Embed Size (px)
Citation preview
hilton.com
© 2007 Hilton Hospitality, Inc.U.S./2007
Building a New Hilton Hotel
3 1
IndexBuilding a New Hilton Hotel 2
Introduction
From Dream to Reality
Learning the Language, Navigating the Systems
Hilton Communication Channels
Online Resources
Building Business
The Pre-Opening Meeting 6
The Pre-Opening Action Plans 8
Ramping Up & Ongoing Support 8
Hilton Brand Programs 10Continuous Improvement Process
The Customer Really Matters
Hilton Serenity Collection™
Hilton Breakfast
Hilton Fitness by Precor®
Hilton Meetings®
Hilton HHonors®
Appendix 12 Timeline for Building a New Hilton Hotel
At-a-Glance – A Brand New Hilton Hotel
Key Department Personnel
Glossary and Definitions
2 3
The Hilton Brand is recognized and trusted by millions of world travelers. Our founder, Conrad Hilton’s philosophy is alive today – “It has been, and continues to be, our responsibility to fill the earth with the light and warmth of hospitality.” When a property raises the Hilton flag and logo, it signals a transformation to the contemporary, first-class hotel experience that travelers expect.
Building a New Hilton HotelBuilding a New Hilton HotelWe believe in the transformational
power of travel. We invite travelers to
discover the innovative ways in which
we help shape their personal journeys.
We are inspiring guests to work, relax
and enjoy, 24/7, regardless of their trip
occasion. Our contemporary, fresh style
encourages our guests to take advantage
of the local experiences. When we say,
“Travel should take you places,” we
want to enhance our guests’ perceptions
from their first impressions at booking
through their entire experience as our
guest. A stay at a Hilton Hotel should be
transformative.
The groundwork to support this
commitment is laid months before the
first Hilton guest registers at any Hilton
Hotel or Resort. To create a
transformative environment, we offer
extensive resources, systems, people
and attention-to-detail to bring your
valuable hospitality asset smoothly
through the new build cycle. The Hilton
Brand bolsters its ownership with proven
systems, dedicated brand performance
personnel and ongoing training at all
levels – before, during and after the
grand opening.
Depending on your hotel property’s size,
location and climatic condition, the time
required from finalization of a Franchise
License Agreement (FLA) to opening as
a brand new Hilton Hotel is based on the
construction timelines. We offer the
following brief overview to help you
anticipate the process requirements and
to familiarize you and your stakeholders
with the Hilton way of doing business.
From Dream to RealityYour team will work closely with a Hilton
Hotels Corporation Developer (HHC
Developer). After the review of the
Uniform Franchise Offering Circular
(UFOC) in the U.S. (or the Disclosure
Documents in Canada and Mexico) and
with the return of the appropriate
acknowledgement receipt and the FTC-
required waiting period, the application
process can begin. Your Developer and
our Franchise Contract Administration
Department will guide and assist. The
first step is to secure “name approval”
for the proposed property, which is
included in the Application Presentation
that is submitted to the Franchise
Committee.
A Proposed Deal Summary outlining
details of the project, as well as our
restrictions, fees and licensing term is
drawn. Upon approval of the Deal
Summary and application plans,
milestone deadlines are set, including an
anticipated opening date. Once the
application is approved, an FLA is sent to
you for execution.
The scope of architectural design is one
of the most important parts of the FLA
approval process. Working with the full
support of your Developer, all aspects of
your hotel property will be evaluated and
items identified that must be added or
altered to bring the property in line with
Hilton Brand Standards. All new build
design projects require the prior approval
of the Hilton Brand Design Team. The
approvals along with the architectural
scope become an integral part of the
FLA. A Hilton Project Manager will work
closely with your ownership group and
onsite teams to accomplish all
improvements, per the approved design
plan prior to opening.
Any proposed management company or
General Manager (GM) appointment
requires Hilton Brand approval. The
criteria and the approval process will be
discussed in detail immediately following
the FLA approval.
At this point, our Hilton Hotel Integration
(HHI) team will begin to work with your
hotel team to build your hotel’s
information in the Hilton database
system. HHI will also help your hotel’s
personnel transition to become valued
members of the Hilton Hotel Family.
