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01
18
Business, Customer & Digital
OUR BRANDS
OUR SERVICES
OUR FUTURE
WE ARE FAR MORE THAN A WORLDWIDE
LEADER. WE ARE MORE THAN 250,000
WOMEN AND MEN WHO SHARE
SOMETHING UNIQUE. EACH AND EVERY
DAY WE HOST THE WORLD. WE CARE
FOR MILLIONS OF PEOPLE. WE ARE ALL
M O V E D B Y C U R I O S I T Y. W E L O V E
BLENDING CULTURES. WE ARE PROUD
OF OUR DIFFERENCES. YES, WE LEAD
T H E W A Y. B U T W E W A N T T O G O
F U R T H E R . W I T H A U D A C I T Y, W I T H
I M A G I N AT I O N , W I T H PA S S I O N.
FEEL WELCOME
1
Editorial
Daring augmented
hospitality
The world is changing before our eyes HOTELS ARE MORE THAN EVER AT
and along arises a wealth of opportunities. THE HEART OF EVERYTHING WE DO.
Today, a hotel is about more than just Our role is to provide hospitality
a stay: it’s about new services, new ways expertise to all segments of the market,
to offer personalized experiences and from luxury to economy, Raffles to
unique emotions, with always the hotelF1. In this respect, the reinforcement
exceptional standards of hospitality of our distinctive portfolio with
that guests have come to expect from the purchase of Fairmont, Raffles,
AccorHotels. In short, our guests are Swissôtel and the launch of new brand
looking for augmented hospitality. JO&JOE, testifies to our continuing
commitment.
This is a far-reaching disruption for
our industry. It is a sea-change in the
relationship between hoteliers and “The hotel will be
customers, one that creates new demands,
desires and needs. AccorHotels
a place to make your
has been among the first to embrace life easier and to best
enjoy your time.”
this revolution by placing the customer
at the very heart of everything it does.
To that end, we have started making Simultaneously, our acquisitions in
our hotels even more customer-centric the lifestyle, luxury, private rentals,
and focused on the guest experience. collaborative workspaces, dining & event
We have invested in businesses and and premium concierge-service sectors,
brands that can bring innovative extra reflect our desire to expand the
services to the Group and to our guests. AccorHotels ecosystem of services.
We are bringing our new partners, their Because our conviction is that private
visions and skills into the AccorHotels rentals and new workspaces are an
universe to create exciting synergies opportunity and a natural extension
with our core business, in the aim of of our core skills, we invested in
being the world’s hospitality leader. onefinestay and Nextdoor, which offer
2 3
Editorial
premium locations with dedicated more efficiently and cost-effectively.
services and better quality of working A group dedicated to bringing new
life. The upscale event-management services to our guests and our neighbors,
and catering sector, home to recent to travelers and local communities while
investments into Potel & Chabot never forgetting the core values that
and Noctis, continues this wider vision underpin everything we do.
of hospitality.
Through our wide range of brands, we
That is also why we welcomed leading will continue to deliver great hospitality
concierge provider John Paul into the services and singular experiences Luxury & Upscale Midscale & Economy
——————— ———————
Group and recently launched AccorLocal. to guests. As true “Heartists”, our
employees - that are the living heart
“AccorLocal, of the group – will continue to be
attentive to guests’ needs and desires
a services offer made and to bring them the best of the
AccorHotels know-how whenever
to facilitate and enrich and wherever they need it.
the daily lives of our
“This is the new
neighborhoods 24/7.”
AccorHotels, a group
Beyond its steady growth potential,
the personalized-services market also
pioneering augmented
fits into our overall vision. In short,
we want to take the idea of hospitality
hospitality.”
where it has never gone before, so we AccorHotels’ vision of the hospitality
are expanding into augmented of tomorrow begins by making it the
hospitality services and solutions hospitality of today. And it starts every
dedicated to our owners, partners, day by living up to the promise of our Private Rental Coworking Concierge Dining & Events Digital Solutions
guests and employees. group’s motto – to always make you ——————— ——————— ——————— ——————— ———————
Feel Welcome
Additionally, with Fastbooking, Availpro,
Verychic and Gekko, we have strengthened
our position in the market of digital
solutions for hotels, offering tools that Sébastien Bazin
help hoteliers to reach online travelers Chairman and CEO
H OS P I TA L I T Y E X P E R I E N C E S
4 5
Acting Here
Our passion for
hospitality goes
beyond the walls
of our hotels
Imagine a city with 500,000 inhabitants.
Imagine thousands of lives crossing paths Every day we welcome
on a daily basis. Imagine hundreds of
thousands of people with access to food,
500,000 guests, who stay and
heating, lighting, washing facilities and
supplies. That city is AccorHotels, the
eat at one of our 4,300 addresses.
world’s leading hotel operator with That’s 140 million towels washed and
4,300 hotels in 100 countries, serving over
120 million guests and 200 million meals 200 million meals served, each year.
each year.
We have long been fully aware of the
challenges this represents and of our
responsibility as a company and economic
player. We have always been fully committed
to limiting the negative impacts of our Plant for Healthy & Urban Sustainable
activity and creating tangible benefits for the planet sustainable vegetable buildings
our employees, guests, suppliers, partners 1 tree is planted food in our gardens 100%
and host communities. every minute restaurants 1,000 of renovated
with our Food waste: by 2020 or new hotels
reforestation will be
Our Group is going through a deep strategic - 30%
programme low-carbon
by 2020
and cultural transformation that is by 2020
encouraging us to go beyond our limits,
surprise and invent new types of hospitality.
As a leader, we believe in inspiring and
encouraging as many as possible to follow
our lead to ensure positive outcomes
and curb our negative impacts.
Diversity WATCH Solidarity at
So every day our 250,000 employees 35% of hotel We Act Together AccorHotels
around the world demonstrate their
General Managers for Children +80% of hotels
will be women +90% of hotels involved in a citizen
commitment to making the world a more by 2020 implement our or solidarity project
welcoming place, driving us towards our programme against
ambition: bringing positive hospitality child sexual
exploitation
wherever we are.
