Kathleen ReidenbachVice PresidentRevenue Management & DistributionKimpton Hotels & Restaurants Group, LLC

KIMPTON HOTELS & RESTAURANTSKIMPTON HOTELS & RESTAURANTS

KIMPTON HOTELS OUTSCORE INDUSTRY GIANTSKIMPTON HOTELS OUTSCORE INDUSTRY GIANTS

Kimpton Hotels Ranked #1 in CUSTOMER SATISFACTION posting higher scores than ALL

OTHER HOTELS IN THE INDUSTRY!!!

• 35,000 people from all over America are surveyed each quarter to determine the results.

• Kimpton not only scored the highest customer satisfaction in our category (upper upscale) but ours were the highest scores in all categories including the luxury segment which includes Four Seasons, Ritz-Carlton, Rosewood and Mandarin!

Mission: Red Ribbon non-profit organizations provide support to people living with HIV and education to prevent the spread of the disease.

Mission: Dress for Success (DFS) is an international non-profit organization that provides business attire and career development to support low-income women transitioning into the workforce. Kimpton is the exclusive hospitality sponsor of DFS

Mission: The Trust for Public Land (TPL) is a national, nonprofit, land conservation organization that conserves land for people to enjoy as parks, community gardens, historic sites, rural lands, and other natural places, ensuring livable communities for generations to come.

Kathleen ReidenbachVice PresidentRevenue Management & DistributionKimpton Hotels & Restaurants Group, LLC

6 WAYS TO MAXIMIZE REVENUE IN 2008

Revenue Management

Pricing Strategy

Infrastructure

Call Center Services & Support

Online Marketing

Social Media

Agenda

AgendaRevenue Management

Pricing Strategy

Infrastructure

Call Center Services & Support

Online Marketing

Social Media

What is Revenue Management?Revenue Management is the culmination of the following practices and disciplines designed to optimize revenue materialization for an asset, group, or organization:

Demand ForecastingMarket/Competitive IntelligenceEconomic ConditionsConsumer BehaviorPricing StrategiesDistribution Channel ManagementContent Management

Key Performance Measures

Occupancy %: Number of occupied rooms as a percentage of available rooms

Average Daily Rate (ADR): Total room revenue divided by number of occupied rooms

Revenue per Available Room (RevPAR): Total room revenue divided by total available rooms OR occupancy % x ADR

AgendaRevenue Management

Pricing & Promotion Strategy

Infrastructure

Call Center Services & Support

Online Marketing

Social Media

Pricing & Promotion Strategy

-Forecast Demand

-Customer Segmentation

-Length of Stay Pricing

-Packaging & Promotion

Guest selects desired

Upgrade(s)

Explanation of Upgrade Request

Process

eStandby Upgrade Promotionpowered by Nor1

AgendaRevenue Management

Pricing & Promotion Strategy

Infrastructure

Call Center Services & Support

Online Marketing

Social Media

Human Resources and Management Team• Consolidated, Multi-Property City and Regional Teams

• Dynamic, cutting edge team structure of discipline experts

• Kimpton University and Employee Development

• Be recognized by our employees as a “Best Place to Work”

Integrated, Automated Technology

• Integrated, Web-Based Reservations System

• Automated, Low Cost Connectivity to Distribution Partners

• Hotel Website Online Reservations Booking Engine

• Automated, Dynamic Revenue Management System through IDeaS

– Evaluates historical and recent trend information– Integrates competitor pricing strategy– Forecasts demand by room type and segment– Provides a multi-property group/meeting evaluation and pricing tool– Delivers automated pricing decisions 3x per day

AgendaRevenue Management

Pricing & Promotion Strategy

Infrastructure

Call Center Services & Support

Online Marketing

Social Media

Call Center Services & Online Response TeamFollowing up on a lead within 24 hours increases your chances of closing the sale by 80%

-24 x 7 Dedicated Call Center Support-Dedicated Service Desk/Email Response Team

AgendaRevenue Management

Pricing Strategy

Infrastructure

Call Center Services & Support

Online Marketing

Social Media

Comprehensive Online Presence and Proactive eStrategy

-Content Management

-Images & Virtual Tours

-SEO/PPC

-eMarketing Partnerships & Distribution

Online Marketing

AgendaRevenue Management

Pricing Strategy

Infrastructure

Call Center Services & Support

Online Marketing

Social Media

Social Media

Facebook/MySpace

Blogs and ‘Flogs’

Virtual Worlds

Guestbook

HotelChatter.com

Travel 2.0 / User-Driven Content

•Can offer very positive comments•Can also hurt a property if content is negative – the hotel cannot control the content

ApartmentReviews.net

ApartmentRatings.com

Dynamic, fast paced world of Revenue Management & Distribution

Consumer trends and expectations are high- Answer the phone…Call me back NOW- Photos and Image Galleries make a BIG

difference- Unofficial Content WINS every time

Leverage resources to impact opportunities within major market segments with the biggest ROI

Keep it simple

Summary

Thank You!