NEW MEMBER IMPLEMENTATION BEST PRACTICES

2013-14



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TABLE OF CONTENTS

NEW HOTEL IMPLEMENTATION TIMELINE ........................................................................................................ 3
MEMBERSHIP ..................................................................................................................................................... 4
MARKETING........................................................................................................................................................ 7
SALES ................................................................................................................................................................ 14
DISTRIBUTION .................................................................................................................................................. 16
STAR REPORTING ............................................................................................................................................. 19
GUEST SATISFACTION SURVEY (GSS) PLATFORM ............................................................................................ 20
LQA INSPECTION .............................................................................................................................................. 21
TRAINING OPPORTUNITIES .............................................................................................................................. 22
LHW SAMPLE REPORTS .................................................................................................................................... 23
IMPORTANT WEBSITES & WORLDWIDE CONTACTS ........................................................................................ 30







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Dear Hotelier,


Thank you for choosing The Leading Hotels of the World, Ltd. (LHW). As an extension of your sales and marketing team,
LHW will provide global sales, marketing, and distribution expertise as well as state-of-the-art technology platforms to
help you capture and optimize your business potential.

Our overall objective is to add significant revenue to your hotel. To achieve this, our Directors of Business Performance
(DBPs) will collaborate with you to define sales objectives, develop strategic action plans, and execute necessary and
relevant sales and marketing activities by coordinating with all of the departments within LHW on your behalf.

In addition, a designated Distribution Support Services (DSS) Account Manager will provide central reservation system
training as well as insight on how to maximize your relationship with LHW through all of our distribution channels and
technology platforms.

As an extension of DSS, the Quality Control department offers a full-service distribution support helpdesk, which is open
seven days a week, to perform critical hotel content audits, pre-load marketing rate programs, and generate quarterly
production reports.

In the upcoming weeks, your assigned DBP and DSS will coordinate a call and/or meeting with you and your team to
discuss your hotels sales and marketing objectives, operational requirements, LHW brand standards and strategies. In
the meantime, we are providing this New Member Implementation Best Practices document as a preliminary guide to
assist you to prioritize and implement the LHW services efficiently and effectively.


We look forward to working with you and your hotel!




Sincerely,

Annie Chen
Director, Membership Development










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NEW HOTEL IMPLEMENTATION TIMELINE


12 Easy Steps to Go Live

Action Item Resources Required
1. Hotel provided with Extranet user ID and password DSS / Hotel
2. Work with your LHW Distribution Support Services (DSS) Account
Manager to complete Implementation Workbook
DSS / Hotel
3. Complete Implementation Workbook within 7-10 business days
Note: hotels in development, we recommend returning the
Implementation Workbook 30-60 days prior to date hotel would like
LHW to start accepting and processing room reservations.
Hotel / Director,
Membership
4. Coordinate with LHW Quality Control (QC) team to ensure all
documents are complete.
Hotel / QC
5. Send Start Up form to Trust. QC / Trust
6. Implement hotels internet booking engine (IBE) Leading Link
Hotel / Interactive
Marketing
7. Schedule a meeting with Director of Business Performance (DBP)
to discuss and review sales, marketing, inspection quality
standards, etc.
DBP / Hotel
8. Organize and schedule an orientation meeting at your hotel, which
will include LEO* training (CRS training)
DSS / Hotel
9. Trust builds the hotel shell in LEO and DSS obtains access codes
to the Trust system and LHW Extranet
Trust / DSS
10. Host DSS Account Manager for on-site training on loading rates,
content and availability (3-4 days)
DSS / Hotel
11. Review information loaded in Trust LEO with QC Hotel / DSS / QC
12. Open availability and inventory hotel goes live in CRS
immediately and after 1-2 days in LHW.com
Hotel / Web
Development


*LEO: a web-based CRS technology that LHW member hotels use to load rates, availability and hotel content. When a
hotelier updates information in LEO, it is automatically distributed to each of the distribution channels.






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MEMBERSHIP




Based upon your hotels geographic location, you will be assigned a Director of Business Performance (DBP) who will be
your primary point of contact for all LHW solutions.

Your DBP will assist you in the development of your 80/20 workbook. Within this strategic plan, revenue targets will be
assigned to the top 3-5 key feeder cities selected by your hotel. It is crucial to complete the 80/20 workbook with your
DBP in order to establish a purposeful strategy in achieving your revenue target.

Once the hotel is set up in LEO, you will receive a Performance Optimization Plan (PO Plan) specific to your hotel from
your DBP to review the LHW production. (See page 25-26 under LHW Sample Reports).

Membership Best Practices
Resources
Required
Timeline
Share your hotels Sales & Marketing Plan with your DBP and identify 3-
5 key feeder markets to participate in 80/20 strategy.
Hotel / DBP Orientation meeting
Review market intelligence reports (STRG, Hotelligence etc.) with your
DBP.
Hotel / DBP Orientation meeting
Review the LHW events calendar and select relevant trade show(s) and
event(s) that support your 80/20 strategy
Hotel / LHW Orientation meeting
Enroll in Core Marketing Programs (CMPs) that are applicable to your
hotel and ensure that rate codes for those programs are open in LEO
without restrictions, blackout periods, etc. for LHW to view, sell and
book.
Hotel / DSS Orientation meeting
Conduct presentations for LHW reservation offices and regional sales
offices, specifically those cities identified for your 80/20.

Hotel presentations are recommended in the LHW New York Corporate
Office, LHW Frankfurt and Orlando call centers, as well as all other LHW
reservations and sales offices worldwide.

Note: Presentations should contain photos and highlight your hotels
location, facilities, competitive advantage, nearby competition, etc. Please
email Pat Holter for more information at pholter@LHW.com.
Hotel During first 6 months
Participate in LHWs complimentary e-newsletters. Hotel / DBP Ongoing
Review LHWs press releases (PR) schedule and participate in LHWs
PR newsletters and communication opportunities.
Hotel / DBP Ongoing



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Select desired corporate (negotiated) accounts, and coordinate with
LHWs corporate sales department in New York and Scottsdale.
o Enroll and utilize Lanyon for Request for Proposals (RFPs),
critical for city-center hotels
o Discuss and prioritize application for FHR (AmEx), Virtuoso,
and/or Signature
o Respond to RFPs in a timely manner
o Subscribe to all consortia as recommended by LHW

