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Sheraton Hotels & ResortsGlobal Brand StandardsPrint Date: 16 Jan 2009 16:52:12Compliance with Sheraton Hotels & Resorts Brand Standards shall be met when all applicable laws, codes and regulations are complied with, and attainment of the standards set forth in this document is demonstrated.THE SHERATON HOTELS & RESORTS STANDARDS ARE HOTEL REQUIREMENTS, BUT DO NOT SUPERCEDE APPLICABLE LAWS, CODES AND REGULATIONS. THE HOTEL MUST FULLY COMPLY WITH ALL SUCH LAWS IN ADDITION TO COMPLYING WITH SHERATON HOTELS & RESORTS STANDARDS. A FRANCHISED HOTEL SHOULD SEEK INDEPENDENT LEGAL COUNSEL FOR ADVICE CONCERNING SUCH COMPLIANCE. A HOTEL MANAGED OR OWNED BY STARWOOD SHOULD CONTACT STARWOODS LEGAL DEPARTMENT OR THE HOTELS LOCAL COUNSEL FOR ADVICE CONCERNING SUCH COMPLIANCE. 2009 STARWOOD HOTELS & RESORTS WORLDWIDE, INC. ALL RIGHTS RESERVEDReproduction and distribution is prohibited without the express written consent of STARWOOD HOTEL & RESORTS WORLDWIDE, INCSH: SHERATON SIGNATURE PROGRAMSSH.01: LINKSHERATON EXPERIENCED WITH MICROSOFTSH.01.01.01 All | Level 1The LinkSheraton experienced with Microsoft (Link) is in place and complies with the signature DESIGN elements as per the FF&E specifications and SOPs. All Link designs and layouts must be pre-approved by the Division and/or Sheraton Design Team. The Link includes the following whenever possible, but must include a minimum of two of the first three signature elements:The LinkSheraton experienced with Microsoft (Link) is in place and complies with the signature DESIGN elements as per the FF&E specifications and SOPs. All Link designs and layouts must be pre-approved by the Division and/or Sheraton Design Team. The Link includes the following whenever possible, but must include a minimum of two of the first three signature elements:Communal wall bench with additional tables and ottomansSearch bar bench with additional tables and ottomansThe Link includes the following whenever possible, but must include a minimum of two of the first three signature elements:Communal table with lampSearch bar with adjacent printer credenzaTV entertainment wall with lounge seatingMedia consoleSH.01.01.02 All | Level 1Link signage, as per Link FF&E specifications and logo specifications, must be in place, clearly identifying the area as the LinkSheraton experienced with Microsoft.Link signage, as per Link FF&E specifications and logo specifications, must be in place, clearly identifying the area as the LinkSheraton experienced with Microsoft.SH.01.02.01 All | Level 1The LinkSheraton experienced with Microsoft is in place with a minimum of 4 property-provided workstations and includes the following TECHNOLOGY components, as per the LinkSheraton experienced with Microsoft Technical Requirements:The LinkSheraton experienced with Microsoft is in place with a minimum of 4 property-provided workstations and includes the following TECHNOLOGY components, as per the LinkSheraton experienced with Microsoft Technical Requirements:Complimentary wireless and wired HSIA for registered property guests.All users are required to authenticate and accept Starwood Hotels Terms & Conditions prior to gaining access to the internet: using first name, last name, and room number for registered guests and using an access code or form obtained from the front desk for non-registered guests.Print Date: 16 Jan 2009 16:52:12 Page 1 of 108Copyright 2009 Starwood Hotels & Resorts Worldwide, Inc. All Rights Reserved.CONFIDENTIAL & PROPRIETARY - May not be reproduced, disclosed or distributed without the express written permission of Starwood Hotels & Resorts Worldwide, Inc.Please check for the most current version of brand standards and property compliance information.All workstations must have a Microsoft branded wired keyboard, wired mouse, and Webcam. If an all-in-one workstation unit has a built-in Webcam, then an external Microsoft Webcam is not necessary. Minimum 2 broadband enabled workstations, connected to high speed broadband network on each installed Search Bar.All property-provided workstations must employ system management software that locks the computer system folders.All property-provided workstations must have an average download speed of 256 kbps.Minimum 2 broadband enabled workstations and 2 Ethernet data port with adjacent power, connected to high speed broadband network on each installed Communal Table.The Sheraton brand approved screensaver is installed and active on all property provided workstations.All users must be able to initiate a log out process that digitally destroys and erases all session history, files, temp files and like data after each session.All workstations must have Adobe Acrobat Reader, Macromedia Flash Player, and QuickTime player installed.The Sheraton brand approved portal is the guest interface for pre and post connection pages for all wired and wireless HSIA service provided.All workstations must be the same brand, must be compatible with Microsoft peripherals, and should be all-in-one units with a minimum display of 17.All workstations must have Microsoft applications installed and running, including but not limited to Microsoft Word, Microsoft PowerPoint, Microsoft Excel, Microsoft Internet Explorer version 6.x or higher, MSN Messenger, and Microsoft Media Player. The property should, where commercially reasonable and technically feasible, install and run versions of the Microsoft applications that have been released within the previous two (2) years. For informational purposes only, the following constitute the most recent releases of Microsoft applications: Microsoft Windows Vista, Microsoft Internet Explorer version 7.0, and Microsoft Office 2007.Printer with PrintMe or alternative web based (black & white minimum, color optional) printing service which all wired and wireless users can access from property-provided workstations or personal laptops.A minimum of five pages of free printing per guest per day is provided.All property-provided workstations must employ and keep current content filtering and virus protection software.AP - If all-in-one workstation units are not available, alternative PC solution may be used with prior divisional approval.SH.01.03.01 All | Level 2The following Link COLLATERAL components are in place, as per brand graphic standards:LinkSheraton experienced with Microsoft branded F&B menus located throughout the Link.LinkSheraton experienced with Microsoft branded mouse pads at every property-provided workstation.One printer instruction sign located near printer on search bar.SH.01.04.01 All | Level 2The following Link F&B components are in place:Print Date: 16 Jan 2009 16:52:12 Page 2 of 108Copyright 2009 Starwood Hotels & Resorts Worldwide, Inc. All Rights Reserved.CONFIDENTIAL & PROPRIETARY - May not be reproduced, disclosed or distributed without the express written permission of Starwood Hotels & Resorts Worldwide, Inc.Please check for the most current version of brand standards and property compliance information.Where local laws permit, alcoholic beverage service is made available within the Link.F&B Service is available during the hours of operation of the F&B outlet servicing the Link. At a minimum, F&B Service is available from 7am (07:00 hr) to 10pm (22:00 hr), via take-away options from adjacent outlets, Link side service or delivered through In-Room dining.SH.01.05.01 All | Level 2The following Link ENTERTAINMENT components are in place:Minimum of 6 weekly, bi-monthly, or monthly national/international publications (magazines, books, etc.) with diverse subject matters are present and refreshed accordingly. Minimum of 3 different daily newspapers are present and refreshed daily, including local and national/international newspapers.Minimum 42 LCD or Plasma HD compatible TV if TV wall is in place (LCD preferred).A weekly event (ritual) is conducted, per Link SOPs. 2009 TEMPORARY RELIEF OPTION: Postpone implementation deadline of the Ritual until December 2010. The implementation deadline of The Link Sheraton Experienced with Microsoft remains 12/31/2008. SH.02: TRAVELITESH.02.01.01 Housekeeping (HSKP) | Level 3All Sheraton properties have fully implemented the Travelite by Sheraton program as defined in the Travelite brochure/specifications. These include but are not limited to:EAME - All Sheraton properties have fully implemented the Travelite by Sheraton program as defined in the Travelite brochure/specifications. These include but are not limited to:EAME - Travelite laundry service: overnight express service including laundry & pressing is available 6 days per week for all non-resort Sheraton hotels.EAME - Multi-purpose adaptors in Travelite bagAP, LAD, NAD - Participation is optionalEAME - Travelite brochures are available at the front desk and in every guest roomA: BRANDED PROGRAMSA.01: SHERATON CAUSE MARKETING PROGRAMA.01.01.01 Sales and Marketing (SALES) | Level 3Property participates in branded cause marketing program.AP - UNICEF Check-out for Children: Where local laws permit, property has fully implemented the UNICEF Check Out for Children (COFC) program.AP, EAME - Guest is handed COFC flyer on top of (not inside) key packet upon check-in.AP - COFC Tent Card displayed at Front Desk.Print Date: 16 Jan 2009 16:52:12 Page 3 of 108Copyright 2009 Starwood Hotels & Resorts Worldwide, Inc. All Rights Reserved.CONFIDENTIAL & PROPRIETARY - May not be reproduced, disclosed or distributed without the express written permission of Starwood Hotels & Resorts Worldwide, Inc.Please check for the most current version of brand standards and property compliance information.AP - Front Desk Associate verbally refers to COFC flyer.AP - COFC video is available in the in-room entertainment system.AP - COFC Turndown card placed on the nightstand on the last night of the guests stay. If providing turndown for the guest, the card is placed on the pillow instead of the nightstand.EAME - UNICEF Check-out for Children: Where local laws permit, property has fully implemented the REVISED (as of March 2008) UNICEF Check Out for Children (COFC) program.EAME - COFC New Branded Kids Belong Tent Card clearly displayed at Front Desk.EAME - COFC Guest Poster is visible in elevators (or public areas if not possible to install in elevators).EAME - COFC Associate Poster is visible in Heart-of-the-House areas.AP, EAME - Upon check out, the folio states: Donation UNICEF Charity.EAME - Upon check-out, the associate points/gestures to the Donation UNICEF Charity on the guest bill and references the tent card at Front Desk. The associate simultaneously states May we charge this USD/EUR 1.00 (or local currency equivalent) for which Sheraton is focusing on saving childrens lives around the world?.AP - UNICEF Check-out for Children: Where local laws permit, property has fully implemented the REVISED UNICEF Check Out for Children (COFC) program. AP - Each property must have a minimum of one UNICEF COFC Ambassador.AP - Upon check-in, each guest is handed a UNICEF COFC Branded Program Card on top of (not inside) the key packet.AP - Properties have the option to display COFC Tent Cards at Front Desk.AP - A UNICEF COFC video segment is included in each SPG TV program segment and shown in every guestroom.AP - (JAPAN & KOREA ONLY): Anytime during a guests stay or upon check-out, a guest can turn in their COFC Donation Envelope to the Front Desk or any Associate.AP - (JAPAN & KOREA ONLY): If a COFC Donation Envelope is turned into the Front Desk, the envelope should be immediately deposited into the COFC Donation Collection Box. Where possible, this is done in view by the guest.AP - (JAPAN & KOREA ONLY): If a COFC Donation Envelope is turned in or found by any Associate, the Associate should ensure the Donation Envelope is sent to the Front Desk for