Post on 27-May-2020
MaximizeYOUR
REVENUE DIRECT WEB SALES
ACCORHOTELS APP
MARKETING MAGIC THE LOYALTY ADVANTAGE
WORLDWIDE SALES POWER
CLEVER CUSTOMERS
CONTACT CENTERS
REVENUE MANAGEMENT
AUGUST 2017 PERFORMING SERVICES MAXIMIZE YOUR REVENUE
WHAT EXACTLY DOES YOUR PORTAL DO?
Our unique multi-brand portal offers you a
stronger, more powerful e-commerce presence
than ever before. That means more visibility. And
more sales.
The only portal of its kind in the hotel sector,
AccorHotels.com is a valuable addition to our
hotel brands’ commercial websites as well as a
marketplace for independent hotel (1,755 hotels).
It increases your traRc. It stimulates your revenue.
AND IT EXTENDS
YOUR GLOBAL SALES
REACH.
WHAT ARE MY BENEFITS?
You will increase your direct sales and
optimize your profits by eliminating
commission fees
Added online benefits will win you more
premium Le Club AccorHotels members
Your guest database will be enriched
with personal online accounts
Maximize your revenue
DIRECT WEB SALESBOOST YOUR DIRECT ONLINE SALES WITH ACCORHOTELS.COM
18 LANGUAGES
N° 1HOTEL GROUP IN
TERMS OF TRAFFIC (ex-USA,
source comScore)
33 GEOLOCALIZED
SITES
123CURRENCIES
PROCESSED
335MILLION ANNUAL
VISITS TO ALL ACCORHOTELS
WEBSITES
Figures as of end 2016
AUGUST 2017 PERFORMING SERVICES MAXIMIZE YOUR REVENUE
WHAT’S SO SPECIAL ABOUT THIS PARTICULAR APP?
Our AccorHotels app is a single, user-friendly
application. It features all of our brands on the
AccorHotels.com marketplace.
Guests can consult room availabilities in real time.
Access best available rates. Make reservations,
prepare their next trip with our City Guide,
consult them o]ine during their trip and book
their ticket museum... and much more.
With the app, they can book in-hotel services
too: concierge, room service, dining room, bars,
restaurants, spa and fitness...
A HOST OF SERVICES
TO ENHANCE YOUR GUESTS’
EXPERIENCE AT EVERY STEP
OF THEIR JOURNEY.
WHAT ARE THE BENEFITS FOR MY GUESTS?
Guest reservation benefits:
Search & Book: find a hotel, pick dates
and pay online
Pre-Stay: Fast-Track online check-in
WIPOLO: a tool that compiles travel
data for frequent hotel guests
City guides: 70 guides in 8 languages to
help your guests plan their stays. O[ine
consultation.
In-hotel guest benefits:
Room service, dining room, bar &
restaurant reservations
Concierge service, taxi reservation
service
Your guests’ favorite newspapers, free
from AccorHotels Press
Maximize your revenue
ACCORHOTELS APPBOOK BUSINESS SUCCESS WITH OUR ACCORHOTELS APP
Figures as of end 2016
+ 65 %
MOBILE BOOKINGS VERSUS 2015
50 %
OF ACCORHOTELS WEB VISITS ARE FROM MOBILE DEVICES
4DOWNLOADS
PER MINUTE
AUGUST 2017 PERFORMING SERVICES MAXIMIZE YOUR REVENUE
HOW CAN YOUR MARKETING STRENGTHEN MY BRAND?
We have a vast array of powerful marketing
actions designed to enhance your hotel’s
standing.
High-impact ad campaigns for every media.
Online referencing and targeted email campaigns.
Strategic promotional oders. And a super-strong
social media presence.
Our marketing materials accompany you
internationally, nationally and locally. They raise
awareness of your brand. They help you stand out
among the competition.
WIN NEW GUESTS.
AND FILL YOUR ROOMS.
EVEN IN THE SLOWEST
SEASONS.
HOW DO YOUR TOOLS BENEFIT MY HOTEL?
We address the right message to the
right guest at the right time to boost
your revenue
We maximize your visibility on search
engines to push your hotel to top-of-
the-page
Our social media experts and tools help
you promote your hotel’s specificities
We safeguard your online image with
TrustYou, the premier e-reputation
management tool
We provide you with high-quality visuals
and videos that really sell your hotel
Maximize your revenue
MARKETING MAGICBENEFIT FROM BRAND RECOGNITION AND INCREASE YOUR HOTEL REVENUE
Figures as of end 2016
7.5 MILLION FANS
ON FACEBOOK, TWITTER, YOUTUBE,
PINTEREST AND LINKEDIN
100MILLION EUROS
INVESTED IN AD CAMPAIGNS
>195,000PHOTOS
IN THE ACCORHOTELS
LIBRARY
1BILLION
PERSONALIZED EMAILS SENT
45MILLION EUROS
INVESTED IN KEY WORDS’ PURCHASE
AUGUST 2017 PERFORMING SERVICES MAXIMIZE YOUR REVENUE
ACTIVE MEMBERS BY ZONE OF RESIDENCE
HOW CAN YOUR LOYALTY PROGRAM BRING MORE GUESTS TO MY HOTEL?
