IHG Brand Standards Glossary Updated 09-Nov 2016

2Way interface The interface between the Central Reservation System and the Property Management
System that synchronizes information on room availability and guest information.

Accent décor A detail that is emphasised by being contrasting with its surroundings; a distinctive but
subordinate pattern, motif, colour etc.

Acceptable use A series of information security controls relating to the acceptable use of information
assets and information systems.

Accessory Items supplied that are movable but non-disposable, e.g. ironing board, waste basket
etc.

Agreed rate strategy tool This is the tool the off-property Global Sales team use when negotiating with clients. The
tool includes the rate parameters that a hotel has defined.

Airline crew lounge A separate area within the hotel that airline crew only are permitted to use.

Appliance A piece of equipment designed to perform a specific function, e.g. a refrigerator,

washing machine, or toaster.

Amenity Items supplied that are moveable and disposable, e.g. shampoo, soap, cups, earplugs
etc.

Alternative entrance Any doorway into the hotel other than the designated main entrance

Alcohol display A prominent area used for merchandising the display of alcohol/alcoholic beverage
bottles.

Architectural plants Medium to large live plants placed in a space for aesthetics, room division and
presentation.

Accessible Room A room that is easy for disabled people to enter and leave and which has adequate
circulation space for a wheelchair.

Addressable An addressable fire alarm system is made up of a series of fire detectors and devices
that are connected back to a central control panel. With addressable systems, each
device has an address or location, enabling the exact detector that was triggered to be
quickly identified.

Area/Authority Having Where safety is primary, the Area/Authority Having Jurisdiction (AHJ) may be a federal,
Jurisdiction (AHJ) state, local, or other regional department or individual such as a fire chief; fire marshal;
chief of a fire prevention bureau, labor department, or health department; building
official; electrical inspector; or others having statutory authority.

Assemblies A group of building components that performs a single function when installed in
combination with each other such as a fire rated doors (door, jambs, seals, closers and
hardware), windows, wall and ceiling systems, duct dampers and construction joints.
Atrium A large-volume space created by a floor opening or series of floor openings connecting
two or more stories that is covered at the top of the series of openings and is used for
purposes other than an enclosed stairway; elevator hoist way; escalator opening; or
utility shaft used for plumbing, electrical, air-conditioning, or communications facilities.
Note: ”large-volume” means a minimum horizontal dimension of 6.1m (20ft) and a
minimum area of 95m² (1000ft²). A monumental stair may or may not be considered as
an atrium space.

Automatic Door Release A device which is capable of closing the door from any angle and against any latch fitted
Mechanism to the door.

Business continuity & A series of information security controls relating to unplanned interruptions to
disaster recovery information systems supporting business processes

Brand Service training Training that supports the key colleague behaviors that deliver the brand through
specific services.

Book direct information The CRO, website and brand information detailed on pens, notepads etc.

Bed base Also called a divan or box spring, a bed base typically consists of a sturdy wooden frame
covered in cloth and containing springs. The bed base is almost always the same size as
the much softer mattress, which sits on top of it. It can be placed on top of a bed-frame
but usually the bed base is mounted directly on casters standing on the floor. Working
together, the mattress, bed base (and frame) make up a bed.

Brand Design (SRD) Standard room design

Guidelines

Brand Development & Design document

Experience Guide

Brand Identity Guidelines Brand collateral and logo usage

Beam Spread In lamps with integral reflectors, such as PAR lamps or MR16 lamps, a measurement in
degrees of the cone of light emitted from the lamp. These lamps are offered in a variety
of standard beam spreads.

Back of House Includes corridors, mechanical rooms and storerooms not used by guests

Balance Bar Includes permanent structures such as fences and walls (brick, block, glass or Perspex).

Barrier Includes permanent structures such as fences and walls (brick, block, glass or Perspex).

Building Height The height of the building in which the hotel is located. Height is measured from
external fire brigade access level to the finished floor level of the highest hotel floor with
guest access.

Credit card data Payment card details including the following data elements found on a typical payment
card: Primary Account Number (PAN) Cardholder name Service code Expiration date
Sensitive Authentication Data
Colleague area Areas of the hotel that are limited to colleague access only

Civil emergency A situation that poses an immediate risk to health, life, property or environment. Most
civil emergencies require urgent intervention to prevent worsening of the situation.

Children's activity material Materials that can be used to occupy / entertain children, e.g. coloring books and
crayons, activity equipment etc.

Central Reservation System IHG’s global reservation system currently known as "HOLIDEX® Plus

Conversion Applicable to hotels or other buildings that are being converted to IHG. Hotels must
comply with all standards.

Consortium/Consortia
A Consortium is a group of travel agencies. They can be: A single agency with multiple
locations around the globe all sharing one name, i.e. American Express (These are also
known as mega agencies). or A group of smaller agencies that join together and use
their own names, but, use the name of the consortia to identify they are part of a larger,
often global, organization

Color Temperature A measure of the relative blue or red component of light, measured in degrees Kelvin.
Incandescent sources are around 3000° Kelvin.