Hotel / LHW
Corporate
Sales
Annually
Review rate strategy, align revenue team with LHWs Distribution
Support Services (DSS) to ensure GDS and CRS content offer rich
content, clear room and rate description and sequencing.
Hotel / DSS
After the
Implementation
Workbook is
completed
Review and discuss LHW.com promotions and Leading Direct Access
(LDA) options with LHWs Distribution Support Services (DSS).
Hotel / DBP Quarterly
Ensure hotel content on LHW.com is accurate, attractive and
compelling.
Hotel / DSS Minimum twice a year
Provide hotel video to LHW (if hotel does not have a video, LHW will
provide recommended vendor with preferential pricing).
Hotel /
Marketing
After the
Implementation
Workbook is
completed
Provide hotel video to LHW (if hotel does not have a video, LHW will
provide recommended vendor with preferential pricing).
Hotel /
Marketing
After the
Implementation
Workbook is
completed


To maximize your opportunities, we ask you to provide your assigned DBP the below business intelligence specific to
your hotel:

Hotel Fact Sheets (Corporate and Groups/MICE)
STR/Bench Reports (if available)
Hotelligence Reports (ideal for 80/20 planning)
Annual Sales and Marketing budget for Roadshows/Tradeshows
Annual City-wide Conventions and Events/ Blackout dates
Room Statistics Report by Property for the past two years including: Occupancy, ADR, and Revenue (if available)
Production/Negotiated Rate Report of Corporate Accounts and Consortia Production (if available)
Production/Negotiated Rate Report of Preferred Wholesale/Tour Operator (if available)
Source of Distribution Report (Direct to property, Website, GDS, and 3rd Party OTA/Tour operator, CRO if
available)
Top agency/IATA Reports by country of origin (if available)
Overall Rate Structure/Revenue Management Review by Seasonality and Segment
Major inbound flights by airline and destination of origin




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80/20 hotels generated 14% more revenue YoY, while non-8020 hotels only grew 3.1%
6
35
36
51
53
43
18
13
16
0
10
20
30
40
50
60
0% - 20% 20% - 40% 40% - 50% 50% - 60% 60% - 70% 70% - 80% 80% - 90% 90% - 100% 100% - More
Range of Property Count per 80/20 Objective
Consumed YTD 2013 | As of 30Jun.2013
Number of Hotels in the Range



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MARKETING




LHWs marketing strategy combines several integrated disciplines: a customer loyalty program (Leaders Club),
interactive marketing, cooperative advertising, corporate publications, core marketing programs, public relations, partner
marketing, email and/or direct mail campaign support and distribution. Additionally, there are targeted marketing
programs aimed at regional and destination themes as well as those that appeal to consumer passions such as Leading
Golf and Leading Spas. These are proven to generate new and repeat business for LHW member hotels.
LHW membership enables you to participate in sales and marketing programs that best suit your unique hotel. In most
cases there is no additional fee to participate. We will be sure to offer all the opportunities for your consideration.
Core Marketing Programs

Our guests tell us what they value by the offers they select when they travel. Data driven selections and targeted
promotional support bring your best clients right to you through these marketing initiatives.

Participation in the Core Marketing Programs is a proven way to increase incremental bookings. These programs are
promoted through all LHW marketing channels and are available to your hotel at no additional charge. These programs
have been designed to increase market share and entice new and existing customers for your hotel.
Program content and rates will be monitored on a regular basis to ensure each offer adheres to guidelines. Detailed
descriptions of each marketing program can be found on the LHW Extranet under the Marketing Program section as well
as the Marketing Opportunities brochure. Participation in nine core market program offers provides optimum exposure
and revenue.

Top Promoted Marketing Programs for 2014
Featured in banner ads, LHW.com, targeted email campaigns and social media

LEADING SPECIAL OFFER (L04)
LEADING BREAKFAST INCLUSIVE (L05)
LEADING EXTRA NIGHTS 3 FOR 2 (AMEX exclusive- L07)
LEADING EXTRA NIGHTS 4 FOR 3 (L08)
LEADING EXTRA NIGHTS 5 FOR 4 (MASTERCARD exclusive- L09)
LEADING EXTRA NIGHTS 7 FOR 5 (L11)
LEADING SUITES (L06)
LEADING IN ADVANCE (L60)
LEADING WEEKENDS (W1)
LEADING LAST MINUTE OFFERS (L33)
LEADING SEASONAL OFFER (LWS)
LEADING SPA (L37)
LEADING ARTS AND CULTURE (L16)
LEADING GOLF (LSP)



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Core Marketing Revenue 2012
Hotel Revenue: USD 184,171,732
Reservations: 133,125
Room nights: 333,072
ADR: USD 553
Room Revenue Per Booking: USD 1,383

Leading Spas
Leading Spas is the only global certification program for luxury spas. To be qualified, inspection of the spa is carried out
anonymously by a professional from Leading Quality Assurance (LQA). There are over 200 standards developed
specifically for the luxury spa segment. Qualified spas will be featured in LHW.com and in the Leading Spa Directory
displaying the accreditation as well as a full-page of spa information.

Leading Spas Best Practices
Resources
Required
Timeline
Complete and return the Property Implementation Kit to
WebDevelopment@lhw.com
Hotel / LHW
Post signed
agreement
Load spa images in the VSCAPE Image manager, which is
accessible through the Leading Extranet at
LeadingExtranet.com. Visit the Sales & Marketing / Media
Management for complete details and instructions.
Hotel Ongoing
Participate in the Leading Spa Plus offer. Hotel / LHW Ongoing
Offer relevant content for the quarterly Leading Spas
e-newsletter (approx. 100,000 opt-in addresses).
Hotel / LHW Ongoing
Suggest ideas and content for Leading Spa social media
postings.
Hotel / LHW Ongoing

Leading Golf

This exciting marketing opportunity allows our hotels and resorts with a significant percentage of golf clients to highlight
golf courses and gain additional market awareness. Over the past few years, golf revenue has climbed significantly for
participating hotels and resorts. Special attention for the golf properties is created in the Get Inspired section of
LHW.com.

To participate in Leading Golf, your resort must have an 18-hole championship course onsite or provide complimentary
transportation from the property. To take advantage of Leading Golf, you must complete the following necessary actions
below.

Leading Golf Best Practices
Resources
Required
Timeline
Contact marketing@lhw.com with your request and complete
the Golf information in the Property Implementation Kit.
Hotel
Post signed
agreement
Load compelling golf images in the VSCAPE Image manager,
which is accessible through the Leading Extranet at
LeadingExtranet.com. Visit the Sales & Marketing / Media
Management for complete details and instructions.
Hotel Ongoing
Participate in the Leading Stay and Play offer. Hotel / LHW Ongoing

Signature Customer Loyalty Program Leaders Club

The objective of Leaders Club, LHWs signature program, is to engender loyalty to LHW member hotels by cultivating
and proactively managing direct relationships with our most loyal customers.




