What are the components of the Service Quality Improvement Program for Embassy Suites By Hilton?
Embassy_Suites_By_Hilton Franchise · 2025 FDDAnswer from 2025 FDD Document
Our Service Quality Improvement Program (formerly known as the Quality Improvement Program) is a part of our quality assurance program. Any hotel that fails to meet our minimum Service Quality Standards for more than 6 continuous months may be required to participate in our Service Quality Improvement Program, which consists of: (a) completion of a Service Improvement Plan for your Hotel; (b) you or your management's successful completion of our service improvement process (which may include additional assessments, re-training, consulting and coaching, or other steps administered by us or third-party vendors we designate); and (c) payment of the applicable Service Quality Improvement program fees. We may waive one or more these requirements based on the particular circumstances at individual hotels. We plan to implement these updates to our Service Quality Improvement Program later this year. At that time, we might make certain adjustments to the program components and fees. See Item 6.
Source: Item 11 — FRANCHISOR'S ASSISTANCE, ADVERTISING, COMPUTER SYSTEMS AND TRAINING (FDD pages 53–67)
What This Means (2025 FDD)
According to the 2025 Embassy Suites By Hilton Franchise Disclosure Document, the Service Quality Improvement Program is implemented if a hotel fails to meet the minimum Service Quality Standards for more than 6 continuous months. This program is designed to help hotels improve their service quality and maintain brand standards.
The Service Quality Improvement Program consists of three main components. First, the franchisee must complete a Service Improvement Plan for their hotel, which likely involves identifying areas of weakness and outlining specific steps to address them. Second, the franchisee or their management team must successfully complete Embassy Suites By Hilton's service improvement process. This may include additional assessments, retraining, consulting, coaching, or other steps administered by Embassy Suites By Hilton or third-party vendors they designate. Finally, the franchisee is responsible for payment of the applicable Service Quality Improvement program fees.
Embassy Suites By Hilton retains the discretion to waive one or more of these requirements based on the specific circumstances at individual hotels. The FDD also indicates that Embassy Suites By Hilton plans to implement updates to the Service Quality Improvement Program later in the year, which may include adjustments to the program components and fees. Franchisees should refer to Item 6 of the FDD for more details on the fees associated with the program.