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BRAND STANDARDS MANUAL 2019 V2

 Introduction br and experienc
key es

ce s food &
pa be
s v
This manual contains the 2019 Brand Standards for Park Inn by Radisson hotels located in two
al

er
co

i
soc
theatres: Europe, Middle-East and Africa (EMEA) and Asia Pacific (APAC). Some standards vary by

ag
e
area; the following acronyms apply: North America (AMER), Asia Pacific (APAC), Europe (EU), Latin
America (LATAM), and Middle-East and Africa (MEA).

e
nn
tiv
The following icons refer to deviations in brand standards for Serviced Apartments where the guest
stays 14 nights or more. These deviations do not apply to Serviced Apartments where the guest stays

ecte
posi
less than 14 nights.

Not applicable for Serviced Apartments where the guest stays 14 nights or more.
feel
good

rooms
d
Applicable to Serviced Apartments where guest stays 14 nights or more.

wellne
All references to water, water glasses, water carafes and water bottles must comply with the RHG
water hierarchy, which can be found for reference in the annex.

co
These brand standards enable Park Inn by Radisson to deliver on its value proposition, in line with

ntem orary

est
the 5-year strategic plan for the Radisson Hotel Group.

ss
p
The brand standards are structured in a way that follows the guest journey. The images used in this

gu
manual are for illustrative purposes. References to where the items can be sourced or purchased
(BAT, SHOP, etc.) have been removed due to differences in specifications per theatre/area.

me
etings & events
How should this Brand Standards manual be used?
• Compliance dates vary by contract type and theatre. For this reason, the Brand Standard man-
ual should be used in conjunction with the Park Inn by Radisson Brand Standards Implementa-
tion Plans, which contain the expected compliance dates for new brand standards.
• Hotels are expected to comply with all brand standards and should use this manual as a refer-
ence on which products and services must be offered to the guest to deliver the Park Inn by Ra-

key
brand periences
disson value proposition. General Managers are encouraged to share this document with their
Heads of Departments, who should cascade down the information to members of their team.
• Regional teams should use this manual to ensure each hotel in their region complies with brand

ex
standards.
 SERVICE STANDARDS

Contents

1. Hotel exterior 5. Hotel services

1.1 Building exterior & grounds signage 5.1 Laundry services

1.2 Parking
1.3 Smoking area
6. F&B standards

2. Front office 6.1 Breakfast

6.2 Call & Collect
2.1 Front desk set-up 6.3 Grab & Go - Kiosk
2.2 Front desk back office set-up
2.3 Telephone standards
2.4 Check-in 7. Meetings & events
2.5 Front desk services offered
2.6 Check-out 7.1 Equipment standards
2.7 Optional programs – Rad Family 7.2 Meeting room equipment
Welcome Program 7.3 Meeting room set-up
7.4 Credenza set-up

3. Guest room
8. Service standards
3.1 Room
3.2 Bathroom 8.1 Service golden rules
3.3 Serviced Apartments (not applicaple to Hotels & Resorts)
3.4 Cleanliness and condition standards
Annex

4. Common areas Water hierarchy – in-room and public

areas
4.1 Casual work space Water hierarchy – Meetings & Events
4.2 Fitness
4.3 Public restrooms

Park Inn by Radisson Brand Standards Manual 2019 v2 Page · 3

 1. HOTEL EXTERIOR

1.1 Building exterior & grounds signage

1.2 Parking
1.3 Smoking area

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 HOTEL EXTERIOR FRONT OFFICE GUEST ROOM COMMON AREAS HOTEL SERVICES F&B STANDARDS Meetings & Events SERVICE STANDARDS

1.1 Building exterior and grounds signage

CONTENT SPECIFICATIONS

Branded hotel main entrance mat Mandatory. Branded entrance mats must be
placed at the main guest entrance and at
conference centre entrances only. Item to be
locally sourced

Window decals Decals must be branded. Window decal/

distraction pattern, at 5 feet/1.5 meters from the
floor, on all interior glass doors and/or any full
length glass panel(s)

Flags Optional

Exterior signage The hotel must use the approved RHG vendor
for exterior signage and follow the Park Inn by
Radisson Signage Guidelines

Standard requirements

Cleanliness standards: all areas of the building exterior and grounds signage must be clean, including
the following areas:
• Building facade/windows/roof
• Walkways/garage/parking area/lighting/curbing/landscaped areas/fencing
• Signage/flags/exterior FF&E/hotel vehicle
• Entrance area - doors/floor/walls/ceilings/porte cochere area

