PPHE Park Plaza BS 090818

CONTENTS
PARK PLAZA HOTELS & RESORTS – BRAND STANDARDS
OUR BRAND
1.1 BRAND STANDARDS APPLICABILITY 11
1.1.1 General 11
1.2 BRAND POSITIONING 11
1.2.1 Brand Overview 11
1.2.2 Service Culture 11
1.2.3 Delivering Exceptional Experiences 11
1.2.4 Service And Amenities 11
1.3 BRAND STANDARDS CONDITIONS 12
1.3.1 Definition 12
1.3.2 We All Have A Part To Play 12
1.3.3 Understanding 12
1.4 BRAND STANDARDS COMPLIANCE 12
1.4.1 Introduction 12
1.4.2 The Service Standards 12
1.4.3 The Cleanliness Standards 12
1.4.4 Physical Condition Standards 13
1.4.5 The Standards Assessment 13
PRE AND POST ARRIVAL
2.1 GENERIC STANDARDS 15
2.1.1 First Impression 15
2.1.2 Customer Relations’ Service Style 15
2.1.3 A Warm Welcome 15
2.1.4 First Impressions Count 15
2.1.5 The Personal Touch 15
2.1.6 Bidding A Genuine Farewell 15
2.2 HANDLING CALLS 15
2.2.1 Call Answering Guidelines 15
2.2.2 First Point Resolution 16
2.2.3 Customers Who Are Not Satisfied
With The Initial Response 16
2.2.4 Handling Customers’ Calls 16
2.2.5 Escalation 16
2.2.6 Concluding The Call 16
2.3 CORRESPONDENCE 17
2.3.1 Correspondence Standards 17
2.3.2 Presentation Of Correspondence 17
2.3.3 Structure And Content Of
Correspondence 17
2.3.4 Letter Templates 17
2.4 SERVICE RECOVERY 17
2.4.1 Comment/Complaint/Incident Handling 17
2.4.2 Recording And Managing 18
2.4.3 Guest Feedback Tool 18
2.4.4 Customer Service Application (CSA) 18
2.4.5 Policy 19
2.4.6 How To Respond To Online Reviews 19
2.4.7 Best Practice 19
2.5 DATA PRIVACY AND INTEGRITY 20
2.5.1 Data Privacy 20
2.5.2 Definitions 20
2.5.3 Park Plaza's Privacy Policies 21
2.5.4 Ownership And Processing Of Guest Data 21
2.5.5 Ownership Of Licensee Guest Data 22
2.5.6 Your Privacy Policies 22
DISTRIBUTION AND RESERVATION
3.1 DISTRIBUTION AND RESERVATION 24
3.1.1 Distribution General 24
3.1.2 Distribution Landscape 24
3.1.3 Channel Distribution 25
3.2 RATES, INVENTORY AND RESERVATION TRANSMISSION 25
3.2.1 Rates And Inventory 25
3.2.2 Last Room Availability (LRA) 25
3.2.3 Reservation Transmission 25
3.2.4 C-Def Rate Code 26
3.3 WORLDWIDE RESERVATION SERVICES (WRS) 27
3.3.1 Radisson Hotel Group Toll-Free Voice
Contact Centres 27
3.3.2 C-Notfd* And C-Rebook Rate Codes 27
3.4 GLOBAL DISTRIBUTION SYSTEMS (GDS) 27
3.4.1 General 27
3.5 ONLINE TRAVEL AGENTS (OTAS) 28
3.5.1 General 28
3.5.2 Assessing A Travel Website 28
3.5.3 Contracting Of A Travel Website
Or Wholesaler 28
3.5.4 Preferred Connectivity 28
3.5.5 Preferred Supplier And Vendor Selection 28
3.5.6 Content Management Guarantee 28
3.6 BEST ONLINE RATE GUARANTEE (BORG) 29
3.6.1 General 29
3.6.2 The Policy 29
3.6.3 Policy Terms 29
3.6.4 Hotel Procedure For Implementation 29
3.7 CENTRALISED COMMISSION PAYMENT 29
3.7.1 For Bookings Generated Via The
Global Distribution System 29
3.8 HOTEL RESERVATIONS DEPARTMENTS 30
3.8.1 General 30
3.8.2 Test Calls And Emails 30
3.9 E-STANDBY 30
3.9.1 General 30
3.9.2 Application 31
RADISSON REWARDS LOYALTY PROGRAMME
4.1 LOYALTY PROGRAMME REQUIREMENTS 33
4.1.1 Introduction 33
4.1.2 Radisson Rewards Enrolment 33
4.1.3 Loyalty Champions 33
4.2 RADISSON REWARDS LOYALTY MARKETING 34
4.2.1 Front Desk Standards 34
4.2.2 Radisson Rewards Guest Protocol
For Registration 34
4.3 RADISSON REWARDS MEMBER BENEFITS 35
4.3.1 Overview 35
4.3.2 Early Check-In/Late Check-Out 36
4.3.3 Complimentary Water 36
4.3.4 Radisson Rewards In-Room
Welcome Gift 36
4.3.5 Radisson Rewards Room Availability
Guarantee 36
4.3.6 Radisson Rewards Free Breakfast 36
4