1、2.1 Airport HotelKEY AREAS - All2.1.1To qualify as an airport hotel the Hotel must be located within the locally recognised geographical airport area of a commercial airport for maximum guest convenience.2.1.2If the Hotel qualifies as an airport hotel, it must provide an airport transport service wh
2、ere theHotel is not directly adjacent to the airport and local transport regulations permit such a service. 2Product Line Designation .PURPOSE: To remain consistent with guests perception of an airport hotel designation and its proximity to a commercial airport.RESOURCES/REFERENCES OTHER RELEVANT SE
3、CTIONS For further information on hotel vehicles for guest usage, please refer to the Hilton Brand Service Standards section of this Manual.Hilton Brand StandardsIssue One: April 2005 2.2 Hilton Worldwide ResortsKEY AREAS - All2.2.1The resort must be self contained and in a holiday destination, know
4、n for either its beach, diving, skiing, golf, spa or eco tourism facilities. The resort must offer all the accommodation, facilities, programmes of entertainment and a menu of activities as specified in the Hilton Worldwide Resort Designator Document. The resort must appeal to and cater for differen
5、t age groups and genders. The resort must facilitate Hilton tested and approved excursions organised by the resort or a third party/contractor or Concessionaire, which will enable guests to discover the local environment, culture and ethnicity of the area. The resort must manage the guest mix at the
6、 resort according to the allocated icon category/categories (see below) to ensure delivery of the advertised experience.2.2.2Hilton Worldwide Resorts has developed 6 categories by which the resort experience can be identified and marketed. These are: Romance Family Spa Golf experience Diving All Inc
7、lusiveThe resort must be allocated at least one of the above icons (and up to a maximum of four icons). The Hilton Worldwide Resort representative allocates these icons according to the resorts facilities and attributes, which are then approved by the Director of Product Development.2.2.3The resort
8、must run an operation with outstanding, informal and friendly service. The Credo must be enforced. It consists of 16 key words, each representing opportunities for every Team Member to maximise his or her personal contribution towards a hassle-free, and seamless service experience. Selected senior m
9、anagers must be appointed as trainers/coaches and become the champions of the Credo. New Team Members must have at least 2 days resort induction and, thereafter, all Team Members interacting with guests must have a 30-minute top up course at least once a month, to be given by one of the appointed tr
10、ainers/coaches.PURPOSE: The Hilton Worldwide Resorts experience must ensure that guests enjoy easy, consistent, friendly, hassle-free and high quality service throughout their holiday. Hiltons aim is to remain consistent with guests perception of Hilton Worldwide Resorts as a resort destination with
11、 the primary resort amenity on site or nearby. Meeting this expectation drives guest satisfaction and repeat business.2Product Line Designation .Hilton Brand StandardsIssue One: April 20052.2 Hilton Worldwide Resorts (cont)KEY AREAS - All2.2.3(cont) Outstanding service moments must be rewarded throu
12、gh motivating and incentivising Team Members using Esprit as a guide.RESOURCES/REFERENCES Hilton Worldwide Resorts Product and Service Standards Hilton Worldwide Resorts Specifications for Childrens Facilities at Hilton Worldwide Resorts Hilton Worldwide Resorts Kidz Paradise Identity Guidelines Iss
13、ue 1 Hilton Worldwide Resorts Your Guide to Create Local, Regional Marketing and PR Campaign Materials Hilton Worldwide Resorts The Service Youd Rather Experience Training Toolbox Hilton Worldwide Resorts Designator DocumentOTHER RELEVANT SECTIONS For Hilton Worldwide Resorts service standards, plea
14、se refer to the Hilton Brand Service Standards section of this Manual. For details of the Hilton Worldwide Resorts Credo, please refer to the Hilton Brand Service Standards section of this Manual. For details on the Hilton Worldwide Resorts breakfast food offering, please refer to the Food & Beverag
15、e Management section of this Manual. For details on the Kidz Club (Kidz Paradise) please refer to the Facilities and Fixtures and Equipment sections of this Manual. For the Kids Meal Policy please refer to the Food & Beverage Management section of this Manual.2Product Line Designation .Hilton Brand
16、StandardsIssue One: April 20052.3 Hilton Worldwide Resorts - Golf HotelKEY AREAS - All2.3.1The resort must have a championship calibre golf course on site or adjacent and at least one other located within a 15-minute drive from the property. Complimentary transportation is to beprovided if the golf
17、course is not on the resort.2.3.2Where the golf course is on site the resort must retain a Golf Pro on its team.2.3.3The resort must have a gift shop where golf related items are sold.2.3.4All guest golf related charges should be chargeable to the guests Folio.PURPOSE: Hiltons aim is to remain consi
18、stent with guests perception of a golf resort destination with the primary resort amenity on site or nearby. Guests expect golf-related professionals, outlets and courses as part of a golf resort.RESOURCES/REFERENCES OTHER RELEVANT SECTIONS 2Product Line Designation .Hilton Brand StandardsIssue One: April 2005
