). 11. Named perils pollution including coverage for liability arising out of heat, smoke or fumes from a hostile fire, or smoke, fumes, vapor or soot produced by or originating from equipment that is used to heat, cool or dehumidify the building, or equipment that is used to heat water (per form CG 2165 or equivalent). B. Automobile / Motor Liability. (Non-USA hotels should also refer to ) Commercial Automobile / Motor Liability insurance with coverage limits of at least $15,000,000 each accident / combined single limit, which may be satisfied with a combination of primary, umbrella, and/or excess insurance policies. Coverage must include: 1. Coverage for any automobile including, but not limited to, all owned, non-owned, leased, and hired automobiles used in the operation of the hotel. 2. Garage-Keeper's Liability, if the hotel’s operations include parking operations, with a limit adequate to cover the full actual value of all automobiles that are in Owner’s care, custody, and control at any one time. C. Occupational Injury Insurance as required by law or custom, including Workers' Compensation insurance wherever applicable. Occupational Injury insurance must be in force prior to the hiring of any employees. Employers Liability coverage must also be obtained in the minimum amounts of $1,000,000 each accident, $1,000,000 Disease-Policy Limit, and $1,000,000 Disease-Each Employee, or such amounts as are required by law or custom. The Employers Liability limits can be satisfied by any combination of Workers' Compensation, Employers Liability, and/or Excess / Umbrella policies. However, the certificate of insurance must clearly indicate that Excess / Umbrella liability insurance affords coverage for Employers Liability. If the hotel is designated as a USA hotel, and Workers' Compensation Insurance is required by law, such coverage must be extended to cover "All States", Voluntary Workers' Compensation, and Longshoreman's and Harbor-worker's Act on an "if any" basis, unless the hotel is insured under a state operated fund. If the hotel is designated as a USA hotel, participation in a . state's insurance fund shall satisfy the requirements hereunder. If the hotel self-insures Workers' Compensation, a copy of the license granting authority to self-insure must be furnished to the Brand. If the hotel participates in a state fund or self-insures for Workers' Compensation, stopgap coverage or an endorsement to the commercial general liability policy is required in an amount not less than $1,000,000 per claim. For the State of Texas, participation as a Non-Subscriber must be evidenced by submitting to the Brand a copy of the Employer Notice of No Coverage or Termination of Coverage (DWC Form-5), and an ERISA-compliant occupational injury benefit plan that covers substantially the same work-related injuries as Workers' Compensation. Nonsubscribers must carry Employers Liability insurance with limits of no less than $5,000,000. Effective January 1, 2010 2010 GLOBAL OPERATING STANDARDS 100
- CONFIDENTIAL - INSURANCE & CONCESSIONAIRE For use by Doubletree hotels only D. Commercial Property Insurance. Property Damage and Business Interruption insurance on a special causes of loss policy form ("all–risks"), covering 100% of the insurable replacement value of the building and its contents, and for full recovery of the net profits and continuing expenses of the hotel (including rental value) for a 12 month period must be carried. Such limit must be sufficient to avoid a co-insurance penalty, if applicable. Continuing expenses must specifically include royalty/license fees and other fees payable to the Brand, its subsidiaries and affiliates. The policy must include coverage for the peril of windstorm and for ordinance and law. Hilton Worldwide and its owners, subsidiaries and affiliates now or hereafter existing must be included as an additional insured under the Commercial Property and Business Interruption insurance. E. Flood Insurance. Flood Insurance with a limit as close to the full replacement cost of the building as is available at commercially reasonable prices. Coverage must include business interruption. This requirement is subject to modification based on conditions in the local insurance market and reasonableness of premium. If the hotel is designated as a USA hotel, this requirement shall only apply if the location is in the special flood hazard areas of Zones A (A, A1-A30, AE, AH, AO, A99, AR and any combination of Zones such as AR/AE, AR/AH, AR/AO, etc) and Zones V (V30, VE and VO). Owner should contact the FEMA map service at 1/877/336-2627 or visit the following web sites to determine the hotel’s zone: Information may also be obtained through the hotel’s local community planning board or building permit department. F. Earthquake Insurance. Earthquake coverage with a limit not less than 75% of the replacement cost of the hotel must be provided or the probable maximum loss (PML) if available. Coverage must include business interruption. If the hotel is designated as a USA hotel, this requirement shall only apply if the location is in a zone with a hazard rating of 48 or higher according to the US Geological Survey Shaking Hazard maps. For locations in zones 32-48 earthquake coverage with a limit not less than 50% of the replacement cost of the hotel must be obtained or the probable maximum loss (PML) if available. Visit to determine the hotel’s zone. Additional consultation with hotel's insurance broker is recommended. The earthquake insurance requirements in this section () are subject to review and modification based on conditions in the local insurance market and reasonableness of premium. G. Boiler and Machinery / Equipment Breakdown Insurance. Broad form Boiler and Machinery insurance, including business interruption coverage, against loss from accidental damage to, or from the explosion of, boilers, air conditioning systems, including refrigeration and heating apparatus, pressure vessels and pressure pipes in an amount equal to 100% of the actual replacement value of such items (without taking into account any depreciation) plus full recovery of the net profits and continuing expenses of the hotel. Continuing expenses must specifically include royalty / license fees and other fees payable to the Brand. Effective January 1, 2010 2010 GLOBAL OPERATING STANDARDS 101
- CONFIDENTIAL - INSURANCE & CONCESSIONAIRE For use by Doubletree hotels only H. Crime Insurance. Crime insurance with the following coverages and limits of insurance (per occurrence): Employee Dishonesty $ 250,000 Forgery & Alteration $ 50,000 Money & Securities (Inside) $ 50,000 Money & Securities (Outside) $ 50,000 Robbery & Safe Burglary of Property other than $ 50,000 money and securities Computer Fraud $ 50,000 Counterfeit paper currency $ 50,000 I. Terrorism. Terrorism coverage must be obtained and maintained for both first party damage and third party liability either stand-alone, through a government operated or mandated pool, or as part of the General/Third Party Public Liability coverage and the Property Damage / Business Interruption coverage. This requirement is subject to modification based on conditions in the local insurance market and reasonableness of premium. J. Watercraft. Watercraft liability coverage to the extent that hotel operations include watercraft activities. Please contact Hilton Worldwide Risk Management for requirements on limits of liability. K. Aircraft Liability. Refer questions concerning insurance limits to Hilton Worldwide Risk Management if applicable. Owner must comply with Section if it is designated as other than a USA hotel. A. General/Public Liability. The Brand or its designee will, at Owner’s cost, procure upon the commencement of operation of the hotel and maintain at all times during the term of the Agreement, if available on terms and conditions commensurate with the risk, third-party General / Public Liability insurance in such amounts as the Brand may deem necessary. Owner will be named as an additional or co-insured. All policies may contain such deductibles or retentions as the Brand considers reasonable. The Brand may elect to maintain all or part of such policies under an arrangement insuring one or more hotels operated by the Brand or its affiliates or subsidiaries, in which event the cost of such insurance to Owner will be allocated by the Brand on a reasonable basis. If the Brand cannot obtain coverage using reasonable effort, Owner must comply with the terms of A. B. Property Owner’s Liability. Owner must procure and maintain Property Owners Liability fully protecting Owner for liability arising out of its ownership, possession and use of the Hotel. C. Auto/Motor Liability. Owner must procure and maintain Auto/Motor liability insurance in accordance with any local law or statute and per the terms of B. above. Notwithstanding, Owner need only procure a limit of insurance sufficient to meet local custom or law if the Brand provides excess public liability insurance under (a) above. D. All policies purchased by Owner must name Hilton Worldwide, and its owners, subsidiaries and affiliates now or hereafter existing as an additional or co-insured. All policies must contain cross-liability coverage and a waiver of the right of subrogation in favor of the Brand. Effective January 1, 2010 2010 GLOBAL OPERATING STANDARDS 102
- CONFIDENTIAL - INSURANCE & CONCESSIONAIRE For use by Doubletree hotels only GENERAL REQUIREMENTS Except as noted under Section ., all policies must name the Owner as named insured and, with the exception of Workers' Compensation, must name Hilton Worldwide and its owners, subsidiaries and affiliates now or hereafter existing as additional insureds, including their employees, officers and directors. For Commercial General/Public Liability, additional insured endorsement form ISO CG 20 10 11 85 or equivalent for construction and renovation, and form ISO CG 2029 11 85 , ISO CG 20 10 11 85 or equivalent during operations must be used to satisfy this requirement. Such forms may be requested from Hilton Worldwide's Risk Management Department or obtained from OnQ Insider. All liability policies must contain cross liability coverage. All required insurance must be purchased from insurance companies with a financial rating acceptable to Hilton, which must be no less than A- VII if rated by the company . Best. All policies of Owner must be endorsed to be primary insurance with no recourse to or contribution from any other similar insurance, if any, which may be carried by Hilton Worldwide and its owners, subsidiaries and affiliates now or hereafter existing, except as provided for in . Evidence of such must be supplied to the Brand. Advance notice of cancellation, termination or modification of any policy must be given in writing no less than 30 days prior. Owner must deliver or cause to be delivered to the Brand each of the following: A. Certificates of insurance or proof acceptable to Hilton Worldwide evidencing the insurance required in this Manual, including applicable endorsements. Each certificate must specifically identify insured location(s) by name and address. If a certificate states that the Insurer will "endeavor to," these words must be stricken from the certificate. B. A signed letter written or translated to English from the insurance agent or broker who placed the required insurance affirming that he or she has read and understood the insurance requirements contained in this Manual. This letter must specifically address whether the insurance the agent or broker has placed complies with the insurance requirements set forth in this Manual. C. A signed checklist from the insurance agent or broker indicating whether there is coverage for each of the minimum requirements set forth in this Manual. For samples of these letters and checklists, as well as sample certificates and evidence of property insurance, please refer to: or request a copy from Hilton Worldwide Risk Management at: @. For notice purposes the certificate holder is "Hilton Worldwide, attention Risk Management, 7930 Jones Branch Drive, McLean, VA 22102." Phone (703) 883 5435 Fax (703) 883 6184 For USA Hotels: All evidence of insurance required herein including certificates must be uploaded to the following web address: To use this address, enter the fax number 1-866-305-2520, select Browse to locate your PDF file and click upload. Alternatively, all required evidence can be E-mailed to: HiltonCertificates@ or Faxed to (866) 305 2520. For Non-USA Hotels: All evidence required herein must be sent to the certificate holder as noted above, or e-mailed to @ or faxed to (703) 883 6184. Effective January 1, 2010 2010 GLOBAL OPERATING STANDARDS 103
- CONFIDENTIAL - INSURANCE & CONCESSIONAIRE For use by Doubletree hotels only Failure of the Brand to demand evidence of compliance with the insurance requirements in this Manual or failure of the Brand to identify a deficiency from evidence that is provided shall not be construed as a waiver of Owner's obligation to maintain such insurance. At the request of the Brand, Owner must deliver a copy of each policy bearing certification of the insurance company underwriter(s), that the policy is a complete copy of the policy issued with all endorsements to the Brand. The Brand may increase or decrease the minimum amount of insurance, require additional or different types of insurance, or otherwise change the requirements to make them comparable to the amount and kinds of insurance carried by other properties or hotels, taking into account the size and location of the hotel and changing circumstances in the law and insurance marketplace. Any deductibles or self-insured retentions above $50,000 or five percent (5%) of the replacement cost of the hotel must be declared to and approved by Hilton Worldwide's Risk Management Department at 7930 Jones Branch Drive, McLean, VA 22102, Phone (703) 883 5435 Fax (703) 883 6184 Email @. All certificates or other documents evidencing insurance must be provided in English with currency indicated in US dollars. Limits required in this standard may be satisfied in the local currency equivalent at the time the policy is purchased. Owner must obtain and maintain any other insurance required by local or national statute or law. ADEQUACY OF INSURANCE The Brand makes no representation, implied or express, that the foregoing insurance requirements are adequate to protect Owner. The insurance coverage requirements contained in this Manual are only minimum requirements. These requirements do not relieve Owner from responsibility for any loss or claim for damages arising out of the Agreement. Owner must indemnify the Brand for any claim for damages due to failure of Owner or any Contractor, supplier, or vendor doing business with Owner to maintain adequate insurance. To ensure compliance, the Brand strongly recommends that Owner reproduce all insurance sections in this Manual in full and submit it to an agent or broker experienced in writing insurance for hotels. If Owner does not obtain or maintain the required insurance or policy limits, the Brand can (but is not obligated to) obtain and maintain the insurance or such portion of the insurance (“Difference in Limits”/”Difference in Conditions”) needed to bring Owner’s insurance in line with the requirements herein for Owner without first giving Owner notice. If the Brand does so, then Owner must immediately pay the Brand upon request the premiums and costs incurred by the Brand. Effective January 1, 2010 2010 GLOBAL OPERATING STANDARDS 104
- CONFIDENTIAL - INSURANCE & CONCESSIONAIRE For use by Doubletree hotels only CONCESSIONAIRE AGREEMENTS A. Concessionaires may only be used / granted by the hotel for activities that are approved by Brand. B. Concessionaires must be operating under the terms of a signed agreement between the concessionaire and the hotel. C. Concessionaires must not be authorized or permitted to use any of the Marks for any purpose. D. Concessionaires must be qualified and reputable in their field. E. The billing of charges for hazardous activities, including waterborne and airborne craft, water sports, diving and scuba diving activities, the operation of watercraft or aircraft (including hot air balloons) to a guest’s account is prohibited. F. Each concessionaire must maintain adequate insurance for its business. Owner must ensure concessionaires have procured and maintained insurance policies with adequate limits of liability, and that concessionaires fully indemnify Owner, Brand and Hilton Worldwide and their subsidiaries and affiliates now or hereafter existing. 1. All policies under this Brand Standard must name Owner, Brand and Hilton Worldwide and any of their subsidiaries or affiliates operating in the country where the hotel is located (including their officers, directors and employees) as additional insured parties and grant a waiver of subrogation in favor of Brand and Hilton Worldwide. 2. Any concessionaire involved in the operation of health clubs, saunas, spas, dental, medical or beauty treatments at the hotel must provide evidence of professional liability and/or incidental medical malpractice insurance in addition to the other coverages. The policy must have a limit of liability of at least $1,000,000 (one million dollars). Concessionaires utilized in these fields must be members of a relevant professional body and be deemed to be experts in their field according to the nature of the activities. The hotel must provide to Brand evidence of each concessionaire’s professional qualifications in the relevant activity and the insurance coverage, if any, provided by that professional body. 3. All insurance policies required by this Standard must be maintained by the concessionaire in full force and effect during the term of the operation of the business by the concessionaire at the hotel and for a reasonable period thereafter. G. Special considerations apply where the concessionaire is involved in hazardous activities, including waterborne and airborne craft, health clubs, and water sports. With respect to water sports, diving and scuba diving activities, the operation of watercraft or aircraft (including hot air balloons) and other hazardous activities, the concessionaire must maintain insurance policies with limits of liability of at least $1,000,000 (one million dollars) and must fully indemnify Owner, Brand and Hilton Worldwide and their subsidiaries and affiliates now or hereafter existing. H. Any concessionaire or other third party operating a business at the hotel must comply with all physical, cleanliness and service standards of the Brand and is subject to periodic QA inspection by Brand. The hotel is responsible for ensuring compliance. Non-compliance with Brand Standards by a third-party operator will be treated by Brand as if the non-compliance were by Owner. Effective January 1, 2010 2010 GLOBAL OPERATING STANDARDS 105
10 EMPLOYEE TRAINING MANDATORY TRAINING CONFIDENTIAL- for use by Doubletree hotels only Questions regarding the contents of this Manual may be directed to the following address: DOUBLETREE HOTELS Attn: Brand Standards Department 7930 Jones Branch Drive McLean, VA 22102 (703) 883-1000 Effective January 1, 2010 2010 GLOBAL OPERATING STANDARDS 106
