en hoteldevelopment services maximize your revenue · august 2017 performing services maximize your...

MaximizeYOUR

REVENUE DIRECT WEB SALES

ACCORHOTELS APP

MARKETING MAGIC THE LOYALTY ADVANTAGE

WORLDWIDE SALES POWER

CLEVER CUSTOMERS

CONTACT CENTERS

REVENUE MANAGEMENT

AUGUST 2017 PERFORMING SERVICES MAXIMIZE YOUR REVENUE

WHAT EXACTLY DOES YOUR PORTAL DO?

Our unique multi-brand portal offers you a

stronger, more powerful e-commerce presence

than ever before. That means more visibility. And

more sales.

The only portal of its kind in the hotel sector,

AccorHotels.com is a valuable addition to our

hotel brands’ commercial websites as well as a

marketplace for independent hotel (1,755 hotels).

It increases your traRc. It stimulates your revenue.

AND IT EXTENDS

YOUR GLOBAL SALES

REACH.

WHAT ARE MY BENEFITS?

You will increase your direct sales and

optimize your profits by eliminating

commission fees

Added online benefits will win you more

premium Le Club AccorHotels members

Your guest database will be enriched

with personal online accounts

Maximize your revenue

DIRECT WEB SALESBOOST YOUR DIRECT ONLINE SALES WITH ACCORHOTELS.COM

18 LANGUAGES

N° 1HOTEL GROUP IN

TERMS OF TRAFFIC (ex-USA,

source comScore)

33 GEOLOCALIZED

SITES

123CURRENCIES

PROCESSED

335MILLION ANNUAL

VISITS TO ALL ACCORHOTELS

WEBSITES

Figures as of end 2016


WHAT’S SO SPECIAL ABOUT THIS PARTICULAR APP?

Our AccorHotels app is a single, user-friendly

application. It features all of our brands on the

AccorHotels.com marketplace.

Guests can consult room availabilities in real time.

Access best available rates. Make reservations,

prepare their next trip with our City Guide,

consult them o]ine during their trip and book

their ticket museum... and much more.

With the app, they can book in-hotel services

too: concierge, room service, dining room, bars,

restaurants, spa and fitness...

A HOST OF SERVICES

TO ENHANCE YOUR GUESTS’

EXPERIENCE AT EVERY STEP

OF THEIR JOURNEY.

WHAT ARE THE BENEFITS FOR MY GUESTS?

Guest reservation benefits:

Search & Book: find a hotel, pick dates

and pay online

Pre-Stay: Fast-Track online check-in

WIPOLO: a tool that compiles travel

data for frequent hotel guests

City guides: 70 guides in 8 languages to

help your guests plan their stays. O[ine

consultation.

In-hotel guest benefits:

Room service, dining room, bar &

restaurant reservations

Concierge service, taxi reservation

service

Your guests’ favorite newspapers, free

from AccorHotels Press


ACCORHOTELS APPBOOK BUSINESS SUCCESS WITH OUR ACCORHOTELS APP


+ 65 %

MOBILE BOOKINGS VERSUS 2015

50 %

OF ACCORHOTELS WEB VISITS ARE FROM MOBILE DEVICES

4DOWNLOADS

PER MINUTE


HOW CAN YOUR MARKETING STRENGTHEN MY BRAND?

We have a vast array of powerful marketing

actions designed to enhance your hotel’s

standing.

High-impact ad campaigns for every media.

Online referencing and targeted email campaigns.

Strategic promotional oders. And a super-strong

social media presence.

Our marketing materials accompany you

internationally, nationally and locally. They raise

awareness of your brand. They help you stand out

among the competition.

WIN NEW GUESTS.

AND FILL YOUR ROOMS.

EVEN IN THE SLOWEST

SEASONS.

HOW DO YOUR TOOLS BENEFIT MY HOTEL?

We address the right message to the

right guest at the right time to boost

your revenue

We maximize your visibility on search

engines to push your hotel to top-of-

the-page

Our social media experts and tools help

you promote your hotel’s specificities

We safeguard your online image with

TrustYou, the premier e-reputation

management tool

We provide you with high-quality visuals

and videos that really sell your hotel


MARKETING MAGICBENEFIT FROM BRAND RECOGNITION AND INCREASE YOUR HOTEL REVENUE


7.5 MILLION FANS

ON FACEBOOK, TWITTER, YOUTUBE,

PINTEREST AND LINKEDIN

100MILLION EUROS

INVESTED IN AD CAMPAIGNS

>195,000PHOTOS

IN THE ACCORHOTELS

LIBRARY

1BILLION

PERSONALIZED EMAILS SENT

45MILLION EUROS

INVESTED IN KEY WORDS’ PURCHASE


ACTIVE MEMBERS BY ZONE OF RESIDENCE

HOW CAN YOUR LOYALTY PROGRAM BRING MORE GUESTS TO MY HOTEL?

