SJPM BSATEMPLATE, June 2017

Do you want to assess the SERVICE & ATTITUDE section?

SERV.001 - All Connectors at Pullman - whether contracted or employed by the hotel - are always well groomed and impeccably dressed at all times (uniforms are clean, pressed and well fitted). Connectors demonstrate attention to detail and portray the brand's values.

SERV.002 - For all departments except Food & Beverage:<br>* All Connectors wear their Pullman uniform following Pullman Uniform & Grooming Guidelines<br>* All Connectors wear a name tag or a Pullman pin in excellent condition.<br>Uniform and accessories meet specifications.<br><br>Contracted employees (e.g. Limousine transport) wear proper business attire.

SERV.003 - Connectors are fully knowledgeable on all services offered at the hotel (e.g.: breakfast timing, spa service, activities, etc.)<br>

SERV.004 - Connectors always spontaneously and proactively greet Guests with a positive body language, welcoming eye contact and a warm smile.

SERV.005 - At every touch point of the Guest's journey, Connectors always welcome/acknowledge Guests within 30 seconds with a positive body language, welcoming eye contact and a warm smile.

SERV.006 - If the Connector is already assisting other Guests and cannot immediately assist a Guest, she/he acknowledges the Guest, using a welcoming eye contact and a warm smile to communicate service will be forthcoming.

SERV.007 - Connectors always greet Guests with a local greeting, followed by friendly welcoming words in English, and/or in local language as appropriate.

SERV.008 - Repeat Guests are "welcomed back" by name, whenever possible.<br>According to availability, repeat guests are asked if they would like to stay in their preferred room, seat at their preferred table, etc.

SERV.009 - Connector use Guest name at least once during every interaction/service/call, throughout the Guest's journey (e.g. check-in, room escort, meal, pool, etc.)

SERV.010 - Connector always provides a personalized closing to all interactions/service/call using Guest name - when known - and inquiring whether there is anything else the Employee may do for the Guest.

SERV.011 - The service is anticipatory/intuitive: Employees always adapt to Guest's behaviour (e.g. Guest looks impatient, guest looks relaxed, etc.).

SERV.012 -Throughout the interaction/service/call, Connectors are friendly but not intrusive. <br>Connectors are engaging, flexible and anticipate Guest needs, ensuring the process is smooth and efficient.

SERV.013 - Connectors always use relevant Guest information and preferences to personalize the experience.

SERV.014 - Requests/services are always delivered as per Guest's request/within agreed time frame. <br>If there is an unexpected delay (e.g.: in-room dining delivery, laundry return, luggage delivery, etc.) or a unique challenging situation (e.g.: dish not available, stain that could not be removed during laundry, etc.), Connectors are always proactive. They:<br>* contact the Guest to notify him/her<br>* offer an apology <br>* give Guest's an expected waiting time/offer an alternative solution, as appropriate.

SERV.015 - A Connector (Employee/Manager/Supervisor) demonstrates genuine care and personalized service by verifying the satisfaction of the Guest at least once during every interaction/call/service.

SERV.016 - If Guest shows signs of dissatisfaction the Connector asks open and closed questions to determine the source of dissatisfaction. The Connector shows empathy and thanks Guest for the feedback.

SERV.017 - Further to Guest feedback and understanding the source of dissatisfaction, the Connector responds immediately and acts to correct the situation, proactively using Priority Resolution techniques.

SERV.018 - At the end of every interaction/service/call, Guests are thanked in a positive and appreciative manner and wished well/given a fond farewell/invited to return.

SERV.019 - All Front office Connectors (Valet, Door, Entrance, Check-In, Escort, etc.) embody the <br>* Welcomer spirit, as per the Pullman Welcomer training.<br>COMPLETION BY Q1 2017"<br>

SERV.020 - Connectors update Guest history profile with relevant information learned during the service/interaction.<br>Learning and sharing Guest information and preferences are opportunities to create personalized experience.

Do you want to assess the DIGITAL section?

DIG.001 - Pullmanhotels.com/Accorhotels.com: the Hotel Factsheet and the hotel's contact details are up-to-date.

DIG.002 - Pullmanhotels.com/Accorhotels.com: the location of the hotel on the map is accurate. <br>Instructions to access the hotel are clear and easy to follow. <br>Public transportation information is complete and up-to-date.

DIG.003 - Pullmanhotels.com/Accorhotels.com: the description of the hotel is inspiring and focuses on points of differentiation. <br>The tone of voice and the vocabulary used are energetic, cosmopolitan and stylish, in line with Pullman Editorial Style guidelines.

DIG.004 - Pullmanhotels.com/Accorhotels.com: at a minimum 24 pictures are loaded. <br>Pictures are recent and of high quality following Pullman Photographic Guidelines. <br>No brand generic photo is used to illustrate the hotel, except under the "Sustainable development"" section. "

DIG.005 - Pullmanhotels.com/Accorhotels.com: the main picture of the Hotel Factsheet is attractive and very representative of the property.

DIG.006 - Pullmanhotels.com/Accorhotels.com: a video of the Hotel is loaded. <br>The video is recent and of high quality following Pullman Video Production Guidelines.

DIG.007 - Pullmanhotels.com/Accorhotels.com: the list of Hotel's equipment, services, facilities and room/bathroom fittings is accurate.

DIG.008 - Pullmanhotels.com/Accorhotels.com: each Room and Suite's name and/or description clearly states:<br>- the room size<br>- the bedding type<br>- the unique selling points (e.g.: view, terrace, floor, atmosphere, special amenities, etc.)<br>The description is precise, explicit and objective, as per the Room type Guidelines.

DIG.009 - Pullmanhotels.com/Accorhotels.com: each Room and Suite is illustrated by one distinctive picture. <br>Pictures are of high quality and up-to-date following Pullman Photographic Guidelines. <br>Pictures show the right room type / bedding combination.

DIG.012 - Pullmanhotels.com/Accorhotels.com: the Terms & Conditions of every rate/package are clearly displayed: <br>- package inclusions<br>- guarantee/payment policy<br>- cancellation policy<br>- check-in/check-out policy<br>- children policy<br>- validity and special terms (only when relevant)

DIG.013 - If the hotel has a its own website, the website is in line with Pullman Visual Identity, using the Pullman microsite solution from FastBooking. <br>The content is professional, inspiring, accurate and up-to-date.<br>COMPLETION BY Q1 2017

DIG.014 - If the hotel is sending an e-Newsletter to its own database, it is in line with Pullman Visual Identity, as per Pullman e-Newsletter Guidelines. <br>The content of the e-Newsletter is relevant to the database segmentation.

DIG.015 - The hotel is present on social media platform(s). <br>The content and the animation of the social media platform(s) follow the Pullman Social Media Playbook.

DIG.016 - Hotel's details and photos on review websites (e.g.: Tripadvisor, Kayak,) are accurate and up-to-date. Photos loaded by the hotel are recent and of high quality following Pullman Photographic Guidelines.

DIG.017 - Guest feedback and reviews are answered daily by the Hotel, within 24 hours.<br>90% of negative reviews/feedback are answered on all social media/travel review websites.<br>At a minimum 50% of positive reviews are answered on key social media/travel review websites.

DIG.018 - Answers to Guests' reviews online are always professional, positive, clear and concise. <br>Answers are written in a natural, energetic and cosmopolitan way, without giving the impression of copy/pasting a script. <br>Answers are punctuated with expressions inducing emotions and referring to the Guest's experience.

Do you want to assess RESERVATIONS and PRE-STAY section?

RES.001 - Guests are able to make a room reservation over the phone 24/7, 365 days a year.<br>

RES.020 - If the Guest is not a Le Club AccorHotels member, the Connector offers to describe membership benefits and rewards. <br>The Connector proposes to enroll the Guest after the reservation process is completed.

RES.023 - The Reservations Agent recognizes all Le Club Accorhotels members with a warm comment of appreciation.

RES.024 - When taking a reservation from a Le Club Accorhotels member, the Reservations Agent enhances the Le Club Accorhotels benefits.

RES.031 - The Connector uses up-selling, cross-selling and storytelling techniques - features, facts, benefits, stories - to paint a picture of the experience awaiting for the Guest.<br>

RES.036 - The Reservations Connector always asks for the Guest's email address, repeats and confirms the spelling. <br>The Connector informs the Guest that he/she will receive an invitation by email to check-in online (ONLINE CHECK-IN by Le Club AccorHotels).

