BRAND STANDARDS & PROPERTY ONBOARDING MANUAL YOUR GUIDE TO LAUNCHING AND OPERATING A TRAVELLER HOTEL
Welcome to Grace Hospitality Dear Partner, Congratulations, and welcome to the Grace Hospitality family. We are delighted to have you join us on this exciting journey as part of our growing network of hospitality brands. Your decision to partner with Grace Hospitality marks the beginning of a collaborative relationship built on trust, innovation, operational excellence, and a shared commitment to delivering exceptional guest experiences. At Grace Hospitality, we believe that every successful hotel is built upon strong partnerships. While every property has its own identity and local character, our role is to provide the systems, expertise, brand standards, and ongoing support that empower you to achieve long-term success. This Brand Standards & Property Onboarding Manual has been carefully developed to guide you through every stage of your onboarding journey, from brand alignment and digital integration to operational readiness and guest experience standards. It serves as a practical reference designed to ensure consistency, efficiency, and excellence across every Traveller property. As your hospitality partner, our commitment extends well beyond opening day. Our teams across operations, commercial strategy, revenue management, marketing, technology, and guest experience will continue working alongside you to help your property grow and succeed. We are excited to welcome you to the Grace family and look forward to building exceptional hospitality experiences together. Welcome aboard. Muhammad Ismail Khan Founder & CEO Grace Hospitality 01
About This Manual This Brand Standards & Property Onboarding Manual is a comprehensive guide for Traveller property owners and management teams. Its purpose is to ensure that every property joining the Grace Hospitality portfolio follows a consistent approach to branding, operations, guest experience, technology, and service delivery. Whether you are preparing for your property's launch or managing day-to-day operations, this manual provides the standards, processes, and best practices required to operate a Traveller hotel successfully. This manual is divided into eleven key sections covering: • Grace Hospitality and its philosophy • Traveller brand standards • Property onboarding • Operational procedures • Digital integrations • Brand collateral • Opening readiness Each chapter should be reviewed in sequence during onboarding and referenced regularly throughout hotel operations. 02
1Your Onboarding Journey
Welcome Brand introduction Property Assessment Brand Alignment Email & Domain Setup WebsiteBooking EngineOTA integration Staff Training Operational Readiness Opening Audit Hotel Launch 11 22 33 44 1010 1111 1212 55 667788 99 03
2Creating Exceptional Hospitality Experiences Across Pakistan. About Grace Hospitality
2.1 Who We Are Grace Hospitality is a leading hospitality management company dedicated to developing, operating, and elevating hotels across Pakistan. Built on a foundation of operational excellence, strategic partnerships, and guest-centric service, we specialise in transforming properties into successful hospitality destinations that deliver sustainable growth for owners and memorable experiences for guests. Our portfolio spans internationally recognised franchises and proprietary hospitality brands, allowing us to serve diverse market segments—from budget-conscious travellers to luxury leisure guests and long-term residents. Every property we manage is supported by standardised operating procedures, commercial expertise, innovative marketing strategies, and a commitment to delivering consistent brand experiences. At Grace Hospitality, we don't simply manage hotels—we build brands, optimise performance, and create long-term value for our partners. 2.2 Our Vision To become Pakistan's most trusted and respected hospitality management company by delivering exceptional guest experiences, empowering hotel owners through sustainable growth, and setting new benchmarks for service excellence across every market we operate in. 2.3 Our Mission Our mission is to develop, manage, and grow hospitality brands that combine operational excellence with innovative commercial strategies. We are committed to: • Delivering consistent guest experiences across every property. • Maximising long-term profitability for our partners. • Building strong, sustainable hospitality brands. • Investing in people, technology, and innovation. 04
2.4 Our Core Values Excellence We strive for the highest standards in hospitality, ensuring every guest interaction reflects professionalism, consistency, and quality. Integrity We build lasting relationships through transparency, accountability, and ethical business practices. Innovation We continually embrace technology, data-driven decision-making, and creative thinking to improve hotel performance and guest satisfaction. Partnership Our success is built on collaboration. We work alongside property owners as long-term partners, providing ongoing guidance, expertise, and operational support. Guest First Every decision begins with the guest experience. From reservation to check-out, we are committed to creating memorable stays that inspire loyalty. 2.5 Our Hospitality Portfolio Grace Hospitality proudly manages a diversified portfolio of hospitality brands designed to serve distinct traveller segments while maintaining consistent operational standards and service excellence. Traveller by Grace Hospitality Affordable, dependable hotels designed for modern travellers seeking comfort, convenience, and value. Grace Boutique Hotel A contemporary boutique hospitality experience offering personalised service, thoughtfully designed spaces, and elevated comfort. Grace Signature An upscale hospitality brand delivering refined luxury, premium amenities, and bespoke guest experiences. The House of Grace Premium serviced residences offering the comfort of home with the standards and service of a professionally managed hospitality brand. 05
2.6 Global Brand Partnerships Grace Hospitality is proud to collaborate with internationally recognised hospitality brands, enabling our properties to benefit from global reservation systems, internationally recognised operating standards, loyalty programs, and proven commercial strategies. Through our strategic partnerships, we provide owners with access to internationally established hospitality expertise while maintaining local operational excellence. In partnership with Wyndham Hotels & Resorts, Grace Hospitality operates under globally recognized standards, delivering internationally benchmarked hospitality across its managed portfolio. As a franchise partner of Best Western Premier, Grace Hospitality combines global brand strength with disciplined local execution to deliver upscale, performance-driven hospitality. 2.7 Our Growing Presence Operating Properties • Ramada by Wyndham Lahore Gulberg • Ramada Resort Gilgit • Traveller Lahore • Traveller Islamabad • Traveller Malam Jabba • Best Western Premier Hunza • Grace Boutique Hotel Islamabad Upcoming Developments • Best Western Premier Kalam • Best Western Premier Malam Jabba • Traveller Bahawalpur • Grace Boutique Hotel Hunza • Grace Boutique Hotel Rahim Yar Khan • Grace Signature Tower Islamabad • Grace Signature Residences Bahawalpur • The House of Grace Nathia Gali 06
2.8 Why Grace Hospitality When you partner with Grace Hospitality, you gain more than a hotel management company; you gain a strategic hospitality partner committed to your long-term success. Our integrated approach combines: • International hospitality expertise • Proven operational systems • Revenue optimization strategies • Sales and marketing support • Brand development • Digital distribution management • Technology integration • Ongoing operational guidance Together, these capabilities enable every property to deliver consistent guest experiences while maximizing commercial performance and sustainable growth. Ramada by Wyndham Lahore Gulberg Traveller Lahore Best Western Premier Kalam Best Western Premier Malam Jabba Ramada Resort Gilgit Best Western Premier Hunza Grace Boutique Hotel Islamabad Traveller Islamabad Traveller Bahawalpur Traveller Malam Jabba Grace Boutique Hotel Hunza Grace Boutique Hotel Rahim Yar Khan Grace Signature Tower Islamabad Grace Signature Residences Bahawalpur The House of Grace Nathia Gali Operating Properties Upcoming Developments 07
3A Strategic Partnership Built for Long-Term Success Why Partner with Grace Hospitality
At Grace Hospitality, we believe that successful hotels are built on more than attractive buildings and quality amenities. Sustainable success requires strategic leadership, operational discipline, innovative marketing, and an unwavering commitment to guest satisfaction. When you partner with Grace Hospitality, you gain access to a team of hospitality professionals dedicated to maximising your property's performance at every stage of its lifecycle. From pre-opening planning to daily operations and long-term commercial growth, we work alongside you as a trusted partner focused on delivering measurable results. Our comprehensive management approach is designed to simplify hotel ownership while maximizing operational efficiency, revenue, guest satisfaction, and long-term asset value. Our 360° Hospitality Management Solution 3.1 Brand Development & Positioning A successful hotel begins with a strong brand identity. Grace Hospitality develops and maintains brand standards that create consistency across every guest touchpoint. From visual identity and property positioning to guest experience and communication, we ensure every Traveller property reflects a unified brand promise. Services Include • Brand strategy • Positioning • Brand Standards • Guest Experience Framework • Visual Identity • Marketing Assets • Quality Assurance 09
