GLOBAL OPERATING STANDARDS INDEX

1.
a. b. c. d. e. f. g. h.

GUEST EXPERIENCE
GENERAL REQUIREMENTS GUEST TELEPHONE COMMUNICATION GUEST RELATIONS EMPLOYEE TRAINING LAUNDRY/VALET SERVICES FULFILLING UNANTICIPATED NEEDS PROBLEM RESOLUTION DOCUMENT HANDLING

2.
a. b. c. d. e. f. g.

WELCOME & FAREWELL EXPERIENCE

GUEST ARRIVAL PARKING BELL SERVICE CONCIERGE SERVICE HOTEL CLEANLINESS AND CONDITION GUEST DEPARTURE RELATIONSHIP WITH OTHERS DEPARTMENTS

3.
a. b. c. d. e. f. g. h. i. j. k. l. m. n. o.

ADMINISTRATION / INDIRECT EXPERIENCE

ADVERTISING WEB SITE AND TRADEMARK STANDARDS SOCIAL MEDIA CHANNEL MARKETING E-NEWSLETTER PROMOTIONS SALES AND MARKETING PROGRAMS SALES GENERAL BRAND STANDARDS COMPLIANCE MANAGEMENT TEAM MANAGER ON DUTY PROGRAM NEWSPAPER DELIVERY SMOKING AND NON-SMOKING REQUIREMENTS UNIFORMS INSURANCE STANDARDS INSURANCE REQUIRED DURING OPERATIONS

p. INSURANCE GENERAL REQUIREMENTS q. RELATIONSHIP WITH OTHERS DEPARTMENTS

4.
a. b. c. d. e. f. g.

FOOD AND BEVERAGE EXPERIENCE

GENERAL RULES OF OPERATION EUROSTARS BREAKFAST RESTAURANT IN-ROOM DINING EXPERIENCE BAR / LOUNGE EXPERIENCE BANQUETS RELATIONSHIP WITH OTHERS DEPARTMENTS

5.
a. b. c. d. e. f. g. h.

GUESTROOM AND BATH EXPERIENCE

GENERAL REQUIREMENTS GUESTROOM AND BATHROOM AMENITIES GUESTROOM AND BATH ADDITIONAL COMPLIMENTARY ITEMS OTHER GUESTROOM OPERATING SUPPLIES CONSERVE TO PRESERVE PROGRAM IN-ROOM MINIBAR / REFRIGERATOR SERVICES IN-ROOM SAFES GUESTROOM CLEANING

6.

CRM EXPERIENCE
a. CUSTOMER RELATIONSHIP MANAGEMENT (CRM) b. FRONT DESK STANDARDS

7.

MEETINGS, EVENTS & BUSINESS CENTER SERVICES

a. EUROSTARS MEETINGS b. PREFUNCTION SPACE c. BUSINESS CENTER SERVICES

8.

RECREATION EXPERIENCE
a. POOL b. FITNESS CENTER EXPERIENCE c. SPA EXPERIENCE

9.

RETAIL / CONCESSIONAIRE EXPERIENCE

a. CONCESSIONAIRES b. GIFT SHOP

10.
a. b. c. d. e. f. g.

RESERVATIONS & DISTRIBUTION EXPERIENCE

GENERAL REQUIREMENTS TELEPHONE RESERVATIONS ROOM RATES GUEST ACCESS AND PRIVACY POLICY DISTRIBUTION STANDARDS TRAVEL AGENT COMMISSIONS HOTEL EMPLOYEE & FAMILY TRAVEL PROGRAMS

11.
a. b. c. d. e. f.

SAFETY AND SECURITY

KEY CONTROL GUESTROOM SECURITY LOST AND FOUND FIRE SAFETY SYSTEMS FOOD HYGIENE INFORMATION TECHNOLOGY SECURITY

12.
a. b. c. d. e. f. g.

TECHNOLOGY EXPERIENCE
GENERAL REQUIREMENTS HIGH-SPEED INTERNET ACCESS TELEPHONES GUESTROOM TELEPHONE FACEPLATES GUEST SERVICE HOTLINE GUESTROOM TELEPHONE SERVICES TELEVISION STANDARDS

1.

GUEST EXPERIENCE

a. GENERAL REQUIREMENTS The hotel must meet all local disability requirements and any Hotusa specific requirements. Equipment for travelers with disabilities must be available as a complimentary loan item. All management-on-duty and front desk staff must be familiar with the location and operation of such equipment. The hotel must ensure that its employees do not solicit tips. However, gratuities, when offered, may be accepted. Any tips accepted by an employee must be removed out of the direct line of service and kept out of guests view. The hotels must not solicit guests for donations (including donations benefiting charities) except for Brand approved and implemented programs. Special cases may be considered with prior Brand approval.

b. GUEST TELEPHONE COMMUNICATION

The hotel must ensure it follows these requirements: Guest names or room numbers are never given Calls are not transferred to guest rooms without the caller identifying correctly the last name of a registered guest

c. GUEST RELATIONS All guests complaints must be documented in the system and managed by the relevant department head. The hotel must maintain procedures to ensure that in-house guest complaints are taken 24 hours per day and, whenever possible, responded to while the guest is still in-house.

d. EMPLOYEE TRAINING Eurostars reserves the option to conduct certification for employees of the hotel from time to time.

