CA_Brand_Standards_Manual

CAMBRIA SUITES S TA N DA R D S M A N UA L Effective February 1, 2009

ALL RIGHTS RESERVED. NEITHER THIS BOOK NOR ANY PART THEREOF MAY BE REPRODUCED WITHOUT WRITTEN PERMISSION OF CHOICE HOTELS INTERNATIONAL, INC.

©2009 Choice Hotels International

050409

C ambria S uites S T andards M anual 2 0 0 9

Preface and Introduction How To Use This Manual Electronically . . . . . . . . . . . . . . . . . . . . . . . . . . . . iv Preface . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . v Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . vii

100 Rules of Operation 101.00 102.00 103.00 104.00 105.00 106.00 107.00 108.00 109.00 110.00 111.00 112.00

Universal Service Standards . . . . . . . . . . . . . . . . . . . . . . . . . 100-1 Organizational Management and Training . . . . . . . . . . . . . . 100-10 Quality Assurance . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 100-16 Safety, Security & Risk Control . . . . . . . . . . . . . . . . . . . . . . 100-22 Universal Facility Standards . . . . . . . . . . . . . . . . . . . . . . . 100-27 Housekeeping & Maintenance Services . . . . . . . . . . . . . . . . 100-38 Refresh Center . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 100-60 Reception Desk . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 100-66 Rate Strategy & Reservations . . . . . . . . . . . . . . . . . . . . . . . 100-74 Transportation Services . . . . . . . . . . . . . . . . . . . . . . . . . . . 100-80 Universal Food & Beverage Standards . . . . . . . . . . . . . . . . . 100-82 Banquets and Meetings . . . . . . . . . . . . . . . . . . . . . . . . . . . 100-90

200 Marketing and Brand Identity 201.00 202.00 203.00 204.00 205.00

Marketing Programs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 200-1 Brand Identity . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 200-6 Signage . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 200-12 Vehicle Graphic Standards . . . . . . . . . . . . . . . . . . . . . . . . . 200-19 Compliance . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 200-20

300 Information Technology and Telecommunications 301.00 302.00 303.00 304.00 305.00

Property Management Systems . . . . . . . . . . . . . . . . . . . . . . . 300-1 High-Speed Internet Access (HSIA) . . . . . . . . . . . . . . . . . . . 300-3 Voice, Data and Video Cabling Infrastructure . . . . . . . . . . . . 300-8 DMX MUSIC Distributed Audio Standards . . . . . . . . . . . . . . . 300-11 Telecommunications . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 300-13

C A mbria S uites | E ffective F ebruary 1 , 2 0 0 9

ii


400 Architecture and Engineering 401.00 402.00 403.00 404.00 405.00 406.00 407.00 408.00 409.00 410.00 411.00 412.00 413.00 414.00 415.00 416.00

Architecture & Engineering Abbreviations . . . . . . . . . . . . . . . . . . v General Site . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 400-1 Welcome Areas . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 400-11 “Reflect” Public Food Service . . . . . . . . . . . . . . . . . . . . . . . 400-19 Meeting Spaces . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 400-24 Public Circulation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 400-27 Guest Services Areas . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 400-30 “Refresh” Recreation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 400-33 Guest Suite . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 400-39 Guest Bath . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 400-43 Administration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 400-46 Back of House Food Service . . . . . . . . . . . . . . . . . . . . . . . . 400-51 Housekeeping . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 400-52 Back of House Circulation . . . . . . . . . . . . . . . . . . . . . . . . . 400-55 Engineering . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 400-56 System Information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 400-60 Project and Construction Management . . . . . . . . . . . . . . . . 400-65

500 Interior Design 501.00 502.00 503.00 504.00 505.00 506.00 507.00 508.00 509.00 510.00 511.00 512.00 513.00 514.00 515.00

Interior Design Process . . . . . . . . . . . . . . . . . . . . . . . . . . . . 500-1 Welcome Areas . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 500-2 “Reflect” Public Food Service . . . . . . . . . . . . . . . . . . . . . . . . 500-8 Meeting Space . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 500-11 Public Space Circulation . . . . . . . . . . . . . . . . . . . . . . . . . . 500-13 Guest Services . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 500-16 “Refresh” Recreation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 500-17 Public Space Finish Standards . . . . . . . . . . . . . . . . . . . . . . 500-20 Guest Suite . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 500-28 Guest Bath . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 500-35 Guest Suite/Bath FF&E . . . . . . . . . . . . . . . . . . . . . . . . . . . . 500-38 Back of House Administration . . . . . . . . . . . . . . . . . . . . . . 500-39 Back of House Food Service . . . . . . . . . . . . . . . . . . . . . . . . 500-42 Back of House Housekeeping . . . . . . . . . . . . . . . . . . . . . . . 500-43 Back of House Finish Standards . . . . . . . . . . . . . . . . . . . . . 500-44

Index


iii

S TA N DA R D S M A N UA L

USING THE MANUAL

How To Use This Manual Electronically This manual has been designed to be accessed electronically and has several interactive features for your convenience and ease of use. For the best results, please make note of the following:

• The minimum software requirement for reading and accessing this PDF file with all the available tools is Adobe Acrobat 7 Reader; Acrobat Reader 8 is recommended. To download the free latest version, visit www.adobe.com. • Download the manual completely before attempting to print. If you plan to reference the manual frequently, it is faster and more convenient to access it from your hard drive. • There is an interactive Table of Contents, which you will notice down the left side of your screen. You may use the interactive Table of Contents, or refer to the main Table of Contents page at the beginning of the manual. To move your cursor to a particular section within the manual quickly, simply click on the desired section on the interactive Table of Contents or on the main Table of Contents page. • In Acrobat 7: To search for a particular word or phrase in the manual, click on the binoculars icon at the top of each page. A box will appear asking you for which word or phrase you would like to search. After typing in the word or phrase (i.e., “smoking”) you will be asked, “Where would you like to search?” and be given the options of “In the current PDF document” or “All PDF documents in (options for your computer).” To further aid you in your search, you will also be given the option to select “whole words only,” “case-sensitive,” “include bookmarks,” and “include comments.” Results will appear with the searched word or phrase highlighted in each sentence in which they appear in the document. Move your cursor over each sentence to see the page where it appears. The actual page itself appears in the middle column of your screen. There are also advanced search options that may be accessed. • In Acrobat 8: To search for a particular word or phrase in the manual, type what you’d like to search in the “Find” field in the menu bar at the top of each page, then press the “Enter” key. Continue searching by clicking the page “Forward” or “Backward” icons to the right of the find field to see the next instance. To narrow your search or used advanced features, use the drop-down box in the Find field. • Another useful feature is the zoom in and zoom out option, which appears on the toolbar as “-“and “+” icons. These options let you customize the size of the page to fit your screen. If you have any questions about this electronic version or about the content of this manual, please contact Senior Director, Cambria Suites Brand Management: Choice Hotels International 10720 Columbia Pike Silver Spring, MD 20901 Tel: (301) 592-6100


iv


P reface

Preface General The Cambria Suites Rules & Regulations Manual (“Standards Manual”) has been developed to provide the Licensee with the required minimum standards, procedures, rules, regulations, policies and techniques of the Cambria Suites® hotel system. These requirements are subject to change, amendment or supplement periodically by Choice Hotels International (“Choice”). Choice Hotels International has the responsibility to ensure compliance with, and the authority to grant exceptions to the standards as it deems appropriate and in the best interest of the Cambria Suites hotel system. To achieve and maintain high standards of quality, service and associated goodwill for the Cambria Suites hotel system, it will be essential that the Licensee adhere strictly to all elements of the Cambria Suites hotel system including, without limitation, the Standards Manual and the license agreement. The Licensee must comply with and maintain the standards at a level equal to or greater than the requirements set out in the Standards Manual. Violation of any of these standards by the Licensee could be deemed a substantial and material violation or default of the license agreement, and it would be the responsibility of Choice Hotels International to take the necessary action to protect the integrity of the Cambria Suites hotel system. Code Compliance Throughout these Rules & Regulations, there are obligations on Licensees to comply with all applicable laws, regulations and codes, such as life safety, building, and health codes. It is not within the scope of reviews/inspections of hotels by Choice Hotels International to determine the Licensees’ compliance with such laws, regulations and codes, nor does Choice have the knowledge or expertise to make such determinations. Choice relies solely on representations from Licensees that their hotels are in compliance. Ownership This document is the property of Choice Hotels International and must be surrendered to Choice Hotels International upon request. Interpretation Questions regarding the contents of these Rules & Regulations should be directed to the Cambria Suites Brand Management department at Choice Hotels International. Improper interpretation on the part of the user will not be considered as an acceptable reason for noncompliance. Revisions Amendments or revisions to the Rules & Regulations must be incorporated into this Manual upon receipt from Choice Hotels International. Superseded pages should be removed and discarded when so advised by Choice Hotels International.


v


P reface

Corrections, Additions and Deletions Suggested revisions to the Rules & Regulations are encouraged from Licensees and General Managers and will be considered. All such suggestions must be submitted in writing to the Cambria Suites Brand Management Department at Choice Hotels International. ALL RIGHTS RESERVED. NEITHER THIS BOOK NOR ANY PART THEREOF MAY BE REPRODUCED WITHOUT WRITTEN PERMISSION OF CHOICE HOTELS INTERNATIONAL, INC.


vi


INTRODUCTION

Introduction Cambria Suites by Choice Hotels…Where Style & Lifestyle Meet The Cambria Suites is an upscale, select service, all-suite brand that competes directly with the premier brands at the lower upscale market. All aspects of the Cambria Suites hotel have been designed to take advantage of new trends in lodging, reflecting the expectations of guests who want to carry their lifestyle with them when they travel. Offering the latest technology surrounded by a sophisticated, contemporary design that is both stylish and comfortable creating the ideal combination of form and function. The design is just the starting point for Cambria Suites. The experience is enhanced. The high quality of guest service is the most important factor that makes our guest’s experience memorable and makes up a large part of what makes Cambria Suites a premier brand. The experience is further enhanced by the high quality amenities as well as Food & Beverage options such as the state-of-the-art fitness center, Bath & Body Works personal bath amenities and Wolfgang Puck barista bar.

The reliability and consistency of the Cambria Suites hotel system to deliver a strong product combined with high-quality services and amenities will be maintained by the use of standards captured in this Rules & Regulations Manual. This Standards Manual, which is a fluid document that evolves with the brand, has been designed to establish the minimum requirements for the construction, furnishing and operation of a Cambria Suites Hotel. Choice Hotels International provides the Rules & Regulations Manual for your use and reference during the term of your license agreement. Periodic inspections of the hotels in the system will be conducted to ensure compliance with the terms and standards set forth in this Manual. By working together, the Cambria Suites brand will be able to not only compete but lead the way which others will follow. About This Manual

This Manual has been designed to be user friendly, making it easy for you to find what you need when you need it, and to reflect the overall direction of the brand. To accomplish this, we have organized the Manual into five sections each representing the major functional areas: • • • • •

Rules of Operation Marketing & Brand Identity Standards Information Technology & Telecommunications Standards Architecture & Engineering Standards Interior Design Standards

Each section begins with a table of contents for a quick reference.


vii


INTRODUCTION

When searching for a specific item, first identify the topic to which that item is related. For example, if you wish to know if a complimentary newspaper is required, you would first determine that you are asking a hotel operations question. Then you would consult the Rules of Operation section’s Table of Contents to determine on what page your information resides.

As many regulations affect other standards, we have included cross-references to those related sections throughout this Standards Manual when appropriate. This will ensure that you will have complete information on any topic. Contacts In order to assist you with questions that you may have as you use this Standards Manual, please contact the Senior Director, Cambria Suites Brand Management at the address listed below: Choice Hotels International 10720 Columbia Pike Silver Spring, MD 20901 Tel: (301) 592-6100

Additional contact information is provided within each section where necessary. For all other questions, contact your Hotel Performance Support Director.


viii

100 R U L E S O F O P E R AT I O N


020909


100 Rules of Operation 101.00

Universal Service Standards . . . . . . . . . . . . . . . . . . . . . . . . . 100-1 101.01 101.02 101.03 101.04 101.05 101.06 101.07 101.08 101.09 101.10 101.11 101.12 101.13 101.14 101.15

102.00

100-1 100-2 100-2 100-2 100-3 100-4 100-4 100-6 100-6 100-6 100-7 100-7 100-8 100-9 100-9

Organizational Management and Training . . . . . . . . . . . . . . 100-10 102.01 102.02 102.03 102.04 102.05 102.06 102.07 102.08 102.09 102.10

103.00

Cambria Style – Passionate Service . . . . . . . . . . . . . . . . . . . . Teamwork . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Written Communications . . . . . . . . . . . . . . . . . . . . . . . . . . . Telephone Etiquette . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Guest Messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Wake-up Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Cambria Pledge – Unconditional Guest Satisfaction Guarantee . Problem Logging . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Providing Guest Suite Services . . . . . . . . . . . . . . . . . . . . . . . Special Needs ADA Compliance . . . . . . . . . . . . . . . . . . . . . . Pet Policy/Accommodating Service Animals . . . . . . . . . . . . . . In Room Television Channel Selection . . . . . . . . . . . . . . . . . . Guest Service Directory . . . . . . . . . . . . . . . . . . . . . . . . . . . Comment Card . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Solicitation of Tips . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

Professional Employee Appearance and Grooming . . . . . . . . General Training, Knowledge and Expertise . . . . . . . . . . . . . Manager on Duty Program Requirements . . . . . . . . . . . . . . . Reception Desk/Guest Service Team Members Training . . . . . . Food & Beverage Team Member Training . . . . . . . . . . . . . . . Owner’s Awareness Workshop . . . . . . . . . . . . . . . . . . . . . . . General Manager Training . . . . . . . . . . . . . . . . . . . . . . . . . Director of Sales Training . . . . . . . . . . . . . . . . . . . . . . . . . Documentation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Convention & Regional Meetings . . . . . . . . . . . . . . . . . . .

100-11 100-12 100-13 100-13 100-13 100-14 100-14 100-15 100-15 100-15

Quality Assurance . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 100-16 103.01 Hotel Opening Staff Pre-requisites and Brand Training Certification . . . . . . . . . . . . . . . . . . . . . . . 103.02 Operations/Physical Plant Pre-requisites Prior to Opening . . . 103.03 Total Quality Ranking Measure . . . . . . . . . . . . . . . . . . . . . . 103.04 Reviews and Inspections . . . . . . . . . . . . . . . . . . . . . . . . . 103.05 Brand Standards Compliance Program . . . . . . . . . . . . . . . . . 103.06 Failed Inspections . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 103.07 De-Identification . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 103.08 Brand Standards Waiver Requests . . . . . . . . . . . . . . . . . . . .


100-16 100-17 100-18 100-19 100-19 100-20 100-21 100-21

100-ii


104.00

Safety, Security & Risk Control . . . . . . . . . . . . . . . . . . . . . . 100-22 104.01 104.02 104.03 104.04 104.05 104.06 104.07 104.08 104.09 104.10 104.11

105.00

100-22 100-22 100-23 100-23 100-23 100-23 100-24 100-24 100-24 100-24 100-25

Universal Facility Standards . . . . . . . . . . . . . . . . . . . . . . . 100-27 105.01 105.02 105.03 105.04 105.05 105.06 105.07 105.08 105.09 105.10 105.11

106.00

Life Safety Systems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Electronic Lock System . . . . . . . . . . . . . . . . . . . . . . . . . . . Entry Door Accessories . . . . . . . . . . . . . . . . . . . . . . . . . . . Keycards . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Keycard/Registration Racks . . . . . . . . . . . . . . . . . . . . . . . . Safe Deposit Boxes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . In-Room Safes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Reception Desk Entry . . . . . . . . . . . . . . . . . . . . . . . . . . . . Incident Response and Reporting . . . . . . . . . . . . . . . . . . . . Emergency Telephone Number List . . . . . . . . . . . . . . . . . . . Required Insurance Coverage . . . . . . . . . . . . . . . . . . . . . . .

Employee Accountability . . . . . . . . . . . . . . . . . . . . . . . . . Exterior Environment . . . . . . . . . . . . . . . . . . . . . . . . . . . . Exterior Signs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Flags . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Smoke Free Interior Environment . . . . . . . . . . . . . . . . . . . . Interior Cleanliness & Maintenance . . . . . . . . . . . . . . . . . . Lobby Area and Interior . . . . . . . . . . . . . . . . . . . . . . . . . . Energy Management Systems . . . . . . . . . . . . . . . . . . . . . . . Scent Program . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Lights, Light Fixtures & Lighting Levels . . . . . . . . . . . . . . . On Property . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

100-27 100-27 100-28 100-28 100-29 100-29 100-30 100-34 100-34 100-35 100-37

Housekeeping & Maintenance Services . . . . . . . . . . . . . . . . 100-38 106.01 106.02 106.03 106.04 106.05 106.06 106.07 106.08 106.09 106.10 106.11 106.12 106.13 106.14 106.15 106.16

General Housekeeping Services . . . . . . . . . . . . . . . . . . . . . Do Not Disturb Services . . . . . . . . . . . . . . . . . . . . . . . . . . Supplemental Suite Equipment . . . . . . . . . . . . . . . . . . . . . Infant Supplies . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Rollaway Beds . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Lost and Found Services . . . . . . . . . . . . . . . . . . . . . . . . . . Preventive Maintenance and General Maintenance . . . . . . . . Laundry and Dry Cleaning Same-Day Service . . . . . . . . . . . . Deep Cleaning . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Air Quality and HVAC . . . . . . . . . . . . . . . . . . . . . . . . . . . . Lighting Levels and Fixtures . . . . . . . . . . . . . . . . . . . . . . . Floors and Floor Coverings . . . . . . . . . . . . . . . . . . . . . . . . Walls, Wall Coverings, Wall Bases, Ceilings and Vents . . . . . . Windows and Window Coverings . . . . . . . . . . . . . . . . . . . . . Furnishing Arrangement and Condition . . . . . . . . . . . . . . . . Guest Suite Amenities, Linen & Supplies . . . . . . . . . . . . . . .


100-38 100-40 100-40 100-40 100-41 100-41 100-41 100-42 100-43 100-43 100-44 100-44 100-44 100-44 100-44 100-45

100-iii


106.17 106.18 106.19 106.20 106.21 106.22

107.00

100-49 100-55 100-57 100-57 100-59 100-59

Refresh Center . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 100-60 107.01 107.02 107.03 107.04 107.05 107.06 107.07 107.08 107.09

108.00

Guest Suite Linen & Bedding . . . . . . . . . . . . . . . . . . . . . . Guest Bath Amenities & Supplies . . . . . . . . . . . . . . . . . . . . Bathroom Amenities . . . . . . . . . . . . . . . . . . . . . . . . . . . . Guest Bath Terry & Softgoods . . . . . . . . . . . . . . . . . . . . . . Bathroom Cleanliness and Condition . . . . . . . . . . . . . . . . . Hot Water . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

Hours of Operation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Signage . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Emergency Telephones . . . . . . . . . . . . . . . . . . . . . . . . . . . Facility and Equipment Maintenance . . . . . . . . . . . . . . . . . Fitness Center Cleanliness and Condition . . . . . . . . . . . . . . . Fitness Center Equipment . . . . . . . . . . . . . . . . . . . . . . . . . Pool Cleanliness and Condition . . . . . . . . . . . . . . . . . . . . . Pool Towels . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Pool Safety . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

100-60 100-60 100-60 100-61 100-61 100-61 100-64 100-65 100-65

Reception Desk . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 100-66 108.01 108.02 108.03 108.04 108.05 108.06 108.07 108.08 108.09 108.10 108.11 108.12 108.13 108.14 108.15 108.16 108.17 108.18 108.19

Reception Desk Appearance . . . . . . . . . . . . . . . . . . . . . . . 100-66 Reception Desk Staffing . . . . . . . . . . . . . . . . . . . . . . . . . . 100-66 Local Area Maps & Directions . . . . . . . . . . . . . . . . . . . . . . 100-67 Check-in and Check-out Times . . . . . . . . . . . . . . . . . . . . . . 100-67 Guest Suite Number Privacy . . . . . . . . . . . . . . . . . . . . . . . 100-67 Registration Information Verification and Traditional Check-in Services . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 100-67 Registration – Choice Privileges® Express Check-in . . . . . . . . 100-68 Reception Desk Arrival Welcome Call . . . . . . . . . . . . . . . . . 100-69 Luggage Carts and Luggage Storage . . . . . . . . . . . . . . . . . . 100-69 Luggage Claim Checks . . . . . . . . . . . . . . . . . . . . . . . . . . . 100-70 Complimentary Daily Newspapers . . . . . . . . . . . . . . . . . . . . 100-70 Umbrellas . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 100-70 Facsimile Machine . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 100-70 Amenities and Supplies Available at the Reception Desk . . . . 100-71 Equipment for Disabled Guests . . . . . . . . . . . . . . . . . . . . . 100-71 Guest Requests . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 100-71 Refill Convenience Store-Retail Services and Sundry Products 100-72 Traditional and Express Check-Out Services . . . . . . . . . . . . . 100-72 Support Team Complimentary Accommodations . . . . . . . . . . 100-73


100-iv


109.00

Rate Strategy & Reservations . . . . . . . . . . . . . . . . . . . . . . . 100-74 109.01 109.02 109.03 109.04 109.05 109.06 109.07 109.08

110.00

Airport Designation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Courtesy Vehicles . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Driver Licensing and Local Regulations . . . . . . . . . . . . . . . . Driver Services . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

100-80 100-80 100-81 100-81

Universal Food & Beverage Standards . . . . . . . . . . . . . . . . . 100-82 111.01 111.02 111.03 111.04 111.05 111.06 111.07

112.00

100-74 100-75 100-77 100-77 100-77 100-78 100-78 100-79

Transportation Services . . . . . . . . . . . . . . . . . . . . . . . . . . . 100-80 110.01 110.02 110.03 110.04

111.00

Rate Structure . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Reservations Hours, 800 Number and Waiting Queues . . . . . . Property Information Loaded in CRS . . . . . . . . . . . . . . . . . . Cancellation of Reservations . . . . . . . . . . . . . . . . . . . . . . . Honoring Confirmed Reservation Rates and Suite Types . . . . . Cambria Relocation Policy . . . . . . . . . . . . . . . . . . . . . . . . Choice Employee Rate . . . . . . . . . . . . . . . . . . . . . . . . . . . Fees & Commissions . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

General Requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . Food & Beverage Preparation . . . . . . . . . . . . . . . . . . . . . . Hours of Operation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Reflect Dining . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Barista Bar/Beverage Service Operations . . . . . . . . . . . . . . . Suite Service (Room Service) . . . . . . . . . . . . . . . . . . . . . . . Refill Convenience Store & Grab ‘n Go Menu Selections . . . . .

100-82 100-84 100-85 100-86 100-87 100-88 100-89

Banquets and Meetings . . . . . . . . . . . . . . . . . . . . . . . . . . . 100-90 112.01 Room Signage and Names . . . . . . . . . . . . . . . . . . . . . . . . . 112.02 Meeting/Banquet Management . . . . . . . . . . . . . . . . . . . . . 112.03 Meeting & Board Room General Condition, Readiness and Maintenance . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 112.04 Room Security . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 112.05 Amenities . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 112.06 Meeting Planner Kit . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 112.07 Board Room Audio/Visual Equipment . . . . . . . . . . . . . . . . . 112.08 Meeting Room Audio/Visual Equipment . . . . . . . . . . . . . . . . 112.09 Audio Visual Technician Services . . . . . . . . . . . . . . . . . . . . 112.10 Break Station Setting and Condition . . . . . . . . . . . . . . . . . . 112.11 Break Station Product Offerings . . . . . . . . . . . . . . . . . . . . 112.12 Banquet Table Settings . . . . . . . . . . . . . . . . . . . . . . . . . . 112.13 Meal Service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .


100-90 100-90 100-91 100-92 100-92 100-92 100-93 100-93 100-94 100-94 100-94 100-95 100-95

100-v

R ules O F O P E R A T I O N

U niversal service

101

101.00 Universal Service Standards At Cambria Suites, we strive to set ourselves apart from our competition by offering consistently outstanding service to all our guests. Because Cambria Suites competes in the upscale lodging segment, our guests expect upscale service. In fact, you might say that service is our most important amenity. Without professional, enthusiastic, attentive service, the other qualities of Cambria Suites hotels would be greatly diminished. It is always more costly to acquire new guests than to meet and exceed the expectations of current guests.

101.01 Cambria Style – Passionate Service • Every team member in every position of the hotel is to be empowered by hotel management to ensure every guest is 100% satisfied with their experience or give them their night’s stay free. • Every team member is to take personal responsibility to ensure they are aware of and act upon guests’ cues to anticipate their needs and customize services accordingly. • Every team member is to acknowledge all approaching people (EVERYONE—guests, passers-by and team members alike) within fifteen (15) feet and provide an appropriate verbal greeting within ten (10) feet. • If a team member is in a conversation with a guest, the team member should still acknowledge approaching guests immediately with eye contact and a smile and provide assurances to the guest that service is forthcoming. • Team members must use our guests’ names to create a sense of welcome and to establish a one-on-one connection whenever possible. • Staff should use techniques to discover our guests’ names when not known (e.g., introducing one’s self, asking politely for the guest’s name, using credit cards, calling name display telephones, etc.) • Team members are to be consistently friendly, helpful, enthusiastic, sincere and approachable. They are to demonstrate an attentive posture, positive body language and a readiness to provide service. • Team members should always face the person to whom they are speaking and use a clear and polite speaking voice. • The use of personal pagers, cell phones and other telecommunication devices are not permitted in public areas or in the presence of guests. Any telecommunication devices (pagers, cell phones, etc.) used for hotel business must be in silent/vibrate mode or used with an earpiece. • Employees are expected to learn and deliver guest preferences. • Employees must be prepared to provide clear directions to guests to areas within the property and escort the guest to those areas.


100-1


U niversal service

101

• A professionally produced property map showing locations of guest suites, event space, Reflect food and beverage areas, Refresh fitness center, Refill sundry shop, elevators, stairs, vending, etc., must be available and provided to guests requesting directions. • All administrative voice mail is to be checked throughout each day and messages promptly returned but under no circumstances should the calls be returned any later than by the end of the next calendar day. 101.02 Teamwork To provide a truly outstanding experience for our guests, teamwork is critical. Each team member is to demonstrate teamwork during interactions with other employees by: • Planning for action and sharing information with co-workers. • Asking for help and proactively offering to help other employees when there is a need. 101.03 Written Communications • All guest communication including complaints, compliments and inquiries should always be responded to immediately but no later than the end of the next business day. • Team members are expected to convey accurate information and use professional language with the appropriate tone, grammar and spelling in all written communication. • Team members should compose short and informative emails with clear subject lines and use proper email etiquette and signatures. 101.04 Telephone Etiquette The telephone is one of the main forms of communication between guests and Cambria employees. It is imperative that all telephone calls with potential and current guests be handled with professional, attentive, personal service. Answering Cambria staff should take ownership of each guest telephone call to ensure that calls are handled efficiently and effectively. Employees must always project a positive, professional and courteous image when answering telephone calls by: • Answering all calls within three rings with a smile in their voice. • Hotels should have staff answer the phone the same way. Differentiate your hotel’s service by creating a standard friendly greeting for your hotel and making sure it is used. • A standard greeting would include: - An appropriate time of day salutation. - Stating your name and identifying the hotel (for outside calls) or the department (for inside calls). • Greeting callers by name (when the name is known). • Making the caller their first priority, not other activities or people. • Practicing active listening skills and responding by acknowledging, “Yes,” “I see,” “Absolutely,” “I understand” and similar rather than “Uh-huh,” and “Yeah.” • Using the guest’s name throughout the conversation.


100-2


U niversal service

101

• Thanking the caller for his/her interest after the call. • Always allowing the caller to hang up first. When placing callers on hold, a positive, professional and courteous image must be projected by: • Always asking the caller’s permission and waiting for a response prior to placing the caller on hold. Upon returning to the line, begin the conversation by thanking them for holding. • Never placing a caller on hold for longer than one minute without updating the caller. If the guest is required to wait for more than three minutes, offer a return call noting the information on a reservation callback form (if appropriate). When transferring a caller, a positive, professional and courteous image must be projected by: • Never screening (asking for the caller’s name) telephone calls received at the switchboard. • Explaining that the call will be transferred • Announcing a call transfer to the receiving party if the guest’s name is known (though calls should never be screened) or has been provided (unless the caller is advised of voice mail). • Communicating the necessary details to the receiving party so he/she is able to provide customized services and the caller does not have to explain the request again. Suite Number Security over the Telephone • Callers who request connection to a suite number only are asked the name of the party they are calling. • Employees connecting the call verify that the named individual is registered in the suite before connecting the call. • To maintain guest security, employees never, under any circumstance, provide a guest’s name or suite number to a caller. 101.05 Guest Messages Property Guest • Guest messages not directed to voice mail are entered into the Property Management System (PMS). Messages taken for guests include date, time, caller’s full name, caller’s telephone number, name of company, and message. The message should be marked if urgent and with the initials of the person taking the message. • Employees taking messages should repeat the message and call back number to the caller to ensure accuracy. • The guest suite message lamp must be immediately deactivated after messages have been picked up via voice mail or by phone. Event Guest • Employees place messages in an envelope with the guest’s name clearly indicated. • If the guest is attending an event at the property, the message is delivered to the meeting room or other designated area (during normal business hours) within 15 minutes of the call.


100-3


U niversal service

101

• Messages for event guests received outside of event hours are held at the Reception Desk. 101.06 Wake-up Calls • At the time of the request, the employee uses the guest’s name and confirms the suite number and the time to place the wake-up call. • Employees should offer a second wake-up call to be placed fifteen minutes after the first. • Wake-up calls must be received within five minutes of the requested time. • A system must be maintained to accurately track wake-up calls. • If an automated wake-up call is used, soothing music and a greeting must be provided at a minimum. • If a wake-up call is unanswered, another call is attempted by an employee, who documents the time and guest name. 101.07 Cambria Pledge – Unconditional Guest Satisfaction Guarantee • Employees must understand and follow the Cambria Pledge – Unconditional Satisfaction Guarantee: “We want you to feel great about your experience so you’ll come back. If you aren’t totally satisfied with any part of your visit at Cambria Suites, your night’s stay is on us. Plain and Simple.” • Each Cambria Suites property is required to fully comply with all aspects of the Cambria Unconditional Guest Satisfaction Guarantee Program. This includes the satisfactory servicing of all guests, prompt resolution of guest complaints, prominent display of collateral material, the timely submission of required tracking reports, prompt submission of reimbursements/refunds and payment of intervention fees. • Every hotel employee must be trained on the importance of guest satisfaction by using the materials provided by Cambria Suites. The Cambria Pledge training must be completed within 14 days of employment at the hotel. • Each hotel team member must be empowered to action the guarantee when needed and all hotel team members must have the authority to deliver the guarantee without requiring additional management approval. • The guarantee applies to the entire suites inventory and all guests, with the exception of those who have been identified by Choice Hotels International as likely to fraudulently invoke the guarantee. • The program applies to suites on an individual basis; there are no exceptions permitted for special rate programs and package plans. • The hotel should first attempt to resolve any guest complaints at the hotel level. If a guest contacts the Customer Relations Department (CRD) with a complaint, it will either be referred to the hotel for resolution or will be resolved immediately by the Customer Relations Representative. Any complaints referred back to the hotel must be resolved to the guest’s satisfaction within 48 hours of notification. • The property must provide Choice Hotels International with the complaint resolution details via administrative message (destination code: GRSRC) within the same forty-eight hour period. The guest’s name and Comment Identification number must be included in the administrative message. CRD will use this information to support the property in the case that a guest calls Choice Hotels International back again regarding the complaint.


100-4


U niversal service

101

• If the problem is not resolved within this time frame or if Customer Relations intervention is required to resolve the complaint to the guest’s satisfaction, the hotel will be charged an intervention fee, in addition to any cash refunds or complimentary stay vouchers issued to ensure/promote total guest satisfaction. • The CRD reserves the right to automatically resolve guest complaints to the satisfaction of the guest and will bill the hotel franchisee accordingly if any of the following has occurred: - Guest received no response at all from hotel management. - Response was unsatisfactory to the guest and/or was received late (anytime after the 48 hour period has elapsed). - Hotel management accepted no or partial responsibility for a problem when it was clearly in the wrong, does not comply as agreed when mediating with CRD and/or fails to assist CRD when requested. • Should hotel management wish to appeal a CRD decision regarding their guest’s complaint, a member of the Cambria Suites Brand Management Team will be available to review the case and discuss it with them. • When Customer Relations issues a refund or complimentary voucher, the hotel responsible for the complaint will be responsible for the cost of these refunds/complimentary vouchers and will be invoiced accordingly. • In certain circumstances, and in the interest of maintaining the excellent reputation of all Cambria Suites hotels, CRD reserves the right to issue a refund or a cash value coupon (CVC) as a gesture of goodwill to the guest, at no charge to the franchisee. • In the case of either late or no response from the hotel management, CRD will add the notation of “unresponsive hotel” to their property records. In the event that any Cambria Suites property accumulates six (6) “unresponsive hotel” complaints in a 12-month period, that hotel will be considered to be in serious violation of brand standards and will be forwarded to the Cambria Suites QA Committee for possible default and termination. • All guest complaints, compliments and inquiries received in a written form via letter, comment card or email must be responded to in writing no later than one business day from receipt. If received via email, response may also be via email. All other written responses must be typed or computer generated on the hotel letterhead and written in a professional manner. If it was a complaint or concern, a thank you should be included in the response to the guest for bringing the matter to your attention. Even if the guest requested to be contacted by phone, the hotel should follow up the returned phone call with a brief note in writing. • A copy of all responses must be maintained on property for one full calendar year from the date of the original complaint, and must be available for review upon request by an authorized agent of Choice Hotels International. • It is important for team members to understand that the Cambria Pledge program is not simply a “money back” program, but rather a set of standards intended to help prevent problems from the onset and to provide steps for quick problem resolution. • Cambria Pledge Invocation (CPI) report must be completed for each guarantee invoked. Ensure that CPI Report information is transmitted to the Choice Hotels corporate office during each night’s audit. • Maintain on property a Cambria Pledge Invocation Report file, which must include copies of completed CPI reports and back-up documentation, and any other pertinent information related to the Cambria Pledge.


100-5


U niversal service

101

• The Cambria Pledge must be displayed in all guest suites on the appropriate collateral as specified by the Cambria Suites Brand Management. Team members should use the Cambria total guest satisfaction techniques to assist guests at all times and resolve any issues. 101.08 Problem Logging • Guest comments, complaints, service issues and resolutions must be logged, reviewed and addressed to improve service. • After a problem has been resolved, procedures must be reviewed and amended to avoid future occurrences of the same problem. Initiatives must be developed that will solve, anticipate or avoid future problems. 101.09 Providing Guest Suite Services When providing guest suite services, (e.g. cleaning, maintenance, delivery of packages, laundry, pillows, etc.), employees must: • Respond to all requests within 15 minutes or less. • Proceed to the suite with knowledge of the guest’s name. • Be positioned in front of the security viewer and ensuring that their nametag is visible. • Knock on the door and announce their department unless of course a “do not disturb” sign is displayed. Allow the guest 20 to 30 seconds to respond. When the guest opens the door, offer an appropriate time of day greeting using the guest’s name such as, “Good morning (afternoon, evening) Mr. (guest name),” and provide your name and the reason for your visit. Ask, “Is this a convenient time?” If it is convenient, proceed with the service. If not, ask the guest when it would be convenient and return at that time.

If the guest does not answer after 20 to 30 seconds, the team member should knock again and announce their department through the closed door. If still no answer, unlock the door and open it enough to announce their department again. If no response, block the door open and proceed with the delivery, service, repair or replacement.

• Always secure the guest suite door upon departure. 101.10 Special Needs ADA Compliance Each property is required to have available, at a minimum, the following ADA compliance devices: • Two Alert Master devices

An Alert Master serves four functions—A visual notification (flashes a lamp) and a bed shaker which responds to a phone ringing, alarm clock, door knock or emergency alarm.

• Two TDD/TTY devices • Two visual smoke detectors • Two telephone amplifiers


100-6


U niversal service

101

All Cambria Suites properties are to be compatible with all aspects of the Americans with Disabilities Act (ADA). It is important to obtain current requirements, as the ADA may change. For further information, please contact the ADA via telephone at 1-800-514-0301, 1-800-514-0383 (TTY) or online at www.ada.gov. 101.11 Pet Policy/Accommodating Service Animals Pets are not permitted at any Cambria Suites. Travel/assistance animals, as designated by ADA, such as seeing eye dogs, are not considered pets and must be accommodated. 101.12 In Room Television Channel Selection • A minimum of forty (40) free-to-guest channels must be provided to guests in all suites. Any hotel channel, TV Guide channel or similar hotel or TV information channel may not be counted toward the minimum 40 channel requirement. See specific requirements below. All channels received must be preset and appropriately identified. All other channels must be locked off. • At a minimum, all local network channels, premium channel(s) and sports channel(s) must be received in HD if available. Pay-for-view movies are not required or recommended. In the event the hotel uses any pay-for-view system, the system must be interfaced with the property management system to ensure automatic posting of charges. Recommendation: 50+ channels using cable or satellite TV. (See next page for minimum channel requirements list)


100-7

U niversal service


101

Minimum Channel Requirements

News

Entertainment

Movies

Kid Friendly

Sports

International

Minimum Required

Network

Select required number of channels from each list:

All*

3

14

1*

1

2*

1

ABC

CNN Headline News

USA

HBO

Disney

ESPN

Telefutura

CBS

CNBC

TNT

Showtime

ABC Family

ESPN2

Univision

NBC

MSNBC

TBS

Starz

Nick

ESPN Classic

Telemundo

Fox

CNN

Spike

Cinemax

TVLand

Fox Sports

PBS

Fox News

LIFE

The Movie Channel

The Weather Channel

FX WGN History Discovery A&E HGTV TLC Travel AMC TMC Comedy Central SCI-FI BIO Food Network MTV VH-1 CMT GAC Bravo

* must be in HD 101.13 Guest Service Directory Each guest suite must be equipped with a professionally prepared and designed directory of all guest services, meeting Cambria specifications. A brand-specified Guest Service Directory (GSD) binder must be used. No outside advertising is allowed in the directory. The GSD must follow the content and design template available provided on www. choicemarkit.com.


100-8


U niversal service

101

101.14 Comment Card Face-to-face communication is always the preferred method of communication as it is much more personal and reflective of the general style of Cambria. In keeping with our open and personal style of communication, each suite must contain the Cambria comment card prominently displayed. This card must contain the direct dial number for the General Manager as well as email address for any comments, concerns or questions. Additionally the card can be used for written comments by the guest. Any and all comment cards found in the suite upon checkout that have been completed by the guest must be turned in immediately to the General Manager. 101.15 Solicitation of Tips Solicitation of tips by any member at Cambria Suites hotels is not permitted; however, gratuities may be accepted by housekeeping, guest services (including bell staff and drivers), food and beverage staff and engineering. Tip jars are only permitted in the food and beverage areas if the jar is opaque (the money cannot be seen through the jar) and the jar is placed out of the direct line of service. Seed money (tip money left in customer view) is not permitted. Any tips accepted by a team member must be removed out of the direct line of service and kept out of the view of the guests.


100-9


organi z ational management and training

102

102.00 Organizational Management and Training Properly structuring, staffing and managing a Cambria Suites hotel are essential elements in ensuring its success. It is necessary to have an effective organizational structure in place at every hotel.

• Management organization of a Cambria Suites may vary according to location, size of property and target guest. The following management positions are required as a minimum by the brand: - General Manager - Director of Sales - Executive Housekeeper/Housekeeping Supervisor - Assistant General Manager/F&B Manager • Additional management positions recommended include but are not limited to: - Maintenance Engineer/Supervisor - Reception Desk Manager/Supervisor - Sales Manager • Every Cambria Suites hotel must have a full-time General Manager who may not hold that position at another hotel. Full-time is equivalent to spending a minimum of 40 hours per week at the hotel. The General Manager must have at a minimum two years experience as a General Manager or an assistant General Manager of a Cambria Suites or equivalent hotel (lower upscale segment or above). A qualified General Manager must be on board full time a minimum of four (4) months prior to the opening of the hotel and within three (3) months of the position being vacated, or a competent management company must be employed with no less than a two-year management contract. (Cambria Suites Brand Management Team reserves the right to approve all management companies.) The General Manager must be able to communicate with guests in English, as well as in the official language of the country in which the hotel operates. If the General Manager also holds the position of area/regional manager over several hotels, the General Manager’s base hotel must have a full-time Property Manager. This Property Manager must be trained and empowered to make decisions regarding guests and employees. The Property Manager must be certified in the General Manager Leader Program within ninety (90) days of assuming that position. • To ensure the minimum work experience requirements for the position are met, the resume/work history of the prospective General Manager must be submitted to Cambria Suites Brand Management for review. If the minimum work experience requirements are not met, the candidate may not hold the position of General Manager of a Cambria Suites. • Cambria Suites Brand Management must be notified in writing within 10 days of a change in management companies/ownership or General Manager at a Cambria Suites hotel using one of the following options: Fax to 301-592-6624 or send to Cambria Suites Brand Management, 10720 Columbia Pike, Silver Spring, MD 20901. You may also send an e-mail to [email protected].


100-10



102

• Every Cambria Suites hotel must have a full-time Director of Sales on site. Full-time is equivalent to spending a minimum of forty (40) hours per week dedicated specifically to the hotel sales effort. The Director of Sales must have at a minimum two years experience as a Director of Sales or Sales Manager of a Cambria Suites or equivalent hotel (lower upscale segment or above). A qualified Director of Sales must be on board full time a minimum of five (5) months prior to the opening of a hotel and employed within three (3) months of the position being vacated or a competent management company must be employed with no less than a two-year management contract. (Cambria Suites Brand Management Team reserves the right to approve all management companies.).

The Director of Sales must be able to communicate with guests in English as well as in the official language of the country in which the hotel operates. If the Director of Sales also holds the position of an area/regional Director of Sales over several hotels, the Cambria Suites must also have a full time (40 hours per week dedicated especially to the Cambria Suites) Sales Manager. The Sales Manager must be trained in all Cambria systems and Director of Sales Training, and empowered to make decisions for the hotel.

• To ensure the minimum work experience requirements for the position are met, the resume/work history of the prospective Director of Sales must be submitted to Cambria Suites Brand Management for review. If the minimum work experience requirements are not met, the candidate may not hold the position of Director of Sales of a Cambria Suites hotel. 102.01 Professional Employee Appearance and Grooming • Employees are required to always be neatly dressed in full, clean, pressed, well-maintained Cambria approved uniforms and other approved attire based on the position (as applicable, such as safety shoes, hair restraints, etc.). The General Manager, Assistant GM, Director of Sales, Sales Manager and Executive Housekeeper are the only positions in the hotel which are not required to wear the Cambria Suites uniform as long as they are attired in professional business attire. This professional business attire must also be clean, pressed and well maintained. • All team members must wear well maintained, clean and polished shoes that are coordinated with attire. • Employees are expected to be well groomed and to demonstrate excellent personal hygiene. • It is required that all employees wear hairstyles and jewelry that are consistent with the Cambria dress code and that contribute to professional appearance. • Employees must wear correct nametags meeting Cambria Suites specifications at all times while on duty. • Chewing gum, eating or smoking in view of our guests is not allowed. • Smoking is prohibited throughout the entire hotel. Cambria Suites is a 100% non-smoking facility. Smoking is only permitted in designated smoking areas outside the hotel as prescribed in the Universal Facility Standards.


100-11



102

102.02 General Training, Knowledge and Expertise • All team members must understand and follow the Cambria Pledge – Unconditional Satisfaction Guarantee. “We want you to feel great about your experience so you’ll come back. If you aren’t totally satisfied with any part of your visit at Cambria Suites, your night’s stay is on us. Plain and Simple.” • Every hotel team member must be trained on the importance of guest satisfaction by using the materials provided by Cambria Suites. The Cambria Pledge training must be completed within fourteen (14) days of employment at the hotel. This includes the Service Culture training module on Cambria University eLearning identified as “SC”. • Hotel staff must be thoroughly knowledgeable of Cambria Suites features and facilities. This includes: - The property’s history, organizational structure and the members of the management team. - Rate plans, types of suites available and AAA rating of the hotel, room features (locations, bed types, technology, suite equipment, etc.). - Reflect food and beverage areas (operating hours, menus, service styles, etc.). - Lobby business center equipment and services. - Dry cleaning, laundry and self-service laundry services and pricing. - Refresh fitness center/pool (operating hours, services, equipment, etc.). - Special events at the property and conference facilities and services. - Refill retail area and products. - Pricing for other amenities (movie rentals, etc.). - All marketing and promotional programs that the property participates in such as the Choice Privileges® program. - The operations of guest suite door locks, heating and air conditioning units, and television/in-room entertainment systems. - Requirements of the Americans with Disabilities Act (ADA) and other issues relating to guests with special needs. • All team members must be knowledgeable of and able to effectively operate the appropriate Cambria technology systems (such as Profit Manager, Property Management Systems, Central Reservation Systems, Point of Sale Systems), as well as other equipment used to perform their job responsibilities. • Employees in all areas are expected to be aware of and able to articulate directions to and from the property, airport transportation options, parking options, check-in and check-out times, retail options, local dining options, current promotions and special group needs. • When requested, employees must provide guests with accurate information on local points of interest such as medical facilities, shopping areas, banking, places of worship, entertainment, etc., and driving directions/transportation options to and from the property and places of interest. • Employees are expected to notify guests in advance of unavailable services, products, closed facilities and delays and assist guests with arranging alternative services. • Employees are required to use property computers, fax machines and networks in compliance with Cambria Suites and local owner requirements. • Employees must be knowledgeable of the other brands that belong to the Choice Hotels International family of brands.


100-12



102

• All hotel team members must receive annual Safety & Emergency training in handling emergency procedures as well as fire safety and fire extinguisher operation within thirty (30) days of hire. At a minimum, the training must include fire safety, fire extinguisher and evacuation procedures. Additionally, the training must include basic emergency procedures that may be specific to the hotel’s location. Team members must be recertified annually. 102.03 Manager on Duty Program Requirements • A Manager on Duty (MOD) program to oversee the property, guests and the staff should be implemented. This includes, but is not limited to, checking with meeting planners and other key customers, tending to individual guest needs or problems that may arise, walking the property to examine meeting rooms, functions, public areas, etc. • The MOD schedule is posted in all operating departments for easy reference. The schedule includes a designated MOD on property at all times when the guests are on property. Although the MOD schedule is primarily for coverage in the evenings and weekends, the MOD during the day is also identified (typically the General Manager). • The MOD must be available by pager or cell phone at all times while on duty. The MOD must physically be on the property.

102.04 Reception Desk/Guest Service Team Members Training All guest service agents must be certified through Cambria Suites University eLearning and Job Skills training programs within thirty (30) days of starting in this position. Documentation of program completion must be maintained for all active guest service agents and must be made available for review during the course of any Quality Assurance Review. Property System Management Training – The management of each hotel is responsible for ensuring that all employees and managers who have responsibilities related to the property management system have been completely trained. Prior to the hotel’s opening and/or conversion to the required property management system, Choice Training & Support Services team will conduct a certification to verify that this training has been successfully completed. • After the hotel’s opening, the General Manager is responsible for maintaining the staff’s proficiency on the required property management system. • Within thirty (30) days of assuming the position, the General Manager and Assistant General Manager must successfully complete certification on the property management system Reception Desk and management function computer based training. • In addition, all Reception Desk, night audit, and reservations employees must successfully complete certification on the property management system Reception Desk computer based training within thirty (30) days of employment. • Certificates of completion must be maintained for all current employees and will be verified during a Quality Assurance Audit. 102.05 Food & Beverage Team Member Training • All F&B Service team members must be certified through Cambria Suites University eLearning and Job Skills training programs within thirty (30) days of starting in this position. Documentation of program completion must be maintained for all active F&B Service team members and must be made available for review during the course of any Quality Assurance Review.


100-13



102

• All employees who serve alcohol, or supervise employees serving alcohol, must successfully complete a nationally recognized alcohol awareness training program within 30 days of beginning employment. The Educational Institute of the American Hotel and Lodging Association, The National Restaurant Association, and TIPS (Training for Intervention Procedures by Servers) offer alcohol awareness training programs. The hotel must maintain appropriate certification records for applicable employees. • All team members who work or assist in the food & beverage area must successfully complete safe food handling training. The Educational Institute of the American Hotel and Lodging Association and The National Restaurant Association have certified programs which are acceptable to use for this purpose. 102.06 Owner’s Awareness Workshop Every first time Cambria Suites franchisee, as well as the approved management company’s Vice President of Operations, or the equivalent is required to attend the Owner’s Awareness Program within six (6) months of franchise approval, or prior to starting construction, whichever is earlier. The purpose of this class is to familiarize franchisees with the franchisor’s corporate policies, operating systems and management values and philosophies. If a change of ownership takes place and the new owner is a first time Cambria Suites franchisee, he/she is required to attend the Owner’s Awareness Program within one hundred and twenty (120) days of the date of “ownership transfer.” The franchisee participant shall be the principal correspondent, or alternatively, the person designated by the principal correspondent to be responsible for supervising the General Manager(s) of the franchisee’s hotel(s). 102.07 General Manager Training Every General Manager must be certified in the Cambria Suites Leader Program prior to opening a new Cambria Suites hotel. Those General Managers assuming positions at existing hotels must be certified in the Cambria Suites Leader Program within ninety (90) days of assuming the position. Note: Attendees are responsible for their own transportation, housing and incidental fees. General Manager training certification includes: • Successful completion of basic and advanced Reception Desk procedures. As well as management functions in Profit Manager (or other brand required property managment system whichever is being used at the property) • Cambria Suites eLearning module • Attendance of classroom portion of the program • Completion of class pre- and post-work • Tuition payment, due prior to in-class portion attendance. • Payment for program and all associated fees, including tuition, cancellation and rescheduling fees. Attendees are responsible for their own transportation, housing and incidental fees. • If a General Manager leaves the Cambria Suites system for twenty-four (24) months or more, that General Manager must attend the Cambria Suites Leader Program again upon returning to the brand. Attendees are responsible for their own transportation, housing and incidental fees.


100-14



102

102.08 Director of Sales Training Every Cambria Suites hotel Director of Sales must successfully complete the Cambria Suites Director of Sales Training. Each Cambria Suites hotel must have the Director of Sales certified in the Cambria Suites Director of Sales Program prior to opening and within ninety (90) days of turnover. The Cambria Suites Director of Sales Program certification includes: • Successful completion of basic and advanced selling skills procedures. As well as management functions in Profit Manager (or other brand required property management system) and Revenue Management • Attendance of classroom portion of the program • Completion of class pre- and post-work • Tuition payment, due prior to in-class portion attendance. • Payment for program and all associated fees, including tuition, cancellation and rescheduling fees Note: Attendees are responsible for their own transportation, housing and incidental fees. 102.09 Documentation Mandatory training must take place and should be documented for your records. Quality Assurance will check for overall knowledge and understanding of the brand story and the ability to provide exceptional service through discussions with your team using an open round table format. 102.10 Convention & Regional Meetings • The General Manager is required to attend the annual Choice Hotels convention. • Each property will be automatically assessed the full registration fee for one attendee for the annual convention. Each additional attendee shall pay any applicable fees for the annual convention. • Each property will be automatically assessed the full registration fee for each of the required management training programs. • Each attendee will be responsible for his/her own transportation and incidental charges, as well as the fee imposed by Choice Hotels International for the convention as well as any of the required management training programs.


100-15


Q ualit Y A ssurance

103

103.00 Quality Assurance It is vitally important that our guests enjoy a consistent, high quality experience each time they stay with us. These quality assurance standards help ensure consistency at individual hotels as well as throughout our brand, reinforcing our commitment to superior quality and strengthening our brand.

103.01 Hotel Opening Staff Pre-requisites and Brand Training Certification The following pre-requisite requirements must be met before the on-site training and certification provided by the Cambria Suites Brand will be scheduled. • Valid certificate of occupancy (temporary certificate of occupancy may be accepted) • All public space areas (including recepton desk, lobby, food and beverage areas and two (2) meeting rooms) must be completed and fully operational • Management Level Team Members required for Brand Training

Management level team members must be hired and on board before the hotel is eligible to receive brand training certification. These team members must complete all pre-requisite training prior to the arrival of the brand training certification team and before being allowed to open the hotel to guests: - General Manager - Assistant GM - Front Desk Supervisor (*included in the following count of required Front Desk Agents in “Mininum Staffing Required for Brand Training”) - Executive Housekeeper - Kitchen Supervisor (**included in the following count of required cooks “Mininum Staffing Required for Brand Training”) - Director of Sales

• Minimum Staff Required for Brand Training certification

The following minimum staffing levels must be in place for brand training certification and have satisfactorily completed the hotel level and brand pre-requisite training.

(Please note this is NOT the recommended staffing level. This is just the minimum requirement before the brand training certification teams will arrive on site. Hotel management is responsible to continue to staff to adequate levels keeping in mind the attrition that naturally occurs as well as expected business levels upon opening. Hotel Management is also responsible to train all new team members.)


100-16



Up to 130 Suites

131-175

176+

Front Desk Agents*

4

5

6

Night Auditors

2

2

2

Room Attendants/Laundry

6

8

10

Cooks**

3

4

4

Servers/Baristas/Bartenders (total)

6

7

8

Maintenance Technicians

1

2

2

Required Staffing Positions

103

• Appropriate hotel level staff must be trained in the following areas prior to arrival of brand training certification team. Please reference Organizational Management and Training, section 102.00, and the QA Training Checklist for further information on the training. - Cambria Suites University eLearning (online training courses including but not limited to Brand Service & Culture, Job Skills, etc.) - Hotel team orientation/Hotel Operator’s rules and policies (including items such as employee handbook, job duties, benefits program, pay periods, smoking policy, schedules, clock in and out, etc.) - Fire Safety/Fire Extinguisher Training - First Aid - CPR - HAZMAT/BBP - Emergency Procedures Manual Training - Alcohol Awareness - Food Safety & Sanitation • All team members must have nametags • Uniforms must be on order and available (already altered) for all team members no later than three (3) days prior to opening. • General Manager and Director of Sales to have successfully completed their required training. • All team members must successfully pass skill checks with a minimum of 80% proficiency. • All food & beverage items, including wine and spirits, must be in stock and available. 103.02 Operations/Physical Plant Pre-requisites Prior to Opening There are several factors that determine the opening date of the hotel. The following items are significant milestones from which the noted lead-time will be required prior to opening. The opening date will be set based on the noted minimum number of days, weeks or months from the achievement of these milestones. Failure to achieve any of these milestones in the time frame required will delay the opening until the prescribed time frame has been met. For example, the hotel will not be permitted to open any earlier than five (5) months after the Director of Sales is on board and working full time.


100-17



103

To ensure the hotel is ready to receive guests and provide the high quality experience our guests expect, the following items (though not a complete list) are required to be eligible for opening. These are in addition to the staffing and training pre-requisites listed in Hotel Opening Staff Pre-requisites and Brand Training Certification, section 103.01: • Qualified General Manager has been hired and working full time (4 months prior). • Qualified Director of Sales has been hired and working full time (5 months prior). • All fire and safety systems testing must be successfully completed (14 days prior). • All FF&E and OS&E must be on site and installed except the OS&E in guest suites which needs to be in progress and able to be completed prior to opening. • Kitchen equipment must be in place, tested and operating properly (14 days prior). • All interior construction must be completed (limited final punch work can still be in progress until 5 days prior to opening). • All public space and a minimum of 95% of suites must be guest ready (5 days prior). • All technological and mechanical systems must be installed, tested and functioning properly including HSIA (10 days prior except the Property Management System and Point of Sale system which are installed minimum of 3 days prior). • Exterior of building and all grounds/landscaping must be complete (2 days prior). • All required interior and exterior signage in place (5 days prior). • All building inspections, certifications and code requirements have been successfully obtained and/or met (14 days prior). All such documentation is available for inspection by a brand team representative. • The hotel is in compliance with all federal, state and local requirements (1 day prior). • All brand standards are in place (1 day prior). • A valid liquor license is required (7 days prior). • eHOG submitted and loaded in the system (60 days prior). • Submission of required proof of insurance and ADA compliance (7 days prior). 103.03 Total Quality Ranking Measure The total quality ranking measure for all Cambria Suites hotels is based on one (1) year’s rolling data to include: • 1/3 Guest Insight System (GIS) Product Score • 1/3 Guest Insight System (GIS) Service Score • 1/3 Quality Assurance Score


100-18



103

103.04 Reviews and Inspections • Inspections

All Licensees must permit their properties to be periodically inspected by a Quality Assurance auditor (QA) or other designated Choice Hotels International representative. The representative(s) are to be provided with complimentary accommodations. An authorized representative of your hotel appointed by management (but preferably the General Manager) must accompany the representative on this inspection. All inspections can be done on an unannounced basis.

