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New Hire Celebration

Leader Guide

Version 2.2

Revised 4/13/2011


Acknowledgements

Development of this program was made possible through the contributions of the DoubleTree by Hilton Brand team and the Global Talent Management Learning Team.

Trademarks & Copyright Acknowledgements

PowerPoint® is a registered trademark of Microsoft Corporation.

LeaderGuide Pro™ is a trademark of Great Circle Learning, Inc. Hampton Inn, Homewood Suites by Hilton, Home2, Hilton

Garden Inn, Embassy Suites, DoubleTree by Hilton, Hilton Hotels and Resorts, Waldorf Astoria Hotels and Resorts, Conrad, Hilton Grand Vacations, Hilton Worldwide and HHonors are registered trademarks of Hilton Worldwide.

Leader Guide Table of Contents

DoubleTree by Hilton © 2011 Page i Version 2.2

Table of Contents

INTRODUCTORY MATERIAL Getting Started iii

About This Guide iii

The Program in Perspective vi

Program Preparation vii

Training at a Glance x

MODULES Welcome to DoubleTree by Hilton 1

Welcome 2

Overview 6

Our Brand Essence 10

Introduction to Care 14

Hilton Worldwide 17

Our Brand Heritage 18

Portfolio of Brands 25

Hilton Worldwide Vision and Values 31

DoubleTree by Hilton 34

Our History 35

Doubletree by Hilton Promise and Values 41

Our Voice 51

Hotel Experience Tour 52

Tour Overview 54

Valet / Bell 56

Front Office 57

Table of Contents Leader Guide

Page ii New Hire Celebration

Rooms 58

Amenities 59

Heart of House 60

Engineering 61

Food and Beverage 62

Care Committee 63

Scavenger Hunt Review 64

Creating a Rewarding Experience 65

Care 66

Preparing For Your Success 84

Benefits of Success 87

Leader Guide Getting Started

DoubleTree by Hilton © 2011 Page iii Version 2.2

Getting Started

About This Guide What’s the purpose of this guide?

This leader guide provides a master reference document to help you prepare for and deliver the New Hire Celebration program.

What will I find in the guide?

This leader guide is a comprehensive package that contains

the workshop delivery sequence checklists of necessary materials and equipment presentation scripts and key points to cover, and Instructions for managing exercises, case studies, and other

instructional activities.

How is this guide organized?

This section, “Getting Started,” contains all of the preparation information for the New Hire Celebration program, such as learning objectives, pre-work, required materials, and room set-up.

Following this section is the “Training At A Glance” table. This table can serve as your overview reference, showing the module names, timings, and process descriptions for the entire program.

Finally, the program itself is divided into modules, each of which is comprised of one or more lessons. A module is a self-contained portion of the program, usually lasting anywhere from 20 to 90 minutes, while a lesson is a shorter (typically 5-20 minute) topic area. Each module begins with a one-page summary showing the Purpose, Time, Process, and Materials for the module. Use these summary pages to get an overview of the module that follows.

Getting Started Leader Guide

Page iv New Hire Celebration

About This Guide, continued

DESCRIBE HOW TEXT IS LAID OUT IN THIS GUIDE?

Every action in the program is described in this guide by a text block like this one, with a margin icon, a title line, and the actual text. The icons are designed to help catch your eye and draw quick attention to “what to do and how to do it.” For example, the icon to the left indicates that you, the instructor, say something next. The title line describes the primary purpose of the discussion, and is followed by a suggested script, instruction set, key points, etc. that are needed to complete the action.

At DoubleTree by Hilton we want to ensure that all our interactions are REAL. Living our value begins with New Hire Celebration. While it is necessary to cover key points and accomplish specific learning objectives, we are confident that as certified trainers, you can use your own voice, style and personality to do this. Please use the suggested verbiage as guidelines to reinforce the key points and celebrate your own voice.

A complete list of the margin icons used in this guide is provided below.

Facilitator Note

You may also occasionally find important notes such as this one in the text of this guide. These shaded boxes provide supporting or background information for you in an attention-getting format.


DoubleTree by Hilton © 2011 Page v Version 2.2

About This Guide, continued

Graphic Cues

Module Blocks

Goal Time Overview Materials

Lesson Blocks

Slide Say This Flipchart Activity Video Workbook Handouts

Time Transition Enhancement

Text Notes

HEADER – The primary purpose of a box will be in bold and ALL CAPITAL LETTERS at the top of the section.

Say Something Like – sample verbiage to convey the message, set up an activity, etc.

Build Slide – Indicates that the slide has interactivity and by clicking the mouse button additional information/images will appear on the slide

Ask – identifies specific questions you can ask to facilitate discussion, increase interactivity, and check for understanding.

Do – Indicates there are specific actions you should take.


Page vi New Hire Celebration

The Program in Perspective Why a New Hire Celebration program?

This program is designed to welcome new team members to the property, DoubleTree by Hilton and Hilton Worldwide. The program provides an introduction to the property; DoubleTree by Hilton’s culture, brand promise and values; and Hilton Worldwide. The final focus of the program is to help individual team members understand their critical role in the success of the property, the brand and Hilton Worldwide.

Learning Objectives

After completing this program, participants will be able to:

Differentiate the brands within the Hilton Worldwide (HWW) Portfolio

Describe two historical accomplishments of HWW and DoubleTree by Hilton

Identify the DoubleTree Icon (the cookie) and describe what it represents

State the Brand Promise and list the Seven Brand promise values and provide examples of how each can be demonstrated in their position on the team

Present themselves in a manner consistent with the brand voice and contribute to Creating a Rewarding Experience for Guests

Describe unique features of DoubleTree by Hilton, their individual property and how that contributes to CARE.

Describe the role of the CARE Committee and how they can get involved

Describe the resources available to help ensure we CARE for our Guests and how we measure those results

Program Timing

Estimated Program Length is approximately 4 hours with additional time required for breaks, lunch and property specific information.

Number of Participants

Program is designed for 5 – 25 participants. However, activities can be adjusted to accommodate smaller and larger groups.


DoubleTree by Hilton © 2011 Page vii Version 2.2

Program Preparation Pre-Work

It is recommended that the New Hire Huddle be completed within their department prior to attending New Hire Celebration.

Required Materials

Participant Guides - 1/participant Pens/pencils Facilitator Guide PowerPoint Presentation The Traveler’s Reward Video Conrad’s Dream Video Hilton Worldwide Values Video Flipcharts & Markers - 1/table group(3-6 participants) Wall Tape (To hang flipchart pages on wall) Brand Heritage Activity Board and cards - 1/table group(3-6

participants) Scavenger Hunt Worksheet DVD Player and TV or Monitor Computer and projection screen or monitor DoubleTree by Hilton Chocolate Chip Cookie 1/participant

Enhancement Materials

Coffee, juice and snacks for welcome Raffle Tickets / Stickers Name Tents (for groups of 9 or more) Container for Raffle tickets Logoed Give-away items (cups, t-shirts, lanyards, totes, etc.) DoubleTree by Hilton Balloons Noisemakers (clappers, party horns…) DoubleTree by Hilton History Video


Page viii New Hire Celebration

Program Preparation Recommended Room Set-Up

Create a welcoming and inviting atmosphere. Consider decorating room as you would decorate for a party with DoubleTree by Hilton balloons, coffee/beverages and snacks in a staging/reception area. Set up tables in small pods of 3-6 participants (crescents preferred). If space does not allow for this set-up consider a U shaped set-up as an alternative. These two set-ups encourage facilitated discussion among team members as well as with you. Place participant guide, a pen/pencil and highlighter at each participant’s seat.

Facilitation Tips

Providing incentives for participation such as raffle tickets stickers, or prizes can enhance participation and create a more engaging environment for the duration of the program.

Prior to your first session walk the room to ensure you can move about the room and participants can easily access flipcharts.

Identify key locations where you can stand without obstructing participants’ view or having your back to participants.

Instructor Preparation

As you prepare to facilitate this module please ensure that you have reviewed the entire program in advance, including a review of all DVD’s and activities.

Approximately 1 week before facilitating the program send out an invitation to the leaders at your property to join you in welcoming new team members to the property.

Remember we want to ensure that we Create A Rewarding Experience for our new team members and set an example that they can follow when they are Creating A Rewarding Experience for our Guests.


DoubleTree by Hilton © 2011 Page ix Version 2.2

Program Preparation

Optional Enhancement

Send or hand deliver an invitation to participants for the New Hire Celebration!

Allow each new team member to stay in the hotel for one night, prior to the Celebration, and experience DoubleTree by Hilton. Have them complete the scavenger hunt during their stay.

Training at a Glance Leader Guide

Page x New Hire Celebration

Training at a Glance

Time Module Description 45 minutes

Welcome to DoubleTree by Hilton

Welcome Program Overview Brand Essence Introduction to C.A.R.E.

