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希尔顿fsaa审核标准希尔顿FSAA（希尔顿全球社会和环境考核审核标准）是希尔顿全球酒店集团制定的一套用于评估酒店在可持续发展方面的绩效和实践的审核标准。
该标准的目的是帮助希尔顿酒店集团及其合作酒店在社会、环境和经济方面实现更大的可持续性。
希尔顿FSAA标准从四个方面评估酒店的可持续发展绩效，包括环境管理、社会责任、经济影响以及文化遗产保护。
下面将对每个方面进行介绍。
1. 环境管理：酒店需要制定并执行一套有效的环境管理计划，以减少对环境的负面影响。
这包括但不限于：节能减排，减少废物产生和回收利用，水资源管理，应对气候变化以及保护生物多样性等。
此外，酒店还需要关注供应链管理，选择环保材料和产品，并提供资源和培训以推动酒店员工的环保行为。
2. 社会责任：酒店需要关注并回应社区和利益相关者的需求。
这包括支持社区的经济发展、改善社区基础设施、提供教育和培训机会、促进员工福利和多样性包容以及保护人权等。
酒店还应推动员工参与自愿服务和慈善活动，并与当地社区建立良好的合作关系。
3. 经济影响：酒店需要在经济方面保持可持续性。
这包括确保经济透明度和合规性，支持当地供应商和企业，推动员工培训和职业发展，提供公平和良好的工作条件以及遵守劳动法律法规等。
酒店还应通过贡献旅游业和当地经济发展，在当地创造就业机会和经济价值。
4. 文化遗产保护：酒店需要保护和尊重当地文化遗产，并推动旅游业与文化的可持续发展。
酒店应制定保护方案，确保文物保护、建筑和历史遗产的保留，并推广当地文化和传统。
酒店还应支持当地文化艺术和手工艺品，以促进文化遗产的传承和发展。
希尔顿FSAA标准通过对酒店的实际操作和绩效进行考核，以及与酒店管理层和员工的沟通和交流，确保酒店在可持续发展方面达到一定的要求。
标准不仅适用于希尔顿旗下的酒店，也适用于合作酒店。
对于希尔顿酒店集团来说，推行希尔顿FSAA标准不仅是一项自我监督的管理工具，更是一种承担社会责任、提升品牌形象的体现。
希尔顿品牌设计标准理念
作为全球知名的酒店品牌，希尔顿一直以其高品质的服务和独特的设计标准而
闻名。
希尔顿品牌设计标准理念融合了现代化、舒适和时尚，为客人提供了独特的住宿体验。
首先，希尔顿品牌设计标准理念注重现代化。
无论是酒店的大堂、客房还是公
共区域，都采用了现代化的设计风格，融入了最新的科技元素，为客人提供了便捷、高效的服务体验。
同时，现代化的设计也让希尔顿酒店焕发出时尚、动感的氛围，吸引着年轻、时尚的客人。
其次，希尔顿品牌设计标准理念追求舒适。
酒店的客房设计以舒适为核心，床品、家具、卫浴设施等都经过精心挑选，为客人打造了一个舒适、温馨的居住空间。
此外，酒店的公共区域也注重舒适性，舒适的座椅、柔和的灯光、宽敞的空间都让客人感受到宾至如归的温馨。
最后，希尔顿品牌设计标准理念强调时尚。
酒店的设计风格时尚、前卫，符合
当代人的审美追求。
无论是装饰品、艺术品还是家具摆设，都体现了时尚的品味和风格。
时尚的设计让希尔顿酒店成为了时尚人士和潮流达人们的首选住宿地点。
总的来说，希尔顿品牌设计标准理念凭借其现代化、舒适和时尚的特点，为客
人提供了独特的住宿体验。
希尔顿酒店将继续秉承这一设计理念，为客人带来更多惊喜和愉悦。
希尔顿品牌管理一、概述希尔顿是全球率先的酒店管理集团，以提供高品质的住宿体验而闻名。
希尔顿品牌管理是确保希尔顿酒店及度假村在全球范围内保持一致的品牌形象和标准的关键部份。
