Maximize YOUR REVENUE

Transcription

1 Maximize YOUR REVENUE DIRECT WEB SALES ACCORHOTELS APP MARKETING MAGIC THE LOYALTY ADVANTAGE WORLDWIDE SALES POWER CLEVER CUSTOMERS CONTACT CENTERS REVENUE MANAGEMENT

2 DIRECT WEB SALES BOOST YOUR DIRECT ONLINE SALES WITH ACCORHOTELS.COM WHAT EXACTLY DOES YOUR PORTAL DO? WHAT ARE MY BENEFITS? 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 traffic. It stimulates your revenue. 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 AND IT EXTENDS YOUR GLOBAL SALES REACH. 18 LANGUAGES N 1 HOTEL GROUP IN TERMS OF TRAFFIC (ex-usa, source comscore) 33 GEOLOCALIZED SITES 123 CURRENCIES PROCESSED 335 MILLION ANNUAL VISITS TO ALL ACCORHOTELS WEBSITES

3 ACCORHOTELS APP BOOK BUSINESS SUCCESS WITH OUR ACCORHOTELS APP WHAT S SO SPECIAL ABOUT THIS PARTICULAR APP? WHAT ARE THE BENEFITS FOR MY GUESTS? 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 offline 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. 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. Offline 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 + 65 % MOBILE BOOKINGS VERSUS % OF ACCORHOTELS WEB VISITS ARE FROM MOBILE DEVICES 4 DOWNLOADS PER MINUTE

4 MARKETING MAGIC BENEFIT FROM BRAND RECOGNITION AND INCREASE YOUR HOTEL REVENUE HOW CAN YOUR MARKETING STRENGTHEN MY BRAND? HOW DO YOUR TOOLS BENEFIT MY HOTEL? 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 campaigns. Strategic promotional offers. 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. 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-ofthe-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 7.5 MILLION FANS ON FACEBOOK, TWITTER, YOUTUBE, PINTEREST AND LINKEDIN 100 MILLION EUROS INVESTED IN AD CAMPAIGNS >195,000 PHOTOS IN THE ACCORHOTELS LIBRARY 1 BILLION PERSONALIZED S SENT 45 MILLION EUROS INVESTED IN KEY WORDS PURCHASE

5 THE LOYALTY ADVANTAGE USE LE CLUB ACCORHOTELS LOYALTY PROGRAM TO BUILD YOUR HOTEL REVENUE HOW CAN YOUR LOYALTY PROGRAM BRING MORE GUESTS TO MY HOTEL? WHAT ARE THE BENEFITS FOR ME AND 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 offer 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. 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, offering 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 nonmembers (average) More than 90% of the App AccorHotels bookings are generated by Le Club AccorHotels members OFFER YOUR GUESTS LE CLUB ACCORHOTELS. YOU WILL BE SURE TO KEEP THEM COMING BACK. ACTIVE MEMBERS BY CATEGORY ACTIVE MEMBERS BY ZONE OF RESIDENCE EUROPE* 20% 18% ASIA CLASSIC 80% 15% SILVER 3.5% GOLD 1.5% PLATINUM AFRICA 2% MIDDLE EAST 3% NORTH AMERICA 6% GERMANY 6% PACIFIC 9% 13% FRANCE 12% U.K. & IRELAND 11% SOUTH AMERICA 20,000 NEW MEMBERS PER DAY (AVG.) 79 % OF LE CLUB MEMBERS BOOK THROUGH ACCORHOTELS DIRECT CHANNELS 32 MILLION MEMBERS * Excluding France, Germany, U.K. & Ireland 30 % OF ACCORHOTELS ROOM REVENUE IS GENERATED BY LE CLUB MEMBERS

6 WORLDWIDE SALES POWER LET OUR WORLDWIDE SALES NETWORK REV UP YOUR REVENUE HOW DOES YOUR WORLDWIDE SALES NETWORK HELP ME? WHAT ARE THE BENEFITS FOR MY HOTEL? 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. 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 efficiency: ANAIS for easy contact management, Sales Campus to train your sales force, Easy Pitch to showcase your hotel digitally. 47 SALES OFFICES 660 MAJOR CLIENT ACCOUNTS WORLDWIDE >700 SALES REPRESENTATIVES 5.6 BILLION EUROS IN ANNUAL REVENUE

7 CLEVER CUSTOMERS CONTACT CENTERS OFFER YOUR HOTEL A HIGH-REVENUE SALES CHANNEL AND A CUSTOMER CARING APPROACH WHY DO I NEED ACCORHOTELS CUSTOMERS CONTACT CENTERS FOR HOW WILL YOUR CUSTOMERS CONTACT CENTERS BENEFIT ME AND MY GUESTS? 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 offer an Overflow call service that picks up calls after the 4 th ring. In 2016 our Overflow service managed 2.8 million received contacts for 1,750 hotels with an answer rate of 92% (Fairmont, Raffles 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 efficiently with their claims. And even manage their , postal mail, and social networks. 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 8.6 MILLION GUEST CONTACTS HANDLED 10 RESERVATION CALL CENTERS 7 CUSTOMER CARE CENTERS WORLDWIDE 900 RESERVATION AGENTS 150 CUSTOMER CARE AGENTS 18 RESERVATION LANGUAGES 13 CUSTOMER CARE LANGUAGES 1,750 HOTELS ALREADY USING OVERFLOW SERVICE * Opening hours depends on lines and markets.

8 REVENUE MANAGEMENT OPTIMIZE YOUR PROFITS WITH OUR REVENUE MANAGEMENT SOLUTIONS WHY ARE YOU SO SURE YOU CAN ENHANCE MY PERFORMANCE? HOW DO YOUR REVENUE MANAGEMENT OPTIONS BENEFIT ME? 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 We save you time so you can better focus on serving your guests We help you implement your RM and pricing tactics and efficiently pilot your room distribution Our on-demand solutions can let you offer your team a top-quality shared RM expert We ensure you of the best RM systems at the best prices 5 REVENUE MANAGEMENT PLANS TO ACCOMPANY YOUR HOTEL With 5 different 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 selfdiagnostic 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 1,900 HOTELS EQUIPPED WITH RM AND RMD SOLUTIONS + 5 % IN REVPAR PERFORMANCE FOR HOTELS USING RMD VERSUS NON RMD HOTELS 939 ACCORHOTELS REVENUE MANAGEMENT EXPERTS AROUND THE WORLD