IHG WAY OF CLEAN 5-S CLEANING PROGRAM: All About Clean

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1 IHG WAY OF CLEAN 5-S CLEANING PROGRAM: All About Clean Self- Inspect Check your work and feel proud 4 5 Stage Prepare for guests Survey Check out the space and assess what you need way of CLEAN 5-S Process 1 Shine Service Clear waste, dust, and fix 2 Clean and disinfect 3 The content of this material is proprietary to InterContinental Hotels Group and may not be reproduced, distributed, or used without the express permission of an authorized representative of IHG IHG. All rights reserved. Most hotels are independently owned and operated.

2 IHG Way of Clean 5-S Cleaning Program Guide All About Clean 2 All About Clean For our guests, being welcomed with a spotlessly clean room is not only something they hope to be provided with, it's an expectation. There are two types of clean that we need to consider when we think about what clean means to IHG and to our guests. Let's explore. First, there is aesthetically clean which refers to what an area looks like. At IHG, we strive for every guest to be greeted by an area that is fresh, inviting, feels like new, and where everything is in its place. It is important to ensure cleanliness as it impacts guest perception of cleanliness towards the hotel and our family of brands. Second, there is hygienically clean which refers to maintaining safe and healthy environments through proper cleaning, sanitizing, and disinfecting. At IHG, we strive to keep every guest safe by providing them with a fresh, clean, and healthy environment. It is important because it helps to protect our guests from illness while traveling and it also helps to protect colleagues from illness while working. By striving to ensure that IHG hotels are both aesthetically and hygienically clean, we will be on our way to creating a Culture of Clean. Next, let's review some general cleaning tips and terminology used throughout the program. General Cleaning Tips Ensure the team reports, removes, replaces or fixes any items that may be stained, scratched, worn, torn, or broken when surveying and cleaning guest rooms. Dust daily to help avoid dust build up. Start dusting high surfaces and high walls first. This ensures easier cleaning when the dust settles. Work clockwise around the room high to low, back to front, and in consistent motions and movements. Use a lint or hair removing tool to pick up any hair and light debris from dry, hard or soft furnishings and surfaces, including upholstery. Hair found on surfaces is one of the most frequent guest complaints. Use an extendable handle or pole or get a step stool if something that needs cleaning is out of reach. Never step on fixtures or furniture in order to reach something. Wear protective gloves when handling chemicals.

3 IHG Way of Clean 5-S Cleaning Program Guide All About Clean 3 Clean Terms Used Throughout the Program FULL CLEAN Full Clean refers to cleaning a vacant and dirty room following the IHG Way of Clean 5-S Process as defined in the operating procedure. It is a service that is provided across all of our brands, except Staybridge Suites and Candlewood Suites. These brands use the Prep then Clean method. The Full Clean service is provided all days of the week, upon guest check out. PREP THEN CLEAN Prep then Clean refers to cleaning a vacant and dirty suite and 7 Day Stay Over suite following the IHG Way of Clean 5-S Process as defined in the Prep then Clean operating procedure. It is a service that is provided at our extended-stay brands, Staybridge Suites and Candlewood Suites. Prep then Clean is broken into two parts. First, the room is prepped which involves completing steps 1 and 2 of the IHG Way of Clean 5-S Process and is done by the Engineer, the Operations Manager and the Room Attendant. Then, a Room Attendant cleans the room by completing steps 3 to 5 of the IHG Way of Clean 5-S Process. Even though this is the typical service provided at our extended-stay brands, it is a service that may be adopted by other brands, or hotels, should they wish to do so. The Prep then Clean service is provided all days of the week, when guests check out and for guests staying longer than 7 days. STAY OVER Stay Over refers to cleaning an occupied room following the IHG Way of Clean 5-S Process. It is a shortened version of the Full Clean but still just as important to our guests. This service ensures the room is kept clean during a guest s stay and is provided across all of our brands, except Staybridge Suites and Candlewood Suites. A summary of what this service entails, according to the IHG Way of Clean 5-S Process, can be found on the Stay Over Cart Cards. LIGHT TOUCH Light Touch service is provided exclusively at the Staybridge Suites brand. This service is provided daily, Monday through Friday, for each occupied guest suite, as well as Saturday and Sunday upon request. Guests checking in on a Friday or Saturday, regardless of the check-in time, should be offered Light Touch service. For guests staying longer than one week, this service must be provided regularly along with a thorough cleaning of the kitchen, bathroom and bedroom areas. A summary of what this service entails, according to the IHG Way of Clean 5-S Process, can be found on the Light Touch Cart Cards. 7 DAY STAY OVER 7 Day Stay Over refers to cleaning a long term occupied room for hotels which follow the Prep then Clean 5-S Process. It is a shortened version of the Prep then Clean service and is completed weekly and provided to guests staying longer than one week at our extended-stay brands, Staybridge Suites and Candlewood Suites. The 7 Day Stay Over service must be provided at least every 7 days and include: dusting vacuuming changing of bed linens replenishment of amenities and other general housekeeping services. This service also provides for the movement of furniture, should it be requested by a guest. Next, let's explore the different types of clean that you will need to consider when you and your team apply the IHG Way of Clean 5-S Process.

