Company Presentation Development 2016 - Cenk Ercins
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Company Presentation
Development
2016Corporate Overview
Introduction
Louvre Hotels Group has become one One of Europe’s most
of the largest hotel chains in the world dynamic players
Louvre Hotels Group is a Groupe du Louvre subsidiary run Louvre Hotels Group is harnessing its geographic breadth,
by Pierre-Frédéric Roulot. It was established in 1976 and comprehensive brand portfolio and team expertise to
joined the Starwood Capital Group investment fund in 2005. consolidate its presence in Europe and venture into
target territories such as Russia, Morocco, India, Brazil,
Louvre Hotels joined forces with the Golden Tulip the Middle East and China.
Hospitality Group in July 2009, when Starwood Capital took
over the latter. It now counts more than 1,150 hotels Louvre Hotels Group establishments can be broken down
ranging from 1 to 5 stars (6 brands) in 48 countries. into three categories: 22% fully-owned hotels (managed by
Louvre Hotels), 29% hotels run under a management
Since March 2015, Louvre Hotels Group is owned by Jin agreement (operated by Louvre Hotels Group within the
Jiang Group, China’s first hospitality conglomerate, owner, framework of a hotel owner’s mandate) and 49% hotels run
developer and operator of hotels across all market as a franchise (managed by the owner).
segments. Thanks to this partnership, the group now owns,
operates and franchises over 6,000 hotels and over
640,000 rooms in 55 countries, thus making it the 5th
international hospitality group.
Key figures for Louvre Hotels Group
• 6 brands, ranging from 1 to 5 stars
• 1 158 establishments in 48 countries
• 97 339 rooms
• 19 000 employees
Figures on 01/01/2016
3Introduction – Louvre Hotels Group
United
Kingdom
19 hotels Benelux
1,652 # 61 hotels
4,773 #
Germany Poland
16 hotels Austria
18 1 hotel
hotels 1,903 # 87 #
1,914# Hungary
1 hotel
France 121 #
Portugal
3 hotels 832 hotels
203 # 54,810# Switzerland Romania
1 hotel
5 hotels
61#
457 # 5th international group
Spain Bulgaria ≈ 6,000 hotels with
8 hotels 1 hotel 640,000 rooms
942 #
Italy
8 hotels 90 #
1199 #
Europe : 979 hotels with Serbia Cyprus
Malta 1 hotel
about 69,600 rooms 1 hotel 2 hotels
97 # 327 #
263 #
Première Classe Campanile Kyriad
Tulip Inn Golden Tulip Royal Tulip
Figures on 01/01/2016
Budget Economy Mid-Scale Up-Scale Luxury
4Introduction - Jin Jiang Group
A state controlled company, listed on the Hong Kong and Shanghai stock
exchanges.
First hospitality group in China and Asia
▪ 1 700 hotels over 11 countries in Asia
▪ 250 000 rooms
▪ New to come :
- The Shanghai Tower (632m/2073ft high, 121 floors) will include the first
ultra luxurious Premier category J Hotel (84-110 floors, 258 rooms).
Opening 2016.
- Shanghai Disney Resort. Opening 2016
Other activities:
▪ Transport: Rental car company (10,000 vehicles )
▪ Logistics: largest cold storage capacity of 500,000 m² in Shanghai
▪ Travel: 3rd travel operator in China (70 travel agencies)
▪ F&B: 480 food and restaurant outlets (owned and franchised)
Long term owner with well-established knowledge and
expertise in the Hospitality sector
Strategic actor in Asia, US and Europe
5A worldwide network
Russia
3 hotels
Central Asia
3 hotels
Europe
979 hotels
North America
1 hotel
Middle East
62 hotels
Asia Pacific
56 hotels
South America
40 hotels
Africa
14 hotels
6Do, dare, dream…
Do…
Firstly, this "do" culture of action, in-the-field and concrete work, is what drives us every day. It is an ability to
act quickly and effectively while providing the top level service that builds our strength and unique character.
Dare…
We are also characterized by a certain form of audacity, of non-conformism even, a different approach to the
hotel trade. I can feel it in our management style, our short-structured operating methods, in the variety of our
offers, in the wealth of our brands. We should continue to dare, invent, remain agile and uphold our
challenger's spirit.
Dream…
We are convinced that the expression of our long-term forward-thinking, fuelled by a dream and even certain
idealism, will give us the leading edge.