- CONFIDENTIAL - EMPLOYEE TRAINING For use by Doubletree hotels only MANDATORY TRAINING The success of the Brand rests primarily on the talents and skills of our hotel level employees. For that reason, great consideration and effort has gone into the training programs and their design. Each program is created to offer measurable value to the Brand, the hotel, the owner, and the employee. While these programs are styled to offer the greatest impact with the least time and financial commitment, they do require the full participation of each employee and his or her supervisor. The self-paced programs should not be delivered in a vacuum, but with the involvement of the hotel’s subject experts. Each hotel must have the following dedicated full time positions at the hotel: General Manager; Director of Sales; Director of Revenue Management or Revenue Manager; Director of Front Office, Director of Food & Beverage (smaller hotels may have a Manager of Food and Beverage), and a HHonors Guest Manager. None of the positions listed above may be shared positions with other hotels. For hotels joining the Brand as new builds or conversions, the following positions must be staffed no less than 120 days before opening: General Manager; Director of Sales; Director of Revenue Management or Revenue Manager. If the General Manager also holds the position of area/regional manager over several hotels, the General Manager’s base hotel must have a full-time Hotel Manager and the hotel must have a waiver on file from the Brand indicating approval, if this is the case. The Hotel Manager must be trained and authorized to make decisions regarding guests and employees. If approved, the Hotel Manager must comply with all General Manager training requirements, and attend both the GM Orientation, and GM Brand Conference. The Brand reserves the right to approve the following positions: General Manager; Director of Sales; and Director of Revenue Management or Revenue Manager. If requested, hotels must complete an approval survey and submit required documentation as directed. Based on performance, the Brand may require a position change to better assist the hotel with adherence to Brand Standards, initiatives, and /or maximizing profitability at the hotel level. The Brand reserves the option to conduct employee training periodically. Attendance must be mandatory if training is deemed necessary by Brand Management. Employees must be required to achieve certification upon completion of training. Depending upon the employee’s position and the type of training, re-certification may be required periodically. General Managers and Directors of Sales are required to attend Brand Conferences. If deemed necessary, Directors of Revenue Management or Revenue Managers must be required to attend Brand conferences as well. Owners are responsible for trainees’ wages, room and board, travel expenses, and tuition charges (if applicable) during training periods. The Customer Really Matters (CRM) training program must be completed by all General Managers, department heads, front office employees, and all other employees. New employees must complete the training program within 30 days of hire. General Managers, department heads and other employees are required to train, communicate, promote awareness, and reinforce any new CRM-related initiative on a continuing basis. See standard for additional information regarding CRM training requirements. All hotels’ Directors of Sales (DOS) must attend the Doubletree Director of Sales Orientation and complete the Customer Focus Selling program before opening as a Doubletree hotel. In case of turnover, a new DOS must complete these trainings within six (6) months of hire. Effective January 1, 2010 2010 GLOBAL OPERATING STANDARDS 107
- CONFIDENTIAL - EMPLOYEE TRAINING For use by Doubletree hotels only A hotel’s General Manager must be certified in the required Doubletree General Manager Orientation Training prior to opening a new Brand hotel. Those General Managers assuming positions at existing hotels must be certified in the General Manager Orientation Training, or must be scheduled and paid-in-full for the training with a course completion date scheduled no later than six (6) months after assuming the position. Should a General Manager leave the System for a period of 36 months or more and subsequently return, the General Manager Orientation and any applicable training must be taken again to be re-certified upon returning to the Brand. All Brand employees must be trained to perform their jobs through successful completion of mandatory training activities provided by Hilton Worldwide Learning & Development/Training Team. Similarly, Brand Owners must be required to attend mandatory orientation and training programs, and Brand Conferences. These training activities include, but are not limited to Owner, Manager, and/or Sales Brand Conferences. New employees must complete the following training programs, as indicated: A. ORIENTATION – All employees must complete orientation including viewing the Hilton Worldwide video and the Doubletree Brand video. The Orientation Checklist must be completed and signed within 14 days from the employee’s hire date. B. JOB SKILLS – All line employees must be trained and certified in their assigned job skills using the comprehensive checklist developed for the specific position. Employees must receive a copy of the checklist on their first day in that position. Skills training must be completed, including Engagement Tools training, with the checklist completed, signed and dated, within 45 days of job assignment. C. SERVICE SKILLS – All employees must complete the Deliver the Promise Service Skills Training series, using the provided video and workbook within 60 days of hire. D. HHONORS TRAINING – All managers and front office employees must complete HHonors Program training online (located in OnQ Insider Hilton University) within 45 days of hire, and attend regional training meetings as available. E. Engagement Map Training – The Engagement Map training must be completed by all Managers, Department Heads and Supervisors. Engagement Map training must be complete within 6 months from date of hire. F. Delivering the Brand Promise Map Training – Delivering the Brand Promise Map training provides a broad understanding of our Brand, culture, customers, and vision. This map based training must be complete within 6 months from date of hire for all employees. Completion may be included as part of the Service Skills training (.). Each hotel must maintain a Quality Assurance Resource Binder or electronic version, which will be used to track program certification details and track employee completion. This Binder will be reviewed during Quality Assurance (QA) evaluations to ensure program compliance. All employees must be trained in emergency procedures to include (at a minimum) fire, flood, and evacuation procedures, as well as portable fire extinguisher training. This training is required within 45 days of hire, with recertification twice annually. A minimum of one CPR-trained manager is required per shift. Documentation showing the completed training for each employee must be maintained in Human Resources. General Managers and all Front Office Employees / Managers must complete ”Doubletree Own the Welcome” training, which includes eCheck-in details, within the first 45 days of hire, or before opening/converting to a Doubletree hotel. Effective January 1, 2010 2010 GLOBAL OPERATING STANDARDS 108
- CONFIDENTIAL - EMPLOYEE TRAINING For use by Doubletree hotels only OnQ PROPERTY MANAGEMENT (PM) SYSTEM. OnQ software contains an online, self-paced training function. Managers and employees will use this package to become proficient with OnQ functions. Hotel management is responsible for ensuring that all employees and managers who have responsibilities related to OnQ have been completely trained. Further, the Revenue Manager and one other person at each hotel must complete the Rate and Inventory (R&I) training program and gain certification. Prior to the hotel’s opening and/or conversion to the OnQ system, HHI (Hilton Hotels Implementation) will verify that OnQ training has been successfully completed. The General Manager must individually achieve a minimum score of 80 percent on the certification test/trial run. For hotels over 300 rooms/suites, the General Manager may assign a systems manager to meet this requirement. The remainder of the staff (front office managers, front desk, night audit, housekeeping, management and reservations staff) must achieve a minimum score of 80 percent for each department on the certification test/trial run. Hotels must have a minimum of six (6) people certified on OnQ in addition to the General Manager. If a hotel has more than the minimum number of employees, all employees must be tested. The senior Sales Manager at each hotel must be trained on OnQ Insider and have direct access to an OnQ terminal, with access to all OnQ components. After the hotel’s opening/conversion, the General Manager is responsible for maintaining the staff’s proficiency in OnQ PM and R&I (or other Brand approved property management system). General Managers and all employees assuming a management position must successfully complete certification on the OnQ PM computer-based training within 30 days. All front desk, night audit, and reservations employees must successfully complete certification on the OnQ PM within 10 days of hire. New employees in housekeeping and maintenance who use OnQ PM in their daily duties must complete training within 30 days of hire. Certificates of completion must be maintained for all current employees and will be verified during a Quality Assurance Audit. NOTE: all requirements in this Standard require OnQ PM or another Brand approved property management system. Each hotel must have a dedicated hotel-specific Director of Revenue Management or Revenue Manager. OnQ training requirements for employees in Revenue Management positions are as follows: A. Within 60 days of hire or promotion to the position, the Director of Revenue Management (DRM) or Revenue Manager must successfully complete OnQ Revenue Management (OnQ RM) certification (or applicable Revenue Management System certification for hotels without OnQ Technology). For hotels not participating in the Consolidated Revenue Management Center, a minimum of one (1) additional person at the hotel must be certified to assist in the DRM’s absence. B. Within 21 days of hire or promotion to the position, the DRM or Revenue Manager must successfully complete OnQ Forecast Management (OnQ FM) certification via Doubletree’s web-based tool (or applicable Forecast Management System certification for hotels without OnQ Technology). For hotels not participating in the Consolidated Revenue Management Center, one (1) additional employee must also take the full training class and demonstrate the ability to perform essential functions within OnQ FM (or applicable system for hotel without OnQ Tehcnology). C. Within 14 days of hire or promotion to the position, the DRM or Revenue Manager must successfully complete the required sections of OnQ Property Management (OnQ PM) and OnQ Rate and Inventory (OnQ R&I). For hotels not participating in the Consolidated Revenue Management Center, one (1) additional employee must also take the full training class and demonstrate the ability to perform essential functions within OnQ R&I. D. Management company Regional Directors of Revenue Management will be considered by the Brand as exempted from these OnQ training requirements unless they perform day-to-day functions at a hotel. Effective January 1, 2010 2010 GLOBAL OPERATING STANDARDS 109
- CONFIDENTIAL - EMPLOYEE TRAINING For use by Doubletree hotels only E. Hotels without OnQ Technology must complete OnQ Rate and Inventory (OnQ R&I) within 14 days of hire and all applicable training on their approved revenue management system (. IDeaS) as specified by the Brand within 30 days of hire. At a minimum, at least one (1) manager or director (HR Director or designated trainer) must complete the Brand’s “Train the Trainer” class. This training must be completed within 90 days of opening for new or conversion hotels, and within 60 days of hire or promotion if the current “Train the Trainer” position changes. eSALES TRAINING Directors of Sales and Directors of Revenue Management / Revenue Manager must be eSales certified on e-Events, Personalized Group Web Pages (POGs), .!, OnQ Sales - Meeting Inventory, Guest List Manager, and eAdvantage within 90 days of hire. The eSales training is located on OnQ Hilton University. Select the appropriate eSales Curriculum based on the hotel's Sales System. Completion of the entire curriculum will result in one eSales Certification per person as outlined above. Certificates of successful completion of the training must be maintained at the hotel. All employees must be trained according to applicable laws concerning fire, food and employee safety, and disability awareness. Effective January 1, 2010 2010 GLOBAL OPERATING STANDARDS 110
11 FOOD & BEVERAGE EXPERIENCE GENERAL RULES OF OPERATIONS RESTAURANT DOUBLETREE BREAKFAST IN ROOM DINING BEVERAGE SERVICE “TO GO” SERVICE CONFIDENTIAL- for use by Doubletree hotels only Questions regarding the contents of this Manual may be directed to the following address: DOUBLETREE HOTELS Attn: Brand Standards Department 7930 Jones Branch Drive McLean, VA 22102 (703) 883-1000 Effective January 1, 2010 2010 GLOBAL OPERATING STANDARDS 111
- CONFIDENTIAL - FOOD & BEVERAGE EXPERIENCE For use by Doubletree hotels only GENERAL RULES OF OPERATIONS Restaurant concepts within the System must offer product quality and service consistent with other features of our hotels. The standards of execution outlined are intended to frame minimum benchmarks of quality, variety, and service expected from an upscale hotel. Local hotel leaders are encouraged to build (using these Standards as a foundation) a total restaurant concept and theme that best serves the individual marketplace, while reinforcing The Brand’s positioning of superior value and total guest satisfaction. Each hotel must offer first class food and beverage outlets including the following: Restaurant, Lounge, In Room dining and Catering facilities. Whether the outlet is managed or leased, service and product quality as well as physical upkeep must be assured by the hotel Owner. Except for pool service, children’s service, and “To Go” items, all food must be served on china. All beverages must be served with glass or ceramic containers. Stainless or silver plated flatware and linen napkins are required. All china, glassware, flatware, and linens used in a given outlet or for a catered event must be of high quality, in excellent condition, and of the same pattern and color. Cutlery must be adjusted after order is taken as needed (., when grilled meats are ordered, a steak knife must be presented; when soups are ordered, a soup spoon must be presented; when Asian dishes are ordered, Chinese spoons and/or chopsticks must be presented). Linen napkins must be used in all restaurants, in room dining and banquet meals. All beverages will be served in glass or ceramic containers. Reservations for any meal period from in-house guests must be accepted by full service food outlets. In-house guests must be given preferential treatment for holiday buffets, where large public demand is expected. All food and beverage outlets within the hotel must accept all forms of credit cards offered by hotel guests as required elsewhere in these Standards. Menu items must be selected with preparation times as a consideration. At lunch it is critical that all menu items can be prepared and delivered in less than 20 minutes for the Restaurant and 25 minutes for In Room Dining. Professionally designed and printed collateral merchandising materials (such as table tents or lobby displays) shall be used to promote food and beverage outlets in tasteful ways without distracting from the overall look and feel of the hotel and hotel room. Additionally, all restaurant and in room dining menus must be available in a format that complies with ADA or local Disability recommendations (. Braille or on audio tape). Elevator posters and advertising must be of professional quality, framed, and size may not exceed 16” x 22”. Posters may not feature promotions other than Brand-wide promotions. All posters and advertising (maximum of two per elevator) must be submitted to Brand Marketing for Brand approval. Food & Beverage operations are required to merchandise system-wide food and beverage promotional entrées/selections. Entertainment offered by food or beverage outlets must be of style, content, and appearance not offensive or disruptive to families or other patrons. Equipment used for buffet service must be in excellent condition with no evidence of tarnish, stains, cracks, or discoloration. Appropriate smallware designed for customer presentation must be used for display and service. Commercial kitchen service, preparation, and storage utensils/containers are not permitted for use on catered or dining room buffets/salad bars. All food and beverage outlets in the hotel, including leased outlets, must comply with local health codes and alcohol regulations. Standards for food handling and sanitation as outlined in the National Restaurant Association’s Applied Food Sanitation publication or applicable food sanitation / safety / hygiene laws and regulations must be consistently maintained. Effective January 1, 2010 2010 GLOBAL OPERATING STANDARDS 112
- CONFIDENTIAL - FOOD & BEVERAGE EXPERIENCE For use by Doubletree hotels only A system of food and beverage storage that assures product freshness and proper rotation must be established and used. Additionally, the following food storage and sanitation practices are to be followed. The Quality Assurance Auditor will perform a kitchen inspection as part of the bi-annual evaluation. HUKI and EU Regions will be required to apply to the Hazard Analysis Critical Control Points (HACCP). A. Food Storage 1. All hot foods being held on a steam table must be kept at 140° F/63° C or higher; cold items must be kept at 40° F/° C or lower. 2. All refrigerators and freezers must have a working thermometer on the inside and the outside of the unit. 3. All chemicals and cleaning agents must be clearly labeled and stored away from food-related products. 4. All foods, cooked and raw, must be stored in a manner to prevent the possibility of cross contamination. 5. All food products must be stored on shelves at least six inches (6") off the floor. 6. All food products must be dated, labeled, and rotated. B. Sanitation 1. Each hand sink must have liquid antibacterial soap, paper hand towels, and a trash receptacle. 2. Dishwashers must have an operable thermometer; temperatures should be a minimum of 140° F/60° C for the wash cycle and 180° F / 82° C for the final rinse cycle. 3. All kitchen personnel must wear hairnets or hats. 4. Each food prep/cutting board area should have a surface sanitation bucket (or spray bottle) within six feet (6’) of the preparation area. 5. The following periodic maintenance must be performed and documentation maintained for 18 months: a. Bi-annual hood cleaning b. Monthly pest control treatment c. Bi-annual Ansul system testing d. The level of cleanliness in the kitchen area will be evaluated to ensure compliance with hotel standards. FOOD SAFETY & SANITATION AUDIT PROGRAM (NAM, CSACRB Regions Only) USA Region: All hotels must participate in the ECOSURE food safety and sanitation audit program. CAN, MEX, CSACRB Regions: It is recommended that hotels participate in the ECOSURE food safety and sanitation audit program. The minimum standards for food grades used in food and beverage outlets are as follows: A. All food and beverage products must be purchased from companies that are certified and fully compliant with local government laws. B. Where possible, all food and beverage products purchased must be of the highest governmental / federal grading, rating or specification. Effective January 1, 2010 2010 GLOBAL OPERATING STANDARDS 113