Learning the Language, Navigating the Systems
With an executed FLA comes an identity
– all hotels in the Hilton system are
assigned specific codes. Your unique
brand code will identify your property in
various Hilton systems. Once the hotel
has received its code, the property
General Manager will also receive a
Pre-Opening Kit (POK). The POK contains
materials that will be used by a Hilton
Brand trainer working with your hotel’s
Human Resources Manager to train and
direct the GM team on brand programs
like Continuous Improvement Process
(CIP). Hilton provides several regional
brand trainers to ensure your onsite
team receives the highest level of
4 5
support and training.
POK materials include a comprehensive
Hilton Brand Standards Manual, training
videos and collateral material samples of
our brand programs like CIP and the
Customer Really Matters (CRM). The
GM, department heads and various team
members will be required to complete
different levels of training in these
programs.
Hilton Communication Channels The ownership, management company,
GM and other key designees will receive
a login and password for Hilton OnQ
Insider – our online resource for all
things Hilton. This secure, web-based
tool contains all resources, forms,
reports, etc. necessary to run your hotel
within our domain. Again, Hilton provides
complete support and training to assist
the GM and other key personnel to
become comfortable navigating this
expansive yet convenient system. Your
hotel will also receive three free email
addresses for use by the GM, the
Director of Sales (DOS) and the Revenue
Manager (RM) or other designated team
members. Additional Hilton email
addresses are available at a small fee.
With security requests approved and
your brand-supplied email accounts in
place, your pre-opening hotel will begin
to receive property-specific
communications. In addition, important
brand communications will be sent
weekly via the HiltonNews email
newsletter. This is the electronic delivery
method we use to disseminate critical
information across the brand. All brand
communications are sent to the GM and
DOS email addresses. One of the first
communications your hotel will receive
is a Pre-Opening checklist. The checklist
provides an overview and guideline of
major items for your team to be aware
of prior to opening.
Online Resources While your onsite teams, Hilton regional
trainers and the HHI team are all
working in concert together, there are
other dedicated teams working behind
the scenes in Memphis and Dallas to
ensure that all systems are “Go!” on
Opening Day.
Hilton properties utilize the OnQ System
for daily property management. The
IBM-created hardware will be delivered
to your hotel, fully loaded with
management system software to handle
all PMS (Property), RMS (Revenue) and
FMS (Forecasting) operations and
reporting. About the same time you will
receive your POK, an OnQ Team from
Memphis will conduct a two-day site
survey at your hotel to evaluate for OnQ
system requirements. Once they
determine your hardware and software
needs, your Product Sales Analyst (PSA)
will create a contract called the Hotel
Information Technology Systems (HITS)
Agreement for the purchase and
delivery of your system. For most
hotels, this investment falls between
$60,000 and $150,000.
After the return of the approved HITS
Agreement, the necessary equipment
will be built and shipped to the site.
Your hotel will be required to set up a
computer training room at least 60 days
prior to opening (size will be determined
by the total number of hotel
workstations needed). You’ll receive
computer bases training models and
tutorial for team members to complete
at various levels. Team members will be
tested and must be certified at
appropriate levels for proficiency on the
OnQ system prior to opening.
It’s important to note that before, during
and after opening, your onsite teams
will have access to many regional and
individual Hilton training options. We
have trainers to train your trainers! After
your hotel opens, a Hilton OnQ
Specialist will spend two to three days
at the hotel with the GM team to
reinforce prior training and address
issues and concerns. While opening an
entire computerized operation system is
no small task, we are confident that our
OnQ Team and your well-trained hotel
team members will deliver seamless
customer service at opening.
Building Business The Global Distribution Management
(GDM) department in Dallas is in charge
of building your database into our
system. This complex set of data will
supply and affect your hotel’s bookings
within the Central Reservations System
(CRS), Global Distribution System and
Hilton.com functions. It is very
important to note that, depending on
the number of hotels in the GDM
pipeline, it will generally take a
minimum of 30 days for the data-build
to enter all systems. This data-build will
not occur until after the Pre-Opening
Meeting. Your onsite teams should be
prepared to allot appropriate time to this
important process.
6 7
The Pre-Opening Meeting is an intensive three-day onsite meeting:
Day 1: The HHI team will provide a general Hilton orientation and introduce your hotel’s management team to our Hilton operational processes.
Day 2: Present added values, like efficiencies within the Hilton Family, Hilton HHonors and many other successful programs.
Day 3: Review the competitive landscape, identify opening strategies and discuss the hotel’s participation in vital Hilton database systems.