本文将详细介绍希尔顿品牌管理的标准格式。
二、品牌标识1. 品牌名称：希尔顿2. 标识图形：希尔顿的标志是一个简洁而优雅的字母“H”，代表着品质、优雅和独特性。
3. 标识颜色：希尔顿的标识颜色为蓝色和白色的组合，蓝色代表着专业、可靠和稳定，白色代表着清纯和高雅。
三、品牌形象1. 设计风格：希尔顿酒店的设计风格应体现现代、时尚和舒适的特点，以满足不同客户群体的需求。
2. 客房装饰：客房内部应采用高品质的家具、床上用品和装饰品，以提供舒适而豪华的住宿体验。
3. 公共区域：大堂、餐厅、会议室等公共区域应设计精美，以创造独特而愉悦的环境。
4. 服务标准：希尔顿酒店的员工应提供专业、友好和周到的服务，以满足客户的需求。
四、品牌扩展1. 品牌系列：希尔顿酒店及度假村根据不同的市场需求，推出了多个品牌系列，如希尔顿酒店、希尔顿度假村、希尔顿花园酒店等，以满足不同客户群体的需求。
2. 地域特色：希尔顿酒店及度假村在不同地区应根据当地文化和特色进行定制化设计和服务，以提供独特而与众不同的体验。
3. 合作火伴：希尔顿酒店及度假村与各类合作火伴合作，如航空公司、旅行社等，以提供更多的福利和优惠给客户。
五、品牌宣传1. 媒体渠道：希尔顿酒店及度假村应利用多种媒体渠道进行品牌宣传，如电视广告、杂志、社交媒体等，以提高品牌知名度和影响力。
2. 营销活动：希尔顿酒店及度假村应定期举办各类营销活动，如优惠促销、会员活动等，以吸引更多客户并提升客户忠诚度。
3. 品牌形象大使：希尔顿酒店及度假村可以邀请知名人士或者名人作为品牌形象大使，以提高品牌的认可度和吸引力。
六、品牌管理1. 品牌培训：希尔顿酒店及度假村应对员工进行品牌培训，使其了解并能够传达品牌的核心价值和标准。
希尔顿品牌管理一、品牌概述希尔顿是全球领先的酒店管理集团，拥有多个知名品牌，包括希尔顿酒店及度假村、希尔顿花园酒店、希尔顿逸林酒店、希尔顿豪华酒店及度假村、希尔顿嘉悦酒店等。
希尔顿以其卓越的服务质量、独特的设计风格和全球化的市场覆盖而闻名于世。
二、品牌定位1. 目标客户：希尔顿品牌的目标客户主要包括商务旅客、休闲度假者和会议活动参与者等。
2. 定位理念：希尔顿品牌致力于为客户提供舒适、便捷、高品质的住宿体验，以满足客户的不同需求和期望。
3. 品牌形象：希尔顿品牌以其豪华、优雅、现代的形象在全球范围内享有盛誉。
三、产品与服务1. 住宿服务：希尔顿品牌提供各类客房和套房选择，设施齐全，舒适度高，满足不同客户的需求。
2. 餐饮服务：希尔顿品牌的餐厅和酒吧提供多样化的美食和饮品选择，包括本地特色菜肴和国际美食。
3. 会议及活动服务：希尔顿品牌的酒店设有多功能的会议厅和宴会厅，为各类会议、活动和庆典提供专业的支持和服务。
4. 健身及娱乐设施：希尔顿品牌的酒店配备健身房、游泳池、水疗中心等设施，为客户提供身心放松和娱乐的机会。
四、品牌特色1. 希尔顿荣誉计划：希尔顿品牌推出了一系列会员计划，包括希尔顿荣誉计划，为忠诚客户提供专属特权和优惠。
2. 品牌标志：希尔顿品牌的标志是一个简洁而富有辨识度的“H”字母，代表了品牌的独特魅力和品质保证。
3. 社会责任：希尔顿品牌致力于可持续发展和社会责任，通过各种方式回馈社会，保护环境和支持社区发展。
五、市场推广1. 媒体宣传：希尔顿品牌通过电视、广播、报纸和杂志等媒体进行广告宣传，提升品牌知名度和形象。
2. 数字营销：希尔顿品牌积极运用互联网和社交媒体平台，通过网站、移动应用和社交媒体账号等渠道与客户进行互动和沟通。
