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KEY AREAS - AllThe role you play – The Hilton Brand Service Standards This section of the Manual provides a definitive list of all the agreed global Hilton BrandService Standards. These are the minimum standards that have been put in place to ensureour customers receive a consistent and superior level of service, no matter which Hilton they are staying at. Wherever they are, Hilton guests will always expect the Hilton experience.Some of the regions have reflected Hilton Brand Service Standards in their own areas under various guises (for example, Europe’s ‘Harry’ programme). You’ll find that this Manual contains the best of all these initiatives and pulls them into one definitive reference point. For instance, The Hilton Credo and the standards of the ‘3 Cs’ – Courtesy, Communication and Complaint Handling are all incorporated within this section.It’s important to remember that it’s not just about mechanically following these standards. It’s also about looking for those opportunities where you can make a real difference to someone’s stay with us. We call these Hilton Moments. A key company philosophy is ‘Never forget the person behind the guest’ – it’s about restoring balance – ‘Equilibrium’ – in people’s lives.Whatever their needs and expectations, let’s surprise and delight them by providing even more than they had hoped for… by putting back a little of what life takes out.These Hilton Brand Service Standards are there to support you and help you to consistentlydeliver the Hilton Brand Experience to our guests. It is also vital we deliver these standards as they will be measured in the quality evaluation audits of each and every hotel.5.1 The Generic Hilton Service Standards KEY AREAS - All All Hilton Team Members must always abide by the following standards:5.1.1When guests approach, be the first to greet them.5.1.2Welcome guests in their own language if possible. If you don’t know which country the guest is from, or you don’t speak their language, greet them in your own language and with a smile.5.1.3Promptly acknowledge guests with a friendly look and a smile whenever you interact with them around the hotel.5.1.4Even if you are busy or dealing with a queue, keep an eye on what’s going on around you.When guests are nearby,or approach you, look up from your work and acknowledge themwith a smile. If a guest approaches you, verbally greet them and show your intent to servethem as soon as possible.5.1.5 When talking to guests, maintain eye contact and include their name in your conversation in a natural (non-mechanical) and discreet way.5.1.6When you have finished helping a guest with something, tell them your first name and ask ifthere’s anything else they need. Offer an appropriate departing statement.5.1.7When adults are accompanied by children, don’t ‘talk over their heads’. Try to involve thechildren in a relaxed and friendly way by speaking to them directly.5.1.8If you can’t deal with a guest’s need personally,get in touch with someone who can help right away.Make sure you tell the guest who is now dealing with their request, and when it will be sorted out.5.1.9Remember that guests rely on you to make them feel at home in your Hotel. Make sure youknow everything there is to know about your own department(s) and be well informed aboutthe Hotel’s facilities, services and features.5.1.10 Walk the first few steps with guests if you are asked for directions around the Hotel and offerto escort guests to their destination.5.1.11 Try to anticipate what guests need and offer it to them before they have to ask.5.1.12Try to avoid physical barriers between yourself and guests.5.1.13Provide small, unexpected remarks or services during your exchanges with guests.5.1.14Always ask if it is an appropriate time to enter when you know guests are in their room.5.1.15Whenever there is an opportunity, open and hold doors and elevators for guests.5.1.16As you are an ambassador for the Hotel, it’s important you look your best by being smart andwell groomed at all times.PURPOSE:To provide a consistent and high level of service when in contact with all guests.R E S O U R C E S /R E F E R E N C E S•Hilton Brand Service Standards ChecklistO T H E R R E L E VA N T S E C T I O N SKEY AREA - Front Desk5.2 Pre-Arrival ProceduresPURPOSE:Guests feel valued and recognised with consistent, high quality and hassle-free service.5.2.1 HILTON GUESTS: PREPARATION AND SET-UP5.2.1a Print the VIP Arrivals Report.5.2.1b Check for any preferences that are noted.5.2.1c Allocate rooms according to stated preferences.5.2.2HILTON HHONORS MEMBERS:PREPARATION AND SET-UP5.2.2a Print the Hilton HHonors VIP Arrivals