Delphi.fdc Data Entry Standards Guide © 2017 Hilton Confidential & Proprietary Delphi.fdc Data Entry Standards Guide Page 1 Last update: 22 March 2021 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 © 2017 Hilton Confidential & Proprietary 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 Delphi.fdc Data Entry Standards Guide Page 2 Last update: 22 March 2021 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 • Property Sales, Catering & Events Users AUDIENCE QUESTION AFTER If you have un-answered questions after reading this document, please contact: READING THIS [email protected] DOCUMENT Clearly reference the section you are referring to in any correspondence. OTHER RELATED • Embedded Delphi.fdc Online Training DOCUMENTS • Delphi.fdc page in the Sales Systems Library on the Lobby for more information. © 2017 Hilton Confidential & Proprietary Delphi.fdc Data Entry Standards Guide Page 3 Last update: 22 March 2021 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 Page 4 Last update: 22 March 2021 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, address, market segment, industry code, lead source. • Complete Account Details and Alternate Language Details must be completed as needed. 1.1 Account Data Entry Standards IMPORTANT INFORMATION Delphi.fdc’s primary language is United States English. Alternate language fields must be completed as needed. Mandatory Fields Field Name Standard Account Information 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 Account commonly known by an acronym, e.g. BT, it may be added at the end of the full Name 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 Record an account’s native name if in a different language. Name © 2017 Hilton Confidential & Proprietary Alternate Language Select the code for the alternate language entered in the alternate language fields. Code Parent is the account that a subsidiary, division or satellite location reports to or has a Parent financial or hierarchical relationship with. EX: a University (parent) with the various Account departments or General Electric (parent) with National Broadcasting Corp. Umbrella Designate if a Hilton legal Umbrella Agreement exists for this account. Agreement Anniversary Anniversary Date of the Company Delphi.fdc Data Entry Standards Guide Page 5 Last update: 22 March 2021 Field Name Standard Website Website for the account. Agency Use Select if the account books business only through an agency. Mandated Corporate Select YES if Hilton has established credit approval for this company across the Credit organization. Approved 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 Physical/ Mailing Reminder! It is mandatory to use the official 2-letter State, Province codes for the Address 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/ Enter address in alternate language.e.g. Mailing Address 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. Phone / Fax +12128408222 - US Numbers +44(0)2078702900 - UK +33(0)478175050 – France +49(0)22872690 – Germany +356(0)21383383 – Malta Segmentation Market Select the market segment that best describes the account’s overall type of business Segment 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 Select the value that best describes the type of business conducted by this account. © 2017 Hilton Confidential & Proprietary Code See Industry Code definitions in the Appendix of this document. Record how the account came to Hilton. Lead Source See Lead Source definitions in the Appendix of this document. • Generic – Used for business with limited or no repeat potential. • Agency – Used for all third party organizations, such as travel agencies and meeting Type planning firms. • Account – Used for all other business. Region Select the Region the account where the account is located. Delphi.fdc Data Entry Standards Guide Page 6 Last update: 22 March 2021 Account ID AR# Accounts Receivable Number for the Finance Department. Unique identifying business number that companies use when dealing with other Business ID# 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 Optionally add the name of a third party agency or another business account that this Partner 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 Check the Active box if the account is active. 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 © 2017 Hilton Confidential & Proprietary 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 Enter the last and first name in the alternate language. / First Name In the case of a person having only one name, use the Last Name field. Delphi.fdc Data Entry Standards Guide Page 7 Last update: 22 March 2021 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 Enter the contact’s preferred name, e.g. William (Given name) > Bill (Preferred) Name Contact Job Record the job title as it appears on the Contact’s business card/e-mail signature, e.g. Title 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 Enter the name of the department in the alternate language. Department Account Select the Account the contact is associated to. Name Contact Defaults to user who created the contact. Owner 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 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. Phone / +12128408222 - US Mobile / Fax +44(0)2078702900 - UK Numbers +33(0)478175050 – France +49(0)22872690 – Germany +356(0)21383383 - Malta Email Enter the email address in full e.g. [email protected] Additional Enter any additional emails for the contact. Emails Select if the contact does NOT want to receive emails for promotions or Email Opt Out announcements. Select if the contact DOES want to receive emails for promotions or Email Opt In announcements. © 2017 Hilton Confidential & Proprietary Delphi.fdc Data Entry Standards Guide Page 8 Last update: 22 March 2021 Field Name Standard Address Information 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 Mailing • City – City, Town Address • 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 Enter the mailing address in the alternate language. Mailing Alternate Language Select the language being used in the alternate language fields. Code Enter the secondary address for a client if they have 2 locations where they can be Other Address contacted. Comments 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. Comments/ Description 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 Enter the description in the alternate language. Description Additional Birth Month The birth month of the contact. Birth Day The birth day of the contact. © 2017 Hilton Confidential & Proprietary Anniversary Date with The day the contact started with the company where they work. Organization Spouse Name Enter the name of the contact’s spouse. Language Select the language(s) that the contact speaks. Honors#/ Enter the contact’s Honors #. Loyalty Program Delphi.fdc Data Entry Standards Guide Page 9 Last update: 22 March 2021 Association Select the associations that the contact belongs to. Membership HW & Industry Select the events that the contact participates in. Events © 2017 Hilton Confidential & Proprietary Delphi.fdc Data Entry Standards Guide Page 10 Last update: 22 March 2021 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 Activity 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. © 2017 Hilton Confidential & Proprietary 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 Used to note system alerts for Integration errors. Error Delphi.fdc Data Entry Standards Guide Page 11 Last update: 22 March 2021 Activities must be associated with the appropriate Account, Contact, Inquiry or Booking. For example, if the Activity is a meeting that you had with 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 Today + 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. Appointments 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 below 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 