HGI SEA 2023 Playbook - Thai

THE SHOP KEY ATTRIBUTES

F&B Key Attributes

Brighthearted

We aim to capture and celebrate the character of our community. We offer surprising and fun choices that make your day brighter by putting forward authenticity and originality. Dining with us leaves guests inspired with the energy to have a bright day.

Open

We are open and inclusive. Our priority is to create a warm dining atmosphere where all our guests feel at ease. Our menu is smartly designed to appeal to a wide range of guests. Leveraging our communal lobby and restaurant space concept, we provide engaging social experiences for guests and locals alike. Our aim is that guests connect over meals at Hilton Garden Inn.

Beauty in Simplicity

We present our easy-to-understand menu choices in a clean and simple manner. In all we do at Hilton Garden Inn, there is an underlying lightness and freshness. Less is more!

Mindful

Providing freshly prepared produce with healthy nutrients is our priority. Our offering is nourishing and comforting. Each menu item is prepared daily using only the freshest ingredients. We source locally and seasonally to create healthy and authentic dishes that are designed to be good for the heart and mind.

Our F&B offering is authentic, bright and fresh – just like our brand personality.

We bring people together, one meal, coffee and conversation at a time.

Brand Story

Delicious, fresh food and drink is just where things get started, what really matters to us is building a local community of people that know how to work together, support each other and have a great time doing it.

Together & Co is all

- people. We’ve created a space that feels comforting, familiar and fun – a place you actually want to spend time in, and while you’re there, enjoy the fresh flavours of our food and drink from a delicious and contemporary menu.

Because

accessible as possible, with a variety of your favourites on offer and some exciting new flavours to keep things interesting.

experience as simple

Brand Values คณคาทแบรนดยดถือ

In order to deliver this concept successfully, we must maintain the following brand values and encourage every team member to live and breathe them, ensuring we deliver an experience that lives up to our vision.

Support

We’re not just another dining venue, we’re here to support the local community, whether that means keeping them well fed, providing them with both time and space to connect with one another, or just a moment to themselves. We’re here for it all.

Cheer

Celebrate the little things, the big things, and everything in between. This is about more than positivity, this is about sharing a connection with another person with fresh food and drink at the centre of it all.

As you’d expect from our namebringing people together is everything to us. That’s because we understand the power of social interaction, within our teams themselves and between us and the customer, every moment makes a difference.

Brand Identity อัตลักษณ์ของแบรนด์

Inspired by our values and brand experience, our core logomark simply represents the comforting feeling and familiarity you get from eating and socialising together. This warmth comes through its generous soft flowing letter forms and the feeling of connection through the graphic treatment of the ‘&’ which is a key interlinking feature of the brand.

ทคณจะไดรบจากการรบประทานอาหารและพดคยกนความรสกอบอนนมาจาก

As the core logomark, it is used on majority of our brand collateral and communication. There is an abbreviated and stamp version of our logomark, which both support and are used in place of the full logomark depending on the application or requirement.

SECONDARY BRANDMARKS

Secondary Brandmarks

Our abbreviated logomark and stamp both support and are used in place of the full logomark depending on the application or requirement.

In most cases, they are to be used either as a stamp of endorsement on communication and menus, or as a standalone brand mark on lower level brand collateral such as on our cup sleeve.

Colour Palette

Packaging & Branding แพกเกจจงและการสรางแบรนด

In order to maintain utmost clarity of message across our communications, our designs take a crisp and confident approach with clear backgrounds and surfaces, both allowing for optimum legibility of messaging and brand and the design dynamics to make the product pop with its both delicate and striking colours.

The use of natural uncoated card stocks coupled with embossing on items, like the business card brings a crafted warmth that compliments the fresh and crisp design style. Here we see our visual identity coming to life through some of our collateral.

General Introduction คาแนะนาทวไป

The hotel must serve breakfast and dinner as well as offering "Call & Collect" in-room food & beverage. Food must also be available through retail 24 hours per day.

• Breakfast must be available between the hours of 07:0010:00 each day. A minimum service period of 3 hours. Extended hours are at hotel’s discretion.