Report. The VIP Arrivals Report will provide the guest’spersonal details, including their room preferences, tier status and the ‘welcome’ that he or sheshould receive.5.2.2b Information obtained from the VIP Arrivals Report must be used to block rooms based uponHilton HHonors tier benefits and guest preferences.5.2.2c Notify housekeeping to prioritise the making up of rooms in the following order: HiltonHHonors Diamond VIPs, Hilton HHonors Gold VIPs, Hilton HHonors Silver VIPs and HiltonHHonors Blue.5.2.2d Print the guest’s registration card and rack the card behind the Hilton HHonors check-in desk.5.2.2e If the Hotel has an Executive Floor and rooms on the Executive Floor are available, HiltonHHonors Diamond VIPs and Hilton HHonors Gold VIPs (in that priority) should be upgraded tothese rooms. For full details of the upgrade policy see section 11.1.11a.5.2.2f If the Hotel has no Executive Floor or the Executive Floor is sold out, then Hilton HHonorsDiamond VIPs and Hilton HHonors Gold VIPs (in that priority) should be upgraded to the nextbest available room from the room type the guest has booked (this does not include suites).5.2.2g In each case these rooms should be blocked taking the guest’s preferences into consideration.5.2.2h When blocking rooms for all members of Hilton HHonors, their stated preferences must betaken into account wherever possible. These are as follows:•Smoking/non-smoking•High/low floor•Not close/close to the elevator(s)•King size bed preferred5.2.2i Guests who have booked a ‘room only’ rate should begiven a complimentary continental breakfast.KEY AREA - Front Desk5.2 Pre-Arrival Procedures (cont)5.2.2j Guests who have booked a rate that includes breakfast should be offered an alternative specialamenity (this is a standard amenity as authorised by the General Manager).5.2.2k A note must be made of the upgrade or other benefits that are to be given to the guest in the‘comments field’ in the reservation in Fidelio. The note should read as one of the following (asapplicable):•‘Exec upgrade’–guest upgraded to the Executive Floor•‘Best upgrade’–guest upgraded to the next best available room•‘Breakfast’–no room upgrades available, guest to receive complimentary breakfast for eachday of their stay•‘Amenity’–no room upgrades available, guest has a breakfast inclusive rate, alternativeamenity to be offered5.2.2l This note then prompts the Team Member at the frontdesk to notify the guest on arrival that he or she has beengiven an upgrade or amenity.5.2.3 HILTON WORLDWIDE RESORTS: PREPARATION AND SET-UP5.2.3a For guests who have booked independently and are arriving at exotic locations, the Hotel mustoffer the option of an airport pick up which can be charged to guests’ accounts.5.2.3b Bottles of mineral water must be offered to the guestswho have booked independently for the journey to theHotel.O T H E R R E L E VA N T S E C T I O N SR E S O U R C E S/R E F E R E N C E SKEY AREA - Front Desk5.3 Guest ArrivalPURPOSE:Guests feel comfortable, welcome and confident about being in a Hilton Hotel.5.3.1When guests form a queue, Team Members must acknowledge them through eye contact.5.3.2No guest must wait longer than three minutes in a queue before being served or approachedby a team member explaining/expediting service.5.3.3During periods when there are longer queues, a Team Member must be present in the lobby,expediting guest service and offering assistance.5.3.4Guests must be welcomed, using the name of the Hotel.5.3.5Room type, smoking/non-smoking, any special requests, departure date and billingarrangements must be confirmed.5.3.6The Hotel must have pre-registered cards for return guests.5.3.7Hilton HHonors membership number must be confirmed and a pre-printed registration cardmust be retrieved from behind the Hilton HHonors check-in desk; if not a member, benefits arepositively promoted –5.3.7a FFP membership numbers must be reconfirmed. If these numbers are not in the system,guests should be encouraged to use their card. The ‘double-dip’ benefit must be mentioned.5.3.7b Guests wishing to enrol in Hilton HHonors should be enrolled according to electronicenrolment procedures in the ‘HHonors Hotel Operational Manual’.5.3.7c Hilton HHonors guests intending to settle their accountwith a credit card must be advised of the 'no stopcheck-out’ service and its benefits.5.3.8If the guest has previously stayed at the Hotel, the Team Member must mention some factfrom the guest history,indicating that the guest is a valued repeat guest.5.3.9Room numbers and rate (unless confidential, for example, in the case of group and wholesalerates) must be pointed out clearly in writing, but never announced verbally.5.3.10One or two