40 minutes

Hilton Worldwide

Our Rich Heritage Who We Are Vision and Values

45 minutes

DoubleTree by Hilton

Our History Brand Promise and Values Our Voice

1 ¼ - 1 ¾ hours with additional 30 minutes for lunch.

Hotel Experience Tour

Property Tour Scavenger Hunt Review

30 minutes

Creating a Rewarding Experience

CARE Measuring Our Success Preparing for Your Success Benefits of Success

Varies Property Specific Content

Management Company Information Policies and Procedures Mandatory Training

Leader Guide Welcome to DoubleTree by Hilton

DoubleTree by Hilton © 2011 Page 1 Version 2.2

Welcome to DoubleTree by Hilton

Goal

The purpose and goal of this module is to welcome participants to the property and create an engaging and exciting atmosphere for the program.

Time

45 minutes

Overview

• Welcome

• Program Overview

• Brand Essence

• Introduction to C.A.R.E.

Required Materials Needed

Participant Guide DoubleTree by Hilton Chocolate Chip Cookies 1/participant Flipchart with Markers Traveler’s Reward Video

Enhancement Materials

Noisemakers Balloons DoubleTree by Hilton History Video

Welcome to DoubleTree by Hilton Leader Guide

Page 2 New Hire Celebration

Welcome Slide 1

Welcome to the Team!

RUN THE WELCOME ACTIVITY.

Preparation

To maximize the impact of the welcome consider having participants come to a reception area prior to orientation where they can have a cup of coffee or a beverage, and socialize prior to entering the room for the program.

Ensure that key members of the hotel leadership team are in the room equipped with noisemakers and cookies. Ensure they are prepared to introduce themselves and share one way that they or their department supports property efforts to CARE for Guests or team members.

Instructions

Escort participants into the training room as leadership welcomes them with a warm chocolate chip cookie - as they would a Guest - and cheers them on.

Note: It is especially important that these cookies be warm as they are for our Guests so participants can truly experience DoubleTree by Hilton, as represented by the cookie.

Note: Due to property space limitations it may be necessary for team members to be seated in room and have leadership team enter and welcome them.

WELCOME PARTICIPANTS

Encourage Participants to smell, taste and feel the warmth of the cookie.

Say Something Like: I would like to welcome you to the DoubleTree by Hilton _<insert property name>. We are very excited that you have chosen to join our team. Take a moment to



Welcome open your cookie bag and smell, taste and feel what DoubleTree by Hilton is all about.

Enjoy! – But remember our cookies also have nuts!

Introduce yourself as instructor

INTRODUCE LEADERSHIP TEAM

Ask Leadership Team to introduce themselves and share how their department supports CARE

Encourage applause between leaders



Slide 2

Introductions

a warm welcome

• Name

• Position

• How does the cookie make you feel?

Page 2

TEAM MEMBER INTRODUCTIONS

Say Something Like: Now that you have had an opportunity to meet our leadership team I would like you each to turn to your neighbor, introduce yourself and take about two minutes to share how the cookie made you feel, and/or what it reminded you of.

In your workbooks you will find a place to take notes.

Direct Participants to Participant Workbook

Note: It may be necessary to have a group of 3 If there are an odd number of participants.

Ask Participants to introduce each other to the larger group



Slide 3

The Cookie is…..

a warm welcome

a simple pleasure

a piece of home

a gifta comfort

a reward

a shared experiencean indulgence

Page 2

REVIEW MEANING OF THE COOKIE

Say Something Like: The cookie is the symbol of our brand, a representation of what we want our Guests’ experience here to be like and what we want your experience with us to be like as well.

Feel free to note these in your workbooks.

Build Slide

Say Something Like: Our cookie is….a warm welcome – a shared experience – a simple pleasure – an unexpected delight – a piece of home- an indulgence – a comfort – a gift. We give the cookie to our Guests, just as we did to you at the point of arrival – NOT after the check in. Dessert first – what could be better than that?!?!?!

TRANSITION TO OVERVIEW

Say Something Like: As we go through the day think about how you can Create A Rewarding Experience for our Guests, just as the gift of a cookie upon arrival does, because at DoubleTree by Hilton, we are “The Traveler’s Reward”.



Overview Slide 4

Program Overview

• Creating A Rewarding Experience• Hilton Worldwide• DoubleTree by Hilton• Hotel Experience Tour

OVERVIEW OF PROGRAM CONTENT

Review Slide

Say Something Like: Everything you learn today and through supplemental department training is designed to help you be more effective in your role in Create A Rewarding Experience for our internal and external Guests.



Slide 5

Ground Rules

Real Encourage each otherAttentive Turn cell phones / electronic devices offCheerful Have funFlexible Contribute to the discussion

Thoughtful Take notesHonest Be candid in your responses and focus

on doing what is rightCaring Be courteous when others are

talking, don’t interrupt.

REVIEW GROUND RULES

Ask: What can we all do to ensure everyone has the most Rewarding Experience possible during class today?

Solicit Responses from the Group and Capture on a flip chart

Build Slide

Review any missing Ground Rules

Say Something Like: We want to make this program is as Rewarding as possible but it takes all of us to make that happen. Ask: Can I count on you to help make this a Rewarding Experience?!?!?!

Solicit enthusiastic feedback from the group

Post flipchart on wall



Slide 6

The Cookie Jar

??

??

?? ?

EXPLAIN PURPOSE OF THE COOKIE JAR (PARKING LOT)

Say Something Like: As we go through the day today we anticipate that you will have questions. In order for us to stay on track and because we want to answer those questions there may be times when we need to place a question in the cookie jar and save it for later in the day or answer it at another time.

We do promise to answer all of your questions but want to ensure that we cover the necessary information in the time we have available.

Ask: What is one thing you hope to learn during the day today?

Capture Responses


Additionally, throughout the day you will have the opportunity to obtain raffle tickets/stickers, which will provide you with an opportunity to win prizes at the end of the session. All part of our ongoing efforts to Create a Rewarding Experience for you.

Review prizes provided

Note: Throughout remainder of program provide raffle tickets/stickers periodically for correct responses and good questions. Award prizes as appropriate.

TRANSITION TO BRAND ESSENCE

Say Something Like: So let’s learn a little bit more about who we are and how we create a Rewarding Experience for our Guests.



Our Brand Essence Slide 7

Travel takes all you’ve got. When you get to where you

are going, all you really want are the simple touches

that bring you back to being you. Your hotel

should do just that. And be an experience you truly

value.

Your Reward

The Traveler’s Reward

INTRODUCE BRAND ESSENCE

Ask: How many of you have ever been on a trip?

What are some of the things you had to go through before arriving at your destination?

Solicit Responses from the Group (Answers will vary)

– Long distance covered (car/bus/train/plane) – Security screening at airports – Tiny airline seats

Say Something Like: Our Guests have similar experiences on their journey to get to us.

Build Slide

Our Guests come to us for a variety of reasons, from a variety of destinations. But the primary reason they choose us is YOU and the things you do each and every day to Create A Rewarding Experience for our Guests.

We all know that….

Read Slide



Ask: Think of the last time you were on a trip. What were you looking forward to most when you arrived at your destination?

Solicit Responses from Group (Answers will vary)

– The end of the journey – A good night’s sleep – Seeing friends and family – An opportunity to relax – The comforts of home

Say Something Like: Here at DoubleTree by Hilton – we want our Guests to look forward to arriving at their destination, our hotel, in the same way you looked forward to arriving at your destination. Ask: How many of you have ever had someone come to your home for a visit? Ask: What did you do to prepare for their visit? Solicit Responses (Answers will vary – sample responses include)

– Cleaned the house – Cooked a nice meal – Had their favorite beverages/snacks – Made their room comfortable

Ask: What about after they arrived?

Solicit Responses (Answers will vary – sample responses include)

– Greeted them warmly – Checked to ensure they didn’t need anything – Offered them a snack or a beverage



Slide 8


INTRODUCE TRAVELERS REWARD VIDEO

Say Something Like: Let’s watch a short video that demonstrates what our Guests endure to reach us and how we create the reward at the end of their journey.

Show Traveler’s Reward Video Clip

DEBRIEF VIDEO

Ask: Who is the star in this video?

Solicit Responses

– Team members – Guests

Say Something Like: That’s right it’s all about you and the little things you do each day for our Guests to create rewarding experiences. The CARE and preparation you go through, the attention to detail; this is what makes us DoubleTree by Hilton. It is when we - share the CARE! - that we often have the greatest impact on our Guests; a warm greeting - a clean bed - neatly folded towels - a working air conditioner - a cookie - a door opened – a helping hand…. These simple acts of kindness are what make the traveler feel human again.