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Leaders Club members are LHWs most highly valued customers. They spend, on average, 30% more than our other
customers. Membership is offered in two tiers Leaders Club and Unlimited.

Furthermore, Leaders Club does not conflict with other programs such as Fine Hotels & Resorts, Virtuoso, and other
negotiated rate programs because the Leaders Club rate is only available to Leaders Club members. Leaders Club rate
is not viewable through the GDS. It is only available through LHWs voice centers and through the Leaders Club Lounge,
a password-protected section on lhw.com dedicated to Leaders Club members.

Leaders Club Benefits

Members are entitled to:

A one-category room upgrade on published rates (based on availability)
Early check-in and late check-out (based on availability)
Welcome amenity
Complimentary internet access
Daily complimentary continental breakfast for two
Access to one-of-a-kind, specially-created travel experiences
Invitations to Leaders Club events
Hometown Benefits in participating cities
The chance to earn a free night after 5 stays

Unlimited Benefits

In addition to all Leaders Club benefits, Unlimited members enjoy:

A guaranteed one-category room upgrade on published rates (suites remain at the discretion of the hotel)
Guaranteed 4:00 pm late check-out
An additional customized benefit on-property
A dedicated personal concierge
Complimentary airport VIP lounge access
Family Plan 3 Access Memberships included
The chance to earn a free night after 4 stays
Ability to redeem up to 3 Reward certificates at one time for one stay

Leaders Club Best Practices
Resources
Required
Timeline
Schedule on-boarding conference call with LHWs loyalty
marketing department to review the Leaders Club Program and
its offerings to your guests.
Hotel / DBP
Orientation
meeting
Provide a comprehensive list of hotel staff members (names,
business titles, email addresses) to receive the Leaders Club
arrival report.
Hotel
Orientation
meeting
Establish ongoing Leaders Club training programs to hotels
front office and reservation staff LHW will provide training
manual to hotel.
DBP / Hotel Ongoing
Ensure Leaders Club marketing collateral such as Leaders Club
brochure and welcome cards are printed and available at all
times for hotel guests.
Hotel Ongoing
Provide LHW 30 blackout dates for the Leaders Club reward
program rate plan NLCR.
DSS / Hotel Implementation



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Provide customized benefit for Leaders Club Unlimited
Members, which can include:
o One complimentary lunch or dinner for up to two people
per room, excluding alcohol, taxes, and gratuities
o USD 100 F&B credit to be used during stay
o USD 100 spa credit to be used during stay
o One complimentary 50-minute massage for up to two
people per room
o One complimentary afternoon tea service for up to two
people per room
o Other of equivalent value (pending approval from LHW)
DSS/ Hotel Implementation
Ensure hotels General Manager and Director of Sales and
Marketing are receiving the LHWs E-bulletin every Monday.
DBP / Hotel Ongoing
Create an exclusive Leaders Club experience to submit for
complimentary, monthly Leaders Club e-newsletter Liaisons;
LHW shall provide examples for new member hotel.
DBP / Hotel Ongoing
Review opportunities for airline partnerships such as Jet
Airways and Singapore Air via LHWs Extranet.
DBP / Hotel
Orientation
meeting
Visit Leaders Clubs FAQs section via the Leading Extranet. Hotel Ongoing

Interactive Marketing

You have various opportunities to increase your market share in different countries and reach qualified customers in
multiple languages via LHW.com and many integrated, interactive opportunities. Specifically, as a new member, you can
participate in the New Hotel Welcome Program which includes over 1,500,000 online banner ad impressions on a
selection of premium, high visibility sites.

Internet Marketing Best Practices
Resources
Required
Timeline
Implement and customize LHWs complimentary hotel booking
engine Leading Link.
Hotel / DSS
During CRS
implementation
Ensure hotel content is concise and relevant, hotel photography is
compelling, rate plans and availability are set up correctly.
Hotel / DSS
During CRS
implementation
Request a SEO review by LHWs Interactive Marketing team for
Leading Link users and discuss online presence and review hotel
websites Meta and Alta tags to ensure exposure is maximized.
Hotel / DSS
During CRS
implementation
Review hotels Pay-Per-Click (PPC) strategy with DBP and ensure
the hotels strategy aligns with the LHW PPC campaign strategy
on a regional and global level.
Hotel / DBP
Post CRS
implementation
Provide rich hotel content, and select the language(s) desired for
LHW.com priority placement: English, German, Spanish, Italian
and Japanese complimentary 1 week minimum.
Hotel / DSS
Post CRS
implementation
Coordinate with LHW marketing department to feature hotels spa
and associated spa promotions on LHW.com under Leading Spas.

Note: Applicable for Leading Spa member only
DBP / Hotel
Post CRS
implementation
Select and participate in LHWs complimentary e-newsletter;
check with the DBP for the calendar of editorial themes to select
your participation in LHWs global and/or regional e-newsletter
distribution - E-Newsletters & Media Updates.
Hotel / DBP
Post CRS
implementation




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Leading Direct Access (LDA)
Leading Direct Access makes direct marketing to luxury travelers far easier and more cost-effective than ever before. It
is a one-stop shop that puts the global LHW database of qualified customers at your fingertips.
The delivery of messages to a targeted list of direct consumers and travel agents
Full range of consultative services, tailored specifically for your needs
Target the LHW extensive database of luxury travelers or use your own roster
Choose from our existing templates or use your own
Along with our global database of 350,000 consumers and 30,000 travel intermediaries worldwide, Leading Direct
Access gives you added marketing power in the form of targeted creative solutions and expert list management. Choose
from a variety of email templates that make featuring your individual property quick, easy and affordable. Or, if you prefer,
let our experts design customized communications pieces exclusively for your property.

It is so easy! Our state-of-the-art system allows you to select the appropriate LHW list or provide your own; choose from
a variety of email templates or request a custom design from LHW; and submit images, logos, copy points and copy for
creative execution. Whichever option you prefer, LHW deploys the entire program for your creative design, production,
emailing, list management and more. We will even help you craft the right message and select the right list based on
your individual property and goals.

