©2009 Starwood Hotels & Resorts Worldwide, Inc. All Rights Reserved. CONFIDENTIAL & PROPRIETARY May not be reproduced or distributed without written permission of Starwood Hotels & Resorts Worldwide, Inc. Welcome Overview of Front Office Operations Online Travel Agent (OTA) reservation Upsell Program Personalized Concierge Services

©2009 Starwood Hotels & Resorts Worldwide, Inc. All Rights Reserved. CONFIDENTIAL & PROPRIETARY May not be reproduced or distributed without written permission of Starwood Hotels & Resorts Worldwide, Inc. Modules Morning Session Overview/introduction Front Office Department Function of each individual sub department OTA (Online Travel Agent) function Upsell Program Lunch Break Afternoon Session Personalized Concierge Service Real time scenario sharing Conclusion & recap

©2009 Starwood Hotels & Resorts Worldwide, Inc. All Rights Reserved. CONFIDENTIAL & PROPRIETARY May not be reproduced or distributed without written permission of Starwood Hotels & Resorts Worldwide, Inc. Overview – Front Office Operation Front Office consists 3 main sub department; 1.Front Desk 2.Guest Service Center (telephone Operator) & Business Center 3.Concierge & Transportation 4.Recreation (optional) 5.Spa (optional)

©2009 Starwood Hotels & Resorts Worldwide, Inc. All Rights Reserved. CONFIDENTIAL & PROPRIETARY May not be reproduced or distributed without written permission of Starwood Hotels & Resorts Worldwide, Inc. Front Desk Front Desk portrait the entire hotel image as every single guest that enter the hotel will be greeted by Front Desk associates The entire experience always started off from the point where guest exiting vehicle. -Survey shows that a poor Door Greeter will affect the entire guest’s experience throughout the stay In Starwood Hotels & Resort worldwide; it emphasize on STAR Service Standards S – Smile & Greet T – Talk & Listen A – Answer & Anticipate R - Resolve

©2009 Starwood Hotels & Resorts Worldwide, Inc. All Rights Reserved. CONFIDENTIAL & PROPRIETARY May not be reproduced or distributed without written permission of Starwood Hotels & Resorts Worldwide, Inc. Overview – STAR Service Smile & Greet -Realize the impact smiling & eye contact has on guests and fellow associates -Clarify when to greet guests and fellow associates -10 & 5 rules Talk & Listen -3 ways of communication (what we say 7%, how we say it 38%, body language 55%) -Method to listen affectively (leaning towards the speaker, nodding head, eye contact) Answer & Anticipate -Answer guests and fellow associate quickly and to their satisfaction, anticipate needs by observing behavior and learning ‘read’ the guest -Listen, Clarify & Suggest -Anticipate observe hint (verbal, vocal, visual, emotion) Resolve WOW system (what’s the problem, own the problem, wow the guest) Apologizing rules 92% guest will return if problem resolve, 46% if we don’t

©2009 Starwood Hotels & Resorts Worldwide, Inc. All Rights Reserved. CONFIDENTIAL & PROPRIETARY May not be reproduced or distributed without written permission of Starwood Hotels & Resorts Worldwide, Inc. Overview OTA OTA known as Online Travel Agent -Acted and represent hotel to sell rooms, packages or F&B promotion online -Normally OTA will are commissionable & usual booker will see rates slightly lower than hotel selling rates -All OTA are contract based OTA function and availability -OTA implemented due to the increase usage of internet services -From officially OTA website, smart phones, Apple Apps, Androids etc -Generation Y (mostly are user now) prefer this kind of method -It display more information, real life photos by other users, comments from other that used the services before (rating & ranking)

©2009 Starwood Hotels & Resorts Worldwide, Inc. All Rights Reserved. CONFIDENTIAL & PROPRIETARY May not be reproduced or distributed without written permission of Starwood Hotels & Resorts Worldwide, Inc. How it works User book online thru an OTA OTA holding contracted room availability OTA hold rooms and send confirmation to user OTA send booking information to hotel Hotel process booking based on OTA information given Payment are varies, not most OTA collect payment upon booking. User still able to pay hotel directly upon arrival

©2009 Starwood Hotels & Resorts Worldwide, Inc. All Rights Reserved. CONFIDENTIAL & PROPRIETARY May not be reproduced or distributed without written permission of Starwood Hotels & Resorts Worldwide, Inc. Upsell Program - Skills 3R’s Concept upon Upsell Program -Retention -Related Sales -Referrals Find the right customer -Know the market -Understand the customer needs Know the products -Confident with quality of the product -Everyone was a potential lifetime value -Long term profitability Service Profit Chain -Happy customer tend to buy more -Refer to other customer to the company more frequently

©2009 Starwood Hotels & Resorts Worldwide, Inc. All Rights Reserved. CONFIDENTIAL & PROPRIETARY May not be reproduced or distributed without written permission of Starwood Hotels & Resorts Worldwide, Inc. Personalized Concierge Concierge play an important role upon recommending to guest -It bring huge impact to the entire market be it travel, food & beverage or places of interest -In short, word of mouth promotion are way greater than a colorful promotion brochures. New Concierge era does not only providing basic recommendation anymore, it more to tailor-made services that suits every single request by guest. -Ability to remember every single request with Concierge logs, preferences being written down for future usage -Tailored VIP services -Broad tourist information provider & point of contact for transportation requirement

©2009 Starwood Hotels & Resorts Worldwide, Inc. All Rights Reserved. CONFIDENTIAL & PROPRIETARY May not be reproduced or distributed without written permission of Starwood Hotels & Resorts Worldwide, Inc. Best Practice / Classroom Sharing Divide into smaller group for discussion -Experience sharing -Scenario practice -Recap modules -Q&A

©2009 Starwood Hotels & Resorts Worldwide, Inc. All Rights Reserved. CONFIDENTIAL & PROPRIETARY May not be reproduced or distributed without written permission of Starwood Hotels & Resorts Worldwide, Inc. 谢谢 شكرا لكم Danke SchönTerima Kasih Xin Caûm Ôn Grazie MerciThank You 谢谢 Thank You 谢谢 Obrigado Grazie Xin Caûm Ôn 谢谢 ขอบคุณ 감사합니다 Grazie Danke Schön ObrigadoGracias 감사합니다 ขอบคุณ Danke Schön Benvenue Obrigado Gracias Thank You ありがとうございました