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EXHIBIT H EXHIBIT H The Waldorf Astoria Brand Operating Standards Table

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EXHIBIT H EXHIBIT H The Waldorf Astoria Brand Operating Standards Table Powered By Docstoc
					                                EXHIBIT H

                             The Waldorf Astoria
                         Brand Operating Standards
                              Table of Contents


100.00   Introduction
101.00   Brand Culture
102.00   Brand Promise
103.00   Core Values
104.00   Brand Mission

200.00   Brand Standards Compliance
201.00   General
202.00   Facilities

300.00   Reservations & Distribution
301.00   General
302.00   Systems Profile
303.00   “Our Best Rates - Guaranteed.”
304.00   Enforcement of Distribution Standards
305.00   Travel Agent Commission Program

400.00   HHonors Program
401.00   Program Requirements
402.00   HHonors Guest Manager
403.00   In-Hotel Benefits
404.00   The 48-Hour Guarantee
405.00   Relocation of HHonors VIP
406.00   HHonors Reward Inventory
407.00   HHonors Protocol for Front Office
408.00   CRM Experience

500.00   Guest Arrival & Departure
501.00   Lobby Service Positions
502.00   Check-in & Registration
503.00   Checkout & Departure

600.00   Guest Room & Bathroom
601.00   General
602.00   Housekeeping
603.00   Products
604.00   Bed, Bed Linen, Top-of-Bed, Terry
605.00   Bathroom Amenities & Accessories
606.00   Room Furnishings & Accessories
607.00   Cribs
608.00   TV & In-Room Entertainment
609.00   Guest Services Directory
                                 EXHIBIT H

700.00    Guest Services
701.00    Parking & Garage
702.00    Transportation & Service Vehicles
703.00    VIPs
704.00    Pets
705.00    Newspapers
706.00    Children
707.00    Babysitting
708.00    Guests with Disabilities
709.00    Medical Requests
710.00    Lost & Found
711.00    Incoming Packages, Mail & Fax
712.00    Laundry & Dry Cleaning

800.00    Concierge

900.00    Food & Beverage
901.00    General
902.00    Marketing & Advertising
903.00    Hours of Operation
904.00    Outlets
905.00    Products
906.00    All-Day Dining Restaurant
907.00    Breakfast
908.00    In-Room Dining
909.00    Bar & Peacock Alley
910.00    Banquets & Catering

1000.00   Recreation & Fitness
1001.00   Pool & Whirlpool
1002.00   Cabanas
1003.00   Beach
1004.00   Fitness Center
1005.00   Jogging

1100.00   Spa & Salon
1101.00   Spa
1102.00   Salon

1200.00   Business Center

1300.00   Waldorf Meetings
1301.00   Brand Vision
1302.00   General
1303.00   Amenities & Equipment
1304.00   Meeting Rooms
1305.00   Coatroom
                                EXHIBIT H

1400.00   Waldorf Weddings
1401.00   Brand Vision

1500.00   Retail & Concessionaires
1501.00   Concessionaires
1502.00   Retail Outlets
1503.00   Gift Shop
1504.00   Displays

1600.00   Safety & Security
1601.00   Safety Programs
1602.00   Security
1603.00   Guest Room Keys
1604.00   Master Key Control
1605.00   Guest Room Security
1606.00   Restriction on House Phones
1607.00   Water Supply & Refrigerator Temperatures
1608.00   Fire Safety Systems
1609.00   Lost and Found

1700.00   Technology
1701.00   OnQ
1702.00   Email
1703.00   Third Party Computer Equipment & Software
1704.00   High Speed Internet Access
1705.00   Guest Room Telephones
1706.00   Guest Room Telephone Services
1707.00   Telephone Service Vendors (North America)
1708.00   Telecommunications Access (North America)
1709.00   Telecommunications Pricing Information

1800.00   Human Resources
1801.00   Service Professionals
1802.00   Uniforms
1803.00   Management Team
1804.00   Manager on Duty
1805.00   Hiring & Development
1806.00   Dining Facilities
1807.00   New Service professionals’ Cultural Requirements
1808.00   Training Programs
1809.00   Team Member Travel Program (TMTP)

1900.00   Sales & Marketing
1901.00   Sales
1902.00   Advertising & Promotions
1903.00   Websites
1904.00   Guest Access & Privacy Policy
1905.00   Brand Trademark Use
                               EXHIBIT H

1906.00   Merchandising
1907.00   Promotions
1908.00   Sales & Marketing Programs
1909.00   Signature & Related Graphics
1910.00   Exterior Graphics
1911.00   Displaying the Flag
1912.00   Branded Items

2000.00   Additional Services
2001.00   Service Recovery
2002.00   Property Operations
2003.00   Engineering and Maintenance
2004.00   Outdoors & Landscape
2005.00   Lobby & Public Areas.
2006.00   Rehabilitation Requirements
2007.00   Non-Smoking Requirements
2008.00   Furniture, Fixtures & Equipment
2009.00   Itemization of Charges
2010.00   Financial Reporting & Accounting
2011.00   Approved Credit Cards
2012.00   Room Data Integrity Features

2100.00   Insurance
2101.00   General Requirements
2102.00   Insurance Required During Construction
2103.00   Insurance Required of Owner During Operations
2104.00   Adequacy of Insurance

				
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