3.2 Hotel Operations Operational excellence is the foundation of every successful hotel. Our operations team develops standardised procedures, monitors performance, and supports property teams to ensure consistency, efficiency, and service excellence across all departments. Services Include • Front Office Operations • Housekeeping Standards • Food & Beverage Operations • Engineering • Preventive Maintenance • Security • Health & Safety • Quality Audits 3.3 Revenue Management Revenue optimisation is driven by data, not guesswork. Through market analysis, dynamic pricing, forecasting, and demand management, our revenue specialists maximise occupancy while protecting profitability. Services Include • Pricing Strategy • Market Analysis • Forecasting • Occupancy Planning • Channel Performance • Rate Optimization • Revenue Reporting 10
3.4 Sales & Marketing We generate demand through strategic marketing and targeted sales initiatives designed to increase occupancy and strengthen brand awareness. Our integrated commercial strategy combines digital marketing, corporate sales, partnerships, public relations, and promotional campaigns to position every property for long-term success. Services Include • Digital Marketing • Performance Marketing • Corporate Sales • PR & Media Relations • Content Creation • Social Media • Campaign Management • Loyalty Marketing 3.5 Technology & Distribution Modern hospitality depends on seamless technology. Grace Hospitality connects your property to the systems that drive visibility, reservations, and operational efficiency. Services Include • Property Management Systems • Booking Engine • Channel Manager • OTA Integration • Google Business Profile • Website Management • Payment Solutions 11
3.6 Pre-Opening Support Opening a hotel requires careful planning and execution. Our pre-opening team coordinates every stage of the launch process, ensuring your property is fully prepared to deliver an exceptional guest experience from day one. Services Include • Opening Timeline • Recruitment Support • Staff Training • Procurement Guidance • Brand Compliance • Mock Operations • Launch Planning 3.7 Owner Support & Asset Management We understand that every hotel represents a significant investment. Our role is to protect and enhance the long-term value of your asset through transparent communication, strategic planning, and continuous performance monitoring. Services Include • Performance Reviews • Financial Reporting • CAPEX Planning • Business Reviews • Strategic Recommendations • Owner Meetings 12
3.8 Continuous Improvement Hospitality is constantly evolving. We regularly review guest feedback, market trends, operational performance, and emerging technologies to ensure every Traveller property continues to improve and remain competitive. Our commitment to continuous improvement ensures that our owners benefit from ongoing innovation, operational efficiencies, and evolving best practices. The Grace Advantage Why Owners Choose Grace Hospitality • Experienced Hospitality Leadership • Proven Operating Systems • International Brand Partnerships • Comprehensive Marketing Support • Revenue Optimisation • Technology-Driven Operations • Standardised Guest Experience • Dedicated Owner Support • Scalable Growth Strategies • Long-Term Partnership Approach A Partnership Beyond Management At Grace Hospitality, we believe our role extends beyond managing hotels. We become an extension of your team, working collaboratively to strengthen your brand, enhance guest satisfaction, and maximise the long-term performance of your investment. Together, we create hospitality experiences that inspire confidence, foster loyalty, and drive sustainable success. 13
4The experts supporting your property's journey. Your Sucess Team
One of the greatest advantages of partnering with Grace Hospitality is access to a multidisciplinary team of hospitality professionals dedicated to your property's success. From pre-opening planning and operational excellence to revenue optimisation, digital marketing, and ongoing commercial support, our specialists work collaboratively to ensure your hotel consistently delivers exceptional guest experiences and achieves sustainable business growth. As a property owner, you are never navigating the hospitality industry alone. Every stage of your journey is supported by experienced professionals committed to helping your property perform at its highest potential. 4.1 How We Support You 4.1.1 Executive Leadership Purpose Provides strategic direction, long-term business planning, investment guidance, and overall oversight of the Grace Hospitality portfolio. Key Responsibilities • Business Strategy • Franchise Development • Investment Planning • Brand Expansion • Corporate Governance • Strategic Partnerships 14
4.1.2 Hotel Operations Purpose Ensures every Traveller property operates efficiently while maintaining consistent service standards and guest satisfaction. Key Responsibilities: • Front Office Operations • Housekeeping Standards • Food & Beverage • Engineering • Preventive Maintenance • Guest Experience • Operational Audits 4.1.3 Commercial & Revenue Purpose Drives occupancy, market share, and profitability through strategic sales, pricing, and revenue optimisation. Key Responsibilities • Revenue Management • Corporate Sales • Pricing Strategy • Market Analysis • Occupancy Planning • Commercial Reporting 15
4.1.4 Marketing & Brand Management Purpose Strengthens brand awareness while generating demand through integrated marketing initiatives. Key Responsibilities: • Brand Standards • Digital Marketing • Performance Marketing • Social Media • Public Relations • Photography • Campaign Development • Content Strategy 4.1.5 Finance & Administration Purpose Provides financial oversight, compliance, budgeting, reporting, and operational controls. Key Responsibilities • Financial Reporting • Budget Management • Procurement • Internal Controls • Compliance • Payroll Coordination 4.1.6 Human Resources Purpose Supports recruitment, onboarding, employee engagement, training, and performance development. Key Responsibilities • Recruitment • Staff Training • Performance Management • Employee Relations • Learning & Development 16
4.1.7 Technology & Digital Systems Purpose Ensures every property is connected through modern hospitality technology. Key Responsibilities • PMS • Booking Engine • Channel Manager • OTA Connectivity • Website • Email • Google Business • Technical Support 4.2 Meet The Leadership • CEO • COO Operations • COO Developments • Finance • Marketing & Branding • PR • HR • Training & Organizational Development (OD) • IT • Room Division • F&B • Procurement • Security • Housekeeping • Engineering 17
Our Commitment to You Every Step. Every Stage. Whether you are preparing to launch your first hotel or managing an established property, our team remains committed to supporting your success. Through collaboration, transparent communication, and continuous operational guidance, we work alongside you to overcome challenges, identify opportunities, and deliver exceptional hospitality experiences. Your success is our success. 18
5Travel, Simlified. Introducing Traveller
Traveller by Grace Hospitality is a contemporary budget hotel brand created to meet the growing demand for clean, comfortable, and affordable accommodation across Pakistan. Designed for today's price-conscious travellers, Traveller focuses on delivering the essentials that matter most, comfortable rooms, consistent service, modern conveniences, and genuine hospitality—all at an accessible price point. Traveller is built on the belief that quality hospitality should not be defined by luxury, but by consistency, reliability, and the ability to meet guests' everyday travel needs. Every property operating under the Traveller brand is expected to deliver a standardized experience that reflects these principles while maintaining operational efficiency and commercial sustainability. As a Traveller property owner, you become part of a brand committed to providing dependable hospitality and creating long-term value for both guests and partners. 5.1 Our Brand Story The hospitality landscape is evolving. Today's travellers are increasingly seeking accommodations that are affordable, dependable, and convenient without paying for unnecessary luxuries. Recognizing this shift, Grace Hospitality introduced Traveller to address the growing demand for standardized budget accommodation across Pakistan. The brand was developed to provide property owners with a scalable operating model while offering guests a reliable experience regardless of location. Traveller combines efficient operations, standardized service, and thoughtful design to create hotels that are easy to operate, easy to market, and trusted by guests. Our objective is simple: to make travel accessible by delivering consistent hospitality at an affordable price. 5.2 Our Vision To become Pakistan's most trusted budget hotel brand by providing consistent, affordable, and comfortable hospitality experiences that travellers can rely on. 5.3 Our Mission To simplify travel by delivering clean, comfortable, and affordable accommodation supported by standardized operations, authentic hospitality, and innovative technology, while creating sustainable value for our property owners. 5.4 Our Brand Promise Travel, Simplified. • Our promise extends beyond a tagline, it defines every aspect of the Traveller experience. • Every Traveller property is committed to making travel easier by providing: • Simple and convenient booking experiences. • Clean, comfortable, and functional guest rooms. • Friendly and efficient service. • Reliable amenities that meet everyday travel needs. • Transparent pricing with exceptional value. • Consistent quality across every location. Every operational decision, service standard, and guest interaction should reinforce this promise. 19