Select the appropriate type: Letter, Call or Note Type Definitions listed above. Sub-Type See Activity Types & Sub-Type definitions in the Appendix of this document. Appointment Start and Set the date and time for the appointment End Enter any comments needed for the task, ensuring they are brief, relevant, factual and record any next steps. © 2017 Hilton Confidential & Proprietary Specific details on action taken or discussion points from a telephone call Comments 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. Delphi.fdc Data Entry Standards Guide Page 12 Last update: 22 March 2021 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 Check the box if required. Select to add recurring task dates. Tasks 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. Enter or select email address for additional recipients to be blind carbon BCC copied. Enter subject of email. Subject Note: If you select a template, this field will be auto populated. Enter message to contact. Body 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. Click this button to include any necessary attachments. Attach File 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. Any documents that have been attached will be shown here. If no Attachments Listed 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: © 2017 Hilton Confidential & Proprietary Field Name Standard Type Select “Letter” Select specific reason for the Email (i.e. Cxl/Cut Off, Dep/Billing, Thank Sub-Type You, Stealth Call, etc) See Activity Types & Sub-Type definitions in the Appendix of this document. Delphi.fdc Data Entry Standards Guide Page 13 Last update: 22 March 2021 3.2.3 Appointment - Data Entry Standards Field Name Standard Staff Select user responsible / assigned for completing the activity. Enter activity subject or you can select from the list : Call, Email, Letter Subject Type Defaults to “Appointment” Select specific reason for the Appointment (i.e. Appointment, Entertainment, Meeting, Sales Call, Site Inspection etc) Sub-Type 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. Enter additional information or follow-up details are entered for the activity. Description 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 Check if required Tasks 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 © 2017 Hilton Confidential & Proprietary 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 Delphi.fdc Data Entry Standards Guide Page 14 Last update: 22 March 2021 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 The lead does not have any firm dates at this The lead has firm dates. time. Capture general lead information, not hold The lead requires guestrooms How to tell if space. and function space to be held. you should Does not display in the GRC. Does display in the GRC. create an The lead response does not warrant a full The lead response warrants a full Inquiry or a proposal. proposal. © 2017 Hilton Confidential & Proprietary Booking The Inquiry is received by a different user than The business needs to be the one that will respond. In this case the handled for credit and ownership person receiving the Inquiry will fill out the tracking by the right salesperson Inquiry page and change the Inquiry Owner to (Booking Owner). the appropriate Manager, including checking the Send Email Notification box. All leads received via MeetingBroker begin as In-House, Generic, Repeat an Inquiry in Delphi.fdc. business Delphi.fdc Data Entry Standards Guide Page 15 Last update: 22 March 2021 4.1.1 Inquiry Data Entry Standards Mandatory Fields Field Name Standard Information 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 Inquiry Name abbreviate or use punctuation or dates. Examples: Microsoft Management Conference, Smith/Jones Wedding, HSBC Board Meeting. Alternate Language Enter name in alternate language. Inquiry Name Arrival Date The arrival date of the Inquiry, including shoulder dates. 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 Status updated to Qualified. Turndown – You are unable to bid on the Inquiry. Lost – The customer did not move forward after you responded. Select the probability percent that this inquiry will turn into a booking and then Probability to Book become definite. You will receive an auto-trace based on this date if the status of the inquiry is still Follow Up Date open or working. Total Potential Enter the total expected revenue inclusive of guestroom and events if applicable. Revenue 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. Select the type of business for this Inquiry. If you turn down the Inquiry without Booking Type creating a Booking, this field is required. Record how the customer came to your property for this particular business Lead Source opportunity. If applicable, select the specific Tradeshow, Campaign, or Event that led the Sales Initiative 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 Use to note an additional Sales Manager for the Inquiry. Available for Non Manager MeetingBroker inquires. © 2017 Hilton Confidential & Proprietary 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 Group Profile Objectives, Event History, Demographics This field copies to the Group Profile field on the booking that merges into the resume. Delphi.fdc Data Entry Standards Guide Page 16 Last update: 22 March 2021 Field Name Standard Alternate Group Enter group profile in alternate language. Profile 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 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 Account & Contact will be used to create a new Contact/Account. You must go back and update this information when the booking is created. Guestroom Information Guestroom Information section populates over to the Booking when the Inquiry is Number of Nights converted to a Booking. Within the guestroom pattern, the highest number of guestrooms on one night. e.g. Peak Rooms 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 Add any comments regarding guestrooms. Comments Event Information The number of days when events will be held during this booking. Does not have to Event Days 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 If the Inquiry does not materialize, when you change the status to Lost or Turned Reason Down, you are required to complete the Lost Business Reason. Describe any known supporting notes about why the business was lost. Be brief, Internal Lost relevant, and factual. These comments are NOT seen by the customer. Comments This field is found on the Turndown and Reply window. The enter in this field will Customer Facing be sent to MeetingBroker and WILL BE seen by the customer. Comments 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 Confidential & Proprietary Delphi.fdc Data Entry Standards Guide Page 17 Last update: 22 March 2021 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 entered into Delphi.fdc. 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). Inquiry Booking The lead does not have any firm dates at this The lead has firm dates. time. Capture general lead information, not hold The lead requires guestrooms How to tell if space. and function space to be held. you should Does not display in the GRC. Does display in the GRC. create an The lead response does not warrant a full The lead response warrants a full Inquiry or a proposal. proposal. Booking The Inquiry is received by a different user than The business needs to be the one that will respond. In this case the handled for credit and ownership person receiving the Inquiry will fill out the tracking by the right salesperson Inquiry page and change the Inquiry Owner to (Booking Owner). the appropriate Manager, including checking the Send Email Notification box. All leads received via MeetingBroker begin as In-House, Generic, Repeat an Inquiry in Delphi.fdc. business © 2017 Hilton Confidential & Proprietary Delphi.fdc Data Entry Standards Guide Page 18 Last update: 22 March 2021 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 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 Booking Post As Accounts’) • If an Agency is the end user, enter the agency name plus the tour/group reference (in brackets) Kuoni (LDN81880). 