Becoming a Hilton Hotel

hilton.com
© 2007 Hilton Hospitality, Inc. U.S./2007
Index
Becoming a 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 Conversion Action Plans 8

Ramping Up & Ongoing Support 8

Hilton Brand Programs 10

Continuous Improvement Process
The Customer Really Matters
Hilton Serenity Collection™
Hilton Breakfast
Hilton Fitness by Precor®
Hilton Meetings®
Hilton HHonors®

Appendix 12
Timeline for Conversion to Hilton Brand
At-a-Glance – Becoming a Hilton Hotel
Key Department Personnel
Glossary and Definitions

1
 Becoming a Hilton Hotel
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.
2 3
Becoming a Hilton Hotel
We 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 that bring your
valuable hospitality asset from its
current status through full conversion.
The Hilton Brand bolsters its ownership
with proven systems, dedicated brand
performance personnel and ongoing
training at all levels – before, during and
after the conversion.
Depending on your hotel property’s size,
location and condition, the time required
from finalization of a Franchise License
Agreement (FLA) to opening as a Hilton
is normally a minimum of 90 days.
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 Reality
Your 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
acknowledgment receipt, the application
process can begin. Your Developer and
our Franchise Contract Administration
Department will guide and assist.
The Product Improvement Plan (PIP) –
one of the most important parts
of the FLA approval process, is
generated as a result of an extensive
site inspection. Working together with
your Developer, all aspects of your hotel
property will be evaluated and items will
be identified that must be added or
altered to bring the property in line with
Hilton Brand Standards. All design and
renovation projects require the prior
approval of the Hilton Brand design
team. The approvals, along with the PIP,
become an integral part of the FLA.
A Hilton Project Manager will assist your
ownership group and onsite teams to
accomplish all improvements, per the
approved design plans and the PIP, prior
to opening.
Milestone deadlines will be set,
including anticipated conversion date,
any renovation work required before
opening as outlined in the PIP. Once
the application is approved, an FLA is
sent to you for execution.
Any proposed management company or
General Manager 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 integrate your hotel’s
information into 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 (GM) will also receive
a Pre-Opening Kit (POK). The POK
contains materials that will be used by
Hilton Brand trainers working with your
hotel’s Human Resources Manager to
train and direct the GM team on brand
initiatives and programs like Hilton
Orientation, Service Training, Journey
Ambassador and Continuous
Improvement Process (CIP). Hilton
provides several regional brand trainers
to ensure your onsite team receives the
highest level of 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, Director of
Sales (DOS) and Revenue Manager
(RM) or other designated team
members. Additional Hilton email
addresses are available at a small fee.
4 5
With security requests approved and
your brand-supplied email accounts in
place, your pre-conversion 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. This
checklist provides an overview and
guideline of major items for your team to
be aware of prior to conversion.
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 your current assets 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 conversion (size will be
determined by the total number of hotel
workstations needed). You’ll receive
computer basic training models and
tutorials 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 conversion.
It’s important to note that before, during
and after conversion, your onsite teams
will have access to many regional and functions. It is very important to note
individual Hilton training options. We have that, depending on the number of
trainers to train your trainers! After your converting hotels in the GDM pipeline,
hotel opens, a Hilton OnQ Specialist will it will generally take a minimum of 30
spend two to three days at the hotel with days for the data-build to enter all
the GM team to reinforce prior training systems. This data-build will not occur
and address issues and concerns. While until after the Pre-Opening Meeting.
converting an entire computerized operation Your onsite teams should be prepared
system is no small task, we are confident to allot appropriate time to this
that our OnQ Team and your well-trained important process.
hotel team members will deliver seamless
customer service at conversion.
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
 The Pre-Opening Meeting

The Pre-Opening Meeting is an The Pre-Opening Meeting

As soon as possible, Hilton Hotel
During the meeting, assigned pre-work
from Workbook #1 will be reviewed. The
accounts, training, distribution channels,
market category standardization and

intensive three-day onsite meeting: Integration (HHI) will contact your GM

Day 1: The HHI team will provide a general Hilton
orientation and introduce your hotel’s management
team to our Hilton operational processes.
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
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
visibility on Hilton.com. HHI will also
review your conversion letter, which
will allow your hotel to switch over to
Hilton representation in the GDS. The
conversion letter should be submitted
no later than 45 days prior to the
targeted conversion date.