Color Rendering Index (CRI) A measure of the ability of a particular light source to accurately render colors.
Measured on a scale of 0-100 with 100 being best. Incandescent sources are rated at
approximately 100 CRI.

Certified Confirmation that a system meets required standards by the issuing of commissioning
reports, installation certificates, building regulation approvals or documentation by a
qualified third party recognized by a professional body.

Chaseway/Service Duct A vertical shaft in a multi-story building containing utility and service piping including
but not limited to water-supply, drainage, gas, electrical conduit or vent pipe to service
several branches or a group of fixtures.

Circuit Breakers Includes "Ground Fault Circuit Interrupters", "Residual Current Devices" and “Arc Fault
Circuit Interrupter”.

Closets A small enclosed room in hotels where the area of the space does not exceed 24 square
feet the least dimension does not exceed 3 ft., and the walls and ceilings are surfaced
with non-combustible or limited-combustible materials.

Codes Recognized by IHG National codes and standards which are agreed to provide a satisfactory level of safety
and which may be used to benchmark the requirements of specific standards. These
codes include, but are not limited to national or international building and technical
codes, accredited Standards and approved codes of practice.

Common Areas Is an area that is available for use by more than one person. The common areas are
those within a hotel that are available for common use by all guests, groups of guests or
colleagues. Such areas might include but are not restricted to ballrooms, meeting
rooms, lounge areas, the lobby, fitness rooms, restaurants, bars etc.
Cooking Ranges Cooking equipment which includes an open top burner, solid top or boiling table
combined with other prime cooking units such as a salamander grill, deep fat fryer,
griddle, char grill and so on. Cooking facilities do not include microwave ovens, kettles,
coffee machines and other low fire risk appliances.

Corrosion Resistant Includes chrome-plated brass, bronze, or stainless steel.

Directory of Services A Guest Services Directory

Duty Manager Duty Manager, refers to the person who has full accountability for the day to day
operation of the hotel in the absence of the General Manager etc.

Door panel Decorative panel, normally displaying some design or graphic signage, for example, on
the front of a vending machine's front facing access door

Distribution channel Channels through which we sell guest rooms, for example branded Websites,
reservation centers, third-party online partners etc.

Display Hotel Hotel information in HOLIDEX® Plus used by our CRO and some TPIs.
Miscellaneous (DH-4)
screens

Disclaimer notice A notice explaining that the use of the equipment, service or product is at the guests'
risk

Diagonal screen size The measurement from one corner of the screen to the diagonally-opposite corner

Development Pathway Modular, online and on the job learning for General Managers, tailored to each
individual by brand, region and experience so they can build their skills and knowledge
from day one.

Detailed Check Out Automatic record transmittal produced by the hotel’s Property Management System,
which includes records the Property Management System receives from HOLIDEX® Plus.

Destination hotel The hotel that a guest will be staying at.

Designated Manager The person who has full accountability for the day to day operation of the hotel in the
absence of the General Manager.

Departmental training Training relating to competency or skills required to meet the responsibilities of the role
within a specific department i.e. Front Office, Housekeeping, F&B etc.

Delayed guest lounge A separate area within the hotel that is used by guests when their transportation (e.g.
airlines) experience delays. This is normally arranged by the Airline.

Decorative pillow Any item within a design that is included purely for decorative purposes, for example:
scatter cushions, object d'art, etc.

Decorative item Any item within a design that is included purely for decorative purposes, for example:
scatter cushions, object d'art, etc.
Data disposal and A series of information security controls relating to the disposal and destruction of
destruction information that is no longer required to support legitimate business purposes

Data collection A series of information security controls relating to the collection, retention, and storage
of information required to support legitimate business purposes

Data classification A series of information security controls to define and assign levels of sensitivity for
information assets in order that appropriate protection is put in place with more
sensitive information receiving higher levels of protection

Downlight Recessed fixture commonly referred to as “can lights”.

Dead-end The portion of a corridor where only one path of travel is available before two or more
distinct paths to an exit are available.

Deck Level Those swimming pools where the level of water is same as the level of the pool deck
surround.

Designated Floor Level A floor agreed with the fire authority to which a lift automatically goes in the event of
activation the fire alarm.

Door Selectors A device fitted to double doors with rebated meeting stiles to ensure the doors close in
the correct sequence.

External speaker A loudspeaker system located outside the hotel building, normally at the main entrance.

External signage All signage located on the exterior of the building or within the property perimeter

Expendable item Collateral and items in the room that require regular replacement due to wear and tear
or usage

Enrolment property Refers to the actual hotel where the enrolment was processed.

Enrolment date Refers to the actual date when a non-IHG Rewards Club member was enrolled into the
IHG Rewards Club loyalty program.

Existing Applicable to existing / operating IHG hotels now. Hotels may have until a date based
compliance deadline to comply with the standard. All standards that include this icon
must be implemented.

