Rydges Brand Manual_31Aug2017

GUEST STANDARDS & BRAND MANUAL

YOUR PEACE OF MIND,
OUR PRIORITY.

WELCOME TO RYDGES HOTELS & RESORTS

CONTENT PAGE

A GUIDE TO MAKING SURE GUESTS ARE AT PEACE OF MIND AT ANY STATE OF MIND

WHAT MAKES
RYDGES “RYDGES”?

We believe in peace of mind
travel. For us, that means connec-
tivity, quality and comfort. We know
you have people to see and places to
go, that’s why our hotels and resorts
are located in prime positions: city
hearts, business centres and inspired
natural retreats...all for your peace
of mind when staying at Rydges
Hotels & Resorts.

A GUIDE TO MAKING SURE GUESTS ARE AT PEACE OF MIND AT ANY STATE OF MIND

RYDGES
BRAND
IDENTITIY

BEST RATE GUARANTEE

Book the best online rates or we will match what you found

FAMOUSLY FAST, FREE WiFi

We make sure you’re connected 24/7 at the highest speed

RISE BREAKFAST

The freshest and best start to the day

RYDGES DREAM BEDS

Tuck yourself into our signature Dream beds for a good night sleep

PRIORITY GUEST REWARDS

Reward yourself with 10% upfront and other hotel benefits

FRIENDLY STAFF

From front of house to back of house, SMILES are everywhere

OUR VALUES

Many key values make up Rydges brand experience.
If the brand was human, this is how it would think, feel and act.

connect comfort

Rydges connects and engages with every We provide the comfort of prime location for
customer by paying attention to individual meet ups and signature Rydges Dream beds to
needs. ensure guests sleep well.

friendly social

Rydges staff welcome guests and lend a helping Rydges is all about socialising, interaction and
hand sincerely to ensure quality services are community - both online and offline
experienced.
fun
professional
It’s not just a place to stay. De-stress in the
All the technology, interactive facilities, wine & gym. Swim in the heated pool. Unwind in
dine products and staff support that you would trendy bars and award-winning restaurants.
expect, in ways that you wouldn’t. Look forward to ‘surprises’ - each location is
an opportunity to experience something new.

LET THE
GUEST
JOURNEY
BEGIN...

RESERVATIONS

• Hotel accepts reservation calls 24/7. If reservation
team is unavailable, calls should be diverted to
reception or night audit

• Associate answers call within 3 rings
• Hotel name is used in greeting
• Offer non-PGR members the opportunity to sign up

for FREE to receive 10% off best available rates and
explain other in-house benefits
• Solicit or mention contact details to ensure it has not
changed
• Assure caller that an email confirmation will be sent
• after the call
• Thank the caller for choosing “hotel name”

• Automated email replies are turned on to confirm
email received and will be attended within 24-hour
using the approved EVT template

• Emails to guests must be from the appropriate
@evt.com email address with approved Rydges email
signature

A GUIDE TO MAKING SURE GUESTS ARE A

STAFF PRESENTATION (GROOMING)

Employees MUST maintain a professional uniform standard and
immaculate presentation at all times, ready to greet Rydges guests.

Hairstyles / Facial Hair Nail care

• Moustaches, side burns & beards neatly trimmed / clean shaven Nails trimmed to a
• Fringe must sit above the eyebrows reasonable length,
• Ladies short hairstyles (e.g Bob) must not touch the shoulders clean and well mani-
• Ladies hair that touches shoulders must be tied back in a ponytail or bun cured in natural color.

with a black, brown or blonde hair tie that matches the hair colour

UNIFORMS Jewellery Tattoos Make up

• Cleaned, washed & ironed • Wedding and/or engagement ring acceptable Whilst on duty, long Natural & conservative
before each shift to look neat & • Conservative stud earrings for females sleeved shirts or make up is strongly
tidy at all times • small watch permitted bandages to be worn encouraged.
• NO cartilage or facial piercings to cover tattoos
• Alterations or repairs must be
completed by housekeeping

AT PEACE OF MIND AT ANY STATE OF MIND

FIRST IMPRESSIONS

RYDGES signage lights turned on
at all times
HOTEL NAME (BOTTOM)

• MISSING CONTENT...