key features of the Hotel must be mentioned by a front desk Team Member,whilst not delaying the time spent by the guest at reception.5.3.11Guests must be given directions to their rooms and offered a pleasant final remark.5.3.12All guests must be offered assistance with luggage. At least one porter must always be onduty or porter service available.5.3.13If a guest is escorted to the room or when a porter arrives, one or two key features of thebedroom must be mentioned.5.3.14If a guest is escorted to the room, all bags, packages and coats must be carried for the guest.KEY AREA - Front Desk5.3 Guest Arrival (cont)5.3.15In the event a Guest Room is not ready, the guest must be offered an apology, their luggagestored, if required, in the appropriate luggage store area and the guest advised of anapproximate time of the room being ready (after checking with housekeeping). It is at thehotel’s discretion to offer an appropriate form of compensation.5.3.16 HILTON HHONORS MEMBERS: GUEST ARRIVAL5.3.16a The Hilton HHonors check-in desk must be clearly signed.5.3.16b The Hilton HHonors check-in desk must be staffed at all times.5.3.16c Pre-printed registration cards for Hilton HHonors guests must be placed behind the HiltonHHonors check-in desk.5.3.16d Only Hilton HHonors guests are allowed to queue at this position.5.3.16e When there is no queue at the Hilton HHonors check-in desk, non-Hilton HHonors guestscan be ‘called’ from the non-Hilton HHonors queue to check-in at this position. This must bedone one non-Hilton HHonors guest at a time to avoid a queue of non-Hilton HHonorsguests developing at the Hilton HHonors check-in desk.5.3.16f If a queue of Hilton HHonors guests develops at the Hilton HHonors check-in desk, anotherTeam Member should take the names of the guests in the queue to identify those that havebeen upgraded and direct them to check-in at the Executive Lounge (where applicable). Thisprevents the guest from needlessly queuing in the Hotel lobby and also manages the queue inthe Hotel lobby.5.3.16g Using the information obtained during the pre-arrivals process, the guest should either be‘welcomed’ to the Hotel, or ‘welcomed back’ if they have stayed there before.5.3.16h The guest should then be handed their pre-printed registration card and welcomed as follows:•All guests who have not stayed at a Hilton Hotel before must be welcomed to the Hotelwith:•All guests who have stayed at a Hilton Hotel but are new to the Hotel must be welcomed tothe Hotel with:•All guests who have stayed at the Hotel before must be welcomed back to the Hotel with:5.3.16i If the registration card is not pre-printed, the following procedure applies:•The guest should be asked for his or her Hilton HHonors card and the reservation should belocated in Fidelio by the Hilton HHonors number (under ‘Member/Guest cards’) or theguest’s name (under ‘Arrivals’). Once the reservation is located, the registration card shouldbe printed for the guest. Whilst printing the registration card, the Team Member shouldcheck to see whether or not the guest has stayed at Hotel before.•If the guest has stayed before, the guest should be‘welcomed back’ to the Hotel. If the guest has not stayedat the Hotel before, the guest should simply bewelcomed to the Hotel.KEY AREA - Front Desk5.3 Guest Arrival (cont)5.3.16i If the registration card is not pre-printed, the following procedure applies (cont):•The guest should then be handed the registration card and asked to check his or her detailsto ensure that they have been captured correctly.5.3.16j The comments field in the reservation notes should always be checked to identify whatupgrade benefits (or variation) have been offered to the guest.Example - Mr Smith is a Gold VIP in the Hilton HHonors programmeUpgrade message How to tell the guest…Room upgrade Example 1. Mr Smith, as a Gold member of the HHonorsprogramme, we are delighted to upgrade you to the ExecutiveFloor.Example 2. Mr Smith, as a Gold member of the HHonorsprogramme, we are delighted to upgrade you to a Deluxeroom.Complimentary continental Example 3. Mr Smith, on this occasion we are unable tobreakfast upgrade your room as there are no upgradeable roomsavailable, however as a Gold member of the HHonorsprogramme we are delighted to offer you a complimentarycontinental breakfast each morning of your stay.Alternative special amenity Example 4. Mr Smith, on this occasion we are unable to[Mr Smith is staying on a upgrade your room as there are no upgradeable roomsB&B rate]available, however as a Gold member of the HHonorsprogramme we are delighted to offer you a bottle of wine.5.3.16k If upgrades benefits have not been prepared, the Team Member must check the following:•The guest’s tier status from Fidelio.