PRE.001 - Front-desk Connectors prepare all arrivals before the Guest checks in. They:<br>* pre-block rooms based on room type booked, room view, preferences, upgrade eligibility, according to availability<br>* review and make sure special requests are taken care of<br>* determine Guest's preferences and needs with the objective of creating a personalized experience

PRE.004 - Prior to arrival, each eligible Guest receives an email invitation to check-in online (ONLINE CHECK-IN by Le Club AccorHotels)

PRE.006 - On the day of arrival Guests who checked-in online receive a welcome text message from the Hotel on their mobile. <br>The text informs them that their keys are ready and, when relevant, includes important Hotel information (e.g.: parking facilities, hotel access, useful arrival tip...).

Do you want to assess TRANSFER and/or SHUTTLE service section?

TR.0015 - Limousine transfer: The hotel provides a limousine transport service 24 hours a day, 7 days a week. <br>The service is hotel-operated or sub-contracted.<br><br>Airport shuttle: <br>AIRPORT HOTELS: <br>The hotel provides an airport shuttle service, 7 days-a-week , operating according to flights schedule. The service is hotel-operated or sub-contracted.<br>CITY HOTELS/RESORTS:<br>If airport shuttle is offered to Guests, all Airport shuttle Essentials apply.

TR.0055 - Limousine transfer: The Airport representative /driver meets arriving Guests holding a signage. <br>Digital tablets - with the Pullman logo are highly recommended. Premium quality professionally printed signage with Pullman logo are accepted.<br><br>Airport shuttle: The Pullman shuttle service area is properly identified by a signage in line with the Pullman Visual identity.

TR.011 - When the transfer is operated by the hotel and whenever possible with sub-contractors, vehicles are equipped with music player offering a selection of playlists designed using Pullman Brand Music Guidelines and including the Brand song "You Feel Right" by Sauvage.

TR.012 - When the transfer is operated by the hotel and whenever possible with sub-contractors, vehicles are equipped with Wi-Fi or 4G access.

TR.0135 - Limousine transfer:<br>Bottled water is provided for refreshment inside the car at all times for transfers in/out.<br><br>Airport shuttle: <br>Bottled water is provided for refreshment inside the shuttle, at a minimum for all transfers over 20 minutes.

TR.0145 - Limousine transfer:<br>A choice of premium magazines and newspapers are provided in the car, including the Pullman magazine. <br>Online/tablet editions (e.g. Press Reader) are accepted.

TR.017 - The Driver:<br>- informs Guest of the expected transit time<br>- offers the water<br>- proposes magazine(s)/online editions available<br>- ensures the vehicle temperature meets Guest's needs and Guest is comfortable<br>- enquires which kind of music Guest would like to listen during the travel (Recommended: Guest is offered to play his/her own music)<br>- informs the Guest on Wi-Fi/4G access and advises on how to connect (when applicable)

TR.022 - Every Guest who booked a limousine transfer is warmly welcomed by name at the hotel entrance.

Do you want to assess the ARRIVAL section?

EXT.003 - Exterior lighting enhances the overall effect and visual impact of the building architecture. <br>The combination of all exterior elements provide an outstanding "sense of arrival", creating a positive first impression.

EXT.008 - There is extensive landscaping and/or botanicals that complement the building architecture. <br>Landscaping/botanicals are lush and refreshed seasonally.

EXT.010 - Meticulous attention to detail is paid in placement and care of landscaping/botanicals. <br>They are well maintained and attractive, free of weeds.

EXT.011 - Hotel displays Pullman Signage following Pullman Visual Identity Guidelines:<br>- arrival signage<br>- top building signage<br>- directional signage<br>- entrance signage <br>not limited to and as appropriate depending on building architecture.

EXT.014 - Brand, Signage & Identity - At a minimum 2 flags are flown outside the hotel<br>- country flag <br>- brand flag

EXT.0155 - All exterior signage and flags are clean and in excellent condition, firmly attached and hoisted, creating a positive first impression.

EXT.016 -The Pullman Entrance Name Plate is in place at the entrance/s of the hotel. If hotel has several entrances this standard applies to all.

EXT.017 - The Pullman Entrance Name Plate is impeccably clean, well maintained, well lit and spotlessly polished.

EXT.018 - All informational elements visible outside the hotel (e.g.: rates, menus, promotional or information documents) carry the Pullman name and/or the logo, are professionally printed and elegantly designed and comply with local legislation and Pullman Visual Identity Guidelines.

ENT.0085 - All Connectors at the Hotel's entrance and the Lobby embody The “Welcomer spirit”, as per the Pullman Welcomer training.<br>COMPLETION BY Q1 2017

ENT.0095 - A Connector spontaneously goes to welcome all arriving vehicles with positive body language and warm smile.

ENT.010 - A Connector opens and closes doors of arriving vehicles and offers assistance to people exiting the vehicle.

ENT.011 - The Connector welcomes Guests with friendly words.

ENT.012 - Guests are immediately offered luggage assistance.

ENT.018 - If it is raining, the Connectors use a Pullman umbrella to usher the Guest from the vehicle to the hotel.

ENT.019 - If the Guest arrives with the hotel limousine transport or the airport shuttle, the Connector uses the Guest name while escorting the Guest to the lobby.

ENT.020 - Whenever possible the Connector finds out Guest`s name and informs discreetly Lobby/Check-In Connectors for a personalized welcome in the lobby/at check-in.

ENT.021 - Upon arrival the Guest is welcomed right at the door of the hotel (at a minimum at the main entrance, between 7am and 11pm). If the door is not automatic/revolving, a Connector opens the door for the Guest.

ENT.022 - The Connector who welcomes the Guest at the door/entrance always warmly welcomes/welcomes back Guests with friendly words in English and/or the local language.

LOB.001 - Guests entering the lobby are acknowledged immediately and offered assistance.

LOB.009 - In the lobby, a Connector spontaneously offers to provide luggage assistance.<br>The hotel has baggage porter service 24-hours a day, 7 days -a-week.

LOB.0016 - Upon entering the hotel Guests immediately experience an olfactory sensation. They are figuratively enveloped by the Pullman signature scent. Scent is diffused right inside the main entrance/s. This standard is not applicable for open-air lobbies.

LOB.00175 - The scent used is "Full Circle" from Air Aroma.<br>Any other scent is not allowed in the hotel, except in Spas where scent in line with location/wellness is accepted<br>COMPLETION BY Q1 2017

LOB.0019 - There is at a minimum 1 eye-catching natural flower arrangement or botanicals , following Pullman Floral & Vegetal Guidelines, displayed in a visible area of the lobby.

LOB.020 - Flowers/botanicals have a natural look. They are always kept fresh and renewed regularly. No artificial flowers/botanicals are accepted.

LOB.022 - The Pullman Globe, meeting Pullman specifications, is displayed in the lobby of all new and flagships hotels.

LOB.023 - The Pullman Globe is in excellent condition (free of nicks, scratches, chips, cracks).

LOB.024 - The Pullman Globe is spotlessly clean (no dust or cobwebs).

Do you want to assess the CHECK-IN & ESCORT?

CHI.014 - Resorts: Upon Guest's arrival or during check-in process, a cold or warm towel, depending on the destination and the time of year, is offered together with a welcome drink. <br>

CHI.017 - Suites: For all Guests staying in a Suite, check-in is prepared in advance: keys are ready and the registration form has been printed before Guest's arrival. Guests are escorted to their Suite right away (unless Guests wish otherwise).

CHI.018 - Connectors have prepared the registration form on behalf of Guests with all information on hand. Connectors present the registration form for Guest to complete (if necessary), approve and sign.

CHI.024 - There is a priority desk/area dedicated to Le Club AccorHotels members and for Guests who checked- in online (ONLINE CHECK-IN by Le Club AccorHotels).

CHI.026 - If the Guest checked in online, when he/she reaches the hotel:<br>- his/her key(s) are ready<br>- the registration form has been pre-filled and printed prior to arrival

CHI.025 - The ONLINE CHECK-IN by Le Club AccorHotels Desk/Area signage follows Pullman Welcome by Le Club AccorHotels Guidelines

CHI.028 - Upon availability, Le Club AccorHotels Gold and Platinum members are spontaneously offered a room upgrade to next category (if existing). The Front Desk Connector is proactive and highlights the upgrade and the benefits of the upgraded room to the Guest.