immediate deposit into the COFC Donation Collection Box.AP - A COFC Branded Program Card (COFC Donation Envelope in Japan & Korea) is placed in all guestrooms in guests plain view, preferably on the bedside table where the telephone is located.AP - In guestrooms receiving turndown service, the COFC Branded Program Card (COFC Donation Envelope in Japan & Korea) is placed on top of the pillow on the night prior to a guests departure.AP - (AP EXCLUDING JAPAN & KOREA): If a guest agrees to have a donation posted to their folio upon check-out, the folio states: Donation UNICEF Charity. If a guest declines to have a donation posted to their folio upon check-out, the request is politely acknowledged and a donation is not included on the folio. A.02: WARM WELCOMEA.02.01.01 Front Office (FO) | Level 1Print Date: 16 Jan 2009 16:52:12 Page 4 of 108Copyright 2009 Starwood Hotels & Resorts Worldwide, Inc. All Rights Reserved.CONFIDENTIAL & PROPRIETARY - May not be reproduced, disclosed or distributed without the express written permission of Starwood Hotels & Resorts Worldwide, Inc.Please check for the most current version of brand standards and property compliance information.The property has fully implemented the Sheraton Warm Welcome Program per brand specifications, including the following core elements:Pre-stay e-mailSheraton Scent (minimum two scent machines)Sheraton Shakes HandsA.03: SPECIALTY ROOM TYPESA.03.01: Sheraton ClubA.03.01.01 All | Level 1Properties offer Club Level guestrooms, per divisional specifications. Club Level guestrooms offer all the services and amenities of standard rooms plus the following:AP - Slippers and additional bath sheet are required.AP, LAD - Alternate for Warm Climates (requires prior divisional approval): SHEETS - Beds are double sheeted.AP, EAME, NAD - Bathroom includes a wall-mounted magnifying make-up/shaving mirror.A minimum of one terry robe per occupant, per divisional specifications, is provided.AP, NAD - Complimentary toll-free and local phone calls (threshold billing applies after 60 minutes) are included.Fitness center usage is complimentary.EAME - Does not provide complementary toll-free and local phone calls.Use of Club Lounge is offered.Unlimited complimentary coffee and tea for the in-room coffee service (by request).NAD - Minimum 37 LCD HDTV as per brand specifications. If current LCD HDTV is less than 5 years old and is 32 or greater, then acceptable until lifecycle of TV expires. Minimum 42 LCD HDTV is recommended for NAD properties.Upgraded Sheraton Sweet Sleeper Bed including SHEETS - Beds are triple-sheeted BLANKET - A down blanket replaces the fleece blanket 2 complimentary bottles of mineral/spring water, replenished daily (In countries where water is not potable, this is in addition to other water requirements).EAME - Amenity, per Club Lounge SOPs.LAD - Tabletop magnifying make-up/shaving mirror is required.LAD - Does not provide complementary in-room coffee service, and toll-free and local phone calls.NAD - Beds are not triple sheeted - but are instead double sheeted.EAME - Shoe horn and sewing kit are required.AP, LAD - Alternate for Warm Climates (requires prior divisional approval): BLANKET - Blanket is removed from bed and kept in wardrobe for guest use when desired.Additional bathroom amenities also includes a body sponge.EAME - Beds are not triple sheeted - but are instead double sheeted.LAD - Slippers are required Print Date: 16 Jan 2009 16:52:12 Page 5 of 108Copyright 2009 Starwood Hotels & Resorts Worldwide, Inc. All Rights Reserved.CONFIDENTIAL & PROPRIETARY - May not be reproduced, disclosed or distributed without the express written permission of Starwood Hotels & Resorts Worldwide, Inc.Please check for the most current version of brand standards and property compliance information.Properties offer Club Level guestrooms, per divisional specifications. Club Level guestrooms offer all the services and amenities of standard rooms plus the following:Additional bathroom amenities including at a minimum: shower gel, shaving cream, and vanity pack.A.03.01.02 All | Level 1Effective Date: 31 Dec 2010Effective Note: Immediately for NB&T (New Builds & Transitions)Club Level guestrooms and Club Lounge are required in Suite properties (all-suite properties) and optional in Resort and Vacation locations. If property offers Club Level guestrooms, they must have a Club Lounge, per brand specifications.Club Level guestrooms and Club Lounge are required in Suite properties (all-suite properties) and optional in Resort and Vacation locations. If property offers Club Level guestrooms, they must have a Club Lounge, per brand specifications.A.03.01.03 All | Level 1Properties must offer a Club Lounge, preferably on the Club Level floor(s). Please see the Sheraton A&D Standards for additional details. All renovation plans for Club Lounge must be approved by Sheraton Design. The Club Lounge FACILITY must include:EAME, LAD - 16 hour services/access is provided on weekdays； 10 hour service/access on weekends. When the lounge is unattended, a computer generated sign must be present indicating how to request service.A minimum of 2 guestroom bays/ 700 sf/ 65 m_ (a minimum of 3 guestroom bays/ 1,050 sf/ 98 m_ for NB&T (New Builds & Transitions) when the Club Level has 80 or fewer Club rooms； when the Club Level has more than 80 Club rooms, there must be a minimum of 1 additional bay/ 350sf/ 33 m_ per 40 guestrooms24 hour access； if club is located on a separate floor without guestrooms, 24 hour access is not required.Comfortable seating areas for a minimum of 12 people.At a minimum, a buffet counter and a concierge station； if a pantry exists, it should be out of guests view.A.03.01.04 All | Level 2Where elevator access is not restricted, the Club Lounge must have the ability to provide seated check-in and concierge services.AP, EAME, LAD - Where elevator access is not restricted, the Club Lounge must have the ability to provide seated check-in and concierge services.A.03.01.05 All | Level 2Club Lounge OS& E and FF&E, per divisional specifications, includes a minimum one of each:AP - - Internet access and adequate power supply. When the Club Lounge has 3 bays or 120 or more Club rooms, the following must be added: (1) Additional desk with chair, internet access and power supplyPrint Date: 16 Jan 2009 16:52:12 Page 6 of 108Copyright 2009 Starwood Hotels & Resorts Worldwide, Inc. All Rights Reserved.CONFIDENTIAL & PROPRIETARY - May not be reproduced, disclosed or distributed without the express written permission of Starwood Hotels & Resorts Worldwide, Inc.Please check for the most current version of brand standards and property compliance information.Local and International newspapers available, where appropriateGuest dedicated copier/fax/printer with a supply of paperHouse phoneLAD - 1 Computer workstation with Internet access for hotels with 299 or less roomsEAME - 2 Computer workstations with Internet accessAP - - Internet access and adequate power supply. When the Club Lounge has 3 bays or 120 or more Club rooms, the following must be added: (1) Additional 42 (minimum) LCD or Plasma HD compatible TV (LCD preferred)Minimum 42 LCD or Plasma HD compatible TV (LCD preferred)AP - Internet access and adequate power supply.Wireless internet access, where appropriateUse of printer and office supplies is complimentaryLAD - 2 Computer workstations with Internet access for hotels with 300 or more roomsDesk with one desk chairA.03.01.06 All | Level 2Club Lounge F&B SERVICE to meet the following criteria is required: 2009 TEMPORARY RELIEF OPTION: APD - Suspend staffing outside of meal periods if appropriate. When the Lounge in unattended, a computer generated sign must be present indicating how to request assistance.Hors doeuvres & cocktails offered for a minimum of three hoursHours and days may vary, but service must be offered a minimum of 5 days a weekComplimentary breakfast must be served for a minimum of 2 1/2 hoursStaffed during continental breakfast and evening hors douvresA.03.01.07 All | Level 3Afternoon Club F&B Service should consist of the following minimum: AP, EAME - Afternoon Club F&B Service should consist of the following minimum: Choice of two (2) hot and two (2) cold hors doeuvres are offered complimentary 2 hours per day post noon.AP, EAME - Afternoon Club F&B Service should consist of the following minimum: Beer, wine, non alcoholic and still & sparkling waters must be offered complimentary in conjunction with the complimentary hors doeuvres serviceA.03.01.08 All | Level 3Club Lounge F&B OS&E Package per divisional brand specifications.Club Lounge F&B OS&E Package per divisional brand specifications.Print Date: 16 Jan 2009 16:52:12 Page 7 of 108Copyright 2009 Starwood Hotels & Resorts Worldwide, Inc. All Rights Reserved.CONFIDENTIAL & PROPRIETARY - May not be reproduced, disclosed or distributed without the express written permission of Starwood Hotels & Resorts Worldwide, Inc.Please check for the most current version of brand standards and property compliance information. A.03.01.09 All | Level 3Each Club Level and the Club Lounge have the correct, specialized signage in elevators, at the elevator landing(s) and entrance to the Club Lounge per divisional brand specifications.Each Club Level and the Club Lounge have the correct, specialized signage in elevators, at the elevator landing(s) and entrance to the Club Lounge per divisional brand specifications.A.03.02: Premium Guest SuitesA.03.02.01 All | Level 2Premium Guest Suites: Where present, upscale suites categorized as Executive, Presidential, Governor or Hospitality-type suites offer the following amenities per divisional OS&E specification:AP, LAD - Upgraded radio with CD player. Radio and CD player can be offered in separate units.Bathroom includes a wall-mounted magnifying make-up/shaving mirror.LAD - Shoe horn and sewing kit are required.Additional bathroom amenities also includes a body sponge.2 complimentary bottles of mineral water, replenished daily (In countries where water is not potable, this is in addition to other water requirements)AP, LAD, NAD - Complimentary toll-free and local phone calls (threshold billing applies after 60 minutes) are included.Use of Club Lounge is offered.LAD - Tabletop magnifying make-up/shaving mirror is required.Upgraded alarm clock radio with CD Player or upgraded alarm clock radio with MP3 docking station.Premium guest suites offer all the services and amenities of Sheraton Sweet Sleeper Bed in standard rooms plus the following: SHEETS - Beds are triple-sheeted (doubled sheeted if Warm Weather alternative is used - AP & LAD only with prior divisional approval) BLANKET - A down blanket replaces the fleece blanket used in standard roomsCordless telephone in addition to hard-wired telephones.Television in living room is at least 42 LCD or Plasma HD compatible TV (LCD Preferred) and has a remote (40 LCD HD compatible also acceptable)Fitness center usage is complimentary.A minimum of one terry robe per occupant, per divisional specifications, is providedAdditional bathroom amenities including at a minimum: shower gel, shaving cream, vanity pack, and mouthwash.A.03.03: Sheraton TowersA.03.03.01 All | Level 2Properties with a Towers designation: Guestrooms include all AMENITIES of Sheraton Club level rooms, in addition to the following:Print Date: 16 Jan 2009 16:52:12 Page 8 of 108Copyright 2009 Starwood Hotels & Resorts Worldwide, Inc. All Rights Reserved.CONFIDENTIAL & PROPRIETARY - May not be reproduced, disclosed or distributed without the express written permission of Starwood Hotels & Resorts Worldwide, Inc.Please check for the most current version of brand standards and property compliance information.Properties with a Towers designation: Guestrooms include all AMENITIES of Sheraton Club