5.5 Our Target Guests Traveller is designed for travellers who prioritize value, comfort, and reliability over luxury. Business Travellers Professionals seeking affordable accommodation with reliable Wi-Fi, comfortable rooms, and efficient service. Domestic Travellers Individuals and families exploring Pakistan who value quality accommodation at reasonable prices. Road Travellers Guests looking for a convenient, comfortable overnight stay during long-distance journeys. Families Families seeking safe, clean, and budget-friendly accommodation without compromising on comfort. Students & Young Professionals Price-conscious travellers looking for dependable hospitality and modern amenities. Group Travellers Corporate groups, educational institutions, tour operators, and event participants requiring standardised accommodation. 5.6 Brand Positioning Traveller is positioned within the budget hospitality segment, offering dependable accommodation that combines affordability with operational consistency. Our focus is not on luxury amenities, but on delivering the essential elements that matter most to our guests. We Are Our strength lies in delivering exceptional value through consistency, cleanliness, and dependable service. Clean Comfortable Reliable Efficient Welcoming Accessible Consistent Affordable We Are Not Full-Service Resorts Boutique Lifestyle Hotels Premium Serviced Apartment Luxury Hotels 20
5.7 Brand Personality The Traveller brand is defined by a personality that shapes every guest interaction and operational decision. Welcoming Every guest is greeted with warmth, professionalism, and genuine hospitality. Reliable Guests can expect the same quality of service and accommodation at every Traveller property. Practical We focus on delivering the services and amenities that guests truly need. Efficient Our operations are designed to provide fast, seamless, and hassle-free experiences. Honest Transparent pricing, clear communication, and integrity define our relationship with every guest. Dependable We consistently deliver on our promises, building trust through reliable hospitality. 5.8 Our Brand Pillars Every Traveller property is built upon five core pillars that define the guest experience and operational philosophy. Cleanliness First Maintaining exceptional standards of cleanliness across all guest rooms and public spaces. Comfortable Stays Providing functional, well-maintained accommodations designed to ensure a restful experience. Genuine Hospitality Delivering friendly, respectful, and attentive service that makes every guest feel welcome. Smart Simplicity Creating easy, efficient, and intuitive experiences for guests throughout their journey. Exceptional Value Providing quality accommodation and reliable service at an affordable price. 21
5.9 The Traveller Guest Experience Every stage of the guest journey should consistently reflect the Traveller brand promise. 5.10 Our Brand Standards Every Traveller property is expected to deliver consistently: • A clean, safe, and welcoming environment. • Standardised service across all departments. • Consistent visual branding and communication. • Well-maintained facilities and guest rooms. • Professional staff presentation. • Reliable operational procedures. • High levels of guest satisfaction. • Compliance with Grace Hospitality's brand and operational standards. Consistency across every property is essential to strengthen brand recognition, build guest trust, and ensure long-term success. Before Arrival Easy online booking. Clear property information. Transparent pricing. Prompt reservation confirmation. Arrival Warm welcome. Efficient check-in process. Clean and inviting reception area. Professional staff assistance. Departure Fast and accurate check-out. Professional farewell. Encouragement to return. Opportunity to provide guest feedback. During the Stay Comfortable and well-maintained rooms. Consistent housekeeping standards. Reliable Wi-Fi and essential amenities. Responsive guest support. 22
5.11 Our Commitment to Property Owners Partnering with Traveller means becoming part of a hospitality network built on collaboration, operational excellence, and continuous support. As a Traveller property owner, you will benefit from: • A recognised and professionally managed hospitality brand. • Comprehensive operational guidance and standardised procedures. • Sales, marketing, and revenue management support. • Technology and distribution systems. • Ongoing quality assurance and brand audits. • Dedicated support from Grace Hospitality's multidisciplinary team. • Continuous innovation and improvement initiatives. Together, we are committed to delivering affordable hospitality experiences that guests trust, employees are proud to deliver, and owners are confident to invest in. 5.12 The Traveller Promise Comfortable Stays Cleanliness First Genuine Hospitality Smart Simplicity Exceptional Value Travel, Simplified. 23
6Delivering a Consistent Guest Experience Across Every Property Traveller Brand Standards
The success of Traveller depends on consistency. Regardless of location, every Traveller property should deliver the same level of cleanliness, service, comfort, and professionalism. While each hotel may differ in size, architecture, or destination, the guest experience should remain unmistakably Traveller. The Brand Standards outlined in this section establish the minimum requirements that every property must meet before opening and continue to maintain throughout its operation. These standards are designed to: • Protect the Traveller brand. • Create a consistent guest experience. • Support operational efficiency. • Maintain quality across the network. • Maximise guest satisfaction and owner success. Compliance with these standards is mandatory for all Traveller properties. 6.1 Brand Standards Framework Every Traveller property is evaluated across six core operational pillars. These pillars work together to ensure every Traveller hotel delivers the same trusted experience. Pillar Property Standards Safe, clean and well-maintained facilities Consistent and friendly service Standardized procedures Standardized procedures Accurate online representation Continuous compliance and improvement Guest Experience Brand Identity Operational Excellence Digital Presence Quality Assurance Objective 24
6.2 Front Office SOPs Guests' First Impression The Front Office is where guests form their first and last impressions of every Traveller property. Having clear Standard Operating Procedures (SOPs) for these interactions can make or break the guest experience. Every Traveller hotel is expected to deliver a warm, efficient, and professional welcome that reflects the brand's commitment to simple, reliable, and guest-focused hospitality. Guest Check-in Procedures. A well-designed Traveller check-in SOP typically includes these essential steps: • Greeting and Verification: Staff greet guests warmly, verify identification, and confirm reservation details in the system. • Room Assignment: Select appropriate rooms based on guest preferences and availability, ensuring special requests are accommodated whenever possible. • Payment Processing: Handle payments securely, explain charges clearly, and provide receipts. • Information Sharing: Provide room keys, explain hotel amenities, Wi-Fi access, breakfast timings, and emergency procedures. • Final Touches: Offer assistance with luggage and, where applicable, provide directions to the guest room. The standard Traveller check-in process should take approximately 3 minutes to complete. However, depending on reservation complexity and guest requirements, the overall check-in experience may range between 5–9 minutes, ensuring efficiency while maintaining warmth, professionalism, and personalized service. Guest Check-out Procedures Traveller check-out SOPs focus on speed, accuracy, and leaving a positive final impression on the guest. • Account Review: Quickly review the guest's account for any additional charges. • Payment Settlement: Process any outstanding payments and provide detailed receipts. • Feedback Collection: Ask about the guest's stay and record any compliments, suggestions, or complaints. • Key Collection: Collect room keys and deactivate electronic key cards in the system. • Follow-up Services: Offer assistance with transportation, luggage storage, or any other requirements where needed for the departure. Every checkout interaction should conclude with a sincere thank you and an invitation for the guest to stay with Traveller again, reinforcing the brand's commitment to delivering a welcoming and memorable hospitality experience. 25