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.
companies, along with regional support.
While your GM and team are working
through the Pre-Opening Checklist,
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.
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”
your hotel in the Hilton systems by
GDM in Dallas and OnQ in Memphis.
During the Pre-Opening Meeting,
Workbook #2 items will be addressed,
including topics like rates and rate
programs, consortia, national and local

6 7
 The Conversion Action Plans
As a result of the Pre-Opening Meeting, follow-up action plans are constructed.
The Conversion Action Plan will provide a guideline to follow in the final phase of
pre-conversion. A Pre-Conversion Marketing & Sales Action Plan provides detailed
requirements and recommendations for pre-opening priorities, rate and revenue
maximization, internal procedures, marketing, advertising and more.

Upon completion of all PIP items, the Action Plan progress, OnQ testing and
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, but the entire process can require
up to 180 days.

Ramping Up & Ongoing Support

At 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 conversion, you’ll receive regular visits, training, materials, evaluations 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 that our detailed approach to hospitality is, in large part, what
sets us apart from other brands.

8
 Hilton Brand Programs
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.
10
Continuous 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 an unqualified success with more than
breakfast on-demand that offers both 13 million loyal HHonors members
à la carte and menu selections. It is around the world. One of the most
a comprehensive buffet featuring valuable assets of the HHonors program
a descriptive “Follow Your Color” guide is its unprecedented access to loyalty
providing an easy way for health- programs and travel partner databases of
conscious guests to choose their frequent travelers. With this resource we
individual breakfast based on basic are able to target our marketing efforts
nutritional labeling (e.g., low fat, low more cost effectively and deliver
sodium or high fiber selections). customer intelligence to help improve
overall hotel performance.
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
11
 Appendix Appendix
Timeline for Conversion to Hilton Brand At-a-Glance – Becoming a Hilton Hotel
This timeline illustrates steps and sequence for a typical conversion/opening based on a 180-day schedule. Your actual conversion/ Introduction
– Opening as a Hilton Hotel requires minimum steps that typically take no less
opening time may vary and is solely dependent upon completion of the PIP.
than four months to complete. Your actual conversion time will vary depending
on completion of the PIP
Days 1-45 Days 46-90 From Dream to Reality
– Disclosure – receive Hilton UFOC or – Work with Hilton Quality Team & Hilton Project – Begin application process and sign UFOC
Disclosure Documents Manager on PIP items – Hotel property evaluated using Hilton Brand Standards
– Return appropriate receipt to Developer – Hotel information placed into HIDB system – Product Improvement Plan (PIP) outlined and milestone deadlines set
– Make Application and Product Improvement Plan (PIP) – Begin work with Hilton Hotel Integration team Learning the Language, Navigating the Systems
Request – remit application and PIP fees* – Receive property code for identity in Hilton system – Hotel assigned specific code within the Hilton system
– Schedule PIP site inspection – Receive Pre-Opening Checklist and POK – Pre-Opening Kit (POK) – sent to the General Manager
– Application presentation submitted to – Request/receive security, login and password access – Hotel team leaders required to complete training on material in POK
Franchise Committee to HiltonNet/OnQ Insider and digital systems
– Application approval – – Receive GM, DOS and RM email addresses Hilton Communication Channels
set Plans & Milestones deadlines – Begin receiving property-specific and brand – Hilton OnQ Insider – GM and other key designees receive login and password
– Finalize and execute Franchise License communications – @Hilton.com email addresses – three free addresses provided to the Hotel
Agreement (FLA) – OnQ Team conducts two-day site – HiltonNews email newsletter – important brand communication sent weekly via email
Be survey, determines system hardware – Pre-Opening Checklist sent via email
OC gin
n UF W and software needs Online Resources
lto or
Hi Chec
klist
Re
k – OnQ Team evaluates the hotel for OnQ system requirements
ing ce – Hotel Information Technology Systems (HITS) Agreement created, investment