Component Cost
Campaign Set-up for standard LHW template or Hotel
creative; incremental costs for custom design
USD 500
Email deployment of LHW or Hotel database records
Minimum 10,000 names; one-time use
USD 300 per thousand
names*
Translations (if applicable)
Depends on length of text
and # of languages

Example final costs for standard email campaigns based on list size:
# Names Cost
10,000 USD 3,500
20,000 USD 6,500
50,000 USD 15,500
100,000 USD 30,500

Leading Direct Access Process Overview
Resources
Required
Confirm the target audience, rate and timing for the email
campaign
Hotel / DBP
Complete the attached form and submit copy, images, and
any special instructions
Hotel / DBP
Verify the quantity and cost with your DBP Hotel / DBP
Provide any necessary translations or indicate if translations
are needed (incremental cost)
Hotel / DBP
Review and approve draft of email created by LDA team Hotel
Review results of campaign and invoice (if applicable) Hotel / DBP

Public Relations
The objective of all our communications endeavors is to strengthen the value of membership for your hotel. We are
headquartered in New York and are supported by internal public relations managers as well as agencies in Europe. The
services we offer to you include:
Sample Communications Tools:
a. Screening and evaluation of individual journalists request for accommodations.



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Based on a careful screening of journalists credentials, productivity, and media outlets,
recommendations are made regarding the value of offering complimentary or reduced-rate
accommodations.

b. Secure targeted media coverage related to individual member hotels in newspapers, magazines,
business and leisure publications, online media, and trade publications in order to drive more
revenue to hotels. Providing journalists worldwide with assistance on story angles, news and
information on member hotels.

c. Secure targeted media coverage related to The Leading Hotels of the World brand in order to
increase brand exposure and position LHW as the premier luxury hotel brand for independent
hotels.

d. The management of the Leading Hotels Image Library on LHW.com/press, which is heavily
promoted as a central resource for the media, travel professionals, and luxury partners. The
Image Library contains downloadable images, including high resolution for printing requirements.
Manageable via the Extranet.

e. Develop and execute multi-faceted social media strategy to increase brand and member hotel
exposure. Utilize social media to further promote and strengthen both the LHW brand and individual
member hotels via LHW's social platforms including Facebook, Twitter, YouTube, Instagram and
Pinterest.

f. Press Releases
Releases grouping member hotels into categories based upon a variety of themes, such as childrens
packages, culinary programs, golf and spa. All are used to trigger story lines for writers and to make
them aware that there are many faces to The Leading Hotels of the World.
Monthly Themed Press Releases
New Members Press Releases
Leading Exclusive Offers Press Releases (supports Core Marketing Programs)
LHW Corporate Press Releases

Public Relations Best Practices
Resources
Required
Timeline
Send all relevant press releases to press@LHW.com. Hotel Ongoing
Review LHW Bulletins every Monday for LHW Corporate Communication/
PR related opportunities
Hotel Ongoing
Review and update regularly the photography uploaded to Leading Hotels
Image Library located at LHW.com/press -- the library is used frequently
by media, travel professionals and luxury partners.
Hotel / LHW Ongoing
Ask LHW to screen and evaluate individual journalist request for
accommodation screening press includes journalists credentials,
productivity, media outlets, etc
Hotel / LHW Ongoing

Partner Marketing

Partnerships and Alliances
The partnerships LHW engages in focus on developing and maintaining relationships with like-minded luxury
brands in key categories to provide additional value-added benefits to our Leaders Club members and expose
the LHW brand to potential new clients. Powerful global brands such as American Express, MasterCard,
NetJets and Gucci in addition to many others have successfully extended LHWs reach even further. These
dynamic and mutually beneficial partnerships enable LHW to generate incremental business for our member
hotels. Strategic marketing partnerships allow LHW to utilize diverse marketing channels to reach a wider
audience that may be inaccessible to individual hotels.



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Airline Agreements
LHW has agreements with several major airlines such as Singapore Airlines, Japan Airlines, and Jet Airways to
participate in their frequent traveler programs. These agreements enable your hotel to reach millions of
travelers each year and drive sales to the hotels. Leaders Club members will be eligible to earn airline miles
while LHW member hotels will gain additional exposure to premium travelers through LHWs airline webpage
(text listing), e-newsletter or direct mail marketing opportunities through the airline partners distribution platform.

LHW Collateral for Your Hotel

To order additional collateral for your hotel, please complete the LHW Collateral Order Form and return as soon as
possible to directories@LHW.com or send via facsimile to: 212-515-5685.




14


SALES




Through our dedicated team of sales professionals around the world, LHW will enable you to increase revenue and
market share in both mature and emerging markets. Depending on your needs, you will collaborate with our sales team
to determine individual revenue targets for the top 3-5 key feeder markets. In addition to arranging appointments with key
accounts, providing updated account list or accompanying hoteliers on sales calls, LHW Sales are also available to plan
special events on your hotels behalf.

Additionally, numerous sales promotional activities, roadshows, showcases, consumer events and tradeshows are
offered worldwide. A global Events Calendar is available via the Leading Extranet. Complete registration details are
emailed in bulletin format to your hotel in advance of the event.

LHW Worldwide Events

EUROPE, MIDDLE EAST AND AFRICA
American Express MTS - Leading by Invitation Dinner, Rome
American Express MTS & Leading Entertainment Summer Events
ATM, Dubai
Bespoke Italian Hotelier Week
EIBTM Barcelona
ILTM Cannes
IMEX Frankfurt
INDABA, Durban
ITB Berlin Trade Fair and Showcase
Kiev, Moscow and Baku Showcases
London Lifestyle Event
London Showcase
MICE Mini UK Roadshow, London
MICE Sales Mission, Manchester & Leeds
Middle East Autumn Roadshow
Middle East Spring Roadshow
Milan & Rome Showcases
One-of-a-Kind Evenings Stockholm & Oslo
Paris Showcase
Pre-World Travel Marketing London Showcases
Scandinavian Roadshow
St. Petersburg, Moscow & Almaty Showcases
Swiss & German Roadshow


NORTH AMERICA
East Coast Roadshows
GBTA Expo
ILTM America
IMEX America
Los Angeles Showcase
San Francisco Showcase
New York Showcase
The Wedding Salon
West Coast Roadshows

SOUTH AMERICA
American Express Mexico Roadshow
Belo Horizonte Roadshow
Bogota (Colombia) Roadshow
Buenos Aires Showcase
Caracas (Venezuela) Roadshow
Curitiba Roadshow
Leaders Club Brazil Black-Tie Dinner
Lima (Peru) Roadshow
Porto Alegre Roadshow
Rio de Janeiro Showcase
Sao Paulo Showcase

ASIA PACIFIC
Australias Italian Roadshow
China Showcase
Hong Kong Showcase
ILTM Asia
India Showcase
Japanese Leaders Club Gala Event
Seoul, Korea Showcase
Singapore Showcase
Tokyo Showcase



