Standards of Excellence!

To Create Best in Class Performance Through

our Commitment to Associates and E3

Our simple but powerful strategy to achieve excellence is based upon the following:

E3 = Excellence = High Competency and Tools

Engagement = Passion – High Energy Well Applied

Experience = Emotional Connection to JW Marriott San Antonio Hill

Country Resort and Spa and the Texas Hill Country

We believe our single but power commitment to contributing and achieving Excellence3 is based upon the following:

1.Excellence is a choice2.Excellence is measurable and

equals a clear separation of performance

3.We recognize that the commitment to Excellence is the means to accomplish our Stake in the Ground

Warm Heart – Authentic Culture

Achieving Excellence3

We understand and commit to the effort required to reach Excellence3 and to our personal ownership of our work and to its pivotal role in reaching our Stake in the Ground.

Valuing Associates

Inclusiveness

Selflessness

Inventiveness

Empowerment – Self Initiative

Everyone is a Salesperson

Up Tempo, Fun, Celebratory

Care to Comfort

Spirit to Serve – Community Responsibility

Environmental Responsibility

Learning Organization

Metrics Oriented - Accountability

Finance Performance and Integrity

Driven to Excellence!

General Property Information

1002 Guest Rooms, including 85 suites

Restaurants & Bars on the property are:

Cibolo Moon – Serving casual Texas cuisine for Breakfast, Lunch and Dinner

High Velocity – Sports Bar featuring an enhanced American grill and sports bar menu

Rivertop Grill – Relaxed Grill serving San Antonio regional cuisine.

Crooked Branch Lobby Bar - Cocktails and Light Fare in a Lounge Atmosphere

Total Meeting Space – Over 140,000 sq. ft.

Texas Spa Resort – The 26,000 square foot spa features 30 treatment rooms, a complete fitness center and a Spa Café.

General Parking Information

There are 1,658 available parking spaces for this property as allocated below:

•Hotel Self Parking 523 spaces•Conference Center Self Parking 507 spaces•Employee Parking 387 spaces•Golf Self Parking 101 spaces

Valet Parking (Parking Garage) 140 spaces

•Valet - Overnight $ 25.00 (excludes tax)•Valet – Daily Max $ 18.00 (excludes tax)•Self Parking Complimentary

JW Marriott San Antonio Hill Country Resort and SpaValet Parking Services Standards

Guest/Visitor Pre-Arrival ProceduresAttendant:Be prepared for dutyBe attired in a clean and approved “uniform of the day”Stand tall, be confident and politeMaintain proper decorum/conversation with co-workers while waiting to assistapproaching guests and visitorsKnow the layout of the JW Marriott Resort as well as the location of local restaurants and shopping destinations so that you can provide answers to likely asked questions by guests/visitorsValet Stand/Booth/Office:Continually scan the area for litter or other housekeeping needsAddress housekeeping issues while guests/visitors are not in the immediate areaSolicit assistance from the appropriate JW Marriott staff members if more extensive efforts are requiredPerform regular cleaning (i.e., wipe down of Valet Podium, pick up trash in courtyard, etc.

Guest/Visitor Arrival Experience

•Safely approach the arriving vehicle while watching for other vehicular traffic•Safely open the driver and passenger doors, as required

•Greet the arriving visitor/guest with a time appropriate salutation: (e.g., “Good

Morning and welcome to the JW Marriott San Antonio Hill Country Resort and Spa”)•Determine the nature of the visit (i.e., JW Marriott guest, function/meeting

attendee/restaurant patron, Spa patron, etc.) and how long they will be staying•Provide assistance to any guests/visitors as required when they exit their vehicle•If Door Staff is not available, assist the guest with luggage removal/storage when

required•Issue the “customer claim check” portion of the multi-part parking ticket to the

guest/visitor and explain how the claim check is used (if the dispensing of parking

tickets is performed manually, time and date stamp the ticket prior to issuance to the

guest/visitor)• For overnight hotel guests, document the guest last name on the Valet portion of the

parking ticket, which will be kept at the office/cashier station until the guest/visitor

departs•For short-term/transient visitors, explain how to have the parking ticket validated if a

validation program has been established for the JW Marriott venue they are visiting•Suggest that valuables be removed from the vehicle and stored during their stay/visit•Advise the guest/visitor how to utilize the Valet service to retrieve their vehicle when

hey are ready to depart the JW Marriott Resort•Verbally direct the guest/visitor to their destination and wish them a nice day/evening