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) Alternate Post As 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. 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. Booking Status Definite – Signed contract received. Turned Down –the Property cannot or does not want to offer space. Can be © 2017 Hilton Confidential & Proprietary used when an existing booking’s details/dates change. Cancelled – Used only when a booking status was definite and the booking 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. Delphi.fdc Data Entry Standards Guide Page 19 Last update: 22 March 2021 Field Name Standard To record how the majority of reservations for any guestrooms will be Housing Method 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. Select the applicable Meeting Profile associated with the booking. Meeting Profile Auto-generated Delphi.fdc number to identify unique booking records. Booking ID# Auto Number Display Format: {YY}{0} Utilize if your hotel does not participate in SCOUT and if the booking Keep It in the Family could not be accommodated by the sending hotel. Select if it’s the groups first time at your hotel New Business Owner The individual that created the booking. Sales Manager The Sales Manager for the booking. Contact Select the contact for the booking. The name of the person who will actually be at the property while the Onsite Contact booking occurs, and can be contacted to make any changes or decisions, representing the business. The contact from the Account who is responsible for signing the contract. Contact Signer This contact will be used as the signer in contract merge documents. If you change the status to Cancelled or Turned Down, you are required to complete the Lost Business Reason. 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 This field is found in the Change Status window. Comments entered in Comments this field will be seen by the customer if the booking link to a MeetingBroker Inquiry. Property The property the booking is for. Primary Inquiry The inquiry that the booking was created from. Agency Information The third party that books business on behalf of the account. If Agency commissionable, the recipient of the commission. Examples include Expotel, © 2017 Hilton Confidential & Proprietary 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 owed to the agent associated to the booking. Delphi.fdc Data Entry Standards Guide Page 20 Last update: 22 March 2021 Package Commission This is the percentage of total package revenue owed to the % agent associated to the booking. Food and Beverage This is the percentage of total food and beverage revenue owed to the agent Commission % associated to the booking. Room Rental This is the percentage of total room rental revenue owed to the Commission % agent associated to the booking. Additional Agency If applicable, use to note the additional Agency associated to the booking. Additional Agent If applicable, use to note the Agent associated to the booking. Additional Guestroom If booking has additional commission, enter the percentage of total Commission % guestroom revenue owed to the secondary agent. Additional Guestroom Select to note booking has an additional commission. Enter the Commissionable commission percentage in the Additional Guestroom Commission% field Classifications Automatically populated with the market segment selected when the Market Segment account was created. The booking market segment can be different than the account market segment. Booking Type Select the type of business that this booking will have at your property. This is a critical field that ties into the overall mapping for business segmentation, revenue type mapping and reporting. See the System Usage Guide for booking type descriptions. Optionally record the business classification for the booking. Represents an Meeting Class additional breakdown of the booking type for tracking and reporting purposes. See the System Usage Guide for meeting class descriptions. Record how the customer came to your property for this particular business opportunity. Lead Source NOTE: For MeetingBroker leads, this is already populated and should not be changed. Used only if the booking was created from business received at a tradeshow, campaign, or event that the hotel participated in or hosted. The Property Sales Initiative Administrator creates the Sales Initiative for the property so that the booking can be attached to it. This is an efficient way to track Return on Investment (ROI) for the property’s investment in the Sales Initiative. Classifies event revenue for reporting. Select Group Catering (events are part of a group block with guestrooms), Local Catering (events are not Hilton Revenue Type associated with a group that has guestrooms) or Non-Revenue (events do not contribute to the sales or catering budget or goals. Most commonly used for in-house business). Promo Code Specific coding for on property promotions, different from Sales Initiatives Guestroom Details Enter information regarding the guestrooms and rates e.g. package breakdowns, inclusive pricing, etc. Group SRP Code Enter the SRP code for the group, one for each Room Block on the Room Block Window. PMS House Account # If applicable, enter the House Account #. ResGtdCxl Cancellation policy/terms. Add’l Per Person Fee Enter the fee for additional guests in a guestroom. Delphi.fdc Data Entry Standards Guide Page 21 Last update: 22 March 2021 Contracted Year Enter any information regarding percentage increases for rates due to how Terms far out the booking was contracted. Rebate/Subsidy Per Night If applicable, enter any rebates or subsidy amounts. Housing Fee Amount If applicable, enter the housing fee. Housing Fee Per Select the how the housing fee is applied. Resort Fee If applicable, enter resort fee per room, per night. Resort Fee Total Revenue Resort fee * total roomnights blocked Allowance Totals Sum of total rebate/subsidy, resort fee total revenue and housing fee total fields. Booking CRSHR Total Sum of Total Guestroom Commission, Total Rebate/Subsidy, Resort Fee Total Rev, and Housing Fee Total fields. For the Group Commission/Rebate/Housing/Subsidy/Resort report. Promotional Assessment If applicable, Use to track any required commission or subsidy to be paid Amount directly to your local Convention & Visitors Bureau, Tourism Bureau or convention center facility to offset convention costs or provide additional services when the city secures a convention. Promotional Assessment Select the how the Promotional Assessment fee is applied. Per Promotional Assessment Total Promotional Assessment fee Total Revenue Milestones Used for prospect and tentative bookings to indicate the date by which the group owes you a decision on the proposal/contract. When the booking is Decision Due first created, this date is automatically calculated. When you change the booking status from Prospect to Tentative, ensure you update the decision due date to reflect the true due date of the contract as discussed with the customer during negotiations. Used for definite bookings that have guestrooms and indicates the date by Cutoff Date which the group is required to finalize the guestroom reservation (typically 30 days prior to the group's arrival – amend as required). Rooms not confirmed by this date will be released. Booked The date that the booking was created. Status Change Date The date that the booking status was last modified. Rooming List Received Check the box for Yes Booking Window Number of days between the booked date and arrival date. Pickup Complete Check the box for Yes. This is