HGI Australasia 2023 Playbook

Contents

INTRODUCTION

F&B KEY ATTRIBUTES

TOGETHER & CO

BRAND VALUES

GENERAL INTRODUCTION

BREAKFAST

GENERAL INTRODUCTION

BREAKFAST SERVICE MODEL

TABLE SETTING

BREAKFAST MENU REQUIREMENTS

LUNCH & DINNER

GENERAL INTRODUCTION

LUNCH & DINNER SERVICE MODEL

TABLE SETTING

MENU REQUIREMENTS

LUNCH / DINNER / CALL & COLLECT MENU

REQUIREMENTS

CALL & COLLECT

GENERAL INTRODUCTION

CALL & COLLECT ORDER PROCESS

BEVERAGE

GENERAL INTRODUCTION

BEVERAGE SERVICE MODEL

BEVERAGE MENU REQUIREMENTS

MEETING & EVENTS

GENERAL INTRODUCTION

MEETING MENU REQUIREMENTS

RETAIL

KEY ATTRIBUTES

GENERAL INTRODUCTION

BENEFITS OF RETAIL

PRODUCT DISPLAY

FOOD LABELSAND PACKAGING

COMMUNICATION AND DISPLAYWARE

OFFERING REQUIREMENTS

BRIGHTHEARTED HOSPITALITY

F&B Key Attributes

Brighthearted

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

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.

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.

That’s what Together & Co is all about - 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 we want your focus to be on spending time with each other, we’ve made our dining and drinking experience as simple and accessible as possible, with a variety of your favourites on offer and some exciting new flavours to keep things interesting.

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.

Brand Values

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.

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.

Social

As you’d expect from our name - bringing 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.

SECONDARY BRANDMARKS

Brand Identity

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.

As the core logomark, it is used on majority of our brand collaterals 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

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 stand alone brand mark on lower level brand collateral such as on our cup sleeve.

Colour Palette

Packaging & Branding

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

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

Breakfast

• 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 hotel’s discretion.

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

Lunch

• 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.

Dinner

Dinner must be available for a minimum service period of 4 hours.

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

General Introduction

At Hilton Garden Inn, guests can enjoy a 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 hotel’s discretion.

• The daily offering includes minimum required and optional items as detailed on the requirements 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

HGI Breakfast Key Service

Moments

Delivering the Hilton Garden Inn

Breakfast in a Brighthearted way

Greet

Greet guests upon arrival with eye contact, 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.

2 Seat

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.

3 Buffet Introduction

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.

4 Check Guest Satisfaction

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?”

HGI’s Signature - Breakfast Ambassador

Assign a management team member to be the Breakfast Ambassador every morning.

Breakfast Ambassadors checks on guest satisfaction, summarize guest feedback and share the findings with the hotel management team on daily basis.

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

Report back to the BreakfastAmbassador for any further follow-up needed.

5 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!”

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

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

Suggested Table Set Up:

ON THE TABLE

Plain White Paper (Min Size 40x40mm)

Salt & Pepper Shakers

Fork Knife

Spoon

SELF SERVICE COFFEE STATION

*Placemats and cutleries caddy are optional

Menu Requirements

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.

HOT FOOD

BEVERAGE

Stimulating blends of coffee and teas

A selection of freshly cooked hot items and local specialties

COLD FOOD

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

LIVE STATION

Cooked-to-order eggs (Cooked any style)

WAFFLES STATION

THE BAKERY

Wholesome baked breads and pastries

Freshly baked waffles on request, served with condiments

Breakfast Menu Requirements

Breakfast Menu Requirements

Breakfast Menu Requirements

Breakfast Menu Requirements

Breakfast Menu Requirements

Breakfast Menu Requirements

COOK-TO-ORDER

LUNCH & DINNER

General Introduction

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 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 offered a minimum of 4 hours per day. Extended hours are at hotel’s discretion.

Lunch & Dinner Service Model

HGI Lunch & Dinner

Key Service Moments

1

Greet

• Greet our 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.

• Ask for room number and Hilton Honors recognition.

2 Seat

• 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.

Delivering Hilton Garden Inn meals in a Brighthearted way

3 Take The Order

• 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

4 Service

• Food and beverage items are served as per the standard requirement.