•Whether or not a room on the Executive Floor is available. If the Hotel does not have anExecutive Floor, or no Executive Floor rooms are available, check whether the guest can beupgraded to the next best available room type. If no room upgrades are available, checkwhether the guest is on a rate that includes breakfast. If not, the guest must be offered abreakfast. If the guest’s rate does include breakfast, an alternative special amenity must beoffered.5.3.16l Whether or not the guest is offered an upgrade, the guest should be reminded of his or herpreferences by relaying them when confirming the room type that has been allocated to theguest. Preferences can be checked in Fidelio and are as follows:•Smoking/non-smoking room•High/low floor•King sized bed preferred•Not close/close to the elevator(s)KEY AREA - Front Desk5.3 Guest Arrival (cont)5.3.16m Whenever possible, the guest should have his or her room preferences confirmed to himor her:Example. Mr Smith prefers a non-smoking room on a higher floor that is near the elevators.Team Member5.3.16n The ‘CRM messaging field’ in Fidelio must be checked to see if there are any messages forthe guest. These messages must then be delivered in accordance with prescribedstandards/training (once functionality enabled).5.3.16o Special requests noted during the reservations processmust be taken into consideration whenever possible.5.3.17HILTON WORLDWIDE RESORTS: GUEST ARRIVAL5.3.17a Guests must be greeted as soon as they step onto the resort area, preferably by using theguests’ names and their luggage taken care of for them.5.3.17b All luggage is to be carried for the guests to their rooms.5.3.17c Guests must be welcomed with the resort’s non-alcoholic speciality cocktail/local specialitybeverage and a cold/warm (whichever is appropriate to the location) scented towel.5.3.17d Guests must be given the prepared registration form to sign and check that the e-mailaddress has been filled out. If not, the guest should be asked if he or she would like toreceive information on special offers.5.3.17e Whilst parents are checking in, children should be given a small gift (with parents approval)and met by a member of the Kidz Club.5.3.17f For direct bookings: room type, smoking/non-smoking preferences, departure date and therate must be confirmed.5.3.17g For bookings from tour operators: room type, smoking/non-smoking preferences anddeparture date must be checked against the voucher.5.3.17h Hilton HHonors membership number must be confirmed. If the guest is not a member,membership benefits should be positively promoted, membership encouraged and anenrolment form provided.5.3.17i If the guest has previously stayed at the resort, the Team Member must mention some factfrom the guest’s history, indicating that the guest is a valued repeat guest.5.3.17j Guests must be issued with the welcome folder containing:•Resort map•Activities programmes and facilities including those for children (kids activities might be on a separate document)•Food and beverage experiences business card of theguest relations manager5.3 Guest Arrival (cont)KEY AREA - Front Desk I M P O R TA N T C O N S I D E R AT I O N S /D I S A B I L I T Y AWA R E N E S S :Offer additional support for disabled guests and pass details to reception/duty manager so that H&S is maintained and the hotel can be sensitive to the guest’s needs.R E S O U R C E S /R E F E R E N C E S •Hilton Brand Service Standards Checklist •Hilton HHonors Hotel Operational Manual•Hilton Worldwide Resort BrandService Standards ManualO T H E R R E L E VA N T S E C T I O N S•Refer to the HHonors standard 5.5.10 forHHonors enrolement. 5.3.17k Confirm pre-arranged bookings.5.3.17l Guests must be escorted to their rooms.5.3.17m Explain the total resort experience, including:•Menu of activities•Food and beverage experience•Entertainment options•Excursions/shopping•Direct extension for Island Hosts•Any unique features operating in the resort,for example, availability of room service.KEY AREA - Front Desk5.4 Guest DeparturePURPOSE:Prompt and friendly service that gives the guests the feeling they have received value for money and that Hilton values their business andfeedback.5.4.1When guests form a queue, Team Members must acknowledge them through eye contact.5.4.2No guest must wait longer than three minutes in a queue before being served or approachedby a Team Member explaining/expediting service.5.4.3During periods where longer queues exist, a Team Member must be present in thelobby, expediting guest service and offering assistance.5.4.4The guest must be presented with a clear, easy to read and accurate information account.Charges must not