Delphi.fdc Data Entry Standards Guide Last update: 22 March 2021 Page 1 Delphi.fdc Data Entry Standards Guide © 2017 Hilton Confidential & Proprietary Delphi.fdc Data Entry Standards Guide Last update: 22 March 2021 Page 2 Document Information Document Name Delphi.fdc System Usage Guide Geographic Scope US Latin America & Caribbean Canada Europe Asia Pacific Middle East & Africa Brand Scope Waldorf Astoria Conrad Hilton Doubletree by Hilton Embassy Suites Hilton Garden Inn Hampton Homewood Suites Home2 Hilton Grand Vacations Canopy Curio Tru LXR Hotels & Resorts Motto by Hilton Signia Hilton Applications OnQ PM OnQ R&I GEM Horizon Opera Delphi DMPE OnQ RMS OnQ FMS GRO OnQ SM Opportunity Management Engine & Scout Global Sales Reimbursement Engine Operations Audit Property Interfaces POS RAPID OnQ Sales & Events MeetingBroker Delphi.fdc Hotel Performance Dashboard Document Owner This document is owned by RM Products & Solutions Original Authors Mandi Blackford & Carrie LaFleur © 2017 Hilton Confidential & Proprietary Delphi.fdc Data Entry Standards Guide Last update: 22 March 2021 Page 3 Amendments Date Who Description New Version 8/26/19 Austen Updated with latest business processes 3/22 /2021 Austen Updated with latest business processes and R40 Updates Overview PURPOSE This How Do I? explains the Hilton system usage standards for Delphi.fdc TARGET AUDIENCE • Property Sales, Catering & Events Users QUESTION AFTER READING THIS DOCUMENT If you have un - answered questions after reading this document, please contact: Delphifdcadmin@hilton.com Clearly reference the section you are referring to in any correspondence. OTHER RELATED DOCUMENTS • Embedded Delphi.fdc Online Training • Delphi.fdc page in the Sales Systems Library on the Lobby for more information. © 2017 Hilton Confidential & Proprietary Delphi.fdc Data Entry Standards Guide Last update: 22 March 2021 Page 4 Contents 1 Accounts ................................ ................................ ................................ ................................ ................. 5 1.1 Account Data Entry Standards ................................ ................................ ................................ ......... 5 2 Contacts ................................ ................................ ................................ ................................ ................. 7 2.1 Contact Data Entry Standards ................................ ................................ ................................ ......... 7 3 Communications ................................ ................................ ................................ ................................ ... 11 3.1 Activities ................................ ................................ ................................ ................................ ......... 11 3.2 Tasks ................................ ................................ ................................ ................................ .............. 12 4 Inquiries ................................ ................................ ................................ ................................ ................ 15 5 Group & Event Execution – Bookings ................................ ................................ ................................ .. 17 5.1 Booking Data Entry Standards ................................ ................................ ................................ ....... 19 5.2 Booking Status ................................ ................................ ................................ ............................... 23 5.3 Block Guestrooms ................................ ................................ ................................ .......................... 24 5.4 Booking Event Data Entry Standards ................................ ................................ ............................ 25 6 Volume Contracts ................................ ................................ ................................ ................................ 26 6.1 Volume Contract Entry Standards ................................ ................................ ................................ 26 7 Appendix A – Market Segments ................................ ................................ ................................ .......... 28 8 Appendix B – Industry Codes ................................ ................................ ................................ .............. 30 9 Appendix C - Business Classification ................................ ................................ ................................ .. 36 10 Appendix D – Lead Sources ................................ ................................ ................................ ................ 37 11 Appendix E – Booking Type ................................ ................................ ................................ ................ 39 12 Appendix F – Lost Business Reasons – Group ................................ ................................ ................... 40 13 Appendix G – Lost Business Reasons - Transient ................................ ................................ .............. 42 14 Appendix H – Meeting Class ................................ ................................ ................................ ............... 43 15 Appendix I – Activity Types & Sub - Types ................................ ................................ ............................ 44 16 Appendix J – Revenue Classifications.............................................................................. ..49 © 2017 Hilton Confidential & Proprietary Delphi.fdc Data Entry Standards Guide Last update: 22 March 2021 Page 5 1 Accounts Key Concepts for Accounts: • Always search for an existing account before creating a new one. • One account per address location. If working with the same company but the Contact’s address is different, use the existing account and enter the new address in the Contact. • New Accounts: created only if a booking goes to Prospect status and the account has repeat potential. Until then, create an Inquiry in a temporary account. • If you find a duplicate account or create one by mistake, notify your Property Administrator. • Mandatory fields (except Generic Accounts): name, addr ess, market segment, industry code, lead source. • Complete Account Details and Alternate Language Details must be completed as needed. 1.1 Account Data Entry Standards Mandatory Fields Field Name Standard Account Information Account Name Record the full account name in English using proper casing. • Account names must be entered as per the business card/letterhead/e - mail signature. • The account name must be written in full, e.g. British Telecom Limited. • Use an abbreviation only if the name is too long to be written in full. If the account is commonly known by an acronym, e.g. BT, it may be added at th e end of the full account name in parentheses ( ), e.g. British Telecom Limited (BT). • The initials must be entered in capitals and not a mixture of upper/lower case characters. • Government accounts that contain a country or state/territory/province must be written out e.g. United States Department of The Treasury, or New South Wales Office of State Revenue. Alternate Name Record an account’s native name if in a different language. Alternate Language Code Select the code for the alternate language entered in the alternate language fields. Parent Account Parent is the account that a subsidiary, division or satellite location reports to or has a financial or hierarchical relationship with. EX: a University (parent) with the various departments or General Electric (parent) with National Broadcasting Corp. Umbrella Agreement Designate if a Hilton legal Umbrella Agreement exists for this account. Anniversary Anniversary Date of the Company IMPORTANT INFORMATION Delphi.fdc’s primary language is United States English. Altern ate language fields must be completed as needed. © 2017 Hilton Confidential & Proprietary Delphi.fdc Data Entry Standards Guide Last update: 22 March 2021 Page 6 Field Name Standard Website Website for the account. Agency Use Mandated Select if the account books business only through an agency. Corporate Credit Approved Select YES if Hilton has established credit approval for this company across the organization. Address Physical/ Mailing Address Record the full account address in English including suite, building name, street etc. The following standards apply: • Street - Department Name (or PO Box for mailing address only) Office / Suite Number / Building Name Building Number and Street Name • City – City, Town • State/Province – State, Province, Territory, County, Region Examples include Florida, Ontario, Tibet, Hong Kong, Macau, Taiwan, Queensland Reminder! It is mandatory to use the official 2 - letter State, Province codes for the United States or Canada. Must use the official 3 - letter Territory codes for Australia. • Zip/Postal Code – Postal Code, Zip Code, Postcode • Country/Area – The country/area name written out in full using proper casing. The only exceptions: UK, USA, UAE. • Note these formats if entered in the Country/Area field: Hong Kong, China Taiwan, China Macau, China Alternate Physical/ Mailing Address Enter address in alternate language.e.g. Phone / Fax Numbers Record the main telephone/fax number for the account. • (0) must be dialed for local calls in non - US countries • Digits to be omitted when dialing internationally should be in parentheses, e.g. +12128408222 - US +44(0)2078702900 - UK +33(0)478175050 – France +49(0)22872690 – Germany +356(0)21383383 – Malta Segmentation Market Segment Select the market segment that best describes the account’s overall type of business usually booked by the account. It does not need to apply to every piece of business, but rather to the overall business purpose of the account. See Market Segment definitions in the Appendix of this document. Industry Code