11The Brands
Première Classe Slogan: “The essential for a good stay”
259 hotels Launched in 1989
1 or 2 star* hotels with standardized concept
18 775 rooms
Limited service hotels offering good value for money
6 countries 66% of hotels are managed by Louvre Hotels (including 22% owned)
Campanile Slogan: “Change the way your stay”
377 hotels Launched in 1976
3 star* hotels with standardized concept
24 935 rooms
Full service hotels, including restaurant & meeting rooms
8 countries 77% of hotels are managed by Louvre Hotels (including 47% owned)
Kyriad Slogan: “More comfort, less conformity”
Kyriad Prestige Launched in 2000 and 2003 respectively
251 hotels 3 and 4 star* hotels, mostly located in France
15 796 rooms Non standardised product
2 countries Kyriad is primarily a franchise brand (6% owned hotels)
Figures on 01/01/2016
* International star rating
12The Brands
Tulip Inn Mid-scale hotel : 3 star* property (created in 1993)
Non standardised hotels
87 hotels
Comfortable and functional accommodation along with
9 163 rooms friendly service
28 countries Hotels designed to offer an exceptional value for money
Golden Tulip Upper-scale hotels : 4 star*property (created in 1962)
Full service hotels, incl. restaurant & meeting rooms
164 hotels
Modern facilities, personal service and international
22 996 rooms standards of comfort
37 countries Non standardised product
Royal Tulip Luxury hotels : 5 star* property (created in 2006)
Non standardised product: security, exclusivity and
19 hotels
discrete excellence
5 320 rooms Elegant and luxurious facilities with a deluxe level of
12 countries comfort and refined services, and ultra-modern amenities
Figures on 01/01/2016
* International star rating
13Louvre Hotels Group in images 14
Louvre Hotels Group in images 15
An ambitious development strategy
44% of the Group’s hotel rooms are located outside France, up from 10% in 2007
65 hotels (7 967 rooms) opened in 2015 of which 34 management agreements.
Ambitious growth plan targeting more than 100 new hotels next year.
Louvre Hotels has already 59 hotels in the pipeline for 2016.
Strong growth is coming through the Golden Tulip brand in international market.
NUMBER OF ROOMS OPENED EACH YEAR SINCE 2010
12000
10000
NUMBER OF ROOMS
8000
6000
4000
2000
0
2010 2011 2012 2013 2014 2015
16An ambitious development strategy
Louvre Hotels and Magnuson Hotels partnership
In order to benefit from the increasing exchanges between Europe and North America, Louvre Hotels Group
and Magnuson have sealed a partnership in June 2015, thus creating the biggest distribution platforms
on their respective markets. With Jin Jiang, who will be interconnected with Louvre Hotels’ reservation
system, the platform will be worldwide.
Magnuson Hotels is America’s fastest growing brand and the biggest independent hotels group in the
world.
• Magnuson aims to provide guests with professional, comfortable, and economy hotels.
• In 2015, Magnuson operates more than 1 000 hotels mainly in North America (US, Canada, Porto
Rico, Bahamas)
• 150 of these hotels are opened three different brands :
- Magnuson Grand Hotels : upscale level hotels and resorts
- Magnuson Hotels : mid-priced to upper scale hotels and resorts
- M Star Hotels : Economy and upper economy hotels
17Focus on Selected Markets
Europe
2nd Largest
Morocco China
2nd Largest Largest
MENA Indonesia
rd
3 Largest Largest
East Africa
Largest
Brazil
3rd Largest
Figures on 01/01/2016
18Total Openings 2015
Other Europe
France
2015 :
13 hotels 2015:
1,581 # 19 hotels
1,761 #
Asia Pacific
Africa 2015 :
2015 : 23 hotels
3 hotels 3,359 #
354 #
South America Middle East &
North Africa
2015 :
4 hotels 2015 :
654 # 3 hotels
258 #
Tulip Inn Andora Delfos
Kyriad Desa Gumatti Bogor
Andorra
Golden Tulip Marseille centre Indonesia
180 rooms Golden Tulip M Hotel Seoul
France 150 rooms
210 rooms South Korea
Figures on 01/01/2016 430 rooms
19Recent Hotel Openings
FRANCE FRANCE
2014: 2015:
23 new hotels 19 new hotels
1,632 rooms 1,761 rooms
Kyriad Prestige Pau Zénith
57 rooms
Première Classe Laval
98 rooms
Campanile Clermont Ferrand Centre
96 rooms
Golden Tulip Marseille Aéroport
106 rooms
Figures on 01/01/2016
since Sept. 2014
20Recent Hotel Openings
OTHER EUROPE OTHER EUROPE
2014: 2015 :
2 new hotels 13 new hotels
187 rooms 1,581 rooms
Golden Tulip Amsterdam Riverside
132 rooms
Première Classe Hannover
74 rooms
Première Classe Berlin - Dreilinden
105 rooms
Figures on 01/01/2016
since 2013
21Recent Hotel Openings
SOUTH AMERICA SOUTH AMERICA
2014: 2015:
2 new hotels 4 new hotels
360 rooms 654 rooms
Golden Tulip Colinas
Brazil
126 rooms
Tulip Inn Campos dos Goytacazes
Brazil
160 rooms
Figures on 01/01/2016
Since August 2014
22Recent Hotel Openings
AFRICA
MIDDLE EAST
2015 :
3 new hotels 2014: MIDDLE EAST &
NORTH AFRICA
354 rooms 6 new hotels
2015:
576 rooms
3 hotels
AFRICA
258 rooms
2014:
4 new hotels
641 rooms
Tulip Inn Altaif, Taif
Saudi Arabia
Golden Tulip Essential Lagos Airport
84 rooms
Nigeria
75 rooms