Emergency Egress A method of exit which people can access safely in an emergency.

Emergency Exit An emergency exit is a doorway out of a room or building that is designated for use in an
emergency that provides continuous and unobstructed path of exit travel to a place of
safety.

Evacuation Drill Is a method of practicing how a building would be evacuated in the event of a fire or
other emergency.
Exit Door A door which normally serves more than 50 people and forms part of the means of
egress which leads: • Directly to the exterior of the building, or • Into an exit stair, or
From a Public Area

External Fire Escape An external structure, such as an outside stairway, attached to a building for use as an
emergency exit in the event of fire.

Egress The way out, the action of going out of or leaving the building.

Electrical Installation Means fixed electrical cables or fixed electrical equipment located on the consumer’s
side of the electricity supply meter, including earthing systems; across all voltages but
does not include any: • Electrical equipment owned or used by an electricity supply
authority, or • Electrical article connected to, and extending or situated beyond, any
electrical outlet socket.

Electronic Door Lock An Electronic Door Lock is a locking device, which operates by means of electric current.
Locks maybe standalone or networked but all will provide an audit trail of use that
identifies individual user keys. Locks shall have the means by which to provide varying
levels of access control defined by user role and time. In addition to the electronic
features, the lock will also provide a means by which guests can prevent unwanted entry
by any key other than an emergency access key. The term electronic lock also
encompasses any associated technology that provides guests and staff with an alternate
means of entry, including metal keys and mobile devices.

Emergency Lighting Lighting provided to illuminate escape routes that will function if the normal lighting
fails.

Furniture Items which are loose such as tables, chairs, desks, and sofas.

Furnishing Decorative accessories in the room or building, such as vases, curtains or rugs.

Folio rack A filing system for guest registration cards, room charge dockets etc.

Folio paper Paper used for printing guest invoices

Flame Retardant A material that has been manufactured or chemically treated to inhibit, suppress, or
delay the production of flames to prevent the spread of fire.

Fire Safety Equipment Includes any apparatus, machinery or equipment provided for use in fire prevention,
firefighting or suppression activities. It includes but is not limited to fire alarm systems;
firefighting equipment; fixed fire installations, portable fire extinguishers, fire pumps,
emergency lighting; escape routes; fire doors; fire exit signage, standpipes (rising mains)
and associated water supplies.

Franchisee An operator who uses a brand under license from the brand owner.

Franchisor The brand owner who licenses brands for use by other operators.

Fixtures and Fittings These are items that will be permanently fixed/fitted in place as part of the overall
structure of the building and its environs during the initial building/ major refit of the

Furniture Finishes Fixtures
and Equipment
Features
Final Exit
Fire Emergency and
Evacuation Plan
Fire Lobby
Fire Prevention
Fire Rated Door Assembly
Fire Rated Doors
hotel. Examples of these items are as follows: Doors, Intercom systems to doors, locks,
Bathroom fixtures, taps/faucets, handrails for stairs.
This relates to items that are generally provided as loose/stand-alone items and/or as a
finishing or dressing to the base construction of the hotel. These items tend to be
integral to the delivery of the Hotel’s interior design concept or are fundamental to the
delivery of the required guest experience of that specific guest journey stage. Examples
are as follows: Curtains / Blinds, Carpets, Rugs, Soft furnishings, Fitness equipment,
Kitchen equipment, Meeting room furniture (Meeting room tables and chairs) and Guest
room furnishings / Casework.
When considered in relation to floor-to-ceiling windows, glass doors and glass walls,
includes crash bars.
Means the termination of an escape route from a building giving direct access to a
"Place of Safety" such as a street, passageway, walkway or open space, and sited to
ensure that persons can disperse safely from the vicinity of the building and the effects
of fire.
Is a plan for the hotel or parts thereof, describing what procedures the employer,
employees, guests and visitors to the hotel must take to ensure safety from fire. The
following elements may be included in the plan: • Emergency escape procedures •
Emergency escape route assignments • Procedures to be followed by employees who
remain to operate critical plant operations before they evacuate • Procedures to
account for persons after emergency evacuation has been completed; • Rescue and
medical duties for those employees who are to perform them • The preferred means of
reporting fires and other emergencies • Names or regular job titles of persons or
departments who can be contacted for further information or explanation of duties
under the plan • The types of evacuation to be used in emergency circumstances
A protected area designed to inhibit the movement of fire and smoke from an adjoining
room, story or space into the escape stair or fire-fighting lobby.
Includes the preventive strategies for reducing the risk of fire in the building: a list of all
major fire hazards, proper handling and storage procedures for hazardous materials,
potential ignition sources and their control, and the type of fire protection equipment
necessary to control each major hazard; procedures to control accumulations of
flammable and combustible waste materials; procedures for regular maintenance of
safeguards installed on heat-producing equipment to prevent the accidental ignition of
combustible materials; the name or job title of employees responsible for maintaining
equipment to prevent or control sources of ignition or fires; and the name or job title of
employees responsible for the control of fuel source hazards.
The door assembly is composed of the fire door, frame, fire exit hardware, door closers,
hinges, locks, door bolts, and other door components that when combined provide a
specific degree of fire protection that is contingent on the door fire rating.
Means a door or shutter, together with its frame and furniture, designed to hold back
fire and smoke for a designated period.
Fire Resisting Separation Fire Separation; means a construction assembly that acts as a barrier against the spread
of fire. A fire separation may or may not have a fire-resistance rating.

