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Four Points by Sheraton Preparation and room set-up: Tables of 10 associates with at least one “manager” at each table, an Executive Committee member or Department Head to help facilitate discussion. Please provide a flip chart and markers at each table. Play music as associates enter the room. NOTE: You must save the PowerPoint presentation to your desktop or hard drive. Please review this presentation before you present. The slides are programmed on mouse clicks. You must “click” to get through the presentation slides. Please review it so you can become familiar with the slides as well as the scripted NOTES section which are your speaker notes if you choose to use them. Complacemos sus deseos 2

Inserte tema de presentación de la lista sugerida Presentaciones Nombre Cargo Inserte tema de presentación de la lista sugerida

Agenda de complacemos sus deseos Posicionamiento y valores esenciales de Four Points by Sheraton Todo se comunica Impresiones perdurables Nuestro perfil de éxito de los empleados Reflexión y llamado a entrar en acción

Posicionamiento de la marca Four Points by Sheraton ayuda a que su día sea más sencillo. Complacemos los deseos del viajero independiente con una nueva clase de comodidad, un estilo accesible y un servicio dinámico y enérgico, todo con el valor honesto que usted merece. Empiece el día sintiéndose lleno de energía y termínelo relajado y libre para disfrutar los pequeños placeres que hacen especial el tiempo que pasa lejos de casa. Note: Run the mood video before reading the positioning. Note: Please read aloud the brand positioning to the audience and share with them what this means to you. I am pleased to share with you our new brand positioning. Four Points by Sheraton helps uncomplicate your day. We delight the self-sufficient traveler with a new kind of comfort, approachable style, and spirited, can-do service — all at the honest value you deserve. Start your day feeling energized and finish up relaxed and free to enjoy little indulgences that make your time away from home special. Honest Uncomplicated Comfort Posibilidades: 21

Valores esenciales de Four Points by Sheraton Honesto Sencillo These are the core values for Four Points by Sheraton. Four Points by Sheraton is about being honest, uncomplicated and comfort. Cómodo Posibilidades: 22

Valores esenciales de Four Points by Sheraton Honesto Como viajero independiente, usted reconoce el valor en cuanto lo ve. En Four Points by Sheraton, le brindamos todo el valor honesto que usted merece. Nuestros precios son honestos y fáciles de entender. Nuestros servicios son sencillos y confiables, y ¡hasta nuestras sonrisas son sinceras! Note: Please read the value description to the audience. Honest As a self-sufficient traveler, you know value when you see it. At Four Points by Sheraton, we provide the honest value that you deserve. Our Simple Pricing is straightforward and easy to understand. Our services are uncomplicated and reliable, and our smiles are genuine, too! Note: Please share with the audience what “honest” means to you. Provide examples of where you have personally seen this in your property today. Posibilidades: 22

Valores esenciales de Four Points by Sheraton Sencillo En Four Points by Sheraton, usted deja los inconvenientes de viajar fuera de nuestra entrada principal. Nuestro criterio de servicio es franco y cordial. Aquí estamos para ayudarlo a que su día sea más sencillo, dándole lo que usted más necesita, según sus planes y condiciones, y siempre con una sonrisa. Note: Please read the value description to the audience. Uncomplicated At Four Points by Sheraton, you leave the hassles of travel outside our front door! Our approach to service is friendly & straightforward. We’re here to help you uncomplicate your day by giving you what you need most, on your terms and on your schedule, and always with a smile. Note: Please share with the audience what “uncomplicated” means to you. Provide examples of where you have personally seen this in your property today. Posibilidades: 22