6 7
Content
58 138
Economy Brands Dining & Events
120
14
60 ibis 140 Potel et Chabot
62 ibis Styles Private Rental 142 Noctis
64 ibis budget
Luxury & Upscale 66 JO&JOE 122 onefinestay
Brands 68 hotelF1
16 Raffles 78 144
20 Orient Express
Mastering
22 Banyan Tree
Development Digital Solutions
24
26
Sofitel LEGEND
Fairmont 70 126 146 Availpro/Fastbooking
28
30
SO/
SOFITEL
Guest Experience 80 AccorHotels opens
1 hotel every 33 hours
Coworking 148 Gekko Group
150 VeryChic
32 Rixos
34 MGallery by Sofitel 72 Restaurants & Bars 128 Nextdoor
36 Pullman 74 Wellness 130 Mama Works
38 Swissôtel 76 Meetings & Events
40 Angsana
42 Twenty-five hours hotels
44
46
Grand Mercure
The Sebel 84
Business, Customer
& Digital
48 88 Boost hotels’ visibility
132
Midscale Brands 97 Maximize hotels’ revenue Concierge Services
104 Develop new markets
50 Novotel 109 Retain customers 134 John Paul
52 Mercure 116 Best solutions for business 136 AccorLocal
54 Adagio
56 Mama Shelter
8 9
HOSPI TALITY
At AccorHotels, hotels are in our name and always strive with the same passion and energy
our DNA. Which is why we will always offer a to bring innovative ideas and new services to
full range of hotel experiences, so our guests traditional hospitality. Because at AccorHotels,
will always find a brand to suit their budget we are all dedicated to one goal: ensuring that
and needs. And why, from the top of our range 24 hours a day, 365 days a year, our guests
to the most economical, the luxury five-star always feel welcome.
palace to the smart budget hotel, we will
10 11
Overview
29%*
Europe
1,250 HOTELS
176,400 ROOMS
—————
4%*
North America
80 HOTELS 23%*
27,700 ROOMS France
—————
1,585 HOTELS
143,900 ROOMS
————— 27%*
Asia-Pacific
835 HOTELS
168,400 ROOMS
AccorHotels,
—————
8%*
a worldwide Africa,
hotel operator Middle East
205 HOTELS
47,900 ROOMS
4,300 hotels 8%* —————
620,000 rooms Latin America
and Caribbean
Nearly
100 countries 330 HOTELS
51,700 ROOMS
25 hospitality brands ————— AccorHotels is the world’s leading hotel operator, as well as
a market leader in Europe, Latin America, Middle East & Africa
and Asia-Pacific. We operate over 2,260 HOTELS under direct
1 HOTEL OPENED management contract and an additional 2,040 HOTELS under
EVERY 33 HOURS * As a percentage of total number of rooms
franchise contract. Every night, we welcome over 500,000 GUESTS
of Accorhotels managed and franchised hotels in 4,300 HOTELS in 100 COUNTRIES.
12 13
LUXURY
& UPSCALE
BRANDS
At AccorHotels, luxury is, above all, a question of experiences. Our service is as
discreet as it is impeccable and always has an eye on the details. It opens the
doors to worlds in which refinement meets the magic of enchanting destinations.
Our Luxury & Upscale brands and hotels are an invitation to discover their
prestigious heritage, while experiencing the best of local culture.
14 15
Raffles Singapore
An Oasis for the Well Travelled
A true pioneer of worldly elegance It should be warm, welcoming, generous
and hospitality. An iconic brand where in spirit and unique to the destination.
each Raffles hotel offers gracious warm From the doorman with impeccable
and discreet service, delivering emotional manners and a warm personality, to the
luxury to the well travelled guests. Raffles Bed, fit for royalty, grand, sump-
Legendary service since 1887. Arriving tuous and irresistible.
at Raffles is a special experience.
11 hotels 1,927 rooms 10 countries
ASIA EUROPE FRANCE MIDDLE EAST & AFRICA
6 hotels 1 hotel 1 hotel 3 hotels
1,041 rooms 185 rooms 149 rooms 552 rooms
PIPELINE
8 hotels 1,049 rooms 7 countries
84% of guests qualify Raffles as iconic
raffles.com 16 17Raffles Istanbul, Turkey Le Royal Monceau Raffles Paris, France Raffles Dubai, United Arab Emirates
Le Royal Monceau Raffles Paris, France Raffles Dubai, United Arab Emirates
Raffles Istanbul, Turkey Raffles Singapore
TUR K E Y SI N GA POR E F RA N CE U N IT E D A R A B E M I R AT E S
Raffles Istanbul Raffles Singapore Le Royal Monceau, Raffles Paris Raffles Dubai
An oasis of calm and cool, rising above this
A century after its opening, the hotel was declared a National Just steps from the Champs-Élysées and A surprising, chic merging of Asian style
ancient and bustling metropolis. This luxury
Monument by the Singapore Government and today, its colonial Arc de Triomphe, Le Royal Monceau, with an Egyptian aesthetic, Raffles Dubai is
hotel in Istanbul is a stunning vantage point
architecture is beautifully preserved, allowing it to stand out Raffles Paris is the most exciting palace perfectly positioned in the heart of the city,
for all that the city has to offer.
from the contemporary style of its surrounding neighbours luxury hotel in the City of Lights, combining delivering the unexpected luxury of space,
in the business and civic district. Parisian chic with relaxed sophistication. impeccable service and sophisticated style.
18 19Mysterious stopovers FASCINATING · BOTH JOURNEY AND DESTINATION A cosmopolitan icon for over 130 years, Orient Express remains the very definition of timeless luxury. This legendary blend of exotic opulence and rare refinement will soon be transported to a new global collection of Orient Express hotels, taking travellers on a new journey into absolute sophistication. Rare know-how and noble materials echo the original train’s splendour, creating a permanent experience marked by emotion and wanderlust. Transported by this special sense of style and the promise of radical change from the everyday, Orient Express beckons you to discover another way of travelling, living and seeing the world: a culture. PIPELINE A collection of 10 properties by 2025 orient-express.com 20 21
Banyan Tree Phuket, Thailand
A sanctuary
for the senses 23 hotels
ROMANCE · AWE-INSPIRING · SANCTUARY 2,559 rooms
SUSTAINABILITY 10 countries
AMERICAS
2 hotels
177 rooms
Banyan Tree offers peaceful havens to rejuvenate ASIA
PACIFIC
the mind, body and soul in awe-inspiring locations 19 hotels
around the globe. Each hotel, whether in iconic 2,230 rooms
cities or stunning natural locations, allows guests MIDDLE EAST & AFRICA
2 hotels
to rediscover the romance of travel, while enjoying 152 rooms
authentic and memorable experiences.
PIPELINE
14 hotels
1,874 rooms
5 countries
Banyan Tree Bangkok, Thailand Banyan Tree Seychelles
banyantree.com 22 23Live the Legend
ELEGANT · HERITAGE · LEGENDARY · TIMELESS
Legendary addresses where heritage is infused with
French Art de vivre. Think legendary architecture
and locations, luxurious experiences for ultimate indulgence.
Sofitel LEGEND Santa Clara Cartagena, Colombia
5 hotels AMERICAS
1 hotel
123 rooms
EUROPE
1 hotel
177 rooms
873 rooms ASIA-PACIFIC MIDDLE EAST
2 hotels & AFRICA
5 countries 435 rooms 1 hotel
138 rooms
Sofitel LEGEND People’s Grand Hotel Xian, China
sofitel.com 24 25Unforgettable.
Since 1907.
CHARISMATIC · THOUGHTFUL
CHERISHED · EXCEPTIONAL
Celebrating the heart of the destination
through strong community connections,
engaging personalized service and
thoughtful attention to detail, Fairmont
guests feel cherished and exceptional.