A GUIDE TO MAKING SURE GUESTS ARE AT

OUTDOOR SIGNAGE & EXTERIOR AREA

T PEACE OF MIND AT ANY STATE OF MIND

FIRST IMPRESSIONS

CLEAN SPACIOUS

UNCLUTTERED

NEAT LIGHTS ON

• Complimentary copies national newspaper on weekdays, local newspapers 7 days a week in lobby,concierge/
Front Desk area and restaurant

• House telephones must be present in lobby area and each hotel guest rooms’ floor. Must be programmed for
direct ring to a 24-hour staffed location and not direct dial to guest rooms

• Botanical meets botanical guidelines
• Brand approved music program & scent program is in place

A GUIDE TO MAKING SURE GUESTS ARE AT

LOBBY & PUBLIC AREAS

Brand approved scent must be Light fixtures are fitted with • Brand specified media player is Local currency is made available via
noticeable in main entrance & high efficiency lighting i.e. playing the brand approved playlist discreetly placed on-site ATM or at
front desk area LEDs, CFLs compiled by EVT Director of En- Front Desk
tertainment

• Music is audible in Lobby, Bars,
Restaurants & Lifts

• Lighting: illumination is adjusted to reflect the transition of day to night and night to day
• Quality, high efficiency lighting is used i.e. LEDs, CFLs in guest corridors & public area
• All public restrooms have the following amenities, according to brand specification, which are fully stocked and func-

tional soap dispenser, hand towels and/or hand dryers, toilet paper, wastebasket, facial tissue, restrooms must maintain
a neutral or pleasant aroma.

T PEACE OF MIND AT ANY STATE OF MIND

FIRST IMPRESSIONS

• Check-in time starts from 2pm
• Check-in process completed within 3-minutes
• Recognise when an accommodation package is booked & inform guest of package elements
• Messages, faxes & packages received prior are given to guest at check-in
• Only Rydges approved stationery, keys & key wallets are used
• Departure date and room type confirmed
• Departure time asked
• Collect method of payment / pre-auth
• 2 keys provided in Rydges key card holder/wallet with internet login details
• Associate recognises guests from 6 metres away and smiles & greets at 2 metres
• ONE PGR digital enrolment display in place at check in

A GUIDE TO MAKING SURE GUESTS ARE AT

GUEST CHECK-IN

IF THE GUEST IS A
...PGR MEMBER

• PGR Welcome brochure handout including
welcome back drink information

• Must not be relocated
• Allocate a preferred room for members who

book direct
• Guaranteed late-check out upon request

...NON-PGR MEMBER

• PGR FREE Sign Up flyer handout and associate
to advice in-house benefits to increase guest’s
interest to join the program

T PEACE OF MIND AT ANY STATE OF MIND

CONCIERGE SERVICE

IF AVAILABLE...

• Concierge service is available 24 hours a day,
7 days a week

• Concierge services include reservations, lo-
cation map handout, printing, luggage as-
sistance, open vehicle and hotel doors, valet
parking, escort guests within the hotel when
directions are requested and offer additional
services

IF UNAVAILABLE...

• Concierge service is to be offered by dedicated
staff or front desk staff

• Concierge services include location map handout
and reservation at the minimum

A GUIDE TO MAKING SURE GUESTS ARE AT

VALET SERVICES

IF AVAILABLE...

• Associates proactively open vehicle & hotel
doors

• Associates proactively assist with luggage and
offer directions

• Associates offer Rydges umbrella if raining
• Associates smiles, offers an appropriate hos-

pitality greeting while maintain eye contact
during conversation with guests and use the
guest name at least once (if known)
• Associate provides clear directions or escorts
guests within the hotel when directions are
requested
• Associate explains retrieval process, rates, and
methods of payment. Printed receipt provid-
ed on request.
• Default method of payment is room charge.
• Vehicles are returned within 20 minutes of
request, or guest is notified of a delay.
• Valet parking ticket meets current brand
graphic standards

IF UNAVAILABLE...

