1 DoubleTree by Hilton – 2015 Brand Award Criteria

Brand Awards Criteria2015

2 DoubleTree by Hilton – 2015 Brand Award Criteria

At DoubleTree by Hilton, we believe that excellence starts with the little things that mean everything. Within our hotels, excellence begins with the human touches and acts of kindness that make our travelers feel human again. We have an ongoing tradition of recognizing hotels that CARE, by creating a rewarding experience for others; and demonstrate Quality and Excellence within our brand. In 2015, we are proud to continue our history of recognizing outstanding contributions by honoring hotels and individuals on their exceptional commitments to our guests, our fellow team members and the communities in which they serve.

I hope you’ll use this 2015 Awards of Excellence brochure to assist you on setting your sights toward excellence in 2015 and to help you understand the criteria for each DoubleTree by Hilton Brand Award. We wish each DoubleTree by Hilton throughout the globe the best in 2015 in your efforts to achieve one of our prestigious DoubleTree by Hilton Awards of Excellence.

20 awards are included in our Awards of Excellence categories and will be presented to hotels chosen from our collection of more than 400 hotel properties around the world for their accomplishments throughout the 2015 operating year. Ours is a legacy of CARE, built over the years by each and every team member focusing on the simple touches and acts of kindness that truly differentiate our hotels from all others. We are proud of each contribution that creates our distinctive difference in today’s marketplace.

I encourage each one of you to inspire your teams in 2015 by striving for excellence in all you do; and my thanks go out to all of you across the globe for your dedication and continued service.

John GreenleafGlobal Head – DoubleTree by Hilton Hotels

a tradition of excellenceH O N O R I N G

Annual Awards2015

4 DoubleTree by Hilton – 2015 Brand Award Criteria

Annual CARE Cup (Gold)PERFORMANCE

Presented to the hotel property that achieves the highest aggregate average score during a quarter, specific to each hotel’s DoubleTree by Hilton CARE packet submittal and Brand Promise Report.

One Annual CARE Cup will be presented to:

• One Hotel with 224 rooms or less and• One Hotel with 225 rooms or more (US, Canada, South America, Latin America)

AND

• One Hotel with 224 rooms or less and• One Hotel with 225 rooms or more (Europe, Middle East, Africa, Asia Pacific, Australasia)

A N N U A L A W A R D S

Connie AwardsPERFORMANCE

Presented to the #1 overall hotel property; based on combined highest ranking for Quality Assurance Overall Score (34%), Overall Experience (33%) and DoubleTree by Hilton Brand Promise Report (33%). Eligible hotels must have been in the DoubleTree by Hilton system for all of 2015 and have an average of 40 SALT surveys per month.

Pride AwardsPERFORMANCE

Presented to the top hotel properties based on highest ranking for Quality Assurance (34%), Overall Experience (33%) and DoubleTree by Hilton Brand Promise Report (33%). Eligible hotels must have been in the DoubleTree by Hilton system for all of 2015 and have an average of 40 SALT surveys per month.

Hotel Performance Awards

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Outstanding Achievement AwardsPERFORMANCE

MOST IMPROVED QUALITYPresented to hotel properties with the highest percentage gain in three components: 34% Quality Assurance Overall Score, 33% Guest Experience 33% DoubleTree by Hilton Brand Promise Report. Eligible hotels must have been in the DoubleTree by Hilton system for all of 2014 and 2015.

HOSPITALITY AWARD OF EXCELLENCEPresented to hotel properties with the highest aggregate SALT score specific to the Hospitality measures (equally weighted) : Overall Service, Helpfulness of Hotel Staff and Helpfulness of Restaurant Staff at Breakfast, Lunch/Dinner. Eligible hotels must have been in the DoubleTree by Hilton system for all of 2015.

HOUSEKEEPING AWARD OF EXCELLENCEPresented to hotel properties with the highest SALT scores (equally weighted): Cleanliness of Guest Room/Suite, Room/Suite Smelled Fresh/Clean, and Cleanliness of Bathroom. Eligible hotels must have been in the DoubleTree by Hilton system for all of 2015.

FOOD & BEVERAGE AWARD OF EXCELLENCE Presented to hotel properties with the highest SALT scores for (equally weighted): Overall Breakfast Experience, Overall Restaurant Lunch/Dinner Experience, and Quality of In-room Dining/Room Service Food and Beverage. Eligible hotels must have been in the DoubleTree by Hilton system for all of 2015.

MAKE IT RIGHT AwardsPERFORMANCE

MAKE IT RIGHT – HIGHEST SALTPresented to the hotel properties with the highest SALT scores for Problem Resolution (33%), Problem Free (33%), and Overall Experience (34%)

MAKE IT RIGHT MOST IMPROVEDPresented to the hotel properties with the highest percentage growth in SALT scores in Problem Resolution (33%), Problem Free (33%), and Overall Experience (34%)

A N N U A L A W A R D S

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A N N U A L A W A R D S

Culture AwardsCrystal Cookie AwardsNOMINATION

TEACHING KIDS TO CARE AWARDPresented to hotel properties that best exhibit our CARE Culture through engagement in Teaching Kids to CARE with Team Member engagement and youth-focused community activities with a sustainability focus.