be read out loud.5.4.5Guests must be given time to review their account. Once finished the payment method mustbe reconfirmed.5.4.6All queries are dealt with pleasantly,without hesitation or discussion and all back-updocuments must be readily available.5.4.7Accounts must be neatly folded, stapled to the credit card voucher and placed in a folder orenvelope.5.4.8All guests must be offered assistance with luggage. At least one porter must always be onduty or porter service must be available.5.4.9Hilton HHonors guests must be asked if they would like acopy of their Folio that shows their total Hilton HHonorspoint balance.5.4.10All guests must be offered a pleasant farewell remark, such as inviting a return visit, wishingthem a safe trip or pleasant day,etc.5.4.11 HILTON WORLDWIDE RESORTS: GUEST DEPARTURE5.4.11a Contact all relevant guests (calling or departure letter/comment) to confirm:•Hope you enjoyed your stay•Pleasure having you as our guests•Any last minute requests•Time of flight•Confirm transportation to the airport•Invite guest to fill out the questionnaire•Send information print out of accounti l t o n B r a n d S t a n d a r d s Issue One: April 20055H i l t o n B r a n d S e r v i c e S t a n d a r d s ..5.4 Guest Departure (cont)KEY AREA - Front Desk I M P O R TA N T C O N S I D E R AT I O N S /D I S A B I L I T Y AWA R E N E S S :Offer additional support for disabled guests and be sensitive to their needs for departure.R E S O U R C E S /R E F E R E N C E S•Hilton Brand Service Standards Checklist•Hilton Worldwide Resort BrandService Standards ManualO T H E R R E L E VA N T S E C T I O N S 5.4.11b Hassle-free departure, including:•A personal thank you letter with the guest Folio•Guest questionnaire placed on bed5.4.11c Guests must be offered a bottle of complimentary mineral water to take on their journey.5.4.11d Guests must be accompanied to the point of transport departure.5.4.11e Names of guests who have elected to allow further correspondence to be entered into thefarewell e-mail system.5.4.11f A week after departure, send each such guest a standard e-mail but personalised with theirnames, to include the following:•Hope you had a safe journey•Reminder of holiday•Hope to see you soon•Invitation to visit and to look out for resortcompetitions and to sign up for the quarterly newsletter.5H i l t o n B r a n d S e r v i c e S t a n d a r d s..KEY AREA - Meetings and Incentive Team5.8 Group & Meeting Enquiry HandlingPURPOSE:Responsive assistance with emphasis on the guest’s success.5.8.1Once the caller has given information to one Team Member, he or she should not have torepeat the same information to another Team Member.5.8.2During the initial conversation, confirmation must be provided of space available.5.8.3If the requested rooms are unavailable, or if the booking cannot be made for any other reason,alternatives must be offered, including (in order): alternative dates; wait list; Affiliated Hotel;referred to HSW; mention other local hotels.5.8.4Callers must be made aware of the extra value of Hilton by emphasising the available servicesand facilities, including the Business Centre and the assistance of dedicated meetings staff,and the creative food service.5.8.5First time callers must be offered a tour of the facilities.5.8.6The Team Member must provide his or her name and invite the caller to direct future enquiriesto him or her.5.8.7All requests for information must be responded to within one business day.5.8.8Where a caller confirms that he or she wishes to hold a meeting at the Hotel, the TeamMember must submit a written offer. The purpose of the written offer is to reflect a qualitycompany.The paperwork has to be clean and well presented and the spelling, grammar andpunctuation must be correct.5.8.9The conversation is closed by agreement between the caller and the Team Member as toexactly what will happen next, and when it will happen.5.8.10Personal follow-up must occur whenever possible within 24 hours but never later than withinthree days of any routine enquiry for information.R E S O U R C E S/R E F E R E N C E SO T H E R R E L E VA N T S E C T I O N S•Hilton Brand Service Standards Checklisti l t o n B r a n d S t a n d a r d s Issue One: April 20055.9 Complaint HandlingKEY AREAS - All All Team Members handling a guest complaint must perform the following minimumbehaviours:5.9.1Listen attentively, maintaining eye contact and without interrupting.5.9.2Whenever possible, use the guest’s name.5.9.3A sincere apology must be extended and the guest thanked for his or her comments.5.9.4Complaints must be discussed discreetly and, where possible, in a private area away from other guests.5.9.5When follow-up