• Confirmation email to provide clear self-parking
instructions

T PEACE OF MIND AT ANY STATE OF MIND

BUSINESS SERVICES

IF AVAILABLE...

• A minimum of two (2) and maximum of
four (4) property provided computer work-
stations per brand specification.

• A minimum of one (1) property provided
printer per brand specification.

• All workstations must be of same brand with
a minimum 19-inch display.

• Complimentary wireless internet access for
registered property guests.

• The post-login redirect page for all guest in-
ternet access must meet brand specifications.

• If mouse pads are present, they must be
present at all workstations.

IF UNAVAILABLE...

• ..... missing content...

A GUIDE TO MAKING SURE GUESTS ARE AT

FITNESS CENTRE

IF GYM IS AVAILABLE...

• Flooring should be easily cleaned / carpet
should not be used

• Entry signage as per brand specifications.
• Towel storage unit.
• Waste basket and towel receptacles.
• Wall Clock.
• Filtered chilled water system.
• Fitness Equipment is in place per brand

guidelines.
• Cardio equipment type. (TBC)
• Cardio equipment quantity. (TBC
• Strength equipment type. (TBC)
• Strength equipment quantity. (TBC)
• Large stretching mat.
• Inflated Stability Balls
• Yoga Mat.

IF POOL IS AVAILABLE...

• Indoor pool water temperature is a minimum of
24°C/ 76°F.

• Pool towels are conveniently located for guest
use.

T PEACE OF MIND AT ANY STATE OF MIND

FREE

INTERNET

ACCESS

BUSINESS CENTRE PUBLIC AREAS IN-ROOM

Hotel’s rydges.com webpage Guests are able to access the in- Guests are able to login to un-
window to display on com- ternet with the login details pro- limited devices using the same
puter screen before and after vided on check-in during their login details during their stay at
guest login with the username stay at the hotel. For non-stay- the hotel until check-out
(surname) and password (room ing guests, if requested, they are
number) provided on check-in able to access the internet for
free when dining or drinking in-
house

ELEVATORS

NO PROMOTIONAL MATERIAL

GUEST
ROOM

GUEST ROOM For more information, please refer to Rydges collateral brand manual

FLAT SCREEN TV SAFE BLACK OUT INTERNAL DOOR WORK DESK
CURTAINS • Blotter & blotter paper & pen
• Minimum size 40-inch brand ap- • Each guestroom contains the HANDLE • A6 notepad& pen
proved LED/LCD or LED backlit brand-approved safe. • Loyalty program tent card
television • Room service/Doorknob • WIFI Card
• Each guestroom is furnished with breakfast menu • A wastebasket under the desk
• Free to Air television channels a safe large enough to accommo-
• Welcome channel or PGR TV date a 13” laptop computer. • DND/Make up room hanger

video is played on arrival • Recycle wastebasket (optional)

BEDSIDE TALE RYDGES DREAM BED WARDROBE COFFEE TABLE MINI BAR

• Dream bed card • King Coil mattress and torsion- • 2 laundry form and laundry bag • Welcome Tray • Minibar is prsented with minibar
• Loyalty program PGR tent card sprung bed base. • Iron & ironing board • Room service folder and in-room items, minibar menu, price list, 2
• TV remote • Kettle & water jug branded coasters, 2 stem wine
• AM/FM Alarm clock or digital • Mattress protector. • 4 standard coat hangers & 2 skirt dining menu glasses, 2 stem flute glasses, 2
• Valance. • Compendium folder stemless glas ses (rock/tumbler or
clock • 3 flat sheets & pillow cases hangers • Printed guest services directo- stemless wine), bottle opener, 2 cup
• Min 1 cordless / corded phone • Continental Quilt (Duvet) • Bathrobes & 2 pairs of slippers mugs, 2 teaspoons
• Bluetooth connectivity (suites) • 2 Feather & Down, 2 Micro-Denier ry IF interactive guest services
(suites only incl purchase card) directory is not available on TV • Complimentary coffee/tea
per bed • 1 blanket, 1 pillow service: 4 Tea Sachets, 4 Coffee
• Breakfast Cushion • 1 luggage rack; luggage bench(s) Sachets, 2 Hot Chocolate Sachets,
2 Decaffeinated Coffee Sachets, 4
or built-in surface in wardrobe Equal Sachets, 6 Sugar Sachets, 2
UHT milk (stored in minibar)
(alternatives).