• Quality Assurance Review

A Quality Assurance Review (QAR) is designed to assist each hotel and Choice Hotels International by identifying areas in which your hotel does not meet the minimum standards of the Cambria Suites brand, as set forth in these Brand Standards. This review is not intended to determine whether hotels are in compliance with federal, state and local laws and regulations, which is the sole responsibility of each hotel. Hotels are, however, in default of their obligations under the Franchise Agreement if they fail to achieve a passing grade on a QAR. Failing a QAR may result in Choice Hotels International issuing a formal Notice of Default.

When Choice Hotels International issues a formal Notice of Default, the hotel will be reinspected in no less than thirty (30) days and assessed a $1500.00 re-inspection fee. The Franchise Agreement may be terminated by Choice Hotels International if the hotel fails the follow-up QAR upon re-inspection.

103.05 Brand Standards Compliance Program To enhance system-wide compliance with the various Cambria Suites brand standards and specifications, Licensees may be required to complete a Corrective Action Plan (CAP) prescribed by Choice Hotels International. The CAP will set forth those actions, as reasonably determined by Choice Hotels International, which must be taken by a Licensee in order to bring a property into compliance with then-current brand standards and specifications and will include a schedule for completion of such actions. Choice Hotels International may prescribe a CAP at any time a property requires remedial action to meet then-current brand standards and specifications including the following instances: • Upon execution of a Cambria Suites franchise agreement for an existing hotel • Upon the relicensing of a Cambria Suites property which has undergone a change in ownership • In conjunction with those anniversary dates where Choice Hotels International is entitled to terminate the franchise agreement without cause (i.e., “anniversary outs”) • Upon a property’s receipt of a failing score on any Quality Assurance Review (or other property review performed by Choice Hotels International).


100-19



103

103.06 Failed Inspections If a hotel fails a QAR, Choice Hotels International will assess a $1500.00 re-inspection fee and may issue a formal Notice of Default. If Choice Hotels International elects to issue a formal Notice of Default, the hotel must cure the default by correcting the deficiencies which led to the failing QAR within the time period specified within the Notice of Default. After the cure period specified in the formal Notice of Default has lapsed, Choice Hotels International will re-inspect the hotel by performing a follow-up QAR. If, upon re-inspection, the hotel fails the follow-up QAR, Choice Hotels International may terminate the Franchise Agreement. Any time a re-inspection is required as a result of a failed QAR, Choice Hotels International will assess the hotel a $1500.00 re-inspection fee. • Letter Regarding Failing QAR - As an alternative to issuing a formal Notice of Default when a hotel fails a QAR, Choice Hotels International may instead, in its sole discretion, elect to send to the Franchisee’s designated representative a letter informing him/her of the failing QAR score (“Failing Letter”) and a corrective action plan (“CAP”). - The hotel will have thirty (30) days from the date of the Failing Letter to cure any and all cleanliness and Rules of Operations deficiencies that led to the failing QAR score. After that 30-day period has lapsed, Choice Hotels International will re-inspect the hotel by performing a follow up QAR. If the hotel receives a failing score in the same section(s) failed on the previous QAR, Choice Hotels International will issue a formal Notice of Default (see above). - After the cure period specified in the formal Notice of Default has lapsed, Choice Hotels International will re-inspect the hotel by performing a follow-up QAR. If, upon re-inspection, the hotels fail the follow-up QAR, Choice Hotels International may terminate your Franchise Agreement. - The hotel will have ninety (90) days from the date of the Failing Letter to cure any maintenance or capital improvement deficiencies that led to the failing QAR score and complete the CAP. After the 90-day period has lapsed, Choice Hotels International will re-inspect the hotel by performing a follow up QAR. If the hotel again receives a failing score in the same section, Choice Hotels International will issue a formal Notice of Default (see above). - After the cure period specified in the formal Notice of Default has elapsed, Choice Hotels International will re-inspect the hotel by performing a follow-up QAR. If, upon re-inspection, the hotel fails the follow-up QAR, Choice Hotels International may terminate the Franchise Agreement. • Failing Multiple Sections of the QAR

If a hotel fails more than one section of a QAR and, if Choice Hotels International has elected to issue a Failing Letter instead of a formal Notice of Default as a result of the failed QAR, Choice Hotels International may elect to re-inspect at the end of the longest cure period described above (i.e., 90 days).

• Failing a New Section Upon Re-inspection

If, upon the re-inspection of a hotel following a QAR failure, the hotel passes the original failing section(s) but fails in a different section, Choice Hotels International may, in its sole discretion, elect to issue a formal Notice of Default or a Failing Letter.


100-20



103

• Passing Upon Re-inspection

If, upon re-inspection of a hotel following a QAR failure, the hotel passes on all sections of the follow-up, the hotel will revert to the standard inspection cycle. The hotel must then maintain passing scores in the section(s) failed in the previous QAR for the subsequent three consecutive QARs. If it does not, Choice Hotels International will immediately issue a formal Notice of Default rather than issuing a Failing Letter.

103.07 De-Identification Upon termination of the Franchise Agreement for any reason, the hotel must remove any and all signs, materials, collateral and other items containing the trademarks, logos, cartouches, insignias and the like of Cambria Suites, Choice Hotels International and/or Choice Privileges. All proprietary manuals, guides, tools, recipes and the like must be returned to Cambria Suites Brand Management. All of the items identifying the hotel must be removed on the effective date of termination. Any and all permissions to use any of the brand names immediately cease upon the effective date. These and other requirements will be outlined in the termination notification. 103.08 Brand Standards Waiver Requests Requests for an exemption to any of the Cambria Suites brand standards must be in writing using the Brand Standards Exemption Request Form found on the Cambria Brand Standards page on choicecentral (choicecentral > cambria suites > brand standards). • A waiver request must be submitted for any proposed deviation from brand standards. No deviation from brand standards should be undertaken unless and until approval is granted. • If the request for an exemption is approved, a copy of the signed approval notification must be kept on property with the Brand Standards Manual for review by the Quality Assurance Auditors and brand representatives. • Waivers may only be granted for a definite period of time and therefore will need to be applied for again prior to the expiration for additional consideration. • Waivers may be revoked prior to the expiration date upon general notification from the brand based on needs of our guests, competitive marketplace or re-evaluation from the Cambria Suites Brand.


100-21


S afety , S ecurit Y and risk control

104

104.00 Safety, Security & Risk Control In no way should these basic requirements be construed as totally comprehensive. Technical specialists including insurance authorities, local safety officials and other experts must be consulted. Nothing in these Brand Standards should be construed as limiting the life safety systems and procedures needed.

104.01 Life Safety Systems • On-premise fire and emergency systems must meet or exceed prevailing federal, state or local codes, including all aspects of the Americans with Disabilities Act (ADA). When conflicts arise between Cambria Suites Brand Standards and local ordinances or codes, the more stringent option affording maximum guest and property protection shall prevail. • In the event a Cambria Suites property maintains an automated external defibrillator (AED) on premise they must have team members properly trained on its use on site twenty-four (24) hours a day. 104.02 Electronic Lock System All guest suite entry doors must have an approved card key electronic entry lock system with the following features: • They must automatically re-key after each guest. • The latch bolt must be extruded brass or bronze and be a deadlocking type with a minimum throw of 5⁄8". • Lock must contain hotel-motel function. Outside lever must be rigid. • Emergency keyed feature required. • An auxiliary five (5) pin tumbler type locking device is required. It must be a deadbolt type with extruded brass or bronze bolt having a 1" minimum throw. • Auxiliary lock must be thumb operated on interior side. • ANSI 156.25 and ANSI 156.13 Grade 1 certified; BHMA certified and UL certified. • Support both magnetic stripe and Smartcard encoding technology. • Have an approved interface to the Cambria specified property management systems. • Use wide keycard (credit card size) only • Cambria Suites approved aesthetic design. At the time of publishing, the only lock system that currently meets these requirements is Onity Advance HT 28. All exterior entrances as well as public access areas (pool, fitness center, guest laundry, etc) must also be controlled with the approved card key electronic entry lock system. Note that public access areas must not contain a deadbolt feature.


100-22



104

104.03 Entry Door Accessories The following accessories are required on or adjacent to all guest suite entry doors: • Hasp-type night latch • Rate and limited liability law card (unless specified by local codes to be located elsewhere) • Suite identification signage • Suite numbers must be installed on the wall adjacent to the latch side of the entry door at a height of 60" on center above the finished floor. • Fire Evacuation Plan • Door bumper to protect wall finish. • Patio or balcony doors must be equipped with a separate safety lock system. Sliding doors must be installed in such a way that the sliding panel is on the inside and the stationery panel is on the outside. This reduces wear and permits the installation of a safety bar (a Charlie Bar), which is required. Doors must also be equipped with a factory installed locking device. • A 180 degree door viewer is required on all guest suite entry doors. The viewer shall be mounted in the center of the door, 57" from the floor. For handicap accessible suites, a second viewer shall be installed 42" above the floor on the centerline of the door. 104.04 Keycards • Replacement keycards should not be issued to a guest without positive identification. • Suite numbers should not be imprinted on guest suite keycards. • Non-Cambria advertising is not permitted on keycards. • Electronic keycards must be imprinted with the approved Cambria artwork and the Cambria Suites CRS toll free number and Web site only. • Specific property information (including but not limited to secondary name, address, telephone number or suite numbers) may not be printed on or affixed to keycards in any fashion. 104.05 Keycard/Registration Racks Keycard and registration racks must NOT be visible to the guests. 104.06 Safe Deposit Boxes • Safe deposit boxes for guest use must be provided free of charge in the Reception Desk area. • The boxes must be situated so they are under the control of the hotel/Reception Desk staff at all times. Safe deposit box keys and control keys should be stored behind the Reception Desk, out of public view. • There should be a minimum of one box per fifteen (15) guest suites. • If in room safes are available in each suite, the required number of safe deposit boxes is reduced to one (1) box per twenty-five (25) guest suites. • Guests must be provided with a private area for their use of the safe deposit boxes.


100-23



104

• Emergency access must comply with local laws. If a key is lost, access to the box is obtained by strict adherence to local laws, using an outside bonded locksmith to drill open the box, with a property employee present as a witness. 104.07 In-Room Safes • If a hotel offers in-room safes, they must be provided at no charge to the guests. • In-room safe minimum requirements are: - ADA compliant keypad with LED display and event auto trail system - UL approved - Fits a 17-inch laptop - No hard keys - Digital • If in room safes are available in each suite, the required number of safe deposit boxes is reduced to one (1) box per twenty-five (25) guest suites. 104.08 Reception Desk Entry To obtain entry to the reception office operation (behind the Reception Desk), it is required that a secured entrance be used. It is also required that entry to any administration office be through a separate entry, not from behind the Reception Desk area. 104.09 Incident Response and Reporting • The Manager on Duty (MOD) must be fully trained in the property’s emergency response procedures and maintains radio contact at all times while on duty. • All General Managers and the MOD are trained on emergency procedures including defibrillator (if one is maintained on the property), CPR, Heimlich maneuver and certified in Emergency Procedures Training. • There must be a minimum of one (1) employee trained in Emergency Procedures on the property at all times. • In the event of a guest accident or incident, the MOD completes an incident report and notifies the General Manager. The guest is not provided with a copy. • Management reports all guest incidents to appropriate corporate representatives per Cambria Suites incident reporting procedures. • MODs are empathetic and respond with care and concern, consistently following Cambria’s total guest satisfaction techniques and policies. • Cambria Suites media relations policy is to be followed by all employees

104.10 Emergency Telephone Number List An Emergency Procedures Manual, including a current list of local emergency telephone numbers is to be kept at the Reception Desk.


100-24



104

104.11 Required Insurance Coverage Each Cambria brand property is required to adhere to ALL of the following insurance-related terms, limits, coverage, policies, and procedures. • Comprehensive General Liability - Five (5) stories or less: Each Occurrence: $5,000,000 - Six (6) stories or more: Each Occurrence: $10,000,000 • All General Liability Limits Apply On A Per-Location Basis

Required Terms and Inclusions: - Products/Completed Operations - Contractual Insurance - Independent Contractors - Personal Injury - Worker’s Compensation: Statutory Limit: Disease Each Employee: $100,000 Each Accident: $100,000 Disease Policy Limit: $500,000 - Automobile Liability Five (5) stories or less: Combined Single Limit: $5,000,000 Six (6) stories or more: Combined Single Limit: $10,000,000 Hired and non-owned automobile coverage must be included. - Liquor Liability Occurrence Basis: Each Occurrence: $5,000,000 On-property (owned or leased) restaurants/bars require evidence of liquor liability from owner or lessee naming Choice Hotels International as an additional insured (using the approved language found in “Additional Insured Wording” below) and showing the property code for the hotel location. Manager’s reception (alcohol available but not sold) does not require liquor liability. - Minimum A.M. Best Rating Of Insurance Carriers Alpha Rating: A Financial Category: VI • Additional Insured Wording The ONLY Acceptable Language: Choice Hotels International, Inc., its affiliates, subsidiaries and its and their respective employees, agents, officers and directors are named as additional insureds.


100-25



104

• Additional Requirements/Notes - Thirty (30) days written notice of cancellation. - Notify in writing if liquor liability is not applicable. - Notify in writing when only one location is covered on policy. - Limit requirements can be obtained with primary and umbrella combination. - If personal property and/or sign are leased from Choice Hotels International, evidence naming Choice Hotels International as Loss Payee or Mortgagee. • Certificate Of Insurance Requirement

Each Cambria brand property is required to provide Choice Hotels International with a current Certificate of Insurance on the Accord form. The insurance policies must contain all required elements noted above, and the following below: - Certificate Holder is to be named as: Choice Hotels International, Inc. C/O Wells Fargo Insurance Services of NC, Inc. 11006 Rushmore Drive, Suite 150 Charlotte, NC 28277 Phone: (704) 295-0483 Fax: (704) 540-9406 Location and property code of property. Certificates received without referencing the property code will not be accepted.

- Certificate of Insurance is to be mailed or faxed (not both) accordingly: Choice Hotels International, Inc. C/O Wells Fargo Insurance Services of NC, Inc. 11006 Rushmore Drive, Suite 150 Charlotte, NC 28277 Phone: (704) 295-0483 Fax: (704) 540-9406 If you have questions, please contact Mike Thrower or Ellen Keener of Wells Fargo Insurance Services at (704) 295-0489.


100-26


UNIVERSAL FACILITY

105

105.00 Universal Facility Standards It is important to remember that all areas of a hotel property reflect on our standards at Cambria. For that reason, it is vital that the exterior and interior of every property be designed and maintained to meet Cambria specifications and high standards. All Cambria Suites employees should take pride in every area and every aspect of the hotel, not just the areas in which they work.

105.01 Employee Accountability • Proactive Response - All employees must take personal responsibility for the image that the property projects. - Specifically, employees must take proactive accountability to: - Immediately act to correct unsuitable facility conditions. - Notice, correct or report environmental conditions that require immediate attention. - Personally act to correct smaller issues, such as disposing of paper or debris and contacting proper areas of responsibility to correct larger issues. - Assume personal accountability for ensuring that reported problems are corrected (follow-up and re-report as necessary). - Ensure work areas are well organized and clean. • Preventive Maintenance and General Maintenance - Facilities are required to receive full, preventive maintenance at least four (4) times per year. - Preventive maintenance activities must be documented, filed and available for review. - All requests for maintenance must be responded to promptly and in a courteous fashion. - Maintenance and repairs are always performed in an unobtrusive manner, whenever possible. 105.02 Exterior Environment • Cambria Suites must always present a well-integrated and unique level of curb appeal. The building façade must always be in excellent condition. • Landscaping and plantings must be well maintained, clean and attractive, and free of weeds, debris and litter. • The dumpster area is required to be enclosed and kept clean and odor free. • Parking facilities must be sufficient for the needs of the property. • The parking area must always be maintained in good condition and illuminated sufficiently. • The property entrance must be clean, well lit and well marked. • Mats and carpet runners must be consistently used to prevent slippage when weather requires. • All glass and polished metal surfaces must be kept free of fingerprints and other dirt.


100-27


UNIVERSAL FACILITY

105

• Ash urns and waste receptacles are required to be conveniently located adjacent to all property entrances. • Receptacles are always emptied well before debris overflows or is apparent. • Walkways must be lighted sufficiently, be kept free of debris, litter and obstructions, and be well maintained. • Walkways must be kept clear of ice and snow during periods of inclement weather. 105.03 Exterior Signs • The Cambria Suites primary exterior sign must be on a photocell sensor to ensure illumination from one hour prior to sunset until one hour after sunrise and during inclimate weather or overcast skies. • Exterior signs must meet Cambria specifications and must be kept in good condition, well maintained and clean. • Exterior signs should clearly direct guests to the Reception Desk check-in area. • Exterior signs should clearly identify accessible ramps, all entrances, all exits and parking facilities. • All signage must be professionally produced and must coordinate with the décor of Cambria Suites. 105.04 Flags • The U.S. flag (as well as the native country’s flag if not in the US), State flag and Cambria Suites flag must be flown and in good condition. • The flag poles must be in a visually prominent area in close proximity to the main entrance. The poles must be positioned so that the flags cannot touch or wrap around an adjacent pole. The location and height of the flag poles are site specific and must be submitted in advance for review and approval. • If two (2) flag poles are used, the poles are to be of equal height. In this case the US flag is to fly on a pole with the state flag flown beneath it. The second pole is to fly the Cambria Suites Brand flag. If three (3) poles are used, all of equal height, the U.S. flag is to be flown on the pole to the leftmost position as you are looking at the entrance to the building, followed by the state flag on the pole to its immediate right and followed further by the Cambria Suites Brand flag on the rightmost pole. The State and Brand flags must be 4' x 6'; the US flag must be 5' x 8'. • If the hotel location is outside of the U.S., the national flag of the hotel location should be flown at the same height and is to be of the same size as the U.S. flag. The state, province or local flag is to be of the same size and flown at the same height as the brand flag. In this case either two (2) or four (4) flag poles are to be used. If four (4) flag poles are used they should be at the same height with the U.S. flag flown on the leftmost pole as you are looking at the entrance to the hotel followed to the right by the flag of the native country and then the state or provincial flag and lastly the Cambria Suites flag on the rightmost pole. If two (2) poles are used the leftmost pole (as you are looking at the entrance to the hotel) should be the U.S. flag with the brand flag underneath it. The rightmost flagpole should fly the native country’s flag with the state or provincial flag under it.


100-28


UNIVERSAL FACILITY

105

• Flags are to be flown continuously and must be illuminated at night and during inclimate weather or overcast skies. It is required that the lights be on a photocell sensor to ensure they are properly illuminated. When the flags are raised and lowered, proper care must be used when doing so. 105.05 Smoke Free Interior Environment Cambria Suites is a 100% smoke free hotel and must be maintained as such. Smoking is not permitted in ANY area of the hotel. A designated, weather protected area must be provided for guests to smoke. This area must be a minimum of twenty (20) feet from any entrance to the building and in keeping with the overall design intent of the brand (it must blend with the overall architecture and landscaping). It also must not be in the main pathway that would obstruct the path for guests entering or leaving the building (i.e. it can be off to the side, just not in the main pathway). Additionally the indication that the hotel is completely nonsmoking must be indicated on all entrances to the hotel through brand-approved, professional signage as well as in all collateral and in all booking channels. In the event a guest has smoked in the suite, the suite must be thoroughly deep cleaned before it is re-rented. At no time may a guest be charged for servicing/cleaning a room above the published and reserved room rate. 105.06 Interior Cleanliness & Maintenance • Walls, Wall Coverings and Baseboards - Walls and wall coverings must be clean and free of stains, well maintained and in good condition (free of holes, chips, tears, split seams or peeling). - Baseboards must be clean and free of scuffmarks, dust, etc. and in good repair. • Floors and Floor Coverings - All floors must be in safe condition (free from broken tile and defective floorboards, worn areas) and well maintained (free of tears, holes, stains, fading, buckling or split seams). - All floors and floor coverings must be clean and free of debris. Carpet edges must be clean. - All flooring is required to be slip resistant and must not present tripping hazards. Changes in elevation must be clearly marked (different or contrasting color, etc) and well lit. • Windows and Window Treatments - Windows (and glass walls) must be clean inside and out (free of smudges, fingerprints, dirt, pollen, insects etc.) and free of cracks. - Window tracks, sills and frames must be clean and in proper working condition. - Windows in public spaces are required to be washed, inside and out as necessary to maintain high levels of cleanliness. - Window treatments must be clean (free of dirt and stains), well maintained and in good condition (free of tears, holes and fading). - Window treatments are required to be properly coordinated with the surrounding décor and are clean and free of holes, tears and stains. - Window treatments must be installed and functioning properly, as well as hooked and hung properly.


100-29


UNIVERSAL FACILITY

105

• Ceilings and Vents - Ceilings and vents must be clean, and free of dust, stains and damage. • Doors - Doors have no visible chips, scratches, cracks, dust or stains. - Tracks and door frames are clean and work properly. - Each door is required to have a door bumper to protect the wall finish. 105.07 Lobby Area and Interior • Lobby General

The lobby includes guest service locations sufficient to accommodate guest registration, departure processes and luggage storage. The Reception Desk must be spacious, visible and inviting from the lobby entrance. The lobby and guest service locations are always clean, well maintained and organized.

The Reception Desk area must be clean and clutter free at all times. The display of any solicitations for donations, products or services for sale, pictures or other information of any sort is not permitted on or near the Reception Desk.* No signs of any sort other than the Licensee statement plaque may be affixed to the wall of the Reception Desk area. The only collateral, signage, promotional material and the like that is permitted to be visible on or near the Reception Desk is as follows: - Specified Choice Privileges brochure - Hotel Rack Card (this is displayed in the same holder as the CP brochure) - Cambria Suites directories (once published) - Other brand marketing material as designated by the brand * No signs, memos, notes or similar may be posted on the front desk or within sight of the guests. All such material/information is to be stored on the computer or in binders.

The lobby area may contain the current daily newspapers in limited numbers on the coffee tables. There may be no more than two (2) newspapers or periodicals on any one coffee table. All newspapers and periodicals must be in like-new condition.

The televisions in the lobby (media wall and bar) must be on a news or sports channel at all times. Closed captioning should be used on both and the volume should be set at low levels. The TV at the media wall must remain on at all times. The TV at the bar must remain on during breakfast and dinner hours of operation.

• Licensee Lobby Posting — The Licensee statement plaque must be posted in the lobby, in a conspicuous location visible from the Reception Desk. The required wording of the plaque is: “This hotel is owned and operated by [insert name of Licensee] under license from Choice Hotels International, Inc.”

It is highly recommended that the Licensee Statement plaque be displayed on the sidewall of the Reception Desk area to ensure maximum visibility to the guest.


100-30


UNIVERSAL FACILITY

105

• Furnishings and Décor — All lobby furnishings and décor elements must meet Cambria specifications. A variety of well-appointed, intimate seating areas must be available in the lobby area. The comfortable, open lobby space with club lounge seating and a large Media Wall is required to be immaculate, regardless of the time of day. The Media Wall must be set to appropriate channels and volume. Guests do have the ability to adjust the channel selection. Staff monitors the channel selection/volume and resets as guests leave the viewing area. • Business Center Area — Each hotel is required to have in the designated area of the lobby the Cambria Suites Business Center solution hardware and software. The Business Center area is to be equipped with the specified Cambria Suites hardware and software solution made available through Uniguest, Inc. See Information Technology and Telecommunications Standards, Guest Business Center Solution, section 303.01. • Interior Signage — Signage in the lobbies, guest corridors, meeting rooms event space, Refill, Reflect, Refresh, and other guest areas are required to be in place and be clear, concise and uniform throughout the property. - All signage must be professionally produced. Hand-written signs are not allowed. - Emergency signage must be properly placed and sized in accordance with local laws. - Signage must comply with state and local health and public safety regulations and requirements. - Signage must be mounted in clearly visible, well-lit areas. - Suite numbers are installed on the wall adjacent to the latch side of the entry door at a height of 60" on center, above the finished floor. • Suite Door Signage - The fire evacuation plan must be posted on each door. - The security information, fire procedures and exits, guest suite floor plan and evacuation procedures must be detailed. - The location of the guest suite is indicated on each floor plan. - Each door must have a rate and limited liability law card posted (unless specified by local codes to be located elsewhere). • Air Quality and Temperature — Air quality must always be clean, fresh and maintained at comfortable temperature levels. • Music and Soundproofing

It is required that Cambria Suites properties have brand specified integrated audio entertainment in the following common areas: - Porte-cochere including main exterior entrance walkway - Reception desk/reception area - 2-story lobby area - Public restrooms - Reflect Dining - Outdoor dining area - Barista Bar - Refill Marketplace - All meeting/board/conference rooms - Corridor to conference/meeting facilities


100-31


UNIVERSAL FACILITY

105

- Fitness center - Pool area including any exterior patio/deck. - Elevator landings on guest room floors

All audio should be transmitted via in-wall/in-ceiling speakers with area-controlled volume. The system must allow for meeting/conference rooms to have multiple channels of music (minimum of 4) in each room individually selectable within in each room. The pool (including outside deck) and fitness centers must each have their own specific music designed for those spaces and controlled from the main panel or secured within each area. It is highly recommended that all other areas be configured to be on a single channel controller/selector (not a single volume controller) located in the back office or secured room to ensure music genres do not compete with each other in these adjacent areas. For additional information, see Information Technology & Telecommunications Standards, DMX in Public Areas Section 304.00.

The audio system must be integrated with the voice mail system to provide brand approved/specified on-hold music and messaging and be in harmony with the property’s stylish environment. - A paging system is required to be in place for emergency use only. - Both the background music and paging system must be in working order, producing clear voice/music transmission. - Effective soundproofing must be provided to ensure that noise from adjoining service and public areas does not disturb guests. Normal operating noises must be controlled and equipment placed for maximum efficiency and low noise levels.

• Reader Board - A brand specified reader board must be prominently displayed in the lobby on the Reception Desk. - The reader board lists accurate, up-to-date information regarding the times and locations of daily events and is presented in a professional manner. No hand written signs of any sort are permitted. • House Telephones - Telephones must be clean, well maintained and in good working order. - Each guest suite floor is required to have a house phone in the elevator lobby or other central entry point, which dials directly to the Reception Desk, not the guest suites. These phone extensions must be able to be clearly identified at the switchboard as to their location in the hotel. See the Operating Supplies & Equipment Rooms Manual for specifications. • ATM

If desired, an ATM may be provided if it is built into the wall to coordinate with the decor in a separate area away from the Reception Desk and main reception area or it may be placed in a vending area. Plans for ATM design and placement must be submitted to Cambria Suites Design and Construction department for review and approval.


100-32


UNIVERSAL FACILITY

105

• Elevators - Elevator service must be timely. - Public elevator wall, floor, window and ceiling surfaces are always clean and polished. - The elevator trim, moldings, handrails, etc., must be in good repair. - The emergency phone/intercom and automatic doors must be working properly. - All elevator door tracks must be clean. - Elevator lighting must be maintained at a comfortable level. Elevator floor markers must work properly and be illuminated. Elevator push buttons must be illuminated and clean. - The temperature and air circulation inside the elevator must be at comfortable levels. - Interior signage for the elevators must be in place and uniform. • Stairwells - Stairwell flooring is required to be slip resistant and must not present tripping hazards. - Signage for the stairwells is required to be in place and be clear, concise and uniform throughout the property. - Stairwells are not to be used for permanent or temporary storage areas, and must be well maintained and meet all local fire codes. • Public Restrooms - Separate public restrooms are required in each Cambria Suites property. - Restrooms are sized to meet the demand of public areas including the lobby and meeting rooms. - Unisex restrooms are acceptable only in the pool area and only if compliant with local codes and approved in writing by Choice Hotels International. - Public restrooms must always be crisp and clean, including vanity, floors, stalls, sinks, soap dispensers, and mirrors. - Sink areas should be kept dry. - Debris must be not evident and waste receptacles must be emptied well before waste overflows. - Ventilation systems must always work properly and the air quality must be fresh. - Each restroom is required to contain the specifed framed vanity mirror. - Public restrooms guest supplies include: - Two-ply facial tissue enclosed in box/dispenser - Top quality washroom paper towels - Lotion soap in permanent dispensers, convenient to all basins is required. An adequate supply of soap is maintained at all times. - A double roll toilet tissue dispenser in each stall - Two rolls of facial-quality toilet tissue per stall - Feminine sanitary product receptacle per stall (ladies’ room) and one dispenser per ladies’ restroom - Integrated paper towel dispenser and waste unit is required unless contrary to local code. - An adequate supply of paper towels is maintained at all times. - Electric hand drying devices may be available in addition to the paper towels. - Baby diaper changing station in both men’s and ladies’ restrooms - Each stall has a door with an operable privacy lock. Hooks are available in each stall.


100-33


UNIVERSAL FACILITY

105

• Corridors - Enhanced furnishings, artwork/mirrors and wall fixtures should be placed in the corridors as appropriate. - Corridors are kept neat, clean and unobstructed. - Housekeeping closets, linen rooms, storage areas must be secure. Laundry and trash chutes must be self-closing and self-locking. The corridor environment must be comfortable (lighting levels, air quality and temperature). • Ice Machines and Vending - Ice and vending machines must be stocked, self-dispensing, clean and in proper working order. - Vending machines are not permitted in the lobby. Only a centrally located ice machine must be provided on the first floor. - One centrally located self-service ice machine and soft drink machine is required on every floor, except the first floor. Guests must be able to get ice without leaving their floor. - Closed bin, dispenser type, ice machines are required. - All vending areas must meet Cambria design and construction specifications. • Storage Areas - Back-of-the-house storage areas must be properly maintained, clean and in good condition. - Storage areas must not be overly stocked with items that would cause safety concerns. - Storage areas are required to have proper lighting. - Storage areas must be properly secured. 105.08 Energy Management Systems A responsible approach to energy management should be undertaken at every hotel. When considering options to implement, the impact on guest safety and satisfaction must be taken into consideration. Hotels wishing to implement energy savings features within the guest suites and/or public spaces using any type of automated system must first submit the plans and specifications to Cambria Suites Brand Management for review and approval. All such submissions should be sent via e-mail to [email protected]. 105.09 Scent Program The brand specified environmental Scent Program from DMX must be installed and fully operational 24/7 in the Refresh Pool and the Refresh Fitness Centers. The specified scents for each designated area must be used.


100-34

UNIVERSAL FACILITY


105

105.10 Lights, Light Fixtures & Lighting Levels All fixtures and bulbs are clean (free of dust, cobwebs and smudges), well maintained and in proper working order. The following lighting levels are to be maintained throughout the hotel and exterior areas:

FOOT-CANDLE RANGE GUEST CONTACT AREAS

EXTERIOR Exterior Paths and Walkways Surface Parking Areas

(unless otherwise stated, measurements are taken at 36" AFF)

  8-12  

Drive Entrances

10-25

Drive Aisles

5-10

Parking Slots

5

Parking Structures

 

Entrances

10-25

Traffic Lanes

10-15

Parking Slots

2-5

Stairwells

20-25

Sundry Shop

50

 

 

INTERIOR PUBLIC SPACES

 

Main Entrance

20-30

Lobby (measured at surface of lobby seating group)

20-30

Lobby - Business Center area (measured at surface of table)

30-40

Lobby - Media Wall (measured at surface of seating)

15-30

Reception Desk (measured at surface of counter)

40-70

Guest Elevator & Foyer

20

Guest Corridors

20

Vending

25


100-35

UNIVERSAL FACILITY


105

FOOT-CANDLE RANGE GUEST CONTACT AREAS

(unless otherwise stated, measurements are taken at 36" AFF)

Reflect - Food and Beverage Outlet (measured at seating)

 

Morning Day Part

30-50

Evening Day Part

10-30

Bar

 5-15

Function and Ballrooms

 

Function Room Corridors/Pre-function Areas

20-30

Meeting/Banquet General room lighting

30-70

Meeting/Board Room at table surface level

60-70

Restrooms (in stalls and general lighting)

10-20

Restrooms (At Vanity)

20-30

Refresh Fitness Center

30-60

Pool ( at 36" AFF around pool deck)

20-30

Guest Laundry

30-40

 

 

GUEST SUITES

 

Parlor area (general Lighting in center)

25-50

At door entry (one foot into suite at door center with entry light on)

10-20

At center of sofa on seat cushion

15-30

On top surface of desk in center

40-60

On top of bed 18" from side edge of bed 18" from headboard

15-25

 

 

GUEST BATHS

 

At vanity surface

40-50

In front of vanity at 60" AFF

45-60

In shower with curtain closed

10-20


100-36

UNIVERSAL FACILITY


BACK OF HOUSE AREAS

Administrative Offices Service Corridors Elevator Machine Rooms Elevator Pits

FOOT-CANDLE RANGE (unless otherwise stated, measurements are taken at 36" AFF)

50 Min. 20 25-30 Min. 20

Stairwells

20-25

Kitchen and Pantry

50-70

Team Member Toilet and Lockers Storage Rooms

105

50 20-30

Housekeeping Storeroom

50

Hotel Laundry - Washing

50

Maintenance Shops

30-50

Mechanical and Electrical Rooms

30-50

Paint Shop

40-50

Storerooms

20-30

105.11 On Property Hotel staff shall not reside in the hotel.


100-37


HOUSEKEEPING & MAINTENANCE SERVICES

106

106.00 Housekeeping & Maintenance Services There is nothing more important to a hotel guest than the state and cleanliness of the guest suite. A clean, fresh-looking and properly stocked suite is essential to a positive guest experience. As a brand and as a member of the local community, it is also important that we take an environmentally responsible approach to housekeeping while ensuring that our guests receive a meticulously clean and well maintained suite. It is important to note that, without a high level of housekeeping, a property will not be allowed to continue operating as a Cambria Suites property.

106.01 General Housekeeping Services • Occupied guest suites must be cleaned thoroughly each day. • Housekeeping employees are required to report all guest suite maintenance concerns immediately and follow-up to ensure that all maintenance requests have been completed. • Housekeeping carts are always neat, clean and organized. • Carts and equipment must not be left in the corridors when not in use, and may never block a guest’s path. • Carts are always positioned in front of open suite doors while suites are being serviced. • Carts are kept fully stocked with all items necessary to service the suite. • Housekeeping employees must always maintain guest confidentiality and guest suite security. • All rooming lists are kept confidential. • If a guest makes a request for admittance into a suite not currently being serviced, the Housekeeping employee must politely decline but should offer other assistance, such as contacting the Reception Desk. • If a guest makes a request for admittance into a suite currently being serviced, the Housekeeping employee politely requests the guest insert their room key into the lock to ensure it unlocks the correct door, then allows the guest to enter. The employee then identifies a more appropriate time to return and finish the suite. In the event the guest’s key does not unlock the door, the employee should politely request the guest remains outside the suite while they contact the Reception Desk for assistance. • Housekeeping employees always extend Cambria style of service by proactively greeting guests in the corridors. • If Housekeeping employees are vacuuming the corridor and a guest approaches, the attendant politely turns the vacuum off until the guest is ten (10) feet past the area.


100-38



106

• Full housekeeping services are to be performed daily for every occupied suite unless the hotel qualifies to participate in the Cambria Suites Environmental Program. If a hotel qualifies to participate in the environmental program and chooses to do so, they must use the approved conservation collateral available through Cambria Suites Brand Management. This collateral consists of two guest room pieces (one for terry and one for linen). The linen reuse card must be placed on the nightstand in plain view of the guest or on the bed pillow of each bed. The terry reuse card must be hung on the main towel rack in plain sight of the guest. This permits the hotel to use the following housekeeping standards in the guest suite: - Used terry is required to be changed every third day of a guest’s stay and in any of these circumstances: - Upon checkout - When the terry is on the floor or in the bathtub - When the guest requests to have their terry changed by notifying Housekeeping, Guests Services or any other hotel team member. - If the terry is stained or damaged - If the room is discrepant in any way - Used linen is required to be changed every third day of a guest’s stay and in any of these circumstances: - Upon checkout - If a guest requests their linen be changed by placing the conservation program card on the pillow or by notifying Housekeeping, Guests Services or any other hotel team member - If the linen is stained or damaged in any way - If the room is discrepant in any way • If the hotel does not qualify or chooses not to participate in the Cambria Suites Environmental Program, terry and linen must be changed on a daily basis instead of every third day as noted above. All other requirements remain the same. • An average of “three-PAR" stock of terry and guest room linens must be available at all times. PAR is a standard unit of measurement for the inventory required for each available room. Three-PAR refers to the number of items, or turns, of inventory needed. Linen/ Terry PAR/ turns are typically as follows: one complete PAR/turn is being used in the guest suites, a second complete PAR/turn is located in the laundry, and the final PAR/ turn is secured in storage, to be pulled as needed. Required par stock of additional items as follows: - Pillows – Minimum par stock of 25% of total number of suites must be maintained for both types of brand specified pillows. - Blankets – Minimum par stock of 25% of total number of each bed type - Mattress Pads – Minimum par stock of 25% of total number of each bed type • These other housekeeping tasks are required to be performed daily in each suite: - Vacuum and sweep carpets and floors - Mop floors as needed - Dust, brush, polish and vacuum furniture - Dust and clean lamps, room decorations, appliances and structural design surfaces (i.e., light sconces, artwork, window sills, vents) - Clean telephones and remote controls


100-39



106

- - - - -

Check for damaged linen Clean showers, tubs, sinks, toilets, bathroom items, bathroom floors, and mirrors Remove trash and recyclable materials Replenish guest amenities and supplies Inspect suite for safety hazards and for the operating condition of equipment and report any deficiencies to the maintenance staff - Report lost and found articles, maintenance problems or special room problems to the supervisor - Prepare suite for guest’s arrival and respond to special guest requests, such as delivering a newspaper or cleaning a spill • In addition to guest suites, all public spaces must be regularly cleaned and maintained to ensure that a fresh, clean and appealing product is presented at all times. 106.02 Do Not Disturb Services • A system must be in place and implemented to manage the provision of “Do Not Disturb” services. • Employees must always respect the guest’s need for peace and quiet and must not wake or disturb guests displaying a “Do Not Disturb” door sign. • The sign must be the Cambria Suites brand-specified, “Privacy Please” door hanger-style card. • If the “Do Not Disturb” sign is still on the door after 2:00 pm, the Housekeeping Supervisor places the Cambria Suite specified note under the door notifying the guest that their request for privacy was honored and to contact the Reception Desk should they need any fresh towel, linens or amenities. The note must include the date, time and housekeeper’s signature. Should the suite be scheduled for departure and the hotel has not been notified of any request to extend the check-out or the stay, the Housekeeping Supervisor or Reception Desk employee are to call the suite to inquire about service. If there is no answer, a designated employee inspects the suite to see if the suite has been vacated. 106.03 Supplemental Suite Equipment • Delivery of additional equipment or supplies must be made within fifteen (15) minutes of the request. • All equipment and supplies must be clean, well maintained and in operable condition. 106.04 Infant Supplies • Cribs and play yards are available upon request and at no charge. • There must be at least one crib for every twenty (20) suites, meeting Cambria specifications per property. • All cribs and play yards must meet or exceed all applicable local, state and federal laws and regulations, including all Consumer Product Safety Commission safety guidelines. • Cribs are to be delivered with clean specified crib linen (no pillow) and set up for the guest.


100-40



106

106.05 Rollaway Beds • Rollaway beds are available upon request. • One platform style rollaway bed with innerspring mattress per thirty (30) sleeping rooms, or portion thereof, is required. No folding rollaways are permitted. • Bed boards must also be available upon request and at no charge. • Rollaway beds are delivered fully made (all linens, pillows, and blankets). • An extra set of terry and bath amenities must be delivered with each rollaway bed.

106.06 Lost and Found Services • Any and all personal belongings found in a vacant suite or other area of the property must be logged and turned into a designated secure location. • Lost and found articles are required to be properly dated, stored and secured. Articles are to be maintained in accordance with state and local ordinances and held for ninety (90) days. For anything of value in excess of $100.00, it should be retained for one (1) year. • Records must be maintained and procedures established to ensure prompt, accurate response to guests’ inquiries concerning lost articles.

106.07 Preventive Maintenance and General Maintenance • Each Licensee is required to uphold consistent excellence in maintenance in order to continue operating as a Cambria Suites. • All guest requests for maintenance must be responded to within fifteen (15) minutes in a courteous fashion, while ensuring guest privacy. Maintenance and repairs are always performed in an unobtrusive manner. • If repairs cannot be completed within fifteen (15) additional minutes, a management person or designated representative meets the guest and remains in contact with the guest until an acceptable alternative solution is agreed upon. • A consistent, systematic plan of scheduling inspections and maintenance of guest suites, public areas, and all mechanical and electrical systems is required. This type of program will substantially decrease guest complaints, unavailable suites and increase the life of the equipment in each room. The Preventive Maintenance Program includes: - Maintenance Cart When the suites needing inspection have been assigned, maintenance staff must be given an inspection form for each suite. Before beginning suite inspection, staff must ensure that all the items he or she will need are on the maintenance cart. If the cart is stocked and set up properly, the maintenance employee should not have to leave the suite until the job is complete, saving many work hours and making the department’s job much easier. - Scheduling Every suite must have the preventative maintenance inspection and necessary work performed a minimum of three (3) times per year.


100-41



106

- Inspecting the Suites Maintenance staff must routinely check all equipment and machinery in each guest suite to ensure that everything is working optimally. The inspection form for the suite must be filled out at each inspection and retained for twelve (12) months. - Documentation Preventive maintenance activities are documented on the inspection form, inserted into the maintenance notebook and are available for review. When all suites have been inspected, the maintenance schedule begins again. For more information on preventive maintenance programs, please reference the Cambria Suites Hotel Operations Manual.

106.08 Laundry and Dry Cleaning Same-Day Service • An on-site self service laundry facility must be available between 6:00 AM and midnight. • The on-site laundry facility is clean, free of dust and lint and meets the design specifications outlined in the Architecture & Engineering Standards Guest Laundry Section 406.01, as well as Interior Design Guest Laundry Section 506.01. • The minimum equipment is: - One top quality commercial coin-operated washer - One top quality commercial coin-operated dryer - A built-in table for folding laundry Note: Resort and destination locations may require more equipment. • All equipment must be provided with operating instructions. • Laundry detergent, and fabric softener must be available for purchase in the Refill shop with appropriate signage posted in the guest laundry directing them to Refill. • A house telephone must be available that automatically dials the Reception Desk when the receiver is lifted off the cradle. • Same-day laundry, pressing, and dry cleaning services must be available Monday through Friday, excluding holidays. • Laundry service bags with logos (minimum 17"x 26.5") and price lists must be available in every suite. Laundry bags should be placed in the closet or in a credenza drawer. • Processed laundry and dry cleaning orders are delivered to suites by 7:00 PM. • Boxed and folded items must be placed on the bed and dry cleaning delivered on hangers is hung in the closet with the Cambria Suites note card indicating that laundry has been delivered.


100-42



106

106.09 Deep Cleaning Proper deep cleaning will ensure a clean and fresh environment is presented to our guests therefore every hotel must establish, implement and document a deep cleaning program. Each guest suite is required to be thoroughly deep cleaned on an ongoing basis however deep cleaning tasks vary on frequency. As a result, it is recommended that deep cleaning tasks are handled on a monthly project basis. The deep cleaning tasks should be preformed as necessary but no less than and required minimum frequency as noted below: • Rotate mattress – quarterly • Shampoo/clean suite carpet – semi annually • Edge vacuum – monthly • Wash shower curtain liner – monthly • Wash shower curtain overlay – quarterly • Vacuum upholstery – monthly • Clean upholstery – annually • Wash/dry clean drapes – annually • Launder duvet inserts – quarterly • Launder blanket - monthly • Launder/dry clean bolster pillow cover – quarterly • Launder bed pillows – semi-annually As Cambria Suites is a 100% smoke free hotel, it is imperative it be maintained as such. In the event a suite has been smoked in or has any offensive odors, the suite must also be thoroughly deep cleaned before re-renting to another guest. Under these circumstances, all of the above noted deep cleaning tasks must be performed except the rotation of the mattress. Additionally, all walls must be washed and an ionic air cleaner operated in the suite for a minimum of one (1) hour or manufacturer’s recommended length of time.

106.10 Air Quality and HVAC • Suites must always smell fresh and be well ventilated. • The suite temperature must be comfortable upon guest arrival. • Heating, ventilation and air-conditioning equipment must be maintained in proper working order. • The thermostat must be accessible to the guest and the temperature and airflow is regulated by the guest. • HVAC cannot be loud or intrusive and must not disturb the guest.


100-43



106

106.11 Lighting Levels and Fixtures • Light and lamp switches are required to be easily accessible and free from any hazard. • Light fixtures and lamps must be well maintained, clean and free of dust. • All lighting fixture and lamps must be properly lamped and produce at least the brand specified minimum levels of light. • Lampshades must be clean and well maintained, firmly attached and balanced, with seams facing the wall.

106.12 Floors and Floor Coverings • All floors and floor coverings must meet Cambria specifications and be in safe condition and well maintained (free of tears, holes, and stains, fading, buckling or split seams). • All floors and floor coverings must be cleaned, swept or vacuumed daily and shampooed on a regular basis. • Carpet edges and surfaces around and behind furnishings must be clean and dust free.

106.13 Walls, Wall Coverings, Wall Bases, Ceilings and Vents • Wall bases must meet Cambria specifications, be clean and in good repair. • Walls, wall coverings, wall bases and corner guards must always meet Cambria Specifications as well as be clean and free of stains, holes, chips, tears, split seams or peeling or any visible damage. • Ceilings and vents must always be clean and free of stains, dust and damage.

106.14 Windows and Window Coverings • Windows must be clean inside and out, as well as free of cracks, smudges, streaks and fingerprints. • Window tracks, sills and frames must be clean and in proper working condition. • Window treatments must meet Cambria specifications and be properly coordinated with the surrounding décor. They must be clean and free of holes, tears and stains. • Window treatments must be hung and must function properly.

106.15 Furnishing Arrangement and Condition Each suite is required to be furnished and arranged according to Cambria design specifications. Furniture and case goods must be clean and free of scratches, chips, dents, holes, or any other damage.


100-44



106

106.16 Guest Suite Amenities, Linen & Supplies The chart below indicates the required amenities, linens and supplies in the guest suite. For addditional information and specifications, please refer to the Cambria Suites Operating Supplies and Equipment (OS&E) manual.

Item Guest Suite Wastebasket – Oval leatherette with top & bottom bumper. Color: Black. Must be ignition resistant.

Size

Quantity

Cambria Logo

13 Quart

One (1)

Not Permitted

Twelve (12)

Not Permitted

Removable Hangers with standard or mini hooks are required in all guest suite closets (ball top hangers are not permitted). Six of the hanger bars are to be non-slip and the other six hangers must have skirt/trouser hanger clips. Hangers must be manufactured from wood and lacquer finished. Iron – Commercially rated full size iron with automatic shut-off, non-stick surface and steam setting. Must be self cleaning and stored in mounted iron/ironing board caddy in closet.

Full size

One (1) each

Not Permitted

Ironing Board – Commercially rated full size, free-standing board with solid color ironing board cover and pad.

Full size

One (1) each

Not Permitted

Laundry Bag and Ticket – A laundry bag must be placed in the closet along with a laundry ticket containing pricing

17" x 26.5" Min.

One (1)

Required

Glass Tumblers – 10 oz clear glasses with textured base. To be stored on entry console with approved glass cap (stancap)

10 oz.

Two (2)

Not Permitted

Coffee Mugs – “C” handle two tone mug. Red on the outside white on the inside. To be placed on the presentation tray and covered with brand specified stancap.

11 oz min.

Glass/cup caps – approved branded stancaps with Cambria icon on top must be placed on top of all glassware and china cups/mugs

Fit glasses/ mugs

One (1) per glass and mug

Brand icon required

Ice Container – An insulated leatherette ice container with a lid must be placed on the entry console. Disposable plastic liner is required.

2 quart min.

One (1)

Not Permitted


Not Permitted

100-45



Item

Size

Quantity

Cambria Logo

Coffee & Tea Presentation Tray – Black ABS Plastic Tray with non-slip rubber feet

8"W x 1.5"H x 10.5"L min

One (1)

Not Permitted

One (1)

Not Permitted

One (1)

Not Permitted

Coffee Package Oganizer – Black plastic package stand Coffee Maker – 4-cup, one hour automatic shutoff with brew pause feature. Carafe body must be stainless steel or dual cup individual brewer.

4-cup or dual individual single cup

Coffee Service Supplies – One each Wolfgang Puck regular and decaffeinated coffees sufficient to brew the four cups each*. Numi tea envelope containing two individual tea bags. Individual service packs each containing: • Napkin • Stir stick • Sugar packets (2) • Low-cal sweetener (2) • Creamer (2) * If using dual single cup brewer, there must be two (2) each of the regular and decaffeinated coffee packages.

One (1) of each coffee and One (1) twin pack envelope of tea.* Two (2) individual service packs

Not Permitted

Ashtrays – NOT PERMITTED

N/A

None

N/A

Matches – NOT PERMITTED

N/A

None

N/A

3.5" x 8" – minimum 10 sheets/ pad

Two (2)

Required

Two (2)

Required

N/A

One (1)

Required

N/A

One (1)

Required

Note Pad – The brand specific note pad must be placed on the desk and at the night stand which contains the phone. Pen – The Cambria Brand specified ball point, click style ink pen must be placed beside each note pad. Do Not Disturb Card – Brand specified “Privacy Please” door hanger style card. Cambria Suites Brand Directory* – Most Current directory must be displayed on desk.

106

* Once published


100-46



Item

Size

Quantity

Cambria Logo

Desk Tray/TV Channel Guide – Wooden desk accessory tray to hold the remote with the TV channel guide inside.

N/A

One (1)

Required

Legal/Life Safety Notices – Emergency Instructions, the hotel/floor layout or diagram, the rate card and the innkeeper liability statement (as well as other legally required statements), should be combined into one professionally designed sign and mounted on the back of the suites entry door.

As required by code (not to exceed 324 sq. inches)

One (1)

Required

CD/AM/FM clock radio – Brand specified, must have presets (min of 5) and MP3 line-in jack, dual alarm, snooze feature and battery back-up. NOTE: The unit may not be secured/tethered in any manner.

N/A

One (1)

Required

Comment Card – The brand specified comment card is the only one permissible in a Cambria Suites.

One (1)

Required

Gideon Bible – The Bible is to be placed in the desk drawer, nightstand drawer or in a credenza drawer.

One (1)

Not Permitted

Guest Services Directory – Brand specified Guest Service Directory binder must be used.

One (1)

Required

Local Telephone Directory – Both white and Yellow pages are required.

One (1)

Optional

Television with Remote Control See standard 508.03.

Two (2)

Not Permitted

Auto-sensing remote multiport Media Hub or Jackpack (integrated media connection to the wall mounted TV provided by either LG or Philips).

1

No

Promotional Materials – Promotional materials and other point-of-sale merchandisers as specified by Cambria Suites are required

--

Required


106

100-47



Item

Size

Quantity

Cambria Logo

Refrigerator – Brand specified undercabinet free standing refrigerator of not less than 2.5 cubic feet is required to be installed in the entry console unit. The refrigerator is to be UL (Underwriters Laboratory) approved with stainless steel finish door and black in color. Ice cube trays are not permitted.

Min 2.5 cubic feet

One (1)

Not Permitted

Microwave Oven – Brand specified microwave oven of not less than .6 cubic feet and approved by UL (Underwriters Laboratory) be located in the entry console unit. It is to have a stainless steel finish front, 600 watts, touch pad controls and digital display.

Min .6 cubic feet

One (1)

Not Permitted

Two (2)

Faceplate must contain logo

Telephone – See Information Technology & Telecommunications Standards Guest Suite Telephone and Directories, Section 305.03 standards for specifications.

106

* NOTE: Portable luggage racks must be available upon request. These are required to be finished wooden racks with webbing straps, minimum size 17"l x 25"w x 19"h. Minimum quantity must be equal to 10% of the suite count.


100-48



106

106.17 Guest Suite Linen & Bedding The Cambria Suites bedding consists of the following components:

Box Spring Bed Skirt Mattress Mattress Pad Fitted Bottom sheet Flat sheet Blanket Top sheet Duvet with duvet insert Bed Pillows Pillow protectors Pillowcases Bolster Pillow

The quantities and specifications for each follow.

BED SKIRT One (1)/Bed

KING Style Content Size Lining Platform Decking Platform Strips Edge Detail QUEEN Style Content Size Pattern Lining Platform Decking Platform Strips Edge Detail


Tailored Inverted (5) Pleats 100% Polyester FR 76"W x 80"L x 15" Drop Optional 70/30 Polyester Cotton, Extended Cap at head 4" on Three Sides 1" Double Turned Lock Hem Stitched

Tailored Inverted (5) Pleats 100% Polyester FR 60"W x 80"L x 15" Drop Koni Nani Optional 70/30 Polyester Cotton, Extended cap at head 4" on Three Sides 1" Double Turned Lock Hem Stitched

100-49



MATTRESS PAD One (1)/Bed

KING Style Content

Color Size Fill Features Case Pack

QUEEN Style Content

FITTED BOTTOM SHEET One (1)/Bed

Color Size Fill Features Case Pack

KING Style Content Color Size QUEEN Style Content Color Size

FLAT SHEET One (1)/Bed



106

2169DELUX--AB-K 50% Cotton/50% Polyester Top, 100% Polyester Bottom White King, 78" x 80" 3.6 Ounce Bonded Polyester Anchor Bands, Machine Thread Quilting 4 Per Case, Priced Per Each

2169DELUX--AB-Q 50% Cotton/50% Polyester Top, 100% Polyester Bottom White Queen, 60" x 80" 3.6 Ounce Bonded Polyester Anchor Bands, Machine Thread Quilting 4 Per Case, Priced Per Each

Standard Textile Centima 75% Ring Spun Cotton, 25% Multi-Filament Polyester White 78" x 80" x 14"

Standard Textile Centima 75% Ring Spun Cotton, 25% Multi-Filament Polyester White 60" x 80" x 14" XL Standard Textile Centima 75% Ring Spun Cotton, 25% Multi-Filament Polyester White 108" x 120" XL Standard Textile Centima 75% Ring Spun Cotton, 25% Multi-Filament Polyester White 90" x 120"

100-50



TOP DECORATIVE SHEET One (1)/bed


PILLOWCASES Six (6)/King Four (4)/Queen

Protective PILLOW Covers Six (6) per King Four (4)/Queen


STANDARD Style Content

106

Standard Textile Centium Satin Microcheck 65% Cotton, 35% Multi-Filament Polyester White 108" x 120"

Standard Textile Centium Satin Microcheck 65% Cotton, 35% Multi-Filament Polyester White 90" x 120"

Color Size

Standard Textile Centima 75% Ring Spun Cotton, 25% Multi-Filament Polyester White 42" x 36"

 STANDARD Style Content Color Size

Zippered or Envelope Style Minimum 50% Cotton White 21" x 27"

100-51



Synthetic Fill PILLOWS

            

Down Fill PILLOWS

 

Three (3)/King Two (2)/Queen

Three (3)/King Two (2)/Queen

             

One (1)/Bed

               

Synthetic Fill Pillow 18004*, Trillium Gel Fiber Pillow*

Type Style Fill - Outer Chamber Fill - Inner Chamber Construction Tick

Down and Feather Filled Pillow 22782*, Touch of Down Down Duck Feather Pillow in a Pillow Barrier Weave, 230 Thread Count, 100% Cotton, White Pacific Coast brand label, Blue Fabric label for identification Machine Washable & Dryable

Label

BLANKET

Type Style Fill - Outer Chamber Fill - Inner Chamber Construction Tick Edge Label Care Other Size Weight

Care Other Size Weight

106

Blown Microdenier (under 1) Fiber T230, White, 100% Cotton Double Needle Corded Restful Nights + Cambria Suites Logo Machine Washable & Dryable Hypo allergenic 20” x 30” 28 Ounces

20” x 30” 37 Ounces

KING Content Color Size

50% Cotton, 50% Polyester White King, 108" x 90"

QUEEN Content Color Size

50% Cotton, 50% Polyester White Queen, 90" x 90"

*Item numbers will change in early 2009. See Operating Supplies & Equipment (OS&E) Manual.