Ask: What would happen if we didn’t take care of these little things?

Solicit Responses from the Group (Answers will vary.)

Say Something Like: Our Guests would choose another hotel when they come here and another brand when they travel elsewhere.



TRANSITION TO CARE

Say Something Like: We all perform simple acts of CARE each day to create rewarding experiences. All these actions combined are what make us DoubleTree by Hilton. What exactly does it mean to CARE?



Introduction to Care Slide 9

C.A.R.E.

TEAM MEMBER

GUEST COMMUNITY

Page 3

INTRODUCE CARE

Direct participants to the Participant Workbook

Say Something Like: Please take a moment, individually to note what you think it means to CARE. When you are finished please share your definition with the team members at your table.

Solicit 3 or 4 definitions (Answers will vary)

Build Slide

Say Something Like: When it comes to ensuring Guest and team member satisfaction, CARE means that we guarantee you are joining a team that is: Creating A Rewarding Experience for our team members, our Guests and our community

This unconditional commitment to CAREing for our Guests translates into loyal customers and team members.

CARE is at the heart of everything we do. We are focused on CAREing for each other, our Guests and our communities.

Build Slide

Say Something Like: As team members you are the foundation of CARE. You provide the Heart that is part of everything we do.

Outline Heart on Screen or make Heart shape with hands

Build Slide

Say Something Like: Our primary focus is on our Guests and ensuring they have a Rewarding experience with us. But…..



Build Slide

Say Something Like: …a piece of our heart is always dedicated to our community.

DoubleTree by Hilton was built on the fundamental belief that you get what you give and giving back to the community is a key part of what we do.

Say Something Like As you go through the day today you will learn more about the many aspects of CARE and learn valuable information that will help you:

CARE for our Guests, learn about opportunities where you can get involved in

CAREing for our communities through Teaching Kids to CARE and other outreach programs, and

take an active role in improving how we CARE for our Guests and team members.

RUN THE C.A.R.E. ACTIVITY.

Break class into 3 groups and ask them to go to their flipcharts Ask each group to identify as many actions as they can that

demonstrate how they would CARE for this group. (2 minutes) Ask each group present their top two or three actions back to

the larger group. Recognize participant contributions

IDENTIFY CAREing ACTIONS!

Say Something Like: One of the things that differentiates our brand from other brands is our CARING culture. When you CARE, it shows. The CARE concept grew out of the fundamental belief that if you treat people with CARE, they will stay with you. This includes the treatment of both our Guests and team members alike.

Take a moment now to write in your workbooks two specific things you will do personally to demonstrate how you CARE for your fellow team members, our Guests, and our community.

TRANSITION TO Hilton Worldwide

Say Something Like: However, in order to effectively CARE for our Guests it is important to understand who we are as an organization. Let’s start by learning a little bit about our rich heritage, starting with Hilton Worldwide.



Supplemental Information

Following is some supplemental information in the event that participants ask questions about the “10” pin or Teaching Kids to CARE.

Note: Both are covered later in the program.

“10” Pin – Worn by all team members. The “10” pin is designed to create opportunities for team members to engage with Guests and ask them how their stay is going. Ensuring that Guests have a rewarding experience during their time with us.

Teaching Kids to CARE –Our brand-wide outreach to our communities expressing our belief that we can all make decisions that have a lasting positive impact. One of the most celebrated community outreach initiatives in the travel industry, Teaching Kids to CARE empowers children of grade-school-age to take simple steps to appreciate, conserve and preserve the earth’s natural resources, starting with the world right outside their doors.

Leader Guide Hilton Worldwide


Hilton Worldwide

Goal

The purpose and goal of this module is to understand our rich heritage and learn how DoubleTree by Hilton fits into Hilton Worldwide.

Time

40 minutes

Overview

• Our Rich Heritage • Who We Are • Vision and Values

Materials Needed

Brand Heritage Board and Pieces 1/table group Conrad’s Dream Video HWW Values Video

Hilton Worldwide Leader Guide


Our Brand Heritage Slide 10

INTRODUCE HILTON WORLDWIDE

Say Something Like: Conrad Hilton started Hilton Worldwide in 1919 with one hotel and a dream. A dream which has resulted in the growth of Hilton from one property to 10 brands and over 3600 properties around the world today.



Slide 11

Conrad’s Dream

“It has been and continues to be,

our responsibility to fill the earth

with the light and warmth of hospitality”

Conrad Hilton

INTRODUCE CONRAD’S DREAM

Ask: Would someone read Conrad’s Dream?

Ask a Participant to read slide



Slide 12

Our Rich Heritage

True Leader

A trusted name

Rich Heritage

Unique History

Page 4

INTRODUCE HILTON HISTORY

Build Slide

Say Something Like: But Hilton Worldwide is more than just a hotel and a dream. It has a rich heritage….

Build Slide

Say Something Like: …… begun by a true leader, Conrad Hilton who has built an organization with……

Build Slide

Say Something Like: ……A unique history.

Let’s watch a video that tells the story of the rich history and heritage that makes Hilton Worldwide what it is today.

Direct participants to the Participant Workbook to take notes on video

Say Something Like: As you watch the video pay special attention to the dates and events in Hilton Worldwide History and the various brands that have joined the Hilton Worldwide family.



SHOW CONRAD’S DREAM VIDEO

DEBRIEF VIDEO

Ask: Which event in our history are you proudest of?

Solicit 2 or 3 responses from participants

Ask: Which event was most surprising to you?

Solicit 2 or 3 responses from participants



Slide 13

Team Challenge!

INTRODUCE BRAND HERITAGE ACTIVITY!

Say Something Like: Now that we have had an opportunity to learn a little bit about the history of Hilton Worldwide it’s time for a friendly team competition.

You won’t have all the answers yet but we’re off to a good start. We’ll keep working on this activity for the remainder of the morning.

RUN THE BRAND HERITAGE ACTIVITY

• Break into groups of 3-5 participants

• Distribute the History Game Boards and Game Pieces. (1 set / group)

• In Table Groups place the landmark events in Hilton Worldwide and DoubleTree by Hilton’s History in order.

• Ask teams to let you know when they are finished.

You have 5 minutes to complete this activity



DEBRIEF ACTIVITY

Ask: So how successful were you?

Solicit responses from the group

Ask: What happened in 1919? (Answer: Conrad Hilton opened his first hotel - The Mobley, in Cisco, Texas)

Build Slide

Call out following dates and encourage participants to call out the remaining items in history.

Repeat until all dates below have been reviewed.

– 1946 – First hospitality company to be traded on the New York Stock Exchange

– 1949 – Hilton acquires the Waldorf=Astoria and becomes the first International hotel chain

Say Something Like: We’ll stop here for now and review the remaining items a little later. Note: If participants have inaccurate information during shout-out please reinforce any items missed so participants have accurate information at the conclusion of the activity.

TRANSITION TO PORTFOLIO OF BRANDS

Say Something Like: We have learned a little bit about Hilton Worldwide’s rich heritage and history of firsts. Now let’s look at the brands that have joined our Portfolio to create Hilton Worldwide.



Portfolio of Brands Slide 14

Our Portfolio of Brands

IDENTIFY TOTAL NUMBER OF BRANDS

Ask: Who can remember how many brands there are in the Hilton Worldwide Portfolio of Brands?

Solicit guesses from the group (Answer: 10 brands)

Note: It may be helpful to give hints such as ‘more’ or ‘less’ until they provide the correct answer.

Say Something Like: That’s correct. We have 10 different brands in the Hilton Worldwide Portfolio. Each brand in the Portfolio supports and builds upon the fulfillment of Conrad’s dream in its own way.

Page 5

RUN THE NAME THE BRANDS ACTIVITY

Break participants into table groups


Identify as many brands as possible; both those in the Hilton Worldwide Portfolio and the competitors in our local market. (Allow two or three minutes)

DEBRIEF BRANDS ACTIVITY

Ask: Who will give me the name of one brand in the Hilton Worldwide Portfolio?

Solicit one answer from each group and repeat until all brands have been named or teams have provided all their answers.



Slide 15

The Hilton Worldwide Portfolio

Facilitator Note:

Based on where your property is located participants may be unaware of the different brands within the Hilton Worldwide Portfolio. If this is the case simply review this section rather than asking questions.

IMPORTANCE OF KNOWING THE BRANDS

Ask: Why is it important for us to know all of the brands in the Hilton Worldwide Portfolio?

Solicit responses from the group (Responses will vary but may include)

– To increase Guest loyalty – To encourage Guests to enroll in HHonors – To assist Guests looking for hotels in other locations

Say Something Like: At Hilton Worldwide we break the brands into 3 broad categories: Focused Service, Full Service and Luxury but ensure that each brand caters to a different group of potential Guests. Let us review what each of these categories means and learn a little more about each of the brands in the Hilton Worldwide Portfolio.