Fire Resistance Means the ability of building components and systems that are essential to the stability
of the building or structure and stair and elevator shafts and unstopped service shafts,
to perform their intended fire separating and/or loadbearing functions under fire
exposure. Fire resistant building components and systems are those with specified fire
resistance ratings based on fire resistance tests.

Fire Strategy A fire strategy in conjunction with scale drawings, should detail the type of fire safety
facilities that are to be incorporated within the building, along with their respective
specifications. The method of operation of any system, whether active or passive,
should also be clearly stated within the strategy. The primary aim of a fire strategy is to
design, manage, plan and co-ordinate appropriate fire safety procedures to reduce the
risks of fire, thus ensuring the safety of the buildings occupants.

Fixed Fire Suppression Means any fire suppression, control or extinguishing system for use as a fixed
System installation in a building, protecting the whole or part of the building and/or objects
within. Examples of such systems include but are not limited to automatic fire sprinkler
systems (the most common type) and other approaches such as deluge systems and
water mist systems, gaseous extinguishing systems, oxygen reduction systems and other
installed firefighting systems using alternative media.

Flammable Materials Capable of being easily ignited and burning quickly and includes but is not limited to
paints, solvents and fuels.

Fuel Burning Appliance Includes but is not limited to any furnace, boiler, water heater, steam generator,
fireplace, laundry dryer, appliance and apparatus, but exclude cooking equipment.

Guest Services Directory A Directory of Services

Guest-impacting local law Local laws that will affect the way in which a guest experiences the hotel facilities or
and restriction local area

Guest facing colleague A colleague that works in the front of house area of the hotel, interacting with guests as
the main part of the role.

Guest Facing Role A role that works in the front of house area, interacting with guests.

General Manager General Manager refers to the head of the hotel and the person accountable for the
day-to-day operations of the hotel.

General Alarm An alarm that sounds throughout the entire building right away to warn occupants of
the building that fire has broken out and to notify the building occupants to evacuate.

Grand Master Key An electronic or metal key that is used to open more than one lock including Guest
(sometimes known as Room deadbolts or other similar privacy features to provide emergency access into a
Emergency Master Key) locked Guest Room.
Gravity Drainage System A gravity drainage system utilizes a collector tank meaning that the water flowing from
the pool/spa to the circulation system does not connect directly to the pump. The water
collects in a collection tank or basin open to the atmosphere and the pump pulls the
water from it for circulation back into the pool.

Ground Fault Circuit An electrical wiring device designed to prevent electrocution by detecting the leakage
Interrupters (Residual electrical current, which can be far smaller (typically 5-30 milliamperes) than the
Current Devices, Arc Fault currents needed to operate conventional circuit breakers or fuses (several amperes).
Circuit Interrupters)

Guest Room Includes any occupiable space within a guestroom other than bathroom.

Gas Installation Means a combination of any pipe or system of pipes for or incidental to the conveyance
of gas and components or fittings associated with the pipe or pipes which are
downstream of the gas supply point; and any one or more of the following: • Any
liquefied petroleum gas storage vessel • Any appliance and associated components or
fittings which are downstream of the gas supply point • Any meter which is downstream
of the gas supply point • Any means of ventilation or system for the removal of
combustion products which is downstream of the gas supply point

Human resources security A series of information security controls relating to human resources.

Hotel induction An introduction to the key areas of the business that all colleagues should know when
they work in the hotel e.g. fire, life safety, colleague facilities, brand history and
heritage, local information, local laws and regulations, dress code

Hotel folio The personal invoice or account for the guests visit to the hotel

Hotel Content Management This tool is the central repository for information (e.g. hotel amenities/ attractions,
System driving directions, property photos) about IHG hotels. This information helps IHG sell
room nights when it is published across IHG distribution channels (e.g. branded
Websites, reservation centers, third-party online partners etc.).

Heart of House Heart of House is an area only accessible by and visible to colleagues. It is used to
communicate IHG key messages, enhance team spirit and drive colleague identification
with the brand / wider IHG company.