Select the value that best describes the type of business conducted by this account. See Industry Code definitions in the Appendix of this document. Lead Source Record how the account came to Hilton. See Lead Source definitions in the Appendix of this document. Type • Generic – Used for business with limited or no repeat potential. • Agency – Used for all third party organizations, such as travel agencies and meeting planning firms. • Account – Used for all other business. Region Select the Region the account where the account is located. © 2017 Hilton Confidential & Proprietary Delphi.fdc Data Entry Standards Guide Last update: 22 March 2021 Page 7 Account ID AR# Accounts Receivable Number for the Finance Department. Business ID# Unique identifying business number that companies use when dealing with other businesses or for taxation purposes. Examples include: Company Registration # (UK), Federal Tax ID number (USA), ABN (Australia Business Number), Business Registration # (APAC). D# Corporate customer number attached to an account, where a Dun & Bradstreet entry does not exist for a particular client. D&B# Dun & Bradstreet. This is the DUNS# specifically assigned to that account for that address. N# Corporate customer number identification attached to Hilton Hotels and Resorts, Hilton Garden Inn, Conrad and Waldorf Astoria brands. P# This list of client file numbers is maintained for Americas hotel brands that reside on PCRS. These brands include Hampton, Homewood, Embassy and Doubletree. TIDS# Identifying Agency ID (Travel Industry Designator Service) Number. VAT ID# Value Added Tax identification number. Partners Partner Optionally add the name of a third party agency or another business account that this account does business with. Role Select the role that the partner plays in doing business with the account Active Designate if the partner relationship is active or not VAT Information – China Only This section is for China team members to complete required information. System Information Active Check the Active box if the account is active. Remove the check by clicking on the check box if the account is not active. 2 Contacts 2.1 Contact Data Entry Standards Field Name Standard Contact Detail Name Record the last name (family name, surname) for the contact. First Name Record the first name (given name) for the contact and select the appropriate honorific from the dropdown, e.g. Mr, Mrs., Ms. Dr. Mx Alternate Last / First Name Enter the last and first name in the alternate language. In the case of a person having only one name, use the Last Name field. © 2017 Hilton Confidential & Proprietary Delphi.fdc Data Entry Standards Guide Last update: 22 March 2021 Page 8 Pronunciation Enter the name how it sounds so it can be pronounced correctly when speaking with the contact e.g. Suri = soor - ee or Johnson = jawn - sun. Preferred Name Enter the contact’s preferred name, e.g. William (Given name) > Bill (Preferred) Contact Job Title Record the job title as it appears on the Contact’s business card/e - mail signature, e.g. Director of Corporate Sales. Field Name Standard Alternate Title Record the job title the alternate language as it appears on the Contact’s business card/e - mail signature. Department The name of the department that the contact works in for their company. Alternate Department Enter the name of the department in the alternate language. Account Name Select the Account the contact is associated to. Contact Owner Defaults to user who created the contact. Inactive Select if the contact is inactive. Role(s) Select the role(s) that the contact represents for their company or group. Email and Phone Phone / Mobile / Fax Numbers Record the main telephone/fax number for the account. • (0) must be dialed for local calls in non - US countries • Digits to be omitted when dialing internationally should be in parentheses, e.g. +12128408222 - US +44(0)2078702900 - UK +33(0)478175050 – France +49(0)22872690 – Germany +356(0)21383383 - Malta Email Enter the email address in full e.g. john.smith@anywebaddress.com Additional Emails Enter any additional emails for the contact. Email Opt Out Select if the contact does NOT want to receive emails for promotions or announcements. Email Opt In Select if the contact DOES want to receive emails for promotions or announcements. © 2017 Hilton Confidential & Proprietary Delphi.fdc Data Entry Standards Guide Last update: 22 March 2021 Page 9 Field Name Standard Address Information Mailing Address Record the Contact’s full address where they receive their mail (which may be different than the Account’s address), including suite, building name, street etc. • Street - Department Name (or PO Box for mailing address only) Office / Suite Number / Building Name Building Number and Street Name • City – City, Town • State/Province – State, Province, Territory. Use 2 or 3 - letter official postal code. • Zip/Postal Code – Postal Code, Zip Code, Postcode • Country/Area – The country/area