OVERVIEW OF FOCUSED SERVICE BRANDS

Say Something Like: We will begin with the Focused Service Brands.

Ask: Does anyone know what it means to be a focused Service Brand?

Say Something Like: Focused Service Brands focus on the primary amenity of the hospitality industry - a clean room and a comfortable bed. Focused service hotels traditionally do not have conference room and ballroom space, full food and beverage service or bell and concierge staff. All extra amenities such as High Speed Internet, breakfast, and fitness centers are typically included in the cost of the room.

Build Slide

The brands within the Hilton Worldwide Portfolio that are Focused Service are: Hampton Inn, Homewood Suites, Hilton Garden Inn, Home2 Suites)

Ask: Who can tell me a little bit about any of these brands?

Solicit Responses (Answers will vary but may include)

– Hampton Inn - full hot breakfast, 1st

– Homewood Suites – An all suite residential style hotel with a full kitchen in every room that is an ideal home –away from home.

brand to offer the 100% satisfaction guarantee

– Home2 Suites – the newest brand in the Hilton Worldwide Portfolio, an extended stay hotel that offers unexpected style and flexibility, has a strong focus on sustainability

– Hilton Garden Inn – A mid-market hotel, specifically designed to appeal to both business travelers and leisure Guests.

Now that we have identified our Focused Service Brands, let’s look at our Full Service Brands.



OVERVIEW OF FULL SERVICE BRANDS

Ask: Who can tell us what it means to be a Full Service Brand?

Say Something Like: Full Service Brands provide a full array of services and amenities to cater to the Guests needs. A Full Service hotel will have complete Food and Beverage service, including one or more restaurants, conference/meeting space and bell/concierge staff to satisfy the needs of our Guest.

Ask: Who thinks DoubleTree by Hilton is Full Service?

Encourage participants to raise hand (Answer: Yes)

Ask: Who knows what year DoubleTree by Hilton joined the Hilton Worldwide Portfolio?

Solicit Responses (Answer – 1999)

Build Slide

Say Something Like: The other Full Service Brands within the Hilton Worldwide Portfolio are: Hilton Hotels and Resorts, Embassy Suites)

Ask: Who can tell me a little bit about any of these brands?


– Hilton Hotels and Resorts – Has hotels located in major cities throughout the world

– Embassy Suites – a brand known for its two room suites, complimentary cooked to order breakfast, and nightly manager’s reception.

– DoubleTree by Hilton –known for its warm chocolate chip cookie upon arrival, and it’s CARING approach toward Guests



OVERVIEW OF LUXURY BRANDS

Say Something Like: Now that we have identified our Full Service Brands, let us learn about our Luxury Brands

Ask: Who can tell me what it means to be a luxury hotel?

Say Something Like: Luxury Hotels – cater to the discerning traveler. Focused on meeting each individual Guest’s unique wants and desires, and providing personalized services such as butlers and personal attendants.

There are two brands in our Portfolio that are Luxury Brands. Those two brands are Conrad Hotels and Resorts and Waldorf Astoria Hotels and Resorts.

Build Slide

Ask: Who can tell me a little bit about either of these brands?


– Conrad Hotels and Resorts – an elite network of contemporary, luxury hotels and resorts in the world’s major destinations.

– Waldorf Astoria Hotels and Resorts – A group of legendary hotels, each with its own unique architecture, a desirable location, and a special history.

OVERVIEW OF HILTON GRAND VACATIONS

Say Something Like: There is still one more brand in our Portfolio that we haven’t mentioned yet, Hilton Grand Vacations.

Build Slide

Say Something Like: This is our timeshare / vacation ownership brand. Take a moment to add that last brand to your worksheet.



Say Something Like: That’s a lot of brands within the Hilton Worldwide Portfolio. Ten (10) brands all focused on fulfilling Conrad’s Dream.

Build Slide

Say Something Like: Joining all of these brands together is not only Hilton Worldwide but also our Guest loyalty program - HHonors, which you’ll learn more about later.

Transition to Hilton Worldwide Vision and Values

Say Something Like: We have learned about our rich history and about the brands in the Hilton Worldwide Portfolio. Let’s shift our focus away from what we are and look at the Hilton Worldwide values that create the foundation for DoubleTree by Hilton.



Hilton Worldwide Vision and Values Slide 16

Conrad’s Dream

“It has been and continues to be,

our responsibility to fill the earth

with the light and warmth of hospitality”

Conrad Hilton

REINFORCE CONRAD’S DREAM

Ask: Who can remember what Conrad’s Dream was?

Solicit Responses (Answer: “filling the earth with the Light and Warmth of Hospitality.”)

Build Slide

Say Something Like: As you can see our vision today is the dream that Conrad had when he opened his first hotel in 1919 - “To Fill the Earth with the Light and Warmth of Hospitality.”

Ask: How can you support Hilton Worldwide in making this dream a reality for our Guests?

Solicit responses from the group. - (Answers will vary)

Say Something Like: Great answers. It’s the little things we do every day that spread the light and warmth of hospitality around the world.



Slide 17

Hilton Worldwide Values

1717

Page 6

INTRODUCE HILTON WORLDWIDE VALUES VIDEO

Direct participants to the Participant Workbook to review Promise and values

Say Something Like: Our vision “To spread the light and warmth of hospitality around the world” is supported by the Hilton Worldwide values, which are:

Ask participants to read values aloud

Say Something Like: Let’s watch a short video that allows us to see how we fulfill the Hilton Worldwide Vision and live the values of Hilton Worldwide.

As you watch the video, think about how you can demonstrate these values in your position.

SHOW HILTON WORLDWIDE VALUES VIDEO

DEBRIEF VIDEO

Say Something Like: The Hilton Worldwide values are an important factor in how we measure success as individuals and as an organization. After watching the video how can we demonstrate these values?

Review each value and ask participants to describe one way they can demonstrate these values in their position.



TRANSITION TO DOUBLETREE BY HILTON

Say Something Like: So now we know a little bit about the foundation upon which we are built. Let’s look at how DoubleTree by Hilton’s history intertwines with Hilton Worldwide and how our values link to this larger vision of Conrad Hilton “To fill the earth with the light and warmth of hospitality”

DoubleTree by Hilton Leader Guide


DoubleTree by Hilton

Goal

The purpose and goal of this module is to provide an overview of the DoubleTree by Hilton Brand Architecture.

Time

45 minutes

Overview

• Our History • Brand Promise and Values • Our Voice

Materials Needed

DoubleTree by Hilton History Video (Optional) Traveler’s Reward Video Brand Values Pocket Card 1/participant

Leader Guide DoubleTree by Hilton


Our History Slide 18

“Where the Little Things Mean Everything!”

RECAP LEARNING FROM THIS MORNING

Say Something Like: Earlier today you learned a lot about who we are as a brand and why our customers choose us time and time again.

Ask: Who can remember what CARE stands for?

Solicit Response (Answer: Creating A Rewarding Experience)

Ask: Who can tell me what our icon is?

Solicit Response (Answer: The Cookie)

Say Something Like: That’s right and that cookie is a representation of who we are and what we offer our Guests. Our attention to the details, our focus on CAREing for our Guests has made us who we are today. DoubleTree by Hilton!



Slide 19

Milestones …

Page 7

INTRODUCE DOUBLETREE BY HILTON HISTORY

Note: This video is available in English only. If your participants do not read English skip this video and review dates below in detail.

Say Something Like: Just like Hilton Worldwide, DoubleTree by Hilton has a rich and promising story to tell. A story that will continue to grow because of the little things you do every day. Remember – THE LITTLE THINGS MEAN EVERYTHING!

Let’s watch a brief video about the History of DoubleTree by Hilton. Remember we will be continuing the History Activity at the conclusion of the video.

Direct participants to the Participant Workbook to take notes

SHOW DOUBLETREE BY HILTON HISTORY VIDEO



REVIEW DOUBLETREE BY HILTON HISTORY

Note: If you watched the video, skip this section.

Say Something Like:

1969 – Our first Doubletree opened its doors in Scottsdale, Arizona 1987 – We introduced the freshly baked, warm, chocolate chip

cookie at check-in 1994 – Doubletree Corporation was formed after the merger of

Guest Quarters Suites & Doubletree Hotels 1997 – Promus Corporation and Doubletree Corporation merged 1999 – Doubletree joins the Portfolio when Hilton Worldwide

merges with Promus Corporation. 2008 – Doubletree by Hilton expands outside of the Americas 2011 – Doubletree reintroduced itself as DoubleTree by Hilton



Slide 20

Team Challenge!

CONTINUE HISTORY ACTIVITY!

Say Something Like: Now that we have had an opportunity to learn a little bit about the history of DoubleTree by Hilton it’s time to finish our team competition.