Experience Fairmont’s grand presence
through its distinctive awe-inspiring
public spaces, locally inspired design,
and legendary hospitality to understand Fairmont Baku Flame Towers, Azerbaijan Fairmont San Francisco, United States
why Fairmont has been unforgettable
since 1907. Fairmont Le Montreux Palace, Switzerland
76 hotels
29,697 rooms
25 countries
AMERICAS ASIA
41 hotels PACIFIC
18,514 rooms 10 hotels
3,273 rooms
EUROPE
8 hotels MIDDLE
2,086 rooms EAST &
FRANCE AFRICA
1 hotel 16 hotels
602 rooms 5,222 rooms
PIPELINE
21 hotels
6,939 rooms
15 countries
72%
of guests say Fairmont makes
them feel like they are in the
heart of the destination
Fairmont The Savoy London, United Kingdom
fairmont.com 26 27Feel the Pulse
REBELLIOUS · PLAYFUL · ENERGIZED · AUDACIOUS
A vivid cocktail of sophistication and style.
An audacious burst of local energy that is both luxurious
and playful. An edge that sets the experience apart.
Fashionable and social, it’s about being the place to be
and be seen, connecting the like-minded.
SO/ Singapore
SO/ Hua Hin, Thailand
5 hotels
619 rooms
3 countries
EUROPE
1 hotel
78 rooms
ASIA-PACIFIC
3 hotels
449 rooms
MIDDLE EAST
& AFRICA
1 hotel
92 rooms
PIPELINE
8 hotels
1,274 rooms
7 countries
91%
SO/ outperforms
competitors
on E-reputation
performance score
SO/ Bangkok, Thailand
sofitel.com 28 29SOFITEL London St James, United Kingdom SOFITEL Bangkok Sukhumvit, Thailand
126 hotels
31,939 rooms
43 countries
AMERICAS ASIA
Life is
14 hotels PACIFIC
3,334 rooms 53 hotels
15,481 rooms
EUROPE
22 hotels MIDDLE
Magnifique
5,125 rooms EAST &
AFRICA
FRANCE
25 hotels
12 hotels
6,386 rooms
1,613 rooms
MODERN PIPELINE
·
CHIC 20 hotels
·
FRENCH ART DE VIVRE
5,197 rooms
· 16 countries
LOCAL ESSENCE
2/3
of guests associate Sofitel
with French Art de Vivre
Imagine modern, luxury hotels
where the essence of each
destination is artfully blended with SOFITEL Paris Le Faubourg, France
French Art de vivre to create
sophisticated and exceptional
experiences. SOFITEL addresses are
sought after by modern voyageurs
with an innate sense of style.
sofitel.com 30 31Natural entertainers
RESORTS · ENTERTAINMENT · GOURMET · FAMILY FUN
Rixos Premium Belek, Turkey
Rixos Premium Göcek, Turkey
22 hotels EUROPE
12 hotels
ASIA
4 hotels
PIPELINE
4,637 rooms 799 rooms 9 hotels
8,244 rooms MIDDLE EAST 2,531 rooms
& AFRICA
6 countries 6 hotels
2,808 rooms
4 countries
Dedicated to offering traditional Rixos Premium Bodrum, Turkey Rixos The Palm Dubai, United Arab Emirates
Turkish hospitality and a unique
spa experience in the finest
surroundings and a luxurious
ambience. Rixos provides an
outstanding resort experience
with professional entertainment
and sports. At Rixos, the
all-inclusive is all-exclusive. Rixos The Land Of Legends Theme Park, Turkey
rixos.com 32 33MGallery Queens Hotel Cheltenham, United Kingdom MGallery Hotel Le Louis Versailles Château, France
A collection of storied
boutique hotels
DELIGHTFUL · SINGULAR · INSPIRING · ENRICHING
MGallery is a collection of storied boutique hotels
to discover the world and beyond, providing a
delightful and unique experience inspired by
the local essence of the hotel and its authentic
story. With 91 addresses globally, each MGallery
location leaves guests enriched with a collection
of emotions that make their stay truly memorable.
91 hotels AMERICAS
3 hotels
FRANCE
27 hotels
PIPELINE
79%
359 rooms 1,997 rooms 34 hotels of guests associate
9,495 rooms ASIA-PACIFIC MIDDLE EAST
4,425 rooms
MGallery with storied
boutique hotels
& AFRICA
25 countries
29 hotels
3,384 rooms 5 hotels
668 rooms 20 countries
EUROPE
27 hotels
3,087 rooms
MGallery Muse Bangkok Langsuan, Thailand MGallery Molitor Paris, France
sofitel.com 34 35Our world is your playground
PIONEERING · STYLISH · ACCOMPLISHED · INVIGORATED
Pullman The Park Lane Hong Kong, China
Pullman Kaifeng Jianye, China Pullman London St Pancras, United Kingdom
Pullman Sao Paulo Vila Olimpia, Brazil
Hotels and resorts in tune with today’s mobile world,
blending peak performance and personal well-being.
A dynamic hub where modern global nomads can feel
accomplished and invigorated, where they know they belong.
Spacious meeting rooms with the newest technology,
immersive art, and modern guest rooms with great sleeping
comfort. And above all, an engaged and proactive team
that provides everything our guests need to work efficiently
and enjoy effortlessly.
121 hotels 36,174 rooms 33 countries
AMERICAS ASIA-PACIFIC EUROPE FRANCE MIDDLE EAST
8 hotels 71 hotels 19 hotels 11 hotels & AFRICA
2,708 rooms 21,277 rooms 4,853 rooms 3,342 rooms 12 hotels
3,994 rooms
PIPELINE
53 hotels 14,975 rooms 19 countries
#1 The most associated brand with contemporary design in its category
Pullman Bangkok King Power, Thailand
pullman.com 36 37Life is a journey.
Live it well
SWISS HOSPITALITY · RELIABLE · RECHARGED · AT EASE
Swissôtel Zurich, Switzerland
Contemporary hotels
designed with the quality
and care of Swiss hospitality.
We are Swiss at heart and
global by nature.
We offer guests the quality
of life, vitality and peace of
mind they need to explore
the world and discover life’s
true rewards.
Swissôtel Zurich, Switzerland
Swissôtel Resort Bodrum Beach, Turkey
31 hotels
13,431 rooms
Swissôtel The Bosphorus Istanbul, Turkey
17 countries
AMERICAS EUROPE
3 hotels 12 hotels
1,281 rooms 3,101 rooms
ASIA-PACIFIC MIDDLE
12 hotels EAST &
5,318 rooms AFRICA
4 hotels
3,731 rooms
PIPELINE
19 hotels
4,780 rooms
13 countries
Swissôtel The Bosphorus Istanbul, Turkey
87/100
High E-reputation performance &
positive guest perception
swissotel.com 38Sensing the moment
BONDING · VIBRANT · LOCAL CHIC · ADVENTURE
Angsana brings the adventure back into travel whatever your
age or reason to visit. Intertwining local chic and a vibrant
fun-filled atmosphere, Angsana offers amazing destination
playgrounds across the world. Each hotel is uniquely designed
to provide spacious stylish rooms and suites, perfect for
couples, families and groups of friends.