name in full, proper casing. The only exceptions: UK, USA, UAE. • Note these formats if entered in the Country/Area field: Hong Kong, China; Taiwan, China; Macau, China. Alternate Mailing Enter the mailing address in the alternate language. Alternate Language Code Select the language being used in the alternate language fields. Other Address Enter the secondary address for a client if they have 2 locations where they can be contacted. Comments Comments/ Description Record any additional information about the Contact that does not belong in any of the other fields provided. Because Contacts are shared with other properties in the database, begin all entries with InnCode/Date/Name: e.g. LONND/20 September 2016/Ann Smith: The most recent comments must appear at the top of the field. IMPORTANT INFORMATION No fields in Delphi.fdc, including any of the Comments fields, can be used to collect or store credit card information per compliance with Payment Card Industry Data Security Standards (PCI DSS). Alternate Description Enter the description in the alternate language. Additional Birth Month The birth month of the contact. Birth Day The birth day of the contact. Anniversary Date with Organization The day the contact started with the company where they work. Spouse Name Enter the name of the contact’s spouse. Language Select the language(s) that the contact speaks. Honors# / Loy alty Program Enter the contact’s Honors #. © 2017 Hilton Confidential & Proprietary Delphi.fdc Data Entry Standards Guide Last update: 22 March 2021 Page 10 Association Membership Select the associations that the contact belongs to. HW & Industry Events Select the events that the contact participates in. © 2017 Hilton Confidential & Proprietary Delphi.fdc Data Entry Standards Guide Last update: 22 March 2021 Page 11 3 Communications 3.1 Activities Key Concepts for Activities: • All sales activity that takes place no matter if face - to - face, via telephone or via email should be recorded as an Activity in Delphi.fdc. • Use email templates for common emails to ensure efficiency as well as standardization of communications. • If the Activity is related to a prospective customer that doesn’t have an existing Account or Contact in Delphi. fdc, associate it to an Inquiry and enter the Account and Contact information in the temporary fields of the Inquiry. • If you use an app such as WeChat, take a screenshot of business communications and attach it to an Activity in Delphi.fdc. There are 4 A ctivity Types covering the multiple steps of the selling process. Many of the reports will utilize this information. Activity Type Explanation Task Tasks are generally considered reminders. For example, you could create a Task to distribute an amenity to an arriving guest. Letter A Letter is used anytime you send or receive correspondence, including mail, fax, or e - mail. For example, a contract that has been sent to your customer. Call Generally, a Call is used any time you use the phone, such as when your customer calls to request a special meal type for their banquet. Appointment An Appointment is defined as any time that you meet with someone. This can be either on - site at the hotel, or off - site. Integration Error Used to note system alerts for Integration errors. © 2017 Hilton Confidential & Proprietary Delphi.fdc Data Entry Standards Guide Last update: 22 March 2021 Page 12 Activities must be associated with the appropriate Account, Contact, Inquiry or Booking. For example, if the Activity is a meeting that you had w ith an existing customer to discuss any future business they might have, associate it to the Contact and the Account. If the Activity is about a specific Booking, associate it to the Contact and the Booking. See the section on Sales Initiatives to record appointments for an upcoming tradeshow. If no booking or inquiry exists yet, log activities attached to the Sales Initiative and linked to the contact and account. 3.2 Tasks Key Concepts for Tasks: • Change your view for My Tasks on the Home Tab to Tod ay + Overdue Do this once and Delphi.fdc will remember your preference until you delete Cookies/clear cache on your browser. Tasks are date - oriented "to - do" items such as "Follow - up on final guarantee" or "Follow - up on deposit due". Tasks are commonly used as reminders and to log phone calls. You must be the task owner to modify its details, including closing a completed task. A ppointments are time - oriented. Call activity types must be used when a telephone call either made or received that was unplanned (as planned calls should already have been logged in “ Open Activities ”. The type of call must be classified using one of the b elow call types and detailed notes added to the activity to highlight the main points of discussion. 