level rooms, in addition to the following:Upgraded alarm clock radio with CD Player or upgraded alarm clock radio with MP3 docking station Personalized welcome letter from the General Manager.AP - Additional amenities include a minimum of mouthwash, shaving kit, shower cap, shoe mitt and dental kit.Fruit plate - a selection of at least 4 whole fruit. Fruit must be refreshed daily during the guest stay.AP, EAME - Additional bath sheet and slippers are provided.Fresh flower in bathroom.Telephone in bathroom.Additional bathroom amenities also includes a body sponge.AP - Upgraded radio with DVD/CD player is required, unless the DVD function is prohibited by local law and regulations, in which case an Upgraded radio with CD player is sufficient. Radio and DVD/CD player can be offered in separate units.LAD - Additional slippers are provided.Direct push-button to Towers Lounge on the telephone faceplate.Fresh flowers or live plant in Guestroom.Towers welcome amenity, per divisional specifications, marked by With Compliments sticker.Additional bathroom amenities including: shower gel, shaving cream, and vanity pack.A.03.03.02 All | Level 2Properties with a Towers designation: Guestrooms include the following SERVICES: Butler designated service button on the Towers telephone faceplate.Room cleaning at customers convenience.Newspaper delivery according to customer preferences for return customers.Butler services to include at a minimum: meet and greet, rooming, complimentary pressing of 3 items on arrival, packing/unpacking, concierge services, mail/faxes/messages delivery to the room, complimentary shoe shine service.Complimentary Tea/ Coffee wake up service delivered by the Butler.A.03.03.03 All | Level 2Properties with a Towers designation: Towers Lounge is present, meeting the following Towers FACILITY standards:Seating appropriately lit, comfortable, and accommodates a minimum of 12 guests. For each additional bay added, add additional seating for 6 guests.Professionally designed counter for F&B display.Open and accessible to Towers guests for minimum of 16 hours/7 days a week. Restricted access to other property guests. If the Towers Lounge is located on the same floor as Towers guestrooms, 24 hour guest access is required. Pantry is present and away from guests view.Print Date: 16 Jan 2009 16:52:12 Page 9 of 108Copyright 2009 Starwood Hotels & Resorts Worldwide, Inc. All Rights Reserved.CONFIDENTIAL & PROPRIETARY - May not be reproduced, disclosed or distributed without the express written permission of Starwood Hotels & Resorts Worldwide, Inc.Please check for the most current version of brand standards and property compliance information.Minimum of 2 guestroom bays/ 700 sf/ 65 m_ when Towers has 80 or less Towers rooms； when Towers has more than 80 Towers rooms, there must be at a minimum 1 additional bay/ 350sf/ 33 m_ per 40 Towers rooms.Towers signage, per brand graphic standards, is present in elevators, at the elevator landing(s) on Towers floors, and entrance to the Towers Lounge.A.03.03.04 All | Level 2Properties with a Towers designation: Towers Lounge is present, meeting the following Towers SERVICE standards:Provides seated Check-In and Concierge ServicesAccessible to all Towers, Suites, VIP and SPG Platinum guests.Quality background easy listening music in provided. System must be separate from hotels system (I-Pod system recommended)The Towers Desk/Lounge serves as one point of contact to all property services for Towers customers.Lighting is dimmable.A.03.03.05 All | Level 2Properties with a Towers designation: Towers Lounge is present, meeting the following Towers FF&E and OS&E standards. A minimum of (1) each of the following:House phoneGuest dedicated copier, fax, printer with a supply of paper (complimentary)Easy listening background musicLocal & International newspapers & MagazinesAP - When the Towers Lounge has 3 bays or 120 or more Club rooms, the following must be added: One (1) additional 42 LCD or Plasma HD compatible TV (LCD preferred)AP - When the Towers Lounge has 3 bays or 120 or more Club rooms, the following must be added: One (1) additional desk with chair, internet access and power supplyA brightly lit work Desk and comfortable Desk chair with Internet access and power source.Minimum 42 LCD or Plasma HD compatible TV (LCD preferred)Complimentary Office supplies (i.e. tape, stapler etc.)Computer with Internet accessA.03.03.06 All | Level 2Properties with a Towers designation: Towers Lounge is present, meeting the following Towers FOOD & BEVERAGE standards:Cold or hot towel service offered where appropriate.Complimentary freshly brewed coffee and high Quality leaf teas available in the Lounge at all times of the day.Complimentary selection of whole Fruit, cookies and nuts available in the Lounge at all times of the day.Complimentary pre-dinner cocktail hour (time to suit majority of the guests).Print Date: 16 Jan 2009 16:52:12 Page 10 of 108Copyright 2009 Starwood Hotels & Resorts Worldwide, Inc. All Rights Reserved.CONFIDENTIAL & PROPRIETARY - May not be reproduced, disclosed or distributed without the express written permission of Starwood Hotels & Resorts Worldwide, Inc.Please check for the most current version of brand standards and property compliance information.Butler to serve hot and Cold drinks during Breakfast, cocktail hours and available for service throughout the day.Complimentary welcome drink served upon check in.All property hotel outlet menus available on request. Possibility to order food and drinks form the outlets to be delivered to the Lounge.A.03.03.07 All | Level 2Properties with a Towers designation: Towers Lounge is present, meeting the following Towers MORNING F&B SERVICE requirements:International news program is on television during breakfast.Breakfast is offered at least 2.5 hours a day, a minimum of 5 days per week.Extended deluxe continental breakfast is available complimentary.A.03.03.08 All | Level 2Properties with a Towers designation: Towers Lounge is present, meeting the following Towers AFTERNOON/EVENING F&B requirements:AP - In addition, pre-dinner hors doeuvres and cocktails offered complimentary for a minimum of three (3) hours (time to suit majority of guests).Complimentary 2 hot and 2 cold hors doeuvres are offered for two hours a day post noon.Beer, wine, non-alcoholic beverages and still & sparkling waters are offered complimentary.Wine is available and displayed by the bottle, per Wines of the World program.Where spirits are provided, only well recognized brands are served.A.04: CHILDRENS PROGRAMSA.04.01.01 All | Level 2The resort has fully implemented Sheraton Adventure Club program per operational guidelines, including the following elements (NAD - RESORT) (Optional program for resorts with less than 300 rooms):NAD - The resort has fully implemented Sheraton Adventure Club program per operational guidelines, including the following elements (NAD - RESORT):NAD - Use of brand approved logo, collateral, and amenities. (NAD - RESORT)NAD - One (1) dedicated Director of Fun. (NAD - RESORT)A.05: SPGA.05.01.01 Front Office (FO) | Level 2Property participates in the SPG program as evidenced by:SPG Floor/Room signage in place, per brand graphic standardsBlack SPG display is positioned at the front desk (or nearby) includes square Starwood Preferred Guest New Member brochures on the right and appropriate promotional panel inserted on the left.Print Date: 16 Jan 2009 16:52:12 Page 11 of 108Copyright 2009 Starwood Hotels & Resorts Worldwide, Inc. All Rights Reserved.CONFIDENTIAL & PROPRIETARY - May not be reproduced, disclosed or distributed without the express written permission of Starwood Hotels & Resorts Worldwide, Inc.Please check for the most current version of brand standards and property compliance information.Specially designated check-in station with appropriate SPG signage is in place, per brand graphic standardsA minimum of 15% of inventory is designated as SPG RoomsA.05.01.02 All | Level 2SPG Preferred Rooms contain the following additional amenities, per divisional specifications:Water bottle contains hangtag, per SPG graphic standards.Unlimited complimentary coffee/tea for the in-room coffee maker.LAD - Does not provide complimentary in-room coffee service.Minimum of one complimentary bottle of mineral/spring water, replenished daily (In countries where water is not potable, this is in addition to other water requirements)Additional bathroom amenities also includes a body sponge. Bathrobe.Additional bathroom amenities including: shower gel and vanity pack. A.05.02.01 Front Office (FO) | Level 2Property provides SPG services in accordance with the SPG Program Guidelines. SPG gold members are given a room upgrade to a preferred standard room when available.Platinum and VIP guests receive welcome amenity per SPG guidelines. Platinum and VIP Preferred are upgraded to best available room, including standard suites (specialty suites, such as Presidential and Honeymoon, are excluded), and receive complimentary access to fitness facility and Club Lounge.AP, EAME - If a third party food and beverage outlet has an agreement with the hotel to operate on the hotels behalf, and guests are able to post charges to their hotel folio, then the outlet must participate in SPG awards per SPG program guidelines. If a third party food and beverage outlet does not provide posting privileges for hotel guests, then participation on SPG awards per SPG program guidelines is not required.Starwood Preferred Guest program members at the Gold, Platinum and VIP levels are not relocated when holding a guaranteed reservation.All food and beverage outlets participate in SPG awards per SPG program guidelines, including third party/outsourced food and beverage outlets.4PM late check-out for qualified members (Preferred Plus, Preferred Business, Corporate, Gold, Platinum, VIP)； resort and conference center locations based on availability.Youve been upgraded post-it note are attached to the key pack of any SPG member who has been upgraded.A.05.02.02 Front Office (FO) | Level 2SPG members receive services/benefits per their Member Preference Profile.SPG members receive services/benefits per their Member Preference Profile.A.05.02.03 Front Office (FO) | Level 3Print Date: 16 Jan 2009 16:52:12 Page 12 of 108Copyright 2009 Starwood Hotels & Resorts Worldwide, Inc. All Rights Reserved.CONFIDENTIAL & PROPRIETARY - May not be reproduced, disclosed or distributed without the express written permission of Starwood Hotels & Resorts Worldwide, Inc.Please check for the most current version of brand standards and property compliance information.SPG members are advised of their StarPoint balance upon check-in and are offered local instant rewards.AP, EAME - SPG members are advised of their StarPoint balance upon check-in and are offered local instant rewards.A.05.03.01 Front Office (FO) | Level 2If there is no notation of SPG membership upon arrival, each guest is asked if they are a member, and if not, are invited to join program as described in the SPG manual (subject to local privacy legislation and divisional policies).If there is no notation of SPG membership upon arrival, each guest is asked if they are a member, and if not, are invited to join program as described in the SPG manual (subject to local privacy legislation and divisional policies).A.05.04.01 Front Office (FO) | Level 3Property participates in the approved credit card partnership program as per divisional specifications. These are placed in a prominent area of the property and available upon request at the front desk.NAD - Property participates in the approved credit card partnership program as per divisional specifications. These are placed in a prominent area of the property and available upon request at the front desk.NAD - USA partnership