The Pre-Opening Meeting
The Pre-Opening MeetingHilton Hotel Integration (HHI) will contact
your GM to set a date and deliver the
agenda for this essential meeting.
Typically these meetings include the GM,
DOS, Revenue Manager and department
heads. These sessions are open to your
ownership/management companies,
along with regional support.
While your GM and team are working
through the Pre-Opening Critical Path,
two large Pre-Opening Workbooks will be
sent from HHI for your review. The
material contained in Workbooks #1 and
#2 can be found on OnQ Insider as well.
All forms and assessments in Workbook
#1 must be completed before the
Pre-Opening Meeting convenes.
During the meeting, assigned pre-work
from the Workbook #1 will be reviewed.
The Hotel Information Database (HIDB)
Competitive Set Valuation, Requested
Competitive Set, Value Assessment Tool
and Room Type Configuration Forms
must be completed and submitted in
electronic format.
Information submitted via HIDB will feed
the GDS systems, Hilton.com, RFPs and
internet sites. It is crucial that all
information provided is accurate and
complete. These completed forms from
your Workbooks will be used to “build”
you hotel in the Hilton systems by GDM
in Dallas and OnQ in Memphis.
During the Pre-Opening Meeting,
Workbook #2 items will also be
addressed, including topics like rates
and rate programs, consortia, national
and local accounts, training, distribution
channels, market category standardization
and visibility on Hilton.com.
8 9
The Pre-Opening Action Plans
As a result of the Pre-Opening Meeting, follow-up action plans are constructed.
A Pre-Opening Action Plan will provide a Critical Path to follow in the final phase of
Pre-Opening. A Pre-Opening Marketing & Sales Action Plan provides detailed
requirements and recommendations for pre-opening priorities, rate and revenue
maximization, internal procedures, marketing, advertising and more.
Upon successful completion of required training – and assuming that the hotel and its
databases are built into all systems – your hotel property will open under the Hilton
Brand. Your hotel’s timeline may vary based on construction schedules.
Ramping Up & Ongoing SupportAt Hilton, we pride ourselves on the consistently high level of service that is delivered
to our guests. Meeting and maintaining high standards is paramount. This cannot be
accomplished without effort and commitment from our ownership groups and their
fine management teams. We value and appreciate those commitments and respond
by making sure that your hotel’s GM and staff receive everything they need to make
your hotel the category leader in your marketplace.
After opening, you’ll receive regular visits, training, materials, evaluation and help
from a Hilton Regional Director of Brand Performance Support, a Regional Brand
Education Manager and a Regional Director of Revenue Management.
We hope you will agree our detailed approach to hospitality is, in large part, what
sets us apart from other brands.
10 11
Hilton combines a unique heritage with contemporary thinking, a passion for delivering outstanding service and care for our guests and team members. Hilton has blazed the trail in the hotel industry since 1919. All around the world Hilton is bringing ”Work, Relax, Enjoy” to life. Our core programs help make this possible for our guests 24/7.
Hilton Brand ProgramsContinuous Improvement Process (CIP)Hilton believes travel is an opportunity
for transformation. Our Continuous
Improvement Process allows us to keep
our hotels in top condition and
encourages our team members to learn
new ways to prove themselves as the
Masters of the Art of Hospitality.
The Customer Really Matters (CRM)A company-wide initiative that reflects
our commitment to providing our best
guests the recognition they have
earned. This program enables us to
deliver an experience that meets
specific needs and preferences, from
maintaining customer profiles, to the
check-in process, to first-time guests’
service recovery, to customer privacy
policies. Our guests’ satisfaction is the
most important thing in the world.
Hilton Serenity Collection™
The Hilton Serenity Collection is more
than just a bed. With the Serta Suite
Dreams® mattress, down duvets and
pillows and 250 thread count linens, we
offer our guests the most luxurious
sleep they will ever experience. In the
bath we add a touch of the spa
experience with La Source® collection
of bath amenities by Crabtree &
Evelyn®.
Hilton Breakfast Our new Hilton Breakfast is a breakfast
offering that will meet each and every
guest’s request for the taste and
service-style they prefer. This includes
breakfast on-demand that offers both à
la carte and menu selections. It is a
comprehensive buffet featuring a
descriptive “Follow Your Color” guide
providing an easy way for health-
conscious guests to choose their
individual breakfast based on basic
nutritional labeling (e.g., low fat, low
sodium or high fiber selections).