CHI.029 - When available, Le Club AccorHotels Platinum members are spontaneously offered an access to the Executive Lounge. The Front Desk Connector is proactive and highlights the upgrade and the benefits to the Guest.

CHI.030 - The Front-Desk Connector hands over a Welcome Drink voucher for Silver, Gold and Platinum Le Club Accorhotels members (1 drink per staying Guest). The Connector explains the benefit and thanks the Guest for his/her loyalty.

CHI.031 - The voucher meets Pullman Welcome Drink voucher specifications.

CHI.032 - During their stay, Platinum Le Club Accorhotels members are greeted at least once by the General Manager or a member of the Executive Committee.

CHI.033 - On request and upon availability, Le Club AccorHotels members are offered:<br>- late check-out (up to 5 pm) for Silver members <br>- early check-in (from 9 am) or late check-out (up to 5 pm) for Gold members <br>- early check-in (from 9 am) and late check-out (up to 5 pm) for Platinum members.

CHI.034 - If Guest is not a Le Club Accorhotels member, the Front-Desk Connector offers to describe membership benefits and rewards, and offers a Le Club Accorhotels brochure to the Guest.

CHI.036 - If Guest gives his agreement to become a Le Club Accorhotels member, the Connector collects information as conveniently as possible - collecting a business card for instance - and proposes to provide the registration details/forms later, after check-in. The Connector explains that Le Club Accorhotels points and benefits only apply when booking through pullmanhotels.com, accorhotels.com or directly at the hotel.

CHI.039 - If it is not possible to meet preferences or Le Club AccorHotels benefits (such as upgrade, early check-in or late check-out), the Connector is proactive and notifies the Guest, explains the reasons and offers an apology. <br>Gold and Platinum members are offered a kind gesture of compensation.

CHI.042 - The Front-Desk Connector informs the Guest about internet access and Press Reader service available at the hotel.

CHI.046 - Electronic keys and key card holder conform to Pullman Visual Identity Guidelines.

CHI.047 - Connectors introduce FAST CHECK-OUT Le Club AccorHotels to every Guests. If a Guest responds positively, the Connector confirms his/her email address if needed.

CHI.052 - A room escort is offered at a minimum to all Suite and VIP Guests (levels 4 and 5).

CHI.053 - If the Guest is not escorted, the Front-desk Connector goes around the desk (if configuration and business level allow), points out the room number on the key card holder, hands over the keys and explains how to use the keys.

CHI.054 - If the Guest is not escorted, the Front-desk Connector explains to the Guest that he/she is at his/her disposal for anything he/she might require and gives him/her instructions to contact Reception.<br>The Connector then shows the Guest the elevators/the way to their room, wishing them a very pleasant stay.

CHI.060 - When a luggage tag is attached, it is following Pullman Visual Identity Guidelines.

CHI.067 - Groups: When displayed in the Lobby, all supports used to display a meeting /convention details (e.g: signage, poster, board, etc. are of premium quality and in harmony with the overall design of the lobby.

CHI.068 - Service Delivery - Groups: The same level of service is offered to groups than to individual Guests.

Do you want to assess the PUBLIC AREAS section?

PUB.0015 - Directional signage in all public areas/elevators/corridors, to and at the entrance of all outlets/facilities, is clearly visible.

PUB.0025 - All signage in public areas is clear, concise and conforms to Pullman Visual Identity Guidelines. <br>Signage is outstanding in quality and design, clean and well maintained.

PUB.003 - The AccorHotels co-founders' portrait is one of the elements of Accor identity in the Hotel. It is displayed in the lobby, close to the reception area, ensuring good visibility and readability.

PUB.005 - Complimentary bandwidth Wi-Fi offered is 512Kb/user at a minimum, following the Luxury & Upscale Guest Technology Standards.

PUB.007 - Guests can enjoy uninterrupted complimentary Wi-Fi coverage throughout the hotel. <br>There is no need to re-authenticate or log into the service again when changing locations.<br>There is no interruption to open sessions.

PUB.008 - Guests can enjoy uninterrupted complimentary Wi-Fi coverage at a minimum throughout 1 day. <br>There is no need to re-authenticate or log into the service again after within 24 hours. <br>There is no interruption to open sessions.

PUB.011 - Press Reader for AccorHotels is accessible to every Guests with unlimited access to the full-content digital newspapers and magazines, through the hotel's Wi-Fi connection using Guests' personal mobile devices. <br>COMPLETION BY Q3 2016

PUB.012 - Daily newspaper(s) and magazine(s), including at a minimum: <br>- 1 local newspaper<br>- 1 international newspaper<br>- the Pullman magazine<br>are available in the lobby. <br>International newspaper could be printed from Press Reader in some destinations (e.g. Myanmar, secondary locations in China, etc.).

PUB.014 - Furnishings and fixtures are upscale, functional, of contemporary design and maintained to the original brief/style/design.

PUB.016 - Light bulbs are energy efficient, following Planet 21 program.

PUB.0165 - Lighting levels are adjusted according time of day.<br>At sunset, lights are dimmed to mark the transition between day and night and create a cosy ambiance.

PUB.015 - If ""The Artist Playground"" is implemented in the hotel, it is designed as a permanent space, easily visible to all guests (e.g. lobby, bar space...) and follows the Artist Playground guidelines.<br>COMPLETION BY Q1 2017

PUB.019 - Spotlessly clean note pads and pens/pencils meeting Pullman Visual Identity specifications are supplied next to each telephone station (except in bathrooms).

PUB.0151 - Fresh and healthy flowers - always in clean and clear water - or botanicals are displayed in the lobby, bar, restaurant(s), public toilets and spa, according to outlet concept and following Pullman Floral & Vegetal Guidelines.

PUB.0152 - Music is always played 24/7 or during operating hours. There are no intervals of silence.<br>- Public areas: Music reflects the identity/mood of the hotel/outlet/facility and is adjusted according to the time of day following the new Pullman Music Guidelines (lobby, elevator, bar, restaurant(s), pool).<br>- Fitness: Music is energetic and conducive for a good work-out.<br>- Spa: Background music in all Spa public areas (reception, relaxation room, changing room, etc.) contributes to creating a specific wellness ambiance.

TEL.015 - All telephones are equipped with the Pullman On-Hold brand song "You Feel Right".

PUB.026 - Public restrooms' supplies include at a minimum: <br>- 2-ply facial tissues enclosed in a premium design box<br>- liquid hand soap (C.O. BIGELOW or premium brand)<br>- moisturizing lotion (C.O. BIGELOW or premium brand)<br>Soaps and lotions are presented in elegant dispensers.

PUB.004 - The Planet 21 short movie is featured in the Hotel (e.g. either on digital screen(s) present in lifts/public areas, or on TV in the Guestroom, etc.)

PUB.053 - New Hotels and Resorts: there is a vegetable/herbs garden in the hotel, as per Planet 21 Guidelines.<br>COMPLETION BY Q2 2017

DIC.004 - The following equipment is available for Guests 24/7 on a complimentary basis in the Connectivity lounge, following Luxury & Upscale Guest Technology Standards:<br>* self-service computer(s) with Internet access <br>New/fully renovated Hotels: <br>* computers are 21inch iMac CPU<br>* 1 Wi-Fi printer/scanner<br>* 1 Charli charger or equivalent multi-charging device<br>Multi-function equipment is accepted.

DIC.011 - AccorHotels or Pullman Screen savers are used.

Do you want to assess the GUESTROOM section?

ROO.004 - If there is no "Do Not Disturb" electronic system available, a "Do Not Disturb" door handle, following Pullman specifications, is placed on the knob of the guestroom entry door.

ROO.035 - Gifts and VIP amenities - according to VIP status and as per VIP Guidelines - are always present in the room upon Guest arrival, elegantly presented.

ROO.036 - All Silver, Gold and Platinum Le Club AccorHotels members receive a Welcome note signed by the General Manager/ Hotel Manager.<br> The Welcome note is present in the room upon Guest arrival or handed upon check-in, as per Pullman VIP Guidelines.