• Breakfast options may be served through lunch hours of operation on weekends and holidays. To be determined by each property and local market demand.

อาหารกลางวัน

• Lunch service is determined by each property and local market demand.

• Lunch (if offered) should be available for a minimum service period of 2.5 hours. Extended hours are at hotel’s discretion.

• กำรบรกำรอำหำรกลำงวนพจำรณำจำกควำมตองกำรของแตละ สถำนทและตลำดทองถน

• ควรเสิร์ฟอำหำรกลำงวัน

• Dinner must be available for a minimum service period of 4 hours. Extended hours are at hotel’s discretion

In addition to the food service hours of operation, all outlets’ hours of operation must be appropriate to the market requirements and conform to closing or regulated times imposed by local regulations and laws.

BREAKFAST อาหารเช้า

General Introduction

At Hilton Garden Inn, Guests can enjoy fresh breakfast seven days a week in the restaurant.

• Breakfast must be available between the hours of 07:00 - 10:00 each day. A minimum service period of 3 hours. Extended hours are at the hotel’s discretion.

• The daily offering includes mandatory and optional items as detailed on the requirement pages of this guide

• Products and menu items defined as “Hotel Choice” provide an opportunity to showcase and incorporate regional products specific to your hotel’s location.

• Allergy information must be available for each item served. Information should be obtained from the hotel’s suppliers. A printout of the allergy information must be kept in the kitchen

Breakfast Service Model โมเดลการบริการอาหารเช้า

HGI Breakfast Key Service Moments -

Delivering the Hilton Garden Inn Breakfast in a Brighthearted way

Greet guests upon arrival with eye contact within 30 seconds , a genuine smile and a warm greeting such as: “Good Morning, welcome” (When possible, greet each guest by name.) Ask for room number and provide appropriate Hilton Honors recognition.

4

Seat guests comfortably. Offer assistance with luggage, coats, chairs, etc. Check for any allergies. Remember to address special needs such as highchairs or requests for quiet areas of the restaurant with power outlets for meetings, etc.

5

Invite guests to the buffet.

Describe the cooked-to-order section located on the buffet (egg station) and highlight the self-service coffee and tea station, if applicable.

Check with guests to ensure they are satisfied with their breakfast: “How is your breakfast?”/ “Is there anything else we can offer to make your breakfast more delightful?” When necessary, action immediately to rectify any problems and make sure guests are satisfied. Report back to the BreakfastAmbassador for any further follow-up needed.

Sincerely thank guests when they depart.

Warmly encourage guests to return with the words: “Good-bye and we hope to see you again soon!”

If the guest is not a Hilton Honors member, this is the opportunity to ask if they would like to sign up and become a member. Explain the benefits, eg. F&B discount programme.

TABLE SETTING | การจัดโต๊ะ

The following table setting is the standards for our breakfast meal period.

Menu Requirements | ข้อกาหนดเมนู

Each hotel maintains key stations for serving breakfast. Though the layout may vary per hotel, it is important to observe the minimum and maximum for each station. If the item is not specified, do ensure appropriate rotation is considered.

A selection of freshly cooked hot items and local specialties

COLD

Cereal and fresh yogurt, along with refreshing seasonal fruits, juices, cold meats and cheeses

Cooked-to-order eggs (cooked any style)

Wholesome baked breads and pastries

NOODLES

Cooked-to-order noodle station with traditional condiments

Breakfast Menu Requirements | ข้อกาหนดเมนูอาหารเช้า

LUNCH & DINNER อาหารกลางวันและอาหารเย็น

General Introduction คาแนะนาทวไป

This section provides all the guidelines, information and requirements you need to deliver an exceptional lunch (if offered) and dinner experience in a consistent, Brighthearted way.

• The goal for Hilton Garden Inn Food & Beverage is to provide guests with delicious options for all of their food and beverage needs, served conveniently on premises while generating meaningful incremental revenue for the hotel in an operationally efficient manner.

• A committed Food & Beverage team centered around Brighthearted service will bring our guests an experience they will remember and appreciate.

• Lunch service is determined by each property and local market demand.