is American Express； Canadian partnership is MBNA.A.06: PET PROGRAMA.06.01.01 Front Office (FO) | Level 3The property accepts dogs that weigh 80 lbs (36 kg) or less and provides:The property accepts dogs that weigh 80 lbs (36 kg) or less and provides:Dog In Room SignAP, EAME, LAD - Participation is optionalSheraton Dog Bowl and MatPet Welcome KitSheraton Sweet Sleeper Dog BedLiability WaiverA.07: GUEST SERVICESA.07.01.01 Front Office (FO) | Level 2Property has implemented the Guest Service Center, a central one-stop telephone based center. The Guest Service Center handles all guest requests, guest reported defects and complaints using the approved guest request & defect tracking system. All guest-facing collateral and touch points are to refer to the call center as the Guest Service Center or Guest Services.Property has implemented the Guest Service Center, a central one-stop telephone based center. The Guest Service Center handles all guest requests, guest reported defects and complaints using the approved guest request & defect tracking system. All guest-facing collateral and touch points are to refer to the call center as the Guest Print Date: 16 Jan 2009 16:52:12 Page 13 of 108Copyright 2009 Starwood Hotels & Resorts Worldwide, Inc. All Rights Reserved.CONFIDENTIAL & PROPRIETARY - May not be reproduced, disclosed or distributed without the express written permission of Starwood Hotels & Resorts Worldwide, Inc.Please check for the most current version of brand standards and property compliance information.Service Center or Guest Services.B: TechnologyB.01: HIGH SPEED INTERNET & BROADBAND TECHNOLOGYB.01.01.01 Information Technology (IT) | Level 4A Starwood ONE access-computer with modem or DSL with browser is available and accessible for all associates whose job function requires access to Starwood ONE.A StarwoodONE access-computer with modem or DSL with browser is available and accessible on property for all associates whose job function requires access to StarwoodONE.B.01.02.01 Information Technology (IT) | Level 1High-speed internet access broadband solution (wired or wireless) is installed in all guestrooms per divisional specifications.High-speed internet access broadband solution (wired or wireless) is installed in all guestrooms per divisional specifications.LAD, NAD - In new builds, wired and wireless high-speed Internet access is required.B.01.02.02 Information Technology (IT) | Level 1High-speed internet access broadband solution (wired or wireless) is installed in all meeting rooms.High-speed internet access broadband solution (wired or wireless) is installed in all meeting rooms.LAD - Hard-wired and wireless high-speed internet access is required.AP - Wireless high-speed internet access is required； wired is optional.B.01.02.03 Information Technology (IT) | Level 4Wireless high-speed Internet access is installed in 100% of lobby space.Wireless high-speed Internet access is installed in 100% of lobby space.Appropriate signage is in place describing service.B.01.03.01 Information Technology (IT) | Level 3The Sheraton brands portal web pages are the guest interface for any high-speed internet access provided and should be integrated into the connection page flow process in place at the property. In certain countries and/or regions where the technology is not yet available, properties are required to have a brand specific local landing page that replicates the Sheraton brand portal.The Sheraton brands portal web pages are the guest interface for any high-speed internet access provided and should be integrated into the connection page flow process in place at the property. In certain countries and/or regions where the technology is not yet available, properties are required to have a brand specific local landing Print Date: 16 Jan 2009 16:52:12 Page 14 of 108Copyright 2009 Starwood Hotels & Resorts Worldwide, Inc. All Rights Reserved.CONFIDENTIAL & PROPRIETARY - May not be reproduced, disclosed or distributed without the express written permission of Starwood Hotels & Resorts Worldwide, Inc.Please check for the most current version of brand standards and property compliance information.page that replicates the Sheraton brand portal.B.02: SYSTEMSB.02.01.01 Information Technology (IT) | Level 3Hotel has implemented the StarGuest Response program.Hotel has implemented the StarGuest Response program.AP, LAD - The Guest Service Center has implemented the FCS Connect (AP) / GCM (LAD) program to track defects and requests. AP, LAD - Properties with StarGuest Response implemented may choose to continue with SGR+ but has the option to migrate to FCS Connect.B.02.02.01 Information Technology (IT) | Level 2Effective Date: 31 Dec 2009Check-in/Check-out kiosk with integrated boarding pass printing is in place (NAD-P, NAD-AIRPORT):NAD - Kiosk is integrated with a subscription service to provide guests with the ability to print their airline boarding passes while on property. (NAD-P, NAD-AIRPORT)NAD - Kiosk with branded content allowing guests to check-in, check-out, and view their folio. (NAD-P, NAD-AIRPORT)NAD - A minimum of one kiosk is in place, with a minimum of two kiosks for properties with over 300 rooms. (NAD-P, NAD-AIRPORT)C: SERVICE CULTUREC.01: TRAINING & CERTIFICATIONC.01.01.01 Human Resources (HR) | Level 1Sheraton Service Culture: Associate Training (Phase 1 - Brand & Experience)All new guest contact associates have completed the Sheraton Service Culture: Experience Training modules within 90 days of hire.All associates have been fully trained by a certified trainer in the Sheraton Service Culture: Brand Training Modules.All new associates have completed the Sheraton Service Culture: Brand Training modules within 30 days of hire.All guest contact associates have been fully trained by a certified trainer in the Sheraton Service Culture: Guest Experience Training Modules in addition to the Brand Training Modules. C.01.01.02 Human Resources (HR) | Level 1Effective Date: 31 Dec 2009Sheraton Service Culture: Associate Training (Phase II - Voice)All guest contact associates have been fully trained by a certified trainer in the Service Culture: Sheraton Voice Training Modules. Print Date: 16 Jan 2009 16:52:12 Page 15 of 108Copyright 2009 Starwood Hotels & Resorts Worldwide, Inc. All Rights Reserved.CONFIDENTIAL & PROPRIETARY - May not be reproduced, disclosed or distributed without the express written permission of Starwood Hotels & Resorts Worldwide, Inc.Please check for the most current version of brand standards and property compliance information.All new guest contact associates have completed the Service Culture: Sheraton Voice Training modules within 270 days of hire.C.01.01.03 Human Resources (HR) | Level 1Sheraton Service Culture: Brand OrientationAll newly hired associates (including leadership) experience the Sheraton Service Culture: Brand Orientation module as part of their orientation during their first week of work (ideally on day 1).C.01.01.04 Human Resources (HR) | Level 3Property Service Culture Trainers: All properties have a minimum of two certified trainers in the Sheraton Service Culture: Brand and Experience Training Programs on property. (For properties with more than 200 associates, it is recommended that there is one certified trainer per 100 associates. If a property has a dedicated Director of Training on property, this may exclude the need for additional certified trainers, but it must first be approved by their Director of Service Culture.)Property Service Culture Trainers: All properties have a minimum of two certified trainers in the Sheraton Service Culture: Brand and Experience Training Programs on property. (For properties with more than 200 associates, it is recommended that there is one certified trainer per 100 associates. If a property has a dedicated Director of Training on property, this may exclude the need for additional certified trainers, but it must first be approved by their Director of Service Culture.)C.01.01.05 Human Resources (HR) | Level 3Effective Date: 31 Dec 2009Property Service Culture Trainers: All properties have a minimum of two certified trainers in the Sheraton Service Culture: Sheraton Voice Training Program on property. (For properties with more than 200 associates, it is recommended that there is one certified trainer per 100 associates. If a property has a dedicated Director of Training on property, this may exclude the need for additional certified trainers, but it must first be approved by their Director of Service Culture.)Property Service Culture Trainers: All properties have a minimum of two certified trainers in the Sheraton Service Culture: Sheraton Voice Training Program on property. (For properties with more than 200 associates, it is recommended that there is one certified trainer per 100 associates. If a property has a dedicated Director of Training on property, this may exclude the need for additional certified trainers, but it must first be approved by their Director of Service Culture.)C.01.01.06 Human Resources (HR) | Level 1Sheraton Service Culture: Leading the Sheraton CultureIdeally, individuals being promoted to manager or supervisor have completed Sheraton Service Culture Training: Brand, Experience and Leading modules prior to promotion. At a minimum, completion of these modules should occur within 180 days of promotion.Print Date: 16 Jan 2009 16:52:12 Page 16 of 108Copyright 2009 Starwood Hotels & Resorts Worldwide, Inc. All Rights Reserved.CONFIDENTIAL & PROPRIETARY - May not be reproduced, disclosed or distributed without the express written permission of Starwood Hotels & Resorts Worldwide, Inc.Please check for the most current version of brand standards and property compliance information.Newly hired managers and supervisors have completed Service Culture Brand, Experience and Leading training modules within 180 days of hire.All managers and supervisors have been trained in the Sheraton Service Culture: Leading the Sheraton Culture Training, in addition to the Brand and Guest Experience Training Programs.C.01.01.07 Human Resources (HR) | Level 1Effective Date: 31 Dec 2009Sheraton Service Culture: Building a Coaching CultureAt a minimum, all newly hired and newly promoted managers and supervisors will complete the Voice modules within 270 days of promotion/hire and completion of the Coaching modules will occur by the beginning of their 2nd year in their role.All managers and supervisors have been trained in the Sheraton Service Culture: Building a Coaching Culture Training, in addition to the Sheraton Voice training.Ideally, individuals being promoted to manager or supervisor have completed Sheraton Service Culture Training: Voice and Coaching modules prior to promotion. C.02: GENERAL SERVICE INTERACTIONC.02.01.01 Human Resources (HR) | Level 2Training and Culture Building is an ongoing process:Effective pre-shift meetings are conducted daily for all associates using the Leadership Toolkit Cards and related activities according to Sheraton Service Culture: Leading the Sheraton Culture, Module 1 (entitled Building a Culture of Performance).General Manager includes Leadership Toolkit meeting topic in weekly staff meeting.C.02.02.01 Human Resources (HR) | Level 2Associates cultivate a strong service culture and positive guest experience by demonstrating Connect with Guests:Connect emotionally with each guestSmile and welcome guests in a warm and approachable wayCreate a comforting and relaxing environmentDemonstrate genuine care through listening generously, demonstrating empathy and asking meaningful questionsShow understanding of guests needs and provide meaningful servicesAddress guest by name to help them feel like they belongUse Sheraton language that is aligned with the Core ValuesC.02.02.02 Human Resources (HR) | Level 2Guest