is required, you must explain when, and by whom the follow-up will be carried out and that deadline must be met.5.9.6Guest complaints must be logged in the departmental complaint book set up for this purpose and managed by the Team.5.9.7If a follow-up service or correction is required, the guest must be contacted to ensure that he or she is satisfied with the response.5.9.8In respect of food and beverage, complaints must be resolved immediately and discreetly, with complete refund or replacement of the item. 5.9.9For serious complaints, a personal note or letter must be delivered to the guest.5.9.10All correspondence must be answered within one working day.PURPOSE:A professional response by Team Members who care can convertdissatisfied guests into loyal, regular guests.R E S O U R C E S /R E F E R E N C E SO T H E R R E L E VA N T S E C T I O N SKEY AREAS - All5.10 Guest Telephone CommunicationPURPOSE:All guests experience polite, efficient and modern communications.All Team Members having telephone contact with guests must perform the followingminimum behaviours upon each telephone contact:5.10.1Offer an appropriate greeting.5.10.2Identify either the Hotel (in the case of external calls) or yourself by first name (in the event ofinternal calls).•External calls (example: ‘Thank you for calling the Hilton (Hotel’s name’).•Internal calls (example: ‘Good Morning/Evening, this is (Team Member name’).5.10.3Offer assistance.5.10.4Whenever possible, use the guest’s name during a telephone conversation.5.10.5Before placing a caller on hold, ask for permission to do so and wait for a response.5.10.6If calls are placed on hold, contact must be made every thirty seconds offering the caller thechoice of remaining on hold, leaving a message or receiving a call back.5.10.7Callers must never be connected to voice mail unless and until they have agreed. All voice mailmessages must include an option to return to the operator.5.10.8Callers who are transferred to a different department must be advised who they are beingconnected to: calls must not be screened.5.10.9Wake up calls must occur within two minutes of the promised time.5.10.10Telephone operators must have detailed knowledge about voice mail equipment, modemconnections, long distance services, fax equipment and all other communicationsrequirements and must provide helpful information immediately.5.10.11Guests receiving messages, faxes or packages must be notified within ten minutes byilluminating the message light or, if no light function exists, physically delivering the messageor fax.5.10.12Guest names or room numbers must never be given out, not even to Affiliated Hotels.O T H E R R E L E VA N T S E C T I O N SR E S O U R C E S/R E F E R E N C E SKEY AREA - Concierge5.11 Concierge ServicePURPOSE:Team Members have in-depth knowledge and guests are confident about their advice.5.11.1When guests form a queue, Team Members must acknowledge them through eye contact.5.11.2No guest should wait longer than three minutes in a queue before being served or approachedby a Team Member explaining/expediting service.5.11.3When follow-up is required, the Team Member must explain when, and by whom the follow-upwill be carried out and that deadline must be met.5.11.4Simple local maps must be made available to guests and detailed local information must beprovided helpfully and thoroughly.5.11.5For frequently asked questions, such as location of pharmacy, bank, certain shops, airport, trainstation, the route must be immediately drawn on the map and simple, clear directions providedwithout delay.5.11.6On request, a variety of electrical adaptors, computer plugs and cables must be availableon-the-spot at no charge. However, the Hotel can raise a deposit, which must be taken off theguest’s Folio except where the item is not returned. Where the item is not returned, thedeposit must be added to the final account.5.11.7 HILTON WORLDWIDE RESORTS: CONCIERGE SERVICE5.11.7a Guest Relations/Concierge must be able to offer:•A tour of the resort•Confirmation of the pre-arranged bookings•An explanation of the total resort experience, including:-Menu of activities-Food and beverage experience-Kidz Paradise/Kidz club-Entertainment options-Excursions/shopping-Hotline-Any unique features operating in the resort for example, availability of room service5.11.7b The Hotel must implement the hotline, which effectively deals with all reported problems.5.11.7c Guests must be contacted to discuss their holiday at least once during their stay. A ‘newarrival’ list which divides impending guests amongst headsof department must be circulated at Team Membermeetings. The Team Members must assume responsibilityfor "their guests".。