100-52



DUVET COVER One (1)/Bed

KING Style

Size QUEEN Style

Size

DUVET INSERT One (1)/Bed

KING Style Fill Size QUEEN Style Fill Size

BOLSTER PILLOW One (1)/Bed

KING Style Content Size Fill QUEEN Style Content Size Fill

STORAGE BAG One (1)/room

Style Size Features


106

Reversible knife edge, square corners at top, rounded corners at bottom, hidden zipper closure and 10" double string ties on inside of all four corners. Self-lined/ reversible with face fabric on both sides. 106" x 95"

Reversible knife edge, square corners at top, rounded corners at bottom, hidden zipper closure and 10" double string ties on inside of all four corners. Self-lined/ reversible with face fabric on both sides. 90" x 95"

Quilted 4 oz. per square inch minimum 100% Hollowfill polyester, 70/30 poly/cotton ticking 106" x 95"

Quilted, 3/4 loop at corners 4 oz. per square inch minimum 100% Hollowfill polyester, 70/30 poly/cotton ticking 90" x 95"

Standard Cylinder with knife edge end pieces, concealed zipper 100% Polyester 36" x 8" Diameter High Density Poly Pillow Form

Standard Cylinder with knife edge end pieces, concealed zipper 100% Polyester 30" x 8" Diameter High Density Poly Pillow Form 55UHKL-1246 For Queen or King Blankets, 15"W x 10"H x 27"L Clear, Vinyl Bag With Zipper

100-53



106

• See Interior Design Standards, Bedding Standards, Section 509.02 for current specifications on the required mattress and box springs. All mattress sets must be firm and comfortable meeting Cambria specifications. Mattresses must be clean and in good condition, free of holes, tears, stains or damage. • All bedding and linens must be spotlessly clean, well maintained, free of holes, tears, stains or damage and fresh smelling. • Pillows are required for all beds (including roll-a-ways and sleeper sofas). Pillows for the sleeper sofa are included in the pillow count that is used for and displayed on the actual King or Queen beds in the suite: - Each King bed must have six (6) standard size pillows. Three (3) of the pillows are the brand specified feather and three (3) are the brand specified fiberfill. - Each Queen bed must have four (4) standard size pillows. Two (2) of the pillows are the brand specified feather and three (2) are the brand specified fiberfill. - A minimum par stock of 25% of the total number of suites must be maintained at all times for both types of brand specified pillows to accommodate guest requests for additional pillows as well as stock for the roll-a-ways and regular replacement. • Each bed (including sofa beds and roll-a-ways) must contain the Cambria specified blanket. The blanket must be fully encased in between two (2) flat sheets on the bed so that no portion of it comes in direct contact with the guest. The blanket must be washed on a regular basis (recommended as part of the deep cleaning) as well as whenever it becomes soiled, stained or upon guest request. • The sofa bed is to be made up with the mattress pad already on the bed. All other items including the fitted sheet, two (2) flat sheets and blanket are to be enclosed in the brand specified storage bag and placed on the closet shelf. There is to be the Cambria specified guest card within the sofa bed visible upon opening which directs the guest to the location of the linens and offers assistance to setup. • Additional blankets must be available upon request by the guest. A minimum par stock of 20% of suite count must be maintained on hand at all times.


100-54



106

106.18 Guest Bath Amenities & Supplies NOTE: See Cambria Suites OS&E Manual for additional information.

Size

Quantity

Cambria Logo

Facial Soap – Bath & Body Works Pleasures Coconut Lime Verbena Moisture Rich Cleansing Bar

1.50 oz.

One (1) each

Not Permitted

Bath Soap – Bath & Body Works Pleasures Warm Vanilla Sugar Moisture Rich Cleansing Bar

2.0 oz.

One (1) each

Not Permitted

Shampoo – Bath & Body Works Pleasures Coconut Lime Verbena Volumizing Shampoo

1 oz Bottle

One (1)

Not Permitted

Conditioner – Bath & Body Works Pleasures Coconut Lime Verbena Volumizing Conditioner

1 oz. Bottle

One (1)

Not Permitted

Lotion – Bath & Body Works Pleasures Coconut Lime Verbena Body Lotion

1 oz. Bottle

One (1)

Not Permitted

Soap Dish – Resin material, brand specified

4" Square

One (1)

Not Permitted

Facial Tissue Dispenser – Black plastic Cube dispenser. Must be placed on the bath vanity. No brand name designation is allowed.

One (1)

Not Permitted

Box Facial Tissue – Cube box two-ply tissues. Must be white in color and a nationally recognized major retail brand.

One (1)

Not Permitted

Toilet Tissue – Facial quality two-ply toilet tissue. Must be white in color and a nationally recognized retail brand. End must be folded to a point. Spare rolls must be wrapped.

Two (2)

Not Permitted

Toilet Tissue Dispenser – Single roll Must be installed convenient to the commode.

One (1)

Not Permitted

Shower Curtain Liner

One (1)

Not Permitted

Cambria Suites Shower Curtain

One (1)

Not Permitted

Metal “Roller Ball” Shower Curtain Hooks

Twelve (12)

Not Permitted

Item


100-55



Quantity

Cambria Logo

Hairdryer – Andis mid-sized 1875-watt hair dryer with minimum three (3) speeds and three (3) temperatures. Black and silver in color. To be placed in basket/tray on bottom shelf of vanity.

One (1)

Not Permitted

Hairdryer basket/tray – wooden tray used to house the hairdryer and extra roll of tissue on the bottom shelf of vanity.

One (1)

Not Permitted

Item

Size

Guest Suite Wastebasket – Rectangular leatherette with top & bottom bumper. Color: Black. Must be ignition resistant

7 Qt.

One (1)

Not Permitted

Mouthwash – Bath & Body Works Refreshing Mouthwash with Mint Extract

1 oz

*

No

*

No

*

Yes

White Shoe Mitt in band

*

No

Deluxe Vanity Kit

*

No

Disposable Razor – Nationally recognized brand (Bic individually wrapped)

*

No

Shaving Cream – Nationally recognized brand (Colgate)

*

No

Toothbrush – Nationally recognized brand (Colgate individually wrapped)

*

No

Toothpaste – Nationally recognized brand (Colgate)

*

No

Deodorant – Nationally recognized brand (Lady Speed Stick)

*

No

Deodorant – Nationally recognized brand (Mennen Speed Stick)

*

No

Sewing Kit – Six (6) Needle pre-threaded sewing kit in clear plastic case

*

No

Comb

*

No

Two (2)

Not Permitted

Make-up Remover Shower Cap

Glass Tumblers – Clear w/textured base to be stored on entry console with approved glass cap (stancap)

N/A

10 oz

106

* Indicates these are required for the “Forget Something” program but not required to be placed in the suites. Available from Guest Supply. C A mbria S uites | E ffective F ebruary 1 , 2 0 0 9

100-56



106

106.19 Bathroom Amenities • Amenities must be neatly arranged. • In a stay over suite, once a personal amenity has been used by a guest, it should be replenished with a new item, however, the used amenity should remain in the suite until it is more than 50% consumed. All opened or used personal amenities must be replaced upon check-out. • Amenity packaging must be fresh and in good condition. • Logo personal care items outside of the Bath & Body Works program are not permitted unless specifically noted. • Any product that is required in the Forgot Something program AND that is available in the Bath & Body line must have the Bath & Body logo/ design. For example, shower caps are required in the Forgot Something Program AND are available with the Bath & Body logo/design. Therefore, all shower caps, whether displayed in the bathroom or provided to the guest upon request, must have the Bath & Body logo/design.

106.20 Guest Bath Terry & Softgoods • Each bathroom must be supplied with the specified terry products as outlined below. • All bath towels, hand towels and washcloths must have 100% terry content and be soft, clean and well maintained (free of holes, rips, frays and stains). • Additional towels must be readily available and supplied to the guest at no additional charge. • All guest suite terry must be white in color.


100-57



Bath Towels Quantity:

Hand Towels

Wash Cloths

King-Three (3) King-Three (3) King-Three (3) Double-Four (4) Double-Four (4) Double-Four (4)

106

Bath Mats One (1)

Grade:

1st Quality

1st Quality

1st Quality

1st Quality

Minimum Terry Content:

100%

100%

100%

93%

Maximum Polyester:

0%

0%

0%

7%

Minimum Size:

27" x 54"

16" x 30"

13" x 13"

22" x 36"

Minimum Weight:

17.0 lbs.

5.0 lbs.

1.75 lbs.

11.0 lbs.

Logo

Connoisseur

Connoisseur

Connoisseur

Connoisseur

• PAR Levels – An average of “three-PAR” stock of terry and guest room linens must be available at all times. • The shower curtain and liner are required and must be hung on a curved rod. • The rod, shower curtain and liner must be clean and well maintained. • Fabric content must be a 65/35 polyester/nylon blend and contain 12 chrome grommets. • The shower curtain liner must be a standard 6' x 6' size and be washable, 10 gauge durable waterproof vinyl or nylon with no side or bottom hems. The liner should have a reinforced header with rustproof metal grommets and be chemically treated for bacteria, fungus and mildew resistance. The liner must meet or exceed all local, state and federal flammability requirements.


100-58



106

106.21 Bathroom Cleanliness and Condition • The bathroom must be meticulously clean, sanitized and well maintained at all times. There should be no dust, dirt, stains, mold, mildew, debris, tears, chips, damage or improperly functioning fixtures or the like on any surfaces or finishes. • All glass and polished (gloss) surfaces must be clean, clear, free of streaks, fingerprints and smudges, free of cracks and discoloration. • Bathroom terry is to be stored using the vanity shelving and rod as well as the wall shelving and towel rod in the bathtub alcove. At least one (1) bath towel and one (1) wash cloth must be presented on the bar in the bath alcove. • Ceilings and ceiling vents must be clean and well maintained, free of stains, mildew and dust. • All bathroom lighting must be in excellent condition, dust free and equipped with the brand specified lamping to ensure brand standard lighting levels are maintained at all times.

106.22 Hot Water Hot water must be available at all times. The temperature range must be 105° - 115°F (41° - 46°C).


100-59


R E F R E S H F I T N E S S & R E C R E AT I O N

107

107.00 Refresh Center The Refresh fitness center should be constructed and equipped per the prototype plans approved for each Cambria Suites Property. It should be consistently maintained in a clean, organized manner in order to provide our guests with a welcoming, relaxing place in which to exercise and unwind.

107.01 Hours of Operation • Use of the Refresh fitness center and pool/spa is complimentary and for the exclusive use of hotel guests. • The pool/spa area is open at a minimum from 5 AM until 12 (midnight), seven days per week, 365 days a year. Unless a lifeguard is required, hotels are encouraged to have the pool/spa area open twenty-four (24) hours per day. • The Refresh fitness center is open twenty-four (24) hours per day, 365 days per year. • Refresh fitness center and pool areas must be accessible by guest suite key.

107.02 Signage • All signage must be properly displayed and conform to the interior graphics standards as found Lobby Area and Inerior, Section 105.07 and Marketing and Brand Identity Standards, Signage, Section 203.00. • Professionally designed signage must be installed in the fitness center providing information on the use of equipment and health precautions. There must be a “Use at Your Own Risk” warning sign. • Clear instructions for the use of each piece of fitness equipment are displayed on or adjacent to the equipment. • Pool and spa safety and other required signage should be displayed prominently and always be clean and well maintained. • A sign must be posted near the telephone in the fitness area and pool providing instructions for contacting property and emergency personnel. The signage must include details regarding emergency services/requirements as outlined by local ordinance.

107.03 Emergency Telephones • A no-dial house telephone programmed directly to the Reception Desk (staffed twentyfour (24) hours a day) must be available in a centrally accessible location in both the fitness and pool areas. • The phone must be properly labeled with emergency instructions. • Telephones are always wheelchair accessible. • Employees answering calls dialed from emergency phones are required to be trained on emergency response procedures.


100-60



107

107.04 Facility and Equipment Maintenance • All equipment must be kept in proper working order. • Any equipment in need of repair should have an “out of service” sign placed on the equipment. The expected date when repairs are to be completed should be indicated. For example, “We are sorry for the inconvenience. Service is scheduled for (date).” Repairs should be completed within 48 hours. Signage may not be handwritten. • Maintenance and Engineering should be notified immediately of any facility or equipment problem.

107.05 Fitness Center Cleanliness and Condition • The Refresh fitness center must be cleaned and maintained throughout the day. • The Refresh fitness center is monitored and a service checklist is completed at a minimum of every two (2) hours during the day beginning at 5 a.m. until 12 a.m. This includes, at a minimum: - Equipment wipe down - Properly organize & store all moveable core equipment - Straightening/organizing of all periodicals - Removal of dirty towels and replenishment of clean towels - Removal of trash and debris - Ensure ample supply of drinking water and other supplies. • Adjacent restrooms must be clean and well maintained. • Sanitary “gym wipes,” enclosed in a stainless steel display container, must be available for guest use.

107.06 Fitness Center Equipment All exercise equipment must be of commercial quality and of the make, model and quantity specified below. All clearances, as specified by the manufacturer, must be maintained in accordance with the plans provided at installation.


100-61



107

Cambria Suites Fitness Equipment Matrix REQUIRED

QTY

EQUIPMENT DESCRIPTION

•

2

Balance Trainer

Advantage Fitness Products

AFP33318

2

Bench (Adjustable)

Precor

CW119

•

3

Commercial Treadmill

Precor

946i

•

1

Deluxe Medicine Ball Package


AFP35994

•

2

Dumbbell - Hex Rubber (55 lbs)


TKO814TXR-55

•

2



TKO814TXR-60

•

2



TKO814TXR-65

•

1

Dumbbell Set - Hex Rubber (10 pairs 5-50 lbs)


TKO814TX5-50

•

1

Dumbbell Tray Rack


HAM3T-FLT

•

2

Elliptical Cross Trainer

Precor

Precor EFX 556i

•

1

Exercise Bike (Recumbent)

Precor

C842i-R

•

1

Exercise Bike (Upright)

Precor

C842i-U

•

5

Exercise Mat


AGMAFPMAT

•

1

Exercise Mat Hanger


FWMATHNG

•

1

Fitness Ball - 55cm


AFP55CMBALL5

•

1

Fitness Ball - 65cm


AFP65CMBALL5

•

1

Fitness Ball - 75cm


AFP75CMBALL5

•

3

Fitness Ball - Base


AGM35953

•

1

Fitness Ball - Inflate Pump


AGM35956

•

1

Functional Trainer

Precor

FTS Glide

•

1

Scale 1 - Weight

Health-O-Meter

Physician Series 400KL

•

1

Scale 2 - Weight

Health-O-Meter

Physician Series 599KL

•

1

Scale 3 - Weight

Health-O-Meter

160KL


VENDOR

MODEL #

100-62



107

• The exercise room is required to contain a weight scale. Select from the following approved weight scales: Mnfr: Health-O-Meter – www.healthometer.net (800) SCALE-15 Model(s) – Select from the following units: Physician Series 400KL Model 160KL Digital series 599KL • The exercise room is required to provide a central location for water, towel service and magazines. • The exercise room is required to contain the following minimum number of selections of periodicals in the approved magazine rack: - Two (2) different national business magazines (choose from Business Week, Forbes, Fortune and Fast Company) - Two (2) different national news magazines (choose from Time, Newsweek, US News & World Report) - Three (3) different national health & fitness/outdoor adventure magazines (i.e. Men’s Fitness, Cycling, Hiking, etc.) - One (1) other national general or special interest magazines (i.e. Conde Nast Traveler, This Old House, the New Yorker, Wired, etc). The current issues must be available at all times and in good condition. A sufficient quantity of these periodicals must be maintained so that the total number of periodicals in the Refresh fitness center is equal to the number of fitness stations in the center, plus two additional periodicals. • The exercise room must have a bottled water cooler, approved filtered water cooler or provide chilled individual bottle service. • The exercise room must have an ample supply of fresh clean towels at all times available to guests without charge. • Towels must meet the same Cambria Suite specifications as for the Guest Suite hand towel:

Ring:. . . . . . . . . . . . . Spun 100% cotton Size:. . . . . . . . . . . . . 16" x 30" Weight:. . . . . . . . . . . 5 lbs. Towels must be first quality, hemmed on four sides, white in color with white Dobby border.

• Towels are kept clean, free of rips, stains and tears. • A towel rack for clean linens and a bin for soiled linens are required. • Soiled linen bins should be emptied before overflow. • One (1) remote controlled wall-mounted flat-panel TV (42" minimum) is required in the exercise room as specified in the Architecure & Engineering Standards “Refresh” Fitness Center, Section 407.02. The TV must be connected to the MATV system and must be mounted close to the ceiling with concealed power and cable cords.


100-63



107

• All fitness equipment, including cardio equipment, strength machines, benches and racks must not exceed five (5) years of age. Core and Balance equipment must not exceed five (5) years of age. All equipment must be maintained in “like new" operating condition and refreshed no later than the appropriate five-year cycle. • A wall-mounted clock displaying the accurate time is positioned for maximum viewing in the exercise areas. • Walking and jogging route maps, including distances, are available at the Refresh Fitness Center Reception Desk. Suggested routes must be through areas that are considered safe.

107.07 Pool Cleanliness and Condition • An indoor swimming pool must be available, open and accessible to guests with the use of their guest suite key. • The use of the pool is complimentary and for the exclusive use of hotel guests. • The pool is to be monitored and a service checklist completed at a minimum every two (2) hours during the day from 5 a.m. to 12 a.m. This includes at a minimum: - Wipe down of tables and seating - Removal of dirty towels and replenishment of clean towels - Removal of trash and debris • The pool facility must be comfortable, safe, clean and well maintained. • All pool and patio furniture is required to be commercial quality, clean and well maintained, and free of broken or damaged strapping or frames. • The pool and patio furnishings must meet the requirements as outlined in the Cambria Suites Interior Design Standards “Refresh” Swimming Pool, Section 507.04 and Pool Courtyard Section 507.05. • The appearance of the pool and spa water must be clear when the pool is open for guest use. • The chemical balance of the pool and spa water should be checked at a minimum of twice daily and maintained per local health and safety regulations. The pool temperature and humidity specifications are as follows: - Desirable operating room temperature is between 80°F - 85°F. - The pool temperature is maintained between 78°F - 80°F. - Spaces adjacent to the indoor pool area must not be more than ten (10) degrees colder. - The desirable humidity level should not exceed 55%. - The spa temperature must not exceed 102°F.


100-64



107

107.08 Pool Towels • Pool towels must meet Cambria Suite specifications as follows:

Grade. . . . . . . . . . . . . . . . . . . . 1st Quality Min. Terry Content. . . . . . . . . . 100% Max. Polyester Content. . . . . . . 0% Min. Size. . . . . . . . . . . . . . . . . .34" x 60" Min. Weight. . . . . . . . . . . . . . . 15.5 lbs. Color . . . . . . . . . . . . . . . . . . . . White with blue wave border

• An adequate supply of clean pool towels must always be available at poolside on a complimentary basis. • Towels are kept clean, free of rips, stains and tears. • A towel rack for clean linens and a bin for soiled linens are required. • Soiled linen bins should be emptied before overflow.

107.09 Pool Safety • Children fourteen (14) years of age and under must be accompanied and supervised by an adult, unless otherwise specified by local law. • Underwater lighting must be used to illuminate the pool. • Depths are clearly shown on the pool coping and at the waterline of the pool in both feet and meters. • Floater lines are required at the depth of five feet (5) in pools that are deeper than five (5) feet. • Diving boards, diving platforms, slides and trampolines are prohibited. • Two (2) life safety devices that are U.S. Coast Guard approved, or have the equivalent approval, and one (1) life hook are prominently displayed and easily accessible. • If dictated by local ordinance, a lifeguard must be on duty. • If local law does not require a lifeguard, a sign must be posted indicating that there is no lifeguard on duty. The sign must meet the requirements set forth in the Design & Construction Standards or the local governing authority, whichever are greater. • It is the Licensee’s responsibility to ensure that all local, state and federal laws, regulations and codes must be met or exceeded with respect to the design, construction, maintenance and operation of the property’s pool.


100-65


R eception desk

108

108.00 Reception Desk The Reception Desk of the Cambria Suites is usually the first place where a guest comes in contact with a hotel employee, and where guests make purchase and value decisions. Since first impressions are vitally important, the Reception Desk must project a warm, professional appearance and employees at the Reception Desk must provide guests with consistently attentive, friendly and genuinely caring service.

108.01 Reception Desk Appearance • The Reception Desk atmosphere should project a calm, welcoming, organized environment and always be in impeccable condition, regardless of the time of day • The only items permitted in view of guests at, on or around the Reception Desk are those brand marketing materials as specified periodically by the Cambria Suites Brand, a bowl of fresh red and/or green apples and the event reader board signage. Notes, work schedules, telephone lists, restaurant menus, calendars, rates and other similar items should not be attached to walls or be in guests’ view. No other items, materials, brochures, etc., including but not limited to souvenirs, crafts, memorabilia, sundries, donation solicitations or any other items are permitted at the Reception Desk or in any portion of the lobby and public areas within a Cambria Suites hotel. • A list of local emergency telephone numbers is to be maintained at the Reception Desk in the emergency procedures manual, as well as at the switchboard or Reception Desk phones in a binder (out of guest view).

108.02 Reception Desk Staffing • To ensure optimal guest coverage at all times, a properly uniformed guest service associate must staff the Reception Desk twenty-four (24) hours a day and never leave it unattended. • If, at any time during check-in or check-out there are more than three (3) guests waiting for service, another station must be staffed, continuing until all available stations are staffed. • There must be a plan and an established method for calling additional staff for assistance without leaving the Reception Desk unattended. • A manager should be available by pager or cell phone at all times to assist Reception Desk employees. • Front office personnel must be proficient in the predominant language of the hotel’s location. • Reception Desk staff should greet each guest as he or she enters the lobby, coming out from behind the desk when possible. If the entire staff is busy and cannot immediately greet each guest, they should make eye contact and smile as the guest approaches. When known, Reception Desk staff should always use the guest’s name in welcome and provide a special acknowledgement to return guests. Reception Desk staff should always introduce themselves if a guest’s name is not known. A guest should always be addressed by their last


100-66


R eception desk

108

name unless the guest has introduced themself in another manner or given permission to call them by their first name.

108.03 Local Area Maps & Directions All Reception Desk employees must be able to provide directions from various locations to the hotel, and directions and freshly printed maps from the hotel to local businesses, places of interest, major highways, airports, restaurants, places of worship, etc. Maps and/or pre-printed directions should be stored electronically on the Property Management System (PMS) system for immediate printing when requested by guests. Maps include directions from the nearest major metropolitan area(s). Poorly generated copies of directions and maps are not acceptable.

108.04 Check-in and Check-out Times • The check-out time is listed on the registration card, in the Guest Services Directory, and on the notice on the back of the guest suite door. • The posted check-in time is 3 p.m. and the posted check-out time is no earlier than 11 a.m. • There will be no charge for checking out before expected departure date. • When a guest with a confirmed reservation is required to wait for a suite assignment, the guest should be given an estimate of the time when the suite will be available, and the guest should be offered luggage storage. • Every effort should be made to accommodate requests for early arrivals and late departures.

108.05 Guest Suite Number Privacy • For security purposes, suite numbers are never to be announced aloud. The suite number is printed or written on the key packet, where the employee will point it out to the guest. • Suite numbers are not given to people calling into or visiting the property without explicit permission of the guest

108.06 Registration Information Verification and Traditional Check-in Services • To ensure a smooth check-in experience for our guests, the following registration and reservation information should be reviewed and verified: - Proper spelling of guest name (last and first, if necessary) - Photo identification - Requested accommodation and bed type - Number of nights - Departure date


100-67


R eception desk

108

- Choice Privileges® Program membership (If the guest is not a Choice Privileges® member, the Reception Desk employee should ask if he or she is interested in becoming one and provide a brief overview of the program benefits as well as offer to enroll them so they may begin earning points with their stay.) • Guests should be asked to establish a method of payment. Either a credit card swipe is taken at check-in, or another accepted method of payment (such as cash, Cambria gift card, etc.) is used to secure the account. • The guest should be asked for the names of any additional guests staying in the suite, and those names should be added to the account as appropriate. • Reception Desk staff should provide wireless access information at check-in. • Guests should be informed about mileage earning opportunities as well as about the Cambria Pledge Program and food and beverage options, including the Reflect area & barista bar. • Reception Desk staff should use the guest’s name at least twice during the check-in process. • The room rate should be indicated in writing only and not spoken aloud. • The guest should be handed the registration card (and credit card) and asked for his or her signature and guest initials on the circled departure date and the on the suite rate. • The check-out time should be clearly communicated to the guest. • Any waiting messages and packages should be delivered to the guest at check-in. • The Reception Desk team member should ask the guest if there is any additional assistance needed (e.g., luggage assistance, wake-up calls, food and beverage options, retail sales, etc.). The staff should be prepared to address any guest concerns, using total guest satisfaction techniques.

108.07 Registration – Choice Privileges® Express Check-in All Choice Privileges® (CP) guests due to arrive each day should be pre-registered and the appropriate amenity and welcome note placed in their suite prior to arrival as per the Choice Privileges program for the Cambria Suites brand. Choice Privileges check-in protocol must be followed for CP guests: • All Choice Privileges® guests due to arrive each day should be pre-assigned a room and preregistered based on their preferences. The suite number should be written on the guest’s key packet and the specified number of keycard(s) provided. • Guests should be greeted as they enter the lobby and approach the desk with “Welcome to Cambria Suites, how may I help you?” or similar greeting. • Ascertain the guest’s name and use it throughout the check-in process. • Request positive identification and verify the guest’s e-mail address • Elite, Gold, Platinum and Diamond members should be given additional recognition by saying, “I see you are an (Elite Gold/Elite Platinum/Elite Diamond) member of our program; thank you for choosing to stay with us” or by a similar recognition of their status. • The prepared key packets and registration card should be presented and pertinent stay information verified:


100-68


R eception desk

108

- Bed type - Number of nights/departure date • The staff should determine if the rate is point eligible and the guest should be advised as to whether it is a point eligible rate. Rates should always be communicated in writing and never spoken aloud. • The Reception Desk team member should inform/remind the guest about Reflect, Refresh and Refill and ask if there is any additional assistance needed. • Provide any additional assistance as requested and provide directions to the elevator. Note: Reception Desk staff should explain to guests who are staying on a “Complimentary/Free Night” basis that they have access to all the same property amenities/benefits as rate paying guests. • If the suite is being paid for with Choice Privileges® points, ensure that the suite rate is not displayed on the registration card. • In the event the CP member arrived without a reservation, the appropriate amenity must be delivered within 15 minutes of arrival. 108.08 Reception Desk Arrival Welcome Call • Reception Desk team members must call each guest within twenty (20) minutes of checkin to verify total satisfaction. • Welcome calls should not be made after 10 p.m. in the evening. 108.09 Luggage Carts and Luggage Storage • Luggage carts must be available for guest use. • Luggage carts must be of high quality with carpeted base, wrap around bumper, minimum 8" diameter wheels and high quality decorative brushed chrome, brushed stainless steel finish on a minimum of a 1" diameter superstructure. • One luggage cart is required for every fifty (50) suites. • There must be a secure storage space for guest luggage adjacent to the Reception Desk. Storage for large valuables and luggage is available twenty-four (24) hours a day, seven days a week at no charge. The luggage handling area must be large enough to accommodate guest requests. • If luggage storage is requested, the guest’s luggage is tagged and stored. A claim check is placed on each bag, with a copy of each claim check given to the guest for luggage retrieval or delivery. • Employees should explain to guests how to retrieve their stored luggage. • Storage areas are secured and key control procedures are in effect for storage areas. Guests and unauthorized employees are not permitted access to the luggage storage area. • The property determines the appropriate area for storage of perishables (e.g., freezer, etc.).


100-69


R eception desk

108

108.10 Luggage Claim Checks • Claim checks should always be issued when guests store luggage and other items. • The appropriate portion of the claim check should be issued to the guest and attached to articles being stored or checked. • The number of articles stored is always noted on both portions of the claim check. Limits of liability and a space for the number of items must be printed on the storage check. • Items stored in any location other than the prescribed storage room are noted appropriately on the guest’s copy of the claim check.

108.11 Complimentary Daily Newspapers • A Wall Street Journal newspaper is delivered to each occupied guest suite by 6 AM daily. • Complimentary USA Today and Wall Street Journal newspapers should be available in the lobby Monday through Saturday (Monday through Friday for USA Today). On the designated days, the number of copies available in the lobby should be equal to a minimum of five (5) copies or 5% occupied suites whichever is greater. 108.12 Umbrellas As a service to our guests, each Reception Desk must maintain a minimum supply of six (6) Cambria Suites logo umbrellas for guest use. During inclement weather, these should be offered and made available for loan to guests.

108.13 Facsimile Machine • Each Cambria Suites property is required to have a facsimile (FAX) machine. The FAX Telephone line is required to be a dedicated phone line and not part of the property’s main phone system. There may not be a charge/fee for incoming guest faxes. • All incoming guest faxes are to be delivered to the guest in the brand specified fax envelope to ensure privacy. • Guests are to be provided with the brand specified Cambria Suites Guest Fax cover sheet for all outgoing faxes. All cover sheets must be high quality. Poor quality duplicates of the cover sheet are not permitted.


100-70


R eception desk

108

108.14 Amenities and Supplies Available at the Reception Desk • Employees must fulfill guest requests for expendable amenities and other suite items (e.g., extra linens, special pillow requests, etc.), within fifteen (15) minutes of the guest request, twenty-four (24) hours a day. • A supply of complimentary amenities is stocked at the Reception Desk for guest use. Amenities include but are not limited to the amenities as noted in the “Forgot Something” program on Guest Suite Amenities, Linens and Supplies, Section 106.16. • Notice of the availability of these items should be posted in the Guest Services Directory in each guest suite. An updated list should also be included on the hotel Web site. • Employees should be knowledgeable of the available Refill sundry products and local drug/convenience stores where guests can obtain non-standard amenities. • Ten (10) sets of interconnect A/V cables must be available at the Reception Desk for loan to guests at no charge. Also, required to stock in Refill for sale. 108.15 Equipment for Disabled Guests • A list of all equipment to facilitate service and safety for disabled guests must be maintained at the Reception Desk. • The equipment should always be clean and well maintained. • The Managers on Duty (MOD)/Reception Desk employees should be familiar with the location and operation of such equipment. • One each of the following items is available for every two hundred (200) guest suites: - TDD (telephone for the deaf) - Alert Master (4-in-1 alerting device) - Strobe smoke detector - Telephone amplifier 108.16 Guest Requests • When a guest makes a request to the Reception Desk, the responding employee should demonstrate ownership of the request or issue. • Employees should ask specific questions to determine the nature of the request and to be sure they understand the request. • If the guest has a problem or complaint, staff should follow the “LANES” service recovery model, demonstrating a friendly, courteous and calm demeanor while listening attentively and establishing facts. Employees should never become defensive, but should display empathy and concern while acknowledging the guest’s inconvenience. Guests should always be thanked for bringing service requests and issues to our attention. • The employee should handle the request or issue, or determine if other resources are required, such as Maintenance or Housekeeping, and contact or dispatch appropriate resources as necessary. • If the request or problem cannot be handled immediately, the guest should be informed of the estimated wait time, as accurately as possible. Wait times should never exceed fifteen (15) minutes.


100-71


R eception desk

108

• After a request or issue has been addressed, a follow-up call should be made to the guest to ensure total satisfaction. • If the requested services were performed by another resource besides the Reception Desk (i.e., Maintenance or Housekeeping), the follow-up call should be made to the guest within twenty (20) minutes of the original call to ensure services were performed to the guest’s satisfaction. • If the guest is not satisfied, hotel staff should continue to work with the guest until total satisfaction is achieved. The Cambria Pledge must also be offered to the guest. • Guest comments, complaints, service issues and resolutions should be logged, reviewed, and addressed to improve future service.

108.17 Refill Convenience Store-Retail Services and Sundry Products • Reception Desk employees provide retail services for the Refill area. • Refill is adjacent to the Reception Desk and is open twenty four (24) hours per day, seven (7) days per week. • For list of required products, please refer to the Cambria Suites Food & Beverage Standards • Staff should always be prepared to address all questions and concerns regarding Refill merchandise, products and services. If a guest cannot find what he or she is looking for, they should be offered a reasonable alternative, or a convenient location to shop. • Charges should be processed to the guest’s credit card, Choice Hotels International gift card, suite account or cash in an accurate manner. The guest should always be given a receipt.

108.18 Traditional and Express Check-Out Services The check-out experience is equally as important as the check-in because it is the hotel’s last chance to leave a favorable impression on the guest. The check-out process must meet the high quality, professional experience expected by the Cambria Suites guest. • Check-out time is never earlier than 11 a.m. • All folios should be accurate. • Express check out must be offered at all Cambria Suites hotels, either by delivering the guest folio under the door, via the TV Video-on-Demand system or via voice mail. Guest folios must be available in one of these forms by 5:00 a.m. daily. If the method of payment is by credit card, the guest’s folio is placed underneath the departing guest’s doors by 5:00 a.m. The guest’s credit card number does not appear on the folio. If the folio is delivered to the suite, it must be folded and presented sealed with the Cambria logo. • If a guest chooses to check-out at the Reception Desk, then the following required procedures must be included: - Reception Desk staff should inquire about the guest’s stay and quality of service. Be sure to use the guest’s name throughout the check-out service. If the guest is not completely satisfied, follow the steps outlined in the Cambria Pledge program. Lastly, record the guest’s actionable comments in the Guest Service Recovery Log and forward it to the General Manager. - Confirm the method of payment.


100-72


R eception desk

108

- If necessary, print a current copy of the guest’s folio and hand the printed folio to the guest. Ask the guest to review and verify the accuracy of the account. Immediately correct any inaccuracies discovered. Employees are able and empowered to address all questions and concerns regarding guest folio charges. Employee should always demonstrate effective total guest satisfaction techniques. - Verify that the initial form of payment provided at check-in will still be used to settle the account. - Process the payment in an accurate manner. - Print a revised folio showing a zero balance and hand it to the guest. - Offer to make future reservations for the guest. - If the guest will be storing luggage, provide the guest with a receipt, explain the storage procedures and arrange for the storage of the luggage. - Sincerely thank the guest for choosing Cambria Suites. 108.19 Support Team Complimentary Accommodations Complimentary accommodations must be provided to Cambria Suites Brand Management or representatives of brand management when visiting the hotel on hotel specific business. This includes Quality Assurance audits, performance consultations and sales consultations among others.


100-73


B R A N D S T R AT E G Y & R E S E R VAT I O N S

109

109.00 Rate Strategy & Reservations The brand rate philosophy and strategy are key to the success of each hotel and the brand. The rate structure at every Cambria Suites is to be based on three guiding principles: • Consistency Make it easy for guests to book by having all rates available in all booking channels. • Simplicity Keep the rate structure simple for guests and team members. The rate is the same for the suite whether there is one (1) person or four (4) people. As we do not offer a complimentary breakfast or cocktail reception the incremental cost per person in a room is negligible. • Integrity Price the suites right by setting the “rack” or “market” rates to represent a strong overall value in the market. This eliminates the need for unqualified discounts and sets the foundation for proper negotiation of any volume based corporate accounts. The reservation time is often the first opportunity to distinguish Cambria Suites as a superior hotel choice. All Licensees must operate in conformity with established rate strategies, reservations policies and procedures at all times. Each Cambria Suites property is required to participate fully according to reservation policies and procedures. 109.01 Rate Structure • Room rates are to be determined by each franchisee at his/her discretion within the parameters set forth by the Cambria Brand Standards. • All services and access to facilities typically provided to hotel guests (housekeeping, HSIA, fitness center, airport transportation, etc.) must be provided to each guest suite, regardless of the rate charged. • Room rates charged must not be higher than the rates listed in the reservation system. The “rack” or “market” rates must be in whole dollar amounts only and inclusive of all operating costs and expenses required to deliver the core brand product and service components. Posting of specific incremental charges for core product and service elements or permanent structure or feature of the suite (labor/service fees, energy charges, resort fees, in room safes, etc.) is strictly prohibited. • All published rates must be for 1-4 persons at the same rate. Extra person charges may not be assessed. There may be no charge for cribs. The charge for rollaway beds must be in accordance with the hotel’s current reservations system rate information. • Each hotel must offer and participate in the following rate plans: - Rack Rate (“standard” or “market” rate) - Choice Privileges Reward Night (see the program brochure for more details) - Choice Employee Rate (see Choice Employee Rate, Section 109.07) • Additionally the Cambria Suites Brand may offer and require participation in additional rates plans as deemed strategic at the sole discretion of the brand. Participation in all other rate plans designated by the Cambria Suites Brand is optional.


100-74



109

• Hotels must make available all rates and inventory available to the general public through Choice Hotels International (CHI) proprietary booking channels which include: Choice Reservations, Brand.com Web sites and our property management systems. No general public rate offering may be sold through any non-Choice Hotels International Web site or any other channel (including third-party resellers/wholesalers, merchant model Web sites, GDS, etc.) unless that rate is also made available (at no less favorable terms) to the Choice Hotels International Channels. • All general public rate offerings must be consistent across all CHI Channels. If you choose to provide non-CHI Web sites or any other channel (including third-party resellers/ wholesalers, merchant model Web sites, GDS, etc.) with a general public rate offering that is lower than what is currently being offered through the CHI Channels, you must make that new lower rate available through the CHI Channels. • Hotels are permitted to provide lower rate offerings to third-parties without having to offer the same low rates to the CHI Channels only if: - The hotel brand is not apparent at the time of purchase (true opaque channels) - The third-party is a wholesaler who resells bundled packages to the guest where the hotel rate is not discernible. Any hotels violating this standard will at a minimum be charged the actual cost of resolving any related guest issue (honoring the lowest price) plus any applicable Customer Relations intervention fees. • Highest seasonal room rates or rates dictated by local or state ordinance shall be posted conspicuously in all guest rooms. • Promotional signs, rate signs or banners of any sort are strictly prohibited on the building, grounds or signage. Electronic rate signs are strictly prohibited. 109.02 Reservations Hours, 800 Number and Waiting Queues • Reservations are taken twenty-four (24) hours a day by property employees (or by Central Reservations employees). If a caller is transferred to the Central Reservations System (CRS), the caller is to be notified before the call is transferred. • If all employees are busy and a caller is placed in a waiting queue, a high-quality brand approved promotional message describing Cambria Suites, promotions, local facilities, etc., should be played during the waiting period. The message should provide the Internet address of the Web site where callers can make reservations online, as well as the Cambria toll-free reservation number. • Callers in a waiting queue are never placed on hold for longer than one (1) minute. • After an employee answers and offers a welcoming greeting, the employee should state his or her name, ask for the caller’s name and inquire whether the reservation will be made in that name. • The employee should then ask if the guest is a member of the Choice Priviliges® program. If so, the guest’s Choice Priviliges® profile should be accessed and the guest properly recognized for their Elite Gold/Elite Platinum/Elite Diamond status. Any noted preference in the Guest Profile should be honored, if possible.


100-75



109

• The employee should then determine the dates of travel, accommodation preferences and suite availability. It should be emphasized that rates do not include state and local taxes.

If the caller is ready to make a reservation, the employee then accurately records all reservation information, including: - Number of people in party (if there are children under eighteen (18), the Family Plan should be explained) - Address (for repeat guests, reconfirm the address), telephone number, Choice Privileges® Program member number (if not already available) - Number of beds and bed type preference - Special accommodation needs (accessible accommodations, baby cribs, building location, etc.) - The guest should be notified that we are a 100% non-smoking facility, including suites and public spaces. • The Cambria Suites Family Plan allows children under eighteen (18) years of age to stay at no additional charge in the same suite as the adult using the same accommodations. If a rollaway bed is requested, charges may be assessed for it. • To confirm the reservation, the caller should be asked to guarantee with a major credit card for late arrival. A reservation may be guaranteed with the following credit cards: American Express, Citcorp/Diners Club, MasterCard, Discover, VISA, and JCB. All hotels and resorts are required to accept these credit card guarantees. • In lieu of a credit card, guests may guarantee their reservation with an advance deposit by sending an amount equal to the first night’s room and tax charges to the receiving Cambria property. If the customer cancels the reservation prior to 6 p.m. (earlier if authorized and listed in the Reservation System) on the day of arrival, the Cambria property that received the reservation is required to refund the deposit or the prepayment in full. This type of reservation is considered to be guaranteed only after the hotel has received the deposit. • A reservation may also be guaranteed by an authorized member of the Travel Agents Guarantee (TAG) program. Only TAG members may guarantee a reservation to their travel agency. Agencies participating in this program are designated by “GTD OK” next to the ATC number printed on the reservation. • After the reservation has been guaranteed, the employee reviews the reservation details, such as accommodations, suite rate plus tax and the reservation condition (e.g., 6 p.m. arrival, guaranteed all night or advanced deposit, etc.). All universal surcharges (charges that are automatically added to all guest folios) must be disclosed via: - “Hotel alert” information in the central reservation system - Verbal reservations made by telephone directly with the hotel - Walk-in guest checking in at the Reception Desk • The caller should be informed about the cancellation policy, no show policy and confirmation procedures, and offered a confirmation number and/or an e-mail confirmation letter.

In conclusion, the employee should communicate check-in and check-out times, parking options (if applicable) and any other pertinent information about the property. Before terminating the call, the caller should always be thanked and asked if further assistance can be provided.


100-76



109

• In the event there is no availability at the hotel for the requested dates, an offer should be made for alternate dates. Should there not be any alternate dates acceptable to the guest, an alternative nearby (Choice Hotels International property, Comfort Suites, Comfort Inn, Quality, Clarion, Mainstay or Sleep Inn) should be offered and the appropriate phone number for reservations provided if not a Cambria Suites.

109.03 Property Information Loaded in CRS • All suite descriptions and types (including, but not limited to, bedding and smoking) must be kept current and properly loaded in the property and CRS systems. • Current and planned facility changes or renovations must be accurately described in the property and CRS systems. All facility changes/renovations that affect a guest’s stay are communicated to the guest at the time of the reservation. • Employees must be familiar with special promotions and rates, and be knowledgeable about specific system procedures. • Prior to the start of promotions, copies of advertisements or other materials should be distributed to all employees responsible for taking reservations.

109.04 Cancellation of Reservations • If a caller wishes to cancel an existing reservation, the employee locates the reservation, cancels it, and gives the caller a cancellation number. • Guests do not incur a financial penalty when canceling a same-day, guaranteed arrival reservation by 6 p.m. local destination time (earlier if approved at designated properties), as appropriate, on the day of arrival.

109.05 Honoring Confirmed Reservation Rates and Suite Types • All reservations made through the Choice Hotels International Central Reservations System (CRS) are honored in accordance with the terms specified in the reservation/ confirmation. • The rate effective in the reservation system when the reservation is made is guaranteed. Please note: Any changes to the arrival date are subject to availability and possible rate change. In the event that room rates increase prior to the date of arrival, the guest may not be charged more than the rate guaranteed at the time of the initial reservation booking. • Non-guaranteed reservations are held until 6 p.m. destination time (4 p.m. at some designated properties), as indicted in the confirmation/reservation, or as shown in the Travel & Vacation Directory. • Guaranteed reservations are held until check-out time the following day, unless canceled by 4 p.m. or 6 p.m. local destination time, as appropriate, on the day of arrival.


100-77



109

109.06 Cambria Relocation Policy • If the property cannot accommodate a guaranteed reservation or a valid 4 p.m. or 6 p.m. reservation, it must: - Secure a room of comparable or better quality for the guest at another nearby facility; - Pay for first night lodging; - Pay for or provide transportation for the guest to the other facility; - Provide the guest with up to $5.00 to cover the expense of a phone call; and - Maintain the guest name, hotel where the guest has been relocated and the hotel phone number, as well as the dates of the relocation at the switchboard and other Reception Desk phones so that persons calling for the relocated guests may be provided with the relocation information. • If the reservation is for multiple nights, in addition to the requirements above, the property must also pay the difference in the rate, if any, from the original reservation and the hotel to which the guest is walked. • If the hotel can accommodate the guest on the next and subsequent nights, the guest must be invited to return to Cambria the following night with VIP treatment. • If the guest declines to return when space is available, the property is not required to pay the difference for any remaining nights. • The General Manager should follow up with an apology to the guest in writing the following morning. • In the event that reservation errors result in reimbursement, the party at fault will be responsible for the reimbursement. Such matters will be researched by the Choice Hotels International reservations department in cooperation with the hotels or resorts involved, and with the aid of printout information from the reservation supplier. (Note: Whether a property has truly lost revenue will be a significant factor in some types of investigations.) 109.07 Choice Employee Rate All hotels are required to load in the system and make available a minimum number of Employee Rate Rooms to employees of all Choice Hotels International branded hotels and CHI Corporate team members traveling on leisure. Hotels of up to 150 suites must load two (2) Employee Rate rooms. Hotels larger than 150 suites must load three (3) Employee Rate rooms. These must be available 365 days/year with the exception of permitted black out dates. Each hotel may designate up to a maximum total of twenty (20) black out dates in a calendar year for bona fide special events. A bona fide special event is one which is widely recognized and publicized to the public at large such as the Indianapolis 500. The summer season is not considered a special event. These rates must not be used for business travel. The employee must have a valid employee discount card.


100-78



109

109.08 Fees & Commissions • Fee Payment

Each franchisee is required to pay in full all fees and assessments pertaining to the franchise, including fees to suppliers, within the time and the rate required by the Franchise Agreement.

• Travel Agent Commissions - Each franchisee is required to pay the relevant travel agency commission of 10% within one (1) week of the guest’s departure for all business received from travel agents. This includes commissions on reservations from travel agents direct to the hotel and through the Choice Hotels International Centralized Commission Program. Payment of the travel agent commission and processing fee (currently $0.48 USD per booking but subject to change) must be made in accordance with the Centralized Commission Program system. - Where a reservation is made through a Global Distribution System (GDS) the franchisee must pay to Choice Hotels International $4.95 USD per booking, (subject to change), representing the approximate cost incurred by Choice Hotels International to the relevant GDS. - Where a reservation is made through TravelWeb, the franchisee will pay to Choice Hotels International $4.95 USD per booking (subject to change), representing the cost incurred by Choice Hotels International to the relevant TravelWeb. - For all reservations originating in a foreign country in which there is a Choice-approved General Sales Agent, a property will be required to pay a 5% commission to such General Sales Agent within one (1) week of the guest’s departure. The commission shall apply to reservations via travel agents, GDS, and Choice’s reservation system, but shall not apply to reservations through third-party Internet sites (i.e., Expedia, Orbitz). Payment of the commission must be made in accordance with the Centralized Commission Program system. • Taxes

Each franchisee is required to pay any applicable federal, state and/or local taxes on the fees described in this section.


100-79


T R A N S P O R TAT I O N

110

110.00 Transportation Services Guest service team members at all hotels, regardless of whether or not the hotel provides transportation, should help arrange guest transportation to and from the property, and provide information on carriers, rates, driving times, directions, etc.

110.01 Airport Designation All Cambria Suites hotels with “airport” or “airport area” designations must provide complimentary, 24-hour round-trip airport transportation. Notwithstanding the requirement to provide transportation, any Cambria Suites hotel that chooses to provide guest transportation must also comply with this requirement and those that follow: • The hotel must own or lease a property-specific vehicle to provide complimentary transportation. • When arranging guest transportation, employees advise the guest of the estimated waiting time, give the guest a clear description of the vehicle and specific directions to the transportation waiting area. • Reception Desk employees should provide guests’ names to the driver after receiving a request for pick-up. • Express check-in service must be provided

110.02 Courtesy Vehicles • All vehicles used for guest transportation must be properly registered, insured and operated according to safety and licensing codes. • Vehicles used for guest transportation must be either a passenger van with a raised roof or a shuttle bus. Standard passenger vans are not permitted. • Vehicles must be white in color and have the approved brand-specified graphics. • The vehicles must be fully equipped with seat belts for all seats. At no time should the number of passengers exceed the number of available seat belts. • Personal vehicles may never be used to transport guests under any circumstances. • Courtesy transportation vans may not be shared with another hotel without prior written approval from Cambria Suites Brand Management. • All vehicles used to transport guests must be clean, safe and inspected daily. • Records of daily inspections are kept updated and on file for review for a period of six (6) months. • In addition to seat belts, all courtesy vehicles must be fully equipped with a first-aid kit, multi-purpose fire extinguisher and jumper cables on board at all times. • All vehicles must have approved brand environmental music playing at low levels whenever transporting guests, once this becomes available through DMX. In the interim, a jazz or world music channel may be played at a low volume.


100-80


T R A N S P O R TAT I O N

110

110.03 Driver Licensing and Local Regulations • Drivers of company vehicles and agencies (limousines, coaches, etc.) used by the property must be licensed and insured in accordance with state and local ordinances. • Drivers must wear an approved name tag and wear approved clean and well-maintained uniforms. • Current, complete and accurate employee driving and licensing records must be maintained. • Drivers are required to follow vehicle operating codes and laws at all times.

110.04 Driver Services The driver is required to: • Ensure safety of guests while transporting. • Check vehicle gauges and the cleanliness to ensure the vehicle is ready for guests at the start of each shift and monitored throughout the shift as necessary. • Carry a copy of the property information sheet (with the day’s current events) and reference it to provide accurate information to guests. • Be familiar with approved routes and driving directions to avoid getting lost when transporting or meeting guests. • Be aware of locations and approved routes to top accounts. • Be aware of the guests’ names prior to pick-up and use the guests’ names during to greet them and throughout conversations. • Open and close vehicle doors. • Radio back to the Reception Desk acknowledging which passengers have been picked up. • Assist guests as they enter and depart from property buses, vans, or cars. • Provide courteous and friendly luggage assistance • Be conversant with the passengers while driving in between destinations. • Answering questions and providing passengers with accurate information about the property. • Thank guests for choosing to stay with Cambria Suites.


100-81


FOOD & BEVERAGE

111

111.00 Universal Food & Beverage Standards The food and beverages at Cambria Suites, and the manner in which they are presented and served, are tangible examples of the quality of our service. Since food and beverage service leaves a lasting impression with guests, it is imperative that the highest standards apply in both preparation and service. All food and beverages must be appealing, appetizing and attentively served to ensure the highest guest satisfaction.

111.01 General Requirements • It is the responsibility of the Licensee to ensure adherence to all applicable sanitation and health codes. • Menu selections for each meal period are designed to have sufficient variety to accommodate the dietary needs of the hotel’s broad clientele. The specific menu items included in the Cambria Suites Food & Beverage Manual must be provided and presented as indicated at all Cambria Suites hotels. Additional menu items may be selected from the optional offerings provided. Additional offerings may also be made available periodically from the Cambria Suites Brand. No other meal can be offered without prior brand approval.

For meetings and banquets, the hotel may opt to add additional menu selections to enhance the experience based on the local markets. These additional menu items are only to be available in meetings and banquets and may not appear in the Reflect offerings. These additional menu items must meet the same quality standards and use the same level of quality ingredients as other Reflect offerings.

Any suggestions for additional offerings to the Reflect food & beverage outlet or Suite Service may be sent to the Cambria Suites Brand for consideration. These should be sent to: Choice Hotels International 10720 Columbia Pike Silver Spring, MD 20901 Attn: Sr. Director Brand Management – Cambria Suites 301-592-6100

• To ensure quality, consistency and availability of product for the food & beverage program, Cambria Suites specified vendors must be used whenever indicated. • Professionally designed and printed collateral merchandising materials specified by the Brand (such as table tents, elevator merchandising posters, lobby displays), shall be used to promote food and beverage outlets at times and in manners and locations as specified by the brand from time to time. • Service employees must be properly uniformed and trained in the required Cambria Suites training programs, including but not limited to: alcohol awareness, food handling and safety, fire and evacuation procedures and the Cambria Pledge. See Organizational Management & Training, Section 102.00 of this manual for more details. • Employees always consistently follow the rules of etiquette, practice safe food handling and follow the Cambria Service Style.


100-82


FOOD & BEVERAGE

111

• Atmosphere, Furnishings and Maintenance - Reflect food and beverage areas must always be clean, organized and well maintained and free of clutter. - Reflect food & beverage service areas must provide comfortable seating at the bar and at tables. The dining area provides comfortable seating at tables. - Each Cambria Suites Reflect area must have bar stool seating available for a minimum of eight (8). Dining table seating must equal at least 12% of the total number of suites. This 12% may include dining counter seating (up to 30% total requirement). The traditional table dining must consist of two-top tables with no more than two (2) seats per table. (Note: It is permissible to join two-top tables to create a four-top table.) - All furnishings must meet Cambria specifications, be in excellent condition (free of nicks, scratches, chips, cracks) and maintained in proper working order. - Tables cannot wobble and must remain clean and clear of settings between meal periods. - Sanitized high chairs and booster seats must be readily available to families upon request. • Menus and Beverage Lists - Reflect menus must be the brand specified version only. - Beverage lists include wine, spirits, coffee drinks, teas, soft drinks, bottled water and non-alcoholic offerings as appropriate. For events, complete bar sets, pricing, accompaniments, bartender services and restrictions must be described on the lists. - Catering/guest menus must be laser printed or professionally produced. - All menus must be clean and well maintained, free of torn edges and other damage. • Pricing

Food & Beverage pricing is to be determined by each franchisee at his/her discretion within the parameters set forth by the Cambria Brand Standards.

• Operating Supplies and Equipment (OS&E) - All food and beverage service at a Cambria Suites must be served in/on and with the specified china, glassware, flatware or service ware that has been well maintained. Disposables such as cups, glasses and utensils are not permitted except for poolside service, carryout (not room service) or unless specifically requested by the guest. - China, glassware and flatware must be of a uniform pattern, free of chips, cracks, stains or spots. - Unless otherwise noted, the Cambria Suites specified Operating Supplies and Equipment vendors must be used for the opening order of OS&E. Ordering from these vendors maximizes efficiency, makes certain that required standards are met, provides consistency and availability of supplies while ensuring competitive pricing. The required vendors are specified in the OS&E Food and Beverage Manual. • To-Go Supplies

Each hotel must have high quality disposable service items available to satisfy guests wishing to take orders to go. Whenever possible, every effort should be made to use to-go packaging that is made of post-consumer recyclable materials.


100-83


FOOD & BEVERAGE

111

• Total Guest Satisfaction Guarantee - If a guest is not satisfied with any aspect of his or her food and/or beverage, the employee will offer an immediate solution. A complete replacement or substitution is offered immediately with a full and sincere apology without hesitation. - Any guest complaints about the food/service must be immediately acknowledged and reported to the senior food and beverage manager on duty. - Employees must successfully use total guest satisfaction techniques to address guest concerns. If the guest remains dissatisfied with the meal, the charge for the meal should be removed and a sincere apology extended. - All guest incidents/dissatisfaction should be logged in the Guest Services Recovery log. • Knowledgeable Staff - Employees are required to be knowledgeable about food & beverage menu selections, specials, promotions, and hours of operation. - Employees must be familiar with menu and buffet items, ingredients and preparation methods, and be prepared to assist guests in making their selection. - Employees must be prepared to answer guest questions in a prompt and cheerful manner to ensure total satisfaction. - Employees must practice sales techniques to provide descriptive explanations and up-sell beverages and food items as appropriate. - The culinary and service staffs are always prepared to answer guest questions in a prompt and cheerful manner. 111.02 Food & Beverage Preparation It is the responsibility of the Licensee to ensure adherence to all applicable sanitation and health codes. Local, state and federal agencies have strict rules about how food is served to the general public. The guidelines presented here are adapted from several sources, including the FDA and the Educational Institute of the American Hotel and Lodging Association, and are intended to represent best practices in relation to serving Food & Beverage. They are not intended to be an exhaustive list of health codes or food handling procedures. For detailed information concerning regulations in your area, please consult your local health department. Additional information is also available from the U.S. Food & Drug Administration’s (FDA) Center for Food Safety and Applied Nutrition (CFSAN) at www. cfsan.fda.gov. Training resources are available from the Food Safety Training & Educational Alliance (www.csrees.usda.gov) and the National Restaurant Association (www.nraef.org/ servsafe). A system of food and beverage storage that assures product freshness and proper rotation must be in use. Additionally, the following food storage and sanitation practices are to be followed. The Quality Assurance auditor will perform a kitchen inspection as part of the Quality Assurance inspection. • Food Storage - All hot foods being held on a steam table must be kept at 140°F or above. Cold items must be kept at 40°F or below. - All refrigerators and freezers must have a working thermometer on the inside and the outside of the unit. - All chemicals and cleaning agents must be stored away from food-related products.