contact associates execute the Solutions that Connect method of service recovery:Add comfortOffer a genuine apologyPrint Date: 16 Jan 2009 16:52:12 Page 17 of 108Copyright 2009 Starwood Hotels & Resorts Worldwide, Inc. All Rights Reserved.CONFIDENTIAL & PROPRIETARY - May not be reproduced, disclosed or distributed without the express written permission of Starwood Hotels & Resorts Worldwide, Inc.Please check for the most current version of brand standards and property compliance information.Listen generouslyRespond to the issue within 15 minutes and follow-up within 30 minutes of resolution to ensure satisfactionRecognize emotions and demonstrate empathyThe data associated with the defect or request is tracked using the approved guest request & defect tracking system (StarGuest Response+, or FCS in AP, or GCM in LAD).Offer further assistanceThank the guest for providing us the gift of feedbackC.03: UNIFORMSC.03.01.01 Human Resources (HR) | Level 2Associates are neatly dressed and wear clean, properly fitting and well-maintained uniforms per brand uniform program and meeting divisional brand specifications.Associates are neatly dressed and wear clean, properly fitting and well-maintained uniforms per brand uniform program and meeting divisional brand specifications.C.03.01.02 Human Resources (HR) | Level 4Socks, shoes and stockings are color coordinated with the uniform； safety shoes are worn as appropriate.Socks, shoes and stockings are color coordinated with the uniform； safety shoes are worn as appropriate.C.03.02.01 Human Resources (HR) | Level 4Every associate wears a nametag on the left pocket / chest as part of their uniform. Every associate wears a nametag on the left pocket / chest as part of their uniform. NAD - Nametag is per brand specifications and follows brand graphics standards.May not apply to associates in concept restaurants, depending on restaurant uniform requirements.Nametag must be in English, however, local language and characters may be used where appropriate.C.03.02.02 Human Resources (HR) | Level 4Years of Service pins/pride pins are worn by every associate, as outlined in the Years of Service manual.NAD - Years of Service pins/pride pins are worn by every associate, as outlined in the Years of Service manual.Pins are worn on the left lapel/collar.Nametags, pride pins and union pins are the only acceptable pins worn.AP - Years of Service pins/pride pins are worn by every associate, as outlined in the Years of Service manual.C.04: TELEPHONE COURTESY & COMMUNICATIONC.04.01.01 Front Office (FO) | Level 3All calls (internal and external) are answered within three rings.All calls (internal and external) are answered within three rings. Print Date: 16 Jan 2009 16:52:12 Page 18 of 108Copyright 2009 Starwood Hotels & Resorts Worldwide, Inc. All Rights Reserved.CONFIDENTIAL & PROPRIETARY - May not be reproduced, disclosed or distributed without the express written permission of Starwood Hotels & Resorts Worldwide, Inc.Please check for the most current version of brand standards and property compliance information.2009 TEMPORARY RELIEF OPTION: NAD/LAD/EAME: Option to answer calls within 5 rings at all times and during late night shift (11PM - 7AM) calls may be answered at the Front Desk. C.04.01.02 Front Office (FO) | Level 3When answering external calls, leaving outgoing voicemail messages and for recorded administrative voice mail greetings, the Sheraton-approved hotel name is used.When answering external calls, leaving outgoing voicemail messages and for recorded administrative voice mail greetings, the Sheraton-approved hotel name is used.C.04.01.03 Front Office (FO) | Level 3External calls to the main hotel number are answered personally 24/7 using the following script - Thank you for calling the Sheraton _, how may I assist you?. A local language equivalent is acceptable.External calls to the main hotel number are answered personally 24/7 using the following script - Thank you for calling the Sheraton _, how may I assist you?. A local language equivalent is acceptable.NAD - An automated answering system is acceptable, but must meet the following standards: - Greeting follows brand script, Thank you for calling the Sheraton _.NAD - An automated answering system is acceptable, but must meet the following standards: Direct guestroom access is not an optionNAD - An automated answering system is acceptable, but must meet the following standards: The first option must be to contact an operatorC.04.01.04 Front Office (FO) | Level 3Internal and external calls are not answered directly at the front desk from 7AM - 11PM (07:00h - 23:00h), 7 days per week.Internal and external calls are not answered directly at the front desk from 7AM - 11PM (07:00h - 23:00h), 7 days per week.C.04.01.05 Front Office (FO) | Level 2Guest Service Center calls are answered by an associate (not a recording or voicemail) using the Guest Services designation 24 hours per day/ 7 days a week. All guest-facing collateral and touch points are to refer to the call center as the Guest Service Center or Guest Services.Guest Service Center calls are answered by an associate (not a recording or voicemail) using the Guest Services designation 24 hours per day/ 7 days a week. All guest-facing collateral and touch points are to refer to the call center as the Guest Service Center or Guest Services.C.04.02.01 Front Office (FO) | Level 4Print Date: 16 Jan 2009 16:52:12 Page 19 of 108Copyright 2009 Starwood Hotels & Resorts Worldwide, Inc. All Rights Reserved.CONFIDENTIAL & PROPRIETARY - May not be reproduced, disclosed or distributed without the express written permission of Starwood Hotels & Resorts Worldwide, Inc.Please check for the most current version of brand standards and property compliance information.When conversing on the phone, associates:Use Sheraton language that is aligned with the Core ValuesAre courteous and friendlyDemonstrate genuine care through listening generously, demonstrating empathy and asking meaningful questionsSpeak clearly and distinctlyUse Sheraton Tone of VoiceC.04.03.01 Front Office (FO) | Level 4Background hold music is used, but only easy listening or indigenous (e.g., Hawaiian) music is played. Dead air (silence) or radio stations are not permitted. The Sheraton approved promotional message, per divisional specifications, is included in the on-hold messaging.Background hold music is used, but only easy listening or indigenous (e.g., Hawaiian) music is played. Dead air (silence) or radio stations are not permitted. The Sheraton approved promotional message, per divisional specifications, is included in the on-hold messaging.C.04.04.01 Front Office (FO) | Level 4Unanswered calls to guestrooms are automatically routed to the guests voice mail box after 5 rings. The caller is offered the option of transferring to an operator rather than leaving a voice mail message.Unanswered calls to guestrooms are automatically routed to the guests voice mail box after 5 rings. The caller is offered the option of transferring to an operator rather than leaving a voice mail message.C.04.05.01 Front Office (FO) | Level 1The property operator confirms the guests name prior to transferring calls to the guestroom. The operator does not transfer calls to guestrooms unless the caller knows the name of the guest.The property operator confirms the guests name prior to transferring calls to the guestroom. The operator does not transfer calls to guestrooms unless the caller knows the name of the guest.C.04.05.02 Front Office (FO) | Level 3When transferring a call, the associate communicates an explanation of current situation to the associate receiving the call, so the guest does not have to repeat the request and/or situation. When transferring a call, the associate communicates an explanation of current situation to the associate receiving the call, so the guest does not have to repeat the request and/or situation. C.05: HEART OF THE HOUSEC.05.01.01 Engineering (ENG) | Level 3All heart-of-house areas are in excellent condition (i.e. doors, walls, ceilings, floors), including:Conditions: Store and plant rooms and any offsite workshops and facilities: Walls/Doors/Windows/ArtworkPrint Date: 16 Jan 2009 16:52:12 Page 20 of 108Copyright 2009 Starwood Hotels & Resorts Worldwide, Inc. All Rights Reserved.CONFIDENTIAL & PROPRIETARY - May not be reproduced, disclosed or distributed without the express written permission of Starwood Hotels & Resorts Worldwide, Inc.Please check for the most current version of brand standards and property compliance information.Conditions: Associate lounge: Walls/Doors/Windows/ArtworkConditions: Associate lounge: Floor/FF&E/EquipmentConditions: Service Corridors: Walls/Doors/Windows/ArtworkConditions: Associate lounge: Ceiling/HVAC/Vents/LightingConditions: Loading dock: Floor/FF&E/EquipmentConditions: Associate lunchroom/cafeteria: Ceiling/HVAC/Vents/LightingConditions: Associate lunchroom/cafeteria: Floor/FF&E/EquipmentConditions: Offices (sales, catering, executive): Ceiling/HVAC/Vents/LightingConditions: Kitchen: Floor/FF&E/EquipmentConditions: Associate lunchroom/cafeteria: Walls/Doors/Windows/ArtworkConditions: Loading dock: Walls/Doors/Windows/ArtworkConditions: Laundry facilities:Floor/FF&E/EquipmentConditions: Loading dock: Ceiling/HVAC/Vents/LightingConditions: Store and plant rooms and any offsite workshops and facilities: Ceiling/HVAC/Vents/LightingConditions: Entrance: Floor/FF&E/EquipmentConditions: Locker/changing room: Ceiling/HVAC/Vents/LightingConditions: Entrance: Ceiling/HVAC/Vents/LightingConditions: Entrance: Walls/Doors/Windows/ArtworkConditions: Kitchen: Walls/Doors/Windows/ArtworkConditions: Offices (sales, catering, executive): Walls/Doors/Windows/ArtworkConditions: Laundry facilities: Ceiling/HVAC/Vents/LightingConditions: Service Corridors: Floor/FF&E/EquipmentConditions: Kitchen: Ceiling/HVAC/Vents/LightingConditions: Locker/changing room: Walls/Doors/Windows/ArtworkConditions: Restrooms: Ceiling/HVAC/Vents/LightingConditions: Restrooms: Floor/FF&E/EquipmentConditions: Locker/changing room: Floor/FF&E/EquipmentConditions: Restrooms: Walls/Doors/Windows/ArtworkConditions: Service Corridors: Ceiling/HVAC/Vents/LightingConditions: Offices (sales, catering, executive): Floor/FF&E/EquipmentConditions: Laundry facilities: Walls/Doors/Windows/ArtworkConditions: Store and plant rooms and any offsite workshops and facilities: Floor/FF&E/EquipmentC.05.01.02 Housekeeping (HSKP) | Level 4All heart-of-house areas are clean, including:Cleanliness: Service Corridors: Walls/Doors/Windows/ArtworkCleanliness: Loading dock: Walls/Doors/Windows/ArtworkCleanliness: Laundry facilities:Floor/FF&E/EquipmentPrint Date: 16 Jan 2009 16:52:12 Page 21 of 108Copyright 2009 Starwood Hotels & Resorts Worldwide, Inc. All Rights Reserved.CONFIDENTIAL & PROPRIETARY - May not be reproduced, disclosed or distributed without the express written permission of Starwood Hotels & Resorts Worldwide, Inc.Please check for the most current version of brand standards and property compliance information.Cleanliness: Store and plant rooms and any offsite workshops and facilities: Floor/FF&E/EquipmentCleanliness: Locker/changing room: Floor/FF&E/EquipmentCleanliness: Entrance: Ceiling/HVAC/Vents/LightingCleanliness: Restrooms: Ceiling/HVAC/Vents/LightingCleanliness: Loading dock:Floor/FF&E/EquipmentCleanliness: Offices (sales, catering, executive): Walls/Doors/Windows/ArtworkCleanliness: Associate lounge: Floor/FF&E/EquipmentCleanliness: Offices (sales, catering, executive): Ceiling/HVAC/Vents/LightingCleanliness: Offices (sales, catering, executive): Floor/FF&E/EquipmentCleanliness: Associate lounge: Ceiling/HVAC/Vents/LightingCleanliness: Kitchen: Ceiling/HVAC/Vents/LightingCleanliness: Laundry facilities: Ceiling/HVAC/Vents/LightingCleanliness: Laundry facilities: Walls/Doors/Windows/ArtworkCleanliness: Kitchen: Walls/Doors/Windows/ArtworkCleanliness: Entrance: Floor/FF&E/EquipmentCleanliness: Store and plant rooms and any offsite workshops and facilities: Ceiling/HVAC/Vents/LightingCleanliness: Kitchen: Floor/FF&E/EquipmentCleanliness: Restrooms: Floor/FF&E/EquipmentCleanliness: Associate lunchroom/cafeteria: Ceiling/HVAC/Vents/LightingCleanliness: Locker/changing room: Walls/Doors/Windows/ArtworkCleanliness: Entrance: Walls/Doors/Windows/ArtworkCleanliness: Associate lunchroom/cafeteria: Floor/FF&E/EquipmentCleanliness: Restrooms: Walls/Doors/Windows/ArtworkCleanliness: Associate lunchroom/cafeteria: Walls/Doors/Windows/ArtworkCleanliness: Locker/changing room: Ceiling/HVAC/Vents/LightingCleanliness: Associate lounge: Walls/Doors/Windows/ArtworkCleanliness: Service Corridors: Ceiling/HVAC/Vents/LightingCleanliness: Loading dock: Ceiling/HVAC/Vents/LightingCleanliness: Service Corridors: Floor/FF&E/EquipmentCleanliness: Store and plant rooms and any offsite workshops and facilities: Walls/Doors/Windows/ArtworkC.05.02.01 All | Level 3At a minimum, two I am Sheraton mirrors, per brand specifications, are located in the heart of the house.At a minimum, two I am Sheraton mirrors, per brand specifications, are located in the heart of the house.C.05.03.01 All | Level 3Upon renovation, heart of the house areas incorporate warm, comforting connections, per the Sheraton Heart of the House Style Guide.Print Date: 16 Jan 2009 16:52:12 Page 22 of 108Copyright 2009 Starwood Hotels & Resorts Worldwide, Inc. All Rights Reserved.CONFIDENTIAL & PROPRIETARY - May not be reproduced, disclosed or distributed without the express written permission of Starwood Hotels & Resorts Worldwide, Inc.Please check for the most current version of brand standards and property compliance information.Upon renovation, heart of the house areas incorporate warm, comforting connections, per the Sheraton Heart of the House Style Guide. 2009 TEMPORARY RELIEF OPTION: Investment in new branded Heart of House Areas may be deferred until 6/30/10, provided this area is in satisfactory condition. C.05.03.02 All | Level 3The Sheraton Service Culture Posters are visible, neatly displayed, clean and free from rips and tears in Heart of House areas (if walls are painted with the same information, that is a wonderful alternative):The Sheraton Service Culture Posters are visible, neatly displayed, clean and free from rips and tears in Heart of House areas (if walls are painted with the same information, that is a wonderful alternative):Core Values Posters (set of 3)Human Truths Posters (set of 6)Associate Success Profile PosterC.05.04.01 All | Level 2Associates cultivate a strong internal service culture and positive associate experience by demonstrating Belong to the Sheraton FamilyDemonstrate genuine care through listening generously, demonstrating empathy and asking meaningful questionsUse Sheraton language that is aligned with the Core ValuesCreate and feel a sense of belonging and inclusionConnect with each other on a personal levelAddress each other by nameAct as a family that works and plays togetherC.05.04.02 All | Level 2Associates can readily name the Core Values and Human Truths.Associates can readily name the Core Values and Human Truths.D: PROPERTY SERVICESD.01: RESERVATIONS & PRE-ARRIVALD.01.01.01 Front Office (FO) | Level 4Property accepts reservations 24 hours per day/ 7 days a week； when on-site reservation office is not staffed, calls are forwarded to MARS or another department.Property accepts reservations 24 hours per day/ 7 days a week； when on-site reservation office is not staffed, calls are forwarded to MARS or another department.Print Date: 16 Jan 2009 16:52:12 Page 23 of 108Copyright 2009 Starwood Hotels & Resorts Worldwide, Inc. All Rights Reserved.CONFIDENTIAL & PROPRIETARY - May not be reproduced, disclosed or distributed without the express written permission of Starwood Hotels & Resorts Worldwide, Inc.Please check for the most current version of brand standards and property compliance information. D.01.02.01 Front Office (FO) | Level 4For reservations requesting accessible rooms, all accessible rooms are pre-blocked.For reservations requesting accessible rooms, all accessible rooms are pre-blocked.D.01.03.01 Front Office (FO) | Level 4Guests are notified in advance of unavailable services, products, closed facilities and delays via the pre-stay e-mail.Guests are notified in advance of unavailable services, products, closed facilities and delays via the pre-stay e-mail.D.02: CHECK-IND.02.01.01 Front Office (FO) | Level 4All front office stations are equipped to handle check-in, check-out, key validation, parking validation (where applicable) and monetary transactions.All front office stations are equipped to handle check-in, check-out, key validation, parking validation (where applicable) and monetary transactions.D.02.03.01 Front Office (FO) | Level 4Posted check-in time is no later than 3PM, (15:00h) although guests are accommodated earlier when possible.Posted check-in time is no later than 3PM, (15:00h) although guests are accommodated earlier when possible.D.02.04.01 Front Office (FO) | Level 3Guests are asked to present a valid photo ID at check-in. Identification is requested of arriving guests to verify the name, but no information from the ID is photocopied or recorded, unless required by local law.Guests are asked to present a valid photo ID at check-in. Identification is requested of arriving guests to verify the name, but no information from the ID is photocopied or recorded, unless required by local law.D.02.05.01 Front Office (FO) | Level 3Time waiting in line for check-in will not exceed three minutes.Time waiting in line for check-in will not exceed three minutes. 2009 TEMPORARY RELIEF OPTION: EAME: Eliminate specific number of minutes from check-in standard. Waiting time for check-in is adapted to guest and market expectations with the understanding that if guest has to queue for longer than expected, special accommodation (acknowledgement, apology, welcome drink) is provided. D.02.06.01 Front Office (FO) | Level 2Associates provide a welcoming, efficient and genuine arrival experience for guests creating an emotional connection, a positive first impression and reflecting the Sheraton service culture using the following components:Print Date: 16 Jan 2009 16:52:12 Page 24 of 108Copyright 2009 Starwood Hotels & Resorts Worldwide, Inc. All Rights Reserved.CONFIDENTIAL & PROPRIETARY - May not be reproduced, disclosed or distributed without the express written permission of Starwood Hotels & Resorts Worldwide, Inc.Please check for the most current version of brand standards and property compliance information.Associates provide a welcoming, efficient and genuine arrival experience for guests creating an emotional connection, a positive first impression and reflecting the Sheraton service culture using the following components:Verify Method of Payment to obtain the proper method of paymentLAD - Guests are offered complimentary laundry pressing of one item per room at check-in. Optional in resort properties.Information in Reservation to confirm departure date, rate, room preference, early departure fees, and special requests etc.LAD - Room number is hand-written on separate paper as per divisional specifications. Guest name and room number are not allowed to be written on the key packet.Acknowledge the Guest by providing eye contact, smiling, using the guests name (min. 2 times) and welcoming the guest to the hotel saying Welcome to Sheraton. May I have your name?Acquire Keys for the guest (room numbers and rates are indicated in writing and not stated out loud)Recognize SPG to determine if the arriving guest is a Starwood Preferred Guest Member, and remind them of benefits, such as upgrades and amenities.Leave a lasting impression - the final opportunity to truly impress the guest. (offer luggage assistance, etc.)Recap Preferences to ensure that the information in the guest profile is correct, update e-mail address and thank them for their loyalty.NAD - A paperless check-in system (i.e., no registration card or signature required) is fully implemented unless prohibited by local laws.D.02.07.01 Front Office (FO) | Level 4Messages, faxes and packages received prior to arrival are given to guest at check-in.Messages, faxes and packages received prior to arrival are given to guest at check-in.D.03: CHECK-OUTD.03.01.01 Front Office (FO) | Level 3In accordance with local law, at least one of the following methods of check-out are offered:AP, LAD, NAD - Video or other automated check-out method. On request, the folio may be mailed, faxed or e-mailed as indicated within 24 hours of departure. (May not apply to select customer market segments.)AP, LAD, NAD - Placement of folio under guestroom door overnight for guests due to depart. Folios are secured to protect guests privacy. 2009 TEMPORARY RELIEF OPTION: EAME/APD: Eliminate the standard to put info-only folio under door except where required for Express Check-OutNAD - When folio is placed under guestroom door, guests are provided instructions on how to complete check-out without going to front desk.Print Date: 16 Jan 2009 16:52:12 Page 25 of 108Copyright 2009 Starwood Hotels & Resorts Worldwide, Inc. All Rights Reserved.CONFIDENTIAL & PROPRIETARY - May not be reproduced, disclosed or distributed without the express written permission of Starwood Hotels & Resorts Worldwide, Inc.Please check for the most current version of brand standards and property compliance information. D.03.01.02 Front Office (FO) | Level 4Check-out time is no earlier than 12 noon (12:00h). Check-out time is no earlier than 12 noon (12:00h). D.03.02.01 Front Office (FO) | Level 3Time waiting in line for check-out will not exceed three minutes.Time waiting in line for check-out will not exceed three minutes. 2009 TEMPORARY RELIEF OPTION: EAME: Eliminate specific number of minutes from check-out standard. Waiting time for check-out is adapted to guest and market expectations with the understanding that if guest has to queue for longer than expected, special accommodation (acknowledgement, apology, etc.) is provided. D.03.02.02 Front Office (FO) | Level 3Associates provide a memorable and efficient departure experience to guests reflecting the Sheraton service culture using the following components:Associates provide a memorable and efficient departure experience to guests reflecting the Sheraton service culture using the following components:Offer luggage assistanceInquire if guest received folioUse guest nameIf a problem is indicated, follow the Solutions that Connect service recovery modelThank the guestPresent updated folio to guest, and re-swipe credit card if necessary, as per Divisional Credit Card Policy.Ask about settlement and any additional chargesPersonally inquire about the guests experience and offer a probing follow-up question if there is any indication that the guest was not completely satisfiedDeliver a warm greeting (including eye contact and genuine smile)Verify e-mail addressEnd with invitation to returnD.03.03.01 Front Office (FO) | Level 4Guests are notified when after-departure charges are added to their account after check-out by sending a revised voucher and copy of the charge to the guest within 24 hours.Guests are notified when after-departure charges are added to their account after check-out by sending a revised voucher and copy of the charge to the guest within 24 hours.D.04: CONCIERGE SERVICESPrint Date: 16 Jan 2009 16:52:12 Page 26 of 108Copyright 2009 Starwood Hotels & Resorts Worldwide, Inc. All Rights Reserved.CONFIDENTIAL & PROPRIETARY - May not be reproduced, disclosed or distributed without the express written permission of Starwood