ROO.037 - The list of hotel services with all the necessary information is available in the Guestroom, either:<br>- in printed version, following Pullman Visual Identity Guidelines - Room directory<br>- in digital version, accessible through the Wi-Fi portal and/or the AccorHotels mobile app.<br>If only a digital version is available in the room, a paper copy shall be available for Guests upon request.

ROO.038 - An in-room dining menu, following Pullman Visual Identity Guidelines - Room service menu, is visible in the Guestroom.<br>To complement, a digital version, accessible through the Wi-Fi portal or the AccorHotels mobile app can be proposed.

ROO.039 - City Hotels: 1 breakfast Door Knob menu meeting Pullman Visual Identity Guidelines is visible in the room (optional for Resorts).

ROO.040 - If the hotel has a Spa, treatments are presented and detailed in the Spa Menu. <br>This menu is available in the Room and/or digitally on the Wi-Fi portal or in the AccorHotels mobile app.

ROO.041 - Any printed collaterals present in the room are professionally printed on premium quality paper, as per Pullman Visual Identity Guidelines and elegantly presented.

ROO.050 - All telephones have the Pullman Brand phone face (Pullman phone explanation label). <br>Exceptions accepted for bathroom phones and smart phones/tablets.

ROO.051 - All in-room telephones, except wireless and smartphones, have a one-touch service button, directed to an internal call centre on a 24/7.<br><br>If the hotel is not equipped with one-touch solution, there are speed dial buttons, clearly marked, at a minimum for: <br>- Internal call Centre/Reception<br>- In-room dining<br>- Spa (if available) <br>- Messages/Voice mail

ROO.057 - All guestrooms are equipped with a large high-quality, flat-screen HD television set, sized 40" at a minimum, 48" for new/fully renovated hotels, as per Luxury & Upscale Guest Technology Guidelines.

ROO.058 - All Suites are equipped with a large high-quality, flat-screen HD television set, sized 42" at a minimum, 55" for new/fully renovated hotels, as per Luxury & Upscale Guest Technology Guidelines.

ROO.064 - All technology in the room (where applicable television, iPad, docking station, electric curtains, etc. ) are user-friendly, well maintained and in good working order.

ROO.066 - The selection of TV channels is in line with Guests' nationality mix and according to availability in the city/country with, at a minimum:<br>- 1 French TV Channel: TV5 and/or France 24, (when broadcasted in the city). <br>- a selection of main international news channels (e.g.: CNN, BBC World, etc.)<br>Resort: <br>- a selection of movie channels<br>- 1 children TV Channel <br>are also available

ROO.067 - All Rooms and Suites are equipped with premium brand Bluetooth speakers, following Luxury & Upscale Guest Technology Standards.<br>COMPLETION BY Q1 2017

ROO.068 - All guestrooms are equipped with an active connectivity panel, following Luxury & Upscale Guest Technology Standards.<br>COMPLETION BY Q1 2017

ROO.072 - Digital tablets /telephone chargers/adapters and other business equipment are available upon request.

ROO.095 - For Executive Rooms and all Suites each closet contains, at a minimum the following items:<br>- 1 linen or non-woven laundry bags folded with price list (plastic bags are not allowed)<br>- 1 sewing kit<br>- 1 shoe polishing tissue<br>- 1 shoe horn<br>- 1 clothes brush<br>- 1 Pullman shopping bag<br>All items meet Pullman specifications.<br><br>In RESORTS, closet also contains a pool/beach bag. COMPLETION BY Q1 2017

ROO.074 - The mattress strictly conforms to the Pullman bedding concept specifications. <br>The mattress is provided by one of the approved suppliers.<br>(WORK IN PROGRESS)

ROO.075 - The bed is always clean and properly made, with no visible creases.

ROO.076 - The duvet is always plumped up and its softness and comfort are immediately visible to the eye.

ROO.0775 - Bed linen reuse program - Planet 21: Bed linen is changed every 3rd night . <br>A Bed Linen Program card following the Bed Linen Program Guidelines, in excellent condition, is available in the room.<br>The Guest's wish to participate, or not, in the program is always respected

ROO.080 - All Rooms are set up with 4 pillows at a minimum, displayed on the bed. <br>Pillows meet Pullman bedding concept (WORK IN PROGRESS)<br>There is no decorative cushion on the bed.

ROO.081 - Pillows, topper and all linen meet Pullman specifications. <br>(WORK IN PROGRESS)

ROO.082 - Linens are always spotlessly clean.

ROO.093 - For Superior and Deluxe Rooms, each closet contains, at a minimum the following items:<br>- 1 linen or non-woven laundry bag folded with price list (plastic bags are not allowed)<br>- 1 shoe polishing tissue/glove<br><br>In CITY hotels, closet also contains:<br>- 1 shoe horn <br>- 1 sewing kit<br>- 1 shopping bag <br>These items are available at a minimum upon request in Resorts.<br><br>RESORTS: closet also contains a pool/beach bag. COMPLETION BY Q1 2017

ROO.073 - The bed box spring strictly conforms to the Pullman bedding concept specifications.<br>(WORK IN PROGRESS)

ROO.101 - City Hotels: A steam iron and full-size ironing board are available in the closet.<br>Resorts: Steam iron and full-size ironing board are ideally available but, if not, available upon request.

ROO.118 - The following mini-bar supplies are present and meet Pullman specifications: <br>- bottle/wine opener (if drinks in the mini-bar required an opener)<br>- Pullman logo or plain coasters<br>- Pullman logo or plain napkins

ROO.104 - An In-Room Fitness kit - including at a minimum 1 Yoga mat and 2 free weights (1kg each) is available upon request.

ROO.105 - In all Rooms/Suites, a high-quality kettle is available with the following:<br>- 2 mugs/cups with saucers<br>- spoons /stirrers<br>In addition, disposable/take-away cups may be available.

ROO.106 - In all rooms, the following complimentary premium quality supplies are available and elegantly displayed:<br>- tea selection (at a minimum, a choice of 4 - selection according to market - including one herbal tea). No paper tea bags allowed.<br>- coffee selection (at a minimum a choice of 2, selection according to market)<br>- sugar (brown, white and sweetener)<br>- cream pods or milk

ROO.107 - In all Executive Rooms and Suites, in addition, the following supplies are available in addition:<br>- a high-quality espresso machine<br>- 2 espresso cups with saucers<br>- a complimentary selection of premium espresso coffee pods (mix according to market)<br><br><br>New/fully renovated Hotel: In addition, the above equipment and supply are available in every Room Categories from Superior room and up.<br>COMPLETION BY Q1 2017

ROO.112 - At a minimum, 2 complimentary bottles of drinking water are placed in all Guestrooms. Premium-looking packaging. <br>If running water is not potable in the location, there are, at a minimum, 4 bottles per guestroom _ 2 in the bedroom and 2 in the bathroom

ROO.153 - There is an illuminated make-up mirror.

ROO.162 - Toiletries in all Rooms are branded C.O.BIGELOW

ROO.163 - Product & Equipment - Toiletries in all Rooms include at a minimum:<br>- 1 soap 25 gr. <br>- 1 shower gel<br>- 1 shampoo<br>- 1 conditioner<br>- 1 body lotion

ROO.164 - Additional toiletries are available in all Executive Rooms and Suites, including at a minimum:<br>- 1 additional shower-gel<br>- 1 additional shampoo <br>- 1 additional soap, 75 gr. (mandatory in Suites, recommended in Executive Rooms)

ROO.166 - Toiletries are neatly arranged and displayed in a high quality tray/basket in the bathroom.

ROO.168 - The hotel participates in the Planet 21 - Plant for the Planet Program and contributes financially to planting trees.

ROO.169 - The Pullman Plant for the Planet card/poster is visibly placed in the bathroom. <br>Following the Plant for the Planet program guidelines, if Guests leave used towels properly hanged in the bathroom these are not changed and left in the bathroom as per Guest preference. <br>In any case, extra fresh towels are put in place complying with minimum brand requirements.

ROO.170 - Product & Equipment - Bath Linen in all rooms meet the Pullman specifications, at a minimum:<br>- 2 face towels<br>- 2 hand towels <br>- 2 bath towel<br>- 1 bath mat

ROO.172 - Towels and terry are always soft and plush (made of 100% luxury cotton) <br>

ROO.133 - Bathrobes are provided in every Room/Suites.