Hilton Fitness by Precor® Hilton Fitness by Precor offers the
essentials for your workout: cardio
machines, free weights, water, courtesy
towels and room to stretch. New Hilton
Fitness by Precor presents the latest
equipment for a more personalized
workout. Every Precor elliptical,
treadmill and bike comes with its own
TV screen and headphones.
Hilton Meetings® Hilton Meetings is a product that
provides a consistent, simple solution
to the meeting planner who is booking
a meeting for less than 50 people, in
theater-style or smaller boardroom-
style meetings.
Hilton HHonors® Hilton HHonors, our award-winning
guest reward program, is the only hotel
program that offers both hotel points
and airline miles for each eligible stay.
This unique ability to Double Dip®, along
with Hilton’s industry-leading number of
travel partners, has made the program
an unqualified success with more than
13 million loyal HHonors members
around the world. One of the most
valuable assets of the HHonors program
is its unprecedented access to loyalty
programs and travel partner databases
of frequent travelers. With this resource
we are able to target our marketing
efforts more cost effectively and deliver
customer intelligence to help improve
overall hotel performance.
12 13
This timeline illustrates steps and sequence for a typical new hotel opening. Your timeline may vary based on construction
timelines.
AppendixTimeline for Building a New Hilton Hotel
Phase III
– Product Sales Analyst creates HITS Agreement
for purchase and delivery of hotel IT system and
T1 installation– Set up computer training room
and receive training modules/tutorials – begin training team
members – Hilton Integration Team sets Pre-Opening
Meeting and delivers agenda, workbook materials, forms and assessments for completion by GM and hotel management team– Pre-Opening Meeting (three days) conducted onsite,
all forms completed– Hotel information entered into databases for Hilton
system build by GDM and OnQ – 30-day lead time required
– Implement pre-sell of hotel guest rooms
Phase II
– Work with Hilton Project Manager on construction standards and schedules
– Hotel information placed into HIDB system– Begin work with Hilton Hotel Integration team– Receive property code for identity in Hilton system– Receive Pre-Opening Critical Path and POK– Request/receive security, login and password access to
HiltonNet/OnQ Insider and digital systems– Receive GM, DOS and RM email addresses
– Begin receiving property-specific and brand communications
– OnQ Team reviews outline for system hardware
Phase IV
– Design & Construction Project Manager reviews timeline
– Review Hotel Action Plan and progress
– GM and hotel team are tested and certified on OnQ PMS
– Open as a brand new Hilton Hotel!
Phase I
– Disclosure – receive Hilton UFOC or Disclosure Documents
– Return appropriate receipt to Developer– Make application and remit fees*– Application presentation submitted to
Franchise Committee– Application approval –
set Plans & Milestones deadlines– Finalize and execute Franchise License Agreement (FLA)– Submit design & construction documents for
approval
Rece
ive H
ilton UFOC
Finalize FLA
Begin Design & Construction
Design App
rova
lsFIRST
90 DAYS
Rec
eive
Pre
-Ope
ning Critical Path Receive Training M
odules
Begin Training
Pers
onne
l
Pre-Opening Meeting
91 –120 DAYS
Last 60 Days– Hilton Hotel Integration
Team Follow-Up
– Hotel Action Plan Review
– Review Timelines
Open as a Brand New Hilton Hotel
*For current fee requirements and structures, please contact your HHC Developer directly.
Appendix At-a-Glance – A Brand New Hilton Hotel
From Dream to Reality – Begin application process and sign UFOC – Milestone deadlines set for the entire scope of work as outlined in the Hilton Brand Design & Construction Standards – Hilton Brand design team to approve all new build design projects
Learning the Language, Navigating the Systems – Hotel assigned specific code within the Hilton system – Pre-Opening Kit (POK) – sent to the General Manager – Hotel team leads required to complete training on material in POK
Hilton Communications Channels – Hilton OnQ Insider - GM and other key designees receive login and password – @hilton.com email addresses – three free addresses provided to the Hotel – HiltonNews email newsletter – important brand communication sent weekly via email – Pre-Opening Checklist sent via email
Online Resources – OnQ Team evaluates the hotel for OnQ system requirements – Hotel Information Technology Systems (HITS) Agreement created, investment costs for most hotels range between $60,000 and $150,000 – 60 days prior to opening - computer-training room to be set up – Team members tested and certified the OnQ system prior to opening
Building Business – Global Distribution Management (GDM) team will build your database into our system. This complex data will supply and affect your Central Reservations System (CRS), GDS and Hilton.com functions. – There is a minimum of 30 days for data-build to enter all systems.