4 IHG Way of Clean 5-S Cleaning Program Guide All About Clean 4 Cleaning, Sanitizing, and Disinfecting Knowing the difference between cleaning, sanitizing, and disinfecting is a vital part of your team being able to perform their jobs accurately and with the utmost cleanliness in mind. By being able to distinguish between these cleaning concepts and execute these efficiently, you will be one step closer to creating the Culture of Clean. CLEANING SANITIZING DISINFECTING Cleaning does not kill microorganisms, it removes soil, dirt, and debris from surfaces. Sanitizing kills a high percentage (99.9%) of microorganisms on surfaces. Disinfecting kills a higher percentage (99.999%) of microorganisms on surfaces. Cleaning uses soaps, detergents, water, and microfiber to physically remove soil, dirt, and debris from surfaces. Sanitizing uses heat (i.e., steam, hot water and hot air) and requires at least 171 degrees Fahrenheit surface contact or an EPA (Environmental Protection Agency) registered product with specific contact time to kill microorganisms on surfaces. (Primarily used in food services.) Disinfecting uses an EPA registered product with a specific contact time (1-10 minutes, depending on the chemical) to kill harmful microorganisms, like bacteria, and pathogens on surfaces. Cleaning lowers the count of germs by removing them from a surface, not necessarily killing them. Sanitizing reduces and kills the amount of germs on a surface to a safe level recognized by the EPA, but it does not eliminate the occurrence and growth of bacteria, viruses and fungi. Disinfecting further reduces and kills the amount of germs on a surface to a safe level recognized by the EPA, and reduces the occurrence and growth of bacteria, viruses and fungi. (If used on items that enter the mouth, rinsing is required.) Sanitizing and disinfecting does not necessarily clean the surface. Cleaning must precede sanitizing and disinfecting in order to be effective. Rinsing removes dirt and debris that has been loosened by the detergent and leads to shinier, cleaner-looking hard surfaces. Before we continue, let s discuss two important terms that you and your team need to consider when executing the IHG Way of Clean 5-S Process - Key Value Drivers and High Touch Areas. Also, let's review the helpful icons that will be used throughout the program to help your locate important information with ease.

5 IHG Way of Clean 5-S Cleaning Program Guide All About Clean 5 Key Value Drivers First let s look at Key Value Drivers. Key Value Drivers are items within the hotel, room, suite, or villa that will cause the guest to think the room is dirty, potentially move rooms or even check out of the hotel. Key Value Drivers are important and should be known by every team member in the hotel. KEY VALUE DRIVERS Door and lock operate fully HVAC or PTAC is clean, working and runs quietly LOOK FOR THE KEY VALUE DRIVERS ICON OR INDIVIDUAL DRIVER ICONS THROUGHOUT Carpet or floor is free of stains THE PROGRAM Upholstery is stain-free Lampshades are straightened; all light bulbs work No hair is on bed, pillows, bathroom floor, sink, tub or shower TV operates; remote is clean and working Kitchen is clean and staged properly; appliances operate

6 IHG Way of Clean 5-S Cleaning Program Guide All About Clean 6 High Touch Areas Next, let's review the High Touch Areas. High Touch Areas refer to the different areas of the room that are handled or touched the most by guests. These areas require special attention as they have the potential to accumulate the most dirt and spread germs. High Touch Areas need special attention when cleaning, sanitizing, and disinfecting surfaces. HIGH TOUCH AREAS LOOK FOR THE HIGH TOUCH AREAS ICON OR INDIVIDUAL AREA ICONS THROUGHOUT THE PROGRAM Switches lights, lamps, coffee maker HVAC or PTAC control panel Handles doors, closets, drawers Telephones handset and dial pad Bathroom handles toilet flush, shower control, sink faucets Bedside tables Toilet and back or splash wall Curtains, sheers, blackout drapes and pull cords Remote controls Carpets specifically in pet friendly locations Next, we will explore the tools, chemicals and products which will help support a 'Culture of Clean'.