Attendance will be mandatory if the certification is deemed necessary by the chain. Similarly, Owners, managers and employees of management companies must attend mandatory orientation and training programs, and annual Brand conferences. e. LAUNDRY/VALET SERVICES The hotel must provide a laundry; valet and pressing service five days a week at a minimum. Service is to be same-day or 24-hour, where possible. 1.5.2. Returning guest items: If guests are not present in the room when laundry is returned, the laundered items required to be hang closet and the remainder of the items must be left in the room. In cases where a Do Not Disturb sign is displayed when the laundry is returned, a card must be placed under the door or a voicemail left inviting guests to call for delivery at their convenience.

f. FULFILLING UNANTICIPATED NEEDS

The hotel must have the Brand approved Fulfilling Unanticipated Needs items (toothpaste, toothbrush, razor and shaving cream) available upon guest request and on a complimentary basis. A variety of electrical adaptors and computer plugs must be available upon request on a complimentary basis. If the item is not returned, one charge upon authorization may be done and added to the final charges. g. PROBLEM RESOLUTION The hotel must utilize the Problem Resolution Tracker tool and maintain records of reports for a minimum of six months. The hotel must receive written complaints. Additionally, if the complaint requires investigation, at the time of acknowledgment the guest must be advised that the complaint will be researched and given a date by when the guest will receive a response. Guest Service Hotline: a. The hotels Guest Service Hotline must be answered 24 hours a day, every day, by a hotel employee trained in handling service recovery for guest requests, inquiries, problems or complaints. b. Guest requests, inquiries, problems or complaints received via the Guest Service Hotline must be responded to and dealt with to the satisfaction of the guest within 15 minutes, or within a reasonable time frame committed to by the Guest Service Hotline agent when more time is needed.

h. DOCUMENT HANDLING

Guest must be contacted or a message left on guest voice mail to notify of receipt of packages. Guest confirmation notice from third-party delivery service (example: FedEx, UPS, etc.) must be delivered to guest upon receipt.

2. WELCOME & FAREWELL EXPERIENCE

GUEST ARRIVAL

The hotels check in must be no later than 3:00 p.m. It means that the rooms must be ready before 3 even if the guest will arrive later at night.
PARKING

If the hotel has off-premise parking only, it must provide valet parking services.
BELL SERVICE

Bell service must be available between the hours of 7:00 a.m. and 11:00 p.m. Additional hours are based on specific market needs (e.g., airport, resort, convention, commercial,) or activities of the hotel including group, social and events).
CONCIERGE SERVICE

Concierge service must be available at a minimum between the hours of 7:00 a.m. and 11:00 p.m. If the hotel wishes to install digital panels / virtual concierge, it must contact the Brand Technology Team for recommended solutions and their Director of Brand Performance Support for approval prior to installation. If approved, concierge service must still be offered.
HOTEL CLEANLINESS AND CONDITION

All areas in the hotel (including back of the house areas such as the kitchen, storage areas and offices) must be kept to the highest cleanliness standards. Hotel cleanliness will be measured during the hotels quality assurance evaluation.
GUEST DEPARTURE

The hotels checkout time must not be any earlier than 12:00 noon. Each hotel must provide Express Check-out Services for all guests, excluding cash.

4. FOOD & BEVERAGE EXPERIENCE GENERAL RULES OF OPERATION

Service and product standards must meet the following minimum standards: Preserves and marmalades are in single serve cups or jars Ketchup, mustard, mayonnaise and steak sauces are served in their original packaging or single serve jars. A selection of quality teas must be available. China, glass and silverware must be used in all Food & Beverage outlets. Paper/plastic are not allowed except for service in recreation areas and food to-go.
EUROSTARS BREAKFAST

The hotels breakfast buffet must be open from 7:00 a.m. until at least 10:00 a.m. on weekdays and 11:00 a.m. on the weekends. RESTAURANT The hotel must have at least one full service restaurant serving breakfast, lunch and dinner.
IN-ROOM DINING EXPERIENCE

Room Service must be available seven days a week, 24-hours a day. The Room Service menu must feature hot, cold and vegetarian options for all meal periods and it must take into consideration local as well as international tastes. In addition, a selection of alcoholic and non-alcoholic beverages as well as childrens selection/menu must be available BAR / LOUNGE EXPERIENCE The minimum hours for alcoholic beverage service must be from 11:00 a.m. until the statutory closing time (unless prohibited by local law). Complimentary dry snacks must be provided with all drink orders at the hotels all-purpose lounge.
BANQUETS

A Banquet Manager must be available at all times through the use of a radio or cellular phone. All hotels must have software to support viewing of meeting space usage,

printing of banquet event orders, and generation of meeting room floor diagrams.
5. GUESTROOM AND BATH EXPERIENCE GENERAL REQUIREMENTS