3. 合作伙伴关系：希尔顿品牌与航空公司、旅行社、企业等建立合作伙伴关系，通过互惠互利的合作推广品牌。
六、品牌管理1. 品牌标准：希尔顿品牌管理团队制定了一系列品牌标准，包括服务标准、装修标准、员工培训标准等，确保品牌在全球范围内的一致性和高品质。
希尔顿酒店建造标准希尔顿酒店作为世界知名的豪华酒店品牌，其建造标准一直以来都备受关注。
在建造希尔顿酒店时，需要遵循一系列严格的标准和规范，以确保酒店的质量和服务达到顶尖水平。
以下是希尔顿酒店建造标准的一些重要方面。
首先，希尔顿酒店的选址非常重要。
在选址时，需要考虑到周围的环境和景观，确保酒店能够提供宜人的居住环境。
同时，选址还需要考虑到交通便利性和周边配套设施，以便客人能够方便地前往酒店并享受周边的便利设施。
其次，希尔顿酒店的建筑设计必须符合品牌的形象和标准。
酒店建筑需要体现现代化、豪华和舒适的特点，同时还要考虑到环保和可持续发展的要求。
建筑结构和外立面设计需要经过精心规划和设计，以确保酒店能够在外观上给人留下深刻的印象。
在建造过程中，希尔顿酒店需要严格遵守建筑工程的相关标准和规范。
建筑材料的选用、施工工艺和质量控制都需要符合国家的相关标准，并且需要经过希尔顿集团的严格审核和验收。
这样才能确保酒店的建筑质量和安全性达到国际顶尖水平。
除了建筑本身，希尔顿酒店的内部装修和设施也需要符合一定的标准。
酒店的装修风格需要与品牌形象相匹配，同时还需要考虑到客人的舒适感和实用性。
酒店的设施包括客房、餐饮、会议和娱乐设施等，每一项都需要精心设计和布局，以满足不同客人的需求。
最后，希尔顿酒店的建造标准还包括对服务质量和管理水平的要求。
酒店需要建立完善的管理制度和服务流程，以确保客人能够享受到高品质的服务。
员工的培训和素质也是非常重要的，他们需要具备良好的服务意识和专业技能，以满足客人的各种需求。
总之，希尔顿酒店建造标准涵盖了选址、建筑设计、施工质量、内部装修和设施、服务质量和管理水平等多个方面。
只有严格遵循这些标准和规范，希尔顿酒店才能够成为世界一流的豪华酒店品牌，为客人提供优质的住宿体验。
希尔顿品牌设计标准理念
作为全球知名的酒店品牌，希尔顿一直以其高品质的服务和精致的设计而闻名。
在希尔顿的设计理念中，注重细节和舒适性是首要考虑的因素。
希尔顿品牌的设计标准理念包括以下几个方面：
1. 个性化定制，希尔顿酒店的设计注重个性化定制，以满足不同客人的需求。
无论是商务旅行者还是度假者，希尔顿都致力于为客人提供独特而舒适的住宿体验。
酒店的每一个细节都经过精心设计，以确保客人能够享受到最佳的服务和舒适度。
2. 环保可持续，希尔顿品牌设计标准理念中，环保可持续是一个重要的考虑因素。
酒店在设计和装修过程中注重使用环保材料，并致力于减少能源消耗和废物排放。
希尔顿酒店还积极推动可持续发展的理念，通过各种方式来减少对环境的影响。
3. 创新科技，希尔顿酒店注重引入最新的科技设备和服务，以提升客人的住宿
体验。
无论是智能家居设备还是高速无线网络，希尔顿都致力于为客人提供便利和舒适的科技体验。
酒店还积极探索新的科技应用，以满足客人不断变化的需求。
4. 本地文化融合，希尔顿酒店在设计中注重融合当地文化和传统，以创造独特
的酒店体验。
无论是餐饮还是装饰，希尔顿都致力于展现当地的特色和魅力。
这种本地文化融合不仅能够吸引客人，还能够为他们带来更加丰富的体验。
总的来说，希尔顿品牌设计标准理念注重个性化定制、环保可持续、创新科技
和本地文化融合，以提供客人独特而舒适的住宿体验。