Harmonize appearance Matching or coordinating in design and style

HVAC system Heating, Ventilation and Air-Conditioning system

HPS (Hotel Performance IHGs field team who support franchised hotels
Support)

HOLIDEX® Plus Reservation The HOLIDEX® Plus Reservation system is exclusive to InterContinental Hotels Group and
System is used to manage our hotels availability. The system feeds the GDS and our Internet
sites and is used by the CRO to make reservations. It enables the hotels to: Make,
change or cancel reservations for any InterContinental Hotels Group property View
inventory and rates for each hotel View guest information and loyalty program
members at hotel level Manage inventory, rates, rate rules/fences and policies at hotel
 level Manage rate codes and categories at hotel level Set Yield Management restrictions
at hotel level Create and manage separate group rates and inventories at hotel level.

Home Page The first screen seen when visiting a Web site. A home page often has a welcoming
message and links to other pages on that server or other servers.

Halogen Incandescent Incandescent lighting with halogen gas within the bulb (rather than a vacuum). The
halogen gas contributes to longer lamp life and higher color temperature than standard
incandescent lamps.

Hazardous Materials A substance, which because of its chemical properties or the way it is used or stored
presents a risk, for example bulk petroleum gas or oil.

Hazardous Machinery Hazardous Machinery includes mechanical equipment, tools, and other machinery has
the potential to pose several hazards to users including, pinch points, wrap points, shear
points, crush points, pull-in points, and the potential for objects to be thrown from the
equipment.

Hazardous Processes Hazardous Process means any process or activity where, unless special care is taken, raw
materials or the intermediate or finished products, by-products, wastes or effluents
would cause impairment to the health of the persons engaged in or connected with the
activity or result in the pollution of the general environment.

Height Means any place where, if precautions are not taken, a person could fall a distance liable
to cause personal injury. It includes but is not limited to: • A fall from an edge, through
an opening or fragile surface or from a roof or terrace/balcony A fall from ground level
into an opening in a floor or a hole in the ground • Height does not include a slip or a
trip on the level, as a fall from height has to involve a fall from one level to a lower level,
nor does it include walking up and down a permanent staircase in a building.

High-rise A building height greater than 75ft (25m) - see Building Height definition.

Hot Tub A self-contained body of warm aerated water with built-in jets designed for sitting in
and used for recreation.

Hotel For the purposes of the IHG Brand Safety Standards a ‘Hotel’ is a building or part of a
building of any size that provides sleeping accommodation, meals and other services
that may include additional guest facilities such as a swimming pool, fitness center,
business center, childcare, conference facilities and social function services for travelers
and tourists.

Internet Access Collateral Materials that are used to explain how to access the internet

Information Systems A series of information security controls relating to information systems

Security

Information Security That part of the overall management system, based on a business risk approach, to
Program establish, implement, operate, monitor, review, maintain and improve information
security.
Information Security Policy Overall intention and direction as formally expressed by management. An information
security policy document should state management commitment and set out the
organization's approach to managing information security.

Incident Response A series of information security controls relating to the detection of, and response to, a
breach of security.

In-room Collateral All disposable materials that are designed to market to or provide information to the
guest

In-house Guest Guests who are registered and have checked into the hotel.

IHG Data Any data or information entrusted to the hotel that IHG has a requirement to protect.

IHG Rewards Club Benefits The loyalty program benefits delivered to IHG Rewards Club members.

IHG RFP (Request for IHG’s tool for managing and responding to RFPs from key business travel clients. Best in
Proposal) Tool class solution reflecting current industry standards and innovations.

IHG Off Property Global Responsible for developing and managing customer relationships with key accounts.
Sales They also set the strategic direction, develop and coordinate activities on behalf of
hotels.

IHG Corporate Gold An agreement with managed corporate accounts that offers a tiered discount off the
Program Best Flexible Rate (BFR) in exchange for preferred status and room night production.
Designed to drive incremental business to IHG hotels through a consistent global
program.

Independent Hotel An Independent Hotel Website is a consumer facing online or mobile collection of
Websites related web pages, content, photos, videos and/or other digital assets developed and
maintained by a hotel or its agency.

IATA Number An 8-digit number issued by IATA (International Air Transport Association). It is a unique
numeric code, which enables instant recognition for each and every agency location.

IP Address Every computer on the internet has a numerical address (e.g. the IP address of one of
the BBC's computers is 38.160.150.31). To make this easier for us humans to remember,
websites are usually given a name so they can be found easily (e.g. www.bbc.co.uk). This
is known as a 'domain name'

In-room Safes A certified lockable container for use by guests to store their valuables.

Kelvin Scientific temperature scale starting at absolute zero degrees, no negative Kelvin
measurements exist.

Key Card An electronic key used to activate an electronic lock.

Lost and found log A record that tracks guests lost and found items.

Location within Hotel The location(s) within the hotel to which this standard applies.
Local brand greeting Brand defined greeting as appropriate to you locality

Living area Any occupiable space within a guest room other than bathroom

Local Location of partner or manufacturer must be within a 90 mile radius the hotel and not a
nationally recognized brand.

Lamp Technically correct version of “light bulb.” A table lamp is technically referred to as a
portable table lighting fixture.

Living In Colleagues who live in the hotel permanently or sleep overnight in the hotel when on
duty.