100-84


FOOD & BEVERAGE

111

- All food and beverage products must be rotated and stored in accordance with the “first out, first in” rule. - Never store raw meats, poultry and fish above any prepared or cooked product. - All food products must be stored on shelves at least 6" off the floor. - All food products should be dated, labeled and rotated. - All produce must be removed from any cardboard containers, inspected and placed in clear plastic containers before being stored in the cooler. • Sanitation - Each hand sink must have liquid antibacterial soap, paper hand towels, and a trash receptacle. - Dishwashers must have an operable thermometer and temperatures should be a minimum of 140°F for the wash cycle and 180°F for the final rinse cycle. - Hairnets or hats must be worn by all kitchen personnel. - Each food prep/cutting board area should have a surface sanitation bucket within six (6) feet of the preparation area. - All food handlers must have documentation for successfully completing training in proper sanitation and food handling techniques. Such programs should be certified by state or local health agencies. - The following periodic maintenance must be performed and documentation maintained for eighteen (18) months: biannual hood cleaning, monthly pest control treatment, and biannual Ansul system testing - The level of cleanliness in the kitchen area will be evaluated to ensure compliance with hotel standards. • Food Quality

The minimum standards for grade of foods used in food and beverage outlets are as follows: - All meat, poultry, and frozen seafood must be purchased from companies which produce products under guidelines of the U.S. Department of Agriculture. Every meat and poultry product or container must be identified by a federal inspection stamp. - Dairy products, including but not limited to milk, cheese, eggs, and butter must meet USDA standard quality requirements for U.S. grade A or better. - Frozen produce must meet USDA grade B or better.

• Standardized Recipes

Standardized food & beverage recipes are provided by the Cambria Suites Brand for quality and consistency. These recipes, food preparation procedures and standardized presentations must be followed at all times.

111.03 Hours of Operation • Hours of operation are required to be clearly posted and communicated to all guests. • The paid buffet breakfast bar must open no less than four (4) continuous hours every day, from 6 AM until 10 AM. On weekends, the service may begin at 7 AM.


100-85


FOOD & BEVERAGE

111

• The barista bar offerings must be made available to guests 24 hours/day 365/year. This can be done with the Reception Desk Team. It must be staffed continuously from 5 a.m. to 10 a.m. and again from 5 p.m. to 11 p.m. Monday through Friday. On Saturdays and Sundays the hours of operation must be staffed continuously from 6 a.m. to 11 a.m. and again from 5 p.m. to 11 p.m. at a minimum. • Reflect dinner and bar (lounge) operations shall begin each day no later than 5 p.m., and close no earlier than 11 p.m. each day. Beverage service may continue until such closing time as determined by local Alcohol Beverage Control (ABC) regulations. • Reflect is not open for lunch. • Room service hours shall be available beginning no later than 5 p.m. and ending no earlier than 11 p.m. daily. It is recommended at airport properties and resort destinations that the evening hours be extended to midnight. • The Refill™ sundry shop shall remain open at all times, offering same-day pre-packaged sandwiches and salads in addition to the required inventory items. Alternatively to stocking the Grab ’n Go freshly prepared items in the Refill shop, it is recommended that the freshly prepared items be kept in the barista bar refrigerated self service case and available twentyfour (24) hours (with service provided by the Reception Desk Team) during the hours when the barista bar is otherwise not staffed. • Hotels must provide food & beverage service to the banquet facilities serving breakfast, lunch, dinner, bar service and breaks at a minimum.

111.04 Reflect Dining • General Operation - All Reflect areas are open seating (guests seat themselves). - After seating, every guest is greeted promptly by an employee with, “Good Morning!” or “Good Evening!” (as appropriate). “Welcome to Reflect,” or similar. - If the guest’s name is known, it should be used in the greeting. - If the meal is buffet service, the employee always explains the location and direction of the buffet, including any specials or action stations. Those guests already familiar with the buffet setup are invited to go directly to the buffet before being seated. - If the meal is a là carte, the guest(s) is presented with a menu and beverage list. - Breakfast may not be offered as complimentary to the general public or hotel guests as included in the room rate. The hotel is, however, permitted to offer it as part of a genuine package rate for a group or negotiated as part of a contract. - Maximum service times must be met unless a guest requests or indicates that they want a slow service: Beverages – four (4) minutes; Appetizers, Salads, Desserts – seven (7) minutes; Sandwiches, Entrees – fifteen (15) minutes • Breakfast Buffet - Buffet stations must be clean and attractively presented throughout the breakfast service. The buffet area must be clean and neat at all times. - Buffet food and beverages are always held at the correct temperature. - Buffet items must be fresh and appealing in appearance at all times. - Buffet items must have good flavor and texture (fresh, taste good and not over or undercooked).


100-86


FOOD & BEVERAGE

111

- Buffet items are promptly replenished and never fall below one-quarter full. - Buffet items must be labeled properly for guest convenience.

Breakfast Buffet Offerings – Each breakfast buffet must provide offerings as outlined in the Cambria Suites Food & Beverage Manual.

111.05 Barista Bar/Beverage Service Operations • Beverage offerings must include specified wine, cocktails, premium brand spirits, coffee and tea drinks, soft drinks, juices, bottled water and non-alcoholic offerings as appropriate. • The barista bar must offer the Cambria-specified coffee and tea brands. • Coffee must be stored in air pots, and kept no longer than two (2) hours before being replenished. • Employees must be knowledgeable about coffee, tea and wine taste profiles and proper preparation and service techniques. • Employees must be knowledgeable regarding cocktail beverage ingredients, recipes and appropriate garnishes. • Employees must be prepared to make recommendations to guests that meet their taste preferences. • Employees make and serve beverages as ordered. • Employees must be properly trained to operate the espresso machines, POS and other coffee bar equipment. • Employees must use sales techniques to provide descriptive explanations and up-sell beverages and food items as appropriate. • Drinks must be served in a timely fashion, presented appropriately and served at the proper temperature. • All beverages should be available at all times unless otherwise prohibited by governmental agency. This includes coffee drinks from the barista bar even though a designated barista is not scheduled. • Guest Service team members must be trained on how to make the beverages from the barista bar menu so they may assist a guest during the hours a barista bar attendant is not available. • Glassware must be appropriate for the type of drink served. Glassware must always be clean, sanitized, clear, and free of chips, cracks or spots. • Glasses are always iced using a scoop, not the glass itself. • All wines, cocktails and cold beverages must be served on the brand specified two-ply paper cocktail napkin with the Cambria Suites logo (with the logo facing the guest). • Alcohol and flavored syrup bottles that are visible to the guest must be clean at all times. • A variety of wines by the glass must be available as well as by the bottle. • Refer to the Cambria Suites Food & Beverage Manual for a complete list of required beverages and service protocol. • The pour size for wine by the glass is a minimum of six (6) ounces.


100-87


FOOD & BEVERAGE

111

• Spirits must always be poured using a measuring device. Cambria Suites uses a 1.5 oz. pour on all spirits. • Brand specified fresh, high quality bar snacks are offered with bar service and presented in the manner specified in the Cambria Suites Food & Beverage Manual.

111.06 Suite Service (Room Service) • Every Cambria Suites hotel must offer suite service to the hotel clientele. The Cambria Brand specified room service menu template must be followed by all hotels. • All menu items be prepared and delivered in less than twenty-five (25) minutes. • During listed suite service hours, guest telephone calls for suite service must be answered within three (3) rings or less. Cambria suite service protocol must be in place for professional handling of suite service calls. - The order taker’s phone must display the suite number and guest name. - The order taker must greet the caller by name (if known), thank them for calling, offer assistance and provide information on any specials (if applicable) including price) - Ask appropriate questions regarding possible condiment needs such as salad dressings, baked potato condiments, sauces or grilling preparation for meats. Listen to the guest without interruption. Use the guest’s name twice. - During the order taking process. Suggest appetizers, desserts and beverages. - Once a guest has placed the order, the order taker must repeat the complete order, including condiment or preparation choices. Inform the guest of the total cost, including tax and service charges. - Ask the guest for the form of payment or if it is to be charged to his/her suite, verify the suite number, offer the guest an appropriate time for delivery, thank the guest for the opportunity to serve and then allow the guest to hang up first. • The use of answering machines is prohibited. The phone is to be set up so that it rolls over to the Reception Desk with the indication at the Reception Desk that it is a room service call after three (3) rings. • Though not recommended, a maximum of 18% gratuity/service charge or other delivery fee may be added. Total additional charges may not exceed 18%. If any such charge is automatically added, it must be clearly and boldly identified on the guest check in a minimum of 2 pt. font size greater than the other line items on the receipt or by a stamp on the check indicating a gratuity/service charge, etc., is included. The typeface on the stamp must meet the same font size requirement. • Room Service Presentation and Delivery - Room service is to be delivered within the specified time given to the guest but not to exceed twenty-five (25) minutes. - The Cambria Room Service presentation program as outlined in the Cambria Suites Food & Beverage Manual must be followed for all room service orders. - All room service items must be removed form the halls and corridors on an hourly basis. No items may be left in the corridors overnight.


100-88


FOOD & BEVERAGE

111

111.07 Refill Convenience Store & Grab ‘n Go Menu Selections The Refill retail area must provide attractively presented inventory of energy drinks, organic snacks and up-branded items. The “Grab ’n Go” same-day-inventory of gourmet salads and sandwiches, is to be stocked and available at the barista bar refrigerated self service cooler (with service provided by the Reception Desk Team during the hours when the barista bar is otherwise not staffed). Alternatively, the hotel may stock these items in Refill if they choose during time when the barista bar is closed. • Food and beverages must be maintained at the appropriate temperatures. • Sufficient condiments and high quality disposable service ware must be organized and stocked for guest use in Refill. • Adult magazines may not be sold or made available to guests. • All items must be attractively merchandised per the plan-o-gram and appropriately signed. • All merchandise must be competitively priced with the prices displayed accordingly. • Required product inventory and par levels for the Refill Convenience Store can be found in the Cambria Suites Food & Beverage Manual. • The Grab ‘n Go case must be well stocked, neat and clean, stock properly rotated and faced on the shelves at all times according to the day-part setups as outlined in the Cambria Suites Food & Beverage Manual. Please refer to the required product listing


100-89


BANQUETS & MEETINGS

112

112.00 Banquets and Meetings When guests choose to book banquets, meetings and other events at Cambria Suites, they expect the same superior, upscale service that they experience at our Reception Desk and in our guest suites. Every detail, from the meeting room chairs to the quality of the food, adds or subtracts from the total experience for each group of guests. Paying close attention to detail and tailoring our services as much as possible for each individual group will pay great dividends when it comes to ensuring an impressive overall experience for Cambria banquet and meeting guests.

112.01 Room Signage and Names • Each meeting and board room must be individually named using high-quality, clean, well-maintained signs as specified in this section of the manual, Lobby Area and Interior Section 105.07, and Marketing and Brand Identity Standards, Signage, Section 203.00 and Compliance Section 205.00. • Meeting and board rooms must be professionally labeled with the name of the current event. Event names should be spelled properly. The meeting planner should approve the text used in the sign in advance. • The event signage should be promptly removed after the event is completed and the client is finished with the meeting space.

112.02 Meeting/Banquet Management • A Banquet Event Order (BEO) form must be used for all meetings as well as for food and beverage functions to clearly communicate the guest’s expectations and service requirements. • Last minute changes to BEOs must be properly routed and communicated to all affected departments. • Rooms must be set up and available for use when promised and at least forty-five (45) minutes before the scheduled start of the event and arrival of guests. Rooms are to always be accurately and completely set to banquet event order specifications. • Meeting rooms must be refreshed during the customer’s scheduled break times, fully cleaned during lunch and completely cleaned and reset at the end of each day. • The Manager on Duty (MOD) is required to welcome the meeting planner and to ensure that all aspects of the function meet with his/her satisfaction at least thirty (30) minutes before the start of the event (or at a convenient time for the Event Host). The event host is to be introduced to their hotel contact/liaison for the event if that contact will not be the MOD. • The MOD or hotel representative is to review the controls for the lighting and HVAC with the meeting planner or host to ensure they are comfortable with how to operate and /or change the desired settings.


100-90


BANQUETS & MEETINGS

112

• The MOD/AV Technician or knowledgeable hotel representative is required to review all program details with the client in advance and be present to ensure successful set-up and completion. • Team members should be friendly and conversant throughout the event (as appropriate) but are not obtrusive and inquire about the guest’s experience using total guest satisfaction techniques. • Banquet food and beverages are always attractively presented and held at the correct temperature. Food and beverage items have good flavor and texture (fresh, taste good and not over or under-cooked).

112.03 Meeting & Board Room General Condition, Readiness and Maintenance • Rooms must receive full, preventive maintenance on a quarterly basis. Preventive maintenance activities are documented, filed and available for review. • Room maintenance requests are responded to within ten (10) minutes in the same manner as guest suite requests. The team member must obtain the name of the meeting planner or instructor before approaching the meeting room. • Rooms must be clean and well organized at all times. • Rooms are broken down and totally cleaned, or refreshed as appropriate, within four (4) hours after the function. Utensils and food and beverage equipment are returned to proper storage space. • Meeting room seating is comfortable, clean, well maintained, free from visible damage or wear • Furniture, fixtures and equipment are of high quality, blend with overall décor concept and are well maintained. • Neatly arranged, clean tables and chairs remain as needed for the next function. • Banquet, buffet and service tables must meet Cambria specifications and are clean and wellmaintained. • Buffet and service tables are draped and skirted with clean, wrinkle free, color-coordinated linens. • The standard Cambria linen and skirting colors to be used in all meeting/banquet rooms unless otherwise specifically requested by the host of the event are black tablecloths with tan or ivory (not white) skirting. Dinner napkins may be black, white or red. Red accent napkins are to be used for break or buffet tables as well as on/under water pitchers. • Linens must be a minimum of 50/50 Poly/cotton blend mummie cloth or better for all table dressings. • Linens must be wrinkle free, clean, and free of stains, holes and tears. • ALL tables, except the permanent board room table, are covered with high quality linen meeting the Cambria Suites specifications. • Tablecloths are always hung evenly (hem facing inward) on the table with an 8"-9" overhang. • Skirting must be hung evenly 1" above the floor.


100-91


BANQUETS & MEETINGS

112

112.04 Room Security Meeting rooms must be closed at all times and locked at the conclusion of the day. More stringent security arrangements are provided upon request of the customer.

112.05 Amenities Meeting rooms and Board Rooms include, at a minimum, the following amenities, in sufficient quantities to satisfy the customer: • Logo pens and note pads meeting Cambria specifications • Individually-wrapped hard candy • Ice water pitchers of glass, high-quality stainless steel with trivets, or bottled water • Glasses – six (6) oz. minimum with Cambria Suites logo’d cocktail napkin underlay. Disposable glasses are not acceptable • Post-it note flip chart (self-adhesive) and easels (available upon request) • Cambria Suites Meeting Planner Kit fully stocked and functional • A full compliment of additional meeting supplies must be available upon request at all times. This includes, but is not limited to acetate sheets, markers, diskettes, cables, bulbs, toner, labels, duct tape, printer paper, etc.

112.06 Meeting Planner Kit Each meeting or event must have the Cambria Suites Meeting Planner Kit, fully stocked and functional, placed in the room and be made available to the meeting planner/host at no charge. This kit contains the following: • Dry erase markers (five [5]colors) and erasers • Masking tape • Laser pointer • Post-it notes • Paper clips • Highlighter • Cambria pen • Business card of the Manager on Duty


100-92


BANQUETS & MEETINGS

112

112.07 Board Room Audio/Visual Equipment The Board Room is required to be furnished with the following: • Wall mounted 42” minimum LCD TV monitor

Note: If the Board Room exceeds prototypical size, the size of the TV must increase with the proportions of the room

• AV jacks, telephone, electrical and HSIA wired access integrated into the Board Room table top and connected to the LCD TV. • Professional table-top speakerphone • VCR/DVD/CD Player (in credenza) • Post-it-note® (self adhesive) flip chart and easel (upon request) (See also 503.00 in Interior Design Standards and Board Room, Section 504.01) 112.08 Meeting Room Audio/Visual Equipment • All properties must have the following equipment available on-site (or through an outside vendor with 24-hour notice on those items marked with *): - Computer and video image display (ceiling mounted LCD projector, plasma, etc.)* - Recessed ceiling mounted audiovisual viewing screen/projection screen controlled by wall mounted switch - Microphones: lectern, table, handheld and lavaliere, integrated into the meeting room audio system* - Overhead projector* - Podium and/or lectern - 35mm slide projector* - VCR and monitor* - DVD/CD Player* - Post-it Note flip chart (self adhesive) and easels (minimum of one per meeting room or section thereof) - Extension cords - Fax and photocopy service • Meeting rooms must be furnished with adequate electrical outlets, television cable connection and telephone jack outlets. • All meeting rooms provide wireless High-Speed Internet Access (HSIA) in accordance with the standards outlined in the Information Technology and Telecommunications Standards, High-Speed Internet Access (HSIA) Section, 302.00. • Each meeting room must have a telephone located inside the room. • A service extension phone number should be clearly posted for use by the guest for requesting immediate attention. (See also Interior Design Standards, Meeting/Conference Rooms, Section 504.02)


100-93


BANQUETS & MEETINGS

112

112.09 Audio Visual Technician Services • An audio visual technician is required to be on-site during all meetings or events using AV equipment to ensure equipment is working properly and to be on hand if there is a need for additional services or be available on call. An on call technician must be able to respond to the site within thirty (30) minutes. • All audio visual setups must be fully operational and tested forty-five (45) minutes before the beginning of a meeting or event.

112.10 Break Station Setting and Condition • Refreshment, break and other food stations must be attractively set and refreshed per client instructions. • All break stations and storage areas must be maintained in a clean and sanitized condition. The floor areas around the stations must be clean, free of crumbs, paper debris and liquid spills. Soiled service ware is removed promptly. • Two-ply paper cocktail napkins with Cambria Suites logo must be available in ample supply at break stations. • Only china, glassware and metal flatware may be used at break stations. Paper and plastic are not to be used except in pool areas or in the case of “to-go” service. • China, glassware and flatware must be of a uniform pattern, free of chips, cracks, stains or spots.

112.11 Break Station Product Offerings Refreshment stations must meet the following Cambria Suites requirements: • Coffee, tea and other beverage brands must meet Cambria specifications. • All coffee must be freshly brewed. Coffee urns are replenished as necessary, or every thirty (30) minutes, whichever comes first. Alternatively brewed coffee may be held and dispensed in vacuum containers to preserve temperature and freshness in which case the vacuum containers or “air pots” are replenished as necessary or every two (2) hours, whichever comes first. • Coffee is not allowed to “boil” continuously in electric urns, destroying freshness and flavor. • Coffee and hot water urns are kept separate and never interchanged. • Regular and decaffeinated teas are provided. A minimum of four (4) fine herbal tea flavors is provided. These must be available throughout the day. • Freshly cut lemon wedges are required to be provided with tea service. • A complete stock of condiments must be available at all times. This includes sugar, sugar substitutes, stirrers, creamers, etc. • Whole milk and skim milk are provided in insulated containers or properly chilled and labeled accordingly. • Hot chocolate packets are provided.


100-94


BANQUETS & MEETINGS

112

112.12 Banquet Table Settings Table settings must be uniform and meet the following standards: • Flatware is a uniform pattern, clean, polished and free of spots • Glassware is crystal clear, free of spots, fingerprints, chips or haze. • China is a uniform pattern, clean, free of chips, cracks or stains. • Salt and pepper shakers are filled, clean, free-flowing with two sets for rounds. • Sugar and sugar substitute containers are cleaned, filled and uniform, two sets for rounds. • Centerpieces are attractive, unobtrusive and well maintained. • Globes, if used, are clean, free of wax, streaks or cracks. • Globes or tapered candles (if permitted) are lit five (5) minutes prior to the function. • Menus, place cards and favors are placed appropriately.

112.13 Meal Service • It is highly recommended that hotels encourage buffet meal service whenever possible. It is also recommended that the hotel leverage the buffet station in the Reflect area for lunch service whenever possible. • All food and beverage standards as outlined in the Universal Food & Beverage Standards Section 111.00 of this Cambria Suites Standards Manual apply to banquet meal service. Please also refer to the Cambria Suites Food & Beverage Manual for service, styles and other requirements. • The hotel may choose to use qualified outside third party caterers for their meeting room food service. If this is done, all catering menus must state Cambria Suites Catering by (insert name of entity). The font size of the catering entity’s name must not be any larger than that of the Cambria Suites name on any and all printed material. Any outside third party caterer must meet all food & beverage standards of Cambria Suites.


100-95

200 MARKETING AND BRAND IDENTITY S TA N DA R D S


050409


Marketing and Brand Identity 201.00

Marketing Programs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 200-1 201.01 201.02 201.03 201.04 201.05 201.06 201.07 201.08

202.00

Cambria Information and Brochures . . . . . . . . . . . . . . . . . . . ® Choice Privileges Rewards Program . . . . . . . . . . . . . . . . . . . Airline Rewards Program . . . . . . . . . . . . . . . . . . . . . . . . . . . Amtrak Guest Rewards Program . . . . . . . . . . . . . . . . . . . . . . Choice Hotels Gift Cards . . . . . . . . . . . . . . . . . . . . . . . . . . . Choice Cash Value Coupons . . . . . . . . . . . . . . . . . . . . . . . . . Choice Hotels Directories . . . . . . . . . . . . . . . . . . . . . . . . . . Co-Branding . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

200-1 200-1 200-2 200-3 200-3 200-4 200-4 200-5

Brand Identity . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 200-6 202.01 Service Marks & Usage . . . . . . . . . . . . . . . . . . . . . . . . . . . . 200-6 202.02 Stand-Alone Internet Web Sites . . . . . . . . . . . . . . . . . . . . . . 200-9

203.00

Signage . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 200-12 203.01 203.02 203.03 203.04 203.05 203.06 203.07 203.08

204.00

Exterior and Interior Signage . . . . . . . . . . . . . . . . . . . . . . Department of Transportation (DOT) Signs . . . . . . . . . . . . . . Billboards . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Shared Billboards . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Construction Signs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Channel Letter Sign . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Interior Signage . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Brand Photography Standards . . . . . . . . . . . . . . . . . . . . . .

200-12 200-13 200-13 200-14 200-14 200-14 200-14 200-15

Vehicle Graphic Standards . . . . . . . . . . . . . . . . . . . . . . . . . 200-19 204.01 Van Standards . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 200-19

205.00

Compliance . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 200-20 205.01 205.02 205.03 205.04 205.05 205.06 205.07

Compliance with Law . . . . . . . . . . . . . . . . . . . . . . . . . . . False/Misleading/Offensive Signs . . . . . . . . . . . . . . . . . . . . Qualified Vendors . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Additional Signage . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Unapproved Signage . . . . . . . . . . . . . . . . . . . . . . . . . . . . Secondary Name Signage . . . . . . . . . . . . . . . . . . . . . . . . . Changing and Updating Current Property Information . . . . . .


200-20 200-20 200-20 200-20 200-20 200-21 200-21

200-ii

marketing A N D B R A N D I D E N T I T Y

MARKETING PROGRAMS

201

201.00 Marketing Programs Cambria Suites marketing programs have been carefully designed and targeted to build new business, to reward repeat guests for their continued patronage and to project a consistent, high-quality brand image.

201.01 Cambria Information and Brochures • Information (brochures, collateral and written information) requested by a caller must be mailed within one business day of the request. All marketing collateral must be kept updated and fully stocked to meet caller and guest demands. • Each Cambria Suites property is required to properly display all approved Cambria Suites and Choice Hotels International promotional materials in full view of guests in prescribed areas. The approved marketing materials must be current and displayed for the duration of the promotion or program in accordance with the dates and terms specified by Cambria Suites and Choice Hotels International. • Placement of non-Choice Hotels International promotional material in or on the display stand is strictly prohibited. The display of multi-branded materials that include non-Choice Hotels International hotel brands is also strictly prohibited. • Advertising material of any description that in any way promotes lodging accommodations other than those duly franchised by Choice Hotels International may not be displayed anywhere on the premises of a Cambria Suites property. • Each Cambria Suites property is required to maintain the display stand and materials in good condition, free of damage and excessive wear. • Choice Hotels International will supply all North American hotels with approved promotional materials at Choice Hotels International’s expense. Damaged or stolen promotional materials must be replaced at the hotel’s expense. • You are required to use ChoiceMarkit for the creation of of advertising creative. If you create a custom piece, it must be presented to the brand for approval before production. • For information about choicehotels.com Hotel e-Brochures, visit choicecentral (choicecentral > resources > ecomm > chcom). ®

201.02 Choice Privileges Rewards Program Created to acknowledge and reward loyal guests, the Choice Privileges (CP) Rewards Program is Choice Hotels International’s loyalty program. CP seeks to provide loyal guests with exceptional service and other perks that communicate to them that their business is valued and appreciated. Members earn ten (10) points per U.S. dollar spent on up to two (2) rooms per night on room revenue. Choice Privileges is open to residents of the U.S. and its territories, Canada, Mexico, Europe (excluding Denmark, Estonia, Finland, Iceland, Latvia, Lithuania, Norway and Sweden), Australia, New Zealand, Papua New Guinea, Singapore, and Fiji.


200-1


MARKETING PROGRAMS

201

• All Cambria Suites properties are required to fully comply with all aspects of the CP Rewards Program (choicecentral > resources > marketing > choicepriv). Complete compliance will include, but is not limited to: - Encouraging guests at check-in to enroll into the program by explaining the benefits and highlighting point-earning opportunities such as national promotions and the CP Visa card. - Expediting guests by assigning their rooms in advance based on a review of the “CP Arrival/Stay-over” list. - Displaying all the brand specified and most up-to-date in-room and registration desk merchandising materials so that they are visible to the guest. - Promptly reporting all program activity utilizing the Invoice Review system. The data reported must match the stay data in Profit Manager/choiceADVANTAGE. - Paying all invoices, fees and any applicable taxes related to the CP program in a timely manner. Note: The CP Program has the right to withhold payment if the property owes the program funds for a cancelled reward night already paid to the property. - Following Choice Privileges check-in protocol for all Choice Privileges guests (See Rule 108.07.) - Always retaining a CP member’s reservation to ensure never “walking” a CP guest. - Offering the up to 2:00 pm late check-out benefit to members who request it before the posted check-out time • If a guest is not a CP member, you must ask the guest’s permission to enroll him/her electronically: - Confirm and record the guest’s name, mailing and e-mail address. - Present the guest with a temporary membership card and the CP welcome letter. - If the rate is point eligible, provide the guest with credit for the current stay. - Provide a brochure if the guest prefers to enroll at a later time. • Choice Privileges SRD Inventory must include the same room types for the SRD Rate that are currently being offered at the Rack Rate. • A limited number of “specialty rooms” (i.e., Tower Suites) may be removed from the SRD Inventory. • SRD nights must be offered through all seasons, holidays, and weekends. 201.03 Airline Rewards Program All Cambria Suites properties are required to participate in all airline frequent traveler programs in which Choice Hotels International participates. Participation includes: • Displaying all in-room and POS merchandising materials as directed by the Cambria Suites Brand so that they are visible to the guest. • Allowing guests to earn miles/credits on eligible stays • Reporting all program activity utilizing the Invoice Review system • Paying all invoices, fees and any applicable taxes related to airline frequency programs in a timely manner


200-2


MARKETING PROGRAMS

201

201.04 Amtrak Guest Rewards Program All Cambria Suites properties are required to participate in the Amtrak Guest Rewards program in which Choice Hotels International participates. Participation includes: • Displaying all in-room and POS merchandising materials as directed by the Cambria Suites Brand so they are visible to the guest. • Allowing guests to earn guest rewards on eligible stays • Reporting all program activity utilizing the Invoice Review system • Paying all invoices, fees and any applicable taxes related to the Amtrak Guest Rewards Program in a timely manner 201.05 Choice Hotels Gift Cards • All U.S. Cambria Suites properties are required to accept the Choice Hotels Gift Card as a form of payment. This card can be used for any charges listed on the guest portfolio associated with a stay. Charges for restaurants, movies, sundries, etc., can be paid using the gift card as long as listed on the guest folio and processed through the Profit Management System. • The Choice Hotels Gift Card cannot be used as an advanced guarantee for room reservations. • The Choice Hotels Gift Card does not entitle the guest to a room if the property is fully booked and the guest does not have a reservation. • Profit Manager version 5.8 or higher is required for gift card processing. • Voice redemptions are allowed if the Profit Management System is not operational (or for Cambria Suites properties that do not have Profit Manager). • Refer to Choice Central for documentation and further details. • For properties that choose electronic funds transfer for gift card transactions, it is their responsibility to inform SVM of any changes in their bank account information. SVM will charge the property a fee for any returned ACH transactions and the property will be unable to receive reimbursements for gift card redemptions until they provide account information or submit a new enrollment form opting to be reimbursed by check. Hotels that choose to sell gift cards must choose electronic funds transfer. • Hotels must possess proof of enrollment. This will be checked as part of the QAR process and points will be deducted for failure to enroll. The Gift Card enrollment application can be found on Choice Central. • If a guest presents a valid gift card for payment at a U.S. Cambria Suites property and the property is unable or unwilling to accept the card, the property will be responsible for payment of the guest’s first night’s lodging.


200-3


MARKETING PROGRAMS

201

201.06 Choice Cash Value Coupons • All Cambria Suites properties are required to accept the valid Choice Hotels Cash Value Coupons (CVC) as a form of payment. These coupons can be used for any charges listed on the guest’s hotel receipt associated with a stay. Charges for restaurants, movies, sundries, etc. can be paid using the coupon as long as they are listed on the guest receipt. • The Choice Cash Value Coupons can be used as an advanced guarantee for room reservations. • In order to be valid, the coupons must be used by the “valid through” date on the coupon. The coupon is not acceptable if used after that date. • If the folio amount is less than the coupon value, the guest is to be given the balance in cash. 201.07 Choice Hotels Directories • Choice Hotels International’s Worldwide Hotel Directory and Atlas is designed to promote awareness of Choice’s properties in a variety of markets. The benefits derived from listing hotel information in the directory are two-fold: for the Licensee, the directory serves as an advertising vehicle in all markets where a Choice Hotels International hotel is present; for the loyal Choice guest, the directory serves as a tool for locating a Choice brand in the next business or pleasure destination. Therefore, it is important that all Choice Hotels International branded hotels ensure that the information listed in the directory about their hotel is accurate and up to date. • All Choice Hotels International branded hotels must be listed in the print and electronic Worldwide Hotel Directory and Atlas published by Choice Hotels International. Participation in the annual Group Tour Rate Directory is at the discretion of the individual hotel. • Choice Hotels International Directory Listing: Rates listed in any directories published by Choice Hotels International for any room type and the number of persons shown are guaranteed for the effective period of the directory. In no instance shall a guest be charged in excess of the rates that appear in these directories. Any guest overcharged, whether by design or error, shall receive an immediate refund from the hotel or resort for the full amount of the overcharge. • The maximum rates quoted in the directories of properties participating in special rate programs are guaranteed for the period of the directories and may not be altered. • Directories of properties participating in the Group Tour special rate program are published once a year. The directories of properties participating in the Preferred Directory program are only available electronically. • All hotels must complete and update their annual directory listings via the online solicitation Web site within the designated solicitation period. - The accuracy of the hotel listing is the sole responsibility of the hotel owner or General Manager, but is subject to editing by Choice Hotels International to ensure uniformity of, but not limited to, abbreviations, terminology and clarity. - Choice Hotels International will notify each hotel when the online solicitation Web site opens and closes. Hotels that miss the solicitation period may be subject to exclusion from the directory. Late fees may apply to hotels that miss the solicitation deadline.


200-4


MARKETING PROGRAMS

201

- All photography must be supplied by the hotel and be accompanied by a duly authorized photo release from the property owner as well as the photographer. The hotel assumes all liability related to copyright infringement and/or misrepresentation of usage rights. - All hotels will be listed in accordance with their contracted primary and secondary names. • Choice Hotels International has total authority to allocate the amount of space for each Licensee’s directory listing. The same authority will apply to the editing of all listings, photography and the map in each directory. All hotels are responsible for the accuracy of the listing content and maps. Hotel approval of the listing, map and photos must be provided via the online solicitation Web site. • Choice Hotels International and Cambria Suites shall publish consumer directories as deemed appropriate. Print and electronic directory content, format and publishing schedule may be changed at the discretion of Choice Hotels International without prior notification. Choice Hotels International reserves the right to eliminate the print directory altogether if an electronic directory or alternative product or method is launched in its place. • All hotels are required to display the Cambria Suites Directory and also have available upon request the Worldwide Hotel Directory and Atlas in the registration area. • The Cambria Suites Directory, when published, must be displayed in each guest suite in a prominent area. • An initial supply of the Cambria Suites Directory and/or Choice Hotels International Worldwide Hotel Directory and Atlas shall be shipped to the property with each printing at the expense of Choice Hotels International. Reorders are the sole responsibility of the hotel and must be completed via the reorder form found on choicecentral.com.

201.08 Co-Branding From time to time, Cambria Suites may enter into co-branding opportunities with other companies which provide products, amenities and services consistent with the Cambria philosophy of upscale service. Each Cambria Suites hotel is required to participate in these cobranding activities.


200-5


BRAND IDENTITY

202

202.00 Brand Identity The Cambria Suites Logo and associated marks are extremely valuable and will be aggressively protected.

202.01 Service Marks & Usage A service mark works as a tool that guests use to visually differentiate a specific brand from others. In the service industry, the appropriate use of service marks is even more important. In a guest´s mental picture of a brand, the logo or mark tends to take on more importance that goes beyond just the physical product. To ensure appropriate use of its service marks, Choice Hotels International has set forth standards to which all Choice hotels must adhere. • Authorized Proprietary and Service Mark Standards

The following is a list of proprietary marks owned by Choice, which are used in conjunction with the Cambria Suites brand name. ®

Cambria Suites

• All Choice brands and their line extensions are registered proprietary marks of Choice Hotels International that the Licensee is authorized to use pursuant to, and in strict accordance with, the registered mark of the brand, the Franchise Agreement and current Advertising Standards. • No franchisee may register or apply to register any mark owned by Choice Hotels International, including Web site URLs. • Hotels and their vendors must use the marks (logos) supplied on www.choicecentral.com without any alterations whatsoever and may not create their own versions of any Choiceowned marks without the express written authorization of Choice Hotels International. • The byline “BY CHOICE HOTELS” is included in the logo artwork and may not be retypeset or altered in any manner without the express written permission of Choice Hotels International. • Marks must accurately conform to the authorized colors or in black and white as per the following logo print and Web color specifications


200-6

BRAND IDENTITY


202

CAMBRIA SUITE S LOGO PRINT AND WE B C O L O R S P E C I F IC AT IO NS NOTE: The Cambria Suites word and logo marks will remain “

®” until the first hotel opens.

PROCESS

Cambria Blue Lime Green

PANTONE (SPOT) Cambria Blue Process formula: c: 100 m: 45 y: 0 k: 35

Cambria Blue

Web: #00548B

Cambria Blue Orange

Lime Green

Light Blue Lime Green

Light Blue

White

Web: #739DD3

Orange Process formula: c: 0 m: 29 y: 91 k: 0

Gray

Gray

®

Light Blue Process formula: c: 55 m: 30 y: 0 k: 0

Cambria Blue

Orange

Lime Green Process formula: c: 20 m: 0 y: 100 k: 19

PANTONE® 647 C

PANTONE® 383 C

Web: #9EA9OO

Gray Process formula: c: 0 m: 0 y: 0 k: 26

PANTONE® 659 C

Web: #BABABC

PANTONE® 421 C

PANTONE® 1235 C

Web: #FDBB30

®” prints Black, ®” prints Cambria Blue.

NOTE: on the .375 inch and 1 inch versions, the “

NOTE: PMS colors are for paint-match references only. Do not convert 4-color process

but on the 3.5 inch version, the “

into PMS color, or PMS colors into process builds for print collateral.

®

® 3.5 inch Process color (shown reduced actual size)

3.5 inch Spot color (shown reduced actual size)

®

® 1 inch Spot color

1 inch Process color

®

3.5 inch B/W (shown reduced actual size)

®

® 1 inch B/W

1 inch 1 Color

®

.375 inch Spot color

.375 inch Process color

®

® 3.5 inch 1 Color (shown reduced actual size)

®

®

.375 inch B/W

.375 inch 1 Color

NOTE: The blue “drop shadow” in the painter’s palette is removed in both Process color and Spot color .375 inch logo versions. The gray saddle is removed from all the .375 inch versions.

®

®

Amenity/Signage use logos


200-7

BRAND IDENTITY


SM

202

TM

• Trademark symbols (e.g., ®, , ) are embedded in the logo artwork and may not be altered or removed for any reason without the express written permission of Choice Hotels International. • Secondary names may not be used without the written permission of Choice Hotels International and must be in accordance with the hotel’s franchise agreement and identity standards—including typeface, scale and placement—as set forth by Choice Hotels International. - There are three types of secondary names: Directional (e.g., North, West, Southeast) Locational (e.g., Bayside, Mountain View, Downtown) Descriptive of facilities (e.g., Conference Center, Amusement Center) - Below are restrictions on the use of secondary names: Names of businesses, national parks, military bases/posts or other federal entities cannot be used without the expressed written permission from the owner of that registered business or federal name. To avoid this issue, you may use descriptors such as “at”, “near” or “by” in a secondary name (e.g., Cambria Suites at Universal Studios). Depending on where used—especially in the Central Reservation System (CRS) —Choice retains the right to abbreviate the names granted due to space considerations. Choice retains the right and ability to change or rescind secondary names should conditions change. • Permanent Marks

No brand mark/logo may be etched in glass or any other construction material where it becomes permanent and cannot be easily removed.

• Authorized Substitute for Trademark

The words “Cambria Suites,” specified in the Franchise Agreement using the approved typeface Frutiger Bold Roman, can be used as a substitute for the trademark or service mark when the mark cannot be used because of limited space requirements, or to represent “Cambria Suites” in a headline.

• Changes to Standards by Choice Hotels International - Choice Hotels International may, without prior notification, create, modify or update graphic or layout standards for its brand marks, marketing communications and advertising standards, and marketing programs and promotions. Choice Hotels International will provide adequate notice of changes and information regarding phasein and compliance requirements. - When Choice Hotels International adopts a new mark, some or all of its franchisees may be permitted to use the new mark in the operation of the franchised hotel. - A new mark must not be used unless the franchisee has received express written authorization from Choice Hotels International.


200-8


BRAND IDENTITY

202

202.02 Stand-Alone Internet Web Sites Stand-alone Web sites are any Web sites (including without limitation html, xml, ftp, Web logs, chat, bulletin boards and any other electronic communications or distribution media) that are created by a hotel, group of hotels or entity outside of the brand.com environment. This also includes hotel e-mail sites and address because they may display our marks. The guidelines and rules below apply to any Web site representing any one of the Choice Hotels International family brands, or any property therein, created outside of the corporate held/ hosted Web sites (cambriasuites.com). Once the hotel initiates the creation of a new stand-alone Web site, the hotel and all of its vendors must work with Hotel Content and Support and the Brand Marketing team to ensure that all guidelines are met. The hotel must have completely optimized its cambriasuites.com Web site before developing any stand-alone site. The design, copy and content of property Web sites must comply with the specific standards outlined. Property Web sites may be created through our specified vendor, Hospitality eBusiness Strategies ([email protected]). • Domain Name Policy

A property Web site using a domain name that contains a Choice trade or service mark (e.g., “cambriasuitesgaslamp.com”) must comply with Choice´s Domain Name Policy. The full policy is available on choicecentral > resources > ecomm > domname.

• Responsibility for Site

The information that appears on these sites is the sole and direct responsibility of the hotel/entity. The hotel is responsible for all aspects of its sites, including without limitation all costs, fees, licenses, permits, claims, development and maintenance related in any way to these sites.

• Email Addresses - E-mail should be directed to the hotel, not to a third party (such as the firm that developed the property Web site). - Wherever possible, all hotel e-mail addresses used for customer correspondence through the property Web site should use only the official domain name approved by Choice (e.g., “[email protected]”). • Privacy & Security Information - The collection and retention of personally identifiable information is an extremely serious matter. Strict compliance is required for any stand-alone Web site to all applicable laws, standard practice instructions and/or brand standards. - Property Web sites should provide customers with privacy and security information. - Property Web sites may NOT be linked to the Choice Hotels Privacy & Security Policy featured on www.choicehotels.com. Instead, the property Web site should contain its own, localized privacy and security policy. • Logos and Logo Usage - The brand logo, including “BY CHOICE HOTELS,” must be featured in a prominent location on the homepage and on every page of the property Web site. Logos can be downloaded from www.choicecentral.com. - Minimum Size Requirements for Single Logos Online – The minimum required size for any brand logo is 24 x 28 pixels. For chain logos, each brand logo within the chain must meet the minimum size requirements.


200-9


BRAND IDENTITY

202

• Brand Style Guides

The property Web site must incorporate the core creative elements of the current Cambria Suites marketing campaign.

• Trademarks and Marketing of Third Party Sites

Upon the expiration or termination of the Franchise License Agreement, you must irrevocably assign and transfer to Choice Hotels International (or to its designee) all of your right, title and interest in any domain name listings and registrations which contain any references to our marks, system or licensed brand, and must notify the applicable domain name registrar(s) of the termination of your right to use any domain name or site(s) associated with the trademarks or the licensed brand, and will authorize and instruct the cancellation or transfer of the domain name to us (or our designee), as directed by us. You must also delete all references to Choice Hotels International’s marks or licensed brands from any other site(s) you own, maintain or operate beyond the expiration or termination of the Franchise License Agreement.

• Reservations Functionality/Booking Engines - All reservations are to be routed directly to the main CambriaSuites.com reservations module. - No third party booking engine may be used for the property Web site. - Any and all fees, taxes, commissions or charges of any kind due or payable in regard to reservations are the hotel’s sole responsibility. - No brands outside of the Choice Hotels International family of brands may be crosssold. • Best Internet Rate Guarantee

The property Web site must feature Choice’s Best Internet Rate Guarantee. You may link directly to the Best Internet Rate Guarantee at www.choicehotels.com. This link can be designed to open in a new browser window.

• Web Site Content - All content (including hotel descriptions, destination information) featured on the property Web site must be significantly different from the content (including hotel descriptions and destination information) featured in the hotel’s e-brochure on choicehotels.com and the individual Choice brand Web site. - Property Web sites that duplicate content found on choicehotels.com or the Choice brand Web sites can cause the property Web site, as well as choicehotels.com, to be banned by search engines. For information on Google’s content policy, see www.google. com. - Copying or “scraping” destination content (e.g., current events, destination overviews, maps, point of interest listings and descriptions) featured on the hotel e-brochure and on choicehotels.com is a violation of Choice’s licensing agreements with the destination content providers. ®

• Choice Privileges Rewards Programs ®

The main navigation of the property Web site must feature a link to the Choice Privileges reward program on www.choicehotels.com. The link can be designed to open in a new browser window.

You may not provide your own description or details on these programs.


200-10


BRAND IDENTITY

202

• Owner/Operator Information

All property Web sites using a domain name under the Choice Domain Name Policy must include the following disclaimer on the homepage: “This Web site is owned and maintained by [Franchisee’s Legal Name], a licensed user of certain proprietary trademarks and service marks of Choice Hotels International, Inc.”


200-11


SIGNAGE

203

203.00 Signage With multi-million dollar television, print advertisements and promotions that are seen by millions worldwide, Choice’s family of brand names are universally recognized. To help you benefit from the business generated by this recognition, Cambria Suites Design & Construction will assist you in obtaining a sign package that will best identify your brand and location.

203.01 Exterior and Interior Signage • Directions for Buying Signs Through the Qualified Vendor Program - Qualified vendors will provide site surveys, sign manufacturing, installation and full warranty for all product and installations services. The combination of these services provides a high level of consistency and guarantees the service the franchisee will receive. - Franchisees are guaranteed that their signage will meet Choice standards for size and material as well as all local and state building codes. - Franchisees are not responsible for any damage to the sign faces, bulbs or casing that may occur during installation. Qualified Vendors will handle or guarantee any damage that may occur during shipping/installation of the sign, faces, bulbs and cabinet. - The new standard protects the franchisee’s investment and dramatically reduces the time and resources spent at the property-level throughout the purchase and installation process. • Steps for buying signs for new build properties using the Qualified Vendor program: - Contact the brand specified qualified licensed sign manufacturers. - Sign a contract with the Qualified Vendor. - The Qualified Vendor will facilitate the order with all constituents. • Steps to buying face replacements using the Qualified Vendor program: - Call the Qualified licensed sign manufacturers of your preference to request a survey of the current signage. - The Qualified Vendor(s) will provide a quote for change over to Choice sign. - Once a contract is signed with a Qualified Vendor, a drawing will be produced and sent to Choice, on your behalf, for approval. It is then reviewed by Choice. Any changes are communicated to the vendor. It will then be approved. Please see Rules of Operation, Universal Facility Standards, Section 105.00 and Architecture and Engineering Standards, Signage, Section 401.08. Any products not in compliance with Choice Hotels signage and identity standards will be required to be removed from your property and replaced with correct materials at your expense. We strongly recommend that you use only endorsed suppliers for all your logo products to ensure that this does not occur. • Interior Signage – Please refer to Rules of Operation, Lobby Area and Interior, Section 105.07. Choice offers qualified interior sign companies which all have Choice Hotels’ specifications for any type of interior signage for your property.


200-12


SIGNAGE

203

• Any products not in compliance with Choice Hotel’s signage and identity standards will be required to be removed from your property and replaced with correct materials at your expense. We strongly recommend you use only endorsed suppliers for all your logo products to ensure that this does not occur. 203.02 Department of Transportation (DOT) Signs A DOT information file must be kept permanently at the property for the brand representatives to review. The file must contain the following information for each current billboard/public highway off-premises sign: • Exact location of the DOT signage with a provided map • Date when the DOT signage was last updated or refreshed • Dated photos of the DOT sign(s) • Date when the next scheduled refresh is allowed per the contract • Call Lyle Signs at (800) 367-8560 for all interstate Department of Transportation (DOT) directional signage. They can assist you with all requirements and specifications mandated by Choice Hotels International.

203.03 Billboards • Billboards must comply with standards; any exceptions must be authorized in writing from the Cambria Suites brand. • A billboard information file must be kept permanently at the property for the brand representatives to review. The file must contain the following information for each current billboard: - - - -

Exact location of the billboard(s) with a provided map Date when the billboard(s) was last updated or refreshed Dated photos of the billboard(s) Date when the next scheduled refresh is allowed per the contract

• Billboard Regulations - “NOW OPEN,” “COMING SOON,” “NEW” must be on a separate removable panel that must be removed six (6) months after opening the property. - “NEW ROOMS,” “RENOVATED,” “REMODELED ROOMS” or “UNDER NEW MANAGEMENT” must be on a separate removable panel that must be removed six (6) months after installation. - Award logos may be used, however the year the award was won must be listed. - The Cambria property exterior photo is the only image allowed. - Co-op boards are not allowed. - The use of “Jacuzzi” is a copyright infringement unless the whirlpool is a Jacuzzi brand. In that case, a signed statement must be on file with corporate offices verifying the Jacuzzi brand. Alternate suggested uses are “Whirlpool,” “Hot Tub,” or “Spa.” - Rates are to be discouraged on billboards unless it is the only means to compete in an area. Tag-on panels are preferable, as they allow for rate changes to be made easily.


200-13


SIGNAGE

203

- The approved logos for billboards are the vertical rectangular format only. NO horizontal logos will be allowed. Logos may not be obscured with snipes. - Phone numbers, reservation phone numbers, or addresses can be displayed on billboards if it is necessary to compete in an area. - Secondary names are to be used only when the property has an approved secondary name. The brand name must appear preceding the secondary name in the size and typeface specified in the billboard standards. - No extraneous symbols such as arrows (unless being used in conjunction with an advertising campaign) or other graphic devices. - Tag-ons will be allowed as needed for additional information and after approval by the Creative Services department. - Peeling or weathered boards must be replaced immediately. The approved billboard template can be found on choicemarkit.com. 203.04 Shared Billboards • Any Cambria Suites property desiring to share a billboard with any other business must have prior written approval from the Cambria Suites brand. • When permission is given for a shared board, the visuals/copy must be distinctive and separate for the Cambria Suites brand and other business. No exceptions to this rule will be granted. All visuals/copy must adhere to the billboard standards on www.choicecentral. com.

203.05 Construction Signs Specific graphics standards governing the design copy and content of construction signs are provided in the Cambria Suites Brand and Identity Standards on www.choicecentral.com. 203.06 Channel Letter Sign • Cambria Suites signs must be the specified custom typeface in accordance with the corporate identity specifications. • The channel letters must be constructed using Choice-specified perforated film.

203.07 Interior Signage Please refer to Rules of Operation, Lobby Area and Interior, Section 105.07.


200-14


SIGNAGE

203

203.08 Brand Photography Standards • Compliance - All U.S. hotels must have professional photography for online distribution. Hotels must submit a copy of a signed contract with a Choice Hotels (CHI) qualified photography vendor prior to being activated in the CHI Central Reservation System (CRS). - Contract must include a scheduled professional photo shoot date. - Scheduled professional photo shoot date must be within ninety (90) days of activation date. - If a contract is not submitted prior to the activation date, the hotel will not be activated in the CHI CRS. • Major Hotel Renovations: - Hotels are responsible for submitting updated professional photography for online distribution after completing renovations to the hotel that would require more than 50% of the photos to be replaced (“Major Renovations”). - Hotels completing Major Renovations must follow standard online photography compliance guidelines set forth herein. - Hotel must schedule a professional photo shoot within ninety (90) days of completing Major Renovations. • Brand Reimaging, Minor Hotel Renovations and One-off Photos: - Brand reimaging and minor hotel renovations may not require professional photography. - Hotels must submit an updated photo of any areas that include the new brand signage or the area that was renovated. - Normal online photography standards (listed below) must be followed. - CHI and Cambria Suites Marketing will review all photos to ensure online photography quality standards are met and approve on a case-by-case basis. - If photos pass quality standards, they will be used for online distribution. - If photos fail quality standards, the hotel will have to purchase professional photography from a Choice qualified vendor areas as determined by CHI in its sole discretion. - Photo release authorization forms must accompany all photos. • Temporary Photos: - Hotels may submit temporary photos for online distribution until professional photos are received which must be no later than four (4) weeks after professional photo shoot date. - CHI reserves the right to refuse temporary photos in its sole discretion. - A signed release must accompany all temporary photos, detailing CHI’s usage and rights to the photo. CHI must have complete & unlimited usage of the photography. • Photography Vendor - - - -

Hotels must use a qualified photography vendor. List of CHI qualified photography vendors can be found on ChoiceBuys.com. Photos from non-CHI qualified photography vendors will not be accepted. CHI qualified vendors will submit professional photography directly to CHI within four (4) weeks of photo shoot date. - If photos are not received within four (4) weeks of photo shoot date because hotel is not cooperating with CHI qualified vendor, a default letter will be issued to the hotel, which can result in suspension and possibly termination.


200-15


SIGNAGE

203

• Specifications

To comply with online photography standards requiring professional photography for online distribution, you must submit both high resolution (print) and low-resolution (online) photos.

- File Types: JPEG (web & print) - Resolution: 72 dpi for web, 300 dpi for print - Image Size: Web: 7” w by 5” h (17.8 cm by 12.7 cm)/minimum 502 pixels wide. Print: 10” w by 8” h (25.4 cm by 20.3 cm)/minimum 3000 pixels wide - Quantity: Hotels must submit a minimum of six photos. - Content: Photos of all hotel features listed in the Standard Photo List (below) are mandatory. • Composition

The intent of professional photos is to showcase the property. - Format: - Landscape (horizontal) format is standard. - Portrait (vertical) format can only be used when a horizontal format is not possible or a vertical photo significantly strengthens composition, as determined by CHI in its sole discretion; provided that photos of both vertical and horizontal photos were submitted for approval. - Lighting: - Photos shall incorporate professional lighting and where necessary be color corrected, showing only appropriate shadows. - No under or over exposed photos will be accepted. - Night photos will be reviewed and approved by CHI on a case-by-case basis. - People: - Unless otherwise permitted by CHI, photos shall not include people. - Photos with models will be reviewed and approved by CHI on a case-by-case basis. - Model release authorization forms must accompany all photos including models. - Miscellaneous - Intent of professional photos is to showcase the property. - Signage and materials using brand logos must meet current standards. - Exterior/Interior of hotel should be clean and in good repair. - Landscaping/grounds may be included if well maintained and in-season (i.e., no brown grass, bare trees, etc.). - Minimize distractions/obstructions in frame (both foreground and background) that detract from the composition and/or potentially date the photo. - These can include but are not limited to: - Exterior - trees, signposts, streetlights, parking lots, cars, driveways, seasonal décor, garbage cans, ashtrays, banners, promotional materials, etc. - Interior - seasonal décor (Christmas lights, holiday decorations), media materials (rack cards, banners, point of sale materials, table tents, ads), paper products in breakfast area (forks, plates, napkins, plastic ware), dome lids on breakfast food items, garbage cans, ashtrays, plastic ice buckets and cups, and irons and ironing boards. - Televisions & computer monitors must be turned off.


200-16


SIGNAGE

203

- AAA Signage/Plaques: - AAA signage/plaques cannot be included in photographs. • Standard Photo List

All items on the Standard Photo List are mandatory (if applicable), and only on-site hotel features will be filmed and accepted. - Exterior: - Exterior shots should focus on the tower and port cochere. - Entire hotel exterior does not need to be included in photo. - Brand signage is not required. - Garbage cans and ashtrays must be removed. - Landscaping must be updated and/or maintained before photo shoot. - Seasonal décor (Christmas lights, holiday decorations) must be removed. - Exterior marquee signs should be off (if electronic) or blank; CHI staff reserves the right to Photoshop any signage that might date a photo. - Standard and/or Suites/Specialty room types: - Rooms must meet applicable brand standards (e.g., bedding) for photos of rooms to be accepted. - Photos of rooms that do not meet brand standards must be submitted or replaced within thirty (30) days of required implementation date. - Plastic ice buckets and cups, and irons and ironing boards must be removed. - Curtains must be open. - Lobby/Interior: - Media materials (rack cards, banners, point of sale materials, table tents, ads, etc.) should be avoided. - Front desk photo is not required. - Seasonal décor (Christmas lights, holiday decorations) must be removed. - Breakfast: - Area should be fully stocked, displaying breakfast items that meet respective brand standards. - Food must look fresh and be displayed in a pleasing manner. - Dome lids and paper products like forks, plates, napkins, etc. must be removed. - Restaurant/Bar: Set up restaurant/bar area as if open. - Meeting/event space (multiple): Set up room/space as if a function was taking place. - Fitness room. Televisions must be turned off. - Business center: - Media materials (rack cards, banners, point of sale materials, table tents, ads, etc.) should be avoided. - Computer monitors must be turned off.


200-17


SIGNAGE

203

- Pool/Courtyard: - Patio furniture must be neat and in good condition. - Open patio umbrellas. (if applicable) - Clear pool of all debris, toys, flotation devices, etc. - Hot tub must be turned on. • Destination photos:

A Destination Photo Authorization Form must accompany all destination photos. Destination photos (web size only) will be accepted on a limited basis at the sole discretion of CHI.