3.2.1 Task & Call, Letter, Note or Appointment - Data Entry Standards Field Name Standard Assigned To Select user responsible for completing the activity. Subject Enter activity subject or you can select from the list : Call, Email, Letter Type Select the appropriate type: Letter, Call or Note Definitions listed above. Sub - Type See Activity Types & Sub - Type definitions in the Appendix of this document. Appointment Start and End Set the date and time for the appointment Comments Enter any comments needed for the task, ensuring they are brief, relevant, factual and record any next steps. Specific details on action taken or discussion points from a telephone call must be entered. The subject also becomes the main text for any emails sent directly from an activity. Text must start with the Hotel InnCode/Date/Initials and the user’s name. Alternate Comments Enter comments in alternate language. Related To Select appropriate Booking, Inquiry, Account, Volume Contract for the activity. Name Select Contact associated with the activity. © 2017 Hilton Confidential & Proprietary Delphi.fdc Data Entry Standards Guide Last update: 22 March 2021 Page 13 Field Name Standard Sales Initiative Select the sales initiative the activity is related if applicable. Due Date Enter date activity is to be completed. Activity Completed Date Enter date activity has been completed. Status Default is Not Started and users can select In Progress , Completed , Waiting on Someone else , Deferred Priority Select the priority level of task (High, Normal or Low). Create Recurring Series of Tasks Check the box if required. Select to add recurring task dates. Reminder Set a reminder if necessary. 3.2.2 Send Email - Data Entry Standards Field Name Email Format Select text or HTML To Select Contact Related To Select Booking, Inquiry, Account /Agency that the email is related to. Additional To Enter or select email address for additional recipients. CC Enter or select email address for additional recipients to be carbon copied. BCC Enter or select email address for additional recipients to be blind carbon copied. Subject Enter subject of email. Note: If you select a template, this field will be auto populated. Body Enter message to contact. Note: If you select a template, this field will be auto populated. Send Click this button to send the email. Select Template Click this button to select an email template. Attach File Click this button to include any necessary attachments. Note: If you select a template, any attachments associated to the template will be automatically attached. Check Spelling Click this button to check the spelling within the email. Cancel Click this button to cancel your work. Attachments Attach File Click this button to attach file. Attachments Listed Any documents that have been attached will be shown here. If no attachments space reads ‘no attachments’ Once emails are sent a task activity is automatically created and added to the Activity History section. Open the activity that has been recorded and edit the record to complete the following fields: Field Name Standard Type Select “Letter” Sub - Type Select specific reason for the Email (i.e. Cxl/Cut Off, Dep/Billing, Thank You, Stealth Call, etc) See Activity Types & Sub - Type definitions in the Appendix of this document. © 2017 Hilton Confidential & Proprietary Delphi.fdc Data Entry Standards Guide Last update: 22 March 2021 Page 14 3.2.3 Appointment - Data Entry Standards Field Name Standard Staff Select user responsible / assigned for completing the activity. Subject Enter activity subject or you can select from the list : Call, Email, Letter Type Defaults to “Appointment” Sub - Type Select specific reason for the Appointment (i.e. Appointment, Entertainment, Meeting, Sales Call, Site Inspection etc) See Activity Types & Sub - Type definitions in the Appendix of this document. Start Enter appropriate date and time. End Enter appropriate date and time. All Day Appointment Check if required. Related To Select appropriate Booking, Inquiry, Account, Volume Contract for the activity. Name (Contact) Select Contact associated with the activity. Location Enter the location of the appointment Sales Initiative Select the sales initiative the activity is related if applicable. Description Enter additional information or follow - up details are entered for the activity. Specific details on action taken or discussion points for the meeting must be entered. Alternate Comments Enter comments in alternate language. Create Recurring Series of Tasks Check if required Select to add recurring task dates. Reminder Set a reminder if necessary. 