What level of staffing is Embassy Suites required to maintain regarding the Information System?
Embassy_Suites Franchise · 2025 FDDAnswer from 2025 FDD Document
Customer will maintain on its staff at all times sufficient personnel that have been trained in and are knowledgeable about the use of the Information System in a professional, efficient and competent manner.
Customer is responsible for maintaining duplicate or back-up copies of its software, data files and documentation.
HSS will have no liability for any damages resulting from Customer's failure to maintain such duplicate or back-up copies nor for any costs or expenses of reconstructing any such data or information that may be destroyed, impaired or lost.
Source: Item 23 — RECEIPTS (FDD pages 97–305)
What This Means (2025 FDD)
According to Embassy Suites's 2025 Franchise Disclosure Document, the franchisee (referred to as "Customer" in this section) is responsible for maintaining sufficient personnel who are trained and knowledgeable in the use of the Information System. These personnel must be able to use the system in a professional, efficient, and competent manner.
This requirement ensures that the Embassy Suites hotel can effectively utilize the Information System for its operations. Having adequately trained staff is crucial for the smooth functioning of the hotel's IT infrastructure, including property management systems, reservations, and guest services. The franchisee bears the responsibility for the ongoing training and competence of their staff in using these systems.
The FDD also states that the franchisee is responsible for maintaining duplicate or back-up copies of its software, data files, and documentation. Failure to maintain these backups absolves HSS (presumably Hilton Systems Services) from any liability for damages resulting from data loss or the costs of reconstructing lost information. This highlights the importance of data management and disaster recovery planning for the franchisee.
In summary, Embassy Suites franchisees must prioritize staffing and training related to the Information System to ensure efficient operations and data protection. They should budget for ongoing training and consider the costs associated with maintaining adequate IT support staff.