on
ive

en ive
Op

PI
ce

e-
Tr costs for most hotels range from $60,000 to $150,000

PI
Re

– 60 days prior to opening – computer training room to be set up

ain
r

tem
eP

Last 60 Days
ing
eiv

– Team members tested and certified on the OnQ system prior to conversion

s
Mo
Rec

– Hilton Hotel Integration Building Business

dule

Team Follow-Up
– Global Distribution Management (GDM) team will build your database into our system
s

FIRST 91 –
90 DAYS 120 DAYS – Hotel Action Plan Review This complex data will supply and affect your Central Reservations System (CRS), GDS,
– Review PIP Statues & Timelines and Hilton.com functions
Days 136-180 Days 91-135 – There is a minimum of 30 days for data-build to enter all systems

– Submit conversion letter Open Under – Product Sales Analyst The Pre-Opening Meeting
el
nn

30 days prior to targeted Hilton Brand creates HITS Agreement – 3-day onsite meeting for GM, DOS, Revenue Manager and department heads
rs o

conversion date (applicable for purchase and delivery – Pre-Opening Workbooks #1 and #2 – sent to the Hotel
Pr

Pe

it
e-

pe g – Workbook #1 forms and assessments to be completed prior to the Pre-Opening Meeting

gK

only to conversion hotels, in of hotel IT system and

O

n in i n
gM ra – 30 days to process forms and “build” the Hotel within all Hilton systems
nin

not new builds) in T T1 installation

2-

ay eeti Beg
pe

ng – Workbook #2 items will be addressed during the Pre-Opening Meeting

D

– Hilton Hotel Integration team Si - O – Set up computer training

te
sends follow-up action plans
– Review Hotel Action Plan and
progress
– Complete all items on PIP
– GM and hotel team are tested and certified
on OnQ PMS
– Open under Hilton Brand!
re
Su iv eP room and receive training – 45 days prior to the targeted conversion date – the conversion letter is submitted
rv e e
y R ec modules/tutorials – begin training The Conversion Action Plans
team members – The Conversion Action Plan provides a guideline to follow in the final phase of
– Hilton Integration Team sets Pre- pre-conversion
Opening Meeting and delivers agenda, – A Pre-Conversion Marketing & Sales Action Plan provides detailed requirements
workbook materials, forms and assessments for and recommendations
completion by GM and hotel management team
– Pre-Opening Meeting (three days) conducted onsite, Ramping Up
all forms completed – Hotel will receive regular visits, training, materials, evaluation and help from Hilton experts
– Hotel information entered into databases for Hilton
Hilton Brand Programs
system build by GDM and OnQ – 30-day lead time
– Continuous Improvement Process (CIP)
required
– The Customer Really Matters (CRM)
– Implement pre-sell of hotel guest rooms
– Hilton Serenity Collection™
– Hilton Breakfast
– Hilton Fitness by Precor®
– Hilton Meetings ®
– HHonors ®

*For current fee requirements and structures, please contact your HHC Developer directly.

12 13
 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
Glossary and Definitions
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.
14
Joanne Alexander
Coordinator New Hotels/Transitions
Hilton Hotels Corporation
Tel: 914.921.5760
Fax: 914.921.5761
joanne_alexander@hilton.com
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
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.
15
 Appendix
Glossary and Definitions (continued)
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.
PIP (Product Improvement Plan) – part
of the FLA and the result of an
inspection by QA.
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 employee
who works with onsite teams to
complete all items on the Property
Improvement Plan (PIP) prior to
opening.
16
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.