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© 2007 Hilton Hospitality, Inc. U.S./2007

Becoming a Hilton Hotel



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

Index



2

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.

Becoming a Hilton HotelBecoming a 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 thiscommitment 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 LicenseAgreement (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 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

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 withyour 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 anthe approval process will be discusse

in detail immediately following the

FLA approval.

At this point, our Hilton Hotel Integra

(HHI) team will begin to work with yo

hotel team to integrate your hotel’s

information into the Hilton database

system. HHI will also help your hotel

personnel transition to become value

members of the Hilton Hotel Family.

Learning the Language,

Navigating the Systems

With an executed FLA comes an

identity – all hotels in the Hilton syste

are assigned specific codes. Your unbrand code will identify your propert

various Hilton systems. Once the ho

has received its code, the property

General Manager (GM) will also rece

a Pre-Opening Kit (POK). The POK

contains materials that will be used b

Hilton Brand trainers working with yo

hotel’s Human Resources Manager t

train and direct the GM team on bran

initiatives and programs like Hilton

Orientation, Service Training, Journe

Ambassador and Continuous

Improvement Process (CIP). Hilton

provides several regional brand traine

to ensure your onsite team receives

highest level of support and training.

POK materials include a comprehens

Hilton Brand Standards Manual, train

videos and collateral material sample

our brand programs like CIP and the

Customer Really Matters (CRM). The

GM, department heads and various

team members will be required to



4

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.

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 willconduct 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 completeat 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

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

converting 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 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

functions. It is very important to no

that, depending on the number of

converting hotels in the GDM pipel

it will generally take a minimum of

days for the data-build to enter all

systems. This data-build will not oc

until after the Pre-Opening Meetin

Your onsite teams should be prepa

to allot appropriate time to this

important process.



6

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 Meeting

As soon as possible, Hilton 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 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.

During the meeting, assigned pre-work

from 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”

your hotel in the Hilton systems byGDM 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

accounts, training, distribution chann

market category standardization and

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 submitte

no later than 45 days prior to the

targeted conversion date.



8

The Conversion Action PlansAs a result of the Pre-O pening 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 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 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.



10

Continuous ImprovementProcess (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-inprocess, 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 BreakfastOur 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 includesbreakfast 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 personalizedworkout. 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 tha13 million loyal HHonors members

around the world. One of the most

valuable assets of the HHonors progr

is its unprecedented access to loyalty

programs and travel partner database

frequent travelers. With this resource

are able to target our marketing effor

more cost effectively and deliver

customer intelligence to help improve

overall hotel performance.

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 Programs



12

AppendixAt-a-Glance – Becoming a Hilton Hotel

Introduction– Opening as a Hilton Hotel requires minimum steps that typically take no less

than four months to complete. Your actual conversion time will vary dependingon completion of the PIP

From Dream to Reality– Begin application process and sign UFOC

– Hotel property evaluated using Hilton Brand Standards– Product Improvement Plan (PIP) outlined and milestone deadlines set

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 leaders required to complete training on material in POK

Hilton Communication 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 from $60,000 to $150,000– 60 days prior to opening – computer training room to be set up– Team members tested and certified on the OnQ system prior to conversion

Building Business– Global Distribution Management (GDM) team will build your database into our system

This complex data will supply and affec t 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 Hilton systems

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

– 45 days prior to the targeted conversion date – the conversion letter is submitted

The Conversion Action Plans– The Conversion Action Plan provides a guideline to follow in the final phase of

pre-conversion– A Pre-Conversion Marketing & Sales Action Plan provides detailed requirements

and recommendations

Ramping Up

– Hotel will receive regular visits, training, materials, evaluation and help from Hilton expe

Hilton Brand Programs– Continuous Improvement Process (CIP)

– The Customer Really Matters (CRM)– Hilton Serenity Collection™

– Hilton Breakfast– Hilton Fitness by Precor®

– Hilton Meetings®

– HHonors®

This timeline illustrates steps and sequence for a typical conversion/opening based on a 180-day schedule. Your actual conversion/

opening time may vary and is solely dependent upon completion of the PIP.

AppendixTimeline for Conversion to Hilton Brand

Days 91-135

– Product Sales Analystcreates HITS Agreement

for purchase and deliveryof hotel IT system and

T1 installation– Set up computer training

room and receive training

modules/tutorials – begin trainingteam 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

Days 46-90

– Work with Hilton Quality Team & Hilton Project

Manager on PIP items– Hotel information placed into HIDB system

– Begin work with Hilton Hotel Integration team– Receive property code for identity in Hilton system– Receive Pre-Opening Checklist and POK

– Request/receive security, login and password accessto HiltonNet/OnQ Insider and digital systems

– Receive GM, DOS and RM email addresse s– Begin receiving property-specific and brand

communications

– OnQ Team conducts two-day sitesurvey, determines system hardware

and software needs

Days 136-180

– Submit conversion letter30 days prior to targeted

conversion date (applicableonly to conversion hotels,

not new builds)– Hilton Hotel Integration team

sends follow-up action plans

– Review Hotel Action Plan andprogress

– Complete all items on PIP– GM and hotel team are tested and certified

on OnQ PMS

– Open under Hilton Brand!

Days 1-45

– Disclosure – receive Hilton UFOC or

Disclosure Documents– Return appropriate receipt to Developer

– Make Application and Product Improvement Plan (PIP)Request – remit application and PIP fee s*

– Schedule PIP site inspection

– Application presentation submitted toFranchise Committee

– Application approval –set Plans & Milestones deadlines

– Finalize and execute Franchise License

Agreement (FLA)

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120 DAYS

Last 60 Days

– Hilton Hotel Integration

Team Follow-Up

– Hotel Action Plan Review

– Review PIP Statues & Timelines

Open UnderHilton Brand

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



14

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 tra

managers of volume-producing

accounts for the Hilton Family of Hot

HSW focuses on maximizing revenue

and increasing global market share.

OnQ CRS (OnQ Central Reservatio

System) – the integrated suite of hot

technology used by HHC for property

management, rate and inventory, sal

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

also integrates with DMPE and HLBF

OnQ Insider – web-based proprie

site that provides links to brand

information, property reports and da

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 (S

creation and management of hotel ro

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

Glossary and Definitions

AppendixKey Department Personnel

Bruce Sneller

Director of Brand Performance

New Hotels and Transitions

Hilton Hotels Corporation

223 E 33rd Pl.

Tulsa, OK 74105Office: 918.619.6750

Mobile: 918.809.8807

Joanne Alexander

Coordinator New Hotels/Transitions

Hilton Hotels Corporation

Tel: 914.921.5760

Fax: 914.921.5761

[email protected]



16

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 employeewho works with onsite teams to

complete all items on the Property

Improvement Plan (PIP) prior to

opening.

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 prospectivefranchisees at least 10 business days

prior to payment of monies or signing

of agreements.

AppendixGlossary and Definitions (continued)