6.3 Housekeeping SOPs Maintaining Traveller's Cleanliness Standards Housekeeping is one of the most important operational functions in every Traveller property. Maintaining clean, comfortable, and well-maintained guest rooms directly impacts guest satisfaction, online reviews, repeat business, and overall profitability. Efficient housekeeping operations also enable faster room turnovers while ensuring that every guest experiences the consistent quality expected from the Traveller brand. Room Cleaning Procedures A comprehensive Traveller SOP for room cleaning ensures every guest room meets the same high standards before occupancy. • Preparation Phase: Gather all required cleaning supplies, verify the room status, and knock before entering the room in accordance with guest privacy procedures. • Bathroom Cleaning: Begin with the bathroom, cleaning from top to bottom, including mirrors, fixtures, toilets, showers, sinks, and floors. • Bedroom Cleaning: Strip and remake beds using fresh linens, dust all furniture and surfaces, vacuum carpets or mop floors, and ensure the room is presented according to Traveller standards. • Final Inspection: Verify that all guest amenities have been replenished, lighting and electrical appliances are functioning correctly, and the room meets Traveller's quality and presentation standards. • Documentation: Update the room status within the Property Management System (PMS) and immediately report any maintenance or safety concerns to the appropriate department. As a guideline, standard guest rooms should typically be serviced within 20–35 minutes, depending on room size and occupancy. Budget hotel operations may target 18–20 rooms per housekeeper per day, balancing operational efficiency with Traveller's commitment to cleanliness and guest comfort. Public Area Maintenance Public areas are often the first spaces guests encounter and play an important role in shaping their perception of the Traveller brand. These areas should remain clean, safe, and welcoming throughout the day. Routine public area maintenance should include: • Lobby Maintenance: Regular cleaning of floors, furniture, reception counters, and high-touch surfaces throughout the day. • Restroom upkeep: Frequent cleaning, sanitization, and replenishment of guest supplies. • Corridors & Stairwells: Daily vacuuming or mopping, ensuring walkways remain clean, clutter-free, and well-lit. • Exterior Areas: Routine cleaning of entrances, pathways, parking areas, and other external guest-facing spaces. Maintaining public areas to a consistently high standard reinforces Traveller's commitment to providing a clean and welcoming environment for every guest. 26
Routine Maintenance Procedures Preventive maintenance is essential to maintaining operational efficiency and minimizing disruptions to the guest experience. Every Traveller property should implement scheduled maintenance procedures to identify and address issues before they affect operations. Routine maintenance should include: • Daily Checks: Inspect elevators, HVAC systems, lighting, and equipment in guest and common areas. • Weekly Tasks: Test emergency lighting, inspect plumbing fixtures, and verify the functionality of guest room appliances and equipment. • Monthly Procedures: Service air conditioning units, inspect fire safety equipment, and maintain exterior lighting, including parking areas. • Seasonal Maintenance: Prepare heating and cooling systems for seasonal changes and inspect roofing, drainage systems, and external building structures. Preventive maintenance of the property contributes to guest safety, reduces equipment downtime, and protects the long-term value. Emergency Maintenance Response Despite regular preventive maintenance, unexpected issues may arise. Every Traveller property should have clearly defined emergency maintenance procedures to minimise disruption and ensure guest safety. Emergency response procedures should include: • Immediate Assessment: Evaluate the urgency of the issue and determine any potential safety risks to guests or employees. • Guest Communication: Inform affected guests promptly, provide regular updates, and arrange alternative accommodation or room changes where necessary. • Repair Coordination: Contact the appropriate maintenance personnel or approved service providers to resolve the issue quickly. • Follow-up Procedures: Confirm that repairs have been completed satisfactorily, document the incident, and implement corrective measures to prevent recurrence. Prompt and professional handling of maintenance issues demonstrates Traveller's commitment to delivering reliable hospitality and protecting the comfort and safety of every guest. 27
6.4 Food & Beverage Service SOPs Although Traveller properties primarily operate as budget hotels with limited Food & Beverage services, maintaining high standards of food quality, hygiene, and guest service remains essential to delivering a consistent hospitality experience. Depending on the property's size, location, and market demand, Food & Beverage operations may include breakfast service, room service (where applicable), vending facilities, or other approved dining options. Every Traveller property is expected to comply with Grace Hospitality's operational, hygiene, and food safety standards to ensure a safe and enjoyable dining experience for every guest. Breakfast Service Procedures Breakfast is one of the most important guest touchpoints and should be delivered efficiently while maintaining Traveller's quality standards. Traveller properties generally offer pre-set breakfast menus at an additional charge. Depending on the property's market positioning, a buffet breakfast may also be offered either on an additional charge or as a complimentary service. Breakfast service procedures should include: • Setup Procedures: Prepare food stations, verify equipment temperatures, arrange serving utensils, and ensure the dining area is ready before service. • Food Safety Protocols: Monitor food temperatures, replenish food regularly, and maintain hygienic serving areas. • Guest Interaction: Welcome guests, explain menu offerings, and accommodate dietary requirements where possible. • Cleanup Procedures: Clean and sanitize all food preparation equipment, serving stations, utensils, and dining areas immediately after service. Kitchen Staff Personal Hygiene Standards Maintaining high standards of personal hygiene is essential to food safety and guest wellbeing. Kitchen staff are expected to: 1. Arrive at work with clean hair, brushed teeth, and maintain personal cleanliness at all times. 2. Maintain short, clean fingernails free from nail polish. 3. Refrain from wearing artificial nails within food production areas. 28
Smoking, Eating & Drinking Procedures To prevent food contamination, kitchen staff shall observe the following requirements: 1. Smoking is permitted only in designated smoking areas. 2. Smoking or chewing tobacco is strictly prohibited inside food preparation areas. 3. Meals and beverages may only be consumed in designated staff areas. 4. Closed beverage containers must be used when drinking water inside food production areas. 5. Chewing gum or eating candy during food preparation is prohibited. Hand Hygiene Procedures Proper hand hygiene is one of the most effective methods of preventing food contamination. Kitchen staff should wash their hands thoroughly with soap and warm water for 20–30 seconds, ensuring hands, fingernails, wrists, and forearms are cleaned. Hand washing is mandatory: 1. Before starting work. 2. Before handling food or equipment. 3. During food preparation whenever contamination may occur. 4. After using the restroom. 5. After touching the face, hair, or body. 6. After coughing or sneezing. 7. After cleaning duties. 8. Before and after wearing gloves. 9. After smoking, eating, or drinking. 10. After handling waste or cleaning chemicals. Hands should only be washed in designated handwashing sinks and dried using disposable towels or approved hand dryers. Kitchen Uniform & Grooming Standards Kitchen staff should maintain a professional appearance at all times. Uniform requirements include: 1. Clean uniforms with sleeves. 2. Closed-toe, non-slip safety footwear. 3. Aprons where required. 4. Hair nets or caps covering all hair. 5. Beard nets where applicable. 6. Jewellery should not be worn in food preparation areas except for a plain wedding band where permitted. 29