Low-rise A building height less than 33ft (10m) - see Building Height definition

Life Safety Systems Includes but is not limited to fire detection and alarm, fire suppression, emergency
lighting, smoke control (or management) and extraction, and firefighting systems, lifting
equipment and lifts, edge protection and man-safe systems and distress / panic alarms.

Lifts and Lifting Equipment Equipment used for the lifting and lowering of loads and persons and includes
attachments used for anchoring, fixing and supporting the load including but not limited
to cranes, forklift trucks, passenger lifts and lifting accessories such as ropes, slings and
eyebolts.

Monogram Colors Specified colors used in the brand's monogram logo.

Master Keys An Electronic or Metal Key which is used to open more than one lock.

Materials Includes foam and non-foam filling material for furniture, upholstered furniture and
furnishing fabrics including drapes, curtains and blinds, beds, bed bases, mattresses,
mattress toppers and upholstered head boards, duvets, pillows and bed throws, wall
coverings and linings and carpets and rugs.

Medium-rise A building height greater than 33ft (10m) and less than 75ft (25m) - see Building Height
definition.

Metal Key A metal key used to open a barrel lock.

Normal demand The number of people that want to stay at the hotel for a specified price and time,
under normal circumstances during similar calendar months. Demand is not limited by
hotel physical capacity

Non Detailed Check Out Hotels that do not have Detailed Check Out capability and are only able to transmit
records that are produced by the HOLIDEX® Plus reservation system. Records generated
in the Property Management System at these hotels must be manually added to the LPU
screen in LoyaltyConnect.

New Build Applicable to New Build/Construction hotels. Hotels must comply with all standards that
include this lifecycle
No Shows When a customer/group has made a confirmed reservation and does not check-in or
cancel before 4pm on date of arrival.

Offsite welcome desk Any desk used at an off site facility designed to be a welcome point for arriving guests,
e.g. at an airport.

Occupancy The percentage of total rooms sold on a particular night (number sold divided by
number available for sale).

Opera IHG Global Property Management System

Operating Supplies and All content relating to the people and processes required during the operation of the
Equipment hotel, along with products that will be supplied as part of the Operating Supplies and
Equipment (OS&E). • Operating supplies includes guest supplies, cleaning supplies,
printing and stationery. Examples of items included are TVs and TV mounts, clock radios,
Safes, Minibars, irons, hair dryers, keycards, “do not disturb” signs, ice buckets,
disposable glasses, kitchen utensils, vending machines, luggage racks and all general
office supplies. • Operating equipment includes linen, china, glassware and silver. •
Funded through P&L on replacement). These are items that will need to be procured by
the hotel team once the hotel is built and there will be Operational requirements for
product related items. • Ongoing operations and maintenance of equipment.

Port speed The minimum consistent download and upload speed provided from Internet Service
provider (ISP) to the hotel.

Program blocking The ability to restrict access to certain TV / movie channels.

Priority Check in A program benefit wherein IHG Rewards Club Gold and Platinum Elite members that
made a reservation before 8:00am on the day of arrival are pre-assigned and
preregistered to the appropriate level of accommodations, prior to their arrival.

Platinum Elite Room One of the IHG Rewards Club Platinum Elite member program benefits. Elite members
Availability Guarantee are guaranteed one room for personal use for reservations made at least 72 hours prior
to the date of arrival.

Planned Preventative Proactive maintenance schedule

Maintenance

Physical and environmental A series of information security controls relating to the physical and environment
security security of information assets and information systems

Personal Data Any information relating to an individual who can be identified from that data (or from
that data combined with other data in the hotel’s possession or that is likely to come
into the hotel’s possession). It may include, but is not limited to, name, address, email
address, date of birth, credit or debit card number.

Pre Con Pre-convention meetings are typically held with the meeting planner and key hotel staff
that will be executing the event(s). Attendees should include the General Manager or
Assistant General Manager, Front Office Management, Reservations if appropriate, Food
and Beverage Management, Banquet Management, Sales Management, etc.
Perform IHG's portal for the Revenue Management System linked to Holidex Plus. Within the
Perform portal, the hotels log into HIROSM, security and reports based on their security
level. Each will have their own icons.

Property Improvement Plan Property Improvement Plan. A detailed review of a hotel property assessing what
(PIP) improvements / investments are required for the property to meet brand standards.

Property Management Property Management System. The computer system in a hotel that contains
System (PMS) information about available and occupied guest rooms, future reservations and guest
charges. This term can include any of the Encore Front Desk Systems or other property
management system designed to work with HIRO and HOLIDEX® Plus reservation
system.