RUN THE HISTORY ACTIVITY

Break into groups of 3-5 participants

In Table Groups place the remaining landmark events in our history in order.

Ask teams to let you know when they are finished.

You have 5 minutes to complete this activity



DEBRIEF ACTIVITY

Ask: So how successful were you?

Solicit responses from the group

Ask: What year did DoubleTree open its first hotel?

Solicit responses from the group (Answer 1969)

Build Slide

Call out following dates and encourage participants to call out the remaining items in history.

– 1987 – Hilton Worldwide introduced HHonors , the first Guest loyalty program to offer points and miles and DoubleTree by Hilton introduces the Chocolate Chip Cookie

– 1999 – Doubletree joins the Portfolio through the acquisition of Promus Corporation.

– 2008 – Doubletree expands beyond the Americas to International Estate

– 2009 - Hilton is the first hospitality company to make Sustainability a standard

– 2011- Doubletree reintroduces itself to the world as DoubleTree by Hilton

Note: If participants have inaccurate information during shout-out please reinforce any items missed so participants have accurate information at the conclusion of the activity.

TRANSITION TO PROMISE AND VALUES

Say Something Like: Isn’t it great to learn about the history of DoubleTree by Hilton. BUT – How do we create an experience our Guests truly value?



DoubleTree by Hilton Promise and Values Slide 21


Travel takes all you’ve got. When you get to where you

are going, all you really want are the simple touches

that bring you back to being you. Your hotel

should do just that. And be an experience you truly

value.

Your Reward

INTRODUCE PROMISE AND VALUES

Say Something Like: This morning you learned a about the essence of DoubleTree by Hilton, our focus on Creating A Rewarding Experience, a “10” experience for our Guests and being the Traveler’s Reward.

This message is communicated through our advertising and through the memories Guests share via the internet, with friends and with colleagues. The key to Creating those experiences for our Guests is YOU and the little things you do every day that mean everything!



Slide 22

Our Promise

We provide the special _________ and acts of ________that

make the traveler feel ________again.

comforts

kindnesshuman

Page 7

REVIEW BRAND PROMISE

Ask: What does it mean to make a promise?

Solicit Responses from the Group (Answers will vary)

– A commitment / A Pledge – Aligning actions with words – Delivering what I said I would – Giving my word – A Guarantee

Ask: Who here has ever made a promise?

Solicit a show of hands

Ask: Who here has kept their promise?

Solicit a show of hands

Ask: Who can remember, from their first huddle with their department, what the Brand Promise is that we make to our Guests?

Solicit response from the group

Build Slide

Review Brand Promise

Direct participants to the Participant Workbook and fill in blanks for Brand Promise



Say Something Like: What makes us DoubleTree by Hilton is that we keep the promises we make to our Guests. That’s just one of the many ways that we show we really CARE.

By choosing to work here you are making this promise to your fellow team members and to our Guests.

As team members it is those acts of kindness such as a smile, a warm hello, an offer of assistance before it is requested….

……that brings our promise to life.

We are reminded of this promise regularly in our Departmental Huddles when we learn new ways to CARE for our Guests and continue to refine our skills in living our values.



Slide 23

Brand Promise Values

Day Brand Promise Value

Monday Real

Tuesday Attentive

Wednesday Cheerful

Thursday Flexible

Friday Thoughtful

Saturday Honest

Sunday Caring

DISTRIBUTE THE BRAND VALUES POCKET CARD

REVIEW VALUES

Say Something Like: I have given each of you a Brand Promise Values Pocket Card. Be sure to carry it with you as a reminder of the promise we make to our Guests and the values that are essential to delivering on our promise.

Knowing and living our values is as important as knowing the days of the week.

Page 8

RUN THE VALUES ACTIVITY

Assign each individual a value. (Note: For large groups it may be necessary to group participants together in the interest of time)

Provide each individual/group a sheet of flipchart/drawing paper and markers.

Ask participants to write their value at the top of the page.

Look in workbook for a definition of your value

Draw one action on their paper that would demonstrate their value with either a Guest or a fellow team member.

Participants should be prepared to share their action(s) with the class.



Slide 24

Real

Be yourself with Guests. A genuine, natural, and best foot forward approach beats a scripted, rehearsed response every time.


REVIEW VALUE

Ask participant(s) assigned this value to read definition and describe their image.

Slide 25

Attentive

Ask a Guest how their day is going, and you’ll have some insight into what you can do to make their day – and stay – better.


REVIEW VALUE

Ask participant(s) assigned this value to read slide and describe their image...



Slide 26

Cheerful

Be friendly, easy to approach, and welcome Guests with a smile. Show them you’re glad they’re here, and are ready to add some fun in their visit.


REVIEW VALUE

Ask participant(s) assigned this value to read slide and describe their image.

Slide 27

Flexible

Guest requests? No problem. And if there’s something you can’t do, have another suggestion ready to go. Be one step ahead, and ready to embrace change as it happens.


REVIEW VALUE




Slide 28

Thoughtful

Anticipate requests and take care of them before you’re asked to help. Be considerate, appreciative, and treat others just as you’d like to be treated.


REVIEW VALUE


Say Something Like: One key aspect of being flexible and thoughtful is being informed.

Ask: What are some key pieces of property information that might help you live these values and deliver the promise more effectively?

Solicit responses from the group (Answers will vary)

– Property services – Local attractions – Restaurant hours and menu items

Say Something Like: A little later today we’ll be taking a property tour to help you gather some of this key information.



Slide 29

Honest

This value represents DoubleTree by Hilton as its essence. To be honest is to be genuine and sincere. Approach everything you do with candor and a sense of what’s right.


REVIEW VALUE


Slide 30

Caring

No matter what you do, do it with heart. When you do that, you’re at your best, no matter what the situation is. Show Guests that you care, and you’ve already made their visit special.


REVIEW VALUE




Slide 31


REAL Be yourself with Guests…

ATTENTIVE Ask a Guest how their day is going…

CHEERFUL Be friendly, easy to approach, and welcome Guests with a smile…

FLEXIBLE Guest requests? No problem….

THOUGHTFUL Anticipate requests and take care of them before you’re asked to help...

HONEST This value represents DoubleTree by Hilton at its essence…

CARING No matter what you do, do it with heart...

DISCUSS HOW VALUES ARE REINFORCED

Say Something Like: Obviously each of you will demonstrate these values in different ways based on your position, the situation you are in and your own personality. If you think back to our Ground Rules for this class, they directly reflected our Values.

In your departments you will find that these values are reinforced, with a different value for each day of the week. The purpose is to help you find new ways to provide exceptional service and Create A Rewarding Experience for each Guest, ensuring that we continuously work towards delivering our brand promise.

“To provide the special comforts and acts of kindness that make the traveler feel human again.”

REINFORCE WHERE THE LITTLE THINGS MEAN EVERYTHING

Say Something Like: Think about the last great customer experience you had, at a restaurant, at a store, anywhere.

Ask: What made that experience memorable?

Solicit responses from the group (Responses will vary)

Key Point: The simple interactions we have with Guests have the greatest impact on the Guest experience.

Say Something Like: At DoubleTree by Hilton we recognize that “The Little Things Mean Everything!”



Our Voice Slide 32

Engage with Guests!

Caring

Contemporary

Go ahead…

Conversational

Courteous

INTRODUCE BRAND VOICE

Say Something Like: Our Promise and our Values boil down to the simple belief that formal, process-driven hotels don’t make Guests more productive or make their family vacations any more enjoyable.

At Doubletree by Hilton, we’re not like everyone else. We’re a breath of fresh air… We are Conversational, Courteous, Caring, Contemporary and – Human! We reflect the characteristics of people’s better qualities!

A place that understands our Guests and that’s actually comforting and inviting…Real… Not scripted from some company manual.

So go ahead, be yourself! Engage your Guests in a real and honest way. Make your Guests feel at home by letting your cheerful personality shine through! As long as you deliver on the promise we make to our Guests you’ll always have the support you need to provide CAREing service to all your Guests.

TRANSITION TO HOTEL EXPERIENCE TOUR

Hotel Experience Tour Leader Guide



Goal

The purpose and goal of this module is to familiarize participants with the property and key information necessary for their success.

Time

1 ¼ - 1 ¾ hours with additional 30 minutes for lunch.

Overview

Property Tour

Scavenger Hunt Review

Materials Needed

Participant Workbook

Preparation

Because the Sales Team is typically the most familiar with the property and how to sell these features, we encourage you to have a member of the sales team lead the tour when business allows.

Additionally, to create the most engaging experience for new team members and ensure they receive the necessary information, identify representatives from each department in advance and assist them in preparing to provide information to the participants using the key points for each section as a guide.