3.2.4 Auto - generated Tasks Auto - generated tasks are provided within Delphi.fdc to help manage customer requests and department business processes. • Tasks display with AUTO at the start of the name so that users can differentiate between tasks they created versus those created by the system • These tasks are shared across the entire org Task Name Time Trigger AUTO: Follow up on Inquiry 1 days before Inquiry followup date AUTO: Follow up on Inquiry 3 days before Inquiry followup date AUTO: Follow up on Proposal 1 day after booking create date AUTO: Follow up on Proposal 3 days after booking create date AUTO: Follow up on Proposal 7 days after booking create date AUTO: Followup on Contract, Terms & Conditions 1 day after booking is tentative AUTO: Followup on Contract, Terms & Conditions 3 days after booking is tentative AUTO: Followup on Contract, Terms & Conditions 1 day before booking decision date AUTO: SRP/Package/Master. Block Guestrooms in PMS Same day when booking turn tentative AUTO: Check Guarantees/Room Block Review 14 days before Arrival date AUTO: Room Block Review 30 days before Arrival date © 2017 Hilton Confidential & Proprietary Delphi.fdc Data Entry Standards Guide Last update: 22 March 2021 Page 15 Task Name Time Trigger AUTO: Room Block Review 60 days before Arrival date AUTO: Room Block Review 90 days before Arrival date AUTO: Check credit status & Deposit requirements 10 days before Transaction Charge due date AUTO: Status of all documents due/Rooming List 7 days before Cutoff date AUTO: Status of all documents due/Rooming List 4 days before Cutoff date AUTO: Confirm BEOs/Resume details 7 days before Arrival date AUTO: Generate BEOs/Resume details 14 days before Arrival date AUTO: Call for Catering Guarantees 4 days before Arrival date AUTO: Call for Catering Guarantees 7 days before Arrival date AUTO: Confirm all Catering Actuals have been entered 1 day after Departure date AUTO: Update Actuals: rooms and revenue 3 days after Departure date AUTO: Solicit for future business/Send Thank you 1 day after Departure date AUTO: Prepare Group Resume 14 days before Arrival AUTO: Confirm Final Payment Terms 4 days before Arrival date AUTO: New File Turnover/Intro Coordinators 1 day after Definite AUTO: Follow up on non - revenue Prospect 3 Days After Booking Creation 3.2.5 Notes & Attachments The Notes & Attachment section on all records is used for the following scenarios: Notes: General comments not related to an activity should be logged here. Notes should be attached to the most relevant record. Eg. a note regarding a contact’s change in job description would go on the Contact Notes, versus a note regarding a company acquiring another company would go on the Account Notes. Attachments: All documents that are sent and received back from customers should be uploaded here for easy reference (rather than stored on a local or shared drive). Attachments should be attached to the most relevant record e.g. a Group Contract should be attached to the Booking, rather than on the Account. 4 Inquiries Inquiry Booking How to tell if you should create an Inquiry or a Booking The lead does not have any firm dates at this time. The lead has firm dates. Capture general lead information, not hold space. The lead requires guestrooms and function space to be held. Does not display in the GRC. Does display in the GRC. The lead response does not warrant a full proposal. The lead response warrants a full proposal. The Inquiry is received by a different user than the one that will respond. In this case the person receiving the Inquiry will fill out the Inquiry page and change the Inquiry Owner to the appropriate Manager, including checking the Send Email Notification box. The business needs to be handled for credit and ownership tracking by the right salesperson (Booking Owner). All leads received via MeetingBroker begin as an Inquiry in Delphi.fdc. In - House, Generic, Repeat business © 2017 Hilton Confidential & Proprietary Delphi.fdc Data Entry Standards Guide Last update: 22 March 2021 Page 16 4.1.1 Inquiry Data Entry Standards Mandatory Fields Field Name Standard Information Inquiry Name Must be entered in English. Same as Booking Post As - a combination of the Account name and the reason they are at the hotel. Use proper casing, do not abbreviate or use punctuation or dates. Examples: Microsoft Management Conference, Smith/Jones Wedding, HSBC Board Meeting. Alternate Language Inquiry Name Enter name in alternate language. Arrival Date The arrival date of the Inquiry, including shoulder dates. Status Open – Default status for new Inquiries. If you are creating the Inquiry and will assign to someone else, leave the status at Open. Working – The Inquiry Owner is reviewing the Inquiry and responding, but it is not yet ready to be created as a Booking. Qualified – When you create a Booking from the Inquiry, the status is automatically updated to Qualified Turndown – You are unable to bid on the Inquiry. Lost – The customer did not move forward after you responded. Probability to Book Select the probability percent that this inquiry will turn into a booking and then become definite. Follow Up Date You will receive an auto - trace based on this date if the status of the inquiry is still open or working. Total Potential Revenue Enter the total expected revenue inclusive of guestroom and events if applicable. This ensures we are capturing the lost value for immediate turn down inquiries Owner The individual that created the inquiry. Property The