希尔顿 - conrad康莱德酒店品牌运营标准 - 2008年版 158页

CONRADHOTELS&RESORTSBRANDOPERATINGMANUALBrandOperatingStandards CONRADHOTELS&RESORTSBRANDOPERATINGMANUALContentsCHAPTER1BRANDOPERATINGSTANDARDS1RESERVATIONS&DISTRIBUTION2LOYALTYPROGRAM&SERVICERECOVERY3ARRIVAL&DEPARTURE4GUESTROOM&BATHROOM5OTHERGUESTAREAS&SERVICES6FOOD&BEVERAGE7RECREATION8CLUBLOUNGE9MEETING&BUSINESSSERVICES10RETAIL,CONCESSIONAIRE&SHOWCASES11SAFETY&SECURITY12TECHNOLOGY13ADMINISTRATION&INDIRECTSERVICES14SALES&MARKETING15BRANDEXTENSIONSCHAPTER2SERVICEDELIVERYSTANDARDSThismanualcontainsconfidentialandproprietarybusinessinformationandremainsthepropertyofConrad®Hotels&Resorts.Thismanualmaynotbereproducedordistributedinwholeorinpart,withoutpriorwrittenpermissionofConradHotels&Resorts.Therecipientofthismanualshallmaintaintheconfidentialityofsuchinformationandshallreturnthismanual,anditscopiestoConradHotels&Resortsupondemand.Conrad®isownedbyHLTConradIP,LLC. CONRADHOTELS&RESORTSBRANDOPERATINGMANUALIntroductionINTRODUCTIONThisManualhasbeendevelopedtoprovidetheOwner(asdefinedbelow),ofthehotelwiththerequiredstandards,procedures,rules,regulations,policies,andtechniques(the“BrandStandards”)oftheConradfull-serviceBrandsystem(the“System”).AllreferencesinthisManualto“Owner”refertothelicenseeoperatingundertheLicenseAgreementor,FranchiseLicenseAgreement(whichmaybetheownerofthehotel),orownerunderManagementAgreementorLease,asapplicable(the“Agreement”).AllreferencesinthisManualtothe“hotel”refertotheConradhotel,resortorsuitethathasbeenprovidedwiththisManual.AllreferencesinthisManualtothe“Brand”refertoConradFranchisingLLCoritsdesigneeifthehotelisdesignatedasaUnitedStateshotel.Otherwise,thesereferencesrefertoHLTInternationalConradFranchisingLLCoritsdesignee.TheseBrandStandardsaresubjecttochange,amendmentorsupplementfromtimetotimebytheBrand.TheBrandhastheauthoritytograntexceptionstotheseBrandStandards,asitdeemsappropriate.TheseBrandStandardsaredesignedtoprotecttheSystemandthetrademarksandservicemarksassociatedwiththeSystem,andnottocontroltheday-to-dayoperationofthehotel.Licenseeatalltimeswillremainresponsiblefortheoperationofthehotel,andallactivitiesoccurringatthehotel.Ownermusthireandtrainitsownemployees.TheBrandisnotresponsibleforanddoesnotdirectorcontroltheconductofanyhotelemployee.OwnermustcheckandfollowalllegalrequirementsapplicabletothehotelandtotheextentthoserequirementsaregreaterthantherequirementsofthisManual,Ownermustcomplywiththoselegalrequirements.OwnermustcomplywithandmaintaintheBrandStandardsatalevelequaltoorgreaterthanthosesetforthinthisManual.ViolationofanyoftheseBrandStandardsbyOwnermaybedeemed,attheBrand’ssoleandabsolutediscretion,asubstantialandmaterialviolationordefaultofOwner’sAgreement,andwouldallowtheBrandtotakeallnecessaryactiontoprotecttheintegrityoftheSystem.ThisManualisthepropertyoftheBrandandisprovidedtoOwnerforuseandreferenceduringthetermofitsAgreement.AdditionsandmodificationstothisManualmaybepostedatawebsiteofwhichtheBrandmayprovideOwnernotice,ormaybesenttoOwner.OwnermustcomplywiththeseadditionsandmodificationstothesameextentasifsetforthinthisManualatthistime.Toavoidanydoubt,anysuchadditionsormodificationssetforthatsuchawebsiteareincorporatedhereinbyreference.OwnermustmaintaintheconfidentialityoftheManual.UponterminationofitsAgreement,OwnermustreturnthisManualandallotherconfidentialmaterialowned,createdorusedbytheBrandwithoutretaininganyphotocopies.AtoraboutthetimeOwnerexecutestheAgreement,OwnerwillbeplacedinaCountryorRegionsetforthbelow.TheCountryorRegionthatOwnerisplacediniswithinthesoleandabsolutediscretionoftheBrand.OwnermustcomplywithallBrandStandardsapplicabletothatCountryorRegion,whichincludethoseBrandStandardsthatarenotlimitedbyCountryorRegion.Toavoidanydoubt,iftheapplicabilityofaBrandStandardorasectionofaBrandStandardislimitedtoaspecificcountryorregionandtheOwnerhasnotbeenplacedinthatcountryorregion,thentheBrandStandardorsection,whateverthecasemaybe,isnotapplicabletothehotel.Ontheotherhand,iftheOwnerhasbeenplacedinthatcountryorregion,thenOwnermustcomplywiththeBrandStandardorsection.Conrad®isownedbyHLTConradIP,LLC.MAY2008 CONRADHOTELS&RESORTSBRANDOPERATINGMANUALIntroductionREGIONS&COUNTRIESCanadaUnitedStatesMexicoNorthAmericaRegion*SouthAmericaRegionCentralAmericaRegionCaribbeanRegionUnitedKingdomandIrelandRegionEuropeRegionMiddleEast,AfricaandIndianOceanRegionAsiaPacificRegion*IncludesCanada,theUnitedStatesandMexico.Suggestedadditions,deletions,changesorquestionsregardingthisManualorSystempolicies,andrequestsforapprovals,consentsandwaiversmustbedirectedtotheBrandManagementoffice.Thegrantingordenialofanapproval,consentorwaiveriswithintheBrand’ssoleandabsolutediscretion.AllreferencesinthisManualtotheUnitedStatesortheUSrefertotheUnitedStatesofAmerica.AllamountssetforthinthisManualarestatedinUSdollars.Conrad®isownedbyHLTConradIP,LLC.MAY2008 CONRADHOTELS&RESORTSBRANDOPERATINGMANUALIntroductionBRANDPOSITIONINGPositioningStatementTheConradBrandisthecontemporaryluxurybrandwithintheHiltonFamilyofBrands,andabrandthatcombinesaproudandprestigiousheritagewithacontemporaryattitude.ConradBrandEssence“Individuality”ConradBrandVision“Tobetheluxuryhotelofchoicefordiscerningtravelers,creatingaworldthatcelebratesindividualityineverysense”ConradBrandValuesTheBrand’sdistinctthemeshaveemergedthatencapsulatetheConradexperience:IndividualDiscerningGenuineVibrantContemporaryConradBrandMarketingplatformTheLuxuryofBeingYourself®BeYOURSELF.EVERYONEELSEISTAKENConradDublin©2008HiltonHotelsCorporationYouprefertoswimagainstthecurrent,andtodiveinatthedeepend.THELUXURYOFBEINGYOURSELFYou’reoneofakind.Yourhotelshouldbetoo.Connecttoagrowingworldofstyleandflair,createdbyindividualsforindividuals,andexperiencethegreatestluxuryofall…Forreservationscalltollfree0080000266723orvisitConradHotels.comAbuDhabi(2010).Algarve,Portugal(2010).Bali.Bangkok.Beijing(2010).Bimini,TheBahamas(2010).Brisbane.Brussels.Cairo.ChicagoDubai(2010).Dublin.GoldCoast.HongKong.Indianapolis.Istanbul.KohSamui(2009).Kilkenny,Ireland.Maldives.MiamiPuntadelEste,Uruguay.Shanghai(late2008).SharmElSheikh.Singapore.TokyoConrad®isownedbyHLTConradIP,LLC.MAY2008 CONRADHOTELS&RESORTSBRANDOPERATINGMANUALIntroductionLISTOFACRONYMSCCTVClosedcircuittelevisionCGLCommercialgeneralpublicliabilityinsuranceCMSContentManagementSystemCRMCustomerReallyMattersCRSCentralReservationSystemDABInternetdigitalaudiobroadcastingFF&EFurniture,Fixtures&EquipmentHDHighDefinitionHFTPHiltonFamilyTravelProgramHHCHiltonHotelsCorporationHRCCHiltonReservationsandCustomerCareHSIAHigh-speedInternetaccessLCDLiquidCrystalDisplayMATVMasterAntennaTelevisionMCATComplimentaryMarketCategoryPBXPrivatebranchexchangePEPPersonalentertainmentplayerPVSPersonalviewingscreensQAQualityAssuranceSALTSatisfactionandLoyaltyTrackingSRPSpecialratespromotionTPCPPTravelPlannerCentralizedPaymentProgramTMTPEmployeeTravelProgramURLUniformResourceLocator(worldwideweb)Conrad®isownedbyHLTConradIP,LLC.MAY2008 CONRADHOTELS&RESORTSBRANDOPERATINGMANUALReservations1&distribution CONRADHOTELS&RESORTSBRANDOPERATINGMANUAL1Reservations&distribution1.1RESERVATIONSSYSTEMHANDLING1.1.1Guestroomavailability(inventory)for53weeksaheadmustbekeptcurrentinHiltonHotelsCorporation’s(HHC)CentralReservationSystem(CRS).1.1.2Ratesfor53weeksaheadmustbekeptcurrentinHHC’sCRS.1.1.3RoomavailabilityforallgroupswithgrouprateaccommodationsmustbeenteredintoHHC’sCRS.1.1.4GroupsthataretobebookedbyroominglistonlyandthereforedonothavegroupratesinHHC’sCRS,musthaveagroupinformationpagecontainingatleastthegroupcontactnameandtelephonenumber.1.1.5Minimumroomallotments/allocationsforHHC-sponsoredsalesandmarketingprogramsinwhichthehotelparticipatesmustbekeptcurrentinHHC’sCRS.1.1.6LocalratesorlocalpackagesthatcannotbebookedbyHiltonReservationsandCustomerCare(HRCC)mustbeenteredintoHHC’sCRSwithahotelcontactnameandtelephonenumber.1.1.7ThehotelmustacceptreservationsfromHRCC.1.1.8AllreservationsmadethroughHRCC,GlobalDistributionSystems,theInternetorotherHHC-approvedbookingchannelsmustbehonoredbythehotel.1.1.9TherateconfirmedbyHRCCmustbehonored.1.1.10Whenareservationcannotbebookedatthehotel,theguestmustalwaysbeofferedaccommodationsatotherHiltonFamilyofBrandshotelsusingthethen-currentcross-sellprotocol.1.1.11Reservationsmustbehelduntillocalhosthotelcancellationtime,exceptforpayment-guaranteedall-nightreservationsandreservationssecuredbyadvancedeposits,eachofwhichmustbeheldallnightuntilcheckouttimethefollowingmorning.(a)Thehotelmustacceptaguest’sguaranteeforreservationsbyoneofthefollowingmethods:(i)Paymentofrequiredadvancedeposit,includingtax(ii)Provisionofabillable(andcollectible),acceptablecreditcardnumber,whichmustbesubmittedtothecreditcardcompanyforpaymentmusttheguesteitherfailtoarriveortocanceltheguaranteedreservationbytheapplicablecancellationtime(hosthoteltime)(iii)Receiptofafax/emailfromacompanythathascreditapprovalwiththehotel(b)Ifthehotelrequiresanadvancedeposit,itmustrefundthedepositifacancellationisreceivedinaccordancewiththehotel’scancellationpolicy.(c)Guaranteedno-shows:Ifaguestischargedforaguaranteedno-show,alettermustbemailedoremailedtotheguestdetailingthecharges,thereservationconfirmation,amountchargedandcreditcardcharged.Ahotelcontactwithphonenumbermustbenotedforquestionsregardingthecharge.1.1.12Ifahotelcannothonoranyconfirmedorguaranteedreservation,thehotelmustmakeaspecialefforttofindsuitableaccommodationsatanotherHHCproperty.IfanotherHHChotelisnotavailable,accommodationsmustbearrangedatanothermemberoftheHiltonFamilyofBrandsfirstand,ifthatisnotavailable,atanothercomparableandconvenienthotel.Inaddition:(a)Thehotelmustreimbursethecustomerforanynecessaryexpenseincurredbythechangeincluding,butnotlimitedto,thecostoftransportationandtelephonecallstonotifythefamilyorbusinessassociatesofthechange.(b)Thehotelmustpaythefullcostofthefirstnight’slodgingrateatanotherHHChotel,oratanotherconvenientandcomparablehotel,asthecasemaybe.(c)ThehotelgeneralmanagermustfollowupinwritingwithanapologytotheguestandaninvitationtoreturntothehotelthefollowingnightwithanupgradeorotherVIPtreatment.(d)Ifthereimbursementisnotmadeandacomplaintisregistered,HHCmaymakethereimbursement,andthehotelmustreimburseHHC.(e)Inthecaseofanadvancedepositreservation,thedepositmustalsoberefundedwithin7days.(f)SeeHHC’sloyaltyprogram(HiltonHHonors)ReceptionOperatingManualforHiltonHHonorsmembers’reservationguaranteeprocedures.MAY2008 CONRADHOTELS&RESORTSBRANDOPERATINGMANUAL1Reservations&distribution1.2HOTELRESERVATIONS1.2.1Ataminimum,hoursofoperationforthehotel’sreservationsdepartmentarebetween8:00a.m.and5:00p.m.localtime,MondaythroughFriday.Alternatively,whereversuchserviceisavailable,thehotelmayenterintoaseparateagreementwithHRCCforafeechargedtothehotel,whereHRCCwillhandleallreservationscalls.1.2.2Hotelguestsmustbeabletomakehotelreservations24hoursaday,7daysaweek.1.2.3Hotelreceptionistsandnightemployeesmustbeabletohandlereservations.1.2.4Thehotelmusthaveatleast3incomingtelephonelinesand2in-housetelephonelinesthathavecallhold,calltransfer,callforward,callpickup,speeddial,andline-huntingcapabilities.1.2.5Hotelreservationsservicesmusthaveatleast2facsimilemachines(oneincoming,oneoutgoing),onenetworkprinterandonephotocopier.1.2.6Reservationsemployeesmustbeequippedwithahands-freefacility,individualcomputerwithInternetaccessandanindividualtelephone.1.2.7Reservationsemployeesmusthaveonlineaccesstoproducts,pricesandclientinformation.1.2.8ReservationsemployeesmustbemultilingualwithaminimumknowledgeofEnglish,thelocallanguageandthemostimportantcustomersegmentlanguages.1.2.9Thehotelmustsupplytoll-freenumbers,whereappropriate.1.2.10Reservationsemployeesmustbewelltrainedandpreferablyhavehadprevioushotelswitch-boardexperience.1.2.11TheremustbeaGroupCoordinatorinthehotelwhengroupsconstitute20%ormoreofguests.1.2.12ThehotelmustuseaBrand-approvedreservationssystem.1.2.13ReservationsmadetoasisterhoteloranotherHHChotelonaguest’sbehalfmustbemadefreeofcharge.1.3RESERVATIONSSYSTEMPROFILE1.3.1Thehotelmustmaintainaccurate,currentroomrateinformation,roomtypedescriptionandgeneralhotelinformationlistedinthereservationsystem,globaldistributionsystemsandHotelInformationDatabase.1.3.2IfthehotelhasOnQ®,allroomtypedescriptionsmustconformtotheestablishedstandardguidelinesavailableontheGuestDataManagementpagesofOnQInsider.1.3.3ThehotelmustprovideallHHCentities(RegionalHotelSupportCenterorHHCHeadOffice,HHCSalesWorldwide,etc.)withallrequestedinformation,includingrates.1.4OURBESTRATESGUARANTEED1.4.1ThehotelmustofferallratesandinventoryavailabletothegeneralpublicthroughHHCproprietarybookingchannels(HHCChannels),whichincludeHHCReservationsWorldwide,BrandwebsitesandOnQ.1.4.2Nogeneralpublicrateofferingmaybesoldthroughanynon-HHCwebsiteoranyotherchannel(includingthirdpartyresellers/wholesalers,merchantmodelwebsites,GlobalDistributionSystem,etc.)unlessthatrateisalsomadeavailable(atnolessfavorableterms)totheHHCChannels.AllgeneralpublicrateofferingsmustbeconsistentacrossallHHCChannels.1.4.3IfthehotelviolatesthisBrandStandard,itwillbechargedtheactualcostoftheresolution(ataminimumhonoringthelowestprice)plusthecurrentguestassistanceinterventionfee.RepeatedviolationswillbedocumentedbytheRevenueManagementandescalatedthroughthenormalqualityassurance(QA)process.MAY2008 CONRADHOTELS&RESORTSBRANDOPERATINGMANUAL1Reservations&distribution1.5GUESTACCESSANDPRIVACYPOLICY1.5.1HHChasadoptedasetofPrivacyValuesasthefoundationforbeneficialcustomerrelation-shipsbasedontrust,whichguidesitsstewardshipofcustomerdata.Duringthenormalcourseofbusiness,personalinformationonConradguestsiscollected.Personalinformationisdefinedasinformationaboutorrelatedtoanindividual.Itincludesanyinformationthatcanbelinkedtoanindividualorthatmaybeuseddirectlyorindirectlytoidentifyanindividual.Mostinformationcollectedbyabusinessaboutacustomerorpotentialcustomerislikelytobeconsideredpersonalinformation.Someexamplesofpersonalinformationare:(a)Name(b)Homeoremailaddress(c)Identificationnumber(e.g.,driver’slicensenumber,passportnumber)(d)Accountnumbers(e.g.,HiltonHHonorsnumber,creditcardnumber)(e)Physicalcharacteristics(f)Consumerpurchasehistoryorpreferences1.5.2ThehotelmustrefertotheHHCPrivacyValuesinitsentiretyontheOnQInsiderintranetsite.1.5.3Thehotel’suseofguestpersonalinformationmustbeinaccordancewith:(a)AllBrandmarketingstandardsandguidelines(b)Allapplicablelaws(c)TheHHCPrivacyValues1.5.4Guestpersonalinformationmaybeusedtoprocessreservationsandothertransactionsrequestedbyguestsandtoprovidecustomerservice.Theonlypermissibleuseofguestpersonalinformationformarketingpurposesiswhenmarketingthehotel.Guestpersonalinformationmayneverbeusedtomarkettheproductsorservicesofathirdpartyoranon-Conradhotel.1.5.5Guestpersonalinformationmayneverbesoldorrentedtothirdparties.Ownermaygrantaccesstoguestpersonalinformationtothirdpartiesonlytoassistinprocessingtransactionsorprovidingcustomerservice,andprovidedthethirdpartyagreestocomplywiththerequirementsoutlinedinSection1.5.2.Guestpersonalinformationmayneverbesharedwiththirdpartiesforthird-partymarketingpurposes.1.5.6Guestpersonalinformationmayneverbecollectedonanunauthorizedwebsite.1.5.7ThehotelmaynotcreateguestlistsformarketingpurposesindependentofHHC’sGuestProfileManager,andmustcomplywithallrequirementsregardingopt-in/opt-outprocedures.1.5.8Thehotelmaynotuseunapprovedmarketingchannels,e.g.,telemarketing,outboundfaxorhotel-generatedemailcommunicationsformarketingpurposeswithouttheapprovalofHHCCustomerLoyaltyMarketingCommunications.1.5.9Thehotelmayuseapprovedmarketingchannels,e.g.,directmailandcentrallymanagedemailcommunicationstoprovidemarketingofferstoguests,undertheBrandStandardsoutlinedinthisManual.1.5.10Hotelaccesstoguests:Thehotelhasaccesstoavarietyofguestsandprospects,includingpastguestsofthehotel,HiltonHHonorsmembers,HiltonHHonorspartnercustomersandotherHHC’sbrandsguests.1.5.11Accesstopasthotelguests:ThehotelmayaccesspastguestsofthehotelviadirectmailaslongasanylistofpastguestsisobtainedviatheGuestProfileManagersystemandthemessageormarketingpieceisapprovedbytheBrand.(a)Thehotelmaynotcreatealistofpastguestsoutofthehotel’sguesthistoryfile.(b)Thehotelmaynotuseanylistofpastguestsorprospectscompiledviabusiness-cardcollection,third-partylistpurchases,etc.,withoutworkingwiththeGuestProfileManagerdesktoscreensuchlistsagainstthecentrallymanagedGuestProfiledatabasetoapplynecessaryopt-outrequests.(c)ThehotelcanaccesspastguestsofthehotelviaemailaslongasthelistofpastguestsisobtainedanddistributedviatheGuestProfileManagerdeskandthemessageisapprovedbytheBrand.MAY2008 CONRADHOTELS&RESORTSBRANDOPERATINGMANUAL1Reservations&distribution1.5.12AccesstoHiltonHHonors®membersfordirectmailpurposesviatheGuestProfileManagersystemisgrantedbasedontheguidelinesandselectioncriterialistedbelow.IfthehotelhasacommunicationthatisbeingsentviaacentrallymanagedHiltonHHonorsemail,theselectionofpastguestsandsuppressionofnecessaryopt-outstobehandledbyHHCCustomerLoyaltyMarketingCommunicationsdepartment,andactualdistributionmustbeviathecentraldesk.(a)Singlebrandmembers(memberswhohavestayedwithonlyoneHHCbrand):Accesstotheseguestsisavailableonlytothehotelifitiswithinthatbrand,withpermissionfromtheBrand.(b)Dominantbrandmembers(memberswithstaysin2ormorebrandsandwithmorethan50%ofthosestayswithinasinglebrand):Accesstotheseguestsisavailableonlytothehotelifitiswithinthosebrands,withpermissionfromtheBrand.(c)Multi-brandmembers(memberswhohavestayedin2ormorebrandsandwith50%orfewerofthosestaysinanysinglebrand):Accesstotheseguestsisavailabletothehotelirrespectiveofitsbrand,withpermissionfromtheBrand.(d)Sectioncriteria:Withintheseguidelines,thehotelmayaccessHiltonHHonorsmembersbasedonthefollowingselectioncriteria:(i)Memberswhoresideinspecificsource/feedermarkets(ii)MemberswhohaveenrolledinHiltonHHonorsundertherequestinghotel’suniquesourcecode(iii)Membersselectedbasedonrecencyorfrequencyofpaststaysorlengthofstay(iv)MembersselectedbasedonHiltonHHonorstierlevel(v)Memberswhohavepreviousactivitywithspecificpartners(includingmileageearningswithspecificairlinesorspecificpaymenttypesuchasAmex,Visa,etc.)(vi)Memberswhohavehadstaysonspecificnightsoftheweekorduringspecificdatesorinspecificmarketcategories(vii)Memberswhohavehadrewardstays(viii)Membersselectedbasedonbookingchannelusage(ix)MembersselectedbasedonspecificSpecialRateProgramsbookedpreviouslyorSpecialRateProgramtypes(x)MemberswhohavehadEventPlanner/MeetingPlannerbonuses1.5.13AccesstoHiltonHHonorspastguestsofterminatedhotels:(a)ThehotelmustallowHHCCustomerLoyaltydepartmenttocommunicatecentrallywithmemberswhohavehadpaststaysatahotelnolongerintheSystemtoinformthesemembersofallnearbyHiltonHHonorsproperties/hotelsthatcanbeconsideredasalternatives.Thehotelmustallowthiscommunicationprimarilyviaregularlyscheduledemailcommunications,andviapaperstatementmessages.(b)ThehotelmustallowHHCCustomerLoyaltydepartmenttocentrallymanageahotel-fundeddirectmailinitiativetomemberswithpaststaysatthehotelnolongerintheSystem.Ifthereareseveralpropertieswithinareasonableproximityoftheterminatedhotel,theHHCCustomerLoyaltydepartmentmustbeallowedtoensurethateachofthesepropertieshasanopportunitytoparticipateinthehotel-fundedco-opmailing(s)topastguestsoftheterminatedhotel.(c)Ifthehoteldeclinestoparticipateinahotelco-opdirectmaileffort,themailingmustbeallowedtoproceedwithoutthedeclininghotel.1.5.14AccesstoHiltonHHonorsPartnerCustomers:ThehotelmayhaveaccesstodirectmaillistsofcustomersofselectedHiltonHHonorspartners.PartnerdatabaseaccessvarieswidelyamongHiltonHHonorspartners.ThehotelmustcontactitsHHCCustomerLoyaltyMarketingManagerforfulldetails,includinganyapplicablecosts.1.5.15AccesstootherHHCguests:ThehotelmayaccessHHCguestswhoarenotmembersofHiltonHHonorswithbothdirectmailandemail,basedontheguidelinesandselectioncriteriabelow.Ifthehotelhasacommunicationthatistobesentviaacentrallymanagedemail,theselectionofpastguestsandsuppressionofnecessaryopt-outsmustbehandledbythecentralcontroldesk.ContentreviewmustbeundertakenbytheBrand.(a)Singlebrandguests(guestswhohavestayedwithonlyoneHHCbrand):Accesstotheseguestsisavailableonlytothehotelifitiswithinthatbrand,withpermissionfromtheBrand.(b)Dominantbrandguests(guestswithstaysin2ormorebrandsandwithmorethan50%ofthosestayswithinasinglebrand):Accesstotheseguestsisavailableonlytothehotelifitiswithinthosebrands,withpermissionfromtheBrand.(c)Multi-brandguests(guestswhohavestayedin2ormorebrandsandwith50%orfewerofthosestaysinanysinglebrand).Accesstotheseguestsisavailabletothehotelirrespectiveofbrand,withpermissionfromtheBrand.(d)Selectioncriteria:Withintheseguidelines,thehotelmayaccessHHCguestsbasedonthefollowingselectioncriteria:(i)Guestswhoresideinspecificsource/feedermarkets(ii)GuestswhohavecreatedaFastReservationsAccountforexpeditedphoneorWebreservations(iii)Guestsselectedbasedonrecencyorfrequencyofpaststaysorlengthofstay(iv)Guestswhohavepreviousactivitywithspecificthirdparties(includingmileageearningswithspecificairlinesorpaymenttypesuchasAmEx,Visa,etc.)(v)Guestswhohavehadstaysonspecificnightsoftheweekorduringspecificdatesorinspecificmarketcategories(vi)Guestsselectedbasedonbookingchannelusage(vii)GuestsselectedbasedonspecificSpecialRateProgramsbookedpreviouslyoronSpecialRateProgramtypesMAY2008 CONRADHOTELS&RESORTSBRANDOPERATINGMANUAL1Reservations&distribution1.5.16Mailinglistusage:MailinglistsofHHCand/orHiltonHHonorsmemberguestsconsistofcustomerdata,andmayberequestedonlyfromtheGuestProfileManagerdatabaseviathecentrallyapprovedrequestprocess,toensuredataqualityandscreeningforcustomeropt-in/opt-outpreferences.Ifthehotelreceivesapprovalforaccesstosuchlists,itmustagreeinwritingtosafeguardthedataasconfidentialandproprietaryinformation,andagreetothefollowing:(a)Approvaltousethelist(s)isgrantedforone-timeuseonly,formarketingpurposesthatareapprovedbythehotelGeneralManager,bytheBrandand,ifapplicable,byHHCCustomerLoyaltymanagement.(b)MarketingmaterialsapprovalmustbeobtainedfromtheHHCLegalDepartment,BrandManagementand,ifapplicable,HHCCustomerLoyaltydepartment.1.6ROOMDATAINTEGRITYPROCEDURES(ThisBrandOperationStandardisapplicabletothehotelifitisanOnQ-enabledhotel.)1.6.1ThehotelmusthavethefollowingproceduresinplacetoensureallhoteldataisaccurateinOnQForecastManagement,OnQ®PropertyManagementSystem,andOnQFinanceManagement.FailuretoadheretothefollowingmaycreatedataintegrityissuesforthehotelbetweenOnQFinanceManagementandOnQPropertyManagementSystem.(a)Complimentaryrooms:Itisincreasinglyimportanttoreviewtransientroomsextendedonacomplimentarybasis;thustheComplimentaryMarketCategory(ComplimentaryMCAT)hasbeencreatedinadditiontotheCentralReservationSystem.OnQFinanceManagementwillviewanyspecialratespromotion(SRP)associatedwiththiscategoryasacompSRP.ThehotelcancreateasmanycomplimentaryroomSRPsasnecessary.ItneednotdeletetransientSRPsalreadyinuse,butmustensurethattheyareassociatedwiththeComplimentaryMCAT.Zero-ratedroomsinOnQPropertyManagementSystemareindicatedascomplimentarybysettingthestatusflag.ToensurethattheroomnightsaretrackedascomplimentaryinOnQForecastManagement,thecomplimentarystatusflagmustbeusedinconjunctionwithanSRPcodedtotheComplimentaryMCAT.(b)House-usereservations:Ahouse-useroomisanyroomatthehotelwhereahotelemployeeisrequiredtostayovernightforwork-relatedreasonsinacomplimentarystatus.AnexampleofthiswouldbetheManageronDuty.Thiswouldalsoapplytopersonswhoareworkingforthehotel,butarenotnecessarilyhotelemployees,e.g.,atelephoneengineerwhoisatthehotelreplacingthetelephonelines.Onlythehotelmanagementcanauthorizeahouse-useroom.Totrackahouse-useroomonahouse-usebasisinOnQFinanceManagement,thecomplimentarystatusflagmustbeusedinconjunctionwithahouse-useSRP.Processhouse-useroomsasfollows:(i)“OutofOrder”:OutofOrderisusedinOnQtoindicateroomscurrentlynotinserviceforhotelreasonssuchasplumbing,carpet,etc.(ii)“OffMarket”:OffMarketisusedinOnQFinanceManagementtosegregateroomsthatareOutofOrderforsixmonthsorlongerforanyreason(i.e.,renovation).OffMarketroomsaretakenoutofthehotel’sphysicalsupplytocalculateavailablesupplyperSmithTravelreporting.The“AvailableSupply”isthebasisforoccupancy,AverageDailyRateandRevenueperAvailableRoomcalculation.Iftherearenoroomsoffserviceforsixmonthsorlonger,“PhysicalSupply”and“AvailableSupply”mustbeequal.(c)Day-userooms:Day-useroomsarethosewhereroomusersarriveanddepartonthesameday-theyarenotconsideredpartofnightlyoccupancy.Day-userevenueisbasedonalltheroomrevenuepostedagainsttheDay-useGeneralLedgerintheOnQPropertyManagementSystem.AllroomchargesincludingroomandtaxmustbepostedagainstDay-useGeneralLedger(GuestLedgerAccount#0107560)beforeanyend-of-dayprocessisrun.OnQFinanceManagementexpectsnooccupiedroomsforday-userooms.Ifthehoteldoesnotposttherevenuecorrectly(undertheDay-useGuestLedger),therevenuemustbeexcludedfromOnQFinanceManagement.(d)Latedeparturefees:Latedeparturefeesarefeesassessedtoroomuserswhodepartafterthehotel’ssetdeparturetime.Thesefeesmustnotbemixedwithday-usefees,earlydeparturefees,latecancellationfees,etc.(GuestLedgerAccount#01-07570)(e)Earlydeparturefees:Earlydeparturefeesarethosefeesassessedtoroomuserswhodepartbeforetheoriginaldeparturedate.Earlydeparturefeesmustbeprocessedasfollows:(i)PostearlydeparturefeesrevenuetoEarlyDepartureGuestLedger,whichismappedtoGuestLedgerAccount#01-05120.(ii)VerifythisGuestLedgermappingwiththeDirectorofFinanceorController.(iii)Followstandardcheckoutprocedures.MAY2008 CONRADHOTELS&RESORTSBRANDOPERATINGMANUAL1Reservations&distribution(f)Guaranteedno-shows:Guaranteedno-showsareindividualswithreservationswhodonotarrive,donotcancelandareguaranteedbyacreditcardorapre-payment.Guaranteedno-showsmustbeprocessedasfollows:(i)Lettheguaranteedno-showroomsrunthroughthesystemduringthecloseofday.Determinethenumberofno-showguestsfromthepreviousday.(ii)Posttheno-showroomrevenuetotheNo-showGuestLedgerAccount#101000-1600.VerifythisGuestLedgermappingwiththeDirectorofFinanceorController.(g)Walk-ins:Walk-insareindividualsrequestingaroomwhodonothaveareservation.Walk-inroomsareonlytrackedinsideofOnQFinanceManagementbyuseoftheWalk-intoolbarbuttonintheOnQPropertyManagementSystem.Walk-inroomsmustbeprocessedasfollows:(i)SelecttheWalk-inbuttonfromthetoolbar.(ii)SelecttheRoomInfobuttontodeterminethehotel’srateandavailability.(iii)SelecttheappropriateSpecialRateProgramandroomtype.(iv)Donotusethe“CreateReservation”toolbarbutton.(h)Allowances:Anallowanceisthecorrectionofanincorrectpostingortransactionmadeonapastdateorthereductiononacustomer’saccountduetoacomplaintrelatingtoservicefortransactionspostedtothefolioonapastdate.AllowancesMUSTNOTbeusedtocorrectanincorrectpostingortransactionmadeonthesamedate.(i)Adjustments:Anadjustmentisthecorrectionofanincorrectpostingortransactionmadeonthesamedateorthereductiononacustomer’saccountduetoacomplaintrelatingtoservicefortransactionspostedtothefolioonthesamedate.NOTE:Adjustmentsaremadetotransactionspostedonthatsameday.Allowancesareusedtocorrecttransactionspostedonapastdate.1.7HHCDISTRIBUTIONSTANDARDS1.7.1Ifthehotelchoosestoofferinventoryonlinethroughathirdparty,eitherdirectlyorindirectly,itmustcomplywithallofthefollowingprovisions:(a)Thehotelmayofferthird-partyonlinemerchantandopaquemodelinventoryonlythroughHHCaccreditedchannels.(b)“OnePlay,AllPlay”:IfthehotelentersintoanagreementwithanyHHC-accredited,third-partyonlinemerchantdistributor,thehotelmustparticipatewithallaccreditedmerchantdistributors.NOTE:Thisrequirementmayormaynotapplytoallopaqueordistressedinventorydistributionchannels(i.e.,Hotwire.com,Priceline.com,andSite59.com);sincetheyallpracticedifferentsellingstrategies,equivalentparticipationwithallisnotcurrentlyrequired.(c)Noextranets:Thehotelmustmaintainratesandinventoryviaelectronicallyconnectedsingle-imageinventorymanagement(i.e.,directOnQReservationsconnectivity).(d)ThehotelmustcomplywithallofthetermsoftheBestAvailableRatesIntegrityandConsistencyStandard.Actualsellingrates(wholesale,retail,orotherwise)aredeterminedbythehotel.(e)ThehotelmustcomplywithallofthetermsofallHHCwebsiteandTrademarkProtectionStandardsincluding,butnotlimitedto:(i)NobiddingonorpurchasingkeywordscontainingtheMarksispermitted(i.e.,thehotelmaybuyonlyBrand-neutralkeywordsand/orthehotel’sofficialnameaslistedintheBrandDirectory).(ii)ThehotelisnotauthorizedtopermituseoftheMarkstoanydistributor.Thisincludesadvertisingoranyotherdirectorindirectmarketing.(iii)AnycontentprovidedbythehoteltoanaccrediteddistributormustalsobeprovidedtoHHCforitsbrandedwebsitesandissubjecttoHHCreviewandapprovalinHHC’sdiscretion.MAY2008 CONRADHOTELS&RESORTSBRANDOPERATINGMANUAL1Reservations&distribution1.7.2EnforcementEscalationStandardRemedyPenaltyStep1ThehoteloffersinventoryDiscontinuationofparticipation.Coachingandcounseling.Firstviolationthroughnon-accreditedThehotel’sConradsupportRepeatedchanneldistributor(s).and/orRevenueManagementmismanagementmaybeemployeesmaynotifythehotel’sescalatedtoStepII.GeneralManagerofviolationandworkwiththehoteltoensurethattheviolationand/orpracticeareremedied.Step2ThehotelDiscontinuationofparticipation.10-dayNoticetoCureRepeatedrepeatedlyoffersThehotel’sConradsupport(Pre-DefaultLetter).Failuretoviolation(s)/inventorythroughand/orRevenueManagementcomplymayescalatetoStepIII.participationnon-accreditedemployeesmaynotifythehotel’sdistributor(s).GeneralManagerandPrincipalCorrespondentofcurrentandpreviousviolation(s)andworkwiththehoteltoremedytheviolationand/orpractice.Step3Discontinuationofparticipation.NoticeofDefault.FailuretoIntentionalThehotelThehotel’sPrincipalcurewithin30daysmayresultand/orexcessiverepeatedlyand/orCorrespondentmaybesentainterminationofAgreementorviolation(s)/intentionallyoffersNoticeofDefault,andthehoteloneormoreinterimremedies:participationinventorythroughmustimmediatelyremedythesuspend/disablesoftware,beyondnon-accreditedviolationand/orpractice.informationtechnologyand/ordistributor(s).networkservicestheBrandoritsaffiliatesprovidetothehotel;removethelistingofthehotelfromanydirectoriestheBrandpublishesandfromanyadvertisingtheBrandpublishes;and/orremoveorsuspendthehotelfromreservationssystem.Step5Discontinuationofparticipation.Terminationofagreement.EgregiousThehotelintentionallyThehotelmaybesentaNoticeofviolation/violatesstandard.Removal.participationMAY2008 CONRADHOTELS&RESORTSBRANDOPERATINGMANUAL1Reservations&distribution1.8TRAVELPLANNERCENTRALIZEDPAYMENTPROGRAM1.8.1TheTravelPlannerCentralizedPaymentProgram(TPCPP),HiltonPlusProgram,Consortia“PayforPerformance,”UnlimitedBudget®,andtheAffiliateprogramsareadministeredbytheDistributionServicesdepartment.(a)AOwnerthathasOnQmustparticipateinthecentrallypaidTPCPP,andreimburseHHCbythe15thofthemonthforcommissionsandotherpaymentsmadeinthepreviousmonth.(b)AllotherOwnersmustparticipateinthecentrallypaidTPCPPandreimburseHHCbythe15thofthemonthforcommissionsandotherpaymentsmadeinthepreviousmonth,totheextenttheyarenotrestrictedbylocalregulatory,fiscalorsystems(i.e.,propertymanagementsystem)limitations.(c)IfthehotelisunabletoparticipateinthecentrallypaidTPCPP,travelagencycommissionsandotherpaymentsmustbepaiddirectlyfromthehotelonaweeklybasis.(d)TheDistribution/PaymentServicesdepartmentwillpaycommissionsandotherpaymentsonlytobonafidesellersoftravelthatmeetthefollowingrequirements:(i)Areestablishedinthetravelindustry(ii)Operatefromanestablishedbusinessaddress(iii)IfthehotelislocatedintheUSorCanada,holdcurrentandvalidappointmentswithatleastoneofthefollowingorganizations:•InternationalAirTransportAssociation(IATA)•AirlinesReportingCorporation(ARC)•ScheduledAirlineTrafficOffices(SATO)•TravelIndustryDesignatorService(TIDS)•TravelServiceIntermediary(TSI)•TravelSellers(TS)•CruiseLinesInternationalAssociation(CLIA)(iv)Whereneeded,holdcurrentandvalidlocal/state/provincialbusinessregistrationsandlicenses(v)Produceandserviceindividual,wholesaleand/orgroupbusinessfortheirhotels(e)HHC’sDistributionServicesDepartmentreservestherightnottopaycommissionsoranyotherpaymentstoatravelplannerifinHHC’ssolejudgmenttheplannerdoesnotengageinsoundethical,businessandlegalpracticesintheoperationofitsbusiness.(f)Travel/affiliatescommissionorotherpaymentsonpaymentprocess:Thehotelmustmaintainalistofnon-commissionableaccounts.Commissionandotherpaymentsforthoseaccountsnotlistedonthisexceptions/non-commissionablelistmustbepaidcentrallyandbilledtothehotel.(g)Ifthehotelchoosestopayadditionalcommissionsorotherpaymentsbeyondthoserequired,theadditionalcommissionsorotherpaymentswillnotbepaidcentrally.Itisthehotel’ssoleresponsibilitytopayanyadditionalagreed-uponamount.1.8.2Generally,uptoa10%commissionispaidonallgeneralpublicandothercommissionableratesforallnightsofastay.Standardsforcommissioncalculationsandpercentagesmayvarybycountry,andeachhotelmustcomplywiththecommissionandpaymentsstandardsforitscountry.Thefullcommissionwillbepaid.(a)CommissionableratesincludeAARPrates,AAArates,governmentrates,Amexrates,consortiaparityrates,BestAvailableRates,andratesidentifiedinthereservationsystemsassuch.(b)Ratesexcludedfromthestandardcommissioncalculationsareratesidentifiedinallreservationsystemsassuch,andallvolume-baseddiscountedratesbookeddirectlybytheguestortheirdesignatedagentusingtheHHCeAdvantagesystem.NOTE:Thehotelmustinformthetravelagentofnon-commissionaccountstatuspriortobookingacceptance.(c)Shouldatravelagentmakeareservationatacommissionablerateandthenchangetoanotherrate,thetravelagentwillreceiveacommissionontheamendedreservation/rateiftherateisthesamerateorahigherrate.1.8.3IfthehotelhasOnQ,itmustsubmititstravelplannerpaymentreportsnightlyviatheOnQPropertyManagementSystem.MAY2008 CONRADHOTELS&RESORTSBRANDOPERATINGMANUAL1Reservations&distribution1.8.4Inquiryresearch:TravelplannerpaymentinquirieswillbepostedonthePerotSystemswebsite,http://ce.tacsnet.com,andmustbereviewedandclosedwithanappropriateresponsetotheagent.ThissiteisalsoaccessibleviaseamlesslinkwithinOnQInsiderunderTools,DistributionServices-Perot.(a)ForOnQproperties,thehotelhastheoptiontoworktravelplannerpaymentinquiriesorhaveDistributionServicesworkthemonbehalfofthehotel.Anyinquiriesstillopenattheendof5calendardaysareforwardedtoDistributionServices.TheDistributionServicesHelpDeskwillresearchtheinquiryandifitisdeterminedthattheinquiryispayable,DistributionServiceswillauthorizepaymentandbillthehotelaccordingly.(b)Allnon-OnQpropertiesmustcloseallcentrallyloggedagentinquirieswithin30daysandinitiatepayment,wheredue,withinthecurrentpaycycle.(c)Paymentinquiriesmustberesearchedforaperiodofupto6monthsafterthedeparturedateofthereservation.Inquiriesraisedbyagentsmorethan6monthsafterthedeparturedateofthereservationwillnotbeloggedcentrally,andmustbeanswereddirectlybytherelevanthotel.1.8.5Distribution/PaymentsServicesalsoprocesscommissionsandpaymentsrelatingtootherMarketingandSalesPrograms,whichmayincludefeestothehotelsthatmaybeamendedfromtimetotime.(a)UnlimitedBudget®HHC’sTravelAgentLoyaltyProgram:Weekdaystay(Monday–Thursdaynights)cost=$0.71;weekendstay(1night:Friday,SaturdayorSunday)cost=$1.42;fullweekendstay(2nights:Friday,SaturdayorSunday)cost=$2.13.ThehotelmustparticipateintheDistributionServicesProgram.(b)Affiliates:Standardaffiliatecommissiononthetotalroomrateandothercommissionablechargesisupto10%,butissubjecttochange.Processingchargeiscurrently$1.50pertransaction,butsubjecttochange,andincludescommissionablereservationspluscancellations,no-showsandnon-commissionabletransactions.HotelparticipationinHHC’sAffiliateDistributionProgramismandatory.(c)ApplicabletothehotelonlyifitisdesignatedasaNorthAmericaregionhotel:(i)TheConsortiaProgram’s“PayforPerformance”modelallowsconsortiaroomsbookedtodriveadditionalbusinesstoHHCHotels,inexchangeforanoverridepayment.Auniqueconsortiacode(T1)willbeassignedtoallparitybookings.BasedontheSRP(T1),IATA,andHotelCode,DistributionServiceswillbillthehotelasappropriate.ConsortiaProgramsarevoluntary.•Consortiafees:$2.50feepereachconsumedstaybooked,exceptAmericanExpressTravel.•AmexConsortiafees:$1.35feeperconsumedroomnightsforallbusiness(i.e.,allSRPs)bookedbyAmexagencies.(ii)AAAShowYourCardandSaveprogramfees:$1.80perstayforallreservationsprocessedthroughAAAtravelagencyofficesorviathe1-800toll-freereservationsline.(Note:currentlynotapplicable.)(iii)HHCPlusProgramworkswithPriceline.comprovidingawebsiteforHHC’scustomers.ThiswebsiteallowsHHC’scustomerstoaccessthewebsiteforalltravelneedssuchashotelrooms,airfaretripinsurance,rentalcarandadditionalservicessuchastripstoDisney®resorts,etc.Thesepackagescanbepurchasedforonepackageprice.Thehotelgets25%ofthepositivegrossmarginonallcomponentsofthegueststayexceptfortheroom.The25%amountiscreditedbacktothehotelviathemonthlyinvoice(TPCPP).1.9TRAVELPROGRAM1.9.1ThehotelmustparticipateineithertheEmployeeTravelProgram(TMTP)orEmployeeTravelRate(Staffrate)asdefinedbycountry/regioninSections1.9.2and1.9.3,andmayvoluntarilyparticipateintheHiltonFamilyTravelProgramasdefinedinSection1.9.4.1.9.2TMTP:IfthehotelislocatedintheNorthAmericaRegion,includingPuertoRicoortheBahamas,thehotelmustparticipateinthisprogram.1.9.3StaffRate:IfthehotelislocatedintheUnitedKingdomandIreland;MiddleEast,AfricaandIndianOcean;AsiaPacific;CentralAmerica;SouthAmerica;orCaribbeanregions,excludingPuertoRicoandtheBahamas,thehotelmustparticipateinthisprogram.1.9.4HiltonFamilyTravelProgram(HFTP):ThehotelmayvoluntarilyparticipateintheHiltonFamilyTravelProgram.ThisprogramisnotareplacementforeithertheTMTPortheStaffRateprogramlistedabove;itisasupplementalprogram.(a)IfthehotelisdesignatedasaNorthAmericaRegionhotelorislocatedinPuertoRicoortheBahamas,employeesofthehotelmaymakereservationsthroughthetravelwebsite:www.hilton.com/tmtp.ReservationsmustnotbemadethroughHRCCfortheFamilyTravelProgram.(b)IfthehotelisdesignatedasaUnitedKingdomandIreland;MiddleEast,AfricaandIndianOcean;AsiaPacific;CentralAmerica;SouthAmerica;orCaribbeanregionhotel,excludinghotelslocatedinPuertoRicoortheBahamas,employeesmaymakereservationsonthestaffratewebsite:www.hilton.com/itp.MAY2008 CONRADHOTELS&RESORTSBRANDOPERATINGMANUALLoyaltyprogram&service2recovery CONRADHOTELS&RESORTSBRANDOPERATINGMANUAL2Loyaltyprogram&servicerecovery2.1HILTONLOYALTYPROGRAMREQUIREMENTS2.1.1ThehotelmusthonorexistingHHCLoyaltyProgram(HiltonHHonors®)standardsasoutlinedintheHiltonHHonorsReceptionOperatingManual.2.1.2HiltonHHonorsrequirements:(a)Thehotelmustdesignateanon-propertyHiltonHHonorsGuestManager.Thisperson’sroleistofacilitaterenewedfocusonHiltonHHonorsmembers,ongoingHiltonHHonorstraining,andconsistentdeliveryofin-hotelbenefits,memberenrollmentoversight,rewardavailabilityandstay-trackingtroubleshooting.