Golden Tulip La Palisse Kigali
Nyamata, Rwanda
189 rooms
Figures on 01/01/2016
since 2014
23Recent Hotel Openings
ASIA PACIFIC ASIA PACIFIC
2014: 2015:
12 new hotels 23 hotels
1,898 rooms 3,359 rooms
Golden Tulip Manali
India
43 rooms
Golden Tulip M Seoul,
South Korea
430 rooms
Golden Tulip Essential, Pattaya, Thailand
98 rooms
Figures on 01/01/2016
since 2014
24Partnership Models
Partnership Models
To hotel owners, Louvre Hotels Group proposes 2 types of partnerships.
1 - Franchise agreement 2 - Management agreement
Franchise services Franchise services
+
Management and
operating assistance
26Partnership Models - Franchise
Through a Franchise agreement, the owner manages the hotel by his own, but benefits from the following services
provided by Louvre Hotels Group
1
•The hotel can use one of the Louvre Group brands: hotel signalization, corporate and
Brand commercial brochures as well as operational guidelines & manuals, access to the training
courses, etc…
2 •The hotel benefits from the global marketing and communication campaigns made by Louvre
Hotels Group worldwide. Our national and international sales teams are contracting with large
Sales & Marketing corporate and leisure accounts, and participates in all major industry events and tradeshows,
thus representing all hotels in the network.
3
•The hotel is part of the centralized reservation system and benefits from all distribution
Information System channels and information systems of the Group, including the corporate websites. In addition
each hotel has a dedicated hotel website.
4
•Louvre Hotels Group provides quality control of the hotel in order to ensure respect of the
Quality brand standards. A system of mystery guests is deployed to test the quality of product and
service regularly.
5
•Under Franchise agreement, a dedicated regional area manager from Louvre Hotels Group is
Operations assigned to each hotel to support the operational team on management and operational
issues. The regional manager visits each hotel on a regular basis.
27Partnership Models - Management
Through a Management agreement, the hotel owner benefits from all Franchise services, plus is supported by Louvre
Hotels Group team in the daily operations and commercialization of the hotel.
1
•Personnel management, including selection, hiring, training, assignment, transfer or
dismissal of the General Manager of the Hotel.
HR Management •Assistance in hotel staff management, including recruitment, salaries, benefits and
compensation definition
•Supervision of social issues and general social context
2
•Operational training developed and presented by Louvre Hotels Group executives, mainly on
the products, hospitality activities and systems of the Group.
Training •Support for additional training by functions (finance, quality, reservation) through a large
catalogue of available trainings
3
•Technical support and management of the legal issues
•Negotiation, preparation of the corresponding legal documents and signature of contracts
Legal Support •Initiation of any lawsuits or other appropriate legal actions directly related to the operation of
the hotel when necessary
4
•Annual Plan drafting
Finance Support •Analysis of financial and marketing reports and financial reporting to the owner
28Partnership Models - Management
5
•General organisation of the Hotel
•Determination of the purchasing policy: selection of goods and materials; setting-up and
maintenance of all inventories required for the proper operation of the Hotel; selection of
suppliers and negotiation of supply contracts in order to ensure that purchases are made on
Operation Support the best available terms
•Participation in the purchasing and procurement services of Louvre Hotels Group
•Quarterly meeting between Louvre Hotels Group operating team and the Owner to discuss
all relevant running matters regarding the operation of the Hotel
6
Pricing & Revenue •Determination of all prices, charges and rates, and in connection therewith, the supervision
and control of revenue and income’s collection for all services related to the Operation
Management department of the Hotel
29Partnership Models - Management
7
•Inspection of the Hotel by specialists in hotel management, maintenance and/or technical, finance or
Quality legal affairs (including , but not limited to, rooms, food and beverage management, marketing,
Supervision laundry, personnel, finance, accounting and audits, insurance and legal issues, engineering,
architecture)
8
•Direct assistance in establishing the annual marketing plan of the Hotel, including definition of the
sales policy, definition of the advertising policy, preparation of advertising documents and brochures
in accordance with Louvre Hotels Group templates, determination of yearly objectives regarding
Sales & occupancy, rates, revenue, clientele; determination of credit practices
Marketing
Support •Setting-up of sales methods and procedures relating to the various clientele segments and analysis of
results.