The Pre-Opening Meeting – 3-day onsite meeting for GM, DOS, Revenue Manager and department heads – Pre-Opening Workbooks #1 and #2 – sent to the Hotel – Workbook #1 forms and assessments to be completed prior to the Pre-Opening Meeting – 30 days to process forms and “build” the Hotel within all the Hilton systems – Workbook #2 - items will be addressed during the Pre-Opening Meeting
The Pre-Opening Action Plans – A Critical Path is provided to team members to follow for all items that are not Sales & Marketing related – A Pre-Opening Marketing & Sales Action Plan provides detailed requirements and recommendations
Ramping Up – Hotel will receive regular visits, training, materials, evaluation and help from Hilton experts
Hilton Brand Programs – Continuous Improvement Process (CIP) – The Customer Really Matters (CRM) – Hilton Serenity Collection™
– Hilton Breakfast – Hilton Fitness by Precor®
– Hilton Meetings®
– HHonors®
14 15
GDS (Global Distribution Systems) –
the entire electronic travel information
network that encompasses most of the
key players, including travel agent user
systems such as Apollo and SABRE, as
well as consumer systems. GDS feeds
information to most of the internet
online services like America Online and
Earthlink, as well as online travel sites
like Travelocity, Orbitz and Hotels.com.
HHC - Hilton Hotels Corporation.
HHI (Hilton Hotel Integration) – this
department works closely with new
hotels coming into the system, providing
full integration and transition support.
HHonors - Hilton HHonors® is our
guest loyalty program for our very best
guests. It allows them to earn both
Points & Miles® for stays at more than
2,800 hotels worldwide and airline miles
with over 50 airline partners. No other
hotel frequency program offers both
points and miles.
HIDB (Hotel Information Database) –
the information input to HIDB is
the basis for the hotel’s listing on
Hilton.com, GDS, HRCC and OnQ.
It is also used to complete RFPs.
HLBFS (Hotel Level Budgeting &
Forecast System) – system used by
HHC–managed hotels to create
high-level revenue forecasts and annual
budgets. For hotels with OnQ FM and
exported to HLFBS.
HRCC (Hilton Reservations &
Customer Care) – the Hilton Family of
Hotels central reservations. The offices
are located in Hemet, CA; Streator, IL;
Dallas, TX; Tampa, FL and Hazelton, PA.
HSC (Hilton Support Center) – for
system concerns (1-800-HelpHelp).
HSW (Hilton Sales Worldwide) –
solicits potential top accounts and travel
managers of volume-producing accounts
for the Hilton Family of Hotels. HSW
focuses on maximizing revenues and
increasing global market share.
OnQ CRS (OnQ Central Reservation
System) – the integrated suite of hotel
technology used by HHC for property
management, rate and inventory, sales,
reporting, etc.
OnQ FM(S) (OnQ Forecast
Management System) – a rooms-
inventory forecasting system that
integrates OnQ RM, CRS, OnQ PMS
and STAR. For HHC-managed hotels, it
also integrates with DMPE and HLBFS.
OnQ Insider – web-based
proprietary site that provides links to
brand information, property reports and
data for the Hilton Family of Hotels. It
provides links to website support,
Quality Assurance (QA), HIDB Web,
accounts payable systems, Executive
Information System (EIS) and other
company data.
OnQ PMS (OnQ Property
Management System) – hotel-based
system for managing guest accounts,
accounts receivable and history.
OnQ RI (OnQ Rate & Inventory) –
system used for Special Rate Plan (SRP)
creation and management of hotel room
inventory.
Brand – a trademarked name, like
Hilton®, that is part of the Hilton Family
of Hotels (e.g., Conrad, Doubletree,
Embassy Suites, etc.).
Brand Code – one or more letters
used to identify the brand. Hilton Hotels
can be represented by the letters HH.
CBT (Computer Based Training) –
computer program designed to train
all hotel team members in a wide range
of subjects, including system use,
marketing programs and service skills.
CIP (Continuous Improvement Process) –
process in which an issue, identified
through the priority report as an
improvement opportunity, is analyzed
regarding the current situation. Goals
are set for the future, causes identified
and a plan is crafted to affect change.
Competitive Set – a group of
hotels is chosen to serve as a standard
set of suitable competitors, against
which performance is measured.