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Sales Best Practices
Resources
Required
Timeline
Review the LHW Sales Guides
Review the LHW Sales Services & Offerings
Hotel
Post signed
agreement
Create and share an e-brochure highlighting unique selling
points, key information and attractive pictures with LHW Sales
Hotel
Post signed
agreement
Keep your LHW sales person in the loop
Include LHW Sales on any/all e-mails related to mutual clients
so LHW is able to support your hotel in confirming business
Maintain open communication with LHW sales offices
Share market intelligence reports
Hotel / LHW Ongoing
Review the LHW events calendar and participate in relevant
showcases for example, if you are keen on growing business
from Asia, attend ILTM Asia
Hotel / DBP
Post signed
agreement
Budget for at least one small client educational visit (media,
corporate account, travel agencies or MICE agencies, including
air to your property annually)
Note: There is no better way to allocate your marketing dollars than
to get qualified clients to experience your destination and hotel
Hotel Annually
Provide opening offers for new corporate accounts, travel
agencies, MICE and Leaders Club members
Hotel Ongoing
Present your hotel to relevant sales offices/reservation offices
either in person or via WebEx
Hotel / LHW
Twice a year
minimum
Participate in one of LHWs Group Sales Missions as each LHW
group manager hosts a series of sales missions in their
respective market
Attend LHW roadshows and showcases to provide exposure to
all markets
Host events at the hotel for local planners
Note: Participation in LHW missions will maximize your exposure
and minimize your individual sales calls costs
Hotel / LHW Ongoing
Participate in GDS advertising (ideally targeted at TAs who
currently book the competition)
Note: GDS advertising can be IATA and PCC specific but they cost
more per impression)
Hotel / DBP Ongoing
Respond to leads and RFPs promptly within 24 hours
Note: Hotels that respond the fastest and most completely are
usually the ones who also confirm the most business
Hotel / LHW
Corporate Sales
Ongoing
Establish a Leading One-of-a-Kind (LOK) offer for positioning
and media coverage to raise awareness
Example: a hotel can use its unique location to combine a special
suite, restaurant, tour of monument or shopping experience, etc.
Hotel / DBP
Post signed
agreement
Familiarize every sales employee of the LHW sales structure,
services, procedures and benefits
Note: Include LHW as part of the new hire on-boarding orientation
Hotel Ongoing





16


DISTRIBUTION




Distribution Support Services (DSS)
DSS offers global support and ensures that LHW member hotels fully utilize LHWs distribution services and programs.
The DSS team is comprised of 11 regional account managers, located in New York, Orlando, Mexico City, London, Paris,
Milan, Frankfurt, Singapore and Sydney. Their responsibilities include training your hotel in the Central Reservation
System (CRS), managing rates, availability, and descriptive hotel information. Additionally, they will distribute and review
the Scorecard Report, a quarterly production report, with your hotel.

As an ongoing best practice, your designated Distribution Support Services Account Manager will conduct a database
audit for your hotel, which includes information on rates, availability, positioning in GDS and the Internet. Such audit will
outline key areas for improvement and distribution optimization. A sample of the Distribution Audits can be found in
Sample Reports section at the end of this document.

Quality Control (QC)
QC plays a crucial role in ensuring the accuracy of each new hotel implementation workbook. The team validates and
reviews the implementation workbook before creating the hotels shell in the central reservation system. Your hotel will
be trained so your hotel staff will have the necessary skills to load rates and hotel content prior to going live. QC works
closely with DSS to perform several audits before opening your hotels availability.

Reservations
Once the hotel availability is open, the reservation team will need to be educated about your hotel through information
gathered by the LHW internal staff. We recommend that your hotel conducts a hotel presentation within the first 3 to 6
months of activation to further familiarize the LHW staff about the hotel and destination.

LHW has 12 worldwide reservation and service centers. Each reservation center is responsible for handling calls for
specific geographical areas. The chart below includes the areas covered by each center, hours of operation and
languages spoken. English is spoken in all of our offices.

Reservations Center Territories
Languages
Spoken
Hours of Operation
Orlando, Florida (TR)
U.S.A., Canada, Puerto Rico,
U.S. Virgin Islands
Spanish
Monday -
Friday
Saturday -
Sunday
07:00 to midnight

08:00 to 20:00
New York (Special
Services)
Top Travel Agency Accounts and
Leaders Club Members
Worldwide
Spanish, French,
Italian, Polish
Monday -
Thursday
Friday
24 hour coverage

7:30 to 19:30
Frankfurt (TR)
Algeria, Africa, Andorra, Austria,
Belgium, Bulgaria, Czech
Republic, Denmark, Estonia,
Finland, France, Germany,
Gibraltar, Greenland, Hungary,
Iceland, Israel, Ireland, Latvia,
Liechtenstein, Lithuania,
Luxembourg, Moldova, Monaco,
Netherlands, Norway,Poland,
Portugal, Slovakia, Spain,
Switzerland, Sweden, United
Kingdom
Spanish, French,
German, Dutch,
Italian
Monday - Friday
08:30 hrs to 19:00 hrs



17

Reservations Center Territories
Languages
Spoken
Hours of Operation
Milan
Italy, Albania, Bosnia, Bulgaria,
Croatia, Cyprus, Greece,
Switzerland (Italian spoken),
Macedonia, Malta, Romania,
San Marino, Serbia, Turkey
Italian, French,
Spanish
Monday Friday
09:00 hrs to 18:30 hrs
Moscow Russia, Belarus , Ukraine
Russian, French,
German,
Spanish, Italian
Monday Friday
10:00 hrs to 21:00 hrs
Singapore (LHW)
Singapore, China, Hong Kong,
India, Indochina, Indonesia,
Korea, Malaysia, Philippines,
Taiwan, Thailand
Chinese,
Cantonese
Monday - Friday
09:00 hrs to 19:00 hrs
Singapore (TR) Worldwide overflow calls
Mandarin,
Cantonese,
Arabic
Sunday - Wednesday
08:00 hrs to 18:00 hrs
Thursday - Friday
09:00 hrs to 20:00 hrs
Saturday
Noon to 21:00 hrs
Dubai Middle East Arabic
Saturday - Thursday
09:00 hrs to 20:00 hrs
Friday
11:00 hrs to 20:00 hrs
Sydney Australia and New Zealand English
Monday - Friday
08:30 hrs to 17:30 hrs
Tokyo Japan, Korea
Japanese,
Korean
Monday - Friday
09:00 hrs to 18:00 hrs
Mexico City Mexico Spanish
Monday Friday
09:00 hrs to 19:00 hrs
Buenos Aires South America (except Brazil) Spanish
Monday - Friday
09:00 hrs to 20:00 hrs
Sao Paulo Brazil
Portuguese,
Spanish, Italian,
French
Monday - Friday
09:00 hrs to 19:00 hrs
Orlando Florida (TR) Travel Agency Help Desk See above See above
Web Support New York All Markets See above See above
Web Support Orlando
U.S.A., Canada, Puerto Rico,
U.S. Virgin Islands
See above See above
Web Support Frankfurt
Germany, Austria, France,
Switzerland (German & French
spoken) Belgium, Holland,
United Kingdom, Ireland, Italy,
Norway, Spain
See above See above