希尔顿酒店以其精致的设计和高品质的服务赢得了客人的信赖和喜爱，成为全球酒店行业的领军者。
希尔顿企业文化作为全球知名的酒店品牌，希尔顿一直以来以其优质服务、高端品质、卓越的管理和强大的企业文化而闻名于世。
希尔顿的企业文化建立在其价值观、信念和行为准则的基础之上，致力于通过对员工的培养以及为客户提供最佳体验来实现企业的宏伟目标。
希尔顿的价值观作为一家以顾客为中心的企业，希尔顿的价值观非常清晰明确，这也是它在不同国家和文化中不断发展壮大的关键所在。
希尔顿的价值观包括：敬重每个人这是希尔顿一直以来的核心价值观之一。
在这个价值观下，公司要求员工对待每一个人都是平等的，并且尊重他们的差异性，减少歧视和偏见的存在。
对员工的承诺希尔顿始终致力于为员工提供最佳的职业发展和福利待遇，这是可以从它的“人人活出人生”（Take Care）的口号中看出。
希尔顿承诺为员工提供发展机会、培训和学习资源，并重视员工的身心健康。
服务至上这是希尔顿的另一个核心价值观，它意味着希尔顿要求员工致力于为客户提供优质的服务和体验。
无论是在酒店还是度假村，员工都必须以客户需求为中心，为客户提供贴心、细致和个性化的服务。
对社区的回馈希尔顿是一个全球企业，作为对社会责任的一部分，它致力于改善当地社区的环境和生活方式。
公司的社会责任项目包括保护环境、支持慈善事业、提高社会意识等等。
信仰信仰是希尔顿另一个非常重要的价值观，它是指公司对做正确的事情和对未来的信念。
希尔顿相信，通过对员工的扶持和对顾客的关注，可以创造一个更美好的未来。
希尔顿的“HILTON STANDARD”“HILTON STANDARD”是希尔顿的行为准则，可概括为六个词：做得正确、谦虚、聆听、充满激情、勇敢、自信。
这些准则不仅是希尔顿员工的行为规范，也是希尔顿员工不断成长和发展的基础。
做得正确在希尔顿的企业文化中，“做得正确”是最为核心和重要的标准和准则之一。
这个原则主要指的是管理层和员工要诚实、公正和透明地行事，严格遵守公司的规章制度和所有相应的法律法规。
谦虚谦虚是希尔顿的另一个非常重要的准则，在这个准则下，公司要求员工不断学习和发展，向顾客、同事和领导学习和求教，并且要承认自己的失误和局限性。
希尔顿欢朋酒店加盟需要什么条件
希尔顿欢朋酒店加盟需要什么条件
希尔顿欢朋酒店隶属东呈国际集团旗下全资子品牌，作为国内中端酒店品牌。
东呈国际集团，世界酒店集团五十强，万豪集团战略合作伙伴，万枫品牌中国区单独开发运营商。
自2006年成立以来，东呈秉承以客为尊、合作分享、激情专注、结果导向的价值观，致力于成为中国优异酒店集团。
我们下面就一起来看看希尔顿欢朋酒店加盟需要哪些条件。
希尔顿欢朋酒店加盟条件
1、省会城市、直辖市及全国主要经济发达的城市、经济发达的二、三线城市、希尔顿欢朋酒店尚未不点的经济发达商旅城市；
2、认同希尔顿欢朋酒店的品牌理念、经营理念和管理模式；
3、接受希尔顿欢朋酒店的管理体系，执行希尔顿欢朋酒店的管理标准；
4、有投资意向，拥有充足的运作资金、有一定的社会关系对投资、风险和收益有着理性的心态；
系统配套：用水额度不低于3000吨/月、进水管的管径不小于DN100.、楼层梁下高度不低于2.5M、用电不低于3KV A间、纳入市政排污管道，北方地区供暖设施到位；
物业要求：拥有或者租赁有适合新建、改建为丽枫酒店的物业;地理位置好，交通方便快捷，周边有完善的餐饮、商业配套，房间数量在80-250间，周边进出通畅并有一定的停车位。
希尔顿欢朋酒店加盟优势
1、门槛低：千万级贷款，贷款比率高达50%。