an important task because it will change the reporting from estimated to actual numbers. Date Pickup Complete Date when the pickup complete box was checked. Previous Status The status before the current status that is reflected. © 2017 Hilton Confidential & Proprietary Turnover Complete Check the box confirming file turnover is completed Turnover Complete Date Date file was turned over Booking Sources Additional Sales Manager Select additional sales manager if applicable. Catering Manager Select the catering manager that needs access to the booking. Service Manager Select the service manager that needs access to the booking. Other Manager Select any additional manager that needs access to the booking. At Definite Owner Identifies owner of the booking when status changed to definite Delphi.fdc Data Entry Standards Guide Page 22 Last update: 22 March 2021 Billing Information F&B Minimum Enter amount of food and beverage minimum for booking. Billing Instructions Enter your name and date at the top of the comments. Most recent comments always go at the top. Method of Payment Enter the method of payment. Incidentals Billing Enter details about incidentals. Honors Credit Enter any Honors credit that is being offered as part of the booking. Honors Expense Enter the associated Honors expense for Honors Credit given. Tax Exempt Enter if the group is tax exempt or not. Credit Status Enter if credit has been established. Credit Limit Enter the credit limit approved. Credit Status Approval Date Enter the date of the credit approval. Master Account# If credit has been established, enter the Master Account # for the booking. PO# If the group has provided a Purchase Order, please record the Purchase Order # here. Voucher # If the group has provided a Voucher, please record the Voucher # here. Charges vs Revenue Total charges (entered as transactions) as a percentage of total blended revenue. If customer is pre-pay, ensure your deposit schedule is in line with booking revenue. Charges to Individual Enter the charges each guest pays. (i.e. incidentals, parking, etc.) Charges to Master Enter the charges that will be applied to the Master Account. (i.e. Events, Room & Tax, etc.) Payment Comments Enter additional payment details. Billing Comments Enter additional billing details such as the group’s billing contact. Deposit Required Notes if a deposit for the booking is required or not. Contract Details Post to Reader Board As Enter how the name of the group should appear on the reader board. Total Anticipated F&B Revenue Does not include grat, service charge, tax, room rental - strictly F&B charges. Estimated Ancillary Sum of Total Anticipated F&B Rev field + Total Blended Meeting Room Revenue Rental + Total Blended Room Rev + Estimated Ancillary Revenue + Estimated Total Resort Fees. Comp Rooms – 1 Per Enter the number of rooms for the comp policy - if 1 per 50, enter 50. Total Comp Rooms Enter total number of comp rooms. Lowest Group Rate Used to calculate the value of the total comp and staff rooms in the contract. Exhibit Rental Enter the contracted Exhibit Hall rental amount. Total Staff Room Nights Enter total number of staff rooms. © 2019 Hilton Confidential & Proprietary Staff Room Discount % Used in the future years staff room paragraph. Regular Group Rate Excluding taxes or fees: Enter the rack group rate - used in the contract to calculate the savings for the staff rooms. Direct Bill Payment Terms Select applicable direct bill payment terms: Net 30, Net 45, or Net 60 Guest Payment All to Individual, All to Master, Room and Tax to Master Arrangements Regular Group Rate Enter the rack group rate - used in the contract to calculate the savings for the staff rooms. Delphi.fdc Data Entry Standards Guide Page 23 Last update: 22 March 2021 Direct Bill Payment Terms Select the payment terms agreed. Room Assignments Clause Select the appropriate room assignments clause. Guest Payment Select the appropriate guest payment arrangements, e.g. All to Individual, Arrangements Room and Tax to Master, All to Master Guest Payments Arrangements Clause Select the appropriate guest payments arrangements clause. Group Resume Group Profile Pulled over from the Inquiry. Any information regarding the group e.g. number of attendees, demographics, etc. Alternate Group Profile Enter group profile in alternate language. Client Areas of Importance Enter items that are important to the client. Attendee Expectations Enter information known about the attendees regarding their expectations & Tendencies and habits during conference or event. Concessions Are concessions being provided or not. If so, what are the times of the concessions. Communications Any information regarding communications that is important to the group and/or the hotel operations teams. Food & Beverage / Add any information that the F&B /Outlet teams need to know about the Outlet Operations group, e.g. time of breaks, if the group is on own for lunch, etc. Finance Operations Inform accounting about the group e.g. special payment or billing terms. Front Office Inform the front office about the group e.g. checkin/checkout information, guestroom requests, VIPs. Guest Services Inform Guest Services about the group e.g. arrival/departure, amenity deliveries, luggage storage. Housekeeping Inform housekeeping about the group e.g. special requests, high use of rollaway beds or cribs. Parking Operations Inform Parking Operations about parking needs, peak timeframes, special pricing, etc. Property Operations Inform Property Operations about the group e.g. meeting times, peak times for elevators, etc. Safety & Security Inform Security about the group and any special needs. Comments Enter any additional comments. Using Local Convention Use to note if a group will have meeting space at CC Center N/A: Group not using convention center Prospect: Group not confirmed at Convention Center Tentative: Convention Center contract not signed Definite: Group is confirmed at Convention Center Convention Center Enter any information related to the group's use of a local convention center. Transactions Transaction Date Enter the date when the transaction will apply. Transaction Type Select either a charge to the customer or if the customer has made a payment. Charge Type Select either deposit, credit, cancellation or attrition Amount The transaction amount Payment Type Select how payment will be made Card Type Select credit card used. Check Number Enter check number Delphi.fdc Data Entry Standards Guide Page 24 Last update: 22 March 2021 Reference Number Enter applicable Reference Number Comments Add additional comments for transaction. DO NOT ENTER CREDIT CARD INFO. 5.2 Booking Status The Status field allows you to indicate where the business is in the booking cycle. Please see below table for explanation of each status and at what point the status is to be changed. Delphi.fdc Description Effect on Delphi.fdc Status Availability Prospect (P) Proposal sent. Guestrooms held but NOT Function Hold Proposal sent, holding space removed from Space GRC held. Shared 2 different bookings holding the same Option space. Both clients are aware they are availability. “sharing” with another client. Waitlist 1, 2 Proposal sent. Space holding in Delphi behind a or 3 Shared Option booking and then the Waitlist sequential order. Tentative (T) Verbal/written confirmation received from the Guestrooms Function customer. Contract issued. Awaiting signature. held and Space removed from held. GRC availability. Definite (D) Signed contract received. Contract Guestrooms Function countersigned by the hotel and sent back to the held and Space customer. removed from held. GRC availability. Cancelled (C) Definite booking has cancelled. Guestrooms Function released. Space released. Lost (L) Customer decides not to book. Guestrooms Function released. Space released. Turn Down Hotel cannot or does not want to offer Guestrooms Function (TD) space. released. Space released. Delphi.fdc Data Entry Standards Guide Page 25 Last update: 22 March 2021 5.3 Block Guestrooms 1. On the Booking page, scroll down to the Guestrooms section and click Details. 