200-18


VEHICLE GRAPHICS

204

204.00 Vehicle Graphic Standards Please see Rules of Operation, Courtesy Vehicles, Section 110.02.

204.01 Van Standards • Cambria Suites has selected Let’s Get Graphic Creations, Inc., (LGGC) as the vendor for creating, printing, and installing the property van graphics. To order graphics for your shuttle van, please contact:

Bret Bolnick Let’s Get Graphic Creations, Inc. 763-786-1249 [email protected]

LGGC will collect the vehicle manufacturer information from you or arrange for one of the LGGC technicians to visit the site, or will contact a 3-M certified, qualified installer in the hotel’s local area to do the job. The technician will visit the site, measure the vehicle, note the make, model, year and VIN number and take photos. LGGC will adapt the graphics package to the specific vehicle.

Once the artwork has been adapted for the vehicle, LGGC will print the graphics and send them to the local installer for professional installation. Ensure that the vehicle is fully cleaned prior to the installation, otherwise additional charges may apply.

To view the new graphics package, go to Cambria Suites Brand and Identity Standards on choicecentral and look under Van Standards.


200-19


COMPLIANCE

205

205.00 Compliance 205.01 Compliance with Law • Each Licensee is required to comply with applicable federal, state or local laws and/or ordinances relating to signs or other marketing, advertising and promotional material. • It is the responsibility of the Licensee to obtain all necessary permits for the sign installation. 205.02 False/Misleading/Offensive Signs • False or misleading signs, or any other marketing/advertising materials with respect to any matter including but not limited to marketing programs, promotions, room rates, accommodations or services is prohibited. • Use of offensive, misleading and discriminatory phrases such as, but not limited to, “American Owned and Operated” is strictly prohibited and may not be used on signs, billboards or any other marketing or communications materials. 205.03 Qualified Vendors Use of Qualified Vendors for logo-embossed materials is required unless the Qualified Vendors do not carry those materials. 205.04 Additional Signage • The attachment of any additional signage to on-premise signs is strictly prohibited. • American Automobile Association (AAA) signs may not be installed on the primary sign pole nor attached to the signature sign. 205.05 Unapproved Signage • If a Licensee should install or maintain an unapproved sign and fails to cause such unapproved sign(s) to be removed or altered to comply with Choice Hotels International’s (CHI) approved standards within thirty (30) days (or such longer period of time as may be required by applicable law) after written request from CHI, the Licensee shall be in default of its Franchise Agreement and shall pay to CHI a fine of $50.00 per non-complying sign per week (but not to exceed a total of $1,000.00 at any time). • The foregoing fine shall be levied in addition to any other such remedies sought from Licensee as a result of default of the Franchise Agreement. • Any products not in compliance with CHI graphics, brand identity or campaign standards must be removed from the offending property within thirty (30) days (or such longer period of time as may be required by applicable law) and replaced with correct materials at the Licensee´s expense.


200-20


COMPLIANCE

205

205.06 Secondary Name Signage When permission is granted to use a secondary name to the Cambria Suites property, this additional designation may not receive more than 70% of the prominence of the name Cambria Suites. This applies to all secondary name designations, whether they are on highway signs, brochures, or in any other advertising media. 205.07 Changing and Updating Current Property Information The Choice Central Reservation System (CRS) is the hub of the Choice distribution network, which includes Choice contract centers, choicehotels.com, the GDSs and thirdparty Web sites. When a hotel changes or updates information in the CRS, this information is automatically distributed to all channels in the Choice distribution network. If a hotel’s information needs to be updated on choicehotels.com, in a GDS or on a third-party Web site, chances are the change needs to be made in the CRS first. Visit choicecentral for instructions on how to change and update hotel information (choicecentral > resources > marketing). Contact Data & Channel Management Toll-free: (866) 953-4570 – option 1 E-mail: [email protected] Fax: (602) 953-4580 For more information go to choicecentral for choicehotels.com Hotel e-Brochures (choicecentral > resources > ecomm > chcomm).


200-21

300 I N F O R M AT I O N T E C H N O L O G Y A N D T E L E C O M M U N I C AT I O N S S TA N DA R D S


050409

C a m b r i a S u i t e s S Ta n da r d s M a n ua l 2 0 0 9

Information Technology and Telecommunications 301.00

Property Management Systems . . . . . . . . . . . . . . . . . . . . . . . 300-1 301.01 Reservation System/Property Management System . . . . . . . . . 301.02 Point of Sale System . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 301.03 Hotel Sales & Catering Pro Automation Software . . . . . . . . . . 301.04 Hotel Service Pro Automation Software . . . . . . . . . . . . . . . . .

302.00

High-Speed Internet Access (HSIA) . . . . . . . . . . . . . . . . . . . 300-3 302.01 Guest Access to HSIA . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 302.02 Hotel Technical Requirements . . . . . . . . . . . . . . . . . . . . . . . 302.03 Guest Computer Connectivity . . . . . . . . . . . . . . . . . . . . . . . 302.04 Bandwidth Management . . . . . . . . . . . . . . . . . . . . . . . . . . . 302.05 Roaming Agreements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 302.06 High-speed Internet Access Service Requirements and Provider Service Levels . . . . . . . . . . . . . . . 302.07 In-suite HSIA Cable Holder . . . . . . . . . . . . . . . . . . . . . . . . .

303.00

300-1 300-2 300-2 300-2

300-3 300-3 300-6 300-6 300-6 300-6 300-7

Voice, Data and Video Cabling Infrastructure . . . . . . . . . . . . 300-8 303.01 Guest Business Center Solution . . . . . . . . . . . . . . . . . . . . . . 300-8 303.02 Empty Conduit System . . . . . . . . . . . . . . . . . . . . . . . . . . . . 300-8 303.03 Technical Specifications . . . . . . . . . . . . . . . . . . . . . . . . . . . 300-9 303.04 Voice and Data Wiring for Guest Suites . . . . . . . . . . . . . . . . . 300-9 303.05 Voice and Data Wiring for Hotel Reception Desk and Back Office . . . . . . . . . . . . . . . . . . . . . 300-10 303.06 In-Room, On-Demand Movies and Video Games . . . . . . . . . . 300-10

304.00

DMX MUSIC Distributed Audio Standards . . . . . . . . . . . . . . . 300-11 304.01 DMX Requirement In Public Areas . . . . . . . . . . . . . . . . . . . 304.02 Delivery . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 304.03 Meeting Rooms Public Address System . . . . . . . . . . . . . . . . 304.04 Voice Mail . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

CAmbria Suites | Effective February 1, 2009

300-11 300-11 300-12 300-12

300-ii

C a m b r i a S u i t e s S Ta n da r d s M a n ua l 2 0 0 9

305.00 Telecommunications . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 300-13 305.01 Private Automated Branch Exchange Requirements . . . . . . . . 305.02 Telephone Switchboard . . . . . . . . . . . . . . . . . . . . . . . . . . 305.03 Guest Suite Telephones and Directories . . . . . . . . . . . . . . . . 305.04 Public Area Phones . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 305.05 Voice Messaging Systems (Voice Mail) . . . . . . . . . . . . . . . . . 305.06 Voice Mail Administration & Call Routing . . . . . . . . . . . . . . 305.07 General Manager Hot Line . . . . . . . . . . . . . . . . . . . . . . . . . 305.08 Paging and Public Address Systems . . . . . . . . . . . . . . . . . . 305.09 Call Accounting and FCC Regulations . . . . . . . . . . . . . . . . . 305.10 Network Access Requirements . . . . . . . . . . . . . . . . . . . . . .


300-13 300-13 300-14 300-15 300-15 300-16 300-16 300-16 300-17 300-17

300-iii

I nformation technology and telecommunications

property management & reservations

301

301.00 Property Management Systems 301.01 Reservation System/Property Management System Each Cambria Suites property is required to participate fully according to reservation policies and procedures. • Each Licensee must participate in the computerized reporting program for daily revenue and occupancy and the Automated Travel Management (ATM®) system through the hotel’s property managment system. Failure to report and/or reported discrepancies may cause an immediate audit as per the terms of the Franchise Agreement. • All Cambria Suites properties are required to install and maintain the current Choice proprietary property management and reservation system as specified by Choice Hotels International. • The required minimum number of property management system workstations per number of suites are as follows: Locations

Number of Suites up to 130

131-200

201-275

276-350

Reception desk

2

3

4

5

Back Office

1

1

1

2

GM Office

1

1

1

1

Sales

1

1

1

2

Housekeeping

1*

1*

1

1

Maintenance

1*

1*

1

1

* Indicates optional (up to 150 suites) NOTE: Airport locations and group-based hotels should strongly consider one additional workstation to the reception desk to provide the proper level of service during peak check-in and checkout times. • Each licensee is required to pay monthly user fee payments for the brand specified property management system as well as all interfaces. These fees are outlined in the PMS contract. • The following interfaces are required of all Cambria Suites: - CRS - Call accounting - Credit card - PBX - Voice mail - Electronic lock - POS - Movies (required only if hotel offers VOD or PPD movies) - Hotel Sales & Catering Pro - Hotel Service Pro - HSIA (only required if charging guests for additional bandwith beyond brand requirements


300-1


property management & reservations

301

- Others as may be required by Cambria Brand Management • Choice will not provide support for any third party software and/or equipment not specified and approved. • No property may attach any third party equipment/interfaces to the Property Management System equipment that have not been tested and approved by Choice. Failure to comply will cause the hotel to be responsible for any and all replacement, repair or service expense. • The Property Management System must connect to the Internet service provider approved by Choice Hotels International for e-mail access. The service includes online access capability that allows hotels to closely manage their property information as contained on the hotel brand Web sites and interact directly with consumers via e-mail. The connection also allows access to emerging Web based business applications on Choice Central. • On behalf of the Licensee, Choice Hotels International will normally enter into all contracts and agreements concerning the reservation systems. However, from time to time, it may be necessary for the Licensee to enter into individual contracts for certain equipment or services, such as reservations terminals or reservations agreements with airlines. 301.02 Point of Sale System The hotel is required to use the approved Point of Sale system for food and beverage operations. It must fully interface with the Property Management System. The POS system must include a reception desk terminal or workstation to take and transmit room service orders, as well as ring food & beverage from the Grab ‘n Go case and Refill. The specified equipment is the Aloha P.O.S. provided through Radiant Systems. 301.03 Hotel Sales & Catering Pro Automation Software • To aid in successfully managing the hotel sales effort, each Cambria Suites hotel is to use the Hotel Sales & Catering Pro sales automation system. This system is designed to reduce the amount of time required to administer the sales effort allowing you to spend more time on selling. It also provides the hotel a method by which to secure and manage account information. This web-based application is approved to run on the Choice proprietary Property Management Systems. • The Cambria Suites Brand will provide the initial licensing of the software for each hotel. • The hotel is solely responsible for the ongoing maintenance and support fees as well as any other related costs. • Hotel Sales Pro system will be interfaced with the Choice proprietary Property Management System. 301.04 Hotel Service Pro Automation Software To enhance the level of service and improve maintenance operation of the hotel, the Cambria Suite Brand will also provide Hotel Service Pro software licensing to each Cambria Suites Hotel. The hotel will be responsible for any ongoing maintenance, support and related fees.


300-2


HIGH-SPEED INTERNET ACCESS

302

302.00 High-Speed Internet Access (HSIA) 302.01 Guest Access to HSIA HSIA is to be provided for hotel guests. Complete compliance requires the property to provide the following: • Wireless HSIA must be provided free to guests and to specified bandwidth in all public areas including lobby, dining and lounge facilities, and pool areas. • Wired and wireless HSIA must be provided in all meeting rooms. In this circumstance only, hotels may charge a fee in accordance with the local market. • Free wired and wireless HSIA must be in 100% of the guest suites and to specified bandwith. • Hotels may charge hotel guests for access to additional bandwidth beyond current brand requirements. Contact brand management or Ethostream, the brand gateway provider and network manager for additional information. 302.02 Hotel Technical Requirements It is essential that each hotel meets our guests’ expectations of a fast, safe and hassle-free High-Speed Internet access experience. To ensure hotels are able to meet guests’ expectations, the following requirements must be met: • Required Product

Cambria Suites Internet Gateway, powered by Ethostream’s EGS (v 4.0 or higher) with integrated web based management portal must be used by all hotels.

• Circuit Type - - - -

Qualifying circuit types include: T1 or fractional T1 Circuit Business Class Cable Broadband Standardized Business Class DSL

• Internet Connection Service Quality

Internet connections will not fluctuate in response times from provider nor will packet loss exceed 1 packet per 1000 or 0.1% to the provider’s router.

• Minimum Connection Speed

The required connection speed to the ISP varies based on the hotel size and must be at the following minimums:. - For 100-room or less hotels – a constant 2.0 mbps or higher from the ISP to the hotel and at least 512 kbps from the hotel to the ISP. - For 101-125 room hotels – a constant 3.0 mbps from the ISP to the hotel and a minimum of 512 kbps from the Hotel to the ISP. - For 126-150 room hotels – a constant 4.0 mbps from the ISP to the hotel and a minimum of 512 kbps from the hotel to the ISP. - For 150-200 room hotels – a constant 6.0 mbps from the ISP to the hotel and a minimum of 512 kbps from the hotel to the ISP.


300-3



302

• Compatibility

All equipment used must fully support the IEEE 802.11g wireless connectivity standards and IEEE 802.3 Ethernet standards.

• User Authentication - Prior to being given access to the Internet, all guests must be presented and accept the standard terms of use as defined by Choice Hotels International. - Guests must be informed that they are solely responsible for their own actions and activity while utilizing the hotel’s HSIA system. • Home Page Redirection Upon login, guests should be directed to the brand specified re-direct page. • Marketing Materials/Instructional Materials

The hotel must include detailed, easy-to-use instructions regarding how to access the HSIA service in the Guest Directory as well as a 24/7 support number for the HSIA.

• Plug-and-Play

Guests shall be able to connect to the Internet regardless of whether their computer is configured with a Dynamic Internal IP address (DHCP) or any combination of Static settings including: - - - -

Static Private or Public IP Address Static Gateway IP Address Static Private or Public Domain Server (DNS) Web Proxy on any Port Number

The service must be plug-and-play, meaning that no hardware, software or network configuration changes are required by the guest in order to connect to the Internet.

No manual intervention shall be required by the guest, hotel, or HSIA provider to bypass a web proxy port setting.

• The HSIA Provider, must provide 24/7/365 customer support via an 800 number that is complimentary to hotel guests. The HSIA service provider must also provide a 24/7/365 Tier II support number that is dedicated to hotel staff. Customer support personnel must be equipped with the necessary tools to be able to remotely diagnose issues and guest problems. Call Center levels of support must meet or exceed the following requirements: - - - -

90% of calls will be answered by a live person within 120 seconds Call abandonment rate will be less than 2% First call resolution will be greater than 90% EthoStream is the required support service provider.


300-4



302

• E-mail - Guests shall be able to download electronic mail using the POP3 e-mail protocol. - Guests shall be able to transmit electronic mail using SMTP and IMAP e-mail protocols. - E-mail service shall be plug-and-play so that no change of settings is required regardless of restrictions the ISP may impose on e-mail relay. • Virtual Private Networks (VPN)

Guests shall be able to connect to commonly used VPN (Virtual Private Network) technology such as Checkpoint, Cisco and other VPNs based on the standard PPTP and IPSec protocols.

• H.323 Applications

Guests shall be able to participate as a client of H.323 compliant applications (e.g. Microsoft Netmeeting, WebEx) for Internet conferencing.

• File Transfer

Guests shall be able to transfer files to or from Internet sites to which they have access, acting as a client of a File Transfer Protocol (FTP) server.

• Record of Usage

The solution must make a usage record for each guest when they log in. The usage record should include the date and time at which the guest logged in.

• Network Availability

Guest Internet access and all of the associated services shall be available to guests on average at least 97.7% of the time as measured monthly.

• Connection Type

The connection to the Internet must be an always-on connection just as a LAN connection would be.

• Security - Guest’s personal information shall be secured. Guest login pages shall be encrypted and transmitted over Secure Sockets Layer (SSL). - All devices on the guest network, including guest computers shall be protected by a firewall from unauthorized access from the Internet. - No solicited Internet traffic shall be forwarded to guest or hotel computers. - The HSIA system must be configured to prevent a guest from being subjected to a security risk from the hotel LAN. The HSIA system will not allow unauthorized data traffic to pass from the hotel LAN to any guest room, meeting room, or common area user. - All guest connections must be secure from one another utilizing client isolation. One guest will not be able to see or gain access to another guests’ computer on the network. - All equipment for the guest network shall be secured; guests shall neither see (ping) the equipment, nor be able to log into its management interfaces via protocols such as HTTP, telnet, SSH or FTP.


300-5



302

• Network Infrastructure - Must follow the IEEE 802.3 Ethernet protocol. - All cabling for wired connections or to wireless access points must be CAT5 enhanced. - Guest access must be accomplished through a RJ45 Ethernet port or an IEEE 802.11g wireless access point. 302.03 Guest Computer Connectivity • Internet connectivity and associated functionality must be provided and supported for all operating systems currently supported by Microsoft and Apple. (At time of publication this includes but is not limited to Windows 2000, XP and Vista and Apple OS X.2 or higher.) • Internet connectivity and other functionality must be provided and supported for all browsers currently supported by Microsoft. (At time of publication this includes IE 6.0 and IE 7.0 and above.) • Internet connectivity and other functionality must be provided and supported for the following network cards IEEE 802.1 Ethernet compliant international or PCMCIA network card or 802.11g wireless card where applicable. • For liability reasons, hotel staff should never attempt to assist a guest with their computer. 302.04 Bandwidth Management • The HSIA solution must be structured in a way such that no single user can utilize all of the available bandwidth or create a denial of service for other users of the system. • The HSIA solution must prevent users from utilizing the service for SPAM by monitoring and disabling any single user who attempts to send SPAM. • The HSIA solution must be able to remove users from the network that are abusing their bandwidth allocations or traffic types. 302.05 Roaming Agreements The HSIA solution must be able to support nationwide roaming agreements 302.06 High-speed Internet Access Service Requirements and Provider Service Levels • Solution availability: - Monthly average system availability must be 95% or greater and quarterly average system availability must be 97.7% or greater. - The HSIA provider must provide monthly performance reporting to the hotel and Choice Hotels International. • Maintenance/Break-Fix

The HSIA provider must provide break-fix services to ensure that the system continues to function as intended and remains in good working order. The HSIA provider must respond to service problems within the contracted timeframe.


300-6



302

• Network Monitoring

The HSIA provider must provide proactive 24/7/365 network monitoring to proactively identify and address system performance issues before hotel intervention is required. Gateway and additional IP addressable equipment will be monitored continuously to determine system performance and availability to guests.

• Monthly Reporting

The HSIA provider must provide basic monthly reporting to the hotel and Choice Hotels International regarding system performance and usage, including the following: - - - - -

System usage (take rates per 24 hour increments) Bandwidth consumption System uptime Maintenance logs Call center statistics (number of calls per month, types of calls or support issues, average speed to answer, first call resolution rates, average talk time and average resolution time)

302.07 In-suite HSIA Cable Holder Each suite must have in use the HSIA Cable Holder from Brandstand. This must contain the currently specified insert with the Cambria Suites HSIA Support number from Ethostream. This Cable Holder must also be used at the Guest Business Center Solution for laptop users.


300-7

tion technology Informa a n d t e l e c o m m u n i c at i o n s

V O I CE , DATA AND V I DEO CA B L I NG

303

303.00 Voice, Data and Video Cabling Infrastructure 303.01 Guest Business Center Solution The business Center area is to be equipped with the specified Cambria Suites hardware and software solution made available through Uniguest, Inc. For hotels up to 175 suites, the solution includes: • Two (2) all-in-one Sony Vaio PCs with 19” widescreen monitor or current specification at time of contract execution • One (1) Dell Laser B&W printer – (or optional color printer) – Minimum of 30 PPM B&W – Minimum of 15 PPM color printing (if applicable) • One (1) Dell Multifunction Laser all-in-one printer/copier/scanner • One (1) Remote printing access unit (Print Valet key pad) • Microsoft Office Software (including Microsoft Word, Excel, PowerPoint and Outlook) and Adobe Acrobat Reader • Uniguest Security software • Network Router • PrinterOn Software License • 24/7/365 Service agreement • Complimentary HSIA for all Business Center workstations must be provided as well as an additional HSIA cable with the Brandstand cable holder for laptop users. For hotels from 175 - 250 suites one (1) additional specified all-in-one PC is required For hotels from 251 - 350 suites two (2) additional specified all-in-one PCs are required. 303.02 Empty Conduit System An empty conduit system shall be designed and installed using the codes and standards of the following agencies: • ANSI American National Standards Institute • BICSI Building Industry Consulting Services International • BOCA Building Officials and Code Administrators • EIA/TIA Electronic Industries Association/Telecommunications Industry Association • FCC Federal Communications Commission • IEEE Institute of Electrical and Electronic Engineers • NFPA National Fire Protection Association • NEC National Electrical Code • UL Underwriters Laboratories


300-8



303

303.03 Technical Specifications During the schematic and design development phases, consultants should refer to the following standards to ensure that adequate pathways are established and capable of supporting current and emerging technology for guest services. • BICSI

Consult the Telecommunications Distribution Methods Manual, (www.bicsi.org) for design assistance regarding: - - - - -

Service entrances Equipment rooms/closets Grounding, bonding, electrical protection and fire stopping Horizontal and vertical distribution pathways Special situations (poolside, ADA, etc.)

• EIA/TIA

Various standards documents are to be consulted which deal with all aspects of low voltage (>110VAC/DC) cabling. Note that the Canadian equivalent of EIA/TIA is CSA. The following documents are relevant to the design of an empty conduit system and the subsequent design of the technology infrastructure: - EIA/TIA-568A (CSA T529) Commercial Telecommunications Cabling Standard - EIA/TIA-569 (CSA T530) Commercial Building Standard for Telecommunications Pathways and Spaces - EIA/TIA-570 (CSA T525) Residential and Light Commercial Telecommunications Wiring Standard - EIA/TIA-670 (CSA T527) - Commercial Building Grounding/Bonding Requirements The International Standards Organization of the United Nations is currently adapting these EIA/TIA standards under the title Generic Cabling for Customer Premises Cabling ISO/IEC 11801.

303.04 Voice and Data Wiring for Guest Suites It is the intent of this section to define a technology-based cabling system (media, connectors, jacks, etc.) which supports terminal equipment provided by the hotel (telephone sets, fax machines, printers, etc.) and which accommodates equipment the guest carries and attaches to the hotel network. • In each suite a wiring point is installed on or near the bed(s) and at the work desk for data (RJ45) jack. • At a minimum, each wiring point shall contain a single run of UTP (unshielded twisted pair), four-pair, Category 5E or 6 (EIA/TIA 568A) compliant cable. • Each run will terminate in a Category 5 or 6 compliant wall jack (RJ45 Data) or RJ11 (telcom). • Optional Configurations


300-9



303

- Emerging high-speed networks for Internet and video-based guest services will require extra bandwidth available with additional UTP cable pairs available in each guest room/ suite. - A second four-pair, Category 5E or 6 compliant cable may be pulled to the same location as that for the coaxial cable used for CATV. If this option is not used, the empty conduit, used for the CATV coaxial cable, must be sized to accommodate this additional cable in the future. 303.05 Voice and Data Wiring for Hotel Reception Desk and Back Office Wiring for Voice and data at the reception desk and back office areas must meet the minimum requirements as set forth by the appropriate Choice Hotels Property Management System being used at the hotel. 303.06 In-Room, On-Demand Movies and Video Games • Properties may, at their option, offer in-room, on-demand movies and/or video games. • Guests are typically charged a fee for movies and video games. This fee is billed to the guest folio, then shared between the movie supplier and the hotel property. The hotel is required to handle overall accounting activities and monthly revenue share submission to the supplier. Any on-demand movie or video system must be interfaced with the Property Management System. Property Management System interfaces may require additional license and maintenance fees.


300-10


D M X M usic S tandards

304

304.00 DMX MUSIC Distributed Audio Standards 304.01 DMX Requirement In Public Areas Choice Hotels International has developed a strategic partnership with DMX MUSIC to provide audio systems, foreground music and messaging on-hold for all Cambria Suites properties. This partnership extends the branding of the guest experience through music and sound in the hotels’ various public spaces. The brand specified audio program from DMX consists of four primary area groupings each with their own sound. The hotel must have these four groupings properly engineered with the assistance of DMX and BOSE and professionally installed by DMX using the Cambria Suites/ DMX program hardware, software and programming. These systems must be functioning at all times. • Program Area One with custom Cambria Sound: - - - - - - - - - - -

Porte-cochere including main exterior entrance walkway Reception desk/reception area Elevator lobby area and elevator landing on each floor Two-story lobby areas Public restrooms Reflect Dining Outdoor dining area Barista bar Refill Marketplace Corridor to conference/meeting facilities Guest room corridors (optional)

• Program Area Two

Fitness center with brand specified Fitness Center Music Programming

• Program Area Three

Pool area including any exterior patio/deck with its own specific spa-like music channel programming

• Program Area Four

All meeting/board/conference rooms. These areas must have a four channel selector permitting the host of the meeting the opportunity to control from within the room which of four music genres they which to have in the space. They may choose from the adult contemporary, rock, jazz or the Cambria Sound.

304.02 Delivery All audio should be transmitted via in-wall/in-ceiling speakers with area-controlled volume though the control need not be in the specified space except for the meeting/board/ conference rooms. It is highly recommended that all other areas be configured to be on a individual volume controllers located in the back office area to ensure the correct volume is maintained.


300-11


D M X M usic S tandards

304

All areas are to have predetermined volumes and marked accordingly on the system panel. 304.03 Meeting Rooms Public Address System The audio system in the meeting/board/conference rooms must be integrated with a public address system for each room to allow the automatic override of the music programming with public address system activated/switched. 304.04 Voice Mail The audio system must be integrated with the voice mail system to provide brand approved/ specified on-hold music and messaging.


300-12


T E L E C O M M U N I C AT I O N S

305

305.00 Telecommunications 305.01 Private Automated Branch Exchange Requirements Each hotel must have a digital private automated branch exchange (PBX) telephone system that provides the following features: • Internet Protocol (IP) capable • Capable of E-911 notification either to reception desk or Emergency Center (whichever is permitted by local authorities) • Interface with Profit Manager/Choice Advantage to provide guest name display, room attendant codes and phone on/off • Automatic call wake-up with personal message capabilities • Least cost routing/automatic route selection • Station Message Detail Recording (SMDR) • Message light waiting notification • Direct dial access (1010XXXX) • Toll-free area code programming • Ability to connect to a T-1 dedicated network using internal equipment • Call restriction capabilities for fraud prevention • Network access trunks must provide a P.05 (GOS) Grade-of-Service. This means a hotel can block only five out of 100 calls during the busiest hour of the day or night. • Hotel PBX must have a minimum of two hours of battery backup. • Console backup or call pickup capabilities to process calls quickly during busy reception desk times. • Customized on-hold, in queue and call wake-up announcements for guests • Ability to provide Brand specified “on-hold” marketing messaging and music which must be used when a caller is placed on hold. • Ability to implement Automatic Call Distribution (ACD) software for enhanced call distributing and routing • Dedicated telephone line for remote maintenance and diagnostics (highly recommended) • FCC-compatible hearing-impaired capabilities 305.02 Telephone Switchboard • The main switchboard must be operated 24 hours a day and be attended by an employee with full access to the Property Management System, hotel communications equipment and the ability to monitor and respond to life safety systems and alarms. Ideally, during peak check-in and check-out hours, this team member should not be at the reception desk where they will be unable to provide full attention to guests at the desk.


300-13



305

• The use of automated attendants (automated systems that answer and transfer calls) are not permitted. Automated interceptors (automated systems that answer on the fourth ring) are acceptable as long as there is an on-hold message reminding callers that a service representative will assist them shortly. Automated call transferring is not permitted from this service. Automated interceptors only permitted to be used to supplement your guest service team during sudden spikes in call volume. If more than 10% of the calls per shift go to the device, the hotel must add additional PBX staffing to reduce the use of the device. • The switchboard must have the following: - A multi-character visual display, showing the calling guest’s name, to provide enhanced customer service. - Provide a minimum of six (6) incoming calls, transfer, hold and conference calling functions - Allow use of handsets or headsets to enhance employee productivity - Allow manual activation/deactivation of message waiting lamps to ensure that guests receive messages promptly - Allow manual activation or restriction of telephones when the Property Management System Interface is not functioning 305.03 Guest Suite Telephones and Directories • Each suite must contain two telephones serviced by one incoming line, with direct dial and on-hold capabilities through local telephone service. Phones must be touch-tone models and have a minimum cord length of 15'. • One telephone must be located on the nightstand in the sleeping area of the suite; the other must be placed on the desk. The desk phone is required to be cordless. • The local telephone access charge rates must be clearly stated and included in the guest service directory. • Each telephone is required to have a custom faceplate with dialing, voice mail, on-hold and transfer instructions. • Telephone service to the guest must include such items as call waiting, speakerphone and speed dialing. • There are to be a maximum of five and a minimum of three speed dial buttons on the guest suite phones. Both phones in the suite must have the same number of speed dial buttons. There is to be one button programmed for each of the following:

If the phone has 3 speed dial buttons: - Guest services - Emergency 911 (this must be a red button and must be programmed to automatically dial outside emergency services without going through the switchboard) - Room Service

If the phone has five speed dial buttons, in addition to the above speed dials, add: - Cambria Suites Reservations (this must be programmed to the 888-8CAMBRIA call center) - Wake Up Calls (for the guest to set the call from the phone)

• The faceplate must also contain the Cambria Suites logo, guest suite number, property name, address, telephone and fax number.


300-14



305

• Emergency dialing instructions must be displayed on the telephone face plate even with the speed dial button in the event the speed dial button is inoperable. • Each phone must have a prominent message/voice mail notification lamp. • There must be adequate out-bound trunk lines for both local and long distance service. • Each telephone must have a data port for computer modem input. • Each guest suite must be equipped with a local telephone directory(s), both white and yellow pages, in good condition. • If the property is located within twenty (20) miles of a major metropolitan area, directory(s) for that city are also required. • There must be one clean and well maintained notepad and pen per telephone, placed on the desk and night stand containing the phones. The note pad must be brand specific, and the pen must be Cambria brand ball point, click style ink. 305.04 Public Area Phones • All telephones in the hotels must allow 911 or E-911 calls to be placed, regardless of other restrictions or guest room status (stop charge, etc.) • The swimming pool area, exercise room, guest laundry and all elevators must be equipped with a house telephone that will ring to the reception desk. • There must be a minimum of one telephone that has local, credit card and toll-free number access. If a pay phone is not available, there must be a house telephone with these dialing features available. An additional house phone is required in or near the lobby. Both phones must be restricted from dialing guestrooms and suites. Professionally created signage must be in place designating local, credit card and toll-free number dialing instructions. If signage is wall-mounted, it must match interior signage package. 305.05 Voice Messaging Systems (Voice Mail) The voice mail system must meet the following requirements at a minimum: • Interface directly with brand specified property management system and have the ability to partition the system between administrative phones and guest phones. • Include new message lamp notification. The voice mail box automatically activates at guest suite check-in and deactivates at checkout. • The voice mail system must be simple to access and use, and must return the caller to an operator option as a default. • Have a minimum of four access ports and forty hours of storage or equivalent based on data storage technique. • Guests must be able to access the system from off-property, without the use of access codes. • Hotel team members must be able to access the system for administrative phones from offproperty using the appropriate security/access codes. • The hotel is required to have voice mail on all administrative phones with a new message lamp notification. • Guest suite voice mail instructions are displayed on the faceplate.


300-15



305

305.06 Voice Mail Administration & Call Routing • Individual voice mail greetings for administrative phones must be recorded with the appropriate department manager’s name and title. The message must also indicate if they caller can press “0” to be returned to the hotel operator for more immediate assistance. • The phone system call routing display must indicate the call is coming from the particular extension from which the caller opted out by dialing “0”. • Voice mail is not permitted on any phones in public spaces. These phones must automatically return to the operator after 5 rings if there is no answer. • Voice mail is not permitted on the Reflect dining/bar phone or room service phone. Calls to these areas must automatically rollover to the reception desk after the third ring. The phone display at the reception desk must indicate that the call is being forwarded from the specific area and the reception desk agent should answer the call with the appropriate greeting for the area from which it came (e.g. the room service extension rings 3 times without an answer and it rolls over to the reception desk. The reception desk agent answers the phone “Good evening Mr. (insert guest name), this is (insert your name) with room service, how can I help you?”). The order should be taken and that reception desk team member is responsible to ensure it is placed in the POS and the Reflect service staff is alerted. 305.07 General Manager Hot Line The General Manager must have a phone number that can be direct dialed from outside the hotel. This number is to be published on the guest service material in the suite for the guest comment card as well as other guest service material. • This extension must have voice mail that has a personal greeting recorded by the General Manager. • The greeting must indicate the day and date or “week of” as well as a request for the caller to leave their name and number where they can be reached. • The greeting should also provide the caller with a realistic time frame of when to expect a return call. Under no circumstances should the time frame exceed the end of the next day. • The greeting should also remind the caller they may dial “0” to be returned to the hotel operator and request to speak to the manager on duty. • It is recommended that this be an extension separate from their other phone so that in the General Manager’s absence, the manager on duty can retrieve messages. 305.08 Paging and Public Address Systems Public address paging is used only in life safety situations.


300-16



305

305.09 Call Accounting and FCC Regulations • Telephone charges must be accurately reflected on guest suite accounts. • A call accounting system must be used to compute guest charges. • There is no charge for local calls, nor is there any daily access charge, per call charge or per time unit charge. • There are no access charges for toll free and credit card long distance calls. • The telephone service provider’s name and toll-free assistance number must be clearly identified in each guest suite. The service provider’s toll-free number for assistance must also be listed and the guest must be able to use another long distance carrier from the suite telephone. • Consumer comments should be addressed to: FCC Enforcement Division Wireline Competition Bureau 445 12th St., SW, Washington, D.C., 20554 • The property complies with FCC regulations and local and state laws concerning fees to be charged to the guest for telephone usage. • All telephone charges are posted on the telephone or next to it in the Guest Service Directory and are clearly visible to the guest. • Call Accounting System Requirements The call accounting system must provide the following features: - Interface with the brand specified property management system for quick and accurate posting of telephone revenue - Balance telephone system revenues with property management system audits - Have remote dial-up access for rate table and other software changes - Allow call posting from both lines if suite has two telephone lines - Partition between guests and administration to ensure that guests are accurately billed and that administrative use can be accurately reported - Dedicated telephone line for remote maintenance and diagnostics - Provide cross reference table function for two-line application 305.10 Network Access Requirements • Local Telephone Network Access

Local non-toll telephone calls must be provided at no charge to guests.

• Long Distance Network Access - Calling card/O+ telephone calls cannot be billed at a rate exceeding the current AT&T rate. - Credit card tariffs and surcharges cannot be applied. - Deposits for telephone usage are prohibited. - The long distance carrier’s name and rates must be provided in each guest room in the guest directory.


300-17

400 ARCHITECTURE & ENGINEERING S TA N DA R D S


050409


Architecture and Engineering Architecture & Engineering Abbreviations . . . . . . . . . . . . . . . . . . . . . . . . . . v 401.00

General Site . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 400-1 401.01 401.02 401.03 401.04 401.05 401.06 401.07 401.08

402.00

Welcome Areas . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 400-11 402.01 402.02 402.03 402.04 402.05 402.06 402.07 402.08

403.00

Vestibule . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Lobby/Media Wall . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Reception Lobby . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Reception Desk . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Elevator Lobby(ies) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Public Restrooms . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . “Refill” Sundry . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Cart Storage/Luggage Storage . . . . . . . . . . . . . . . . . . . . . .

400-11 400-11 400-13 400-14 400-15 400-16 400-17 400-18

“Reflect” Public Food Service . . . . . . . . . . . . . . . . . . . . . . . 400-19 403.01 403.02 403.03 403.04

404.00

Building Orientation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 400-1 Site Requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 400-1 Future Expansion . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 400-1 Hardscape Requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . 400-2 Landscape Requirements . . . . . . . . . . . . . . . . . . . . . . . . . . 400-5 Lighting Requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . 400-8 Building Characteristics . . . . . . . . . . . . . . . . . . . . . . . . . . . 400-9 Signage . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 400-10

“Reflect” Breakfast Bar . . . . . . . . . . . . . . . . . . . . . . . . . . . “Reflect” Dining . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . “Reflect” Outdoor Dining . . . . . . . . . . . . . . . . . . . . . . . . . “Reflect” Barista Bar/Bar . . . . . . . . . . . . . . . . . . . . . . . . .

400-19 400-20 400-21 400-22

Meeting Spaces . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 400-24 404.01 Board Room . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 400-24 404.02 Meeting/Conference Room . . . . . . . . . . . . . . . . . . . . . . . . 400-25

405.00

Public Circulation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 400-27 405.01 Passenger Elevator . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 400-27 405.02 Guest Suite Corridor . . . . . . . . . . . . . . . . . . . . . . . . . . . . 400-28 405.03 Stairs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 400-29


400-ii


406.00

Guest Services Areas . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 400-30 406.01 Guest Laundry . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 400-30 406.02 Vending Areas . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 400-31

407.00

“Refresh” Recreation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 400-33 407.01 407.02 407.03 407.04

408.00

“Refresh” Spa Vestibule . . . . . . . . . . . . . . . . . . . . . . . . . . “Refresh” Fitness Center . . . . . . . . . . . . . . . . . . . . . . . . . . “Refresh” Swimming Pool/Room . . . . . . . . . . . . . . . . . . . . “Refresh” Spa . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

400-33 400-34 400-35 400-37

Guest Suite . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 400-39 408.01 Suite Mix/Types . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 400-39 408.02 Guest Suites and Tower Suites . . . . . . . . . . . . . . . . . . . . . . 400-40

409.00

Guest Bath . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 400-43 409.01 Design . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 400-43

410.00

Administration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 400-46 410.01 410.02 410.03 410.04 410.05 410.06

411.00

Employee Break Room . . . . . . . . . . . . . . . . . . . . . . . . . . . Employee Restroom . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Work Room . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Manager’s Office . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Administrative Staff Office . . . . . . . . . . . . . . . . . . . . . . . . Sales Office . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

400-46 400-47 400-48 400-49 400-49 400-50

Back of House Food Service . . . . . . . . . . . . . . . . . . . . . . . . 400-51 411.01 Kitchen - Food Preparation . . . . . . . . . . . . . . . . . . . . . . . . 400-51

412.00

Housekeeping . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 400-52 412.01 Laundry/Linen Storage . . . . . . . . . . . . . . . . . . . . . . . . . . . 400-52 412.02 Auxiliary Linen Storage (Upper Floors) . . . . . . . . . . . . . . . . 400-54

413.00

Back of House Circulation . . . . . . . . . . . . . . . . . . . . . . . . . 400-55 413.01 Service Elevator - Optional . . . . . . . . . . . . . . . . . . . . . . . . 400-55

414.00

Engineering . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 400-56 414.01 414.02 414.03 414.04 414.05 414.06

Pool Equipment . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Pool Storage Room . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Engineer/Maintenance Office . . . . . . . . . . . . . . . . . . . . . . . Electrical Room/Telephone Room . . . . . . . . . . . . . . . . . . . Mechanical Room . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Elevator Equipment Room . . . . . . . . . . . . . . . . . . . . . . . . .


400-56 400-56 400-57 400-57 400-58 400-59

400-iii


415.00

System Information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 400-60 415.01 415.02 415.03 415.04 415.05

416.00

Sound Transmission Coefficient (STC) . . . . . . . . . . . . . . . . . Heating, Ventilation and Air Conditioning (HVAC) . . . . . . . . . Plumbing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Electrical, Telecommunications, Data and Media Connections . Life Safety . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

400-60 400-60 400-61 400-61 400-63

Project and Construction Management . . . . . . . . . . . . . . . . 400-65 416.01 416.02 416.03 416.04 416.05 416.06 416.07 416.08 416.09 416.10 416.11

Licenses Responsibilities . . . . . . . . . . . . . . . . . . . . . . . . . Project Schedule and Assessment . . . . . . . . . . . . . . . . . . . . Cambria Document Center . . . . . . . . . . . . . . . . . . . . . . . . . The Teams . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Architectural/Owner Orientation . . . . . . . . . . . . . . . . . . . . Document Submissions . . . . . . . . . . . . . . . . . . . . . . . . . . . Pre-Construction Requirements . . . . . . . . . . . . . . . . . . . . . Construction Starts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Defaults . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Pre-Opening Requirements . . . . . . . . . . . . . . . . . . . . . . . . Custom Urban Projects . . . . . . . . . . . . . . . . . . . . . . . . . . .


400-65 400-65 400-67 400-67 400-68 400-69 400-72 400-73 400-75 400-76 400-76

400-iv


Architecture & Engineering Abbreviations AFF. . . . . . . . . . . . Above Finished Floor BTUH. . . . . . . . . . British Thermal Units Per Hour CFM. . . . . . . . . . . Cubic Feet/Minute DLP . . . . . . . . . . . Digital Light Processing EIFS. . . . . . . . . . . Exterior Insulation Finishing System FC. . . . . . . . . . . . . Foot-candle FF&E . . . . . . . . . . Fixtures, Furnishings and Equipment HSIA. . . . . . . . . . . High-Speed Internet Access HVAC. . . . . . . . . . Heating, Ventilation and Air Conditioning KW. . . . . . . . . . . . Kilowatt PMS . . . . . . . . . . . Property Management System PTAC . . . . . . . . . . Packaged Thermal Air Conditioner SF. . . . . . . . . . . . . Square Feet STC. . . . . . . . . . . . Sound Transmission Coefficient


400-v

architecture & E ngineering

general S ite

401

401.00 General Site The site of every Cambria Suites hotel should reflect the brand identity as an upscale facility offering superior service. The site should be aesthetically pleasing and welcoming. It must be professionally landscaped and offer safe surroundings with attractive, natural features. Each Cambria Suites site should set the tone for the high quality hospitality and amenities to be found inside. All properties are required to strictly adhere to all guidelines set forth by the Americans with Disabilities Act (ADA) in the programmed areas described herein.

401.01 Building Orientation • The building orientation must provide clear visibility of the entry tower and entry canopy from vehicular entry onto the site. • The building must be positioned to maximize optimum views of adjacent sites and to minimize undesirable views. • The building is required to be oriented so that the guest suites, lobby, entry tower reception areas and meeting rooms have the best views. • The building is required to be positioned so that service and trash areas are located out of view from the entrance to the site, entry canopy and guest suites. Access should not conflict with guest traffic. • Properties affected by external sound sources (highway, airport, railroad, etc.) must provide a sound study which recommends STC mitigation. 401.02 Site Requirements • The typical site requirement is 2.5 acres. • It is essential to have clear and direct access to the property. Avoid sites without direct vehicular access or shared access. • A minimum of 15'-0" must be provided between the front property line and the parking and/or the drive aisle. • A minimum of 10'-0" must be provided between the side and rear of the property line and the parking and/or drive aisle. 401.03 Future Expansion • When economically feasible, future expansion of the primary revenue-generating functions, such as guest rooms and meeting rooms, should be planned so that the expansion process does not interfere with hotel operations. • When feasible, size utility lines for possible future expansion.


400-1


general S ite

401

401.04 Hardscape Requirements Each Cambria Suites hotel site must meet brand requirements for curb cuts, sidewalks and other paved areas. Any variances from these standards must be submitted in writing and addressed at the time of the preliminary site plan review. • Curb Cuts - Minimum of one (1) curb cut from the primary access road. - Minimum of 24'-0" clear width at drive aisle and entrance drives. Prefer a secondary curb cut to access main road or alternate road. • Drive Aisles - Double loaded drive aisles are required. Dead end aisles must be avoided. - Minimum of 24'-0" clear width at parking and approach to trash enclosure is required. - Aisles must be paved in concrete or asphalt with perimeter curb and gutter. • Trash Enclosure - Locate the trash enclosure with direct truck access and out of view of the entry tower. - Allow an area for landscaping to disguise views. - A heavy-duty concrete pad must be provided at the dumpster pad and apron in front of the enclosure. - Slope concrete 1/4" per foot to drive aisle. - Locate concrete-filled steel bollards on each side of trash enclosure gate and within the enclosure. - The enclosure must be a minimum of 8'-0" high. - The gate should have a metal frame with solid material. - The enclosure should be of a material and finish consistent with the building. • Parking - Parking is to be convenient to guest suites and public areas, and must be linked to building entrances with a sidewalk system. - Perpendicular parking only is allowed; angled parking is prohibited. - The required number of stalls is based on a ratio of one (1) stall per one (1) suite. - The minimum required parking stall size is 9'x18' with an allowance for overhang. - Compact parking stalls are permitted only when mandated by local jurisdiction requirements. - Concrete wheel stops are not permitted. - Curb and gutter must be provided. - The area must be paved in concrete or asphalt. - Paint demarcations of parking stalls and pedestrian crossings are required.


400-2


general S ite

401

• Accessible Parking - The required provision of accessible stalls must be distributed among the main entry and auxiliary entrances to the building. - The number of accessible stalls per local or national requirements must be provided. - An ADA compliant, slip-resistant accessible ramp must be provided between accessible stalls. - Accessible parking signage must be located in the landscaped area at the back of the sidewalk. • Curb and Gutter - A 6" concrete curb and 12" concrete gutter must be provided at the perimeter and throughout the parking area. - Depressed areas must be provided at required accessible locations to allow pedestrians access to and from parking/building. - Depressed curb required at main walkway under entry canopy. • Sidewalks - A minimum of 5' clear width, without encroachment from landscape material, railings and automobile bumpers, is required. - Broom or textured finish concrete with troweled edges and joints is required. - A sidewalk system which allows guests to reach all building entrances from parking areas must be provided. • Stamped Concrete/Decorative Pavers The drive aisle under the entry canopy patio at outdoor dining area and the courtyard at pool must feature specialty paving. • Flag Poles - All properties must provide a minimum of two (2) flag poles. - The flag poles must be in a visually prominent area in close proximity to the main entrance. The poles must be positioned so that the flags cannot touch or wrap around an adjacent pole. The location and height of the flag poles are site specific and must be submitted in advance for review and approval. - State and brand flags at 25'; national flag pole at 25' - Flag poles must be illuminated at night and during inclement weather/overcast skies. It is recommended that the lights be on a photocell sensor to ensure proper illumination. See Rules of Operation, Flags, Section 105.04 for additional information.


400-3


general S ite

401

• Trash Receptacles - Trash receptacles must be provided in specified locations per the Product Design drawings. - Refer to Rules of Operation, Exterior Environment, Section 105.02 for further details. See also Operating Supplies & Equipment Manual. • Ramps - An ADA compliant ramp must be provided at the sidewalk between accessible parking stalls. - A depressed access is required at the building entry sidewalk under entry canopy. - Ramps must have a maximum 1:12 slope from sidewalk to pavement and a maximum 1:10 slope of sidewalk to depressed ramp. - Ramps must be provided instead of stairs at areas of grade change throughout the site for accessible patrons. - Broom or textured finish concrete with troweled edges and joints is required. - Railings must be provided as required. • Steps - Broom or textured finish concrete with troweled edges and joints is required. - Railings must be provided as required. • Handrails - Space between vertical pickets must not exceed 4" on centers. - The distance from the finished floor to the underside of the bottom rail must not exceed 3". - The top rail must maintain 42" from the finished floor. - Railing must match the architectural metal, aluminum in color. • Fencing - Solid material fencing, in keeping with Cambria level of finishes, must be used to screen unsightly views. - Fencing may be provided to screen HVAC equipment in conjunction with landscaping. - A 6' decorative metal fence with gate is required at the courtyard area; aluminum color is required. - Chain link fencing is prohibited.


400-4


general S ite

401

• Retaining Walls - Per project specific conditions, if a retaining wall is required, material and design must be submitted for approval. - Selected material must be compatible in color, texture and scale with the Cambria Suites exterior finishes. 401.05 Landscape Requirements Landscape services must be provided by a licensed professional to ensure consistent quality and optimum performance of the selected items. • Project Landscape Criteria (General Requirements) - Maintain existing local trees as possible to retain regional quality. - Do not pave within, grade the topography around or damage the ground within the drip line of any remaining vegetation. - Landscape guidelines must be strictly adhered to, and deviations must be submitted for prior written approval. - Mulch must be provided around tree beds to minimize mowing and to retain moisture. - The scheme should include seasonal color, local plant varieties and evergreen varieties. - Use trees along street frontage to enhance curb appeal while mitigating the view of large expanses of parking. - Fully landscape all perimeter areas. - Use local varieties and evergreen groupings to screen mechanical, electrical, dumpster and any other undesirable views. - Limit the use of deciduous plantings to prevent a loss of color and content in winter months. - Center tree trunk with stall striping. • Entrance Plaza at Entry Tower - Feature landscaping is required at the main building entry tower. Minimum of 15' is required between face of tower and back of curb. - A 2' wide decorative stone or river gravel must be used at the building base. - Evergreen shrubs, 36" height or spread (7 gallon minimum) is required. - Layer deciduous shrubs with 24" height (minimum 3 gallon/5 gallon in Midwest and West). - Multiple perennial beds of 18" height are required. - An evergreen ground cover must be used to line walkways and decorative pavings at the Entrance Plaza. - Sod is not permitted in this area. - Ornamental lighted bollards must be installed in the ground cover at sidewalks.


400-5


general S ite

401

- Landscape speakers are required for DMX music featuring custom Cambria sound. - An irrigation system must be provided. • Building Pad Landscape Requirements - A 2' wide decorative stone or river gravel must be used at the building base. - A minimum of 10' landscape buffer is required between the building and back of sidewalk at sides and rear, particularly adjacent to guest suite windows. - A minimum 15' landscape buffer is required between front of building and back of sidewalk. Buffer to include layered evergreen shrubs with ground cover infill. Sod is not permitted. - Ornamental trees, min. 2" caliper and 8-10' tall, must be provided in rhythm across the front elevation at the brick pilasters. - Mechanical and/or electrical equipment must be screened from guests’ view, based on local utility standards. - An irrigation system must be provided. • Courtyard Landscaping - Feature landscaping is required at the courtyard. - A decorative aluminum color, 6' high metal fence with gate must be provided. - 2" to 21⁄2" caliper flowering trees must be provided against the metal fence. - Layer deciduous shrubs with 24" height (minimum 3 gallon; 5 gallon in Midwest and West). - An evergreen ground cover of 12" maximum height is required. - Ornamental lighted bollards must be installed at the perimeter of decorative paving. - A communal fire pit will be required in 2009. For all new construction consult the Cambria Document Center for details. - An irrigation system must be provided. • Landscaping at Signage - Feature landscaping is required at every monument entry sign on the property. - Perennial planting must be used at the sign base, not to exceed 18" mature height to allow visual of signage. - Groundcover must be used surrounding base planting to back of curb. - An ornamental flowering tree, 2" caliper, with deciduous shrub planting beneath is required. - An irrigation system must be provided.


400-6


general S ite

401

• Slope - Sodded slope is not to exceed 4:1. - Filled slopes must be compacted and be no greater than 3:1. - Plantings must be provided to combat erosion in slopes greater than 3:1. • Material Selection - Do not use conifer varieties at parking islands or in locations which overhang parking. - Provide materials that require minimum maintenance and pruning. - Verify that plant varieties selected are not prone to disease and pest infestation. - Avoid plants with unpleasant odors or those that grow thorns. - Select varieties that will mature and fulfill, without overgrowing, their appointed locations. • Site Drainage - Prevent water from ponding at any part of the site, especially the walkways. - Pre-finished aluminum gutters and downspouts, matching the adjacent surface, are to be located so that their termination is not near the building perimeter or on a walkway. - Drain away from building pad at a 3% grade. • Site Buffers - A minimum 15'-0" sodded/landscaped perimeter buffer between the edge of pavement and the property line is required at front property line. - A minimum 10'-0" sodded/landscaped buffer between the edge of pavement and the property line is required at side and rear property lines. - Screen mechanical, electrical, service or trash areas with landscaping from guest view. This includes guest views from guest rooms, automobile thoroughfares and pedestrian walkways. Provide adequate clearance to allow maintenance and required airflow at any equipment location. • Parking Islands

Provide curbed landscaped islands at minimum intervals of one per 15 stalls.

• Irrigation - A professionally designed irrigation system is required to ensure maximum performance of landscape materials. - The use of “pop-up" heads with flexible connections is recommended to minimize damage. - A separate water meter is recommended.


400-7


general S ite

401

• Guest Parking “User Assumes All Risks” Sign - Size of sign should be approx 17¾" x 11¾" - The typeface of the “Guest Parking” should be 2.25 times larger than the “User Assumes All Risks” typeface. - The sign should contain the Cambria “palette” at the top of the sign. The sign should be constructed out of 1/8" aluminum with face applied vinyl. The logo and lettering can be one color on a white background using either black or the Cambria blue (PMS 647). The signs should be conspicuously posted approximately every 200 ft around the perimeter of the parking lot only. Signs must not be mounted to the building. Posts for the signs are to be constructed of 1½" x 1½" square tubing with rounded corners and include plastic end caps. Posts are generally 7 feet tall and should be set 18" into the ground. 401.06 Lighting Requirements Architectural feature lighting must be provided to indicate the entrance to a Cambria Suites hotel. The facade should be adequately illuminated so that guests can identify the building and navigate to it from a distance. Upon arrival to the site, the lighting should help guests feel a sense of comfort and arrival. • Feature Lighting - Clearly illuminate auxiliary building entrances to ensure safety and identification of access points. - Provide accent lighting from second floor metal fascia of entry tower upward to highlight tower. - Provide uplighting of the front facade locating fixtures at facade pilasters. - Provide decorative sconces at the entry canopy columns. - Ambient site lighting includes decorative bollards at walkways and courtyard. • Site Lighting - Metal halide fixtures must be used for uniform lighting; do not mix use of various bulb types. - Locate poles to align with stall striping. - Pole bases must protrude a maximum of 12" above ground. - Pole height must not exceed 20'. - All fixtures must be photoelectric cell controlled.

See Rules of Operation, Universal Facility Standards Lights, Light Fixtures and Lighting Levels, Section 105.10, for foot candle requirements.


400-8


general S ite

401

401.07 Building Characteristics Each Cambria Suites hotel provides a distinguished facade of varied elements, layers and colors. The exterior of each property must be consistent with, or better than, the style and sophistication of competing surrounding properties. • Prototype - Four (4) story “L” fashioned prototype with 136 suites with an indoor pool OR - Four (4) story “I” fashioned prototype with 133 suites with an indoor pool • Elevation The facade is highly articulated with a brick base, vertical brick pilasters and duo-tone EIFS skin, paired asymmetrical window mullions with integral PTAC grill, oversized architectural metal parapet and solid aluminum clad cantilevered entry canopy. Entry Tower is identified by architectural metal sun shield atop cube tower with curtain wall glazing of e-glass. • Materials - Acceptable construction materials include masonry, precast concrete, reinforced concrete, wood frame and light gauge steel framing. - Unacceptable construction materials include exposed concrete block, T-III plywood and vinyl siding. - Exterior finish materials include brick, EIFS and architectural metals. Regional materials must be submitted for review and approval. - Materials should be easily maintained and be accompanied by required manufacturer’s warranties. - Exterior colors are pre-selected to enhance the building’s architectural features and are not to be altered without the previous written approval of Cambria Suites Design and Construction. • Entry Canopy - A signature element of each Cambria Suites hotel is the entry canopy, which is cantilevered by structural cables from structural steel columns. - The canopy must be structurally designed to meet all local environmental conditions. - The canopy must be a thin metal, curved shell structure with solid metallic underside. - Columns are brick or aluminum clad. - A drive aisle must be provided beneath the entry canopy allowing a clear 22' drive aisle. - There is a minimum height of 12'-0" clearance, or as required by local code.