COMMUNITY CARE AWARDPresented to hotel properties that best exhibit our CARE Culture in the local community.

DT CARE Community Website AwardPERFORMANCE

Presented to the hotel properties that best demonstrate outstanding website utilization, have the highest percentage of active Team Members, and engagement throughout the website.

Living Sustainably Award NOMINATION

Presented to the hotel property that best displays extraordinary commitment to operational effectiveness through sustainable practices such as; use of all LightStay tools and compliant with Brand Standards, active participation in the Living Sustainably Campaigns.

Leader of the Year Award NOMINATION

Presented to the General Manager, Hotel Manager or Resident Manager that best represents the DoubleTree by Hilton Brand Promise in their hotel, with their management company and in the community. Candidates will be nominated by the hotel Executive Committee / Management Company representative, Regional Director of Brand Performance or other Hilton Worldwide Team Member.

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A N N U A L A W A R D S

Sales & Marketing Awards

The Property Promotion Award NOMINATION

Presented to the property with the best property-level promotions and packages, or the most successful implementation of systemwide offers. This will be evaluated based on the revenue generated by the package, as well as the property use of marketing channels, such as DOT 2.0 promotions submission form and other brand.com opportunities.

The Social Media Leadership Award NOMINATION

Presented to the property that is most engaged with their guests via social media and takes most advantage of Revinate and Expion. Selection criteria will include:

• Revinate/Review response rates – recognizes the property (or properties) who are making the greatest effort to reach out to guests, understand their needs and resolve issues

• Feedback received from guests after property response is posted• Engaged social media communities, whether on Facebook, Twitter, Weibo, or any

related networks for the hotel• Submitted Social Media Best Practice in every Quarterly CARE Packet• Usage of Expion and Social Media Champion nominations • Measurement period: Jan 1 – Dec. 31, 2015

Most Improved Market SharePERFORMANCE

Presented to hotels with the largest percent increase in RevPAR Index variance year-over-year. Eligible hotels must have been in the DoubleTree by Hilton system for all of 2014 and 2015.

8 DoubleTree by Hilton – 2015 Brand Award Criteria

Sales Team of the Year NOMINATION

Presented to the Sales Team with the best year-over-year booking pace and actualized group room nights. Candidates will be nominated by the General Managers/Management company representatives, Hilton Worldwide Sales, Regional Directors of Brand Performance and Regional Directors of Revenue Management.

Best Launch Marketing Campaign Award NOMINATION

This award honors teams that engineer the successful launch of a new hotel, hotel conversion, major renovation or new hotel facility (i.e. restaurant). Along with a description of the marketing campaign and activities, hotels should include budget and revenue generated from the campaign.

Director of Sales / Director of Business Development of the YearNOMINATION

Presented to the Director of Sales/Director of Business Development that best represents the best represents the DoubleTree by Hilton Brand Promise. Candidates will be nominated by the hotel General Manager / Management Company representative, Hilton Worldwide Sales, Regional Directors of Brand Performance Support, and Regional Directors of Revenue Management.

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N E WHERE’S AN OPPORTUNITY TO RECOGNIZE A HILTON WORLDWIDE GLOBAL SALES PARTER THAT HAS ASSISTED YOU THROUGHOUT THE YEAR.

Hilton Worldwide Sales Partner of the Year NOMINATION

Presented to the Hilton Worldwide Global Sales Team Member that provides the best service and revenue to the DoubleTree by Hilton Brand. Award recipient will be selected by a combination of annual sales production into the DoubleTree by Hilton Brand as well as nomination by hotel General Manager/ Management Company representative, Regional Directors of Brand Performance, Directors of Sales/Business Development, and Directors of Revenue Management. An award will be given in both the Group and Business Travel Sales categories.

Quarterly Awards2015

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Quarterly CARE CupPERFORMANCE

The CARE cup celebrates the actions that drive improved performance, increase levels of Guest loyalty, Team Member satisfaction/retention and community involvement. DoubleTree by Hilton recognizes our hotel CARE Committees for their passion and commitment to live our values, deliver our promise and Create A Rewarding Experience each and every day with Guests, fellow Team Members, and community by presenting the CARE Cup.

QUARTERLY CARE CUP (SILVER)Presented to the hotel property that achieves the highest aggregate average score during a quarter, specific to each hotel’s DoubleTree by Hilton CARE packet submittal and Brand Promise Report.

One Quarterly CARE Cup will be presented to:

• One Hotel with 224 rooms or less and• One Hotel with 225 rooms or more (US, Canada, South America, Latin America)

AND

• One Hotel with 224 rooms or less and• One Hotel with 225 rooms or more (Europe, Middle East, Africa, Asia Pacific, Australasia)

Q U A R T E R LY A W A R D S

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