PPHE Park Plaza BS 090818

CONTENTS
PARK PLAZA HOTELS & RESORTS – BRAND STANDARDS
13.4 GUEST ROOM TELEPHONES 94
13.4.1 Overview 94
13.4.2 Guest Room Telephone Faceplates 95
13.4.3 Guest Room Telephone Voice Mail 95
13.4.4 Guest Wake-Up Service (Guest
Programmable) 95
13.4.5 Message-On-Hold 95
13.4.6 Telephone Service Vendors 95
13.4.7 Telecommunications Pricing 96
13.5 TELEVISION STANDARDS 96
13.5.1 First Impression 96
13.5.2 Bring Your Own Content (Byoc) 96
13.5.3 Over-The-Top (Ott) Content Connection 96
13.6 HOTEL SERVICE OPTIMISATION SOLUTION (HOTSOS) 96
13.6.1 First Impression 96
13.6.2 Hotsos Implementation 97
13.6.3 Management Review And Planning 98
13.7 MUSIC SYSTEM 98
13.7.1 First Impression 98
13.7.2 Music Licensing 98
PEOPLE DEVELOPMENT AND HUMAN RESOURCES
14.1 RECRUITMENT AND SELECTION STANDARDS 100
14.1.1 First Impression 100
14.2 PARK PLAZA ENGAGEMENT SURVEY 100
14.2.1 First Impression 100
14.2.2 Mandatory Participation 101
14.3 HOTEL ORGANISATION CHART 101
14.3.1 First Impression 101
14.3.2 Hotel Management Team Members 101
14.3.3 Manager On Duty 101
14.4 LEARNING AND DEVELOPMENT (L&D) PROGRAMMES 102
14.4.1 Property Training 102
14.4.2 Inspirational Service Programme (ISP) 103
14.4.3 Property Management Skills Training 104
14.4.4 Revenue Management Skills Training 104
14.4.5 Other Brand Management Skills
Training 104
14.5 DELIVERY TEAM STRUCTURE 104
14.5.1 First Impression 104
14.5.2 Leader Of Learning & Development 104
14.5.3 Inspirator 105
14.5.4 You:Niversity Coach 105
14.5.5 Manning Guide 105
14.6 PERFORMANCE AND DEVELOPMENT REVIEWS 105
14.6.1 First Impression 105
14.7 EMPLOYEES’ AREAS 106
14.7.1 First Impression 106
14.8 HEALTH AND SAFETY 106
14.8.1 First Impression 106
14.9 INSURANCE OF EMPLOYEES 106
14.9.1 First Impression 106
14.10 EMPLOYEE HANDBOOK 106
14.10.1 First Impression 106
14.11 COMPANY INTRANET: YOU:NIVERSE 106
14.11.1 First Impression 106
14.12 UNIFORMS AND GROOMING 107
14.12.1 First Impression 107
14.13 EMPLOYEE BENEFITS 107
14.13.1 First Impression 107
14.14 EQUAL OPPORTUNITY 107
14.14.1 First Impression 107
14.15 CODE OF ETHICS 108
14.15.1 Policy 108
14.15.2 Ethical Values 108
14.15.3 Related Policies And Procedures 109
SALES AND MARKETING
15.1 BRAND TRADEMARKS AND LOGOS 111
15.1.1 First Impression 111
15.2 PHOTOGRAPHY, VIRTUAL TOURS AND VIDEOS 111
15.2.1 First Impression 111
15.2.2 Filming And Photo Shoots 112
15.3 COLLATERAL AND ADVERTISING 112
15.3.1 Collateral 112
15.3.2 Advertising 113
15.4 PROMOTIONS AND MARKETING PROGRAMMES 114
15.4.1 First Impression 114
15.4.2 Promotion Display 114
15.4.3 Gift Card 114
15.5 SIGNAGE AND WAY-FINDING 115
15.5.1 First Impression 115
15.6 WEB SHOP 115
15.6.1 First Impression 115
15.7 WEBSITE AND CONTENT MANAGEMENT 115
15.7.1 First Impression 115
15.7.2 Updating And Maintaining Pages 116
15.7.3 Responsibilities 116
15.7.4 Search Engine Marketing And
Optimisation 116
15.7.5 Social Media 117
15.8 PUBLIC RELATIONS (PR) 117
15.8.1 First Impression 117
15.9 SALES 117
15.9.1 First Impression 117
15.10 MERCHANDISING 118
15.10.1 First Impression 118
15.10.2 Giveaways 118
15.11 DISPLAYING THE FLAG 118
15.11.1 First Impression 118
15.12 ON-HOLD MESSAGING 118
15.12.1 First Impression 118
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