Valores esenciales de Four Points by Sheraton Cómodo En Four Points by Sheraton, usted puede encontrar su propia zona de comodidad. Ofrecemos un refugio personal para relajarse, recargar energías y ponerse cómodo después de un largo día. Tenga la libertad de elegir la forma en la que desea relajarse: haciendo ejercicio, viendo TV mientras saborea su bebida favorita, disfrutando comida tradicional con colegas o nuevos amigos, o leyendo un libro frente a la chimenea. Encuentre la comodidad según sus propias condiciones. Note: Please read the value description to the audience. Comfort At Four Points by Sheraton, you can find your own comfort zone. We provide a personal haven to relax, unwind, recharge and get comfortable after a long day. Have the freedom to choose how you’ll relax: work out, watch TV while sipping your favorite beverage, enjoy comfort food with colleagues or new friends, or read a book in front of a fireplace. Find comfort on your own terms. Note: Please share with the audience what “comfort” means to you. Provide examples of where you have personally seen this in your property today. Posibilidades: 23

Todo se comunica Posibilidades: 24

Todo se comunica Luego de que el huésped le cuenta que su familia se reunirá con él al final del viaje de negocios, usted le ofrece algunas opciones de actividades con los niños para el fin de semana. Una huésped espera en la fila de la recepción con su equipaje, y se ve cansada y confundida. Se hace tarde para llegar al cine, el camarero ofrece llevar el postre a la habitación del huésped a su regreso. El huésped pasa cerca de 30 minutos buscando instrucciones y conectándose a Internet en su habitación. En una conversación con un huésped al final de su estadía después de una estresante semana, el huésped le dice que se va a retirar a relajarse en su habitación durante la noche. Usted le ofrece al huésped una película para la habitación y algunos refrigerios para asegurarse de que pase una buena noche. Posibilidades: 26

Actividad de Todo se comunica Frente de la Casa Corazón de la Casa Valores esenciales Fue congruente con los valores básicos de la marca/No fue congruente con los valores básicos de la marca Cámaras 20 minutos Posibilidades: 27

Valor esencial: Honesto Facilitador: inserte fotografías digitales del hotel Posibilidades: 27

Valor esencial: Sencillo Facilitador: inserte fotografías digitales del hotel Posibilidades: 27

Valor esencial: Cómodo Facilitador: inserte fotografías digitales del hotel Posibilidades: 27

Impresiones perdurables Posibilidades: 28

Impresiones perdurables Posibilidades: 28

Posibilidades: Crear posibilidades – 30 29-30 I am happy to share with you the Four Points by Sheraton Associate Success Profile which identifies the key factors that will make you successful as a Four Points by Sheraton associate. These success factors are the foundation for all the people practices I just mentioned. We want to make sure that all Four Points by Sheraton associates understand what it takes to be successful and we will provide you the tools and training that will inspire you to be your best. To Engage means to Welcome opportunities to continuously learn and grow – Commit to your career, each other, and our guests – Challenge yourself everyday to reach your potential To Respect Team Four Points means to Show that everyone and every job matters – Value differences and create an environment of inclusion – Work as one team and count on each other – Show appreciation and respect for our company and our team To Care means to Understand and fulfill guests needs – Empathize with guests and show that they matter – Be friendly, approachable, and genuine – Provide attentive and comforting service To Own means to Get it done in an honest and caring way– Be the guest advocate – Take personal responsibility – Deliver service passionately Crear posibilidades – 30 Posibilidades: 29-30

Reflexión y llamado a entrar en acción Posibilidades: 31

“La mejor forma de desarrollar una marca es una persona a la vez.” Howard Schultz, Presidente y Fundador de Starbucks

Gracias GRAZIE 谢谢 XIN CAÛM ÔN MERCI OBRIGADO DANKE SCHÖN GRACIAS 감사합니다 THANK YOU MERCI OBRIGADO TERIMA KASIH GRACIAS ขอบคุณ شكرا لكم TERIMA KASIH Notes: Please keep the languages appropriate for your group and delete the rest. Welcome everyone! I am so happy to see all of you here. I am even more excited to share with you what Starwood has been doing regarding building world class brands. As many of you know, I was in San Diego last week at a Starwood conference attended by over 2,000 General Managers and Starwood owners from around the world. The excitement around this brand work is incredible. The feeling of pride around Starwood and the Four Points by Sheraton brand is fantastic. I want to share what I learned with you and what this will mean to us at (name of your property).