Angsana Xi’an Lintong, China
13 hotels 1,630 rooms 8 countries
ASIA-PACIFIC MIDDLE EAST & AFRICA
11 hotels 2 hotels
1,538 rooms 92 rooms
PIPELINE
10 hotels 1,906 rooms 5 countries
Angsana Velavaru, The Maldives
angsana.com 40 41Let’s spend the night together
FUN · STORY · DEMOCRACY · PROFESSIONALISM
At 25hours, we create individualized, made-to-measure hotels with personality in vibrant cities.
Every unique, playful 25hours hotel has a soul inspired by its location and shaped by the art,
culture, gastronomy and stories of its surroundings. And each one is centered around a surprising
Social Hub, a space where global travelers and local guests can meet and form a dynamic
and adventurous community. 25hours Hotel Hamburg Number One, Germany 25hours Hotel Frankfurt The Goldman, Germany
25hours Hotel Bikini Berlin, Germany
10 hotels PIPELINE
3 hotels
1,347 rooms 841 rooms
3 countries in Europe 2 countries
25hours-hotels.com 42 43 25hours Hotel Hamburg HafenCity, GermanyBringing
Stories to Life
AUTHENTIC · WELCOMING
CAPTIVATING · REFINED
Each Grand Mercure is a touchstone
rooted in its destination that invites
the discovery of authentic cultures and
traditions. Rich narratives from our
warm and engaging staff bring stories Grand Mercure Beijing Dongcheng, China Grand Mercure Wellington, New Zealand
to life, while always delivering the
universal sense of elegant hospitality. Grand Mercure Danang, Vietnam Grand Mercure Rio de Janeiro Riocentro, Brazil
48 hotels
11,086 rooms
12 countries
AMERICAS MIDDLE EAST
7 hotels & AFRICA
1,856 rooms 2 hotels
552 rooms
ASIA-PACIFIC
39 hotels
8,678 rooms Grand Mercure Qingdao Nanshan Resort, China
PIPELINE
26 hotels
6,185 rooms
11 countries
grandmercure.com 44 45Expect nothing less
ELEGANT · STYLISH · INTELLIGENT · INDEPENDENT
Beautifully designed, The Sebel Hotels & Apartments is a stylish
place to relax and unwind. Like a warm welcome, The Sebel
experience is intimate, curated and carefully attended to.
The Sebel Pinnacle Valley, Australia
The Sebel Palm Cove Coral Coast, Australia The Sebel Melbourne Flinders Lane Australia The Sebel Auckland Viaduct Harbour, New Zealand
25 properties
1,622 spaces
3 countries
in Asia Pacific The Sebel Melbourne Docklands, Australia
PIPELINE
5 aparthotels
503 spaces
2 countries
The Sebel
Twin Waters,
Australia
thesebel.com 46MIDSCALE
BRANDS
Spaces for living, inspired by places and people. Spaces that are resolutely
about showcasing lifestyles. AccorHotels’ Midscale brands offer as many
experiences as there are desires. Whether traveling alone, as a couple or
a family, or for business, there is always a Midscale brand ready to meet
all your needs.
48 49So much to live 496 hotels
96,771 rooms
Novotel London Canary Wharf, United Kingdom
EASIEST LIVING EXPERIENCE
MODERN DESIGN · RELAXED & LIVELY PEOPLE
58 countries
AMERICAS EUROPE
34 hotels 158 hotels
Every Novotel is a destination in itself. Helped 6,877 rooms 30,666
rooms
by relaxed and lively staff, guests are free to live ASIA-PACIFIC
as they want everywhere in the hotel. Design that 141 hotels FRANCE
35,172 rooms 133 hotels
is aesthetic and functional, modern and timeless, 17,884 rooms
MIDDLE EAST
simple and statutory, gives each hotel a spirited & AFRICA
atmosphere. Making each one the perfect spot 30 hotels
to have a drink and a bite, work, play or just relax. 6,172 rooms
Guests feel at ease, wherever they are from or PIPELINE
however they arrived, solo or as a family.
At Novotel, guests can live life to the fullest. 114 hotels
26,506 rooms
40 countries
Top 3
In the top 3 best known midscale
brands in 20 markets
Novotel London Canary Wharf, United Kingdom
Novotel Bangkok Platinum, Thailand Novotel Sydney on Darling Harbour, Australia Novotel Paris Montparnasse, France
novotel.com 50 51Mercure Maldives Kooddoo Resort, Kooddoo Island Mercure Budapest City Center, Hungary
Travel made authentic
MOST AUTHENTIC EXPERIENCE · LOCALLY INSPIRED DECORATION
GENUINE & ENTHUSIASTIC PEOPLE
Mercure
Istanbul Topkapi, Turkey
Every Mercure is a portal Mercure Berlin Wittenbergplatz, Germany
to a destination. Its staff are
genuinely knowledgeable about
the city and every detail of
the decor tells a story about
Mercure Wroclaw Centrum, Poland
the location and its cultural
heritage. While every Mercure
hotel is unique, all share the
same passion for high-quality
services. So from the moment 779 hotels AMERICAS
66 hotels
EUROPE
324 hotels
PIPELINE
#1
8,613 rooms 41,659 rooms 125 hotels Highest premium
our guests step inside a Mercure
– be it in Paris, Rio or Bangkok –
100,160 rooms ASIA-PACIFIC FRANCE
22,017 rooms
perception of
the largest mid
61 countries
119 hotels 245 hotels
brands worldwide
they are immersed in their
destination. Mercure: travel
21,068 rooms 23,791 rooms
33 countries
MIDDLE EAST
made authentic. & AFRICA
25 hotels
5,029 rooms
mercure.com 52 53Your second home
to stay, live, enjoy
URBAN · COMFORT · FLEXIBILITY
Adagio Paris Bercy Village, France
105 aparthotels 11,459 rooms 11 countries
AMERICAS EUROPE FRANCE MIDDLE EAST
9 hotels 16 hotels 71 hotels & AFRICA
1,116 rooms 1,977 rooms 7,687 rooms 4 hotels
679 rooms
How do you stay away from home and enjoy real PIPELINE
at-home comfort while discovering a new city ?
Adagio Aparthotels offer functional apartments 44 aparthotels 6,671 apartments 11 countries
with the advantage of dedicated hotel services
and natural hospitality. Located in the heart of #1 Aparthotels network in Europe
cities, over 100 addresses in the world, the brand
has three product ranges : Adagio, Adagio access
and Adagio premium.
adagio-city.com 54 55Mama Shelter Rio Santa Teresa, Rio de Janeiro, Brazil
Mama loves you
BEAUTIFUL · CHIC · AFFORDABLE · FUN AND FRIENDLY
Mama is much more than somewhere to eat and sleep. It’s an urban kibbutz,
a lively place for meeting and sharing. Mama is like motherly love.