- CONFIDENTIAL - FOOD & BEVERAGE EXPERIENCE For use by Doubletree hotels only USA Region Only All meat, poultry, and frozen fish/seafood must be purchased from companies that produce products under the guideline of the . Department of Agriculture (USDA). All meat and poultry products and/or containers must be identified by a federal inspection stamp USDA Grade A. Dairy products including but not limited to milk, cheese, eggs, and butter must meet USDA standard quality requirements for . Grade A. Frozen produce must meet USDA Grade B or better. All Food handlers must have documentation of training for proper sanitation and food handling techniques in accordance with local and state laws. All Food & Beverage employees must be properly uniformed and wear a Brand nametag at all times. All Food & Beverage employees must complete the required Doubletree Hotels training programs. All Food & Beverage outlets must comply with local Smoking / Non Smoking laws. Notification of non smoking sections is required. RESTAURANT HOURS OF OPERATION The Restaurant must be open to serve breakfast, lunch, and dinner. The minimum operating hours are: breakfast service from 6:00 . (7:00 . on weekends) until 10:00 .; lunch service from 11:30 . until 1:30 .; dinner service from 5:00 . until 10:00 . AP, HUKI and EU Regions Minimum hours of operation for breakfast service are from 7:00 . until 10:00 . weekdays and 7:00 . until 11:00 . weekends. Dinner service must be provided from 6:00 . until 10:00 . minimum. The restaurant entrance must have a professionally produced sign with the name of the restaurant and a sign stating the hours of operation. A professionally printed menu must be available for review. Sanitized high chairs with harness restraints and booster seats must be readily available to families upon request. Menu selections for each meal must include sufficient variety to meet the dietary needs of the hotel’s broad clientele. Include healthful menu selections such as vegetable items. Menu guidelines follow: A. A minimum of four (4) Children’s menu items must be offered. The template to build the children’s menu for the restaurant can be found on the DOT (Doubletree Online Toolkit). Hotels must use this template or similar interactive children’s menu. B. All restaurant menus must include one or more menu item from the following categories: appetizers, soups, salads, entrées/main courses, desserts, and beverages. All three meal restaurant menus must contain the following three (3) standard offerings: sandwich, hamburger, and entrée/main course salad (specialty restaurants exempt). C. Use of “Doubletree Eat Right” program is recommended. If only one restaurant is offered, ambiance must not discourage casual attire. Restaurants must use linen tablecloths or have tables with decorative top surfaces. A decorative table appointment such as (but not limited in scope to) fresh cut flowers in a vase must be present during service hours. Effective January 1, 2010 2010 GLOBAL OPERATING STANDARDS 114
- CONFIDENTIAL - FOOD & BEVERAGE EXPERIENCE For use by Doubletree hotels only A wine list must be made available to guests. It must contain a minimum of two (2) by-the-glass offerings for white wine and red wine (total of 4). Of the two (2) offerings, one must be a varietal wine (. Chardonnay, Sauvignon). If the restaurant is outsourced to a third-party operator, the restaurant must comply with all physical, cleanliness and service standards and is subject to periodic QA inspection. The hotel is responsible for ensuring compliance. Non-compliance with Brand Standards by a third-party operator will be treated by the Brand as if the non-compliance were by Owner. DOUBLETREE BREAKFAST All Hotels are required to feature the Doubletree Breakfast Buffet and follow the service Standards below. The Welcome In many cases, the Restaurant Greeting is a first opportunity to “start the day out right” for our guests. During peak hours, a dedicated host/hostess must be available. A. All guests will be greeted within 30 seconds of their arrival with eye contact, a genuine smile, and a friendly “Good Morning, welcome to the (name of hotel restaurant).” B. Whenever possible, the host/hostess should utilize the guest(s) name(s). C. The host/hostess should escort guests to their tables offering assistance with coats, luggage, chairs, etc. Any special needs must be addressed; such as high chairs, quiet areas of the restaurant for meetings, etc. D. The host/hostess should ask, “Have you experienced our Doubletree Breakfast?” The host/hostess should use this question to briefly explain the buffet and the great variety of food items and the specialties of the day. E. The host/hostess should explain the beverage service, “Fresh juice will be served at your table followed by your choice of hot beverage.” F. Introduce the server and wish the guest an enjoyable breakfast. G. Complimentary newspapers must be available upon request. H. The host/hostess should make sure the “Welcome to Doubletree Breakfast” sign is in place prior to meal service. Pouring Orange Juice A. The server will approach the table with fresh orange juice. Orange juice will be offered to guests within two (2) minutes of being seated. B. The server will ask guests if they would like a hot beverage like fresh coffee or tea. C. While offering orange juice, the server should also inform the guests of the additional juice choices available on the buffet and explain the great variety of food offerings and local specialty items available. D. The approved glassware (minimum 7oz. glass) will be preset on all tables prior to breakfast. Hot Beverage Service A. Hot beverages must be served within four (4) minutes of the order being taken. B. The Doubletree Breakfast Coffee Mugs will be preset on all tables (NAM Region only). C. If coffee is ordered, the first cup should be poured and the pot should be left behind so guests can pour their refills (AP Region: the first cup should be poured and the cup refilled throughout the breakfast as needed). Coffee pots should always be preheated with hot water. D. If tea is ordered, the guest should be asked what type of tea is preferred, and the tea should be served in a tea pot. Effective January 1, 2010 2010 GLOBAL OPERATING STANDARDS 115
- CONFIDENTIAL - FOOD & BEVERAGE EXPERIENCE For use by Doubletree hotels only Table Service A. The server must address the guest by name whenever possible. B. The server should ensure the guests’ satisfaction with the buffet offerings by asking, “Did you find everything you would like on the buffet?” “Is there anything else I may provide for you?” C. If guests would like to order off the A la Carte menu, they should be informed of the approximate time for preparation and delivery. D. Servers should inquire about diners’ satisfaction with breakfast within two (2) minutes of the food being served. E. Servers should check the coffee pot and inquire with the guests for needed refill. F. Empty plates, sugar wrappers, should be cleared throughout the breakfast service. G. Replace flatware as needed. H. Because guests often have time constraints in the morning, it is important that the guest check be placed on the table prior to completion of the meal with an explanation of how to handle the charges. Thank You and Invitation to Return Breakfast is often the only meal enjoyed by our guests at the hotel. The “Thank You” should be genuine and followed by an invitation to return, such as “Thank you and have a great day, we hope to see you back soon!” A warm good-bye goes a long way towards a lasting impression. The Buffet A. It is the responsibility of the Executive Chef and Restaurant Management to decide who “owns” the buffet. B. Food items must be kept at the correct temperature according to applicable food sanitation/safety/hygiene laws and regulations. EU & HUKI Hotels will be required to apply to the HACCP Standards. C. It is important that the buffet looks inviting and appetizing during the entire meal period. D. Food presentation must be: inviting, attractive, fresh, and offer great variety. The culinary team should always consider shapes, sizes, and colors when creating food displays and presentations. E. The food must be presented in small servings, to be replenished when 3/4 empty or before, and should never be allowed to run out. F. The buffet must be ready a minimum of 10 minutes before the opening of the buffet. G. All hot food should be labeled with the Doubletree Breakfast Labels and the appropriate Doubletree Breakfast Banner. Signage should identify the food stations. H. The buffet must be fully stocked with plates, bowls, and glassware throughout the entire meal period. For sanitation purposes, a sign must be present informing guests to use a new plate each time they return to the buffet (check local ordinances for proper verbiage and requirements). I. The serving utensils must be of “service quality”, not “kitchen quality”, and must be changed regularly and consistently. J. Place serving utensils on the approved holders only. K. The Doubletree Food to Go containers should be available for guests upon request (NAM Region Only). L. Make sure the “best before dates” are checked on a daily basis to ensure quality. Effective January 1, 2010 2010 GLOBAL OPERATING STANDARDS 116
- CONFIDENTIAL - FOOD & BEVERAGE EXPERIENCE For use by Doubletree hotels only M. NAM and CSACRB Regions Only. When the hotel occupancy is at 20% or below (or the forecasted breakfast covers are 50 or below), the hotel may choose to offer the full continental or cold portion of the buffet, and prepare the hot items of the buffet cooked-to-order. Doubletree Breakfast Minimum Standard A. Fresh Fruit and Juices 1. Fresh Juices (Minimum 4): Fresh Orange Juice not from concentrate ‘with pulp’ offered tableside by server. Choice of two (2) additional fruit juices; and one (1) vegetable juice 2. Fresh Cubed/Sliced Fruit (Minimum 3) 3. Fresh Whole Fruit (Minimum 3) 4. Dried Fruit (Minimum 2) B. Cereals (Minimum 5 Cold and 1 Hot Cereal) 1. Granola or Mueslix 2. Bran Cereal (. Raisin Bran, All Bran) 3. Non Sweetened Options: (. Special K) 4. Kid’s Cereal (preferably with limited sugar ., Gorilla Munch Crunch) 5. Local Choice (. Kashi Heart to Heart) 6. Hot Cereal: Oatmeal / Grits, to be accompanied by sealed portion butter, raisins, brown sugar (NAM and CSACRB Regions Only) C. Breads and Pastries (Minimum 9) 1. Assorted Muffins (Minimum 2; one must be low fat) 2. Assorted Pastries (Minimum 1) 3. Croissants (Minimum 1) 4. Assorted Bagels (Minimum 2): NAM Region Only a. Plain b. Specialty Bagel (. Cinnamon Raisin; Local Favorites) 5. Assorted Breads (Minimum 3): a. Sliced Wheat or Multigrain b. Sliced White c. English Muffins 6. A toaster and appropriate condiments to include: a. Sealed portion butter b. Assorted fruit jams (Minimum 2, one must be a diet or low sugar red fruit jam) c. Cream cheese NOTE: Peanut butter must be available upon request. D. Hot Entrees (Minimum 5) 1. Scrambled Eggs 2. Breakfast Meats (Minimum 2): a. Bacon (18/22 per lb count minimum) b. Option 2: Sausage (minimum 1 oz); Ham; Local Favorites Effective January 1, 2010 2010 GLOBAL OPERATING STANDARDS 117
- CONFIDENTIAL - FOOD & BEVERAGE EXPERIENCE For use by Doubletree hotels only 3. Breakfast Potatoes (crisp) or Local Favorite 4. Rotating Item: Pancakes; French Toast; Waffles; Croissant Bread Pudding; Local Favorites 5. Appropriate condiments: a. Maple flavored syrup (required with Pancakes, French Toast and Waffles) **Dietetic syrup must be available upon request. b. Ketchup, Tabasco, Mustard, HP Sauce, Regional/Local favorites E. Milk (Minimum 2): 1. Whole or 2% 2. Skim NOTE: Flavored and Lactose Free (., soy milk) should be available upon request. F. Yogurt (Minimum 2): Minimum 4 oz., Branded, low fat recommended. 1. Plain 2. Fruit Flavored G. Cold-Cut / Cheese Display (Optional based on market): 1. Assortment of sliced cheeses (., Cheddar, American, Local Favorites) 2. Assortment of sliced cured & fresh meats (recommended) 3. Assortment of sliced vegetables (., Tomatoes, Onions, Local Favorites) 4. Smoked Salmon with appropriate condiments (., Sliced Red Onion, Sliced Tomato, Sliced Boiled Eggs, Sliced Cucumber, Horseradish Sauce) H. Cooked-to-Order Action Station with Uniformed Chef (Recommended) 1. Omelets Cooked-to-Order with (Minimum of 8 ingredients): Cheese (2 types), Ham, Bacon, Sausage, Onions, Chorizo, Broccoli, Canadian Bacon, Spinach, Salsa, Mushrooms, Avocado, Tomatoes, Jalapenos, Peppers, Baby Shrimp, Local Favorites. 2. Eggs Fried-to-Order NOTE: Egg substitute (., Egg Beaters) and egg whites must be available. NOTE: If an action station is unavailable, hotel must make available eggs cooked-to-order, omelets, etc. through the server and at no additional cost. Buffet A Breakfast Buffet is required for all hotels. The Doubletree Design & Construction Manual features recommended designs, including size and equipment, for hotels that are renovating, under construction or converting. For those hotels that do not have a permanent built-in buffet, the buffet tables must be of restaurant service quality with the appropriate food serving surfaces. Draped and skirted banquet tables are not accepted. Hours of Operation At a minimum the Doubletree Breakfast buffet must be available for a three-hour period from 7:00 . to 10:00 . Hours may vary based on the hotel’s location, and mix of business, and must be carefully considered. On weekends and at resort locations, hotels are encouraged to offer the buffet until 11:00 . Table Setup minimum standards: A. Doubletree Breakfast Mug (these logoed mugs should be utilized ONLY for the breakfast hours) (NAM Region only) Effective January 1, 2010 2010 GLOBAL OPERATING STANDARDS 118
- CONFIDENTIAL - FOOD & BEVERAGE EXPERIENCE For use by Doubletree hotels only B. Orange Juice Glass (minimum 7oz glass) C. Cutlery to include a minimum of a knife, fork, teaspoon and linen or high quality paper napkin D. Caddy with sugar and at least one artificial sweetener E. Salt and pepper shakers Signage Warm, bright inviting signage is a key element of the Doubletree Breakfast. The Entrance Banner featuring the “Good Morning Welcome to Doubletree Breakfast” message is required for all hotels. This must be placed at the entrance to the restaurant. Individual Item Signs are required for all hot entrees, hot oatmeal or grits, and warm syrup. Station Signs must identify the various food stations featured on the buffet. All hotels must feature a minimum of five (5) of the following stations: Breakfast Pastries, Seasonal Fruit, Assorted Juices, Hot Entrees, Dairy, and Cereals. Eggs Made-to-Order, Deli Meats, and Breads are optional based on the items on the buffet and the space available. We encourage hotels to place station signs at appropriate elevations. Omelet Station Signage is optional for those hotels that feature a “cooked to order” station. Equipment: Minimum Standards A. The Doubletree Breakfast Mug is required for all hotels. A dishwasher rack sized to fit the Mug is identified on the web site (NAM Region Only). B. A minimum of three (3) Spring (or similar) 4-quart juice dispensers are required. Drip trays are required. C. Pastry cabinets are required (NAM Region Only). D. A professional front of the house toaster is required. E. Colored ceramic bowls, sized 8” or 10” are recommended to display fresh fruit. The bowls are available in Sun Yellow, Cranberry, Orange, Sapphire, Sun Flower, Amber, or Coral (NAM Region Only). F. Ceramic bain maries, available in Sun Yellow, Cranberry, and Orange, are required to display oatmeal condiments (NAM Region Only). G. A professional grade hot cereal dispenser is required for those hotels that do not have a built-in unit (NAM and CSACRB Regions Only). H. Approved bulk cereal dispensers or professional grade display for individual box cereals is required. I. A professional grade flatware holder for spoons is required. Baskets are not allowed. J. A fresh whole fruit display stand is required. K. Professional grade “front of the house” serving equipment is required. Serving spoons and tongs must be a minimum of 18/8 high polish stainless steel. L. Stainless steel spoon and tong rests for serving utensils are required. M. Glass juice pitchers are highly recommended for tableside service. N. Juice glasses must be a minimum seven (7) ounce glass. O. Tea pots are required for all tea service. P. Stainless steel coffee pots (or better) are required. Plastic swirl pitchers are not allowed. Q. A professional looking display for coffee to go is required for those hotels that do not feature an upgraded coffee service such as “We proudly brew.” The items identified in this section of the web site should be strongly considered for use on morning banquet breaks also. Effective January 1, 2010 2010 GLOBAL OPERATING STANDARDS 119
- CONFIDENTIAL - FOOD & BEVERAGE EXPERIENCE For use by Doubletree hotels only R. Linen lined bus tubs are not allowed. S. In all cases, local health ordinances must be adhered to when deciding on all equipment; including refrigeration requirements, sneeze guards, etc. NOTE: Please see the Doubletree Breakfast Standard posted on OnQ Insider (Doubletree / Food & Beverage / Doubletree Breakfast) for more information including the equipment ordering web site. IN ROOM DINING All hotels must feature the free standing Doubletree In Room Dining and Door Hanger Menus. HOURS OF OPERATION Each hotel must offer first class In Room dining. In Room dining must be operated at a minimum from 6:00 am to 11:00 pm. This is a minimum requirement, and hours of operation should be adjusted to reflect market demand. MEA, AP, CSACRB Regions In Room dining must be available seven days a week, 24-hours a day. MENU Menu selections for each meal period must include a sufficient variety to meet the dietary needs of the hotel’s broad clientele. Menu items must be selected with preparation times as a consideration. A. All hotels must feature the “Doubletree Classic” menu items. In addition, one dessert must feature the Doubletree Chocolate Chip Cookie. “Doubletree Classic” menu items are available on OnQ Insider. B. Hotels may feature items from our Doubletree Eat Right menu. These menu items can be accessed on OnQ Insider through Tools>Applications>Flavors of Hilton. C. Children’s menu items are required. The children’s menu must feature a minimum of four selections. D. In addition to these signature items, the In Room Dining menu must include a minimum of: 1 – Soup 2 - Starter salads 2 - Steak entrées / main courses 2 - Seafood entrées / main courses 1 - Chicken entrée / main course 1 - Pasta entrée / main course 1 - Ice Cream as a choice for dessert EQUIPMENT A. All hotels must utilize a minimum sized 16” x 24” thermo plastic or high quality wood tray that has been professionally designated as an In Room Dining or room service tray. Cocktail rounds and “cafeteria style” trays are not allowed. Hotels may choose to utilize placemats designed with the Brand logo, vinyl or linen placemats. The placemats must be suitably sized for the tray and, if linen is utilized, free of stains and holes. B. When needed, Hotels must utilize professionally dressed in room dining carts for order delivery. Delivery equipment must be such that hot food is delivered hot (. hot boxes).. PILLOW TOP OR DOORKNOB MENU All hotels must utilize the Brand approved Pillow Top or Doorknob Menu. The Pillow Top/Doorknob Menu should be placed on the pillow closest to the door. Effective January 1, 2010 2010 GLOBAL OPERATING STANDARDS 120