Condition standards: all areas of the building exterior and grounds signage must be in excellent
condition, including the following areas:
• Building facade/windows/roof
• Walkways/garage/parking area/lighting/curbing/landscaped areas/fencing
• Signage/flags/exterior FF&E/hotel vehicle
• Entrance area - doors/floor/walls/ceilings/porte cochere area

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 HOTEL EXTERIOR FRONT OFFICE GUEST ROOM COMMON AREAS HOTEL SERVICES F&B STANDARDS Meetings & Events SERVICE STANDARDS

1.2 Parking

CONTENT SPECIFICATIONS

In-house parking AMER, LATAM: Mandatory

APAC, EMEA: Optional

Valet parking Optional

Lighting All parking areas are well lit

Parking fee If the hotel charges for parking, the daily rate must
be clearly indicated

Electric charging points for electric cars Optional

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 HOTEL EXTERIOR FRONT OFFICE GUEST ROOM COMMON AREAS HOTEL SERVICES F&B STANDARDS Meetings & Events SERVICE STANDARDS

1.3 smoking area

CONTENT SPECIFICATIONS

Designated smoking sign If present, smoking area must be clearly indicated

Standard requirements

• If allowed by local legislation, hotel must provide a designated exterior guest smoking area with
designated smoking sign
• If allowed by local legislation, the hotel may provide a designated exterior team member smoking
area that is not visible to or co-mingled with guests

Cleanliness standard: Smoking area must be clean

Guest Smoking area Team member Smoking area

Park Inn by Radisson Brand Standards Manual 2019 v2 Page · 7

 2. Front Office

2.1 Front desk set-up

2.2 Front desk back office set-up
2.3 Telephone standards
2.4 Check-in
2.5 Front desk services offered
2.6 Check-out
2.7 Optional programs – Rad Family Welcome Program

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 HOTEL EXTERIOR FRONT OFFICE GUEST ROOM COMMON AREAS HOTEL SERVICES F&B STANDARDS Meetings & Events SERVICE STANDARDS

2.1 Front desk set-up

CONTENT SPECIFICATIONS

Flyer display 1 Park Inn by Radisson brochure stand

2 Sets of flyers:
Flyers • Radisson Rewards flyer
• Park Inn by Radisson reception flyer (not pictured)

Plant (natural, no plastic) Optional

Digital Totem Optional

Standard requirements

Cleanliness standards: all areas of the front office must be clean, including the following areas:
• Case good FF&E/FF&E furnishings/front desk/bell desk/carts
• Flooring
• Walls/doors/baseboards/window/window treatments/ceiling/lighting/vents

Condition standards: all areas of the front office must be in excellent condition, including the following
areas:
• Case good FF&E/FF&E furnishings/front desk/bell desk/carts
• Flooring
• Walls/doors/baseboards/window/window treatments/ceiling/lighting/vents

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 HOTEL EXTERIOR FRONT OFFICE GUEST ROOM COMMON AREAS HOTEL SERVICES F&B STANDARDS Meetings & Events SERVICE STANDARDS

2.2 Front desk back office set-up

CONTENT SPECIFICATIONS

Automatic External Defibrillator Must be available for front desk team members
(AED machine) with children pads except where prohibited by local legislation

First aid kit Must be available for front desk team members

Front desk service 24/7

FIRST AID KIT

AED

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 HOTEL EXTERIOR FRONT OFFICE GUEST ROOM COMMON AREAS HOTEL SERVICES F&B STANDARDS Meetings & Events SERVICE STANDARDS

2.3 Telephone Standards

CONTENT SPECIFICATIONS

On-hold Should have music in the background and be

re-answered within 30 seconds

Messaging service Must be available in all guest rooms either via

TV or telephone

Emergency hotline extension Mandatory. The hotline is answered immediately

after the first ring. The team members identify the
extension and ask for the location of the caller

List of emergency numbers for fire, police, Must be available at the front desk switchboard
hospital, ambulance and doctors

Wake-up calls Live or automated available 24/7

Standard requirements

Telephone standards:
• Calls are answered courteously using a greeting that includes team members name and the name
of the Park Inn by Radisson property

Wake-up call standards: 

• When taking a request for a wake-up call, the team members verify the guest’s name, room
number and the wake-up time requested. The team members repeats the time requested and
room number and wish the guest a good night
• Wake-up calls are delivered on time. If the guest does not answer the call, it should be placed
again 10 minutes later. If still no answer, a team member should be sent to the room to check on
the guest

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 HOTEL EXTERIOR FRONT OFFICE GUEST ROOM COMMON AREAS HOTEL SERVICES F&B STANDARDS Meetings & Events SERVICE STANDARDS

2.4 check-in

content SPECIFICATIONS

Check-in time Check-in time is published as no later than 15:00.