7 IHG Way of Clean 5-S Cleaning Program Guide All About Clean 7 Cleaning Tools and Chemicals IHG has strategically worked with the top companies known for helping to create clean environments in hotels and commercial businesses across the Americas. These companies lead their fields in research, design, and reputation for cleanliness, while sharing an industry changing vision for clean with IHG. A list of approved suppliers for chemicals, as well as a list of required tools can be found on the IHG Way of Clean Initiatives page on IHG Merlin or through the Online Brand Standards Manual. Tools Chemicals The following tools have been proven to clean the best when used properly with the required chemicals following the 5-S Process: The following required chemicals have been proven to clean the best when used properly with the required tools following the 5-S Process: Universal extendable pole with attachments used for dusting, hair removal, and multi-purpose cleaning. These can be different tools, but the attachments must be used to clean as recommended in the operating procedure. Multi Surface Disinfectant and Cleaner Bathroom Disinfectant and Cleaner Pink, yellow, and blue microfiber cloths. These cloths have been proven to achieve the highest level of cleanliness; colorcoding eliminates cross contamination. Washing instructions from manufacturer or supplier should be followed to ensure product longevity. Glass Cleaner Odor Neutralizer Black light for self-inspection. Each room attendant should have their own black light per shift to properly self-inspect. Hotels may choose to use a multi-surface or 2-in-1 or 3-in-1 product to clean glass as long as it is purchased from an approved supplier. It is recommended to purchase required tools from approved suppliers. Available through IHG Marketplace. It is mandatory to purchase the listed chemicals from approved suppliers. Available through IHG Marketplace.

8 IHG Way of Clean 5-S Cleaning Program Guide All About Clean 8 Cross Contamination IHG Way of Clean 5-S Process follows a color-coded system to avoid cross contamination. Cross contamination occurs when harmful bacteria or germs are spread from one surface to another, being transferred via the hands or equipment when cleaning. It is important to follow the color-coded system when cleaning in order to avoid the risk of cross contamination. Color-Coded System MICROFIBER CLOTH CHEMICAL ICON CHEMICAL USED SURFACE TYPE AREA OF USE Bathroom disinfectant and cleaner. Wet bathroom surfaces that can be, or need to be rinsed. Bathroom shower, tub, sink, and inside toilet bowl. Multi surface disinfectant and cleaner. Dry surfaces that cannot be, or do not need to be rinsed. Counter tops, table tops, outside of toilet (not inside bowl), remote controls, switches, door knobs, handles, etc. Glass cleaner. Glass and mirrors. Glass and mirrors. To clean dry surfaces, apply cleaning chemicals sparingly onto microfiber cloths and wipe the surface to ensure product is not overused, and to protect the surface. REMEMBER The cloth used on a toilet should never be used on other surfaces to avoid cross contamination. Discard the cloth for laundering after cleaning the toilet.

9 IHG Way of Clean 5-S Cleaning Program Guide All About Clean 9 Black Light All IHG hotels should be spotlessly clean and well maintained for our guests it is their expectation. In addition, hotel cleanliness is a hot topic. With the increasing conversation about cleanliness through the press, articles, social media, and guest reviews, consumers are more aware than ever before about hotel cleanliness. An important part of successful implementation of the IHG Way of Clean 5-S Process is to provide Room Attendants with all the tools they need to be successful when cleaning. One valuable tool that will help your team is the hand-held black light. It is small enough to fit inside a pocket and is powerful enough to allow your team to see spots, marks, and any areas that still need to be cleaned that cannot be seen by the naked eye. Using this tool is quick and easy. All your team needs to do is to shine the black light on the area they wish to inspect, making certain that it is about 6-12 inches above the surface. All spots or marks should then be easily visible when using the black light. Keep in mind, however, that your team will obtain a greater degree of visibility if the room or area is dark. It is also important to note that ultraviolet light will turn food and fluid stains into various shades of fluorescent white, blue, or green. Urine stains, however, are not bright. Urine crystals are dull in color, and will appear as pea-soup green or brownish-yellow. After using the black light to inspect, there should be no spots or marks present in the room. The black light will most commonly be used in Step 3: Shine, when your team cleans the bathroom and toilet areas. It can also be used in Step 5: Self-Inspect, when your team checks their work to see if they have missed any spots. Materials which commonly flouresce under UV lights: cosmetics toothpaste carpet cleaners petroleum jelly tonic water liquors cleaning products some dyes laundry detergents with optical brighteners products containing phosphorous bodily fluids The toilet and bathroom are the only areas that must be checked, according to the operating procedures, but if you choose to have your team inspect other areas, it is at your hotel's discretion. A pet friendly hotel, for example, could use the black light to check rugs or carpets. REMEMBER Do not shine the black light directly into your eyes. Do not look directly into the light. Make sure to read the instructions and adhere to the warnings that come with the black light prior to use.