18

The Special Services Department in New York is available via telephone 24 hours from Sunday evening through end of
day on Friday. Weekend support is provided via email. The Trust offices in Orlando, Frankfurt and Singapore handle
after hour calls for New York, Sao Paulo, Buenos Aires, Mexico City, and Sydney call centers.


Distribution Best Practices
Resources
Required
Timeline
Complete new hotel implementation workbook
Hotel
Post signed
agreement

Schedule LEO training and LHW Extranet training
Note: click here to download the LEO training calendar Hotel / DSS
After implementation
workbook is completed

Review the LHW Distribution Guide Hotel Ongoing
Complete rate loading including all applicable rates and
include up to 3 Core Marketing Programs

Hotel / DSS Ongoing
Complete Trust Content and include specific details but
not limited to: selling points, feature and benefit
statements, cost for breakfast, cost for transportation to
hotel, Leaders Club blackout dates, benefits for
Unlimited LC members, and cost for Internet, etc.

Hotel Ongoing
Participate in Courtesy Hold (hold a room reservation for
24 hours)

Hotel Ongoing
Update room profiles to include room type, bed size,
location, view, etc. and specify the number of connecting
room(s)

Hotel Ongoing
Load rates for up to two years

Set default to L04 rate plan when applicable

Hotel Ongoing
Update children rate plan and policy (if applicable)

Hotel Ongoing
Specify channel selling order and rate plan sequence

Hotel Ongoing
Upload images and descriptions in Vscape Media
Manager, the web based tool that allows hotels to
manage their image library for the various distribution
channels

Note: click here to download the Media Management Users
Manual

Hotel Ongoing
Must update availability in conjunction with rate seasons
up to 700 days

Hotel Ongoing




19


STAR REPORTING


The STAR program is designed to provide hoteliers with a timely and accurate market performance benchmark. For over
20 years, STR has partnered with all major hotel chains and thousands of independent properties to compile the most
comprehensive database of hotel performance in the industry.

As a part of LHWs partnership with STAR, our member hotels can elect to receive several regular reports at
complimentary or discounted rates. One competitive set is included on a complimentary basis for the following reports.
Monthly STAR Reports
Weekly STAR Reports
Daily STAR Reports w/o Weekly
Daily STAR Reports with weekly
Monthly Segmentation Reports
Weekly Segmentation Reports

A second competitive set can be requested at a discounted rate through the LHW STAR partnership. Please refer to the
tab Agreement for discounted rates on additional STAR reports.




STR Best Practices
Resources
Required
Timeline
Contact STR@LHW.com for the STAR enrollment form
and related instructions
Hotel / LHW Post signed agreement
Obtain lists of participating properties by city to select a
competitor set
Hotel / LHW Post signed agreement
Submit completed form (including Competitor Set and
Historical Data) to STR@LHW.com
Hotel
After enrollment form is
completed
Submit hotel data on a daily, weekly and/or monthly
basis to STR Contacts
Hotel / STR Ongoing




20



GUEST SATISFACTION SURVEY (GSS) PLATFORM


As a new member of LHW, you will be given complimentary access to an online guest satisfaction survey platform (GSS)
through a partnership with Medallia, a leader in hospitality consumer satisfaction programs. The LHW GSS program will
enable you to measure your overall guest experience from reservations and arrival, to interactions with staff right up
until check-out regardless of the source of the reservation, providing a real-time online data tool to help you assess and
refine all aspects of your operations.

The survey is customized to your hotel down to the name of specific venues, facilities and outlets. An alert feature is in
place allowing you to be made aware if a guest is not satisfied with his or her experience, empowering you and your
team to take proactive steps to not only address the situation but reply directly back to the guest.

You will also be able to review ratings and respond to social media comments from TripAdvisor, Hotels.com,
Booking.com, Travelocity, Expedia, and more in one centralized, online dashboard. This tool enables you to monitor
social media performance and benchmark against your competition.

GSS Best Practices
Resources
Required
Timeline
Implement the GSS program by contacting GSS@LHW.com Hotel / LHW
Post signed
agreement
Obtain user name and password during GSS implementation Hotel / LHW
Post signed
agreement
Review the information in the GSS program Reference Materials tab
once you are enrolled; you will find the recorded training
presentations quite helpful
Hotel
Ongoing for new
personnel
Log into your GSS account on a weekly if not daily basis to
review guest comments and reply directly to them with personalized
responses
Hotel Ongoing
Click close alert when replying to a guest even if you call them to
follow up on their feedback
Note: if you do not click close alert email reminders will populate
automatically
Hotel Ongoing
Upload guest files for Full GSS regularly
Note: Full GSS enables Medallia to send guest satisfaction surveys to
every guest staying at the hotel
Hotel Ongoing
Review guest comments from the survey and take note of
preferences for future stay
Hotel Ongoing
Use the Benchmark feature under the GSS Satisfaction tab to
benchmark yourself against the LHW portfolio to identify improvement
areas
Hotel Ongoing
Use the Social Rival Tracker feature to benchmark yourself against
your local competition
Hotel Ongoing
Utilize the GSS reports to assist with staff training Hotel Ongoing
Empower employees who receive positive GSS comments from
guests
Hotel Ongoing





21



LQA INSPECTION




As a member of LHW, you will be supported by Leading Quality Assurance (LQA) to ensure that your hotel operates at
the highest levels of quality and service. LQA provides quality assurance audits, benchmarking analysis and training
services enabling you to monitor and improve your operating performance. Through detailed reports and presentation,
LQA will offer qualitative and quantitative analysis of recognized global luxury hotel/resort standards. Review LQA
Services and see below for the best practices.