Permanently Monitored Includes but is not limited to: • Alarm panel or repeater panel sounding in a
permanently staffed location • Remotely monitored fire alarms connected to an alarm
receiving center or fire alarm monitoring organization that pass on alarm activations to
the relevant Fire and Rescue Service • Pager Alarm activation via an in-house pager
system, causing the pagers carried by all members of staff to vibrate Mobile/Cell phone
(SMS) Transmission of a preprogramed text message. Local acoustic activation of
buzzers or speakers in staff areas Silent/coded alarm broadcasting of a “silent” alarm in
the form of a coded message transmitted via the hotel PA system

Physical Environment With reference to swimming pools includes the pool tank profile; pool tank edge; pool
tank detailing; pool tank bottom; circulation routes around the pool and leisure facility;
the design of steps, ladders and ramps; floor and wall finishes; lighting; glazing and
ceilings.

Place of Safety Is a place beyond the building in which a person is no longer in danger from a fire.

Play Areas, Play Rooms and A permanently designated indoor or outdoor area specifically laid out for young children
Games Rooms to play.

Public Areas Is any place used for the congregation of guests or visitors to the hotel for deliberation,
entertainment, cultural, recreation or similar purposes and includes corridors,
restaurants, function rooms and meeting rooms.

Pool Maintenance Includes but is not limited to water cleaning, pool vacuuming and water treatment.

Pressure Systems Include: • Pressure equipment – vessels, piping, safety accessories and pressure
accessories. • Vessel - a housing designed and built to contain fluids under pressure.
Includes its direct attachments up to the coupling point connecting it to other
equipment. A vessel may be composed of more than one chamber. • Piping - piping
components intended for the transport of fluids when connected together for
integration into a pressure system. Includes a pipe or system of pipes, tubing, fittings,
expansion joints, hoses, or other pressure-bearing components as appropriate. Heat
exchangers consisting of pipes for the purpose of cooling or heating air are considered
as piping. • Safety accessories - devices designed to protect pressure equipment against
the allowable limits being exceeded. Such devices include devices for direct pressure
limitation, such as safety valves and bursting discs etc, and limiting devices which either
activate the means for correction or provide for shutdown or shutdown and lock out,
such as pressure switches or temperature switches etc. • Pressure accessories - devices
 with an operational function and having pressure-bearing housings. • Assemblies -
several pieces of pressure equipment assembled by a manufacturer to constitute an
integrated and functional whole.

Products, Devices and Any object provided to ensure the safety of guests and others or which could adversely
Assemblies affect their safety for example but not limited to alarm devices, electrical and
mechanical apparatus.

Protected outlets Includes an electrical socket with a built in "Circuit breaker".

Protected Corridor Means a corridor that is adequately protected from fire in adjoining accommodation by
fire-resisting construction (to a minimum of 60 minutes Fire Resistance).

Qualified Person A Qualified Person is an architect, engineer, surveyor, structural engineer or other
competent person appointed by the Licensee or employed by the relevant and
applicable regulatory body such as fire authority, food safety authority, public health
authority or building control authority. Competent means the broad professional
knowledge, attitude, qualification and skills required in order to carry out the work.

Reward Night Is a hotel awards program that allows members to redeem their points for hotel stays at
any IHG hotel. All brands and all hotels must participate in the Reward Nights program.

Request for Proposal A company's formal solicitation for bids on business from suppliers (in our case, hotels).

Renovation Applicable to existing / operating IHG properties at the event of renovation. All
standards that include this icon must be implemented.

Replacement Applicable to existing / operating IHG properties at the event of replacement, i.e. end of
life. All standards that include this icon must be implemented.

Remote Exits must be as far from each other as possible and should lead by independent routes
to a final exit, they should be arranged to minimize the possibility that a single fire or
other emergency condition could simultaneously render both exits unsafe or
inaccessible.

Risk Assessment A risk assessment is a list of the significant hazards, threats and risks in the hotel or hotel
grounds and the procedures required to control those hazards and prevent harm. The
risk assessment should be in writing and reviewed annually or sooner if required.

Strategic Pricing A customized dynamic pricing model designed to reward clients for their impact size and
spend to IHG®. Provides a discount off of IHG®’s Best Flexible Rate based on the client’s
spend with IHG® and rewards clients for moving additional share to IHG®. The model is
built by brand and by region.

Sleeping amenities Any products offered in room to aid guests to fall asleep such as sprays, eye masks, ear
plugs, etc.

Side panel Panel(s) located on either one side or more commonly both sides of an architectural or
building element, for example, a window or a piece of vending equipment, that are used
 either in a purely decorative capacity or to conceal some unwanted views/workings, or
to satisfy both needs.

Safe Deposit Boxes An individually secured container located in a secure area used by guests for the
safekeeping of valuables. Access to individual boxes is secured through two different
keys: one kept by the guest, the other by the hotel.

Safety Glass Glazing, with which people are likely to come into contact whilst moving in or about the
building, shall: •If broken on impact, break in a way which is unlikely to cause injury; or
•Resist impact without breaking; or •Be shielded or protected from impact

Safety Vacuum Release A Safety Vacuum Release Systems is a system or device capable of providing vacuum
System (SVRS) release at a suction outlet caused by a high vacuum occurrence due to a suction outlet
blockage. SVRS devices must allow for the vacuum release with or without the suction
outlet cover(s) in place, and shall operate in such a way as to not defeat or disengage
other layers of protection installed to protect against suction entrapment.