10 IHG Way of Clean 5-S Cleaning Program Guide All About Clean 10 Bed Bugs As we build a 'Culture of Clean', it is important that we discuss bed bugs and how to prevent and treat infestations. Bed bugs can be seen by the naked eye and are about the size of a grain of rice. The eggs of a bed bug look similar to a grain of rice. They have a brownish tint and a flattish, oval body, which makes it easy for them to get in and out of small areas. Bed bugs can live in almost any crevice, crack, or protected location. Places where bed bugs are often found: within seams, tufts, and crevices of the mattress, the box springs, bed frame, and headboard outlet covers and underneath nightstands lodged in the head of a screw in drywall cracks and in the floorboards WHAT DO I DO IF I SUSPECT BED BUGS? If your team discovers or suspects an infestation, immediate action is necessary to eradicate the pest. The first course of action would be to immediately contact a supervisor. The supervisor should then block and inspect the affected room. A licensed pest control professional should be contacted to evaluate the infestation. The professional pest control company should then take over the situation. BED BUG LIFE STAGES along and under the edge of wall to wall carpeting cracks in wood ceiling-wall junctures behind wall of nearby sofas, chairs, and bed posts behind loose wall coverings or fixtures Signs that bed bugs are present include: the bug itself visible excrement small blood spots on the surface of the linen More information on bed bugs and other important safety topics can be found by accessing the Risk Learning Center on IHG Merlin.

11 IHG Way of Clean 5-S Cleaning Program Guide All About Clean 11 General Program Information WHO SHOULD BE USING THIS PROGRAM GUIDE? The IHG Way of Clean 5-S Cleaning Program Guide will be used mostly by you, the Executive Housekeeper and your management team. Once you have received the appropriate level of training on the IHG Way of Clean 5-S Process, it will be up to you to train your team of Room Attendants on the IHG Way of Clean 5-S Cleaning Program. The content included in the program guide can be used in conjunction with the IHG Frontline training videos. It will also serve as a useful reference tool when you are guiding your team through the facilitated learning sessions as they make their way through the IHG Frontline Program. The support materials for the IHG Way of Clean 5-S Cleaning Program Guide will be used by your team. The convenient Job Aids and Cart Cards will help to refresh their memories during service. They can also use the Cart Cards as a checklist at the end of service to make sure they have not missed anything. BRAND CLEANING INFORMATION The Brand Cleaning Information pages located on the following pages are an easy way for you to find answers to any questions you and your team may have regarding which procedures to follow that are specific to a brand. Whether you are seeking clarification on brand standards, or looking to refresh your memory, these documents will act as a helpful reference tool. Just look for your hotel brand. HOW TO USE THIS PROGRAM GUIDE IHG Way of Clean 5-S Cleaning Program Guide will be your 'one-stop shop' when familiarizing yourself with the program. It is an excellent reference tool that can be used to refresh your memory on certain procedures, or it can be used when you need to re-familiarize yourselves with steps within the program.

12 IHG Way of Clean 5-S Cleaning Program Guide All About Clean 12 First Impressions Matter Self- Inspect Check your work and feel proud 4 5 Stage Prepare for guests Survey Check out the space and assess what you need way of CLEAN 5-S Process 3 1 Shine Service Clear waste, dust, and fix 2 Clean and disinfect The IHG Way of Clean 5-S Process is IHG s universal approach to cleaning which can be applied to the hotel s exterior, interior public space, back of house, and the guest room. Remember, guests will form their impression of IHG hotels from the moment they see your sign. That impression will continue to be formed as they enter the parking lot, walk into your lobby, and approach the front desk. As they continue their journey to their room, our guests continue to assess how clean the property is, which impacts their perception of IHG hotels. This means that all public spaces including the entrance, lobby, corridors, elevators, stairwells, public restrooms, meeting rooms, fitness center, and more need to be both aesthetically and hygienically clean. Use the information in the Cleaning Public Areas section to help. When a guest enters their room, they should feel relieved, knowing that they have made the right choice in staying at an IHG hotel. They should feel confident that everything is clean, feels 'like new', and is in its place. Let's explore how we can ensure our guests confidence in cleanliness by examining how their room is cleaned, following the IHG Way of Clean 5-S Process.