•Specific regional marketing actions performed by Louvre Hotels Group regional team
30Advantages of a Partnership
Direct impact from internal marketing campaigns and
corporate sales efforts
Marketing campaigns, loyalty programs, sales
A recognized and respected brand worldwide
representation, international exposure Strong core values
Broad multimedia exposure across the world
Dedicated staff trainings
A Training Academy providing local hotel staff with high-
Expertise and track record
level hospitality and functional trainings Over 50 years of hotel operations experience
More than 1 100 hotels in 46 countries
High-quality standards
An ambitious worldwide expansion plan supported
Brand standards are implemented to maintain Louvre
by financial means
Hotels Group position of quality brand provider
Constant growth of portfolio
Quality Assurance and brand manual are available to help
the hotel achieve its goal. Strong focus on international development
A tangible and close support to the operational
Global company, local presence and expertise
team
Expertise and global tools developed at central level to
Direct assistance on the support functions, such as HR
support each hotel operation and performance
management, Finance, Legal, Procurement
Local teams to better understand each market and local
Operational support to improve hotel’s operational and
culture, and better support hotels in each region
financial performance
Local marketing plan defined per region
Efficient fully-integrated reservation systems
Proven results
Counting with the most powerful reservations systems
Louvre Hotels Group commercial value drivers (sales, connecting your hotel to global distribution systems,
marketing and reservation tools) add measurable value call centers, e-commerce website
bringing significant growth in revenue.
31A choice of 6 brands from 1 to 5 star 32
The Brands
Summary of our Brands
Kyriad + Kyriad
Brand Royal Tulip Golden Tulip Tulip Inn Campanile Première Classe
Prestige
Logo
International Standards, Local Flavours
More Comfort, Less Change the way you The essential for a
Hotel Description
Full service luxury Upscale comfort with Uncomplicated and Conformity stay good stay
accommodation local flair convenient
Star Rating
Luxury Upscale Midscale Midscale Midscale Economy
International
N# of Hotels 19 Hotels 164 Hotels 87 Hotels 251 Hotels 377 Hotels 259 Hotels
N# of Rooms 5,320 Rooms 22,996 Rooms 9,163 Rooms 15,796 Rooms 24,935 Rooms 18,775 Rooms
N# of Countries 12 Countries 37 Countries 28 Countries 2 countries 8 Countries 6 Countries
Hotel Design Non-standardised Non-standardised Non-standardised Non-Standardised Standardised Standardised
Data as per 01/01/2016
34The brands Tulip Inn
International standards, local flavours
Created in 1993, Tulip Inn hotels are 3 star* properties in convenient locations, usually in city centers or close to
major access routes. Each hotel offers its own individual character, whilst reflecting the flavours of its location.
A growing international network in 27 countries
87 hotels
More than 9,160 rooms
Brand proposition: Comfortable, Welcoming, Value for money
The functional hotel lay-out and friendly service will suit the business traveller and leisure guest alike.
All hotels are designed to offer business and leisure travelers an exceptional value for money.
Hotels are non-standardized
Figures on 01/01/2016
36Gallery 37
Tulip Inn
Key Features
3-star “plus” full-service hotel
Minimum of 60 rooms
Minimum room size : 18 m² including bathroom
Estimated GFA: 32-34 sqm per room (depending on project)
Air-conditioning required
Flat-screen TV with choice of international channels + Pay-TV
Free wireless internet access throughout the hotel
Restaurant and bar area depending on location. Can be fitted with the Branch concept
but flexible to interpretation in line with the local environment
Meeting rooms optional depending on local market. “Simply Meet” concept (flexible and
fully equipped)
Secure private parking would be recommended in suburban locations.