Hotels & Resorts Worldwide, Inc.Please check for the most current version of brand standards and property compliance information.D.04.01.01 Front Office (FO) | Level 4Concierge services are available and in a visible location in the lobby. Services are provided from 7AM - 11PM (07:00h-23:00h) daily, and may be provided by front desk, concierge, bell staff and/or Guest Service Center.Concierge services are available and in a visible location in the lobby. Services are provided from 7AM - 11PM (07:00h-23:00h) daily, and may be provided by front desk, concierge, bell staff and/or Guest Service Center.LAD - Properties have a dedicated concierge position from 7AM - 11PM daily.NAD - Primary hotels have a dedicated concierge position from 7AM - 9PM daily. (NAD-P)Resorts have a dedicated concierge position from 7AM - 9PM (07:00h-21:00h) daily. (RESORTS)NAD - Hours may be adjusted based on demand.D.04.01.02 Front Office (FO) | Level 4Property has Manager on Duty Program in place ensuring that there is a designated management representative on-site at all times. The individual assigned is at the discretion of property management.Property has Manager on Duty Program in place ensuring that there is a designated management representative on-site at all times. The individual assigned is at the discretion of property management.D.04.02.01 Front Office (FO) | Level 1If babysitting and/or childcare referrals are provided, then properties must comply with the Starwood Babysitting Policy & Procedure, which can be obtained from the Starwood Legal Department. Properties should contact the Starwood legal representative for their division for questions regarding local laws and regulations.If babysitting and/or childcare referrals are provided, then properties must comply with the Starwood Babysitting Policy & Procedure, which can be obtained from the Starwood Legal Department. Properties should contact the Starwood legal representative for their division for questions regarding local laws and regulations.D.04.02.02 Front Office (FO) | Level 4Currency Exchange services are available where appropriate according to Corporate Finance Policies.Currency Exchange services are available where appropriate according to Corporate Finance Policies.D.04.03.01 Front Office (FO) | Level 4Guests are notified of messages, mail and packages within 30 minutes of receipt through guestroom voice mail. Delivery to room is offered. Unclaimed messages are delivered to the guestroom by 9 p.m. (21:00h) in a logod hotel envelope.Guests are notified of messages, mail and packages within 30 minutes of receipt through guestroom voice mail. Delivery to room is offered. Unclaimed messages are delivered to the guestroom by 9 p.m. (21:00h) in a logod hotel envelope.D.05: WAKE-UP CALLSPrint Date: 16 Jan 2009 16:52:12 Page 27 of 108Copyright 2009 Starwood Hotels & Resorts Worldwide, Inc. All Rights Reserved.CONFIDENTIAL & PROPRIETARY - May not be reproduced, disclosed or distributed without the express written permission of Starwood Hotels & Resorts Worldwide, Inc.Please check for the most current version of brand standards and property compliance information.D.05.01.01 Front Office (FO) | Level 4Wake-up call requests and delivery are available 24 hours per day/ 7 days a week.Wake-up call requests and delivery are available 24 hours per day/ 7 days a week.D.05.01.02 Front Office (FO) | Level 3Wake up call requests are handled in a warm and friendly manner reflecting the Sheraton service culture using the Sheraton Tone of Voice and Language to include the following: 2009 TEMPORARY RELIEF OPTION: EAME/APD: Opportunities to automate this service are allowed as long as an automated confirmation of the scheduled wake-up call time and date are provided. Wake up call requests are handled in a warm and friendly manner reflecting the Sheraton service culture using the Sheraton Tone of Voice and Language to include the following: 2009 TEMPORARY RELIEF OPTION: EAME/APD: Opportunities to automate this service are allowed as long as an automated confirmation of the scheduled wake-up call time and date are provided. Thoughtful closing remarkWelcome greeting.Confirmation of the guest name, wake-up time, and room number. 2009 TEMPORARY RELIEF OPTION: EAME/APD: Opportunities to automate this service are allowed as long as an automated confirmation of the scheduled wake-up call time and date are provided. AP - Wake-up call requests must be personalized for Premium Suite, Towers and Club guests. Automated wake-up call requests are acceptable only for standard rooms. Premium Suite and Towers guests are offered a wake-up coffee, tea, juice or mineral water at the time they place their wake-up call request and delivered at the time specified by the guest. 2009 TEMPORARY RELIEF OPTION: EAME/APD: Opportunities to automate this service are allowed as long as an automated confirmation of the scheduled wake-up call time and date are provided. D.05.02.01 Front Office (FO) | Level 2Wake-up calls are delivered within 5 minutes of the time requested.Wake-up calls are delivered within 5 minutes of the time requested.Print Date: 16 Jan 2009 16:52:12 Page 28 of 108Copyright 2009 Starwood Hotels & Resorts Worldwide, Inc. All Rights Reserved.CONFIDENTIAL & PROPRIETARY - May not be reproduced, disclosed or distributed without the express written permission of Starwood Hotels & Resorts Worldwide, Inc.Please check for the most current version of brand standards and property compliance information.D.05.02.02 Front Office (FO) | Level 3Wake-up calls are delivered in a warm and friendly manner reflecting the Sheraton service culture using the Sheraton Tone of Voice and Language to include the following:Wake-up calls are delivered in a warm and friendly manner reflecting the Sheraton service culture using the Sheraton Tone of Voice and Language to include the following:Thoughtful greeting, purpose of call and pleasant closing. Use of the guests name (personal calls only).Time of day and the outside temperature or weather forecast (personal calls only).D.05.02.03 Front Office (FO) | Level 3SPG Platinum guests, Premium Suite guests, and VIP guests receive personal wake-up callsSPG Platinum guests, Premium Suite guests, and VIP guests receive personal wake-up callsLAD - All guest wake-up calls are personalized.D.05.02.04 Front Office (FO) | Level 3All unanswered wake-up calls will be repeated within 5 minutes. If call remains unanswered after another 5 minutes, it is investigated by an associate.All unanswered wake-up calls will be repeated within 5 minutes. If call remains unanswered after another 5 minutes, it is investigated by an associate.D.06: DOOR, VALET & PARKING SERVICESD.06.01.01 Front Office (FO) | Level 4Door service is provided for guests by a dedicated associate position for a minimum of 16 hours per day, seven days per week and is provided in a warm, welcoming and efficient manner that reflects the brand service culture.Door service is provided for guests by a dedicated associate position for a minimum of 16 hours per day, seven days per week and is provided in a warm, welcoming and efficient manner that reflects the brand service culture.NAD - In Primary properties, door service is a dedicated associate position for a minimum of 16 hours each day Monday through Friday.NAD - Service may be provided through the bell desk or another associate.D.06.02.01 Front Office (FO) | Level 3Valet service, when offered, is available 24 hours per day/ 7 days a week and is provided in a warm, welcoming and efficient manner that reflects the Sheraton service culture. Valet service, when offered, is available 24 hours per day/ 7 days a week and is provided in a warm, welcoming and efficient manner that reflects the Sheraton service culture. D.06.02.02 Front Office (FO) | Level 4Print Date: 16 Jan 2009 16:52:12 Page 29 of 108Copyright 2009 Starwood Hotels & Resorts Worldwide, Inc. All Rights Reserved.CONFIDENTIAL & PROPRIETARY - May not be reproduced, disclosed or distributed without the express written permission of Starwood Hotels & Resorts Worldwide, Inc.Please check for the most current version of brand standards and property compliance information.If there is a charge for parking, rates are posted and guests may apply charges to their room account.If there is a charge for parking, rates are posted and guests may apply charges to their room account.D.07: LAUNDRY AND DRY CLEANINGD.07.01.01 Housekeeping (HSKP) | Level 4Laundry/dry cleaning services are available at a minimum 5 days per week, same day service if in by 9AM (0900h) - return by 6PM (1800h). Laundry/dry cleaning services are available at a minimum 5 days per week, same day service if in by 9AM (0900h) - return by 6PM (1800h). AP - Laundry/dry cleaning hours of operation are 7 days per week.D.07.02.01 Housekeeping (HSKP) | Level 4Laundry and dry cleaning forms and bags follow Sheraton brand graphic standards.Laundry and dry cleaning forms and bags follow Sheraton brand graphic standards.D.08: LUGGAGE SERVICESD.08.01.01 Front Office (FO) | Level 4Luggage assistance is staffed 16 hours per day and available upon request 24 hours per day/ 7 days a week. Upon arrival and upon departure, luggage assistance is provided in a warm, welcoming and efficient manner that reflects the brand service culture. 2009 TEMPORARY RELIEF OPTION: NAD/LAD: Option to adjust staffing hours through 12/31/09 based on demand. Luggage assistance is staffed 16 hours per day and available upon request 24 hours per day/ 7 days a week. Upon arrival and upon departure, luggage assistance is provided in a warm, welcoming and efficient manner that reflects the brand service culture.NAD - Hours may be adjusted based on demand.D.08.02.01 Front Office (FO) | Level 3Luggage is delivered to guestroom within 10 minutes of check-in and picked up from guestroom within 10 minutes of the request. (Group luggage delivery and pickup may exceed 10 minutes but may not exceed 30 minutes.)Luggage is delivered to guestroom within 10 minutes of check-in and picked up from guestroom within 10 minutes of the request. (Group luggage delivery and pickup may exceed 10 minutes but may not exceed 30 minutes.) 2009 TEMPORARY RELIEF OPTION: NAD/LAD: Option to adjust staffing hours through 12/31/09 based on demand. D.08.03.01 Front Office (FO) | Level 4Luggage storage is available 24 hours per day/ 7 days a week in a storage area that is secured and off-limits to non-Print Date: 16 Jan 2009 16:52:12 Page 30 of 108Copyright 2009 Starwood Hotels & Resorts Worldwide, Inc. All Rights Reserved.CONFIDENTIAL & PROPRIETARY - May not be reproduced, disclosed or distributed without the express written permission of Starwood Hotels & Resorts Worldwide, Inc.Please check for the most current version of brand standards and property compliance information.authorized staff and guests.Luggage storage is available 24 hours per day/ 7 days a week in a storage area that is secured and off-limits to non-authorized staff and guests.D.08.04.01 Front Office (FO) | Level 4Claim checks include limits of liability and meet current Sheraton Graphic Standards.Claim checks include limits of liability and meet current Sheraton Graphic Standards.D.09: TRANSPORTATIOND.09.01.01 Front Office (FO) | Level 3Airport hotels provide complimentary airport transportation every 20 minutes or less, beginning no less than 90 minutes prior to the first departing flight of the day and ending one hour after the last arriving flight of the day. Outside of scheduled hours, shuttle service is provided on an on-call basis. 