NO SMOKING

GREEN PROGRAM IS IN PLACE

1. Replacement of linen and towelling is car-
ried out in accordance with Green Program.

2. Fan units are quiet & discreet.

3. Where Green Program is present, house-
keeping services are carried out in accor-
dance with the Implementation Guide.

GUEST BATHROOM

• Guest bathroom should feature shower curtain and liner or glass panel/door. If shower
curtain is used, shower rod with roller style hooks must be installed.

AMENITIES QTY AMENITIES QTY

Bathrobes* 2 Body Soothe 1

Free standing hair dryer 1 Shower cap 1

Waste basket 1 Sanitary bag 1

Soap dish 1 Sanctum black plastic tray 1

Facial tissue and tissue box 1 Facewasher 2**
cover Water saver card 1

Toilet tissue 1

Make-up mirror 1 Water glasses on coasters or 2
Soap stand caps

2 Bath mat 1

Shampoo 1 Hand towel 1**

Conditioner 1 Towels folded and placed on 2**
towel rack

*Available in a Suite or higher room category. Bathrobe(s) must be hung in bathroom; if addi-
tional robe(s) present, placement is in the closet.All robes presented in the bathroom, closet or
available on request must meet Brand specifications. (TBC)

**Place additional item if 3 or more guests staying in room.

A GUIDE TO MAKING SURE GUESTS ARE AT

OTHERS

IN-ROOM COLLATERAL (OPTIONAL?)

Green program card Television channel listing

Printed Guest Services Directory Telephone faceplate

WIFI Card Press Reader Card

Towel Card (bathroom) No smoking tent card

IN CASE OF AN EMERGENCY, FIRE DOOR SIGNAGE MUST PRESENT BEHIND ALL
HOTEL’S ROOM DOOR. FIRE DOOR HANGER MUST BE AVAILABLE IN DISABLED
ROOM FOR HEARING / SIGHT IMPAIRED GUESTS.

WAKE-UP CALL

• Live or automated wake-up services requests are available 24/7
• Phone is answered within three rings
• If wake up call is taken live, confirmation of date, time and room number

is provided; and a second/follow-up wake up call is offered to guest
• All wake up calls must be received within 5 -min of requested time.
• If live, wake up call includes a pleasant greeting, time confirmation & a

pleasant closing
• All unanswered wake up calls will be repeated within 5-min. If call
• remains unanswered after another 5 minutes, it is investigated by a staff

member

T PEACE OF MIND AT ANY STATE OF MIND

FOOD &

BEVERAGE

HOT BUFFET CEREAL STATION

WHAT IS RISE AT RYDGES? FRUITS STATION BAKERY ITEMS
The RISE AT RYDGES breakfast is a fresh new
approach to breakfast, which combines the best YOGURTS, SMOOTHIES & JUICES & SHOTS
of contemporary hotel breakfast with the latest BIRCHER MUESLI
café components. It is an innovative alternative to
breakfast buffets, high energy, healthy options and CONDIMENTS & DAILY SPECIALS
fast solutions; giving guests a positive start to any SAUCES & ADDITIONS
day! The food is fresh, the staff are friendly and
the ambience is bright,ALWAYS.

HIGH ENERGY

FFARSEHTSEHFARIELbNTuDfHLfeYYtSTAFF
BRIGHT AMBIENCE
innovative positive

For more information about RISE AT RYDGES, please refer to RISE style guide or
contact xxxxxxx.