2、现金结算：酒店投资采用现金结算，优质物业坐享高回报率。
3、周期短：投入资金时间短，减轻资金链负担。
4、稳定经营：集团扶持加盟商，无后顾之忧。
5、溢价高：酒店运营吸人流，提高形象，大幅度增加物业价值。
希尔顿全球酒店集团成立至今将近100年，我们已成为酒店业标杆并创建了包括12个品。
希尔顿品牌管理一、品牌背景希尔顿是全球知名的酒店品牌，拥有超过5000家酒店和度假村，遍布全球100多个国家和地区。
作为酒店行业的领导者，希尔顿以其卓越的服务和优质的设施而闻名于世。
希尔顿品牌管理的目标是确保所有希尔顿酒店都能提供一致的高品质体验，以满足客户的需求并保持品牌形象的一致性。
二、品牌标准1. 服务标准：- 提供热情友好的服务，确保客人感受到宾至如归的体验。
- 为客人提供个性化的服务，根据客人的需求和喜好提供定制化的服务。
- 快速响应客人的需求和投诉，确保客人的满意度。
- 提供专业的礼宾服务，匡助客人解决问题和满足特殊需求。
2. 设施标准：- 提供舒适、干净、安全的客房和公共区域。
- 提供高品质的床上用品、洗浴用品和设施，确保客人的舒适度。
- 提供现代化的设施和技术，如高速无线网络、智能控制系统等，以满足客人的需求。
3. 餐饮标准：- 提供多样化的餐饮选择，包括本地和国际美食。
- 提供高品质的食材和饮品，确保食品安全和口感。
- 提供优质的餐厅服务，包括快捷、高效的点餐和送餐服务。
4. 品牌形象标准：- 统一的品牌标识和标志，确保品牌形象的一致性。
- 统一的装修风格和设计理念，体现品牌的高端和时尚。
- 统一的员工着装和形象要求，展现专业和亲和力。
三、品牌管理流程1. 品牌认证：- 所有希尔顿酒店必须通过品牌认证，确保符合品牌标准。
- 品牌认证包括对酒店设施、服务、餐饮等方面的评估和审核。
2. 品牌培训：- 所有员工必须参加希尔顿品牌培训，了解品牌标准和服务理念。
- 品牌培训包括员工礼仪、服务技巧、品牌故事等方面的培训。
3. 品牌监督：- 品牌管理团队定期对各个酒店进行监督和检查，确保品牌标准的执行。
- 品牌监督包括对客房、公共区域、餐饮等方面的检查和评估。
4. 品牌推广：- 品牌管理团队负责制定品牌推广策略和计划，提升品牌知名度和美誉度。
- 品牌推广包括线上线下的广告、宣传活动、合作推广等方式。
希尔顿品牌设计标准理念
希尔顿酒店集团作为全球知名的酒店品牌，一直以来都秉承着高品质、高标准的服务理念，而这种理念不仅仅体现在酒店的服务和设施上，更体现在酒店的设计标准上。
希尔顿品牌设计标准理念，不仅仅是一种设计风格，更是一种对于舒适、便利、时尚的追求。
在希尔顿酒店的设计中，我们可以看到一种简约、大气、精致的风格。
从酒店大堂到客房，从餐厅到休闲区，每一个细节都经过精心的设计和打磨。
希尔顿酒店注重的不仅仅是外在的美观，更注重的是内在的舒适和实用性。
因此，无论是酒店的装饰风格、家具布置、灯光设计，都充满了人性化的考量，让客人在这里可以感受到家的温馨和舒适。
除此之外，希尔顿酒店的设计标准还体现在对于环境保护和可持续发展的关注上。
在设计酒店的过程中，希尔顿酒店集团始终秉承着绿色环保的理念，注重利用可再生资源，减少不必要的浪费。
因此，在酒店的设计中，我们可以看到很多环保材料的应用，以及节能、减排的设计理念。
希尔顿品牌设计标准理念不仅仅是为了满足客人对于美好生活的追求，更是为了让客人在这里可以感受到更高品质的服务和更舒适的环境。
希尔顿酒店将继续秉承这一理念，不断创新和完善，为客人打造更加舒适、便利、时尚的居住体验。