(b)InadditiontotheusualHiltonHHonorsmemberbenefits,thehotelmustequipasupplyofHiltonHHonorsroomswiththeitemslistedintheHiltonHHonorsReceptionOperatingManual,basedonthemember’slevelofparticipation.2.2HILTONHHONORSGUESTMANAGERS2.2.1Thehotelmustdesignateanon-siteHiltonHHonorsGuestManagerfromthehotel’sReceptionemployees.HisorherroleistoensuretheconsistentdeliveryofHiltonHHonorswithinthehotelbyensuringthatallhotelemployeeshavethecorrecttraininginboththeuseofHHCCentralInformationSystem(oralternativemanualsystemoftrackinggueststaysandcommunicatingsuchinformationtoHHCCustomerLoyaltydepartment)andthebenefitsofHiltonHHonors.2.2.2TheHiltonHHonorsGuestManagermust:(a)TrainhotelemployeesatleasttwiceayearontheHiltonHHonorsprogramandadviseemployeesofHiltonHHonorschangeswhenapplicable(b)ReviewtheresultsoftheHiltonHHonorsSatisfactionandLoyaltyTracking(SALT)scoreswiththeGeneralManagereachmonthandensurethattrainingneedsandissuesareaddressedtotheBrand’ssatisfactionasaresultoftheSALTresults(c)Identifytrainingneedsasaresultofguestcomplaints(whethermadebytheguestinthehotelorthroughHRCC)(d)LiaisewiththeregionalHHCCustomerLoyaltyoffices,suchasHHCCustomerLoyaltyOperationsandtheHiltonHHonorsregionalprogrammanagers2.3HILTONHHONORSSTAYS2.3.1HiltonHHonorsactivityisdefinedasstaysbyguestswhoaremembersofHiltonHHonorsand/ormembersofpartnerpointsprograms.2.3.2HotelemployeesarenoteligibleforHiltonHHonorsmembership,unlessdoneunderoneoftheBrand-approvedexceptions(i.e.,receivingaHiltonHHonorsaccountinconjunctionwiththepurchaseofaHiltonGrandVacations®unitorobtainingaco-brandedHiltonHHonorscreditcard),whereavailable.2.3.3ThehotelmaynotrecruitgueststoHiltonHHonorswithouttheirconsent(“auto-enroll”),andinanyeventmaynotrecruitguestswhoarestayingonratesthatareineligibleforHiltonHHonorspoints.2.4RECEPTIONSTANDARDS2.4.1RegistrationlocationsmustdisplayaBrand-approved“Welcome”HiltonHHonorsdisplay.2.4.2Thehotel’semployeesmustbefullytrainedinHiltonHHonors,includingdeliveringthebenefitsandsellingtheprogramtoaguest.2.4.3TheHiltonHHonorsSpecialGuestarrivalsreportmustbeprintedeachdayforarrivalsduethenextday.ItmustbeusedtoidentifyHiltonHHonorsGoldandDiamondmemberswhohaveareservationforthenextdaysothatupgradedroomscanbeallocated,ifapplicable,andmadeavailable.2.4.4TheSpecialGuestarrivals’reportmustbeusedtonotifyhousekeepingofallroomsallocatedtoHiltonHHonorsmemberssothattheseroomscanbemadeupasapriority.MAY2008 CONRADHOTELS&RESORTSBRANDOPERATINGMANUAL2Loyaltyprogram&servicerecovery2.5HILTONHHONORSGUESTPROTOCOLFORREGISTRATION2.5.1Thearrivals’reportisusedtopre-registertheHiltonHHonorsmembers.2.5.2Theappropriatewelcomemessage(s)areprovidedtoarrivingHiltonHHonorsmembers.2.5.3Registrationcardsmustbepre-printedpriortoarrivalforallHiltonHHonorsmembers.2.5.4HiltonHHonorsExpeditedWelcomeservicemustbeprovidedtoallHiltonHHonorsmembers.2.5.5AllHiltonHHonorsmemberroomsmustbepre-assignedbeforemembers’arrival.ThekeyandConradWelcomeFoldermustbepreparedandplacedinaHiltonHHonorsdedicatedarrivaltray.2.5.6HiltonHHonorsmembersneedonlypresenttheirHiltonHHonorsmembershipcardandavalididentificationdocument.2.6INVOICINGANDREPORTS2.6.1ThehotelmustverifythemonthlyelectronicHiltonHHonorsInvoiceandkeyperformanceindicatorandarrangepaymentaccordingtotheBrandprocedures.2.7GUESTHISTORYDATA2.7.1ThehotelisresponsibleforensuringthatallgueststayinformationisproperlypassedontoHHCCustomerLoyaltyservicesaccordingtoHiltonHHonorsprocedures.2.7.2ThehotelmustcomplywiththeBrandDataQualityStandards.2.8SERVICERECOVERYThehotelmusthonorexistingHiltonHHonorsprogramstandardsinadditiontothefollowing:2.8.1Everyguestserviceproblem,nomatterhowminor,mustbecommunicatedtotheManageronDutywithinonehour.2.8.2TheManageronDutymustinformalloperationalmanagersofaserviceproblem.2.8.3TheGeneralManagerandseniormanagersmustreceivewrittencopiesoftheincidentbythenextmorning.2.8.4ServiceRecovery(a)Thehotelmusthavereadilyavailable(i)Apologycardsforusewhenprovidingawrittenapologytoguests(ii)Hotelemployeesasneededtoreinforceservicecommitmenttoguests(iii)Alogsystemtorecordevents(b)Delivery:(i)Allhotelemployeesmustbeempoweredtoofferatleastoneappropriateoptiontoresolveaservicerecoverysituationquicklyandpositively.(ii)Awrittennoteofapologyfromaseniorrepresentativeofthehotelmustbesenttotheguestwithinonebusinessdayaftertheissuehasbeenresolved.(iii)AllservicerecoveryincidentsmustbeloggedandrecordedinthePropertyManagementSystemsothatallhotelemployeesareawareofitwhentheguestreturns.(iv)Allreturnguestsmustbeacknowledgedwiththeappropriaterecognitionandattention.(c)Trainingstandards:(i)AllhotelemployeesmustcompleteServiceRecoverytrainingwithin45daysofhire.MAY2008 CONRADHOTELS&RESORTSBRANDOPERATINGMANUALArrival&3departure CONRADHOTELS&RESORTSBRANDOPERATINGMANUAL3Arrival&departure3.1HOTELLOBBY3.1.1ThehotelmusthaveaLobbyfurnishedandplannedbyaBrand-approvedconsultantandsupplier.Manystates,municipalitiesandothergovernmentalentitieshavespecificlawsthatregulatetheequipment,access,exitandsafetyinpublicspaces.OwnermustensurethatthehotelLobbycomplieswithallapplicablelaws.3.1.2ThefollowingarethehotelLobbyrequirementsthatthehotelmustsatisfyifthehoteldesirestorefertoaConradHoteloraConradResortwhetherornottheword“Hotel”or“Resort”isusedinthehotelname.3.1.3ThehotelLobbymustcomplywithallphysical,cleanlinessandservicestandardsandissubjecttoperiodicQAinspection.Thehotelisresponsibleforensuringcompliance.Non-compliancewithBrandstandardsbytheoperatorconstitutesnon-compliancebytheOwner.3.1.4ThematerialsandfinishesusedinthehotelLobbymustmeetthestandardsasoutlinedintheBrandDesignandConstructionManual.3.1.5AllnewhotelLobbyareasorrenovationsofexistinglobbyareasmusthavecompleteplansandspecificationsapprovedbyBrandManagementandBrandDesignandConstructionpriortoorderingmaterialsorcommencingconstruction.3.1.6ThehotelLobbymustcomplementorenhancetheBrand’sluxurypositioninginthemarket.3.1.7ThehotelLobbymustdisplaycontemporaryartworkproducedbyalocalorregionalartist,withatleastonepiecebeingthemainfocalpoint.3.1.8Thehotelmayuseonlyfresh-cutflowersandpottedplantsintheLobbyareas.3.1.9ThehotelmustimplementtheBrand-selectedAccaKappaaromatherapyproductforallpublicareas.3.1.10ThehotelLobbymustdisplaypoliciesoutliningavailabilityofsmokingsectionsandmustbecompletelynon-smokingifrequiredbyapplicablelaw.3.2HOTELLOBBYSERVICEPOSITIONS3.2.1ThehotelmustensureConradguestsaregiventhesenseof“Weareexpectingyou”andthatahotelemployeeispresentwithina3-stepreachofguestentry/exit/passageaminimum16hoursperday.3.2.2HotelEntrance:ConradDoorman(a)ThehotelEntrancemustbeattendedaminimumof16hoursperdaybythehotel’sDoormanwearingasuitableuniform.Additionalhoursarebasedonspecificmarketneedsoractivitiesofthehotel,includingarrivalpatternsandevents.3.2.3Lobby:LobbyHosts(a)ThehotelLobbymustbeattendedaminimumof16hoursperdaybyahotelemployeefulfillingthefunctionofLobbyHost.(b)TheLobbyHostmustaddressallguests,offerassistancewithdirectionsandescortguestsforregistrationprocessing.(c)TheLobbyHostmustensurethatallreturnandspecialguestswithreservationsarepre-registered,welcomedbackandescortedtotheirrooms.(d)TheLobbyHostmustensurethatallguestsareassistedwiththeirdepartureandthankedfortheirpatronage.3.2.4Lobby:24-hourBellService(a)Thehotelmustprovide24-hourBellServicewhosemainfocusistofacilitateguestneedsandsatisfaction,particularlyattimesofarrivalanddeparture.(i)Thehotelmusthaveasecure,24-hourluggagestorageareanearReception.(ii)Numberedluggagetagsmustbeissued.(iii)Everypieceofluggageplacedinstoragemustbeidentifiableasbelongingtoaspecificguest.(iv)Amonthlylogmustbekeptonallstoredluggagetotracklostormissingitems.(b)Thehotel’sBellDeskmustbeattendedaminimumof16hoursperdaybyahotelemployeefulfillingthefunctionofConradBellLead.MAY2008 CONRADHOTELS&RESORTSBRANDOPERATINGMANUAL3Arrival&departure3.2.5Lobby:MultilingualConciergeService(a)HotelConciergeservicesmustbeattendedaminimumof16hoursperdaybyaConcierge.Additionalhoursarebasedonspecificmarketneedsoractivitiesofthehotel,includingarrivalpatternsandevents.(b)TheConciergemusthaveavailablelocalinformationontravel,tourism,museumsandentertainmentactivities,aswellasprovideConradandHiltonFamilycollateralandConradumbrellas,assistwithairlinetickets/reservations,transportationneedsandrentals.Aneatlywritten,Brand-compliantconfirmationcardmustbeprovidedtoguestsafterabookingismade.3.2.6AdescriptionoftheBellDeskandConciergeservicesarelistedintheDirectoryofServices.3.2.7AnexecutivemanagementemployeemustbepresentinthehotelLobbyatanappropriatetimedailytorespondtoguestcomments,queriesandcomplaints.3.2.8Thehotel’sReceptionManagermustbeonthefloorduringbusyservicehours.3.3GUESTARRIVAL3.3.1Preparationandsetup:(a)Thehotel’sReceptionistmustprinttheArrivalsReport,checkforguestpreferencesorspecialrequests,andallocateroomsaccordingly.3.3.2Thepublishedarrivaltimeis3:00p.m.localtimeifthehotelisacityConradHotel.However,allarrivalsmustbeanticipatedifthearrivaltimeisknown.3.3.3Thewelcomeprocedurecompletionmustbeefficient,withindividualqueuesnottoexceed3guests.Additionalassistancemustbeprovidedwhenmorethan3guestsarewaitinginanindividualqueueatanytime.3.3.4Guestsappearingtobeinahurrymustbedirectedtoandassistedatotherequippedfacilities.3.3.5ThehotelmustensurethatthewelcomeprocedureisperformedaspertheConradServiceDeliveryStandardswiththefollowingguidelines:(a)Welcomedesk/area/counterisclutterfree,andonlytheHiltonHHonors“Welcome”displayisvisible.(b)Desk/counteriscleanandinas-newcondition.(c)Thewelcomedesk/area/countermustbestaffedatalltimes.(d)Allguestsmustbegivenapre-printedregistrationcardinaleatherfolderwithapen,anddetailsonthecardarecheckedforaccuracy.(e)Guestsmustbeofferedassistancewiththeirregistration.(f)Guestsmustbeaddressedbynameaminimumof2timesduringthewelcomeprocedure.(g)Thewelcomeprocedureishandledwithcourtesy;guestprivacymustbepreserved.(h)Guestsmustbeofferedanescorttotheirroom.(i)Theclosestfireexittotheroommustbeindicated.(j)Thehotel“ConradService”singlecallingbuttonmustbeintroducedandexplainedtoallarrivals.(k)Hotelsmusthaveacreative,in-roomamenityforallarrivingguests.3.3.6HiltonHHonors®andfrequentflyers:Inadditiontotheabove,thefollowingmustbesatisfiedandtheHiltonHHonorsguestpreferencesandmembershipnumbermustbeconfirmed.(a)IfaguestisnotaHiltonHHonorsmember,benefitsmustbepromoted.(b)AguestwhowishestojoinHiltonHHonorsmustberegisteredaccordingtoelectronicenrollmentprocedures.(c)Ifeligible,frequentflyerprogrammembershipnumbersmustbereconfirmedtotheguest.(Ifthesenumbersarenotinthesystem,guestsmustbeencouragedtousetheircards.)(d)The“double-dip”benefitmustbementioned.3.3.7Ifaguestroomisnotready:(a)Theguestmustbegivenarealistictimeframebywhichtheroomwillbeready.(b)Theguestmustbeofferedalocationtochangeclothesandaccesstorecreationfacilities,ifapplicable.(c)Roomkeysmustbedeliveredtotheguestwhoiswaitinginthehotel,andtheguestmustbeescortedtotheroom.(d)Storedluggagemustbeintheroombeforeguestentry.(e)Ifadelayoccursafterthepublishedarrivaltime,thehotelmustoffertheguestacomplimentaryrefreshmentorlightmeal.MAY2008 CONRADHOTELS&RESORTSBRANDOPERATINGMANUAL3Arrival&departure3.4SPECIALGUESTS3.4.1ThehotelmustestablishSpecialGuestproceduresmeetingthefollowingguidelines:(a)Clearlevelsmustbeidentifiedbasedonsocial,culturalandpoliticalstatusoftheSpecialGuest.(b)SpecialGuestsmustbewelcomedonarrival,inperson,byaseniormemberofmanagement,accordingtostatusandlevel.(c)Allprotocolsforofficialvisitsmustbefollowed.(d)ArrangementsaremadeperSpecialGuestexpectationsandconfirmedpriortoarrivalwiththereservingparty.(e)AccommodationsareassignedthenightbeforeorearlymorningofarrivalandaregivencleaningprioritysothatpreparationshavebeencompleteduponarrivaloftheSpecialGuest.(f)SpecialGuests’privacyisprotected-theyarelefttoexperience“theluxuryofbeingthemselves.”(g)Thehotelwillhaveawell-articulatedandcreativeSpecialGuestamenityprogram.3.5ENGAGEMENT(applicableifhotelisanOnQ®PropertyManagement-enabledConradhotel)3.5.1Thehotelmustimplementthefollowingpracticestopersonalizetheguest’sexperience,maximizethevalueoftheConradEngagementInitiativeandhelpshapetheguest’spersonaljourney.3.5.2HotelsutilizingEngagementmust:(a)UtilizetheEngagementCodesandtextthroughCustomerReallyMattersOnQ(b)Provideguest’srelevantinformation,hotelservicesoramenitiesbasedontheirtripoccasion/travelneeds(c)UsetheCustomerReallyMatterstools,includingArrivalsReport,localmessaging,rateplanmessagingandservicerecovery3.5.3EngagementandEngagementCodestrainingmustbesuccessfullycompletedaspartofthejobskillschecklistforthehotel’sguestserviceemployees.3.6CONRADON-TIME,PRE-ORDER/MENUSELECTION(applicableifhotelisanOnQPropertyManagement-enabledConradhotel)3.6.1Thehotelmustparticipateinpre-order/menuselection(aminimumcoreofferingofproductsandservicesasdeterminedbyBrandManagement),whichenablesgueststomakeselectionspriortoarrival.3.6.2Pre-order/menuselectiontrainingmustbesuccessfullycompletedaspartofthejobskillschecklistforthehotel’sReception,RoomServiceandotherguestserviceemployees.3.7GUESTDEPARTURE3.7.1Thepublisheddeparturetimeforhotelguestsmustbe12:00p.m.localtimeifthehotelisacityConradhotel.However,allguestdeparturesmustbeanticipatedifthedeparturetimeisknown.3.7.2Bottledwater,qualitycoffeeandteamustbeavailablefrom5:00a.m.localtimeuntilthebreakfastdiningroomopens.(SeeSection6.10.)3.7.3Thedepartureprocedurecompletionmustbeefficient,withindividualqueuesnottoexceed3guests.Additionalassistancemustbeprovidedwhenmorethan3guestsarewaitinginanindividualqueueatanytime.3.7.4Guestsappearingtobeinahurrymustbeofferedthe“non-stopdeparture”serviceor,asappropriate,directedtoandassistedatotherequippedfacilities.MAY2008 CONRADHOTELS&RESORTSBRANDOPERATINGMANUAL3Arrival&departure3.7.5ThehotelmustensurethatguestdepartureproceduresareperformedaspertheServiceDeliveryStandardsandthefollowing:(a)Thedeparturedesk/area/counterwillbeclean,clutterfreeandinas-newcondition.(b)OnlyaBrand-approvedHiltonHHonorsdisplaywillbevisibleonthecounter.(c)Ahotelemployeemustbepresentatthedeparturedeskarea/counteratalltimes.(d)Guestsmustbepresentedwithaclear,easy-to-readandaccuratefoliointheguest’sselectedlanguage.(e)Guestsmustbegiventimetoreviewtheirfolio.(f)Allback-updocumentsmustbereadilyavailable.(g)Guestsmustbeaddressedbynameaminimumof2timesduringthedepartureprocedure.(h)Thedepartureproceduremustbehandledwithcourtesy;guestprivacymustbepreserved.(i)HiltonHHonorsguestsmustbeaskediftheywouldlikeacopyoftheirfoliothatshowstheirtotalHiltonHHonorspointbalance.(j)Allguestsmustbeofferedassistancewithluggage,transportationandspecialrequirements,includingairport,stationorharborprotocolsorsecuritymeasures.(k)Allguestsmustbeinformedofanyknownsituationthatmayhinderoraffecttheirtravel.(l)Allguestsmustbethankedfortheirpatronageandinvitedtoreturn.3.8GUESTTRANSPORTATION3.8.1Ifthehotel’scartransferserviceisoutsourcedtoathird-partyoperator,theoperatormustcomplywithallphysical,cleanlinessandservicestandardsandissubjecttoperiodicQAinspection.Thehotelisresponsibleforensuringcompliance.Non-compliancewithBrandstandardsbyathird-partyoperatorconstitutesnon-compliancebytheOwner.3.8.2Guestsmustbeabletomakecartransferservicearrangementsbetween6:00a.m.localtimeandmidnight.3.8.3Thedrivers’schedulesmustmeetdemand.3.8.4Reservedvehiclesmustbereadyandwaitingatleast15minutespriortodeparture.3.8.5Ahotelemployeemustaccompanyhigh-profilegroupsfromandtotheairport/stationorharbortothehotel.3.8.6AdescriptionofhotelcartransferservicesmustbelistedintheDirectoryofServices.3.9AIRPORT,STATION&HARBORREPRESENTATION3.9.1Ifthehotelhasapermanentairport,stationorharborrepresentation/desk,thentherepresentativeorhotelemployeemustbehighlyvisibleinaBrand-approveduniform.3.9.2Whenpossible,airport,stationorharborpermanentrepresentationmustbemanagedbythehotelandmustnotbeoutsourcedtoathirdparty.3.9.3Servicesprovidedmustbeincompliancewithlocalairport,stationorharborauthorityprotocols.3.9.4Airline,stationorharborregistration,luggagehandlingandwhereapplicable,assistancewithcustomsclearancemustbeprovidedtodepartinghotelguests.3.9.5Thearrivingguestmustbeacknowledgedatthegateorwithin30secondsofpassingthroughcustoms.3.9.6Whereapplicable,arrivingguestsmustbeassistedretrievingluggagefromtheluggagebelt,clearingcustomsandobtainingvisas.3.9.7Thedriverorhotelemployeemustbewaiting10minutesbeforetheappointedtime.3.9.8ThedriverorhotelemployeemustbeidentifiablewithsignagethatisBrand-approvedandincompliancewithlocalairport,stationorharborauthorityprotocols.MAY2008 CONRADHOTELS&RESORTSBRANDOPERATINGMANUALGuestroom4&bathroom CONRADHOTELS&RESORTSBRANDOPERATINGMANUAL4Guestroom&bathroom4.1GUESTROOM4.1.1Theterm“guestroom”whenusedinthisManualdesignatesasingleroommoduleconsistingofthesleepingareaanda4-fixturebathroom.4.1.2ThehotelmusthaveguestroomsequippedandplannedbyaBrand-approvedconsultantandsupplier.Manystates,municipalitiesandothergovernmentalentitieshavespecificlawsthatregulatetheequipmentin,andthecleaning,maintenanceandoperationof,guestrooms.Ownermustensurethattheguestroomandbathroomfacilitiesanditsemployeesandothercontractorscomplywithallapplicablelaws.4.1.3ThematerialsandfinishesusedintheguestroomandbathroomfacilitiesmustmeetthestandardsasoutlinedintheBrandDesignandConstructionManual.4.1.4.GuestroomequipmentandservicesmustcomplementorenhancetheBrand’sluxurypositioninginthemarketandbeapprovedbyBrandManagement.4.1.5.AllnewguestroomsorrenovationsofexistingguestroomsmusthavecompleteplansandspecificationsapprovedbytheBrandManagementandBrandDesignandConstructionpriortoorderingmaterialsorcommencingconstruction.4.1.6Iftheguestroomcleaningand/ormaintenanceareoutsourcedtoathird-partyoperator,thecleaningandmaintenanceoperatormustcomplywithallphysical,cleanlinessandServiceDeliveryStandardsandissubjecttoperiodicQAinspection.Thehotelisresponsibleforensuringcompliance.Non-compliancewithBrandstandardsbyathird-partyoperatorconstitutesnon-compliancebytheOwner.4.1.7Subjecttospecificanalysis,atleast10%ofguestroomsmustbeconnectingand10%mustbesuites.4.1.8Nomorethan20%oftotalguestroomcountmaybedesignatedassmokingrooms;thehotelmustbecompletelynon-smokingifrequiredbyapplicablelaw.4.1.9Guestroomsmustbedesignedandequippedwithadditionalfurniture,fixturesandequipmenttoprovidecontemporaryandcomfortablesurroundingsforbusinesstravelers:(a)Spaciousworkdeskwithatleast2poweroutlets(onelocalstandardandoneuniversal)(b)Comfortableworkchair(c)Wiredandwirelesshigh-speedInternetaccess4.1.10Guestroomsmustbedesignedandequippedwithadditionalfurniture,fixturesandequipmenttoprovidecontemporaryandcomfortablesurroundingsforrelaxationandleisure:(a)Ottoman,loungechair,floorlamp,framedmirror,piecesoforiginalartwork(limitedseriespreferred)(b)Onecoffee/sidetabletouseforcomfortablein-roomdining4.2GUESTROOMSERVICES4.2.1AllguestroomsandbathroomsmustbeservicedtwicedailypertheServiceDeliveryStandards.4.2.2Thehotelmustimplementanddocumentthefollowing:(a)Mattresslabelingandturningschedule,minimumfrequencyevery3months(b)Inspection/deep-cleaningscheduleforallguestrooms,minimumfrequencyevery3months(c)Guestroominspectionandblack-lightinspectionprogram.Theblack-lightinspectionprogrammustbeusedtoinspectbathroomsandguestroomsaspartofthedeep-cleaningcyclesetabove.4.2.3Thehotelmustmaintaincompleterecordsofallguestroomandbathroomcleaningandturningschedules.4.2.4Allduvets,comforters,pillowsandotherdecorativefeaturesmustbecleanedregularly.4.3GUESTROOMINSPECTION4.3.1Anyhotelguestroomplaced“OutofOrder”mustbecleanedandinspectedpriortobeingmadeavailableforoccupancy.4.3.2AHousekeepingemployeemustinspecteveryguestroompriortoreleaseforoccupancy.MAY2008 CONRADHOTELS&RESORTSBRANDOPERATINGMANUAL4Guestroom&bathroom4.4GUESTROOM&BATHROOMAMENITIES4.4.1GuestroomandbathroomamenitiesrepresentthefinestqualityproductsandareselectedforConradguests’personalcomfortandconvenience.4.4.2Guestamenitiesmustbepresentedinanextraordinarymanner,depictingthelocalcultureandflavor.4.4.3ThehotelmustuseamenityitemsandsuppliesinguestroomsandbathroomsthattheBrandmayspecifyfromtimetotime.TheitemsandsuppliescurrentlyspecifiedbytheBrandaresetforthinthisdocument.4.4.4ThecompletelineofBrand-approvedguestbathroomamenitysuppliesmustbeused-nosubstitutionsordeletionsareallowed.4.4.5AllguestbathroomamenitiesmustbepurchasedfromaBrand-approvedsupplierandconformtotheBrandIdentityManualstandards.4.4.6Brand-approvedlinenandtowelproductsmustbeusedinallguestroomsandbathroomsinquantitiesasdesignatedbytheBrand.4.4.7Thehotelmustmaintainaparof4foralllinenandtowelproducts.4.4.8ThehotelmustconformtotheBrandIdentityManualforallsupplies.4.5GUESTROOMFURNISHINGS(Exceptwherenoted,oneeachofthefollowinglisteditemsisrequired.)4.5.1Allguestroomentrances/doorsmustbeinas-newcondition,freeofclutterandhanging-bags,andmusthave:(a)Quality,wall-mounted(paper,document)holder,whereapplicable(b)Brand-approvedelectroniclock(c)Tamper-proof,180-degreeone-wayviewer(d)“Secur-A-Latch”forallentrancesandconnectingdoors(e)Doorbellwith“ServiceRoom/Privacy”externalelectronicnotificationandinternalactivationswitch(f)Lightingmasterswitch(g)“BreakfastOrder”doorhangercardasperBrandIdentityManual(h)“Privacy”doorhangercardasperBrandIdentityManual(ifthereisnoelectronicdisplay)(i)“AnimalCompanioninRoom”notificationdoorhangersignasperBrandIdentityManualtobeusedandprovided,whereapplicable.(SeeSection5.4.11)4.5.2Allguestroomsmustprovideanenclosedandwalk-in(preferred)clotheshangingspacewithafixedluggagebenchthatincludesthefollowingBrand-approvedamenities:(a)Woodenshoehorn(b)Woodenclothesbrush(c)Clothshoemitt(d)Shoeshineservicebasketortray(e)Laundry/drycleaningclothbagorbasketforcollectionanddelivery(f)2laundrylists(pricinglistmaynotdistinguishbetweengenders,ratherpricingmustbebasedontypeofgarment)asperBrandIdentityManual(g)Wooden/leatherstrap,portablesuitcaserack(inadditiontoin-roomottomanorfixedluggagebench,ifprovided)(h)In-roomelectroniclaptopsafewithoutpoweroutlet(i)Extradownblanketorwoolenthrowand1extrapillow(fiber),withpillowprotectorandpillowcase,storedinaclearprotectivebag(j)Hairdryer,inhangingbag(1875wattpower/multi-speed/multi-voltage)(k)2pairsofbranded,wrappedslippers(l)2brandedshoppingbags(m)8qualitywoodentrouserhangers(n)8qualitywoodenskirthangers(o)3satinpaddedshirthangersMAY2008 CONRADHOTELS&RESORTSBRANDOPERATINGMANUAL4Guestroom&bathroom4.5.3Allguestroomsmustprovideawritingdeskorworkspacewithsuitableseatingperguestroomarea.Thedesk/workspacetopwillbeclutterfreeandonlydisplaythefollowingBrand-approveditemsincleanandas-newcondition:(a)Desklight(b)Conradcalendar(c)Clutterdroptray(d)Messagepadwithapprovedpen(e)HighspeedInternetcableholder(f)Fire-retardantwastebasket(g)Dual-linedeskspeakerphonewithconferencecall,mute,holdandvolumecontrolfunctions,withprinteddialinginstructionsontemplateand5callingbuttonsand1defaultmessageretrievalbuttonasspecifiedintheTechnologysectionofthisManual(h)Open“BreakfastOrder”doorhangercardwithpenduringeveningservice4.5.4ThewritingdeskorworkspacedrawermustcontainthefollowingBrand-approveditemsincleanandas-newcondition:(a)Brandedstationery,including:(i)“InResidence”guestletterhead(2sheets)(ii)“InResidence”DLguestenvelope(2pieces)(iii)“InResidence”guestnotecardwithenvelope(2sets)(iv)Conradpostcard(2pieces)(v)PenwithConradlogo(b)DirectoryofServices(canalsobeplacedoncoffee/sidetable)(c)Connoisseur-styleIn-RoomDiningMenu(canalsobeplacedoncoffee/sidetable)4.5.5Allguestroomsmustprovide2bedsidetablesand1coffee/sidetable.Thebedsidetabletopsmustbeclutterfreeandfurnishedwithonlythefollowingitems,incleanandas-newcondition:(a)Lampswithvariabledimmingformood,ambienceandreading(oneoneachside)(b)Lightingmasterswitchforcontrolofalllights(oneoneachside)(c)Brand-approvedradioalarmclock(underdevelopment)(d)Brand-approvedbedsidedual-linetelephonesetwithmute,holdandvolumecontrolfunction,printeddialinginstructionsontemplateand5callingbuttonsandonedefaultmessageretrievalbuttonasspecifiedintheTechnologysectionofthisManual(e)Brand-approvedmessagepadwithBrandapprovedpen(f)Telephonechargesdirectory(whererequired)(g)Complimentarybottle(s)(17fluidoz./500ml.)ofmineralwater,drinkingglass(es),fabriccoaster(s)asperoccupancyduringeveningserviceThebedsidetabledrawer(s)willholdthefollowing,incleanandas-newcondition:(a)CopyofBeMyGuest(b)Prayerbook(optionalandasculturallyappropriate)Thebedsideandcoffee/sidetabletopswillaccommodate,incleanandinas-newcondition:(a)Ashtrayandmatches,ifapplicable(b)2qualityreadingmaterialswithbroadappealtotravelorlocalintereststhemes(c)ConradConnoisseurmagazine,currentpublication(d)ConradWorldwideDirectory(e)Televisionremotecontroland,ifprinted,aTVchannelmenu,duringeveningservice4.5.6.Allguestroomsmustprovideonehospitalityunitperguestroomarea(unitmaybepartofTVchest)with:(a)Under-counterBrand-approved1.41cubicft./40L.(minimum)refrigeratedpersonalbar,wellstockedwithaselectionofinnovative,qualityandpremiumproducts,snacks,drinksandalcoholicbeverages,whereallowedbylaw(b)Amenitiessuchascocktailswizzlesticks,clothnapkins,coasters,aselectionof2rocks/tumblers,2highballand2wineglasses,allincleanandas-newcondition(c)Brand-approvedcleanandinas-newconditioniceholderandtongs(d)Brand-approveddrinklistholder(e)SinglecupBrand-approved“Nespresso”automaticcoffeemaker,including:(i)6Nespressosinglepodcoffeeselectionof2“lungos,”2decaffeinatedand2EspressoinasingleNespressocontainerbox.Additionalcoffeepodsmaybesoldinthepersonalbar.(ii)Porcelaincontainerholdingaselectionof2brownsugar,2whitesugarand2artificialsweetenerpacketswith2shelf-stableliquidcreamers(iii)Quality,stainlesssteelorequivalent,27fluidoz./0.8L.capacitycordlessautomatickettle(iv)Selectionofquality3Indiantypeand2Chinatypeofblend/varietyblack/greenleafteabags(v)2Brand-approvedporcelaincoffee/teacups(5.7fluidoz./17cl.)withsaucer,2metalspoonsand/or2porcelainmugs(8.5fluidoz./25cl.)orespressocups(2fluidoz./6cl.),allincleanandas-newcondition(f)Brand-approved37”/94cmLCDHDflat-screenTV(g)Brand-approved“Mediahub”multimediaconnectionpanelMAY2008 CONRADHOTELS&RESORTSBRANDOPERATINGMANUAL4Guestroom&bathroom4.5.7Inaddition,thefollowingin-roomequipmentmustbeavailableonrequest:(a)Brand-approvedbathroomscale(inallpremiumaccommodationsandsuites)(b)Brand-approvedironandironingboardinas-newcondition.(Theironingboardmustbeofstandardsize,coveredandpadded.Ironandboardmustbeinstalledandpreparedforuseonguestbehalfondelivery,andwaterremovedfromtheirononcollection.)Theironmusthavethefollowingfeatures:(i)Teflonbottom(ii)Autoshutoff(iii)Steamoption(c)Transformers(220vto110v)andadapters(d)Handsteampress(e)iPod®speakerdockingstation(f)Facsimilemachine,laptopcomputer,in-roomfitnessorPilatesequipment4.6.BEDDINGSPECIFICATIONS4.6.1Thehotelmustequipandmaintainitsguestroomstomeetthebeddingspecificationsoutlinedbelow.NodeviationsfromthesespecificationswillbeallowedwithoutpriorapprovalfromBrandManagement.(a)SertaPerfectSleeper®SuiteDreamsis“theBed”availableinthehotels.BedTypeWidthLengthFull4.6ft./1400mm6.56ft./2000mmQueen5.2ft./1600mm6.56ft./2000mmKing5.9ft./1800mm6.56ft./2000mmPresidential6.56ft./2000mm6.56ft./2000mm(b)Mattress:Warranty5/10years(prorated)Springunit752posturespirals®14-gaugecontinuouswireunit6-gaugeborderwirePosturizedcenterthirdDualPosture®edgeInsulatorFireblocker™insulatorpadUpholsteryINS#1SertapadFill:3/8”/9.65cmpolyurethanefoamQuiltedpanelToplayer:contourcomfortquiltFill:3/8”/9.65cmzonedconvolutedfoamBattBodyLoft(antimicrobial)BorderMulti-needlequiltedCoveroptionsBurlingtonCreamSnowTreatedtopassNFPA701TurnlabelsYes(c)FoundationBoxsprings,ifapplicable:Springunit44212-gaugecontinuouswireunit6-gaugeborderwirePosturizedcenterthirdReinforcededgesupportInsulatorHeavy-dutyfiberpadCoverNonskidtopBorderSameasmattressMAY2008 CONRADHOTELS&RESORTSBRANDOPERATINGMANUAL4Guestroom&bathroom4.6.2DownPillowandDuvetSpecificationsThehotelmustequipandmaintainitsguestroomstomeetthepillowandduvetspecificationsoutlinedbelow.NodeviationsfromthesespecificationswillbeallowedwithoutpriorapprovalfromBrandManagement.(a)ThePacificCoastFeatherCompanylineofproductsis“theFeatherGoods”availableinthehotel.ItemApproxSizeFillQntConstructionweightperCmInchesbedBedpillow50x6620x2628.8oz./0.8kg.2Outerchamber:STDHyperclean™down/500fillpowerInnerchamber:smallwholefeathers,75%feathers/25%Bedpillow50x9120x3641oz./1.16kg.4downKingTick:BarrierWeave™,230threadcount,100%cotton,white.PillowinapillowconstructionQntperroomFiberpillow50x6620x2624oz./0.7kg.1Trilliumblownfibers,highlyslickened.Tick:230threadcount,100%cotton,whiteQntperbedDuvet224x23088x9035oz./1.0kg.1Hyperclean™greyduckQueen/fulldown,550fillpowerTick:BarrierWeave™,Duvet264x226104x8943oz./1.2kg.1260threadcount,King100%cotton,whiteConstruction:15”sewn-Featherbed140x20054x8011oz./0.31kg.1throughboxw/patentedtopperFullcomfortlockborderFeatherbed160x20060x8012oz./0.34kg.Hyperclean™SmallWholetopper1WhiteGooseFeathersQueenTick:BarrierWeave™,230threadcount,100%cotton,whiteFeatherbed190x20076x8015.5oz./1Construction:Horizontaltopper0.44kg.sewn-throughchannelsKingw/alternatingverticalcrosssewingItemConstructionPillowprotector300threadcount,100%cotton,closedbynylonzipperFeatherbed200threadcount,100%cotton,plainwovenbothtopandbottom,closedbyprotectornylonzipper4.6.3PillowMenuSpecificationsThehotelmustprovideaselectionofsoft,mediumandfirmpillowstosuitguestrequirements,withdown,feather,naturalandfiberfilling.(a)Additionallocal,traditional,bodyandnursingpillowproductsmustbeoffered.(b)Adescriptionofthe“PillowMenu”servicesmustbelistedintheDirectoryofServices.MAY2008 CONRADHOTELS&RESORTSBRANDOPERATINGMANUAL4Guestroom&bathroom4.6.4.LinenSpecificationsThehotelmustequipandmaintainitsguestroomstomeetthelinenspecificationsoutlinedbelow.NodeviationsfromthesespecificationswillbeallowedwithoutpriorapprovalofBrandManagement.(a)AnichiniGuestBedroomlinenis“theLinen”availableinthehotel.ItemApproxSizeConstructionCmInchesPillowcaseStandard55x9021x34Raso360casewithsideopeningPillowcaseKing55x10121x40Raso360casewithsideopeningPillowcaseStandard50x9021x34Raso360bodywithsidehemborderIntreccioPillowcaseStandard55x10121x40Raso360bodywithsidehemborderIntreccioFlatsheetXLFull240x30594x120Raso360,3”/7.6cm.tophem1”/2.5cm.bottomhemFlatsheetXLQueen280x305110x120Raso360,3”/7.6cm.tophem1”/2.5cm.bottomhemFlatsheetXLKing300x315118x124Raso360,3”/7.6cm.tophem1”/2.5cm.bottomhemDuvetCoverQueen220x22086x86Intrecciosackstyle,18”/46cm.pocketflapDuvetCoverKing265x230104x90Intrecciosackstyle,18”/46cm.pocketflapIntreccio:AllovercontemporaryjacquardRaso360:Alloverplainsateenweave100%MacoEgyptiancotton100%MacoEgyptiancottonColor:WhiteColor:White496threadcountwithtwistedwarp284threadcountwithtwistedwarpMAY2008 CONRADHOTELS&RESORTSBRANDOPERATINGMANUAL4Guestroom&bathroom4.7GUESTBATHROOMAMENITIES&ACCESSORIES4.7.1ThehotelmustsatisfytheamenityandsupplyrequirementsinthisManual.4.7.2Thehotelmustofferacompletelineofdesigner,Brand-approvedproductsinthebathroom.4.7.3AccaKappa“WhiteMoss”bathroomrangeis“theAmenity”availableinthehotel(premiumaccommodationsandsuitesmustofferoneeachofthefollowingitems,and2.5fluidoz./75ml.containersof(c)to(f)below):(a)3.5oz./100g.largebathsoap(b)1.76oz./50g.handsoapforeachadditionalwashingfixture(c)1.7fluidoz./50ml.hairshampoo(d)1.7fluidoz./50ml.hairconditioner(separatefromshampoo)(e)1.7fluidoz/50ml.bath/showergel,creamorfoam(f)1.7fluidoz../50ml.moisturizerorlotion(g)1.5fluidoz./45ml.mouthwash4.7.4.Hotelguestbathroomsmustprovidequalityadditionalamenitiesinas-newcondition,whereapplicable,includingoneeachofthefollowingitems(exceptwherenoted):(a)Closedcontainerholding:(i)4wrappedcottonbuds(ii)4wrappedcottonpads(iii)2wrappeddentalflossingtools(b)Packagedtoothbrushandtoothpaste(c)Wrappedshowercap(d)BoxofKleenex®tissues,withqualitycover(e)2Brand-approvedterrycottonbathrobesand/oryukatas/sarongs(f)Fog-freebathroommirrorand1wall-mountedorfreestandinglightedshaving/make-upmirror(g)14”/35cmwaterproofLCDTVscreen(canbebuiltintothemainmirrorasamirrorscreen)(h)Phoneextension(i)Wastebasket(j)Hamperforusedtowels(k)Flowervase(l)Decorativebathroomrug(m)Originalartwork,whereapplicable4.8.BATHROOMTERRYSPECIFICATIONAnichiniterryis“theTerry”availableinthehotel.WHITECHECKPATTERN-100%COTTONItemApproxSizeConstructionQuantityperroomCmInchesWashcloth33x3313x1323oz./650g.3Handtowel40x7516x3023oz./650g.3Bathsheet90x17035x6623oz./650g.4Bathmat50x9019x3528.57oz./810g.1Non-AnichiniBathrug50x9019x35100%cotton1Faceweight:20oz/0.56kg.Pileheight:3.8”/9.65cm.CushionduckbackingORQualitydecorativerug(asperinteriordesign)Remarks:NotbrandedWHITE-100%COTTONItemSizeConstructionConstructionTerrycottonBathrobesS/M/XL17.6oz/500g.2Remarks:LogoasperBrandIdentityManual/tone-on-tonestitchingMAY2008 CONRADHOTELS&RESORTSBRANDOPERATINGMANUAL4Guestroom&bathroom4.9BATHROOM,ADDITIONALCOMPLIMENTARYITEMS4.9.1Thehotelmusthavethefollowingqualitycomplimentaryitemsavailable(whereapplicable)inas-newcondition,uponguestrequest,andatleastfrom(a)to(d)inallpremiumaccommodationsandsuitesandallorpartthereofforSpecialGuests.(a)Pre-threadedsewingkit(b)Comb(c)Loofahpad(d)Emeryboard(e)Deodorant(f)Hairlotion/gel(g)Shavinggel/foamandrazor(h)Travelsizefirst-aidkit(i)Lipbalm/moisturizer(j)Ladies’set(k)Vanitykit(l)YoungerGuestkit(m)Overnightbaby,ladies’andgentlemen’semergencysupplies,compiledwithsupplierpre-packagedamenitiesbythehotel,asperguestrequirements4.10BABYORYOUNGERGUESTS4.10.1Thehotelmustinquirewitheachreservationindicatingachild,iftheguestneedsababycrib(complimentary)inplacepriortoarrival.4.10.2Thestandardcribsetupincludesaqualitygifttoy,mattresspadandasecondsetofappropriatelysizedsheets.4.10.3Thecribmustbeofsuperiorandluxuriousqualityinitsmakingandcomposition,providedwithqualitylinenandthehighestmattressstandards,allinas-newcondition.4.10.4ThehotelbabycribmustcomplywiththefollowingBrandOperatingStandards:(a)Woodenframe:(i)Cribhasnotbeenrecalledandisinas-newcondition.(ii)Slatsare23/8”/6cmapartorless.(iii)Slatsarenotmissing,loose,crackedorsplintered.(iv)A4”/10cmthickmattressfitstightlyintocrib.(v)Cornerpostsare1/16”/1.5mmhighorlessandfittedwithpaddedbumpers.(vi)Mattressiscoveredwithacribspecificdeep-pocketed,well-fittingsheet.(vii)Nopillows,comforters,stuffedanimalsorotheritemsmaybeinthecrib.(viii)Allreplacementsmustmeetapplicablelaw.(b)Meshcribsandplayyards:(i)Meshcrib/playyardhasnotbeenrecalled.(ii)Meshislessthan1/4”/6mminsize.(iii)Meshisinas-newcondition.(iv)Meshissecurelyattachedtothetoprailandfloorplate.(v)Mattressiscoveredwithawell-fittingcribsheet(neveruseadultsheets).(vi)Nopillows,comforters,stuffedanimalsorotheritemsmaybeinthemeshcrib/playyard.(vii)Allreplacementsmustmeetapplicablelaw.4.11IN-ROOMENTERTAINMENT-TELEVISION4.11.1SeeSection12.10forTVequipmentBrandOperatingStandards.4.11.2Allguestroomsmustofferaccesstoaselectionofprogramsthatmeetsthehotel’scustomerbase.4.11.3Thedistributionofchannelsmustbeinbalancebetweenalllocalavailablecommercialbroadcastingchannelsand:(a)Aselectionofatleast4premium,24-hourinternationalnewschannelssuchasCNN,CNBC,Bloomberg,BBCWorldornationalequivalent,dependingoncustomerexpectationsandneeds(b)Aselectionofatleast4entertainmentchannelssuchasHistoryChannel,GolfChannel,FoodChannel,DiscoveryChannel,ComedyChannel,MTV,Nickelodeon,AnimalPlanet,FoxFamilyChannelorequivalent(c)Aselectionofatleast2free-viewmoviechannels4.11.4Thehotelmustbeawareoffuturechangesinthebroadcastingtechnologyandbepreparedtoswitchtohigh-definitionbroadcastingwhenitbecomesavailable.MAY2008 CONRADHOTELS&RESORTSBRANDOPERATINGMANUAL4Guestroom&bathroom4.11.5AllguestroomsmustbeequippedwithoneremotecontrolperTV.Remotecontrolsmustbeclean,inas-newconditionandusablefromvariousanglesoftheroom.4.11.6TVchannelsmustbearrangedbygenre,withinternationalchannelsproceedinglocalchannelswithineachgenre.Firstgenreinlistingsisinternationalnews.ATVchannelguidemustbeavailableonscreenand/orinaprintedformatindicatinglanguageandbroadcastingcountryorigin.4.11.7Thetimetochangefromonechanneltothenextmustnotexceedonesecond.4.12IN-ROOMENTERTAINMENT-MULTIMEDIACONNECTIONPANEL/HUB4.12.1Allguestroomsmustbeequippedwithonemultimediaconnectionpanel/hubperTVunit.(SeeSection12.11)4.13IN-ROOMENTERTAINMENT-SOUNDSYSTEM4.13.1AllguestroomsmustbeequippedwithaBrand-approvedDVD/CDplayer.4.13.2AllsuitesandpremiumaccommodationsmustbeequippedwithaBrand-approvedhomecinemasurroundsoundsystem.4.13.3AllguestroomsmustbeequippedwithoneremotecontrolperDVD/CDplayer(ideallyoneall-in-oneremoteforallaudiovisualequipment).Remotecontrolsmustbeclean,inas-newconditionandusablefromvariousanglesoftheroom.4.14IN-ROOMENTERTAINMENT-RADIO(underdevelopment)4.14.1AllguestroomsmustbeequippedwithoneInternetdigitalaudiobroadcasting(DAB)radioalarmclockconnectedtoaLANnetworkovera“burstablebandwith”InternetISPconnection.4.14.2TheConradDABInternetradioisaradioalarmclockofferingaccesstoover6,500Internetradiochannels,plug-and-playMP3connection,analarmclock/snoozefunctionandanautomaticclock,alarmandradiosettingandrestorefunction.MAY2008 CONRADHOTELS&RESORTSBRANDOPERATINGMANUALOtherguestareas5&services CONRADHOTELS&RESORTSBRANDOPERATINGMANUAL5Otherguestareas&services5.1EXTERNALANDPUBLICSPACES5.1.1Exteriorandinteriorlandscapingmustbemaintainedinahigh-qualityandoriginalstyle.5.1.2Walkwaysmustbeingoodrepairandfreeofdebris.5.1.3Walkwaylightingmustbeingoodworkingorder.Outdoorlightingmustbelitfromdusktodawnorasdesignatedbyapplicablelaw,andpreferablycontrolledbyanautomatictimer.5.1.4Thehotelmustimplementandmaintainthefollowing:(a)Exteriorgroundsinspectionprogram(b)Dailypublicspacecleaningprogram(c)Publicspacepreventivemaintenanceprogramandgeneraldeep-cleaningcycle5.1.5ThehotelmustcompleteapublicspacecleaningchecklistrequiredbytheBrand.5.1.6Thehotelmustmaintaincompleterecordsofitsinspectionsandcleaningofpublicspacesatthehotel.5.1.7Majorcleaningactivities,suchaspolishinglobbysurfacesorcleaningrestaurantsandcarpetsmusttakeplaceduringthenighttominimizeinconveniencetoguests.5.1.8ThedailypublicspacecleaningprogrammustincludecleaningofallHeartofHouseareas(kitchen,storageareas,offices,etc.).5.1.9Housekeepingsuppliesandequipmentmustalwaysbeneatlyarrangedandappearcleanandwellorganized.5.1.10Operatingequipmentsuchasvacuumcleanersmustnotbeleftunattended.Cords,wetfloorsandotherhazardsmustnotbeleftexposedtoguestsunlesswarningdevicesarepresent.5.1.11Allpublicrestroomsmustbetidyandfreshatalltimesandincludeanamplestockofcottonhandtowelsandself-standingorwall-mountedAccaKappaliquidsoap/handlotiondispensers.5.1.12Signaturefloraldesignsmustbeondisplaythroughoutthehotel-theymustberefresheddailyandchangedweekly.5.2PARKINGANDGARAGE5.2.1ThehotelmusthaveparkingorgaragefacilitiesequippedandplannedbyaBrand-approvedconsultantandsupplier.Manystates,municipalitiesandothergovernmentalentitieshavespecificlawsthatregulatetheoperationofparkingandgarages.Ownermustensurethattheparkingand/orgarageanditshotelemployeesandothercontractorscomplywithallapplicablelaws.5.2.2Iftheparking,valetparkingorgaragefacilitiesareoutsourcedtoathird-partyoperator,theoperatormustcomplywithallphysical,cleanlinessandservicestandardsandissubjecttoperiodicQAinspection.Thehotelisresponsibleforensuringcompliance.Non-compliancewithBrandStandardsbyathird-partyoperatorwillconstitutenon-compliancebytheOwner.5.2.3ThematerialsandfinishesusedmustmeettheminimumstandardsasoutlinedintheDesignandConstructionManual.5.2.4Allnewparkingand/orgaragefacilitiesorrenovationsofexistingfacilitiesmusthavecompleteplansandspecificationsapprovedbytheBrandDesignandConstructionpriortoorderingmaterialsorcommencingconstruction.5.2.5Thehotelorthirdpartymustoffervaletparkingservicedailyattimesdictatedbylocalpracticeandhotelevents.5.2.6Thehotelorthirdpartymustmaintainmaximumpricingintegrityascomparedwiththelocalmarketforvaletparkingcharges.5.2.7Thehotelorthirdpartymustcomplywithapplicablesecurityandinsurancerequirements.5.2.8ThehotelmustprovideguestparkingspacesasrequiredbytheDesignandConstructionStandards.5.2.9Parkingspacesmustbeeasilyaccessiblefromthehotel(onpremises,offpremisesorbyathirdparty).MAY2008 CONRADHOTELS&RESORTSBRANDOPERATINGMANUAL5Otherguestareas&services5.2.10Thehotelparkingfacilitymust:(a)Haveclear,concise,postedsignagethatindicatesthefollowing:entrance,exit,parkingcirculation,heightlimitations,instructions,parkingrates,waiversandinternalhoteldestinations(b)Allowaguesttochargeparkingfeestotheirhotelbill(c)Becleanandfreeoflitterordebris(d)Haveonlyselectedandauthorizedadvertisingdisplaysandbillboards,approvedbyBrandManagement(e)Bewelllitandregularlypatrolled,orcamerasmustbeinstalled,forsecurityreasons(f)Haveinstructionalsignageandliabilitywaiversignagethatcomplieswithapplicablelaws(g)Havesignageclearlyvisibleandclearlypostedthroughouttheparkingarea(h)Haveasuitablepercentageofparkingbaysallocatedforvehiclesconveyingdisabledguests5.3GUESTSERVICEVEHICLES5.3.1AllhotelvehiclesusedforguesttransportmustbeBrand-approvedluxuryvehiclesanddisplaytheappropriateConradidentityasspecifiedintheBrandIdentityGuidelines.5.3.2ABrand-approvedcommunicationtoolsystemmustbeavailableinallhotelvehiclesforcommunicationwiththehotel.Allcommunicationsmustbemadeincompliancewithlocallaws.5.3.3Allhotelvehiclesusedforguesttransportmustbeclean,wellmaintainedandofsimilarorbetterstandardscomparedwithvehiclesusedbycompetitorhotelsinthearea.5.3.4Anon-smokingpolicyisapplicabletoallhotelvehicles;driversmustrefrainfromsmokingwhileonduty.5.3.5Allhotelvehicledriversmustweartheirseatbelts,complywithallapplicablelawsandgivetheirfullattentiontodrivingthevehicle.5.3.6VehicledriversmustwearBrand-approveddresscodeuniformsandnamebadges.Incasethisserviceisoutsourcedtoathirdparty,thedresscodeisaminimumapplicablestandard.5.3.7Allhotelvehicledriversmustmaintainacurrentandvaliddriver’slicenseissuedbytheapplicablegovernmentalauthorityinwhichthehotelislocatedandthatlegallyallowsthemtodrivethetypeofcommercialvehicle(s)thehotelusesforguesttransport.5.3.8ThehotelmustmaintainrecordsofcompliancewithSections5.3.5to5.3.7inthehotelemployee’spersonnelfile(suchasaphotocopyoftheirdriver’slicense).5.3.9Vehiclesmustbeinspectedatleastdaily,ormorefrequentlyifrequiredbyapplicablelaw,toensurethevehicleisingood,safeworkingorder.5.3.10Allvehiclesmusthavetherequiredtestcertificationsanddocumentationandbefitfortheirintendedpurpose.5.3.11Allvehiclesanddriversmustbefullyinsured.5.4SERVICEANIMALSANDPETSINTHEHOTEL5.4.1“Serviceanimals”arenotpets.AserviceanimalisdefinedbytheAmericanswithDisabilitiesAct(ADA)asanyguidedog,signaldog,orotheranimalindividuallytrainedtoprovideassistancetoanindividualwithadisability.Serviceanimalsdonothavetowearavestoratag,anddonothavetobelicensedorcertifiedbyastateorlocalgovernment.Serviceanimalsperformsomeofthefunctionsandtasksthattheindividualwithadisabilitycannotperformwithoutassistance.5.4.2Thehotelmustaccommodatedisabledpersonstravelingwithaserviceanimalonthesametermsandconditionsasanyotherguest.Thehotelmaynottreattheserviceanimalasapet,requireasecuritydepositfortheserviceanimal,chargeacleaningoranyotherfeefortheserviceanimal(otherthanfordamageactuallycausedbytheserviceanimal),requiretheguesttosignawaiveroranyotherdocumentorotherwiseimposeanyrules,charges,orconditionsspecifictotheuseofaserviceanimal.Thehotelmustmakethesameroominventory,facilitiesandpublicspacesavailabletoguestswithserviceanimalsasforanyotherguest.MAY2008 CONRADHOTELS&RESORTSBRANDOPERATINGMANUAL5Otherguestareas&services5.4.3Thehotelmustallowpetstoaccompanyguestsintheirguestrooms,ifallowedby,andinaccordancewith,applicablelaw.A“pet”isdefinedasadomesticateddogorcat.Themaximumweightofa“pet”islimitedto75lbs/34kg.Petsexceedingthislimitareonlyacceptedatthediscretionofthehotel’sGeneralManager.Nomorethan2petsarepermittedperguestroom.5.4.4Exceptasprohibitedbyapplicablelaw,thehotelmustdesignatepet-friendlypublicareas.Nopetsarepermittedinfoodandbeverageoutlets.Allpetsmustbeeitherenclosedinpetcarriersorrestrainedonaleashatalltimes.5.4.5Thehotelmaynotdifferentiateroomtypeaccommodationpricingbasedsolelyonthepet-friendlyattribute(e.g.pricingaStandardKingpet-friendlyroomaccommodationtypeatapremiumoratadiscounttoaStandardKingroomaccommodationtype).Pricingparitymustbemaintainedforallcomparableroomtypeaccommodations.Pet-friendlyroomsmaybelocatedinanareaofthehoteltoeasilyaccommodateentrance/exitfor“walks”;however,theseroomsmayinnoothermannerbeperceivedasinferiortosimilarroomtypes.5.4.6Adeep-cleaningprogrammustbeinplaceforpet-friendlyaccommodations.Thedeep-cleaningprogrammustoccuraftereachgueststaywithapetorserviceanimalandincludedraperycleaning,carpetcleaning,sanitizingofallwallsandFF&E,anddeepcleaningofallsoftseating.Deep-cleaningdocumentationmustbemaintainedforsixmonths.5.4.7Allcrockeryandglasswareinaroomthatapet/serviceanimalwasinmustbecleanedinadishwashermachine.5.4.8Guestswhohaveindicatedwhilemakingareservationtheirintentiontobringtheirpet/serviceanimalmustreceivea“petamenity”intheirroom.Thepetamenitymustconsistofthefollowing:(a)In-RoomDiningMenuforpets(withdogcookies,warmandcoldfood,etc.)