- CONFIDENTIAL - FOOD & BEVERAGE EXPERIENCE For use by Doubletree hotels only Order Taking A. The telephone should be answered within three (3) rings. The use of answering machines during normal operations is prohibited. A written service protocol must be in place to address the professional handling of In Room Dining calls. B. The greeting should be welcoming and identify the department with your name. “Thank you for calling In Room Dining, this is (your name) at your service.” C. Use the guest’s name (identified on the phone) at least twice. D. If the guest must be placed on hold; he/she should be asked if he/she may be placed on hold. A guest should not be on hold for more than 30 seconds without an offer to call the guest back. E. Use the CARE principles, speaking clearly and friendly utilizing “thank you”, “please”, “certainly”,” my pleasure”. F. Confirm the number of people who will be dining. G. Be knowledgeable about the menu; ingredients, preparation, portion size, and daily specials. Be knowledgeable about the other outlets and services in the hotel. Be able to answer questions about hours of operation, location and features. H. Clarify temperatures/doneness of meats, desired condiments, and sides with the guest. I. Enhance the dining experience utilizing suggestive selling; offer appetizers, sides, desserts, beverages, daily specials, etc. J. Repeat the order back to the guest to ensure accuracy. K. Inform the guest about the anticipated time for delivery. As a recommendation to ensure the quality of the guest experience; breakfast and lunch delivery time should not exceed 25 minutes, and dinner should not exceed 30 minutes. L. Thank the guest for calling In Room Dining utilizing the guest’s name and wish them an enjoyable meal. Order Delivery: A. The order should be delivered within five (5) minutes of the quoted time. If there is a delay the guest must be informed and an apology offered. B. Prior to proceeding to the room, a final inspection of the order should be made to confirm the proper equipment, condiments, correct food and presentation. All entrées/main courses must have a clean plate cover that fits correctly. Stainless steel covers must be utilized for hot entrées/main courses. Clear acrylic plate covers are permitted for cold entrées/main courses. All beverage glasses must be securely capped. If plastic is used, it must be removed prior to service. C. Knock on the door and identify yourself as “In Room Dining”. If there is a Do Not Disturb sign on the door, use the house phone to call the guest prior to knocking. As an extra service and for additional security, we encourage calling guests prior to delivery. D. Utilize the guest’s name. E. Use the CARE principles, speaking clearly and friendly, utilizing “thank you”, “please”, “certainly”, “my pleasure”. F. Inquire about the desired placement of the meal (desk, coffee table, etc.) For orders of two or more or when requested by our guests; an in room dining table should be offered, professionally set with table cloth, place settings, salt and pepper, floral arrangement, etc. G. As the meal is being placed in the appropriate area, confirm the order, preparation temperature, condiments, etc., ., “We have prepared a medium rare filet mignon …” Effective January 1, 2010 2010 GLOBAL OPERATING STANDARDS 121
- CONFIDENTIAL - FOOD & BEVERAGE EXPERIENCE For use by Doubletree hotels only H. All plate covers and plastic wrap should be removed. To preserve the quality of the food, the use of plastic wrap should be minimized. The entrée/main course should never be wrapped in plastic. I. Offer to pour the first glass of wine or coffee. J. Be sure to inquire about the initial satisfaction, “Has everything been prepared to your satisfaction?” K. The check should be presented for signature or payment. The check presenter should be clean and well maintained. If an automatic gratuity is included, it should be easily identified on the check. L. The pick up procedures for the tray should be explained, and the Brand approved card identifying the procedures should be on the tray. M. Thank the guest for choosing In Room Dining and wish the guest an enjoyable meal. N. Anticipate the guest’s needs; where applicable bring in the newspaper, offer to adjust the TV, offer to remove existing dishes. O. A hot box must be utilized when delivering hot food. The hot box must be clean and in good condition. P. First impressions count. In-room servers must wear the proper uniform, including name tag. Uniforms are to be neat and clean and proper grooming standards must be adhered to. Q. The tray needs to be picked up within two (2) hours of it being placed outside the room. If the guest calls down for a pickup, the tray needs to be removed within fifteen minutes. An overnight log must be in place and kept for a minimum of 30 days. Tray Setup / Food Quality: A. The tray should be a minimum of 16” x 24”, linen-lined, or utilizing Brand approved vinyl or logoed place mats. The tray must be made of high quality wood or thermo plastic (cocktail trays are not permitted). The tray and cart must be in excellent condition and free from stains. Linen must be free of holes and stains. Remember to check the legs of the cart also. B. Condiments must be served clean and full. Salt and pepper shakers shall be ceramic or glass. Sugar and substitutes shall be individually portioned and served in a caddy with the logo facing front in the same direction. Condiments (ketchup, mustard, mayonnaise) shall be individually portioned in glass, or plastic wrap-covered china/glass ramekins. Ensure that all appropriate condiments are served. C. Soft drinks and beer shall be served in a bottle or can with the appropriate glassware and ice. For quality reasons, fountain beverages are not permitted. D. Flatware should be rolled in a linen napkin and contain at a minimum two (2) forks, a knife, and a teaspoon per person. Provide one flatware set per person. A steak knife shall be served with meats and a soup spoon shall be served with soup or cereal. E. China, Glassware, and Flatware must be used (with the exception of outdoor/pool deliveries). F. Ice water shall be served unless prohibited under local ordinances (NAM Region Only). Hotels are encouraged to sell bottled water in lieu of ice water. G. When wine is ordered, the server should offer to uncork the wine (using a professional grade corkscrew) and pour the first glass. When coffee is ordered, a thermal pot must be used and the server should offer to pour the first cup. H. Ice buckets will be utilized for service of beer, white / blush wines and sparkling wine. The ice bucket must be made of professional quality stainless steel, silver, glass, or plastic and cannot be made of paper or cardboard. I. The Brand approved tray removal card must be placed on the tray. J. Food, as served, must meet the description of the menu and as explained by the order taker. K. Food must be attractively presented and flavorful. Effective January 1, 2010 2010 GLOBAL OPERATING STANDARDS 122
- CONFIDENTIAL - FOOD & BEVERAGE EXPERIENCE For use by Doubletree hotels only BEVERAGE SERVICE All hotels must operate a lounge to serve liquor, beer, and wine. If local ordinances restrict or prohibit the sale of alcohol, the hotel must obtain a waiver from the Brand for variance from this Standard. All hotels must provide cocktail / beverage services between the hours of 5:00 . and 11:00 . seven (7) days a week. This is a minimum requirement and hours of operation should be adjusted to reflect market demand. Hours of operation must always conform to local statutory closing and regulated times. Bar set-up must include: • 2 domestic brand bottled beers • 1 import brand bottled beer • 2 bottled light beers (where available) • 1 brand non-alcoholic bottled beer • Red, and white wine by the glass (minimum of 2 each) • 1 Chardonnay by the bottle • 1 Cabernet by the bottle • 1 Merlot by the bottle • Soft drinks and water • Complimentary dry snacks • Appetizers The above bar beverages must be available in the restaurant during lunch and dinner hours. All drinks must be served in glassware. The only exceptions are drinks served outdoors or that are to be consumed outside the lounge area. Logoed cocktail napkins must be used (and logoed matches provided if requested). A controlled measuring device must be used by all bartenders when pouring alcoholic cocktails (., jigger, shot glass, posi-pourer, etc.). All Bar Service employees must be properly uniformed and wear a Brand nametag at all times. All Bar Service employees must complete the required Doubletree Hotels training programs. All Employees/persons serving alcohol must have proper state/provincial and local certification as prescribed by law. Local laws and restrictions regarding the serving of alcohol must be adhered to at all times. "TO GO" SERVICE NAM Region Only (Standard under review for all other regions) Each Hotel must utilize the Brand approved TO GO packaging. Items can be ordered through OnQ Insider at Brands / Doubletree / Order Forms. The TO GO Bag is not a requirement. Effective January 1, 2010 2010 GLOBAL OPERATING STANDARDS 123
12 TECHNOLOGY EXPERIENCE PUBLIC AREA TELEPHONES TELEPHONE SERVICE VENDORS TELEPHONE PRICING INFORMATION TELECOMMUNICATIONS ACCESS (USA & CAN REGIONS ONLY) GUESTROOM TELEPHONES VOICE TELECOMMUNICATIONS HARDWARE CALL ACCOUNTING SYSTEM NETWORK ACCESS THIRD PARTY COMPUTER EQUIPMENT & SOFTWARE HOTEL TECHNOLOGY INFORMATION SECURITY STANDARDS HIGH SPEED INTERNET ACCESS (“HSIA”) SERVICE GENERAL RULES OF OPERATIONS CONFIDENTIAL- for use by Doubletree hotels only Questions regarding the contents of this Manual may be directed to the following address: DOUBLETREE HOTELS Attn: Brand Standards Department 7930 Jones Branch Drive McLean, VA 22102 (703) 883-1000 Effective January 1, 2010 2010 GLOBAL OPERATING STANDARDS 124
- CONFIDENTIAL - TECHNOLOGY EXPERIENCE For use by Doubletree hotels only PUBLIC AREA TELEPHONES GENERAL AREAS A. Fitness centers must have a house telephone. B. Swimming pool area must be equipped with an emergency house telephone that will ring to the front desk or PBX. Local laws may require that the pool phone ring directly to or allow to dial emergency services (. 911 for USA Hotels). If this is required, a phone system that simultaneously notifies the front desk of the outgoing direct call must be provided. C. All elevators must be equipped with an emergency house telephone that will ring to the front desk or PBX, or a recessed intercom connected to a constantly monitored location. D. Elevator Lobbies on each floor must have a house telephone which must be restricted from dialing directly to guestrooms. If the telephone does not automatically ring to the operator, a notice must be posted at the house phone stating that guestrooms may not be dialed from that phone and providing instructions on how to reach the hotel operator. E. Follow hotel's local requirements (including accessibility requirements) for pay phones in the lobby. NOTE: Refer to Brand Design & Construction Manual for additional requirements. TELEPHONE SERVICE VENDORS (USA Region Only) AT&T is the recommended Long Distance (1+) service provider. AT&T offers the hotels the best pricing, quality, and service. Network PTS is Brand’s preferred 0+ service provider, offering commissions on all 0+ calls. For assistance, please contact Network PTS – (888) 420-6700 TELEPHONE PRICING INFORMATION TELEPHONE DIALING RATES In order to provide fair and consistent pricing of telephone calls throughout the System, the following guidelines are recommended for pricing of all telephone calls placed by guests from guestrooms or guestroom floor lounges. The use of International Multi-Lingual Operator Services is not allowed without prior Brand Management approval through the waiver process. USA Region: The Brand telephone pricing plan includes charges for long holding times on local; 800/888/8xx; 0+; 1010xxx 0+; and 950 calls. A charge of $.10 per minute is placed on these types of calls that last more than 60 minutes. There are some call accounting systems in place in hotels that will not easily be able to implement a pricing element like this. Please consult the hotel's call accounting vendor first. To comply with Federal regulations, the $.10 per minute after 60 minutes rate should be applied to all of these call types (800; 0+; 1010xxx 0+; 950) to achieve parity in the cost to a guest to access the various telephone companies’ operator services. CAN, MEX, HUKI, MEA, AP, EU or CSACRB Regions: All telephone calls placed by guests from guestroom or meeting room telephones may be charged at the hotel’s discretion, provided that the hotel maintains maximum pricing integrity in its local market. Effective January 1, 2010 2010 GLOBAL OPERATING STANDARDS 125
- CONFIDENTIAL - TECHNOLOGY EXPERIENCE For use by Doubletree hotels only DIALING INFORMATION AND RATES. USA Region: Federal and State regulations require that hotels post proper in-room "Dialing Information and Rates" at each telephone. All Other Regions: A telephone dialing information rate card must be placed by each telephone where required by applicable law. The Telephone Dialing Information Rate Card must contain the following information. A. DIALING RATES 1. Hotels may not charge for the following phone calls: a. Room-to-Room b. 911 (or emergency calls) 2. For all other phone calls, hotels may not charge more than the amounts listed below (NAM Region only): a. Local: designated local phone call charge + $.10 per min. after 60 min. b. 800/888/8xx Toll Free: no charge under 60 min.; $.10 per min. after 60 min. c. For all calls billed to calling cards, credit cards, collect, and third party, no charge under 60 min.; $.10 per min. after 60 min. d. Long Distance Domestic: AT&T Operator Assisted Rate Less 50% of surcharge e. International: AT&T Operator Assisted Rate f. Directory Assistance: $ for local and $ for long distance B. CARRIER AND COMPLAINT INFORMATION (USA REGION ONLY): 1. All telephone rate cards must contain the hotel’s long distance carrier, local carrier and 0+ provider. 2. All telephone rate cards must contain the following: Direct complaints to the Federal Communications Commission as follows: FCC Enforcement Division CCB Room 6202 Washington, DC 20554 3. All hotels in the States of California and New York must add the following applicable state agency as an alternative agency to place complaints: California Public Utilities Consumer Affairs New York Dept. of Public Service 107 S. Broadway, Room 5109 3 Empire State Plaza Los Angeles, CA 90012 Albany, NY 12223 (800) 649-7570 (800) 342-3377 FACSIMILE TRANSMISSION PRICING Hotels may not charge more than $.50 USD per page for local faxes, $ USD per page for long distance faxes, and $ USD per page for International faxes. CAN, MEX, HUKI, MEA, AP, EU or CSACRB Regions: All fax transmittals placed by guests from guestroom or meeting rooms may be charged at the hotel’s discretion, provided that the hotel maintains maximum pricing integrity in its local market. Procedurally, incoming faxed documents received for guests are to be handled in accordance with the individual hotel’s express mail / overnight mail guidelines. Effective January 1, 2010 2010 GLOBAL OPERATING STANDARDS 126
- CONFIDENTIAL - TECHNOLOGY EXPERIENCE For use by Doubletree hotels only TELECOMMUNICATIONS ACCESS (USA & CAN Regions Only) ACCESS TO OPERATOR SERVICE PROVIDERS. Federal Regulations require that guests be allowed to dial the long distance Operator Service Provider of their choosing. Such access must be allowed by all of the following methods: A. Dial 8 (or 9) + 1010xxxx + 0 the number to access an Operator Service Provider. B. Dial 8 (or 9) + 1 + 8xx the number for Toll Free access to an Operator Service Provider. C. Dial 8 (or 9) + 950-xxxx the number for Local Access to an Operator Service Provider. ACCESS TO NEW AREA CODES / EXCHANGES. PBX software must be regularly updated to allow guests access to new area codes and exchanges (prefixes) covered under the North American Numbering Plan. GUEST ROOM TELEPHONES All guestrooms must provide the capability of voice and data transmission, electronic voicemail, speaker phone at the work desk area, the required pre-programmed speed dial buttons, and guest programmable wake-up service. All guestrooms must have the following telephone configuration: A. One (1) line with two (2) telephones. One telephone must be located by the bed, the other at the work area / desk (for suites, in the parlor). The work area / desk phone (parlor, in a suite) must have speakerphone capability. B. The following speed dial buttons are required on all phones: • CARELINE • Messages • Wake Up • Emergency (displayed with The International Emergency Symbol, a red cross) • In Room Dining The faceplates on guestroom telephones will include both International symbols and written descriptions, in appropriate language(s). For new hotels, or hotels receiving new telephones, the hotel name, address, phone number, fax number and room number must appear on all telephones. Guestroom telephones must be equipped with a "Message Waiting" Light. EMERGENCY speed dial button must be available on the guestroom telephone, displayed with the International Emergency Symbol (a red cross). In addition to the Emergency Symbol, the phone faceplate should state "Dial xx" (xx being the actual emergency number) below the emergency symbol, in the event the emergency speed dial button is inoperable. All hotels must provide customers with an electronic voicemail system. Guests must have access to their messages from their room telephone without having to input "log-in" codes. When away from their room, guests will be directed to the hotel operator for assistance. In the event the hotel operator is required to log into a guest’s mailbox, he or she will use a password that is unique to that guest and/or room, then connect the guest to the voice messages. Guest specific question must be asked to validate identity of guest before providing voicemail messages. For security reasons, passwords are not to be given out to any guest. Effective January 1, 2010 2010 GLOBAL OPERATING STANDARDS 127
- CONFIDENTIAL - TECHNOLOGY EXPERIENCE For use by Doubletree hotels only Instructions for proper use of the voicemail system should be inherent within the voicemail system or clearly posted by the telephone in each room. Guestroom telephones must interface with OnQ PM (or the approved property management system) to provide mailbox open/close at check-in/out. Allow manual activation and deactivation of the message-waiting lamp. In addition to placing wake-up call requests with the hotel operator, guests must be able to access the hotel Wake Up Service utilizing their room telephone to input a request directly. Instructions for proper use of the Wake Up Service must be clearly posted by the telephone in each room, unless instructions are resident in the Wake Up Service system itself. The hotel will audit the Wake Up Service to track and monitor the status of all wake-up calls directly programmed by the guests themselves. The Wake Up Service must be capable of placing a wake-up call to half of all guestrooms within a single 10-minute period, at a minimum. Unanswered wake-up calls must be automatically redialed a second and third time, at five-minute intervals. If a call still is not answered, the Wake Up System must notify the hotel operator, who will take appropriate action, as dictated by hotel security procedures. All new telephones must have a volume boost capability, in order to meet FCC regulations. The Brand recommends both Teledex and Telematrix telephones with the standard faceplate design for Brand consistency. The following is the recommended standard dial plan for guestroom telephones (NAM Region only): • 9 for local • 8 for long distance • For room-to-room dialing, touch 7 + the room number for Line 1 and 6 + the room number for Line 2. For example, Room 100’s Line 1 would be 7100, Line 2 would be 6100. NOTE: Refer to the Brand Voice and Data Wiring Standards on . Effective January 1, 2010 2010 GLOBAL OPERATING STANDARDS 128