400-9


general S ite

401

401.08 Signage All signs must be in compliance with local codes and Cambria Suites requirements. It is important that necessary permits are obtained in a timely manner so that all signage can be installed prior to property opening. See Rules of Operation, Universal Facility Standards, Signage, Section 105.00 and Marketing and Brand Identity Standards, Section 203.00. Also see Section 205.00 for compliance. • Site Signage - Internally illuminated monument signage must be provided at each entry to the site. - Illuminated signage must be on a photocell sensor to ensure illumination from one hour prior to sunset until one hour after sunrise, and during overcast or inclement weather conditions. - Shared signage is not permitted. - Double face pylon signage, with an apron, permitted at a maximum height of 35'. - All exterior signage must be submitted for Cambria Suites brand approval. • Building Signage - Internally illuminated channel letters mounted at facade of entry tower. - Internally illuminated box sign is located at building face seen from approaching traffic. - Illuminated signage must be on a photocell sensor to ensure illumination from one hour prior to sunset until one hour after sunrise, and during overcast or inclement weather conditions. - Prohibited signage includes “No Vacancy” and “Rate Notification” signs. - All exterior signage must be submitted for Cambria Suites brand approval.


400-10


welcome A reas

402

402.00 Welcome Areas The Cambria Suites brand represents a luxury lifestyle product with the enhanced features and guest suite amenities desired by today’s business and leisure traveler. All elements have been carefully designed and selected to achieve our high brand standards and to meet the high expectations of our guests. All areas described here must receive High-Speed Internet Access (HSIA). All properties are required to strictly adhere to all guidelines set forth by the Americans with Disabilities Act (ADA) in the programmed areas described here.

402.01 Vestibule • Design Characteristics - The prototypical area is 100 SF; 12'-6" clear width. - An “air lock” entry must be provided with automatic doors or a revolving door with swing doors for egress. When revolving doors are used, they must be the three-leaf type. - A fully glazed entry/storefront is required. - Recessed ceiling speaker locations must be provided for DMX music featuring custom Cambria sound. - The ceiling height to be a minimum of 10'-0" AFF. • Lighting Recessed down light fixtures must be centered within the space. A minimum rating of 20 FC is required. 402.02 Lobby/Media Wall • Design Characteristics - The prototypical minimum area is 1,200 SF. - The lobby is required to have double volume space with views to the Barista Bar, Reception Desk and Dining areas. - Full height e-glass wall feature windows are included, with mullions to grid large expanses of glazing. - A Regional wall of natural stone is required to be double height and is the feature at the soft seating Lobby space. Uplighting from floor level is required.


400-11


welcome A reas

402

- A community business center table providing two owner-provided computer stations and space for two guest stations must be included. - Wall mounted speakers must be provided for DMX music featuring custom Cambria sound. - A Media Wall is required, featuring a 50" flat panel plasma television, which separates the Dining from the Lobby space. - Optional built-in fireplace may be incorporated into Lobby Media Wall. Brand design specifications for fireplace (available on Cambria Document Center Spring 2009) must be followed. - A soft seating area must be included at the Media Wall with wall sconces and in-slab electrical. - A suspended metal mesh circular ceiling at 8'-6" AFF is required at the Media Wall. - The ceiling height is to be a minimum of 20'-0" AFF at the lobby. - The ceiling height is to be a minimum of 10'-10" AFF at the Media Wall. • Lighting - Interior Design specified wall sconces installed at the Media Wall. - An Interior Design specified chandelier fixture is required over the soft seating area in the Lobby. - Interior Design specified table and floor lamps are required at the soft seating area. - Uplighting must be included at the Regional stone wall. - A minimum rating of 20 FC or better is required throughout. - A minimum rating of 30 FC or better is required at reading areas and the community Business Center table. • HVAC - Design as part of the central system. - In geographically approved locations, radiant and baseboard heating is permitted. Locate in slab only at window locations without interfering with window treatment and FF&E. • Electrical, Telecommunications, Data and Media Connections - Provide duplex outlet and TV outlet at the Media Wall for television. Locate junction boxes for wall sconces. - Floor outlets must be provided at Lobby soft seating areas and at Media Wall chairs. - Provide a floor telephone jack(s) and wall outlets as specified. - Coordinate four (4) Internet, data and electrical connections in the slab at Lobby community Business Center table. - Wired HSIA connections are required in the Lobby community Business Center table and at each guest workstation for a total of four (4).


400-12


welcome A reas

402

- Include a data port and a duplex outlet at credenza wall. Hardwire connections between equipment at credenza and Lobby Business Center table. - It is optional to coordinate the location of a closed circuit security camera and to supply the required power. • Life Safety - Compliance must be verified with all applicable governing codes including, but not limited to, the location of emergency pull stations, smoke detectors, fire extinguisher cabinets, emergency horn and strobe fixtures, and emergency exit signage. - Emergency exit signage must be supplied by battery back-up power. - A closed circuit security camera to monitor the main entry is optional. 402.03 Reception Lobby • Design Characteristics - Transition space between the Vestibule and Lobby. - The Reception Desk must be immediately identifiable. - A Feature Wall Alcove must be included and designed with three (3) lighted shadow boxes. - Recessed ceiling speaker locations must be provided for DMX music featuring custom Cambria sound. • Lighting - Recessed down light fixtures are required; provide dimmable capabilities. - Recessed wall washer fixtures highlighting the Feature Wall are required. - Recessed downlight at each shadow box. • HVAC HVAC for the Reception Lobby must be designed as part of the central system. • Electrical, Telecommunications, Data and Media Connections It is optional to coordinate the location of a closed circuit security camera and to supply the required power. Location is to be discreet and preapproved. • Life Safety - Verify compliance with all applicable governing codes including, but not limited to, the location of emergency pull stations, smoke detectors, fire extinguisher cabinets, emergency horn and strobe fixtures and emergency exit signage. - Emergency exit signage must be supplied by battery back-up power. - A closed circuit security camera to monitor the main entry is optional. Location is to be discreet and preapproved.


400-13


welcome A reas

402

402.04 Reception Desk • Design Characteristics - The Reception Desk must be located immediately upon entering, adjacent to the Lobby. - The minimum counter length is 15'-0"; add one (1) foot for each ten (10) suites over 129 suites. The maximum length is 20'-0." - Computer equipment must be concealed by varied counter heights. - A low work counter is provided at the service side and an upper transaction counter at the guest side of the Reception Desk. - Accessible counter height must be conveniently provided within the design of the Reception Desk nearest the main entry. - Provide 3'-0" clear opening in Reception Desk for staff to access and assist guests in other public areas. - The ceiling height must be a minimum of 10'-0" AFF with a dropped soffit at 9'-0" AFF over the transaction counter. - Millwork workstations must be coordinated with the overall design and computer specifications. - Verify that all casework and counters allow for hidden electrical and computer cords via properly placed grommets. - A door is required for employee access to the Work Area from the Reception Desk. Guests must not be able to view the work area. - Safe deposit boxes for guest use must be provided behind the Reception Desk and must be under staff supervision at all times. - One (1) safe deposit box must be provided for every fifteen (15) suites. If individual safes are provided within the guest suite closet, the number of safe deposit boxes required is one (1) for every twenty-five (25) guest suites. • Lighting - Recessed down light fixtures must be installed at the transaction counter. - Adjustable recessed down light fixtures are required at the rear of the Reception Desk. - A minimum rating of 40 FC is required at the transaction counter. • Graphics The licensee statement must be posted within guest view and must be visible from the Reception Desk. • HVAC Design as part of the central system. • Electrical, Telecommunication, Data and Media Connections - Two (2) dedicated outlets for Property Management System workstations are required. (This requirement may increase based on the number of suites.)


400-14


welcome A reas

402

- Provide data and telephone ports for each computer station, per the final computer equipment design. - Duplex outlets on dedicated circuits must be provided for computer equipment and for general use per the final computer equipment layout. - It is optional to coordinate the location of a closed circuit security camera and to supply the required power. • Life Safety - Verify compliance with all applicable governing codes including, but not limited to, the location of emergency pull stations, smoke detectors, fire extinguisher cabinets, emergency horn and strobe fixtures and emergency exit signage. - Emergency exit signage must be supplied by battery back-up power. 402.05 Elevator Lobby(ies) • Design Characteristics - Elevator lobbies must be located in close proximity to the Reception Desk off the main corridor. - The minimum clear corridor width is 7'-6" at the elevator. - The ceiling height must be a minimum of 10'-0" AFF at the main public space and 8'-0"at upper floors. - Recessed ceiling speaker locations must be provided for DMX music featuring custom Cambria sound at main public space lobby only; ceiling speaker locations are optional at upper floor lobbies. - Minimum STC rating of 56 dB. • Lighting - An Interior Design specified pendant fixture and recessed lighting must be included at the first floor. - Recessed down light fixtures and decorative wall sconces must be installed at the Elevator lobby corridor at upper floors. • HVAC Design as part of the central system. • Electrical, Telecommunications, Data and Media Connections A house telephone must be provided in all upper floor lobbies. • Life Safety - Verify compliance with all applicable governing codes including, but not limited to, the location of emergency pull stations, smoke detectors, fire extinguisher cabinets, emergency horn and strobe fixtures and emergency exit signage. - Emergency exit signage must be supplied with battery back-up power.


400-15


welcome A reas

402

402.06 Public Restrooms • Design Characteristics - Restrooms must be conveniently located to the Lobby, “Refresh” Recreation and “Reflect” Dining. - Entrances must be designed to prevent views from the corridor. - Separate facilities for men and women must be provided. - The women's room must be a double compartment featuring a full width vanity with two (2) sinks and three (3) toilet stalls. Properties with increased suite counts may necessitate additional facilities. - The men’s room must be a double compartment featuring a full width vanity with two (2) sinks and one (1) toilet stall and two (2) urinals. Properties with increased suite counts may necessitate additional facilities. - Restrooms must comply with all applicable accessibility standards and codes. - The minimum size is 130 SF each. - The ceiling height must be a minimum of 8'-0" AFF; Vanity soffit at 7'-0" AFF. - Recessed ceiling speaker locations must be provided for DMX music featuring custom Cambria sound. - Minimum STC rating of 56 dB. • Plumbing Fixtures must include: - Floor mounted toilet fixture(s) with elongated bowls and split seats - Under-mount vanity bowls - High quality faucets with color demarcations of red and blue to signify hot and cold water, respectively

Architectural accessories must include: - Decorative framed mirror wall mounted above vanity, artwork and full-length mirror - Wall mounted feminine products vending unit in women’s restroom. - Semi-recessed paper towel dispenser and disposal unit in stainless steel finish mounted in convenient location for use at the vanity. Electric hand dryers may be substituted with prior written approval. - Recessed toilet seat cover dispensers and feminine napkin disposal to be located in each stall at the Women’s Restroom - Wall mounted lotion soap dispenser - Baby changing, wall mounted station at ADA stall


400-16


welcome A reas

402

• Lighting - An Interior Design specified wall sconce is required to be placed between the mirrors. - Recessed down light fixtures are required throughout. - Fluorescent lighting must be recessed in the ceiling, at full length of wall above toilets. - Minimum rating of 30 FC at vanity. • HVAC - Continuous exhaust system with fan is required, meeting a minimum of 60 CFM. - The HVAC system for the restrooms must be designed as part of the central system. • Electrical, Telecommunications, Data and Media Connections - Duplex outlets must be provided, meeting applicable code standards. - The necessary power for life safety devices must be provided. • Life Safety - Verify compliance with all applicable governing codes including, but not limited to, the location of emergency pull stations, smoke detectors, fire extinguisher cabinets, emergency horn and strobe fixtures and emergency exit signage. - Emergency exit signage must be supplied with battery back-up power. See Rules of Operation, Section 105.07, Lobby Area and Interior, Section 105.07 for compliance. 402.07 “Refill” Sundry • Design Characteristics - The sundry must be located in close proximity to the Reception Desk and must operate 24 hours a day, 7 days a week. - A minimum of 85 SF is required. - Commercial grade refrigerator and freezer display coolers and (2) 3' vertical millwork display cases with storage below must be provided. - Provide a framed entry in lieu of a door, with a chime entry alert. - The typical ceiling height is 10'-0" AFF. • Lighting - Recessed down lights are required. - A minimum rating of 50 FC is required. • HVAC - Design as part of the central system. - Coordinate locations with final equipment layout.


400-17


welcome A reas

402

• Electrical, Telecommunications, Data and Media Connections Duplex outlets meeting applicable code requirements must be provided. • Life Safety - Verify compliance with all applicable governing codes including, but not limited to, the location of emergency pull stations, smoke detectors, fire extinguisher cabinets, emergency horn and strobe fixtures and emergency exit signage. - Emergency exit signage must be supplied with battery back up power. 402.08 Cart Storage/Luggage Storage • Design Characteristics - Locate cart storage directly off corridor. - Locate luggage storage accessible only to work area. - Allow space for a minimum of two (2) carts; minimum size of 80 SF for cart storage. Allow a minimum of 30 SF in an adjacent, but not accessible, area for luggage storage. - Provide a framed opening from work area into luggage storage. - Provide a framed opening from corridor into cart storage. • Lighting Recessed down lights with a minimum of 50 FC is required. • HVAC Design as part of the central system. • Electrical, Telecommunications, Data and Media Connections - Duplex outlets must be provided meeting applicable code standards. - Provide necessary power for life safety devices. • Life Safety - Verify compliance with all applicable governing codes including, but not limited to the location of emergency pull stations, smoke detectors, fire extinguisher cabinets, emergency horn and strobe fixtures and emergency exit signage. - Emergency exit signage must be supplied with battery back up power.


400-18


B ack O f H O U se F ood S ervice

403

403.00 “Reflect” Public Food Service Cambria Suites public food service areas encompass a lifestyle design that reflects our commitment to meeting the needs of each individual guest and must reflect our brand’s upscale ambiance. Food service areas must include ample spaces for serving a paid hot breakfast with espresso specialty drinks, soft seating for gathering and a grab and go lunch. The entire food service area must span approximately 1,135 SF and must receive wireless High-Speed Internet Access (HSIA).

403.01 “Reflect” Breakfast Bar • Design Characteristics - The breakfast bar must be located adjacent to the Barista Bar and Dining Area. - A cook-to-order breakfast must be provided daily. - A serving buffet counter, minimum 12'-0", with base cabinets is required. - Recessed ceiling speakers for DMX music featuring custom Cambria Sound. • Lighting - Incandescent recessed down light fixtures are required; must be dimmable. - Interior Design specified wall sconces are optional. - A minimum rating of 50 FC is required. - All fixtures must be lensed or have coated bulbs at food service areas. All fixtures at the Breakfast Buffet must be incandescent. • HVAC - Design as part of the central system. - Separate exhaust ducts must be maintained for odors from food service. A minimum ventilation of 10 cfm or the governing code is required—whichever is more stringent. - Positive pressure must be created at the Breakfast Bar to prevent transfer of kitchen odors. - All HVAC systems must be integrated within ceiling design and must not infringe on the minimum ceiling height. - Thermostats and HVAC devices and electrical control devices must have integral tamper proof covers.


400-19



403

• Electrical, Telecommunications, Data and Media Connections - Three (3) duplex outlets are required above the breakfast buffet meeting applicable code requirements. - Power must be provided as needed at serving equipment and counter top appliances and verified with the final design. - Thermostats, HVAC devices and electrical control devices must have integral tamper proof covers. 403.02 “Reflect” Dining • Design Characteristics - Compliance with all health and local liquor ordinances must be verified. - The Dining area must be located directly off of the Lobby and adjacent to the Barista Bar/Breakfast Buffet. - A minimum of 855 SF (Inclusive of Barista/Bar) is required. - Recessed ceiling speaker locations must be provided for DMX music featuring custom Cambria sound. - The design must include full height windows and single door access to the “Reflect” outdoor dining area. - Dining table seating must equal a minimum of 12% of the guest suite count and is achieved through the use of two-top tables. - Properties exceeding 150 suites must increase the dining area. - Seating must be relaxed and include a mixture of dining tables and chairs with soft seating arrangements. - Provide a built-in millwork condiment station with soffit, base cabinets and granite counter. - Provide kitchen access from Barista and Dining/Breakfast Buffet. The Kitchen and service areas must be visually screened from guest view. - A minimum ceiling height of 10'-0" AFF is required. • Lighting - Recessed down light fixtures are required. - Interior Design specified pendant fixtures must be installed at the dining counter. - There is a minimum rating of 30 FC at morning and 10 FC at evening, per dimmable capabilities. • HVAC - Design as part of the central system. - Separate exhaust ducts must be maintained for odors from food service with a minimum ventilation of 10 cfm or the governing code—whichever is more stringent.


400-20



403

- Positive pressure must be created at the Dining area to prevent the transfer of kitchen odors. - All HVAC systems must be integrated within the ceiling design and must not infringe on the minimum ceiling height. - Thermostats, HVAC devices and electrical control devices must have integral tamper proof covers. • Electrical, Telecommunication, Data and Media Connections - Duplex outlets meeting applicable code requirements must be provided. - Dedicated circuits at the dining counter, computer stations and point of sale stations are required. - Data, telecommunications ports, and power must be provided at computer station counters in the kitchen and at point-of-sale stations. Verify with final design. - Thermostats, HVAC devices and electrical control devices must be concealed from guest view. Devices must have integral tamper proof covers included. • Life Safety - Verify compliance with all applicable governing codes including, but not limited to, the location of emergency pull stations, smoke detectors, fire extinguisher cabinets, emergency horn and strobe fixtures and emergency exit signage. - Emergency exit signage must be supplied with battery back up power. 403.03 “Reflect” Outdoor Dining • Design Characteristics - Compliance with all health ordinances must be verified. - The Outdoor Dining area must be located directly off the main Dining area with a storefront window system and single door access. - A minimum of 350 SF is required. - The design must included the signature cantilevered, thin metal, curved shell patio cover with decorative stamped concrete (or pavers) floor. - Wall-mounted speaker locations must be provided for DMX music featuring custom Cambria sound. • Lighting Recessed down light fixtures must be installed.


400-21



403

403.04 “Reflect” Barista Bar/Bar Alcoholic beverages are required to be sold at the bar. Local or State laws dictate the guidelines for serving alcoholic beverages. This requirement may be waived with prior written consent of the Cambria Suites Operations team. • Design Characteristics - A minimum area of 100 SF is required (included in Dining area). - The bar design is radial and connects the Breakfast Bar to the Dining area. Provide a 3'-0" opening for access to dining area from back of bar. - The area is distinguished by a floor material change and by radial double soffits. - The food service equipment is disguised by the upper bar counter. - A commercial grade reach in display case integral with the counter design must be provided. - Bar stool seating for a minimum of eight must be provided at the bar counter. - An 8'x8' suspended metal mesh ceiling similar to that of the Media Wall is required at the bar. Locate four (4) Interior Design specified pendant fixtures through mesh ceiling. - The wall at rear of bar features a 32" flat panel, LCD television flanked by decorative wall sconces at side columns and lockable sliding glass door over glass storage/display shelves. - Wall mounted and framed menu boards are required. See OS&E Manual for further details. - Recessed ceiling mounted speakers for DMX music featuring custom Cambria Sound. - Under counter locked liquor storage is required. • Lighting - Recessed down light fixtures are required. - Interior Design specified wall sconces are required. - Interior Design specified pendant fixtures must be installed directly over the bar counter through the suspended metal mesh ceiling. - A minimum range of 5 – 15 FC rating is required. • HVAC - Design as part of the central system. - A continuous exhaust system with a fan meeting a minimum of 60 CFM is required.


400-22



403

• Electrical, Telecommunications, Data and Media Connections - Duplex outlets meeting applicable code standards must be provided. - Duplex outlet locations must be coordinated with the final layout of food service equipment, appliances and point of sale stations. - Necessary power for the life safety devices must be provided. • Life Safety - Verify compliance with all applicable governing codes including, but not limited to, the location of emergency pull stations, smoke detectors, fire extinguisher cabinets, emergency horn and strobe fixtures and emergency exit signage. - Emergency exit signage must be supplied with battery back-up power. • Plumbing Floor drains must be located at the bar service area.


400-23


M E E T I N G S PAC E S

404

404.00 Meeting Spaces All meeting spaces must be conducive to professional, top-level gatherings and must project the upscale business image of the Cambria Suites brand.

404.01 Board Room • Design Characteristics - The Board Room must be located directly from the Lobby corridor. - A minimum of 180 SF is required. - A single door with key card access must be provided. Provide a door viewer with view into the Board Room from corridor. - The design must include an 7'-0" pre-function corridor at the Board/Conference area. - Recessed ceiling speaker locations must be provided for DMX music featuring a fourgenre channel selection of music. - Include 42" LCD TV monitor with media hub. See Rules of Operation, Board Room Audio/Visual Equipment, Section 112.07 for more information. Note: Size of LCD TV must increase proportionately if size of the room increases. Note: If the Board Room exceeds prototypical size, the size of the TV must increase with the proportions of the room - The ceiling height must be 9'-0" AFF at gypsum board perimeter with raised acoustical tile center at 10'-0" AFF. - A minimum STC rating of 56 dB is required. • Lighting - Recessed down light fixtures are required at the perimeter of the room. The fixtures must be switched independently. - Recessed, halogen down light fixtures are required in the raised ceiling at the conference table and must be switched independently and dimmable. - An Interior Design specified pendant fixture must be centered over the conference table. - A minimum rating of 30 FC is required. - A minimum rating of 60 FC is required at the table surface. • HVAC Design as part of the central system. • Electrical, Telecommunications, Data and Media Connections - Locate data, telecommunications and power outlets in floor at the center of table. (Include AV jacks for LCD TV if this option is used. See also Rules of Operation, Board Room Audio/Visual Equipment, Section 112.07)


400-24



404

- Duplex outlets meeting applicable code standards must be provided. - Dedicated circuits at telecom ports are required. - Data and telecommunication lines must be provided as required per individual project. - High-Speed Internet Access (HSIA) is required. Service must be wired (must also provide wireless access) and must meet the standards set forth in Information Technology and Telecommunications Standards, High-Speed Internet Access (HSIA), Section 302.00. - Thermostats, HVAC devices and electrical control devices must have integral tamper proof covers. - Locate data, electrical and audio/video jacks on wall by LCD TV or on the side of the credenza by LCD TV. See also Rules of Operation, Board Room Audio/Visual Equipment, Section 112.07. • Life Safety - Verify compliance with all applicable governing codes including, but not limited to, the location of emergency pull stations, smoke detectors, fire extinguisher cabinets, emergency horn and strobe fixtures and emergency exit signage. - Emergency exit signage must be supplied with battery back-up power. 404.02 Meeting/Conference Room • Design Characteristics - The Meeting Room must be located directly from the Lobby corridor. - A minimum of 800 SF plus 70 SF of storage is required. (Highly recommend increasing meeting space based on specific market needs.) - Provide a wall mounted counter and base cabinets - minimum 4' - long if meeting space is expanded by 10% or more over prototypical size. - The minimum pre-funtion corridor width at the Meeting area must be 7'-0". - One enclosed coat closet with coat rack and shelf must be provided per Meeting Room. - A ceiling mounted movable partition wall must be provided to divide area. See Interior Design Finishes for specifications. - Movable partitions must be stacked in alcoves which are finished to match existing décor. - Perimeter acoustical tile ceiling at 9'-0" AFF, with a dropped gypsum board sofit at 8'10"AFF and a center gypsum board ceiling at 10'-0" AFF. - A storage room large enough to accommodate furnishings must be provided adjacent to the Meeting Room. - Recessed ceiling speaker locations must be provided by DMX for custom music featuring a four-channel selection of genre specific music. - Provide a door viewer for view into meeting rooms from corridor.


400-25



404

- Audio/ Visual requirements include two recessed ceiling mounted AV screens. For details regarding ceiling mounted LCD projector and DVD/CD player, see Rules of Operation, Meeting Room Audio Visual Equipment, Section 112.08. - Folding partitions must maintain a minimum rating of 56 dB. - A minimum STC rating of 56 dB is required. • Lighting - Recessed down light fixtures are required at the perimeter. Fixtures must be switched independently and be dimmable. - Interior Design specified pendant fixtures must be centered in gypsum board ceiling. - Interior Design specified sconces at sidewalls are required. • HVAC - All HVAC systems must be integrated within the ceiling design and must not infringe on the minimum ceiling height. - Thermostats, HVAC devices and electrical control devices must have integral tamper proof covers. - Each divided meeting space must be individually controlled by an independent HVAC providing a minimum of 30 CFM per occupant. The design must be verified that it is adequate to accommodate needs of undivided meeting space. - Sound transmission into meeting space must be minimized by utilizing ductwork bends, baffles, isolation devices, etc. • Electrical, Telecommunication, Data and Media Connections - Locate power above finished ceiling for automatic projection screen (one at each space when divided). Locate wall switch at existing bank of switches. - Provide data and telecommunication lines as required per individual project. - HSIA is required. Service must be wired (must also provide wireless) and must meet the standards set forth in the Information Technology and Telecommunications Standards, High-Speed Internet Standards (HSIA), Section 302.00. • Life Safety - Verify compliance with all applicable governing codes including, but not limited to, the location of emergency pull stations, smoke detectors, fire extinguisher cabinets, emergency horn and strobe fixtures and emergency exit signage. - Emergency exit signage must be supplied with battery back up power.


400-26


P U B L I C C I R C U L AT I O N A R E A S

405

405.00 Public Circulation Public circulation areas must be designed for convenience, safety and maximum ease of movement by our guests.

405.01 Passenger Elevator • Design Characteristics - Two (2) elevators are required for the prototypical four (4) story property. - Elevator design must conform to all current industry standards, including the American Standard Safety Code (ASSC) for elevators. - Elevator design must also be in compliance with all applicable governing codes including, but not limited to, the Americans with Disabilities Act (ADA). - Center opening doors are preferred. Verify the local code for stretcher requirements, which may require side-opening doors. - Lighted floor indicators and control buttons are required. - Finishes include custom plastic laminate accent panels on stainless steel wall panel system, stainless steel handrails and accessories. See Interior Design schedules for specifications. - Door and frames to be stainless steel at all floors. - A framed inspection certificate must be provided per local jurisdiction requirements. - Hydraulic elevator service is required for properties up to four (4) stories. Traction elevators are required for properties five (5) stories and greater. - The speed required of hydraulic elevator for floors 2–4 is 150 fpm (feet per minute). - The speed required of geared elevator for floors 4–7 is a minimum of 350 fpm. - A minimum load capacity of 3,500 lbs is required. - A minimum cab size of 6'-0" x 7'-0" is required. - A minimum ceiling height of 8'–0" AFF is required. • Lighting - Recessed fixtures [stainless steel panel ceiling] are required. - A minimum rating of 15 FC is required. • Electrical, Telecommunication, Data and Media Connections A house telephone must be provided.


400-27



405

405.02 Guest Suite Corridor • Design Characteristics - The corridor design must be recessed a minimum of 8" at guest suite entries to create entry alcoves. - The minimum corridor width is 5'-0". - Corridors must have an offset transition with a change in ceiling height. - Height alternates between minimum 8'-6" gypsum wall board ceiling and 8'-0" accoustical ceiling tile. - Recessed ceiling speaker locations are required for DMX music featuring custom Cambria sound at corridors leading to Meeting/Conference and Board Rooms as well as each elevator landing. - A minimum STC Rating of 56 dB is required. - Full height corner guards per the FF&E specifications are required. • Lighting - Recessed down light fixtures must be centered in corridors, in ACT ceiling. - Interior Design specified wall sconces must be spaced evenly throughout corridors mounted at 6'-0" to centerline AFF. - An Interior Design specified pendant fixture is required at the corridor offset. - A minimum rating of 20 FC is required. • Graphics - Properly sized placards must be placed to direct guests to, or to identify: Guest suites, Vending areas, Elevators, Lobby, Meeting Room and Recreational amenities. See Interior Design specifications. - Back of house areas restricted to employees must be clearly identified. - The graphics should be professionally prepared per the Interior Design Specifications. • HVAC - Design as part of the central system. - Ventilation and air supply/return must be provided without encumbering the minimum ceiling height requirements. - Duplex outlets must be provided per governing code or the Product Design Drawings, whichever is more stringent. - 100% make up air is required at every corridor at each level.


400-28



405

• Life Safety - Verify compliance with all applicable governing codes including, but not limited to, the location of emergency pull stations, smoke detectors, fire extinguisher cabinets, emergency horn and strobe fixtures and emergency exit signage. - Emergency exit signage must be supplied with battery back-up power. 405.03 Stairs • Design Characteristics - Compliance with all governing codes is mandatory. - Stairs must be located directly off of the Guest Suite Corridors with exits on grade. - A minimum of two (2) sets of stairs is required for a prototypical project. Nonprototypical projects will be evaluated on an individual basis. - Building stairs may not be to be tied into parking garage or multi-use stairs. - Metal handrails must be continuous and must comply with all accessibility and safety codes. - If a stair is accessed by a door opening directly to the exterior, entry must be card reader controlled. - A minimum STC rating of 51 dB is required. • Lighting - Decorative surface mounted fixtures must be installed at landing ceilings. - A minimum rating of 20 FC is required. • HVAC - Adequate ventilation must be provided. - The design must be verified to be compliant with all governing fire and life safety codes. • Life Safety - Verify compliance with all applicable governing codes including, but not limited to, the location of emergency pull stations, smoke detectors, fire extinguisher cabinets, emergency horn and strobe fixtures and emergency exit signage. - Emergency exit signage must be supplied with battery back-up power.


400-29


G U E S T S E R V I C E S A reas

405

406.00 Guest Services Areas Guest Services areas should be designed for convenience and ease of use by Cambria Suites guests.

406.01 Guest Laundry • Design Characteristics - The Guest Laundry should be located centrally, adjacent to or very near the “Refresh” Fitness Center. - The size is prototypically 100 SF. Consult specifications of equipment to ensure that proper sizing and ventilation needs are met. - Allow space for one (1) washer and one (1) dryer up to 129 suites. Stackable units are permitted. - Provide additional equipment for increased room counts or in resort environments. - Equipment must be commercial grade and coin operated. - A wall mounted counter must be provided. - A solid core wood door with a partial glass viewing panel and key card access is required. - A 2' x 2' acoustical tile ceiling height to be a minimum of 9'–0" AFF. • Lighting - A 2' x 4' fluorescent light fixture must be centered in the Guest Laundry space. - A minimum rating of 30 FC is required. • HVAC - Design as part of the central system. - Adequate and separate ventilation and exhaust must be provided for laundry facilities, as prescribed by all applicable codes. • Electrical, Telecommunications, Data and Media Connections - GFI outlets must be located as required per the final guest laundry equipment design. - Power must be provided for the electronic key card at entry door. - A house telephone must be provided. • Plumbing A floor drain must be centered in the Guest Laundry space.


400-30



405

• Life Safety - Verify compliance with all applicable governing codes including, but not limited to, the location of emergency pull stations, smoke detectors, fire extinguisher cabinets, emergency horn and strobe fixtures and emergency exit signage. - Emergency exit signage must be supplied with battery back-up power. 406.02 Vending Areas • Design Characteristics - Each vending area must be a minimum area of 65 SF. It must be verified that the layout of equipment is compatible with governing accessibility and local codes. - An ice machine must be provided on the first floor located near the Guest Laundry. - An ice machine and a soft drink machine must be provided at each floor above the first. - The ice machine must have a closed bin and a dispenser chute. Minimum daily capacity is 3 lbs. of ice per guest room, or 175 lbs. total, whichever is greater. - The space may be accessed through a framed opening; a door is not required. - Equipment must be positioned or screened so that it is not visible from the corridor. - A minimum rating of 34 dB at adjacent interior spaces is required. - A minimum rating of 56 dB at the corridor is required. - Minimum ceiling height is 8'-0". • Lighting - 2' x 4' fluorescent fixtures are required or recessed down lights, depending on ceiling condition. - A minimum rating of 25 FC is required. • HVAC - Design as part of the central system. - An exhaust fan is required • Electrical, Telecommunications, Data and Media Connections - Electrical current and service per the equipment manufacturer’s requirements is required. - Outlet locations must be coordinated with the equipment layout. • Plumbing A floor drain must be centered in the space.


400-31



405

• Life Safety - Verify compliance with all applicable governing codes including, but not limited to, the location of emergency pull stations, smoke detectors, fire extinguisher cabinets, emergency horn and strobe fixtures and emergency exit signage. - Emergency exit signage must be supplied with battery back-up power.


400-32


“ R efresh ” recreation

405

407.00 “Refresh” Recreation The “Refresh” Recreation aspect of Cambria Suites is an important facet of our comprehensive guest services and hospitality. The design of “Refresh” Recreation areas should continue the brand’s theme of providing luxurious surroundings in a relaxed atmosphere.

407.01 “Refresh” Spa Vestibule • Design Characteristics - The Spa Vestibule should be centrally located to serve as access to the Pool and Fitness Center. - A solid core wood door with window panel must be provided from the elevator corridor. - Separate doors, card reader controlled lead to the Pool and the Fitness Center. - A radial desk with a counter and base cabinets is required. - Recessed speaker locations must be provided for DMX music featuring custom Cambria Sound. - A storage room, adjacent to the desk, is required. - The minimum height for the gypsum board ceiling must be 10'-0" AFF with soffit at 8'-10" AFF. - DMX scent program is located in storage area of vestibuule with grilles into Pool and Fitness areas. • Lighting Recessed down light fixtures are required. • Graphics - Hours of operation, health and safety regulations must be displayed. - Compliance with all governing codes must be verified. • Life Safety - Verify compliance with all applicable health and safety codes. - Verify compliance with all applicable governing codes including, but not limited to, the location of emergency pull stations, smoke detectors, fire extinguisher cabinets, emergency horn and strobe fixtures and emergency exit signage. - Emergency exit signage must be supplied with battery back-up power. • Electrical, Telecommunications, Data and Media Connections - A house telephone must be provided. - Provide electrical for DMX scent program.


400-33



405

407.02 “Refresh” Fitness Center • Design Characteristics - The Fitness Center must be located adjacent to the Pool/ Spa area and public restroom corridor with access through the Spa Vestibule. - A minimum of 1,150 SF (including vestibule) is required. - The design must include windows for natural light between Fitness and Pool areas. - The Fitness Center must have a view onto the pool deck. Direct access to the pool is prohibited. - Ceiling/wall speaker locations must be provided for DMX music featuring custom Cambria Fitness Center like music channel programming. - Recessed wall grille must be provided for DMX scent program. - Equipment must be commercial grade; See Rules of Operation, Fitness Center Equipment, Section 107.06. - A minimum of one (1) 42" flat panel television must be provided. - One wall must be fully mirrored from base to ceiling. Receptacles must be installed in the wall base. Mirrors are butt jointed without beveled edges or overlay strips. - A water cooler or chilled bottled water service must be provided. A water fountain is not permitted. - A millwork counter must be included to display water, towels and periodicals. - The Fitness Center is accessible via two (2) single entry doors – both controlled by a key card system: - A solid wood door with side light from the main corridor near the Reception Desk - Storefront system door from the Spa Vestibule - A minimum STC Rating of 56 dB is required. - Ceiling height must be a minimum of 10'-0". • Lighting - Recessed down light fixtures controlled by key switch, must be installed. - A rating of 30 – 60 FC is required. - A posted liability notice in compliance with all local, state or federal codes must be located in clear view of guests. • HVAC - The HVAC for the Fitness Center must be designed as part of the central system. - Separate exhaust fans must be provided. It must be verified that ventilation and climate controls are sufficient to maintain a comfortable environment.


400-34



405

• Electrical, Telecommunications, Data and Media Connections - Electrical outlets must be provided as required by code. Outlets must be located in the wall base as needed at the mirrored wall. - Floor outlets must be provided as required for exercise equipment. Consult final exercise equipment layout to coordinate locations. - Power must be provided for the key card access at the entry doors. - A house telephone must be provided. • Life Safety - Verify compliance with all applicable governing codes including, but not limited to, the location of emergency pull stations, smoke detectors, fire extinguisher cabinets, emergency horn and strobe fixtures and emergency exit signage. - Emergency exit signage must be supplied with battery back-up power. 407.03 “Refresh” Swimming Pool/Room • Design Characteristics - The pool is located along the main public corridor, leading from the Lobby. Access from the elevator and stairs without passing through public spaces is required. - Storefront doors are required from the Spa Vestibule and to/from the Courtyard. Electronic card readers are required at the Spa Vestibule door and at exterior courtyard door(s). - A minimum size of 340 SF of water surface is required. Increased suite count may mandate a larger pool area. - The total program area required for the pool and spa is 1,200 SF. - Provide an anti-vortex drain; verify compliance with all local codes. - Pool water temperature must be maintained between 78°F and 80°F. - Wall mounted speaker locations must be provided for DMX music featuring custom Cambria spa-like music channel programming at both indoor and outdoor areas. - Recessed wall location must be provided for DMX scent program. - Required pool materials include: - Body: gunite with approved finish - Coping: pre-cast concrete with grip contour and with integral depth and “No Diving” indicators. - Drain: continuous perimeter deck drain with skimmers - The shallow end must be positioned nearest the guest entry. - Stairs with stainless steel handrail at the shallow end must meet all applicable safety codes. - A minimum of one (1) wall mounted metal ladder must be provided at the deep end.


400-35



405

- In compliance with all applicable safety and accessibility codes, a sleeve must be included in the pool deck for handicapped lift. - The required minimum depth is 3'-0" and the required maximum depth is 5'-0". - Depth indicator tiles are required on the pool deck at coping, clearly marking the depth in feet and in meters. - Depth indicators must be within the pool tile at water line clearly marking the depth in feet and meters. - “No Diving” indicators must be integral with the pool coping and the pool water line. - No diving boards are allowed. - Adequate deck space must be provided for furniture placement and for guests at poolside. Minimums of general 4'-0" clearance and an 8'-0" clearance for furniture placement must be maintained. - Indoor ceiling height must be a minimum of 10'-0" AFF. - A minimum STC rating of 50 dB must be maintained. - A minimum STC rating of 56 dB must be maintained if the pool area is adjacent to public spaces or guest suites. • Life Saving Equipment - Life saving equipment must be provided in conformance with all jurisdictions and codes. - Life saving equipment must be readily available and in good condition at all times. The equipment must be visually obvious. - Life saving equipment must include, but not be limited to information located in the OS&E Rooms Manual. - Graphics must clearly state the Safety Rules and Pool Use Guidelines including, but not limited to, “No Lifeguard on Duty”, “No Glass Containers” and “No Diving.” See Ruiles of Operation, Lobby Area and Interior, Section 105.07, for more information. - Compliance must be verified with all applicable local codes. - Gas chlorinators are prohibited. - Operating systems such as filtration and chemical feed systems must be in compliance with all governing codes • Lighting - Recessed down light fixtures must be spaced equally throughout the area. Do not locate lighting directly over the pool surface. - The pool must be illuminated to a rating of 20 -30 FC at the pool deck. - Underwater lighting is required.


400-36



405

• Graphics - Safety rules and regulations must be provided per Cambria Suites hotel criteria. - Compliance with all applicable codes must be verified. • HVAC/Mechanical Systems - Spaces adjacent to the indoor pool area must not be more than 10° cooler. - The desirable humidity level must not exceed 55%. - Climate control must include an exhaust system and a dehumidification system. - The HVAC system for the pool area must be designed as an independent system. - Floor drains must be provided as needed. - Provide emergency shut-off switch. • Electrical, Telecommunications, Data and Media Connections - Weatherproof and moisture proof duplex outlets must be provided per applicable codes. - Power must be provided for the electronic card reader at the entry door. - A house telephone must be provided. • Life Safety - Compliance with all applicable health and safety codes must be verified. - Verify compliance with all applicable governing codes including, but not limited to, the location of emergency pull stations, smoke detectors, fire extinguisher cabinets, emergency horn and strobe fixtures and emergency exit signage. - Emergency exit signage must be supplied by battery back-up power. See Rules of Operation, Pool Safety, Section 107.09, for requirements. 407.04 “Refresh” Spa • Design Characteristics - A “grotto” style spa area must be provided adjacent to or very near the main pool. - A minimum of 60 SF of water surface area. - A depth of no more than 3'-0"must be maintained. - A wall-mounted timer must be provided for guest use and must include an emergency shut off conforming to all jurisdiction requirements. - Signage must be provided at the timer. - Indoor landscaping at the spa planter consisting of specified plants.


400-37



405

- Required spa materials: - Body: gunite with approved finish - Coping: pre-cast concrete with grip contour and integral depth and “No Diving” indicators - Drain: continuous perimeter deck drain with skimmers - Stairs with a non-slip finish and marked nosing are required. - A stainless steel handrail must be provided at the stairs. - Depth indicators must be integral with pool coping clearly marking the depth in feet and meters. - Depth indicators must be within pool tile at water line clearly marking the depth in feet and meters. - “No Diving” indicators must be integral with the pool coping and the pool water line. - A water temperature of 99°F – 102°F must be maintained (not to exceed 102°F). - Provide an anti-vortex drain. - Verify compliance with all applicable health and safety codes. • Lighting Underwater lighting is required. • Graphics - Safety rules and regulations must be provided per Cambria Suites hotel criteria. - Verify compliance with all governing codes. • Electrical, Telecommunications, Data and Media Connections - Electrical power for the timer must be provided. - Provide emergency shut-off switch. • Life Safety - Verify compliance with all applicable health and safety codes. - Verify compliance with all applicable governing codes including, but not limited to, the location of emergency pull stations, smoke detectors, fire extinguisher cabinets, emergency horn and strobe fixtures and emergency exit signage. - Emergency exit signage must be supplied with battery back-up power. See Interior Design Standards, Pool Courtyard, Section 507.05.


400-38


guest suites

408

408.00 Guest Suite The Guest Suite is the main focus of the Cambria Suites guest experience. Furnishings are to be contemporary and comfortable. Upon entering the suite guests should feel safe and “at home” in the upscale surroundings, which are designed to accommodate leisure and/or work activities. All properties are required to strictly adhere to all guidelines set forth by the Americans with Disabilities Act (ADA) in the programmed areas described herein.

408.01 Suite Mix/Types • Suite Mix This prototypical room mix is for a prototypical project and is provided as a guideline. Specific market conditions may require a modified room mix. - King Suite 63% - Executive King Suite at Tower 1% - Double Queen Suite 20% - One Bedroom Suite 10% - Two Bedroom Suite at Tower 1% - Accessible King Suite 4% - Accessible Double Queen Suite 1% - Accessible One Bedroom Suite 1% - 100% of all guest suites to be designated “Non Smoking” - Accessible varieties of each major suite type must be designed in each project. Consult the local governing guides for the correct number of Accessible guest suites to be included. Require accessible unit connect to adjacent standard King or Double Queen Suite. • Guest Suite Types - King Suite bay must be a minimum of 13'-¼" W x 29'-9" D, clear dimension. - Double Queen Suite bay must be a minimum of 13'-¼" W x 35'-5" D, clear dimension. - One Bedroom Suite bay must be a minimum of 18'-5" W x 31'-1" D, clear dimension with additional bath area not included. - One Bedroom Suite bay must be a minimum of 20'- 0" W x 19' – 9" D with additional bay area not included.


400-39


guest suites

408

- Accessible King Suite I bay must be a minimum of 13'- ¼" W x 35'-5" D, clear dimension. - Accessible Double Queen suite bay must be a minimum of 13'- ¼" W x 29'-9" D, clear dimension with additional bath area of 7'-8" W x 23'-1" D. - Accessible King Suite II bay must be a minimum of 13'- ¼" W x 29'-9" D, clear dimension with additional bath area of 7'-11"W x 9'-7" D. 408.02 Guest Suites and Tower Suites • Design Characteristics - Entry foyer is flanked by the Guest Suite Bath and hospitality center. (The location varies in Accessible Guest Suite and in One Bedroom Suite designs.) - Guest Suites include a hospitality center, required to be a semi-circular built-in casegood featuring a microwave oven, under-counter refrigerator and coffee service. - Tower suites include a hospitality bar with upgraded base and wall cabinet featuring a bar sink, microwave oven, under counter refrigerator, coffee service and optional dishwasher. - The single entry door must be self-locking, self-closing and fire rated. See Rules of Operation, Electronic Lock System, Section 104.02 Entry Door Accessories. - Recess entry door a minimum of 8" from corridor to create an entry alcove. - A decorative grid wall is required at the desk to separate the sleeping and living areas. Grid wall must remain at 8'-0', regardless of increased ceiling height. - An enclosed closet must be included at the sleeping area, a minimum of 2'-0" x 5'-0", furnished with a Beverly System hanging bar and shelf. See Architectural Specifications for requirements, and OS&E Rooms Manual for remaining content. - An optional safe may be permanently mounted and located in the closet. Required number of safe deposit boxes at the Reception desk is contingent on suite safes being installed. Calculate prior to construction documents. See Rules of Operation, Safe Deposit Boxes, Section 104.06 for specification. - An ironing board with a caddy is required in the closet. - A minimum of one (1) 4' H x 6' W double-glazed operable window with a locking device is required. Windows must have a controlled maximum opening of 4" with the exception of Tower Suite windows which are fixed. - Wood blocking must be provided the entire width of window for the window treatment mounting. - A solid surface window sill must be provided per Interior Design specifications. - Guest Suite finished ceiling height is a minimum of 8'-0" AFF, maximum of 10'-0". - Entry finished ceiling height is a minimum of 7'-6", maximum of 8'-6" - 9'-0" Ceiling height condition requires a 1'-0" bulkhead extending to demising wall, above grid wall.


400-40


guest suites

408

- 10'-0"ceiling height requires a 2'-0" bulkhead above grid wall extending to demising wall. At ceiling heights greater than 10', provide a painted wood moulding at 10'-0" with paint finish above and vinyl wallcovering below. - A minimum rating of 56 dB is required at all Guest Suite demising walls. - A minimum rating of 51 dB is required at interior Guest Suite partition walls. • Lighting - A decorative surface mounted “welcome light” fixture switched at entry door is required. - An Interior Design specified lamp lighting is required at nightstands, desk and console. Refer to Interior Design standards for further information. - Interior Design specified wall sconces are required at the sofa with dimmer control and must be switched independently. - An Interior Design specified pendant fixture at hospitality bar in certain suites per the guideline drawings. - A minimum rating of 50 FC is required. • Graphics - The emergency evacuation plan must be affixed to the room side of the door. - The rate and limited liability law card must be affixed to the room side of the door unless mandated by local code to be located elsewhere. - Suite identification plaque signage must be attached to the corridor wall adjacent to the suite door. • HVAC - A through-wall PTAC unit minimum 7000 BTUH capacity is required at all suites, excluding Tower Suites. An internal drainage system is highly recommended. - A through wall VTAC unit housed in closet enclosure with grille for air return is required at Tower Suites. - A minimum of 3.5 kW heating unit is required. Regions with more than 30 days below 20° F must provide a heater with increased capacity. - Locate remote thermostat on demising wall opposite the grid wall. • Electrical, Telecommunications, Data and Media Connections - Electrical make up boxes, commercial/hospitality grade television outlets and/or telephone jacks may not be installed back-to-back at the Guest Suite demising wall. - A MediaHub™ multi function port connectivity panel located at desk-side wall is required. - Locations of duplex outlets must be coordinated with the furniture layout.


400-41


guest suites

408

- Provide no fewer than the number of duplex outlets as listed: - - - - - - -

Two (2) on the headboard wall for the lamp(s) and clock radio One (1) at television in living area One (1) at television at sleeping space One (1) quad outlet at the desk-side wall One (1) at standard height under desk at side wall One (1) dedicated at the exterior wall for PTAC power. Locate to conceal the cord. Three (3) at the convenience center; coordinate with refrigerator, microwave and coffee service locations - One (1) next to the convenience center - One (1) below the thermostat on demising wall opposite the grid wall - One (1) data/telecommunications outlet must be provided at standard height under desk at side wall. - One (1) telephone jack must be provided at the cordless desk phone at standard height under desk at side wall. - One (1) telephone jack must be provided at the nightstand. - High-Speed Internet Access (HSIA) is a standard feature in all Guest Suites. Both wired and wireless must be available. • Life Safety - All Guest Suites require a hard-wired smoke detector with battery back up power. A central monitoring system is highly recommended. - Verify compliance with all applicable governing codes including, but not limited to, the location of emergency pull stations, smoke detectors, fire extinguisher cabinets, emergency horn and strobe fixtures and emergency exit signage. - Emergency exit signage must be supplied with battery back-up power. - Accessible suites must be equipped with an emergency strobe and horn, prototypically at the bath wall in the Guest Suite area. Additional strobe is required in the bathroom. - Minimum of one (1) Standard suite and one (1) Accessible suite are to be equipped with permanent hearing impaired devices, which includes a door bell with on-off capabilities and a TTDY equipped phone.


400-42


guest suites B ath

409

409.00 Guest Bath The Guest Bath must reflect the same high design and decor standards of the rest of the Cambria Suites property. It must be designed for the optimum convenience comfort and safety of our guests.

409.01 Design • Design Characteristics - Accessible units must be in compliance with governing local or ADA code requirements whichever is more stringent. - A single compartment, three-piece bath is required. - An integral bench at the tub is a standard feature for tub shower. - A minimum size of 55 SF is required. - A custom millwork vanity with an open base display shelf and towel bar affixed to the face of the vanity is required in standard suites. - King Suites must be showers only, per guideline drawing. - A custom wall-hung vanity is required for ADA suites. - The tub / shower surround must be full height. - The minimum required finished ceiling height is 7'-6". - Provide roll-in showers in Accessible Suites per code. All other Accessible Suites are to include tubs. - A minimum rating of 34 dB is required at bath to suite partition wall. - A minimum rating of 51 dB is required at bath to corridor wall. - A marble threshold is required. • Lighting - Interior Design specified wall sconces flank the mirror in standard Guest Suites. - An Interior Design specified decorative wall mounted vanity fixture is centered above the vanity in Accessible Guest Suites. - A moisture-rated recessed down light is centered over the tub/ shower. - An additional recessed down light is required in all Accessible Suite baths. - A night light integral with the light switch is required. - Fixtures must be switched independently. - A minimum rating of 40 FC is required at the vanity.


400-43


guest suites B ath

409

- A 10-20 FC range of ratings is required in the shower, with the curtain closed. • HVAC Continuous ventilation is required in bath areas at all properties. • Electrical, Telecommunications, Data and Media Connections - A GFI convenience outlet is required to accommodate appliances above the splash block. - The electrical circuit must be sufficient to maintain various appliances, including a hair dryer, without a system outage. - Electrical systems must comply with all governing local, state and national codes. - A wall mount telephone is recommended at the toilet in all Accessible Suite baths. • Life Safety - Verify compliance with all applicable governing codes including, but not limited to, the location of emergency pull stations, smoke detectors, fire extinguisher cabinets, emergency horn and strobe fixtures and emergency exit signage. - Emergency exit signage must be supplied with battery back-up power. - Fire alert devices are required in bath compartment in Accessible suites, in addition to location in living/sleeping area. • Bath Accessories - Wood blocking must be provided behind all wall mounted fixtures, furnishings and equipment. - A framed vanity mirror must be centered over the vanity bowl (part of the custom millwork vanity package). - A tiered, wall mounted glass shelving unit is required (part of the custom millwork vanity package). - A curved shower rod must be permanently affixed in Standard Suites; straight curtain rod is permitted in Accessible Suites. - Double robe hook(s) must be securely anchored to prevent damage to the rear of door one (1) in Standard Suite baths and two (2) in Accessible Suite baths. - A wall mounted, single roll toilet paper holder is required. - 24" towel bar at locations per guideline drawings. - A wall mounted magnifying swing-arm mirror is required. - Two (2) wire baskets are corner mounted at the tub/shower.


400-44


guest suites B ath

409

• Plumbing Fixtures - Wood blocking must be provided behind all wall mounted fixtures, furnishings and equipment. - A commercial grade, tank style toilet with a closed front seat and cover must be installed. The seat must remain upright without assistance. A 1.6-gallon flush unit is required for water conservation. - An enameled cast iron or steel bathtub with integral non-slip surface is required. Acrylic and fiberglass tubs are not permitted. - A vessel sink included in a custom millwork package is installed at the counter. - The tub/shower drain must be the lift and turn variety. Rubber stoppers are not permitted. - A polished chrome faucet set must be hospitality grade with ceramic disc technology. Separate controls for hot and cold water temperatures must be color-coded red and blue, respectively. - The showerhead is to be as specified in the Architectural schedules. - Shower controls must be hospitality grade with controls for hot and cold water temperatures color coded with red and blue, respectively. - See Architectural schedules for complete detials of specified products.


400-45


A D M I N I S T R AT I O N

410

410.00 Administration The staff at each Cambria Suites is integral to the success of the property. The guests’ experience is directly related to the manner in which they are treated and to the service they receive. It is essential for the “back of house” areas to be designed to meet the needs of the staff and to optimize their performance and efficiency. All properties are required to strictly adhere to all guidelines set forth by the Americans with Disabilities Act (ADA) in the programmed areas described herein.

410.01 Employee Break Room • Design Characteristics - The Break Room includes the Employee Locker Room and the Employee Rest Room. Prototypically the size is 220 SF. - The Break Room must be located near the Laundry Room. - Natural lighting must be provided, if possible. - Base and wall cabinets must be provided (with sink and refrigerator) the length of one wall. - Break Room equipment and accessories include: - Kitchen equipment with a sink, faucet, microwave oven and full-size refrigerator/ freezer. - Round tabletop and base with a minimum of four (4) stacking chairs. - Wall-mounted time clock. - Employee lockers - If window coverings are applicable, they must be horizontal blinds per the Interior Design specifications. - A minimum STC Rating of 34 dB is required. - 2' x 2' acoustical ceiling tile height of 10'-0" AFF at Break Room and Locker Room. • Lighting - 2' x 4' fluorescent fixtures are required. - A minimum rating of 30 FC is required. • HVAC Design HVAC system as part of the central system.


400-46



410

• Electrical, Telecommunications, Data and Media Connections - Electrical equipment locations must be coordinated with the final kitchen appliance design. Additional outlets must be provided as needed. - A minimum of one (1) data/telephone jack is recommended. - Locate a High-Speed Internet Access (HSIA) port and a duplex outlet for Web training at wall nearest table. • Life Safety - Verify compliance with all applicable governing codes including, but not limited to, the location of emergency pull stations, smoke detectors, fire extinguisher cabinets, emergency horn and strobe fixtures and emergency exit signage. - Emergency exit signage must be supplied with battery back-up power. 410.02 Employee Restroom • Design Characteristics - A single compartment restroom is required. The restroom’s size must comply with ADA-minimum size requirements. - The restroom must be located adjacent to the Employee Break Room. - A minimum STC rating of 34 dB is required. • Plumbing Fixtures Plumbing fixtures must include: - A tank style toilet with an elongated bowl - A wall-hung vanity, apron and backsplash • Bath Accessories Bath accessories must include: - A framed vanity mirror - 36" and 42" grab bars at toilet - A wall-mounted soap dispenser - A semi-paper towel dispenser/disposal unit - A surface-mounted dual toilet paper holder - A 2' x 2' acoustical tile ceiling height of 8'-0" AFF is required. • Lighting - A ceiling-mounted fixture must be centered in the space. - A minimum rating of 30 FC is required. • HVAC - The HVAC system for the rest room must be designed as part of the central system. - The system design must conform to all governing codes to assure proper ventilation, supply air and return air.


400-47



410

• Electrical, Telecommunications, Data and Media Connections Electrical outlets must be provided as required by code. • Life Safety - Verify compliance with all applicable governing codes including, but not limited to, the location of emergency pull stations, smoke detectors, fire extinguisher cabinets, emergency horn and strobe fixtures and emergency exit signage. - Emergency exit signage must be supplied with battery back-up power. 410.03 Work Room • Design Characteristics - The work room must be located adjacent to the Reception Desk, Storage and Offices. - A minimum size of 100 SF is required. - Millwork work centers with counter and built-in base and wall cabinets. - Controls for sound system zones must be installed. - A minimum STC rating of 34 dB is required. - The minimum 2' x 2' acoustical ceiling tile height is 9'–6" AFF • Lighting - 2' x 4' fluorescent fixtures must be centered in the space. - A minimum rating of 60 FC is required. • HVAC Design HVAC system as part of the central system. • Electrical, Telecommunications, Data and Media Connections - Office equipment with must be coordinated with the electrical layout and must be placed above the backsplash at counter locations. - A dedicated outlet must be provided for the Property Management System workstation; provide a dedicated circuit for the PMS outlet. - A minimum of three (3) data/telephone/fax jacks must be included. • Life Safety - Verify compliance with all applicable governing codes including, but not limited to, the location of emergency pull stations, smoke detectors, fire extinguisher cabinets, emergency horn and strobe fixtures and emergency exit signage. - Emergency exit signage must be supplied by battery back-up power.