(b)Playtoyforpet5.4.9Awaterbowlmustbeplacedinguestroomswithapet/serviceanimal.5.4.10TheConciergemusthaveinformationaboutpetcare,lodgingandgroomingserviceproviders.5.4.11Thehotelmusthaveapracticetoinformhotelemployeeswhomightaccesstheguestroomthatananimalisintheroom(i.e.,provide“AnimalCompanioninRoom”doorhangersignage)tobeusedbyguestswhenleavinganimalunattended.5.4.12Areasonablecleaningfeemaybeaddedtotheroomfoliopriortoguestdeparture.5.4.13ThehotelmuststateonallConradbrandwebsiteswhetherthehotelacceptspets,alongwithanydepositsorapplicablecleaningfees.5.4.14AdescriptionofpetservicesmustbelistedintheDirectoryofServices.5.524-HOURCONRADSERVICE5.5.1AllguestroomphonesmustbeprogrammedwithasingleConradServicebutton.5.5.2TheConradServicecallingcentermustbestaffedatalltimesbyoperatorswithagoodcommandofEnglishandotherlanguages,asrequired.5.5.3ConradServiceOperatorsmustcoverthefollowingfunctions:Level1(a)Hotlineforguestrequests(b)Engineeringcoordinator(c)Laundrycoordinator(d)Housekeepingcoordinator(e)FrontofficeagentLevel2(a)In-RoomDiningcoordinator(whereapplicable,adedicatedFoodandBeverageoperatormaybeused)5.5.4WhentheguestpressestheConradServicebutton,theOperatormustrespondaccordingtoServiceDeliveryStandards.MAY2008 CONRADHOTELS&RESORTSBRANDOPERATINGMANUAL5Otherguestareas&services5.5.5TheConradServiceOperatormustdocumentallguestrequestswiththefollowinginformation:(a)Guestname(b)Roomnumber(c)Request(d)Timeofcall5.5.6TheConradServiceOperatormustcontactemployeesinthedepartmentconcerneddirectly(throughadigitalenhancedcordlesstelecommunicationsphoneor2-wayradiosystem)andmustpasstheguestrequestonindetail.5.5.7Thedepartmentconcernedisgiven10to20minutestofulfillguestrequests.5.5.8TheConradServiceOperatormustbenotifiedwhentherequesthasbeenfulfilled.5.5.9TheConradServiceOperatormustkeepalogofthelengthoftimeittooktogettheguestrequestfulfilled.Dataanalysismustbedoneonamonthlybasis.5.5.10TheConradServiceOperatormustbeempoweredtoofferimmediatealternativesandsolutions.5.5.11TheConradServiceOperatormustcontacttheguesttoensureanyproblemhasbeenresolvedtotheguest’ssatisfaction.5.5.12TheConradServiceOperatormustalwaysinformtheManageronDutyifthereisaproblem;whennecessary,theManagermustfollowupwiththeguest.5.5.13AdescriptionoftheConradServiceislistedintheDirectoryofServices.5.6NEWSPAPERSERVICE5.6.1Thehotelmustofferthefollowing:(a)Achoiceofatleast3internationalEnglishand2locallanguagecomplimentarynewspapersinallloungesduringthedayandintheAll-DayDiningoutletduringbreakfasthours.TheEnglish-languagenewspapersmustbeselectedfromthefollowinglist:(i)FinancialTimes(ii)USAToday®(iii)InternationalHeraldTribune(iv)WallStreetJournal(b)A“Print-to-Order”newspaperdeliveryservicethroughaBrand-approvedsatellitenewspaperdistributor.5.6.2NewspaperrequestsorderedwithIn-RoomBreakfastmustbedeliveredfoldedinaBrand-approvedholderwiththebreakfastorder.5.6.3“Print-to-Order”newspaperdeliverymustbeasperguestpreference.5.6.4Newspapersmayhaveastickerontopoffirstpagewiththeweatherforecastforthatday.5.6.5Adescriptionofthe“Print-to-Order”serviceislistedintheDirectoryofServices.5.7YOUNGERGUESTS5.7.1Guestsbringingtheirchildrentothehotelortoahotelrestaurantmustbegivenspecialattentionandmoreattentivetreatment.5.7.2Forinfantsstayingwiththeirparents,thefollowingqualityamenitiesmustbeplacedintheguestroomuponarrival:(a)Babycrib(b)Babyshampooandbabysoap(inbathroom)(c)Basketwiththefollowing:(i)Babywipes,lotion,powder,sanitizingtablets,toy,bib,towels(ii)Child-safeelectricalsocketcovers(orchild-safeelectricalsocketcoversmustalreadybeinplacecoveringtheelectricalsocketsintheroom)(d)Bottlewarmers(availableuponrequest)MAY2008 CONRADHOTELS&RESORTSBRANDOPERATINGMANUAL5Otherguestareas&services5.7.3Forchildrenages1–12thefollowingqualityamenitiesmustbeplacedintheguestroomuponarrival:(a)Extrabedinroom(ifrequested)(b)Platewithcookiesandchilledmilkfortoddlers(c)In-RoomDiningYoungerGuestMenu(d)ConradYoungerGuestamenity(e)Children’ssizedbathrobe(f)Ifnotcurrentlyintheguestroom,YoungerGuestvideosandanaudiovisualplayerareavailablefreeofchargeattheConciergedesk5.7.4Restaurantsandloungesmusttakeextracareofparentswithchildren:(a)Amenitieslikehighchairsandplastic/smallplatesandtumblers/cupsmustbeprovideduponrequest(b)Coloringbooks(changedregularly)andcrayonsmustbedeliveredassoonasYoungerGuestsareseated(c)AspecialYoungerGuestMenumustbeprovided(d)ThekitchenmustbeinformedofYoungerGuestsintherestaurantsothattheycanbeservedfirstandwithoutdelay.5.7.5AdescriptionoftheservicesandfacilitiesforYoungerGuestsmustbelistedintheDirectoryofServices.5.8BABYSITTING5.8.1Allguestcontactemployeesmusthaveknowledgeoftheproceduresandavailabilityofbabysitters.5.8.2Attheguest’srequest,thehotelmayprovidebabysittingservices,eitherthroughanoutsideagencyor,ifanagencyisunavailable,thenthroughahotelemployeeorotherindividual,providedthefollowingrequirementsaresatisfied:(a)Withrespecttoanoutsideagency:(i)Thehotelmustgivetheguestachoiceofatleast2agencies(unlessonlyoneisavailable).Theseagenciesmustbebonded.Indicatetoguestthatthehotelisnotresponsibleforanyincidentthatmayoccur(ii)Thehotelmanagementmustchecktheagencyforrecordsandcredentialsregardingchoiceofbabysitters,safety,cleanliness,propertraining,reliabilityandhonestyofstaff(iii)AllbabysitterssentbytheagencymustreporttoReception(securityandswitchboardtobeinformed)beforegoingtotheroom,provideexpecteddurationoftheirserviceandreportagainwhenleavingthehotelpremises.Theguestmustthenbecontacted(nevergivetheguestroomnumbertothebabysitterwithoutguestauthorization)(iv)Thehotelmustrequireaholdharmlessagreementtobeexecutedbytheagencywithrespecttoclaimsarisingfromservicestohotelguests(v)Thehotelmustobtainfromtheagencyacopyofitscurrentinsurancecertificateevidencinginsurancecoveringbodilyinjury,propertydamageandpersonalinjury,intheamountofatleast$1,000,000peroccurrencewithnoexclusionforsexualmisconduct(b)Ifanoutsideagencyisnotavailable:(i)Thehotelmayprovidetheguestwithalistofhotelemployeesorothersforbabysittingserviceswhomthehotelhasinterviewedandinvestigated(ii)Thehotelmustmaintainfilesontheseindividuals,documentingtheirreferencesandguestexperiencesinusingthem(iii)Thehotelmustscreentheseindividualsfortheirlevelofproficiencyinchildcareandlanguageandconfirmthatanylicensureorcertificationthatmayberequiredbylaworlocalcustomiscurrent.Allindividualsmusthaveavalid,currentfirst-aidaccreditationcertificate(iv)AllhotelemployeesandothersassumingbabysittingdutymustreporttoReception/Security(switchboardmustbeinformed)upontakingtheirduties,andmustreportagainwhenthedutyisover(v)ThehotelmusthavegeneralliabilitycoveragemeetingtherequirementsofSection13-Administrative&IndirectServices,withnoexclusionforsexualmisconduct.5.8.3Anycomplaintsregardingagenciesorindividualbabysittersmustbeinvestigatedandmaintainedinthehotel’sfiles.Ifseriouscomplaintsaremadeandconfirmed,theindividualmustbestruckfromthehotel’sreferrallist.Agencieswithmultipleseriouscomplaintsmustalsobestricken.5.8.4Eachbabysittermustbeinformedofthetime,place,nameofguestsandage(s)ofchild(ren).5.8.5Thehotelmustprovidetrainingforbabysitters,whetherfromanagencyorotherwise,inhandlingdifficultsituations,fireandemergencies.MAY2008 CONRADHOTELS&RESORTSBRANDOPERATINGMANUAL5Otherguestareas&services5.8.6AdescriptionofthebabysittingservicesmustbelistedintheDirectoryofServices.5.8.7Thehotelmustconfirmtogueststhatpaymentandcontractaremadedirectlytoagency/babysitterandthatarrangementsregardingschedules,specialrequirementsofguest,feedingofchild,etc.,aretobemadedirectlywiththeagency/babysitter.Althoughthehotelmayallowtheguesttochargethebabysitter’sfeestotheirroom,thehotelmustmakeitcleartotheguestthatthebabysitterisnotactinginthecapacityofahotelemployee,butasanindependentcontractor.5.8.8Thehotelmustconfirmthatallindividualssentbytheagencyorotherwisehavepassedacriminalbackgroundcheck(currentandpreviouscountiesofresidence),includingacheckofthechildabuseindex.5.9GUESTSWITHDISABILITIES5.9.1Thehotelmustprovideadequatefacilitiesincompliancewithlocaldisabilitylegislation/lawsortheADA,whicheverhasthegreaternumberofspecificrequirements.5.9.2ThehoteldisabledfacilitiesspecificationsmustcomplywiththeBrandDesignandConstructionManualandfollowingBrandOperatingStandards.5.9.3Inallcontactwithguestswithdisabilities,hotelemployeesmust:(a)Displayaprofessionalattitude,withoutprejudice(b)Betrainedincomplyingwithapplicabledisabilitylaws(c)Explainfacilitiessuitedfortheparticulardisabilityoftheguestuponreservationandagainuponarrival(d)Confirmnecessaryspecialarrangementsuponarrival(e)Assistwherenecessarywithoutbeingobtrusive(f)Beawareofroomnumbersforguestswithdisabilities(g)Offerseamlessandhassle-freeservice(h)Giveprioritytoguestswithdisabilitiesincaseofemergencies(i)Uponguestreturn,showrecognition5.9.4Thehotelmusthaveafulllistofoptionsavailablecoveringalldisabilities.5.9.5Allhotelemployeesmustbetrainedinusingdisabled-assistedproducts.5.9.6ThehotelReceptionistmustcommunicatespecialneedsforeachguestpriortoarrivaltotheConradServiceOperatorandotherrelevantdepartments.5.9.7Thehotelmustofferin-roomregistration(ifappropriate).5.9.8Thehotelmusthavealistoflocalattractionsthatcatertodisabledpeopleandalistofrestaurants(inhotelandoutside)thatcatertothespecificdisability.5.9.9Thehotelmustensurethateffectivecommunicationismadefromshifttoshiftregardingresidentdisabledguests.5.9.10ThehotelmusthavemenusandtheDirectoryofServicesprintedinalargerfont.5.9.11Thehotelmustestablishtheguestdeparturetimeinadvanceandprepareaccordingly(in-room,ifappropriate).5.9.12AdescriptionoftheservicesandfacilitiesforguestswithdisabilitiesmustbelistedintheDirectoryofServices.5.10MEDICALREQUESTS5.10.1TheConradServiceOperatormusthaveacurrentlistofnearbyhospitalswithtelephonenumbersanddirections.Also,ifapplicable,thehoursofavailabilityandtelephonenumberofahoteldoctor.5.10.2Thehotel’sConradServiceOperatormusthavealistofpharmaciesandtheiroperatinghours.5.10.3Allsickguestsmustreceivea“GetWell”cardfromtheGeneralManagerandasmall,qualityamenitythatcomplieswiththeguest’scondition.5.10.4Medicationcanbesoldonlyfromauthorizedfacilities.Theuseofvendingmachinesforthesupplyofmedicationisprohibited.5.10.5Hotelemployeesmayneverrecommendoradviseanyparticularmedicationormedicalproducttohotelguests.5.10.6AdescriptionofavailablemedicalservicesmustbelistedintheDirectoryofServices.MAY2008 CONRADHOTELS&RESORTSBRANDOPERATINGMANUALFood&6beverage CONRADHOTELS&RESORTSBRANDOPERATINGMANUAL6Food&beverage6.1FOODANDBEVERAGEFACILITIES6.1.1ThehotelmusthaveFoodandBeveragefacilitiesequippedandplannedbyaBrand-approvedconsultantandsupplier.Manystates,municipalitiesandothergovernmentalentitieshavespecificlawsthatregulatetheoperationofFoodandBeveragefacilities.OwnermustensurethattheFoodandBeveragefacilitiesanditsemployeesandothercontractorscomplywithallapplicablelaws.6.1.2ThefollowingaretheminimumFoodandBeveragefacilitiesrequirementsthatthehotelmustsatisfyifthehoteldesirestorefertoanonsitefacilityasaRestaurantorBar,whetherornottheword“Restaurant”or“Bar”isusedinthefacilityname.6.1.3IftheFoodandBeveragefacilitiesareoutsourcedtoathird-partyoperator,thatoperatormustcomplywithallphysical,cleanlinessandservicestandardsandissubjecttoperiodicQAinspection.Thehotelisresponsibleforensuringcompliance.Non-compliancewithBrandStandardsbyathird-partyoperatorconstitutesnon-compliancebytheOwner.6.1.4FoodandBeveragefacilitiesmustbeoutsourcedonlytothirdpartiesthatcomplementorenhancetheBrand’sluxurypositioninginthemarket.6.1.5Allthird-partyoperatorsmustreceiveBrandManagementapprovalbeforeproceeding.6.1.6ThematerialsandfinishesusedintheFoodandBeveragefacilitiesmustmeettheminimumstandardsasoutlinedintheBrandDesignandConstructionManual.6.1.7AllnewFoodandBeveragefacilitiesorrenovationsofexistingfacilitiesmusthavecompleteplans,naming,concept,logoandspecificationsapprovedbytheBrandManagementandDesignandConstructionpriortoorderingmaterialsorcommencingconstruction.6.1.8Porcelaindinnerservices,glassorcrystalstemwareandsilvercutlerytablewaremustbeused;originalporcelain,ceramics,lacquerandothertablewareitemsmaybeusedtocomplementdistinctiveethnicdishes.6.1.9Decorativeaccessoriesmustbeofthehigheststandards,inlinewiththedesignandoutletconcept.6.1.10Onlyqualityclothfabricsmaybeusedfornapkinsandtablelinen.6.1.11Linen,porcelain,wood,glass,rattan,silverorleathermustbeusedforplacematsandbottleandglasscoasters.6.2FOODANDBEVERAGE,GENERAL6.2.1Thehotelmustoffersingledinerstheoptionofauniqueandmoreconvivialeatingexperiencewiththeprovisionofatabled’hôte,counterthatseatsaminimumof10,inatleasttheAll-DayDiningrestaurant.6.2.2AllFoodandBeverageoutletsmustincludepoliciesoutliningavailabilityofsmokingsectionsandmustbecompletelynon-smokingifrequiredbyapplicablelaw.6.2.3Selectionofproductsmustbeofhighestquality,freshfrommarketsandofarecognizablebrand.Products/offeringsmustfollowlatesteatingandethicaltrendssuchasorganic,sustainablyfarmedorfree-range.6.2.4Thequalityofproducts,portionsandpresentationofproductsmustbeconsistent.6.2.5Foodmustbeservedaccordingtoguest’sdirectionsandpreferencesatthecorrecttemperature.6.2.6Designandlay-outofmenusandpromotionalflyersmustbeapprovedbyBrandMarketingbeforeprinting.6.2.7Menusmustbeaccurateandofferanadequatechoiceofdifferentitems,alwaysincludingregionalandinternationaldishes.6.2.8Menusmustchangefrequently:All-DayDiningmenusmustchangeatleast4timesayear;specialtyoutletsmustchangeatleasttwiceayear.6.2.9Lowcarbohydrate/fatandvegetariandishesmustbeavailableandindicatedonthemenus.6.2.10Aselectionoflow-calorie/non-fatmilkandsoymilk,yogurt,cheese,sugarandjamproductsmustbeavailable.MAY2008 CONRADHOTELS&RESORTSBRANDOPERATINGMANUAL6Food&beverage6.2.11Themenusmustencourageguestswithdietaryrestrictionsorallergiestoinformtheserver.6.2.12Specialtycoffeesandleafteas,inbothregularanddecaffeinatedversions,mustbeavailableduringhoursofoperationinallFoodandBeverageoutlets/facilities.6.2.13ConradYoungerGuestmenusmustbevariedandfeaturenutritiousandpopularchoices.6.2.14LightmealsandàlaminutedishesofexcellentqualitymustbeavailableintheBar,throughIn-RoomDiningandwhereapplicableintheLobbyLounge.6.2.15Operatingpremisessellingalcoholicbeveragesmustcomplywithapplicablelawswithregardtothesupply,licensing,hours,signage,measuresandpermittedage.6.2.16GuestsmusthavetheoptiontochargeallFoodandBeveragefacilitieschargestotheguestroomaccount.6.2.17Theremustbeaminimumof12wine-by-the-glassselectionsinalloutlets,withamixof5whites,2Champagnesand5redsofdifferentgrapes,vintageandprices.ThehotelmustbeequippedwithLeVerredeVinwine-preservationsystem.6.2.18SpiritsofferedintheBarmustbeofrenownedandfashionablebrands/labelsandincludequalitygins,tequilas,vodkasandsinglemaltwhiskeys.6.2.19Aminimumof2qualitysavorysnacksmustbeservedwithdrinks.6.2.20TheDirectoryofServicesoraConnoisseur-styleIn-RoomDiningMenumustincludeanenticingdescriptionofeachhoteldiningfacilityandconcept,asamplingofthemenus,hours,suggesteddresscode,andanotationwhetherreservationsaresuggested.6.2.21Sponsorshipforprintingofnon-eventspecificcollateral,requiringco-branding,isnotallowed.6.3MARKETINGANDADVERTISING6.3.1MarketingandadvertisingprogramsmustconformtotheBrandIdentityManual,mustbeofhighqualityandreflectaluxuryappearance.6.3.2MarketinganduseoftheConradnameinassociationwithFoodorBeverageproducts,(e.g.,ConradBurger,ConradCocktail)arenotallowedunlessapprovedbyBrandManagement.6.3.3TheConradlogomayonlybeusedinaccordancewiththeBrandIdentityManual.Outlet-specificlogosarepermittedonlywithBrandManagementapproval.6.3.4Signage,entranceandtabletopdisplaysmustbeclean,currentandcontemporaryinappearance.6.4HOURSOFOPERATION6.4.1Alloutlethoursofoperationmustbeappropriateforthemarketandconformtostatutoryclosingorregulatedtimes,inadditiontothecontinuousfoodservicehoursofoperation.6.4.2Continuous,fullhotandcoldmealsmustbeavailableinatleastonehotelrestaurantfromatleast7:00a.m.until10:00p.m.localtimedaily.6.4.3Inadditiontothecontinuoushoursofoperationforfoodservicereferredtoabove,theminimumhoursofalcoholicbeverageservicemustbefrom11:00a.m.localtimeuntilthestatutoryclosingtime.6.4.4In-RoomDiningmustprovidefullhotandcoldmeals24hoursaday,7daysaweek.MAY2008 CONRADHOTELS&RESORTSBRANDOPERATINGMANUAL6Food&beverage6.5BREAKFASTALL-DAYDINING:6.5.1Thehotelmustofferaseatedálacartebreakfastservice.Buffetbreakfastservicemustbeofferedasasecondoptionandasdictatedbyhotelbusinessrequirements.6.5.2Alltablesmustbesetuppriortoguestarrivalwith:(a)Condiments:Aselectionof4jams,1marmalade,loosewhiteandbrowncanesugarorcubes,saltandpeppermills,andadecorativepiece(b)Flatware:Knife,fork,spoon,bread&butterknifeandalinenorcottonnapkin6.5.3Buffetbreakfastserviceandproductstandardsmustmeetthefollowingminimumstandards:(a)TheminimumbuffetbreakfastofferingmustbetheSignatureBreakfastproducts.(b)Mosteggdishesarecookedtoorderandfresh(c)Buffetcountersmustincludechilledandambientsections;guardsmustcomplywithapplicablelaws(d)BuffetitemsthatneeddescriptionsmustbeidentifiedwithqualityprintedcardsinqualityholdersinEnglishandthelocallanguage(e)Nobuffetdishesmaybelessthan1/3full,uptothehourofclosing(f)Presentationisappetizing;itemsareeasilyreachableandnotoverlydecorated,inmedium-sized(ratherthanoversized)displays(g)Itemsarefrequentlyreplacedandatappropriatetemperatures,asrequiredbylocalhealthcode(h)Suitableservingutensilsareusedandfrequentlyreplaced(i)Dressing,condimentsandtablesaucesmustbeservedintheiroriginalpackagingunlessfreshlypreparedlocally6.5.4Àlacartemenuandthebuffetbreakfastdisplaymustofferingredientssourcedfromthefinestspecialistsuppliers,e.g.naturallysmokedmeatswithoutadditives,free-rangeeggs,speciallymadesausages,homemadejamsandmarmalade,muffins,breakfastscones,breadsandbrownyeastbreads.6.5.5Low-calorieoptionsmustbeavailableonrequest,e.g.skimmilk,soymilk,low-fatyogurtandbuttersubstitute.6.5.6Locallysourcedspecialtyproductsanddietaryoptionsmustbedescribedonthemenu.6.5.7Thebreakfastofferingmustconsistof:SignatureBuffetBreakfast(a)Freshlysqueezedjuices:orange,grapefruit,carrotand1localorexoticfruit(b)Freshsmoothie:strawberry,banana(c)Chilledjuices:apple,tomato,prune(d)Aselectionof2freshlybakedcroissants,Danishpastries,breakfastscones,brownyeastbreads,sodabreadsand1homemadefruitand1homemadechocolatemuffin(e)Aselectionof4jams,Englishmarmalade,pureandhoneycombhoney(f)Conradblendofqualitygroundcoffee,quality3Indiantypeand2Chinatypeofblend/variety,black/greenleafteas,3herbalinfusions,hotchocolate(g)2freshfruits,plainandGreekyogurts,seasonalfruitcompote,3cereals,2breakfastmeats,2cheeses,smokedsalmon,2localspecialties(h)Anomeletor2eggscookedtoguestorder(scrambled,poached,friedorboiled),withbaconorgrilledham,sausage,mushrooms,tomatoes,bakedbeansandalocalspecialtye.g.blackpudding,churros,etc.BreakfastSpecialtiesandClassics(aminimumof6items)SupplementtoSignatureConradBreakfast(a)Americanpancakeswithachoiceoftoppingorbattermix(b)Waffleswithachoiceoftoppingorbattermix(c)Poachedeggontoast,Hollandaisesauce,hamandspinach(d)Egg-whiteomeletwithvariousfillingsortoppings(e)Grilledmarketfreshfish,lemonandparsleybutterandseasonalvegetable(f)Creamedscrambledeggswithachoiceofmixortopping(g)Sirloinsteakwithfriedegg,tomatoandgrilledmushrooms(h)Grilledtomatoeswithmushroomsandtoastedbrownyeastbread(i)Localspecialty(j)“BreakfastConradStyle”-eachConradhotelwillhavecreatedaspecialtybreakfastdishthatisinspiringandinnovativeOther(a)Breakfastoptionsmustalsobeofferedtohighmarketsharesegmentswithspecificculinaryexpectations,e.g.Japanese,Chinese,Korean,ArabicandIndonesian.MAY2008 CONRADHOTELS&RESORTSBRANDOPERATINGMANUAL6Food&beverageContinentalBreakfast(a)Freshlysqueezedjuices:orange,grapefruit,carrotand1localorexoticfruit(b)Freshsmoothie:strawberry,banana(c)Chilledjuices:apple,tomato,prune(d)Aselectionof2freshlybakedcroissants,Danishpastries,breakfastscones,brownyeastbreads,sodabreads,1homemadefruitand1homemadechocolatemuffin(e)Aselectionof2jams,Englishmarmalade,pureandhoneycombhoney(f)Conradblendofqualitygroundcoffee,quality3Indiantypeand2Chinatypeofblend/variety,black/greenleafteas,3herbalinfusions,hotchocolateConradBreakfast(a)Freshlysqueezedjuices:orange,grapefruit,carrotand1localorexoticfruit(b)Freshsmoothie:strawberry,banana(c)Chilledjuices:apple,tomato,prune(d)Aselectionof2freshlybakedcroissants,Danishpastries,breakfastscones,brownyeastbreads,sodabreads,1homemadefruitand1homemadechocolatemuffin(e)Aselectionof2jams,Englishmarmalade,pureandhoneycombhoney.(f)Conradblendofqualitygroundcoffee,quality3Indiantypeand2Chinatypeofblend/variety,black/greenleafteas,3herbalinfusions,hotchocolate(g)2freshfruits,plainandGreekyogurts,seasonalfruitcompote,3cereals,2breakfastmeats,2cheeses,smokedsalmon,2localspecialtiesIN-ROOMBREAKFAST:6.5.8BreakfastMenudoorknobcardmustbeproducedanddisplayedaspertheBrandIdentityManual.6.5.9Breakfastofferingmustconsistof:SignatureBreakfast(a)2freshjuicesb)2eggscookedtoguestorder(scrambled,poached,friedorboiled)withbaconorgrilledham,sausage,mushrooms,tomatoes,bakedbeansandalocalspecialty(c)Aselectionof2freshlybakedcroissants,Danishpastries,breakfastscones,brownyeastbreads,sodabreads,1homemadefruitand1homemadechocolatemuffin(d)Aselectionof2jams,Englishmarmalade,pureandhoneycombhoney(e)Choiceof2freshfruits,2breakfastmeats,2fruit,plainandGreekyogurts,2cheeses,seasonalfruitcompote,smokedsalmon,3cerealsand2localspecialties(f)Conradblendofqualitygroundcoffee,quality3Indiantypeand2Chinatypeofblend/varietyblack/greenleafteasConrad,3herbalinfusionsandhotchocolateContinentalBreakfast(a)2freshjuices(b)Aselectionof2freshlybakedcroissants,Danishpastries,brownyeastbreads,sodabreadsand1homemadefruitand1homemadechocolatemuffin(c)Aselectionof2jams,Englishmarmalade,pureandhoneycombhoney(d)Conradblendofqualitygroundcoffee,quality3Indiantypeand2Chinatypeofblend/varietyblack/greenleafteas,3herbalinfusionsandhotchocolateConradBreakfast(a)2freshjuices(b)Aselectionof2freshlybakedcroissants,Danishpastries,brownyeastbreads,sodabreads,onehomemadefruitand1homemadechocolatemuffin(c)Aselectionof2jams,Englishmarmalade,pureandhoneycombhoney(d)Choiceof2freshfruits,2breakfastmeats,2fruit,1plainandGreekyogurts,2cheeses,1seasonalfruitcompotes,1smokedsalmon,3cerealsand2localspecialties(e)Conradblendofqualitygroundcoffee,quality3Indiantypeand2Chinatypeofblend/varietyblack/greenleafteas,3herbalinfusionsandhotchocolate6.5.10Low-calorieoptionsmustbeavailableonrequest,e.g.skimmilk,low-fatyogurt,buttersubstitute.6.5.11TheConradbreakfastexperiencemustincludethefollowing:(a)Aminimumof2all-daybreakfastchoicesfromtheAll-DayDiningbreakfastmenu,i.e.,ConradBreakfast,SignatureBreakfastplus1breakfastspecialty,e.g.pancakes,mustbeservedalldayin1RestaurantandthroughIn-RoomDining.Otherwise:(b)Breakfastmustbeservednolaterthan7:00a.m.andclosenoearlierthan10:00a.m.onweekdaysand11:00a.m.ontheweekend(alllocaltimes)intheAll-DayDiningRestaurantMAY2008 CONRADHOTELS&RESORTSBRANDOPERATINGMANUAL6Food&beverage6.6ALL-DAYDININGRESTAURANT6.6.1Thehotelmusthaveatleastonemulti-service,3-mealrestaurant,knownhereastheAll-DayDiningRestaurant,whichmustbeinviting,inspiring,contemporaryandexclusiveinitspresentation,layoutandculinaryofferings.6.6.2Thelocation,design,atmosphereandserviceoftheAll-DayDiningRestaurantmustensurethatitisasignaturerestaurantwithinthelocalcommunity,aswellasforConradhotelguests.6.6.3Therestaurantmustincludepoliciesoutliningavailabilityofsmokingsectionsandmustbecompletelynon-smokingifrequiredbyapplicablelaw.6.6.4Equipment,operatingsuppliesandprintedmaterialmustmeetthefollowing:(a)Thehost/hostessstationsmustbeclean,inas-newcondition,neatandwellorganized(b)Menusmustofferavarietyofcold,hotandvegetarianitemsincludinginternationalandlocalclassiclightmealsandàlaminutequick-serviceitems(c)MenusmustbeavailableinaselectionoflanguagesthatmeetthehotelandRestaurantguestprofiles(d)YoungerGuestmenu(s)mustbeavailable6.6.5Buffetserviceandproductstandardsmustmeetthefollowingminimumstandards:(a)Buffetcountersmustincludechilled,hotandambientsections;guardsmustcomplywithapplicablelaws(b)BuffethotfooditemsmustbeidentifiedinEnglishandthelocallanguage.(c)Nodishmaybelessthan1/3full,uptothehourofclosing(d)Buffetfoodpresentationmustbeappetizing,easilyreachable,notoverlydecorated,medium-sizedratherthanoversizeddisplays,frequentlyreplacedandatappropriatetemperaturesasrequiredbylocalhealthcode(e)Servingutensilsmustbesuitableandfrequentlyreplaced(f)Dressing,condimentsandtablesaucesmustbeservedintheiroriginalpackagingunlessfreshlypreparedlocally6.6.6TheAll-DayDiningRestaurantatthehotelmustincludethefollowingstandards:(a)Guestsmustbeabletomakeatablereservationatanytimebeforeorduringtheirstay.(b)YoungerGuestsmustbewelcomeintherestaurant(c)Cutlerymustbeclean,withoutspotsordirtandinas-newcondition(d)Glassesmustbewellpolished,cleanandinas-newcondition(e)Tablesmustbeclean,stableandinas-newcondition(f)Linenmustbeclean,freeofwrinklesandinas-newcondition(g)Employees’uniformsmustalwaysbecrisp,clean,polishedandwellfitting.(h)EmployeesmustwearaBrand-designednamebadge(i)Menusmustbewithoutspellingmistakes,cleanandinas-newcondition(j)Theremustbeawine-by-the-glassselectionaspertheminimumstandard(k)Duringbusinesslunch,guests(whowishto)mustbeabletocompleteappetizer,maincourseandcoffeeormaincourse,dessertandcoffeein50minutes(l)Guests(whowishto)mustbeabletocompletedinnerwithin90minutes(appetizer,maincourse,dessertandcoffee)(m)TheAll-DayDiningRestaurantorFoodandBeverageManagermustbeactiveandvisiblyengagedintheguestserviceactivities6.7IN-ROOMDINING6.7.1In-RoomDiningmustbeavailable24hoursadayandbeconsideredasanextensionofthe“premium”restaurantconcept.6.7.2Allfurnishings,operatingequipment,operatingsuppliesandprintedmaterialsusedinconnectionwithIn-RoomDiningoperationsmustbeofhighqualityandtastefullypresented.6.7.3TheIn-RoomDiningMenumustbeofhighqualityandConnoisseur-styleasperBrandIdentityStandards.6.7.4ConradStyledishes/concepts(underdevelopment).6.7.5Takingintoaccountlocalandinternationaltastes,theIn-RoomDiningMenumustfeatureConradStyle,lightmeals,àlaminutedishesandcoldandvegetarianoptionsforallmealperiods.6.7.6AYoungerGuestmenumustbeavailable.MAY2008 CONRADHOTELS&RESORTSBRANDOPERATINGMANUAL6Food&beverage6.7.7Allfurnishings,operatingequipment,operatingsuppliesandprintedmaterialsusedinconnectionwithIn-RoomDiningoperationsmustmeetthefollowingrequirements:(a)In-RoomDiningdeliveryequipmentisspotless;carts,traysandhotboxesareinpristineandgoodworkingcondition(b)Silverorstainlesssteelplatecoversareusedforhotandcoldfood;clearacrylicplatecoversarealsoacceptableforcoldfood(c)Iceholdersaremadeofsilverorglassorstainlesssteel(d)Traysarehigh-qualitywood,rattanorsilverandcoveredwithalinenlinerforbreakfastandinadifferentcolorforlunchordinner(e)Linennapkinsarewellpresentedandneatlyfolded(f)Smallsaltandpeppermillsareused(g)Aquick-servicemenuforpre-orderingbreakfast,suchasadoorknobmenucard,isavailable6.7.8Productstandardsmustmeetthefollowingrequirements:(a)Beveragesareservedatthecorrecttemperature.(b)Aglassoficewaterisservedwitheachmealorder.(c)Condimentsareindividuallyportionedandinclearjars/bottles.(d)Preservesandmarmaladeareinglassjarsorsingle-servecups.(e)Continentalbreakfastmustbeservedwithin20minutes,allothermealswithin30minutes;drinksonlymusttakeamaximumof15minutestodelivertotheguest’sroom.(f)Anyspecialrequestmadebyaguestmustbeaccommodatedwithouthesitation.Iftherequestisnotpossible,appropriatealternativesmustbeoffered.(g)Allfooditemsmustbecoveredwithafit-for-purposecovertoensurefoodhygieneandtoavoidspillage.(h)Allbeverageglassesaresecurelycappedduringfoodtransfer.(i)Hotitemsmustbeplaced,wherepossible,withinahotcabinetfordeliverytotheguestroom.6.8HOTELBAR6.8.1Thelocation,design,atmosphereandserviceofthehotelBarmustensurethatitisasignaturebarwithinthelocalcommunity,aswellasforhotelguests.6.8.2TheBarmusthavepoliciesoutliningavailabilityofsmokingsectionsandmustbecompletelynon-smokingifrequiredbyapplicablelaw.6.8.3TheBarmustmeettheBrand’sDesignandConstructionrequirements,andthehotelmustimplementpoliciestoensurethatvendorpromotionsmeettheBrand’srequirements.6.8.4Anappetizermenumustbeavailablefrom5:00p.m.localtimetoclosing.6.8.5Serviceandproductstandardsmustmeetthefollowingrequirements:(a)Appetizerdishesarechangedseasonallyorataminimumtwiceperyear.(b)AllBartableshaveanattractiveandwell-maintainedcenterpiece.(c)AlldrinkandfoodordersmustbetakenbyaBaremployee;self-servicebyguestsisnotpermitted.(d)Allemployeesservingalcoholmusthaveproperstate/provincialandlocalcertificationasprescribedbylaw.(e)2qualitysavorysnacksarepresentedwithdrinksafter3:00p.m.localtime.(f)Bartendersareknowledgeableaboutthebarstockandareabletofindandpreparerecipesforcocktailsunfamiliartothem.6.8.6TheBarinthehotelmustmeetthefollowingstandards:(a)GuestsmustbeabletomakeatablereservationattheBaratanytimebeforeorduringtheirstay.(b)Cutlerymustbeclean,withoutspotsordirtandinas-newcondition.(c)Stemwaremustbewellpolished,cleanandinas-newcondition.(d)Tablesandcountersmustbeclean,stableandinas-newcondition.(e)Linenmustbeclean,freeofwrinklesandinas-newcondition.(f)Baremployees’uniformsmustalwaysappearcrisp,clean,polishedandwellfitting.(g)EmployeesmustwearaBrand-designednamebadge.(h)Menusmustbewithoutspellingmistakes,cleanandinas-newcondition.(i)Theremustbeawine-by-the-glassselectionaspertheminimumstandard.(j)BarorFoodandBeverageManagermustbeactiveandvisiblyengagedintheguestserviceactivities.MAY2008 CONRADHOTELS&RESORTSBRANDOPERATINGMANUAL6Food&beverage6.9LOBBYLOUNGE/GAZEBO6.9.1TheLobbyLoungemustmeettheBrand’sDesignandConstructionrequirements.6.9.2ThehotelmustimplementpoliciestoensurethatvendorpromotionsmeettheBrand’srequirements.6.9.3Thelocation,design,atmosphereandserviceoftheLobbyLounge/Gazebomustensurethatthefacilityisasignatureoutletwithinthelocalcommunity,aswellasforhotelguests.6.9.4TheLobbyLounge/Gazebomusthavepoliciesoutliningavailabilityofsmokingsectionsandmustbecompletelynon-smokingifrequiredbyapplicablelaw.6.9.5TheLobbyLounge/Gazebomustfeatureanarrayofcomfortableseatingtypes,includingsinglechairswithottomansorlounges,sidetablesandcoffeetables.6.9.6Aminimumselectionof3qualityinternationalnewspapersmustbeavailablethroughouttheday.Inaddition,satellitenewspaperprintoutsandaminimumselectionof4qualitygender-appropriatemagazineswithbroadappeal,e.g.travel,fashion,economics,orotherrelevantthemes,mustbemadeavailable.6.9.7Additionalfoodandbeverageofferingssuchasafternoontea,eveningdrinksandalightlunchmenumaybeoffered,dependingonmarketandthehotel’sneeds.6.9.8Serviceandproductstandardsmustmeetthefollowingrequirements:(a)AllLobbyLounge/Gazebotableshaveanattractiveandwell-maintainedcenterpiece.(b)Loungehotelemployeesmusttakealldrinkandfoodorders;self-servicebyguestsisnotpermitted.(c)Allpersonsservingalcoholmusthaveproperstate/provincialandlocalcertificationasrequiredbylaw.(d)2qualitysavorysnacksarepresentedwithdrinksafter3:00p.m.localtime.6.9.9TheLobbyLoungemustmeetthefollowingrequirements:(a)YoungerGuestsmustbewelcomeintheLounge;iffoodisserved,aYoungerGuestmenuisavailable.(b)Cutlerymustbeclean,withoutspotsordirtandinas-newcondition.(c)Stemwareandporcelainmustbewellpolished,cleanandinas-newcondition.(d)Tablesandcountersmustbeclean,stableandinas-newcondition.Linenmustbeclean,freeofwrinklesandinas-newcondition.(e)Employeeuniformsmustalwaysappearcrisp,clean,polishedandwellfitting,withaBrand-designednamebadge.(f)Menusmustbewithoutspellingmistakes,cleanandinas-newcondition.(g)Wine-by-the-glassselectionmustbeavailableaspertheminimumstandard.6.10EARLYMORNINGLOBBYSERVICE6.10.1Bottledwaterandqualitycoffeeandteamustbeavailablefrom5:00a.m.localtimeuntilthebreakfastdiningroomopens.6.10.2Specialtycoffeesareavailableonrequest.6.10.3ServicemustbeinaconvenientLobbylocation,wellpresentedonafixedcounterorfurniture.6.10.4Allbeveragesmustbeavailableatthecorrectservingtemperatureandwellpresentedinas-newqualitycontainersordispensers.6.10.5Allbeveragesandcondimentsmustberegularlyrefreshed.6.10.6Onlyas-newqualityglassware,porcelaincupsandsaucersorBrand-approvedqualityporcelainmugsandtake-awaycontainerswithlidsmaybeused.6.10.7Presentationischeckedregularlyandatalltimesisfreshandinviting.MAY2008 CONRADHOTELS&RESORTSBRANDOPERATINGMANUAL6Food&beverage6.11SPECIALTYRESTAURANT6.11.1ASpecialtyRestaurantisdefinedasafine-diningor“themed”restaurant.Itdoesnotneedtobea3-mealrestaurant.IfthehotelchoosestohaveaSpecialtyRestaurant,thefollowingstandardsmustbemet.6.11.2TheSpecialtyRestaurantmustbeinviting,inspiring,contemporaryandexclusiveinitspresentation,layoutandculinaryofferings.Itmusthaveanidentityandreputationindependentofthehotel.6.11.3TheRestaurantmusthavepoliciesoutliningavailabilityofsmokingsectionsandmustbecompletelynon-smokingifrequiredbyapplicablelaw.6.11.4Thehost/hostessstationsmustbeclean,inas-newcondition,neatandwellorganized.6.11.5MenusmustbeavailableinaselectionoflanguagesthatmeetsthehotelandRestaurantguestprofiles,withdishesthoughtfullyselectedfortheparticularfoodorbeverageserviceandtheoutletconcept.6.11.6Serviceandproductstandardsmustmeetthefollowingrequirements:(a)Cutlerymustbeclean,withoutspotsordirtandinas-newcondition.(b)Glassesmustbewellpolished,cleanandinas-newcondition.(c)Tablesmustbeclean,stableandinas-newcondition.(d)Linenmustbeclean,freeofwrinklesandinas-newcondition.(e)SpecialtyRestaurantemployees’uniformsmustalwaysbecrisp,clean,polished,andwellfitting.(f)EmployeesmustwearaBrand-designednamebadge.(g)Menusmustbewithoutspellingmistakes,cleanandinas-newcondition.(h)Ifwineisserved,thewine-by-the-glassselectionmustbeavailableaspertheminimumstandard.(i)Duringbusinesslunch,guestswhowishtomustbeabletocompletetheirmeal(appetizer,maincourseandcoffee,ormaincourse,dessertandcoffee)in50minutes.(j)Guestswhowishtomustbeabletocompletedinnerwithin90minutes(appetizer,maincourse,dessertandcoffee).(k)TheSpecialtyRestaurantorFoodandBeverageManagermustbeactiveandvisiblyengagedinguestserviceactivities.6.12BANQUETING&CATERING6.12.1BanquetandCateringservicesofthehotelmustmeettheBrand’srequirementsandthehotelmustensurethefollowing:(a)BanquetandCateringSalesofficesmaintainaneat,cleanandwell-organizedappearance.(b)Serviceandproductstandardsmeetthefollowingminimumrequirements:(i)Foodsarefreshandofhighquality.(ii)Foodpresentationisdecorative,imaginativeandcanbethemed.(iii)Juicesandspecialtycoldbeveragesarechilledatalltimes.(iv)Coffeebreakpresentationsaredecorative,imaginativeandappropriatelythemed.(v)Coffeeserviceincludescoffeefromespressomachine,qualityroastbeansandleafteas.6.12.2Banquetingservicesinthehotelmustmeetthefollowingrequirements:(a)Functionswillbepre-setandcompletewithalldetailsasperguestorderatleast30minutesbeforethestatedtimeonthebanqueteventorderform.(b)Theeventorcompanyname(correctlyspelled)mustbedisplayedatthesideofthefunctionroomdoor.(c)Curtainsandcarpetsmustbefreeofstainsandinas-newcondition.(d)Theremustbenoburned-outlightbulbsinthebanquetingareas.(e)Cutlerymustbeclean,withoutspotsordirtandinas-newcondition.(f)Stemwareandporcelainmustbewellpolished,cleanandinas-newcondition.(g)Tablesmustbeclean,stableandinas-newcondition.(h)Linenmustbeclean,freeofwrinkles,andinas-newcondition.(i)Staffmembersmustbeinformedofwhicheventtakesplaceinwhichfunctionroom.(j)BanquetingandCateringemployees’uniformsmustalwaysbecrisp,clean,polishedandwellfitting.(k)EmployeesmustwearaBrand-designednamebadge.(l)Coatroomsmustbelocatedneareachbanquetroomandbeattendeduntiltheendofthefunction.(m)Coatroomidentificationtagsmustbenumbered,madeofleatherorsimilarmaterialandpresentedinasmallenvelopewithadisclaimer.(n)TheBanquetingorFoodandBeverageManagermustbeactiveandvisiblyengagedinthebanquetingserviceactivities.MAY2008 CONRADHOTELS&RESORTSBRANDOPERATINGMANUAL7Recreation CONRADHOTELS&RESORTSBRANDOPERATINGMANUAL7Recreation7.1POOL/WHIRLPOOL7.1.1Pools/whirlpoolsatthehotelmustbecleaneddaily,whichincludes:(a)Beskimmed(b)Havesidesbrushed(c)Havethechemicalsbalancecheckedbycertifiedpersonnelasrequiredinordertoremainodorlesswiththehighestlevelofwaterclarity7.1.2Allpoolfurnitureanddecksmustbeneatlyarranged,cleanandinas-newcondition.7.1.3Cleantowelsinas-newconditionmustbeprovidedduringhoursofoperation.7.1.4Aused-towelbasketmustbeprovidedandemptiedasneeded.7.1.5Nostandingwater,soiledtowelsorwastemaybevisibleatanytime.7.1.6Lightsmustbeingoodworkingorder.7.1.7Underwaterpool/whirlpoollightsmustbeilluminatedattimeofdarkness.7.1.8Thepool/whirlpoolmusthaveanti-vortexcoversforprimarydrainsandallsuctioninlets.7.1.9Thepool/whirlpoolmusthaveautomaticdrainblockagedetectionrelieforapumpshutdowndevicemustbeused.7.1.10Thefollowingequipmentisrequiredandmustbeprovidedforand/orreadilyavailableatthepool:(a)Shepherd’shookorreachpoleofregulationlength(b)USCoastGuardorInternationalequivalentBrand-approvedliferingorthrowbagforeachswimmingpool7.1.11Signage:(a)Poolareamusthavepictorialordual-languagesignsinappropriatelocations.(b)Poolmusthaveprimarysignslistingrulesforusage,hoursofoperationandpooldepths.