SWISS INTERNATIONAL HOTELS & RESORTS Operating Manual

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SWISS INTERNATIONAL HOTELS & RESORTSOperating ManualSwiss International Hotels & Resorts Operating ManualPage 1

SWISS INTERNATIONAL HOTELS & RESORTSOperating ManualDocument No.1306Revision No.Scope : Owners, GM,ManagersLocation: Swiss InternationalHotels & ResortsDate preparedDate reviewedDate approved23.06.201319.09.201326.06.2013By: SvNBy:SvNBy:HKEffective Date01.07.2013Revision HistoryRevisionDate0.00.119.09.2013Description of changesRequested byInitial releaseHKInsertion of new LogosHKSwiss International Hotels & Resorts Operating ManualPage 2

INDEX1.INTRODUCTION. 62.SWISS INTERNATIONAL VALUES . 63.THE BRAND . 84.THE CONCEPT . 85.LOCATION, BUILDING & SIZE . 96.EXTERNALS . 96.1 EXTERNAL SIGNAGE . 96.2 DISPLAYING THE FLAG . 96.3 ENTRY DRIVE . 96.4 PARKING . 106.5 MAIN ENTRANCE . 106.6 SWISS CAFÉ, RESTAURANT & LOUNGE ENTRANCE. 117.PUBLIC AREAS . 117.1 INTERIOR DESIGN . 117.2 FURNITURE, FIXTURES & EQUIPMENT . 117.3 Lobby / Foyer . 117.4 SHOWCASES. 127.5 RECEPTION / GUEST SERVICE DESK. 127.6 CHECK IN STANDARDS . 137.7 LUGGAGE . 137.8 CHECK OUT STANDARDS . 147.9 GUEST ELEVATOR. 147.10 INTERIOR STAIRWELLS . 157.11 PUBLIC TOILETS . 158.SWISS CAFÉ, RESTAURANT & LOUNGE . 158.1 LOUNGE SERVICE STANDARDS . 169.MEETINGS & EVENTS . 169.1 Lighting . 179.2 EQUIPMENT . 179.3 SET-UP . 179.4 HOURS OF OPERATION & PACKAGES . 189.5 GENERAL REQUIREMENTS . 199.6 TECHNOLOGY . 1910.INSPIRATIONS . 1911.GUEST ROOMS . 2011.1 STANDARD ROOM SUPPLY . 2011.2 IN-ROOM SAFES . 2211.3 BATHROOM FIXTURES . 2311.4 STANDARD BATHROOM SUPPLIES. 2311.5 BATHROOM AMENITIES . 24Swiss International Hotels & Resorts Operating ManualPage 3

11.6 SWISS-ECO . 2511.7 GUEST ROOM SET-UP & INSPECTION . 2511.8 GUEST ROOM CLEANING . 2511.9 GUEST ROOM SECURITY . 2612. HOUSEKEEPING . 2612.1 PUBLIC AREA CLEANING . 2612.2 WINDOW CLEANING . 2712.3 GUEST LAUNDRY . 2712.4 LAUNDRY & LINNEN USE . 2712.5 UNIFORMS . 2812.6 HOUSEKEEPING AND MAINTENANCE REQUESTS. 2913. MAINTENANCE . 2913.1 PREVENTIVE MAINTENANCE AND QUALITY CONTROL . 2913.2 ENGINEERING & MAINTENANCE . 2913.3 REHABILITATION REQUIREMENTS . 3013.4 LANDSCAPE MAINTENANCE & PLANTS . 3014. SAFETY & SECURITY. 3114.1 TRAINING . 3114.2 WORKPLACE SAFETY . 3114.3 KEY CONTROL. 3114.4 RESTRICTION ON HOUSE PHONES . 3214.5 WATER SUPPLY AND REFRIGERATOR TEMPERATURES . 3214.6 FIRE SAFETY SYSTEM . 3214.7 FOOD HYGIENE . 3315. HOTEL TECHNOLOGY. 3315.1 ROOM DATA INTEGRITY PROCEDURES . 3415.2 GUEST HISTORY DATA. 3515.3 IT SECURITY . 3515.4 TELEPHONES . 3615.5 PUBLIC SPACE MUSIC . 3716. OPERATING SYSTEM . 3716.1 SWISS-REZ. 3716.2 ITEMIZATION OF CHARGES . 3916.3 RESERVATIONS SYSTEM HANDLING . 3916.4 OTAs & TOUR OPERATORS . 4116.5 SWISS-FLEX . 4216.6 INTERNET, WEBSITE AND TRADEMARK STANDARDS . 4216.7 SWISS-REV. 4416.8 SWISS-REP . 4417. SALES & MARKETING . 4517.1 ADVERTISING . 4517.2 CHANNEL MARKETING AND E-NEWSLETTER . 45Swiss International Hotels & Resorts Operating ManualPage 4