Kitchen Pest Control Procedures Maintaining a pest-free kitchen is essential to ensuring food safety and hygiene standards at every Traveller property. Always make sure to use reputable suppliers for all raw material deliveries. 1. Keep all exterior openings closed tightly. 2. Check doors for proper fit as part of the regular cleaning schedule. 3. Report any signs of pests to the Manager or to the pest control company. 4. Make sure to dispose of garbage as per the standard and correctly onto the designated areas. 5. Keep garbage containers clean, in good condition, and tightly covered in all areas. This applies to both indoor and outdoor areas. 6. Always clean up any spills around garbage containers immediately. 7. Wash the containers thoroughly, rinse them, and sanitize them regularly. 8. Place food and supplies after delivery as quickly as possible into the appropriate storage area. 9. Keep all food and supplies at least 100 to 150 cm off the floor and a minimum of 50 cm away from walls. 10. Always remember to refrigerate foods such as powdered milk, cocoa, and nuts after opening, as these foods attract insects. Most insects become inactive at temperatures below 5°C. Kitchen Equipment Maintenance Standard Procedures Proper maintenance of kitchen equipment helps ensure food safety and operational efficiency. 1. Ensure that all handwashing sink areas are supplied with soap and disposable towels or air dryers at all times. 2. Take temperatures routinely of water used in the kitchen to ensure that hot (minimum 45°C) and cold (20°C) running water is available at all sinks. 3. Review temperature logs to ensure that they are being completed and to identify any problem areas. Kitchen Equipment Cleaning & Sanitizing All kitchen equipment should be properly cleaned and sanitized after every use to ensure the safety of food served to guests. 1. All equipment used in the kitchen area should be washed, rinsed, and sanitized after each use. 2. Wash, rinse, and sanitize all stationary food-contact surfaces. 3. Allow all parts of the equipment to air dry before reuse. 30
Basic Cooking Methods Standard Procedures A. Moist Heat Cooking Method A method in which heat is conducted to the food product through water or steam. Examples include: 1. Boiling 2. Blanching 3. Steaming 4. Parboiling 5. Stewing 6. Braising 7. To boil means to cook in a liquid that is bubbling rapidly. The water temperature is about 212°F (100°C). 8. To simmer means to cook in a liquid that is bubbling very gently. The temperature is about 185°–205°F (85–96°C). 9. To poach means to cook in a liquid, usually a small amount, that is hot but not actually bubbling. The temperature is about 160–180°F (71–82°C). 10. To blanch means to cook an item partially and very briefly, usually in water. 11. To steam means to cook by direct contact with steam. 12. Stew means simmering food in a small amount of liquid and is usually served with the food. 13. Parboil means to cook foods partially in a boiling or simmering liquid. 14. Braise means to cook foods that are covered in a small amount of liquid and usually done after preliminary browning (although occasionally without browning as well). 15. Sweet means to cook slowly in fat, browning occasionally under a cover. 16. Reduce means to cook by simmering or boiling until the liquid quantity is decreased. 17. Deglaze is to swirl a liquid in a sauté pan, roast pan, or another pan. B. Dry Heat Cooking Method Dry heat methods are those in which heat is conducted without moisture. Examples include: 1. Baking 2. Barbeque 3. Broil 4. Deep Fry 5. Glaze 6. Baking means cooking foods by exposing them to hot, dry air. It is similar to roasting but usually applies to bread, pastries, vegetables, and fish. 7. Barbeque means cooking on a grill or over hot coal, or in an enclosed container. It is often done with a seasoned marinade or basting sauce. 8. Broil means cooking with radiation from above. 9. Deep Fry means foods are submerged in hot fat. 10. Fry means foods are cooked in hot fat. 11. Glaze means giving an additional layer on the surface of food by applying a sauce, aspic, sugar, or icing, or by browning or melting under a broiler, salamander, or oven. 12. Griddle means to cook on a flat, solid cooking surface called a griddle. 13. Grill means to cook on an oven grid over a heat source. 31
14. Pan-broil means to cook uncovered foods on a skillet or sauté pan without fat. 15. Pan Frying means to cook a moderate amount of fat in an uncovered pan. 16. En Papillote means foods are wrapped in paper or foil for cooking so they can be baked or steamed in their own moisture. 17. Sauté means to cook quickly with a small amount of fat. 18. Sear means to brown the surface of food quickly at a high temperature. Vending Machine Management (Where Applicable) Vending machines provide additional revenue while serving guest needs. Management procedures include: 1. Regular Restocking: Monitor inventory levels and restock popular items. 2. Cleanliness Maintenance: Clean machine exteriors and surrounding areas regularly. 3. Technical Maintenance: Report malfunctions promptly and coordinate repairs. 4. Revenue Tracking: Monitor sales and adjust product mix based on guest preferences. 6.5 Financial & Accounting Procedures Maintaining Financial Integrity Accurate financial management is essential to the successful operation of every Traveller property. Proper financial and accounting procedures protect profitability, ensure transparency, minimize financial risks, and support compliance with company policies and applicable regulations. Every Traveller property is expected to maintain accurate financial records, safeguard hotel assets, and follow standardized procedures for billing, payment processing, cash handling, and financial reporting. Billing and payment procedures should include: • Rate Accuracy: Verify that room rates, promotional offers, and negotiated corporate rates are correctly applied in the Property Management System (PMS). • Charge Verification: Confirm that all room charges, food and beverage charges, laundry, transportation, and any additional services are legitimate, properly authorized, and accurately posted to the guest account. • Payment Processing: Process cash, credit card, debit card, bank transfer, and other approved payment methods securely in accordance with company procedures. • Invoice & Receipt Management: Issue accurate invoices and receipts for every transaction and ensure all supporting documentation is properly maintained. • Guest Account Reconciliation: Review guest folios before check-out to ensure billing accuracy and resolve any discrepancies promptly. Accurate billing procedures help minimize disputes, improve guest satisfaction, and protect hotel revenue. 32
Cash Handling Procedures Proper cash management is critical to safeguarding hotel funds and maintaining financial accountability. Cash handling procedures should include: • Shift Accountability: Count and verify cash floats at the beginning and end of every shift. • Cash Transactions: Record all cash transactions accurately and issue receipts for every payment received. • Deposit Procedures: Prepare and reconcile daily cash deposits in accordance with approved financial procedures. • Cash Security: Store cash securely in designated cash drawers or safes, with access limited to authorized personnel only. • Discrepancy Reporting: Immediately document and report any cash shortages, overages, or irregularities to management for investigation. Strict adherence to cash handling procedures reduces financial risk and ensures operational transparency. Financial Record Keeping Accurate record keeping supports effective financial reporting, auditing, and regulatory compliance. Traveller properties should maintain complete and organized records of: • Guest invoices and receipts. • Cash and bank transactions. • Revenue reports. • Expense records. • Vendor invoices and payments. • Daily cashier reports. • Financial reconciliations. All financial records should be maintained in accordance with Grace Hospitality's accounting policies and applicable legal requirements. Revenue Reconciliation Daily financial reconciliation ensures that all revenue generated by the property is accurately recorded. Revenue reconciliation procedures should include: • Verifying daily room revenue. • Reconciling Food & Beverage sales. • Reviewing OTA and booking engine transactions. • Matching payment gateway settlements. • Reconciling cash, card, and digital payments. • Investigating and resolving discrepancies before the close of business. Daily reconciliation helps maintain accurate financial reporting and supports effective revenue management. 33
Financial Controls Traveller properties should implement appropriate internal controls to safeguard company assets and reduce the risk of fraud. Financial control measures include: • Segregation of financial duties where practical. • Approval procedures for refunds, discounts, and adjustments. • Controlled access to financial systems and cash handling areas. • Regular audits of cash, inventory, and financial records. • Compliance with approved purchasing and payment authorization procedures. Strong financial controls help maintain accountability and protect the financial interests of both the property owner and Grace Hospitality. Financial Reporting Every Traveller property is expected to prepare and submit financial reports in accordance with Grace Hospitality's reporting requirements. Financial reporting should include: • Daily Revenue Reports. • Daily Cash Reports. • Occupancy and ADR Reports. • Monthly Profit & Loss Statements. • Outstanding Receivables Reports. • Expense Reports. • Bank Reconciliation Statements. Timely and accurate reporting enables effective decision-making and supports the long-term financial performance of the property. Quality Assurance To maintain consistency across all Traveller properties, financial operations should be reviewed regularly to ensure compliance with Traveller standards. Quality assurance should include: • Billing accuracy audits. • Cash handling compliance reviews. • Financial record inspections. • Revenue reconciliation verification. • Internal financial control assessments. • Compliance with statutory, taxation, and company reporting requirements. 34