2. Click New Room Block. The New Room Block window opens. 3. Enter the Name of the room block and select the Property. 4. If the Status field is editable, select the current status of the room block. For properties with the Actuals & Pickup Integration, follow these additional steps. 1. Enter the applicable SRP code from the CRS into the Group SRP Code field. 2. Click Save. 3. Click Add Room Types. 4. Do one of the following: • Select the guestroom types you want to block and click Add. You can select multiple types at one time. • Click Add All to add all room types available at the property. • The guestroom types are added to the grid below Run of House. You must use real room types, not ROH. 5. Enter the number of guestrooms and rate for each night directly into the grid. You can specify the following values: • Agreed - The contracted number of rooms that cannot be changed without a signed contract addendum. • Forecasted – This field will represent the forecasted number of rooms expected to pick up, however, this number may match the Blocked number of rooms at time of booking. The forecasted number of rooms should be updated throughout the lifecycle of the booking. • Blocked - The washed/netted number of guestrooms at the time of booking that can only be adjusted when a contract addendum is signed. The Room Block Details window opens and displays each day of the booking. The top of the window shows your Guestroom Block Totals in bold. As you enter guestrooms and rates for each day of the room block, the totals will update accordingly. 6. If you contracted Staff, VIP or Comp Room Blocks you must create each room block in the CRS and Delphi.fdc. Enter the applicable Group SRP Code in Delphi.fdc to enable the integration for that room block. 7. Comp Room Blocks: Leave rate field blank NOTE: More information can be found on the Delphi.fdc Training & Help Pages within the system: Add Guestroom Block 5.4 Booking Event Data Entry Standards © 2017 Hilton Confidential & Proprietary TIP: Take advantage of the many Hover Help indicators throughout Delphi.fdc that will provide on-the- spot definitions about the field! Mandatory fields Field Name Standard Event Name Enter the name of the event. Event Type Select the appropriate event type. Event Start Date The date the event starts. Event End Date The date the event ends. Delphi.fdc Data Entry Standards Guide Page 26 Last update: 22 March 2021 Property The property the event is associated. Booked Date The date the event was booked. Booking Post As The name of the booking/group. Average Checks Forecasted Beverage Enter forecasted beverage average check. Avg Check Forecasted Food Avg Enter forecasted food average check. Check Forecasted Other Enter forecasted other average check. Avg Check Forecasted Rental Enter forecasted rental average check. Avg Check Forecasted Resource Enter forecasted resource average check. Avg Check Beverage Average Select beverage average check factor. Check Factor Food Avg Check Select food average check factor. Factor Other Avg Check Select other average check factor. Factor Resource Avg Check Select resource average check factor. Factor Rental Avg Check Select rental average check factor. Factor Actual Revenue Mark BEOs as Done Delphi.fdc Data Entry Standards Guide Page 27 Last update: 22 March 2021 6 Volume Contracts Key Concepts for Volume Contracts: • Transient Managers should add the Volume Contracts Period Tab to their View next to the Volume Contracts tab. Click + (All Tabs), then click the Customize My Tabs option. • The property is required to utilize Volume Contracts functionally for Crew and Project business. • To create a Volume Contract, an Account is required but a Contact is not. When the status changes to Bid or Contracted, a Contact IS required. • Anticipated periods ex: monthly, creates 12 months. Annually shows 1 row for the year • Can clone a Volume Contract, but periods do not clone. Click Auto Create Volume Periods. • The Contract Type, Contract Status and Segmentation are key fields. Be sure to ensure they are completed and accurately reflect the business at all times. • A Volume Contract cannot be converted from an Inquiry. 6.1 Volume Contract Entry Standards TIP: Take advantage of the many Hover Help indicators throughout Delphi.fdc that will provide on-the- spot definitions about the field! Mandatory fields Field Name Standard Contract Name Enter the name of the volume contract. Contract Start Enter the start date of when the contract begins. Contract End Enter the end date of when the contract ends. Anticipated Periods Select the corresponding time frame when you have to report to Finance. Recommend monthly so you can update the Actuals each month. Prospect: Inquiry being qualified. Bid: Contract sent but not yet signed. Contracted: Confirmed with signed contract. Contract Status Declined: Not viable business. Lost: Client decided not to proceed. Cancelled: Client cancels after contracted. Decision Due Date contract decision is due. Rate Information Enter the rate for the contract. © 2017 Hilton Confidential & Proprietary Property The property of the volume contract. Owner The individual that created the volume contract. Date Bid The submission date of the bid. Date Contracted The date the contract signed. Delphi.fdc Data Entry Standards Guide Page 28 Last update: 22 March 2021 Last Status Date The last status date change. Inquiry The inquiry the volume contract is associated. SRP Code Enter the SRP code assigned to this Volume Contract Room Availability Select if the client has LRA or NLRA rates Sales Initiative If applicable, select the Sales Initiative associated with this Volume Contract Segmentation Contract Type Select the type of contract. Contract Lead Source Select the source of the lead. Account & Agency Information Account Account associated with the Volume Contract. Contact Select the Contact from the Account who is the primary point of contact for this Volume Contract. Agency The third party that books business on behalf of the account. Examples include Expotel, Carlson Wagonlit, American Express, HelmsBriscoe. Agent The contact at the Agency. © 2017 Hilton Confidential & Proprietary Delphi.fdc Data Entry Standards Guide Page 29 Last update: 22 March 2021 7 Appendix A – Market Segments 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. Hilton uses four global indicators, as defined below, and the market segments are generally aligned to one of the four. • GROUP: Guests staying at a hotel for a specific meeting or function requiring 10 rooms or more on a peak night are considered a group. Individual groups are under specific contract for rates and services and are sold/tracked under a unique SRP. • TRANSIENT: Individual business or leisure travelers not associated with a group are considered transient guests. Typical transient guests include families on vacations or individuals on business travel. • NON-REVENUE: When no rate is charged for a guestroom, it is considered non-revenue. Common examples are complimentary rooms extended to customers based on some future business consideration or rooms used for internal hotel business such as a Manager on Duty. • PERMANENT: When guestrooms are contracted for a longer term where the length of stay potentially extends beyond 30 days (i.e. airline crew rooms) it is considered permanent business. Another example (although more rare) includes instances where guests live in the hotel but do not own the room (unit). These values match OnQ market categories. Name Market Segments - Definitions Chain Wide Companies with chain wide agreements negotiated by HWS. Corporate Accounts (Transient global