property the inquiry is for. Booking Type Select the type of business for this Inquiry. If you turn down the Inquiry without creating a Booking, this field is required. Lead Source Record how the customer came to your property for this particular business opportunity. Sales Initiative If applicable, select the specific Tradeshow, Campaign, or Event that led the customer to book. (If you don't see the event you need, ask your property administrator to create a new Sales Initiative for you on the Property page.) Record Type Select the type of record it is. Additional Sales Manager Use to note an additional Sales Manager for the Inquiry. Available for Non MeetingBroker inq uires. Group Profile Group Profile Start with brief notes of the main points e.g. meeting with 50 persons, breakfast, lunch, dinner, no AV, master billing. Fill in prompts if known at this time. e.g. Notes, Organization Profile, Event Objectives, Event History, Demographics This field copies to the Group Profile field on the booking that merges into the resume. © 2017 Hilton Confidential & Proprietary Delphi.fdc Data Entry Standards Guide Last update: 22 March 2021 Page 17 Field Name Standard Alternate Group Profile Enter group profile in alternate language. Select Existing Account & Contact Account & Contact If there is an existing Contact or Account in Delphi.fdc, select them in these fields. Temporary Account & Contact Account & Contact If there is not an existing Contact or Account in Delphi.fdc, enter their details in the temporary fields. If you convert this Inquiry to a Booking, the temporary information will be used to create a new Contact/Account. You must go back and update this information when the booking is created. Guestroom Information Number of Nights Guestroom Information section populates over to the Booking when the Inquiry is converted to a Booking. Peak Rooms Within the guestroom pattern, the highest number of guestrooms on one night. e.g. if the room pattern is 50, 85, 50, the peak is 85. Total Rooms Record the total number of rooms as agreed with the client, not the net number. Guestroom Comments Add any comments regarding guestrooms. Event Information Event Days The number of days when events will be held during this booking. Does not have to match up to the arrival - departure # of days. Guests The total number of people attending the meeting. Event Comments Add any comments specific to events. Lost Business Information Lost Date Date populated when status changes. Lost Business Reason If the Inquiry does not materialize, when you change the status to Lost or Turned Down, you are required to complete the Lost Business Reason. Internal Lost Comments Describe any known supporting notes about why the business was lost. Be brief, relevant, and factual. These comments are NOT seen by the customer. Customer Facing Comments This field is found on the Turndown and Reply window. The enter in this field will be sent to MeetingBroker and WILL BE seen by the customer. Lost City Select the city the inquiry was lost to, if applicable. Lost to Competitor Select the competitor the inquiry was lost to, if applicable. © 2017 Hilton Confide ntial & Proprietary Delphi.fdc Data Entry Standards Guide Last update: 22 March 2021 Page 18 5 Group & Event Execution – Bookings See the Manage Bookings Job Aid for Quicksteps to create a booking, send a proposal or contract, block guestrooms, block guestrooms using Fast Update and modify a guestroom block. Key Concepts for Managing Bookings: • To accurately track conversion, each piece of business must be ent ered into Delphi.fdc. Inquiry Booking How to tell if you should create an Inquiry or a Booking The lead does not have any firm dates at this time. The lead has firm dates. Capture general lead information, not hold space. The lead requires guestrooms and function space to be held. Does not display in the GRC. Does display in the GRC. The lead response does not warrant a full proposal. The lead response warrants a full proposal. The Inquiry is received by a different user than the one that will respond. In this case the person receiving the Inquiry will fill out the Inquiry page and change the Inquiry Owner to the appropriate Manager, including checking the Send Email Notification box. The business needs to be handled for credit and ownership tracking by the right salesperson (Booking Owner). All leads received via MeetingBroker begin as an Inquiry in Delphi.fdc. In - House, Generic, Repeat business IMPORTANT INFORMATION Rates must always be entered exclusive or net of any taxes e.g. VAT or fees IMPORTANT INFORMATION No fields in Delphi.fdc, including any of the Comments fields, can be used to collect or store credit card information per compliance with Payment Card Industry Data Security Standards (PCI DSS). © 2017 Hilton Confidential & Proprietary Delphi.fdc Data Entry Standards Guide Last update: 22 March 2021 Page 19 5.1 Booking Data Entry Standards TIP: Take advantage of the many Hover Help indicators throughout Delphi.fdc that will provide on - the - spot definitions about the field! Bookings should not extend past 31 days as pickup needs to be reconciled each month. Mandatory fields Field Name Standard Information Booking Post As ENGLISH INPUT Account Name + Name of Event o E.g. JTB Corp is the correct English name of JTB • Same rules for Japanese names apply as per above (‘Creating Accounts’) • If an Agency is the end user, enter the agency name plus the tour/group reference (in brackets) Kuoni (LDN81880). Alternate Post As JAPANESE/ALTERNATE LANGUAGE INPUT Japanese account Name + Name of Event o E.g. 