17.3 MERCHANDISING . 4517.4 PROMOTIONS . 4517.5 MARKETING – GENERAL . 4617.6 SALES – GENERAL . 4617.7 SWISS INTERNATIONAL SIGNATURE AND RELATED GRAPHICS . 4717.8 EXTERIOR GRAPHICS . 4717.9 GUEST SERVICE VEHICLES . 4818. HUMAN RESOURCES . 4918.1 MANAGEMENT TEAM . 4918.2 STAFF MEMBERS . 4918.3 STAFF FACILITIES. 5018.4 STAFF DINING AREA . 5018.5 TRAINING & DEVELOPMENT . 5018.6 SWISS TEAM MEMBER TRAVEL PROGRAM . 5119. FINANCE . 5219.1 FINANCIAL REPORTING . 5220 INSURANCES . 5320.1 INSURANCES DURING CONSTRUCTION . 5320.2 INSURANCES DURING OPERATION . 5320.3 ADEQUACY OF INSURANCE. 5421. BRAND STANDARDS COMPLIANCE . 5422. SERVICE STANDARDS . 5522.1 GENERAL . 5522.2 TELEPHONE HANDLING . 5622.3 COMPLAINT HANDLING . 57Swiss International Hotels & Resorts Operating ManualPage 5

1. INTRODUCTIONSwiss International Hotels & Resorts is the upscale to upper upscale hotel collection ofSwiss International Hospitality Commons (hereafter Swiss International). The presentOperating Manual defines the unique signature elements, design standards, and servicelevels that are the essence of the brand characteristics of Swiss International Hotels &Resorts. It furthermore describes the desired behaviors and key components that reflectthe shared corporate values of Swiss International and that express the “Swissness” ofthe brand.2. SWISS INTERNATIONAL VALUESSwiss International Hospitality Commons and its brands stand for International Quality –Local Affinity. At Swiss International we consistently provide our local and internationalGuests with professional hospitality based on Swiss Quality and on our Swiss Values.During any task and duty that we are executing, we consistently apply the followingvalues that are the core of Swiss Quality:Swiss International Hotels & Resorts Operating ManualPage 6

HOW TO WALK THE TALK Each task within the service process needs tobe completed in an economic way, withoutwasting any resources (time, effort, money,supplies etc.) whilst reaching the intendedresults (effectiveness) to ensure customersatisfaction Each task within thebe completed in awithout making anyattention to even the The creativity of finding new ways andmethods to complete each task and / or ofintroducing new ideas that add value andvariation to each task Being polite and showing respect & genuineconsideration and care for others is the core ofhospitality The fact of being always one step ahead ofthings that may happen and/or of requeststhat may be made by guests while completingeach task within the service process The fact of being conscience of right or wrong(moral) behaviour towards others and oneselfe.g. lying, cheating, stealing etc. Each task within the service process needs tobe completed by taking full ownership of it,which implies responsibility, and by respectingthe standards of Swiss International at anytime, which implies loyalty to the company The contribution of each and every one topreserve the natural resource of our planet iscrucial for the generations to come. In everytask to be completed one needs to consider thepossibilities to avoid pollution, waste andspillage as well as the opportunities forrecycling.Swiss International Hotels & Resorts Operating Manualservice process needs toprecise and exact way,mistakes, and by payingsmallest detailsPage 7

3. THE BRANDThe brand of the upscale to upper upscale hotel collection of Swiss Hospitality Commonsis Swiss International Hotels & Suites.The individual hotel is branded e.g. Swiss International Abu Dabi.The usage of the logo for signage, stationary and advertisement is outlined in the Manual“Branding Guidelines” which can be found on www.swissmembers.com .The Swiss International Hotels & Resort Brands may only be used as set forth in thisManual, and neither the Marks, nor any other Brand logos or signatures may be used forany other purpose or by any other entity for any purpose without the prior writtenapproval of the Brand Representative for Marketing.4. THE CONCEPTStylish Elegant Swiss Quality Service Consistent Value Sophisticated &State-of-the-Art Technology Comfortable De Luxe AmenitiesThe philosophy of Swiss International Hotels & Resorts is to offer most elegant &luxurious facilities and a De Luxe level of comfort combined with genuine personalservice to the savvy business and leisure traveler in an elegant yet functionalenvironment. Swiss International Hotels are situated in key locations, close to airports orin City Centers.The tone of voice is tasteful, innovative, discrete, responsive, efficient and friendly.Besides functional & elegant designed rooms, Swiss International Hotels & Resortsfeatures a well equipped fitness center with an Altitude Spa, modern meeting rooms withstate-of-the art technology and the Swiss Café, Restaurant & Lounge

Swiss International Hotels & Resorts Operating Manual Page 6 1. INTRODUCTION Swiss International Hotels & Resorts is the upscale to upper upscale hotel collection of Swiss International Hospitality Commons (hereafter Swiss International). The present Operating Manual defines the unique signature elements, design standards, and service