indicator) Company Meeting Groups of 10 or more rooms booked by a company. This type of business comes Non Transient from individuals attending a company meeting for business. (Group global indicator) Complimentary Complimentary rooms are those for which no rate is charged for various (Non-revenue global business reasons including but not limited to: group contract agreements, indicator) corporate personnel traveling on hotel or company business, site visitations, guests who (previously) experienced a problem, employee comps, gift certificate comps, etc. Government Not for government group business. Individual federal and state/provincial (Transient global government employees with a valid picture ID. indicator) © 2017 Hilton Confidential & Proprietary Group Tours Groups of 10 or more rooms on peak, booked by a Ground Handler, Tour Wholesale Operator or Wholesaler. (Group global indicator) Group, Convention & Individuals attending a convention, congress, symposium, briefing or trade show. Association (Group global indicator) Delphi.fdc Data Entry Standards Guide Page 30 Last update: 22 March 2021 Name Market Segments - Definitions House Use House Accounts using the hotel facilities for internal non-revenue (Non-revenue global meetings. indicator) Individual Travel Agency This type of business comes from individual travelers who purchase Wholesale accommodations through third party retailers (wholesaler Accounts). (Transient global Guests usually travel independently. Also known as FIT (individual tour). indicator) Locally Negotiated Locally Negotiated rate with companies. This is for individual travel Corporate Rates reservations, not group (Transient global indicator) Other Discounts Consists of all other discounted transient rate offerings. (Transient global indicator) Permanent (Permanent Airline crew, extended stay or other long-term accommodations. global indicator) Reg/Brand Spec Corporate Marketing Programs offering discounted room rates or Promos/Offers value-added room and feature packages. (Transient global indicator) SMERF Social, Military, Educational, Religious, Fraternal. (Group global Group business, also known as Specialty, for social or business purposes. indicator) This could include weddings, banquets, catering or other social events such as Govt/Military, Sports or Church/Religious groups, Class Reunion, Annual Christmas Party. Travel Agency Consortia Consortia are major bookings offices. (Transient global indicator) © 2017 Hilton Confidential & Proprietary Delphi.fdc Data Entry Standards Guide Page 31 Last update: 22 March 2021 8 Appendix B – Industry Codes Record the type of business conducted by the Account. Name Industry Codes - Definitions Accommodation Short term accommodation activities, camp grounds, recreational vehicle parks, other accommodation. Advertising & Market Research Advertising, market research, public opinion polling. Agri - Crop & Animal Growing crops, fruits, rice, vegetables, tobacco, etc. Raising of Production/Hunting animals, mixed farming, harvesting, etc. Agri - Fishing & Aquaculture Marine, fresh water fishing, aquaculture, etc. Agri - Forestry & Logging Forestry support services & activities, the cultivation of forest trees, etc. Amusement/Recreation Amusement parks, theme parks. Other sports services and operations, amusement and recreational activities. Architecture/Engineering/ Tech Architectural & engineering activities and related technical Testing consultancy. Technical testing & analysis. Building Services/Landscape Combined facilities support, cleaning, landscape care & maintenance activities. Computer Programming/ Computer programming, consultancy, facilities management. Other Consultancy information technology & computer service activities. Construction-Buildings Construction of roads, railways, utility projects, other civil engineering projects. Construction-Civil Engineering Demolition & site preparation. Electrical, plumbing & other construction installation activities. Building completion and finishing, other construction installation. Construction-Specialized This includes general construction of buildings of all kinds. It includes new work, repair, additions and alterations, the erection of pre-fabricated buildings or structures on the site and also temporary construction. Included is the construction of entire dwellings, office buildings, stores and other public and utility buildings, farm buildings, etc. Creative Arts/Entertainment Includes a wide range of activities to meet varied cultural, entertainment and recreational interests of the general public, including live performances, operation of museum sites, gambling, sports and recreation activities. Education Pre-primary, primary, secondary, technical, vocational, higher, cultural, sports & recreation, other education. Educational support activities. © 2017 Hilton Confidential & Proprietary Electric/Gas/Steam/Air Cond Electric power generation, transmission, distribution. Manufacture Supply of gas. Steam & a/c supply. Employment Placement agencies, temporary employment, other human resources activities. Extraterritorial Activities of extraterritorial organizations & bodies; foreign Organizations/Bodies embassies, military bases in foreign countries, offices of the United Nations. Delphi.fdc Data Entry Standards Guide Page 32 Last update: 22 March 2021 Name Industry Codes - Definitions Financial Service not Monetary intermediation, central banking, holding companies. Insurance/Pensions Trusts, funds, financial entities, financial service activities except insurance & pension funding. Financial leasing, credit granting. Activities auxiliary to financial service activities, administration of financial markets, security & commodity contracts brokerage, insurance & pension funding, risk & damage evaluation, activities of insurance agents & brokers, fund management activities, etc. Food and Beverage Service Restaurants & mobile food service, event catering, other food activities, beverage serving activities. Foreign Affairs/Diplomatic Immigration services, foreign affairs and the administration of government programs. Gambling/Betting This includes the operation of gambling facilities such as casinos, bingo halls and video gaming terminals and the provision of gambling services, such as lotteries and off-track betting. Government/Public Includes activities of a governmental nature, normally carried out Administration by the public administration. This includes the enactment and judicial interpretation of laws and their pursuant regulation, as well as the administration of programs based on them, legislative activities, taxation, national defense, public order and safety. Also includes compulsory social security activities. Head Offices/Management Activities of head offices; management consultancy activities. Consultancy Health-Human Hospital, medical, dental, other. Health-Residential Care Nursing care facilities, mental health, substance abuse, elderly & disabled care activities. Health-Social Work no Social work activities without accommodation for the elderly & Accommodation disabled. Other social work activities without accommodation. Households-Domestic Employers Activities of households as employers of domestic personnel such as maids, cooks, waiters, valets, butlers, laundresses, gardeners, gatekeepers, chauffeurs, caretakers, governesses, babysitters, tutors, secretaries etc. Households- Undifferentiated goods & service-producing activities of private Goods/Services/Products households for own use Information Services Data processing, hosting & related activities. Web portals. News agency, other information service activities. Insurance, Reinsurance & Insurance, life insurance, non-life insurance, reinsurance, pension Pension Funding funding Legal/Accounting Legal, Accounting, bookkeeping, auditing activities; tax © 2017 Hilton Confidential & Proprietary