ROO.134 - At a minimum 1 bathrobe is displayed in the bathroom, easily visible for the Guest. <br>No plastic packaging is allowed.

ROO.171 - Product & Equipment - In Suites, if a separate Guests toilet is present, it contains, at a minimum: <br>* 1 Soap 25 gr.<br>* 1 face towel

ROO.157 - Vanity equipment includes at a minimum: <br>- 1 soap dish<br>- 1 tray and/or container box<br>- 1 tissue box.

ROO.158 - The following items are presented in a container placed on the vanity:<br>- 1 set of 3 cotton buds, in closed packaging<br>- 1 set of 3 cotton cosmetic removers in closed packaging<br>- 1 shower bonnet in closed packaging<br>- 1 small nail file<br>All packaged supplies are new and in excellent condition.

ROO.176 - Slippers are provided in every Room/Suites.

ROO.175 - At a minimum, bathrobes and slippers are available in 2 sizes in the Hotel. Upon request, additional bathrobes and slippers are provided in the Guests size.

ROO.192 - Turndown service is mandatory for all Suites (including Junior Suites) as well as for all VIP Guests, 7 days a week.

ROO.193 - Depending on the market requirements, turndown service is provided:<br>- for every Room<br>- upon request only (Superior, Deluxe and Executive rooms)<br>In any case, turndown service is available 7 days a week.

ROO.194 - If turndown service is only provided upon request, due to market specifics, Guests are informed in the Room directory and/or digitally on the Wi-Fi portal or in the AccorHotels mobile app.

ROO.197 - The bed is turned down as per Pullman bedding specifications <br>(WORK IN PROGRESS)

ROO.199 - Daily Housekeeping/Turndown: Complimentary bottles of water are replaced if used by the Guest .<br>Turndown: At a minimum, 1 bottle of water per staying Guest is placed within close reach from the bed.

LDR.001 - Dry cleaning/laundry service is provided 7 days a week, during business hours.

LDR.002 - All Platinum Le Club AccorHotels members are offered 1 complimentary ironing service per person per stay.

LDR.011 - Garments are always elegantly presented (e.g.: cardboard collar in white tissue paper, folded in white tissue paper, inside non-woven bags, etc.). <br>Folded garments are placed inside a basket/box or another elegant container with the laundry slip.

TEL.001 - All in-room telephone requests are answered 24/7.

TEL.031 - If wake-up call is delivered by a Connector it includes a personalized greeting, using the Guest's name.

Do you want to assess the BREAKFAST section?

BRK.001 - Breakfast Buffet is served at a minimum :<br>- until 10.30am on weekdays<br>- until 11.00 am on weekends and public holidays<br>Hours can be extended according to local custom or business needs.

BRK.011 - Host Connector always asks Guest name first and follows-up confirming room number only when necessary. The Host Connector uses the Guest name when welcoming him/her to breakfast

BRK.049 - Regional or local breakfast dishes/items represent over 50% of the Breakfast selection, according to market needs, and following Breakfast Regional Guidelines.<br>A signature item is staged on the Buffet.

BRK.032 - Hot beverages - coffee, tea, hot chocolate - are always served at table.

BRK.033 - For Guests who want to have their hot beverage on-the-go, take-away beverages (coffee, tea or chocolate) are available upon request. The following items are available:<br>- take-away disposable cups<br>- milk/creamers<br>- sugar

BRK.034 - All types of coffees are complimentary as part of the Buffet offer or A La Carte set-menus.<br>A choice of Illy Premium Arabica coffees is offered to the Guest, including at a minimum:<br>- Espresso<br>- Cappuccino<br>- Latte<br>- American/filter coffee<br>- decaffeinated options <br>Local specialty (e.g. Greek, Egyptian, French press, etc.) and frozen specialty coffees are offered according to mix of guests/season/location.

BRK.035 - A minimum choice of 6 teas is offered to the Guest, including: <br>- Earl Grey<br>- English breakfast<br>- Green

BRK.036 - Teas and herbal teas are prepared ideally with loose tea leaves, however, high-quality tea bags from referenced tea supplier are acceptable. No paper tea bags accepted.

BRK.038 - Service is prompt. Hot beverages are replenished throughout the meal, on a complimentary basis, with the permission of the Guest.

BRK.046 - Breakfast includes a choice of a minimum of 5 freshly squeezed fruits/vegetables juices on the Buffet<br>COMPLETION BY Q3 2016

BRK.0475 - The choice of five 5 squeezed juices is including:<br>* 1 Detox juice<br>* 1 Anti-Aging juice<br>* 1 Energy juice<br>according to the Breakfast Guidelines.<br>COMPLETION BY Q3 2016<br><br>At Executive Lounge: there is a selection of a minimum of 3 freshly squeezed juices.

BRK.048 - Juices are available on the buffet, elegantly presented. <br>Juice dispensers are not allowed.

BRK.050 - If there is a selection of cheeses at the Breakfast Buffet, it is of premium quality, according to market needs and local specialties.<br>Cheese always looks fresh. Cheese is never packaged.

BRK.052 - Breakfast Buffet offers a selection of premium quality danishes/pastries, including 50g pure-butter croissants from preferred partner.

BRK.053 - Croissants and other danishes are always fresh, crispy and well cooked at all times during breakfast. <br>Croissants/danishes/pastries are never displayed under a hot lamp.

BRK.055 - Breakfast Buffet includes a selection of premium, freshly baked breads.

BRK.056 - A selection of miniature individuals glasses of jam, marmalade and honey are available (choice of 4 at a minimum).

BRK.061 - If Breakfast Buffet includes a selection of yogurts, it is of premium quality and included low-fat option(s). Plastic packaging is not accepted. <br>Dairy products are served chilled.

BRK.062 - Breakfast Buffet includes at a minimum 5 types of seasonal fruits, whole and freshly cut.

BRK.063 - Well-Being: Well-Being breakfast offers are available, including <br>- Anti-Aging dish/item<br>- Detox dish/item<br>- Energy dish/item<br>- Low calorie dish/item<br>- Gluten-free items (either present on the Buffet or upon request)<br>according to Breakfast Guidelines.<br>COMPLETION BY Q3 2016

BRK.064 - Well-Being: The Well-Being corner/section is staged on the Buffet and easily recognizable.<br>Each dish/item is clearly labelled as Anti-Aging/Detox/Energy/Low calorie. Labels are printed on premium quality paper.<br>COMPLETION BY Q3 2016

BRK.066 - Hot food items are displayed in small containers (e.g. cocotte or local pot). <br>No chafing dishes allowed on the Buffet.

BRK.068 - A La Minute: French toast, pancakes, waffles, crepes, etc., are made upon GuestÍs order, a la minute.<br>Small quantities can be elegantly displayed in advance.<br>Display is fresh and attractive. Condiments provided with service and/or displayed nearby.<br>Chaffing dishes and hot lamp are not allowed.

BRK.069 - Any type of egg is cooked upon Guest order, A La Minute. <br>No display of eggs is allowed on the buffet (exception accepted for hard boiled eggs or frittata)

BRK.094 - CITY/AIRPORT Hotels: A Wake-up coffee offer is available on a complimentary basis in the lobby from early-hours (recommended 4.30am) until Breakfast opening hours.<br><br>RESORTS: Wake-up coffee is optional, according to market and needs. <br>When implemented, all Brand Essentials apply.

BRK.095 - Product & Equipment - For Guests who want to have their coffee on-the-go, take-away disposable paper cups are available in the lobby on a Wake-up coffee cart.

BRK.096 - Product & Equipment - The Wake up coffee service is placed near the reception desk on a trolley or on a table and includes at a minimum the following equipment:<br>- 1 espresso coffee machine <br>- high quality take-away cups and lids.<br>- stirrers/spoons<br>- paper napkins<br>- a small trash bin

BRK.097 - Choice & Variety - The following complimentary premium quality supplies are available and elegantly displayed, at a minimum:<br>- a selection of Illy Premium Arabica coffees <br>- a selection of premium quality tea (no paper bags)<br>- sugar: white, brown and sweetener<br>- milk and/or creamer<br>- cookies/biscuits/cereal bars in individual portions or small danishes/pastries

BRK.103 - The Wake up coffee trolley / table service is removed only when Breakfast starts to be served at the restaurant

Do you want to assess the IN-ROOM DINING section?