- CONFIDENTIAL - TECHNOLOGY EXPERIENCE For use by Doubletree hotels only VOICE TELECOMMUNICATIONS HARDWARE PRIVATE AUTOMATED BRANCH EXCHANGE REQUIREMENTS Each hotel must have a digital Private Automated Branch Exchange (PBX) that provides the following features: A. Interface with OnQ to provide guest name display, mail codes, and phone on/off B. North American Number Plan (NANP) compatible (NAM Region Only) C. Least cost routing/automatic route selection D. Station Message Detail Recording (SMDR) E. Message light waiting notification F. Direct dial access (101XXXXX) G. Call restriction capabilities for fraud prevention H. One (1) PBX extension per room I. Toll-free area code programming J. Ability to connect to a converged network service using internal equipment K. Immediate routing of Emergency calls (., 911 for USA Region) with audible and visual notification of the originating room number during the call at the front desk, preferably at the switchboard console, and the ability to print to a printer L. Refer to Brand Design & Construction Manual for wiring Standards. M. Guest Programmable wake-up calls (with personal message capabilities) via confirmation tones or voice prompts. If confirmation tones are used, instructions must be inherent in the system or available in each room. PRIVATE AUTOMATED BRANCH EXCHANGE (PBX) RECOMMENDATIONS A. VoIP-capable PBX systems must be provided for all new construction hotels or when upgrading PBX system for existing properties. Current contact information for recommended manufacturers may be found at under Suppliers Corner/Electrical/Communications. B. The Brand recommends that each PBX system provide the following features: 1. Console backup or call pick-up capabilities to process calls quickly during busy front desk times 2. Answer supervision function to increase revenues and reduce customer service complaints 3. Customized on-hold, in-queue, and call wake-up announcements for guests 4. Music-on-hold to provide enhanced customer service (required) 5. Ability to implement Automatic Call Distribution (ACD) software for enhanced call distributing and routing in specific hotel services areas (typically In Room Dining or on-sight Reservations areas). ACD functions are not recommended in hotel sales areas. 6. Dedicated telephone line for remote maintenance and diagnostics 7. Battery backup with minimum of two (2) hours if hooked to a generator, four (4) hours if no generator is available 8. All telephones in the hotel must allow users to place Emergency calls (. 911 for USA Region) for access to emergency services. Such systems must also provide simultaneous notification (visible and audible) to a 24-hour staffed location (Security Desk, PBX attendant) indicating from which room or extension an emergency call (., 911 for USA Region) is placed. Effective January 1, 2010 2010 GLOBAL OPERATING STANDARDS 129
- CONFIDENTIAL - TECHNOLOGY EXPERIENCE For use by Doubletree hotels only Emergency call (., 911 for USA Region) capability is to be provided regardless of line restriction status or room status (., Stop Charge, Vacant, etc.). PBX upgrades or installations in new hotels must be capable of Emergency notification (. 911 for USA Region) to either the front desk or Emergency Center. PBX upgrades or installations in new hotels must be Internet Protocol (IP) capable (not enabled) for future proofing properties. IP PBXs are similarly priced to standard TDM machines. CALL ACCOUNTING SYSTEM THE CALL ACCOUNTING SYSTEM MUST PROVIDE THE FOLLOWING FEATURES: A. Interface with OnQ PM (or the approved property management system) for quick and accurate posting of telephone revenue B. Balance telephone revenues with OnQ PM (or approved property management system) audit C. Accurately report taxes collected by taxing authorities D. Compatible with local numbering plan (. North American Number Plan - NANP - for NAM Region) E. Remote dial-up access for rate table and other software changes F. Hotels using billing timers in the call accounting system must have the timer set at a minimum of ten (10) seconds for "Directory Assistance", 25 seconds for "Local", and 45 seconds for "Long Distance" before charges for the telephone call may begin. Billing timers are not required if answer supervision (T1) or answer detection technology is provided in the telephone system or peripheral device. CALL ACCOUNTING SYSTEM RECOMMENDATIONS Current contact information for recommended Call Accounting manufacturers may be found at under Suppliers Corner/Electrical/Communications. RECOMMENDED ADDITIONAL FEATURES FOR CALL ACCOUNTING SYSTEM: A. Partition between guest and administration to ensure that guests are accurately billed and that administrative use can be accurately reported B. Dedicated telephone line for remote maintenance and diagnostics Effective January 1, 2010 2010 GLOBAL OPERATING STANDARDS 130
- CONFIDENTIAL - TECHNOLOGY EXPERIENCE For use by Doubletree hotels only NETWORK ACCESS LOCAL TELEPHONE NETWORK ACCESS Local non-toll telephone charges must be visibly posted to guests. RECOMMENDATIONS FOR NETWORK ACCESS A financial analysis of local T-1 versus individual lines should be performed prior to ordering service to ensure that the highest service level is provided at the lowest possible cost. In many cases, dedicated T-1 service will provide higher revenue with lower access and usage costs. LOCAL TELEPHONE NETWORK ACCESS RECOMMENDATIONS (USA Region Only) Contact Brand Telecommunications at (901) 748-8384 for local service partners in hotel's area. LONG DISTANCE NETWORK ACCESS (USA Region Only) A. Calling card / zero+ telephone calls cannot be billed at a rate exceeding the current AT&T credit card tariffs, and surcharges cannot be applied. B. Long distance carrier name and rates must be provided in each guestroom. The following information must also be provided: what the hotel charges, how to obtain rate information, and name and number of a person to whom a complaint can be directed. C. There must be no charge for toll-free or local network access (800, 888, 8xx) calls for the first 60 minutes. A maximum charge of $.10 can be billed beginning at 61 minutes and thereafter. This charge must be prominently displayed near the telephones. D. There must be no access fee charged for toll-free phone calls under 60 minutes. THIRD-PARTY COMPUTER EQUIPMENT AND SOFTWARE Except in cases where hotel has arranged for support from or via Hilton Worldwide, the Brand will not provide support for any third-party software and/or equipment. Hotels must neither attach nor use third-party equipment and/or interfaces with the OnQ Technology equipment that has not been certified by Brand as meeting the Brand’s specifications. Hotels may not install other third-party, non-OnQ Technology software on equipment that has not been certified by the Brand as being compatible with OnQ. A list of compatible third-party software is available on the OnQ Property Management web site. Failure to follow this Standard will void any maintenance agreement with Hilton Worldwide and cause the hotel to be the sole bearer of any and all repair or replacement expense. For any software application that is approved to be used on the OnQ network, the hotel must have proof of legal licensing for that software application Hotel may not install or connect any third-party network equipment that would allow access to the OnQ network from an outside source. Firewalls and other devices installed on the OnQ network must be certified by the Brand. Ethernet connections are the required standard for OnQ and email capabilities. Effective January 1, 2010 2010 GLOBAL OPERATING STANDARDS 131
- CONFIDENTIAL - TECHNOLOGY EXPERIENCE For use by Doubletree hotels only HOTEL TECHNOLOGY All Owners must purchase and install the required business software system as designated by Brand. Please refer to the Training Section 10 of this manual for all required OnQ Property Management employee training. The hotel front desk must have, at a minimum, the following number of OnQ workstations: Up to 150 guestrooms requires 2 workstations 151 – 250 guestrooms requires 3 workstations 251 – 350 guestrooms requires 4 workstations 351 – 400 guestrooms requires 5 workstations 401 – 500 guestrooms requires 6 workstations 501 – 600 guestrooms requires 7 workstations 601 – 800 guestrooms requires 8 workstations 801 – 900 guestrooms requires 9 workstations 901 – 1,000 guestrooms requires 10 workstations Requirements for hotels with over 1,000 guestrooms will be determined by the Brand. All Owners must utilize hardware for OnQ that is certified and approved by the Brand to run all OnQ Technology and third-party software enhancements. Failure to maintain this Standard could result in: A. Inability to properly install or operate software upgrades enabling participation in Brand-sponsored programs (., HHonors) B. Inability to properly install or operate software upgrades from the Brand or third-party providers that are necessary for maintaining efficient, secure, reliable system operation Technology industry standards recognize that 36 months is the standard life cycle for computer equipment at this time. Most manufacturers offer 36-month warranty coverage based on that life cycle assumption. In addition, companies such as Microsoft and Intel tie their product life cycles to a hardware life cycle assumption. Hotels must anticipate hardware replacements approximately every 36 months. When OnQ-certified replacement equipment or parts for OnQ-certified equipment are no longer manufactured or readily obtainable, the Brand will notify hotels of such circumstances, and that maintenance on such certified equipment will no longer be provided by Hilton Worldwide. In this instance, it is recommended that hotels replace the retired model with the currently manufactured certified model. All hotels must utilize network connectivity devices that are certified and approved by the Hilton Worldwide to run all OnQ technology and considered supported devices by the equipment manufacturer. In addition, the use of Local Area Network Switch devices is required to improve the efficiency of the OnQ network. All hotels must submit a yearly room revenue forecast no later than November 1 of the preceding year. Hotels with OnQ Technology must submit this via the Forecast Management System NAM, CSACRB Regions: All hotels are required to utilize E-Forms technology to produce guest registration cards, guest key packets, and guest folios (unless prohibited by local law). Effective January 1, 2010 2010 GLOBAL OPERATING STANDARDS 132
- CONFIDENTIAL - TECHNOLOGY EXPERIENCE For use by Doubletree hotels only All hotels are required to have three (3) email accounts that are maintained through Hilton Worldwide. These required accounts are email addresses for the hotel, the General Manager, and the Director of Sales, and must be set up through Hilton Worldwide as the hotel’s source of communication with the Brand. Each email address must be opened and messages reviewed daily. The hotel must follow and use the Brand's approved OnQ hardware maintenance support plan. INFORMATION SECURITY STANDARDS The Brand and Hilton Worldwide (the "Company") is dependent on the timely and appropriate access to information and information systems. The Enterprise Information Security Office implements a program of “reasonable security" and directs the Company to maintain the confidentiality, integrity and availability of information and information systems. Hilton Worldwide, its subsidiaries, affiliates, vendors, contractors, partners and anyone doing business with the Company or providing a services involving Company computers, technology systems and data are responsible for protecting Company confidential and proprietary information, including cardholder data and Personal Identifiable Information (PII) and access. The Hotel Information Security Standards cover Information Security controls to be applied to protect Company information systems, and ensure compliance with International and Domestic regulatory compliance and contractual obligations. Hilton Worldwide recognizes the efficiency gains and operational benefits of applying a framework of reasonable security standards across its computer systems, ensuring that all computer systems contribute to the overall security of Hilton Worldwide, in support of the commercial aims of achieving a low-risk operating environment. All hotels must comply with all regulatory requirements relating to information or data security as required by local legislation or International law. The following Information Security Standards are requirements for all hotels and resorts effective January 1, 2010. APPLICATIONS / SYSTEMS A. If not running Hilton’s OnQ PM application, the installed version of Property Management System (PMS) must be Payment Application Data Security Standard (PA-DSS) certified. The link to approved Validated Payment Applications can be located on the following webpage: B. Vendor software (F&B POS, Retail POS, Parking Garage, Spa, Golf, etc.) must be PA-DSS certified if applicable (credit card data is processed, transmitted or stored). C. All credit card numbers on receipts (including PMS, F&B, Retail, Spa, Parking Garages, etc.) should be masked and must NOT display full credit card number and/or credit card expiration date. Only the last four (4) numbers of the credit card can be shown and all preceding numbers must be displayed with a character (., displayed with XXXXXs, #####s, or *****s). Expiration date must never be displayed on any receipt (including merchant copy). D. All systems must be routinely updated with all critical patches within one month of their release date from the software manufacturer. E. Hotels/Resorts must not falsify data entered, in order to assure system integrity. F. Remote access should be disabled at all times, except when needed for support, at which time it should only be turned on for the duration of the support call and immediately turned off. Passwords must be changed before or after gaining each remote access. G. Hotel server backups must be performed daily. Effective January 1, 2010 2010 GLOBAL OPERATING STANDARDS 133
- CONFIDENTIAL - TECHNOLOGY EXPERIENCE For use by Doubletree hotels only COMPUTER ACCESS CONTROLS A. Access to information systems must be secured & limited to users with business need to know. Data must be encrypted & password protected when stored electronically. B. Access to Personally Identifiable Information (PII) and Credit / Debit Cardholder data must be encrypted and password protected when stored electronically. C. User access and permission levels must be reviewed and approved periodically (., Quarterly) by the General Manager (or designee), and sign-off maintained as approval. D. All user access and permission levels must be revoked and reassigned as appropriate with changes in job duties. E. Each user is required to have a unique ID and strong / complex password for computer access. F. User sessions idle for more than 15 minutes must require the user to re-enter the password to reactivate the terminal. G. Hotel management is responsible for educating employees on the need to keep their username / ID and passwords confidential and secure. H. Terminations must be processed by Hotel Management in a timely manner and user accounts and access disabled immediately. (This includes terminated employees, contractors, etc.) I. User accounts for applications not synchronized with the OnQ Identity Management (IdM) must be disabled by Hotel Management immediately for terminated employees, contractors, etc. J. Third-party vendor (., POS system) remote access requires prior approval by Brand Engineering/Operations and must be controlled and centrally regulated using an approved solution. PHYSICAL SECURITY A. Access to the computer facilities (., server rooms, telephone closets, etc.) must be secured and restricted to authorized personnel (., hard key, keycard, etc). B. Access to all computer network equipment (., switches and patch panels) must be secured and restricted to authorized personnel (., locked cabinet). C. Visitor logs must be maintained for three months to record physical access to non-public areas. D. All Network and VOIP jacks in public areas must be secured with a lockbox or similar device. If a lockbox is not available, the jack must be disabled and disconnected. E. All wireless access points must be implemented securely (. in a locked box) to avoid unauthorized access. F. System backup tapes must be securely stored in a fire-proof safe or locked cabinet away from the server, and access must be limited to authorized personnel only. G. System backup tapes must be labeled appropriately (., date, contents, Confidential, etc.). H. Physical copies of Credit/Debit cards, driver’s licenses, Passports or other financial, or personally identifiable information must not be requested, stored or maintained. I. Hard-copy documents containing Personally Identifiable Information (PII), Credit / Debit Cardholder data or other sensitive information (. Credit Card Payment Authorization Forms, Audit Packs, reports, faxes, files, ledgers, etc.) must be stored securely at all times (., locked file cabinet) with access limited to only those employees with a direct business need to know. Effective January 1, 2010 2010 GLOBAL OPERATING STANDARDS 134
- CONFIDENTIAL - TECHNOLOGY EXPERIENCE For use by Doubletree hotels only J. Hard-copy documents, electronic files and media containing Personally Identifiable Information (PII), Credit / Debit Cardholder data, or other sensitive information must be destroyed via a Cross Cut Shredder or Incinerator once the data has reached the end of the retention period and is no longer needed for business or legal requirements. K. Workstations and servers must be securely wiped of all data when repurposed; refreshed, returned, or retired per industry accepted standards. WIRELESS NETWORK A. Wireless networks must use strong encryption for the transmission of all authentication credentials and data using WPA/WPA2 or stronger. Use of WEP is prohibited under PCI DSS. B. Vendor default SSID configuration on wireless access points must not be used and a new SSID must be created, which is not intuitively linked to the organization or group associated with the network. C. All cardholder environments (including POS & PMS) must be protected from any public/wireless networks by means of firewalls in compliance with PCI DSS. D. HSIA must be on a separate network from the OnQ network or separated by a properly configured firewall. E. Guest HSIA networks must not be used for POS and/or OnQ servers and workstations. F. All third-party applications or systems must be certified by the OnQ Change Control Committee prior to being installed on the OnQ network. G. In order to detect the presence of unauthorized and malicious wireless access points (WAP), rogue WAP detection procedures must be performed, including the following: • An electronic wireless solution must be implemented to detect all wireless access points in real time and it must provide alerts to take appropriate action, or • A manual procedure must be performed at least monthly using a laptop to discover and document all wireless access points and to scan wireless networks, document vulnerabilities and document remediation. NETWORK A. Vendor supplied usernames and passwords must be removed from all applications and devices. B. All unnecessary and insecure services and protocols not directly needed to perform the devices’ specified functions are to be disabled (., FTP and telnet must be disabled). C. Intrusion Detection Systems for monitoring unauthorized network access must not be tampered with or disabled. D. All servers and workstations installed on the Hilton Worldwide network must be configured with a current functioning anti-virus program that receives regular security patches and signature updates. E. The Company network must be separated from any other network (., Franchise Network or other third- party networks) either physically or by a Brand approved firewall. F. Hotels/Resorts must perform periodic tests using to discover inappropriate network configurations (as referenced in the Hotel Information Security Standards Checklist). This should be performed on the POS workstation, Business Center PCs and Guest HSIA, documented and submitted to @. Hotels must maintain this information for subsequent audit verification. Effective January 1, 2010 2010 GLOBAL OPERATING STANDARDS 135