400-48



410

410.04 Manager’s Office • Design Characteristics - The Manager’s Office must be located adjacent to the Workroom and accessible from Reception desk. - Natural light must be provided, if possible. - The size of the Manager’s Office is prototypically 120 SF. - A minimum STC rating of 34 dB is required. - The minimum acoustical ceiling tile height is 9'-6" AFF. • Lighting - 2' x 4' fluorescent fixtures must be centered in the space. - A minimum rating of 60 FC is required. • HVAC - Design as part of the central system. • Electrical, Telecommunications, Data and Media Connections - A dedicated outlet for the Property Management System workstation must be provided. - The locations of electrical outlets must be coordinated with the final equipment layout. - A minimum of one (1) data/telephone jack must be provided. • Life Safety - Verify compliance with all applicable governing codes including, but not limited to, the location of emergency pull stations, smoke detectors, fire extinguisher cabinets, emergency horn and strobe fixtures and emergency exit signage. - Emergency exit signage must be supplied with battery back-up power. 410.05 Administrative Staff Office • Design Characteristics - Locate adjacent to the workroom and accessible from Reception desk. - Natural lighting must be provided, if possible. - The prototypical size is 125 SF. - Minimum acoustical ceiling tile height is 9'-6" AFF. - A minimum STC Rating of 34 dB is required. • Lighting - 2' x 4' fluorescent fixtures must be centered in the space. - A minimum rating of 60 FC is required. • HVAC Design as part of the central system.


400-49



410

• Electrical, Telecommunications, Data and Media Connections - A dedicated outlet for the Property Management System workstation must be provided. - The locations of electrical outlets must be coordinated with the final equipment layout. - A minimum of three (3) data/telephone/computer jacks must be provided. • Life Safety - Verify compliance with all applicable governing codes including, but not limited to, the location of emergency pull stations, smoke detectors, fire extinguisher cabinets, emergency horn and strobe fixtures and emergency exit signage. - Emergency exit signage must be supplied with battery back-up power. 410.06 Sales Office • Design Characteristics - Locate with corridor access in close proximity to Reception Desk. - Prototypical size is 125 SF. - Minimum acoustical tile ceiling height is 9'-6". - A minimum STC rating of 34 dB is required. • Lighting - 2' x 4' fluorescent fixtures must be centered in the space. - A minimum rating of 60 FC is required. • HVAC Design as part of the central system. • Electrical, Telecommunications, Data and Media Connections - A dedicated outlet for the Property Management System workstation must be provided. - The locations of electrical outlets must be coordinated with the final equipment layout. - A minimum of one (1) data/telephone jack must be provided. • Life Safety - Verify compliance with all applicable governing codes including, but not limited to, the location of emergency pull stations, smoke detectors, fire extinguisher cabinets, emergency horn and strobe fixtures, and emergency exit signage. - Emergency exit signage must be supplied with battery back-up power.


400-50


B ack of H ouse F ood S ervice

411

411.00 Back of House Food Service 411.01 Kitchen - Food Preparation • Design Characteristics - The design must comply with all governing health and safety codes. - The kitchen must be located adjacent to the Dining/Bar, with entrance points from the bar and corridor. - A minimum of 660 SF is required. - All equipment must be commercial grade. Consult Kitchen Equipment schedule for complete details. - Consult Kitchen Equipment schedule for complete list of required kitchen accessories. - A separate space must be provided for dry storage with single door access. Electric panels must be located in the dry storage area. - A minimum STC Rating of 56 dB is required at Public space - A minimum acoustical ceiling tile height of 10'-0" AFF is required. • Lighting - 2' x 4' fluorescent fixtures must be located throughout the space. - A minimum rating of 50 FC is required. • HVAC - Design as part of the central system. - The system design must conform to all governing codes to assure proper ventilation, supply air and return air. - Equipment locations must be coordinated with the final electrical design. Additional outlets must be provided as needed. • Plumbing - The floor drain must be centrally located following the final design. - The plumbing rough must be located per the final equipment layout. • Life Safety - Verify compliance with all applicable governing codes including, but not limited to, the location of emergency pull stations, smoke detectors, fire extinguisher cabinets, emergency horn and strobe fixtures, and emergency exit signage. - Emergency exit signage must be supplied with battery back-up power. - Verify the provision of an emergency horn and strobe fixture per Choice Hotels International criteria, Cambria Suites Standards and all applicable codes.


400-51


H ousekeeping

412

412.00 Housekeeping 412.01 Laundry/Linen Storage • Design Characteristics - Laundry - The prototypical size for the main laundry is 620 SF, including dryer enclosure, linen cart storage, and supplemental water heating equipment if needed. - The laundry facilities must be located near the Break Room, with direct access from the main corridor. Avoid proximity to Guest Suites to minimize noise and traffic. - Access from the corridor must be via double asymmetrical doors. - Provide a built-in counter with task chair or standard desk for head of housekeeping. - Equipment must include a minimum of two (2) washers and three (3) dryers. Properties with room counts greater than the prototypical 129 suites property must provide additional equipment proportionate to the Guest Suite increase. - Verify laundry chute is aligned vertically throughout building. - Sound and vibration from equipment must be augmented by appropriate slab design. - An 8" raised slab must be provided for washer equipment mounting. - A slope at 1⁄4" per foot is required to drain. - A fire rated enclosure must be provided for dryers with an access door for maintenance needs. Allow 2' clear at the rear of the dryers to the exterior wall. - Additional required items include table(s) for folding and general use, laundry sink, linen chute termination and wired shelving for the storage of linens in circulation. - Combustion air and exhaust louvers must be provided. - There must be a minimum STC rating of 56 dB at the corridor wall. - There must be a minimum STC rating of 34 dB at interior separation walls. - The minimum 2' x 2' acoustical ceiling tile height of 10'–0" AFF is required. - Provide full height corner guards. - Recessed lint traps shall not be located in passage ways of the Laundry Room.


400-52


H ousekeeping

412

- Main Linen Storage - Enclosed linen storage, with a single door, must be located within the main laundry room. - The storage is prototypically 100 SF. - The entire room must be lined by floor to ceiling wire or ventilated shelving beginning at 2'-0" AFF - A minimum 2' x 2' acoustical ceiling tile height of 9'-0" AFF is required. - The linen storage door must have an auto close and lock. • Lighting - 2' x 4' fluorescent fixtures must be spaced evenly. - A range of FC rating of 30 - 50 is required. • HVAC - The system design must conform to all governing codes to assure proper ventilation, supply air and return air. - Design as part of the central system. - A lint catch and clean out are required in the exhaust vents. - Any units/equipment must be located in enclosed spaces, adequately sized and located to ensure quality air movement. • Electrical, Telecommunications, Data and Media Connections - A data jack for a PMS workstation is required. - A dedicated outlet must be provide for the Property Management System workstation at the housekeeper’s desk - The final equipment layout must be verified with the electrical layout. • Plumbing - A floor drain must be centrally located within the main laundry space. - A trench drain must be located at the rear of washers at raised slab. - Connections for a laundry sink must be provided. • Life Safety - Verify compliance with all applicable governing codes including, but not limited to, the location of emergency pull stations, smoke detectors, fire extinguisher cabinets, emergency horn and strobe fixtures and emergency exit signage. - Emergency exit signage must be supplied with battery back-up power. - Provide a plummed eye wash station.


400-53


H ousekeeping

412

412.02 Auxiliary Linen Storage (Upper Floors) Storage areas, located on all floors, ensure a neat environment and allow the housekeeping staff to house needed linens, roll away beds and other guest amenities. • Design Characteristics - Auxiliary linen storage must be located in the guest room corridor. The recommended location is in a service area with elevator bank. - The prototypical size is 65 SF. - Floor to ceiling wire or ventilated shelving is required, beginning at 2'-0" AFF and providing four (4) shelves at storage rooms at upper floors. Wire or ventilated shelving is required to allow for air circulation. - A minimum STC rating of 54 dB at the corridor wall is required. - The ceiling can be exposed or 2' x 2' acoustical ceiling tile, with a minimum height of 8'-0" AFF. - Door must receive same finish as Guest Suite doors and be accessed via employee card reader. • Lighting - 2' x 4' fluorescent fixtures must be spaced evenly. - A minimum rating of 50 FC is required. • HVAC Design as part of the central system. • Electrical, Telecommunications, Data and Media Connections Electrical outlets must be provided as required by code. • Life Safety - Verify compliance with all applicable governing codes including, but not limited to, the location of emergency pull stations, smoke detectors, fire extinguisher cabinets, emergency horn and strobe fixtures and emergency exit signage. - Emergency exit signage must be supplied with battery back-up power.


400-54


B ack of H ouse C irculation

413

413.00 Back of House Circulation 413.01 Service Elevator - Optional • Design Characteristics - The elevator design must conform to all current industry standards including The American Standard Safety Code for elevators. - The elevator design must also be in compliance with all applicable governing codes including, but not limited to, the Americans with Disabilities Act (ADA). - The elevator must be located adjacent to the housekeeping/maintenance areas. Personnel must not cross public spaces from service areas to access the service elevator. - The minimum required cab size is 5' x 7'. - The minimum required load capacity is 3500 lbs. - The minimum ceiling height is 8'-0" AFF. • Lighting - Lighting is required per the elevator manufacturer’s specifications. - A minimum rating of 20 FC is required. • Electrical, Telecommunications, Data and Media Communications - A duplex outlet must be provided for housekeeping needs. - A house telephone must be provided.


400-55


engineering

414

414.00 Engineering 414.01 Pool Equipment The Pool Equipment area houses the pump, dehumidification system equipment and HVAC equipment. • Design Characteristics - The prototypical size of 75 SF may vary according to the equipment specifications. - The equipment room must be located directly adjacent to the pool deck area. - Provide sump pump and pit. • Atmosphere - Fluorescent surface mounted light fixtures are required. • HVAC - The pool equipment room HVAC system must provide adequate ventilation. • Electrical, Telecommunications, Data and Media Connections A GFI duplex outlet must be provided for maintenance use. • Life Safety - Compliance with all local health and safety codes must be verified. - Verify compliance with all applicable governing codes including, but not limited to, the location of emergency pull stations, smoke detectors, fire extinguisher cabinets, emergency horn and strobe fixtures and emergency exit signage. - Emergency exit signage must be supplied by battery back-up power. 414.02 Pool Storage Room • Design Characteristics - The prototypical size is 75 SF. - The pool storage room/building must be located directly adjacent to the mechanical rooms. - The area houses chemicals, equipment and furnishings. • Lighting Fluorescent surface mounted fixtures are required for lighting. • HVAC The HVAC system must provide adequate ventilation. • Electrical, Telecommunications, Data and Media Connections A GFI duplex outlet must be provided for maintenance use.


400-56


engineering

414

• Life Safety - Verify compliance with all local health and safety codes. - Verify compliance with all applicable governing codes including but not limited to, the location of emergency pull stations, smoke detectors, fire extinguisher cabinets, emergency horn and strobe fixtures and emergency exit signage. - Emergency exit signage must be supplied by battery back-up power. - A fully plumbed eye wash station must be provided at strike side of door. 414.03 Engineer/Maintenance Office • Design Characteristics - The prototypical size is 75 SF. - The office must be located in the Back of House area convenient to the receiving area. • Lighting Fluorescent surface mounted lighting fixtures are required. • HVAC Design as part of the central system. • Electrical, Telecommunications, Data and Media Connections - A dedicated outlet for the optional Property Management System workstation must be provided. - Outlets and other electrical service must be provided as needed, including TV jack and outlet matching PTAC voltage for testing. - A telephone must be provided. • Life Safety - Verify compliance with all applicable governing codes including, but not limited to, the location of emergency pull stations, smoke detectors, fire extinguisher cabinets, emergency horn and strobe fixtures and emergency exit signage. - Emergency exit signage must be supplied with battery back-up power. 414.04 Electrical Room/Telephone Room • Design Characteristics - The room or rooms must be located conveniently off of a corridor. Separate spaces must be connected. - The rooms are prototypically 65 SF each. - A 2' x 4' fluorescent strip fixture with wire cage protective cover is required. • HVAC Design as part of the central system.


400-57


engineering

414

• Electrical, Telecommunications, Data and Media Connections - Electrical outlets and other electrical service must be provided as needed. • Life Safety - Verify compliance with all applicable governing codes including but not limited to, the location of emergency pull stations, smoke detectors, fire extinguisher cabinets, emergency horn and strobe fixtures and emergency exit signage. - Emergency exit signage must be supplied with battery back-up power. 414.05 Mechanical Room • Design Characteristics - The mechanical room must be located in the “back of house” area, adjacent to the Electrical Room and the Main Laundry Room. Avoid proximity to guest rooms and public areas due to noise. - Access must be provided from the receiving area. - Size and design of equipment and system is the responsibility of the project engineer per the needs of each individual project. - The prototypical size is 350 SF. • Lighting A 2' x 4' fluorescent strip fixture with wire cage protective cover is required. • HVAC Design as part of the central system. • Electrical, Telecommunications, Data and Media Connections Electrical outlets and other electrical service must be provided as needed. • Life Safety - Verify compliance with all applicable governing codes including, but not limited to, the location of emergency pull stations, smoke detectors, fire extinguisher cabinets, emergency horn and strobe fixtures and emergency exit signage. - Emergency exit signage must be supplied with battery back-up power. - A fully plumbed eye wash station must be provided.


400-58


engineering

414

414.06 Elevator Equipment Room • Design Characteristics - The elevator equipment room must be adjacent to the elevator and with easy access for maintenance personnel. - The size is prototypically 80 SF. - A wall mounted fluorescent strip fixture with protective cage is required. - Provide a sump pump pit. - Provide oil separators at elevator pit. • HVAC The HVAC system design must conform to all governing codes to assure proper ventilation, supply air and return air. • Electrical, Telecommunications, Data and Media Connections - Electrical outlets and other electrical service must be provided as needed. - A telephone/data outlet must be provided. • Life Safety - Verify compliance with all applicable governing codes including, but not limited to, the location of emergency pull stations, smoke detectors, fire extinguisher cabinets, emergency horn and strobe fixtures, and emergency exit signage. - Emergency exit signage must be supplied with battery back-up power.


400-59


SY S T E M I N F O R M AT I O N

415

415.00 System Information Cambria Suites provides a safe and environmentally efficient product. To ensure the quality level, adherence to the following regulations is required. The professionals contracted to supply construction documents are responsible for the coordination and inclusion of all applicable code regulations or the standards of Cambria Suites, whichever is more stringent.

415.01 Sound Transmission Coefficient (STC) • Materials with sound absorption properties, separation of ductwork, vibration isolation devices, caulk and sound tape must be used to limit sound transmission and to meet the specified ratings put forth in this document. • Acoustics must be considered to avoid background noise, reverberation, resonance, echo and conversation travel. • Sound transmission between adjacent public areas, or public areas to service areas, must maintain a minimum STC rating of 56 dB. Folding or similar folding partitions must maintain the same rating.

415.02 Heating, Ventilation and Air Conditioning (HVAC) • Compliance - A thorough analysis of local, state and national mechanical and building codes must be conducted to verify conformity without over-compliance. These Cambria Suites standards do not supersede more stringent requirements put forth by building codes and/or officials. - The importance of properly designed HVAC systems cannot be overemphasized as they greatly influence the guests’ comfort and safety while impacting maintenance and operating costs. - Any units/equipment must be located in enclosed spaces, adequately sized and located to ensure quality air movement. • Exhaust and Ventilation - It must be verified that adequate ventilation and exhaust is designed for areas of humidity and odors per applicable codes or Cambria Suites criteria, whichever is greater. - Exhaust from guest bathrooms must be vented at a minimum continuous rate of 45 CFM. - Exhaust louvers must be located on the bathtub side of the room. - Re-circulating filters are not permitted.


400-60



415

- All exhaust/vent ducts must be baffled to prevent sight and minimize sound transmission. • Energy Management Cambria Suites strongly recommends the use of automatic shut-offs, pre-set thermostat programs and heat recovery systems to maintain peak operational conditions and comfort. 415.03 Plumbing • Water Supply - Ample hot and cold water must be accessible to all guest rooms and back of house areas upon demand. - Pressure must be designed to maintain maximum capability during peak use at 100% capacity. - Hot water must maintain 115° F during peak use hours between 6:00 am – 8:00 am. • Identification - Plumbing and mechanical piping must be accessible for prompt and efficient maintenance. - The use of color coding, charts and tagging of all wiring, piping, valves, wiring, equipment and accessories is strongly recommended. • Isolation Valves/Switches - Isolation valves/switches must be provided for all mechanical equipment, including ice machines and exterior hose bibs. • Sewer - Verify the existence of a public sanitary system and provide a means of conveying sewage. If a public system is not available, provide a private sewage disposal system. - Sewer clean outs must be provided every 50' or at every bend greater than 40° in a main line. • Loss of Water For laundry water supply pneumatic valves and/or storage tanks must be designed into the systems to prevent sudden loss of hot/cold water service to guest rooms at times of surge demand in the kitchen or laundry. 415.04 Electrical, Telecommunications, Data and Media Connections • Electrical - All electrical work and materials must comply with local codes and NEMA, ANSI, UL, NEC and NFPA no. 70. - All electrical materials must be approved by the Underwriters Laboratory (UL).


400-61



415

• Exterior Lighting - The entire lighting package, including decorative and site lighting, must be presented. - Photometric readings are required to ensure required and specified lighting levels are maintained. • Lightning Protection The entire building must be protected by an approved system that ensures hotel equipment and guest equipment is shielded. • Telecommunications - A hospitality-based system that functions as a state of the art telephone with FCCcompatible hearing-impaired capabilities must be provided. - Verify that all trunk lines are adequately sized for incoming/outgoing local and long distance service. • Computer Technology - Verify that the most current criteria for the reservation and registration computer equipment are provided. The system must be capable of history recovery, accounting, energy management, function rental and coordination. - Computers must be protected with power surge protection, a dedicated circuit and emergency generator back up to prevent loss of performance or information. • Guest Suite Service - There must be a minimum of two (2) units per standard guest suite. - The desk phone must be cordless. - The nightstand phone has a required maximum phone cord length of 15'. - Telephone must be a touch-tone model featuring voice mail, speed dialing, call waiting, hold feature, and transfer capability. - Telephone units must be equipped with a data port. - A minimum of three (3) speed dial buttons and maximum of five (5) are required.

See Information Technology and Telecommunications Standards, Guest Suite Telephones and Directories, Section 305.03 for additional information.

• Internet Access

Wired and wireless High-Speed Internet Access (HSIA) is required in all Cambria Suites.

See Information Technology and Telecommunications Standards, High-speed Internet Access, Section 302.00 or additional information.

• Commercial/Hospitality Grade Television A cable or satellite system providing distortion-free reception is required.


400-62



415

415.05 Life Safety • Emergency Power - An emergency generator is strongly recommended to power life safety elements and general emergency lighting. - If power is interrupted for more than 30 minutes, the emergency generator should provide power to one (1) elevator and to the telephone system. - Cambria Suites recommends an emergency light kit for guest use. • Smoke and Fire Detection - A complete fire and smoke detection system, including an annunciator panel (at the fire control room or the security office, or at permissible areas if these spaces are not programmed) must meet or exceed local code requirements. - A complete fire alarm system is required with audible warnings throughout the public spaces, corridors and guest rooms. - All Guest Suites must be equipped with a working smoke detector. All new construction must provide hard-wired detectors. A central monitoring system is strongly recommended. • Fire Extinguishing Equipment - Fire extinguishing equipment must be strategically located throughout the property in accordance with local or state fire safety regulations. - Extinguishers in public areas must be mounted in semi-recessed wall cabinets unless otherwise directed by local authorities/codes. - All equipment must be inspected, maintained and tagged in accordance with all local, state and federal codes. • Fire Suppression System/Sprinkler System - It is strongly recommended that the property be protected by a FEMA sanctioned automatic fire suppression system. Verify compliance with governing local and state fire codes. - Sidewall sprinkler heads are recommended at guest rooms, public spaces and where deemed necessary to maintain maximum ceiling heights and limit use of soffits.


400-63



415

• Emergency Exit/Evacuation - Emergency exits must be clearly marked in accordance with local, state and federal codes. - Emergency signage must be supplied with battery back up in the event of a power failure. - A detailed written and schematic evacuation plan must be approved by the local fire and safety officials and must be available for periodic review by Cambria Suites. The emergency evacuation procedures must be clearly posted in all public areas and guest rooms. - An emergency lighting system is required in all enclosed public areas, reception desk, guest room corridors and exit stairs/corridors. The design must comply with the National Fire Protection Act and all local governing code/official criteria. • Electronic Entry Lock Systems

For information see Rules of Operation, Electronic Lock Systems, Section 104.02.


400-64


PROJ ECT & CONST RUCT ION M ANAG EM EN T

416

416.00 Project and Construction Management Cambria excellence and brand identity starts with the design and construction of each property. Compliance to standards and guidelines and attention to detail are necessary to achieve an aesthetically pleasing, welcoming hotel. Following these standards will also help to ensure that your project runs smoothly and stays on schedule.

416.01 Licenses Responsibilities • Code Compliance - It is the sole responsibility of the Licensee and his/her agents to produce a project which is in full compliance with all local, state and federal building codes. Reviews performed by Choice Hotels International are to verify conformity to the Cambria Suites Brand Standards. Structural documents are never reviewed by Choice Hotels International. - All Cambria Suites brand properties shall be in full compliance with the Americans with Disabilities Act (ADA). Further information can be found online at www.ada.gov. - All Cambria Suites properties shall be in full compliance with all aspects of the Occupational Safety & Health Administration (OSHA) standards. Further information can be found online at www.osha.gov. • Insurance Requirements - Coverage during construction and policy limits are set forth in the Franchise Agreement under “Insurance.” Minimum coverage: General Liability and Builder’s Risk. - Coverage after opening and policy limits are set forth in your Franchise Agreement under “Insurance.” - Contractor insurance shall be obtained by the Licensee and ensure that all contractors, subcontractors, or their agents [“Contractor”] performing a task on or around the property, are fully insured and contractually responsible for claims due to any Contractor’s action or lack thereof. Policies as a minimum include: Statutory Workers’ Compensation Insurance, Employer’s Liability and Commercial General Insurance. 416.02 Project Schedule and Assessment • The project assessment will be used to assist the franchisee and Choice Hotels International in developing a project schedule and to test a project’s progress. • A typical project runs around 30 months, from signing the franchisee agreement to opening the doors. The duration time for your project may vary; see the Franchise Agreement for the contractual time for completion of the hotel.


400-65



416

• Assessment check includes time line and task list as follows: Assessment Time Line and Task Checklist Day One Sign Franchise Agreement Day Two to Month Three Engage a civil engineer and architect to start the design process Request access to the Cambria Document Center Submit the Conceptual Site Plan for Cambria Suites’ review and approval Schedule the Architectural and Owner Design and Construction Orientation meeting at Cambria World Headquarters Month Three to Month 15 Submit 30% preliminary architectural design documents for Cambria Suites’ review and approval Submit 65% architectural design documents for Cambria Suites’ review and approval Submit 100% permit ready documents for Cambria Suites’ review and approval Month 15 to Month 18 File documents for permits Receive Construction Document approval prior to construction start Bid project out to general contractors Select general contractors Start site work Month 18 Start construction (start date is the first time footings are poured) Schedule pre-construction meeting with Cambria’s Project Management Team after footers are poured Month 20 Schedule pre-rough in site observation meeting with Cambria’s Project Management Team All required submittals have been reviewed by Cambria’s Project Management Team Month 25 Schedule pre-finishes site observation meeting with Cambria’s Project Management Team Month 28 Schedule pre-opening site observation meeting with Cambria’s Project Management Team Punch list prepared and punch list work has begun Month 28, Week Four Pre-Operation hand-off site observation visit Conference Call Month 29, Week One Schedule operation hand-off site observation meeting with Cambria’s Project Management Team Certificate of Occupancy has been issued Construction is substantially complete Insurance and ADA certification forms have been submitted Only minor punch items being corrected Month 30 Cambria Suites is open for guests


400-66



416

416.03 Cambria Document Center • The Cambria Document Center is your source for materials required to produce the documents to design and construct your Cambria Suites hotel. • The site is available to the franchisee, franchisee representatives and architect. • To request access to the Cambria Document Center, e-mail your request to [email protected]. Provide your name, e-mail address and the project you are working on. • The site is continually updated. Verify that you have the latest material before starting documents. • Available materials include: - Brand Standards - Guideline Documents - Guideline Specifications - Schedules - Interior Design Specifications and Finishes 416.04 The Teams • Cambria Suites Design and Construction Team includes: - Sr. Director, Design and Construction - Director, Project and Construction Management - Director, Architectural Design - Director, Interior Design • Franchise Team during construction: - Franchisee - Franchise representative - Architect - Engineers - General contractor • The architect must remain involved with the project until the Cambria Suites hotel is opened for business. If, for some reason, the architect cannot continue during construction, the franchisee must hire a qualified construction manager to take over the architect’s role. The general contractor shall not operate in this role.


400-67



416

• Questions and requests for information (RFI) during construction are handled in the following manner: - Franchisee: - Operational or general design comments e-mailed to Director, Project and Construction Management - Documents, specifications and schedule questions shall go to your architect - Architect: - Use the resources in the Cambria Document Center - Outstanding questions not answered by the Cambria Document Center should be e-mailed to the Director, Project and Construction Management. - General Contractor All questions from sub contractors and material suppliers should go to the General Contractor for review first; if not answered, then questions should be forwarded to the architect as an RFI (request for information). 416.05 Architectural/Owner Orientation • The Architectural and Owner Design and Construction Orientation is required for all new franchisees and new architects to the Cambria Suites program. • The orientation is designed as an introduction to the Cambria Suites brand. • At a minimum, attendees should include the franchisee and the architect. Others may be invited at the owner’s request. • The orientation is held at Cambria World Headquarters, Silver Spring, Maryland. • The typical orientation runs five hours. • Prior to the orientation, the conceptual site plan and possibly the 30% preliminary architectural design documents have been submitted for review. • The orientation agenda includes: - Brand orientation - Cambria brand team introductions - Architectural design orientation - Model suite visit - Interior design orientation - Project and construction management orientation - Design work session, if required


400-68



416

416.06 Document Submissions • Required Architectural & Construction Submittals Prototype & Modified Prototype Submittals Must include dimensioned parking, drive aisles, easements, setbacks, dumpster, adjacent properties, etc. • Architectural Site Plan Within one (1) month of the execution of Licensee’s Franchise Agreement, one (1) 24" x 36" hardcopy set of preliminary architectural plans are to be submitted to Cambria Suites Director of Architectural Design. - Items to be included in this submission are: - Building footprint, flag poles - Site dimensions, site area calculations, setback dimensions, easements etc - Site elevation indicators - Identification of surrounding access roads and adjacent highways - Adjacent properties, sound producing conditions or natural elements (i.e. ponds) impacting the property - Dimensioned drive aisles and parking space size/counts - Sidewalk system linking all parking to entrances and accessible sidewalk system features - Monument signage • Preliminary Plan Submittal - 30% - Within three (3) months of the execution of Licensee’s Franchise Agreement, one (1) 24" x 36" hardcopy set of preliminary architectural plans is to be submitted to Cambria Suites Director of Architectural Design. - Items to be included in this submission are as follows: - Approved Site Plan - Exterior Building Elevations - Building Plans per floor including all Cambria Suites brand signature elements - Requests for waivers to the Architecture & Engineering or Interior Design Brand Standards must be submitted in writing at this time. • Intermediate Plan Submittal – 65% - Within 6 (six) months of the execution of Licensee’s Franchise Agreement, one (1) 24" x 36" hardcopy set of intermediate architectural plans is to be submitted to Cambria Suites Director of Architectural Design. - Items identified as missing, incomplete or to be revised in the 30% review shall be corrected so current review can acknowledge the project’s compliance. - Items to be included in this submission are as follows: - Site Plan with all dimensions, easements, signage etc. as well as adjacencies identified. - Exterior Building Elevations with prototypical materials, colors and signage identified


400-69



416

- Building Floor plans including all Cambria Suites brand signature elements - Enlarged Guest Suite Plans/Furniture Layouts with control and finish numbers - Enlarged Public Space Plans/Furniture Layouts with control and finish numbers - Enlarged Back of House Plans/Furniture and Equipment Layouts with control and finish numbers - Reflected Ceiling Plans for all spaces - Preliminary Details - Preliminary Mechanical, Electrical and Plumbing Plans - Compliance with brand standards and overall project design will be verified. • Permit Ready Plan Submittal – 100% - Within 10 months of the execution of Licensee’s Franchise Agreement, one (1) 24" x 36" (Full size) hardcopy set of final plans is to be submitted to Cambria Suites Director of Architectural Design before building permits are received. - Items identified as missing, incomplete or to be revised in the 65% review shall be corrected so current review can acknowledge the project’s compliance. - Compliance with brand standards, technical engineering and construction principles will be verified. - Licensee and Architect of Record will receive written comments and shall respond, identifying measures taken to rectify each item - Final Project Approval letter must be received from Cambria Suites before construction can commence. - Final documents are to be fully dimensioned and coordinated with all MEP disciplines, to ensure a compliant set of documents. - Final Architectural Drawings are to include but not limited to: - Building Plans at 1/8" scale or larger - Building Sections (floor, wall & ceiling) at 1/4" scale or larger - Building Exterior Elevations (including an Exterior Finish Schedule) identifying materials, lighting and signage - Public Space Enlarged Plans with control and finish numbers - Public Space Interior Elevations with control and finish numbers - Public Space Reflected Ceiling Plans - Guest Suite/Guest Bath Enlarged Plans with control and finish numbers - Guest Suite/Guest Bath Reflected Ceiling Plans - Guest Suite Furniture Plan with control and finish numbers - Guest Suite/Guest Bath Interior Elevations with control and finish numbers - Back of House Enlarged Plans with control and finish numbers - Back of House Reflected Ceiling Plan


400-70



416

- Door and Window Schedules/Elevations - Millwork details - Final Interior Design Drawings to be included: - Public Space enlarged plans identifying finishes, fixtures & equipment - Guest Suite/Guest Bath plans identifying finishes, fixtures & equipment - Back of House enlarged plans identifying finishes, fixtures & equipment - Elevations of Public Spaces, Guest Suites/Baths and Back of House identifying furniture, fixtures and equipment - Furnishings Control Number Key - Finish Schedule - Final Mechanical, Electrical and Plumbing Drawings - Public Space enlarged plans identifying equipment and fixtures - Guest Suite enlarged plans identifying equipment and fixtures - Back of House enlarged plans identifying equipment and fixtures - Equipment and fixture schedules - Food/Beverage and Laundry Plans with equipment scheduled and keyed - Structural Drawings are not required nor are they reviewed if included. It is the responsibility of the Architect and Engineer to design systems to maintain brand standards - Custom projects will require additional submittals • Landscape/Irrigation Submittals – - May be included w/permit design set - Final Landscape Plans are to include but not limited to: - Layout of feature landscaping at monument signage, base of tower and pool courtyard - Building pad layered plantings - Landscape material schedule - Irrigation plan and details • Construction Submittals - Telephone locations - Submit completed ADA compliance form - Submit completed Insurance compliance form - Landscape documents with FF&E Shop drawings - Courtyard Design with FF&E Shop drawings - Sample of brick material - Sample of exterior metal work material - Porte cochere design shop drawings and finish sample


400-71


- - - - - - - - - - - - - - - - - - - - -


416

Sample of texture and colors of stucco Interior doors and frames shop drawings and sample of the wood cut and stain colors Identify hardware finish Cut sheet and finish for locksets for guestrooms Cut sheet and finish for fitness center flooring Cut sheet and finish for toilet room accessories Exterior signage package Interior signage package Scaled drawings of kitchen equipment plan Kitchen equipment cut sheets Arctica display case cut sheets Fitness center equipment cut sheets FF&E case goods suppliers and finishes Pool & Spa shop drawings Order form for elevator finishes Plumbing fixtures cut sheets (For Guest and Public areas) Lighting fixtures cut sheets (Public areas) Exterior lighting fixtures cut sheets Exterior building and site lighting cut sheet and plan DMX sound system shop drawings Sizes and locations of television system

416.07 Pre-Construction Requirements • Site work may begin after the building footprint and architectural site plan has been approved by Cambria Suites. • Inform the Director, Project & Construction Management on the progress of the project, including: - Permit status - When the bid process started and ended - General Contractor selection - Site work starts • Final document approval must be completed by Cambria Suites Design & Construction before the start of construction. • It is recommended that you do not sign with a general contractor until you have final approval on all Cambria Suites brand approved documents. Proceeding without this approval will result in change orders with your general contractor. • Prepare the required construction insurance policies. The policy must be in place prior to the start of construction. A copy of the form must be forwarded to the Director, Project & Construction Management.


400-72



416

416.08 Construction Starts • Construction start date is to be the first day that concrete is poured for the footings. • There shall be a minimum of five site observations during the hotel’s construction. The schedule of visits is based on a 12-month construction schedule. The visits run as follows: Visit #1 – Pre-Construction When to call for a visit: When construction has started Agenda: Cambria’s role during construction Status of the project Project schedule Cambria required submittals Project management’s site observations Review field questions Target opening date is updated Who should be present at the visit: Owner Architect General contractor Site superintendent Cambria Design & Construction representative

Visit #2 – Pre-Drywall When to call for a visit: Estimated time period is around the fourth month Pre-drywall Electrical boxes and plumbing rough-in should be in place in each typical guest room Install wall blocking in typical guest rooms Recommend laying out the furniture on the floors of each typical guest room Agenda: Review the placement of the electrical, fire devices, telephones and television boxes in each typical guestroom (wiring of the boxes is not recommended) Review the placement of the plumbing rough-ins Review wall blocking locations Review outstanding submittals Review and complete observation checklist Target opening date is updated Who should be present at the visit: Owner Architect General contractor Site superintendent Plumbing sub-contractor Electrical sub-contractor Mechanical sub-contractor (only required if there are ceiling height issues or if they have questions) Cambria Design & Construction representative


400-73



416

Visit #3 – Pre-Finishes (optional for Cambria Suites) When to call for a visit: Estimated time period is the seventh month Drywall under way Building should be under roof Good time to do a sample room Agenda: Review previous comments Review the wall installation for STC compliance Review finishes touched by a guest (doors, windows, hardware, lighting fixtures, toilet room accessories) Review exterior finishes Review site work and landscaping Review site signage Update the project check list Target opening date is updated Who should be present at the visit: Owner Architect General contractor Site superintendent Cambria Design & Construction representative

Visit #4 – Pre-Opening When to call for a visit: Estimated time period is seven weeks before target opening Guestrooms near completion Public space and back of house are under way Finish site work and landscaping are under way Building should be off of temporary power Agenda: Review previous comments Review exterior Review public and back of house spaces Review guest rooms Target opening date is established Who should be present at the visit: Owner Architect General contractor Site superintendent General Manager Management company Cambria Design & Construction representative


400-74



416

Visit #5 – Operations Handoff When to call for a visit: Three weeks before the target opening Certificate of Occupancy has been issued Minor punch items are underway FF&E installed in guest rooms and public spaces Site and landscape work completed Agenda: Review previous comments Inspect site, building exterior, public areas, back of house and guest rooms Opening date confirmed Who should be present at the visit: Owner Architect General contractor Site superintendent General Manager Management company Cambria Design & Construction representative

• The Site Observation Report will be sent after each site visit. This report will keep a running list of reviewed items. All pending items shall be completed prior to final site observation visit. The final documents are the completed “Site Observation Report” and the “Construction Opening Letter.” • The project site shall always be clean and organized. • During the site observation, the following must be available for the Cambria representative: - A clean, adjustable hard hat - Drinking water - OSHA approved and safe vertical transportation, i.e., stairs and lifts - Parking 416.09 Defaults • All construction defaults will delay the opening of the hotel. • Corrective measures and solutions must be implemented as soon as possible. • Documentation that the defaulted issues have been resolved must be provided.


400-75



416

416.10 Pre-Opening Requirements • All items below must be completed by the date of the final site observation, and will be discussed during the pre-visit conference call: - Certificate of Occupancy (C of O) - Construction must be substantially completed - All pending items from the last site observation report - Landscape and site work; all trailers and storage units must be removed from the site - Exterior signage is installed, but not turned on until opening day - Deep cleaning for construction dust, including cleaning all PTAC and HVAC filters - ADA and Insurance forms • Check to see what is missing from the FF&E order • Determine when the hotel operator’s or management company’s initial punch will take place, as well as the re-inspection for final acceptance. 416.11 Custom Urban Projects • In addition to the items listed previously in this section, the following is required: - A minimum of one additional document review at 90% will be required. The required submission will be similar to the 100% submission. - Interior Design reviews will be required, based on the custom nature of the project. Specifications for the custom urban design package will be provided by Cambria Interior Design along with all finishes. - Additional site observations may be required based on the scope, size and schedule of the project. This schedule will be established during the pre-construction meeting.


400-76

500 I N T E R I O R D E S I G N S TA N DA R D S


050409


Interior Design 501.00

Interior Design Process . . . . . . . . . . . . . . . . . . . . . . . . . . . . 500-1 501.01 The Cambria Interior Design Process . . . . . . . . . . . . . . . . . . . 500-1

502.00

Welcome Areas . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 500-2 502.01 502.02 502.03 502.04 502.05 502.06 502.07 502.08 502.09

503.00

500-2 500-2 500-3 500-3 500-4 500-5 500-5 500-6 500-6

“Reflect” Public Food Service . . . . . . . . . . . . . . . . . . . . . . . . 500-8 503.01 503.02 503.03 503.04

504.00

Vestibule . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Lobby . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Media Wall in Lobby . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Reception Desk . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Reception Lobby . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Elevator Lobby . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Public Restrooms . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . “Refill” Sundry . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Cart Storage/Luggage Room . . . . . . . . . . . . . . . . . . . . . . . .

“Reflect” Breakfast Bar . . . . . . . . . . . . . . . . . . . . . . . . . . . . “Reflect” Dining . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . “Reflect” Outdoor Dining . . . . . . . . . . . . . . . . . . . . . . . . . . “Reflect” Barista Bar/Bar . . . . . . . . . . . . . . . . . . . . . . . . . .

500-8 500-8 500-9 500-9

Meeting Space . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 500-11 504.01 Board Room . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 500-11 504.02 Meeting/Conference Room(s) . . . . . . . . . . . . . . . . . . . . . . 500-11

505.00

Public Space Circulation . . . . . . . . . . . . . . . . . . . . . . . . . . 500-13 505.01 Passenger Elevator . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 500-13 505.02 Guest Suite Corridor . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 500-13 505.03 Stairs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 500-14

506.00

Guest Services . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 500-16 506.01 Guest Laundry . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 500-16 506.02 Ice Machine/Vending Area . . . . . . . . . . . . . . . . . . . . . . . . 500-16

507.00

“Refresh” Recreation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 500-17 507.01 507.02 507.03 507.04 507.05

“Refresh” Spa Vestibule . . . . . . . . . . . . . . . . . . . . . . . . . . “Refresh” Spa . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . “Refresh” Fitness Club . . . . . . . . . . . . . . . . . . . . . . . . . . . “Refresh” Swimming Pool . . . . . . . . . . . . . . . . . . . . . . . . Pool Courtyard . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .


500-17 500-17 500-18 500-19 500-19

500-ii


508.00

Public Space Finish Standards . . . . . . . . . . . . . . . . . . . . . . 500-20 508.01 508.02 508.03 508.04 508.05 508.06 508.07 508.08 508.09 508.10

509.00

500-20 500-20 500-20 500-21 500-21 500-21 500-21 500-22 500-22 500-23

Guest Suite . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 500-28 509.01 509.02 509.03 509.04 509.05 509.06

510.00

Vinyl Wall Covering . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Carpet & Carpet Base . . . . . . . . . . . . . . . . . . . . . . . . . . . . Carpet Pad . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Porcelain Tile & Base . . . . . . . . . . . . . . . . . . . . . . . . . . . . Window Covering . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Upholstery Fabric . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Furniture Construction . . . . . . . . . . . . . . . . . . . . . . . . . . . Lamp/Sconce Lighting . . . . . . . . . . . . . . . . . . . . . . . . . . . Artwork . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Public Space Finish Standards Schedule . . . . . . . . . . . . . . .

Guest Suite Types . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Bedding Standards . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Guest Suite Furniture, Fixtures & Equipment . . . . . . . . . . . . Guest Suite Finishes . . . . . . . . . . . . . . . . . . . . . . . . . . . . Guest Suite Finish Standards . . . . . . . . . . . . . . . . . . . . . . Guest Suite Furniture, Fixtures & Equipment Schedule . . . . . .

500-28 500-28 500-29 500-31 500-32 500-33

Guest Bath . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 500-35 510.01 Guest Bath Fixtures and Furnishings . . . . . . . . . . . . . . . . . . 500-35 510.02 Guest Bath Finishes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 500-36 510.03 Guest Bath Finish Standards . . . . . . . . . . . . . . . . . . . . . . . 500-36

511.00

Guest Suite/Bath FF&E . . . . . . . . . . . . . . . . . . . . . . . . . . . . 500-38 511.01 Guest Suite/Bath Furniture, Fixtures & Equipment Schedule . . 500-38

512.00

Back of House Administration . . . . . . . . . . . . . . . . . . . . . . 500-39 512.01 512.02 512.03 512.04

513.00

Employee Break Room . . . . . . . . . . . . . . . . . . . . . . . . . . . Employee Restroom . . . . . . . . . . . . . . . . . . . . . . . . . . . . Work Room . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Offices . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

500-39 500-39 500-40 500-40

Back of House Food Service . . . . . . . . . . . . . . . . . . . . . . . . 500-42 513.01 Kitchen - Food Preparation . . . . . . . . . . . . . . . . . . . . . . . . 500-42

514.00

Back of House Housekeeping . . . . . . . . . . . . . . . . . . . . . . . 500-43 514.01 Laundry/Linen Storage . . . . . . . . . . . . . . . . . . . . . . . . . . . 500-43 514.02 Auxiliary Linen Storage – Floors 2 and Above . . . . . . . . . . . . 500-43


500-iii


515.00

Back of House Finish Standards . . . . . . . . . . . . . . . . . . . . . 500-44 515.01 515.02 515.03 515.04 515.05 515.06

Vinyl Wall Covering . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Carpet . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Carpet Pad . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Porcelain Tile . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Vinyl Composition Tile . . . . . . . . . . . . . . . . . . . . . . . . . . . Back of House Furniture, Fixtures & Equipment Schedule . . . .


500-44 500-44 500-44 500-44 500-44 500-45

500-iv

I nterior D esign

I nterior design P rocess

501

501.00 Interior Design Process Cambria Suites interior design is as warm and welcoming as it is stylish and contemporary. Designed to appeal to a broad range of guest preferences, it conveys a genuine and authentic sense of style. Each aspect has been thoughtfully designed to cater to the new breed of traveler, whether they care to relax in an open and stimulating public space or cocoon in the understated luxury of their suite.

501.01 The Cambria Interior Design Process • Cambria Suites offers one (1) mandatory Interior Design Package. Deviations from the design elements of the package are not permitted, with the exception of custom urban projects as authorized by Cambria brand President. If alternate suppliers are substituted for specified vendors, those items/specifications must be submitted to interior design for review and approval prior to purchasing. • Consult the brand manuals on choicecentral (choicecentral > brand resources > brand manuals) or access the Cambria Document Center for the current version of the Interior Design FF&E Specifications and Finish Schedules for both public space and guest rooms. • Shop drawings for all millwork applications, along with finish samples, must be submitted for approval. • Please verify all pricing of FF&E and finishes at time of purchase as quotes fluctuate with changes in the economy. • If you have questions about procurement agents, please contact us for referrals.


500-1

I nterior D esign

W elcome A R E A S

502

502.00 Welcome Areas 502.01 Vestibule Required materials include: • Floor 12" x 12" porcelain tile with recess to accept “walk off” floor mat • Base 6" matching porcelain base • Walls Vinyl wall covering • Ceiling Flat latex paint finish over non–textured gypsum board 502.02 Lobby Required materials include: • Floor - Hardwood veneer plank flooring - Carpet - Carpet insert within hardwood veneer flooring as specified, over carpet pad - Base • 4.5" Rubber millwork base • Walls - Vinyl wall covering - Laminate wall panel system at specified locations per drawings - Two-story simulated stone wall at Lounge area • Ceiling - Suspended metal grid ceiling at Media Wall - Flat latex paint finish over non–textured gypsum board • Lighting - Pendant fixture at stone wall over seating area - Table and floor lamps - Decorative wall sconces at Media Wall • Window Covering Full height, ripple fold stationary panels • Furniture, Fixtures and Equipment See Public Space Furniture, Fixtures & Equipment Schedule See Architecture & Engineering Standards, Lobby/Media Wall, Section 402.02, for architectural specifications.


500-2

I nterior D esign

W elcome A R E A S

502

502.03 Media Wall in Lobby Required materials include: • Floor

Accent carpet inset forming partial circle at wall.

• Base

4.5 rubber base

• Walls - Plastic laminate wall panel system as specified - 50” flat panel TV required • Ceiling

Painted gyp with dropped mesh ceiling

• Lighting

Sconces two (2) located on columns as per drawings

• Furniture, Fixtures and Equipment

See Public Space FF&E Schedule

Option: Fireplace may be added as per prototype design. Consult with Cambria Brand Team. 502.04 Reception Desk Required materials include: • Floor - Hardwood veneer plank flooring – front of desk - Carpet – behind desk • Base 4.5" rubber cove base at front and back side of desk • Walls Plastic laminate wall panel system as specified • Reception Desk Face - Laminate panels - Accent metallic laminate panels - Accent acrylic panel at corner • Counter/Cabinets - Granite transaction counter and lower counter — locate grommets in counter to correspond to computer equipment; locations to maintain cords are not exposed - Plastic laminate base cabinets, shelves and lockable cash drawer - Verify current reservation and operational computer specifications with Cambria Suites Operations department - Coordinate sizes of equipment with the millwork design prior to fabrication


500-3

I nterior D esign

W elcome A R E A S

502

• Door - Stain finish on door to match panel wall system - Semigloss paint finish on frame to match • Ceiling Flat latex paint finish over non–textured gypsum board • Lighting - Recessed down light fixtures (at the soffit) centered over the guest transaction counter - Adjustable recessed “wall washer” down light fixtures at rear wall to highlight artwork - Recessed down light fixtures for task lighting at employee side of desk - Artwork – specified piece of artwork to be installed on back wall behind desk • Graphics Licensee statement to be posted within guest view • Furniture, Fixtures and Equipment

See Public Space Furniture, Fixtures & Equipment Schedule

See Architecture & Engineering Standards, Reception Desk, Section 402.04 for architectural specifications. 502.05 Reception Lobby Required materials include: • Floor Hardwood veneer plank flooring • Base 4.5" rubber millwork base • Walls - Vinyl wall covering - Feature Wall alcove, including three (3) wall vinyl wrapped illuminated shadow boxes • Ceiling Flat latex paint finish over non–textured gypsum board • Lighting Recessed down light fixtures See Public Space Furniture, Fixtures & Equipment Schedule See Architecture & Engineering Standards, Reception Lobby, Section 402.03 for architectural specifications.


500-4

I nterior D esign

W elcome A R E A S

502

502.06 Elevator Lobby Required materials include: • Floor - 24' x 24' porcelain tile first floor elevator lobby - 12" x 24" porcelain tile on upper floors • Base 6" tile base with bull nose edge • Walls Vinyl wall covering • Ceiling Flat latex paint finish over non–textured gypsum board • Lighting - Recessed down light fixtures - Decorative wall sconces above bench and at each end of mirror • Furniture, Fixtures & Equipment

See Public Space Furniture, Fixtures & Equipment Schedule

See Architecture & Engineering, Standards, Elevator Lobby(ies), Section 402.05 for architectural specifications. 502.07 Public Restrooms Required materials include: • Floor - 6" x 12" porcelain tile - 6" x 12" accent porcelain tile • Base 6" porcelain tile base with bull nose edge • Walls/Vanity - Vinyl wall covering - 6" x 12" wall tile at stall locations - Granite vanity top with under mount basins • Door - Stain finish on door to match panel wall system - Semigloss paint finish on frame • Ceiling Flat latex paint finish over non–textured gypsum board • Toilet Partitions Plastic laminate to match panel system


500-5

I nterior D esign

W elcome A R E A S

502

• Lighting - Fixtures must meet local electric and UL code requirements. - Wall mounted decorative sconce at vanity - Recessed down light fixtures overall and at vanity - Fluorescent lighting recessed trough at stall locations • Furniture, Fixtures and Equipment See Public Space Furniture, Fixtures & Equipment Schedule See Rules of Operation, Lobby Area and Interiors, Section 105.07 and also Architechure & Engineering, Public Restrooms, Section 402.06, for architectural specifications. 502.08 “Refill” Sundry Required materials include: • Floor Carpet over specified pad • Base 4.5" rubber millwork base • Walls Vinyl wall covering • Cabinets Plastic laminate base cabinets and shelving per millwork drawings • Ceiling Flat latex paint finish over non–textured gypsum board • Lighting Recessed down light fixtures See Public Space Furniture, Fixtures & Equipment Schedule 502.09 Cart Storage/Luggage Room Required materials include: • Floor Carpet • Base 4.5" rubber millwork base • Walls Vinyl wall covering • Framed Opening Semigloss paint finish on framed opening


500-6

I nterior D esign

W elcome A R E A S

502

• Ceiling Flat latex paint finish over non-textured gypsum board • Lighting Recessed down light fixtures See Public Space Furniture, Fixtures & Equipment Schedule See Architecture & Engineering Standards, Cart Storage/Luggage Storage, Section, 402.08 for architectural specifications.


500-7

I nterior D esign

R eflect P ublic food service

503

503.00 “Reflect” Public Food Service 503.01 “Reflect” Breakfast Bar Required materials include: • Floor - 24" x 24" porcelain tile - 12" x 24" porcelain tile - 12" x 12" porcelain tile • Base Porcelain tile with bull nose edge • Walls Vinyl wall covering • Counter/Cabinet - Granite counter - Plastic laminate base cabinets • Ceiling Flat latex paint finish over non–textured gypsum board • Lighting Recessed down light fixtures centered over counter • Furniture, Fixtures and Equipment See Public Space Furniture, Fixtures & Equipment Schedule See Rules of Operation, Universal Food & Beverage Standards, Section 111.00 and see Architecture & Engineering Standards, Reflect Breakfast Bar, Section 403.01 for architectural specifications. 503.02 “Reflect” Dining Required materials include: • Floor Carpet over specified pad • Base 4.5" rubber millwork base • Walls Vinyl wall covering


500-8

I nterior D esign


503

• Counter/Cabinet - Granite counter, wall mounted dining - Granite counter at condiment station - Plastic laminate base cabinets at condiment station - Acrylic shelf with stainless steel drop-in canisters at condiment station • Ceiling Flat latex paint finish over non–textured gypsum board • Lighting - Recessed down light fixtures - Pendant fixture(s) at counter dining and barista - Pendant fixture at condiment station • Furniture, Fixtures and Equipment See Public Space Furniture, Fixtures & Equipment Schedule See Architecture & Engineering Standards, “Reflect” Dining, Section 403.02 for architectural specifications. 503.03 “Reflect” Outdoor Dining Required materials include: • Floor Stamped Concrete or decorative pavers • Furniture, Fixtures and Equipment See Public Space Furniture, Fixtures & Equipment Schedule See Architecture & Engineering Standards, “Reflect” Outdoor Dining, Section 403.03 for architectural specifications. 503.04 “Reflect” Barista Bar/Bar Required materials include: • Floor - 24" x 24" porcelain tile outside of bar area - 12" x 24" and 12" x 12" porcelain tile at perimeter of bar area - 8" x 8" quarry tile behind barista bar • Base Porcelain tile base • Walls Wall vinyl with back bar design as specified; additional materials to include decorative acrylic back-lit panels, glass shelving, glass doors and porcelain tile accent at columns.


500-9

I nterior D esign


503

• Counter/Cabinet - Quartz stone serving counter, lower and back bar counter - Plastic laminate base cabinets at service side • Bar Face - Laminate panels - Accent metallic laminate panels • Door Stainless steel at double action doors • Ceiling - Flat latex paint finish over non–textured gypsum board - Accent flat latex paint finish at soffits face - Suspended metal mesh ceiling • Lighting - Recessed down light fixtures - Decorative wall sconces - Decorative spot lighting at menu signage - Pendant fixtures over bar area - Suspended metal mesh ceiling • Furniture, Fixtures and Equipment See Public Space Furniture, Fixtures & Equipment Schedule See Architecture & Engineering Standards, “Reflect” Barista Bar/Bar, Section 403.04 for architectural specifications.


500-10

I nterior D esign

M eeting space

504

504.00 Meeting Space 504.01 Board Room Required materials include: • Floor Carpet over specified pad • Base 4.5" rubber millwork base • Walls Vinyl wall covering • Door - Stain finish on door - Semigloss enamel paint on frame • Ceiling Flat latex paint finish over non–textured gypsum board at perimeter • Lighting - Recessed down light fixtures at perimeter - Decorative ceiling pendant fixture centered over conference table • Window Covering - Center opening pinch pleated panels with blackout lining - Operable sheer panels - Straight fabric cornice • Furniture, Fixtures and Equipment See Public Space Furniture, Fixtures & Equipment Schedule See Rules of Operation, Banquets and Meetings, Section 112.00 for requirements, and see Architecture & Engineering Standards, Board Room, Section 404.01 for architectural specifications. 504.02 Meeting/Conference Room(s) Required materials include: • Floor Carpet over specified pad • Base 4.5" rubber millwork base • Walls Vinyl wall covering


500-11

I nterior D esign

M eeting space

504

• Door - Stain finish on door to match panel system - Semigloss enamel paint on frame • Ceiling Flat latex paint finish over non–textured gypsum board at perimeter • Lighting - Recessed down light fixtures at perimeter and at raised center ceiling - Decorative ceiling pendant fixture centered in raised ceiling area - Decorative wall sconces • Window Covering - Center opening pinch pleated panels with blackout lining - Operable sheer panels - Straight fabric cornice • Furniture, Fixtures and Equipment See Public Space Furniture, Fixtures & Equipment Schedule See Rules of Operation, Banquets and Meeting, Section 112.00 for requirements, and see Architecture & Engineering Standards, Meeting/Conference Room, Section 404.02 for architectural specifications.


500-12

I nterior D esign

P U B L I C S PAC E C I R C U L AT I O N

505

505.00 Public Space Circulation 505.01 Passenger Elevator Required materials include: • Floor Carpet over specified pad • Base 4" carpet base with bound edge • Walls - Brushed stainless back panels - Custom plastic laminate panels to match wall panel system in lobby - Brushed stainless steel handrails and accessories • Door/Frame Brushed stainless steel with matching frame • Ceiling Brushed stainless metal panels • Lighting Recessed halogen down lights (6) See Public Space Furniture, Fixtures & Equipment Schedule See Architecture & Engineering Standards, Passenger Elevator, Section 405.01 for architectural specifications. 505.02 Guest Suite Corridor Required materials include: • Floor - Carpet over specified pad - Accent carpet at offset areas and turns in corridor • Base 4.5" rubber millwork base • Walls Vinyl wall covering • Door - Stain finish at guest suite doors to match wall panel system in lobby - Service doors located off of corridor to receive the same stain as guest room door - Semigloss paint finish on frame as specified


500-13

I nterior D esign


505

• Ceiling - Flat latex textured paint finish over gypsum board, alternating with ATC panels - Access panels, grilles and registers receive paint finish to match adjacent surface • Lighting - Recessed down light fixtures - Decorative wall sconces meeting all applicable ADA requirements - Decorative large pendent fixture with shade at corridor offset • Graphics - Graphics package must include all public, back of house and guest room wall signage per Cambria Suites specifications. Verify the mounting heights with the Cambria Suites Interior Design department. - Graphics are not to be placed on any door surface, only on wall adjacent to door. • Furniture, Fixtures and Equipment See Public Space Furniture, Fixtures & Equipment Schedule See Architecture & Engineering Standards, Guest Suite CorridorSection 405.02 for Architectural specifications. 505.03 Stairs Required materials include: • Floor - Vinyl - Carpet optional • Base - Vinyl base - 6" carpet base optional • Walls - Painted drywall surfaces (eggshell finish) - Vinyl wall covering (optional) • Railings - Semigloss latex paint on handrails, vertical pickets and stringers - Stained wood handrails and pickets optional • Door - Painted metal door - Semigloss paint finish on doors and frames • Ceiling Flat latex paint finish over gypsum board at upper floor • Lighting Decorative surface mounted fixture at landing ceilings


500-14

I nterior D esign


505

• Graphics - Clearly marked emergency exit and procedures for evacuation - Graphics package must include all public, back of house and guest room wall signage as per Interior Design specifications. Verify the mounting heights with the Cambria Suites Interior Design department. - Graphics not to be placed on any door surface; place on wall adjacent to door instead See Public Space Furniture, Fixtures & Equipment Schedule See Architecture & Engineering Standards Section, Stairs, 405.03 for architectural specifications.