Secondary Safety Device Pools and whirlpools (spas pools) equipped with one or more additional safety features
designed to prevent entrapment such as a safety vacuum release system, a suction-
limiting vent system, a gravity drainage system, an automatic pump shut-off system,
drain disablement, or any other system equally effective at preventing or eliminating the
risk of injury or death from entrapment.

Single Stage fire alarm An alarm signaling method in which any alarm device activation will cause an alarm
signal to sound on all audible signal devices in the system.

Slip Resistant Adequate slip resistance to reduce the likelihood of a person slipping under expected
conditions of use and demonstrated by compliance with a recognized rating, test
method or coefficient. It includes the provision of slip resistant mats.

Smoke Control System Is a system that is used to limit the migration of smoke within a building due to a fire
and intended to provide a tenable environment for the evacuation or relocation of
occupants. It can include physical barriers that limit smoke from migrating outside the
fire zone, a combination of physical barriers and mechanical systems, or only mechanical
systems to control the spread of smoke.

Special Fire Hazard Means where a hotel is located in an area, country or region where there is for example,
but not limited to: • A poor level of organization, inadequate provision of equipment
and/or training evident in the National Fire Brigade • Initial attendance at a fire by the
local fire brigade of at least two tenders with a minimum of eight fire fighters takes
longer than 20 minutes • The hotel is located in a rural or remote area, for example a
mountainous area, island or beach resort or a bush or desert resort • The infrastructure
means that emergency water supplies are unreliable, poor roads and access to hotel
may be affected by weather or other conditions and there is poor support from other
emergency services • The structure of the hotel does not conform to modern building
regulations or the design and construction of the building does not provide an adequate
level of fire protection.

Special Needs Guests, visitors and colleagues with a physical or mental impairment that has a
‘substantial’ and ‘long-term’ negative effect on their ability to do normal daily activities.
Security Includes theft, fraud, terrorism, assault (including Sexual), robbery, staff dishonesty,
bribery, corruption, civil unrest, war, insurgency, kidnap for ransom, illegal detention,
extortion, cybercrime.

Service riser Service risers that are fire stopped at each level are regarded as service cupboards and
not service shafts.

Swimming Pool Includes a swimming bath, wading pool, a pool provided solely for use by children under
the age of 6 years or paddling pool and is a container filled with water to enable
swimming or other leisure activities.

Suitable Locations Specifically in relation to fire hydrants or other water supplies provided for firefighting, a
location agreed by the fire authority.

Structure Includes those building components and systems that are essential to the stability of the
building including compartmentalization between the following space: • Public areas
and guest rooms/guest corridors • Back of house areas and guest rooms/guest corridor
• Guest rooms and adjoining room • Plant rooms and all other areas • Service risers
shafts • Escape stair enclosures

Sub-Master Key A key assigned to line level personnel, such as House Keeping or Mini-Bar allowing
access to specific guest rooms on a floor.

Suction limiting vent A suction-limiting vent system has a “tamper resistant atmospheric opening”, which is a
system pipe vented to the atmosphere that connects to a suction pipe between the pool and
the pump. When an entrapment of vacuum occurs, air from the vent pipes replaces the
water in the suction pipe by breaking the vacuum.

Super High-rise A building height greater than 128m (420ft) - see Building Height definition

Take-away deliveries Food delivered from a restaurant or delivery service outside of the hotel to a guest.

Test Authority Test authorities include UL (Underwriters Laboratories) USA, American National
Standards Institute (ANSI), Vds (Verband der Sachvershicherer) Germany, BS (British
Standards), CEN (European Committee for Standardization) and 3C China Compulsory
Certification by the “Certification and Accreditation Administration of the PRC, or other
test authority recognized by IHG.

Two Stage fire alarm An alarm signaling method in which an alarm-initiating device may cause an alert signal
to sound for hotel staff before an evacuation process is begun allowing supervisory staff
to investigate the cause of the alarm. Activation of a second alarm-initiating device or a
failure to acknowledge the alarm within the investigation period must result in the
activation of the General Alarm. The delay period must be agreed with the AHJ but
should not exceed 6 minutes.

Travel Distance The actual distance to be travelled by a person from the guestroom door to the fire
protected stair, lobby or final exit.

Uniform Brand defined uniform

Unprotected Openings Includes spaces around pipes or wire chases, ducts or services.

Wish Want Walk rate grid Designed to provide a consistent, strategic approach for developing an informed rate
strategy, promote collaboration between regional and hotel sales to drive insight into
hotel rate strategy and achieve market appropriate year over year rate increases and
improve RevPAR.

Welcome Pack for organiser A folder containing useful information for the meeting organizer, e.g. business services,
internet access information etc.

Zone A group of lights controlled by the same switch or dimmer.