• Lunch (if offered) is recommended to cover a minimum service period of 2.5 hours. Extended hours are at hotel’s discretion.

• Dinner must be available for a minimum of 4 hours per day. Extended hours are at the hotel discretion.

Lunch & Dinner Service Model โมเดลการบริการอาหาร

HGI Lunch & Dinner Key Service Moments

Delivering Hilton Garden Inn meals in a Brighthearted way

Greet our guests within 30 seconds of arrival with eye contact, a genuine smile and a warm greeting such as: “Good afternoon/evening. Welcome.”

Check with guests to ensure they are satisfied with their meal: “How is your lunch/dinner?”/

“Is there anything else we can offer to make your meal more delightful?”

When possible, greet each guest by name.Ask for room number and Hilton Honors recognition.

Seat เชญนง 2

Seat guests comfortably. Offer assistance with luggage, coats, chairs, etc.

Remember to address special needs such as highchairs or requests for quiet areas of the restaurant with power outlets for meetings, etc.

When necessary, take action immediately to rectify any problems and make sure guests are satisfied.

Report back to your supervisor for any further follow-up needed.

If the guest is not a Hilton Honors member, this is the opportunity to ask if they would like to sign up and become a member. Explain the benefits, eg. F&B discount programme

Sincerely thank our guests when they depart.

Warmly encourage our guests to return with the words: “Good-bye and we hope to see you again soon!”

Briefly introduce the menu offerings, including all the signature items.

Take the order following the standard order taking procedure in an effective, knowledgeable and confident manner.

HGI’s Signature - Ambassador

Assign a team member to be the lunch/dinnerAmbassador..

Food and beverage items are served as per standard requirement.

Pay attention to the guests, and ensure continuous service. Anticipate and exceed guests needs and requests if any are raised.

Lunch/dinnerAmbassadors check on guest satisfaction, provide recommendations on places of interests should guests require. Summarize guest feedback and share the findings with the hotel management team on daily basis.

Lunch/DinnerAmbassador

Table Setting การจัดโต๊ะ

The illustration is a guide to your table setting layout. It is only an example of minimum requirements for reference.

Menu Requirements

MENU MINIMUM AND MAXIMUM

Minimum number of dishes: 16

Maximum number of dishes: 30

When designing the menu, a best practice is to select items that can be offered in the restaurant, bar, and call and collect.

It is necessary to consider the comfort of all guests as well as regional and local market demands.

Menu items defined as “Hotel Choice” refer to items specially formulated and selected by the hotel to promote regional and local specialties.

In order to maintain operational efficiency and drive profitability, the Hilton Garden Inn menu is designed with minimum/maximum requirements for each section. The total number of dishes must be no less than 16 and no more than 30.

Call & Collect must be available to guests daily during restaurant operational hours. Orders are prepared by the restaurant and picked up at the restaurant’s reception by the guest.

Allergy Information

Allergy information must be available for each item served. Information should be obtained from the hotel’s local supplier. A printout of the allergy information must be kept in the kitchen

CALL & COLLECT โทรและรวบรวม

General Introduction คาแนะนาทวไป

This section provides all the guidelines, information and requirements you need to deliver an exceptional in-room Food & Beverage “Call & Collect" or take-away dining experience in a consistent and efficient manner.

Call & Collect dining and take-away must be available to guests daily. Call & Collect dining and take-away orders are to be prepared by the restaurant and picked up at the restaurant’s reception by the guest.

Call & Collect และ take-away

& Collect และ take-away และแขกจะเปนผมารบทเคานเตอรตอนรบของรานอาหารดวยตนเอง

Minimum available hours: Same as restaurant’s operating hours for dinner, lunch is optional.

Allergy information must be available for each item served. Information should be obtained from the hotel’s suppliers. A printout of the allergy information must be kept in the kitchen.

Call & Collect Order Process

CALL & COLLECT DINING SERVICE MOMENTS

Guests will call to place an order.

Be sure to provide all guests with a ‘Brighthearted’ experience.

A positive telephone manner means a positive experience for our guests.

Answer calls within the first three rings.