Business corner in the lobby
Leisure facilities are optional
Tulip Inn can be divided into 2 types of properties:
Typical Tulip Inn room lay-out
Hotel: short stay business or leisure
Suites: long stay for business guests in city centre 33.5€
RvPAR
38Tulip Inn
Bedrooms & bathrooms
Efficient and functional design
Young but timeless look and feel
Use of natural materials
Functional large working area with adequate lighting
Flat screen TV and internet access in the room
High quality showers rather then baths
Composed by flexible elements so that the guest can easily
arrange the room to fit its needs
39Food & Beverage concept
The Branche concept has been specifically designed for the Golden Tulip Hospitality Group
and was shaped to offer our guests a place where they can feel comfortable at any time.
Branche is a turnkey concept which can be adapted on every market and is mainly inspired
by nature with relaxing and comfortable furniture.
It traditionally displays 3 open but identifiable modules: a restaurant, a bar and a lounge.
The restaurant offers both international classics and local specificities revisited in an healthy
style with essential elements in every restaurant:
Different type of tapas
Classic dishes
Gourmet desserts Branche Lounge Concept
Branche Bar, Golden Tulip Warsaw Branche Restaurant, Golden Tulip Essential Denpasar
40Celebrating diversity
Tulip Inn Zaragoza, Spain Tulip Inn Marne la Vallée, France
Tulip Inn Rotterdam, Netherlands
41Tulip Inn in Images
Oman,
Muscat
42Tulip Inn in Images
Savassi,
Brazil
43Tulip Inn in Images
Denpasar,
Indonesia
44The brands Golden Tulip
International standards, local flavours
Created in 1962, Golden Tulip is a brand of 4 star* properties by means of modern facilities, personal service and
international standards of comfort. Each hotel offers its own individual character, whilst reflecting the flavours of its location.
Core brand of the “Tulip” family
164 hotels
More than 22,990 rooms
In 35 countries across Europe, the Middle East & Africa, the Asian Pacific Region and the Americas
Brand proposition: Excellence, Authenticity, Comfort
The hotels enjoy perfect situation in business or leisure destinations, aiming to exceed guest expectations.
Figures on 01/01/2016
46Gallery 47
Golden Tulip
Key Features
4-star full-service hotel
Minimum of 60 rooms
Minimum room size : 22 m² including bathroom (33m² for Suites)
Estimated GFA: 36-38 sqm per room (depending on project)
Air-conditioning required
Flat-screen TV with choice of international channels + Pay-TV
Free wireless internet access throughout the hotel
Mini-bar
International press on offer
Restaurant and bar area with the “Branche” concept but flexible to interpretation in
line with the local market environment
Meeting rooms optional depending on local market. “We’ll meet again” concept
(flexible and fully equipped)
Executive lounge and business center
At least one leisure or extra service offered (fitness, tennis, spa, pressing, etc….)
Secure private parking required
Golden Tulip can be divided into 3 types of properties: Typical Golden Tulip room lay-out
Hotel: short stay business or leisure
Resort: short or long stay leisure
Suites: long stay for business guests in city centre
48Bedrooms & bathrooms Golden Tulip
Elegant & luxurious design with modern but classic look and feel
Use of natural materials and colors
Functional large working area with adequate lighting
Flat screen TV and internet access throughout the room
High quality bathroom fit out, spacious and clean atmosphere
Composed by flexible elements so that the guest can easily arrange
the room to fit its needs.
49Food & Beverage concept
The Branche concept has been specifically designed for the Golden Tulip Hospitality Group
and was shaped to offer our guests a place where they can feel comfortable at any time.
Branche is a turnkey concept which can be adapted on every market and is mainly inspired
by nature with relaxing and comfortable furniture.
It traditionally displays 3 open but identifiable modules: a restaurant, a bar and a lounge.
The restaurant offers both international classics and local specificities revisited in an healthy
style with essential elements in every restaurant:
Different type of tapas
Classic dishes
Gourmet desserts Branche Lounge Concept
Branche Bar, Golden Tulip Warsaw Branche Restaurant, Golden Tulip Essential Denpasar
50Celebrating diversity
Golden Tulip Millénaire - Saint-Priest Lyon Golden Tulip Opera de Noailles Paris
Golden Tulip Farah Casablanca
51Celebrating diversity
Golden Tulip Brussels Airport Golden Tulip Le SIlmandé, Burkina Faso
Golden Tulip Connext, Belém, Brazil
52Golden Tulip in Images
Cannes,
France
53Golden Tulip in Images
Farah Tanger,
Maroc
54Golden Tulip in Images
Paris
France
55Golden Tulip in Images
Noordwijk,
The
Netherlands
56Golden Tulip in Images
Accra
Ghana
57Golden Tulip in Images
Rio Vermelho,
Brazil
58Golden Tulip in Images
Seminyak
Bali,
Indonesia
59The brands Royal Tulip
Created in 2006, Royal Tulip encompasses 5 star properties offering the most elegant and luxurious facilities with a
deluxe level of comfort and delicate service.