RESTAURANT - BREAKFAST

• Should “RISE at Rydges” not be in place then the minimum buffet standard is required:

CATEGORY MIN REQUIREMENTS

Muesli or Granola (dry) Minimum 1 offering
Cereals Minimum 4 offerings
Oatmeal or bircher muesli Minimum 1 offering
Yogurt Minimum 3 offerings: including 1 low fat
Milk and 1 fruit
Juices Regular, Skimmed, and Soy
Fruit Station 1 orange juice + 2 other types
Cold cuts 4 offerings (whole fruit or cut)
Cold fish Minimum 2
Cheese Minimum 1
Bread Minimum 3 offerings: 1 hard, 1 soft, 1 low
Pastry and Muffins fat
Hot Eggs Minimum: 1 roll, 2 bread (whole loaf or
Hot Protein (eg. bacon, sausage, etc.) sliced) including whole grain option
Hot Vegetables or Starch (eg. potatoes, tomatoes, Minimum 4 kinds: including 1 croissant
Minimum 1 offering
etc.) Minimum 2 offerings
Minimum 2 offerings
Butter (on buffet or table) To include 1 margarine and 1 unsalted butter
Condiments and Preserves 2 Jams + 1 honey

*coffee & tea services must be implemented as per brand guidelines

A GUIDE TO MAKING SURE GUESTS ARE AT

RESTAURANT - LUNCH/DINNER

• Where signature restaurant is in place then a defined menu concept should be adhered to
• Beverage program must be implemented as per brand agreement – (EVT Intranet)
• Non-alcoholic beverage program must be implemented as per brand agreement (Coke)
• Coffee/tea must be implemented per brand agreement (EVT Intranet)
• Minimum Food offering for Lunch / Dinner / All Day Dining in hotel restaurant / bar is required:

CATEGORY MIN REQUIREMENTS

Entrée 1 soup offering
2 cold entrée
Sandwiches 3 hot entrée
Salads Must include one local dish
Main Course
3 offerings (including burgers / club sandwich)
Sides 2 offerings
Desserts 6 offerings (1 must be vegetarian)
Beverage Must include one signature dish
Must include one local dish
Kids
3 sides (1 must be vegetarian)
4 desserts
Coffee (regular and decaf)
Specialty coffee (espresso and cappuccino)
Tea (regular, decaf 3 x infusions)
4 main courses with 2 healthy options
2 desserts with one ice cream and one fruit or fruit salad option

T PEACE OF MIND AT ANY STATE OF MIND

RESTAURANTS - WINE OFFERING

WINE OFFERING

• Minimum Wine offering for Lunch / Dinner in hotel restaurant is required:

CATEGORY MIN REQUIREMENTS

Champagne Minimum 1 offering
• By the glass Minimum 3 offerings, 1 brut, 1 rose and 1 Vintage
• By the bottle

Sparkling Minimum 2 offerings ,1 Old World and 1 New World LOCANDA, RYDGES MELBOURNE
• By the glass Minimum 2 offerings, 1 Old World and 1 New World BACCHUS, RYDGES SOUTH BANK BRISBANE
• By the bottle

Wine Minimum 4 whites (1 Old World), 4 reds (1 Old World), 1
• By the glass rose, 1 desert wine.
• By the bottle Main* varietals must be covered, minimum 40 suggestions
(15% Old World as a minimum) – Local wines available
where appropriate

STEED, RYDGES PARRAMATTA

A GUIDE TO MAKING SURE GUESTS ARE AT

BAR / LOUNGE

• Beverage program must be implemented as per brand agreement – (EVT Intranet)
• Non-alcoholic beverage program must be implemented as per brand agreement (Coke)
• Coffee/tea must be implemented per brand agreement (EVT Intranet)
• Minimum beverage offering for Bar / Lounge is required:

CATEGORY MIN REQUIREMENTS

Champagne Optional
• By the glass Minimum 1 offerings
• By the bottle

Sparkling Minimum 2 offerings ,1 Old World and 1 New World BALL & CHAIN, ESPLANADE HOTEL
• By the glass Minimum 2 offerings, 1 Old World and 1 New World FREMANTLE BY RYDGES
• By the bottle
THE CIDERY, RYDGES WORLD SQUARE
Wine Minimum 4 whites (1 Old World), 4 reds (1 Old World), 1
• By the glass rose.
• By the bottle Main* varietals must be covered, minimum 12 suggestions
(3 Old World as a minimum) – Local wines available where
appropriate