It’s like being in her arms—cosy and snug, a sanctuary, somewhere that feels good.
Mama also feeds you like a mother, with generous, unique dishes designed by
fantastic chefs. Like a mother, Mama just wants to take care of you!
Belgrade Bordeaux Los Angeles Lyon Marseilles Paris Rio
Mama Shelter Los Angeles, Unites States
Mama Shelter Bordeaux, France
Mama Shelter Lyon, France
7 hotels 797 rooms 3 countries
AMERICAS FRANCE
3 hotels 4 hotels
248 rooms 549 rooms
PIPELINE
4 hotels 759 rooms 3 countries
56% Revenue coming from F&B
Mama Shelter Lyon, France
mamashelter.com 56 57ibis Styles A Coruna La Corogne, Spain
ECONOMY
BRANDS
Comfort is priceless, and with AccorHotels’ Economy offer, it doesn’t cost the
earth. Our range of Economy brands, including the recently launched and
innovative JO&JOE, has a solution for everyone: hotels where all ages, needs
or budgets can find exactly what they need, always for the best price.
58 59For those who love
that extra touch
CONVIVIAL
COOL AND CONTEMPORARY
CARING AND PROACTIVE PEOPLE
ibis Lima Reducto Miraflores, Peru
Some people say you can’t put a price tag on great
comfort, service and experience; ibis says you can. Our
guests enjoy caring staff available 24/7, best-in-class
bedding, contemporary cozy rooms and feel-like-home
social spaces – always at the best price. Welcome to
Europe’s leading economy hotel brand!
1,137 hotels 145,081 rooms 67 countries
AMERICAS EUROPE MIDDLE EAST
156 hotels 360 hotels & AFRICA
22,993 rooms 48,252 rooms 48 hotels
8,628 rooms
ASIA-PACIFIC FRANCE
186 hotels 387 hotels
31,193 rooms 34,015 rooms
ibis One Central Dubai,
PIPELINE United Arab Emirates
159 hotels 24,186 rooms 42 countries ibis Saint Denis Stade Sud La Plaine Saint Denis, France ibis Cambridge Central Station, United Kingdom
#1 Best total awareness of economy brands in 14 key countries (>50%)
ibis.com 60 61ibis Styles Budapest City, Hungary
For those who love design
CREATIVE · ORIGINAL · TRENDY · GOOD HUMORED
Every ibis Styles hotel is a center of creativity, good humor and fun.
Each one is decorated around a theme, and no idea is too creative:
Alice in Wonderland, a farm in the middle of Paris, a journey through
the history of aviation. You name it, and there is an ibis Styles built
around it. Ibis Styles hotels also offer comfortable bedding, Wi-Fi and ibis Styles Wroclaw Centrum, Poland
even Family Suites for up to four people. Welcome to the most stylish
economy hotel brand !
SMILE
ibis Styles Liverpool Centre Dale Street, United Kingdom
422 hotels AMERICAS
27 hotels
EUROPE
113 hotels
PIPELINE
20%
3,410 rooms 11,200 rooms 156 hotels above the category
43,213 rooms
YOU ARE AT
brand average
ASIA-PACIFIC FRANCE 25,568 rooms on 25 markets in term
45 countries
83 hotels 187 hotels
of brand rate premium
13,299 rooms 13,390 rooms
38 countries perception
MIDDLE EAST
& AFRICA
12 hotels
1,914 rooms IBIS STYLES ibis Styles Ambassador Seoul Myeongdong, South Korea
ibis.com 62 63ibis budget Amsterdam City South Amstelveen, Netherlands
ibis budget Jakarta Tanah Abang, Indonesia
For those
who love
the best rates
ibis budget Marne-la-Vallée Pontault Combault, France SMARTEST · CONTEMPORARY
CASUAL AND FRIENDLY
Nifty, casual and at a dream price, this is ibis budget.
Contemporary rooms for one, two or three people, XL
showers, comfortable bedding, all-you-can-eat breakfast
buffet – all available at ibis budget hotels. For guests
who want to get the most for their money, welcome to
the smartest economy hotel brand !
ibis budget London City Airport, United Kingdom
588 hotels AMERICAS
40 hotels
EUROPE
173 hotels
PIPELINE
#1
7,891 rooms 19,283 rooms 85 hotels Best value
58,096 rooms ASIA-PACIFIC FRANCE
10,513 rooms
for money
perception versus
19 countries
35 hotels 336 hotels
competition in
4,274 rooms 26,164 rooms
18 countries 5 key markets
MIDDLE EAST
& AFRICA
4 hotels
484 rooms
ibis.com 64 65PIPELINE
open houses
2
rooms
339
Welcome to countries
the Open House 2
COOL · BLENDED · CARING
JO&JOE is a place
that’s uniquely designed
for millennials, locals and
66
travelers. It’s an Open House
that’s lively, affordable and
caring. A place where guests
are free to do just as they
please!
The first JO&JOE is now
bringing fun to Hossegor,
France, the second will
welcome guests in Paris
from late 2018, and 50
more will soon be open in
your favorite destinations.
JO&JOE Hossegor, France
joandjoe.comhotelF1, simplicity and
freedom #OnTheRoad
SMART · SURPRISING · EASY
Who hasn’t dreamed of traveling the roads of France and
adventuring off the beaten track? But where to stay? The answer
is hotelF1. For more than 30 years, our hotels have been offering
quality rooms at economy prices, so guests can continue enjoying
the freedom of life on the open road.
170 hotels 12,975 rooms 1 country (France)
hotelf1.com 68 69AT THE HEART
OF THE GUEST
EXPERIENCE
Today, a hotel is more than just a place to stay. It is the popular
restaurant where great-tasting food draws in the crowds. It is the
welcoming bar where locals and guests mix over exciting cocktails
in original spaces. It is the relaxing spa offering soothing treatments
and havens of calm. It is the perfect host for all types of meetings
and events. Today, at AccorHotels, a hotel is the new home of
services for all.
70 71Restaurants & Bars
-
AccorHotels is more
than a benchmark food
services operator.
Thanks to the unique
expertise of its
talented employees,
it is a creator of guest
experiences.
-
SO/ Bangkok, Red Oven, Thailand Fairmont Hotel Vier Jahreszeiten Hamburg, Germany Mama Shelter Paris, France
Seeking excellence
and authenticity
over over
9,000 80,000 200 €5
At AccorHotels, we have a mission to make restaurants and bars the heart and soul of our
hotels. So we are thinking like restaurateurs, delivering food and drink experiences that are
excellent, relevant and authentic. We are not doing this to be trendy, but rather to make
our restaurants and bars an essential part of the fabric of life in our cities and communities restaurants talented million billion in
–for travelers and locals alike. Accomplishing our mission will not only redefine the hotel industry, and bars employees meals a year revenue
but will also provide new levels of rewards for guests, owners, and the Group.