(c)Signsmustbepostedinaconspicuouslocationintheimmediatevicinityofthepool(s)withletteringthatisclearlylegibleandincludesthefollowinginformation:(i)Hoursofoperation(ii)Depthofpool(iii)Prohibiteduseofglasswareorglassbottlesinimmediateproximityofthepool(iv)Prohibitionofdiving(v)Prohibitionofrunningorhorseplayonpooldeck(vi)Locationofemergencyphoneorpanicalarmbutton(d)Allsignagemustbepre-approvedbyBrandMarketing.7.1.12RefertomostcurrentDesignandConstructionManualforthedesignandconstructionstandardspertainingtopools.7.2FITNESSCENTER7.2.1.ThehotelmusthaveaFitnessCenterequippedandplannedbyaBrand-approvedconsultantandsupplier.Manystates,municipalitiesandothergovernmentalentitieshavespecificlawsthatregulatetheoperationoffitnesscenters.OwnermustensurethattheFitnessCenteranditsemployeesandothercontractorscomplywithallapplicablelaws.7.2.2ThefollowingaretheminimumFitnessCenterrequirementsthatthehotelmustsatisfyifthehoteldesirestorefertoanonsitefacilityasaFitnessCenter,whetherornottheword“fitness”isusedinthehotelorthefacilityname.7.2.3IftheFitnessCenterisoutsourcedtoathird-partyoperator,theoperatormustcomplywithallphysical,cleanlinessandservicestandardsandissubjecttoperiodicQAinspection.Thehotelisresponsibleforensuringcompliance.Non-compliancewithBrandStandardsbyathird-partyoperatorconstitutesnon-compliancebytheOwner.7.2.4ThematerialsandfinishesusedintheFitnessCentermustmeetthestandardsasoutlinedintheDesignandConstructionManual.7.2.5AllnewFitnessCentersorrenovationsofexistingFitnessCentersmusthavecompleteplansandspecificationsapprovedbyBrandManagementandtheHHCFitnessDepartmentpriortoorderingmaterialsorcommencingconstruction.MAY2008 CONRADHOTELS&RESORTSBRANDOPERATINGMANUAL7Recreation7.2.6TheFitnessCentermustcomplywiththeminimumsquarefootagerequirementsinaccordancewiththeschedulesetforthbelow:(a)000-150keys=minimum800sq.ft./74sq.m.(b)151-300keys=minimum1,000sq.ft./93sq.m.(c)301+keys=minimum1,200sq.ft./111sq.m.7.2.7TheFitnessCentermustbesecurableandlocatedadjacenttotheSpaandhaveconvenientaccesstothepoolarea.7.2.8TheFitnessCentermustprovideforrestroomfacilitiesorhaveconvenientaccesstoSpaorpoolrestrooms.7.2.9Implementation-Newbuild(a)TheFitnessCentermustmeetallBrand-approvedDesignandConstructionspecificationsuponopening.7.2.10Implementation-Existinghotelsorconversions(a)ThehotelmustmeettheimplementationscheduleasdefinedbytheBrand.(b)Uponcompletionofthenewequipmentanddesignpackage,thehotelwillreceiveaCertificateofCompletionissuedbytheHHCFitnessDepartment.7.2.11TheFitnessCentermusthaveavailablethefollowingamenities:(a)Freshandcleanhandtowels(b)Bottledwater,awatercoolerwiththrowawaycupsoraplumbedinwaterfountain(c)Headphonesandfoamreplacementearpieces(d)Sanitaryhygienewipesenclosedinastainlesssteeldisplaycontainer(e)Bathroom(s)and/orlockerroomswithintheFitnessCenterthatcomplywithBrand-approvedbathroomamenities7.2.12TheFitnessCentermustincludethefollowingitems:(a)MusicsystemwithclearreceptionandappropriatevolumethatmustbecontrolledfromwithintheFitnessCenter(b)Headphonesforcardioequipmentavailableforguestsuponrequest(c)Brand-approvedcustomwoodshelvingtowelunittostoredrytowels,togetherwithintegraldropbintoreceivesoiledtowels(d)Brand-approvedweightscale(e)One8”/20cmdiameterwallclockvisiblefromallFitnessCentermachineswithinthefacility(f)Remotecontrolledwall-mountedLCDHDTV(37”/94cmminimum),forevery3.1sqft/45sqmoffloorspace.TheTVmustbemountedclosetotheceilingwithconcealedpowerandcablecords,andprovideaselectionofchannelsincluding,butnotlimitedto,worldnews,localsnews,sportsandmusicchannels.7.2.13HoursofOperation(a)TheFitnessCentermustbeopen24hours,7daysaweekandbekeycardaccessible.Inadditiontohaving24-hour,7-day-a-weekaccess,itmustbestaffedataminimumbetweenthehoursof6:30a.m.to10:00p.m.localtime,7daysaweek.7.2.14FitnessCenterGraphicsandSigns(a)Eachpieceofequipmentmustdisplayinstructionsonitsproperuse.(b)EmergencysignagemustconformtothegraphicsandidentitystandardestablishedintheDesignandConstructionManual.Thesignagemustincludedetailsregardingemergencyservices/requirementsasrequiredbyapplicablelaw.(c)TheFitnessCenterentrancemustbeclearlyvisiblefromguestroomelevatorsordirectionstotheFitnessCenterclearlymarkedfromelevatorontheFitnessCenterfloor.(d)SignageindicatingthattheFitnessCenterisopen24hoursmustbeclearlyvisibleatentry.(e)TheFitnessCentermustbekeycardaccessible.(f)Allpostedhoursmustbekept.(g)TheFitnessCenterlocationandhoursofoperationmustbeclearlyindicatedintheDirectoryofServices.(h)Allsignagemustbepre-approvedbyBrandMarketing.7.2.15FitnessCenterSafety(a)OwnermusttaketheprecautionsandimplementtheproceduresitdeemsnecessarytoensurethesafetyandwelfareofFitnessCenterusers,includingallproceduresrequiredbyapplicablelaw.7.2.16FitnessCenterBilling(a)StaffedFitnessCentersmaychargeafeeexceptforSilver,GoldandDiamondHiltonHHonors®members(seeHHCCustomerLoyaltyStandards).(b)GuestsmusthavetheoptiontochargeFitnessCenterchargestotheirguestroomaccount.MAY2008 CONRADHOTELS&RESORTSBRANDOPERATINGMANUAL7Recreation7.2.17ServiceRequirements(a)TheFitnessCentermustbeincludedinaregulardailycleaningandmaintenanceschedule,whichfocusesonheavyuseperiodsthroughouttheday.Thisservicemustincludeequipmentwipe-down,replenishmentoftowels,removalofsoiledlinen,replenishmentofbottledwatersordrinkingcups,removaloftrash/debris,maintenanceofrestroomsandorganization/storageofallmovablecoreequipment.(b)TheFitnessCentermustbecheckedaminimumof3timeseachdaybyhousekeepingforcleanliness,andallequipmentmustbecheckedatleastonceadaybyengineeringtoensureproperworkingorderandsafety.(c)Thehotelmusthaveatrackingsysteminplacetoverifyallinspections.(d)FitnessCenterstafforcontractedfitnessinstructors/personnelmustbeknowledgeableabouthowtheFitnessCenterequipmentworksandmustotherwiseholdsuchqualificationsandlicensureasrequiredbyapplicablelawfortheirpositionsattheFitnessCenter.7.2.18DesignandConstructionofFitnessCenter(a)TheFitnessCenter,includingallbathroomsandlockerrooms(ifoutsidemembershipsaresold)withintheFitnessCenter,mustmeettheDesignandConstructionStandardsManual.7.2.19FitnessCenterEquipment(a)TheBrand-approvedsupplierisTechnogym®.(b)Allexerciseequipmentmustbeofcommercialquality,andofmakeandmodelasspecifiedbelow.Allclearancesasspecifiedbythemanufacturermustbemaintainedinaccordancewiththeplansprovidedatinstallation.(c)Acablemanagementsystemisrequiredtoconcealthepowerandcoaxialcables.(d)Cardioequipmentmustnotexceed4yearsofage.Strengthmachines,benchesandracksmustnotexceed5yearsofage.Coreandbalanceequipmentmustnotexceed2yearsofage.Allequipmentmustbemaintainedinas-newoperatingconditionandrefreshednolaterthantheappropriate2-,4-or5-yearcycles.(e)Brand-approvedequipmentfortheFitnessCenterisasfollows:(i)Cardioequipment:(TBA)(ii)Strengthmachines:(TBA)(iii)Benchesandracks:(TBA)(iv)Brandedupholstery:availableonallstrengthequipmentandbenches(v)Coreandbalancekits(mustbeapprovedbytheBrand):•Stabilityballs22”/55cm,25.5”/65cmwithholderrings•Medicineballsandrackpackage(35–176oz./1–5kg)•Foamrollers•4Stretchmats•Resistancetubes•BOSU®balancetrainerwithpump•FTShandlerackpackage(vi)Memberentertainmentstandard:•Personalviewingscreens(PVS)asspecifiedinSection7.2.19(e)(i)•Personalentertainmentplayers(PEP):AllowsgueststointegratetheirpersonnelMP4(iPod,Zune,etc.)playerswiththePVS•TheBrand’spersonalizedbrandedmusic(optional)(vii)Memberretention(optional):•Brandapprovedmember/guestmanagementsystemallowsguests/memberstheopportunitytouse/tracktheironlineexerciseprogramfromanyhotel.7.3CONRADSPA7.3.1ThefollowingaretheminimumConradSparequirementsthatthehotelmustsatisfyifthehoteldesirestorefertoanonsitefacilityasaConradSpawhetherornottheword“Spa”isusedinthehotelorthefacilityname.7.3.2IftheSpafacilitiesareoutsourcedtoathird-partyoperator,theoperatormustcomplywithallphysical,cleanlinessandservicestandardsandissubjecttoperiodicQAinspection.Thehotelisresponsibleforensuringcompliance.Non-compliancewithBrandStandardsbyathird-partyoperatorconstitutesnon-compliancebytheOwner.7.3.3ThematerialsandfinishesusedintheSpamustmeettheminimumstandardsasoutlinedintheDesignandConstructionManual.7.3.4AllSpaprintedmaterialsanddesignmustbeapprovedbyBrandMarketing.7.3.5AllnewSpasorrenovationsofexistingSpasmusthavecompleteplansandspecificationsapprovedbytheBrandpriortoorderingmaterialsorcommencingconstruction.MAY2008 CONRADHOTELS&RESORTSBRANDOPERATINGMANUAL7Recreation7.3.6.TheminimumConradSparequirementswillbeavailableinanelectronicformatonOnQInsiderorontheOnQ®system.AnymodificationsoradditionstotheminimumSparequirementswillbeupdatedonOnQInsider.ChangescanbemadeonlyifauthorizedbyBrandManagementandtheHHCSpaDepartement.TheminimumConradSparequirementsmustbefollowedwithoutvariationormodification.Inexceptionalcircumstances,itmaybenecessarytodeviatefrompreciselyadheringtorequirements.However,suchvariationswillbeallowedonlywiththewrittenconsentofBrandManagementandtheHHCSpaDepartment.7.3.7RegionalInfluence:DifferentoradditionalSparequirementsmayapplytospecificregions.Specificrequirements,whererelevant,thatapplytotheseregionswillbeclearlyindicatedontheOnQInsider.7.3.8WhendesigninganddevelopinganewConradSpa,thehotelmusttakeintoconsiderationtherecommendationsfromtheSpamarketfeasibilitystudy,includingthelocalcompetitivesetandothernearbyHiltonFamilyofBrandspropertieswithSpas.7.3.9TheConradSpamustbeaminimum5,000sq.ft./465sq.m.(doesnotincludefitness,swimmingpooland/orfull-servicesalon).TheoverallcomplexityoftheConradSpafacilitieswillbemarketdrivenandmustbedesignedbyaBrand-approvedprofessionalspadesigner.7.3.10MinimumhoursofoperationforaConradSpamustbefrom9:00a.m.to8:00p.m.localtime,7daysaweek.MinimumageforSpais16(adultmustaccompanychildrenunder16).7.3.11Thefollowing(through7.3.14)representthecoreConradSpaservices(treatmentnamesandfinalservicesassortmentareTBD).Treatmentandmenuminimumrequirements:(a)AdiverseSpamenumustofferdifferentmodalitiesofmassage,skincareandwaxingservices,bodytreatmentssuchaswrapsandscrubs,in-roomtreatments,manicure/pedicure,salonservices(ifnotofferedwithinhotel),couples’servicesandoutdoortreatments,ifapplicable.(b)TreatmentsmustbeapprovedbytheBrandManagementandtheHHCSpaDepartment.(c)SignatureluxurySpatreatmentsandpackagesreflectingasenseofplaceandhistoryofthegeographicorculturalareamustbeoffered,asapprovedbyBrandManagementandtheHHCSpaDepartment.(d)In-roommassagemustbeoffereduntil10:00p.m.localtime.(e)ProductlinesmustbeapprovedbyBrandManagementandtheHHCSpaDepartment.7.3.12The“BluMediterranneo™”Spa,isthe“spaconcept”availableatthehotel,usingthe“BluMediterranneo™”Spaproductlinefrom“AquaDiParma™”.7.3.13TheConradSpamustofferarangeof21“BluMediterranneo™”products:(a)1eaudetoilette(b)8facetreatmentproducts(i)Gentlefacialcleanser(ii)Radiantdayandnightfacecream(iii)Decongestingeyecream(iv)Faceexfoliantcleanser(v)“BluMediterraneo”mask(vi)Purifyingmask(vii)Radianceboosterfacemask(viii)Renewingmassage(c)12Bodytreatmentproducts(i)Alloversoothingprotectivebalm(ii)Radiantbodynourisher(iii)Essentialoilpumicescrub(iv)Oxygenatingbath(v)Firmingwrap(vi)Toningwrap(vii)Detoxifyingwrap(viii)Aranciabodymassageoil(ix)Cipressobodymassageoil(x)Ficobodymassageoil(xi)Mandorlobodymassageoil(xii)FragrancefreebodymassageoilMAY2008 CONRADHOTELS&RESORTSBRANDOPERATINGMANUAL7Recreation7.3.14TheConradSpamustofferthefollowingBluMeditteranneo™SpaTherapies;(a)Naturalradianceskintherapies(i)Personalizedfacials•120,90and60minutes•Radiancerejuvenationintensivetreatment•Men’sgroomingandfacialtreatment(ii)Rejuvenatingbodytherapies•Detoxifyingbodytherapy•Firmingandtoningbodytreatment•Aromahydrotherapy•Bodypolish•TherapeuticmudandseasaltBalneotherapy(iii)Massage•Awidearrayofmassagemodalitiesmustbeavailableincludinga“BluMediterranneo™”signaturefaceandbodycombinationmassage.(iv)HandsandFeet•60and90minutedurations•Add-onexpressmanicures/pedicures(v)DayattheSpa•Aboutiquecollectionoffullandpartial-dayspapackagesmustbeavailable,withemphasisoncustomizeddayexperiences.(b)Holistic(i)Naturopathy•Nutritionalcounselling•Executivehealthassessment•Naturopathyconsultations(c)Retreats(i)2,5and7dayprograms•Holistichealth•Pureescape•Weightloss•Detoxification•ExecutivehealthTheaboverepresentthecoreConradSpaservices.TreatmentnamesandfinalservicesassortmenttobedeterminedbytheBrand.7.3.15TheConradSpamethodaddressesthe4keyperformanceindicatorsbelow:LymphaticDrainageMuscularAcupressureEffluerageEncouragestheRelaxes.Increasesbloodcirculation.Relaxationandimmunesystem.AerobicmuscularDetoxifies.tensionrelease.Reducespuffiness.activityincreasesReleasestension.Detoxifies.toneandskinRelaxation.resilience.Radiance.7.3.16TheConradSpamustofferthefollowingsignatureprotocols:(a)Stretchingmovements:interactivemomentswiththeclient,whilepreparingmusclesformassage(b)Deepbreathing:interactivemomentswiththeclient,whilepromotingrelaxationandoxygenation(c)Aromatichotoilapplication:sensorial,andmusclerelaxing(d)Acupressure:tensionrelease,oxygenation,detoxifying,andradianceenhancing(e)“BluMediterranneo™”fragranceinfusions:personalizedaromaticexperience7.3.17Otherrequirements:(a)Staff,includingestheticians,massagetherapists,andnailtechnicians,mustbestatelicensed(ifapplicable),nationallycertified(asavailable)andhighlyqualified.(b)Onepreparationroommustbelocatedneartreatmentarea.MAY2008 CONRADHOTELS&RESORTSBRANDOPERATINGMANUAL7Recreation7.3.18Salonconsiderationisbasedongeographicallocationandcustomermix-theremaynotbeaneedforaSalonincertainmarkets.Inallcases,theSalonmustbeseparatedfromSpareception,loungesandotherareasbyadoorthatcontainsthenoiseassociatedwiththeSalonoperations.(a)Salonreceptiondeskmustbeequippedwithphone,computer,cashregisterandcreditcardmachine.(ThisdeskmustbeseparatefromtheSpareceptiondesk.)(b)Seatingareawithupto2chairsper3stylingstationsmustbeprovided.(c)Stylingstationsmusthaveproductstorage,electricalequipmentstorage,guestfootrestsandadequateelectricalsupply.Powersocketsmustbehousedontheleft-handsidehalfwayfromthefloor.(d)Salonmustoffernail-careservicesconsistingof2manicurestationsand2pedicurestations(ifnotlocatedinSpa).(e)Infull-serviceSalons,adispensaryareawillbeprovidedforchemicalpreparationandstorage.7.3.19SpaoperationsmustcomplywithalllocalandstaterequirementsfortherapistsandSpalicensing(e.g.,healthdepartment).7.3.20Effectiveemergencysystemsmustbeinplaceinthefollowingareas:lockerrooms,generaltreatmentareaandReception(e.g.,panicalarm).7.3.21Eachguestmustcompleteamedicalquestionnairebeforetreatment.7.3.22TheInternationalSpaAssociationcodeofconductmustbestrictlyfollowed.7.3.23Material’sSafetyDataSheetsmustbeavailableforallproductsusedintheSpa.7.3.24ThehotelmustadheretotheHHCRiskManagementrequirements.7.3.25Operatingstandardsmustbecompliantwithspecificregionalcustoms,regionandreligiousstandards.7.3.26OperatingandtreatmentstandardsmustbeapprovedbyBrandManagementandtheHHCSpaDepartment.7.4JOGGING7.4.1Ajoggingmapindicating2differenttracksofdifferentlengthsmustbeavailableattheConciergedesk(ConradUrbanHotels)orplacedinGuestServicesDirectoryorstationeryfolderineachroom(ConradResorts).7.4.2Scriptonjoggingmapmustreadasfollows:DearRegisteredGuest,Wearepleasedtoprovidethismapforyourusewhileenjoyingyourstayin[cityname].Werecommendrunningonlyduringdaylighthoursandthatyouexercisewithduecareforyourhealthandsafety.Asanalternative,pleaseenjoyourhealthfacilitieslocated[indicatefloor],includingavarietyoftreadmillsandweightmachines.MAY2008 CONRADHOTELS&RESORTSBRANDOPERATINGMANUAL8Clublounge CONRADHOTELS&RESORTSBRANDOPERATINGMANUAL8Clublounge8.1CONRADCLUBLOUNGE8.1.1Basedonthehotelsizeandmarketdemand,thehotelmayconsidertheneedtoofferthefacilitiesandservicesofaClubLounge.8.1.2TheClubLoungespecificationsmustsatisfytheBrandDesignandConstructionManualandthefollowingBrandOperatingStandards.8.1.3BrandMarketingmustapproveallClubLoungeprintedmaterialanddesign.8.1.4TheClubLoungemustbestaffedwithadedicatedManagerandappropriatehotelemployeesupportbetweenthehoursof6:30a.m.and11:00p.m.localtime,7daysaweek.8.1.5TheClubLoungemustbeequippedtohandleguestregistrationanddepartureprocedures.8.1.6TheClubLoungemustfeatureanarrayofcomfortableseatingoptions,includingsinglechairswithottomansorlounges,sidetablesandcoffeetables.8.1.7TheClubLoungemusthaveatleastone,minimum42”/107cm,flat-panelLCDHDTVshowinginternationalnewsandinternationalsportchannelsandalsohaveanassigned“quietzone.”8.1.8Smokingpolicyisapplicableasperapplicablelaw,andsmokinglocationsmustbeclearlymarkedandseparatedfromthenon-smokingareas.Ifsmokingisallowed,theClubLoungemustbeequippedwithair-filteringanddeodorizingunitsmeetingtheBrand’srequirements.8.1.9Aminimumof3qualityinternationalnewspapers,onequalitylocalnewspaperandthemagazinesNewsweek,Fortune,TheEconomistandTimemustbeavailableintheClubLoungethroughouttheday.8.1.10Aminimumof2qualityreadingmaterialsincludingagender-appropriatemagazineselectionwithbroadappeal,e.g.,travel,fashion,wellness,business,sportsorotherrelevantthemesmustbeavailableintheClubLoungethroughouttheday.8.1.11AninvitingConradBreakfast,with2hotitems,mustbeofferedandservedintheClubLoungeataminimumbetween7:00a.m.and10:30a.m.localtime.8.1.12Conradblendgroundcoffee,3Indianand2Chinaleafteas,3herbalinfusions,3juices,2watersand3softdrinks,smallbakedgoodsand2freshfruitsmustbeavailablethroughouttheday.8.1.13AfternoonteamustbeofferedandservedintheLounge,ataminimumfrom3:00p.m.to5:00p.m.localtimeand,inadditiontotheall-dayitems,mustofferhotchocolate,2typesofqualityfingersandwichesand2differentqualitypastries.8.1.14Eveningdrinksmustbeoffered,ataminimumfrom5:00p.m.to7:00p.m.localtime,andmustconsistof,wherepermitted,achoiceof6openwines,4qualityspiritsand2vermouths,inadditiontowatersandsoftdrinks,servedwithaselectionof3canapés(1hot)promotingthehotel’sfoodandbeveragemenuofferings,and2savoryaccompaniments.8.1.15TheremustbeclearandvisiblesignsinpublicareasofthehoteltoindicatedirectionstotheClubLounge.8.1.16TheremustbeclearlabelsinallelevatorsindicatingtheClubLoungelevel.8.1.17AdescriptionoftheClubLoungebenefits,servicesandhoursofoperationmustbelistedintheDirectoryofServices.MAY2008 CONRADHOTELS&RESORTSBRANDOPERATINGMANUAL-SERVICEDELIVERYSTANDARDSMeeting&business9services CONRADHOTELS&RESORTSBRANDOPERATINGMANUAL9Meeting&businessservices9.1MEETINGFACILITIES9.1.1ThehotelmustofferMeetingandBusinessfacilitiesinthehotel,unlesstheBranddeterminesatitsdiscretionthatthehotelisnotsuitablefortheseservicesorthelocationofthehoteland/ormarketdemanddoesnotjustifya“MeetingConradStyle”product.9.1.2IfthehotelhasMeetingandBusinessfacilities,theymustbeequippedandplannedbyaBrand-approveddesignerandsupplier.OwnermustensurethattheMeetingandBusinessfacilitiesanditshotelemployeesandothercontractorscomplywithallapplicablelaws.9.1.3ThefollowingaretheMeetingandBusinessfacilitiesrequirementsthatthehotelmustsatisfyifthehoteldesirestorefertoanonsitefacilityasaMeetingorBusinessFacilitywhetherornottheword“Meeting”or“Business”isusedinthefacilityname.9.1.4IftheMeetingorBusinessfacilitiesareoutsourcedtoathird-partyoperator,theoperatormustcomplywithallphysical,cleanlinessandservicestandardsandissubjecttoperiodicQAinspection.Thehotelisresponsibleforensuringcompliance.Non-compliancewithBrandStandardsbyathird-partyoperatorconstitutesnon-compliancebytheOwner.9.1.5ThematerialsandfinishesusedintheMeetingandBusinessfacilitiesmustmeettheminimumstandardsasoutlinedintheBrandDesignandConstructionManual.9.1.6AllnewMeetingorBusinessfacilitiesorrenovationsofexistingMeetingorBusinessfacilitiesmusthavecompleteplansandspecificationsapprovedbyBrandManagementandtheHHCDesignandBrandDesignandConstructionpriortoorderingmaterialsorcommencingconstruction.9.1.7Guestsmusthavebarrier-freeaccesstomeetingspaces.9.1.8Eachmeetingroommusthaveinternalcoatstoragespacefortheoccupants,avisualaidscabinetwithwhiteboard,tackboard,andadisplayrail.9.1.9AllcollateralandConrad-brandeditemsmustbeproducedaccordingtothelistintheConradBrandIdentityManual.9.1.10Meetingpre-functionandbreak-outareasmusthave:(a)Clearsignageforrestroomsandmeetingrooms(b)Poweroutletconveniencereceptacles,telephoneoutletsandwirelesshigh-speedInternetaccess(HSIA)connections.9.1.11AdescriptionoftheMeetingandBusinessfacilities,servicesandtelephoneextensionsmustbelistedintheDirectoryofServices.9.1.12Meetingroomsmusthaveanon-smokingpolicy,withanalternativesmokinglocationprovided,wherepermittedbylocallaws9.2COATROOM9.2.1Coatroomsmustbeadjacenttomeetingroompre-functionareasandconvenienttorestaurantsandlounges,asclimaterequires.9.2.2Coatroomsmustconsistofareceptioncounterbehindwhichisanattendant’sspaceandanenclosedcoathangingroomaccessedbyadoor.9.2.3Thecoatroomreceptioncountermustbefullyclosedoffwhennotinoperation.9.2.4Qualitywoodencoathangersmustbeused.MAY2008 CONRADHOTELS&RESORTSBRANDOPERATINGMANUAL9Meeting&businessservices9.3MEETINGROOMAMENITIES9.3.1Meetingroomsmustinclude,ataminimum,thefollowing:(a)AllapplicableprintedmaterialsandproductslistedintheBrandIdentityManual(b)Individually-wrappedcandies(c)Iced,glass-bottledwater,glassesoncoasters(d)High-speedInternetaccessasperHHCspecifications9.3.2Thehotelmusthavethefollowingaudio-visualequipmentavailableatthehoteloravailablethroughanoutsidevendorupon24-hournotice:(a)Projectionscreen(b)Microphones:lectern,table,handheld,lavaliere(wiredandwireless)(c)Podiumand/orlecternwithplaquebearingthehotel’snameandConradlogo(d)35mmslideprojector(e)Flat-panelLCDHDTVwith42”/107cmmonitor(f)Easelswithflipchartsandmarkers(g)LCDprojector(h)Dryeraseboardwithmarkeranderaser(i)Extensioncords(j)Faxandphotocopyservices9.4MEETINGROOMCONRADSERVICE9.4.1Allmeetingroomsmusthaveatleastonephonepre-programmedwithaConradServicehotkeybutton.9.4.2Thephonesetmustbeinaconvenientlocationandmustalwaysbeavailable.9.5MEETINGSCONRAD®STYLE9.5.1MeetingsConradStylemulti-purposeroom:Thehotelmusthavearangeofmulti-purposemeetingroomsthatcanbeusedtohostbusinessmeetingsandpresentationsforupto50people.(a)Meetingroomsmusthavethefollowingproductfeatures:(i)Wall-mountedsignindicatingthefunctionroomnamesupportedwithaLCDdisplayforinformationservices(ii)Entranceandservicedoorswithelectroniclocksandcloserswithholdopencapability(iii)Ergonomicchairswithpaddedarmsandleatherupholstery,swivel/tiltbasesandcasters(iv)Tabletopsofhighqualitywithawoodensurfaceorbetterandaleatherwritingmat(v)Built-inorfree-standingcredenzawithabuilt-in,1.76cubicft./50Lrefrigeratororminibarstockedwithcomplimentarywaters,2.29cubicft./65Lfloormodelsafedepositboxandquality,pod-typecoffeemaker(vi)Wardrobewithwoodencoathangers(vii)Highqualityartwork/pictures(viii)Dressandblackoutcurtains(ix)Ceilingrecessed,electricallyoperatedLCDprojector(ineachmeetingroomorsubdivision);controlswitchlocatednearroomlightcontrolswitches(x)Soundsystemwithaccessiblecontrols(xi)Built-inmulti-formatDVDandvideoplayer(xii)Flipchart(oncustomerdemand)(xiii)Largewastepaperbasket(min0.76cubicft./20L)(xiv)Officestationerykit(b)Technicalequipment:(i)Sufficientpowersocketsinwall(oneevery20ft./6m.)(ii)OneMATVreceptacleineachmeetingroomsubdivision(iii)Powersocketsconcealedinflush-mountfloorboxes(onlyifthehotelisanewbuildorarenovation)(c)Communication:(i)TelephoneoutletsandHSIAconnectionsinstalledineachsectionofthemeetingroom(ii)Polycomconferencingcallunit(iii)Multi-formatDVDandvideoplayer(iv)Pointer(mechanicorelectronic)available(v)Lecternavailable(d)Environment:(i)Individuallyadjustableclimatecontrol(ii)Recessedlightingwithbothdirectandindirectfluorescentlights,pre-setdimmercontrolled,directincandescentlightsandwallwashortracklightstoprovidelightingforperimeterofroom(decorativechandeliermaybeused)(iii)50dbminimumsoundabsorptionofpartitions,wheninstalledMAY2008 CONRADHOTELS&RESORTSBRANDOPERATINGMANUAL9Meeting&businessservices9.5.2MeetingsConradStyleboardroom:Theboardroommustmeetthefollowingrequirements:(a)Productfeatures:(i)Furnishingsanddecorcreatinganambienceofexecutive-styleluxury(ii)Wall-mountedsignindicatingthefunctionroomnamesupportedwithanLCDdisplayforinformationservices(iii)Entranceandservicedoorswithelectroniclocksandcloserswithhold-opencapability(iv)Permanentconferencetablewithaminimumseatingcapacityof12;surfacesandedgesmadeofwoodorstone(v)Ergonomicchairswithpaddedarmsandleatherupholstery,swivel/tiltbasesandcasters(vi)Tabletopsofhighqualitywithwoodensurfacesorbetterandleatherwritingmat(vii)Built-inorfree-standingcredenzawithabuilt-in,1.76cubicft./50Lrefrigeratororminibarstockedwithcomplimentarywaters,2.29cubicft./65Lfloormodelsafedepositboxandquality,pod-typecoffeemaker(viii)Wardrobewithwoodencoathangers(ix)High-qualityartwork/photographs(x)Dressandblackoutcurtains(xi)Ceilingrecessed,electricallyoperatedLCDprojectorineachmeetiangroomorsubdivision;controlswitchlocatednearroomlightcontrolswitches(xii)LCDHDorplasmascreenTV(minimum42”/107cm.)recessedinwall(xiii)Soundsystemwithaccessiblecontrols(xiv)Build-inmulti-formatDVDandvideoplayer(xv)Flipchart(oncustomerdemand)(xvi)Largewastepaperbin(minimum0.76cubicft./20L)(xvii)Officestationerykit(b)Technicalequipment:(i)Sufficientpowersocketsinwall(1every20ft./6m.)(ii)OneMATVreceptacleineachmeetingroomsubdivision(iii)Powersocketsconcealedinflush-mountfloorboxes(onlyifthehotelisanewbuildorarenovation)(c)Communication:(i)TelephoneoutletsandHSIAconnectionsinstalledineachsectionofthemeetingroom(ii)Polycomconferencingcallunit(iii)Multi-formatDVDandvideoplayer(iv)Pointer(mechanicorelectronic)available(v)Lecternavailable(d)Environment:(i)Individuallyadjustableclimatecontrol(ii)Recessedlightingwithbothdirectandindirectfluorescentlights,pre-setdimmercontrolled,directincandescentlightsandwallwashortracklightstoprovidelightingforperimeterofroom(decorativechandeliermaybeused)(iii)50dbminimumsoundabsorptionofpartitionswheninstalled9.5.3Equipment,operatingsuppliesandprintedmaterialsmustmeetthefollowingminimumstandards:(a)Allareclean,ingoodrepair,neatandwellorganized.(b)Menusofferavarietyofcold,hotandvegetarianitems,includinginternationalandlocalclassiclightmealsandàlaminutequick-serviceitems.(c)Menusareavailableinaselectionoflanguagesthatmeetsthemeetingguestprofiles.9.5.4Buffetserviceandproductstandardsmustmeetthefollowingminimumstandards:(a)Countershavechilled,hotandambientsections.(b)HotfooditemsareidentifiedinbothEnglishandthelocallanguage.(c)Dishesarereplacedwhen1/3full.(d)Presentationisappetizinganditemsareeasilyreachable,notoverlydecoratedinmedium-sized(ratherthanoversized)displays.(e)Itemsarefrequentlyreplacedandatappropriatetemperatures,asrequiredbylocalhealthcode.(f)Suitableservingutensilsareusedandfrequentlyreplaced.9.5.5Meetingservicesmustincludethefollowingstandards:(a)Cutlerymustbeclean,withoutspotsordirtandinas-newcondition.(b)Glassesandporcelainmustbewellpolished,clean,andinas-newcondition.(c)Tablesmustbeclean,stableandinas-newcondition.(d)Linenmustbeclean,freeofwrinklesandinas-newcondition.(e)Uniformsofmeetingandbanquetstaffmustalwaysbecrisp,clean,polishedandwellfitting.StaffmembersmustwearaBrand-designatednamebadge.(f)Menusmustbewithoutspellingmistakes,clean,andinas-newcondition.(g)TheMeetingandBanquetingManagermustbeactiveandvisiblyengagedintheguestserviceactivities.MAY2008 CONRADHOTELS&RESORTSBRANDOPERATINGMANUAL9Meeting&businessservices9.6BUSINESSCENTER9.6.1ThehotelmusthaveafullserviceBusinessCenter.9.6.2TheBusinessCentermustbeaccessible24hoursaday,7daysaweekwithguestroomkeyaccess.9.6.3TheBusinessCentermustbestaffedfrom8:00a.m.until8:00p.m.weekdaysand10:00a.m.until5:00p.m.weekends(localtimes).9.6.4Theentrydoormusthaveanelectroniccardkeyaccesslock.9.6.5AttheBusinessCenterentrance,theremustbeareceptiondeskequippedwithtelephoneanddataports,withonestationforahotelemployee.9.6.6ThehotelmustprovideameetingcornerintheBusinessCenterwith4loungechairsandacoffeetable,equippedwithapoweroutletanddataport.9.6.7Equipment,operatingsuppliesandprintedmaterialsmustmeetthefollowingstandards:(a)AllprintedmaterialsmustbeapprovedbyBrandMarketingbeforeprinting.(b)AllscreensmustdisplayaBrand-approvedscreensaverandlog-onpage.(c)Everythingmustbeclean,wellorganizedandingoodworkingorder.(d)Informationandservicechargesmustbeavailableinaselectionoflanguagesthatmeetsthemeetingguestprofiles.9.6.8Businessservicesmustincludethefollowingstandards:(a)Glassesandporcelainmustbewellpolished,cleanandinas-newcondition.(b)Tablesmustbecleanandinas-newcondition.(c)Employeeuniformsmustalwaysbecrisp,clean,polishedandwellfitting.(d)EmployeesmustwearaBrand-designednamebadge.(e)Informationfoldersandleafletsmustbewithoutspellingmistakes,cleanandinas-newcondition.9.6.9TheBusinessCentermustbeequippedaccordingtothefollowingrequirements:(a)Productfeatures:(i)Adapters:•Localcurrentadapter•4-wayadapter•Computerpowercablewithlocalcurrentfitting•Phonesocketadapter(ii)PCaccessories(iii)Spares:•Batteriesforlaserpointer/remotecontrol•Localcablesforlaptops,etc.•Localtelephonecablesortelephoneplugs•Cablestofitcomputerequipment(b)Businessservices:(i)Photocopying(ii)Faxing(iii)Typing/word-processing(iv)Printerlink(forlaptop)(v)Documentbindingandlaminating(vi)Messagehandling(vii)Postageandcourier(viii)Informationsourcing(c)Technicalequipment(qualitydesignandtechnologicallyadvanced):(i)Lasercolorprinterwithdrivers,available24hoursperday(ii)All-in-oneinkjetprinter(iii)Copymachinewithcollatingability(iv)Faxmachine(plainpaper)(v)Scanner(ifnotpartofall-in-oneinkjetprinter)(vi)Web-basedPrinterOn™accessiblefromallworkstations(d)Communication:(i)2portabletelephonesforguestuseand/orrental(optional)(ii)2pagersforguestuseand/orrental(iii)TeleadaptAnyFillrapidmobilephonechargerMAY2008 CONRADHOTELS&RESORTSBRANDOPERATINGMANUAL9Meeting&businessservices9.6.10BusinessCenterreferencelibrary,designedtoprovidequickaccessto:(a)Selectionofinternationalnewspapersandmagazines(b)Localtradeinformation(c)Embassyandconsulateinformationandgovernmentinformationoffices(d)Businesstelephonedirectory(e)Yellowpages(f)English,French,German,Spanishandlocallanguagedictionaries(g)Local“Who’sWho”(h)Listingoflocalclubsandorganizations(i)Airlinetimetables9.6.11AdescriptionoftheBusinessCenter,services,hoursofoperationandtelephoneextensionsislistedintheDirectoryofServices.9.6.12BusinessPCworkstationsmustbeavailable24hoursadayandmeetthefollowingspecifications:(a)Productfeatures:(i)Minimumof31.5sq.ft./3.5sq.m.foreachPCworkstation(ii)Minimumof3workstationsperBusinessCenter(iii)2standalonePCswithHSIAaccess•Space-savinganduser-friendlyall-in-oneinkjet(Dell/Sony/Cybernetorequivalent)•ConfiguredforWi-FiLAN•MicrosoftOfficeXPornewersoftware•DVDandCDwriter•CD-ROM•Built-inspeakers•17”/43cm.or19”/48cm.LCDscreen•Wirelesskeyboardandmouse•AccessibleUSBportsorUSBhub(iv)Oneworkstationforlaptopconnectivity(v)Low-levelscreensbetweenworkstations(vi)Desklightsorsufficientceilinglighting(vii)Officestationerykits(b)Connectivityequipment:(i)Duplexpoweroutletinlocalstandardandvoltage(ii)Duplexpoweroutletin220Vand110V(iii)TwoRJ45sockets(iv)RJ45-RJ45cables(v)Spareextensioncables(c)Communication:(i)OnetelephonelineperworkstationterminatingintwoRJ45outletsaspartofthestructuredcablingsystem9.6.13Businessworkstationsmustbeconfiguredwithreasonablesecurityprecautionstoprotecttheguestfromviruses,spyware,electronicfraudandidentitytheft,andmustmeetthefollowingrequirements:(a)Workstationsmustemploymanagedsoftwareorservicestorestoretheworkstationtoitsoriginalconfigurationaftereachusebytheguest.(b)Workstationsmusthaveactiveanti-virussoftwareinstalledandrunningwithcurrentvirussignatures.(c)Workstationsmusthaveactiveanti-spywaresoftwareinstalledandrunningwithcurrentspywaredefinitions.(d)MicrosoftWindowsandOfficemusthavethelatestsecuritypatchesinstalled.(e)BusinessworkstationhardwaremustbevisuallyinspectedatleasttwiceperdayfortamperingortheinstallationofhardwarethatisnotapprovedbytheBrand.9.7PACKAGE,MAILANDFAXHANDLING9.7.1Faxes/Messages/Mail/Packages(a)Thehotelmustdeliverincomingandconfirmationofsuccessfuloutgoingfaxestotheguestroomwithin30minutesofsending/receipt.(b)FaxeswillbeplacedinsidetheguestroominaConradfaxenvelope.(c)Allfaxtransmissionssentbyguestsmaybechargedatthehotel’sowndiscretionprovidedthehotelmaintainsmaximumpricingintegritycomparedwithlocalmarket.(d)Thehotelmustdelivertextmessages,mail,parcels,receipt/confirmationnoticesfromthird-partydeliveryservice(FedEx,UPS,etc.)within30minutesofreceipt.(e)Themessagelightwillbeturnedonintheguestroomwithin5minutesofreceiptofanyguestfax,mail,messagesorparcel.MAY2008 CONRADHOTELS&RESORTSBRANDOPERATINGMANUALRetail,concessionaire10&showcases CONRADHOTELS&RESORTSBRANDOPERATINGMANUAL10Retail,concessionaire&showcases10.1CONCESSIONAIRES10.1.1Allthird-partyarrangementsmustreceiveBrandManagementapprovalbeforeproceeding.10.1.2AllnewconcessionfacilitiesorrenovationsofexistingfacilitiesmusthavecompleteplansandspecificationsapprovedbyBrandManagementpriortoorderingmaterialsorcommencingconstruction.10.1.3ConcessionairesmaybeusedorgrantedbythehotelonlyforactivitiesthatareapprovedbytheBrand.10.1.4ConcessionairesmustbeoperatingunderthetermsofasignedagreementbetweentheConcessionaireandthehotel.10.1.5ConcessionairesmustnotbeauthorizedorpermittedtouseanyoftheMarksforanypurpose.Co-brandingcanbeapprovedonlybyBrandManagement.10.1.6Concessionairesmustbequalifiedandreputableintheirfield.10.1.7SpecialconsiderationsapplywheretheConcessionaireisinvolvedinhazardousactivities,includingwaterborneandairbornecraft,fitnessfacilities,andwatersports.Incasesofwatersports,divingandscubadivingactivities,theoperationofwatercraftoraircraft(includinghotairballoons)andotherhazardousactivities,theConcessionairemustmaintaininsurancepolicieswithlimitsofliabilityofatleast$1,000,000andmustfullyindemnifyOwnerandHHCandeachofsuchentitiesowners,subsidiariesandaffiliatesnoworhereafterexisting.10.1.8EachConcessionairemustmaintainadequateinsuranceforitsbusiness.ItistheOwner’sresponsibilitytoensurethatConcessionairesprocureandmaintaininsurancepolicieswithadequatelimitsofliability,andthatConcessionairesfullyindemnifyOwnerandHHCandeachofsuchentities’owners,subsidiariesandaffiliatesnoworhereafterexisting.(a)AllpoliciesunderthisBrandOperatingStandard10.1mustnameOwnerandeachofsuchentities’owners,subsidiariesandaffiliatesoperatinginthecountrywherethehotelislocated(includingtheirofficers,directorsandemployees)asadditionalinsuredparties,andgrantawaiverofsubrogationinfavorofTheBrand.(b)AnyConcessionaireinvolvedintheoperationoffitnessfacilities,saunas,spasorbeautytreatmentsatthehotelmustprovideevidenceofprofessionalliabilityand/orincidentalmedicalmalpracticeinsuranceinadditiontothatprovidedbytheothercoverages.Thepolicymusthavealimitofliabilityofatleast$1,000,000.Concessionairesutilizedinthesefieldsmustbemembersofarelevantprofessionalbodyandbedeemedtobeexpertsintheirfieldaccordingtothenatureoftheactivities.ThehotelmustprovidetotheBrandevidenceofeachConcessionaire’sprofessionalqualificationsintherelevantactivityandtheinsurancecoverage,ifany,providedbythatprofessionalbody.(c)AllinsurancepoliciesrequiredbythisBrandOperatingStandard10.1mustbemaintainedbytheConcessionaireinfullforceandeffectduringthetermoftheoperationofthebusinessbytheConcessionaireatthehotelandforareasonableperiodthereafter.10.1.9AnyConcessionaireorotherthirdpartyoperatingabusinessatthehotelmustcomplywithallphysical,cleanlinessandservicestandardsoftheBrandandissubjecttoperiodicQAinspectionbytheBrand.Thehotelisresponsibleforensuringcompliance.Non-compliancewithBrandStandardsbyathird-partyoperatorconstitutesnon-compliancebytheOwner.10.1.10AdescriptionoftheConcessionaires,hoursofoperationandtelephoneextensionsarelistedintheDirectoryofServices.MAY2008 CONRADHOTELS&RESORTSBRANDOPERATINGMANUAL10Retail,concessionaire&showcases10.2RETAILOUTLETS10.2.1Co-brandingcanonlybeapprovedbyBrandManagement.10.2.2Thehotel’sRetailOutletsmustcomplementorenhancetheBrand’sLuxurypositioninginthemarket.10.2.3PlansandspecificationsforallnewretailorconcessionfacilitiesorrenovationsofexistingfacilitiesmustbeapprovedbyBrandManagementpriortoorderingmaterialsorcommencingconstruction.10.2.4RetailOutlets’exteriorsandinteriorsmustbecleanandwellmaintained.10.2.5RetailOutlets’openinghoursmustbeclearlyposted,andhoursmustbekept.10.2.6RetailOutletsmustbestaffedbycashier/salesassociateswearingauniformandnamebadgeapprovedbyhotelmanagement.10.2.7ThehotelmusthaveatleastoneGiftShopRetailOutlet,onpremisesandinthevicinityofthehotelLobbyarea.10.2.8ThefollowingaretheRetailOutletrequirementsthatthehotelmustsatisfyifthehoteldesirestorefertoanonsitefacilityasaGiftShopwhetherornottheword“GiftShop”isusedinthefacilityname.10.2.9GiftShopinventorymustbediverseandoffercommontravelamenities:(a)Wideselectionofinternationalnewspapersandmagazines(thedisplayorsaleofadultmaterialisnotallowed)(b)Non-prescriptiondrugsandfirst-aidsupplies(c)Selectedtoiletriesandcosmetics(d)Confectionariesandcandies(e)Localgiftitems(f)Conradlogowearandleathergoods10.2.10Complimentarygiftwrappingmustbeofferedforitemspurchasedinthehotel.Itemspurchasedfromoutsidearewrappedatcost.10.2.11Vendingmachinesarenotallowed.10.2.12HotelguestsmustbeabletochargetotheirroomaccountanyreasonablepurchasesfromtheGiftShop.10.2.13ThehoursofoperationandtelephoneextensionforeachretailoutletincludingtheGiftShoparelistedintheDirectoryofServices.10.3FLOWERSHOP10.3.1.IfthehotelhasaFlowerShopthatisoperatedin-houseoronaconcessionarybasis,theFlowerShopmustcomplywiththeBrandOperatingStandardsbelow.10.3.2.TheFlowerShopmustsupplyfresh,domesticandexoticortropicalflowers,availableindividuallyorinarrangementsanddesignedattheguest’srequest.10.3.3.FlowerShopservices,hoursofoperationandtelephoneextensionmustbelistedintheDirectoryofServices.10.4SHOWCASES10.4.1Iffixedorstandalone,Showcasesareincludedintheoriginaldesignspecificationsorunderconsiderationtobeprovidedatalaterstage.AllShowcasesmustcomplywiththeBrandOperatingStandardsbelow.10.4.2ShowcasesmustcomplementorenhancetheBrand’sluxurypositioninginthemarket.10.4.3ProductsconsideredfordisplaymustbeapprovedbyBrandManagement.10.4.4AllnewShowcasefacilitiesorrenovationsofexistingfacilitiesmusthavecompleteplansandspecificationsapprovedbyBrandManagementpriortoorderingmaterialsorcommencingconstruction.MAY2008 CONRADHOTELS&RESORTSBRANDOPERATINGMANUALSafety&11security CONRADHOTELS&RESORTSBRANDOPERATINGMANUAL11Safety&security11.1SAFETYPROGRAM11.1.1TheBrandexpectstheOwnertotreatthesafetyofcustomersandguestsatthehotelwiththehighestregard.Tothatend,theBrandOperatingStandardsbelow,aswellasanyotherBrandStandardsinthisManualrelatedtothesafety,healthorwellnessofguestsorothervisitorstothehotel,areminimumstandardsonly.TheBrandrecommendsthattheOwnercarefullyexamineallBrandStandardsandtakesuchadditionalprecautionsandimplementsuchadditionalproceduresastheOwnerdeemsnecessarytoprotectthesafety,healthandwellnessofguestsandothervisitorstothehotel.11.1.2ThehotelmusthaveanactiveSafetyTrainingProgram.Allhotelemployeesmustbetrainedaccordingtoapplicablelawconcerningfire,foodandsafetyanddisabilityawareness.11.1.3Thehotelmustmaintainpersonnelrecordsdocumentingthatallhotelemployeeshavereceivedsuchtrainingwithin90daysofhire.11.1.4Thehotelmustcomplywithapplicablelawsconcerningsafetyrequirements.11.2SECURITY11.2.1Thehotel’ssecuritystaffmustconstantlypatrolhotelpremises.11.2.2ClosedcircuitTV(CCTV)mustrecordandcoverfrontandbackofhouseareas.Recordingsmustbemaintainedinaccordancewithapplicablelaw.11.2.3Camerasmustbeinplaceandmustcoverthefollowinglocationsincompliancewithapplicablelaw:(a)Loadingdockandreceivingareas(b)HeartofHousecorridorsleadingtoloadingdockandstaffentrance(c)Serviceandguestelevators(d)Lobbylounge(e)Receptionarea(f)Allcash-handlinglocations(g)Guestfloorcorridorsandelevatorlandings(h)Parkingentrance(i)Casinos(j)BusinessCenterandFitnessfacilitieswith24-hourguestkeyaccess11.2.4Thehotel’ssecuritystaffmustwearuniformsthatarecrisp,clean,polishedandwellfitting.11.2.5EmployeesmustwearaBrand-designatednamebadge.11.2.6Whereapplicable,thedresscodeforsecurityemployeeswillbeciviliandressandnota“security-specific”uniform.11.3GUESTROOMKEYS11.3.1DesignandprintofguestroomkeysmustbeaspertheBrandIdentityManual.11.3.2Allguestsmustbeofferedeitheroneor2keystotheirroom.11.3.3Roomnumbersmaynotbewrittenonanykeyatanytime.11.3.4Newkeysmaybeissuedonlyiftheidentityoftheguestisverified.11.3.5Ahotelemployeewithafreshlyproducedsetofkeysandamasterkeymustescortallguestswhohaveexperiencedalockproblem.11.3.6Undernocircumstancesmayguestswhoseidentitycannotbeverifiedbeletintoaroom.