With Le Club AccorHotels, you can recruit new

guests at lower cost. You will get to know them

better. And be able to oder them personalized

services. Guests love that.

Loyal guests recommend your hotel to others.

That brings more people to your hotel. And that,

of course, means higher revenue for you.

Our loyalty program lets members earn points for

every expenditure at your hotel. They can book

with their points directly online. They can convert

them into discounts on future stays. Or even into air

miles with one of our partner airlines. Repayment

conditions are the most generous on the market.

For the second year running, Le Club AccorHotels,

was acclaimed at the 2016 Freddie Awards as the

best hotel loyalty program of the year in Europe/

Africa and in the Middle East/Asia/Oceania.

OFFER YOUR GUESTS LE CLUB

ACCORHOTELS. YOU WILL BE SURE

TO KEEP THEM COMING BACK.

WHAT ARE THE BENEFITS FOR ME AND MY HOTEL?

Le Club AccorHotels members return

two times more than other guests

Le Club AccorHotels members spend

twice more than non members

Le Club Accorhotels is the most

international of all hotel loyalty

programs, obering you able to leverage

a wider network of worldwide guests

Le Club AccorHotels members book 2.3

stays a year vs 1.3 stays a year for non-

members (average)

More than 90% of the App AccorHotels

bookings are generated by Le Club

AccorHotels members


THE LOYALTY ADVANTAGEUSE LE CLUB ACCORHOTELS LOYALTY PROGRAM TO BUILD YOUR HOTEL REVENUE


20,000 NEW MEMBERS

PER DAY

(AVG.)

79 %

OF LE CLUB MEMBERS BOOK THROUGH

ACCORHOTELS DIRECT CHANNELS

32 MILLION MEMBERS

30 %

OF ACCORHOTELS ROOM REVENUE

IS GENERATED BY LE CLUB MEMBERS

ACTIVE MEMBERS BY CATEGORY

CLASSIC 80%

EUROPE* 20%

AFRICA 2%MIDDLE EAST 3%

NORTH AMERICA 6%GERMANY 6%

15% SILVER

3.5% GOLD

1.5% PLATINUM

18% ASIA

13% FRANCE

12% U.K. & IRELAND

11% SOUTH AMERICAPACIFIC 9%

* Excluding France, Germany, U.K. & Ireland


HOW DOES YOUR WORLDWIDE SALES NETWORK HELP ME?

Articulated around 5 strategic businesses lines

sales will help you to:

– Reinforce your business travel strength through

global multi-level account coverage, while

controlling distribution costs.

– Use Le Club Meeting Planner to grow revenue

through loyalty and customer satisfaction,

reinforce visibility in the congress segment and

invest in next generation technology for M&E

sales.

– Protect higher yielding segments with a

controlled price strategy, for leisure travel. And

support the transition to dynamic rates with

medium BtoB players.

– Leverage our size to balance the relationship

with Online Travel Agencies, while protecting

the topline performance of hotels.

– Focus on the top airlines to build long term

crew partnerships for hotels.

In addition, a team dedicated to Luxury accounts

worldwide.

WHAT ARE THE BENEFITS FOR MY HOTEL?

Volume contracts with major clients

worldwide

Benefit from negotiated commissions

and preferential conditions in distributor

agreements

Greater visibility at trade shows to build

your awareness

A large communication coverage: BtoB

websites, e-cards, e-news and trade

press.

Products and tools offered to BtoB

clients to improve conversion at our

hotels (LOL, TAGS…)

Internal tools to increase your ehciency:

ANAIS for easy contact management,

Sales Campus to train your sales force,

Easy Pitch to showcase your hotel

digitally.


WORLDWIDE SALES POWERLET OUR WORLDWIDE SALES NETWORK REV UP YOUR REVENUE


47 SALES

OFFICES

660MAJOR CLIENT ACCOUNTS

WORLDWIDE

>700 SALES REPRESENTATIVES

5.6BILLION EUROS

IN ANNUAL REVENUE


WHY DO I NEED ACCORHOTELS CUSTOMERS CONTACT CENTERS FOR…

…MY RESERVATIONS WITH CALL CENTER

A professional call center from economy to

luxury brands, dramatically boosts your revenue.