• Craft Beer Program must be implemented to showcase local, indigenous craft beers
• Minimum 5 craft beers to be curated including 1 seasonal.
• Craft beer offering refreshed twice per annum
• Craft beers can be offered in bottle or draft

TOUCHDOWN SPORTS BAR,
RYDGES SYDNEY AIRPORT

T PEACE OF MIND AT ANY STATE OF MIND

PHYSICAL SETUP, SERVICE DELIVERY & AVAILABILITY

1. All physical elements must be in conformity 2. Guest are acknowledged and served within
with defined concept or Rydges Brand Standard short period of time, sincerely and professionally
including menus, collateral, uniforms, OS&E. at all times.

• Music must be professionally Guests are acknowledged Guests are servced Multiple orders are
programmed by EVT Director within 60 seconds within 5-minutes and offer repeated back to the guest,
of Entertianment, played when in order to ensure accuracy 
the bar is open & change with to take food order 
every service period.

• Lighting must change with every Bottled beers are served A second drink order is Food and beverage
service period chilled and are always solicited before the first presentations must be of high
offered with a glass and quality and fresh. Delivered at
cocktail napkin is less than 1/3 full the right temperature (cold/hot/
warm), properly prepared, show
attention to detail and visual ap-

peal.

3. AVAILABILITY
• Hours of operation for meal periods (breakfast, lunch and dinner) based on guest demand & local legislation
• Food and beverage service must be available from start of breakfast until 11pm in a restaurant or bar or lounge
• Breakfast must be available in a restaurant. Lunch/Dinner must be available in a restaurant, bar or lounge.

Bartender makes eye Upsell premium brands, Bottled waters are served Drinks are served within 3 Bartenders place Rydges
contact, smiles & is enthusiastic, signature cocktails, & food is chilled without ice, unless minutes of ordering at appro- branded napkin/coaster in
priate temperature & presenta- front of each guest at the
attentive and friendly standard practice requested by the guest time the order is taken to
tion, except cocktails signal to other associates

that the guest has been
attended to

Lounge menu must as a minimum: Empty glasses and beverage Check is delivered within Ask for feedback before guest
• Be pre-set on counter/tables napkins are removed, along 2 minutes of the request settles the bill or provide
with any other discarded debris satisfactory feedback form
or provided by associate and presented inside
• Be clean and in good condition a branded folder with
• Signatures items must be iden-
branded pen
tified on the menu

GUEST

SERVICES

SWTICH

AVAILABLE 24/7 ANSWERED WITHIN 15-MINUTES
3 RINGS TURNAROUND

• Switch accepts calls 24 hours per day, 7 days per week
• Service line is answered within three (3) rings as ‘Guest Services’. Associates extend a warm and sincere greeting using the

guest’s name with an appropriate hospitality greeting in a professional ma
• Internal and external guest requests are facilitated by Switch associates. Callers are first offered personal assistance and not

transferred
• Guests are offered a call back and extend an apology when on hold longer than 1 minute
• When placing a caller on hold, associates ask if the caller is willing to wait and thanks him/her for waiting
• When making a live call transfer, associates communicates prior so the guest does not have to repeat the request
• Guest requests, complaints and/or defects are logged in Opera and recorded in Hotel Duty log. Requests are handled with-

in 15 minutes. Guest is notified of a delay
• In-Room Dining calls are handled via Switch if there is no dedicated department

ROOM SERVICE

• Breakfast, Lunch and Dinner must be available through Room Service
• Room Service must be available 24 hours per day, 7 days per week.

AVAILABLE 24/7

=

A GUIDE TO MAKING SURE GUESTS ARE AT

HOUSE KEEPING

DOs DON’Ts

• Housekeeping services are available 24 hours per day, 7 days per week to address special needs of guests.
• Personal items are arranged neatly.
• Bed & bath linens are refreshed unless guests request otherwise.
• Consumables are replenished, as used.
• All waste is removed daily.
• Green Program is in place and housekeeping services are carried out in accordance with the Implementation Guide.
• Replacement of linen and towelling is carried out in accordance with Green Program.
• Guest request items are available, dental kit, shaving kit etc… (where do you want me to place this?)
• Turndown is provided to VIP guests, guests staying in suites, and upon guest request.