2009 TEMPORARY RELIEF OPTION: Option to adjust hours through 12/31/09 based on demand. NAD - Airport hotels may provide complimentary airport transportation every 30 minutes or less. Airport hotels provide complimentary airport transportation every 20 minutes or less, beginning no less than 90 minutes prior to the first departing flight of the day and ending one hour after the last arriving flight of the day. Outside of scheduled hours, shuttle service is provided on an on-call basis.NAD - Hours may be adjusted based on demand.D.09.02.01 Front Office (FO) | Level 3Shuttle service, if available, cannot be shared with any non-Starwood brands.Shuttle service, if available, cannot be shared with any non-Starwood brands.D.09.02.02 Front Office (FO) | Level 3If available, shuttle and other guest transport vehicles:Exterior of shuttle vehicles follows current Sheraton brand graphic standards.Vehicle drivers are required to wear seatbelts.D.09.02.03 Engineering (ENG) | Level 3If available, shuttle and other guest transport vehicles are in good condition.Condition: Vehicle ExteriorCondition: Vehicle InteriorD.09.02.04 Housekeeping (HSKP) | Level 4If available, shuttle and other guest transport vehicles are clean.Print Date: 16 Jan 2009 16:52:12 Page 31 of 108Copyright 2009 Starwood Hotels & Resorts Worldwide, Inc. All Rights Reserved.CONFIDENTIAL & PROPRIETARY - May not be reproduced, disclosed or distributed without the express written permission of Starwood Hotels & Resorts Worldwide, Inc.Please check for the most current version of brand standards and property compliance information.Cleanliness: Vehicle ExteriorCleanliness: Vehicle InteriorD.10: BUSINESS SERVICESD.10.01.01 Front Office (FO) | Level 2Business services are available 24 hours per day/ 7 days a week. At a minimum, property provides the following services and the equipment used is less than 3 years old:Business services are available 24 hours per day/ 7 days a week. At a minimum, property provides the following services and the equipment used is less than 3 years old:Photocopy servicesLaser printerPlain paper faxingUse of a personal computerD.10.01.02 Front Office (FO) | Level 4Additional business services include:Office supplies available including stapler, pens, tape, paper clips, paperLAD - Access to business services including simultaneous translation, secretarial and audio visual equipmentLAD - Laptop rental serviceElectrical chargers (i.e. blackberry, cell phone), wireless cards and/or HSIA cords are availableParcel, packaging, and wrapping.Software includes Microsoft Office Professional 2000 or newer (including Word, Excel, PowerPoint and Access).Setup disks or CD-ROM (allowing for printing from guests laptop)D.10.01.03 Front Office (FO) | Level 4Self-service centers, if present, provide the following:Signage is printed, not lettered by hand.Clear pricing guidelines are visible.Have informational and instructional signage to assist guests in operating equipment and getting assistance as needed.D.10.01.04 Front Office (FO) | Level 4Primary hotels have staffed business centers open a minimum of 10 hours per day on weekdays and 4 hours per day on Saturdays. Business centers have signage with posted hours, and information on how to get services after hours. (NAD-P)NAD - Primary hotels have staffed business centers open a minimum of 10 hours per day on weekdays and 4 hours per day on Saturdays. Business centers have signage with posted hours, and information on how to get services Print Date: 16 Jan 2009 16:52:12 Page 32 of 108Copyright 2009 Starwood Hotels & Resorts Worldwide, Inc. All Rights Reserved.CONFIDENTIAL & PROPRIETARY - May not be reproduced, disclosed or distributed without the express written permission of Starwood Hotels & Resorts Worldwide, Inc.Please check for the most current version of brand standards and property compliance information.after hours. (NAD-P)D.10.02.01 Front Office (FO) | Level 4Fax services include the following:Faxes are delivered to guests room, or another location at guests request, within 15 minutes of receipt.No charge for incoming faxes over the main hotel fax line.Guest faxes are treated as confidential, by placing them in full-sized sealed envelopes, without folding paper.D.10.02.02 Front Office (FO) | Level 4Property offers PrintMe service and clearly communicates the service to guests. Properties may charge for this service.Property offers PrintMe service and clearly communicates the service to guests. Properties may charge for this service.AP - Printeron services are also acceptable.D.11: SHOE SHINED.11.01.01 Housekeeping (HSKP) | Level 4Overnight shoeshine service is available and includes room pick-up. Information is printed in Guest Services Guide.Overnight shoeshine service is available and includes room pick-up. Information is printed in Guest Services Guide.EAME, LAD - Complimentary for all suites and Club Level Guestrooms.NAD - Applies to primary properties onlyNot required in ResortsE: PUBLIC AREASE.01: COMMON AREASE.01.01.01 All | Level 3Parking pavement, driveways, and landscaped areas are clean, in good condition (no uneven sidewalks), free of debris, and properly marked for changes in elevation.Parking pavement, driveways, and landscaped areas are clean, in good condition (no uneven sidewalks), free of debris, and properly marked for changes in elevation.E.01.01.02 All | Level 1Parking lots, sidewalks, and all other exterior public areas are well-lit.Parking lots, sidewalks, and all other exterior public areas are well-lit.E.01.01.03 All | Level 4Print Date: 16 Jan 2009 16:52:12 Page 33 of 108Copyright 2009 Starwood Hotels & Resorts Worldwide, Inc. All Rights Reserved.CONFIDENTIAL & PROPRIETARY - May not be reproduced, disclosed or distributed without the express written permission of Starwood Hotels & Resorts Worldwide, Inc.Please check for the most current version of brand standards and property compliance information.Parking lot striping and accessible spaces are clearly visible.Parking lot striping and accessible spaces are clearly visible.E.01.01.04 All | Level 4Parking area provides directional signage to hotel and disclaimer on liability limits per brand graphic standards.Parking area provides directional signage to hotel and disclaimer on liability limits per brand graphic standards.E.01.01.05 Front Office (FO) | Level 4Minimum of three flags are flown (State/Province, Country, Brand) per local and/or national protocol. They are clean and in good condition.Minimum of three flags are flown (State/Province, Country, Brand) per local and/or national protocol. They are clean and in good condition.E.01.01.06 All | Level 4Landscaping if free of weeds and debris, and is manicured and augmented with seasonal color and accents.Landscaping if free of weeds and debris, and is manicured and augmented with seasonal color and accents.E.01.02.01 Front Office (FO) | Level 4All glass doors have brand decal affixed to the pane at 5ft or 1.5 mtrs (60 above finished floor) subject to height of door 2 decals may be appropriate (design follows Brand Graphic Standards). Property-specific logos are not used unless approved by brand and divisional operations.All glass doors have brand decal affixed to the pane at 5ft or 1.5 mtrs (60 above finished floor) subject to height of door 2 decals may be appropriate (design follows Brand Graphic Standards). Property-specific logos are not used unless approved by brand and divisional operations.E.01.02.02 All | Level 3All public areas are smoke-free and appropriate signage, as per brand graphic standards, is in place indicating policy. Ash urns are not placed directly outside property entrances. They are located sufficiently far enough away from entrance to minimize occurrence of smoking in the area by the entrance. Smoking is permitted inside casinos, including F&B outlets and other amenities located directly within the casino area.NAD - All public areas are smoke-free and appropriate signage, as per brand graphic standards, is in place indicating policy. Ash urns are not placed directly outside property entrances. They are located sufficiently far enough away from entrance to minimize occurrence of smoking in the area by the entrance. Smoking is permitted inside casinos, including F&B outlets and other amenities located directly within the casino area.E.01.02.03 All | Level 1House telephones are available and are:Print Date: 16 Jan 2009 16:52:12 Page 34 of 108Copyright 2009 Starwood Hotels & Resorts Worldwide, Inc. All Rights Reserved.CONFIDENTIAL & PROPRIETARY - May not be reproduced, disclosed or distributed without the express written permission of Starwood Hotels & Resorts Worldwide, Inc.Please check for the most current version of brand standards and property compliance information.Programmed for direct ring-down to the Guest Service Center and not capable of direct dialing to guestrooms.Located at each elevator landing on guestroom floors.Located in designated lobby areas.E.01.02.04 All | Level 4Note pads and pens are provided at each public phone station per brand graphic standards except where telephone is wall-mounted.Note pads and pens are provided at each public phone station per brand graphic standards except where telephone is wall-mounted.E.01.02.05 All | Level 4Complimentary international (English) and reputable local newspapers are available in public area seven days per week. If international newspaper in English is not available, then a reputable local newspaper in English is an acceptable alternative.Complimentary international (English) and reputable local newspapers are available in public area seven days per week. If international newspaper in English is not available, then a reputable local newspaper in English is an acceptable alternative.E.01.03.01 All | Level 4Throughout all areas of the property (excluding heart-of-the-house areas), botanicals are alive and healthy (no imitations are permitted). 2009 TEMPORARY RELIEF OPTION: Reduce quantity of botanicals (NAD/LAD up to 50%) through 12/31/09, provided they maintain the standards of overall program. Throughout all areas of the property (excluding heart-of-the-house areas), botanicals are alive and healthy (no imitations are permitted). 2009 TEMPORARY RELIEF OPTION: Reduce quantity of botanicals (NAD/LAD up to 50%) through 12/31/09, provided they maintain the standards of overall program. E.01.03.02 All | Level 4In The Park (lobby), botanicals meet the following requirements as per the Sheraton Global Park (Lobby) Botanical Guidelines. 2009 TEMPORARY RELIEF OPTION: Reduce quantity of botanicals (NAD/LAD up to 50%) through 12/31/09, provided they maintain the standards of overall Print Date: 16 Jan 2009 16:52:12 Page 35 of 108Copyright 2009 Starwood Hotels & Resorts Worldwide, Inc. All Rights Reserved.CONFIDENTIAL & PROPRIETARY - May not be reproduced, disclosed or distributed without the express written permission of Starwood Hotels & Resorts Worldwide, Inc.Please check for the most current version of brand standards and property compliance gram. Bulbs must be arranged or grouped with 1-2 other bulbs.Plants should feel natural and organic and not too refined or manicured. Trees should be free-standing or in pairs. Shrubs should be either large shrubs, or small shrubs in sets of three or more.All branches throughout the entire Park must be the same type.At a given time, all flowers/bulbs in The Park must be the same color.All flower and branch displays must include 2-3 containers. Within a given container, flowers and branches should not be mixed. Flower containers may be grouped with branch containers.All flowers within a given container must be the same type.Each botanical arrangement should look natural. Arrangements should not look manicured or overly refined.E.01.04.01 All | Level 4Where appropriate, a coat check facility is provided for use by patrons. Hangers are of high quality wood or acrylic. Coat check receipts, as per brand graphic standards, are given in exchange for checked items.Where appropriate, a coat check facility is provided for use by patrons. Hangers a