(Hotelemployeesmustadvisesuchpersonsthatforsecurityreasonstheycannotbeletintotheroom;thentheymustbeaccompaniedtotheelevatoranddirectedtoReception.)11.3.7Hotelemployeesinroomsmustneveropenthedoorforguestsknockingonthedoor.11.3.8AllhotelemployeeswhogainaccesstoguestroomsmustimmediatelyinformEngineeringifalow-batteryfeatureisactivated.MAY2008 CONRADHOTELS&RESORTSBRANDOPERATINGMANUAL11Safety&security11.4MASTERKEYCONTROL11.4.1Thehotelmustimplementakey-controlprogram.11.4.2Thehotelmustmaintainawrittenpolicythatmonitorsandcontrolstheissuanceandretrievalofallmasterkeysforbothhotelmanagementandhotelemployees.11.4.3Onefullsetofkeysmustbeclearlylabeledandkeptbythehotel’saccountingorsecuritystaff.11.4.4Onefullsetofkeys(original)mustbeclearlylabeledandstoredinthehotel’smainsafe.11.5GUESTROOMSECURITY11.5.1Allguestroomentrydoorsmustbeequippedwith180-degreedoorviewers.11.5.2AllguestroomslidingglassdoorsmustbeequippedwithaBrand-approvedsecondarylockingdeviceingoodworkingorder.11.5.3Allguestroomentrydoorsmustdisplaysecurityandemergencyinstructionsonthebackofthedoororonthewallimmediatelyadjacenttothedoor.11.5.4AllguestroomdoorsmustbeequippedwithBrand-approvedelectroniclocks.11.5.5Allguestroomentrydoorsmustbeequippedwithanautomaticdoorcloserthatfullyclosesandcatchesthedoorlatchwhenreleased,pertherequirementsintheBrandDesignandConstructionManual.11.5.6Slidingglassdoorstobalconiesorpatiosmusthaveasafetyinstructiondecalaffixedtotheinsidepaneofglassadvisinggueststoutilizelockingdevicesandnottoleavechildrenunattendedonbalconies.11.5.7In-roomsafes,cleanandinas-newcondition,mustbeavailableforguestuse.11.5.8In-roomsafesmustbelargeenoughtocontainalaptopandmustbeeasytousewithclearinstructionsdisplayedinkeymarketlanguages.11.5.9In-roomsafesmustbesafelysecuredinthecloset/wardrobeatwaistheight.11.5.10Inaddition,guestsafesmaybeprovidedatReception,andmustbeprovidedinrecreationandmeetingroomlocations.11.5.11AdisclaimernoticeapprovedbytheBrandmustbeaffixedtoeachsafe.11.5.12Safesmaynothaveanelectricaloutlet.11.6RESTRICTIONONHOUSEPHONES11.6.1Allhousephonesinthepublicareasandlobbiesofthehotelmustberestrictedfromdialingdirectlytoguestrooms.11.6.2IfthehousephonedoesnotautomaticallyringtotheOperator,anoticemustbepostedatthehousephonestatingthatguestroomsmaynotbedialedfromthatphoneandprovidinginstructionsonhowtoreachthehotelOperator.11.6.3HousephonesmustallowcallstootherhotelservicessuchastheRestaurant.11.6.4Ifthetelecommunicationssystemisnotcapableofrestrictingcallstoguestroomswhileallowingcallstohotelservices,thenhousephonesmustrestrictalldirectdialingandautomaticallyconnecttothehotelOperatorassoonasthehandsetislifted.MAY2008 CONRADHOTELS&RESORTSBRANDOPERATINGMANUAL11Safety&security11.7LOSTANDFOUND11.7.1Lostandfoundarticlesmustbedated,storedandmaintainedinasecureareainaccordancewithapplicablelaw.11.7.2Lostandfoundarticlesmustbeheldforatleast90days(oralongerperiodspecifiedbyapplicablelaw).11.7.3Allfoundofficialdocuments(e.g.,passports,identitycards,transportcardholders)mustbeimmediatelyreportedtotheappropriateorganizations(e.g.,embassies,chancellery,transportoffice,localauthorities).11.7.4Allfoundbankcreditcards,travelers’checksandcashcardsmustbeimmediatelyreportedtotheappropriatebranchortheirinternationalservicenumber.11.7.5Allfoundvaluableitems(computers,jewels,cash,mobiletelephones,camerasorsimilar)mustbestoredinasafeandmustbelabeledandcross-referencedtotheentryinthefoundhotelregister.11.7.6Thehotelmustmaintainrecordsoflostandfoundarticlesandestablishprocedurestoensureaprompt,accurateresponsetoguestinquiriesconcerningthem.11.7.7Regular,witnessedauditsoftheregisterandcupboardcontentsmustbeperformedandrecordedbytheappropriatedepartment.11.7.8AManagermusthaveaccesstothesecuredlostandfoundarea24hoursadaytoprovideitemstoguests.11.8WATERSUPPLYANDREFRIGERATORTEMPERATURES11.8.1WatersupplytemperaturecontrolsmustmeetallapplicablelawsandconformtotheBrand’sstandardsissuedfromtimetotime.11.8.2Refrigeratorsandfreezersmustmeetallapplicablelawsandhaveaworkingthermometerincloseproximitythatisvisiblefromtherefrigeratororfreezer.11.9FIRESAFETYSYSTEMS11.9.1Firesafetysystemrequirements:Minimumstandardsforfiresafetysystemsaredetailedbelow.Theseminimumstandardsdonotsupersedemorestringentstateandlocalrequirements.(a)Firealarmsystemandfiresprinklersystem:AllareasofthehotelmustbeequippedwithafirealarmsystemandautomaticfiresprinklersysteminaccordancewiththecurrentversionoftheBrandDesignandConstructionManual.(i)Firealarmsystem:ThefirealarmsystemmustbecomprisedofUnderwritersLaboratory-approvedequipmentanddevices.Theinstallation,locationandspacingofsuchequipmentanddevicesmustbeinaccordancewiththelatesteditionofNFPA72,thecurrentversionoftheDesignandConstructionManualorasotherwisespecifiedbythegovernmentalauthorityhavingjurisdiction.StrobenotificationappliancesmustbeprovidedinaccordancewiththecurrentversionoftheDesignandConstructionManualastonumber,locations,spacingandvisualintensity.AmanualfirealarmpullstationcapableofsoundingageneralalarmmustbelocatedbehindReception.Thepanelmustnotbelocatedonthebackwallfacingtheregistrationdesk.(ii)Firesprinklersystem:ThehotelmusthavecompleteautomaticandsupervisedfiresprinklersystemsinaccordancetothetermsofthecurrentversionoftheBrandDesignandConstructionManualorapplicablestandardsreferencedinthebuildingorfirecodesofthelocaljurisdiction,asinterpretedbytheauthorityhavingjurisdictionandonlyasapplicableforthestatusofthesubjecthotel.(b)Smokedetectors:SmokedetectorsarerequiredthroughoutthehotelassetforthinthecurrentversionoftheBrandDesignandConstructionManual.(c)Fireextinguishers:(i)FireextinguishersmustbecontainedinappropriaterecessedcabinetsinpublicspacesaccordingtolocalandnationalcodesorasspecifiedinthecurrentversionoftheBrandDesignandConstructionManual.(ii)Fireextinguishersmustbeinclearviewwithintheappropriaterooms.(iii)PortablefireextinguishersmustbeprovidedandinstalledinaccordancewithNFPA10andNFPA96(forrestaurantkitchens).(iv)Restaurantkitchenfixed,fire-extinguishingsystemsmustbeinstalledforallcookingequipmentandappliancesinaccordancewithNFPA17AandNFPA96usingwetchemicalwater-assistedtypesystems.MAY2008 CONRADHOTELS&RESORTSBRANDOPERATINGMANUAL11Safety&security(d)Approval,testingandmaintenance,training:(i)Approval:Writtenapprovaloftheplansforrequiredfiresafetysystemsmustbeobtainedfromthegovernmentalauthorityhavingjurisdictionbeforeinstallationofthefiresafetysystem.Theformofwrittenapprovalmayvarybygovernmentalauthority.ForpurposesoftheseBrandOperatingStandards,writtenapprovalisdefinedasacertificate,letterofapproval,permit,stampofapprovalorotherapprovalmethodasusedbythegovernmentalauthority.Writtencertificationthattherequiredfiresafetysystemshavebeeninstalledaccordingtotheapprovedplanbyalicensedcontractorandarefullyoperational,testedandapprovedbytheauthorityhavingjurisdictionmustbeobtainedfromtheinstallationcontractor.(ii)Testingandmaintenance:Allfiresafetysystemsinstalled(includinganysystemsinstalledaboveandbeyondtherequirementsofthisBrandOperatingStandard)mustbetestedandmaintainedeither:•Throughamaintenancecontractwithanorganizationlicensedtoinstallandmaintainsuchequipment;or•ByindividualstrainedtoperformsuchmaintenanceandtestingTestingandmaintenanceofsprinklersystemsmustbeinaccordancewiththemanufacturer’sinstructions,NFPA25,asotherwisespecifiedbythegovernmentalauthorityhavingjurisdictionorasspecifiedinthecurrentversionoftheBrandDesignandConstructionManual.Testingandmaintenanceofsmokedetectionsystems(orheatdetectiondeviceswhereappropriate)mustbeinaccordancewiththemanufacturer’sinstructions,NFPA72,asotherwisespecifiedbythegovernmentalauthorityhavingjurisdictionorasspecifiedinthecurrentversionoftheBrandDesignandConstructionManualastatementcertifyingthatsuchtestingandmaintenancehavebeenperformedmustbesignedbyeither:•ThemaintenancecompanyrepresentativeandbytheGeneralManagerofthehotel,or•TheindividualtrainedtoperformsuchmaintenanceandtestingandbytheGeneralManagerofthehotelAllstatementscertifyingsuchtestingmustbekeptonfileatthehotelandbemadeavailabletotheQAauditoruponrequest.Suchtestingandmaintenancemustbeperformedatleastonceevery6months.Aminimumofonetestperyearmustbeconductedbyanoutsidethirdpartylicensedtotestfiresafetyequipment.Hotelguestroom/suitesmokedetectorsmustbeincludedaspartofthistestinganddocumentation(iii)Training:TheGeneralManager,AssistantManager,allGuestServiceshotelemployees,MaintenanceSupervisors,HousekeepersandNightAuditors,aswellasanyotherpersonneldesignatedasManagersonDutyatthehotel,mustbefamiliarwiththeoperationofthefiresafetysystems,fireevacuationproceduresandtheoperationofportablefireextinguishers(e)Installation:Allsystemwiringmustbeinconduitsunlessotherwisepermittedbylocalcodes.Waterpipingforthefiresprinklersystemmustbeattractivelyconcealedwithinwalls,ceilingsandfurredareas;however,firesprinklerheadsandothersystemequipmentmaynotbeconcealedinamannerthatreducestheireffectivenessordefeatstheirpurpose11.9.2Fire/emergencyexits:Aminimumof2fire/emergencyexitsmustbeprovidedforeachfloor.(a)Thedistanceoftravelfromtheentranceofanyguestroom/suitetothenearestexitmustnotexceed125ft.(38.1m.)(b)Exitsmustbelocatedasremotelyaspossiblefromeachotherandprovideoptimumconveniencetoguests(c)Allmajorexits,includingfire/emergencyexits,mustbeclearlymarkedwithilluminatedexitsigns.Whereexitsarenotvisible,illuminateddirectionalsignsmustbeprovidedtoindicatethedirectionofegress.Thesesignsmustbeprovidedwithamaintainedsecondaryemergencypowersource(d)Panichardware(crashbartype)mustbeprovidedonalldesignatedexitdoorsthatcontainalockingdeviceorlatch11.9.3EmergencylightingmustbeprovidedinaccordancewiththestricterofthecurrentversionoftheBrandDesignandConstructionManualorapplicablelaw.PowerforemergencylightingmustbesuppliedbyBrand-approved,reliableelectricstoragebatterieswithtricklechargesystemorequivalent.MAY2008 CONRADHOTELS&RESORTSBRANDOPERATINGMANUAL11Safety&security11.10FOODHYGIENE11.10.1ThehotelmustensurethatalldepartmentshandlingfoodandallhotelemployeeswithinthosedepartmentscomplywithapplicablelawandtheAmericanFoodSafetystandards,whicheveristhemoststringent.11.10.2Thehotelmustberegularlycertifiedinfoodpreparationandfoodhandling,asrequiredbyapplicablelaw.11.11IN-ROOMHYGIENE11.11.1Allcrockeryandglasswareinaroommustbecleanedandsanitizeddailyinadishwashermachine.11.11.2Allcoffee-makingutensils,removablecomponentsandkettlesmustbesanitizeddailyinafit-for-purposedesignatedhandlingareaoutsidetheguestroom.MAY2008 CONRADHOTELS&RESORTSBRANDOPERATINGMANUAL-SERVICEDELIVERYSTANDARDS12Technology CONRADHOTELS&RESORTSBRANDOPERATINGMANUAL12Technology12.1TECHNOLOGY12.1.1Informationtechnology:(a)Ownermustpurchaseandinstalltherequiredbusinesssoftwaresystem,whichtheBrandmaychangefromtimetotime.Currently,OnQ®technologyistherequiredsystem.OnQisabusinesssystemthatprovidesintegratedhotelmanagement,revenuemaximization,marketing,decisionsupportandreservations.(b)PleaserefertotheOnQPropertyManagementEducationinSection13.5.9ofthisManualforallrequiredOnQPropertyManagementtraining.(c)ThehotelReceptionareamusthave,ataminimum,thefollowingnumberofOnQworkstations:(i)Upto150guestrooms:2workstations(ii)151-250guestrooms:3workstations(iii)251-350guestrooms:4workstations(iv)350+guestrooms:requirementsdeterminedbytheBrand(d)OwnermustutilizehardwareforOnQthatmeetsorexceedsthespecificationsrequiredtorunallOnQtechnologyandthird-partysoftwareenhancements.FailuretomaintainthisBrandOperatingStandardcouldresultin:(i)InabilitytoproperlyinstalloroperatesoftwareupgradesenablingparticipationinBrand-sponsoredprograms(e.g.,HiltonHHonors®)(ii)InabilitytoproperlyinstalloroperatesoftwareupgradesfromtheBrandorthird-partyprovidersthatarenecessaryformaintainingefficient,secureandreliablesystemoperation(e)Technologyindustrystandardrecognizesthat30-36monthsisthestandardlifecycleforcomputerequipmentatthistime.Mostmanufacturersoffer36-monthwarrantycoveragebasedonthatlifecycleassumption.Inaddition,companiessuchasMicrosoftandInteltietheirproductlifecyclestoahardwarelifecycleassumption.Thehotelmustanticipatehardwarereplacementsapproximatelyevery36months.(f)WhenOnQ-certifiedreplacementequipmentorpartsforOnQ-certifiedequipmentarenolongermanufacturedorreadilyobtainable,theBrandwillnotifythehotelofsuchcircumstancesandthatmaintenanceonsuchcertifiedequipmentwillnolongerbeprovidedbytheBrand.Inthiscase,itisrecommendedthatthehotelreplacetheretiredmodelwiththecurrentlymanufacturedcertifiedmodel.(g)Ownermustutilizenetworkconnectivitydevicesthatareconsideredsupporteddevicesbytheequipmentmanufacturer.Inaddition,theuseofLANswitchdevicesishighlyrecommendedtoimprovetheefficiencyoftheOnQnetwork.12.1.2Miscellaneous:(a)Thehotelmusthave3emailaccountsthataremaintainedthroughtheBrand.Theserequiredaccountsareemailaddressesforthehotel,theGeneralManagerandtheDirectorofSales,andmustbesetupthroughtheBrandasthehotel’sprimarysourceofcommunicationwiththeBrand.Eachemailaddressmustbeopenedandmessagesrevieweddaily.(b)Thehotelmustofferaremoteprintingservicethatallowsallguestswithlaptopsand/orpersonaldigitalassistants(PDAs)toprintdocumentsremotelyfromguestroomstothehotelBusinessCenterorReception.12.1.3Third-partycomputerequipmentandsoftware:(a)TheBrandmaynotprovidesupportforthird-partysoftwareand/orequipment.(b)Thehotelmayneitherattachnorusethird-partyequipmentand/orinterfaceswiththeOnQtechnologyequipmentthathasnotbeencertifiedbytheBrandasmeetingtheBrand’sspecifications.Thehotelmaynotinstallotherthird-party,non-OnQtechnologysoftwareonequipmentthathasnotbeencertifiedbytheBrandasbeingcompatiblewithOnQ.Alistofcompatiblethird-partysoftwareisavailableontheOnQPropertyManagementwebsite.FailuretofollowthisBrandOperatingStandardwillvoidanymaintenanceagreementwithHHCandeachofsuchentities’owners,subsidiariesandaffiliatesnowandhereafterexistingandthehotelwillbesolelyresponsibleforanyandallrepairorreplacementexpenses.(c)OnQtechnologysoftwarepackagesthatareMicrosoftXPworkstationcompatiblerequirethelegal,licensedsoftware(originalinstallationdiskettes)inordertoinstallthesoftware.(d)Thehotelmaynotinstallorconnectanythird-partynetworkequipmentthatwouldallowaccesstotheOnQnetworkfromanoutsidesource.FirewallsandotherdevicesinstalledontheOnQnetworkmustbecertifiedbytheBrand.(e)EthernetconnectionsaretherequiredstandardforOnQandemailcapabilities.Tokenringconnectionsmustbeeliminatedentirely,andarenolongersupportedbytheBrand.SoftwarepackagesmustincludeMicrosoftXP,asNTontheworkstationsandserversmaynolongerbesupportedbyMicrosoft.MAY2008 CONRADHOTELS&RESORTSBRANDOPERATINGMANUAL12Technology12.2HIGHSPEEDINTERNETACCESS12.2.1ThehotelmusthavehighspeedInternetaccess(HSIA)installedinthehotel.Requirementsbyhotelareaareasfollows:(a)Guestrooms/suites:(i)HSIAmustbeinstalledin100%ofguestrooms/suiteswithawiredandwirelessconnection.(ii)ABrand-approved,in-room,pull-throughcabledevicemustbeplacedineachguestroom.(iii)TheHSIAservicemustincludeacontactnumbertocallforcomplimentaryhelp-desksupport.(iv)HSIAmustbeaplug-and-playservice.(v)TheHSIAsystemmustofferawiredandwirelessroamingcapability.(b)Publicareas:(i)WirelessHSIAmustbeinstalledinallhotellobbiesandlounges.(ii)Incasewirelessroamingisnotavailable,aregisteredguestmaynotbechargedagainforguestroomusageorviceversa.Allvisitorsmustbecharged.(iii)Allwirelessaccessmustcomplywithapplicablelawregardinguserdatacollection.(c)BusinessCenter:(i)WiredHSIAmustbeinstalledintheBusinessCenterandischargedtoguest.(d)Meetingrooms:(i)HSIAmustbeinstalledwithawiredconnectionineachdivision/subdivisionofallmeetingandfunctionroomsandconvertibletoawirelessconnectionwhenrequired.(ii)WirelessHSIAservicemustbeavailableinthemeetingcommonareas.(iii)HSIAmustbeaplug-and-playservice.(iv)Guestsmustbeabletoestablishasecureconnectiontotheirowncorporateemailnetworkorvirtualprivatenetwork.(v)Applicablechargesmustbedisclosedinthemeetingagreementinadvance.12.3TELEPHONESERVICE,VENDORS(ThisBrandOperatingStandardisapplicableonlytohotelsintheNorthAmericaRegion.)12.3.1Only3longdistanceserviceproviders(“1+”)areapproved:AT&T,Verizon(formerlyMCI)andSprint.12.3.2Operatorserviceprovidersproviding0+orcallingcardservicesmustnotadd“hotelimposedfees”thatgenerateincrementalchargestotheguest’spersonalcardon0+calls.12.4TELECOMMUNICATIONSPRICING12.4.1TelephoneDialingRates:(a)Alltelephonecallsplacedbyguestsfromguestroomormeetingroomtelephonescanbechargedatthehotel’sowndiscretion,providedthehotelmaintainsmaximumpricingintegrityinitslocalmarket.(b)Dialinginformationandratesmustbevisiblydisplayedatallguestroomtelephones.(c)Thereisnoservicechargeonany“0+”or“8xx”toll-freecallsplacedfromanyguestroomfortheinitial60minutespercall.12.5TELEPHONES12.5.1Allguestroomsmustprovidethecapabilityofsimultaneousvoiceanddatatransmission,electronicvoicemail,speakerphoneattheworkdeskarea,therequiredpre-programmedspeeddialbuttonsandguest-programmablewake-upservice.12.5.2Ifthehotelisanexistinghotelwithonlyone-lineguestroomtelephones,itmayinstallaDSLHSIAsystemtomeetthesimultaneousvoiceanddatatransmissionrequirement.TheHSIAsystemmustmeettheminimumHSIAstandardsasspecifiedbytheHHCInformationTechnologyDepartment,dependingonavailableDSLtechnologyandprovider.12.5.3Allguestroomsmusthaveatleast2telephonelinesappearingonatleastoneworkarea/desktelephone.Onetelephonemustbelocatedatthenightstand,theotherateachworkarea/desk.Theworkarea/deskphonemusthavespeakerphone,mute,hold,volumecontrolandconferencecallcapability.12.5.4Allguestroomsmustoffercallforwardingordiversioncapabilitytotheguest’smobilephonethroughaBrand-approvedsupplier.12.5.5Allguestroomsmustofferthecapabilitytohaveadirect,dedicatedincomingnumberforfax,dataorphonethroughaBrand-approvedsupplier.MAY2008 CONRADHOTELS&RESORTSBRANDOPERATINGMANUAL12Technology12.5.6Aminimumofa4-hourbatterybackupsystemisrequiredtoensuretheprivatebranchexchange(PBX)systemcontinuestooperateintheeventofapoweroutage.12.5.7PBXupgradesorinstallationsinthehotelmustbeInternetProtocol(IP)-capable(notenabled)forfutureproofingproperties.IPprivatebranchexchangesaresimilarlypricedtostandardTimeDivisionMultiplexermachines.12.5.8Allnewtelephonesplacedinserviceanywhereinthehotel(guestrooms,meetingrooms,lobbyandadministrativeareas)mustcomplywithapplicablelaw,suchthattheyarehearingaidcompatibleandhavevolumecontrolsforthehandsetandspeakerphone.12.5.9Allkeyguestcontacttelephonesetsmusthavecallerdisplayfunctionality.12.6TELECOMMUNICATIONSACCESS(ThisBrandOperatingStandardisapplicableonlytohotelslocatedintheUS,MexicoorCanada.)12.6.1Accesstooperatorserviceproviders:Applicablegovernmentalregulationrequiresthatguestsbeallowedtodialthelongdistanceoperatorserviceprovideroftheirchoosing.Suchaccessmustbeallowedbyallofthefollowingmethods:(a)Dial8(or9)+1010xxx+0+thenumbertoaccesstheiroperatorserviceprovider.(b)Dial8(or9)+1+8xx+thenumberfortoll-freeaccesstotheiroperatorserviceprovider.(c)Dial8(or9)+950-xxxxforlocalaccesstotheiroperatorserviceprovider.12.6.2Accesstonewareacodes/exchanges:PBXsoftwaremustberegularlyupdatedtoallowguestaccesstonewareacodesandexchanges(prefixes)coveredundertheNorthAmericannumberingplan.12.7GUESTROOMTELEPHONEFACEPLATES12.7.1Wheneverexistingtelephonesarereplacedorupgradedforanyreason,andforallnewtelephoneinstallations,thehotelmustsatisfythefollowingrequirements:(a)Thefaceplatesonguestroomtelephonesmustincludebothinternationalsymbolsandwrittendescriptions,inappropriatelanguage(s).(b)Theaddress,telephoneandfaxnumbersofthehotelandguestroomnumbermustbeindicatedonthetelephonefaceplates.(c)International,domesticandroom-to-roomcallinstructionsmustappearontelephonefaceplates.(d)Guestroomtelephonesmustbeequippedwithamessagewaitinglight.(e)Allguestroomtelephonesmusthave5callingbuttonsandonedefaultmessageretrievalbutton.Thesebuttonsmustbelabeledandusedtodirectlyaccess:(i)ConradService(ii)Concierge(or“Message”ifbuttonnotavailablebydefault)(iii)In-RoomDining(iv)Emergency:The“Emergency”featurebuttonmustalsodisplaytheEmergencynumber.TheInternationalsymbolistobearedcross.(v)Wake-upservice12.8GUESTROOMTELEPHONESERVICES12.8.1Voicemail:(a)Thehotelmustprovideguestswithanelectronicvoicemailsystem.(b)Guestsmusthaveaccesstotheirvoicemessagesfromtheirroomtelephonewithouthavingtoinput“log-in”codes.Whenawayfromtheirroom,guestsmustbedirectedtothehotelOperatorforassistance.(c)TheOperatormustlogintotheguest’smailboxanduseapasswordthatisuniquetothatguestand/orroomtothenconnecttheguesttoanyreceivedvoicemessages.Forsecurityreasons,thepasswordsmaynotbegivenouttoanyguest.(d)Instructionsforproperusageofthevoicemailsystemmustbeclearlypostedbythetelephoneineachroom,unlessinstructionsareinthevoicemailsystemitself.MAY2008 CONRADHOTELS&RESORTSBRANDOPERATINGMANUAL12Technology12.8.2Wake-upservice(guestprogrammable):(a)Inadditiontoplacingwake-upcallrequestswiththehotelOperator,guestsmustbeabletoaccessthehotelwake-upserviceutilizingtheirroomtelephonetoinputtheirownrequestdirectly.(b)Instructionsforproperuseofthewake-upservicemustbeclearlypostedbythetelephoneineachroom,unlessinstructionsareinthewake-upservicesystemitself.(c)Thehotelmustauditthewake-upservicetotrackandmonitorthestatusofallwakeupcallsprogrammeddirectlybythegueststhemselves.(d)Thewake-upservicemustbecapableofplacingwakeupcalls(5ringsplusannounce-menttime)to,atminimum1/2ofallguestroomswithinasingle10-minuteperiod.(e)Unansweredwake-upcallsmustbeautomaticallyretriedasecondandathirdtime,at5-minuteintervals.Ifacallisstillnotanswered,thewake-upsystemmustnotifythehotelOperator,whomustthentakewhatactionisdictatedbythehotel’ssecurityprocedures.12.8.3Message-on-hold:(a)ThehotelmustusetheBrand’sapprovedmessage-on-holdprovider.ThehotelmustalsousetheBrand’sstandardizedmessage-on-hold.Ifthehotelwishestousecustommessages,itmustdevelopthosemessageswiththeBrand’smessage-on-holdproviderandsubmitthecustommessagestoBrandMarketingforreviewandapproval.12.9TELEVISIONSTANDARDS12.9.1TheTVmustsupportthePro:IdiomencryptionstandardforHDTV.Ifcommerciallyavailable,hotelsmustbuyMPEG4-capableTVs.12.9.2Standardguestroom:AllstandardguestroomsmusthaveonecommercialLCDHDTV(37”/94cm.minimum)perguestroomarea.12.9.3Ifguestroomisbiggerthanonestandardbay,thena42”/107cm.LCDHDTVmustbeconsideredforoptimalviewing.12.9.4AllguestroomsuitesmusthaveacommercialLCDHDTV(37”/94cm.minimum)perguestroomarea.12.9.5Ifapplicable,theClubLoungemusthaveacommercialLCDHDTV(42”/107cm.minimum).12.9.6AllLCDTVsmusthaveproperHDTVheadendequipment(i.e.,transcodersandQAM/MPEG-4Modulatorsasdefinedbydeliverysystem)todeliverHDcontenttotheguestroomTV(ifnotalreadyinstalled).12.9.7AllcommercialHDTVsorsetupboxesmustsupportthehospitalityindustrystandard“smartplug”or“smartcard”compatibleormustsupporttheappropriatedigitalsystemdeliveryinterfacethatisstandardtomostcommonvideo-on-demandproviders(MagiNet,Acentic,LodgeNetandOnCommand).12.9.8ThehotelmustensurethatitsMATVwiringisofsufficientqualitytodeliverHDcontenttotheguestroomwithgoodpicturequality.Minimumguidelinescallfor750MHz;recommendedguidelinesis860MHzPleaserefertotheHHCwiringguidelinesfordetailedspecifications.12.10.MULTIMEDIACONNECTIONPANEL/HUB12.10.1AllguestroomsmusthaveaBrand-approvedmultimediaconnection/panel/consoleconnectedtothecommercialLCDHDTV.12.10.2Themultimediaconnectionpanel/hubmustprovidehotelguestswiththeabilitytoconnecttheirownpersonalmediadevice(laptop,digitalcamera,iPod®,gamesconsole,etc.).ThesystemhastobeanactiveHDMIwithTVSmartPortInterfaceandintegratewiththeexistingin-roomentertainmentsystemtoprovideaseamlessexperience.MAY2008 CONRADHOTELS&RESORTSBRANDOPERATINGMANUAL-SERVICEDELIVERYSTANDARDSAdministration&indirect13services CONRADHOTELS&RESORTSBRANDOPERATINGMANUAL13Administration&indirectservices13.1.HOTELEMPLOYEES,COREBRANDSTANDARDS13.1.1Exhibitinggraceandprofessionalismatalltimes,thehotel’semployeesmust:(a)Wearfresh,clean,polishedandwellfittinguniforms,withaBrand-designednamebadge(b)Acknowledgeguestswitheyecontact,afriendlysmileandaverbalgreeting(c)Createasenseofwarmthandindividualitybyusingtheguest’snamewheneverpossibleandappropriate,inanaturalanddiscreetmanner(d)Takeownershipofguestrequestsandnotreferguestselsewhere(e)Addressguestsandotheremployeesinanatural,courteousandattentivemanner,avoidingpretensionandneverinterrupting(f)BeknowledgeableabouttheConradhotel,includingthatday’seventsandbanquetfunctions(g)Accompanygueststorequestedareasandneverpoint(h)Pickupitemsanddebrisinthepublicareas,notwaitingforsomeoneelsetodoit(i)Usepositivelanguageandconveyapositivemoodwheneverinconversationwithguests(j)Nevercriticizeorplaceblameonanotheremployee(k)Approachguestswhoappearlostorunsureandassistthemoraccompanythemtotherequestedarea(l)Holddoorsopenforguests,andinvitegueststomoveinandoutofelevatorsandpublicspacesfirst(m)Offertocarrybagsforguestswhentheypassthroughpublicareas13.2HOTELMANAGEMENTEMPLOYEES13.2.1ThehotelmusthaveadedicatedGeneralManager.13.2.2ConradBrandManagement(VicePresidentorhigher)representativemustapproveinwritingallpersonsproposedasaGeneralManagerofthehotelpriortotheirappointment.13.2.3AproposedGeneralManagermusthaveatrackrecordsatisfactorytotheBrandofhavingoperatedinasimilartypeandqualitylevelofhotel.13.2.4TheGeneralManagerandtheDirectorofSalesmustbefluentintheEnglishlanguage(writtenandspoken)asaminimum.13.2.5BrandManagementmustbenotifiedwithin10daysofachangeofGeneralManagerorDirectorofSales.13.3MANAGERONDUTY13.3.1ThehotelmusthaveaManageronDuty24hoursaday,365daysoftheyear.13.3.2ThehotelmayassigntheManageronDutyfunctiononlytoanindividualwhohasbeenemployedaminimumof4monthsatthehotel.13.3.3ExecutivemanagementanddepartmentheadsmustshareManageronDutyfunctions.13.3.4AManageronDutyManualmustbeavailableinwhichimportantinformationsuchasstoreopeningprocedures,emergencyproceduresandwhereimportantcontactdetailscanbefound.13.3.5AllhotelemployeesassignedtotheManageronDutyfunctionmustbetrained,andretrainedyearly(trainingrecordstobestoredinthemanual,orcopiesofit),intheareasspecifiedbytheBrand,whichinclude:(a)Lifesavingandsafetyequipmenthandling(b)Hotelevacuationprocedures(c)Firstaid(d)Cardiopulmonaryresuscitation(CPR)(e)Abdominalthrusts(techniqueemployedtoovercometheobstructionofavictim’sairway,alsoknownasHeimlichmaneuver)(f)Emergencyescalationprocedures13.3.6Alistofqualifiedmanagersmustbemaintainedinadedicatedemergencycontactlist,easilyaccessibletothehotelmainswitchboardandtheManageronDuty.13.3.7.Theremustbeaminimumof2managementemployeesonthehotelpropertyatalltimes.AtleastonemustbeManageronDutycertified,perthetrainingrequirementsabove.MAY2008 CONRADHOTELS&RESORTSBRANDOPERATINGMANUAL13Administration&indirectservices13.3.8AllManagersonDutymustconductchecksonservicestandarddeliveries,healthandsafetystandardsandperformqualitycontrolsinFoodandBeverageoutlets,guestroomsandpublicareas.13.3.9AllhotelemployeesmustbetrainedandinformedonhowtoreachtheManageronDuty.13.3.10Alleventsmustberecordedinahand-overlogbookandobservationsmustbesharedinthedailybriefingforinformation,outstandingperformancerecognitionandcorrectiveaction.13.4NEWEMPLOYEETRAININGPROGRAMS13.4.1Thehotelmusthaveadedicatedtrainingroomwithacapacityof25andbuilt-inequipmentspecifiedbytheBrand.13.4.2HotelOrientationandNewEmploymentTrainingPrograms(a)Hotelemployeesmustnotstartonanydayotherthanorientationday.(b)TheTrainingManagerandHumanResourcesdepartmentareresponsibleforconductingtheorientationschedules.(c)Departmentheadsandtheiremployeesmustbepreparedtowelcomenewemployees.(d)Withinthefirstdayofhire,eachemployeemustattendtheBrand’s2_-dayorientationprogram,whichincludes:The“SpiritofIndividuality”Brandorientation,theHiltonFamilyorientationandtheEmployees’Handbook.(e)Within45daysofhire,eachemployeemustbecertifiedinhisorherjob,usingthejobskillchecklistsandthecertificationprocessfromtheemployee’sjobskillseducationpackage.(f)Within60daysofhire,eachemployeemustsuccessfullycompletetheServiceSkillsProgramCertification,includingtheLearningMap.(TBA)(g)Within90daysofassumingtheapplicableposition,eachmanagementandsupervisoryemployeemustsuccessfullycompletetheEngagementMapsession.(TBA)(h)Within45daysofassumingtheapplicableposition,eachemployeemustsuccessfullycompletetheCustomerReallyMatters(CRM)andEngagementonlinecertificationmodulesandsuccessfullycompletetheHiltonHHonorsonlinecertificationmodules.(TBA)(i)Within6monthsofassumingtheapplicableposition,eachGeneralManagerandexecutivecommitteemember/departmentheadmustsuccessfullycompletetheContinuousImprovementProcessCertification.(TBA)13.4.3GeneralManagerEducation(a)IfthehotelislocatedintheUS,GeneralManagersmustattendandsuccessfullycompleteaGeneralManager’sCertificationpriortoopening,ifthehotelisanewbuildorconversionorwithin180daysofassumingtheirfirstConradGeneralManagerassignment,orifithasbeen2yearsormoresincetheirlastHHCorConradGeneralManagerassignment.AGeneralManagermustsuccessfullycompleteallGeneralManagere-learningcertificationmodulespriortoattendingtheGeneralManager’sCertification.(b)AllhotelGeneralManagers,andifrequiredbytheBrand,hotelemployeesinanadditionaldesignatedfunctionfromthehotel,mustattendtheConradBrandGeneralManagerConference.13.5TRAININGPROGRAMS13.5.1Conradtrainingprogramsarecurrentlyunderreview.Thehotelmustcontinuetofollowexistingprogramsuntilfurthernotice.13.5.2Thehotelmusthaveindividualsdedicatedtotrainingallemployeesandtofacilitatetheexecutionoftheskillslearnedinthetrainingsessions.13.5.3AlltrainersmustbecertifiedbytheHHCEducationandProfessionalDevelopmentdepartment.13.5.4EachhotelmusthaveaTrainingManagerinplace,andeachdepartmentmusthaveadesignatedandcertifiedDepartmentalTrainertoassistwithtrainingandserviceskillsimplementation.(a)Ifthehotelhasmorethan500rooms,itmusthaveinadditionaServiceSkillsManagerwhosetimeisdedicatedsolelytothisfunction.(b)Ifthehotelhas200-500rooms,itmusthaveinadditionaServiceImplementationManageraminimumof50%ofwhosetimeisdedicatedtothetrainingandserviceimplementationfunction.(c)Ifthehotelhasfewerthan200rooms,itmusthaveinadditionatleast2TrainingandServiceSkillsImplementationdepartmentheads(operationaldepartmentheads)ascertifiedtrainersonhotelpropertyatalltime.MAY2008 CONRADHOTELS&RESORTSBRANDOPERATINGMANUAL13Administration&indirectservices13.5.5Theresponsibilitiesofthetrainermustinclude:(a)DeliveryofHHCandConradeducationalprograms(b)Follow-upobservationtoensureserviceskillsarepracticed(c)Collectsurveys,reviewworkshopresultsandprovidefeedback(d)Coachemployeesasneeded(e)ReviewSALTdataandusetheContinuousImprovementProcesstoimprovescores13.5.6Thehotelmustfillandcertifyanyvacancyinatrainingpositionwithin60daysofvacancy.13.5.7Hotelemployeesmustreceiveaminimumof40hoursoftrainingperyear.13.5.8SalesEducation(ThisstandardisapplicableonlytohotelsintheUS)(a)ThehotelmusthaveonstaffoneDirectorofSales,dedicatedtoinvestigating,resolvingandmonitoringsalesrelatedissuesofthehotel.(b)TheDirectorofSalesmustattendandsuccessfullycompleteaDirectorofSalesCertificationpriortoopeningifthehotelisanewbuildoraconversion,orwithin120daysofassumingtheirfirstConradDirectorofSalespositionorifithasbeen2yearsormoresincetheirlastConradDirectorofSalesassignment.TheymustcompleteallDirectorofSalese-learningcertificationmodulespriortoattendingtheDirectorofSalesCertificationprogram.(c)TheDirectorofSalesorbusinesstravelsalesmanagermustattendtheannualHHCBusinessTravelSalesWorkshopheldregionally.(d)AllSalesManagersmustsuccessfullycompleteCustomerFocusSellinge-learningcertificationmodules1–6within120daysofassumingtheirposition.(e)AllDirectorsofSales,andifrequiredbytheBrand,employeesinanadditionaldesignatedfunctionfromthehotel,mustattendtheDirectorofSalesConference.13.5.9OnQPropertyManagementEducation(ApplicableifthehotelisanOnQPropertyManagement-enabledhotel)(a)GeneralManagersmustsuccessfullycompleteOnQPropertyManagementCertificationpriortoopeningifthehotelisanewbuildorconversion,orwithin60daysofassumingtheirfirstConradGeneralManagerassignmentoruponOnQinstallation,orifithasbeen2ormoreyearssincetheirlastConradGeneralManagerassignment.TheGeneralManagermustensurethatthehotelemployeessetforthbelowcompletetherequiredOnQPropertyManagementCertification.(i)Ifthehotelhasmorethan300rooms,theGeneralManagermaydesignateaseniormemberofhis/heremployeestocertifyonOnQPropertyManagementtraining.(ii)Within30daysofassumingaReceptionpositionorOnQinstallation,eachReceptionistofthehotelmustsuccessfullycompleteOnQPropertyManagementCertificationviatheHHCweb-basedtool.(iii)Within30daysofassumingtheapplicablepositionorOnQinstallation,eachHousekeepingandEngineeringManagerandsupervisorwhosedailydutiesincludeuseofOnQPropertyManagementmustsuccessfullycompleteOnQPropertyManagementCertificationviatheHHCweb-basedtool.(iv)Within30daysofassumingtheapplicablepositionorOnQinstallation,theReceptionandReservationsManagermustsuccessfullycompleteOnQPropertyManagementRateandInventoryCertificationviatheHHCweb-basedtool.13.5.10RevenueManagementEducation(ThisBrandOperatingStandardisapplicableonlytohotelsintheUS)(a)ThehotelmusthaveadesignatedRevenueManagementresource(DirectorofRevenueManagementorRevenueManager).(ThefollowingisapplicableifthehotelisanOnQPropertyManagement–enabledhotel)(b)Within60daysofassumingtheapplicablepositionorOnQinstallation,theDirectorofRevenueManagementorRevenueManagermustsuccessfullycompleteOnQRevenueManagementcertificationviatheBrand’sweb-basedtool.AtleastoneadditionalhotelemployeemustbetrainedinOnQRevenueManagementtoassistintheDirectorofRevenueManagement’sabsence.(c)Within21daysofassumingtheapplicablepositionorOnQinstallation,theDirectorofRevenueManagement(orRevenueManager)mustsuccessfullycompleteOnQForecastManagementCertificationviatheBrand’sweb-basedtool.OneadditionalhotelemployeemustalsotakethefulltrainingclassanddemonstratetheabilitytoperformessentialfunctionswithinOnQForecastManagement.(d)Within14daysofassumingtheapplicablepositionorOnQinstallation,theDirectorofRevenueManagement(orRevenueManager)mustsuccessfullycompletetherequiredsectionsofOnQPropertyManagementComputer-BasedtrainingandOnQRateandInventory.MAY2008 CONRADHOTELS&RESORTSBRANDOPERATINGMANUAL13Administration&indirectservices13.5.11OtherBrandManagementEducation(a)TheBrandreservestheoptiontoconducthotelemployeecertificationfromtimetotime.AttendanceismandatoryiftheBranddeemsthecertificationnecessary.Hotelemployeesmustachievecertificationuponcompletionoftraining.Dependingupontheemployee’sfunctionandthetypeoftraining,additionaltrainingandrecertificationmayberequiredfromtimetotime.13.5.12Allcertificationsmustbedocumentedandmaintainedbythehotelintheemployee’semploymentfile.13.5.13ThehotelmustalsomaintainaseparateMasterTrainingTrackingformforeachemployee,withhiredatesandtrainingprogramslisted,includingdatesofactual.13.5.14TheReceptionist,theReservationsManagers,andtheDirectorofRevenueManagementmustbefullytrainedontheReservationSystem.13.6UNIFORMS13.6.1Allhotelemployeesmustbeprofessionallooking,consistentwiththestandardsintheindustryforpersonsofsimilarpositions.13.6.2Theuniformmustbecontemporaryandexclusiveinitspresentation.DesignandconceptmustbeapprovedbyBrandManagementpriortoordering.13.6.3Hotelemployeeuniformsmustalwaysbecrisp,clean,polishedandwellfitting.Fulluniformsmustbewornwhileonduty.13.6.4Footwearmustbeinlinewiththeuniformandingood,cleanconditionatalltimes.13.6.5ABrand-designednamebadgemustalwaysbewornbyallhotelemployeesontheleftupperchestsideorsuitlapel/breastpocket,withtheirownnameonit,inas-newcondition.13.6.6Recreationemployees’uniformmusthavethehotelBrandlogostitchedwithatone-on-tone“silkshine”thread.13.6.7NopinsorbadgesotherthantheConradservicepinandConciergeClefd’Orpinmaybeworn.13.6.8Inallurbanlocations,Managersmustwearplainbusinesssuits,withclassictiesformen.Intropicalresortlocations,businesssuitsandtiesmaybesubstitutedwithlightcotton/linenjackets,plaintrousers,skirtsandshirts,asappropriate.13.6.9Allcontractedorconcessionstaffmembersmustbeinauniformorsuit/dresswithnamebadgeasapprovedbythehotelmanagementandinlinewithhotelemployeeuniformrequirements.13.7BRANDSTANDARDSCOMPLIANCE13.7.1ThehotelmustcomplywithallBrandStandards.13.7.2SALT:Thehotel’s“overallcombined”scoreintheSALTreportmustnotfallbelowthe“BrandThreshold,”asdefinedbyBrandManagement.Thehotel’sscorewillbemeasuredoverarolling6-monthperiod.Thescorewillbecalculatedattheendofeachmonth,usingthecurrentrolling6-monthaverage.Ifthehotel’srolling6-monthperiodisbelowtheBrandThreshold,theOwnerwillbeindefaultunderitsAgreement.13.7.3QA:Ifthehotelhasascorebelowtheacceptablethresholdlevel,usingtheSALT“overallcombined”scoreoftheTopBoxas“9”or“10,”itwillreceiveanautomatic,non-reversiblegradeof“Unacceptable.”QualityAssurancemaystillconducttheevaluation.13.7.4BrandOperatingStandards:Ifthehotelhas3ormorenon-compliantgradedBrandOperatingStandardson2consecutiveQAvisits,itwillbeconsideredinthe“RedZone”ontheBalancedScorecardandtheOwnerwillbeindefaultofitsAgreement.13.7.5Cleanliness:CleanlinessscoresofthehotelmustnotfallbelowtheestablishedBrandminimumforcleanliness,asestablishedbyBrandManagement,foraperiodof2consecutiveQAvisits.TheBrandMinimumforcleanlinesswillbecommunicatedbyJanuary20annuallyandwillbetakenfromtheQAreports.MAY2008 CONRADHOTELS&RESORTSBRANDOPERATINGMANUAL13Administration&indirectservices13.7.6PhysicalCondition:PhysicalconditionscoresofthehotelmustnotfallbelowtheBrandminimum,asestablishedbyBrandManagement,foraperiodof2consecutiveQAvisits.TheBrandMinimumforphysicalconditionwillbecommunicatedbyJanuary20annuallyandwillbetakenfromtheQAreports.13.7.7QualityAssurancechecksforcompliancewithallBrandStandards.13.7.8BrandStandardswaivers/exemptionrequestsmustbeprocessedthroughtheOnQQAwaiverprocessingweblink.Thisonlineapplicationallowshoteluserstosubmitwaiverrequestsonlineandtrackthemthroughtheapprovalprocess.13.7.9Allitemsinthismanualrequiring“Brandapproval”mustbepresentedanduploadedthroughtheOnQQAwaiverwebsiteforrecordandprocessing.13.8GUESTSATISFACTION13.8.1ThehotelmustimplementtheConradServiceRecoverypracticetoensurenoguestleavesunsatisfied.13.8.2ThehotelmustimplementaConradServicesingle-callbuttononallguestroomandmeetingroomphones,whichmusthandleallnon-foodandbeveragerequests.Foodandbeverageordersmaybehandledbyaseparatededicatedcallingcenter.13.8.3Allcomments/complaints/incidentsmustbe:(a)Logged,reportedatalltimes,byallrecipientsandmanagedbythehotelmanagementwiththeiremployees(b)Sharedwithallhotelemployees,asappropriate,anddiscussedatdailyoperationalmeetings(c)Acknowledgedbythehotelimmediatelybyapersonalcall,orinwritingwithin24hoursofreceipt13.8.4Allguestcorrespondencemustberepliedtowithin24hoursofreceiptorbythenextbusinessday.13.8.5AspartofthehotelBalancedScorecard,allhotelsmustactivelyparticipateinthefollowingqualitymanagementandcustomerloyaltymeasurementsystems:(a)SALTprogram(external)(b)QAprogram(external)13.8.6ThehotelmayonlyuseBrand-approvedguestcommentcards.13.8.7Resultsoftheabovemustbemonitoredandsharedwithallhotelemployees,asappropriate,andthehotelmustcommunicateachievements.13.9COMMENT/COMPLAINT/INCIDENTHANDLING13.9.1Thehotelmustholddissatisfiedguesthandlingtrainingandregularretrainingthereafterforallguestcontactemployees.13.9.2Allguestcomments/complaints/incidentsmustbesharedwithallhotelemployees,asappropriate,anddisplayedonstaffannouncementnoticeboards(wheneversuitable),anddiscussedatdepartmentheadmeetingsanddailyoperationalmeetings.13.9.3Allguestcomments/complaints/incidentsmustbeusedinguesthandlingtraining,operationalskillstrainingandguestproductandserviceimprovementactivitiesandmustbesubjecttoserviceperformancemonitoring.13.9.4Ifthecomment/complaint/incidentrelatestofoodorbeverage,therecipientmustresolvethecomplaintimmediatelyanddiscreetlytothecustomer’ssatisfactionuptoacompleterefundorreplacementoftheitem.13.9.5.Guestcomment/complaint/incidentcallsreferredtothehotelbyHRCCorHHCCustomerLoyaltydepartment(HiltonHHonors®)mustbeacknowledgedinwritingwithin24hoursofreceipt.13.9.6If,intheopinionofBrandManagement,thecomments/complaints/incidentsorunderlyingissuesarenotfullyandcorrectlydealtwith,BrandManagementmayrequirethehoteltoproduceandimplementaplanandtimetableforrectificationsatisfactorytoBrandManagement.MAY2008 CONRADHOTELS&RESORTSBRANDOPERATINGMANUAL13Administration&indirectservices13.9.7Comments/complaints/incidentsreceivedatthehotelorBrandManagementoffices,aRegionalHotelSupportCenterorHHCGuestAssistanceDepartmentmayberesolvedbyHHCGuestAssistanceDepartment.TheOwnergrantsHHCGuestAssistanceDepartmentauthoritytorefundorrebateuptotheequivalentof2nightsroomandtaxatthehotelfromwhichthecomment/complaint/incidentoriginated,intheformofcash,creditcardrefund,offerofcomplimentaryroomnights(basedonavailability),awardofHiltonHHonorspointsorotherproductsorservicesinordertosatisfytheguest.Thehotelwillbebilledandmustpayfortheserefundsorrebates.Thehotel’sinvolvementmayberequestedaccordingtothenatureofthecomplaint.Ifacomment/complaint/incidentisthebasisofalawsuitorinsuranceclaim,thecomment/complaint/incidentmaybereferredtothehotelforhandlinginlieuoffollowingthe2-nightroomandtaxequivalentprogram.13.10PROPERTYOPERATIONS13.10.1EngineeringandMaintenanceThehotelmust:(a)Establishandmaintainatechnicalandoperationsmanualslibraryonallequipmentandsystemsatthehotel(b)Maintainbuildingplansinoneareawithinthehotel.Thehotelmustkeeponemastersetsecured.ThehotelmustmakecopiesforreleaseduringrenovationsandRequestforProposals.Asthehotelisrenovated,themastersetmustbeupdatedtoreflectthehotel’scurrentsystemsandlayout.