The tour typically works best with groups of 12 or less. If you have a larger group, consider breaking them into two groups and having them meet with the designated team members in a staggered rotation.

Leader Guide Hotel Experience Tour


Facilitator Note

Because each property is different we have not scripted the tour portions of this section but rather trust that you will elaborate as appropriate in each area. If possible keep the CARE Committee bulletin board at the end of the tour as it’s a great opportunity to reinforce key points.

Please be sure the key points are covered during the department presenter’s presentation. As the facilitator it may be necessary to reinforce or elaborate the key points to ensure they are covered.



Tour Overview Slide 33


IDENTIFY PURPOSE OF TOUR

Say Something Like: As a team member you will be approached regularly by Guests requesting information, directions, and assistance.

Ask: What types of questions might a Guest typically ask?

Solicit responses and Capture on a flip chart:

Say Something Like: These are important questions. Let’s take a tour of the property to ensure we can answer these questions next time our Guests ask.

During the tour you will be exposed to a lot of information and learn a great deal about the property, and how we take CARE of our Guests; focusing on the little things that mean everything and providing the special comforts and acts of kindness that make the traveler feel human again.



Page 9-12

INTRODUCE SCAVENGER HUNT


Say Something Like: You will notice in your workbook that there are key questions to answer about the department, the property and our local area.

Try to answer as many of these questions as you can during the property tour. So bring your workbooks and a pen with you.

When we get back we will review what we learned.

Let’s get started.

Facilitator Note

The Tour can happen in the order that is most convenient for you at your property given peak times, property layout, availability of staff, and total number of participants. Based on participant size it may be beneficial to break participants into two groups.



Valet / Bell

Estimated Time

5 minutes

Page 10

RUN THE VALET/BELL ACTIVITY.

Identify one person from the valet/bell staff that can discuss the following:

– Parking availability for Guests – Identify attractions / areas of interest to local Guests – Transportation options – Role of Valet / Bell / Concierge in Creating A Rewarding

Experience for Guests

Direct participants to the participant workbook

– What are our Guests parking options? – What are the transportation options for our Guests? – What is your favorite attraction in the area?

Optional Enhancement Activity

Preparation

Have maps available for participants to view 1/group or participant as appropriate

Instructions

What area attractions can you identify in the local area? Circle as many as you can on the map.

Ask participants to share their findings



Front Office

Estimated Time

10 minutes

Page 10

RUN THE FRONT OFFICE ACTIVITY

Direct participants to the participant workbook to answer questions – When in the check-in process do Guests receive the cookie? – Do DoubleTree by Hilton Cookies contain nuts? – What is one benefit of HHonors membership?

Ask for one volunteer to play role of the Guest. Have Front desk agent “check-in” participant, while remaining

participants watch. Ensure Guest Service Representative covers the following: – presentation of cookie – invitation to enroll in HHonors with explanation of one or two

benefits of being an HHonors member – property specific information

Obtain key for Rooms activity



Rooms

Estimated Time

10 minutes

Page 11

RUN THE ROOMS ACTIVITY.

Obtain a room key for a vacant room Identify a representative from Housekeeping who can describe

the following: – Sweet Dreams Bed and Pillows – In-Room Coffee – Crabtree and Evelyn Bathroom Amenities – Breakfast menu – Location of In room dining menu – Location of hair dryer – Television – High Speed Internet Access – Total Guest Rooms on property – MP3 Alarm Clock

Direct participants to the Participant Workbook to answer

questions

– How many Guest rooms do we have at our hotel? – What is written on the Guest’s pillow? – Where is the breakfast menu? – Where is the in-room dining menu? – Where is the clock radio? – Where is the hair dryer? – What type of bathroom amenities do we offer Guests?

Ask representative from Housekeeping to describe the key

features of the room (as noted above). Describe the various types of rooms available to Guests

REINFORCE BRAND PROMISE

Ask What is our Brand Promise? (Answer: We provide the special comforts and acts of kindness that make the traveler feel human again.)

How do the items we have in the room help us deliver on this promise? (Answers will vary)



Amenities

Estimated Time

10 minutes

Page 12

RUN THE AMENITIES ACTIVITY

Direct participants to the Participant Workbook to answer questions

– Do you have a gift shop? Where is it located? – What are the hours for our fitness center? – What services are available in our Business Center? – What other amenities do we offer our Guests?

As you tour the property point out each of the amenities and

specific information about each as appropriate. (Ex. Spa, HHonors Lounge, Business Center, Salon……)

Identify where Guests can obtain personal items/snacks (i.e. gift shop / grocery)



Heart of House

Estimated Time

3 minutes / Department

RUN THE HEART OF HOUSE ACTIVITY

Identify the various departments that do not typically have direct contact with Guests but impact the Guest experience or the team member experience.

Identify one representative from each department to share specific information about their department and how they contribute to Creating a Rewarding Experience.

Provide opportunity for Q&A

Facilitator Note

Sample departments might include: Laundry, Human Resources, Executive Offices, Accounting/Finance, Security



Engineering

Estimated Time

5 minutes


Consider sharing key information from LightStay such as Energy Consumption or Water Usage.

REINFORCE PROPERTY SUSTAINABILITY EFFORTS

Ask: Who can tell me what Sustainability is?

Solicit Responses (Answers will vary)

Say Something Like: Here at DoubleTree by Hilton we are committed to sustainability. Reducing waste, reusing items when possible, increasing efficiency and recycling.

Ask: What are some of the things you can do on property to support Sustainability?


– Turn off lights when they are not in use – Adjust thermostats as appropriate – Report dripping faucets , broken equipment – Turn off water faucets / reduce running water – Recycle whenever possible – Use only what you need

Page 12

RUN THE ENGINEERING ACTIVITY

Direct participants to the Participant Workbook to answer questions

– How do we support sustainability at our property? – Who do I notify if I see a problem that needs to be repaired?

Identify representative from Engineering who can discuss the

following

– Property sustainability efforts – How team members can report potential issues – Why it’s important to report problems immediately



Food and Beverage

Estimated Time

15 minutes / 45 minutes with optional enhancement


Give participants an opportunity to experience the menu and service instead of just reviewing the menus. Provide lunch for participants featuring various dishes from your restaurants. Consider providing sample platters so team members can have a small sample of multiple menu items.

What better way for them to be able to speak informatively about the quality of the restaurant with Guests, than if they’ve experienced it themselves?

RUN THE F&B ACTIVITY

Preparation

Identify someone from F&B that can speak informatively about the above.

Instructions

Ask participants to respond to the scavenger hunt questions in their workbook – What dining options do we have available at the hotel? – What menu item might you recommend to a Guest? – What are two items available on the breakfast buffet?

Have F&B representative discuss the following key points Tour food and beverage outlets (restaurants/bars)

– Hours of operation – Menu items

• Restaurant(s) • Breakfast Buffet

Room service availability Identify hours of operation



Care Committee

Estimated Time

5 minutes

Facilitator Note

Try to keep this at the end of the Tour as it is a great way to tie everything they learned on the tour back together.

Page 13

RUN THE CARE COMMITTEE ACTIVITY

Identify member of CARE Committee that can discuss the CARE Committee and the contents of the Bulletin Board

Ask participants to respond to the scavenger hunt questions in their workbook – What are three items posted on the CARE Bulletin Board? – How can I get involved in the CARE Committee?

Ask representative to discuss following key points CARE Committee Bulletin Board

– SALT/Guest Reviews – Brand Promise Report – Role of CARE Committee

• Current areas of focus • Success stories

Opportunities to get involved with CARE efforts at our property and in our community

TRANSITION TO SCAVENGER HUNT REVIEW

Say Something Like: Let’s Review our Scavenger Hunt Results and make sure we have all of the key information we need in order to be successful in our new role.



Scavenger Hunt Review Slide 34

Scavenger Hunt Review

Pages 10-13

DEBRIEF SCAVENGER HUNT

Direct Participants To The Participant Workbook

Ask: Who was able to answer all the questions on the Scavenger Hunt?

Who missed less than 10?

Less than 5?

Note: Continue until you identify the winner of the Scavenger Hunt

Ask: What was the best part of the scavenger hunt?

Solicit one or two responses (Answers will vary)

Review all Scavenger Hunt Questions

Encourage participants to provide answers during review.

TRANSITION TO CREATING A REWARDING EXPERIENCE

Leader Guide Creating a Rewarding Experience


Creating a Rewarding Experience

Goal

The purpose and goal of this module is to understand CARE from the Guest’s perspective, how it is measured, how team members will continue being prepared for success and how our property creates a rewarding experience for team members.

Time

30 minutes

Overview

CARE Measuring Our Success Preparing for Your Success Benefits of Success

Materials Needed

Answers to Scavenger Hunt Role Play Props (Optional Enhancement) Survey (Optional)

Creating a Rewarding Experience Leader Guide


Care Slide 35

Loyalty

DEFINE LOYALTY AND ITS ROLE IN PROPERTY SUCCESS

Ask: What is loyalty?