Maintaining strong financial and accounting procedures ensures operational transparency, protects hotel profitability, and supports Traveller's commitment to professional, accountable, and sustainable hotel management. 6.6 Health, Safety & Security Protocols Maintaining a Safe & Secure Environment The safety and wellbeing of guests, employees, contractors, and visitors is a top priority at every Traveller property. Maintaining a safe and secure environment requires consistent adherence to health, safety, and security procedures that protect people, property, and business operations. Every Traveller property must establish and maintain emergency preparedness plans, implement effective security measures, and ensure all employees are trained to respond appropriately to incidents and emergencies. Emergency Evacuation Procedures Clear and well-practised emergency procedures are essential for protecting guests and staff during emergencies such as fire, natural disasters, medical incidents, or other unforeseen situations. Emergency evacuation procedures should include: • Alert Procedures: Activate fire alarms immediately and notify the appropriate emergency services without delay. • Guest Notification: Use established communication methods to inform all guests calmly and provide clear evacuation instructions. • Evacuation Routes: Guide guests and employees to designated assembly points using clearly marked emergency exits and evacuation routes. • Staff Responsibilities: Assign specific emergency response roles to designated employees, including evacuation coordinators, floor wardens, and first aid personnel where applicable. • Accountability Measures: Implement procedures to account for all guests, visitors, contractors, and employees once they have reached the designated assembly area. Emergency exits, fire extinguishers, emergency lighting, evacuation maps, and first aid equipment should remain accessible, clearly identified, and regularly inspected. 35
Daily Security Protocols Maintaining a secure environment helps protect guests, employees, hotel assets, and company property while promoting a safe and comfortable guest experience. Daily security procedures should include: • Access Control: Monitor all entry and exit points to ensure that only authorized individuals have access to restricted areas of the property. • Key Card Management: Issue guest and staff key cards in accordance with hotel procedures and immediately deactivate any lost, stolen, or unauthorized access cards. • Incident Reporting: Document and report all suspicious activities, security concerns, thefts, accidents, property damage, or unusual incidents promptly to management. • Night Audit Procedures: Implement additional security measures during overnight hours, including regular patrols, restricted access monitoring, verification of entrances and exits, and coordination between the night auditor and security personnel. Security systems, CCTV cameras, emergency communication equipment, and access control systems should be inspected regularly to ensure they remain fully operational. Health & Safety Compliance Every Traveller property is responsible for maintaining a healthy and safe working environment for both guests and employees. Health and safety practices should include: • Maintaining clean and hazard-free public and back-of-house areas. • Ensuring fire safety equipment is regularly inspected and maintained. • Proper storage and handling of chemicals and hazardous materials. • Safe lifting techniques and manual handling practices. • Immediate reporting of accidents, injuries, hazards, and near-miss incidents. • Compliance with all applicable local health, safety, and fire regulations. Management should conduct routine inspections to identify potential risks and implement corrective actions where necessary. 36
Quality Assurance To maintain consistency across all Traveller properties, Health, Safety, and Security procedures should be reviewed regularly to ensure compliance with Traveller standards. Quality assurance should include: • Emergency evacuation drills. • Fire safety inspections. • Security audits. • CCTV and access control system checks. • Incident report reviews. • Health and safety inspections. • Staff compliance assessments. • Periodic review and updating of emergency response procedures. Maintaining these standards ensures that every Traveller property provides a safe, secure, and well-prepared environment for guests, employees, and visitors while supporting Grace Hospitality's commitment to operational excellence. 6.7 Staff Training & SOP Compliance Well-defined Standard Operating Procedures (SOPs) are only effective when employees understand and consistently follow them. Every Traveller property should implement structured training programmes to ensure operational consistency, service excellence, and compliance with brand standards. Staff Training Training programmes should include: • New Employee Orientation: Introduction to the Traveller brand, company policies, and departmental SOPs. • Hands-on Training: Practical instruction under the supervision of experienced team members. • Refresher Training: Regular sessions to reinforce procedures, service standards, and safety protocols. • Performance Monitoring: Continuous observation, coaching, and feedback to ensure compliance with SOPs. SOP Accessibility To support daily operations, SOPs should be easily accessible to all employees through: • Departmental SOP manuals. • Quick-reference SOP cards. • Digital SOPs and operational checklists where available. Role-playing exercises and practical scenarios are encouraged to help employees confidently apply procedures in real operational situations. 37
6.8 SOP Monitoring & Continuous Improvement Standard Operating Procedures should be reviewed regularly to ensure they remain effective, relevant, and aligned with Traveller's operational standards. Continuous monitoring helps identify opportunities for improvement while maintaining consistency across all properties. Management should: • Conduct regular reviews of departmental SOPs. • Monitor compliance through routine inspections and operational audits. • Collect and evaluate guest feedback to identify service gaps. • Encourage staff to provide suggestions for improving operational procedures. • Update SOPs whenever operational requirements, regulations, or brand standards change. • Utilize digital SOPs, operational software, and electronic checklists where available to improve accessibility, accuracy, and task completion. Regular review and continuous improvement ensure that SOPs remain practical, effective, and responsive to the evolving needs of the business. 38
7From Partnership to Opening Day Property Onboarding Journey
Welcome to the Traveller network. This section outlines the complete onboarding journey for every new Traveller property. It provides a structured roadmap that guides property owners from the signing of the management or franchise agreement through to the successful launch of their hotel. The onboarding process is designed to ensure every Traveller property is fully aligned with Grace Hospitality's operational standards, brand identity, technology systems, and guest experience before welcoming its first guest. Each phase has clearly defined responsibilities for both Grace Hospitality and the Property Owner, ensuring a smooth and collaborative transition. 39
7.1 The Onboarding Journey Onboarding Stages Each stage builds upon the previous one, ensuring that every Traveller property opens with the operational excellence, brand consistency, and guest experience expected across the Grace Hospitality network. Stage Overview Agreement Signed Property Assessment Brand Alignment Implementation of Traveller brand standards, including signage, design elements, guest experience guidelines, & operational requirements. Evaluation of the property's infrastructure, facilities, market potential, and operational readiness to determine compliance with Traveller brand standards. Formal execution of the Management or Franchise Agreement, establishing the partnership between Grace Hospitality and the Property Owner. Technical Setup Configuration of essential business systems, including email and domain setup, website integration, booking engine, Property Management System (PMS), Google Business Profile, and OTA connectivity. Property Preparation Completion of physical improvements, installation of brand assets, procurement of operational supplies, and preparation of guest rooms and public areas for opening. Staff Training Comprehensive training covering Traveller brand standards, departmental SOPs, guest service expectations, safety procedures, and operational systems. Pre-Opening Audit A final inspection conducted by Grace Hospitality to verify compliance with brand standards, operational readiness, safety requirements, and overall launch preparedness. Hotel Launch Official opening of the property under the Traveller brand, supported by coordinated marketing, sales, operational guidance, and ongoing performance monitoring. Agreement Signed Property Assessment Brand Alignment Technical Setup Property Preparation Staff Training Pre-Opening Audit Hotel Launch 40