Because when professional agents answer your

calls, they sell your rooms to your guests at the

best possible prices.

Professional call center agents also let you

provide your guests with expert answers to all

their questions 365 days*, in 18 languages. Your

hotel can build great relationships on that.

The Overflow Call Option:

For particularly busy times, we oder an Overflow

call service that picks up calls after the 4th ring.

In 2016 our Overflow service managed 2.8 million

received contacts for 1,750 hotels with an answer

rate of 92% (Fairmont, Ra]es and Swissôtel

excluded).

…MY CUSTOMER CARING SERVICE

Besides booking your guests’ reservations, our

worldwide customer care agents respond to their

requests. Place your guests at the very heart of

our attentions, deal quickly and eRciently with

their claims. And even manage their email, postal

mail, and social networks.

HOW WILL YOURCUSTOMERS CONTACT CENTERS BENEFIT MEAND MY GUESTS?

RESERVATIONS WITH CALL CENTER

Our reservation call center agents

optimize your direct sales by upselling

and proposing the highest possible

room rates

Our global network of 10 reservation

call centers with 900 expert agents can

handle scores of reservations at once

By responding rapidly to your guests’

personal needs, we strengthen your

guest relationships

We help you build guest loyalty by

creating goodwill, reliability, and trust

CUSTOMER CARING SERVICE

By responding to your guests with

our “customer-centric” approach, our

customer care agents better understand

their needs and offer personalized

answers to ensure Guest satisfaction


CLEVER CUSTOMERS CONTACT CENTERS OFFER YOUR HOTEL A HIGH-REVENUE SALES CHANNEL AND A CUSTOMER CARING APPROACH

* Opening hours depends on lines and markets. Figures as of end 2016

8.6 MILLION GUEST

CONTACTS HANDLED

10RESERVATION CALL CENTERS

7CUSTOMER

CARE CENTERS WORLDWIDE

900RESERVATION

AGENTS

150CUSTOMER

CARE AGENTS

18RESERVATION LANGUAGES

13CUSTOMER

CARE LANGUAGES

1,750HOTELS

ALREADY USING OVERFLOW

SERVICE


WHY ARE YOU SO SURE YOU CANENHANCE MY PERFORMANCE?

When it comes to revenue management, we are

the experts. We can boost your occupancy rates.

Optimize your average room rates. Increase your

hotel’s profitability. And deliver it all on demand.

Our five Revenue on Demand Management

(RMD) solutions adapt to your budget. They help

you analyze market trends. Anticipate customer

demand. And transform opportunities into real

bookings.

SIMPLY PUT,

OUR TECHNOLOGIES

+ OUR TRAINING

+ OUR EXPERTISE

= A POWERFUL ROI FOR YOU

HOW DO YOUR REVENUE MANAGEMENT OPTIONS BENEFIT ME?

We save you time so you can better

focus on serving your guests

We help you implement your RM and

pricing tactics and ehciently pilot your

room distribution

Our on-demand solutions can let you

ober your team a top-quality shared RM

expert

We ensure you of the best RM systems

at the best prices


REVENUE MANAGEMENTOPTIMIZE YOUR PROFITS WITH OUR REVENUE MANAGEMENT SOLUTIONS


1,900 HOTELS EQUIPPED WITH RM AND RMD

SOLUTIONS

+ 5 %

IN REVPAR PERFORMANCE FOR HOTELS USING RMD

VERSUS NON RMD HOTELS

939ACCORHOTELS REVENUE MANAGEMENT EXPERTS

AROUND THE WORLD

5 REVENUE MANAGEMENT PLANS TO ACCOMPANY YOUR HOTELWith 5 diSerent plans and numerous options, you are sure to find the Revenue Management solution that fits your needs.

1. RMD Discovery An “introduction to Revenue Management” module and a self-diagnostic to see what your current situation is.

2. RMD Solutions A complete system of Revenue Management solutions at competitive rates:— RM solutions adapted to hotel needs: EzRMS, IDeaS, ibis SMART pricing— RM solutions on market trends: STR, MKG, RateGain, Travelclick, Nor1

3. RMD Training A Revenue Manager training and recruitment service

4. RMD Consulting Revenue Management consulting missions tailored to your hotel

5. RMD Operating Revenue Management daily services to optimize your hotel’s revenue

en hoteldevelopment services maximize your revenue · august 2017 performing services maximize your...

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