•Provide directions, or a pre-printed direction card, if available

Taking Possession of the Vehicle

Perform a “once-around” check of the vehicle to

verify any existing damage to the vehicle

If existing damage is discovered, document the

damage on the office/cashier copy of

the parking ticket and notify the on-duty parking

manager (or designee) immediately

List the vehicle identification information (license

plate number, vehicle color,

vehicle brand) on the Valet portion of the parking

ticket, which will be kept at the

office/cashier station until the guest/visitor departs

Place the display portion of the parking ticket in the

appropriate place

Parking the Vehicle

Start the engine if the vehicle is not already runningQuickly familiarize yourself with the mechanisms that control the vehicle

Check the mirrors and clearances around the vehicle, turn the headlights on, andproceed to the designated lot with caution

While driving through the facility, maintain a safe speed (5-7 m.p.h. or slower ifconditions so warrant) and continue to watch for pedestrian and vehicular traffic

Select a space for storage, which will be convenient for retrieval based on the lengthof stay or time of departure

Once the space has been chosen, carefully back the vehicle into the space so thatretrieval of the vehicle can be accomplished in a timely and safe manner

Turn the lights and ignition off, lock the vehicle, and bring the keys with you as youexit the vehicle

If available, list the parking lot/garage section and space number that the vehicle wasparked in on the office/cashier station portion of the ticket

Store the portion of the parking ticket which will be kept at the office/cashier stationwith the keys

Secure the keys and ticket in a controlled and locked area that is NOT accessible tothe public

Retrieval of VehicleRetrieval of VehicleA guest calls ahead or return in person to the courtyard area when

they wish to retrieve their vehicle, they may also call from the room, or guest will return in person to retrieve their vehicle

The cashier will cross match the claim check portion of the ticket to the locator partof the ticket which is with the corresponding vehicle keys in the secure parking

office/cashier station

The Valet attendant will quickly and safely locate the vehicle in the parkinglot/garage by utilizing the locator portion of the ticket to the displayed portion of the

ticket, which is in the guests/visitors vehicle

The attendant will drive the vehicle, in the same safe manner that it was parked, to thevehicle return area of the JW Marriott (industry standard dictates that the acceptable

time for retrieval of the vehicle is no longer than ten minutes)

If the guest will be returning to the JW Marriott, leave the display portion of theparking ticket on the approved area (on the dashboard or rear view mirror)

Open the door(s) of the vehicle for the driver and passengers when applicable

Assist the guest/visitor with bags or luggage, if no bell person is available

If the guest/visitor is leaving and not returning, thank the guest/visitor for choosingthe JW Marriott Resort, and ask them to come back soon

Auto Damaged Claims:Auto Damaged Claims:The on-duty parking manager (or designee) should be notified immediately

The parking manager (or designee) will need to visually inspect the damage andcompare with any information that may have been documented during the “oncearound”

check when the vehicle arrived

Per parking company or JW Marriott Resort guidelines, the manager (or designee)will need to collect all of the pertinent information to document the claim

If the vehicle is inoperable, the parking manager (or designee) will then makearrangements for alternate transportation for the claimant (rental vehicle or taxi cab)Prior to the claimant’s departure, the parking manager (or designee) will provide theclaimant with the contact name and number of whoever will be processing the claim

Information either supporting or refuting the claim should be included in asupplemental note format that should be turned in to the claims processor with the

original claim report

Lost Keys:Lost Keys:The on-duty parking manager (or designee) should be notified immediately

The Parking Manager (or designee) will make a personal walk through the JWMarriott Resort parking lot with the attendant in an attempt to locate the keys

If the keys are verified to be gone, the manager will need to make notification, inperson and with an empathetic approach, to the owner of the vehicle

A local locksmith shall be called to have new vehicle keys made (if the vehicle is arental unit, the rental company should be contacted as an alternative)

While waiting for the arrival of the locksmith, per parking company or JW MarriottResort guidelines, the manager (or designee) will need to collect all of the pertinent

information to document the claim

If the claimant is unable to wait for a locksmith to arrive, the parking manager (ordesignee) will then make arrangements for alternate transportation for the claimant

(taxi cab)

Prior to the claimant’s departure, the parking manager (or designee) will provide theclaimant with the contact name and number of whoever will be processing the claim