7.2 Technical Setup A standardized technical setup ensures that every Traveller property operates using Grace Hospitality's approved digital infrastructure. To maintain consistency, security, and centralized management across the portfolio, all digital assets should be established using the property's official Grace Hospitality email addresses. The technical setup process begins with creating official business email accounts, followed by the property's digital platforms and online presence configuration. Implementation Timeline & Fees To list your property on the Grace Hospitality website and enable direct booking functionality, a one-time onboarding fee of PKR 10,000 is applicable. This fee covers the initial setup and integration of your property's digital assets within the Grace Hospitality ecosystem. Following the successful onboarding, a monthly maintenance fee of PKR 8,000 will be charged to keep the property listing active, maintain the website and booking engine, implement routine content updates, and provide ongoing technical support. The implementation process will commence once all required information, approvals, and supporting materials have been received from the Property Owner. The standard implementation timeline is 10–14 working days, subject to the timely submission of all required documentation and content. 7.2.1 Official Email Account Setup The creation of official email accounts is the first step in the technical onboarding process. These accounts will serve as the primary communication channels for the property and will be used to create and manage all digital platforms, including the website, booking engine, Google Business Profile, social media accounts, and other online services. To maintain consistency across all Grace Hospitality properties, email addresses will follow the approved naming convention: brand.locationcity@gracehospitality.pk Examples include: • traveller.canttlhr@gracehospitality.pk • traveller.e11lisb@gracehospitality.pk Additional departmental email accounts may be created where operationally required. 41
Email Management The creation and administration of these accounts will remain centralized under Grace Hospitality to ensure: • Brand consistency across all properties. • Secure access management. • Business continuity. • Standardized communication. The annual Microsoft 365 license fee for each email account is USD 75, converted into PKR at the prevailing exchange rate and invoiced annually to the Property Owner. Once the email accounts are created, they will be used by Grace Hospitality's Marketing Team to configure all required digital assets. Following completion of the initial setup, administrative access will be shared with the designated property representative. Information Required from the Property Owner Before the email accounts can be created, the Property Owner should provide: • Official property name. • Property location. • Hotel Manager's full name. • Property Owner's or Authorized Representative's full name. • Primary contact number(s). • Preferred billing information for annual licensing. 7.2.2 Google Business Profile Setup & Verification A verified Google Business Profile (GBP) is essential for improving local search visibility, increasing guest trust, and enabling customers to find accurate information about your property on Google Search and Google Maps. As part of the onboarding process, Grace Hospitality can assist with the creation, optimization, and verification of your Google Business Profile where required. Once the setup is complete, ownership and day-to-day management will be handed over to the Property Owner or the designated representative. 42
Google Business Profile Setup The profile should be created using the property's official Grace Hospitality email address and should accurately reflect the approved brand identity. The setup process includes: 1. Create or sign in to the Google Business Profile using the official hotel email address. 2. Add the property name exactly as per the approved Traveller brand guidelines. 3. Enter the complete property address and pin the correct location on Google Maps. 4. Select the appropriate primary business category (e.g., Hotel, Resort, Boutique Hotel). 5. Add the property's official contact information, including: • Phone number • Website (where applicable) • Official email address 6. Upload high-quality images of the property, including guest rooms, exterior, lobby, and facilities. 7. Complete Google's verification process through the available verification method. 8. Once verified, provide administrative access to the Grace Hospitality team for profile optimization and quality assurance. Information Required To complete the profile, the Property Owner should provide: • Property description • List of facilities and amenities • Check-in and check-out timings • Official contact details • High-quality photographs of the property • Accurate location details for Google Maps Grace Hospitality Responsibilities Grace Hospitality will: • Review the profile for compliance with Traveller brand standards. • Optimize the property description and business information. • Verify the accuracy of contact details and location. • Upload and organize approved images. • Configure profile information to improve online visibility. • Conduct a final quality review before handing over profile management. A complete and optimized Google Business Profile ensures that guests can easily discover, locate, and contact your property while maintaining a consistent digital presence across the Grace Hospitality portfolio. 43
7.2.3 Social Media Account Setup A professional and consistent social media presence is essential for building brand awareness, engaging with guests, and supporting the property's marketing efforts. As part of the onboarding process, Grace Hospitality will create and configure the property's official social media accounts in accordance with the approved brand guidelines. All accounts will be created using the property's official Grace Hospitality email address to ensure centralized ownership, security, and continuity. Platforms to be Created The following social media accounts will be created where applicable: • Facebook Business Page • Instagram Business Account • TikTok Business Account • LinkedIn Company Page (if applicable) • YouTube Channel (if applicable) Additional platforms may be established based on the property's marketing strategy and target audience. Information Required from the Property Owner To complete the setup, the Property Owner should provide: • Official property name. • Property logo (high-resolution). • Brand-approved profile and cover images (if available). • Property description. • Contact details (phone number and email). • Website URL (once available). • Property address and location. • Links to other official digital platforms (if applicable). 44
Account Configuration Grace Hospitality will configure each account in accordance with the Traveller brand standards, including: • Profile name and username. • Profile and cover images. • Brand-compliant biography and description. • Contact information. • Website and booking links. • Business category and profile settings. • Action buttons (Call, Book Now, WhatsApp, etc., where applicable). Ownership & Access Upon completion of the initial setup: • Administrative access will be shared with the designated Property Owner or authorized representative. • Grace Hospitality will retain appropriate administrative access, as required, to provide ongoing marketing support and ensure compliance with brand standards. • The Property Owner is responsible for safeguarding account credentials and notifying Grace Hospitality of any changes to authorized users. • Quality Assurance • Before the accounts are activated, Grace Hospitality will verify: • Consistency with Traveller brand guidelines. • Accuracy of contact information. • Correct branding across all platforms. • Functionality of website and booking links. • Proper assignment of administrative access. A professionally configured social media presence ensures that every Traveller property maintains a consistent brand identity, strengthens its online visibility, and provides guests with reliable channels for engagement and communication. 45
7.2.4 Website Listing As part of the onboarding process, every Traveller property will be listed on the official Grace Hospitality website to enhance its online presence, increase brand visibility, and generate direct booking opportunities. The listing will be developed in accordance with Grace Hospitality's brand standards to ensure consistency across all properties within the portfolio. Information Required from the Property Owner To create the website listing, the Property Owner should provide the following: Property Information • Official property name • Property address • Contact numbers • Official email address • Google Maps location • Check-in and check-out timings Property Description A brief description covering: • Property overview • Guest experience • Location highlights • Facilities and amenities • Unique selling points The Grace Hospitality Marketing Team will review and refine the content to ensure consistency with the Traveller brand voice and website standards. Room Information For each room category, please provide: • Room category name • Room size • Maximum occupancy • Bed configuration • Room amenities • View description • Room features 46