Include the time of day, your name and “Call & Collect Service” in your greeting.

“Good morning/afternoon/evening!” , “Call & Collect Service, this is [name] speaking.” , “How may I help you?”

If your telephone displays the room number and guest name, confirm the information. If it doesn’t, simply ask for the name and room number of the guest. Always use the guest’s name as soon as it is confirmed.

Address the guest by name at least twice while taking the phone order.

Call & Collect Order Process

2 Taking the Order

Write exactly what the guest orders on the Call & Collect dining order form. Politely “up-sell” when appropriate by suggesting enhanced options, for example:

• Additional menu items, such as starters and desserts where applicable.

• Beverages, such as juices and waters.

• A full bottle of wine instead of an individual glass(es), etc.

Repeat the order to the guest and confirm the room number for which the pack should be prepared.

Inform the guest approximately how long the order will take to be prepared –max. will be 30 minutes.

Thank the guest for his/her order.

Once the order is completed, double check the order taking time for status tracking.

If it becomes apparent that an order is going to be delayed, call and apologize, remembering to advise the guest of the new pick-up time.

Preparation for Guest Take Away Pack

Prepare the take-away pack based on the standard requirements and ensure to meet all the specific guest’s needs. Ensure all the service accessories in the pack are in clean and good condition. Follow the food safety requirement of take-out food.

Pick

Kindly call the guest to inform him/her to pick up the meal when the take-away pack is ready. Repeat the guest order during the guest pick-up to ensure all the guest’s requirements are met.

Guests shall acknowledge the accuracy of the order by signing the bill. Collect the signed bill and process the bill at the POS station.

Farewell

Sincerely thank guests when they pick up the meal pack. Check with the guest whether there is any other service required. Address the guest by name when wishing her or him a good meal: “Good-bye and enjoy your meal, Mr/Ms. XXX”

BEVERAGE เครองดม

General Introduction คาแนะนาทวไป

This section provides guidelines and requirements for beverage service.

Every Hilton Garden Inn must offer the sale of beer, wine, spirits and non-alcoholic beverages through the restaurant or retail, subject to local/national licensing regulations.

Minimum daily hours are between 17:00 and 21:00. Extended hours are permitted and are subject to local/national licensing regulations.

Menu items defined as “Hotel Choice" refer to items specially formulated and chosen by the hotel to highlight local beverage items.

เมนทระบวาเปน Hotel Choice หมายถงเมนทคดคนสตรเปนพเศษและเลอกโดยโรงแรมเพอสงเสรมเมนเครองดมใน ทองถน

Allergy information must be available for each item served. Information should be obtained from the hotel’s suppliers. A printout of the allergy information must be kept in the bar.

Beverage Service Model โมเดลการบริการ

Greet guests within 30 seconds of arrival with eye contact, a genuine smile and a warm greeting such as: “Good afternoon/evening, Welcome.” When possible, greet each guest by name.

Seat guests comfortably. Offer assistance with luggage, coats, chairs, etc. Remember to address special needs such as highchairs or requests for quiet areas of the bar with power outlets for meetings, etc.

3 Take the Order

Briefly introduce the beverage and snack offerings. Take the order following the standard order taking procedure in an effective, knowledgeable and confident manner

4

4 Service

Beverages are served as per the standard requirement. Pay constant attention to the guest, and offer refilling service as needed. Anticipate and actively meet the needs of guests and exceed their expectations. 5

• Freshness of all the ingredients

• Correct glassware

6 Check Guest Satisfaction

Check with guests to ensure they are satisfied with their beverage: “How is your drink?”/ “Is there anything else we can offer to make your time more delightful?” When necessary, take action immediately to rectify any problems and make sure guests are satisfied.

Report back to your supervisor for any further follow-up needed.

Farewell

Sincerely thank guests when they depart. Warmly encourage guests to return with the words: “Good-bye and we hope to see you again soon!”

ใสใจ ตอบสนองความตองการของแขกอยางกระตอรอรนและดเกนกวาทแขกคาดหมาย

Beverage Menu Requirements

MEETING & EVENTS การจัดประชุมและงานอีเวนต์

General Introduction แนะนาทวไป

This section provides valuable guidelines of food and beverage offerings at meetings. Use this guide as a tool for providing excellent meeting experience.