Hotel Quality Best Practices
Resources
Required
Timeline
Communicate and review LQA standards with each department Hotel Ongoing
Watch LQA training videos for Cleaning a Guest Room, Turndown
Service Reservations, and Rooming
Review eLearning Videos on various departments as they become
available
Hotel Ongoing
Once LQA scores are available, conduct a meeting with division
heads to establish an action plan as needed
Hotel Ongoing
Conduct monthly Quality Meeting with division heads to review
progress and amend action plan where necessary
Hotel Monthly
Share the latest LQA results with hotel staff and conduct regular
internal staff training and audits
Hotel Ongoing
Correlate LQA scores with guest comments from GSS reports to
identify patterns and areas for improvement
Hotel Ongoing
Participate in Upfront! Training to improve hotels LQA score
Note: This is a fee based training course. Training information can be
found at www.leadingquality.com/services_training.aspx
Hotel / LQA Request by Hotel



22



TRAINING OPPORTUNITIES



Leading Learning Institute

LHWs Leading Learning Institute (LLI) offers a global hotel training and development program with a wide range of
learning options. We work with the top training consultants in the world to provide hotels access to learning and
development opportunities at a fraction of the cost of doing so on their own.

Currently we are working with:
IDeaS a SAS company
IFH Institute for Hospitality Management
OpenSky
B Williams Enterprises
eCornell

Hotel interested in specific parts of the LLI training offering may participate on a per course basis. Others, who are
interested in the full offering of LLI, including unlimited access to all in - class session and 4 seats via eCornell, may do
so at an annual fee of USD 5,000.

The program includes:
a. In-class training (1-3 days) on the following topics: Leadership, Revenue Management, Negotiation
Skills, Sales Effectiveness and Service Delivery
b. eLearning opportunities through the full catalogue of eCornell courses focusing on:
Financial Management
Hospitality and Foodservice Management including revenue management courses for both
Rooms and F&B
Human Resources
Leadership and Strategic Management
Management Essentials
Marketing
Project Leadership and System Design
c. Two Regional Learning Workshops per year: 2-day meetings focused on management development
and leadership.
d. LQA Training Videos: a series of quality training videos covering reservations, rooming, turndown,
and housekeeping

LLI Best Practices
Resources
Required
Timeline
As training needs arise, consider LLI as a resource in address
these needs. We have the ability to offer both existing and
bespoke programs to meet your hotels needs.
Hotel On-going
Analyze guest comments as a way of identifying training needs
and opportunities for improvement.
Hotel On-going
Participate in both face-to-face and e-learning training classes.
Hotel On-going
Review LLIs monthly bulletins to consider the various training
options offered throughout the year.
Hotel Monthly
Enroll your hotel in LLI by contacting Lisa James at
LJames@LHW.com
Hotel On-going




23



LHW SAMPLE REPORTS



Hotel Performance Business Plan - sample





24

Hotel Distribution Audit samples
Year to Date Database Audit
Database Audit
Hotel Distribution Scorecard sample





25

Performance Optimization Plan (PO Plan) sample






















26


Performance Optimization Plan (PO Plan) sample continued












27



Guest Satisfaction Survey (GSS)


Net Promoter Score*





















*Net Promoter Score (NPS) is a measure of how likely you will recommend this hotel to others. It is calculated as the
difference between your percentage promoters and your percentage of detractors, on a scale from -100 to 100. For
example, LHWs net promoter score for September 2013 is 63.50%.








28












29

Leading Quality Assurance (LQA) Dashboard








30



IMPORTANT WEBSITES & WORLDWIDE CONTACTS




Important LHW Websites

LHW.com
The website features a dedicated page for every one of our member hotels in five languages.

Leading Extranet
The Leading Extranet is the exclusive portal designated for LHW member hotels, containing up-to-date news and
information, call-to-action items and events, membership, sales, marketing and advertising opportunities, access to
online order forms, and more.

Leading Quality Assurance (LQA)
Leading Quality Assurance (LQA) is a full-service quality inspection organization providing assessment programs. All
data collected during the quality audits is entered into a confidential database, allowing member hotels to obtain average
hotel scores on a worldwide, regional and city-specific basis.

Guest Satisfaction Survey (GSS) Platform
Guest Satisfaction Survey (GSS) platform is designed to measure the overall guest experience, providing real-time
online data tools to help LHW member hotels assess and refine all aspects of the hotels operations.

LHW Worldwide Contact List
Senior Executive Team



Ted Teng
President & Chief Executive
Officer
Tel: 212- 515-5602
tteng@LHW.com




Patricia Smith
SVP, HR & Organization
Development
Tel: 212-515-5630
psmith@LHW.com




Scott Boone
SVP, The Americas
Tel: 212-515-5769
sboone@LHW.com




Daniel Neumann
SVP & Chief Financial Officer
Tel: 212-515-5642
dneumann@LHW.com



Deniz Omurgonulsen
Vice President, Membership
Tel: 212-515-5857
denizo@LHW.com



Philip Ho
SVP, EMEA & APAC
Tel: 65-6737-6696
philip.ho@LHW-
offices.com


Shannon Knapp
SVP, Chief Marketing Officer
Tel:
sknapp@LHW.com



Jon Londeen
SVP, Distribution & Reservations
Management
Tel: 212-515-5704
jlondeen@LHW.com



Phil Koserowski
Vice President, Interactive
Marketing
Tel: 212-515-5854
pkoserowski@LHW.com



31

Department Contact Name Direct Phone E-Mail
American Express Corporate
Agreement
Monica Scully 212-515-5811 mscully@LHW.com
Appointments/Presentations
New York
Orlando call center
Frankfurt call center
Regional Offices

Pat Holter
Ivo Malinaric
Sabine Meister
Regional Directors

212-515-5715
407-681-6171
49-69 6640-8916-41


pholter@LHW.com
ivo.malinaric@LHW-offices.com
sabine.meister@LHW-offices.com

Branding - Logos, Guidelines Fabiola Compres 212-515-5714 fcompres@LHW.com
Brand Marketing Benjamin Collier
Sharon Ullrick
212-515-5804
212-515-5706
bcollier@LHW.com
sullrick@LHW.com
Bulletins Fabiola Compres 212-515-5714 fcompres@LHW.com
Directors, Business Performance:
Asia Pacific
Europe, Africa, Middle East
Europe, Africa, Middle East
Europe, Africa, Middle East
Middle East, South Africa
North America
South America/Caribbean

Betty Ozaki
Roberto Ragusa
Pablo Alcacer
Lydia Hammond
Tolgay Parlakyigit
Julia Bennett
Rogelio Toledano