希尔顿品牌设计标准理念
希尔顿酒店集团作为全球知名的豪华酒店品牌，一直以其卓越的服务和精致的
设计而闻名。
在希尔顿品牌设计标准理念的指导下，每一家希尔顿酒店都力求在细节上追求完美，为宾客营造一个舒适、优雅的居住体验。
首先，希尔顿品牌设计标准理念注重创新与传统的结合。
在酒店的设计中，希
尔顿品牌注重将当地文化和传统元素融入其中，为宾客呈现独特的地域特色。
同时，希尔顿酒店也注重创新，不断引入新颖的设计理念和技术，以满足宾客对于品质生活的追求。
其次，希尔顿品牌设计标准理念强调舒适与便利的结合。
在酒店的空间布局和
装饰中，希尔顿品牌注重为宾客打造一个舒适、宜居的环境。
同时，酒店的设计也考虑到宾客的便利性，力求在细节上为宾客提供更加便捷的服务和体验。
此外，希尔顿品牌设计标准理念还注重可持续发展与环保。
在酒店的设计和运
营中，希尔顿酒店集团积极推动可持续发展理念，注重节能减排和资源循环利用。
在酒店的设计中，希尔顿品牌也注重使用环保材料和技术，为宾客营造一个环保、健康的居住环境。
总的来说，希尔顿品牌设计标准理念以创新、舒适、便利和环保为核心，为每
一家希尔顿酒店的设计和运营提供了指导和标准。
通过不断的创新和追求，希尔顿酒店集团将继续为宾客带来更加优质的居住体验，成为全球豪华酒店品牌的典范。
希尔顿品牌管理希尔顿品牌管理是指希尔顿酒店集团对其旗下品牌进行统一管理和运营的一系列策略和措施。
希尔顿酒店集团是全球率先的酒店管理公司，拥有多个品牌，包括希尔顿酒店及度假村、希尔顿花园酒店、希尔顿逸林酒店等。
为了保证希尔顿品牌的一致性和高质量，希尔顿酒店集团采取了一系列管理措施：1. 品牌标准：希尔顿酒店集团制定了一套严格的品牌标准，包括建造设计、装修风格、客房设施、服务标准等方面的要求。
每一个品牌都有独特的标准，以确保不同品牌之间的差异化。
2. 品牌定位：希尔顿酒店集团根据不同品牌的定位和目标市场，制定相应的市场策略和营销活动。
例如，希尔顿逸林酒店定位于商务旅行市场，强调高效便捷的服务和现代化的设施。
3. 品牌推广：希尔顿酒店集团通过广告、宣传活动和社交媒体等渠道，积极推广其品牌形象和特色。
例如，希尔顿酒店及度假村通过在电视上播放精心制作的广告片，展示其豪华的环境和优质的服务。
4. 培训和质量控制：希尔顿酒店集团注重员工培训和质量控制，以确保员工能够提供一致的优质服务。
集团会定期进行培训，包括礼仪培训、服务技巧培训等，以提升员工的专业素质。
5. 客户反馈：希尔顿酒店集团非常重视客户的反馈意见，通过定期的客户满意度调查和评估，采集客户的意见和建议，并及时作出改进。
集团还通过会员计划等方式与客户建立长期的关系，提供更个性化的服务。
6. 品牌扩张：希尔顿酒店集团不断扩大其品牌的覆盖范围，开设新的酒店和度假村。
通过与地方政府和开辟商的合作，希尔顿酒店集团在全球范围内不断增加新的品牌。
希尔顿品牌管理的目标是打造一个全球知名的高端酒店品牌，并提供卓越的客户体验。
通过标准化的管理和运营，希尔顿酒店集团能够确保其品牌在全球范围内的一致性和高质量，赢得客户的信任和忠诚度。
希尔顿品牌设计标准理念
希尔顿是世界知名的酒店品牌，其设计标准理念一直以来都是其成功的关键之一。
希尔顿的设计标准理念体现了对细节的追求、对品质的坚持以及对客户体验的重视，成为了其品牌形象的重要组成部分。
首先，希尔顿对细节的追求体现在酒店内部的每一个角落。
从大堂到客房，从餐厅到会议室，希尔顿的设计都注重细节，力求为客人营造出舒适、温馨的环境。