(c)Establishandmaintainabuildingsystemsinformationfile(d)Establishandmaintainquarterlysystemsoperatingschedules(e)EstablishaPreventiveMaintenanceProgramquarterly,wherebyallequipmentreceivesitsnecessarymaintenanceactivitynotlessfrequentlythenrecommendedbytheequipmentmanufacturer.Allcompletedpartsandaccessoriesinformation,suchasinstalledparts,cost,modelandsource,mustberecordedforfuturefollow-up.(f)EstablishaPerfectRoomProgram,wherebyeachday,3to5roomsmustbetakenoutofroominventorytoundergotheMaintenanceProgram.Theseroomsmustbethoroughlycheckedusingachecklisttobringtheroombacktopristineconditions(dependingonavailability).(g)EstablishaPerfectPublicAreaProgramtokeepthepublicareasinthehotelinpristinecondition.Theareasmustbechecked,hotelconditionreviewedandmaintenanceforthenext6monthsplanned.(h)Establishanenergyconservationprogram(i)Establishapropertyconservationprogram(j)Establishandmaintainalockout/tagoutproceduretobefollowedforrepairofelectrical/mechanicalequipment.Yearlyretrainingontheprocedureisrequiredforallauthorizedhotelemployeesalongwithnewhires.(k)Establishandmaintainawatertreatmentprogram13.11REHABILITATIONREQUIREMENTS13.11.1Thehotelmustmaintaina5-yearrollingrenovationplanthatincludesthenextannualyearindetailandtheprior4yearsinsummary.13.11.2Thehotel’srenovationplanmustfollowallBrandspecificationsasdetailedintheBrandDesignandConstructionManual.(a)Allplans,colorboardsorsamplesmustbesubmittedtoConradBrandManagementforapprovalpriortoanyrefurbishingorrenovationatthehotel.Projectsrequiringapprovalincludemajorrenovationsandconstructionprojects,aswellasroutinerefurbishmentandreplacementofitemssuchas,butnotlimitedto,carpeting,tile,drapery,furniture,walltreatments,bedding,andrestroomfixtures.(b)AllsubmissionsmustbereviewedbyConradBrandManagementapproveddesigners.AllcategorieslistedbelowrequirepriorapprovalbyConradBrandManagement.(i)Refurbishing:Simplereplacementoffurnishings,softgoods,floorandwallfinishes(ii)Remodeling:Refurbishingplussomeminorwallrelocation,orcasegoodmodifications(iii)Renovation:Totalreplacementoffloor,wallfinishes,softgoods,andfurniturefixturesandequipmenttotheextentthatthecharacterofthehotelisaltered.Wallrelocationandmajorarchitecturalmodificationswouldalsobepartofthisscope.(iv)AnyhotelProductImprovementPlanitems13.11.3Ifthehotelhasaphysicalconditionratingthatplacesthehotelinthe“RedZone”ontheBalancedScorecard,OwnerwillbeindefaultunderitsAgreementevenifnootherBrandStandardviolationexists.SeeSection13.7forfurtherdetails.However,ifthehotelisinthe“RedZone”forphysicalconditionandisincompliancewithaBrandapprovedrenovationplanandschedule,itmaynotbeconsideredindefault.MAY2008 CONRADHOTELS&RESORTSBRANDOPERATINGMANUAL13Administration&indirectservices13.12NON-SMOKINGREQUIREMENTS13.12.1Thehotelmustestablishaninventoryofnon-smokingroomsbasedonmarketdemands.13.12.2Thehotelmusthavepoliciesoutliningavailabilityofsmokingareasinallpublicareasandmustbecompletelynon-smokingifrequiredbyapplicablelaw.13.12.3Thehotel’smanagementmustregularlyassessmarketdemandfornon-smokingguestroomsandfacilitiesandaccommodatethatmarketdemandasappropriate,providedthatatleast80%ofthehotel’sguestroomsarenon-smoking.13.12.4Thehotelmustmakeatleast80%ofitsnon-smokingdesignatedguestroomsavailablethroughHHC’sCentralReservationSystem.13.12.5Thehotelmustnotdifferentiateroomtypeaccommodationpricingbasedsolelyonthesmokingornon-smokingattribute.Pricingparitymustbemaintainedforallcomparablesmokingandnon-smokingroomtypeaccommodations.13.13FURNITURE,FIXTURES&EQUIPMENT13.13.1Allfurniture,fixtures,equipmentandlightingforthehotelmustbemadeofthehighest-qualitymaterials,becontemporaryindesignandportrayatruereflectionofluxury.13.13.2Allfurniture,fixtures,equipmentandlightingatthehotelmustbeinplace,maintainedingoodworkingorder,inanas-newcondition,ofacontemporaryluxurydesignandmeetthestandardsspecifiedintheBrandDesignandConstructionManual.13.13.3ThehotelmustalwaysrefertothemostcurrentBrandDesignandConstructionManualforallstandardsrelatingtoreplacementoffurniture,fixtures,equipmentandlightingwithBrandManagementapproval.13.14ITEMIZATIONOFCHARGES13.14.1TheBrandrequiresthatthehotelfairlypriceandproperlyprovideadvancedisclosureofthepricingofitsgoodsandservices.Undisclosedchargesareneverpermitted.Disclosedchargescanbemandatoryoroptional.13.14.2Postingofspecificincrementalchargesforcoreproductandserviceelements(standardlabor/servicefees,energycharges,etc.)isprohibited.13.14.3Mandatorychargesarechargesthatthepurchasermustpay.Thehotelmustdisclosemandatorychargestothepurchaserinadvanceoftheactualpurchasecommitment,generallyatthetimeofreservation.Examplesinclude:roomrate,tax,deposit/cancellationfees,feesimposedforchangingthereservation,feeforearlydeparture,extrapersoncharges.Amandatorychargenotdisclosedinadvanceofthepurchasedecisionisnotpermitted.13.14.4Optionalchargesarechargesforwhichapurchasermusttakeanaffirmativeactionbeforethechargeisincurred,so-called“opt-in”charges.Optionalchargesmustbeclearlydisclosedbythehotelbeforethechargeisincurred.Examplesinclude:depositsorcleaningfeesforpets,telephoneand/orfaxcharges,In-RoomDiningservicecharges,mini-barcharges,HSIAfees,earlydeparturefeesandlatefeesfordepartureaftercheck-outtime.13.14.5Opt-outchargesarechargesthattheguestmusttakesomeaffirmativeactiontoavoid,andarenotpermittedtobechargedbythehotel.13.14.6Bundledcharges:Thehotelispermittedto“bundle”charges(forexample,resortfeesthatincludehealthclubuseandtenniscourtfees).However,allbundledchargesmustbeoptionalcharges(seedefinition).Bundledchargesmustnotincludechargesfor“normalandcustomary”goodsandservices“reasonablyexpected”tobeincludedintheroomrate(normalhousekeepingservices,airconditioning,pooluse)andmustnotincludegoodsorservicesalreadyprovidedwithoutcharge.MAY2008 CONRADHOTELS&RESORTSBRANDOPERATINGMANUAL13Administration&indirectservices13.15FINANCIALREPORTING/ACCOUNTING/PAYMENTS13.15.1ThestatementsandcertificatesbelowmustbedeliveredtotheBrandRepresentativewithin120daysafterthehotel’sfiscalyear-end.13.15.2Ifthehotelisafranchisedhotel,itmustsubmitanannualfinancialstatementofthehotel(includingoperatingstatement,profitandlossstatementandbalancesheet),accompaniedbyacoverlettersignedbytheControllerorChiefFinancialOfficeroftheOwnercertifyingthatthestatementsaretrueandcorrectandhavebeenpreparedinaccordancewithgenerallyacceptedaccountingprinciples,consistentlyapplied.13.15.3OtherfinancialreportsmustbedeliveredasrequiredbytheAgreementandadditionalreportsandinformationastheBrandmayrequest.FinancialresultsmustbereportedundertheaccrualmethodofaccountingandinaccordancewiththeAmericanHotelandMotelAssociationpublication,UniformSystemofAccounts(9thedition,1997).13.15.4Thehotelmustincludeinitsreportingofgrossroomrevenuesallrevenuesderivedfromthesaleorrentalofguestrooms(bothtransientandpermanent),includingguaranteedno-showrevenueandcredittransactions(whetherornotcollected),attheactualratescharged,lessstandardallowancesandtaxes.TheBrandmay,fromtimetotime,butnomorethanannually,requirethehotel’sgrossroomrevenuestobereviewedandcertifiedasbeingtrueandcorrectbyanindependentcertifiedpublicaccountant.13.15.5AllfeesandchargesduetotheBrandoritssubsidiariesoraffiliatesmustbepaidinUSdollarsonacurrentbasis.Paymentsover30dayspastdue,maybeassessedpastdueinterestat1.5%permonthorthehighestpercentageinterestratepermissiblebylaw,which-everisless.13.15.6Thehotel’sbooks,accountsandrecordsaresubjecttoindependentauditbytheBrand.TheOwnermustpayunderreportedfeesasrevealedbyauditandmayalsoberesponsibleforpayinginterestonsuchamountsandthecostoftheaudit.13.16BRAND-APPROVEDCREDITCARDS13.16.1Thehotelmustacceptallnationallyrecognizedcreditcardsandcreditvouchersissuedforgeneralcreditpurposesthataregenerallyhonoredatotheraffiliatedhotels.Theseinclude,butarenotlimitedto:(a)AmEx(b)DinersClub(c)JCB(d)MasterCard(e)VisaInaddition,ifthehotelisdesignatedasaNorthAmericaRegionhotel:(f)Discover(g)Optima13.16.2Thehotelmustenterintoallnecessarycreditcardandvoucheragreementswiththeissuersand/orprocessorsofsuchcardsandvouchersandmust,onrequestoftheBrand,providecopiesofsuchagreementstotheBrand.13.17INSURANCEREQUIREMENTS13.17.1OwnerorHotelOwnermustmeettheinsurancerequirementsspecifiedintheAgreementorthisManual,unlessspecificallyindicatedtothecontrary.Insurancerequirementsaresplitinto2areas:thoserequiredduringconstructionorsignificantrenovation,andthoserequiredduringoperation.MAY2008 CONRADHOTELS&RESORTSBRANDOPERATINGMANUAL13Administration&indirectservices13.18INSURANCEREQUIREDDURINGCONSTRUCTION13.18.1Ifthehotelisunderconstructionormajorrenovations,thefollowinginsurancerequirementsapply.Thisinsurancemustbeeffectivepriortothestartofconstructionorrenovation.13.18.2GeneralContractorInsurance:Anyandallcontractorsandsubcontractors(collectively,“Contractors”)performingworkonoraboutthehotelmustbecontractuallyassignedresponsibilityforjobsitesafetyandforallclaimsforinjuryordamagearisingoutofContractors’operationstothegreatestextentpermittedbylaw.Ownermustprovideornegotiaterequirementsforsufficientinsuranceonthepartofthegeneralcontractor,whichataminimummustinclude:(a)OccupationalInjuryInsuranceasrequiredbylaworcustom,includingstatutoryWorkers’CompensationinsuranceandEmployers’Liability,whereverapplicable,inanamountnotlessthan$1,000,000eachaccident,$1,000,000Disease-PolicyLimit,and$1,000,000Disease-EachEmployee.(RefertoSection13.19.1(c)foradditionalclarification.)(b)CommercialGeneralorPublicLiabilityInsurance(CGL):Coveragelimitsintheminimumamountof$15,000,000peroccurrence.IftheCGLpolicycontainsageneralaggregatelimit,itmustapplyseparatelytothehotelproject.Coveragemustincludeproducts-completedoperations,personalandadvertisinginjury,protectiveliability,independentcontractors,andliabilityassumedunderaninsuredcontract(includingthetortliabilityofanotherassumedinabusinesscontract)onan“occurrencebasis.”Thisinsurancemaynothaveanyrestrictions,modificationsorexclusionsforexplosion,collapse,undergroundpropertydamage,earthmovementordamagetoworkperformedbyasubcontractor.Contractormustcarrycompletedoperationsinsuranceforaperiodofnotlessthan5yearsafterthecompletionoftheproject.Thisrequirementmaybereviewedandmodifiedinrecognitionofthelocalinsurancemarketplace.(c)Automobile/MotorLiabilityInsurance:Coveragelimitsintheminimumamountof$2,000,000eachaccidentcombinedsinglelimitforanyautomobile(including,butnotlimitedto,owned,scheduled,hiredandnon-ownedvehicles).(d)ExcessandUmbrella:Contractors’insurancerequirementsmaybesatisfiedwithacombinationofprimary,umbrellaand/orexcesspolicies.(e)Builder’sRisk:OwnermustpurchaseorcausetobepurchasedBuilder’sRiskinsurancecoveringtheentireworkatthejobsite.Thisinsurancemustbeona100%completedvalue(replacementcost)form.Forrenovationprojects,the100%completedvaluemaybeachievedthroughacombinationofPropertyand/orBuilder’sRiskinsurance.Thisinsurancemustincludetheperilscoveredunderspecialcausesofloss(“all-risks”)formandmeetthefollowingrequirements:(i)Itmustcovercoldtesting,windstorm,andcollapse,includingcollapseresultingfromdesignerror.(ii)Itmustapplytopropertyintendedforincorporationintotheworkfortheentiredurationofthecontractincluding:propertyinthecourseofconstruction,reconstruction,orrepair;propertywhileintransporttothesite;propertystoredatthesiteoroffpremises;scaffolding,staging,shoring,formwork,fences,falsework,andtemporarybuildingsandanysimilaritemscommonlyreferredtoasconstructionequipmentlocatedatthesite;furniture,fixtures,andotherpersonalpropertytypicaltoahotellocatedonpremisesorinstorageoratanyothertemporarylocation.(iii)Itmustcoverthecostofremovingdebris,includingdemolitionasmaybemadelegallynecessarybytheoperationofanyapplicablelaw,ordinanceorregulation.(iv)Itmustincludepermissiontooccupyorapartialoccupancyclauseordefinitionwhichallowsoccupancywithoutqualification.(v)ItmustincludeBusinessInterruptioncoveragecoveringtheBrand’sinterestforfullrecoveryofnetprofitsandcontinuingexpensesofthehotelprojectedfor12monthsfollowingacoveredloss(includingRentalValueandpaymentswhichwouldhavebeenowedtheBrandintheabsenceofaloss).Suchlimitmustbesufficienttoavoidacoinsurancepenalty.(vi)Itmustbemaintainedineffectuntiltheearliestofeitherthedateonwhichallpersonsandorganizationswhoareinsuredunderthepolicyagreethatitmaybeterminatedorasprovidedforinthecontractdocuments.(vii)Itmustnameallownersofthepremises,agentsoftheowner,andContractorsofanytierasinsureds.ThepolicymustincludeawaiverofsubrogationwhichstatesthatallownersandContractorswaivetheirrightsofsubrogationagainstoneanotherwithrespecttolossescoveredbythispolicy.(f)FloodInsurance:FloodInsurancewithalimitasclosetotheamountoftheBuilder’sRiskasisreasonablyavailablemustbeobtained.Coveragemustincludebusinessinterruption.Thisrequirementissubjecttoreviewandmodificationinrecognitionofchangesintheinsurancemarketplace.IfthehotelisdesignatedasaUShotel,thisrequirementonlyappliesifthelocationisinthespecialfloodhazardareasofZonesA(A,A1-A30,AE,AH,AO,A99,ARandanycombinationofzonessuchasAR/AE,AR/AH,AR,AO,etc.)andZonesV(V30,VE,andVO).OwnermustcontactFEMAmapserviceat1-877-336-2627orvisitthefollowingwebsitestodeterminethehotel’szone:http://www.msc.fema.gov/http://www.floodsmart.gov/floodsmart/pages/faq.jsp.Informationmayalsobeobtainedthroughthehotel’slocalcommunityplanningboardorbuildingpermitdepartment.MAY2008 CONRADHOTELS&RESORTSBRANDOPERATINGMANUAL13Administration&indirectservices(g)EarthquakeInsurance:TheBuilder’sRiskmustalsoincludeearthquakecoveragewithalimitascloseto75%ofthebuilder’srisklimitasisreasonablyavailable.Coveragemustincludebusinessinterruption.Thisrequirementissubjecttoreviewandmodificationinrecognitionofchangesintheinsurancemarketplace.IfthehotelisdesignatedasaUShotel,thisrequirementonlyappliesifthelocationisinazonewithahazardratingof24orhigheraccordingtothe1996USGeologicalSurveyShakingHazardmaps.Visithttp://earthquake.usgs.gov/hazmaps/haz101/hazmaps.htmltodeterminethehotel’sZone.Forlocationsinzones16-24earthquakecoveragewithalimitascloseto50%ofthebuilder’sriskisrequired.(h)PollutionInsurance:Ifapollutionexposureexistsduringrenovationorconstruction,OwnermustrequireContractor’sPollutionLegalLiabilityinanamountnotlessthan$1,000,000peroccurrence.IftheContractor’sPollutionLegalLiabilitycoverageiswrittenonaclaims-madepolicyform,theretroactivedateofthepolicymustbeshownonthecertificateofinsuranceandmustbeonorbeforethedateofthecommencementofservicesbyContractor.Insurancemustbemaintainedandevidenceofinsurancemustbeprovidedforatleast3yearsaftercompletionofthework.Ifthecoverageiscanceledornotrenewed,anditisnotreplacedwithanotherpolicywitharetroactivedatethatprecedesthedateofContractor’sagreement,theContractormustprovideextendedreportingcoverageforaminimumof3yearsaftercompletionoftheworkontheformerpolicy.13.18.3Miscellaneous:(a)OwnermustindemnifyandholdHHC,itsowners,subsidiariesandaffiliatesnoworhereafterexisting,harmlessfromanyandalldamagesorclaimsarisingoutofthefailureofanyContractor,supplierorvendordoingbusinesswiththehoteltomaintainadequateinsurance.Contractorsmustnotbeallowedonthesiteorwithinthepremisesuntilthestatedinsurancerequirementsareevidenced.(b)Contractor’sinsurance,withtheexceptionofWorkers’CompensationmustnameOwnerandHHC,andeachoftheirowners,subsidiariesandaffiliatesnoworhereafterexisting(includingtheirrespectivedirectors,officersandemployees),noworhereafterexistingasadditionalinsuredsontermsnolessbroadthanformsISOCG20101185oracombinationofISOformsCG20101001andCG20371004(orasubstituteformprovidingequivalentcoverage),andcopiesoftheseendorsementsortheirequivalentmustbeprovidedtoOwnerandtheBrand.(c)Owner,atitsoption,maypurchasean“ownercontrolledinsuranceprogram”or“wrapup”insuranceprogramtocomplywiththecoveragerequirementsinthisSection13.18.13.19INSURANCEREQUIREDOFOWNERDURINGOPERATIONS13.19.1TheinsurancerequiredofOwnerbelowinthisSection13.19.1appliestothehotelifitisdesignatedasaUSornon-UShotel,withtheexceptionofCommercialGeneralorPublicandAutomobile/MotorLiabilityrequirements.Thesecoveragesareseparatelyaddressed.Allpoliciesmustbeeffectiveatthecommencementofanyoperationsrelatedtothehotel.(a)IfthehotelisdesignatedasaUShotelCommercialGeneralorPublicLiabilityinsurance.(Otherwise,refertoSection13.19.2).OwnermustpurchaseCommercialGeneralorPublicLiabilityinsuranceonanoccurrenceformincludingdefensecostsarisingoutoforconnectedwithhoteloperations.Coveragelimitsmustbeatleast$15,000,000peroccurrence,andmaybesatisfiedwithacombinationofprimary,umbrella,and/orexcessinsurancepolicies.Theinsurancemustincludecoverageforthefollowingrisksandmeetthefollowingrequirements:(i)Damagetopropertyofothersandbodilyinjuryincludingsickness,diseaseanddeath.(ii)Personalandadvertisinginjurycoveringliabilityforfalsearrest,libel,slander,defamation,falseimprisonment,unlawfuldetention,wrongfulormaliciousprosecutionorinvasionofprivacy.(iii)Innkeeper’sLiabilityinsuringlossordamagetoguests’property(uptostatutoryrequirements).ThiscanbesatisfiedbyanycombinationofCGLorCrimecoverage.(iv)LiquorLiabilityinsuringOwner’sliabilityarisingoutofthesaleorservingofalcoholicbeverages,ifthehotelservesorsellsbeer,wineorspirits.(v)ContractualLiabilityinsuringliabilityarisingoutoforal,writtenorincidentalagreements,including,butnotlimitedto,holdharmlessagreementsandtheIndemnityParagraphoftheAgreement.(vi)IndependentContractorsinsuringliabilityOwnermayincurarisingoutofoperationsperformedforOwnerbypersonsotherthanOwner’sownemployees.(vii)Premises/Operationinsuringliabilityarisingoutofworkperformedonthepremises.(viii)ProductsandCompletedOperations(ix)Worldwidejurisdictioncoveringlawsuitsbroughtanywhereintheworldfromoccurrencesarisingoutofthehotelortheoperationsconnectedwiththehotel(performISOCG24221001orequivalent).MAY2008 CONRADHOTELS&RESORTSBRANDOPERATINGMANUAL13Administration&indirectservices(x)Aggregatelimits,ifany,mustbeaggregatedonnolessthana“perlocation”basisfortheunderlyinggeneralliabilityaswellastheumbrella/excesscoverage(performCG2504orequivalent(xi)Namedperilspollutionincludingcoverageforliabilityarisingoutofheat,smokeorfumesfromahostilefire,orsmoke,fumes,vapororsootproducedbyororiginatingfromequipmentthatisusedtoheat,coolordehumidifythebuilding,orequipmentthatisusedtoheatwater(performCG2165orequivalent).(b)Automobile/MotorLiability.(IfthehotelisdesignatedasotherthanaUShotelitmustalsorefertoSection13.19.2).CommercialAutomobile/MotorLiabilityinsurancewithcoveragelimitsofatleast$15,000,000eachaccident/combinedsinglelimit,whichmaybesatisfiedwithacombinationofprimary,umbrella,and/orexcessinsurancepolicies.Coveragemustinclude:(i)Coverageforanyautomobileincluding,butnotlimitedto,allowned,non-owned,leased,andhiredautomobilesusedintheoperationofthehotel.(ii)Garage-Keeper’sLiability,ifthehotel’soperationsincludeparkingoperations,withalimitadequatetocoverthefullactualvalueofallautomobilesthatareinOwner’scare,custody,andcontrolatanyonetime.(c)OccupationalInjuryInsuranceasrequiredbylaworcustom,includingWorkers’Compensationinsurancewhereverapplicable.OccupationalInjuryinsurancemustbeinforcepriortothehiringofanyemployees.EmployersLiabilitycoveragemustalsobeobtainedintheminimumamountsof$1,000,000eachaccident,$1,000,000Disease-PolicyLimit,and$1,000,000Disease-EachEmployee,orsuchamountsasarerequiredbylaworcustom.TheEmployersLiabilitylimitscanbesatisfiedbyanycombinationofWorkers’Compensation,EmployersLiability,and/orExcess/Umbrellapolicies.However,thecertificateofinsurancemustclearlyindicatethatExcess/UmbrellaliabilityinsuranceaffordscoverageforEmployersLiability.IfthehotelisdesignatedasaUShotel,andWorkers’CompensationInsuranceisrequiredbylaw,suchcoveragemustbeextendedtocover“AllStates”,VoluntaryWorkers’Compensation,andLongshoreman’sandHarbor-worker’sActonan“ifany”basis,unlessthehotelisinsuredunderastateoperatedfund.IfthehotelisdesignatedasaUShotel,participationinaUSstate’sinsurancefundshallsatisfytherequirementshereunder.Ifthehotelself-insuresWorkers’Compensation,acopyofthelicensegrantingauthoritytoself-insuremustbefurnishedtotheBrand.Ifthehotelparticipatesinastatefundorself-insuresforWorkers’Compensation,stopgapcoverageoranendorsementtothecommercialgeneralliabilitypolicyisrequiredinanamountnotlessthan$1,000,000perclaim.FortheStateofTexas,participationasaNon-SubscribermustbeevidencedbysubmittingtotheBrandacopyoftheEmployerNoticeofNoCoverageorTerminationofCoverage(DWCForm-5),andanERISA-compliantoccupationalinjurybenefitplanthatcoverssubstantiallythesamework-relatedinjuriesasWorkers’Compensation.Non-subscribersmustcarryEmployersLiabilityinsurancewithlimitsofnolessthan$5,000,000.(d)CommercialPropertyInsurance:PropertyDamageandBusinessInterruptioninsuranceonaspecialcausesoflosspolicyform(“all–risks”),covering100%oftheinsurablereplacementvalueofthebuildinganditscontents,andforfullrecoveryofthenetprofitsandcontinuingexpensesofthehotel(includingrentalvalue)fora12monthperiod.Suchlimitmustbesufficienttoavoidaco-insurancepenalty,ifapplicable.Continuingexpensesmustspecificallyincluderoyalty/licensefeesandotherfeespayabletotheBrand,itssubsidiariesandaffiliates.Thepolicymustincludecoveragefortheperilofwindstormandforordinanceandlaw.HHCanditsowners,subsidiariesandaffiliatesnoworhereafterexistingmustbeincludedasanadditionalinsuredundertheCommercialPropertyandBusinessInterruptioninsurance.(e)FloodInsurance:FloodInsurancewithalimitasclosetothefullreplacementcostofthebuildingasisreasonablyavailable.Coveragemustincludebusinessinterruption.Thisrequirementissubjecttomodificationbasedonconditionsinthelocalinsurancemarketandreasonablenessofpremium.IfthehotelisdesignatedasaUShotel,thisrequirementshallonlyapplyifthelocationisinthespecialfloodhazardareasofZonesA(A,A1-A30,AE,AH,AO,A99,ARandanycombinationofZonessuchasAR/AE,AR/AH,AR/AO,etc)andZonesV(V30,VEandVO).OwnermustcontacttheFEMAmapserviceat1/877/336-2627orvisitthefollowingwebsitestodeterminethehotel’szone:http://www.msc.fema.gov/http://www.floodsmart.gov/floodsmart/pages/faq.jspInformationmayalsobeobtainedthroughthehotel’slocalcommunityplanningboardorbuildingpermitdepartment.(f)EarthquakeInsurance:Earthquakecoveragewithalimitnotlessthan75%ofthereplacementcostofthehotel.Coveragemustincludebusinessinterruption.IfthehotelisdesignatedasaUShotel,thisrequirementshallonlyapplyifthelocationisinazonewithahazardratingof24orhigheraccordingtothe1966USGeologicalSurveyShakingHazardmapsavailableathttp://earthquake.usgs.gov/hazmaps/haz101/hazmaps.html.Forlocationsinzones16-24earthquakecoveragewithalimitascloseto50%ofthereplacementcostofthehotelmustbeobtained.Thisrequirementissubjecttomodificationbasedonconditionsinthelocalinsurancemarketandreasonablenessofpremium.MAY2008 CONRADHOTELS&RESORTSBRANDOPERATINGMANUAL13Administration&indirectservices(g)BoilerandMachinery/EquipmentBreakdownInsurance:BroadformBoilerandMachineryinsurance,includingbusinessinterruptioncoverage,againstlossfromaccidentaldamageto,orfromtheexplosionof,boilers,airconditioningsystems,includingrefrigerationandheatingapparatus,pressurevesselsandpressurepipesinanamountequalto100%oftheactualreplacementvalueofsuchitems(withouttakingintoaccountanydepreciation)plusfullrecoveryofthenetprofitsandcontinuingexpensesofthehotel.Continuingexpensesmustspecificallyincluderoyalty/licensefeesandotherfeespayabletotheBrand.(h)CrimeInsurance:Crimeinsurancewiththefollowingcoveragesandlimitsofinsurance(peroccurrence):(i)EmployeeDishonesty$250,000(ii)Forgery&Alteration$50,000(iii)Money&Securities(Inside)$50,000(iv)Money&Securities(Outside)$50,000(v)Robbery&SafeBurglaryofPropertyotherthanmoneyandsecurities$50,000(vi)ComputerFraud$50,000(vii)Counterfeitpapercurrency$50,000(i)Terrorism:Terrorismcoverageshallbeobtainedandmaintainedforbothfirstpartydamageandthirdpartyliabilityeitherstand-alone,throughagovernmentoperatedormandatedpool,oraspartoftheGeneral/ThirdPartyPublicLiabilitycoverageandthePropertyDamage/BusinessInterruptioncoverage.Thisrequirementissubjecttomodificationbasedonconditionsinthelocalinsurancemarketandreasonablenessofpremium.(j)Watercraft:Watercraftliabilitycoveragetotheextentthathoteloperationsincludewatercraftactivities.PleasecontactHHCRiskManagementforrequirementsonlimitsofliability.(k)AircraftLiability:ReferquestionsconcerningcoveragerequirementstoHiltonRiskManagement,ifapplicable.13.19.2OwnermustcomplywithSection13.19.2ifitisdesignatedasotherthanaUShotel.(a)General/PublicLiability.TheBrandoritsdesigneewill,atOwner’scost,procureuponthecommencementofoperationofthehotelandmaintainatalltimesduringthetermoftheAgreement,ifavailableontermsandconditionscommensuratewiththerisk,thirdpartyGeneral/PublicliabilityinsuranceinsuchamountsastheBrandmaydeemnecessary.Ownerwillbenamedasanadditionalorco-insured.AllpoliciesmaycontainsuchdeductiblesorretentionsastheBrandconsidersreasonable.TheBrandmayelecttomaintainallorpartofsuchpoliciesunderanarrangementinsuringoneormorehotelsoperatedbytheBrandoritsaffiliatesorsubsidiaries,inwhicheventthecostofsuchinsurancetoOwnerwillbeallocatedbytheBrandonareasonablebasis.IftheBrandcannotobtaincoverageusingreasonableeffort,OwnermustcomplywiththetermsofSection3.19.1(a).(b)PropertyOwner’sLiability:OwnermustprocureandmaintainPropertyOwnersLiabilityfullyprotectingOwnerforliabilityarisingoutofitsownership,possessionanduseoftheHotel.(c)Auto/MotorLiability:OwnermustprocureandmaintainAuto/MotorLiabilityinsuranceinaccordancewithanylocallaworstatuteandperthetermsof3.19.1(b)above.Notwithstanding,OwnerneedonlyprocurealimitofinsurancesufficienttomeetlocalcustomorlawiftheBrandprovidesexcesspublicliabilityinsuranceunder(a)above.(d)AllpoliciespurchasedbyOwnermustnameHHCanditsowners,subsidiariesandaffiliatesnoworhereafterexistingasanadditionalorco-insured.Allpoliciesmustcontaincross-liabilitycoverageandawaiveroftherightofsubrogationinfavoroftheBrand.13.20INSURANCE,GENERALREQUIREMENTS13.20.1ExceptasnotedunderSection13.19.2.(a),allpoliciesmustnametheOwnerasnamedinsuredand,withtheexceptionofWorkers’Compensation,mustnameHHCanditsowners,subsidiariesandaffiliatesnoworhereafterexistingasadditionalinsureds,includingtheiremployees,officersanddirectors.ForCommercialGeneral/PublicLiability,additionalinsuredendorsementformISOCG20101185orequivalentforconstructionandrenovation,andformISOCG20291185orequivalentduringoperationsmustbeusedtosatisfythisrequirement.SuchformsmayberequestedfromHHC’sRiskManagementDepartmentorobtainedfromHHC’sintranetsite.Allliabilitypoliciesmustcontaincrossliabilitycoverage.MAY2008 CONRADHOTELS&RESORTSBRANDOPERATINGMANUAL13Administration&indirectservices13.20.2AllrequiredinsurancemustbepurchasedfrominsurancecompanieswithafinancialratingacceptabletoHHC,whichshallbenolessthanA-VIIifratedbythecompanyA.M.Best.13.20.3AllpoliciesofOwnermustbeendorsedtobeprimaryinsurancewithnorecoursetoorcontributionfromanyothersimilarinsurance,ifany,whichmaybecarriedbyHHCanditsowners,subsidiariesandaffiliatesnoworhereafterexisting,exceptasprovidedforinSection13.19.2.EvidenceofsuchmustbesuppliedtotheBrand.Advancenoticeofcancellation,terminationormodificationofanypolicymustbegiveninwritingnolessthan30daysprior.IfacertificatestatesthattheInsurerwill“endeavorto,”thesewordsmustbestrickenfromthecertificate.Noticemustbesenttothecertificateholder,whichis“HiltonHotelsCorporation,attentionRiskManagement,9336CivicCenterDrive,BeverlyHills,CA90210.”Phone(310)205-4512,Fax(866)3052520andE-mail“HiltonCertificates@ConfirmNet.com.”13.20.4OwnermustdeliverorcausetobedeliveredcertificatesofinsuranceorotherproofacceptabletoHHCevidencingtheinsurancerequiredinthisManual,includingapplicableendorsements,totheBrandattheaddressabovenolaterthan15daysaftertheexpirationofanypolicy.Eachcertificatemustspecificallyidentifyinsuredlocation(s)bynameandaddress.13.20.5FailureoftheBrandtodemandevidenceofcompliancewiththeinsurancerequirementsinthisManualorfailureoftheBrandtoidentifyadeficiencyfromevidencethatisprovidedshallnotbeconstruedasawaiverofOwner’sobligationtomaintainsuchinsurance.13.20.6AlongwiththecertificatesofinsuranceOwnermustdeliverorcausetobedeliveredthefollowingitemstotheBrandattheaddressabove:(a)AsignedletterwritteninortranslatedtoEnglishfromtheinsuranceagentorbrokerwhoplacedtherequiredinsuranceaffirmingthatheorshehasreadandunderstoodtheinsurancerequirementscontainedinthisManual.ThislettermustspecificallyaddresswhethertheinsurancetheagentorbrokerhasplacedcomplieswiththeinsurancerequirementssetforthinthisManual.(b)AsignedchecklistfromtheinsuranceagentorbrokerindicatingwhetherthereiscoverageforeachoftheminimumrequirementssetforthinthisManual.Note:Forsamplesoftheselettersandchecklists,aswellassamplecertificatesandevidenceofpropertyinsurance,pleasereferto:OnQInsider/HHCDepartments/FinanceCorporate/RiskManagement/RiskManagement&Finance/ProofofInsuranceorrequestacopyfromHHCRiskManagementatRisk.Management@hilton.com.13.20.7AttherequestoftheBrand,Ownermustdeliveracopyofeachpolicybearingcertificationoftheinsurancecompanyunderwriter(s),thatthepolicyisacompletecopyofthepolicyissuedwithallendorsementstotheBrand.13.20.8TheBrandmayincreaseordecreasetheminimumamountofinsurance,requireadditionalordifferenttypesofinsurance,orotherwisechangetherequirementstomakethemcomparabletotheamountandkindsofinsurancecarriedbyotherpropertiesorhotels,takingintoaccountthesizeandlocationofthehotelandchangingcircumstancesinthelawandinsurancemarketplace.13.20.9Anydeductiblesorself-insuredretentionsabove$50,000or5%ofthereplacementcostofthehotelmustbedeclaredtoandapprovedbyHHC’sRiskManagementDepartment,at9336CivicCenterDrive,BeverlyHills,CA90210,Phone(310)205-4512,Fax(310)205-7863,Emailrisk.managment@hilton.com.13.20.10AllcertificatesorotherdocumentsevidencinginsurancemustbeprovidedinEnglishwithcurrencyindicatedinUSdollars.Limitsrequiredinthisstandardmaybesatisfiedinthelocalcurrencyequivalentatthetimethepolicyispurchased.13.20.11Ownermustobtainandmaintainanyotherinsurancerequiredbylocalornationalstatuteorlaw.MAY2008 CONRADHOTELS&RESORTSBRANDOPERATINGMANUAL13Administration&indirectservices13.21ADEQUACYOFINSURANCE13.21.1TheBrandmakesnorepresentation,impliedorexpress,thattheforegoinginsurancerequirementsareadequatetoprotectOwner.13.21.2TheinsurancecoveragerequirementscontainedinthisManualareonlyminimumrequirements.TheserequirementsdonotrelieveOwnerfromresponsibilityforanylossorclaimfordamagesarisingoutoftheAgreement.OwnermustindemnifytheBrandforanyclaimfordamagesduetofailureofOwneroranyContractor,supplier,orvendordoingbusinesswithOwnertomaintainadequateinsurance.13.21.3Toensurecompliance,theBrandstronglyrecommendsthatOwnerreproduceallinsurancesectionsinthisManualinfullandsubmitittoanagentorbrokerexperiencedinwritinginsuranceforhotels.13.21.4IfOwnerdoesnotobtainormaintaintherequiredinsuranceorpolicylimits,theBrandcan(butisnotobligatedto)obtainandmaintaintheinsuranceforOwnerwithoutfirstgivingOwnernotice.IftheBranddoesso,thenOwnermustimmediatelypaytheBrand,uponrequest,thepremiumsandcostsincurredbytheBrand.RESOURCES/REFERENCESOnQInsider:http://hiltonnet.hilton.com/Departments/FinanceCorporate/RiskMgmt/RiskMgmtAndFinance/FranchiseInsurance/franchise_hilton.htmMAY2008 CONRADHOTELS&RESORTSBRANDOPERATINGMANUALSales&14marketing CONRADHOTELS&RESORTSBRANDOPERATINGMANUAL14Sales&marketing14.1ADVERTISING14.1.1ThehotelmustmaintainanadvertisingfilecontainingitemsspecifiedbyBrandMarketingincluding,butnotlimitedto,allpublishedadvertisementsinconnectionwiththehotel.14.1.2ThehoteladvertisingmustconformtothecurrentBrandIdentityManual.14.1.3Priortoplacementbythehotel,allconsumerandtradepublicationadvertisingmustbesubmittedtoBrandMarketingforreviewandapproval.Thisisirrespectiveofthemediaformat,includingbillboards(fornew-buildsonly),outdoorradio,TV,pressand/orInternet.14.1.4AlladvertisingandprintedmaterialnotconformingtoallguidelinesanddestinedtobedistributedthroughHHCchannelsmustbeapprovedbyBrandMarketing.14.1.5ThehotelmayadvertiseormerchandiseonlyaloneorwiththeBrandandnootherbrandorname,noranyhotelownershipgroupormanagementcompanyorsupplier.BrandMarketingmustapproveuniqueopportunitiespriortouse.14.1.6ThehotelmayonlyusetheConradtradenameandtrademarkasanidentifierofthehotel.ThehotelmaynotusethesenamesorMarksaspartofitsbusinessnameorpromotethroughanymaterialsitsgeneralorcorporatebusiness.AllusesofthesenamesorMarksaresubjecttothewrittenapprovalofBrandManagement.14.1.7ThehotelnameasstatedintheAgreementmayonlyappearasapprovedbyBrandManagement.14.1.8Alladvertisingreferenceswithregardtoplacingareservationwiththehotelmustfollowthepreferredchannelslisted:(a)Conradhotels.comor,ifapplicable,localizedwebsite(e.g.conradhotels.jp)(b)Through“yournearestConradHotels&ResortsInternationaloffice”(ifthehotelislocatedintheNorthAmericaRegion,thenadvertisingmustreferencethe1-800-CONRADStelephonenumber)(c)Viaatravelagent/touroperator(d)Ifthehotelhasitsowntoll-freenumberoraConradspecificnumber,thehotelmustfollowthewordsintheadvertisement.14.2INTERNETWEBSITEANDTRADEMARKSSTANDARDS14.2.1Referralto“conradhotels.com”inthisBrandOperatingStandardreferstoallConrad-brandedwebsitesandmicrositesaroundtheworld,including,butnotlimitedto,conradhotels.com,conradhotels.jp.andconradmeetings.com.14.2.2Thehotelmaynotregister,own,maintainoruseanydomainnames,WorldWideWeborotherelectroniccommunicationssites(including“microsites”)(collectively,“Site(s)”),relatingtotheNetwork(asdefinedbelow),country,anyproductorserviceorthehotelorthatincludestheMarks.14.2.3Theonlydomainnames,Sites,orSitecontractorsthatthehotelmayusearethoseassignedorotherwiseapprovedinadvanceinwritingbyBrandE-distribution.ThehotelmustalsoobtaintheBrand’spriorwrittenapprovalconcerninganythird-partySiteinwhichthehotelmaybelisted,andanyproposedlinksbetweensuchSiteandanyotherSite(s)(“LinkedSites”)andanyproposedmodificationstoit.14.2.4AllSitescontaininganyoftheMarksandanylinkedSitesmustadvertise,promoteandreflectonthehotelandtheSysteminaprofessionalandluxurymanner.ThehotelacknowledgesandagreesthattheBrandandHiltonFamily’srighttoapproveallmaterialsisnecessitatedbythefactthatthosematerialsmustincludeandbelinkedwiththeMarks.14.2.5AnyuseoftheMarksontheWorldWideWeb,theInternetoranyothercomputernetwork/electronicdistribution,mustconformtotheBrand’srequirements,includingtheidentityandgraphicsstandardsforallSystemhotels.14.2.6ForpurposesofthisManual,“Network”meansthehotels,resorts,inns,conferencecenters,time-sharepropertiesandotheroperationsthatHHCanditssubsidiariesandaffiliatesprovideservicestoorown,license,lease,operateormanage.14.2.7Thehotelmaynot,withoutalegallicenseorotherlegalright,postonitsconradhotels.compagesanymaterialinwhichanythirdpartyhasanydirectorindirectownershipinterest(includingvideoclips,photographs,soundbites,copyrightedtext,trademarksorservicemarks,oranyothertextorimageinwhichanythirdpartymayclaimintellectualpropertyownershipinterests).ThehotelmustobtaindocumentedglobalusagelicensesforallimagesusedonthewebsitesandanymodelswhichappearinanyimagesmusthaveassignedunrestrictedglobalusagerightstotheBrand.MAY2008 CONRADHOTELS&RESORTSBRANDOPERATINGMANUAL14Sales&marketing14.2.8Thehotelmustalsoincorporateonitsconradhotels.compageanyotherinformationtheBrandrequiresinthemanneritdeemsnecessarytoprotecttheMarks.14.2.9Giventhechangingnatureofthistechnology,theBrandhastherighttowithholditsapproval,withdrawanypriorapprovalandmodifyitsrequirementswithregardstothehotel’sabilitytoownandmaintainastandalonesite.14.2.10Domainnames:TheBrandcurrentlyassignseachhoteladomainaddresswithintheconradhotels.comwebsitethatistobeusedastheonlyInternetaddressontheWorldWideWebforthehotel.However,thehotelmayuseother“friendly”ConradorHHCURL’saslongastheymeetallotherBrandrequirementsandareapprovedbytheBrand.DomainnamesforalladdressesrelatedtothehotelorthatredirecttothehotelInternetaddressareregisteredandownedbytheBrand,orasubsidiaryoraffiliate.IfthehotelisusingaConraddomainnamethatithasregistered,itmusttransferownershipimmediatelytotheBrand.14.2.11Updatingandmaintainingpages:Thehotelmustrefertotheconradhotels.comeCommerceToolkitforinstructionsoncreating,updatingandmaintainingthehotelpagesonconradhotels.com.14.2.12Onlineimagerequirements:Aprofessionalphotographermustprovidehotelimagesandmustbepre-approvedbyBrandMarketing.Ifthehoteldoesnothavealocalcontact,pleaseconsultthelistofBrandapprovedvendorsintheMarketingToolkitorBrandMarketing.Theminimumimagerequirementsareasfollows:(a)Homepage(oneimageforeach):(i)Lobby:Orothersignaturefeatureofthehotel(ii)Exterior:Frontofthehotel,includinglogo/signageorsignatureshot(b)Accommodations:Thehotelmusthaveatleast2imagesperroomtypesoldonconradhotels.comand3imagesiftheyaresuites,villasorresidences,oranenhancedroomtypedescription.Roomtypesinclude,butarenotlimitedto:(i)Guestroomsplusbath(ii)Suites(ifthehoteloffersthistype)•Livingroom•Bedroom•Bathroom(iii)Villas•Livingroom•Bedroom•Bathroom(iv)Residences•Livingroom•Bedroom•Bathroom•Kitchen(c)BusinessCenter:ThehotelmusthaveatleastoneimageofthehotelBusinessCenter.(d)Hoteldining:Thehotelmusthaveatleast2imagesperon-siterestaurant,loungeandbar.(e)Otherrequiredon-siteimages-2imagesforeachofthefollowingareas:(i)On-sitefitnessfacility(ii)On-sitegolfcourse,tennis,equestrian,andalloutdoorsactivities(iii)On-sitepool(iv)On-sitespa(v)On-sitewatersportsorotheractivities(vi)On-sitebeach/lake/river,etc.(f)Otherrequiredon-siteimages-1imageforeachofthefollowing:(i)Meetingrooms-largestandsmallestmeetingroom(ii)Ballrooms(setforweddingorspecialevent)(iii)On-siteretailoutletorgiftshop(iv)On-sitesalon(g)Off-siteleisureactivities(whereapplicable):(i)Golf(ii)Tennis(iii)Destination/locationimages(iv)Shopping/entertainment14.2.13Virtualtours:IfthehotelisdesignatedasaResort,theBrandrecommendsthatithavevirtualtours.Thisdoesnotexcludeavailabilitytoallbusinesshotels.14.2.14Thehotelmustsubmitimagestowww.hiltoncreativelibrary.com(inclusiveofallappropriateglobalusagelicensesandmodelreleaseforms)foruploadtothehicomContentManagementSystem(CMS).Pleasedonotuploadsignatureshotsofthehotel’sbest4photographs.PleasekeeptheseandsubmitthemtotheBrandPR/Marketingdepartmenttobeusedonrequestonly.MAY2008 CONRADHOTELS&RESORTSBRANDOPERATINGMANUAL14Sales&marketing14.2.15ThehotelmaynothavemoreimagesorcontentonaBrand-approvedthird-partywebsitethanithaspostedonconradhotels.com.14.2.16Imagesandcontentmustbekeptcurrentandprovideanaccuraterepresentationofthehotelfacilitiesandrooms.14.2.17Imagerysubmittalrequirements:(a)ThehotelmustowntheimagesorhavefullusagerightsbeforesubmittingimagestoBrandMarketing.Proofofownershipand/orusagerightsisrequiredpriortopostingonthehotelwebpagesorinanyexternaluse.Thismustincludeamodelreleaseformwherepeopleappearandarerecognizableintheimages.(b)Thesmallersideoftheimage(heightorwidth)mustbeatleast500pixelsfordigitalimagery.ImagessubmittedtoHHCCreativeLibrarymustbe3500x2500pixelsandbeTIFF(preferred),JPEGorBMPfiles.MapsmustbeVector,.epsor.aifiles.(c)Digitalphotographyispreferred.Slides,negativesandphotographsmaybescanned.However,thisisnotrecommendedforachievingtheclearestresults.(d)Amateurphotographyisnotpermitted.