株式会社 JTB (is the correct Japanese name of JTB’s parent company) o For names : only 全角 o For figures : only 半角 • Same rules for Japanese names apply as per above (‘Creating Accounts’) Alternate Language Code Select the alternate language being used in alternate fields. Account Select the account the booking is associated. Abbrv Identifying text about the booking. Arrival The first date of guestroom arrival and or event arrival if Catering booking only. These dates include shoulder dates if used. Departure Departure date is the last guestroom check out and or last day of event. These dates include shoulder dates if used. Booking Status Within 1 business day of receiving a countersigned contract or notice of lost business, the booking’s status must be updated. Prospect – Customer requested a proposal. Rooms display in the GRC but are not removed from inventory. Tentative – Contract issued, awaiting signature. Rooms are removed from inventory. Definite – Signed contract received. Turned Down – the Property cannot or does not want to offer space. Can be used when an existing booking’s details/dates change. Cancelled – Used only when a booking status was definite and the boo king did not materialize. Lost - Customer decided not to book at the hotel and the booking status was never definite. Prospect Status Hold, Shared Option, Waitlist 1 , 2 or 3 - Selected only if a prospect booking is on Option, pending space availability. Materialization % The percent of certainty that the booking will turn definite. Enter for Prospect and Tentative bookings to display on the GRC. © 2017 Hilton Confidential & Proprietary Delphi.fdc Data Entry Standards Guide Last update: 22 March 2021 Page 20 Field Name Standard Housing Method To record how the majority of reservations for any guestrooms will be made. If no rooms are booked, leave this field blank. This field is not required at the time the booking is created but must be updated as soon as the information is known. Meeting Profile Select the applicable Meeting Profile associated with the booking. Booking ID# Auto - generated Delphi.fdc number to identify unique booking records. Auto Number Display Format: {YY}{0} Keep It in the Family Utilize if your hotel does not participate in SCOUT and if the booking could not be accommodated by the sending hotel. New Business Select if it’s the groups first time at your hotel Owner The individual that created the booking. Sales Manager The Sales Manager for the booking. Contact Select the contact for the booking. Onsite Contact The name of the person who will actually be at the property while the booking occurs, and can be contacted to make any changes or decisions, representing the business. Contact Signer The contact from the Account who is responsible for signing the contract. This contact will be used as the signer in contract merge documents. Lost Business Reason If you change the status to Cancelled or Turned Down, you are required to complete the Lost Business Reason. Reasons that begin with “CL” are selected if the status is Cancelled or Lost. Reasons that begin with “TD” are selected if the status is Turned Down. Lost To City Select the city the inquiry was lost to, if applicable. Lost To Competitor Select the competitor the inquiry was lost to, if applicable. Internal Lost Comments Describe any known supporting notes about why the business was lost. Be brief, relevant, and factual. These comments are NOT seen by the customer. Customer Facing Comments Th is field is found in the Change Status window. Comments entered in this field will be seen by the customer if the booking link to a MeetingBroke r Inquiry. Property The property the booking is for. Primary Inquiry The inquiry that the booking was created from. Agency Information Agency The third party that books business on behalf of the account. If commissionable, the recipient of the commission. Examples include Expotel, Carlson Wagonlit, American Express, HelmsBriscoe, Wedding Planning firms, etc. Agent The contact at the agency. Commissionable Select to signify that the associated Agency expects a commission, and then enter the commission percentage in the field(s) below. Commission % If the booking is marked as commissionable, this is the percentage of total guestroom revenue ow ed to the agent associated to the booking. © 2017 Hilt on Confidential & Propriet