IRD.001 - In-Room Dining is available 24 hours a day, 7 days a week with a selection of hot and cold options.

IRD.028 - In-Room Dining delivery:<br>- Hot food orders are delivered within 30 minutes.<br>- Cold food orders (sandwiches, salads, etc.) are delivered within 20 minutes.<br>- Beverages without food items are delivered within 15 minutes (City Hotels) and within 20 minutes (Resorts).<br><br>Breakfast delivery:<br>- Continental Breakfast orders are delivered within 15 minutes (City Hotels) and 20 minutes (Resorts).<br>- A la carte hot food breakfast orders are delivered within 20 minutes.<br>- Breakfast doorknob menu orders are delivered within five minutes from requested time.

IRD.007 - Well Being: The 5 freshly squeezed juices include:<br>- 1 Detox juice<br>- 1 Anti-Aging juice<br>- 1 Energy juice<br>according to Well-Being Guidelines.<br>COMPLETION BY Q1 2017

IRD.004 - The In-Room Dining Menu offers a selection of:<br>* Regional and/or local specialties<br>* International comfort food favourites<br>* Special(s) from the Restaurant<br>* Well-Being offer <br>COMPLETION BY Q1 2017

IRD.009 - Beverage menu includes a selection of wines by the glass and at a minimum 1 champagne by the glass. Sparkling wine is accepted in destinations where champagne cost is prohibitive.

IRD.010 - In-Room Dining offers at a minimum 2 options of breakfast sets : <br>- Continental Breakfast<br>- American/Local Breakfast, according to market needs<br>A Breakfast To-Go is available upon request.

IRD.011 - The ""Active Breakfast"" is offered for Guests who wish to maintain their morning exercise without leaving the comfort of their room. <br>Guests can request for their in-room breakfast to be delivered to their door along with a fitness kit for morning exercises.<br>COMPLETION Q1 2017

IRD.012 - The "Active Breakfast" is a selection of healthy breakfast offerings (e.g: oatmeal, fresh fruits, yogurt, protein shakes, etc,) available either Ala carte or as an "Active Breakfast" set, according to market and needs.<br> Calories and benefits are clearly featured on the menu.<br>COMPLETION Q1 2017

IRD.013 - A Continental Breakfast is available and is served 24 hours a day, 7 days a week.

IRD.014 - Breakfast: Danishes/pastry selections always include 50g pure-butter croissant(s) from preferred partners. Croissants and other Danishes are always fresh, crispy and well-cooked.

IRD.015 - Breakfast-Well-Being: Well-Being breakfast offers are available including:<br>- Anti-Aging dish/item<br>- Detox dish/item<br>- Energy dish/item<br>according to Breakfast Guidelines<br>COMPLETION BY Q1 2017

IRD.058 - For lunch and dinner service, freshly baked bread is served with all meals, excluding sandwich orders.<br>For ethnic food (e.g., Chinese, Thai, Japanese, Vietnamese, etc.), the choice is offered to Guest at time of order.

IRD.053 - In-Room Dining food and beverage presentation and product quality equals that available in the hotel's outlets.

Do you want to assess the BAR section?

BAR.032 - Continental breakfast can be served at the Bar, anytime during operating hours.

BAR.022 - Beverage Bar menu includes at a minimum 8 cocktails.

BAR.023 - If Guest prefers a out-of-the-menu cocktail, the Connector determines Guest's preferences (e.g. sweet, sour, shaken, stirred, etc.) and offers a drink tailored to Guest's taste.

BAR.043 - The preparation of the cocktail is part of the Guest experience. The task is completed in a personalized and interactive manner.

BAR.024 - As part of the Vinoteca concept, the wine list includes at a minimum a selection of 8 wines by the glass.

BAR.059 - Table service - with the bottle presented to the client and first pour to try - is provided for all wine and Champagne orders (bottle or by the glass).<br><br>For Hotels with wine service system (e.g. Enomatic), the Connector pours the wine directly from the dispenser. A tasting sip (2cl) shall be proposed to Guests who are hesitating on their choice.

BAR.028 - Every day for 2 hours, the bar holds The Social Hour, the Pullman alternative to the happy hour. The Social Hour consists of wine, bespoke cocktails, Champagne/sparkling wine and food offer.<br>COMPLETION BY Q1 2017

BAR.029 - During Social hour, the hotel offers the Tapastry menu. <br>The offer includes 8 seasonal dishes, presented and priced<br>individually or offered as a combo. <br>COMPLETION BY Q1 2017

BAR.030 - Tapastry dishes are presented in small plates, as sharing portions, and designed elegantly.<br>COMPLETION BY Q1 2017

BAR.031 - Every dish of the Tapastry offer has a specific story/talking point (related to the Chef, ingredients, etc.), clearly featured on the menu, as per Taspastry by Signature Chef Guidelines.<br>COMPLETION BY Q1 2017

BAR.048 - Drinks are served on an elegant coaster (napkins used as coasters not accepted), following Pullman Visual Identity Guidelines or the theme of the bar.

BAR.046 - All food items from the bar menu are served within 15 minutes of order.

BAR.063 - A selection of 2 complimentary bar snacks is served with all cool drink orders.

BAR.064 - Snacks are fresh, of good quality, elegantly presented, and replenished regularly.

BAR.065 - 1 complimentary home-made sweet is served with all hot beverages, elegantly presented (never on the cup saucer).

BAR.027 - Lounge Bar menu offers a selection of food including:<br>- international comfort food favourites<br>- local specialties.

Do you want to assess LUNCH/DINNER section?

ALC.001 - Guests are able to order Food & Beverages 24/7 in the hotel (All-Day Dining restaurant, specialty restaurants and Bar, during operating hours; and In-Room Dining outside of outlets' operating hours.)

ALC.016 - The Connector uses known information to warmly welcome the Guest and personalize the services:<br>- using Guest name<br>- Welcoming/welcoming back the Guest<br>- Offering congratulations on special occasions<br>- Accommodating special seating requests<br> etc.

ALC.017 - Repeat guests are welcomed back by name and asked if they would like to seat at their preferred table. <br>If answer is yes, the Connector escorts them to their preferred table. <br>If answer is no the Connector offers table choices to suit Guest's needs.

ALC.044 - Mineral water: the following mineral bottled waters are available at a minimum<br>- 1 still water<br>- 1 sparkling water<br>Spring/drinking water is available on a complimentary basis throughout the meal.

ALC.047 - The Vinoteca concept is implemented in the hotel, following 1 of the below levels, as per Vinoteca Guidelines:<br>- Coravin wine access system <br>- wine service system (e.g. Enomatic)<br>- complete Wine and Dining concept (mandatory for new/fully renovated hotels)<br>COMPLETION BY Q1 2017

ALC.048 - If Wine and Dining concept is implemented in the hotel, it focuses on 3 key elements:<br>- central Wine Bar<br>- charcuterie and cheese bar<br>- good quality wine and food at affordable price,<br>as per Vinoteca Guidelines.<br>COMPLETION BY Q1 2017<br>

ALC.049 - As part of the Vinoteca concept, the wine list includes at a minimum a selection of 8 wines by the glass.

ALC.050 - As part of the Vinoteca concept, wine is always served in premium quality glassware (e.g. Riedel)<br>Appropriate glassware is used according to wine served (white, red, dessert, champagne, etc.)

ALC.051 - Table service - with the bottle presented to the client and first pour to try - is provided for all wine and Champagne orders (bottle or by the glass).<br><br>For Hotels with wine service system (e.g. Enomatic), the Connector pours the wine directly from the dispenser. A tasting sip (2cl) shall be proposed to Guests who are hesitating on their choice.

ALC.0511 - The Buffet/Menu offers a selection of low-calorie /Well-being offers.<br>Each dish/item is clearly highlighted/labelled. Labels are printed on premium quality paper.

ALC.0512 - A La Carte: The Connector acts to satisfy special dietary or preparation methods requested by the Guest and expedites the requests with the kitchen. <br>The Connector follows-up and checks with Guest if needs were satisfied.