- CONFIDENTIAL - TECHNOLOGY EXPERIENCE For use by Doubletree hotels only PRIVACY AGREEMENTS A. A list of all third-party vendors or resources that process, store, transmit or have access to Company confidential information (for example, Personally Identifiable Information (PII) or Credit/Debit Cardholder Data) must be maintained. B. Proper due diligence demonstrating their compliance must be documented prior to engaging such service providers and at least annually and for as long as the service agreement continues. C. The Hilton Worldwide Privacy & Data Protection Letter Agreements must be signed by third-party vendors or resources that process, store, transmit, or have access to Company confidential information (., Personally Identifiable Information (PII) or Credit / Debit Cardholder Data). TRAINING AND AWARENESS A. Employees with access to Company confidential information (., Personally Identifiable Information (PII) or Credit / Debit Cardholder Data) must acknowledge in writing or electronically that they have read and understood the Company’s Information Security Policy and participate in the Company’s information security awareness training at least once annually. B. Certificate of Compliance: General Managers (or their designee) are required to read and acknowledge their understanding and agreement to comply with the Hotel Information Security Standards at least annually. BUSINESS CENTER Please see Standard for Information Security Standards for Business Centers. POINT OF SALE (POS) SYSTEMS A. All POS systems (including F&B POS, Retail POS, Parking Garage, Spa, Golf, etc.) must have an active anti-virus program with up to date signature installed that cannot be disabled. B. Anti-spyware software must be installed and current for windows-based systems C. All POS systems must be routinely updated with all critical patches within one month of their release date from the POS software manufacturer. D. All POS systems must be inspected daily for physical malware devices (., Key-loggers). E. All cardholder systems (including POS & PMS) must be implemented in compliance with PCI DSS. F. All unnecessary and insecure services and protocols not directly needed to perform the devices specified function (., FTP and telnet server service) must be removed. G. Microsoft Windows administrator accounts, user accounts and default vendor accounts must be renamed from the default of “Administrator” at time of installation. H. All passwords must meet the requirement of a strong/complex password and be changed every 90 days. Service Account passwords do not have to expire or be changed every 90 days. I. All POS in the USA must be compliant with the Fair and Accurate Credit Transactions Act (FACTA). J. Vendor and hotels must work with Hilton Global Field Services in order to install the hotels’ POS in accordance with Hilton Worldwide’s policies and procedures. K. Upon completion of installation or on-site maintenance of a POS, the vendor must sign a certificate of compliance (available on OnQ Insider) certifying that the POS is in compliance with PCI-DSS and PA-DSS. Effective January 1, 2010 2010 GLOBAL OPERATING STANDARDS 136
- CONFIDENTIAL - TECHNOLOGY EXPERIENCE For use by Doubletree hotels only CELLULAR TELEPHONE & WIRELESS PDA DEVICES The use of all Cellular Telephone and Wireless PDA Devices must conform to the Company’s security standards established for Personal Wireless Devices as stated below. “Personal Wireless Devices” means personal wireless electronic devices, including devices that are configured to receive Company e-mail and/or Process Confidential Information or Credit Cardholder Data, and which may also connect to the Company’s network or systems either directly or indirectly. Some types of Personal Wireless Devices may have advanced features, such as e-mail or the ability to run applications. Examples of Personal Wireless Devices include personal digital assistants, netbooks, laptops and other personal computers, BlackBerries, iPhones and other smartphones and cellular, internet or other telephones. A. Users must not configure any Personal Wireless Devices to access the Company’s network or e-mail without first submitting a Mobile Telephony Request Form to @, and obtaining approval from the Company to do so, or otherwise following a pre-approved Company procedure (., Outlook Anywhere or Company-provided VPN). B. A password is required on Personal Wireless Devices to protect against unauthorized access: 1 The password length is a minimum of five (5) characters, 2 Password complexity is not required, and 3 The password must be changed every 90 days. C. The device must be set to lock access when unattended. Automatic keyboard locking / screen blanking must be set to 30 minutes or less. D. Users of Personal Wireless Devices must not set or change the device’s configuration to disable or prevent the remote erasure or disablement of the device. E. Users of Personal Wireless Devices must set the “owner information” on the device to reflect the user’s name, contact information and, for Personal Wireless Devices owned or issued by Hilton Worldwide, identify the hotel with which they are affiliated. If possible, users must configure the device so that this information is displayed when the device is screen-locked. F. Users must not download unauthorized applications to Personal Wireless Devices including, but not limited to, peer to peer file sharing tools such as uTorrent, BitComet, Limewire, Azureus or other Bit Torrent clients. G. Users must not store Confidential Information or Credit Cardholder Data, on any third-party data storage or data sharing product, such as Apple’s iDisk or MobileMe. H. Users must not leave Personal Wireless Devices unattended in any location where an unauthorized person may access or take the device. I. Users must restrict their use of Personal Wireless Devices to locations where they will not be overheard by unauthorized third parties, when having conversations in which Confidential Information or Credit Cardholder Data will be discussed. J. The data on all Personal Wireless Devices will be remotely erased (wiped), and/or the device must be disabled: 1. after 10 consecutive unsuccessful login attempts, 2. in connection with returns, repairs or servicing of Personal Wireless Devices, 3. when the device is reported lost or stolen, and 4. upon the user’s departure from their current business unit (., department, division or position) or the Company (., termination, resignation, retirement, termination of franchise agreement, etc.). K. Data storage encryption must be enabled using 3DES, 256 bit AES or better strong encryption. Effective January 1, 2010 2010 GLOBAL OPERATING STANDARDS 137
- CONFIDENTIAL - TECHNOLOGY EXPERIENCE For use by Doubletree hotels only L. Data transmission encryption must be enabled using 3DES encryption, SSL and/or HTTPS or better. M. The user must immediately report all lost or stolen Personal Wireless Devices, suspected or confirmed, to his or her supervisor, and to the Brand's Technology Support team at @ or +1 (901) 748-7870. For owned and managed hotels, users must contact the Company Information Security Department at InformationSecurity@ or +1 (901)748-7990. N. Irrespective of whether the Company supports or has approved any type of Personal Device, the Company is not responsible for, and disclaims liability for the functioning or non-functioning of Personal Wireless Devices, disruptions in non-Company related voice or data service, or functionality, on Personal Wireless Devices, or the alteration, unavailability or loss of non-Company related data, information or materials on Personal Wireless Devices. O. Subject to the requirements and limitations, if any, of applicable local laws or regulations: 1. The Company retains the right to conduct post-incident forensics, and other investigations, on Personal Wireless Devices that are not owned or issued by the Company. 2. Upon request by authorized Company personnel, the user will promptly provide the device to the Company, and will cooperate with the Company as requested (., by not modifying the data contained on the device or the device’s configurations), in connection with such investigations. 3. The Company will use reasonable efforts to restrict its access, use and other processing of non-Company data, information and materials contained on the device, but cannot guarantee that no such access, use or other processing will occur. HIGH SPEED INTERNET ACCESS (“HSIA”) SERVICE These HSIA Brand Standards are to be administered under the following Key Operating Principles: A. Provide a Consistent Experience: deliver technology that is consistent with many other hotels in the Hilton Worldwide portfolio to ensure that guests only need to learn once how to gain access using this technology. B. Designate a Champion: a hotel employee needs to take ownership of the hotel’s high speed solution. The designated employee must monitor the working relationship with the hotel's HSIA Provider, become knowledgeable in the technology, and help train other employees. C. Help Guests Resolve Problems: when a guest is challenged by HSIA or encounters difficulties, a hotel employee must be able to ensure that the guest has the correct access code (in complimentary-to-guest HSIA hotels) and the necessary equipment (Wireless Bridge). If the guest does have both, and still experiences difficulty, then the employee should direct the guest to the Help Desk. D. Measure for Success: the General Manager must review key measures monthly to ensure that the hotel is meeting guests’HSIA needs. 1. Measures to review include: Help Desk Call Stats, Help Desk Problems and Resolution Logs, SALT Scores, and Guest Usage Stats. 2. Overall performance objectives are: 97% of guest attempts to connect to the Internet will be successful on the first attempt; 80% of guest trouble calls will result in a successful connection in less than 10 minutes during the first trouble call. USA and Canada Hotels Only (All other regions refer to standard ) Every Doubletree hotel must participate in Hilton Worldwide’s HSIA program – Stay Connected ™ (“Stay Connected”). Effective January 1, 2010 2010 GLOBAL OPERATING STANDARDS 138
- CONFIDENTIAL - TECHNOLOGY EXPERIENCE For use by Doubletree hotels only If the hotel has/had an existing contract with a third party to supply HSIA (prior to learning of the Stay Connected program and the new brand standard), confer with hotel's legal counsel to review the hotel's options. If the hotel has an agreement with a vendor that was previously a Brand preferred vendor, the hotel's agreement should include a 30-day “out clause”. All full service brand hotels must comply with HSIA brand Standards by being part of the Stay Connected program. To implement this program the hotel must: A. Transition completely to the Hilton Worldwide network and exit or complete (depending on terms) any current contract with any outside HSIA Provider. Hilton Worldwide will become the sole HSIA Provider for all hotels. This requires the hotel to establish a HITS agreement with Hilton Worldwide. B. Collaborate with the Hilton Worldwide Implementation Team to schedule onsite visit(s) to execute the transition and perform a site survey of HSIA infrastructure. C. Accompany the technicians performing the transition and site survey while they are onsite and provide them overnight accommodations, as needed. D. Comply with the detailed report as the result of the site survey. This report will define actions required, if any, to bring the HSIA infrastructure up to Doubletree HSIA Technical and Operational Standards. E. Begin all actions required (as specified in the report) to bring hotel infrastructure up to Standards within 120 days from receipt of the detailed report and complete these actions within 150 days after hotel’s receipt of the detailed report. F. If the hotel selects a provider other than Hilton Worldwide to perform the required changes to their HSIA infrastructure, Hilton Worldwide will send technicians after the work is completed to certify that the hotel has reached compliance with HSIA standards. The hotel will be billed for costs associated with the certification. G. Accommodate on-going site surveys, when deemed necessary, to determine if the hotel’s HSIA capacity and infrastructure meet the Brand’s HSIA technical and operational standards. Surveys will not occur more frequently than every 18 months. Perform required corrections as specified above. H. Within 90 days of contact by Hilton Worldwide HSIA Project Coordination, the site will be required to have completed and returned a signed contract and pre-survey questionnaire; including scheduling an onsite visit. RESOURCES / REFERENCES: INSTALLATION - USA and Canada Hotels Only (All other regions refer to standard ) All hotels must have HSIA installed in the hotel as follows: A. Guestrooms/Suites – HSIA must be installed in all guestrooms / suites with either a wired or a wireless solution. A hotel cannot charge different guestroom Internet access rates based on IP address type. For wired solutions, an approved in-room pull through cable is required in each guestroom. Hotels must include Brand approved informational collateral within each guestroom. B. Lobby – Wireless HSIA must be installed in the lobby, prominent guest dining areas, lounge, bar and the business center, and must be complimentary. Once a guest has bought HSIA service in any location within the hotel, he/she must be able to gain access in all areas of that hotel. C. Meeting Rooms – HSIA must be installed in all meeting rooms. Wired HSIA in the meeting rooms is required, and a wireless overlay is recommended. 1. Brand provides three options to support a variety of environments, hotel needs, and guest requirements. Selection of hotel's Meeting Space HSIA Option is part of the process of transitioning to Stay Connected. Effective January 1, 2010 2010 GLOBAL OPERATING STANDARDS 139
- CONFIDENTIAL - TECHNOLOGY EXPERIENCE For use by Doubletree hotels only Swisscom is the only provider certified to share the Stay Connected HSIA network in the hotel. For network security reasons, hotels that already have a contract with or wish to use a meeting space Network Services Provider other than Swisscom must separate the meeting space HSIA network from the guestroom HSIA network by using a separate circuit, if not already doing so. The Meeting Space HSIA Options are based on the way the hotel’s HSIA network is designed: a. Option A: The Hotel's Network Service Provider If the hotel has completely separate networks for meeting space and guestroom HSIA (separate circuits, routers, switches, access points, etc.), the hotel may select any Service Provider to provide the hotel's meeting space network services. Your Service Provider must abide by Brand technical, operational, and security standards posted on OnQ Insider. Hilton Worldwide will not charge the $ per-meeting-room-port fee, and the hotel's Service Provider will be responsible for all aspects of the meeting space HSIA network (., help desk, network monitoring, break-fix, network engineering, onsite event support). b. Option B: Swisscom If hotel's meeting space and guestroom HSIA networks share equipment at the Router (hotel's link to the Internet) and have two network interface cards (one for guestroom; one for meeting space), Swisscom will be the hotel’s Service Provider. Hilton Worldwide will not charge the $ per-meeting-room-port fee because Swisscom will provide help desk, network monitoring, and break-fix for meeting space HSIA equipment. c. Option C: Stay Connected Customer Care IF: • Hotel's guest and meeting room HSIA share the network (., share the router and the gateway server); AND • The hotel has less than 5,000 square feet of meeting space; AND • The hotel does not bill for HSIA in the meeting space; THEN: Hotel may select Stay Connected Customer Care for meeting room HSIA support. Stay Connected Customer Care will support HSIA in hotel meeting space in the same way it supports guestroom HSIA. Hilton Worldwide will charge a per-meeting-room-port fee of $ per month to support the meeting space. Option C does NOT include any network engineering services (such as VLAN configuration) or any onsite event support. This option does include help desk services, network monitoring, and onsite break-fix service. 2. Swisscom’s service offerings are described in the Doubletree Swisscom Offerings document on OnQ Insider. If the hotel elects not to use one of Swisscom’s offerings for HSIA support in the hotel’s meeting space, and if Hilton Worldwide determines Option C is not applicable, the hotel must move its meeting space HSIA to a separate network, and select Option A. 3. The hotel may charge for HSIA in meeting rooms and conference rooms. The standard usage fee is to be determined by the hotel. If wireless signals in the lobby, meeting space, and pre-function areas overlap, hotel must charge a consistent price for all areas. 4. Hotels that charge for HSIA in the meeting space must designate a Service Provider who can provide on-site meeting support, reconfiguration of equipment for specific meetings, and other technical support to ensure consistent service. RESOURCES / REFERENCES: Effective January 1, 2010 2010 GLOBAL OPERATING STANDARDS 140
- CONFIDENTIAL - TECHNOLOGY EXPERIENCE For use by Doubletree hotels only HUKI, MEA, AP, EU, MEX & CSACRB Regions: HSIA must be installed in the hotel. Requirements by hotel area are as follows: A. Guestrooms/Suites 1. HSIA must be installed in 100 percent of guestrooms / suites with either a wired or wireless solution. New build hotels must provide wired and wireless solution. 2. If wired, an approved in-room pull through cables device must be placed in each guestroom. 3. The HSIA service must include Doubletree approved informational collateral within each guestroom that provides detailed instruction on how to access the HSIA service plus a contact number to call for complimentary help-desk support. 4. Guestroom HSIA must be a plug-and-play service. 5. Guests must be able to establish a secured connection to their own corporate e-mail network. B. Lobby, Executive Lounge, and prominent guest dining areas 1. Wireless HSIA must be installed in the lobby, Executive Lounge, and prominent guest dining areas. 2. If there is a fee for HSIA in these areas, a registered guest must not be charged again for guestroom usage. Non-guests may be charged at the hotel’s own discretion provided that the hotel maintains maximum pricing integrity in its local market. C. Business Center - Wired HSIA must be installed in the Business Center and may be charged to guests. D. Meeting rooms 1. HSIA must be installed in 100 percent of all meeting rooms with either a wired or wireless solution. Wireless is the preferred solution. 2. Wireless HSIA service must be available in the meeting common areas. 3. HSIA must be a plug-and-play service. 4. Guests must be able to establish a secured connection to their own corporate e-mail network. 5. A fee may be charged, but the customer must be notified in the meeting agreement in advance. Effective January 1, 2010 2010 GLOBAL OPERATING STANDARDS 141