Solicit Responses from the group (answers will vary)

Ask: What are you loyal to?


– Family – Sports team – brand

Ask: Why are you loyal to ___________?

Solicit Responses

Ask: What do you expect in exchange for this loyalty?

Solicit Responses (Key point – honor our promise)



Care

Say Something Like: Just as we are loyal to a sports team because they play their best, because we know someone on the team, or because it’s a family tradition; our Guests are loyal to us for the same reasons - because we are delivering an experience they truly value.

Loyalty is a key driver for our business. How our Guests feel about us directly determines our success and our future as a hotel. But the loyalty our Guests have to our property – directly impacts the loyalty of that Guest to DoubleTree by Hilton around the world.

How we treat one Guest can impact every property around the globe. This is why – The Little Things Mean Everything! We have to live our values and fulfill our promise each and every day.

As a company our success is dependent upon Guests who are loyal to DoubleTree by Hilton and our property. Just as a sports team can’t survive without loyal fans, we cannot survive without loyal Guests.



Slide 36

At Your Service……

100% Satisfaction Guaranteed

INTRODUCE 100% SATISFACTION GUARANTEE

Say Something Like: Just going through the motions, providing an efficient check-in, and a clean room is not enough. We have to live our promise every day.

We are so confident that you are able to fulfill our promise to our Guests that we provide a guarantee. A 100% Satisfaction guarantee that their stay with us will be an experience they truly value – their Reward.

These memorable experiences are what create Guest loyalty. A loyalty that encourages Guests to tell their business associates, friends and family and return to us time and time again.



Slide 37

Measuring Guest Loyalty

DISCUSS HOW LOYALTY IS MEASURED

Say Something Like: We determine Guest loyalty through their answer to three basic questions.

1. Are they satisfied with their experience at our hotel? 2. Will they recommend our hotel to another person? 3. Will they return to our hotel in the future?

Point to center of Screen marked Loyalty

Say Something Like: When our Guests answer yes to all three questions, we have a loyal Guest. A Guest, we can continue to build a relationship with, and CARE for each and every visit.



Slide 38

Recognizing our Best Guests

• HHonors

• Best Guest Report

INTRODUCE TOOLS TO RECOGNIZE AND REWARD BEST GUESTS

Say Something Like: We also want to recognize our best Guests and ensure we express our appreciation for their loyalty.

Ask: Who can tell me what our Guest loyalty program is called?

Solicit Responses (Answer: HHonors)

Say Something Like: That’s right; HHonors is our Guest Loyalty program. Our loyalty program has 4 tiers, each with different levels of benefits.

Those 4 levels are Blue, Silver, Gold and Diamond, with Diamond members representing our most loyal Guests.

You will learn more about HHonors during your department huddles and supplemental training.

Ask: Who can tell me one benefit of being a HHonors member?




Build Slide

Say Something Like: We also have a special report called our Best Guest Report that will tell us who our best Guests are, and a little bit about them. This way we can recognize them before they arrive and provide those Special Comforts that they like best – an extra pillow, a specific room, or a personal hello.

Ask: Who has seen the Best Guest Report?

Ask: How have you used this report to personalize the service you provide to these Guests?

Solicit 3 or 4 responses

Say Something Like: The Best Guest Report can be used by all departments to help us CARE for our Guests. When you return to your department ask your Manager about the Best Guest Report and how your department uses the report.


Distribute copies of the Best Guest Report

Ask participants to review the Best Guest Report

Ask: How might you use this report to Create a “10” experience for your Guests?



Slide 39

Listen to Our Guests

Page 13

DISCUSS HOW TO IDENTIFY GUEST CONCERNS

Say Something Like: Because loyalty is so important in our business we check to ensure we are building loyalty with our Guests. First we ask our Guests about their stay, while they are still with us.

Additionally by being Attentive, one of our core values, each of us are listening to our Guests, and ensuring they are having a rewarding experience.

Build Slide

Say Something Like: We also provide an easy way for Guests to reach us if they have a problem, so we can fix it quickly and easily. All a Guest has to do is call the CAREline. If you see a problem or a Guest notifies you of a problem you can’t resolve, you can call the CAREline to ensure it is resolved as well. The CAREline # is ________.

Direct Participants to Workbook

Say Something Like: Write that telephone number down in your workbook so you can remember it later in case you need to call on behalf of a Guest.

Because at DoubleTree by Hilton “The Little Things Mean Everything!” we want to ensure we are taking care of the little things as well as the big things like a clean room, and a good night’s sleep.

Ask: So why is it so important to listen to our Guests and address their concerns during their stay?

Solicit Responses (Key Point: Our Promise)



Slide 40

Empowerment Guidelines

DISCUSS HOW/WHEN TO RESOLVE GUEST CONCERNS

Say Something Like: We’ve made a promise to our Guests and we guarantee that we will live up to that promise.

Ask: When is the best time to fix a problem?


– Before it happens – Immediately

Ask: What happens if we don’t fix their problem during their stay?


– Unhappy Guest – Guest tells others about negative experience – Guest stays at other hotel next time they visit.

Ask: What can we do to fix a problem after they have left? Solicit Responses (Answer: Nothing)

Say Something Like: Once a Guest has left we can no longer fix the problem. We can repair the damage but the Guest has left with a negative feeling about us and we have broken our promise to that Guest.

The best time to fix a problem is before it happens. By living our values we can either prevent the problem or solve it immediately, thereby creating a loyal happy Guest instead of an unhappy one.



Ask: When a Guest has a problem what options does a Guest have?


– Call CAREline – Let any team member know – Not say anything

Ask: Who can tell me what the CAREline # is?

Solicit Response (Answer ___________)

Say Something Like: That’s right this number is a quick and easy way to solve a problem. But as a member of the team you also are empowered to fix the problem. Whatever it takes. In your departments you will learn more about the things you are empowered to do, using our Empowerment Guidelines and the CRM Toolkit.



Slide 41

Measuring Our Success

• SALT Survey• Guest Review Survey• Brand Promise Scorecard• Quality Assurance

IDENTIFY HOW WE MEASURE PROPERTY SUCCESS

Say Something Like: While we always strive to prevent problems or at the very least solve any problems our Guests have during their stay, sometimes our Guests don’t let us know. This is why we randomly ask Guests how we are doing in delivering on our promise through two surveys. The Guest Review and the SALT (Satisfaction and Loyalty Tracking) Survey.

These surveys provide insight into our Guests’ experiences and help us identify ways we can ensure that we continuously improve upon how we deliver rewarding Guest experiences and solve problems before they happen.

The SALT survey is where we ask those three basic questions about Loyalty we mentioned earlier.

1. Are they satisfied with their experience at our hotel? 2. Will they recommend our hotel to another person? 3. Will they return to our hotel in the future?

We have also identified the items on the survey that Guests tell us are most important in Creating a Rewarding Experience using our Brand Promise Scorecard.

We also work with Quality Assurance. Quality Assurance provides an objective view of our property to ensure that we are able to deliver on our promise by checking on the quality and cleanliness of our property.

By ensuring we meet our Quality Standards, we show we CARE.



Slide 42

Helpfulness of Hotel StaffWelcomed as Return GuestHelpfulness of Front Desk StaffHelpfulness of Maintenance StaffHelpfulness of Housekeeping

StaffStaff made me feel welcome

throughout my stayProblem free stays

Check InCheck-In Speed & EfficiencyCookie offered at Check-inCookie warm when receivedDelivery of HHonors VIP benefits

Hospitality

“Moments of Truth”

Guest RoomGuestroom CleanlinessGuestroom Bathroom Cleanliness

Food & BeverageHelpfulness of Restaurant Staff -

BreakfastOverall Food and Beverage

Experience

Page 9

INTRODUCE “MOMENTS OF TRUTH” (BRAND SCORECARD)

Say Something Like: We talked with our Guests and identified the things that they thought were most important to a Rewarding Stay. We list those items on our Brand Promise Scorecard.

Those items are broken into 4 sections

– Check-in – Guest Room – Food & Beverage – Hospitality

Regardless of your position you play a vital role in our property’s success.

Direct Participants To The Participant Workbook

Say Something Like: Let’s take a moment to write down, individually, the 5 attributes we can impact in our position

RUN THE MOMENTS OF TRUTH ACTIVITY.

Break Participants into Table Groups Share the attributes you selected. Explain what specific things you can do to have an impact and

help us deliver on the Brand Promise.

Debrief activity by soliciting one or two key points from each group

Say Something Like: At the end of each day these moments of truth, especially our focus on Hospitality, is what builds Guest loyalty.