每一处装饰、每一件家具都经过精心挑选，以确保客人能够感受到高品质的服务和舒适的入住体验。
其次，希尔顿对品质的坚持体现在酒店的建筑和装饰上。
希尔顿的酒店建筑风格多样，但无论是现代化的高楼大厦还是古典的宫殿式建筑，都体现出对品质的追求。
在装饰方面，希尔顿注重选用高品质的材料，如大理石、实木、优质皮革等，以打造豪华、舒适的环境。
最后，希尔顿对客户体验的重视体现在酒店的服务理念和设计上。
希尔顿注重提供个性化的服务，通过设计独特的空间和提供贴心的服务，让客人感受到独特的体验。
无论是商务出行还是休闲度假，希尔顿都能为客人提供舒适、便利的服务，让客人感受到宾至如归的体验。
总的来说，希尔顿品牌设计标准理念体现了对细节、品质和客户体验的追求，成为了其成功的关键之一。
希尔顿不仅仅是一个酒店品牌，更是一个能够为客人提供高品质、舒适体验的生活方式。
希尔顿品牌管理一、品牌概述希尔顿是全球知名的酒店品牌，拥有多个子品牌，如希尔顿酒店、希尔顿花园酒店、希尔顿逸林酒店等。
希尔顿品牌以其高品质的服务、豪华的设施和优越的地理位置而闻名于世。
本文将详细介绍希尔顿品牌管理的标准格式文本。
二、品牌定位希尔顿品牌定位于高端市场，致力于为客户提供豪华、舒适、便利的住宿体验。
无论是商务旅行还是休闲度假，希尔顿酒店都能满足客户的需求。
希尔顿品牌注重细节，追求卓越的客户服务，以满足客户的期望和需求。
三、品牌形象1. 品牌标志：希尔顿品牌的标志是一个简洁而优雅的希尔顿字样，字母之间的间距和比例经过精心设计，展现了品牌的专业和高贵。
2. 品牌色采：希尔顿品牌的主要色采是深蓝色和白色，深蓝色代表着品牌的稳定和专业，白色代表着清纯和高雅。
这些色采的运用在品牌标志、宣传物料和酒店装饰中，能够给客户留下深刻的印象。
3. 品牌口号：希尔顿品牌的口号是“世界上最受恭敬的酒店品牌”。
这个口号准确地传达了希尔顿品牌对自身的定位和追求。
四、品牌服务1. 入住服务：希尔顿品牌提供24小时的前台服务，客户可以随时办理入住和退房手续。
酒店员工会热情地迎接客户，并提供行李搬运、停车等服务。
客房设施齐全，提供舒适的床品、高品质的洗浴用品和便利的设施，如电视、冰箱、咖啡机等。
2. 餐饮服务：希尔顿品牌的餐饮服务丰富多样，包括自助餐厅、特色餐厅和酒吧等。
客户可以品尝到各种美食，无论是当地特色菜还是国际美食，都能满足客户的口味需求。
3. 会议服务：希尔顿品牌的酒店提供专业的会议设施和服务，包括会议室、音响设备、投影仪等。
客户可以在这里举办各种规模的会议和活动，酒店员工会提供专业的支持和匡助，确保会议的顺利进行。
4. 健身娱乐：希尔顿品牌的酒店设有健身房、游泳池和SPA中心等娱乐设施，客户可以在这里放松身心，保持健康的生活方式。
五、品牌扩张希尔顿品牌在全球范围内积极扩张，不断开设新的酒店。
品牌扩张的目标是进一步巩固在高端市场的地位，提供更多的选择给客户。
希尔顿品牌管理一、品牌背景和概述希尔顿是世界知名的酒店品牌，成立于1919年，总部位于美国弗吉尼亚州。
希尔顿以其高品质的服务和豪华的住宿体验而闻名于世。
目前，希尔顿品牌管理涵盖了多个子品牌，包括希尔顿酒店及度假村、希尔顿花园酒店、希尔顿儿童酒店、希尔顿逸林酒店、希尔顿豪华酒店及度假村等。
二、品牌标准和价值观1. 客户至上：希尔顿始终以客户为中心，致力于提供卓越的服务和无与伦比的住宿体验。
2. 品质保证：希尔顿严格遵循统一的品质标准，确保每一家酒店都能提供一致的高品质服务。
3. 创新发展：希尔顿不断追求创新，引领行业发展趋势，并通过不断改进和更新来满足客户的需求。