BUF.064 - In Western-style restaurants, either:<br>* a freshly baked whole bread is served sliced at the table<br>* or a selection of freshly baked breads is available on the Buffet

BUF.0645 - Buffet: Hot food items are displayed in a small container (e.g. cocotte, pot, etc.). <br>No chafing dishes are allowed in the Buffet.

ALC.0745 - 1 complimentary home-made sweet is served with all hot beverages, elegantly presented (never on the cup saucer).

ALC.095 - Management & Internal Organization - The hotel does not serve any endangered fish or seafood.

Executive Floor

EXF.004 - If Guest has a reservation on the Executive floor(s), he/she is offered the choice to check-in at the Executive Lounge or at the Priority ONLINE CHECK-IN desk/area.

EXF.028 - The Working area includes at a minimum:<br>- 1 self-service computer with complimentary Internet access and brand specific user applications<br>- 1 Wi-Fi printer/scanner<br>- 1 Charli charger, or another equivalent multi-charging device.

EXF.029 - A choice of quality books and magazines is provided.

EXF.035 - Check-in: The Connector invites the guest to relax in the Executive Lounge while the Connector processes the registration and collects the Guest's passport and/or credit card.<br>All Check-in Essentials apply.

EXF.034 - Check-in: Upon Guest's arrival in the Executive Lounge, a cold or warm towel (depending on the destination and the time of year) is offered together with a welcome drink.

EXF.036 - Check-in: Executive Floor Connector provides Guests with a business card and invites them to contact him/her throughout their stay. The card meets Pullman specifications.

EXF.038 - All Guests on the Executive floor(s) are offered an in-room VIP amenity on the day of arrival, according to Pullman VIP Guidelines.

EXF.043 - In addition to the Buffet, Executive Lounge breakfast includes made-to-order a la carte breakfast dishes.<br>All Breakfast Essentials apply.

EXF.039 - Complimentary drinks are available throughout the day. Selection is adapted to each market but should contain, at a minimum:<br>- still and sparkling mineral water<br>- soft-drinks<br>- hot beverages

EXF.040 - Complimentary snacks are available throughout the day including, at a minimum, a selection of:<br>- cookies/cakes/pastries<br>- fresh fruits.

EXF.042 - Breakfast served in the Executive Lounge is complimentary, inclusive in room rates.

EXF.044 - No chafing dishes are allowed in the Buffet. Either:<br>- Executive lounge's food on display consists only of cold items. (Hot food orders are served from the kitchen, made ö la minute for Breakfast.)<br>- or hot food items are displayed in small containers (e.g. cocotte, pot)

EXF.054 - The list of complimentary wines by the glass includes at a minimum a selection of 3 wines, recommended 4.

EXF.045 - A La Carte breakfast is available in the Lounge during operating hours. All dishes are prepared to order

EXF.046 - A complimentary happy-hour, The Social hour, including wine, Champagne/sparkling wine, cocktails and a small buffet-style selection of canapes/petit fours or dishes from Tapastry are served for a period of 2 hours at a minimum (timing is adapted to local market, decided regionally ).

EXF.053 - Evening Social hour complimentary drinks include, at a minimum:<br>- sparkling/still water<br>- soft drinks<br>- beer<br>- spirits<br>- cordials<br>- wine

EXF.055 - The Social Hour food offer consists of cold and hot food display items. <br> Chafing dishes are never used.

EXF.063 - For all rooms on the Executive floor(s), a complimentary late check-out until 4.00 pm is offered upon availability.<br>All Check-Out Essentials apply.

EXF.061 - For all rooms on the Executive floor(s), a complimentary 1-hour per day use of the Executive Lounge's meeting room is offered, upon availability.<br>Reservations are processed by Executive Lounge Connectors and immediately confirmed to Guest.

EXF.062 - For all rooms on the Executive floor(s), complimentary Business Center services are available in the premises of the lounge (e.g. printing, photocopy, scan, etc.)

Do you want to assess the SWIMMING POOL and/or BEACH section?<br>

OPO.0015 - Pool opening hours are adapted according to mix of Guests and local regulations, at a minimum:<br>INDOOR POOL: 12 hours per day.<br>OUTDOOR POOL: from sunrise to sunset

OPO.011 - If pool/beach is staffed, Guests are always acknowledged and greeted within 30 seconds of their arrival at the entrance of the pool.

OPO.018 - If pool/beach is staffed, chairs/loungers are ready prior to the pool opening (every morning at the beach) and immediately refreshed for new<br>Guests as a Guest departs the area.

OPO.019 - Towels are rolled up and placed on each chair/lounger prior to the Guests' arrival.

OPO.048 - Pool/beach Bar outlets offer a selection of, at a minimum:<br>- 2 fresh, high quality complimentary bar snacks with all cold-drink orders<br>- 1 complimentary high quality homemade sweet with hot-beverage orders

Do you want to assess the FITNESS section?

FIT.001 - Fitness is accessible to Guests 24 hours a day, seven days a week (staffed or not). Opening hours are clearly visible. <br>If 24/7 access is not possible due to structural/security reasons (e.g. fitness room inside the spa, accessible via pool, etc.), Guest access is given upon request outside regular hours. Signage clearly states procedure for Guest to access facility outside regular hours.

FIT.020 - The minimum equipment is available:<br>- treadmills<br>- steppers<br>- ellipticals<br>- bikes and/or recline bikes

FIT.052 - If lockers are equipped with showers, body lotion, soap, shampoo and conditioner are elegantly presented in design dispensers or individual packaging on vanity and shower areas, as appropriate. Preferred brands are:<br>- the brand used in the hotel Spa where relevant<br>- C.O.BIGELOW<br>- premium local brand

FIT.021 - In new and fully renovated Hotels, all treadmills/ellipticals and bikes are state-of-the-art/last generation from preferred suppliers, and equipped with built-in TV screens and USB ports.

FIT.023 - Free weights and benches (dumbbells from 2 to 20kg, at a minimum) are available.

FIT.024 - At a minimum:<br>- 1 wellness ball<br>- 2 yoga mats<br>are available.

FIT.036 - A water cooler and glasses/premium quality paper cups and/or chilled local bottled water is provided.

FIT.037 - A selection of whole fresh fruits /dried fruits is available in the Fitness.

FIT.038 - Connectors regularly check and replenish the fruits display.

FIT.041 - If Fitness facility is staffed, the Connector offers at least one personalized fitness advice.

FIT.064 - When saunas/steam rooms are available, chilled water and elegantly presented infused water (with fruits and/or vegetables) are available by the wet rooms.

Do you want to assess the SPA?

SPA.001 - All the treatments are presented and detailed in the Spa Menu. <br>This menu is available in the Room and/or digitally on the Wi-Fi portal or in the AccorHotels application.

SPA.003 - The Spa is open for a minimum of 10 hours a day, 7 days a week or according to local regulations and mix of Guests.

SPA.024 - Upon entering the Spa Guests immediately experience an olfactory sensation.<br>They are figuratively enveloped by the signature scent. <br>Scent is diffused right inside the main entrance/s.

SPA.0275 - Each treatment room is equipped with a Sound System to play relaxing music.

SPA.035 - Upon arrival, the Spa Connector offers the Guest a healthy beverage (e.g.: glass of chilled infused water, tea, fresh lemongrass, etc.)

SPA.061 - In the changing rooms, body lotion, soap, shampoo and conditioner are elegantly presented in design dispensers or individual packaging on vanity and shower areas as appropriate. Preferred brands are:<br>* the brand used in the Spa <br>* C.O.BIGELOW

SPA.070 - When sauna/steam rooms are available, chilled premium spring/mineral water and elegantly presented infused water (with fruits and/or vegetables) are available by the wet rooms.

SPA.101 - The Therapist offers at least 1 personalized advice of well-being. <br>Volume of conversation is adjusted to maintain confidentiality.

SPA.109 - At the end of the session, the Spa Connector offers the Guest a healthy beverage (e.g. glass of infused chilled water, tea, fresh lemongrass, etc.) in the relaxation area.

SPA.110 - Beverage is accompanied by fresh /dried fruits or other healthy snack.<br>

Do you want to assess the CO-MEETING section?

MEE.001 - At a minimum one Connector has been appointed as a Co-Meeting planner.

MEE.025 - Every meeting inquiry is replied within 1 working day. <br>The reply to the Guest/Organizer is intended to include a clear confirmation of availability for capacity/dates requested.