Brand proposition: Rare, Faultless, Discerning
An exclusive group of hotels:
19 hotels
5,320 rooms
Situated in gateway city centres and business districts, all hotels are equipped with ultra-modern amenities to ensure
an exceptional stay.
Royal Tulip hotels also provide inspired gourmet dining outlets that offer guests a truly unforgettable culinary
experience.
Royal Tulip hotels provide the discerning traveller with security, exclusivity and discrete excellence.
Figures on 01/01/2016
61Gallery 62
Royal Tulip
Key Features
5-star full-service luxury hotel with state of the art equipment
Minimum of 60 rooms
Minimum room size : 26 m² including bathroom (39 m& for Suites and 78 m² for
Royal/Presidential Suites)
Minimum of 20% baths and bath + shower in the suites
Air-conditioning required
Flat-screen TV with choice of international channels + Pay-TV
Free wireless internet access throughout the hotel
Mini-bar
International press on offer
Iron board with iron, coffee & tea making facilities
Restaurant concept can be chosen from any of the Golden Tulip concepts or defined in
line with local market and hotel design
Executive lounge and business center
At least three leisure or extra services offered (fitness, tennis, spa, golf, pressing,
hairdresser, etc….)
Secure private parking required
63Bedrooms & bathrooms Royal Tulip
Design inspired, deluxe interior
Lush and elegant, but reserved and calm
Use of natural tones and ingredients
Spacious room, but not too empty
High technology with smart features
Inviting, natural bath room giving each guest an individual spa
experience
64Royal Tulip in Images
Alvorada, Brasilia Brazil
65Royal Tulip in Images
Almaty, Kazakhstan
66Royal Tulip in Images
Zhujiajiao, Shanghai, China
67Advantages of a Partnership Louvre Hotels Group Offers
Our Commitment
Our mission is to be the leading multi-
branded hotel chain, with an excellent care
for customers and staff, in those markets
where we choose to operate
Therefore, the group's common objective is to
maximize revenues and profits for our
hotels by utilizing all opportunities and
synergies the chain offers and through full
implementation of the brand formula.
Louvre Hotels Group is fully committed to
build a strong and efficient partnership with
hotel owners, helping them to develop their
business
In order to do so, we deploy a full set of
offers and actions for the benefit of each
hotel.
69Franchise package: a toolbox to be used by the hotelier
Quality Brand
Distribution
SOPs
channels
Support
functions
70Advantages of a Partnership Distribution channels
Distribution Landscape
Payment of
commissions
Applications RFP Tool
Brand Sites
Internet Call Centers GDS
Direct
Connect
72Value Drivers
GoldRes
GoldRes is the most comprehensive worldwide reservations system offering
access to all major GDS systems and Utell voice reservations centers worldwide,
as well as giving you the opportunity to apply sophisticated yield management
techniques to maximize business
Goldres is Golden Tulip’s central reservation system for all distribution
channel
• Global distribution systems (GDS)
• Call centres
• Internet
Through Goldres, all hotels are exposed to
• Over 1.000.000 travel agent terminals,
• 1.500 Internet sites and travel agency portals,
• 700 partner websites and
• 45 call centers around the world.
The benefits
• Update rates & availability immediately in one platform
• Real-time availability
• Dynamic reports for revenue and rate analysis
73Value Drivers
GoldRes
Goldres = Innovations
Pegasus, the system on which GoldRes is built, has been in the past shareholder of the Golden Tulip
chain. This privileged relationship allows Golden Tulip to be at the forefront of technology, to benefit
from new innovations and to test systems from Pegasus.