4. 社会责任：希尔顿积极履行社会责任，致力于可持续发展和环境保护。
三、希尔顿品牌管理的核心要素1. 品牌形象：希尔顿品牌管理致力于塑造和维护品牌的独特形象，包括标志性的希尔顿标志、品牌色彩和品牌声音等。
2. 品牌一致性：希尔顿要求所有加盟酒店在服务和产品方面保持一致性，确保客户在不同地区的希尔顿酒店享受到相似的体验。
3. 品牌标准：希尔顿制定了一系列的品牌标准，包括酒店设施、服务流程、员工培训等，以确保每一家酒店都能达到希尔顿的高标准。
4. 品牌营销：希尔顿通过多种渠道进行品牌营销，包括广告、宣传活动、数字营销等，以提高品牌知名度和吸引更多客户。
5. 品牌扩张：希尔顿通过加盟和收购等方式扩大品牌的影响力和市场份额，进一步巩固其在全球酒店行业的领先地位。
四、希尔顿品牌管理的实施步骤1. 品牌识别和策略制定：希尔顿通过市场研究和竞争分析等手段，确定品牌的定位和发展策略，以满足不同客户群体的需求。
2. 品牌建设和推广：希尔顿通过广告、宣传活动、赞助等方式，提高品牌知名度和形象，吸引更多客户选择希尔顿酒店。
3. 品牌培训和管理：希尔顿为加盟酒店提供全面的培训和支持，确保酒店员工能够掌握品牌标准和服务流程，提供一致的品质和体验。
4. 品牌监测和评估：希尔顿定期对加盟酒店进行品牌监测和评估，以确保其符合品牌标准，并及时纠正存在的问题和不足。
酒店管理会所希尔顿酒店设计标准酒店管理会所和设计标准是酒店业非常重要的两个方面。
作为一家顶级国际酒店品牌，希尔顿酒店一直以其高质量的服务和严格规范的管理而著称。
希尔顿酒店的管理会所和设计标准，不仅符合行业标准，而且具有独特的特色，这是希尔顿品牌的成功之处之一。
管理会所是酒店管理团队的核心机构，用于协调酒店各部门的工作，确保服务质量和经营效益。
希尔顿酒店的管理会所采用中央化和分散化两种管理模式。
中央化管理模式下，总部向下分发管理政策和督导酒店运营。
分散化管理模式下，每个酒店都有一个独立的管理团队，具有较大的自主权。
不管采取哪种管理模式，希尔顿酒店的管理会所都注重实现以下目标：1.统一管理。
为了确保所有希尔顿酒店都按照相同的标准进行经营和管理，管理会所在总部设立了各种监督和质量控制系统。
这样可以确保所有酒店都提供高质量的服务和产品。
2.沟通协调。
酒店业涉及到许多不同的方面，包括房务、销售、餐饮、工程、人力资源等。
希尔顿酒店的管理会所通过组织各种会议和培训班，促进不同部门和不同地区的沟通和协调，确保酒店的所有部门都通力合作，共同为客人提供优质的服务。
3.灵活性。
希尔顿酒店的管理会所确保所有酒店都能够在灵活、快速和有效的方式下应对市场需求和变化，以满足客人的不同需求和期望。
除了管理会所，设计标准也是希尔顿酒店非常重要的一项方面。
设计标准涉及到酒店的建筑结构、内部布局、装饰设计、家具摆设等各个方面。
希尔顿酒店的设计标准是按照品牌的标准进行制定的。
这些标准包括：1.品牌一致性。
希尔顿酒店的设计标准保证了所有酒店都具有相同的品牌形象。
这包括希尔顿酒店的标志、颜色、字体等设计元素，所有酒店都要遵守这些标准，以确保品牌一致性。
2.客人需求。
希尔顿酒店的设计标准基于客人需求进行制定。
酒店必须满足客人的舒适性需求、便利性需求和安全需求。
例如，客房必须具有舒适的床铺、良好的隔音效果、良好的照明和空调等。
3.环保、可持续性。
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".。