6. CRM EXPERIENCE
CRM Service Recovery Toolbox Apology cards must be available for use by the hotel as needed to reinforce service commitment to guests. Three apology amenity products A log to record events that required use of the CRM Service Recovery Toolbox items Approved complimentary amenity products: In-room movie certificates Continental breakfast certificates Dessert and coffee certificates Room upgrade to a View/Executive room or suite Parking Dinner for two, casual dining room (excludes alcoholic beverages) Tickets to a local attraction Personalized apology card or letter from the hotels General Manager must be sent to any guest that received a Service Recovery Toolbox item, if appropriate, based on the severity of the problem. If the guest is still in-house, the card/letter must be placed in the guestroom. If the guest has checked out, the hotel must mail the apology card to the guests address within 48 hours of check-out. FRONT DESK STANDARDS The hotel must have the current Eurostars Brand approved check-in desk signage. Upon check-in, all Eurostars Loyalty Members must be recognized by tier and informed of the applicable benefits they will be receiving during their stay. All non-Member guests must be invited to join the program upon check-in.

7. MEETINGS, EVENTS & BUSINESS CENTER SERVICES

EUROSTARS MEETINGS PREFUNCTION SPACE Product Features. The following product features must be available for pre-function space:

 Cocktail tables Reception furniture Large waste bin with compartments for recycling paper, cans and bottles, when recycling services are available Newspapers on newspaper racks European Coffee/Espresso machine for the area, if there is access to a water source Communication Equipment. The following must be available in the pre-function space: Internal phones. Public phones are optional unless required by local law. High-Speed Internet Access must be available in all common areas. The Guest Service must be available in all meeting rooms of the hotel. Guest Service Hotline phone number must be located on the telephone.

BUSINESS CENTER SERVICES Business services to be offered: Photocopying Faxing Scanning Typing/word processing services Printer link for laptop customers Stand-alone PC with Internet access, e-mail, DVD Rom capability and compliant version of Microsoft Office software Color laser printer Fax machine with memory scanner Black and white photocopier with sorter, collation, stapling function Two internal telephones

8. RECREATION EXPERIENCE
POOL FITNESS CENTER EXPERIENCE SPA EXPERIENCE

9. RETAIL / CONCESSIONAIRE EXPERIENCE

CONCESSIONAIRES GIFT SHOP

10. RESERVATIONS & DISTRIBUTION EXPERIENCE

GENERAL REQUIREMENTS

When a reservation cannot be booked at the hotel, the guest must always be offered accommodations at other hotels within the Eurostars portfolio of brands using the current cross sell protocol. If a hotel cannot honor any confirmed or guaranteed reservation, the hotel must make a special effort to find suitable accommodations at another Hotusa brand hotel. If another Hotusa hotel is not available, arrange accommodations at another comparable and convenient hotel. In addition: . The hotel must reimbursement the party for any necessary expense incurred by the change including, but not limited to, the cost of transportation and telephone calls to notify the family or business associates of a change in lodging place. The hotel must pay the full cost of the first nights lodging rate at another Hotusa hotel. If this is not available, then at another convenient and comparable hotel. The hotel General Manager must follow-up in writing with an apology to the guest and an invitation to return to the hotel the following night with an upgrade or other VIP treatment.

TELEPHONE RESERVATIONS Telephone requests for reservations/cancellations must be transferred to an internal reservations agent. When this options is not available, hotel employees receiving the reservation or cancellation request (via telephone or directly) must accept and process the request (based on room availability). ROOM RATES: . The hotel must offer all rates and inventory available to the general public through Eurostars booking channels

GUEST ACCESS AND PRIVACY POLICY The Eurostars has adopted a set of Privacy Values as the foundation for beneficial customer relationships based on trust, which guides its privacy of customer data. Most information collected by a business about a customer or potential customer is likely to be considered Personal Information. Some examples of Personal Information are: Name Home or e-mail address Identification number Account numbers Physical characteristics Consumer purchase history or preferences The hotel to process reservations and other transactions requested by guests and to provide customer service may use the guests Personal Information.

The Guest Personal Information may never be sold or rented to, or otherwise shared with third parties DISTRIBUTION STANDARDS TRAVEL AGENT COMMISSIONS Generally, up to a 10 percent commission is paid on all general public and other commissionable rates for all nights of a stay. Standards for commission calculations and percentages may vary by country, and the hotel must comply with the commission standards for its country. The full commission will be paid. HOTEL EMPLOYEE & FAMILY TRAVEL PROGRAMSNOTE: The hotel must participate in the Team Member Travel Rate (Staff Rate) as defined by region

SAFETY AND SECURITY

KEY CONTROL GUESTROOM SECURITY LOST AND FOUND FIRE SAFETY SYSTEMS FOOD HYGIENE INFORMATION TECHNOLOGY SECURITY

TECHNOLOGY EXPERIENCE
GENERAL REQUIREMENTS HIGH-SPEED INTERNET ACCESS TELEPHONES GUESTROOM TELEPHONE FACEPLATES GUEST SERVICE HOTLINE GUESTROOM TELEPHONE SERVICES TELEVISION STANDARDS