Golden Tulip has created a strong brand image within the travel trade and with bookers, being the first
hotel chain to:
Offer instant connectivity of rates and availibility with GDS
Guarantee rate parity across all channels
Offer « total pricing » strategy
Offer flexible pricing structure and clear commission indicators
Total Pricing
Seamless cancellation policy Commission indicator
74Websites & E-commerce
General Public
Corporate web site + 5 dedicated brand websites presenting
the network
Cross-brand reservation service which enables the customer
to see the maximum number of offers close to his/her
destination
Driving directions which enable the user to organise a trip and
receive a personalised map
A maximum number of special offers only available on the
web
Corporate web site
Professionals
An innovative and high-performance B2B website
Secure access to negotiated individual rates
Possibility to request an on-line quotation
Presentation of our full offerings, organised by
customer segment
New Brand websites since May 2014
75Smartphone application
“Hotel For You” for iPhone, Blackberry and Smartphone
Book your hotel room from your mobile device in
real time at the best available rate…all in only 4
clicks !
5 features to gain time:
Find the nearest hotel instantly thanks to geo-
localisation
Check availability in real time and get the best
available rates
Discover all the characteristics and available
services of your hotel (address, pictures, route
description)
Check on the map the most direct itinerary to
get to the hotel
Save your favourite hotels in personalised lists
76Loyalty program
Ambassador Club
The Golden Tulip Ambassador Club is the
company’s own loyalty scheme for bookers of
corporate room nights and business meetings.
The programme is specially designed to reward
people in charge of accommodation or meeting
reservations.
The member database of the Golden Tulip
Ambassador Club offers the hotels an excellent
communication tool, whilst providing a tool for
optimizing client retention
77Loyalty program
Flavours
Flavours is Golden Tulip’s loyalty program for
frequent guests, in which they save points for the
monetary value of their bookings.
Points can be redeemed for hotel stays or
exchanged for frequent flyer Miles of airlines
partners and gifts through the Flavours gift Shop
78Loyalty program
Connections
The Golden Tulip Connections program provides
access to the members of 9 frequent flyer loyalty
programs by allowing members to collect bonus
miles when staying at a Golden Tulip or Tulip Inn
hotel and vice versa allowing Golden Tulip to offer
special offers and promotions to these members via
the frequent flyer publications.
79Corporate Offering
A dedicated sales team to help companies make the most of their professional trips.
A dedicated B2B internet site: http://b2b.louvrehotels.com
World-wide key account contracts
Helho Pro: a payment card and a management tool for companies to help them optimise travels
expenses and avoid loosing time (centralized payments across the whole network, invoice
dematerialization).
Seminars: to help companies organise their business meetings in
France and Europe, we provide a fully-dedicated team for: 600
destinations, 20 to 200 guests staying full-board or half-board, or
for day-seminars.
Special reductions and programs for
associations and corporate events.
80Leisure Offers
A European team specialised in the management of individual customers or groups
Group offers
Central reservations team which pays attention to your requirements for over 600 destinations in Europe
(Paris, Warsaw, Barcelona, Loire Valley, etc.)
Tour operators and coach companies: we welcome your groups of 20 to 200 guests in our hotels most of which
have their own car parks and are located close to main road connections.
Sports offers
For your individuals and teams’ sports trips, the “Welcomsport”
program offers numerous advantages (www.welcomsport.com)
Dedicated rates or retrocession of part of expenses at the end of the
season
Specific services
Program available for Campanile, Kyriad and Kyriad Prestige
81Value Drivers
Central Meeting Line
Golden Tulip’s Central Meeting Line is a reservation service to facilitate the booking of
meeting facilities at hotels. Specialized booking agents assist personally in identifying the
hotel facilities that best meet the needs and criteria of the booker.
The special needs per booker are registered and stored to facilitate future bookings.
82Value Drivers
Leisure Marketing
Leisure Marketing
Golden Tulip’s Leisure Marketing develops and launches
promotional packages and rates towards the leisure guests
Prepay & Save
Stay more, save more
American Express Offers
These offers are promoted through the Golden Tulip channels
(website, e-newsletters, hotels), through printed advertisements and
through partners
83Quality
Quality Program
In order to safeguard the consistence of the brand across the network, Golden Tulip has a contract with BDRC for
several years
The UK based BDRC is the largest independent agency specialised in hotel consultancy and quality audits. The firm
realizes assignments in more than 50 countries across all hotel categories.
Based on these results, in each region one hotel is
awarded “Hotel of the Year”.
85Quality Program
How it works
Each hotel is visited by a Mystery-Guest every year
and receives a very detailed report stating all the quality
check-points verified during the visit
This report comes together with an audio-tape of the
telephone contact during the reservation
The visit is then followed up by an in-depth interview
with the Franchise Service Manager or Regional
Operations Manager to define the action plan put in
place, to improve the non-performing issues
Subject to two negative quality reports where a hotel
achieved below average score, the hotel risks being
excluded from the network
86Support functions and SOPs
Value Drivers
Marketing tools
Hotels and regions can benefit from different tool
kits enabling them to promote either the chain, one
of our brands, a specific hotel, any promotion…
Personalized materials (hotel brochure, factsheet…)
Printed materials (Hotel directory, chain posters…)
Templates for guideline (advertising….)