Each hotel should incorporate all meeting requirements, while also considering the needs of the local market and its conference organisers and participants.

Use the following competitive advantages to improve your meeting food and beverage quality and commercial results.

Timing of food and beverage service is critical to the successful delivery of Hilton Garden Inn Meetings. Reconfirm the service schedule with the meeting planner upon arrival.

be distinctively different from the competition and generate additional business from the small meetings market.

The offering guide contains mandatory and specific requirements for food and beverage items. For products defined as “Hotel Choice” determined by individual hotels to incorporate regional and local market demands.

Allergy information must be available for each item served. Information should be obtained from the hotel’s suppliers. A printout of the allergy information must be kept in the kitchen.

RETAIL ขายปลีก

Key Attributes

Our retail is positioned to be a central part of the Hilton Garden Inn guests’ experience. This eye-catching and well curated retail space aims to enhance our brand offering and add a local flavour to our F&B range.

Iconic

It is a central element of any Hilton Garden Inn lobby. Its highlighted location and forward-thinking design make it an essential part of the guests’ experience – a welcoming service element throughout the stay of our guests, from check-in to the time of departure.

Efficient

It is designed to be efficient in every way. Its intuitive planning and design, low operating costs and easy-to-do business approach. We are a one-stop-shop with straightforward messaging ensuring our guests have no problem finding what they are looking for.

Thoughtfully Curated

It is attractive and dynamic, offering a mix of thoughtfully sourced food, beverages and sundry items. We focus on mindful sourcing and local partnerships. We know our guests and stock the shop with a helpful and exciting range of items that add value to every guest’s stay.

Always Open

Our guests value convenience, time saved and flexibility. The Shop is available for 24-hours, seven-days-a-week, making it a welcoming place to connect and engage at any time of the day.

ขอความทชดเจนและเขาใจงาย สงนทาใหมนใจไดวาแขกของเราจะสามารถ คนหาสงทพวกเขากาลงมองหาไดอยางราบรน

General Introduction คาแนะนาทวไป

The hotel must have a retail space that complies with the attributes, amenities and product requirements specified in this guide.

It is a 24-hours, seven-days-a-week convenience outlet for guests to purchase snacks, beverages and sundries. This guide provides the offering direction on how to deliver a quality experience to guests whilst increasing revenue for your hotel.

It must be available to all guests 24 hours a day, 7 days a week.

Items from the retail must be purchased by the guests at the front desk.

The products offered meet our in-house guests’ needs and also highlights local specialties.

Standard retail pricing must be used and must be competitive with local convenience store pricing.

The hotel must follow the menu offering standards referenced in this guide for all items.

Benefits of Retail ประโยชน์ของร้านค้าปลีก

With retail, team members are engaging even more with guests, providing the opportunity to demonstrate our Brighthearted Hospitality.

It provides additional opportunities to engage with guests in an informal environment and add a local flavor to your food & beverage range.

The addition of souvenirs and local produce supports local businesses and enhances our brand offering.

The design and convenience of retail is having an incredibly positive impact on overall guest satisfaction. Studies of properties which have implemented retail show that it has positive impact on SALT scores.

Product Display

การแสดงผลิตภัณฑ์

The hotel’s ability to create high impact retail display is a critical skill. It can be a significant contributor to The Shop’s overall sales revenue.

• Products of similar categories should be grouped and displayed in proximity to each other.

• Use a well-curated mix of products including attractively packaged local offerings to catch our guests’ attention.

The Shop

แนวทางปฏบตทดทสดสาหรบการขายผลิตภัณฑ์

•

• Keep it tidy and neat. Always keep the product displays clean and well organized.

• Use displays to educate shoppers about your items –especially if they are from the local community or a local artisan. •

• Don’t underestimate the value of empty space. Empty space allows guests to have a spot to “park” their shopping while they pick up or select merchandise.

• Have something for the kids. This can include small games, toys and souvenirs.

• Use plants to make your displays more attractive and create a more pleasant shopping experiences.