MEE.031 - All proposals are followed up within 2 working days.

MEE.043 - Hotel tours / visits / show around are delivered following the "Performing a Pullman Hotel Tour" Guidelines.

MEE.049 - The day of the event, the organizer is greeted by the Event Manager.<br>A complimentary beverage is offered to the organizer, as a welcome gesture

MEE.054 - The organizer is granted at a minimum a VIP 2 status. <br>His/her room is ready upon arrival and he/she is escorted to the room.

The Event Manager proposes to the organiser to join the Le Club AccorHotels for Meeting Planners.

MEE.063 - Each meeting room is individually named using a visible, professionally designed, clean signage in excellent condition, firmly attached, and hoisted, or by digital signage. <br>Signage conforms to Pullman Visual Identity Guidelines.

MEE.064 - Event names are elegantly displayed on digital signage meeting Pullman Visual Identity Guidelines. <br>Event names are always approved by the organizer.

MEE.086 - Meeting rooms are equipped according to the Luxury & Upscale Guest Technology Standards.

MEE.091 - Meeting rooms include, at a minimum, the following stationery in sufficient quantities:<br>- Pullman pens <br>- Pullman Co-Meeting note pads

MEE.149 - If the hotel is equipped with Business Playground, all standards as per Business Playground Guidelines apply.

MEE.095 - The below equipment is available in or just outside the meeting room:<br>- premium quality kettle/Hot water <br>- high-quality espresso machine <br>- mugs/cups with saucers<br>- spoons<br>- napkins

MEE.096 - The following excellent quality supplies is provided (complimentary or chargeable, according to package/market): <br>- a selection of teas<br>- a selection of premium Arabica Illy coffees <br>- choice of sugar (brown, white & sweetener, at a minimum) <br>- fresh milk (including 1 low-fat option)<br>Quantities are adjusted according to the number of meeting participants.

MEE.107 - The Event Manager verifies satisfaction throughout the day and at the end of the event.

MEE.110 - Meeting room maintenance requests are responded to within 10 minutes .

MEE.141 - If there is a Chill Out Space in the meeting area, it is a welcoming, cosy and comfortable area, accessible by all participants to meetings/events in the Hotel:<br>* Event Connectors are present to welcome and assist Guests<br>* Complimentary business services are available (e.g. printing, scan, copy, etc.)<br>* Complimentary Wi-Fi access is provided for all participants

MEE.160 - If the Hotel joins Meeting 21 program, it is strictly following Meeting 21 Guidelines

MEE.161 - If the Hotel joins Meeting 21 program, Carbon Optimizer is proposed to the Event organizer.

Do you want to assess the CHECK-OUT?

CHO.001 - Fast Check-out: <br>If the Guest has opted-in for the Fast Check-Out, he/she receives an email with the preliminary invoice for his/her stay early on the day of his/her departure.

CHO.002 - Fast Check-out: <br>The Guest who opted-in for Fast Check-out is asked to return his/her keys to the Front desk or any Connector in the lobby at departure. A Key drop box is not allowed.

CHO.003 - Fast Check-out: <br>The Connector who collects the keys enquires if the Guest has checked his/her preliminary invoice, received by email. <br>The Connector explains that the final invoice will be sent by email within a few hours.

CHO.005 - Fast Check-out: <br>The Connector collecting the keys enquires about Guest's stay and verify Guest's satisfaction.

CHO.0185 - Bell service: For departing Guests requesting a luggage pick-up from the room, luggage is picked-up:<br>- within 10 minutes for city/airport hotels <br>- within 15 minutes for resorts.

CHO.024 - Front Desk Connector inquires about Guest's stay and asks open questions.

CHO.038 - For repeat Guests and Le Club Accorhotels members, the Front Desk Connector thanks Guest for his/her loyalty.<br>

CHO.032 - The Front-Desk Connector asks if the Guest prefers the final invoice to be sent by email or to be printed.<br>* by email: the Connector hands Guest the credit card receipt neatly folded.<br>* printed: the Connector inserts all folios and credit card receipt into an envelope handed to the Guest. The envelop meets Pullman Visual Identity Guidelines.

CHO.028 - All invoices are accurate - name, address and amounts - and meet local regulations following Pullman Visual Identity Guidelines.

CHO.039 - For Le Club Accorhotels members the Connector confirms that points will be credited within a week.

Do you want to assess the DEPARTURE section?

CHO.039 - For Le Club Accorhotels members the Connector confirms that points will be credited within a week.

DEP.007 - A Connector assists Guests as they depart by opening and closing doors of the vehicle.

DEP.002 - All departing Guests are acknowledged by Connectors in the Lobby with pleasant eye contact, a warm smile and a fond farewell.

DEP.004 - VIP Guests - at minimum levels 4 and 5 - are escorted to the door by a member of the Management team/Welcomer and wished a warm farewell.

DEP.005 - A Connector is always present and visible at the door to warmly bid farewell to Guests.

DEP.006 - If it is raining, Connectors always use a Pullman umbrella to accompany the Guest from the hotel to the vehicle.

DEP.016 - All Guests are sent the Pullman Trust You Survey (GSS) after their stay.

DEP.0075 - A Connector spontaneously provides assistance with loading luggage into the vehicle.

DEP.015 - Fast Check-Out: The Guest receives the final invoice by email on the same day of departure.

Do you want to assess the HEART-OF-THE-HOUSE section?

HOH.010 - The AccorHotels Values have been rolled out in the hotel. <br>AccorHotels values are visibly displayed in Heart-of-the-House areas.

HOH.011 - Pullman blueprint/brand values are visibly displayed in n Heart-of-the-House areas.<br>

HOH.012 - Connectors are able to name and explain the AccorHotels values and the Pullman blueprint.

HOH.013 - A board is displayed with updated information on AccorHotels and/or the brand.

HOH.016 - The hotel monitors its reputation daily using Voice Of the Guest (VOG) platform.

HOH.017 - The hotel has appointed a full-time Guest Experience Manager/Director.

HOH.018 - Connectors are able to explain what RPS is and why it is important.

HOH.019 - Weekly Reputation Performance Scores (RPS) and Highlights reports are visibly displayed in Heart-of-the-House areas.

HOH.020 - TrustYou dashboard and survey tabs have been configured by the Hotel.

HOH.021 - The hotel focuses on the 6 key levers of its Reputation:<br>* Satisfaction<br>* Volume<br>* Answers<br>* Channels<br>* Competitors<br>* Connectors

HOH.027 - Locker rooms are always clean with a fresh smell, including lockers, vanity, floors, stalls, sinks, soap dispensers, toilets (seats, bases, etc.) and mirrors.

HOH.022 - Guests' feedbacks are reviewed daily and shared with appropriate departments.

HOH.023 - Guest reviews are answered within 24hours.

HOH.024 - Areas for improvement have been identified and action have been defined, with clear responsibilities assigned.

HOH.045 - Connectors restaurant and relaxation area clean and well maintained, with a fresh smell.

HOH.044 - Connectors restaurant and relaxation area are comfortable, conducive for a relaxing moment. Furnishings and fixtures are of good quality.

HOH.048 - TV(s) and computer(s)/tablet(s) with access to AccorLive are available in the Connectors restaurant or the relaxation area.

HOH.070 - The Hotel is training Connectors on Ethics & Eco-Gestures

HOH.072 - Action plan are in place to improve Connectors Engagement, according to the latest Employees Engagement survey results.

HOH.076 - The Hotel has appointed a sustainable development champion

HOH.080 - The Hotel has rolled out the WATCH Program for Child Protection

IT.001 - PMS: the property is using a PMS referenced by AccorHotels

IT.007 - Guest Satisfaction Surveys: the property is using the referenced global tools to track guest satisfaction - TRUST YOU

IT.015 - Revenue Management : the property is using an Accor referenced Revenue Management System - either EZRMS or ARMS.

IT.008 - Reputation Management: the property is using the referenced tool to track reputation performance - TRUST YOU.

IT.009 - Revenue Management : the property is using an Accor referenced Revenue Management System - either EZRMS or ARMS.

IT.085 - A tracking software (e.g. HotSOS) is used to monitor and address all activities and Guest requests. A follow-up with Guests is required to ensure complete satisfaction.