Slide 43

Global Brand Standards

INTRODUCE BRAND STANDARDS

Say Something Like: DoubleTree by Hilton is continuously shaping an exceptional Guest experience by developing core brand standards that Guests can benefit from at every DoubleTree by Hilton around the globe. With all DoubleTree by Hilton’s following these standards we can guarantee consistency on all the things that really matter to DoubleTree by Hilton Guests.

First and foremost we want to begin our Guests experience with a gift.

Ask: What is that gift?

Solicit Response (Answer: a Warm Chocolate Chip Cookie )

Say Something Like: Our first standard, given before they even check in. All designed to bring the Guest back to being themselves.

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Say Something Like: One of the most important things to our Guests is a Great Night’s Sleep.

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Say Something Like: This experience starts when they enter their room and are able to enjoy a freshly brewed cup of coffee or a refreshing cup of tea in comfort and tranquility. Easy and convenient, there when they want it, no fuss, no problem.

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Say Something Like: Their experience continues when they slip under the sheets of the Sweet Dreams® bed and are able to find just the right pillow.

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Ask: Where can a Guest exercise during their stay?

Solicit Response (Fitness Center by Precor)

Say Something Like: You learned more about this standard during our Hotel Experience Tour. But our Brand Standards don’t stop there.

Ask: Based on the time you have been working here, what are some other DoubleTree by Hilton Brand Service Standards you are aware of?

Solicit Response (Answers will vary but may include)

– Express check-in/out – Newspaper delivery – CRM Welcome and Service Recovery Tools – CARE Comment Card – HHonors® Guest Welcome Amenity – Engagement Tools – Hello Zone (5 foot 10 foot rule, Answer

phone in 3 rings…..)



Slide 44

Where the Little Things Mean Everything!

We provide the special comforts and acts of kindness

that make the traveler feel human again

REVIEW PROMISE, VALUES, ESSENCE, C.A.R.E.

Say Something Like: Are you feeling the commitment to service of DoubleTree by Hilton? You have chosen to join a brand that shares common values with you. The Foundation of DoubleTree by Hilton is supported by our rich culture of CARE, our celebration of each property’s and team member’s unique ability to cater to our Guests in their own way focusing on the little things - that mean EVERYTHING!

We want you to take pride in the fact that you have been selected to join DoubleTree by Hilton, and have an opportunity to take part in writing the next chapter of our DoubleTree by Hilton story and keeping our promise.

Ask: What is our Brand Promise?

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Say Something Like: Each of us plays a critical role in our hotel’s success. By embracing our brand culture, getting involved in how we CARE for our Guests, our team members and our communities, we can make the traveler feel human again.

Ask: What does CARE stand for?

Encourage Shout Out (Answer: Creating A Rewarding Experience)



Slide 45

We provide the special comforts and acts of kindness

that make the traveler feel human again.

The “10” Experience

REVIEW PURPOSE OF “10” PIN

Ask: Who can tell me what it means to be a “10” at DoubleTree by Hilton?


Say Something Like: The “10” Experience is our promise to every Guest that we will deliver our best every time. Our expectation is that you will focus on Creating A Rewarding Experience for our Guests by taking advantage of every opportunity you have to deliver the Traveler’s Reward.

Ask: So who here is ready to be a “10” and deliver a “10”?

Encourage a shout out

Facilitator: Who’s A “10”?

Participant : I am

Provide a “10” Pin to each participant Say Something Like: This pin represents your commitment to Delivering our Brand Promise and Creating a Rewarding Experience for our Guests. Now that we are all prepared to be a “10” and deliver a “10” let’s take a moment to reflect on what we have learned and identify what we can do to deliver that “10” experience.



Slide 46

• In your table groups• Identify actions you can

take to create a “10” experience

• Flipchart the top 10 actions from your group

Top “10” Ways to C.A.R.E.

RUN THE TOP “10” ACTIVITY

Break participants into groups (3-6). Identify actions you can take to create a rewarding experience,

a “10” experience for our Guests, On flipchart, write down the top “10” actions you can take to

create that “10” experience as a group Encourage participants to use workbook as a reference Ask participants to post flipchart on wall when it is complete

Page 14

DEBRIEF ACTIVITY AND REINFORCE C.A.R.E.

Ask for a volunteer from each group to read their list

Repeat until all teams have read their list

Recognize strong actions

Say Something Like: We have identified some great actions that will reinforce CARE when we return to our positions but there are so many to choose from.

What I would like you to do is pull from these lists your own top “10” and write them in your workbook


TRANSITION TO PREPARING FOR YOUR SUCCESS

Say Something Like: When you go back to your department, share your Top “10” List with your Supervisor and talk with him/her to determine additional things you can do to help deliver on the Brand Promise and enhance property performance.

Here are a few ways that your department will continue to prepare you.



Preparing For Your Success Slide 47

Job Skills CertificationJob Skills Rehearsals

Preparing For Your Success!

Engagement Tools


Traveler’s Reward TrainingTraveler’s Reward Huddles

REVIEW DEPARTMENT SPECIFIC TRAINING

Say Something Like: At DoubleTree by Hilton we provide you with a host of resources to help you engage our Guests, anticipate their needs and Create A Rewarding Experience, a “10” experience for our Guests, and deliver on our Brand Promise.

Ask: What is our Brand Promise?

Encourage all to answer (To provide the special comforts and acts of kindness that make the traveler feel human again)

Say Something Like: We are committed to creating the best possible environment, enabling and empowering you to deliver on our brand promise and ensure that every Guest experiences comfort, kindness, and humanity.

We are focused on developing your skills, encouraging your initiative and keeping you informed. We celebrate your contributions and ideas that continue to drive our success and enrich our story.

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Say Something Like: New Hire Celebration is just the beginning of the education and development you will receive as a member of our team.

You’ve learned a great deal today about our history, our culture, our values and your role in Creating A Rewarding Experience for our Guests.

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Say Something Like: The Job Skills checklist is one of the first items in your development and ensures you have the basic knowledge and skills needed to be successful. It should be



Preparing For Your Success completed within the first 45 days in your new role. If you have not already received yours from your manager please take the time to ask as soon as you return to your department. The Job Skills checklist is designed to ensure you have all the information and skills necessary to deliver the brand promise and live our values.

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Say Something Like: You will also be completing the Traveler’s Reward Training which is our Service Skills Training. This training is designed to help you take your basic job skills to the next level so you can deliver great service to our Guests, live our seven brand promise values and make the traveler feel human again.

Ask: What are our 7 brand promise values?

List days of week in order and have participants call out correct responses.

– Monday – REAL – Tuesday ATTENTIVE – Wednesday – CHEERFUL – Thursday – FLEXIBLE – Friday – THOUGHTFUL – Saturday – HONEST – Sunday - CARING

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Say Something Like: Just like a team that is developing a strategy for the big game, your department will host weekly Huddles. These huddles help to reinforce how we will deliver the promise in our own unique way. They will help you continue to build your knowledge and skills as a new team member and refresh/hone your skills as you gain more experience.



Preparing For Your Success Slide 48

Share the CARE!

INTRODUCE REUNION

Say Something Like: Be prepared to Share the CARE during our Reunion and test your knowledge about DoubleTree by Hilton, our promise, our values, and our commitment to CARE.

Note: This is great opportunity to discuss any property specific training you provide.

TRANSITION TO BENEFITS OF SUCCESS

Say Something Like: Now that you have a full understanding of what our Guests expectations are of you and how we prepare you to exceed those expectations to Create A Rewarding Experience for our Guests what are the benefits of joining our team?



Benefits of Success Slide 49

Training

Fun

DevelopmentOpportunity Career

Travel

CAREing for our Team Members

INTRODUCE TEAM MEMBER TRAVEL BENEFITS

Say Something Like: As a member of the Hilton Worldwide team you have the opportunity to stay at any property within the Hilton Worldwide Portfolio of brands at team member rates, based on availability of course.

Discuss Current Team Member Travel Benefit

Say Something Like: You also have the opportunity to join HHonors and earn points just as our Guests do.

Note: As team member travel benefits continue to evolve, updated information will be provided via TreeMail and OnQ Insider

Optional Enhancements

Ask participants to break into groups of 3-5 participants and brainstorm the benefits they expect as part of this organization (2 minutes).

Discuss the actual benefits you provide to team members. Be sure to include opportunities for advancement, training, salary increases, etc.

OR Let them know how/when they will learn about their benefits.



Benefits of Success

Page 17-19

OBTAIN SIGNATURES OF COMPLETION

Please turn to the back of your workbook and sign and date the two acknowledgement pages in your workbook. We will place one copy with our training documentation and the other in your personnel file.

TRANSITION TO PROPERTY SPECIFIC INFORMATION

Discuss property/management company specific information here.

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