(e)AllimagesmustsatisfytheseBrandOperatingStandards.14.2.18Searchenginemarketingandoptimization:Ownermaynot(directlyorindirectly)purchaseoruseakeywordthatincludesanymarkorothertrademarknameofacompetitorhotel.Thirdpartiesmaynotpurchasethehotelnameunderanycircumstances.14.2.19ThehotelmaynottakeanyindependentactionwithoutpriorapprovalbyBrandManagement,orpurchasekeywordsoradvertising,orcontractwithanyagency,inregardstosearchengineoptimization,banneradvertising,affiliateadvertisingoranyotheronlineadvertising.14.2.20Marketingandpromotions:Anyofferorpromotionsubmittedforpublicationonawebsitebythehotelmustmeetallapplicablelegalrequirementsforpublicationineachmarketforwhichitisdestined.Thehotelisresponsibleforensuringalloffersandpromotionscomplywithallapplicablelaws.14.2.21BrandMarketingmayprovidetheopportunityforthehoteltocommunicatewithguestsorinterestedconsumersviaemailmarketingnewsletters.14.2.22Thehotelmaynotbuildorholdlocalemailmarketingdatabases.14.2.23AllemailmarketingcampaignsofthehotelmustbeapprovedandmanagedbyBrandMarketing.14.2.24TheBrand’se-DistributionandeCommercedepartmentprovidesthesystemandfacilitiestosendandmanageemail/marketingcampaigns.14.3MERCHANDISING14.3.1ThehotelmustdisplayvariousitemsinordertomarketandmerchandisetothegueststheproductsandservicesassociatedwiththeBrandandtheHiltonFamilyofBrands.Theseitemsinclude:(a)Brand,productandservicesposters,includingframes(b)Brandcollateral/brochures(c)ConradConnoisseurmagazinedesignedforeachhotel(d)ConradBrandvideo(e)HiltonHHonorsmaterial(f)AhotelsalesCD(DVD)createdtosupportthehotel14.3.2ThehotelmustmaintainsufficientquantitiesoftheaboveitemstomeettherequirementsofthehotelandmustensurethatcertainofsuchitemsareprominentlydisplayedasdescribedbeloworasdirectedbyBrandMarketing,maintainedinas-newconditionandregularlyupdated.14.3.3HiltonHHonorsmaterialmustbeavailableatReception.14.4PROMOTIONS14.4.1OnlyBrand-authorizedandapprovedpromotionalmaterialsmaybedisplayedwithinthehotel.14.4.2Exceptforalimitednumberoflocalmaterials,alladvertisingandpromotionalmaterialsdisplayed,locatedorheldinthehotelmayonlyrelatetotheHiltonFamilyofBrands,orasapprovedbyBrandMarketing.Allitemsmustbemaintainedinas-newcondition.MAY2008 CONRADHOTELS&RESORTSBRANDOPERATINGMANUAL14Sales&marketing14.4.3ThehotelmustdisplayBrandmaterialsintheBrandapprovedcounter/desktopdisplaycase.14.4.4BrandMarketingmustapproveallpromotionalmaterialspriortoprintingorproduction.14.4.5Thehotelmayhavealimitedamountoflocalattractionmaterialstobedisplayed.However,whendisplayingsuchmaterials,Brandmaterialsmustbedisplayedseparatelyandgivenprominence.14.5CONRADSALESANDMARKETINGPROGRAMS14.5.1Thehotelmustcomplywiththerequiredproceduresofeachprograminwhichitparticipates.14.5.2Oncethehotelacceptsthetermsandconditions(includingrates,discounts,fees,etc.)ofadeal(byaffirmativelyoptingin,failingtooptout,orbyacceptingthebenefitsoftheprogramorfromtheaccount),thehotelmustcomplyfullywiththerelevantagreement,irrespectiveofwhetherthehotelisapartytothatagreement.14.5.3ThehotelmustparticipateinrequiredCoreHHCPrograms,whichinclude:(a)HiltonHHonors‚(b)UnlimitedBudget‚(c)Conradpromotions14.5.4ThehotelmustparticipateinBrand-designatedpromotions,including:(a)Seasonalleisurepromotions(b)Holidaypromotions(c)Weekendpromotions(d)Meetingsandincentives14.5.5Thehotelmayparticipateinthoseco-brandedinitiativesundertheHiltonFamilyofBrands.Ifanypromotion/marketingrequiresco-branding,theprogrammustbepre-approvedbyBrandMarketing.14.6SALES,GENERAL14.6.1ThehotelisresponsibleforlocalsalesinaccordancewiththeBrand’sprocedures.14.6.2HiltonWorldwideSaleskeyaccountagreementsarenegotiatedcentrallythroughHHC.WheretheBranddeemsappropriate,thehotelmaybeinvitedtoparticipateinthesenegotiateddeals.Oncethehotelacceptsthetermsandconditions(includingrates,discounts,fees,etc.)ofadeal(byaffirmativelyoptingin,failingtooptout,orbyacceptingthebenefitsoftheprogramorfromtheaccount),thehotelmustcomplyfullywiththerelevantagreement,irrespectiveofwhetherthehotelisapartytothatagreement.ThehotelmustinformtheBrandPerformanceoftheseagreements.14.6.3Thehotelmustrecognizekeycustomeraccountsatanational,regionalandgloballevelandmusthaveknowledgeofhowtheircontractsareset-upandoftheidentityoftherelevantHHCAccountManager.14.6.4Thehotelmustnotcontactidentifiedkeycustomerswithoutpriorconsultationwith,andtheapprovalof,theapplicableHHCAccountManager.14.6.5Thehotelcannotsignlocalagreementswithidentifiedkeycustomerswithoutpriorconsultationwith,andtheapprovalof,theapplicableHHCAccountManager.14.6.6Thefollowingtypeofcustomersareincludedundertheterm“keyaccounts”:(a)Corporateaccounts(b)Meetingplanners(c)Hotelbookingagents(d)Onlineoperators14.6.7ThehotelmustfollowthestandardHHCagreementprocedure,ascommunicatedbytheHHCregionalsalespersonresponsibleforsuchmatters,whencontractingwithotheraffiliatedhotels.MAY2008 CONRADHOTELS&RESORTSBRANDOPERATINGMANUAL14Sales&marketing14.7CONRADSIGNATUREANDRELATEDGRAPHICS14.7.1TheMarks,includingtheofficialnamesand/orConradlogos,mustbeutilizedinallmattersconnectedwiththeoperationandmanagementofthehotel.14.7.2WheneverorwherevertheMarksorofficialhotelnamesand/orlogosareutilized,theymustbeusedasdefinedintheBrandIdentityManual.ForpurposesofthisManual,the“Marks”meanstheBrand’sservicemarksandallotherservicemarks,copyrights,trademarks,logos,insignia,symbols,designs,slogans,distinguishingcharacteristics,tradenames,domainnamesandallothermarksorcharacteristicsassociatedorusedwithorinconnectionwiththeSystem,andsimilarintellectualpropertyrightsthattheBranddesignatesfromtimetotimetobeusedintheSystem.14.7.3NeithertheMarks,noranyotherConradlogosorsignaturesmaybeusedforanyotherpurposeorbyanyotherentityforanypurposewithoutthepriorwrittenapprovalofBrandMarketing.14.8BRANDEDITEMS14.8.1Thefollowingitemsbranded“Conrad,”“ConradHotels&Resorts”or“Conrad(location)”mustbeacquired,produced,usedandmerchandisedinthehotelaccordingtothelatestBrandIdentityManual.14.8.2InternalStationery:(a)Standardletterheadwithappropriatedisclaimer(b)StandardDLenvelope(c)Fax(computer-basedtemplate)(d)Memorandum(internal-usecomputer-basedtemplate)14.8.3GuestStationery(mandatory):(a)Guestroomletterheadwithappropriatedisclaimer(e.g.,“InResidence”or“Hotelisnotthesender”)(b)GuestroomstandardDLenvelope(c)Hotelpostcard(s)(d)Notepads/writingblock14.8.4Brochures(mandatory):(a)Hotelbrochure(c)Hotelfactsheet(d)Hotelevents/activitiescalendar(e)ConnoisseurConrad14.8.5DirectoryofServices:(a)DirectoryofServices(b)Telephone/Internetinstructions/directory14.8.6Merchandising:BrandeditemsprovidedforsalemustbeapprovedbytheBrand.14.8.7Collateral(mandatory):(a)Receptionitems:(i)Registrationcard(ii)KeyandWelcomefolder/“Non-StopDeparture”(iii)Safedepositboxrecord(iv)Departurefolder(v)Guestfolio/bill(vi)Foreignexchangereceipt(b)Printedforms/cards:(i)“Non-StopDeparture”form(ii)Non-genderlaundryorderandvaletforms(iii)Bathrobecard(iv)Housekeeping/valetnotificationcard(v)Restaurant/airline/toursbookingconfirmation(vi)Messageform(s)(vii)Luggagestoragereceipt(s)withdisclaimer(viii)Valetparking/coatroomreceipt(s)withdisclaimer(c)DoorItems(i)Breakfastcarddoorhanger(ii)“DoNotDisturb”card(d)FoodandBeverageItems(i)Coaster(ii)Napkins(iii)MatchesMAY2008 CONRADHOTELS&RESORTSBRANDOPERATINGMANUAL14Sales&marketing14.8.8Other-Theremustbeconsistentuseofallprintedmaterialsrelatingtothefollowing:(a)HHCReservationsWorldwideandCustomerCare(b)HHCSalesWorldwide(c)HHCWorldwide(d)ConradwithinHHCShowStandsWorldwide14.9EXTERIORGRAPHICS14.9.1AllexterioridentityordirectionalsignprojectsofthehotelmustbehandledbyaBrand-approvedvendorforsystemgraphicsmanagement.14.9.2On-premiseelectricalsignsmustconformtothecolors,specificationsanddesignsasdefinedintheBrandIdentityManual.14.9.3Allexterioridentificationsigns(whetherornottheyareilluminated)mustmeetConrad’sBrandIdentityManualstandards.14.9.4Anychangetoexistingexterioridentitysigns,withtheexceptionofminorrepairs,mustconformtotheBrand’scurrentexteriorsigngraphicsspecificationsandmustbesubmittedforapprovaltotheBrandpriortoworkcommencing.14.9.5Allilluminatedexteriorsignsatthehotelmustbelitfromatleastduskuntildawnorasdesignatedbyapplicablelaw.14.9.6Allexteriorsignsmustbemaintainedingoodworkingorder.Ifanexteriorsignfailstoilluminateatanytime,itmustbecompletelyshutoffuntiltherepairhasbeenmadeandtheentiresigncanbeilluminated.Repairsmustbemadewithin30days.14.9.7Off-sitebillboardsdirectingthepublictothehotelmustfollowthecoloranddesignspecificationsoutlinedintheBrandIdentityManual.14.9.8BrandMarketingmustapproveanyexteriorsignspromotingoradvertisingthehotel.14.10DISPLAYINGTHEFLAG14.10.1TheConradflagistheprincipalflagdisplayedunlessapplicablelawrequiresotherwise.14.10.2Allflagsmustbeflowninaccordancewithapplicablelocalflagprotocols.14.10.3Allflagsmustbecleanandingoodrepair.14.10.4Flagsmayberaisedandloweredeachday,orflownconsistentlyasperlocalflagprotocolandwiththeappropriatenightillumination.14.10.5Iftheflagsareraisedandloweredeachday,propercareandlocalpracticemustbeused.MAY2008 CONRADHOTELS&RESORTSBRANDOPERATINGMANUALBrand15extensions CONRADHOTELS&RESORTSBRANDOPERATINGMANUAL15Brandextensions15.1CONRADRESORTSConradResortsBrandOperatingStandardsandBrandServiceDeliveryStandardsarecurrentlyunderreview-publicationdateisTBA.MAY2008 CONRADHOTELS&RESORTSBRANDOPERATINGMANUALServiceDeliveryStandards CONRADHOTELS&RESORTSBRANDOPERATINGMANUALContents1CORE9SPECIALGUESTS‘ConradService’CoreStandardsWake-upCallsWelcome&RegistrationHotelEmployeesRoomAmenitiesHotel&PublicAreasRoomAmenitiesforExterior&LandscapeYoungerGuests2GROUPSALES&EVENTS10CLUBLOUNGESalesProcessRegistrationWalk-inCustomersClubLoungeSiteInspectionEvents11FOOD&BEVERAGEPreparationCoreStandardsServices-Presentation-TableService3RESERVATIONS-ProductsBreakfast4DOORSERVICESLunch&DinnerHotelArrival&DepartureSpecialtyRestaurantValetParkingBarLimousineLobbyLoungeAirportPick-upIn-RoomDiningIn-RoomBar5CONCIERGE12COATROOM6GUESTSINRESIDENCEWelcome&Registration13BUSINESSCENTERRoomingRoomMoves14RECREATIONLuggageOutdoorActivitiesDeskDeparturePoolandBeachServiceGuestCommunications-Messages15SALON-Deliveries-“DoNotDisturb”16RETAILSHOP7GUESTSERVICES17ADMINISTRATION&GENERALLaundry&ValetManagementPresenceShoeShineMaintenanceRequestsSafeDepositBoxesServiceRecoveryNewspaperWrittenComplaintstotheForeignExchangeExecutiveOfficePets8HOUSEKEEPINGRoomPresentationThismanualcontainsconfidentialand-BathroomproprietarybusinessinformationandremainsthepropertyofConrad®Hotels&Resorts.ServiceThismanualmaynotbereproducedordistributedinwholeorinpart,withoutpriorEveningServicewrittenpermissionofConradHotels&Resorts.Therecipientofthismanualshallmaintaintheconfidentialityofsuchinformationandshallreturnthismanual,anditscopiestoConradHotels&Resortsupondemand.©2008,HLTConradIPLLC.ThesearethewordsthatdefinetheConradexperience.Theyshouldshinethroughinyourworkatalltimes.Learnthem.Lovethem.Livethem.INDIVIDUAL.GENUINE.VIBRANT.CONTEMPORARY.DISCERNING CONRADHOTELS&RESORTSBRANDOPERATINGMANUAL1Core CONRADHOTELS&RESORTSBRANDOPERATINGMANUAL1.1Core‘CONRADSERVICE’1.‘ConradService’providesguestswithahotlinetothefollowingguestservices:ConciergeLaundryHousekeepingFrontOfficeEngineering2.‘ConradService‘phonecoverageisprovided24hoursaday,7daysaweek.3.Thebackgroundisfreeofanynoiseordisturbance.4.Whenguestscall‘ConradService,‘theyonlymakeonepointofcontactandneverhavetorepeatthedetailsoftheirrequestordialanotherextension.5.‘ConradService‘servicesfill/deliver‘ConradService‘withinthepromisedtimeframe.6.Routinerequestsforstandardstockeditemsarefilledwithin10minutes.TheHotel’s‘ConradService‘Operatorwill:7.Bepleasant,unhurriedandwellorganized.8.Answercallsfromtheguestroomwithin3rings,“Goodmorning(afternoon/evening),‘ConradService.‘Thisis[Operatorname],howmayIhelpyou?”9.Pickupunansweredincomingcallstotheguestroomwithin5rings,andofferthecallertheoptionsofleavingtheguestawrittenorvoicemailmessageorreturningtothePBXOperator.10.Notputguestsonholdformorethan15seconds;ifalongerholdisunavoidable,offerguestsacallback,whichisplacedwithin3minutes.11.Provideanestimateddeliveryorservicetime,whereapplicable.WAKE-UPCALLS1.Recordwake-upcallrequestspromptlywiththeguestname,roomnumberandtimeofthedesiredcall.2.Repeatthewake-upcalltimebacktotheguesttoensureaccuracy.3.Offerguestsrequestingawake-upcalltheadditionaloptionofplacingaroomservicebreakfastorder.4.Deliverthewake-upcallwithin2minutesoftherequestedtimeinacalm,clearvoice,“Goodmorning,Mr/s.[name].Thisisyourwake-upcall.Itiscurrently[time].”5.Offerafollow-upwake-upcallwithin10minutesofthepriorwake-upcallandaroomservicebreakfastorder,ifanorderhasnotalreadybeenplaced.ThesearethewordsthatdefinetheConradexperience.Theyshouldshinethroughinyourworkatalltimes.Learnthem.Lovethem.Livethem.INDIVIDUAL.GENUINE.VIBRANT.CONTEMPORARY.DISCERNINGFEBRUARY2008 CONRADHOTELS&RESORTSBRANDOPERATINGMANUAL1.2CoreHOTELEMPLOYEESEachHotelEmployeewill:1.Appearfresh,clean,polishedandwell-fitted,withanamebadgeontheleftlapel.2.Acknowledgeguestswitheyecontact,afriendlysmileandaverbalgreeting.3.Usetheguest’snamewheneverpossibleandappropriate.4.Takeownershipof’ConradService’andnotreferguestselsewhere.5.AddressguestsandotherHotelEmployeesinacourteousandattentivemanner.6.BeknowledgeableabouttheHotel,includingtheday’seventsandbanquetfunctions.7.Accompanygueststorequestedareas.8.Pickupitemsanddebrisinthepublicareas.9.Usepositivelanguageandconveyapositivemoodwheneverinconversationwithguests.10.NevercriticizeorplaceblameonanotherHotelEmployee.11.Approachguestswhoappearlostorunsureandassistthemoraccompanythemtotherequestedarea.12.Holddoorsopenforguests,andinvitegueststomovein/outofelevatorsandpublicspacesfirst.13.Offertocarrybagsforguestswhentheypassthroughpublicareas.HOTEL&PUBLICAREAS1.Hotelandpublicareasareimmaculatelycleanandwelcoming.2.TheHotelLobbyalwayshasadistinctivefloralarrangement.3.Officesareclean,efficientandprofessionalinappearance.4.Signageisclearlyvisible,dustfree,wellpolishedandingoodcondition.5Carpetsarecleanandfreeofspots,holesandtears,withnofrayededges.6.Allbrassispolished,shiningandfreeoffingerprints.7.Ashtraysholdnomorethanonecigarettebuttbeforebeingcleaned.8.Housephonesareclean,withafreshnotepadandpencilnearby.9.Furnitureisdustfree,notchipped,withoutstains,notwobblyandinlike-newcondition.10.Wallsandceilingsareclean,withoutscratches,spotsordiscoloration.11.Electricalswitchesareingoodworkingorder.12.Lightbulbsareworkinganddustfree.13.Windowsandmirrorsareclean,withnostreaksorsmudges.14.Duringservicingofpublicareas,thePublicAreaAttendantcarriesabasketthatisneatlystockedanddoesnotobstructpassingguests.15.Publiccoatroomsarecleanandfreshsmelling.16.Publicrestroomsareclean,spotless,sanitizedandfreshsmelling,withnocracks,chipsordiscoloredgrout.17.Allpublicrestroomsarewellstockedandmaintainedandmeetthefollowingrequirements:•Thereare2rollsoftoilettissueperstall.•Facialtissueisprovided.•Liquidsoapsareatleast1/2full.•Cleanwashclothsareneatlyfoldedandstacked.•Trashbinsareclean,notoverflowingandclearlyseparatedfromused-towelsbaskets.•Allfixturesandfaucetsarepolished,shinyandingoodrepair.ThesearethewordsthatdefinetheConradexperience.Theyshouldshinethroughinyourworkatalltimes.Learnthem.Lovethem.Livethem.INDIVIDUAL.GENUINE.VIBRANT.CONTEMPORARY.DISCERNINGFEBRUARY2008 CONRADHOTELS&RESORTSBRANDOPERATINGMANUAL1.3CoreEXTERIOR&LANDSCAPE1.AllHotelandexteriorsignageisclearlyvisible,welllitandingoodrepair.2.Entrancedoorsoperatesmoothlyandproperly.3.TheHotelentranceisclean,welllitandwelcoming,freeofobstructionsanddebris.4.Parkinglotsarewelllitandwellmaintained.5.Thedrivewayareaisfreeofoilanddebris.6.Walkwaysarecleanandwelcoming,freeofdebrisandwelllit.7.Plantsareappropriatelysized,healthyandwellmaintained.8.Flagsarecleanandnottorn.9.TheConradHotelflaghangsattheappropriateheightasperlocalprotocol.ThesearethewordsthatdefinetheConradexperience.Theyshouldshinethroughinyourworkatalltimes.Learnthem.Lovethem.Livethem.INDIVIDUAL.GENUINE.VIBRANT.CONTEMPORARY.DISCERNINGFEBRUARY2008 CONRADHOTELS&RESORTSPUBLICRELATIONSMANUALGroupSales2&Events CONRADHOTELS&RESORTSBRANDOPERATINGMANUAL2.1GroupSales&EventsSALESPROCESSTheHotel’sAccountManagerwill:1.AnswerallcallstotheSalesDepartmentwithin3ringsduringbusinesshours.2.BeconversantaboutallConradproductsandservicesandactivelypromotetheseinalignmentwiththeindividualneedsofthecustomer.3.Beabletoquote,bookandconcludeaquotation,andbeknowledgeableabouttheHotel’scredit,depositandcancellationpolicies.4.Followupallsalesleadsandquerieswithinonebusinessday.5.Usepositivelanguage,conveyenthusiasmandlistenactivelytocustomerquestionsandneeds,evenifasaledoesnotappearimminent.6.Askopenquestionstodeterminethefullrangeofthecustomer’suniqueinterestsandrequirements.7.Providecustomerswithcurrent,cleanandcompletebrochuresandinformationfoldersreflectingConradBrandexcellenceandluxury.8.Customizeinformationfoldersasappropriatetomeetthecustomer’sindividualinterestsandrequirements.9.Establishandrecordthefollowingcustomerinformationatthefirstpointofinquiry:•Customername•Companyname(ifapplicable)•Address•Emailaddress•Faxandtelephonenumbers•Preferredmeansofcommunication•Eventtype•Date(s)andtime(s)ofevent•Numberofattendees•Numberandtypeofroomsrequired•Accommodationsrequired,ifapplicable•Budget•Customizedrequirementsandspecialrequests10.Closethesalesinterviewby:•Repeatingallinformationtothecustomertoensureaccuracy.•Checkingavailability.•Offeringtomakeaprovisionalbooking.11.Ifunabletoconfirmavailability,offer:•Alternativedates.•Waitlist.•BookinginanotherConradHoteloraFamilyofBrandshotel.12.ConcludeallinterviewsbythankingthecustomerbynameforchoosingConrad[cityname].13.Updatefilesuponcompletionofasalesinterview,notingpointsofdiscussion,personaldetailsabouttheclientandevent,requiredfollow-upactivityanddatesforfurthercontactwiththecustomer.14.Carryoutallfollow-upactivitypreciselyaspromised,includingpersonalizedcorrespondence.15.IndividualiseproposalstomeettheuniqueneedsofcustomersandtohighlighttheuniqueofferingsoftheConrad[cityname].16.Sendallcustomersawrittenproposalthatincludesaquoteandcompleteeventdetailswithinonebusinessdayofthesalesinterview.17.Followupwithaphonecallorpreferredcommunicationonebusinessdayafterthecustomerreceivesthewrittenproposal.18.Providecustomerscompleteandseamlessservice,liaisingwithotherHoteldepartmentsandoutsidevendorsasnecessaryontheirbehalf.19.Followinganevent,resolveorrespondtocustomercommunicationsorbillinginquiriesbeforetheendofnextbusinessday.ThesearethewordsthatdefinetheConradexperience.Theyshouldshinethroughinyourworkatalltimes.Learnthem.Lovethem.Livethem.INDIVIDUAL.GENUINE.VIBRANT.CONTEMPORARY.DISCERNINGFEBRUARY2008 CONRADHOTELS&RESORTSBRANDOPERATINGMANUAL2.2GroupSales&EventsWALK-INCUSTOMERS1.CustomerswhoarriveintheHotel’sSalesOfficeoratReceptionwithoutanappointmentareintroducedtoanAccountManagerwithin5minutes.Outsideofofficehours,theManageronDutywillgreetthecustomer.Withrespecttowalk-incustomers,theHotelAccountManagerwill:2.Givethewalk-incustomeracompletesalesfolderfromapreparedsetthatiskeptonhand.3.Answerthecustomer’squestionsorconductafullsalesinterview,accordingtothecustomer’slevelofinterest.4.Offertogivethecustomeratourofroomsandmeetingvenues,tailoredtothecustomer’srequirements.5.Taketheappropriatenextstepbasedonthecustomer’slevelofinterestandsenseofurgency.SITEINSPECTION1.WhentheHotelisnotfull,3guestroomsofdifferenttypes,preferablyonthesamefloor,arepreparedas“showrooms”andblockedeachdayuntil6p.m.localtime.2.Allroomsareilluminatedtotheappropriatelevelsinadvanceofthesiteinspection.TheHotel’sAccountManagerwill:3.BeintheHotellobbyatleast5minutesbeforethescheduledinspectionappointmenttimetogreetthecustomer.4.Customisethesiteinspectionaccordingtopre-determinedcustomerneedsandinterests.5.ExplainConrad’smarketpositioninganduniquesellingpointsusingfeaturesandbenefitsthatmatchthecustomer’sprofile.6.Presentthecustomerwithacomplete,customizedsalesfolderpriortotheinspectionifthecustomerhasnotalreadyreceivedone.7.Showthecustomertherelevanteventrooms,aselectionofguest-roomtypesandkeyareasoftheHotel.8.Uponconclusionofthetour,escortthecustomerbacktotheHotellobby,thankthecustomerandconfirmthenextstepsinthesalesprocess.ThesearethewordsthatdefinetheConradexperience.Theyshouldshinethroughinyourworkatalltimes.Learnthem.Lovethem.Livethem.INDIVIDUAL.GENUINE.VIBRANT.CONTEMPORARY.DISCERNINGFEBRUARY2008 CONRADHOTELS&RESORTSBRANDOPERATINGMANUAL2.3GroupSales&EventsEVENTSPREPARATION1.Reservedroom(s)areproperlypreparedtoagreed-uponrequirements,includingroomtemperatureandlighting,atleast30minutespriortothescheduledarrivalofthehost/eventplannerand/orevent.2.Alllightbulbsintheeventareasmustbeworkingproperly.3.Theeventnameandcompanyname,correctlyspelledwiththeaccuratelogo,areclearlyandattractivelydisplayed.4.TheAccountManagerisintheHotellobbytogreetthefunctionhost/eventplanner5minutesbeforethescheduledappointmenttime.5.TheAccountManagerintroducesthefunctionhost/eventplannertotheHotelEmployee-in-chargeoftheevent.6.TheHotelEmployee-in-chargediscussesandconfirmsallpre-arrangedrequirementswiththehost/eventplanner.7.Equipmentplacementandfunctionalityarecheckedatleastonehourpriortotheevent;functionaldifficultiesareimmediatelyremedied.8.AHotelEmployeeisonsitepriortotheeventtodemonstrateoranswerquestionsabouttheequipment,includingaudiovisual,airconditioningandlightingcontrols.9.A‘ConradService’buttonordedicatedlineissetupsothatthehost/eventplannerhasdirectcontactwhenneededwiththeHotelEmployee-in-chargeoftheevent.10.AHotelEmployeeisattheentrancetothefunctionroom10minutesbeforethescheduledstarttimetogreetguestsandprovideassistance.SERVICES11.AlldetailsareexecutedinaccordancewiththeBanquetEventOrder.12.HotelEmployeesareinformedofeventsandvenueswellinadvanceandarepreparedtopersonallydirectgueststotheirdestination.13.Coatroomsareavailableneareachbanquetroomandarestaffeduntiltheendofthefunction.14.Meetingroomsareservicedduringbreaks,andlunchisrefreshedtotheoriginalcondition.15.Arrivingguestsaregreetedwithin30secondswithasmileandawelcome.16.Duringtheevent,equipmentproblemsarerespondedtowithinoneminute.17.TheguestorderisservedaspertheBanquetEventOrder,withnoconfusionaboutspecialordersorsubstitutions.18.Tablesareservedinaclockwisedirectionbeginningwithladies,orasinstructedbytheorganizerorbylocalpractice.19.Alldishesareservedatthecorrecttemperature.20.Servingsareportionedconsistently.21.Anewcourseisnotserveduntilthepreviouscoursehasbeencleared.22.Guestsdonotfeelrushed;servicecontinuesuntilHostorlocallawsdesignateservicetoend.23.Thehost/eventplanner’ssatisfactionischeckedatleastonceduringtheeventandagainafterit.24.Uponleaving,guestsaregraciouslythankedfortheirpatronageandwishedapleasantday/evening.25.Uponconclusionoftheevent,theaccurateguestfolioisneatlypresentedinaConrad-brandedfolderandmadeavailabletothehost/eventplanner.26.Uponrequest,detailsofallchargesareavailableandcanbeexplained.ThesearethewordsthatdefinetheConradexperience.Theyshouldshinethroughinyourworkatalltimes.Learnthem.Lovethem.Livethem.INDIVIDUAL.GENUINE.VIBRANT.CONTEMPORARY.DISCERNINGFEBRUARY2008 CONRADHOTELS&RESORTSBRANDOPERATINGMANUAL3Reservations CONRADHOTELS&RESORTSBRANDOPERATINGMANUAL3.1ReservationsRESERVATIONSTheHotel’sReservationsAgentwill:1.Establishthecaller’snameand,iffirstcontact,askdetailedquestions,including:•Arrivalanddeparturedates•Numberinparty•Whethercallerisareturnguest•Preferredtypeofaccommodation•personalizedrequestsandneeds2.DescribetheHotelroomsandfeaturescolorfullyandenthusiastically,tailoredtothecaller’sinquiry,sothatthecallercanclearlypicturetheHotel’suniqueluxuryenvironment.3.Weavepricingfordifferentroomcategoriesintotheconversationstartingatthehighestavailablecategorythatbestmatchesthecaller’sneeds,withanemphasisonthedifferencesbetweencategories.4.Activelyup-sell;forexample,ifacalleracceptsthefirstrate,up-selltothenextroomtype.5.Presentspecialpromotions.6.Givecallerstheoptionofasmokingornon-smokingroom,whereallowablebylaw.7.Usethecallersurnameatleasttwiceduringtheconversationandalwaysuponclosingthecall.8.Requestandconfirmthefollowingadditionalinformationbeforeclosingareservationcall:•WhetherthecallerisamemberoftheHHonorsprogram•Personaldetails,forexample,namesandagesofchildrenstayinginaroom,specialoccasion,allergiesandpreferences•AdditionalreservationsforotherHotelactivities,forexample,restaurant,golf,salonorspa•Approximatearrivalorflighttime,withanoffertoarrangefortransportation,ifapplicable9.Informcallersofarrivalanddeparturetimesandadditionaldetailspertainingtotheirreservation.10.Subjecttolocalcustoms,askthecallerforacredit-cardnumbertoholdthereservation,explainthecancellationpolicyandprovideaconfirmationnumber.11.Repeatbookingdetailsbacktothecallertoensureaccuracy.12.Offertosendanemailorfaxconfirmation.13.Iftakingatoll-freecall,offerthecallerassistancewithotherConradHotelreservations.14.Thankthecallerand,ifareservationhasbeenmade,closetheconversationwithaphraseofwelcomesuchas,“Welookforwardtohavingyouasourguest.”15.IssueallwrittenreservationscorrespondenceonConradletterhead.ThesearethewordsthatdefinetheConradexperience.Theyshouldshinethroughinyourworkatalltimes.Learnthem.Lovethem.Livethem.INDIVIDUAL.GENUINE.VIBRANT.CONTEMPORARY.DISCERNINGFEBRUARY2008 CONRADHOTELS&RESORTSBRANDOPERATINGMANUALDoor4Services CONRADHOTELS&RESORTSBRANDOPERATINGMANUAL4.1DoorServicesDOORSERVICESHOTELARRIVAL&DEPARTURETheHotel’sDoormanwill:1.Bealerttoarrivingcarsandopencardoorswithinapproximately10secondsofavehiclestoppinginfrontoftheHotel.2.GreetarrivingguestsattheentrancetotheHotelwithasmile,eyecontactandafriendly“WelcometoTheConrad.”3.Offervaletparkingordirectionstotheparkinggarage(whenapplicable).4.Assistwithluggage,verifythecountwiththeguestbeforethetrunkisclosedandissuealuggagereceipt.5.Readlabelsontheguest’sluggagesothatthenamecanbeusedandpassedontotheHotel’sLobbyHostsandotherHotelEmployees.6.Opendoorsforguests.7.DirectgueststoReception,restaurantsorotherHotelfacilities,asappropriate.8.Greetdepartingguestsandassistthemwiththeirluggageandtransfertothedeparturevehicle.9.Forguestsdepartingtotheairport,inquireiftheyhavetheirticketsandpassport.10.Holdahandabovethecustomer’sheadatthedoorframetoprotecttheguestwhenenteringthecar.11.Offerdirectionsandmapstoguestsdrivingtheirownvehicle.12.ThankdepartingguestsfortheirstayattheConrad.VALETPARKINGTheHotel’sCarValetwill:1.Issueaclaimreceiptfortheguest’scarandexplainvaletparkingprocedures.2.Inspectthevehicleandnoteontheticketanypre-existingdamage.3.Driveguestcarscarefully,neverexceedingpostedspeedlimits.4.Notalterordisturbguestpreferencesinthecar,suchasradiostationandvolume,mirrorsandplacementofbelongings.5.Closecarwindowsand,inthecaseofconvertibles,asktheguesttoclosethetopbeforethecarisvalet-parked.6.Parkandlockthecarinasafeandsecurearea.7.Deliverthecartothefrontentrancewithin5minutesoftheguestrequest,enginerunninganddriver’sseatreturnedtoitsoriginalposition.8.Holdthedooropenforguestsandprovideluggageorotherassistance,asappropriate.9.Offerdepartingguestsdirections,ifappropriate,thankthemforvisitingtheConradandwishthemapleasantjourney.ThesearethewordsthatdefinetheConradexperience.Theyshouldshinethroughinyourworkatalltimes.Learnthem.Lovethem.Livethem.INDIVIDUAL.GENUINE.VIBRANT.CONTEMPORARY.DISCERNINGFEBRUARY2008 CONRADHOTELS&RESORTSBRANDOPERATINGMANUAL4.2DoorServicesLIMOUSINETheHotel’sLimousineDriverwill:1.ArrivecurbsideatthefrontentrancetotheHotelorotherdesignatedareaatleast5minutesbeforetheappointedtime.2.GreetguestsattheHotelentranceandshowthemtothecar.3.Openandclosecardoorsforguests.4.Whenloadingluggageinthetrunk,askgueststoverifythecountbeforethetrunkisclosed.5.Confirmthedestinationand,iftheairport,alsoconfirmtheterminal,airlineanddeparturetime.6.Provideanestimateddrivingtime.7.Checktoseewhetherthecartemperatureiscomfortableandthemusicvolumeisacceptable,andprovidecarmenuwithmusicselection.8.Drivesafely,neverexceedingpostedspeedlimits.9.Offerguestschilled,bottledwater.10.Notinitiateconversationwithguestsonceunderway.11.Maintainalimousinethatispolished,spotlessandfreeofscratchesontheinteriorandexterior.12.Ensurethatthecarisclean,ashtraysareemptiedbeforeeachtripandthereisafreshscentinthecar.13.KeepConradMagazineandacurrentnewspaperinthecar.AIRPORTPICK-UPTheHotel’sGreeterwill:1.Waitattheappointedtimeandplacebeforeguestarrival.2.HoldupaConrad-approvedwelcomesignprintedwiththearrivingguest’ssurname.3.Welcomethearrivingguest,offertocarryhandluggage,andassistwithcheckedluggageandtransfertotransportation.AdditionalConradResortstandards:4.OfferassistancetoeveryarrivingConradResortguest.5PhoneaheadtotheResorttofacilitatecurbsidegreeting.ThesearethewordsthatdefinetheConradexperience.Theyshouldshinethroughinyourworkatalltimes.Learnthem.Lovethem.Livethem.INDIVIDUAL.GENUINE.VIBRANT.CONTEMPORARY.DISCERNINGFEBRUARY2008 CONRADHOTELS&RESORTSBRANDOPERATINGMANUAL5Concierge CONRADHOTELS&RESORTSBRANDOPERATINGMANUAL5.1ConciergeCONCIERGETheHotel’sConciergewill:1.ImmediatelyacknowledgeguestsarrivingattheConciergedesk.2.Offerguestsassistancebeforebeingasked.3.Listencarefullytorequestsandasktheguestdetailedquestionsinordertomakeappropriate,personalizedrecommendations.4.BeknowledgeableaboutallHotelservicesandfeatures,aswellaslocalattractions,tours,shoppingandrestaurants.5.Presentoptionsthatarepersonalizedaccordingtotheguest’sneeds,interestsandbudget.6.Keepavailablealistoflocal,recommendedrestaurants(sortedbylocation,cuisine,formalityandpricerange),togetherwithsomemenusfrompopularchoices.7.Keepacompletesupplyofprinteddirections,maps,brochures,eventlistingsandothercurrentinformationofinterestabouttheareaandmainattractionsreadilyavailableforguests.8.NoteallreservationsandotherpersonalizedinformationonaconfirmationcardornotepadbrandedwiththecorrectConradhotelorresortlogo,andgivethistotheguestattheconclusionofaguestrequest.9.Interruptcontactwithaguestnomorethanonceduringaconversationtotakeaphonecall.10.Fulfillall‘ConradService’orgiveatleasttwoalternatives.11.Encouragegueststobeintouchagainatanytimeforfurtherassistance.12.Maintainguest“emergencykits”stockedwithitemsthataguestmightforget.13.Delivermessagesoritemstotheguestroomwithin15minutesofarrival.ThesearethewordsthatdefinetheConradexperience.Theyshouldshinethroughinyourworkatalltimes.Learnthem.Lovethem.Livethem.INDIVIDUAL.GENUINE.VIBRANT.CONTEMPORARY.DISCERNINGFEBRUARY2008 CONRADHOTELS&RESORTSBRANDOPERATINGMANUALGuestsin6residence CONRADHOTELS&RESORTSBRANDOPERATINGMANUAL6.1GuestsinresidenceWELCOME®ISTRATIONTheHotel’sReceptionistwill:1.BevisibleatregistrationareaorHotellobbyatalltimes.2.SmileandmakeeyecontactwithallguestsatorpassingReception.3.AcknowledgeguestsarrivingatReceptionwithinapproximately10seconds.4.Giveguestsawarmwelcomeandasenseof,“Weareexpectingyou.”5.RequestassistancefromanotherHotelEmployeeifmorethanoneguestiswaiting.6.Accommodateguestsappearingtobeinahurrybyofferingimmediateserviceinalignmentwiththeirneeds.7.Greetreturnandspecialguestsbyname,givethemawelcomefolderandtakethemdirectlytotheirroom.8.Giveguestswithreservationsapre-printedregistrationcard,andreviewdetailswiththeguestforaccuracy:•Numberofnights•Numberofrooms•Numberofguests•Spellingoflastname•Contactdetails9.Confirmmethodofpayment,andtakeimprintofthecreditcardtobeusedforpayment.10.Askiftheguesthasanairmiles/frequentflyercardorHHonorscard.11.Confirmspecialrequests,includingthepreferrednewspaper.12.Presenttheguestwithwaitingmessagesorappointmentcards,andadvisetheguestiflargerpackageshavebeensenttotheroom.13.Explaindiningoptionsforthecurrentornextavailablemealperiod.14.Neververbalisetheroomnumberorrate,butpointthemouttotheguestontheWelcomeFolder.15.Explaintheuseofthekeycardbeforeplacingitinthewelcomefolder.16.Offerallguestsanescorttotheroom.17.Ensurethatluggageisdeliveredtotheroomwithin7minutes,andexplain“DoNotDisturb”andfireexitsiftheguestdeclinestheescort.18.ForguestsarrivingbeforetheHotel’spublishedarrivaltime,provideanapproximatetimewhentheroomwillbeready,andoffertheguesttheuseofchangingfacilitiesandluggagestorage.19.Iftheroomisnotreadyafterthepublishedarrivaltime,showgueststotheloungeareaandofferthemacomplimentarybeverageorlightmeal.20.Pageorcallwaitingguestsandgivethemtheirwelcomefolderwhentheroomisready.21.Thankallguestsuponcompletionoftheregistrationprocess,andwishthemapleasantstay.AdditionalConradResortstandardsforarrivalbyResort-arrangedtransport:22.Passengerswillbeofferedrefreshmentwaterduringtheirjourney.23.Vehicletemperaturewillbesetasperguestrequirements.24.Driverwillphoneaheadtoreception5minutesbeforearrivalattheResort.25.ResortHostwillbeatcurbsidetowelcomeguests.26.GuestswillbemetwithWelcomeFolderandwillbeescortedtotheiraccommodationswithouttheneedtostopatReception.ThesearethewordsthatdefinetheConradexperience.Theyshouldshinethroughinyourworkatalltimes.Learnthem.Lovethem.Livethem.INDIVIDUAL.GENUINE.VIBRANT.CONTEMPORARY.DISCERNINGFEBRUARY2008 CONRADHOTELS&RESORTSBRANDOPERATINGMANUAL6.2GuestsinresidenceROOMINGTheHotel’sReceptionist,BellpersonorotherEmployeewill:1.Offerassistancewithcoatsandhandluggage.2.Ensurethatlargeitemsofluggagearedeliveredseparatelytotheguestroom.3.Notinitiateconversationintheelevatorifotherguestsarepresent.4.Directgueststotheroomandopenthedoorwhileexplainingkeyusage.5.Beforeentering,pointoutthenearestemergencyexit.6.Switchonthelights,andinvitetheguesttoenterfirst.7.Leavethebellcartinthecorridor,andproptheroomdooropen.8.Placesuitcasesontheluggagerackright-sideup,andhanggarmentbagsinthecloset.9.Customisetheroomorientationbasedonthetypeofguest(forexample,family,businessperson)andwhatappearstobemostimportanttotheguest.10.Introduceandexplain‘ConradService’phoneservices.11.Ataminimum,pointoutthefollowing:•Masterswitchesforlighting•Air-conditioningcontrols•Specialfeatures,includingin-roomsafeandentertainmentandrefreshmentcenters•Internetconnection•“DoNotDisturb”functionandsecuritychainAdditionalConradResortarrivalstandards:12.ResortHostmeetstheguestonarrivalandthenbecomestheguest’smaincontactthroughouttheguest’sstay.13.Uponguestarrival,ResortHostconductsashortResorttourhighlightingthemainfacilities,matchingthepaceandinterestoftheguest;thetourcanbeconductedatalatertimeattheguest’srequest.14.Arrivalisoriginalinstyleandembraceslocalcultureandflair.15.Allarrivalsareofferedrefreshmentwaterorscented/chilledOshiboritowelsorspritzerwithscent.16.Specialrequestsandpreferencesoftheguestareactivelycommunicatedtoalldepartments;aguestneverhastorepeatapreferenceorrequest.17.ResortHostcheckswiththeguestonadailybasis.ROOMMOVESTheHotel’sReceptionistwill:1.Provideadescriptionofthenewroomandoffergueststheopportunitytoviewittoensuretheirsatisfactionpriortomoving.2.Establishaconvenientmovetimewiththeguest,andmakearrangementstohaveaHotelEmployeeassistwiththemove.3.Deliveranewroomkeyinafreshwelcomepackettotheguestattheagreed-upontimeandlocation.4.Remindgueststoemptytheirin-roomsafebeforechangingrooms.TheHotel’sHotelEmployeewill:5.Ensurethatguestbelongingsaremovedwiththeleastpossibledisturbance(forexample,clothesaremovedonhangers).6.Placeguestbelongingsinapproximatelythesameplacesinthenewroom.ThesearethewordsthatdefinetheConradexperience.Theyshouldshinethroughinyourworkatalltimes.Learnthem.Lovethem.Livethem.INDIVIDUAL.GENUINE.VIBRANT.CONTEMPORARY.DISCERNINGFEBRUARY2008 CONRADHOTELS&RESORTSBRANDOPERATINGMANUAL6.3GuestsinresidenceLUGGAGETheHotel’sBellpersonwill:1.Retrieveluggagefromtheroomwithin10minutesofguestrequest.2.Providereceiptsforluggageautomatically.3.Askguestsiftheyarecurrentlydepartingoriftheywouldliketheirluggageplacedinstorage.4.Checktheroomforanyforgottenitems.5.Atcurbside,loadluggageautomaticallyintothedeparturevehicle(forexample,taxiorlimousine)withtrunkleftopensotheguestcanverifycontents.6.Holdthedooropenandassistguestsastheyenterthedeparturevehicle.7.ThankguestsforstayingatConrad[cityname].DEPARTURETheHotel’sReceptionistwill:1.Acknowledgeguestswithinapproximately10secondsofarrivalatReception.2.Givegueststheoptionofchargingdeparturetransportortheairporttaxtotheirroomaccount.3.Presentguestswithanaccuratefoliothatisclearandeasytoreadandintheguest’sownlanguage,forOnQ-enabledproperties.4.Givegueststimetoreviewthefolio,afterwhichthepaymentmethodisreconfirmed.5.Answerallquestionsconcerningcharges,andprovidesupportingdocumentsimmediatelyuponrequest.6.Ifdiscussingthefolio,pointoutchargesandpersonaldetailsonthefoliowithoutmentioningthemoutloud.7.Handlealldisputedchargesimmediatelyandtotheguest’ssatisfaction.8.Foldfolioneatly,attachittothecredit-cardvoucherifused,placeitinafolder,andpresentittotheguest.9.AskHHonorsguestsiftheywouldlikeacopyoftheirfolioshowingtheirtotalHHonorspointbalance.10.Askabouttheguest’ssatisfactionwiththestay,notingallcommentsandaddressinganycomplaintsorproblemsimmediately.11.Advisetheguestoftheprecisefollow-upactionthatwillbetakenifanissueremainsunresolvedupondeparture,andconfirmthataHotelEmployeewillbebackintouchbeforetheendofthenextbusinessdaytofollowup.12.InformHotelmanagementofanyunresolvedguestissue.13.Beforeguestdeparture,checkforoutstandingmessages,remindtheguesttoemptythesafedepositboxorin-roomsafe(ifapplicable),andensurethattheguesthasallthenecessarytraveldocuments.14.Offerallguestsassistancewithluggageandtransportation.15.Thankguestsbysurnamefortheirpatronage,invitethemtoreturntotheHotelandwishthemapleasantcontinuingjourney.ThesearethewordsthatdefinetheConradexperience.Theyshouldshinethroughinyourworkatalltimes.Learnthem.Lovethem.Livethem.INDIVIDUAL.GENUINE.VIBRANT.CONTEMPORARY.DISCERNINGFEBRUARY2008 CONRADHOTELS&RESORTSBRANDOPERATINGMANUAL6.4GuestsinresidenceGUESTCOMMUNICATIONSMESSAGES1.Duringbusinesshours,incomingcallsarenotautomaticallyforwardedintovoicemail.2.Afterbusinesshours,incomingcallsaredirectedintovoicemailwithanoptiontoreturntotheoperator.3.Pre-recordedvoicemailmessagesmustbeshortandprofessional,statingHotelEmployeename,position,departmentandtheoptiontodial#foroperatorassistance.TheHotel’sHotelOperatorwill:4.Answerallcallswithin3rings.5.GivecalleraclearandwelcominggreetingthatusesTheConradname.6.Nevertellcallerstodialanotherextension;rather,dialtheextensionforthem.7.Notscreencalls,buttransfercallsdirectlytotherequestedextension.8.Concludecallsbythankingthecaller.9.Neverdiscloseguestroomnumbersoverthephone.10.Offercallerswhoarenotimmediatelyconnectedtotheirpartythefollowingoptions,asappropriate:•Tocontinueholding•TobeconnectedtoanotherHotelEmployeeordepartment•TohaveanotherHotelEmployeereturntheircallwithin3minutes•Toleaveawrittenorvoicemailmessage11.Betweenthehoursof11p.m.