72 73Wellness
Re-energizing
experiences
Our attentive and generous
teams of thalassotherapy and
spa experts welcome our guests Pullman Shanghai, China
to relaxing, restful environments.
Pullman Kaifeng Jianye, China
They dispense both naturally
revitalizing seawater treatments
and a wide range of holistic
treatments and activities
inspired by traditions from
around the world.
14
Thalassa Sea & Spa
institutes
over
350
spas
Pullman Phuket Arcadia Naithon Beach, Thailand
over
500
fitness centers
74 75Meetings & Events Pullman Wenzhou, China Novotel London Canary Wharf, United Kingdom
25,000
event organizers
Meeting all ARE MEMBERS
OF THE MEETING
your needs
PLANNER LOYALTY
PROGRAMME
Meeting planner
With state-of-the-art equipment, innovative catering
and bespoke activities, our hotels, from luxury
to economy, ensure that every business event
is a success for our guests.
Pullman London St Pancras, United Kingdom
over
500
events a day
worldwide
2,400
hotels
13,800
meeting rooms
€900
million in revenue
76 77MASTERING
DEVELOPMENT
AccorHotels is fully committed to imagining the future
and ensuring the success of our partners by building
a long-term relationship. Their success is our success.
78 79AccorHotels opens 1 hotel
every 33 hours
Hotel Development Know-How
Benefit from the expertise and support of our local “hotel development” teams
to maximize your investment. We advise you on well-researched site location,
fully-accredited brand selection, fact-based project feasibility and metrics targeted
performance. Whether you are a real estate owner or developer, an independent
hotelier or an investor, whether converting an existing property or building
a new hotel, with a management or a franchise contract, you can rely on us to provide
a superior return on your investment.
ACCORHOTELS TOTAL ROOM PIPELINE
870 hotels +161,000 rooms 84 countries
By operating type By segment
73% management contract 28% luxury & upscale
27% franchise contract 34% midscale
38% economy & low cost
ORGANIC GROWTH IN ROOMS Sofitel Sydney Darling Harbour, Australia
38,000 41,000
36,000
30,000
23,000 Residential Development Expertise
We also bring unrivalled industry expertise to the development
of ‘branded private residences’ and extended stay ‘serviced +3,000
residences’. residential
2013 2014 2015 2016 2017 Our residential offering includes for-sale branded residences owners
which are typically co-located with a AccorHotels property
and sold to individual purchasers. They drive supplementary
revenue (F&B, spa…) to the hotel.
Proactive lead generation and sales advisory and marketing
support, coupled with a comprehensive residential owner
benefits offering, further extends the competitive advantage
260 hotels 40 hotels 370 hotels 110 developers enjoyed by our residential development partners.
Located in ultra-prime urban locations and the most sought
+20 branded
& 41,000 rooms & 11,000 rooms & 58,000 rooms in 30 offices residences
opened in 2017 acquired in 2017 signed in 2017 worldwide after resort destinations, our luxury mixed-use residential
and 50 under
(organic growth) properties are natural extensions of our iconic hotel brands.
development
80 81Design & create destinations
We have long-standing and valuable expertise in hotel and
concept design. Our “Design & Technical Assistance” offers
you a wide range of advisory services. Our local teams are
on-hand to support the design and construction, or renovation, 300 construction
of your hotel project, at each step of its lifecycle: from branding, & renovation
planning, consulting, designing, engineering, purchasing, and projects
delivering to opening. each year
We provide you with our brand standards, style books, design
briefs, construction and renovation guidelines. We help you to
choose the right partners to successfully accomplish your hotel
project: our preferred local consultants, architects and interior
designers, contractors, manufacturers...
We ensure you benefit from inviting, functional and safe spaces,
full brand compliance for greater guest experience and satisfaction, 200 design
and cost savings, which all contribute to your hotel’s operational & technical
and financial performance. experts
Mercure Bangkok Sukhumvit 11, Thailand
ibis Styles Paris CDG Airport, Roissy CDG, France
Partner with us
By joining us under “Franchise contract”, you benefit from the strength
of our global network of over 2,040 franchisees. We help you build
brand preference and guest satisfaction & retention. We boost sales
and revenue for your hotel.
By choosing a “Management contract”, you rely on a leading operating
company running over 2,260 hotels. We generate additional revenue
for your hotel. We help you control your distribution costs. We manage
your hotel effectively. Respect your budget, implement decisions
made with you and maximize your margins.
In both cases, our global stature and footprint in 100 countries allow
us to deliver strong local teams expertise and support.
2,040 2,260
franchised managed
hotels hotels
82 83BUSINESS,
CUSTOMER
& DIGITAL
We are dedicated to providing the best expertise to our hotels to help them
increase their visibility, reinforce their relationship with customers and maxi-
mize their turnover. We also provide the efficient, robust tools and systems
they need for distribution and analysis while developing new markets.
84 85Business, Customer & Digital
Providing the hotels
with the best expertise
worldwide
A DIVISION OF 5 TEAMS : CUSTOMER EXPERIENCE, DATA AND REVENUE MANA-
GEMENT, E-COMMERCE, SALES, DIGITAL SERVICES. THEY ALL SHARE COMMON
OBJECTIVES, TO:
1 Boost hotels’ visibility
2 Maximize hotels’ revenue Be supported
by an international GUEST EXPERIENCE
3 Develop new markets team & LOYALTY EXPERTS
110
4 Retain customers
5 Best solutions for business DATA & RM EXPERTS RESERVATION SALES EXPERTS
AGENTS
+1,000 700
900
E-COMMERCE CUSTOMERS AGENTS IT EXPERTS
EXPERTS
160 1,300
250
86 87Business, Customer & Digital
DREAM COME BACK
1 Boost hotels’ visibility “Be inspired when selecting
a destination”
“Be rewarded
and recognized”
Beyond simple geography, the presence of AccorHotels properties worldwide +2,200
DESTINATIONS ON
+145M
MEMBERS OF LOYALTY
allows every type of client to be targeted: individuals, groups, online partners, ACCORHOTELS.COM PROGRAMMES
corporations, wholesalers, airlines, and more, right through their journey.
SELECT SHARE
simple, intuitive, “Find the best offer”
“Share my experience
personalised
with my friends”
1 Multi-brand
and fun web portal 25M fans
ON SOCIAL NETWORKS
14 brand websites
The website increases traffic,
stimulates revenue and extends
overall sales reach. A unique
multi-brand portal offers hotels
a stronger and more powerful
e-commerce presence than ever
before.
BOOK STAY
“Book anywhere “At the hotel I feel
from any device” expected and special”
+8
DOWNLOADS OF THE
15% of Online
Check-in*
ACCORHOTELS SINGLE APP
EVERY MINUTE
25% of Fast
Check-out*
*On eligible bookings
DEDICATED VISIBILITY CAMPAIGNS
A bespoke solution offering
guaranteed visibility on up
to 34 selling points, and in up to 18 languages.