Competitors are usually chosen based
on the location, product similarities
and/or price similarities.
CRS (Central Reservation System) –
system used by the hotels and
reservations offices to book
reservations, which are stored in a
mainframe computer housed in
Memphis, Tennessee.
CTYHOCN – sometimes called
Hotel Code, stands for CTY – airport
code, HO – hotel name, CN – chain
name/management affiliation (e.g.,
CTYHOCN : SFOFD).
Developer – HHC personnel
responsible for identifying prospective
franchisees and developing Hilton
Properties, either conversion or
new build.
DMPE (Delphi Multi-Property Edition) –
sales software that allows users to view
and sell for multiple properties from any
DMPE workstation. For management
groups with DMPE, it is the primary
source of group booking information.
DOSM or DOS (Director of Sales
and Marketing) – responsible for Sales
and Marketing efforts for the hotel.
DRM (Director of Revenue
Management) – responsible for hotel
revenue management, including
transient pricing, assistance with group
pricing and thresholds, length-of-stay
controls, implementation, etc. DRM can
oversee an individual hotel or a group of
hotels.
FLA (Franchise License Agreement) –
legal document outlining the terms of
Hilton licensing, franchise fee payments
and schedule, default provisions, etc.
GDM (Global Distribution
Management) – the HHC team
responsible for initializing each hotel’s
rates, room types and inventory in the
reservation system, along with the
Global Database Systems. This team’s
work is especially intense during each
annual Request for Proposal (RFP)
season during the third/fourth quarters.
GDM functions include:
CRS (Central Reservation System) –
1-800-Hiltons
GDS (Global Distribution System) –
to service travel agents and
consortiums
Hilton.com – your own hotel webpage,
tools and internet presence
Appendix Key Department Personnel Bruce Sneller
Director of Brand Performance
New Hotels and Transitions
Hilton Hotels Corporation
223 E 33rd PL
Tulsa, OK 74105
Office: 918.619.6750
Mobile: 918.809.8807
Joanne Alexander
Coordinator New Hotels/Transitions
Hilton Hotels Corporation
Tel: 914.921.5760
Fax: 914.921.5761
Glossary and Definitions
16 17
OnQ RM(S) (OnQ Revenue
Management System) – an OnQ
software application that develops
projections of business levels and
unconstrained transient demand,
turning those projections into
recommendations for maximizing
revenue.
OnQ RM - interfaces with a number
of different systems. It reports future
booking and projections to OnQ FM.
POK (Pre-Opening Kit) – materials for
training hotel HR and GM and
management staff on Hilton programs,
which includes comprehensive Hilton
Brand Standards Manual, training
videos, collateral materials, etc.
Project Manager – Hilton specialist
who works with the onsite teams to
ensure compliance with Design &
Construction Brand Standards.
PSA (Product Sales Analyst) –
IT specialist who will create a Hotel
Information Technology Systems
Agreement for purchase and delivery of
Hilton IT system, pursuant to the OnQ
team’s evaluation.
QA (Quality Assurance) – the
department that audits hotels to assist
the management team at the property
level to identify cleanliness, Hilton
Brand Standards and condition issues.
An auditor from QA will visit each
property twice a year.
RDBPS (Regional Director of Brand
Performance Support) – each director is
assigned a portfolio of hotels and
is your one-stop resource for all
Hilton programs. The Directors conduct
property visits twice a year
to help identify potential issues and
provide direction and supply overall
support for the property.
RDRM (Regional Director of Revenue
Management) – this individual provides
guidance and training regarding selling
strategies and the most effective use of
the Revenue Management Systems.
RFP (Request for Proposal) – a
formalized process in which companies
or consortiums request bids for
contracted rates. The companies select
which bids they will accept and
designates those hotels as “preferred”
for their corporate travelers.
SALT (Satisfaction and Loyalty
Tracking) – a guest survey tool that is
sent randomly to guests after checkout,
requesting feedback on their stay.
Results are reported and include each
response, brand comparisons and
rolled–up reports.
SRP (Special Rate Plan) – a
sub-inventory of rooms and rates
offered to a select group or providing
extra service to amenities. Also called a
Rate Plan (e.g., Hilton BounceBack or
Romance Packages).
UFOC (Uniform Franchise Offering
Circular) – provided to all prospective
franchisees at least 10 business days
prior to payment of monies or signing
of agreements.
Appendix Glossary and Definitions (continued)