500-15

I nterior D esign

G uest S ervices

506

506.00 Guest Services 506.01 Guest Laundry Required materials include: • • • • •

Floor Porcelain tile Base Porcelain tile with bull nose edge Walls Vinyl wall covering Plastic laminate wall mounted counter Door - Stain finish on door to match lobby panel system - Semigloss paint at frame

506.02 Ice Machine/Vending Area Required materials include: • Floor 12" x 12" porcelain tile • Base 6"H porcelain tile base with bull nose edge • Walls Vinyl wall covering • Ceiling Flat latex paint finish over non–textured gypsum board • Lighting Recessed can lighting See Architecture & Engineering Standards, Vending Areas, Section 406.02 for architectural specifications.


500-16

I nterior D esign

refresh recreation

507

507.00 “Refresh” Recreation 507.01 “Refresh” Spa Vestibule Required materials include: • Floor Accent carpet over specified pad • Base 4.5 rubber millwork base • Walls Vinyl wall covering • Doors Stain finish to match lobby panel system • Desk Face Plastic laminate with metallic laminate accent reveals • Counter/Cabinet - Granite transaction and lower counter - Plastic laminate base cabinets • Ceiling Flat latex paint finish over non-textured gypsum board • Lighting Recessed down light fixtures • Graphics Graphics to clearly state hours of operation and safety precautions • Furniture, Fixtures and Equipment See Public Space Furniture, Fixtures & Equipment Schedule See Architecture & Engineering Standards, “Refresh” Spa Vestibule, Section 407.01 for architectural specifications. 507.02 “Refresh” Spa Required materials include: • Floor - 12" x 12' porcelain tile - Simulated stone at wall and planter • Base 4" x 12" porcelain tile base


500-17

I nterior D esign

refresh recreation

507

• Coping Precast concrete with grip contour and integral depth and “no diving” indicators • Graphics - The design of all pool/spa graphics must meet Cambria Suites graphic specifications. - Provide medical warnings and guest use responsibilities. - Clearly state the Spa Use Guidelines including but not limited to, “No Lifeguard on Duty”, “No Glass Containers” and “No Diving” are to be part of the project’s graphics package. - Additionally, supply “In Case of Emergency” and “Emergency Phone Numbers” graphics. - Verify that all local codes for signage have been met. See Public Space Furniture, Fixtures & Equipment Schedule See Architecture & Engineering, “Refresh” Spa Vestible, Section 407.01 for architectural specifications. 507.03 “Refresh” Fitness Club Required materials include: • Floor 3' x 3' Sport Impact Rubberized flooring; two (2) contrasting colors as specified in Interior Design finish schedule • Base 4.5" rubber millwork base • Walls - Vinyl wall covering - Accent paint on wall at towel niche and TV wall; back wall only, not side - Full height, full width wall mirror, installed from top of base to ceiling per drawings - Stone built-in towel shelf at niche • Ceiling Flat latex paint finish over non-textured gypsum board • Door - Entry door from main corridor with side light; stain finish to match lobby wall system - Semigloss paint finish on door frame • Graphics Locate a “Notification of Personal Liability” sign in clear view of guests • Furniture, Fixtures and Equipment See Operating Supplies & Equipment Manual (OS&E) for full list of equipment • Artwork/Equipment Instructions Must be framed


500-18

I nterior D esign

refresh recreation

507

• Lighting Recessed can lighting See Public Space Furniture, Fixtures & Equipment Schedule See Rules of Operation, “Refresh” Center, Section 107.00 and Architecture & Engineering Standards, “Refresh” Fitness Center, Section 407.02 for architectural specifications. 507.04 “Refresh” Swimming Pool Required materials include: • Floor 12" x 12" porcelain tile and 12" x 24" accent porcelain tile • Base 4" x 12" porcelain tile base • Coping Precast concrete with grip contour and integral depth and “no diving” indicators • Walls - Satin epoxy resin paint finish above ceramic tile wall area - Ceramic tile, matte finish 4 ¼" x 4 ¼" field tile, wainscot per drawings - Ceramic tile, gloss finish 4 ¼" x 4 ¼" accent tile banding per drawings - Stone built-in towel shelf at niche • Ceiling Satin epoxy resin paint finish • Graphics - Graphics must clearly state the Pool Use Guidelines including but not limited to, “No Lifeguard on Duty”, “No Glass Containers” and “No Diving” are to be part of the project’s graphics package. The design must meet Cambria Suites graphic specifications. - Additionally, supply “In Case of Emergency” and “Emergency Phone Numbers” graphics. - Verify that all local codes have been met regarding required signage. See Public Space Furniture, Fixtures & Equipment Schedule See Rules of Operation, “Refresh” Center, Section 107.00 and Architecture & Engineering Standards, “Refresh” Swimming Pool/Room, Section 407.03 for architectural specifications. 507.05 Pool Courtyard Required materials include: • Stamped concrete or decorative pavers • Planters to be located in courtyard and filled with flowers/greenery appropriate to region • Furniture, Fixtures and Equipment (as specified in Interior Design specifications and prototype drawings) See Public Space Furniture, Fixtures & Equipment Schedule


500-19

I nterior D esign

P ublic space finish standards

508

508.00 Public Space Finish Standards Deviations from these standards require prior written permission from Cambria Suites Interior Design department. See Architecture & Engineering Standards, Section 402.00 through 405.00 for architectural specifications.

508.01 Vinyl Wall Covering • Vinyl wall covering must meet all local and state flammability and toxicity code requirements; including but not limited to ASTM-E-84. • Vinyl wall covering must be commercial/hospitality quality, meeting durability standard ASTM-E, 793-82. • The minimum requirements are Type II, 54" wide. • The minimum required weight is 20 oz. per linear yard. 508.02 Carpet & Carpet Base • Carpet must meet all local, state and national flammability code requirements. • The minimum required carpet standard is 36 oz. cut pile. • Content must be 100% solution dyed tufted nylon. • Soil inhibitors must be applied during fiber fabrication. Application of inhibitors using a topical process is not allowed. • Carpet must be installed over specified padding. • Base is 4.5" rubber millwork as specified in Interior Design finish specifications. 508.03 Carpet Pad • The pad must be 100% synthetic fiber with a minimum density of 6.7lbs./cubic foot. • The prototypical weight is 41oz./square yard. • Carpet pad must meet all local, state and national flammability code requirements.


500-20

I nterior D esign


508

508.04 Porcelain Tile & Base • Porcelain floor tile must be rated for commercial/hospitality use. • The minimum required Hardness rating is 7 minimum, per MOH’s Scale. • The coefficient of slip rating (COF) must be greater than or equal to 0.6 when wet, per ASTM #C1028 • Grout joints to be a maximum of 1⁄4"; 1⁄8" is preferred. • The grout must be shrink proof, colorfast and sealed. • The base must be 4"-6"H with corresponding tile finish. 508.05 Window Covering • All fabrics, including drapery, lining and sheers must be fire retardant. • Fabrics must meet governing local flammability requirements. If none is in place, then fabrics must meet NFPA 701 at a minimum. • 2" wooden, slatted blinds may be used in back of house specified locations. • Refer to Interior Design specifications for details in specific areas. 508.06 Upholstery Fabric • A minimum durability measure of 30,000 double rubs is required. • Upholstery fabric must pass the fire rating properties of CA117, section E. • Fabric must be acrylic backed for all seating applications. 508.07 Furniture Construction Furnishings must be high quality materials and meet all Interior Design specifications listed by areas of the hotel. Casegoods • All core material must be 45 lb. industrial weight flakeboard or fiberboard with balancing backer to face material, and must be ¾" thick, 3-ply veneer construction. • Front edge banding and trim must be hardwood incorporated into cabinet construction. • Casegood construction must be mortise and tenon, strengthened with screw cleats, glued and screwed corner blocks. • Side tables and coffee tables must be constructed of high quality stained wood with solid wood tops, edges and legs.


500-21

I nterior D esign


508

508.08 Lamp/Sconce Lighting • Lamps/Sconces (floor, wall and table) must be UL rated and labeled. • Lamps, floor and table, must have weighted bases. • Lamp shades are required to be white, hard backed and sized per lamp dimensions and specifications. • Sconces must be mounted at 6' centerline of fixture and must meet all ADA requirements. • Sconce shades as per Interior Design specifications. 508.09 Artwork • Artwork must be framed and matted to coordinate with overall décor package as specified. • Frames are required to be wood, urethane or polystyrene with miter-cut corners, glued and “V” nailed, and must have a security mount device to prevent theft. • Glass must be 19 oz. clear with a minimum of ³⁄32" thickness. • Artwork must be sized and located appropriately as per Interior Design specifications.


500-22

I nterior D esign


508

508.10 Public Space Finish Standards Schedule Consult the Interior Design Standards Manual, the Interior Design Specifications and the Product Design Drawings for complete information regarding the Public Finishes.

Swimming Pool & Spa

Pool Courtyard

•

“Refresh” Fitness Club

Vending

•

“Refresh” Spa Vestibule

Guest Laundry

Stairs

Guest Suite Corridor

Passenger Elevator

Conference Room

Board Room

“Reflect” Barista/Bar

“Reflect” Outdoor Dining

“Reflect” Dining

“Reflect” Breakfast Bar

•

Cart Storage/Luggage Storage

• Back

•

“Refill” Sundry

•

Public Restroom

Carpet

Elevator Lobby

•

Reception Lobby

Reception Desk

Hardwood

• Front

Vestibule

Lobby

Public Space Finish Standards

Floor Porcelain Tile

Inset Carpet

•

•

•

•

•

• •

•

•

•

•

•

•

• Upper Floors

•

•

Opt

•

•

Sports Impact Rubber Flooring

•

Stamped Concrete or Decorative Pavers

•

•

Concrete Coping

•

Simulated Stone at Planter

•

Base Porcelain/Ceramic Tile

•

•

•

•

•

•

Carpet Rubber Millwork

• •

•

•

•

•

•

•

•

•

•

•

Opt •

•

•

Counters/Cabinets Granite/ Natural Stone Counter

•

•

•

•

* All grout to be sealed in all applications.


500-23

I nterior D esign


508

Swimming Pool & Spa

Pool Courtyard



Vending

Guest Laundry

Stairs


Passenger Elevator

Conference Room

Board Room






“Refill” Sundry

Public Restroom

Elevator Lobby

Reception Lobby

Reception Desk

Lobby

Vestibule


Millwork Plastic Laminate Counter

•

Plastic Laminate Base and/or Wall Cabinets

•

Lockable Cash Drawer

•

•

Stone Counter Plastic Laminate Desk Face

•

Metallic Laminate Accent Panels Desk Face

•

•

•

•

•

•

•

•

•

•

•

•

•

Acrylic Upper Shelf and Granite Counter at Condiment Station

•

Walls Gypsum Board w/Vinyl Wall Covering

•

•

•

•

•

•

•

•

•

•

•

•

•

Paint and/or Accent Paint Plastic Laminate Wall Panel System

Opt •

•

•

•

•

•

• •

•

Full Width & Height Mirror

•

Acrylic Panels

•

Porcelain/ Ceramic Tile

•

•

Brushed Stainless Backpanels

•

Stainless Steel Handrails

•

•

Painted Handrails Stained Optional Simulated Stone

•

• •

Glass Doors & Shelves Corner Guards

• •



500-24

I nterior D esign


508




Board Room

Conference Room

•

•

•

•

•

•

•

•

•

•

•

Swimming Pool & Spa


•


“Refill” Sundry

•

“Refresh” Spa Vestiule

Public Restroom

•

Vending

Elevator Lobby

•

Guest Laundry

Reception Lobby

•

Stairs

Reception Desk

•


Lobby

•

Passenger Elevator

Vestibule


Ceiling Gypsum Board – Non-textured Suspended Metal Mesh Ceiling

• Media Wall

•

Brushed Stainless Metal Panels

•

Satin Epoxy Resin Paint Finish

•

Doors Solid Core Wood

•

•

•

•

•

•

Solid Core Wood w/Viewing Panel and/or Sidelight Brushed Stainless Steel

•

•

•

•

•

•

•

•

•

Service Doors

•

Painted Metal Door

•

Frame Hollow Metal w/Sound Insulating Foam

•

•

Brushed Stainless Steel

•

•

•

•

•

•

Partitions Plastic Laminate

•



500-25

I nterior D esign


508


“Refresh” Spa

Pool Courtyard

“Refresh” Swimming Pool



Passenger Elevator

Conference Room

Board Room





“Refill” Sundry

Public Restrooms

Elevator Lobby

Reception Lobby

Reception Desk

Lobby

Public Space Furniture, Fixtures & Equipment

Soft Goods Sofa

•

•

Upholstered Lounge Chair(s)

•

•

Upholstered Bench Tablet Chairs Upholstered Circular Ottoman

•

• • Media Wall •

Upholstered Bar Stools

•

Casegoods Conference Table with integrated High-speed Internet Access & Electrical

•

Ergonomic Chairs

•

Round Folding Meeting Tables & Stackable Upholstered Conference Chairs

•

Cocktail Table

•

End and/or Side Table(s)

•

• •

Dining Tables

•

•

•

•

Dining Chairs

•

Credenza

•

Business Table

•

Credenza with integrated Internet, Electrical and A/V Jacks via Media Hub Connectivity Panel

•

Window Covering Operable Drapery Panels & Sheers Pleated Stationary Panels

•

•

•

•

•

Fabric Cornice Electronic Equipment Minimum of two (2) Computer Work Stations including separate Monitors, Keyboards & Printers

• 2

Flat Panel Television

• Media Wall

•

• 32"

*

• 42"

• 42"

* For prototypical board room size if room is enlarged, TV must be sized accordingly. C A mbria S uites | E ffective F ebruary 1 , 2 0 0 9

500-26

I nterior D esign


508


“Refresh” Spa

Pool Courtyard

“Refresh” Swimming Pool


Stairs


Passenger Elevator

Conference Room

Board Room






“Refill” Sundry

Public Restrooms

Elevator Lobby

Reception Lobby

Reception Desk

Lobby

Public Space Furniture, Fixtures & Equipment

Miscellaneous Fixtures/Furnishings Live Plants and/or Accessories

•

•

Bench(es)

•

•

•

Side Chairs

•

Lounge Chairs Fiberglass Top Dining Tables

•

Framed Mirror

•

Vanity Mirror Framed Artwork

•

• •

•

•

•

•

•

•

•

•

• •

•

•

•

•

•

•

Dry Erase/Presentation Board – Optional

•

•

•

Wall Clock

•

Towel Rack and Disposal Bin

•

Full Length Decorative Wall Mirror

•

Pendant Fixture(s) Table & Floor Lamps Decorative Wall Sconces Recessed Down Light Fixtures

•

• Media Wall •

•

•

•

•

•

•

•

•

Fluorescent Lighting Recessed Trough

•

•

Opt •

•

•

• •

•

•

•

•

•

•

• • •

•

•

•

Menu Signage at Condiment Station

•

•

•

•

•

•

•

Recessed Lighting

•

Recessed Halogen Downlights

•

Decorative Surface Mounted Fixture Pendant Fixture with Shade

•

•

Licensee Statement

Signage

•

•

Adjustable Recessed “wall washer” Down Light Fixtures

Decorative Chandelier Fixture

•

• •


•

500-27

I nterior D esign

G uest S uite

509

509.00 Guest Suite 509.01 Guest Suite Types • King Suites & Accessible King Suites • Double Queen Suites & Accessible Double Queen Suites • One Bedroom King Suite, Accessible One Bedroom Suite • Executive King Suite at Tower • Two Bedroom Suite at Tower See Architecture & Engineering Standards, Suite Mix/Types, Section 408.01 for architectural specifications. See Guest Suite/Bath Furniture, Fixtures & Equipment Schedule for complete details. 509.02 Bedding Standards • Bed Sizing Standards - Queen 60" x 80" - King 76" x 80" • Bed Base Construction - 71⁄2" high finished base - Metal panels with three (3) cross braces and extra center rail - Dark walnut finish • Mattress (Only those brand[s] and model[s] specified by Cambria Suites may be used) - NOTE: All materials must be in compliance with CPSC Mattress Flammability Standards 16 CFR, Part 1632 and DOC FF4-72. - Mattress to be a minimum of 9" deep, within a 1⁄4" tolerance - Coil count: King: 986 Queen: 736 - Coil wire: 14 gauge - Border wire: 6 gauge-unicase - Insulator: Fireblocker - Upholstery: minimum 1" convoluted foam with 1 oz. PR fiber, 3⁄4" pur foam and 1½" convoluted foam in quilted layer • Box Spring Criteria (Only those brand[s] and model[s] specified by Cambria Suites may be used) - Minimum of 9" deep, within a 1⁄4" tolerance - Coil count: 120 - Coil wire: 9.0 gauge - Border wire: 3 gauge - Frame: double wood frame - Insulator: 1⁄4" synthetic fiber – Fireblocker-heavy duty pad


500-28

I nterior D esign

G uest S uite

509

- Cover: non-skid top – ticking must match mattress - Border: quilted - Miscellaneous specifications: - Corner guards - Turn labels - Dust covers • For mattress pad, pillows, blanket, bed sheets and pillowcases and protective pillow cover, see Rules of Operation, Guest Suite Linen & Bedding, Section 106.17. • For duvet cover, duvet insert, bedskirt and bolster pillow. See Rules of Operation, Guest Suite Linen & Bedding, Section 106.17. Also, see Guest Suite Furniture, Fixtures and Equipment Schedule.

509.03 Guest Suite Furniture, Fixtures & Equipment • Casegoods - All core material must be 45 lb. industrial weight flakeboard or fiberboard with balancing backer to face material. Core material must be 3⁄4" thick, 3-ply veneer construction. - Front edge trim must be hardwood incorporated into cabinet construction. - Casegoods must be finished wood veneer on three (3) sides. - Tops must be high-pressure laminate applied to 3⁄4" density contract flakeboard with backer sheet to prevent warping. - Casegood construction must be mortise and tenon, strengthened with screw cleats, glued and screwed corner blocks. - Headboard must be wood veneer with upholstered insert and wall mounted with cleat and must extend a minimum of 47" above the mattress and a minimum of 1" below the mattress. King size headboard must be 6'– 6" wide and Queen size must be 5'- 0" wide. - Side tables as nightstands, size of 18"D x 26"H and 22"W x 18"D x 26"H (with shelf). High-pressure laminate top with solid maple members. - Nightstand: - Single drawer construction - Tops to be high-pressure laminate - Drawer bottoms to be grooved and secured to drawer fronts, backs and sides - Sides and bottoms to be smooth and splinter-free - Desk: - With casters - High-pressure laminate top, solid wood edges and legs. - Dimension of desk to be 54" x 26" 30"H - Upholstered ottoman 33"W x 19"W x 17"H, of approved fabric - Bench with open base sized at 42"W x 20"D x 18"H; fabric top with brushed metal accents - Grid wall divider: See prototype drawings for millwork dimensions (see sheet A.705). Grid wall to be wood stained to match casegood finish. Finish sample must be submitted to Director of Project Management for approval.


500-29

I nterior D esign

G uest S uite

509

- Chest with three drawers with television attached. Minimum size 36"W x 32"H x 20"D. Must have high-pressure plastic laminate top surface. - Hospitality Center: - Accommodates the under-counter refrigerator and microwave oven and coffee service, mugs and condiments on top. Maintain 36" AFF standard/34" AFF accessible - Hospitality suites include wall cabinets and granite counter, top and backsplash - Plastic laminate or stained wood (light maple) open shelves - Under counter dishwasher is optional • Softgoods - Upholstered lounge chair; minimum size 30"W x 34"D x 33 ½"H. Minimum seat height is 18" - Lounge chair frame to be constructed of 7⁄8" thick, 7-ply upholstery grade plywood - Mortise and tenon construction, joints to be glued and stapled, corner blocks and screws where appropriate - Cushions to be Dacron wrapped, foam to comply with CA 117 - Seat springs sinuous loop, minimum gauge 9 - Back springs sinuous loop, minimum gauge 11 - Loveseat sleeper (Full size), sized at 66"W x 34"D x 33.5"H; minimum seat height is 19"; Throw pillows (2) of accent fabric - Upholstery Fabric: - Minimum 30,000 double rubs - Must pass the fire rating properties of CA117, section E - Fabric to be treated to repel water/soil - Must be acrylic backed to prevent seam slippage - Ergonomic chair with casters, 5-prong chrome spider base, pneumatic seat height adjustment • Electronics (Refer to Operating Supplies & Equipment (OS&E) for specifications) - Alarm clock with LED readout, dual alarm indicators, MP3 port, and snooze feature - 32" flat screen LCD television at Sleeping area effective 1/30/08 for all new construction - 32" flat screen LCD television at Living area; wall mounted - Multimedia connectivity panel in living room wall, wall mounted by desk • Leaning Mirrors

18" x 58" full-length framed ³⁄16" float plate leaning glass mirror. Attach cleat securely at top and bottom per the Hotel Design drawings to lean 3" from wall.

• Artwork - Framed and matted artwork must coordinate with overall décor package per Interior Design specifications. - Frames to be wood, urethane or polystyrene with miter-cut corners, glued and “V” nailed, and a security mount device to prevent theft. Visible screws are not permitted. - Glass to be 19 oz. clear with a minimum of ³⁄32" thickness - Artwork locations to be per prototypical drawings


500-30

I nterior D esign

G uest S uite

509

• Lighting - Decorative surface mounted “welcome light” fixture centered on entry door. - Guest rooms with two beds – lamps at bedside must provide a minimum of 1700 lumens per socket, typically with a 42W flourescent spiral bulb. - Guest rooms with one bed – lamps at bedside must provide a minimum of 1700 lumens, typically with a 42W fluorescent spiral bulb. - Desk lamp must provide a minimum of 1700 lumens, typically with a 42W fluorescent spiral bulb. - Table/floor lamps must have weighted bases and be UL rated and labeled. - Floor lamps are not permitted in Accessible Suites; substitute an end table and table lamp. - Lampshades to be translucent white; verify shade dimensions with lamp specification - Two (2) sconces over loveseat sofa; bulbs as per specified for specific fixture • Window Covering - Mock roman valance - One (1) stationary floor-length side panel - One-way traversing sheer - One-way traversing blackout - Executive King Suites and Two Bedroom Suites at Towers to have cornice, operable floor length sheer panels and operable floor length blackout lined drapery 509.04 Guest Suite Finishes Consult the Interior Design Finish Schedule for complete specifications. Required materials include: • Floor Carpet over specified pad • Base Carpet base with bound edge • Walls Vinyl wall covering • Doors - Stain finish on door to match casegoods; entry door to match espresso finish; bath and closet doors and connector doors to be stained light maple to match light maple stain on desk. - Semigloss paint finish on frame • Ceiling Flat latex paint finish; popcorn or orange peel knockdown texture


500-31

I nterior D esign

G uest S uite

509

509.05 Guest Suite Finish Standards Consult the Interior Design Finish Schedule for complete specifications. • Carpet - Must meet all local, state and national flammability code requirements, labeled Class A - Minimum carpet standard of 32 oz. cut/loop pile - Content to be 100% solution dyed nylon - Soil inhibitors to be applied during fiber fabrication. Application of inhibitors using a topical process is not allowed. - Must be installed over padding. • Carpet pad - 100% synthetic fiber, minimum density is 6.7 lbs./cubic foot - Prototypical weight of 24 oz./square yard • Base - Carpet base must match field carpet and conform to all flammability standards. Bound edge must be in coordinating thread. - Height must be 2 ½" minimum; 4" is preferred. • Vinyl Wall Covering - Must meet all local and state flammability and toxicity code requirements; including but not limited to ASTM-E-84, labeled Class A. - Must be commercial/hospitality quality, meeting durability standard ASTM-E, 793-82 - Minimum Type 1, 54" wide - Minimum weight of 15 oz./linear yard • Drapery - Fabrics must meet governing local flammability requirements. If none is in place, must meet NFPA 701 at a minimum. - All fabrics must be lined with white, fire-retardant lining.


500-32

I nterior D esign

G uest S uite

509

509.06 Guest Suite Furniture, Fixtures & Equipment Schedule Guest Suite Furniture, Fixtures & Equipment King Suite

Double Queen Suite

One Bedroom Suite

Executive King Suites

Access King Suite

Access Double Queen Suite

Access One Bedroom Suite

Two Bedroom Suite at Tower

•

•

Access King Suite II Soft Goods King Bed Base/Mattress/Box Spring/Duvet/ Bedskirt

•

Queen Bed Base/Mattress/Box Spring/Duvet/ Bedskirt

• • Excludes Access King Suite

•

•

•

Sleep Sofa with 2 Pillows

•

•

•

•

Upholstered Bench

•

•

•

•

Upholstered Ottoman

•

•

•

•

Bolster Pillow (1 per bed)

•

•

•

•

Headboard

•

•

•

•

Night Stand(s)

•

•

•

•

Writing Desk on castors w/Ergonomic Chair

•

•

•

•

•

•

•

Upholstered Lounge Chair(s)

Casegoods

Console Table(s) Three Drawer Chest

•

•

•

•

Hospitality Center including undercounter appliances within the millwork design per the Interior Design specifications

•

•

•

•

Hospitality Bar with mosaic wall tile, undercounter appliances within millwork design

•

Miscellaneous Fixtures/Furnishings 32" Flat Panel LCD Television w/Base

•

•

•

•

32" Flat Panel LCD Television – Wall Mount

•

•

•

•

Radio w/Alarm Clock/MP3 Player

•

•

•

•

Table and Desk Lamp(s) w/Shade

•

•

•

•

Full-length Leaning Framed Mirror

•

•

•

•

Framed Artwork

•

•

•

•

Accessories at Grid Wall

•

•

•

•

Television Cloning Unit

•

•

•

•

Wooden Trays (3 per suite)

•

•

•

•

Media Hub/Connectivity Panel

•

•

•

•

Ironing Board & Caddy

•

•

•

•

Fabric Shower Curtain with Liner

•

•

•

•


500-33

I nterior D esign

G uest S uite

509

Guest Suite Furniture, Fixtures & Equipment King Suite

Double Queen Suite

One Bedroom Suite

Executive King Suites

Access King Suite Access King Suite II

Access Double Queen Suite

Access One Bedroom Suite

Two Bedroom Suite at Tower

Ceiling Fixture Entry

•

•

•

•

Floor Lamp

•

•

•

•

Desk Lamp

•

•

•

•

Nightstand Lamps

•

•

•

•

Sconces at Sofa

•

•

•

•

Lighting

Pendant Over Hospitality Bar Pendant Over Hospitality Center

• •

•

•

Consult the Specifications and the Product Design Drawings for complete information regarding the Guest Room FF&E.


500-34

I nterior D esign

G uest bath

510

510.00 Guest Bath 510.01 Guest Bath Fixtures and Furnishings • Softgoods - Shower curtain: 72" x 72" voile sheer with chrome grommets (ADA 72" x 78") - Shower curtain liner: Washable, white, 10-gauge, durable waterproof vinyl or nylon with chrome grommets. Must be chemically treated for bacteria, fungus and mildew resistance. Must meet or exceed all local, state and federal flammability requirements. Standard 6' 0" x 6' 0" size. No side or bottom hems to hinder run-off of water. Reinforced header with rustproof metal grommets. - Shower curtain hooks of stainless steel roller ball design, 12 count • Accessories - Bath fixtures must be polished chrome (refer to the bath/plumbing matrix) - Custom vanity, as specified, supplied as a unit to include: - Stained wood framed vanity mirror of ¼" distortion free float plate glass as specified - Stained wood millwork wall shelf unit with three (3) tempered glass shelves - Custom vessel vanity top surface-mounted sink - Magnifying swing mirror mounted on wall - Curved shower rod required (straight rod permitted at Accessible Suites) • Artwork - Framed and matted artwork coordinates with overall décor package as specified by Interior Design - Mount artwork and mirror using security hardware to prevent theft or damage - To be mounted above toilet • Lighting - Recessed down light fixture at tub; moisture rated - Two (2) vanity sconces - One vanity bar fixture at Accessible Suites - Vanity fixture to provide a minimum of 1700 lumens See Architecture & Engineering Standards, Guest Bath, Section 409.01.


500-35

I nterior D esign

G uest bath

510

510.02 Guest Bath Finishes Consult the Interior Design Finish Schedule for complete details and color sequence. Required materials include: • Floor - 6" x12" porcelain tile - Marble threshold full width of door - Shower base prefabricated for shower option • Base 4" x 12" porcelain tile base with bull nose edge • Walls Vinyl wall covering • Door - Stain finish on door must be light maple to match light maple stain on desk - Semigloss paint finish on frame • Ceiling Flat latex paint finish over non-textured gypsum board • Tub Surround - Prefabricated engineered stone or specified, simulated tile surround, including alcove seat - Alternate porcelain tile – 6" x 12" • Shower (King Suites) - Walls to be 6" x 12" porcelain tile - Accent decorative glass mosaic tile design on back wall of shower See Architecture & Engineering Standards, Guest Bath, Section 409.01. 510.03 Guest Bath Finish Standards Consult the Interior Design Finish Schedule for complete details and color sequence. • Porcelain Tile

Required materials include: - Porcelain floor tile rated for commercial/hospitality use - Minimum Hardness rating of 7 per MOH’s scale - Coefficient of slip rating (COF) to be greater than or equal to 0.6 when wet per ASTM #C1028 - Grout joints to be a maximum of ¼"; ¹⁄8" preferred - Grout to be shrink proof, colorfast and sealed


500-36

I nterior D esign

G uest bath

510

• Porcelain Tile Base

Required materials include:

Base to meet same rating standards as porcelain floor tile. Provide a finished bull nose edge at top surface.

• Prefabricated shower base as specified • Vinyl Wall Covering

Required materials include: - Must meet all local and state flammability and toxicity code requirements; including but not limited to ASTM-E-84, labeled Class A. - Must be a commercial/hospitality quality, meeting durability standard ASTM-E 793-82. - Minimum Type 1, 54" wide - Weight of 15 oz./linear yard

See Architecture & Engineering Standards, Guest Bath, Section 409.01.


500-37

I nterior D esign

G uest S uite / bath

511

511.00 Guest Suite/Bath FF&E 511.01 Guest Suite/Bath Furniture, Fixtures & Equipment Schedule Consult the the Interior Design Specifications and the Product Design Drawings for complete information regarding the Guest Suite Materials. Guest Room/Bath Furniture, Fixures & Equipment Guest Suite

Guest Bath

Floor Porcelain Tile Carpet

• •

Cultured Marble Threshold

•

Base Porcelain Tile Carpet

• •


•

Moisture Resistant Gypsum Wall Board w/Vinyl Wall Covering

•

Vanity & Hospitality Center Granite Counter

•

•

Tub/Shower Surround Engineered Stone – Acrylic or Fiberglass not permitted

•

Porcelain Tile at Showers

•

Sill Engineered Stone/Granite optional

•

Ceiling Gypsum Board – Textured

•

Moisture Resistant Gypsum Board – Non-textured

•

Doors – Rated per Code Guest Suite Entry • 3'-0" x 6'-8" Solid Core EspressoWood Stain (to match grid wall) Finish • Hardware to include but not limited to: Electronic lock system, including a 1" mortise dead bolt style lock, one (1) door viewer, two (2) door viewers at Access. Units, concealed automatic closer device, hasp type night latch, doorstop and optional rubber threshold.

•

Closet • Accessible Suites – (2) 1'-6" x 6'-8" Hollow Core Clear Maple Wood Stain Finish All other suites – (1) 3'-0" x 6'-8" Hollow Core Clear Maple Wood Stain Finish • Hardware to include but not limited to: Passage set and doorstop.

•

Bath Entry • 3'-0" x 6'-8" Solid Core Clear Maple Wood Stain Finish

•

• Hardware to include, but not limited to: Privacy set, doorstop and marble threshold. Lock must have safety feature allowing release from guest room side of door. Connector • 3'-0" x 6'-8" Solid Core Double Leaf Clear Maple Wood Stain Finish • Hardware to include, but not limited to: Heavy-duty dead bolt at guest room side. Must lock automatically upon closing; dummy trim on the inside of the connector, thumb turn mortise dead bolt, doorstop and recommended rubber threshold. Surface mounted slide bolts are not permitted.

•

Frame Hollow Metal w/Sound Insulating Foam Paint Finish (knockdown not permitted)


•

•

500-38

I nterior D esign

B ack of house administration

512

512.00 Back of House Administration 512.01 Employee Break Room Required materials include: • Floor Vinyl composition tile • Base Rubber base • Walls Vinyl wall covering • Counter/Cabinet Plastic laminate base cabinets, wall cabinets and counter top with backsplash • Door - Stain finish on entry door from corridor to match lobby wall panel system - Semigloss paint finish on frame • Window Covering 2" wood blinds with matching valance and standard cord controls • Furniture, Fixtures and Equipment - Continuous frame chrome stacking chairs - 42" diameter dining table with laminate top and matching edge - Wall mounted time clock - Lockers - Refrigerator and microwave - Artwork, one (1) See Architecture & Engineering Standards, Employee Break Room, Section 401.01 for architectural specifications. 512.02 Employee Restroom Required materials include: • Floor Porcelain tile • Base Porcelain tile • Walls Vinyl wall covering


500-39

I nterior D esign


512

• Door Semigloss paint finish on doors and frames • Furniture, Fixtures and Equipment Framed vanity mirror See Back of House Furniture, Fixtures & Equipment Schedule See Architecture & Engineering Standards, Employee Rest Room, Section 410.02 for Architectural specifications. 512.03 Work Room Required materials include: • Floor Carpet over specified pad • Base Rubber base • Walls Vinyl wall covering • Counter/Cabinet - Plastic laminate wall and base cabinets - Plastic laminate counter and backsplash • Door - Paint finish on doors and frames not directly off the corridor - Stain finish on door(s) directly off the corridor, or in view of the guest - Semigloss enamel paint finish on frames • Furniture, Fixtures and Equipment - 4-drawer lateral file cabinets, non-locking - Upholstered task chairs with hooded casters See Back of House Furniture, Fixtures & Equipment Schedule. See Architecture & Engineering Standards, Workroom, Section 410.03 for architectural specifications. 512.04 Offices Required materials include: • Floor Carpet over specified pad • Base Rubber base


500-40

I nterior D esign


512

• Walls Vinyl wall covering • Door - Semigloss paint finish on frames not directly off the corridor - Stain finish on door(s) directly off corridor, or in view of guest • Window Covering - 2" wood blinds with matching valance and standard cord controls - Interior side light windows to be covered by 1" aluminum blinds • Furniture, Fixtures and Equipment - Upholstered office task chair with hooded casters. Size to be 26"W x 26.25"D x 35.5"H. - Stationary upholstered guest chair, measuring 23.5"W x 25.5"D x 32.5"H. - Double pedestal desk with slide out shelves for computer keyboard and side tray. CPU compartment with door. Size to be 60"W x 30"D x 29.5"H. - 4-drawer lateral file cabinets, non-locking See Back of House Furniture, Fixtures & Equipment Schedule See Architecture & Engineering Standards, Administrative Staff Offices, Section 410.05 for architectural specifications.


500-41

I nterior D esign

B ack of house F ood S ervice

513

513.00 Back of House Food Service 513.01 Kitchen - Food Preparation Required materials include: • Floor Quarry tile • Base 4" quarry tile base • Walls - Ceramic tile, fiber reinforced plastic or stainless steel to 6'-0" AFF height with epoxy paint finish above, or per local code requirements - Corner guards measuring 2" with ¼" radius on all corners. Mount full height from base to ceiling. • Counter/Cabinet Plastic laminate wall, counter and base cabinets where metal cabinets do not exist • Door Brushed stainless steel double acting doors with round glass window See Architecture & Engineering Standards, Kitchen – Food Preparation, Section 411.01 for architectural specifications.


500-42

I nterior D esign

B ack of H ouse housekeeping

514

514.00 Back of House Housekeeping 514.01 Laundry/Linen Storage Required materials include: • Floor Sealed Concrete • Base 4" rubber cove base • Walls - Semigloss paint - Corner guards measuring 2" with ¼" radius on all corners; mount full height from base to ceiling • Door - Door to be stained wood to match guest suite door finish - Painted semigloss frames - Interior doors to be painted; semigloss and frames See Architecture & Engineering Standards, Laundry/Linen Storage, Section 412.01 for architectural specifications. 514.02 Auxiliary Linen Storage – Floors 2 and Above Required materials include: • Floor Sealed concrete • Base 4" rubber cove base • Walls - Semigloss paint - Corner guards measuring 2" with ¼" radius on all corners. Mount full height from base to ceiling. • Door - Stain finish on doors, to match guest suite door finish - Semigloss paint finish on frames • Ceiling Flat latex textured paint finish over gypsum board See Architecture & Engineering Standards, Auxiliary Linen Storage (Upper Floor), Section 412.02 for Architectural specifications.


500-43

I nterior D esign

B A ck of H ouse F inish / F F & E

515

515.00 Back of House Finish Standards Any deviations from standards require prior written permission from Cambria Suites Interior Design department.

515.01 Vinyl Wall Covering • Vinyl wall covering must be commercial/hospitality quality, meeting durability standard ASTM-E, 793-82. • The minimum requirement is Type II, 54" wide. • The minimum weight is 21 oz. per linear yard. 515.02 Carpet • Carpet must meet all local, state and national flammability code requirements. • The minimum carpet standard is 32 oz. tufted loop. • The content must be 100% solution dyed nylon. • Soil inhibitors must be applied during fiber fabrication. Application of inhibitors using a topical process is not allowed. 515.03 Carpet Pad • Carpet pads must be 100% synthetic fiber minimum density 6.7 lbs./cubic foot • The prototypical weight is 24 oz./square yard. 515.04 Porcelain Tile • Porcelain floor tile must be rated for commercial/hospitality use. • Porcelain tile must have a Hardness rating of a 7 minimum, per MOH’s Scale. • The coefficient of slip rating (COF) must be greater than or equal to 0.6 when wet, per ASTM #C1028. • Grout joints to be a maximum of ¼"; ¹⁄8" preferred. • Grout must be shrink proof, colorfast and sealed. 515.05 Vinyl Composition Tile • Vinyl composition tile must meet all local flammability code requirements. • The subfloor must be prepared per manufacturer’s direction to ensure proper installation and performance. • The minimum thickness is .085".


500-44

I nterior D esign


515

515.06 Back of House Furniture, Fixtures & Equipment Schedule Consult the Interior Design Specifications and the Product Design Drawings for complete information regarding the Back of House Materials. Back of House Furniture, Fixtures & Equipment Employee Break Room

Employee Restroom

Work Room

Offices

Food Preparation

Laundry/ Linen Storage

Auxiliary Linen

•

•

•

•

•

•

•

•

•

•

Floor • Porcelain

Quarry/Porcelain Tile Vinyl

• Quarry

•

Carpet

•

•

Concrete Base Rubber Base

•

•

•

Carpet Quarry/Porcelain Tile

•

•

Counter/Cabinets Plastic Laminate Counter w/Backsplash

•

•

*

Plastic Laminate Base/ Wall Cabinets

•

•

*

Metal Cabinets

•


•

•

•

•

Gypsum Board w/Paint Ceramic Tile, Reinforced Panels, or Stainless Steel Panels

•

Doors 3'-0" x 6'-8" Solid Core Wood

•

•

•

•

Stainless Steel

•

Frame Hollow Metal w/Sound Insulating Foam

•

•

•

•

•

Soft Goods Guest Chair(s)

•

Case Goods Round Table with Stacking Chairs

•

Double Pedestal Desk

•

Miscellaneous Fixtures/Furnishings * See Kitchen and Equipment Schedule All grout to be sealed in all applications


500-45

I nterior D esign


515

Back of House Furniture, Fixtures & Equipment Employee Break Room

Employee Restroom

Ergonomic Task Chair

Work Room

Offices

•

•

Food Preparation

Laundry/ Linen Storage

Linen Carts & Mobile Shelving

•

Folding Tables

•

Sheet Folder

•

Linen Chute Receptacle

•

Lateral File Cabinets Time Clock

Auxiliary Linen

•

•

•

Framed Vanity Mirror

•

Lockers

•

Refrigerator & Microwave

•

Framed Artwork

•

•

•

•

Window Covering 2" Wood Blinds with Matching Valance & Standard Cord Controls 1” Aluminum Miniblinds, Standard Valance & Controls at Sidelights


•

500-46


Symbols 100% Satisfaction Guarantee 100-4, 100-84, 3001 911 Calls 300-14, 300-15

A Accessible Double Queen Suites 500-28 Accessible One Bedroom Suite 500-28 ADA Compliance 100-6, 100-71 Administration Areas 400-46, 500-39 Adobe Acrobat Reader iv Advance Deposit 100-76 Advertising Material 100-47, 200-1 Air Conditioning 400-60 Airline Frequent Traveler Program 200-2 Airport Designation 100-80 Air Quality 100-43 Alcohol Awareness 100-14 Amenities 100-45, 100-55, 100-57, 100-71, 100-92 Animals 100-7 Artwork 500-22, 500-30 ATM 100-32 Audio/Visual Equipment 100-93 Audio/Visual Technician Service 100-94 Automated Travel Management 300-1

B Baby Equipment 100-40 Back of House Circulation 400-55 Baggage. See Luggage Bandwidth 300-6 Banquets 100-90 Banquet Table Settings 100-95 Barista Bar 100-86, 100-87, 400-22 Bath Mat 100-58 Bathroom, Guest 100-57, 400-43, 500-35 Bath Towels. See Towels Bed Base 500-28 Bedding 100-49, 500-28 Bed Skirt 100-49 Best Internet Rate Guarantee 200-10 Beverage Lists 100-83 Beverage Service 100-87, 100-94 Bible 100-47 Billboards 200-13 Blanket 100-52, 100-54 Board Room 100-93, 400-24, 500-11, 500-23 Bottled Water 100-63

C A mbria S uites

Box Springs 100-54, 500-28 Brand Identity 200-6 Brand Standards Compliance Program 100-19 Breakfast Buffet Area Architecture and Engineering 400-19 Interior Design 500-8 Service 100-86 Break Room 400-46, 500-39, 500-45 Break Station, Meetings 100-94 Brochures 100-30, 100-47, 200-1 Buffet 100-95. See Breakfast Buffet Building Characteristics 400-9 Business Center 100-31, 300-8

C Call Accounting System 300-17 Call Routing 300-16 Cambria Pledge – Unconditional Guest Satisfaction Guarantee 100-4, 100-12 Cambria Suites Food & Beverage Operations Manual 100-82, 100-87, 100-88, 100-89, 100-95 Carpet & Carpet Base 500-20, 500-31, 500-32, 500-44 Casegoods 100-44, 500-21, 500-29 Cash Value Coupons 200-4 Catering 100-95 Central Reservation System (CRS) 200-21 Channel Guide 100-47 Channel Selection 100-7 Check-In 100-67, 100-68 Check-Out 100-67, 100-72 Choice Central Reservation System (CRS) 200-21 Choice Employee Rate 100-78 Choice Privileges® Program 200-1 Circulation 400-55 Cleanliness 100-29 Clock Radio 100-47 Co-Branding 200-5 Code Compliance 400-65 Coffee Maker 100-46 Coffee Package Organizer 100-46 Coffee Service Banquets and Meetings 100-94 Supplies 100-46 Coffee & Tea Presentation Tray 100-46 Comment Card 100-9, 100-47 Communications, Written 100-2 Complaints, Guest 100-2, 100-4 Compliance Program v, 100-19 Computer Connectivity 300-6 Conditioner 100-55

Index-1


Conference Room 400-25, 500-11, 500-23 Construction Signs 200-14 Contacts, Choice Hotels viii Convenience Store-Retail Services. See Refill Convenience Store Convention & Regional Meetings 100-15 Corridor 100-34, 400-28 Corridors 500-13, 500-23 Coupons, Cash Value 200-4 Courtesy Vehicles 100-80 Credit Cards 100-68, 100-76 Cribs 100-40 CRS 100-77

D Data Cabling Infrastructure 300-8 Deep Cleaning 100-43 De-Identification 100-21 Desk Tray 100-47 Directory, Guest 200-4 Directory, Telephone 300-14 Disabled Guests 100-71 DMX MUSIC Distributed Audio Standards 30011 Documentation Building Certifications, Code Requirements 100-18 Suite Inspection 100-42 Training 100-5, 100-13, 100-15, 100-85 Do Not Disturb Card 100-46 Do Not Disturb Services 100-40 Door Hanger 100-40 Double Queen Suites 500-28 Dry Cleaning 100-42 Dumpster 400-2

E Electrical Room 400-57 Elevator 100-33, 400-15, 400-55, 500-5, 500-13, 500-23 Elevator Equipment Room 400-59 E-mail 300-5 Emergency Calls 300-13, 300-14 Emergency Exit/Evacuation 400-64 Emergency Procedures 100-24 Emergency Telephone Number List 100-24 Employees. See Team Members Energy Management Systems 100-34 Engineering 400-56 Entrance, Front. See Welcome Area

C A mbria S uites

Entry Door 100-23 Executive King Suite at Tower 500-28 Exit 400-64 Exterior 100-27

F Facility Standards 100-27 Family Plan 100-76 Fax Machine 100-70 FCC Regulations 300-17 Fencing 400-4 FF&E 500-29, 500-33, 500-38, 500-45 Finishes 500-31, 500-36 Finish Standards 500-20, 500-32, 500-36, 500-44 Fitness Club 100-60, 400-34, 500-18. See also Refresh Recreation Center Fitness Equipment 100-62 Flag Poles 400-3 Flags 100-28 Flooring 500-20, 500-31 Floors 100-44 Food & Beverage Banquets and Meeting Service 100-90 Standards 100-82 Team Member Training 100-13 Food & Beverage Operations Manual. See Cambria Suites Food & Beverage Operations Food Service Areas 400-19, 400-51, 500-8, 50042 Franchise Agreement 100-19, 100-21, 200-6, 200-8, 200-20, 300-1 Furniture 100-44, 500-21, 500-29, 500-45

G General Manager 100-14 General Manager Hot Line 300-16 General Site 400-1 Gift Cards 200-3 Guarantee 100-4 Guest Laundry. See Laundry Guest Messages 100-3 Guest Requests 100-71 Guest Service Agent Training 100-13 Guest Services Areas 400-30, 500-16 Guest Services Directory 100-8, 100-46, 100-47 Guest Suite. See Suite

Index-2


H Hairdryer 100-56 Handrails 400-4 Hand Towels. See Towels Hangers 100-45 Hardscape Requirements 400-2 Heating 400-60 High-Speed Internet Access (HSIA) 300-3 Hotel Sales & Catering Pro Automation Software 300-2 Hotel Service Pro Automation Software 300-2 Hours of Operation 100-60, 100-85 Housekeeping Areas 400-52, 500-43 Service 100-38 HVAC 100-43, 400-60

Lighting, Light Fixtures 100-35, 100-44, 400-8, 500-22, 500-31 Linen 100-45, 100-49, 100-91 Storage 400-52, 500-43, 500-45 Lobby 100-30, 400-11, 400-13, 500-2, 500-4, 500-23 Long Distance Network Access 300-17 Lost and Found Services 100-41 Lotion 100-55 Luggage Claim Checks 100-70 Storage 100-69, 400-18, 500-6 Luggage Carts 100-69, 400-18, 500-6 Storage 500-23 Luggage Rack 100-48

M I Ice Container 100-45 Ice Machine 100-34, 500-16 Identity 200-6 Infant Supplies 100-40 Inspections vii, 100-19 Failed 100-20 Insurance 100-25 Construction Requirements 400-65 Interior Design Process 500-1 Internet Web Sites 200-9 Iron 100-45 Ironing Board 100-45 Irrigation 400-7

K Keycards 100-23 King Suite 500-28 Kitchen 400-51, 500-42, 500-45

L Landscape Requirements 400-5 Laundry Guest 400-30, 500-16, 500-23 Service 100-42 Storage 400-52, 500-43, 500-45 Laundry Bag and Ticket 100-45 Legal/Life Safety Notices 100-30, 100-47 Life Safety Systems 100-22, 400-63 Lighting Levels 100-35, 500-31

C A mbria S uites

Magazines 100-30, 100-63 Maintenance 100-29, 100-38 Management 100-10, 100-16 Manager on Duty 100-13 Map 100-2, 100-67 Marketing Material 100-30, 100-47 Marketing Programs 200-1 Mattress 100-54, 500-28 Mattress Pad 100-50 Mechanical Room 400-58 Media Hub 100-47 Media Wall 400-11 Meeting Planner Kit 100-92 Meeting Room 100-90, 100-93, 300-12, 400-24, 500-11 Meetings 100-15, 100-90 Meeting Space. See Meeting Room, Board Room, Conference Room Menus and Beverage Lists 100-83 Messages, Guest 100-3 Microwave Oven 100-48 Mirror 500-30 Mouthwash 100-56 Movies 300-10 Mugs 100-45 Music 100-31, 300-11. See also DMX MUSIC Distributed Audio Standards

Index-3


N Nametag 100-11, 100-17 Napkins, Dinner 100-91 Network Access Requirements 300-17 Newspaper 100-30, 100-63, 100-70 No Show Policy 100-76 Note Pad 100-46

O Office 500-40, 500-45 Administrative Staff 300-10, 400-49 Engineer/Maintenance 400-57 Manager’s 400-49 Sales 400-50 On-Demand Movies and Video Games 300-10 On Property Residence 100-37 Opening Requirements 100-16 Operating Supplies and Equipment (OS&E) 10083 Orientation, Architectural/Owner 400-68 Owner’s Awareness Workshop 100-14

P Paging 300-16 Parking Area 100-27, 400-2 PAR Levels 100-58 Payment 100-68, 100-76 PBX 300-13 Pen 100-46 Periodicals. See Newspaper, Magazines Pet Policy 100-7 Phones. See Telephone Photography Standards 200-15 Pictures 500-22, 500-30 Pillowcases 100-51 Pillows 100-52, 100-53, 100-54 Play Yards 100-40 Plumbing 400-61 Point of Sale System 300-2 Pool 100-64, 400-35, 400-56, 500-19, 500-23 Porcelain Tile. See Tile & Base Pre-Opening Requirements 400-76 Programs, Marketing 200-1 Project and Construction Management 400-65 Promotional Materials 100-47 Property Management & Reservation System 3001 Public Address Systems 300-16 Public Area Phones. See Telephones (House)

C A mbria S uites

Public Restrooms. See Restroom Public Space Circulation 400-27, 500-13 Public Space Finish Standards 500-20

Q Qualified Vendors. See Vendors, Qualified Quality Assurance 100-16

R Rack Card 100-30 Radio 100-47 Ramps 400-4 Rates 100-74, 200-4 Reader Board 100-32 Reception Desk 300-10, 500-23 Architecture and Engineering 400-14 Interior Design 500-3 Protocol, Service, Appearance, Staffing 100-66 Team Member Training 100-13 Reception Lobby 400-13, 500-4 Refill Convenience Store 100-72, 100-86, 100-89, 400-17, 500-6, 500-23 Reflect Dining 100-86, 400-19, 500-23 Refresh Recreation Center 100-60, 400-33, 50017, 500-23 Refrigerator 100-48 Refund 100-5 Registration 100-67, 100-68 Relocation Policy 100-78 Reservations 100-74, 100-75, 100-77 Residence 100-37 Restroom Employee 400-47, 500-39, 500-45 Public 100-33, 400-16, 500-5, 500-23 Rewards Program. See Choice Privileges Program Risk Control 100-22 Rollaway Beds 100-41 Room Service 100-88

Index-4


S Safe Deposit Boxes 100-21, 100-23 Safe Deposit Room 500-23 Safes 100-24 Satisfaction Guarantee 100-12 Scent Program 100-34 Security 100-3, 100-22, 300-5 Service Animals 100-7 Service Marks & Usage 200-6 Service Standards 100-1 Shampoo 100-55 Sheets 100-50 Shoe Mitt 100-56 Shower Cap 100-56 Shower Curtain 100-55 Shower Curtain Rod 100-58 Signage 100-21, 100-28, 100-31, 200-12, 20020, 400-10 Meeting Rooms 100-90 Refresh Center 100-60 User Assumes All Risk 400-8 Site 400-1 Smoking 100-29 Soap 100-55 Soap Dish 100-55 Softgoods 500-30, 500-35 Soundproofing 100-31 Sound Transmission Coefficient (STC) 400-60 Spa 400-33, 400-37, 500-17, 500-23 Staff. See Team Members Stairs/Stairwells 100-33, 400-4, 400-29, 500-14, 500-23 Standards Manual iv, v Storage Areas 100-34, 500-6, 500-43, 500-45 Storage Bag 100-53 Suitcases. See Luggage Suite 100-6, 100-45, 300-9, 400-39, 500-28 Suite Service, Food & Beverage 100-88 Sundry. See Refill Convenience Store Sundry Products. See Refill Convenience Store Swimming Pool. See Pool Switchboard 300-13 System Information 400-60

Complimentary Accommodations 100-73 Employee Rate 100-78 Facility Standards 100-27 Opening Requirements 100-16 Training 100-4, 100-10 Vehicle Drivers 100-81 Teamwork 100-2 Telecommunications 300-13 Telephone 300-13 Etiquette 100-2 House 100-32, 100-60, 300-15 Switchboard 300-13 Telephone Directory 100-47, 300-14 Telephone Equipment Room 400-57 Telephone Number List 100-24 Television 100-47 Channel Guide 100-47 Channel Selection 100-7 Refresh Center 100-63 Tile & Base 500-21, 500-36, 500-44 Tips 100-9 Tissue Facial 100-55 Toilet 100-55 Towels (Terry) 100-57, 100-63, 100-65 Tower Suites 400-40 Training Director of Sales 100-15 Emergency 100-24 General Manager 100-14 Owners 100-14 Team Members 100-4, 100-10, 100-16 Transportation Services 100-80 Trash Enclosure 400-2 Trash Receptacles 400-4 Tumblers 100-45 Two Bedroom Suite at Tower 500-28

U Unconditional Satisfaction Guarantee 100-12 Universal Service Standards 100-1 Upholstery Fabric 500-21

T Tablecloths 100-91 Table of Contents iv Table Settings 100-91, 100-95 Team Members Appearance and Grooming 100-11 Behavior 100-1, 100-11

C A mbria S uites

Index-5


V Vanity Kit 100-56 Vans. See Vehicles Vehicles Graphic Standards 200-19 Transportation Services 100-80 Vending Areas 100-34, 400-31, 500-16, 500-23 Vendors, Qualified 100-82, 100-93, 100-95, 20020, 300-2 Ventilation 400-60 Vents 100-44 Vestibule 400-11, 500-2, 500-23 Video Cabling Infrastructure 300-8 Video Games 300-10 Voice, Data and Video Cabling Infrastructure 3008 Voice Mail 100-2, 300-12, 300-15 Voice Messaging Systems. See Voice Mail Vouchers, Cash Value Coupons 200-4

W Waiver Requests 100-21 Wake-up Calls 100-4 Wall Covering 100-44, 500-20, 500-31, 500-32, 500-37, 500-44 Walls 100-44 Wash Cloth 100-58 Wastebasket 100-45, 100-56 Water, Bottled 100-63 Water Cooler 100-63 Web Sites 200-9 Welcome Area 400-11, 500-2 Welcome Call 100-69 Window Covering 100-44, 500-21, 500-31 Windows 100-44 Work Room 400-48, 500-40, 500-45 Written Communications 100-2

Y Yellow Pages 100-47

C A mbria S uites

Index-6

CA_Brand_Standards_Manual

Recommend Documents