• Change it up! Make sure that your product selection coincides with relevant holidays and seasons.

• Keep shelves fully stocked. Full shelves encourage sales because they give the appearance of “bounty”. Guests will quickly lose interest in shopping if shelves are empty.

• Be witty with your visuals - but keep messaging simple and appropriate.

• มีสินค้าบางอย่างสาหรับเด็ก ซงรวมถงเกม ของเล่น และของทระลึกเล็ก ๆ น้อย ๆ

• ใชตนไมประดบตกแตงเพอทาใหการวางสนคาของคณดนาสนใจยงขน และสร้าง ประสบการณการซอสนคาทนาพงพอใจมากขน

• เปลยนเลย! ตรวจสอบให้แน่ใจว่าการเลือกผลิตภัณฑ์ของคุณสอดคล้องกับ วนหยดและฤดกาลทเกยวของ

• ดแลชนวางใหมสนคาเตมชนอยเสมอ

Food Labels and Packaging ฉลากอาหารและบรรจุภัณฑ์

All products must be clearly labeled and packaged using the suite of labeling and packaging options outlined here.

• All products made in-house must be labeled using the Packaging Label.

• The single-sized template can be used to label various packaging options e.g. salad boxes, sandwiches and wraps.

• The use by date and ingredients for fresh products must be provided.

• The logo label may also be used to seal other packaging solutions, e.g. cake boxes or greaseproof paper.

• Shop-branded greaseproof paper and carrier bags must be available. Retail branded take-away coffee cups are optional.

• All templates can be found on marKIT.

Label Set / ชุดฉลาก

For those with special dietary requirements or allergies who may wish to know about the ingredients used, please ask a member of our

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Finer details of the promotion if needed icipit restiost lis et enis magnimus dolorectem sitibus modignate laborum in cuptat molor sediasp

Communication & Displayware

Mus assit est ullam rem hitaturio blaccae nit aut et ipsanis arum estium num ipis dolor apienistibus estotatquam, as essenis essum fugitas archil in et volest.

details of the promotion if needed

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Displayware / ดิสเพลย์แวร์

SingleItem (70x45mm)

Brighthearted Hospitality

การตอนรบทนาประทบใจ

I Serve

I am here to serve guests.

I Serve is the foundation of our brand. We are all here to serve guests, regardless of our role. We help each other to achieve a seamless guest experience.

I

I greet each guest with a bright smile and friendly hello. I Smile means that every time we catch a guest’s eye, we smile and give a friendly greeting. And, if we recognize them, we greet them with something like, “Hello again.”

I Learn

I learn everything I can about each guest. We pride ourselves in our ability to learn all we can about each guest, such as their name, preferences and reason for travel. This helps us find ways to brighten their stay.

I am empowered to make our guest s day and stay brighter. We own the guest experience every time we interact with a guest. We are each empowered to answer questions, solve problems, carry out the Hilton Garden Inn Promise or brighten a guest’s day with a personal touch. That means we are all approaching our guests using our intuition to find ways to personalize their stay and let them know we care. And each TM will demonstrate this individually.

ดวยความใสใจทแขกสามารถสมผสไดดวยตนเองนนหมายถงวาเราทุกคนเข้าถึง แขกของเราไดโดยใชสญชาตญาณเพอทจะคนพบวธสรางความประทับใจให้แก่ แขกแตละทานทนและทาใหพวกเขารวาพวกเราใสใจและพนกงานของเราจะทาสง นใหเหนทกคน

Contact

For more information contact your Hilton APAC representative

Legal Disclaimer

This document is confidential and proprietary and must not be copied, disclosed or otherwise made available to any other party. The information in this document is subject to amendment by Hilton Worldwide from time to time. No reliance may be placed on the accuracy of completeness of this information. Neither Hilton Worldwide, nor any member of its group, nor any director, officer, agent or employee of any such companies, guarantee, represent or warrant any of the information in this document, and no such entities or persons assume or incur any duty for any of the information in this document, and no such entities or persons assume or incur any duty or liability for such information, except in respect of any fraudulent misrepresentation.

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