• Pay attention to guests and ensure continuous service.

HGI’s Signature - Breakfast Ambassador

Assign a management team member to be the lunch/dinner Ambassador.

Lunch/dinner Ambassadors check on guests’ 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.

• Anticipate and exceed guests’ needs and requests if any are raised.

5 Farewell

• 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 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.

Table Setting

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

ON THE TABLE

Menu Requirements

MENU MINIMUM AND MAXIMUM

Minimum number of dishes: 20

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 20 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.

Lunch / Dinner / Call & Collect Menu Requirements

CALL & COLLECT

General Introduction

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.

• 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

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.

COLLECT DINING SERVICE MOMENTS

Answer Call

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

Taking the Order

Write down exactly what the guest has ordered 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 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 prepare – max. will be 30 minutes.

Thank the guest for his/her order.

Once the order is completed, double check the order taking time for order 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 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 for take-out food.

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.

Payment

Guest shall acknowledge the accuracy of the order by signing the in-room dining 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 would be 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

General Introduction

This section provides guidelines and requirements for beverage service.

• Every Hilton Garden Inn offers the sale of beer, wine, spirits and non-alcoholic beverages, 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.

• 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

HGI Beverage Key Service Moments

1

Greet

• Greet guests within 15 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.

2 Seat

• 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

Offering Hilton Garden Inn beverages in a Brighthearted way

4 Service

• Beverages are served per 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 Beverage Quality

• Freshness of ingredients

• Correct glassware

• Right temperature

• Knowledge and skill

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.

7 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!”

Beverage Menu Requirements

BEVERAGE SELECTION – ALCOHOLIC BEVERAGES

Beverage Menu Requirements

Beverage Menu Requirements

MEETING & EVENTS

General Introduction

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 taking the needs of the local market, its conference organisers and participants into consideration.

• 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 a successful delivery of Hilton Garden Inn meetings. Reconfirm the service schedule with the meeting planner upon arrival.

• Provide a consistent, high-quality food and beverage meeting experience, be distinctively different from competition and generate additional business from the small meetings market.

• The offering guide contains minimum requirements for food and beverage items. For products defined as “Hotel Choice”, this is 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.

Meetings Menu Requirements

RETAIL

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 Food & Beverage range.

Iconic

It is a central element of any Hilton Garden Inn lobby. Its highlighted location and forward-thinking design makes 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. Our retail is available for 24-hours, seven-days-a-week, making it a welcoming place to connect and engage at any time of the day.

General Introduction

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 can be purchased by the guests at the front desk.

The products offered meet our in-house guests’ needs, and highlighting local specialties.

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

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

Benefits of Retail

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

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

Best Practices for Product Merchandising

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.

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

Food Labels & Packaging

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.

Drinks Carrier

Logo Label

Coffee Cup

Small Food Items Takeaway Box

Carrier Bag

Juice Cup

Communication & Displayware

A suitable label must be provided for product descriptions and pricing. All information must be shown and an allergy statement must be clearly displayed.

Label Set

1 Fridge Slide-in Label (70x36mm)

2 SingleItem (70x45mm)

3 Allergy Statement (A7)

4 Small Promotion (A7)

Medium Promotion (A6)

6 Small Pricelist (A6)

7 Large Pricelist (A5)

8 Large Promotion (A5)

Displayware

Magnetic Strip for Hanging Cages

Magnetic Display Case

Small Cube

Tray Label Holder (Short)

Tray Label Holder (Tall)

Shelf Label Holder

Small Easel

Tall Easel

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

Label Set

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¥X.XX

Small pricelist CATEGORY HEADING Item title

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Large pricelist

CATEGORY HEADING

Item title

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CATEGORY HEADING

Item title

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¥X.XX ¥X.XX

¥X.XX

¥X.XX

¥X.XX

Large promotion or description. 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.

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Displayware

Retail Offering Requirements

OFFERING REQUIREMENTS

Retail Offering Requirements

Retail Offering Requirements

OFFERING REQUIREMENTS

Retail Offering Requirements

Brighthearted Hospitality

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 Smile

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 Brighten

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 Team Member will demonstrate this individually.

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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