Photography Requirements Professional, high-resolution images should be provided in the following formats: • Horizontal • Square • Vertical Images should include: • Property exterior • Rooms (each category) • Reception and lobby • Restaurant and dining area • Lounge • Meeting and event facilities • Gym and recreational facilities (where applicable) • Swimming pool (where applicable) • Other guest amenities A minimum of 5–6 images should be submitted for each area. Property Videos (Optional) Where available, promotional videos may be provided for: • Property exterior • Guest rooms • Lobby • Restaurants • Facilities • Surrounding attractions Video content may be used across the website and other digital marketing channels. Grace Hospitality Responsibilities Grace Hospitality will: • Design and publish the property listing on the official website. • Optimize content for search engines (SEO). • Organize and optimize images for web performance. • Ensure compliance with Traveller brand standards. • Configure calls-to-action and booking links. • Review all content for quality and accuracy before publication. 47
Property Owner Responsibilities The Property Owner is responsible for: • Providing complete and accurate information. • Supplying professional-quality photographs and supporting content. • Reviewing and approving the website content before publication. • Notifying Grace Hospitality of any future changes to property information, facilities, or contact details. Quality Assurance Before the website listing goes live, Grace Hospitality will verify: • Accuracy of all property information. • Brand consistency across content and visuals. • Functionality of contact details and website links. • Image quality and formatting. • SEO optimization and page performance. • Overall user experience and content presentation. Once approved, the property listing will be published on the Grace Hospitality website, providing guests with accurate information and a professional digital presence while supporting direct booking opportunities. 7.2.5 Initial Marketing Content Production To ensure every Traveller property launches with a strong and consistent digital presence, Grace Hospitality will conduct an initial content production shoot as part of the onboarding process. This content will be used to establish the property's online identity and support its launch across digital platforms. Grace Hospitality Responsibilities As part of the initial onboarding, Grace Hospitality will: • Plan and coordinate the production schedule. • Develop the creative direction and shot list. • Provide the required photography and videography equipment. • Arrange a professional photographer and/or videographer. • Conduct the on-site property shoot. • Edit and optimize all approved photo and video content. • Design and deliver the first nine (9) social media posts in accordance with the Traveller brand guidelines. • Supply the final approved content to the Property Owner for future use. 48
Property Owner Responsibilities The Property Owner is responsible for: • Ensuring all areas of the property are operational, clean, and presentation-ready on the scheduled shoot date. • Coordinating access to guest rooms, facilities, and other locations required for filming. • Assigning a property representative to assist the production team during the shoot. Travel & Accommodation Costs Grace Hospitality will bear all costs associated with content production, including project planning, creative direction, photography and videography equipment, production personnel, and post-production editing. However, all travel-related expenses incurred by the production team—including transportation, accommodation (where required), and daily allowances—will be charged to the Property Owner at actual cost. These expenses will be communicated in advance and invoiced separately. Deliverables Upon completion of the production process, the Property Owner will receive: • Professionally edited property photographs. • Promotional video content (where applicable). • A library of approved marketing assets. • The first nine (9) branded social media posts, ready for publication. • Digital assets optimized for use across the website, social media platforms, and other marketing channels. 7.2.6 Booking Engine Integration The booking engine enables guests to make direct reservations through the Grace Hospitality website, providing a seamless booking experience while maximizing direct revenue opportunities for the property. As part of the onboarding process, Grace Hospitality will configure and integrate the booking engine to ensure accurate room availability, pricing, and reservation management. 49
Information Required from the Property Owner To complete the booking engine integration, the Property Owner must provide the following information: Room Inventory For each room category: • Room category name • Number of available rooms • Maximum occupancy • Bed configuration • Room size • Room amenities • Room descriptions Room Rates The Property Owner should provide the latest approved room rates for each room category, including: • Standard rates • Seasonal rates (where applicable) • Promotional rates (where applicable) • Corporate or contracted rates (if applicable) Rate Inclusions Please specify: • Breakfast inclusion • Meal plans • Taxes and service charges • Complimentary services • Additional guest charges • Extra bed charges • Child policy Booking Policies The following policies are required before the booking engine can be activated: • Check-in and check-out timings • Cancellation policy • Modification policy • Refund policy • No-show policy • Payment terms • Guarantee requirements 50
Booking Engine Configuration Grace Hospitality will configure the booking engine to include: • Room categories • Room inventory • Rate plans • Booking restrictions • Occupancy rules • Taxes and service charges • Booking confirmation templates • Reservation notifications • Payment gateway integration (where applicable) Testing & Quality Assurance Before activation, Grace Hospitality will conduct a comprehensive quality assurance review to ensure the booking engine functions accurately and efficiently. The review will include: • Verification of room availability • Accuracy of room rates and taxes • Booking confirmation testing • Payment gateway functionality (where applicable) • Reservation notification testing • Mobile and desktop compatibility • End-to-end booking simulation Grace Hospitality Responsibilities Grace Hospitality will: • Configure the booking engine. • Upload room inventory and rate plans. • Implement booking policies. • Test the complete reservation workflow. • Resolve any technical issues identified during testing. • Activate the booking engine upon successful completion of quality assurance. Property Owner Responsibilities The Property Owner is responsible for: • Providing accurate room inventory and pricing information. • Notifying Grace Hospitality of any future changes to room rates or booking policies. • Reviewing and approving the configured booking engine before it is published. • Ensuring room availability and rates remain updated to avoid reservation discrepancies. 51
Once the booking engine has been successfully configured and tested, the property will be enabled to receive direct online reservations through the Grace Hospitality website, providing guests with a secure and convenient booking experience while supporting the property's revenue growth. 7.2.7 Technical Setup Completion Congratulations! Your property has now completed the Technical Setup phase of the Grace Hospitality onboarding journey. During this phase, the essential digital infrastructure required to operate within the Grace Hospitality portfolio has been established. From official communication channels to online visibility and direct booking capabilities, your property is now equipped with the systems necessary to support efficient operations and deliver a seamless guest booking experience. The following milestones should now be complete: • Official Grace Hospitality email accounts established • Google Business Profile created and verified • Official social media accounts configured • Property listed on the Grace Hospitality website • Professional photography and videography completed • Initial marketing assets and first nine social media posts delivered • Booking engine configured and tested • Direct booking functionality activated What's Next? With the technical setup completed, the next phase of the onboarding journey focuses on implementing the Traveller Brand Standards. The Brand Manual serves as the foundation for every Traveller property and provides the standards that govern: • Brand identity and visual guidelines • Logo usage and brand assets • Communication standards • Guest experience principles • Property presentation • Marketing and promotional consistency • Brand compliance requirements Adherence to these standards ensures that every Traveller property delivers a consistent guest experience while strengthening the overall Grace Hospitality brand. 52
8Building a consistent brand experince across every Traveller property. Traveller Brand Manual
Congratulations! Your property is now part of the Traveller by Grace Hospitality network. By following the standards, procedures, and guidelines outlined in this manual, you are contributing to a consistent guest experience and strengthening the Traveller brand across every destination. We look forward to building a successful partnership and supporting your property's long-term growth. 53