Opportunities to showcase hotels
PREPARE
in defined promotion periods,
or to push destinations. “The best way
to prepare my stay”
“A good way to raise awareness
of a newly-opened hotel.”
Grégoire Venuze, Senior Revenue Manager,
70
CITY GUIDES
ONLINE ON
Novotel London Canary Wharf ACCORHOTELS.COM
88 89———
Business, Customer & Digital THE BETTER YOU DESCRIBE
BOOST HOTELS’ VISIBILITY YOUR HOTELS, THE BETTER
YOU’LL SELL THEM
———
Guest passion
MYACCORHOTELS DESK
A friendly portal for managing hotel
descriptions. This new extranet simplifies
and boosts the hotels distribution.
Hotel Content Management
From a single point of access, hotels can
manage their content across all distribution
channels (AccorHotels.com, mobile, OTA, etc.). Services Catalogue
Using myACCORHOTELS desk, hoteliers have A service catalogue offering several innovative
at their fingertips all they need to highlight solutions for hotels, to:
their hotels‘ strengths and provide customers • Optimise their web visibility
with detailed information. The aim of this so- • Create a unique experience for their guests
lution is to inspire our guests and encourage at the hotel (web corner, virtual concierge,
them to choose our properties. connectivity solutions, etc.).
B2B websites
FROM IDEATION TO HOTEL SOLUTION DEPLOYMENT NEW INSPIRING TOOLS
FOR B2B CUSTOMERS
Act as a service provider for hotels
More than 60 e-mailing campaigns
by analysing and offering new technological We always have a user-centric approach.
to >1.4 million contacts worldwide
and digital services for their guests.
(business travel, meetings&events,
Guest Technology
travel agencies & tourism markets)
Innovation Lab • Test and deploy new solutions
These function as an operational staff support • Optimise existing processes
The new Travel Style blog
centre. Their missions are to: • Analyse, propose and develop solutions
to inspire and convince all business travel actors,
• Identify new technologies and services for each brand
using high-quality content around the business
• Conduct an open innovation strategy • Project leaders in the hotels
lifestyle, the challenges of organising travel,
• Explore best practices among our competi- • Proven reference solutions
digital traveller, business & cultures.
tors and elsewhere • Define a Guest Technology catalogue
• Test, recommend and communicate of our services for each country
More than 30 projects managed this year
developing our B2B websites, to:
• enhance the customer experience,
• improve UX and design,
• highlight new offers and new services to boost
direct bookings,
• boost our site monitoring
businesstravel.accorhotels.com
A “Special deal” section on our B2B websites
to display Hotel / Brand / Local promotions meetings.accorhotels.com
to our customers. travelpros.accorhotels.com
7 20
languages geolocalisations
90 91Business, Customer & Digital
BOOST HOTELS’ VISIBILITY
The App as a stay enhancer More than
“Mobile phone technology has already
1,000
websites
transformed societies around the globe.”
already
David Nabarro, United-Nations Secretary-General
created
Special Adviser
Travel solutions have changed, and as a result
AccorHotels is now offering a mobile app.
This App is a travel companion, to enhance the
customer experience throughout their journey,
so they can: Dream, Choose, Book, Prepare,
Enjoy, Share & Comeback.
All the best digital trends are in the App, such as
Virtual Reality and Location-Based Services giving
Individual hotel website: forever yours
hotels greater visibility. Easy solution to boost hotel visibility and direct bookings. Fully dedicated
to a property, the individual hotel website is a perfect solution to increase
+5 million downloads HEARD ABOUT PHIL?
the visibility of hotels and improve web direct market share.
Phil Welcome can answer all customer
Powered by Fastbooking technical platform, a hotel website is fully integrated
4 downloads of the AccorHotels information requests about our hotels
in AccorHotels ecosystem (TARS, Accor Picture library, Google 360°,
App per minute on average worldwide. And he can act as our
TripAdvisor reviews, Google Analytics, Local Measure, TablePlus/ResDiary),
guests’ personal assistant, combining
customized with its brand and hotel USP.
26 million visits every month the roles of an information desk
Fastbooking propose flexible price packages creation, account management,
and proactive companion, who will
staff training and after sale support to deliver the hotel full control over the
(2017 figures) propose upgrades & cross sell.
website content. Fast, easy, client friendly, secure to get more direct bookings
and increase RevPar!
When F&B use technology to better serve customers
Restaurants by AccorHotels is an exciting new with clients and grow profits. Smile, you’re on camera!
Food & Beverage Digital Content & Reservation This solution allows hotels to make their
Platform available exclusively to AccorHotels restaurant bookable online 24 hours a day Videos and photos of hotels represent showcases
restaurants. and 7 days a week via the Restaurants by on the web. These are the first digital touch
Put the power of the AccorHotels Digital Ecosytem AccorHotels responsive website and the points with potential customers. AccorHotels
to work for your restaurant! Restaurants by AccorHotels App, but also on Facebook, promotes any hotel in a professional way by
AccorHotels helps restaurants to increase their Twitter and the hotel mini-website. ensuring the creation of high quality pictures
covers, improve operation, engage effectively & video content. The objectives are twofold:
Look around: visual Influence customers in their buying decision
by conveying more information, give emotion
360 in App more rapidly through iconographic content.
The 360° Tour is a new service to increase
visibility, generate more engagement and
immersion on the app, on social networks
(Facebook, YouTube, Google street view)
and soon on accorhotels.com
A full 360° Tour offer customers unparalleled
access to the property without ever leaving
the hotel factsheet whilst boosting web visitor
retention and sales or bookings. Indeed, known
as sticky content, virtual tours are proved to
keep potential customers longer on website
allowing them to interact with all services
with just a click of a mouse.
93Business, Customer & Digital
BOOST HOTELS’ VISIBILITY
Be represented at the
Partner websites: a key support B2B partner websites
through global agreements
most famous local and
Business advantages through with leading events organi- international tradeshows
B2C partner websites sers, travel agencies and major
online partners - giving addi- “More than notoriety and visibility,
(e.g.Tripadvisor)
tional booking channels and tradeshows enables sales offices and
“The TripAdvisor Business Advantage
extended visibility. hotels to share best practices, information
solution allows the hotel to be
and introducing each other to clients”
highlighted on a partner website in
Sophie Bruschet
order to reach new customers, Director of Communication and Events,
increase the awareness of the Global Sales IMEX Americ
a 2017
a
AccorHotels properties and brands er in g N orth Americ
Conqu
and hence our direct market share.”