T PEACE OF MIND AT ANY STATE OF MIND

LAUNDRY & DRY CLEANING

• Laundry services are available at a min-
imum of 6 days per week. Hours are
based on market demand

• Dry cleaning services are available a min-
imum of 6 days per week. Hours are
based on market demand

• Laundry and dry cleaning are picked-up
and delivered in a professional manner

• Garments are promptly picked up as re-
quested within 15 minutes or guest is in-
formed of delay

• All items are returned clean, fresh smell-
ing, pressed and properly packaged.
Hanging items placed in robe, folded
items are placed on bed

A GUIDE TO MAKING SURE GUESTS ARE AT PEACE OF MIND AT ANY STATE OF MIND

CONFERENCE
& EVENTS

CONFERENCE & EVENTS

TBC

INTERACTIVE MEETING SPACES
Spaces are dressed to inspire collaboration
STATE OF THE ART FACILITIES
Keeping people engaged and inspired
LATEST AUDIO VISUAL EQUIP-
MENTS
Ensure energy of your delegates is maintained
throughout the day.
FOOD FOR THOUGHT MENU
Food created to promote concentration
‘BUILD YOUR OWN’ PACKAGE
Customise to suit every needs

A GUIDE TO MAKING SURE GUESTS ARE AT PEACE OF MIND AT ANY STATE OF MIND

SAFETY

& MAINTENANCE

SAFETY & MAINTENANCE

DOs DON’Ts

MISSING CONTENT

GUEST

DEPARTURE

GUEST DEPARTURE

EXPRESS CHECK-OUT

• At least ONE express check-out is offered
• Check-out time: 11am (late check-out is available upon

request and based on hotel’s occupancy & demand)
• Turnaround time: 3-minutes
• Guests must have the option to review their folio

through the TV or have the folio emailed upon re-
quest
• Inquire about their stay & take responsibility for any
additional requests / issues
• Verify charges & payment before issuing final invoice
in print/email (guest’s choice)
• Thank guest or staying & extend invitation to return
or assistance with booking another EVT hotel

A GUIDE TO MAKING SURE GUESTS ARE AT

EXTRA SERVICES

TRANSPORTATION LUGGAGE SERVICES

• Airport Hotel - complimentary shuttle service, sched- • Luggage assistance is 24/7; dedicated staffing is based
uled based on market demand on market demand

• When present, shuttle services are provided in a pro- • Associate offers to place luggage in appropriate area if
fessional manner required

• Exterior of shuttle vehicles follows current brand • Luggage assistance at departures is prompt (within 10-
graphic standards min) or guest will be notified of delay

• Driver meets and welcomes guests by name and offers • Luggage tickets meet current Rydges Standards
baggage assistance

• Driver is professionally dressed and impeccably
groomed and maintain a professional demeanour

T PEACE OF MIND AT ANY STATE OF MIND

Creating the LOCATION LOYALTY
RYDGES PROGRAM
Experience Within or close to city centres, key
(summary) business and leisure areas with easy • Priority check-in desk
access to public transport. • 10% OFF best available rates
• Up to 20% OFF dining
MUSIC • Earn points for more rewards
• Late check-out
Retro hits, Indie pop, Jazz fusion...? • Welcome drink on arrival
• Complimentary room upgrade
AMENITIES
SCENT
• Priority check-in desk
• 24/7 business centre • Rose
• FREE High Speed Wi-fi through- • Geranium
• Lavender
out
• Rydges DREAM Bed OUR TONE
• RISE Breakfast
• Multilingual staff • Professional, yet apporachable
• In-room dining till midnight • Confident, yet welcoming
• Swimming pool and/or gym • Fun, yet respectful
• Meeting facilities for small - large • Fresh, yet familiar

groups
• On-site maintenance and AV tech-

nicians
• 24/7 reception

THANK
YOU FOR
STAYING
WITH
RYDGES...

BRAND CONSISTENCY

IN EVERYTHING WE DO