consultancy. Library/Archive/Museum Culture Library, archives, museums, operation of historical sites & buildings, botanical & zoological gardens and nature reserves. Manufacture - Basic Metals Basic iron and steel, non-ferrous metals. Casting of metals, iron and steel, non-ferrous metals Manufacture – Beverage Distilling, rectifying, and blending of spirits. Manufacture of wines, malt liquors, malt, waters, and soft drinks. Delphi.fdc Data Entry Standards Guide Page 33 Last update: 22 March 2021 Name Industry Codes - Definitions Manufacture – Chemical/ Basic chemicals, fertilizers, nitrogen compounds, plastics, synthetic Chemical Products rubber in primary forms, pesticides, agrochemical products, paints, varnishes, printing ink, soap, detergents, cleaning and polishing preparations, perfumes, man-made fibers. Manufacture – Coke/ Refined Coke oven products, refined petroleum products. Petroleum Manufacture - Electronic components & boards, computers & peripheral Computer/Electronic/ equipment, consumer electronics. Watches & clocks, measuring, Optical testing, navigating & control equipment. Irradiation, electromedical & electrotherapeutic equipment. Optical instruments, photographic equipment, magnetic & optical media. Manufacture - Electrical Electric motors, generators, transformers, batteries, wiring & wiring Equipment devices, electric lighting equipment, domestic appliances, fiber optic cables, etc. Manufacture - Fabricated Metal Structural metal products, tanks, reservoirs, steam generators, Products weapons & ammunition. Forging, pressing, stamping & roll-forming of metal. Treatment & coating of metals, cutlery, hand tools, general hardware. Manufacture - Food Products Processing and preserving of food products. Manufacture of dairy, grain, bakery, pasta, etc. Prepared meals and dishes. Manufacture - Furniture The manufacture of furniture and related products of any material except stone, concrete and ceramic. Manufacture - Leather Products Tanning & dressing of leather. Luggage, handbags, saddles, harness, footwear. Dressing & dyeing of fur. Manufacture - Engines, turbines, fluid power equipment, power-driven hand tools, Machinery/Equipment ovens, furnaces, lifting & handling equipment, agricultural & forestry machinery, pumps, compressors, taps, valves. Machinery for mining, quarrying & construction; food, beverage & tobacco processing; textile, apparel and leather production; other special- purpose machinery. Manufacture - Motor Motor vehicles, bodies for motor vehicles, trailers, semi-trailers, Vehicles/Trailers parts & accessories for motor vehicles. Manufacture-Other Jewelry, musical instruments, sporting goods, games & toys, medical & dental instruments & supplies, other manufacturing. Manufacture – Other Non- Glass, clay building products, porcelain, ceramic, lime, plaster, Metallic/Mineral Products cement, concrete, cutting & shaping & finishing of stone, Manufacture – Other Transport Building of boats, ships, floating structures, railway locomotives & Equipment rolling stock, air and spacecraft, military fighting vehicles, motorcycles, bicycles, transport equipment. © 2017 Hilton Confidential & Proprietary Manufacture – Paper/Paper Paper, pulp, paperboard, corrugated paper, containers of paper & Products paperboard, other articles of paper. Manufacture – Pharmaceutical Pharmaceuticals, medicinal, chemical and botanical products Products Manufacture – Printing, reproduction of recorded media, printing services Print/Reproduction Record Media Delphi.fdc Data Entry Standards Guide Page 34 Last update: 22 March 2021 Name Industry Codes - Definitions Manufacture – Repair/Install Repair metal products, machinery, equipment, electronic & Machinery/ Equip optical equipment, transport equipment except motor vehicles, other equipment. Install industrial machinery & equipment, etc. Manufacture - Rubber & Plastics Tires and tubes, re-treading and rebuilding of tires, rubber products, plastic products Manufacture - Textiles Spinning, weaving and finishing of textiles. Manufacture of knitted & crocheted fabrics, carpets, rugs, cordage, rope, twine and netting. Does not include apparel. Manufacture - Tobacco Includes manufacture of tobacco products and products of Products tobacco substitutes: cigarettes, cigarette tobacco, cigars, pipe tobacco, chewing tobacco, snuff - manufacture of homogenized or reconstituted tobacco, stemming and re-drying of tobacco. Manufacture - Wearing Apparel Articles of fur knitted & crocheted apparel, all wearing apparel. Manufacture – Wood/Cork, not Sawmilling & planing of wood. Veneer sheets, wood-based Furniture panels, builders’ carpentry & joinery, wooden containers, other wood products. Not furniture. Membership- Fraternal Organizations of youth, young persons, students, clubs and fraternities. Membership - Organizations Organizations representing interests of special groups or promoting ideas to the general public. Membership - Other LGBT Organizations for the protection and betterment of special groups. Membership - Other Multi-Cultural Organizations for the protection and betterment of ethnic and minority groups. Membership - Religious Religious organizations or individuals providing services directly to worshippers in churches, mosques, temples, synagogues or other places. Membership - Social/Service Organizations representing interests of special groups or promoting ideas to the general public. These organizations usually have a constituency of members, but their activities may involve and benefit non-members as well. Membership - Trade Union Organization promoting of the interests of organized labor and union employees. Membership - Professional Organizations whose members’ interests center chiefly on a particular scientific discipline, professional practice or technical field, such as medical associations, legal associations, accounting associations, engineering associations, architects associations etc. Mining - Coal & Lignite Hard coal, lignite mining. © 2017 Hilton Confidential & Proprietary Mining - Crude Petroleum/Natural Extraction of crude petroleum & natural gas. Gas Mining - Metal Ores Iron, non-ferrous metal ores, uranium, thorium, etc. Mining – Other/Quarrying Stone, sand, clay, chemical & fertilizer minerals, etc. Extraction of peat and salt. Mining - Support Services Support activities for petroleum & natural gas extraction, mining, quarrying. Motion Picture/Video/TV/ Motion picture, video, television program production, post- Recording/Music production and distribution activities. Sound recording & music Delphi.fdc Data Entry Standards Guide Page 35 Last update: 22 March 2021 publishing activities. Office Administrative/Support/ Office administrative & support, photocopying, document Business preparation, specialized office support, call centers, organization of conventions & trade shows, business support service, collection agencies & credit bureaus, packaging activities. Other Personal Service Activities Washing & cleaning of textile & fur products, hairdressing & other beauty treatment, funeral & related activities, personal service activities. Other Specialized design activities, photographic activities, other Professional/Scientific/Technical professional, scientific, technical activities. Programming/ Broadcasting Radio broadcasting, television programming & broadcasting activities. Public Admin/Defense/Foreign The administration of programs based on national Affairs defense, public order and safety. Name Industry Codes - Definitions Public Safety Activities Regular and auxiliary police forces supported by public authorities and of port, border, coastguards and other special police forces, including traffic regulation, alien registration and maintenance of arrest records. Firefighting and fire prevention. Civil and criminal law courts, military tribunals and the judicial system, including legal representation and advice on