HGI India 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 to feel at ease. Our menu is smartly designed to appear 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 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

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

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 in-room food & beverage. Food must also be available through retail 24 hours a 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.

• All day dining menu needs to include breakfast offerings

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 the 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

• Calorific count for each menu item should be display as per FSSAI guidelines 2021

• Our guide for minimum menu requirements for breakfast items can be found in this section.

• 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

1

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.

Delivering the Hilton Garden Inn

Breakfast in a Brighthearted way

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?”

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

Report back to the BreakfastAmbassador for any 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.

HGI’s Signature - Breakfast Ambassador

Assign a management team member to be the Breakfast Ambassador every morning. Breakfast Ambassadors check guest satisfaction, summarize guest feedback and share the findings with the hotel management team on daily basis.

Table Setting

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

ON THE TABLE

Paper Serviettes (Min Size 40x40mm)

Salt & Pepper Shakers

Fork Knife

Spoon

SELF SERVICE COFFEE STATION

Coffee Cups / Mugs

Milk Pitcher / Dispenser

Suggested Table Set Up:

*Placemats 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.

BEVERAGE

Stimulating blends of coffee and teas

HOT FOOD

A selection of freshly cooked hot items and local specialties

LIVE STATION

Cooked-to-order omelette and fresh eggs cooked any style

COLD FOOD

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

THE BAKERY

Wholesome baked breads and pastries

DOSA STATION

Freshly made dosa and condiments

Breakfast Menu Requirements

*Hotel to provide alternatives if suggested items do not comply to religious or local government regulations.

Breakfast Menu Requirements

Breakfast Menu Requirements

Breakfast Menu Requirements

Breakfast Menu Requirements

Breakfast Menu Requirements

Breakfast Menu Requirements

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 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 between the hours of 18:00 - 22:00 each day and 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

-Delivering Hilton Garden Inn meals in a Brighthearted way

Greet 1

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 their name. Ask for room number and Hilton Honors recognition.

Seat 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.

Taking Order 3

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.

Service 4

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.

Check Guest Satisfaction 5

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.

Farewell 6

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!”

HGI’s Signature - Ambassador

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

Lunch/dinnerAmbassadors 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.

Table Setting

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

SERVING ITEMS

Please note: Tablecloths are not permitted.

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 not lesser than 20 and not more than 30.

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.

IN-ROOM FOOD & BEVERAGE

General Introduction

This section provides all the guidelines, information and requirements you need to deliver an exceptional in-room F&B or take-away dining experience in a consistent and efficient manner.

In-room dining should be available.

Our guide for in-room dining and take-away minimum menu requirements for food and beverage items can be found in this section.

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.

In-Room Dining Order Process

IN ROOM 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.

1 2 3 4

Answer call Taking Order / Delivery Timing

1

Answer Call

Answer calls within the first three rings. Include the time of day, your name and “In-Room Dining” in your greeting. “Good morning/afternoon/evening!”

“In-Room Dining, 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.

In-Room Dining Order Process

Taking Order / Delivery Timing

Ask how many guests will be dining. Write exactly what the guest orders on the dining order form. Politely “up-sell” when appropriate by suggesting enhanced options, for example:

• Additional menu items, such as starters and desserts.

• 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 preparation. Inform the guest of the approximate time the order will take to prepare – max. will be 30 minutes.

Thank the guest for his/her order. Once the order is taken, 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 time. In-room dining tray/trolley to be set as per order and served within the stipulated time.

Bill should be presented to guest for signature/payment 3 Farewell

Sincerely thank guests for ordering in-room dining. Check with the guest whether there is any other services required. Enquire the time for tray/trolley removal.

Address the guest by name when wishing him or her 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 subjected to local/national licensing regulations.

Bar service timings are as per local/national licensing.

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

Offering Hilton Garden Inn beverages in a Brighthearted way

Greet

Greet guests within 15 seconds of arrival with eye contact, a genuine smile and warm greetings such as: “Good afternoon/evening, Welcome.” When possible, greet each guest by name.

Seat

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

Take the Order

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

Service

Beverages are served 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.

Beverage Quality

>> Fresh Ingredients

>> Correct Glassware

>> Right Temperature

>> Knowledge and Skill

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!”

Beverage Menu Requirements

BEVERAGE SELECTION – ALCOHOLIC BEVERAGES

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 the 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.

Meeting Menu Requirements

RETAIL

Key Attributes

Our retail is positioned to be a central part of the Hilton Garden Inn guest 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 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.

Opening Hours

Retail is open according to local regulations.

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 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 daily.

Items from the retail can 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 to be used and must 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 brand personality.

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

Best Practices for Product Merchandising

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.

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

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

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

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

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

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

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

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.

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.

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 away 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

The Shop Coffee Cup

Small Food Items Takeaway Box

The Shop Carrier Bag

Juice Cup

Label Set

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 Single Item (70x45mm)

3 Allergy Statement (A7)

4 Small Promotion (A7)

5 6 Small Pricelist (A6)

Medium Promotion (A6)

7 Large Pricelist (A5)

8 Large Promotion (A5)

Displayware

Magnetic Strip for Hanging Cages

Magnetic Display Case

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

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Tray Label Holder (Short)

Small Cube Tray Label Holder (Tall)

Shelf Label Holder

Small Easel

Tall Easel

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 TM 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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