81 3 5551 0085
49-69 138-85-305
34-91 55-91-750
44- 20-7290-1043
971-50-946-5949
212-515-5675
52-55 5280-4563

betty.ozaki@LHW-offices.com
roberto.ragusa@LHW-offices.com
pablo.alcacer@LHW-offices.com
lydia.hammond@LHW-offices.com
tolgay.parlakyigit@LHW-offices.com
jbennett@LHW.com
rogelio.toledano@LHW-offices.com
Consortia/Corporate Rates Karyn McCarthy 212-515-5603 kmccarthy@LHW.com
Collection of Past Due Accounts Patricia Kendall 212-515-5611 pkendall@LHW.com
Contracts Michael Silecchia 212-515-5677 msilecchia@LHW.com
Corporate Communications Jennifer Oberstein 212-515-5782 joberstein@LHW.com
CRM Enrique Urquiola 212-515-5774 eurquiola@KHW.com
Directories James Romanella 212-515-5779 directories@LHW.com
Distribution Support Services:
Frankfurt Office

London Office

Mexico City Office
Milan Office
North America

Orlando Office
Paris Office
Singapore Office
Sydney Office

Sabine Meister
Viktoria Wagner
Armando Rodriguez

Javier Guzman
Ilaria Rizzo
Betty Jimenez
Isabel Cardoza
Ivo Malinaric
Joanna Soinska
Ellen Li
Catherine Baartz

(49-69) 6640-8916-41
(49-69) 138-85-300
(44-20) 7290-1000

(52) 55-2122-2770
(39-02) 669-86131
212-515-5670
212-515-5702
(407) 681 6171
(331) 53-67-10-10
(65) 6737-9955
(61-2) 9377-8400

sabine.Meister@LHW -offices.com
viktoria.wagner@LHW -offices.com
armando.rodriguez@LHW -
offices.com
javier.guzman@LHW -offices.com
ilaria.rizzo@LHW -offices.com
bkramer@LHW.com
icardoza@LHW.com
ivo.malinaric@LHW -offices.com
joanna.soinska@LHW -offices.com
ellen.li@LHW-offices.com
catherine.baartz@LHW -offices.com

Events
North America
Europe, Middle East & Africa
Asia Pacific
South America

Jennifer Cardillo
Ciara Connolly
Regional Directors
Regional Directors

212-515-5721
44 (0) 20 7290 1019

events@LHW.com
ciara.connolly@LHW-offices.com
Familiarization Trips - Customer
Familiarization Trips - Staff
Reg. Sales Managers
Pat Holter

212-515-5715

pholter@LHW.com
Finance Diana Lyons 212-515-5605 dlyons@LHW.com
LHW Flags Santos Rodriguez 212-515-5629 srodrigu@LHW.com
GDS Conversion to LW Dick Moyer 212-515-5660 dmoyer@LHW.com
GDS Advertising Monica Scully 212-515-5811 mscully@LHW.com
GDS Help Desk
(GDS & Web Bookings)
TRUST - Orlando 800-225-5549
407-681-6142
tahd@LHW-offices.com



32

Group Sales - AMERICAS
Group Sales APAC & EMEA
Patrick Smith
Philip Ho
312-402-8472
65- 6737-6696
patrick.smith@LHW-offices.com
philip.ho@LHW-offices.com
Hotel Reports Help Desk 212-515-5750 lhwhelpdesk@LHW.com
Human Resources Patricia Smith
Madelene Jean-
Baptiste
212-515-5630
212-515-5743
psmith@LHW.com
mjeanbaptiste@LHW.com

Implementation Kit Quality Control 212-515-5860 qc@LHW-offices.com
Information Technology George Lee 212-515-5827 glee@LHW.com
Interactive Marketing Phil Koserowski 212-515-5854 pkoserowski@LHW.com
Interactive Operations Sherlock Dow 212-515-5766 sdow@LHW.com
Internet Implementation Quality Control 212-515-5860 qc@LHW-offices.com
Internet Bookings (LHW.com only) Special Services 212-515-5830 reservations@LHW.com
LHW.com Web Development webdevelopment@LHW.com
Leaders Club / Loyalty Marketing David Rompf 212-515-5607 drompf@LHW.com
Leading Direct Access Ada Guo 212-515-5716 aguo@LHW.com
Leading Extranet Fabiola Compres 212-515-5714 fcompres@LHW.com
Leading Learning Institute Lisa James 212-515-5666 ljames@LHW.com
Leading Orientation New York Pat Holter 212-515-5715 pholter@LHW.com
Leading Quality Assurance Trent Walsh 44-1689-899-860 trent.walsh@lqa.demon.co.uk
Guest Satisfaction Survey (GSS) Platform Support gss@LHW.com

LEO Training (hotel database, rates
& availability)
Distribution Support Services dss@LHW.com
Loyalty Marketing Julie Oleskiewicz 212-515-5883 joleskiewicz@LHW.com
Media Management
(Image Manager/Library)
Fabiola Compres 212-515-5714 fcompres@LHW.com
Membership Development
(New Membership Inquiries)
Annie Chen 212-515-5722 achen@LHW.com
LHW Plaques Santos Rodriguez 212-515-5629 srodrigu@LHW.com
Production Reports LHW Help Desk 212-515-5755 lhwhelpdesk@LHW.com
Property Management Interface Ivo Malinaric 407-681-6171 ivo.malinaric@LHW-offices.com
Public Relations Jennifer Oberstein 212-515-5782 joberstein@LHW.com
Quality Control Pernell Williams 212-515-5729 pwilliams@LHW.com
Rate Loading Quality Control 212-515-5860 qc@LHW-offices.com
Renovation Programs (Hotel) /
Database
Quality Control 212-515-5860 qc@LHW-offices.com
Reservation Management Services Jon Londeen 212-515-5704 jlondeen@LHW.com
Sales Call Assistance/Hotel Events
New York
Regional

Chevaneese Clarke
Regional Directors

212-515-5824


cclarke@LHW.com

Social Media Support
(Facebook, Twitter, Foursquare)
Gerald Graziano 212-515-5709 gerald@LHW.com
Special Services - Reservations
New York
Giovanna DiPiazza 212-515-5829 reserve@LHW.com
Technical Req./Assistance LEO LHW Help Desk 212-515-5750 lhwhelpdesk@LHW.com
Travel Agent Commission/Refund Grace Jenkins 212-515-5664 commissions@LHW.com
Trust system outages/
LEO or Voice
Trust Global
Customer Support
Americas
1-800-591-8736
APAC
65-6232-5951
EMEA
49-69-664-19300
ghd@trustinternational.com





33

GUIDO.FIORENTINO@EXVITT.IT
LHW.com

LHW.com
LHW.com