- CONFIDENTIAL - TECHNOLOGY EXPERIENCE For use by Doubletree hotels only GENERAL RULES OF OPERATIONS All Doubletree hotels must participate with Hilton Worldwide Technology as mandated by Hilton Worldwide, ., Reservations Systems, OnQ, Revenue Management Systems, and Internet Interests. These Operations Standards are minimum requirements to be met by all Doubletree hotels. Any exception to these minimum Standards may be permitted only upon written approval from the Brand. However, certain market conditions may require that higher standards apply to a hotel to ensure that the hotel is competitive as a Doubletree in its market place. Each hotel must participate in and use: reservation services and automated guest service; hotel management and marketing systems; and telephone enhancements as designated by Hilton Worldwide. In the event that a Property Management System (PMS) is not available from Hilton Worldwide, the hotel must install a PMS that has been approved by Hilton Worldwide. Each Doubletree hotel management system must perform, at a minimum, the following functions: A. Maintain room status, provide automated guest folio and accounting capabilities, and provide a level of guest service required to maintain Doubletree Standards and conform to Doubletree Rules of Operation B. Interface with and provide timely data to our centralized database for system statistics and financial data analysis C. Support all current and future system-wide marketing programs The business system must be fully operational when the hotel is opened, and management and hotel staff must be certified as trained and competent to operate the system by the system supplier. Effective January 1, 2010 2010 GLOBAL OPERATING STANDARDS 142
13 BRAND MARKETING & SALES ADVERTISING & PROMOTIONS CROSS-PROMOTIONS / CO-OP MARKETING ADVERTISING CREATIVE WEB SITES BRAND TRADEMARK USE GUEST ACCESS & PRIVACY POLICY DISTRIBUTION STANDARDS SALES & eSALES IDENTITY STANDARDS CONFIDENTIAL- for use by Doubletree hotels only Questions regarding the contents of this Manual may be directed to the following address: DOUBLETREE HOTELS Attn: Brand Standards Department 7930 Jones Branch Drive McLean, VA 22102 (703) 883-1000 Effective January 1, 2010 2010 GLOBAL OPERATING STANDARDS 143
- CONFIDENTIAL - BRAND MARKETING & SALES For use by Doubletree hotels only ADVERTISING AND PROMOTIONS Hotels must advertise and promote the hotel and related facilities and services in a first class, dignified manner using identity and graphics standards for all Doubletree Brand hotels. NAM Region hotels, please access the advertising templates on the Doubletree Online Toolkit (“DOT”) found on OnQ Insider. ALL OTHER REGIONS hotels must work directly with Brand Marketing. Samples must be submitted of all advertising and promotional materials not previously approved (including any material in digital or electronic format, or any form of media that exists now or is developed in the future) to Brand Management / Marketing. The Brand reserves all rights regarding what is considered appropriate advertising, marketing, or promotion of the System, and may unilaterally ask a hotel to immediately discontinue using any advertising or promotional materials reasonably believed to be not in the best interest of the hotel or the System. This may apply to previously approved materials or marketing programs. CROSS-PROMOTIONS / CO-OP MARKETING Hotels may not engage, directly or indirectly, in any cross-marketing or cross-promotion of the hotel with any other hotel, motel, or related (or unrelated) business without prior written consent from the Doubletree Brand Management team. Hotels must participate in local, regional, or national marketing cooperatives as directed by the Brand. ADVERTISING CREATIVE NAM Region: The DOT has been designed to use for all hotel-specific advertising. The hotel may present a different supplier for Doubletree Brand Management’s consideration, so long as the supplier meets the requirements for all creative/marketing collateral guidelines described in the DOT found on OnQ Insider under: Brands / Doubletree / Marketing. All Other Regions must work directly with Brand Marketing. WEB SITES NOTE: Standards related to social media are being considered by the Brand. Once developed and communicated, all hotels must adhere to these standards. DOMAIN NAME POLICY Hilton Worldwide establishes this domain name policy (“Policy”) to guide its brandBrands/hotels in planning the selection and use of an Internet domain name. Hilton’s trademarks and service marks (collectively “Marks”) are some of its most important assets, conveying to the public a level of quality that they have come to associate with and expect from Hilton brands. Building strong brands through uniform and consistent Mark use and defense ensures that the Marks will grow in value, making them attractive to and recognizable by consumers and potential franchisees. The purpose of this policy is to protect the Marks on the Internet when the Marks are used in Internet addresses or domain names, to ensure that consumers reach Hilton when using the general marks as domain names and individual hotels when using more specific domain names, and to provide Hilton franchisees and owners with a source for establishing a distinctive, non-infringing domain name. Hilton Worldwide reserves the right to alter or change this Policy periodically. Effective January 1, 2010 2010 GLOBAL OPERATING STANDARDS 144
- CONFIDENTIAL - BRAND MARKETING & SALES For use by Doubletree hotels only A. OWNERSHIP AND MANAGEMENT 1. All domain names that contain a Mark for brands/hotels within the Hilton Worldwide portfolio must be registered, owned and administered by Hilton Worldwide within its corporate domain management account. All domains that do not contain a Mark for brands/hotels within the Hilton Worldwide portfolio but the web site contains content related solely to a hotel within the Hilton Worldwide portfolio must be registered, owned and administered by Hilton Worldwide within its corporate domain management account. 2. Individual hotels, regional offices, owners, franchisees etc. may not register, own, manage or administer a domain name that contains a Hilton Worldwide Mark. 3. No Internet Service Provider, Advertising Agency, vendor or other hotel “agent” may register, own, manage or administer a domain name that contains a Mark for brands/hotels within the Hilton Worldwide portfolio on behalf of Hilton Worldwide or a hotel in the Hilton Worldwide portfolio. 4. Domains not owned by Hilton Worldwide but that contain a Mark for brands/hotels within the Hilton Worldwide portfolio, and domains that do not contain a Mark for brands/hotels within the Hilton Worldwide portfolio but the web site contains content related solely to a hotel within the Hilton Worldwide portfolio must be transferred to the Corporate Domain Account. To transfer a domain, please see Additional Information (Section .). 5. Upon expiration or termination of the Franchise License Agreement, Owner must irrevocably assign and transfer to the Brand (or its designee) all rights, title, and interest in any domain names and registrations that contain any references to Marks for brands/hotels in the Hilton Worldwide portfolio, systems, or licensed brands and must notify the appropriate parties. All references to Marks for brands/hotels within the Hilton Worldwide portfolio, systems or licensed brands on any other web site(s) owned, maintained or operated by Owner must be deleted immediately. B. HOTEL SPECIFIC DOMAINS & FRIENDLY URLs 1. Any domain that includes a Mark for brands/hotels within the Hilton Worldwide portfolio or branded term must point to a site within or to a Brand approved site. 2. The Brand allows and supports hotels in creating advertising-friendly domains or URLs incorporating trademarks for brands/hotels within the Hilton Worldwide portfolio for use in promotional online marketing campaigns and printed materials. 3. Hilton Worldwide assigns each hotel a friendly URL within the web site that is to be used as the hotel’s internet address and in any printed materials. All hotel friendly URLs must be obtained through Hilton Worldwide’s Hotel Specific URL program (Section .). 4. One domain is assigned to each hotel; up to three additional domains will be permitted per hotel. Additional requests require permission from Brand Marketing and approval from Corporate Domain Management. 5. Friendly domains or URLs used by individual hotels are only allowed if: a. the domain is unique to the hotel by using a landmark or geographic/location specific description; AND b. the domain is registered through the Corporate Domain Account. 6. Domains requested as brandname+ will be directed to the Search Results page for the brand+city within or to a Brand approved site. Similarly, any other domain which reasonably can be assumed to refer to more than one hotel will be directed to the appropriate search results or to a Brand approved site. Effective January 1, 2010 2010 GLOBAL OPERATING STANDARDS 145
- CONFIDENTIAL - BRAND MARKETING & SALES For use by Doubletree hotels only 7. Friendly domains or URLs that are intended to represent a collection or cluster of hotels will only be approved if all hotels covered under the trademark used in the domain are included in the cluster or collection. Otherwise, Friendly domains and URLs must be specific, uniquely identify and differentiate the properties included from other area properties. Examples: Domains Friendly URLs C. PERMITTED MARK USE Domain names must be registered in the following format: [MARK][GEOGRAPHIC DESCRIPTOR].[TLD] (the Mark and Geographic Descriptor can be reversed) MARK is the hotel mark that the hotel is permitted to use in accordance with Owner's franchise agreement. These marks include HILTON, CONRAD, DOUBLETREE, EMBASSY SUITES, HAMPTON, HILTON GARDEN INN, HILTON GRAND VACATIONS, HOMEWOOD SUITES, HOME 2 SUITES, WALDORF ASTORIA, or any other mark licensed by Hilton Worldwide and/or its subsidiaries along with the applicable Brand extensions, ., HOTEL, INN, SUITES, RESORT, COLLECTION. GEOGRAPHIC DESCRIPTOR is a brief but precise description of the hotel location or secondary name. Hilton Worldwide has sole discretion to grant or reject a proposed domain name, and must reject overbroad descriptors as they may mislead consumers. Examples: Permitted Not Permitted * * TLD is a generic top-level domain (., .com, .net, .org) or a country code top-level domain (. .us, .eu, .jp). Hilton Worldwide reserves the right to allow identical domains that differ only with respect to their TLDs. * Exceptions will be considered for sites designed for use by all of the hotels within the Hilton Worldwide portfolio (a collection or cluster of hotels) in a specific geographic area/region, state or country. D. PROHIBITED MARK USE The hotel may not use or register to use any Mark or any other symbol or derivative that is confusingly similar to or dilutes any Mark as a domain name or portion of a domain name. Examples: Not Permitted Corporate Marks Brand Marks Plurals Third Party Marks Effective January 1, 2010 2010 GLOBAL OPERATING STANDARDS 146
- CONFIDENTIAL - BRAND MARKETING & SALES For use by Doubletree hotels only E. APPROVAL PROCEDURES 1. New Domain Names: All domain names that use a Mark for brands/hotel within the Hilton Worldwide portfolio must be owned and approved by Hilton Worldwide. The hotel may apply for permission to use a domain name by completing the New Domain Request Form, available online through OnQ Insider, and submitting it per the instructions on the form. Hilton Worldwide will process the hotel's request and either approve the proposed domain name or reject it with an explanation (Section .). 2. Existing Domain Names: If hotel has registered a domain name that contains a Mark for brands/hotels within the Hilton Worldwide portfolio, or one that does not contain a Mark for brands/hotels within the Hilton Worldwide portfolio but the web site contains content related solely to a hotel within the Hilton Worldwide portfoliol, complete the Request for Transfer Form available online through OnQ Insider, and submit it per the instructions on the form (Section .). 3. Domain names that are overly broad, misleading, will, or have the potential to siphon traffic from other hotels within the Hilton Worldwide portfolio will be denied. F. WEB SITE CONTENT All web sites that are accessed from a domain name that uses a Mark for brands/hotel within the Hilton Worldwide portfolio or contains content related solely to a hotel within the Hilton Worldwide portfolio must conform to the Hilton Worldwide Hotels Web Site Guidelines and Online Standards. G. TERMINATION Upon expiration or termination of Owner's Franchise License Agreement, the hotel's rights to use Marks for brands/hotels within the Hilton Worldwide portfolio, including in a domain name, cease. Owner must irrevocably assign and transfer to Hilton Worldwide (or its designee) all rights, title, and interest in any domain names and registrations that contain any references to Marks for brands/hotels within the Hilton Worldwide portfolio, systems, or licensed brands and must notify the appropriate parties. All references to Marks for brands/hotels within the Hilton Worldwide portfolio, systems or licensed brands on any other web site(s) owned, maintained or operated by Owner must be deleted immediately. H. ADDITIONAL INFORMATION 1. To request a domain, click the following link: Or go to: OnQ Insider Menu: Channels / Departments / Legal, Forms Select: Domains: Register / Transfer / Redirect / DNS forms Select the “New Domain Request Form” Follow instructions at the bottom of the form exactly to complete and submit 2. To request a friendly URL, click the following link: Or go to: OnQ Insider Menu: Channels / Departments / Legal, Forms Select: Domains: Register / Transfer / Redirect/DNS forms Select the “Friendly Redirect Request Form” Follow instructions at the bottom of the form exactly to complete and submit Effective January 1, 2010 2010 GLOBAL OPERATING STANDARDS 147
- CONFIDENTIAL - BRAND MARKETING & SALES For use by Doubletree hotels only 3. To transfer ownership of a domain to Hilton Worldwide, click the following link: Or go to: OnQ Insider Menu: Channels / Departments / Legal, Forms Select: Domains: Register / Transfer / Redirect / DNS forms Select: “Request for Transfer Form” Follow instructions at the bottom of the form exactly to complete and submit Hilton Worldwide has the right to refuse the registration of any domains/friendly URLs not meeting the above criteria. The Brand's Internet strategy enables individual hotels the ability to capitalize on their Internet presence by using the Brand web site () for electronic marketing purposes, as opposed to creating stand-alone sites. Complete details for creating, updating, and maintaining the hotel’s web site can be found in the Doubletree e-Marketing Toolkit available on OnQ Insider / Doubletree / Marketing / Manuals and Toolkits. The Brand has the right to withhold its approval, withdraw any prior approval and modify its requirements with regards to the hotels’ ability to own and maintain a stand-alone site. A Brand hotel may not promote or advertise the licensed brand or the hotel on the Internet or any computer network without Brand Management’s prior written approval of the proposed domain name, web site, third-party web site in which the hotel may be listed, proposed links between web sites and/or proposed modifications to same. Owner acknowledges and agrees that Brand Management’s right to approve all materials is necessitated by the fact that such materials will be linked with and include Doubletree Hotel Systems service marks and trademarks ("Marks") and Marks of brands/hotels within the Hilton Worldwide portfolio. Any use of the Marks on the World Wide Web, the Internet, or any other computer network/electronic distribution channel must conform to Brand requirements, including Doubletree identity and graphics standards. Given the changing nature of the technology, Doubletree Brand Management reserves the right to withhold approval, or withdraw prior approval(s), and to modify requirements from time to time as necessary. All logo usage, identity, and copyright standards must be approved by Brand Marketing. Owner may not, without legal license or right, post on it’s web site(s) any material in which any third party has a direct or indirect ownership interest (including video clips, photographs, sound bites, copyrighted text, trademarks or service marks, or any other text image in which any third party may claim intellectual property ownership interests). Hotel must incorporate in its web site any other Brand-required information in a manner that protects the Marks, as deemed necessary by Brand Management. SEARCH ENGINE OPTIMIZATION AND MARKETING. Currently, Doubletree’s Search Engine Marketing Initiative consists of two important areas – Optimization and Pay for Performance. Doubletree recommends keyword purchasing as a marketing strategy for most individual hotels. Please refer to the Search Engine Marketing Strategy Channel, which can be found in OnQ Insider at: Effective January 1, 2010 2010 GLOBAL OPERATING STANDARDS 148
- CONFIDENTIAL - BRAND MARKETING & SALES For use by Doubletree hotels only KEYWORD PURCHASE. Should a hotel elect to purchase keywords, it is unacceptable to buy a keyword (directly or indirectly) that is the official name of another hotel or brand without its permission. No hotel/management company/franchise group may (directly or indirectly) purchase a keyword that includes any trademarked name of hotels/brands within the Hilton Worldwide portfolio, other than its own officially approved hotel name, nor can third parties be authorized to purchase a hotel name under any circumstance. Hotels/management companies/franchise groups must register their paid placement campaigns, with the exception of those already using the official search marketing vendor. Strict compliance with this Standard is required. ONLINE IMAGE REQUIREMENTS. No Doubletree hotel may post more images on a third-party or stand-alone web site than it has posted on . All images posted must be an actual representation of hotel facilities and rooms. Please refer to the Photo Guidelines on OnQ Insider under Doubletree / Marketing. Compliance with online Image Standards is required within two (2) months of opening or completing renovation. The following minimum image requirements are required to display the hotel adequately: A. HOTEL HOME PAGE – SIGNATURE SHOT: A minimum of one (1) interior and one (1) exterior images are required, which showcase the hotel’s prime selling feature(s). These images will automatically be used for the Welcome section of the Photo Gallery page. B. ACCOMMODATIONS & AMENITIES: One (1) to Two (2) images per guestroom type are required at a minimum. Accessible guestrooms must include an image of each bathroom type included in this room type (., roll-in shower, grab-bars tub). The hotel Accommodations page has three sections. Depending on the hotel’s accommodation types, one to two images will be used to depict a Standard guestroom, Suite, or Executive room type. The Accommodations section of the Photo Gallery will automatically include the guestroom images provided, and can display a total of 15 guestroom shots. C. RESTAURANT & LOUNGE: A minimum of one (1) image per Restaurant and one (1) image per Lounge/Bar are required, depicting the type of food and beverage services available. The Restaurant & Lounge section of the Photo Gallery will automatically include the Hotel Dining Images and can display a total of 15 Restaurant/Lounge shots. D. LEISURE FACILITIES: A minimum of one (1) image per available recreational/leisure activity is required, depicting onsite leisure facilities. The Leisure Facilities section of the Photo Gallery will automatically include the Recreation images of the hotel's pool, gym, rec facilities, etc., and can display a total of 15 Leisure images. E. BUSINESS FACILITIES: A minimum of one (1) image per available Business Center/Facility is required. A total of 15 Business Facility images can be displayed in the Photo Gallery. F. MEETINGS & EVENTS: A minimum of two (2) images per meeting/event space are required. A total of 15 Meeting and Event images can be displayed in the Photo Gallery. G. The hotel must review its images and content at least annually and update photos as necessary. H. All hotels must be compliant with the updated minimum image requirements by 06/30/2010. NAM, CSACRB Regions: Hotels must submit the Doubletree required hotel-specific images and content listed utilizing the Hotel Content form available on OnQ Insider (Doubletree e-Marketing Toolkit) All other Regions: Hotels must submit the Doubletree required hotel specific images and content listed utilizing the Content Centre form. All Regions: For new hotels, images and content listed must be submitted to: @ Effective January 1, 2010 2010 GLOBAL OPERATING STANDARDS 149