Moreover, the Marketing department circulates
newsletters every two months in 6 different
languages to promote the hotels, offers or
destinations.
Newsletters are being sent to large client base,
segmented as follows
Corporate
Leisure
Ambassador Club Members
Flavours Members
88Value Drivers
Operational value drivers
Monthly reporting reports
Golden Tulip provides hoteliers Golden Tulip offers various cost
extensive hospitality technological saving possibilities such as
solutions and recommendations agreements with credit card and
simplifying procedures and insurance companies.
increasing effectiveness of Furthermore the central
operations procurement system offers
Technological developments made competitive prices for food and
available for hotels include: non-food items from global
Preferred agreements with suppliers through chain-wide
selected third party vendors collective agreements
Revenue management systems
Property management, rate
comparison systems (Internet
rate Tracking software)
Search engine optimisation
Brochure production software
89Support Systems
Support
Dedicated Franchise Service Manager
Commercial Business Support Sessions
Continuous Business Analysis
Coordinated Sales Support Activities
Toolkits and manuals
Golden Tulip Training Academy
On-line access to all materials and systems via GoldNet
Golden Tulip’s FSMs
Training in Paris on
February 2014
90Brand standards and Operating procedures
Brand standards and procedures
Each hotel has direct online access to internal operating procedures and brand standards
Ledesk.com to access SOPs
91Dedicated teams & tools for hotel management
Strategy and action plan elaboration A weekly newsletter on business
with LHG support teams (Sales, news: “l’Actu”
Marketing, Pricing, HR, Purchase)
Supervision and support for food Revenue Management
safety: instruction manual and
audits
Cost control and financial reporting Budget & Accounting
92Louvre Hotels Group University
In 2012, Louvre Hotels Group launched its new corporate university, called U, in order to promote the integration of the
Group’s 19,000 employees worldwide and to improve their skills, using increasingly innovative teaching methods.
Teaching 100% of employees every year using innovative & entertaining methods:
From the basic trades all the way to advanced expertise, every one at Louvre Hotels Group beneficiates from a
personal training adapted to its needs and tailored for its individual career path.
Trainings focused on innovation in the hotel & catering industry:
In keeping with Group strategy and priorities, U is committed to training its employees for the changes in the hotel
& catering professions and to open up all of the programs and courses to its franchised partners.
U provides bespoke programs that aim to cover all of the new skills sets:
Revenue Management,
Distribution,
Sales,
Customer Relations
In order to facilitate everyone’s progress, U also dispenses comprehensive learning courses, such
as:
Integration courses like “Fast & Curious” for young graduates who want to become Hotel Managers;
Qualifying courses , like the “Operations Assistant Professional Qualification Certificate”;
Learning paths to enhance employee skills and progress within their position like “One Step Beyond”, which
successfully trains about thirty Hotel Managers every year with a 95% success rate.
93Revenue Management
Diagnosis Alarm Expertise
Diagnosis of the hotel Monitor the rate Advocate a pricing
situation & needs positioning strategy for hotel
Provide assistance Supervise rate Audit for hotels in
and training on the parities and opening difficulties
use of RM tools of channels
Provide a monthly
Support for the The use of inventory report with various
implementation of restrictions statistics
budgets
The use of promotion Provide
recommendations
and answer any
questions (dedicated
E-mail box)
Revenue Managers make diagnosis of hotel situation and then intervene as
trainer, alerter and expert.
94Purchase
PURCHASE INTRANET
An information tool containing the
All hotels (franchise/management/subsidiary) can benefit from
inventory of suppliers and fresh news
products & services with negotiated prices on recurring purchase.
LHG can handle the whole purchase process, from the need
expression to the contract drafting for non recurring purchase.
THE STORE
A purchasing system of approved suppliers for hotels
95LHG Technical Services
Our Value Proposition:
Optimize investments (Control the investment cost,
management of operations and functions)
Respect of Louvre Hotels Group brands standards
Management of risks and of legal conformity
Energy performance & maintenance
Our Technical Department offers 3 different services:
• Hospitality Technical Assistance
• Project Management Assistance
• Project Management Supervision
96For more information, please also visit our website: www.louvre-hotels.com
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