Guests are accommodated earlier when
possible

Standard requirements

Check-in follows branded service scripts

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 HOTEL EXTERIOR FRONT OFFICE GUEST ROOM COMMON AREAS HOTEL SERVICES F&B STANDARDS Meetings & Events SERVICE STANDARDS

2.5 Front Desk Services offered

Standard requirements

Team members must be knowledgeable of all hotel services

The following elements must be available for guests, free of charge:

• Luggage storage
• Local directory for places of worship
• Local road map
• Running routes map
• List of local attractions
• Top ten recommended list
• Ethernet cables
• Branded chargers/adapters (from RHG charging program. Minimum 1 charger/adapter for every
10 rooms). These should be provided to guest against a deposit
• Complimentary care items: Park Inn by Radisson branded bathroom amenities (shampoo,
conditioner, body wash (shower gel), body lotion, hand cream, soap, shaving kit, shower cap,
sewing kit, vanity kit, comb, dental kit, shoe shine) locally sourced, unbranded items (mouthwash,
dental floss and female hygiene products)

The following elements must be available for guests, for a fee:

• Branded chargers/adapters (from RHG charging program)
• Coffee (serviced apartments only)

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 HOTEL EXTERIOR FRONT OFFICE GUEST ROOM COMMON AREAS HOTEL SERVICES F&B STANDARDS Meetings & Events SERVICE STANDARDS

2.6 check-out

CONTENT SPECIFICATIONS

Check-out time Check-out time is published as no earlier than

12:00

Standard requirements

Check-out follows branded service scripts

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 HOTEL EXTERIOR FRONT OFFICE GUEST ROOM COMMON AREAS HOTEL SERVICES F&B STANDARDS Meetings & Events SERVICE STANDARDS

2.7 Optional Programs – Rad family Welcome Program

CONTENT SPECIFICATIONS

Welcome bag Upon check-in, families will always be greeted

with a Rad Family welcome bag which includes
the following Rad Family branded elements:
passport, booklet, crayons, drink voucher, loyalty
card and a branded amenity bag filled with the
following Rad Family branded items: body wash,
shampoo, body lotion, sponge and comb

Items placed in room prior to guest arrival Optional. Branded bathrobes, ponchos and flip-
flops/slippers

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 3. Guest Room

3.1 Room
3.2 Bathroom
3.3 Serviced Apartments (not applicaple to Hotels & Resorts)
3.4 Cleanliness & condition standards

Park Inn by Radisson Brand Standards Manual 2019 v2 Page · 16

 3. Guest Room

3.1 Room
• King size bed
• Queen size bed
• Twin size bed
• Baby cot
• Bedding: what not to do
• Nightstand
• Desk
• TV
• Wardrobe
• Mini refrigerator or minibar
• Complimentary water
• Coffee and tea station
• Other elements

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 HOTEL EXTERIOR FRONT OFFICE GUEST ROOM COMMON AREAS HOTEL SERVICES F&B STANDARDS Meetings & Events SERVICE STANDARDS

3.1 King size bed

CONTENT SPECIFICATIONS

Mattress 1 Brilliant Basics King size mattress

Bed base 1 brilliant Basics King size bed base or

2 Brilliant basics size bed bases

Duvet 1 Brilliant Basics King size duvet, folded back 25 cm,

tucked in at bottom of bed and sides left loose

Firm pillow 2 Brilliant Basics firm pillows, presented flat

Mattress protector 1 King size mattress protector

Pillow protector 1 Per pillow

Duvet cover or top sheet 1 Brilliant Basics King size duvet cover or top sheet

Bottom sheet 1 Brilliant Basics King size bottom sheet

Pillow case 1 Brilliant Basics cover per pillow

Linen change policy After 3 nights, or upon guest request and after each
departure

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