- CONFIDENTIAL - BRAND MARKETING & SALES For use by Doubletree hotels only HOTEL FACT SHEET: Hotels must create a Hotel Fact Sheet using the DOT (Doubletree Online Toolkit) for display on , and to utilize during sales calls and tradeshows. BRAND TRADEMARK USE See Brand Franchise License Agreement for specific rights and obligations. For all graphics and identity applications of all brand Marks, contact Brand Corporate Marketing. USA Region Only The United States Olympic Committee (“USOC”) requires approval of any communication that Includes its mark, regardless of size, scope, or whether it is intended for internal or external distribution. Any external or internal communication that will contain the USA/5-Ring Mark must receive prior approval from OLYMARCS before production or distribution can begin. To help guide and direct hotel teams on the correct and appropriate usage of the USA/5-Ring Marks please see the Olympic Mark USA/5-Ring Guidelines on OnQ Insider under: Brands/Doubletree/Marketing. These guidelines provide an overview of the USOC identity program related to Doubletree communications. For clarification, Hilton Worldwide has exclusive use to the USA/5-Ring Marks within the . only, and their use is also exclusive to hotels within the . The hotel owner will only use the Doubletree trade name and trademarks as an identifier of the licensed hotel or hotels. The Owner must not use such name or marks as part of the business name or to promote, through any material, its general or corporate business. All uses of the Doubletree name or marks shall be subject to the written approval of the Brand. Hotels must have a minimum of 30% of its total room inventory as suites in order to use the identifier “Hotel and Suites” in its name. GUEST ACCESS AND PRIVACY POLICY NOTE: Standards related to Personally Identifiable Information (PII) are being considered by the Brand. Once developed and communicated, all hotels must adhere to these Standards. Hilton Worldwide has adopted a set of Privacy Values as the foundation for beneficial customer relationships based on trust, which guide its stewardship of customer data. During the normal course of business, the hotel collects Personal Information on Doubletree guests. Personal Information is defined as information about or related to an individual. It includes any information that can be linked to an individual or that may be used directly or indirectly to identify an individual. Most information collected by a business about a customer or potential customer is likely to be considered Personal Information. Some examples of Personal Information are: • Name • Home or email address • Identification Number (., Drivers License number, Passport number) • Account Numbers (., HHonors number, credit card number) • Physical characteristics • Consumer purchase history or preferences Please refer to the Hilton Worldwide Privacy Values, in its entirety, on OnQ Insider. Effective January 1, 2010 2010 GLOBAL OPERATING STANDARDS 150
- CONFIDENTIAL - BRAND MARKETING & SALES For use by Doubletree hotels only HOTEL IS RESPONSIBLE FOR INSURING THAT ALL USE OF GUEST PERSONAL INFORMATION COMPLIES WITH THE FOLLOWING REQUIREMENTS AND: • Is in accordance with all applicable law • Is in accordance with the Hilton Worldwide Privacy Values • Is in accordance with all Doubletree Brand Marketing Standards and Guidelines Guests’ Personal Information may be used to process reservations and other transactions requested by guests and to provide customer service. The only permissible use of Guest Personal Information for marketing purposes is when marketing your specific Doubletree hotel. Guest Personal Information may never be used to market the products or services of a third-party or non-Doubletree hotel. Guest Personal Information may never be sold or rented to third parties. Hotel may grant access to Guest Personal Information to third parties only to assist in processing transactions or providing customer service, and provided that the third party agrees to comply with the requirements outlined in Standard above. Guest Personal Information may never be shared with third parties for third-party marketing purposes. Guest Personal Information may never be collected on an unauthorized web site. Customers of hotels within the Hilton Worldwide portfolio are offered options on the use of their personal data. They may choose to opt-in to or opt-out of a variety of marketing offers and communications channels. To ensure that customer preferences are honored, the Brand's Guest Profile Manager (GPM) maintains the necessary guest profile database(s). Hotels may not create guest lists for marketing purposes independent of GPM and must comply with all requirements regarding opt-in/opt-out procedures. UNAPPROVED MARKETING CHANNELS. Individual hotels and hotel marketing clusters may not use telemarketing, outbound fax, or hotel-generated email communications for marketing purposes. APPROVED MARKETING CHANNELS. Hotels may use direct mail and centrally-managed email communications for providing marketing offers to guests, under the policies outlined in these Standards. HOTEL ACCESS TO GUESTS. Doubletree hotels and hotel cluster groups have access to a variety of guests and prospects including Past Guests of the hotel, Hilton HHonors Members, Hilton HHonors Partner Customers, and other hotel guests within the Hilton Worldwide portfolio. ACCESS TO PAST GUESTS OF THE HOTEL. Doubletree hotels can access past guests of their own hotel via direct mail, with the requirement that any list of past guests is obtained via the GPM desk. The message or marketing piece must be approved by the Brand designate. Additionally: A. Hotels may not create a list of past guests out of the hotel’s guest history file. B. Hotels may not use any list of past guests or prospects compiled via business card collection, third-party list purchases, etc. without working with the GPM desk to screen such lists against the centrally-managed Guest Profile database to apply necessary opt-out requests. C. Hotels can access past guests of their own hotel via email, with a requirement that the list of past guests is obtained via the GPM desk and must be distributed by same. The message must be approved by the Brand designate. Effective January 1, 2010 2010 GLOBAL OPERATING STANDARDS 151
- CONFIDENTIAL - BRAND MARKETING & SALES For use by Doubletree hotels only ACCESS TO HHONORS MEMBERS. Doubletree hotels participating in HHonors may access HHonors members for direct mail purposes via the GPM desk, based on the guidelines and selection criteria listed below. If the hotel has a communication that is being sent via a centrally-managed Hilton HHonors email, the selection of past guests and suppression of necessary opt-outs will be handled by HHonors Marketing Communications, and actual distribution will be via the central desk. A. SINGLE BRAND MEMBERS (members who have stayed with only one Hilton Worldwide brand). Access to these guests is available only to hotels within that brand, with permission from the hotel’s Brand Marketing. B. DOMINANT BRAND MEMBERS (members with stays in two (2) or more brands and with more than 50 percent of those stays within a single brand). Access to these guests is available only to hotels within that brand, with permission from the hotel’s Brand Marketing. C. MULTI-BRAND MEMBERS (members who have stayed in two (2) or more brands and with less than or equal to 50 percent of those stays in any single brand). Access to these guests is available to hotels irrespective of brand, with permission from the hotel’s Brand Marketing. D. SELECTION CRITERIA. Within these guidelines, hotels may access HHonors members based on the following selection criteria: 1. Members who reside in specific source/feeder markets 2. Members who have enrolled in HHonors under the requesting hotel’s unique source code 3. Members selected based on recency or frequency of past stays or LOS 4. Members selected based on HHonors tier level 5. Members who have previous activity with specific partners (including mileage earnings with specific airlines or specific payment type such as Amex, Visa, etc.) 6. Members who have had stays on specific nights of the week or during specific dates or in specific Market Categories 7. Members who have had reward stays 8. Members selected based on booking channel usage 9. Members selected based on specific SRPs booked previously or SRP types 10. Members who have had Event Planner/Meeting Planner bonuses ACCESS TO HHONORS PAST GUESTS OF TERMINATED HOTELS A. Hilton HHonors Worldwide (HHW) will communicate centrally with members who have had past stays at a hotel no longer in the System, to inform these members of all nearby HHonors hotels that can be considered as alternatives. This communication primarily will be via regularly scheduled email communications, and via paper statement messages. B. HHW will also centrally manage a hotel-funded email initiative to members with past stays at the hotel no longer in the System. If there are several hotels within a reasonable proximity of the terminated hotel, the HHonors team will ensure that each of these hotels has an opportunity to participate in hotel-funded co-op mailing(s) to past area guests. ACCESS TO HILTON HHONORS PARTNER CUSTOMERS. Hilton HHonors hotels may have access to direct mail lists of customers of selected Hilton HHonors partners. Partner database access varies widely among HHonors partners. Hotels should contact their HHonors Marketing Manager for full details, including any applicable costs. Effective January 1, 2010 2010 GLOBAL OPERATING STANDARDS 152
- CONFIDENTIAL - BRAND MARKETING & SALES For use by Doubletree hotels only HOTEL ACCESS TO OTHER HILTON WORLDWIDE GUESTS. Doubletree hotels may access Hilton Worldwide guests who are not members of HHonors with both direct mail and email, based on the guidelines and selection criteria below. If the hotel has a communication that is to be sent via a centrally-managed email, the selection of past guests and suppression of necessary opt-outs will be handled by the central control desk. Content review will be undertaken by the Brand designate. A. SINGLE BRAND GUESTS (guests who have stayed with only one Hilton Worldwide brand). Access to these guests is available only to hotels within that brand, with permission from the hotel’s Brand Marketing. B. DOMINANT BRAND GUESTS (guests with stays in two (2) or more brands and with more than 50 percent of those stays within a single brand). Access to these guests is available only to hotels within that brand, with permission from the hotel’s Brand Marketing. C. MULTI-BRAND GUESTS (guests who have stayed in two (2) or more brands and with less than or equal to 50 percent of those stays in any single brand). Access to these guests is available to hotels irrespective of brand, with permission from the hotel’s Brand Marketing. D. SELECTION CRITERIA. Within these guidelines, hotels may access guests of hotels within the Hilton Worldwide portfolio based on the following selection criteria: 1. Guests who reside in specific source/feeder markets 2. Guests who have created a Fast Reservations Account for expedited phone or web reservations 3. Guests selected based on recency or frequency of past stays, or LOS 4. Guests who have previous activity with specific third parties (including mileage earnings with specific airlines or payment type such as Amex, Visa, etc.) 5. Guests who have had stays on specific nights of the week or during specific dates, or in specific Market Categories 6. Guests selected based on booking channel usage 7. Guests selected based on specific SRPs booked previously, or on SRP type MAILING LIST USAGE. Mailing lists guests of hotels within the Hilton Worldwide portfolio and/or HHonors member guests consist of customer data, and may be requested only from the GPM database via the centrally-approved request process, to ensure data quality and screening for customer opt-in/opt-out preferences. Doubletree hotels receiving approval for access to such lists must agree in writing to safeguard the data as confidential and proprietary information, and agree to the following: A. Approval to use the list(s) is granted for one-time use only for marketing purposes that are approved by the hotel’s General Manager, by the hotel’s Brand Marketing or the Brand Marketing Services Director of the IBMT and, if applicable, by Hilton HHonors management. B. Marketing materials approval must be obtained from Brand Management or Brand Marketing Services Director of the IBMT and, if applicable, the Hilton HHonors team. MAILING LIST REQUEST PROCESS. All requests for access to HHonors guests or guests of other hotels within the Hilton Worldwide portfolio, including a hotel’s own past guests, are to be directed to the hotel's Customer Loyalty representative. Effective January 1, 2010 2010 GLOBAL OPERATING STANDARDS 153
- CONFIDENTIAL - BRAND MARKETING & SALES For use by Doubletree hotels only DATA INTEGRITY Guest data is collected by Doubletree, other hotels within the Hilton Worldwide portfolio, and the hotel for use in Customer Relationship Management and Research. The integrity of guest data is a significant value. It must be protected in order that we may derive the full benefit. Therefore, as a principal beneficiary, hotel management has the responsibility for the stewardship, oversight, and integrity of the data collection practices in their hotel. Manipulation and use of other means to alter the data or information of a guest is not permitted, except at the request of a guest. Should there be evidence that indicates a hotel, or an individual affiliated with the hotel, has done or is doing so, this will be considered data abuse and the Brand will take the following action: • The hotel, automatically, will be placed on administrative red zone on the Quality Assurance Report. • Subsequent violations will result in a notice of default. • The hotel will be removed from any Brand awards or recognition opportunities. • All manipulated data will be removed from research databases. The Doubletree Data Integrity Policy is posted on OnQ Insider. The policy must be distributed annually to all appropriate individuals, including all Management and Front Office employees. A signed copy of the policy must be maintained for each of these employees and made available to QA. DISTRIBUTION STANDARDS Any hotel that chooses to offer inventory, either directly or indirectly, must comply with all of the provisions of this Distribution Standard, which include: A. For online merchant (wholesale) or opaque distributors: Offer inventory only when Brand has Accredited a Distributor. B. Comply with the terms of the Best Available Rates Integrity and Consistency Standard (Section ). Actual selling rates (wholesale, retail, or otherwise) are determined by each hotel. C. Comply with the terms of all Web site and Trademark Protection Standards (Section 1303) such as (but not limited to): 1. Refrain from bidding on or purchasing keywords containing trade names or trademarks of brands/hotels within the Hilton Worldwide portfolio (., individual hotels may only buy brand neutral keywords and/or the hotel’s official name as listed in the Brand Hotels’ Directory). 2. A hotel is not authorized to permit use of trade names or trademarks of other brands/hotels within the Hilton Worldwide portfolio to any distributor. This includes advertising or any other direct or indirect marketing (., affiliate programs, metasearch, etc.). 3. Any content provided by the hotel to an Accredited distributor must also be provided to Brand for its branded web sites, and is subject to Brand review and approval in Brand’s discretion. D. For online merchant (wholesale) or opaque distributors: maintain rates and inventory via electronically connected single-image inventory management (., direct OnQ Reservations connectivity). E. A hotel that enters into any agreement with a Brand Accredited Distributor must participate with ALL Accredited Distributors (., all Accredited third-party online merchant distributors when offering merchant model inventory; all Accredited third-party online opaque distributors when offering opaque inventory). Effective January 1, 2010 2010 GLOBAL OPERATING STANDARDS 154
- CONFIDENTIAL - BRAND MARKETING & SALES For use by Doubletree hotels only SALES & eSALES STANDARDS All Hilton Direct and National Sales originated Leads must be responded to within four (4) business hours of receipt. If the hotel is not interested in the offered business, it must respond back with a denial. Hotels that do not reply within the time guidelines may be taken out of both programs. All hotels must participate in eSales by utilizing the following tools: e-Events, Guest List Manager, Personalized Group Web Pages (POG), .!, . and eAdvantage. Additional information can be found in OnQ Insider/Departments/Sales IDENTITY STANDARDS All use of Doubletree Hotels and Hilton Worldwide’s service marks must be in strict conformity with the current requirements in the Identity Standards located in the Doubletree Online Toolkit (DOT). All advertising, promotional, and related collateral items are subject to certain basic guidelines as described in the Doubletree Online Toolkit (DOT). Therefore, any deviations from these basic standards in the format and content of these materials are subject to written approval from the Doubletree Marketing Department before publication and use. Hotels employing any marketing programs in which Doubletree Hotels or Hilton Worldwide has a contractual obligation to an outside third party must submit materials for written approval from the Doubletree Marketing Department or by the International Brands Marketing Team (IBMT) Brand Marketing Services Director, to ensure compliance with contractual obligations. This includes, but is not limited to, advertising, collateral materials, and co-op promotions. All matchbooks or other Doubletree items available in public areas, including restaurant and lounge, must bear the Doubletree logo. Effective January 1, 2010 2010 GLOBAL OPERATING STANDARDS 155