-6:00a.m.localtime,advisecallersrequestingaguestroomofthelocaltimeandoffertheoptiontotakeamessageorputthecallthrough.12.Repeatwrittenmessagesbacktothecallertoensureaccuracy.13.Notethetimeofthecall,andswitchonthemessagelightimmediately.14.Printoutwrittenmessagesattractivelyandprofessionally,withthecompletemessage,timeofcallandnameofcaller.15.Deliverwrittenmessagestotheguestroominasealedenvelopewithin30minutesofreceipt.DELIVERIESAHotelEmployeewill:16.Deliverincomingfaxesandpackagestotheguestroomwithin15minutesofreceipt.17.Switchontheguest’smessagelightwithin5minutesofadeliverytotheHotel.18.PlaceincomingfaxesinanappropriateplaceinsidetheguestroomusingaConradfaxenvelope.19.Ensurethatpackagesarereleasedonlywithaguestsignatureupondeliverytotheroom.20.Ifaroomhas“DoNotDisturb,”leaveavoicemailmessageaskingtheguesttocontact‘ConradService’foraconvenientdeliverytime.ThesearethewordsthatdefinetheConradexperience.Theyshouldshinethroughinyourworkatalltimes.Learnthem.Lovethem.Livethem.INDIVIDUAL.GENUINE.VIBRANT.CONTEMPORARY.DISCERNINGFEBRUARY2008 CONRADHOTELS&RESORTSBRANDOPERATINGMANUAL6.5Guestsinresidence“DONOTDISTURB”21.Whentheguestplacesa“DoNotDisturb”ontheirtelephone,theHotelOperatoraskswhetherthe“DoNotDisturb”shouldbeopenedatacertaintimeandnotesanyexceptionstotheinstruction.22.Callerstryingtoreachguestsbyphoneareinformedofa“DoNotDisturb”andmayleaveavoicemailorwrittenmessage.23.Undernocircumstancewilla“DoNotDisturb”onthetelephonebe“broken”(exceptbytheManageronDutyorabove).24.A“DoNotDisturb”onaroommeansthattherewillbenoknockingonthedoororanyotherdisturbance.25.Ifa“DoNotDisturb”isonaguestroomwhentheguestislistedasacheckout,aManagercallstheguestnosoonerthannoontoaskwhetherdepartureplanshavechanged.26.IfaguestordersIn-RoomDiningbuttheroomis“DoNotDisturb,”theIn-RoomDiningServerinformstheManager,whowillcalltheguestroomandaskiftheordermaybedelivered.27.Ifaguesthaslaundryreadybuttheroomis“DoNotDisturb”whentheValetarrives,theValetputsacardunderthedoorstatingthattherewasanattempteddeliveryandrequestingacallto‘ConradService’toscheduleaconvenientdeliverytime.28.IfaguesthaslaundryreadythroughExpressserviceandtheroomis“DoNotDisturb”whentheValetarrives,theValetreconfirmstheroomnumber,andtheHousekeeperSupervisornotifiestheguestbyphonethatthelaundryisreadyandrequestsaconvenientdeliverytime.29.Ifaguesthas“DoNotDisturb”duringeveningservice,acardisputunderthedoorstatingthattheguestmaycall‘ConradService’toreschedule.ThesearethewordsthatdefinetheConradexperience.Theyshouldshinethroughinyourworkatalltimes.Learnthem.Lovethem.Livethem.INDIVIDUAL.GENUINE.VIBRANT.CONTEMPORARY.DISCERNINGFEBRUARY2008 CONRADHOTELS&RESORTSBRANDOPERATINGMANUALGuest7services CONRADHOTELS&RESORTSBRANDOPERATINGMANUAL7.1GuestservicesLAUNDRY&VALET1.Same-daydrycleaningandlaundryservicesareavailable7daysaweek.2.Pressingisreturnedwithintheagreed-upontimeandalwayswithinonehour.3.Laundry/drycleaningbagsandordercardsplacedintheguestroomareinlike-newcondition.4.Whencalledforlaundryservice,the‘ConradService’Operatoraskswhattypeofserviceisdesiredandwhenaconvenienttimeforpickupwouldbe.5.Whenpickinguplaundryitems,theValetgreetstheguestbysurname,confirmstheitemsandservicerequested,includingreturntimes,offersadditionalservice,andwishestheguestapleasantday.6.Guestsarenotifiedofanyexistingdamageoranirreparablestain.7.Itemsarereturnedonorbeforethestatedtime.8.Iftheguestisnotpresentintheroomuponreturnofitems,clothesarehunginthecloset,andasignisleftinavisibleplaceadvisingtheguestthatitemshavebeenreturned.9.Foldeditemsareplacedinatissue-linedwickerbasketandplacedonthebed.10.Clothingiscrisplypressed,withcreasesinthecorrectplaces.11.Minorrepairstoclothingareautomaticallyperformed,forexample,amissingbuttonisreplacedorahangingseamisrepaired.12.Personalarticlesormoneyleftinpocketsarereturnedinasealedenvelopewiththeguestclothing.SHOESHINE1.Ifa‘ConradService’shoeshineservicethrough‘ConradService,’theOperatoradvisesguestoftheshoeshinebasketlocationanddeterminesatimeconvenienttotheguestforpickupandreturn.2.Ifa‘ConradService’shoeshineserviceatthetimeofroomingorduringroomcleaning,theshoeshinebasketispresentedtotheguest,atimeconvenienttotheguestforreturnisdetermined,andtheshoesandbasketareremovedfromtheroom.3.Theroomnumberisnotedandplacedinthebasketatthetimeofpickup.4.Shoesarereturnedwellpolished,individuallywrappedandplacedinabasketbythebedsidetableonorbeforetherequestedtime.ThesearethewordsthatdefinetheConradexperience.Theyshouldshinethroughinyourworkatalltimes.Learnthem.Lovethem.Livethem.INDIVIDUAL.GENUINE.VIBRANT.CONTEMPORARY.DISCERNINGFEBRUARY2008 CONRADHOTELS&RESORTSBRANDOPERATINGMANUAL7.2GuestservicesSAFEDEPOSITBOXES1.Receptionsafedepositboxesareclean,notscratchedandfreeofspotsandodor.2.Safesareaccessibletoin-houseguests24hoursaday.3.Whenaguestaskstoreserveasafe,theReceptionistaskstheguest’sname,usesthenameinresponse,verifiestheguestisregisteredintheHotel,andthenofferstheguestachoiceofsizes.4.SafedepositboxformsarecompletedbytheReceptionistwiththefollowinginformation:•Guestnameandroomnumber•Boxnumber•Dateandtimetheboxwasreservedanddatesandtimesofopeningsandreturnsofbox5.GuestsmustsignanddatetheagreementinthepresenceoftheReceptionist.6.Guestsareassuredthatonlyanidenticalsignaturewillbeacceptedtoopentheboxandthatallsignaturesarethoroughlyverified.7.Guestsaregivenakeytotheboxwithacautionaboutthecostandtimeinvolvedifthekeyislost.8.Toopenanoccupiedsafedepositbox,theReceptionistasksforthekey,boxnumberandsignature,whichisthencomparedwiththesignatureonfilebeforetheboxisopened.9.TheReceptionistturnsawayorleavesthesafedepositboxroomwhileguestisaccessingthebox.10.Uponcheckout,theReceptionistremindsgueststoremovetheirvaluablesfromtheboxpriortodeparture.NEWSPAPER1.LocalnewspapersarefoldedandplacedontheroomservicetraywhenorderedwithBreakfast.2.Speciallyrequested“print-to-order”newspapersaredeliveredtoguestroomswithin30minutesoftheorderbeingplaced.FOREIGNEXCHANGE1.ReceptionisabletoexchangemostmajorcurrenciesaspertheHotelCreditPolicies.2.Exchangeratesareupdateddailyandclearlyposted.3.Theguest’smoneyremainsvisibleuntiltheentirecalculationiscompleteandtheexchangedcurrencyhasbeengiventotheguestwithaprintedorhandwrittenexchangereceipt.4.Attheconclusionofthetransaction,theguestisthankedandofferedadditionalassistanceandservices.PETS1.Petsreceivea“petamenity”intheguestroom,whichconsistsofapetroomservicemenuandaplaytoy.2.Awaterbowlisplacedintheroom.3.Roomsaresanitizedafterdepartureofapet.4.TheHoteloffersadog-walkingservice,perlocalpolicyandcustom.ThesearethewordsthatdefinetheConradexperience.Theyshouldshinethroughinyourworkatalltimes.Learnthem.Lovethem.Livethem.INDIVIDUAL.GENUINE.VIBRANT.CONTEMPORARY.DISCERNINGFEBRUARY2008 CONRADHOTELS&RESORTSBRANDOPERATINGMANUAL8Housekeeping CONRADHOTELS&RESORTSBRANDOPERATINGMANUAL8.1HousekeepingROOMPRESENTATION1.Uponentering,theguestexperiencesaroomthatisclean,elegantandfreshsmelling.2.Theroomiscarefullypresetpertheguest’spreferencesandspecialrequests.3.Thecarpetiscleanandfreeofstains,debris,tears,looseseamsorthreads,discolorationorvisiblewear.4.Paintisfresh,clean,notchippedandfreeofstains.5.Walls,ceilings,baseboards,ventsandwoodworkareclean,freeofscuffs,scratchesandstains.6.Linensareinlike-newcondition,pressed,freshandfreeofdiscoloration,stains,hairsandholes.7.Windows,glassdoors,mirrors,sillsandframesareclean,withoutstreaksorsmudges.8.Windowsanddoorsaresecuredandeasilyopenedwithoutsqueaksorobstructions.9.Bedshaveacomfortableandplushappearance.10.Thebedframe,headboard,mattressandboxspringareinlike-newcondition;thebedvalanceorskirtingisfreshandneatlyarranged.11.Drawersandshelvesinarmoiresarepaperlinedandfreeofdust,debris,stickysubstancesandchippedsurfaces.12.Drapesandblindsarefreeofstainsandholes;theyhangproperlyandcloseproperly.13.Lampshadesarecleanandfreeofstains,tearsordiscoloration;seamsfacethewall.14.Furnitureandcushionsare“puffedup,”inlike-newconditionandfreeofstains,holesandtears.15.Allelectricalswitchesareingoodworkingorder.16.Lightbulbsaredustfreeandworking.17.Alltelevisions,radiosandclocksareingoodworkingorder,withcorrectreceptionandtime;cablesaretiedtogether.18.Aprintedoron-screenlistoftelevisionchannelsisavailablegroupedbygenre,withinternationalnewsfirst,statingcountriesoforiginandlanguageofbroadcast.19.Telephonesareclean;aphonedirectoryandnotepadwithpenareavailablenexttothephone.20.AcompleteandcurrentDirectoryofServices,freeoftears,stainsandscratchesisavailable.21.Periodicals,innewcondition,includeapopularlocallifestylemagazine,acurrentinternationalbusinesspublicationandtheConradConnoisseurnewsletter.22.Furnitureiscleanandneatlyarranged.23.Thebalconyissweptandclean.24.TheConradcalendarisonthedeskandsetonthecurrentmonth.Bathroom26.Thebathroomiscleanandspotless,freeofhairs,soapresidue,cracks,moldandchips.27.Tilegroutingiscleanandnotdiscolored.28.Bathroomfixturesandfaucetsarepolished,shiny,notdrippingandfreeofhair,damageanddiscoloration.29.Temperaturecontrolsaresimpletouse;hotandcoldtapsareclearlymarked.30.Drainsworkproperly,andtapsfunctionsmoothly.31.Countersareclean,dryandfreeofdirt,film,build-upordust.32.Thebathroomisstockedwithasparerolloftoiletpaper,afullboxoftissuesinacleantissuedispenserandcleanwaterglassesthatareplacedreversedoncoasters.33.Alltowelsandbathrobesareinlike-newcondition,clean,spotless,absorbentandfluffy.34.Lightinginthebathroomisofsuperiorqualityformake-uppurposes.35.Amenities,includingcottonbudsandpads,areclean,unopenedandconvenientlydisplayed.ThesearethewordsthatdefinetheConradexperience.Theyshouldshinethroughinyourworkatalltimes.Learnthem.Lovethem.Livethem.INDIVIDUAL.GENUINE.VIBRANT.CONTEMPORARY.DISCERNINGFEBRUARY2008 CONRADHOTELS&RESORTSBRANDOPERATINGMANUAL8.2HousekeepingSERVICE1.Routinelystockedarticlesaredeliveredtotheroomwithin10minutesoftheguestrequest.2.Fornon-routineitems,theguestisgivenanestimateddeliverytimeanddeliveryismadewithintheestimatedtime.3.Electricalitemsdeliveredtotheroomareset-upandofferedtobepluggedinbyaHotelEmployee.4.Whenofferingachoiceofitemstotheguest,aHotelEmployeepresentsthemattractivelyonatray.5.Ateachservice,roomfurnishingsarereturnedtotheiroriginalpositionunlessadifferentarrangementhasbeenspecificallyrequestedbytheguest.6.Non-allergenicitemssuchaspillowsandsoapsarereadilyavailabletoguestsuponrequestorpre-arrangement.7.TheRoomAttendant’shand-carriedsuppliesarealwaysneatlyandfullystocked.8.TheRoomAttendantplacesasignonthedoorknobwhenaguestroomisbeingserviced.9.Guestroomsareservicedtwicedailyatatimethatispersonalizedaccordingtotheguest’suseoftheroom.10.RoomAttendantswillturnoffthevacuumcleanerwhenguestsarepassinginthehallwayorwhenenteringaguestroom.11.Thetemperaturesettingisnotchangedunlessrequestedbytheguest.12.Thebeddingandbathroomlinensarereplacedonan“asused”basis.13.Anadditionalbathroomamenityisplacedintheroomoncetheexistingonehasbeenopened.14.Binsandashtraysareemptiedandcleaned,andnewboxesofmatchesareprovided.15.Guesttoiletriesareneatlyarrangedonafit-for-purposequalityclothonthebathroomcounter.16.Onlyitemsinthewastepaperbasketarethrownout.17.Newspapersandmagazinesareneatlyarrangedonthetable.18.Guestpersonalpapers,moneyandjewelryareleftuntouched.Ifguest’smoneyorjewelryisleftoutsidethesafe,theRoomAttendantwillinformtheManagerOnDutyorSecuritysotheycandecideifitisnecessarytodoublelocktheroom.19.Guestclothingisneatlyhandledandhungintheclosetorfoldedandplacedneatlyonthebedorchair;shoesarepairedandleftinplace.EVENINGSERVICE1.Eveningserviceisprovidedatatimeconvenientfortheguest.2.Theroomisstraightenedwithoutdisturbingtheguest’sbelongings.3.If“DoNotDisturb”isactive,acallingcardisleftunderthedooradvisingtheguesttocall‘ConradService’toscheduleeveningservice.4.Intheevening,theroomisservicedcompletely,tothesamelevelanddetailasthedayservice.5.Bedroomcurtainsareclosed,lightsnexttothebedareturnedon,andabottle(s)ofwaterisplacednearthebed.(Inpropertieswithbeautifulviewsandinseparatesittingrooms,curtainsareleftopen.)6.Bedsheetsandduvetsareturnedbackaccordingtothenumberofoccupants.7.Theradioalarmclockisturnedtowardthebed.8.Theremotecontrolandtelevisionchannelguide,ifprinted,areplacedonthenighttable.9.TheIn-RoomDiningbreakfastordercardisplacedonthedeskwithapen.10Theicebucketisfilled,andicetongsareplacednexttothebucket.11.Usedglassesarereplacedwithcleanones.ThesearethewordsthatdefinetheConradexperience.Theyshouldshinethroughinyourworkatalltimes.Learnthem.Lovethem.Livethem.INDIVIDUAL.GENUINE.VIBRANT.CONTEMPORARY.DISCERNINGFEBRUARY2008 CONRADHOTELS&RESORTSBRANDOPERATINGMANUALSpecial9guests CONRADHOTELS&RESORTSBRANDOPERATINGMANUAL9.1SpecialguestsCORESTANDARDS1.Specialguestsreceiveahandwritten“Welcome”cardfromtheGeneralManagerwithapersonalizedamenityplacedintheroombeforearrival.2.Specialguestsreceiveapersonalwelcomefromamemberofseniormanagementuponarrival.3.Specialguestsareinformedthattheywillreceivepreferentialseatingtimes,tablesandspaserviceappointmentswhileinresidence,andtheywillhavequickaccesstoacaranddriverwhenrequired.4.Ifthespecialguestisregisteredunderanaliasname,thisnameisusedontheregistrationcardandbyallHotelEmployeeswhenconnectingcalls.5.Inperson,thespecialguestisaddressedas“Sir”or“Madam.”6.Specialguestsreceivehighlypersonalizedservice;forexample,specificnewspapersareprovided,orthein-roombarisspeciallystockedaccordingtotheirpreference.7.Forthespecialguestwhobringsyoungerguests,aspecialyoungerguestamenityispresetintheroom.8.Allprotocolsforofficialvisitsarefollowed.9.Arrangementsaremadeperthespecialguest’sexpectationsandconfirmedpriortoarrivalwiththereservingpartyorlocalrepresentative,whereapplicable.10.Thespecialguest’sprivacyiscarefullyguarded,toensurethatheorsheenjoystheluxuryofbeinghim-orherself.11.Ondeparture,specialguestsreceiveapersonalfarewellfromamemberofseniormanagement.WELCOME®ISTRATION1.Uponarrival,specialguestsaregreetedbyname,metwithawelcomefolderandtakendirectlytotheirroom.2.TheLobbyHostwillinformReceptionofthespecialguest’sarrival,andtheReceptionistwillregistertheguestimmediately.3.Handluggageisbroughtuptotheroomwhenescortingthecustomer;otherluggageisbroughttotheroomwithin5minutesofthespecialguestenteringtheirroom.ROOMAMENITIES1.Non-perishableamenitiesarepresetintheguestroombeforetheguestarrives.2.Highlyperishableamenitiesaredeliveredtotheroomwithin10minutesofguestrooming.3.Amenitieshavealocaltouch;presentationsareuniqueandsuitabletothein-roomenvironment.4.Perishableamenitiesarerefresheddailyorareremovedentirely.5.Tablewareaccompanyingamenitiesiscleanedorreplaceddaily.AdditionalConradResortstandards:6.Choiceofbathserviceschosenuponcheck-inanddeliveredbySpaTeamateveningservice.7.Connoisseur-styleIn-RoomDiningandHotelCompendiumareavailableinthelanguageofthefivemajormarketsfortheResort,withtheCompendiumplacedintheroomwrittenintheguest’shomelanguage.8.Locallyappropriateadditionalin-roomamenitiesreflectiveoftheResort’sstyleandpositioningarealsoavailable,suchashandheldfansorsamplesofthemedspaproducts.ThesearethewordsthatdefinetheConradexperience.Theyshouldshinethroughinyourworkatalltimes.Learnthem.Lovethem.Livethem.INDIVIDUAL.GENUINE.VIBRANT.CONTEMPORARY.DISCERNINGFEBRUARY2008 CONRADHOTELS&RESORTSBRANDOPERATINGMANUAL9.2SpecialguestsROOMAMENITIESFORYOUNGERGUESTS1.Youngerguestsaregivenspecialattention.2.Forbabieswiththeirparents,thefollowingamenitiesarepresetintheroom:•Babycot•Babyshampooandsoapinthebathroom3.Child-safetyelectrical-socketcoversareplacedintheamenitybasketorareinstalled,uponguestrequest,priortotheyoungerguest’sarrival.4.Foryoungerguestsages1-12,thefollowingamenitiesarepresetintheroom:•Criborextrabed,ifrequested•Youngerguests’In-RoomDiningmenu•AConradyoungerguestamenity•Appropriatelysizedbathrobe(s)AdditionalConradResortstandards:5.Youngerguestswillbewelcomeduponarrivalbyarepresentativeoftheyoungerguestactivitiescenter,whowillpresentthemwiththeirownwelcomepacket.6.SpecialisedSpatreatmentsforyoungerguestsareavailable,deliveredwiththesamelevelofprofessionalismastheadultSpatreatments.7.Awell-articulatedyounger-guestactivitiescenterwithafullrangeofactivitiesisprovidedthroughoutpeakseason.8.Youngerguestsets,includingtoys,crayonsandgames,areavailableforcomplimentaryuseinselectedoutlets.9.Agamezonewellawayfromcentralareasofthehotelisprovided,stockedwithelectronicandboardgames.10.Bathingsuitsandlong-sleevedsunsuitsforyoungerguestsareavailableforpurchaseintheretailoutlet.11.Ayounger-guestconciergespeciallytrainedinservingyoungerguestsisavailableduringdayandeveningshifts.ThesearethewordsthatdefinetheConradexperience.Theyshouldshinethroughinyourworkatalltimes.Learnthem.Lovethem.Livethem.INDIVIDUAL.GENUINE.VIBRANT.CONTEMPORARY.DISCERNINGFEBRUARY2008 CONRADHOTELS&RESORTSBRANDOPERATINGMANUALClub10lounge CONRADHOTELS&RESORTSBRANDOPERATINGMANUAL10.1ClubloungeREGISTRATION1.GuestsbookingaroomwithConradClubLoungebenefitsareinformedofthespecialClubLoungearrivalservicebytheHotelReservationistatthetimeofthebooking.2.DuringClubLoungeoperatinghours,aLobbyHostgreetsarrivingClubLoungeguestsintheHotellobbyandescortsthemtotheelevator.3.AHotelEmployeeexplainsthekeysystemforaccesstotheClubLounge.4.GuestsareofferedthechoiceofimmediateroomingorawelcomedrinkattheClubLounge.5.TheClubLoungeReceptionistwillcompleteapre-printedregistrationcardbyobtainingapassportorotherformofapprovedidentificationandbusinesscardfromtheguest.6.Essentialguestinformationisconfirmed:•Departuredate•Roomcategory•Methodofpayment•Credit-cardinformation•Choiceofnewspaper(s)•Specialrequests•Presetarrangementsorreservations7.Therateandroomnumberareneververbalised,butarenotedintheguest’swelcomepacket.8.Theguest’ssignatureisrequestedtocompletetheregistration.9.Waitingappointmentcardsandmessagesarepresentedtotheguestuponarrival.10.Largepackagesaredeliveredtotheguestroom.11.First-timeClubLoungeguestsaregivenanexplanationofClubLoungeservices.12.Theguestisadvisedofdiningoptionsforthenextavailablemealperiod,andanofferismadetomakeareservation.13.AClubLoungeReceptionistescortstheguesttotheroomandprovidesorientationtotheroom’sfeatures.CLUBLOUNGE1.Aminimumofthreeinternationalnewspapers,onelocalnewspaperandthemagazinesNewsweek,FortuneandTimeareavailableintheClubLoungethroughouttheday.2.Arich,complimentarycontinentalbuffetbreakfastisserved7:00am-10:00amlocaltimeMondaythroughFridayand7:30am-10:30amlocaltimeonweekends.3.Acomplimentaryafternoonteabuffetisserved3:00pm-5:00pmlocaltime.4.Complimentarysnacksincludingonehotitemandalcoholicbeveragesareserved5:00pm-7:00pmlocaltime5.Complimentarycoffee,tea,juices,waters,sodas,cookiesandfruitsareavailablethroughoutday.6.Liquor/alcoholisserved5:00pm-7:00pmlocaltime.Thesehoursmaybeextendedaslocalcustomandthemarketdictate.ThesearethewordsthatdefinetheConradexperience.Theyshouldshinethroughinyourworkatalltimes.Learnthem.Lovethem.Livethem.INDIVIDUAL.GENUINE.VIBRANT.CONTEMPORARY.DISCERNINGFEBRUARY2008 CONRADHOTELS&RESORTSBRANDOPERATINGMANUALFood&11beverage CONRADHOTELS&RESORTSBRANDOPERATINGMANUAL11.1Food&beverageCORESTANDARDS1.AllHotelEmployeesgreetguests,smile,makeeyecontactandspeakclearlyandinafriendlymanner.2.TheHost/essacknowledgesguestswithin15secondsofarrivalatthediningfacility.3.Uponarrival,aspartofthegreeting,theguestnameisdeterminedandthenusedatleasttwiceduringthemealandupondeparture.4.Assistanceisofferedwithcoatsandbags.5.TheHost/essoffersguestsasmokingornon-smokingtable,asapplicableperlocallaw.6.AHotelEmployeeaccompaniesgueststotheselected,fullylaidtable.7.Guestswithreservationsareseatedwithin2minutesofthereservedtimeattableswithappropriatesettings.8.Forguestswithoutreservationsorforachangeinpartysize,extraplacesettingsareremovedoraddedbeforeseating.9.Ifawaitisunavoidable,guestsareadvisedoftheapproximatewaitingtimeand,ifitexceeds5minutes,areofferedalternativediningoptionswithintheHotel,ifpossible.10.TheoutletManagerisactiveandvisiblyengagedinguestserviceactivities.11.Youngerguestsaregivenaspecialwelcomeandareofferedaspecialchair,drawingutensilsandayoungerguests’menu,asappropriate.12.Unlesstheparentsrequestotherwise,youngerguestsareservedfirst.13.TheHotelEmployee’sattentioniseasilyattracted;guestsdonotwaitforaresponsetotheirneeds.14.HotelEmployeesareknowledgeableaboutproductsused,includingdailyandseasonalspecials,andcandiscussthemeffectivelyandindetailwithguests.PRESENTATION15.Curtainsandcarpetsarefreeofstains,ripsanddiscoloration.16.Hard-surfacedfloorsarespotlessandwithoutdebris.17.Cutleryisclean,withoutspotsandnotbentordiscolored.18.Glassesarewell-polished,cleanandwithoutcracks,smudgesorfingerprints.19.Tablesareclean,withoutflawsandstable.20.Lineniscleanandfreeofwrinkles,spotsandholes.21.Menusareclean,withoutspellingmistakes,tears,creasesorpenmarks.ThesearethewordsthatdefinetheConradexperience.Theyshouldshinethroughinyourworkatalltimes.Learnthem.Lovethem.Livethem.INDIVIDUAL.GENUINE.VIBRANT.CONTEMPORARY.DISCERNINGFEBRUARY2008 CONRADHOTELS&RESORTSBRANDOPERATINGMANUAL11.2Food&beverageTABLESERVICE22.Guestordersareconfirmedandrepeatedbacktoensureaccuracy.23.Specialrequestsarecarefullynoted,forexample,cookingtimes,condimentsorchangesmadetoadish.24.Foodanddrinksareservedaccordingtotheguest’srequestandpreference.25.Beveragerefillsareofferedbeforetheglassislessthan1/3full.26.Ashtraysarecappedandchangedwheneverthereisonecigarettebuttorotherdebris.27.Appropriatetablewareisprovidedbeforeservinganorder.28.Condimentsareeitherpresetorservedwiththefoodorder.29.Dishesareservedatthecorrecttemperature.30.Forwinesbytheglass,aguestisshownthelabelandofferedatastingpourbeforetheglassisfilledatthetable.31.Serversmakeeveryefforttoaccommodateguestswhorequestitemsnotonthemenuand,attheveryleast,offeraclosesubstitution,ifpossible.32.Buffetsarecleanandfreeofdebris.33.Buffetselectionsareclearlylabeled.34.Buffetservingdishesaremaintainedatleast1/3full;appropriateserviceutensilsareusedandcleanonesprovidedasneeded.35.Forhotbuffets,warmplatesareavailablewithnapkins.36.Ladiesareservedfirst.37.TheHotel’sServiceEmployeescombineandminimisethenumberofvisitstothetabletoprovideefficientanduninterruptedservice.38.Tableservicethroughoutthemealisanticipatory;guestsneverhavetoactivelyseektheattentionofsomeonewhocanmeettheirneeds.39.Ifaguestleavesthetableatanypoint,theServerwillneatlyfoldandreplacethenapkin.40.Exceptatbreakfast,checksarepresenteduponrequestinacleanbillfolder.41.Servicetothetablecontinuesafterpresentationofthecheck.42.Iftheguestpayscash,thecorrectchangeisreturnedwithareceipt.43.Iftheguestpayswithacreditcard,thesignatureisverified.44.Receiptsareprovidedautomatically.45.Vacatedtablesareclearedpromptlyandresetwithin2minutes.46.Uponleaving,guestsarethankedfortheirvisitandinvitedback.PRODUCTS47.Foodproductsareofthehighestqualityandfreshfrommarkets.48.Thereisconsistencyinboththequalityandpresentationofproducts.49.Aselectionofitemsthatarelowinsodiumandlowincholesterolisavailableandappropriatelymarkedonthemenus.50.Low-fatmilk,yoghurtandcheese,andlow-caloriesugarandjamsareavailable.51.Menusofferanappealingvarietyofitems,alwaysincludingregionalandinternationaldishes.52.Theyoungerguests’menuisvariedandappealing,offeringbothnutritionalandpopularchoices.53.Aminimumselectionoffivewhitewines,fiveredwinesandtwochampagnesisavailablebytheglassinallfoodandbeverageoutlets.54.Bothregularanddecaffeinatedspecialtycoffeesareavailableinalloutletsduringoperatinghours.55.SpiritsofferedintheBarareoffashionablelabelsandincludetequilas,vodkasandsingle-maltwhiskies.ThesearethewordsthatdefinetheConradexperience.Theyshouldshinethroughinyourworkatalltimes.Learnthem.Lovethem.Livethem.INDIVIDUAL.GENUINE.VIBRANT.CONTEMPORARY.DISCERNINGFEBRUARY2008 CONRADHOTELS&RESORTSBRANDOPERATINGMANUAL11.3Food&beverageBREAKFAST1.Atleastonelocaland2internationalnewspapersareavailableattheentrancetotherestaurantforbreakfast.2.Guestsareseatedwithinoneminute.3.AHotelEmployeeofferstointroducetheguesttothebuffetprocedureifabuffetserviceisset.4.AHotelEmployeeofferstheguestjuice,coffeeorteawithinoneminuteofseating.5.Freshlybrewedcoffeeandteaarepouredatthetable.6.Theorderistakenwithin5minutesoftheguestreceivingthemenuorwithin30secondsoftheguestsettingitdown.7.Continentalbreakfastisservedwithin5minutesandhotitemsareservedwithin10minutesofordering.8.Afterclearingabreakfastentrée,guestsareautomaticallypresentedwiththebill.LUNCH&DINNER1.Tableservicethroughoutthemealisanticipatory;guestsneverhavetoactivelyseektheattentionofsomeonewhocanmeettheirneeds.2.Guestsareoffereddrinkswithin30secondsofbeingseated.3.Drinksareservedwithin3minutesofordering.4.Menusarepresented,andtheServeroffersmenusuggestions,includingspecialtyandsignatureitemsandspecialsoftheday.5.Guestswhowanttoareabletocompletetheirmealwithin50minutes(appetizer,maincourseandcoffee;ormaincourse,dessertandcoffee).ThesearethewordsthatdefinetheConradexperience.Theyshouldshinethroughinyourworkatalltimes.Learnthem.Lovethem.Livethem.INDIVIDUAL.GENUINE.VIBRANT.CONTEMPORARY.DISCERNINGFEBRUARY2008 CONRADHOTELS&RESORTSBRANDOPERATINGMANUAL11.4Food&beverageSPECIALTYRESTAURANT1.InadditiontotheCoreFood&BeverageStandards,serviceisreflectiveandsupportiveoftherestaurant’stheme.2.Uniformsareconsistentwiththerestaurant’sthemeandstyle.3.Tabletops,menusanddecorareappealing,highqualityandconsistentwiththerestaurant’stheme.4.Guestsareoffereddrinks,includingbottledwater,within60secondsofseating.5.Aselectionofappropriatebakery/savoryitemsbasedonfoodstyleservedisbroughttothetablewithin2minutesofseating.6Drinksaredelivered/pouredwithin3minutesofordering,andthendinnermenusarepresented.7.Serversareknowledgeableaboutthemenuandareflexibleaboutexceptionsandsubstitutions.8.Serversdescribethedailyspecials.9.Serversmakeappetizerandotherpairingsuggestionstoenhancetheguest’sappreciationofthemenuselections.10.Ladies’ordersaretakenfirst.11.Winelistsareextensive.12.HotelEmployeesareknowledgeableaboutthewinelistandmakepersonalizedrecommendationsaccordingtotheguest’sinterestsandfoodselections.13.Thewineorderistakenwithin2minutesofthefoodorder.14.Bottledwineisopenedatthetable,andguestsareinvitedtotasteandconfirmtheirsatisfaction.15.Amuse-bouchesarecomplimentaryandareofferedwithin5minutesoftheguestordering.16.Thefirstcourseisservedwithin20minutesoftakingtheorder.17.Dishesareclearedwithin3minutesofthelastguestatthetablefinishingthecourse.18.Serversdelivercourseswithin10minutesofpreviouscourseclearing.19.Whenpresentingcourses,ifappropriate,theserverasks,“Isthereanythingelsewecanbringyouatthistime?”20.Serversmakedessert,specialtycoffeeandafter-dinnerliquorsuggestions.21.Serversaskguestsiftheywouldliketheircoffeeservedwithoraftertheirdessert.22.After-dinnerdrinksandcoffeesareservedwithcomplimentarysweetsorpetitfours.23.Cigarsmaybeoffered,inaccordancewithlocallawandculture.24.Billsareonlypresenteduponguestrequestandthendeliveredwithinoneminute.25.Guestsareassistedwithleaving,thankedbysurnamefortheirvisitandinvitedtoreturntotheHotel.26.Guestswhowanttoareabletocompletedinnerwithin90minutes(appetizer,maincourse,dessertandcoffee).ThesearethewordsthatdefinetheConradexperience.Theyshouldshinethroughinyourworkatalltimes.Learnthem.Lovethem.Livethem.INDIVIDUAL.GENUINE.VIBRANT.CONTEMPORARY.DISCERNINGFEBRUARY2008 CONRADHOTELS&RESORTSBRANDOPERATINGMANUAL11.5Food&beverageBAR1.AttheBarcounter,guestsaregreetedwithin30secondsofarrival.2.AtcocktailtablesintheBararea,guestsaregreetedandinvitedtoseatthemselves.3.TheBardrinksandappetizermenuisvisibleontheBarcounterandpresetonthetables.4.After3:00pmlocaltime,twoqualitycomplimentarysnacksarepresentedwithdrinks.5.Snacksarereplacedcompletelywhentheguestseatingthesnacksleaveandotherwisearereplacedwhenlessthan1/4full.6.Beverageordersaretakenwithin60secondsofseating.7.Serversexplainallpromotionsorspecialoffers,thentakeandconfirmtheorder.8.Drinksareservedwithin3minutesofordering,withanapkin.9.Drinksarepreparedasrequested,servedatthecorrecttemperatureandintheappropriatestemware.10.Forwinesbytheglass,aguestisshownthelabelandofferedatastingpourbeforetheglassisfilledatthetable.11.Appetizersandfoodordersaretakenafterdeliveryoftheinitialdrinkorder.12.Appetizersareservedwithin10minutesoftheorder.13.appetizerdishesareclearedwithin3minutesofbeingfinished.14.Beveragerefillsareautomaticallyofferedbeforebeveragesarelessthan1/3full.15.Bartendersareexperiencedandknowledgeable,andarewillingtolookuprecipesforunfamiliarcocktailsrequestedbyguests.16.Guestsarethankedfortheirvisitandinvitedback.LOBBYLOUNGE1.AHotelEmployeewillacknowledgeguestswithin30secondsofarrival.2.Guestsareinvitedtoseatthemselves,oraHotelEmployeewillaccompanygueststothedesiredtable.3.Guestsareoffereddrinkswithin60secondsofseating.4.TheHotelEmployeeexplainsallpromotionsorspecialoffers,thentakesandconfirmstheorder.5.Drinksareservedwithin3minutesofordering,withanapkin.6.Menusfortheappropriatemealperiodsarepresetonthetables.7.Drinksarepreparedasrequested,servedatthepropertemperatureandintheappropriatestemware.8.Forwinesbytheglass,theguestisshownthelabelandofferedatastingpourbeforetheirglassisfilledatthetable.9.Foodordersaretakenafterdeliveryoftheinitialdrinkorder.10.Foodisservedwithin10minutesoftheorder.11.Dishesareclearedwithin3minutesofbeingfinished.12.Beveragerefillsareautomaticallyofferedbeforebeveragesarelessthan1/3full.13.Twoqualitycomplimentarysnacksarepresentedwithdrinksafter3:00pmlocaltimeandarecompletelyreplacedwhentheguestseatingthesnacksleave,andareotherwisereplacedwhenlessthan1/4full.14.Follow-upserviceisprovidedtothetableatfrequentintervalssothatguestsdonotactivelyseekservice.15.ComplimentarycoffeeandteaareavailableintheLobbyfrom5:00amlocaltimeuntiltheopeningoftheall-daydiningroom.ThesearethewordsthatdefinetheConradexperience.Theyshouldshinethroughinyourworkatalltimes.Learnthem.Lovethem.Livethem.INDIVIDUAL.GENUINE.VIBRANT.CONTEMPORARY.DISCERNINGFEBRUARY2008 CONRADHOTELS&RESORTSBRANDOPERATINGMANUAL11.6Food&beverageIN-ROOMDINING1.Onthephone,theHotelEmployeetakingtheorderwillsoundcalm,unhurriedandorganised.2.Telephonesareanswered,“Goodmorning[afternoon,evening],In-RoomDining.Thisis[name].HowmayIhelpyou,Mr/s.[guestname]?”3.Toensurethatacompleteorderhasbeentaken,theHotelEmployeetakingtheordersuggestsarangeofavailableoptions,includingbeverages,breadandfruitjuice(breakfast)andappetizersanddesserts(lunchanddinner).4.Preferencesarenotedandpreparationspecificsareconfirmed,forexample,thecookingstyleforeggs.5.TheHotelEmployeetakingtheorderasksaboutpreferredcondiments,forexample,ketchup,mustard,cream,sauceordressing.6.Ordersarerepeatedbacktoguestsandanestimateddeliverytimeisprovidedinminutesuntildeliveryandtheactualestimateddeliverytime;forexample,“Yourorderwilltakeabout20minutes,soitwillbedeliveredtoyourroomby9:05.”7.Guestordersareexecutedaspertheguestrequest.8.GuestsarethankedbynameforcallingIn-RoomDining.9.Deliverytotheroomismadeiswithin5minutesoftheestimateddeliverytime.10.Continentalbreakfastisdeliveredwithin20minutes,allothermealswithin30minutes;drinkswilltakeamaximumof15minutestodeliver.11.Condimentcontainersarefull,clean,notchippedandfreeofstainsandspots.12.AnIn-RoomDiningHotelEmployeecollectstrays/tableswithin12minutesoftheguest’scallforservice.TheHotel’sIn-RoomDiningServerwill:13.Knockontheguestroomdoor,announce,“In-RoomDining,”wait5seconds,andifthereisnoanswer,repeatthesteps.14.Greetguestsbysurname,smile,makeeyecontactandspeakclearlyinafriendlymanner.15.Offertosetthediningtableiftheroomhasone;ifnot,inquireaboutseatingpreferenceandoffertosetthemealoutdoors,weatherpermitting,ifthereisaterraceorbalcony.16.Placeseatingconvenientlyatthetable,andoffertopourbeverages.17.Forwinesbytheglass,theguestisshownthelabelandofferedatastingpourbeforetheglassisfilledatthetable.18.Inquireabouttheguest’ssatisfaction,explainitemsasneededandofferadditionalservice.19.Ensurethateverythingisinplaceandreadyfortheguesttobeginthemeal.20.Deliveranaccuratecheckinafolderwithapenfortheguest’ssignature.21.Explainthetable/trayremovalprocedureandprovideaprintedcardwiththesameinformation.22.Thanktheguestandwishtheguestapleasantmeal.ThesearethewordsthatdefinetheConradexperience.Theyshouldshinethroughinyourworkatalltimes.Learnthem.Lovethem.Livethem.INDIVIDUAL.GENUINE.VIBRANT.CONTEMPORARY.DISCERNINGFEBRUARY2008 CONRADHOTELS&RESORTSBRANDOPERATINGMANUAL11.7Food&beverageIN-ROOMBAR1.In-roomprivatebarsareclean,withoutdustorstickysurfaces.2.Therefrigeratorissilentandfreeofodor,stockedwithafullselectionofhigh-end,brand-namedbeverages.3.Refrigeratorcontentsareneatlyarranged,withalllabelsfacingoutward.4.Aselectionofsnackfoodisavailable,suchaschips,chocolates,mintsandcookies.5.Thetemperatureoftherefrigeratorissetat10º-15ºC.6.Thein-roombarisrestockeddaily.7.Allitemsarefresh(atleast30daysbeforeexpirationdate)andinneatpackagingthatisunopenedandnotcracked,creasedortorn.8.Acurrentpricelistisinplainviewandaccuratelycorrespondstothebeveragesandfooditemsprovided.9.Coasters,napkins,mixersticksandaselectionofclean,polished,non-chippedglassesareallavailableandneatlypresented.AdditionalConradResortstandards:10.Guestschoosetheirpersonalizedprivate-barselectionsafterarrival,eitheraspartofthearrivalprocessorlaterintheirstaybyusinganextrafavouriteslistavailableintheprivatebar.11.Listofavailableextrafavouriteselectionsincludes,ataminimum:•4specialtysparklingandstillwaters•Internationalpremiumbrandedsoftdrinks•Intentionalpremiumbrandedspiritsinregular(atleast350ml)size,withawideselectionthatincludeschoicesineverymajorcategory•12beers,withatleast2localorregionalofferings•6whitewinesand6redwines,inbothhalf-sizeandfull-sizebottles•12sweetand12savorysnacks,atleast4ofwhicharehealthy/organic•Sunscreeninminimum15and45SPF•Mosquitorepellentorcoils12.Selectionisreviewedandupdatedquarterly.ThesearethewordsthatdefinetheConradexperience.Theyshouldshinethroughinyourworkatalltimes.Learnthem.Lovethem.Livethem.INDIVIDUAL.GENUINE.VIBRANT.CONTEMPORARY.DISCERNINGFEBRUARY2008 CONRADHOTELS&RESORTSBRANDOPERATINGMANUAL12Coatroom CONRADHOTELS&RESORTSBRANDOPERATINGMANUAL12.1CoatroomCOATROOM1.TheCoatroomareaisfreshsmelling,cleanandfreeofdebris.2.Attractive,freshflowerdisplaysarevisible.3.Mirrorsarecleanandfreeofstains,smudgesandcracks.4.Clothesbrushesandshoewipesareavailableforguests.5.AnynoticeinformingtheguestthattheHotelisnotliableforlostormisplacedarticlesisclearlyvisibleintheCoatroomarea.6.Therearenomoney-collectiondishesinsight.7.GuestsaregreetedgraciouslybytheCoatroomAttendantasitemsareaccepted.8.Tokensareprovidedpromptly.9.Atokenisissuedforeachitemacceptedandisattachedtotheitemwithspecialcarenottocausedamage.10.Coatsarehungonhangers,andbaggageisstoredinasuitablelocation.11.Guestsredeemingtheirtokensaregreeted,amatchismadewiththetokennumberattachedtotheitem,andtheitemisreturnedpromptly.12.Guestsarealwaysthankedandwishedapleasantdayorevening.ThesearethewordsthatdefinetheConradexperience.Theyshouldshinethroughinyourworkatalltimes.Learnthem.Lovethem.Livethem.INDIVIDUAL.GENUINE.VIBRANT.CONTEMPORARY.DISCERNINGFEBRUARY2008 CONRADHOTELS&RESORTSBRANDOPERATINGMANUALBusiness13center CONRADHOTELS&RESORTSBRANDOPERATINGMANUAL13.1BusinesscenterBUSINESSCENTER1.TheBusinessCenterisaccessible24hoursaday,7daysaweekandisstaffedataminimum8:00am-9:00pmlocaltimeduringweekdays.2.Hoursareclearlyposted.3.ServiceswithpricesareclearlypostedinsidetheCenter.4.HotelEmployeesareknowledgeableaboutequipmentavailableintheBusinessCenter:printers,computers,fax,photocopier,Internet,cablesandconnections.5.BusinessCenterEmployeesareknowledgeableaboutsoftwareprogramsandhowtosetupandconnectequipment,suchasprintersandmodems.6.BusinesscenterEmployeesareavailabletoassistguestswithprinting,photocopying,secretarialservices,mobilephonesandpersonalcomputers.7.Clericalworkdoneforguestsisaccuratelyandattractivelycompletedanddeliveredatorbeforetheagreed-upontime.8.BusinessCenterservicesmaybechargedtotheguestroom.ThesearethewordsthatdefinetheConradexperience.Theyshouldshinethroughinyourworkatalltimes.Learnthem.Lovethem.Livethem.INDIVIDUAL.GENUINE.VIBRANT.CONTEMPORARY.DISCERNINGFEBRUARY2008 CONRADHOTELS&RESORTSBRANDOPERATINGMANUAL14Recreation CONRADHOTELS&RESORTSBRANDOPERATINGMANUAL14.1RecreationRECREATIONOUTDOORACTIVITIESDESKTheHotel’sOutdoorActivitiesDeskwill:1.ImmediatelyacknowledgeguestsarrivingattheActivitiesDesk.2.Offerguestsassistancebeforebeingasked.3.Bepreparedwithknowledgeofallexistingreservations,whethermadeinpersonattheResortorviapre-arrivalarrangements.4.Listencarefullytorequestsandasktheguestdetailedquestionsinordertomakeappropriate,personalizedrecommendations.5.Beknowledgeableaboutallavailableoutdoorservicesandactivities,aswellaslocalattractions.6.ArrangespecialprivateluxuryexcursionsthatareavailableonlytoConradResortguests.7.Presentoptionsthatarepersonalizedaccordingtotheguest’sneedsandinterests.8.Reconfirmalldetails(activity,date,time,numberofpeople,specialrequirements,etc.).9.NoteallreservationsandotherpersonalizedinformationonaConradconfirmationcardornotepad,andgivethistotheguestattheconclusionofaguestrequest.10.Interruptcontactwithaguestnomorethanonceduringaconversation.11.Encouragegueststobeintouchagainatanytimeforfurtherassistance.12.Followupaftertheactivitytoconfirmguestsatisfaction.POOLANDBEACHSERVICE1.Warmlygreetoracknowledgearrivingguests.2.Usetheguest’snameeffectively,butdiscreetly,asasignofrecognition.3.Givespecialattentiontoyoungerguestsbybendingdowntotheireyelevelwhenspeakingtothem;askparentsiftheywouldlikeyoutoescorttheyoungerguesttothepoolandactivitiesarea.4.Askguestsiftheyprefertobeseatedinthesunortheshade.5.Escorttheguestpromptlytotheguest’spreferredloungechair.6.Setuptowelsonthechair,andpositionumbrellaifnecessary.7.Deliverthefollowingamenitiesonatraytotheguestuponarrival:•Refreshmentwater•Scented/chilledOshiboritowels•Spritzerwithscent•Snack/beveragemenu8.Offerthefollowingadditionalamenitiesorservices:•SunscreenappliedbySpatherapist•Sunglassandeyeglasscleaningsolution/wipes•Booksandinternationalmagazines•Youngerguestactivities•Refreshmentamenityconsistingoffreshfruit,sorbetorbottledwater9.Makecourtesyroundstoreplenishguestamenitiesthroughoutthegueststay.10.Remainwellpositionedtoobserveandgreetarrivingandreturningguests.11.Organisetheguest’schair,andchangeandrefoldtowels.ThesearethewordsthatdefinetheConradexperience.Theyshouldshinethroughinyourworkatalltimes.Learnthem.Lovethem.Livethem.INDIVIDUAL.GENUINE.VIBRANT.CONTEMPORARY.DISCERNINGFEBRUARY2008 CONRADHOTELS&RESORTSBRANDOPERATINGMANUAL15Salon CONRADHOTELS&RESORTSBRANDOPERATINGMANUAL15.1SalonSALON1.TheSalonisopenataminimum9:00a.m.-8:00p.m.localtime.2.UponarrivalintheSalon,guestreservationsandspecialrequestsareconfirmedbytheSalonReceptionist.3.Coffee,teaandwaterareofferedtoguestsintheSalon.4.Treatmentsstartontime.5.Attheendofthetreatment,guestsarethankedandescortedbacktothereceptiondesk,wheretheaccurate,itemizedbillisready.6.Salonservicesmaybechargedtotheguestroom.ThesearethewordsthatdefinetheConradexperience.Theyshouldshinethroughinyourworkatalltimes.Learnthem.Lovethem.Livethem.INDIVIDUAL.GENUINE.VIBRANT.CONTEMPORARY.DISCERNINGFEBRUARY2008 CONRADHOTELS&RESORTSBRANDOPERATINGMANUALRetail16Shop CONRADHOTELS&RESORTSBRANDOPERATINGMANUAL16.1RetailshopRETAILSHOP1.RetailShophoursareclearlypostedoutsidetheentrance.2.GuestsenteringtheRetailShopareacknowledgedimmediatelyandofferedassistance.3.TheRetailShopAttendantremainsavailablewhiletheguestispresent.4.Insideandoutside,theRetailShopiscleanandwellmaintained.5.RetailShopdisplaysareorderlyandingoodphysicalcondition.6.RetailShopinventoryisdiverseandincludescommontravelamenities,internationalmagazines,snacks,branditemsandlocalspecialties.7.Thebillisaccurateandispresentedtotheguestforverification.8.Purchasescanbegift-wrappedandshipped.9.RetailShoppurchasesmaybechargedtotheguestroom.ThesearethewordsthatdefinetheConradexperience.Theyshouldshinethroughinyourworkatalltimes.Learnthem.Lovethem.Livethem.INDIVIDUAL.GENUINE.VIBRANT.CONTEMPORARY.DISCERNINGFEBRUARY2008 CONRADHOTELS&RESORTSBRANDOPERATINGMANUALAdministration17&general CONRADHOTELS&RESORTSBRANDOPERATINGMANUAL17.1Administration&generalADMINISTRATION&GENERALMANAGEMENTPRESENCE1.AnExecutiveHotelEmployeeisintheHotelLobbyatappropriatetimesdailytobeavailabletoguestsandtorespondimmediatelytoguests’commentsandqueries.2.AnExecutiveHotelEmployeeandseniormanagersare“onthefloor”andhighlyvisibleduringbusyservicehours.3.AnExecutiveHotelEmployeeispagedtomeetandgreeteveryarrivingspecialguest.MAINTENANCEREQUESTS1.Guestsreceiveafirstresponsewithin15minutesofcalling‘ConradService’orthefirstpointofcontactonamaintenanceissue.2.Atfirstpointofcontact,theMaintenanceEmployeewillclarifytheissue,apologiseforanyinconvenience,andinformthecallerofthenextstep.3.Guestsareassuredthattheissueinquestionwillberesolved.4.Ifaguestroomneedstobeentered,guestsareofferedimmediateserviceoraskedifthereisamoreconvenienttime.5.GuestsaregivenanestimatedrepairtimeafteramaintenanceissueisreviewedandthenecessaryrepairsequenceisdeterminedbytheMaintenanceEmployee.6.Workareasarecleanedafterarepairand,ifnecessary,Housekeepingisnotifiedtore-cleantheroom.7.Ifanissuecannotberemediedinatimelymanner,guestsareofferedanalternativeroomandmovedattheirconvenience.8.Iftheguestisnotpresentandthemaintenancerequestcannotberemediedimmediately,avoicemailmessageisleftfortheguestadvisingofthenextstep.9.TheManageronDutyisinformedandfollowsupwithguestsconcerningunresolvedmaintenanceissues.10.Iftheguestisnotpresentuponcompletionofmaintenance,apre-printed,personalizedcardisleftintheroomadvisingtheguestthattheissuehasbeenresolved.11.Guestsarethankediftheyareintheroomwhenmaintenanceiscompletedandofferedanapologyfortheinconvenience.ThesearethewordsthatdefinetheConradexperience.Theyshouldshinethroughinyourworkatalltimes.Learnthem.Lovethem.Livethem.INDIVIDUAL.GENUINE.VIBRANT.CONTEMPORARY.DISCERNINGFEBRUARY2008 CONRADHOTELS&RESORTSBRANDOPERATINGMANUAL17.2Administration&generalSERVICERECOVERY1.Everyguestserviceproblem,nomatterhowminor,iscommunicatedtotheManageronDutywithinonehour.2.TheManageronDutywillinformalloperationalmanagersofaserviceproblem.3.TheGeneralManagerandseniormanagerswillreceivewrittencopiesoftheincidentbythenextmorning.4.HotelEmployeesrespondquicklyandeffectivelytoallguestcomplaints.5.Atthefirstpointofcontactwithaguestmakingacomplaint,theEmployeemakesagraciousintroductionandextendsanapology.6.Ifcontactismadeinperson,theEmployeesuggeststhattheymovetoacomfortableanddiscreetlocationtocontinuetheconversation.7.TheguestnameisusedintheconversationastheEmployeeextendsassistanceinresolvingtheissue.8.TheEmployeeofferstheguestundividedattentionandusesactivelisteningandopen-endedquestioningtodeterminedetailsaboutthecomplaintorsuggestion.9.Atleastoneappropriateoptionisofferedtoresolvethesituationquicklyandpositively.10.Ifappropriate,thenextlevelofmanagementiscalledtoassist;afullbriefingisprovidedsotheguestneverhastorepeatadescriptionoftheproblem.11.TheguestisthankedforbringingthesituationtotheHotel’sattentionandforstayingattheHotel.12.Anappropriate,pleasantandrespectfulconcludingremarkismade.13.AllservicerecoveryincidentsareloggedinthepropertymanagementsystemsothatallHotelEmployeesareawareofthemwhentheguestreturns.WRITTENCOMPLAINTSTOTHEEXECUTIVEOFFICE1.Writtencomplaintsareacknowledgedwithin24hoursofreceipt;theyareinvestigatedandafollow-upletterissentwithin3businessdays.2.Lettersorbillinginquiriesareresolvedandrespondedtowithin3businessdays.3.Ifaresponserequiresmoretime,theguestissentanotificationindicatingthatmoretimeisneeded,withanestimatedtimeforthenextcommunication.ThesearethewordsthatdefinetheConradexperience.Theyshouldshinethroughinyourworkatalltimes.Learnthem.Lovethem.Livethem.INDIVIDUAL.GENUINE.VIBRANT.CONTEMPORARY.DISCERNINGFEBRUARY2008