behalf of the government or when provided by the government in cash or services. Rendering of judgements and interpretations of the law. Arbitration of civil actions. Prison administration and provision of correctional services, including rehabilitation services, regardless of whether their administration and operation are done by government units or by private units on a contract or fee basis. Provision of supplies for domestic emergency use in case of peacetime disasters. Publishing Books, periodicals, directories, mailing lists, newspapers, journals, software, other, etc. Real Estate Real estate activities with owned or leased property, fee or contract basis. Rental/Leasing Motor vehicles, personal & household goods, recreational & sports goods, video tapes & discs, other machinery, equipment & tangible goods. Leasing of intellectual property & similar products, except copyrighted works. Repair/Computers/ Repair of computers, communication equipment, personal & © 2017 Hilton Confidential & Proprietary Personal Household household goods, consumer electronics, household appliances, home & garden equipment, footwear & leather goods, furniture & home furnishings, other goods. Delphi.fdc Data Entry Standards Guide Page 36 Last update: 22 March 2021 Retail Trade, not Food, beverage, tobacco, automotive fuel, information & Motor Vehicle/Cycle communications equipment, computers, peripheral units, software & telecommunications equipment, audio & video equipment, textiles, hardware, paints, glass, carpets, rugs, wall & floor coverings, cultural & recreation goods, books, newspapers, stationery, music & music video recordings, sporting equipment, games & toys, clothing, footwear, leather articles, pharmaceutical & medical goods, cosmetic & toilet articles, second-hand goods, etc. Retail sale via stalls & markets or not in stalls & markets; via mail order houses or via the internet. Scientific Research & experimental development on natural or social Research/Developm sciences, engineering and humanities. ent Security/Investigatio Private security, security systems, investigation activities. n Activities Sports Activities Sports, sports facilities, sports clubs. Telecommunication Wired, wireless, satellite and other telecommunications activities. s Transport - Air Passenger or freight transport. Airlines. Transport - Railways, passenger rail or land transport, freight transport, urban Land/Pipeline & suburban passenger land transport. Transport – Includes postal and courier activities, such as pickup, transport and Postal/Courier delivery of letters and parcels under various arrangements. Local Activities delivery and messenger services are also included. Name Industry Codes - Definitions Transport - Warehousing & Warehousing & storage, service & support for transportation, cargo Support Activities handling, etc. Transport - Water Sea, coastal or inland water transport for passengers or freight. Travel Agency/Tour Travel agency & tour operator activities, other reservation service & Operator/Reservations related activities. Utilities – Removal This involves also waste reduction, ash collection, the collection of Pollution/Contaminate refuse in litter boxes in public places, the removal of building debris, dumping of refuse on land or in water, burial or ploughing- under of refuse and storm sewerage, emptying and cleaning of cesspools and septic tanks, servicing of chemical toilets, dilution, screening and filtering, sedimentation, chemical precipitation, activated sludge treatment and other processes for sewage disposal and also the maintenance of sewers and drains. Utilities - Sewerage Includes the operation of sewer systems or sewage treatment © 2017 Hilton Confidential & Proprietary facilities that collect, treat, and dispose of sewage. Utilities - Waste Collection, Collection of non-hazardous & hazardous waste, waste treatment & Treatment, Disposal disposal. Treatment & disposal of hazardous & non-hazardous waste. Materials recovery. Utilities - Water Collection, Includes collection, purification and distribution of water to Treatment & Supply household, industrial, commercial users. Delphi.fdc Data Entry Standards Guide Page 37 Last update: 22 March 2021 Veterinary Activities The provision of animal health care and control activities for farm animals or pet animals. These activities are carried out by qualified veterinarians in veterinary hospitals as well as when visiting farms, kennels or homes, in own consulting and surgery rooms or elsewhere. It also includes animal ambulance activities. Wsale Trade, not Motor Wholesale on a fee or contract basis. Agricultural raw materials & Vehicle/Cycle live animals, food, beverages, tobacco, textiles, clothing, footwear, household goods, machinery, equipment, supplies, computers & equipment, electronic & telecommunications. Solid, liquid & gaseous fuels, metals & metal ores, waste & scrap, construction materials, hardware, plumbing & heating equipment, etc. Wsale/Retail Trade/Repair Sale, maintenance & repair of motor vehicles and related parts & Motor Vehicle/Cycle accessories. Sale, maintenance and repair of motorcycles & related parts & accessories. Delphi.fdc Data Entry Standards Guide Page 38 Last update: 22 March 2021 9 Appendix C - Business Classification The Account Market Segment in Delphi reflects the majority of the type of business that the Account books. It is possible for the Booking Type to reflect a very different type of business. © 2017 Hilton Confidential & Proprietary Delphi.fdc Data Entry Standards Guide Page 39 Last update: 22 March 2021 10 Appendix D – Lead Sources Name Lead Sources - Definitions Account Review Lead generated from a review of the Account Allegiance Program Loyalty-based program targeted at small and medium corporate Accounts. Brand Promotion Lead generated online from a Hilton Brand company-wide promotional effort. Brand.com Lead generated by the customer directly from Hilton.com or Hotel’s homepage Bring Back Old Business “BBOB” Targeted effort to solicit and book previously-definite Accounts. BusinessMeetings.com Lead generated from BusinessMeetings.com. ChooseYourEvent.com Lead generated from this website. Competitor Lead generated from a Competitor ConnectPlus Connect+ hotels should select this source when receiving RFPs from hiltonworldwide.com/connectplus. Convention Visitors Bureau Lead generated from a Convention and Visitors Bureau CoStar Tenant Lead generated from CoStar Tenant that provides commercial real estate tenant moves, expansions, downsizes and expiring leases. Customer referral Lead generated from an existing customer Cvent Lead generated from Cvent. Direct Inquiry - Fax/ Lead resulting directly from a customer via email, letter or fax, or Phone/email phone FAM Trip/Site Lead generated from dining or other social interaction with a Inspection/Appointment customer Get There Lead generated from GetThere.com. GroupDirect Leads generated from the digital platform One Hero Web (OHW), for small groups with 10-25 guest rooms. GroupSync Leads generated from GroupSync / Group360 Honors Lead generated via Honors program Hilton Destination Marketing Leads generated from Hilton Destination Marketing Hilton Direct Lead resulting from a customer who Contacted Hilton Direct HRCC Lead generated from Hilton Reservations Consolidated Center (HRCC) © 2017 Hilton Confidential & Proprietary Hilton Sales Lead generated from Hilton Sales Hotel Promotion Lead resulting from an individual hotel-generated special promotion effort. Hotel Relocation/Force Lead generated as a result from being relocated due to renovations Majeure or an unavoidable catastrophe interrupting the expected course of events, e.g. major weather-related event. HotelPlanner.com Lead generated from HotelPlanner.com Delphi.fdc Data Entry Standards Guide Page 40 Last update: 22 March 2021
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