Ben Van Nieuwstadt,
Director E-Distribution BeNeLux
#Social Media B2C social networks
#Followers Experts creating interactions with our guests
#Influencer where they are: on social networks. Making
the most of AccorHotels on social media:
IMEX Frankfurt
A clear success
all brands, worldwide localised presence,
A social media-based marketing community
more than 4,200 networks managed.
harnessing the world’s largest professional social
network as one of the most important resources. ILTM Cannes
Special offers and real time campaigns on LinkedIn 2,000 appointments
he ld at the stand
and Pinterest boost visibility on social media. THE SOCIAL DESK
Ongoing buzz on various social media is A tool kit to help hotels enhance their presence
generated by AccorHotels teams to increase and awareness on social media. With more than
the hotels’ visibility on the web. 640,000 monthly Check-ins on Facebook, our
hotels’ Facebook pages showcase our network
now more than ever.
2,050 users 50,000
of social media among followers
the Group on Instagram Access:
www.ahsocialdesk.com
25 million accorhotelsocial/accorhotelSD15 ITB Berlin
fans across all our networks a result!
For any questions please contact: ¤1 Billion as
socialdesk@accor.com
ATM Dubai
Signing at the summit
“I had a fantastic time at IMEX America
2017. It was an incredible opportunity
to meet with clients and share best
practices with colleagues.
More than 440 My days were full of appointments
sales missions worldwide
and whatever downtime we had was
well spent meeting other great clients
7 international tradeshows
and industry partners.”
Christian Gagnon, Regional Sales Manager,
and more locally
Fairmont Hotels & Resorts, Quebec Resorts
94 95Business, Customer & Digital Business, Customer & Digital
BOOST HOTELS’ VISIBILITY
Marketing Campaign
Worldwide online advertising campaigns (display banners,
ads on search engines, visibility on metasearch sites and affiliated
2 Maximize hotels’ revenue
partners), to promote our brands, offers and destinations.
Increase margins, secure business.
According to regional needs and customer profiles, campaigns
are run throughout the year to reach new customers. Success in Congress
Dedicated newsletters, e-mailshots and e-cards also impact
customer choice.
Commitment #9
A wide range of
accommodation
May I help you? Our overflow
service, flexible
To boost visibility of our mid-market offers
and services
Reservation call centres and adapted to
(Business Plus & Le Club AccorHotels Meeting Planner). our hotel’s needs,
Developing your hotel turnover with is made to boost
Stand: 04.10.2017
40 our Reservation call centers your revenue
VKI
Our professional call centres process customer by answering
Thomas-Cook-Platz 1 | 61440 Oberursel
Thomas Cook Touristik GmbH
© gettyimages/Gary John Norman
TRAUMURLAUB
IN DEN EMIRATEN Find all congress commitments on bookings and provide information for hotels your hotel’s incoming reservation calls.
›› meetings.accorhotels.com
Global contact : associationcongress.globalsales@accor.com and brands, from economy to luxury. By responding to guests with our “customer-
We answer guests’ requests, 365 days a year, centric” approach, we better understand their
in 18 languages with our strong presence needs and offer tailored responses to ensure
Success in Congress worldwide in 10 reservation call centres. guest satisfaction.
NOVEMBER 2017
Our reservation sales techniques focus on
- OKTOBER 2018
AFRIKA, ORIENT
rewarded with the bronze
INDISCHER OZEAN
VEREINIGTE ARABISCHE
EMIRATE / KENIA / TANSANIA
BOTSWANA / ZIMBABWE / SANSIBAR / SÜDAFRIKA
/ ZAMBIA / MAURITIUS / NAMIBIA
/ SEYCHELLEN
Rixos Premium Dubai
Sorgfältig für Sie ausgewählt
mit der Erfahrung aus 175 Jahren.
for «Best Print Advertising customer recognition, personalisation and
Campaign» expectation identification, enabling us to 8 million 18
• 4 display campaigns convert calls to bookings. guest contacts handled every year languages
Promotion campaigns
on worldwide basis 1 billion personalized emails • +50 million impressions
10 900
38 million ¤ spent reservation call centres worldwide agents
262 hotels and32 sales
Targeted emailing campaigns contact part of the Success
30 million
in Congress campaign (workshop
+ prize-giving ceremony) Training?
No! Learning experiences!
Training staff and teams on revenue
Media management and sales methodology to unify
learning and knowledge of hotel and call
A worldwide presence on specialist centre employees “Thank you so much for the amazing time
and/or general newspapers, we had on our training session in Warsaw
• Unify the sales force across all segments, on 18-19 July. It was a great opportunity
magazines, websites. Attend
from global to national and hotel sales to exchange our best sales practices and
interviews and show the impact
of AccorHotels worldwide. • Integrate sales and RM performance expand our knowledge.”
training into global talent programmes Gabriela Megiel, MICE KAM Poland
(courses included in IHMP 2017)
• Offer online free tutorials, 565 people trained in 11 regions
in-class session for all RM central
and hotel teams
“Well done guys!
Please count on
the South America team!!
We are all committed to selling
AccorHotels value.”
BFM Vincent Gérard, Paulo Frias
Dream Force San Francisco 09/2017 - Head of Sales South America
96 97Business, Customer & Digital
MAXIMIZE HOTELS’ REVENUE
Business opportunities Seasonal deals
Multi-layered relationships with strategic, key Drive occupancy during low seasons and
and national accounts covering all segments develop accorhotels.com brand awareness
and channels to generate more room nights and through an extensive communication plan.
revenue.
Negotiation of the biggest contracts SUPER SALE
(non-exhaustive list) • Increase hotel occupancy during need periods
• Target first the loyalty members and
subscribers thanks to a worldwide offer
• Increase share of web direct sales
• Increase overall visibility
297,000
rooms booked in 12 days
3 =2
Develop Customer relationship
& Business Worldwide
NEW • Increase occupancy with 3 night stays
during shoulder season
• Target a large public with a long booking
period validity
NEW OFFERS
• Increase share of web direct sales
• AccorHotels Business Offer (AHBO)
• Increase overall visibility
• Annual Contract MICE
• Member rate for GDS and TravelPro
28,5 million
“Over 300 global sellers emails sent since January 2017
in 47 sales office worldwide
NEW CONTRACTS work hand-in-hand with hotels
• Inauguration of the Paris Convention Center, to win clients across
the biggest congress center in Europe, a the spectrum of segments
partnership accommodating huge events to deliver you the best topline PRIVATE SALES
• Signature of the Invictus games in Australia
possible, through different What will your next trip be?
channels. Negotiating contracts,
for 10,000 room nights in Sydney • Provide with a flexible solution to drive
hunting new business,
• Signature of Emirates - 80 rooms per day ambassadors at tradeshows, occupancy when needed on direct channels
for 3 years - Pullman Roissy running sales events, elevating • Offer an exclusive offer to the “closed-user
• Korean air - 50 rooms per day for 2 years - our profile, and recruiting group”: loyalty members and subscribers
MGallery Saigon Le Club members are all part • Increase use of web direct
• And more than 23 new connectivities of how we contribute
to the success of AccorHotels.”
60,000
MARKUS KELLER, rooms sold per private sales
And so much more… Senior Vice President Global Sales
98 99You can also read