With Le Club AccorHotels, you can recruit new
guests at lower cost. You will get to know them
better. And be able to oder them personalized
services. Guests love that.
Loyal guests recommend your hotel to others.
That brings more people to your hotel. And that,
of course, means higher revenue for you.
Our loyalty program lets members earn points for
every expenditure at your hotel. They can book
with their points directly online. They can convert
them into discounts on future stays. Or even into air
miles with one of our partner airlines. Repayment
conditions are the most generous on the market.
For the second year running, Le Club AccorHotels,
was acclaimed at the 2016 Freddie Awards as the
best hotel loyalty program of the year in Europe/
Africa and in the Middle East/Asia/Oceania.
OFFER YOUR GUESTS LE CLUB
ACCORHOTELS. YOU WILL BE SURE
TO KEEP THEM COMING BACK.
WHAT ARE THE BENEFITS FOR ME AND MY HOTEL?
Le Club AccorHotels members return
two times more than other guests
Le Club AccorHotels members spend
twice more than non members
Le Club Accorhotels is the most
international of all hotel loyalty
programs, obering you able to leverage
a wider network of worldwide guests
Le Club AccorHotels members book 2.3
stays a year vs 1.3 stays a year for non-
members (average)
More than 90% of the App AccorHotels
bookings are generated by Le Club
AccorHotels members
Maximize your revenue
THE LOYALTY ADVANTAGEUSE LE CLUB ACCORHOTELS LOYALTY PROGRAM TO BUILD YOUR HOTEL REVENUE
Figures as of end 2016
20,000 NEW MEMBERS
PER DAY
(AVG.)
79 %
OF LE CLUB MEMBERS BOOK THROUGH
ACCORHOTELS DIRECT CHANNELS
32 MILLION MEMBERS
30 %
OF ACCORHOTELS ROOM REVENUE
IS GENERATED BY LE CLUB MEMBERS
ACTIVE MEMBERS BY CATEGORY
CLASSIC 80%
EUROPE* 20%
AFRICA 2%MIDDLE EAST 3%
NORTH AMERICA 6%GERMANY 6%
15% SILVER
3.5% GOLD
1.5% PLATINUM
18% ASIA
13% FRANCE
12% U.K. & IRELAND
11% SOUTH AMERICAPACIFIC 9%
* Excluding France, Germany, U.K. & Ireland
AUGUST 2017 PERFORMING SERVICES MAXIMIZE YOUR REVENUE
HOW DOES YOUR WORLDWIDE SALES NETWORK HELP ME?
Articulated around 5 strategic businesses lines
sales will help you to:
– Reinforce your business travel strength through
global multi-level account coverage, while
controlling distribution costs.
– Use Le Club Meeting Planner to grow revenue
through loyalty and customer satisfaction,
reinforce visibility in the congress segment and
invest in next generation technology for M&E
sales.
– Protect higher yielding segments with a
controlled price strategy, for leisure travel. And
support the transition to dynamic rates with
medium BtoB players.
– Leverage our size to balance the relationship
with Online Travel Agencies, while protecting
the topline performance of hotels.
– Focus on the top airlines to build long term
crew partnerships for hotels.
In addition, a team dedicated to Luxury accounts
worldwide.
WHAT ARE THE BENEFITS FOR MY HOTEL?
Volume contracts with major clients
worldwide
Benefit from negotiated commissions
and preferential conditions in distributor
agreements
Greater visibility at trade shows to build
your awareness
A large communication coverage: BtoB
websites, e-cards, e-news and trade
press.
Products and tools offered to BtoB
clients to improve conversion at our
hotels (LOL, TAGS…)
Internal tools to increase your ehciency:
ANAIS for easy contact management,
Sales Campus to train your sales force,
Easy Pitch to showcase your hotel
digitally.
Maximize your revenue
WORLDWIDE SALES POWERLET OUR WORLDWIDE SALES NETWORK REV UP YOUR REVENUE
Figures as of end 2016
47 SALES
OFFICES
660MAJOR CLIENT ACCOUNTS
WORLDWIDE
>700 SALES REPRESENTATIVES
5.6BILLION EUROS
IN ANNUAL REVENUE
AUGUST 2017 PERFORMING SERVICES MAXIMIZE YOUR REVENUE
WHY DO I NEED ACCORHOTELS CUSTOMERS CONTACT CENTERS FOR…
…MY RESERVATIONS WITH CALL CENTER
A professional call center from economy to
luxury brands, dramatically boosts your revenue.
Because when professional agents answer your
calls, they sell your rooms to your guests at the
best possible prices.
Professional call center agents also let you
provide your guests with expert answers to all
their questions 365 days*, in 18 languages. Your
hotel can build great relationships on that.
The Overflow Call Option:
For particularly busy times, we oder an Overflow
call service that picks up calls after the 4th ring.
In 2016 our Overflow service managed 2.8 million
received contacts for 1,750 hotels with an answer
rate of 92% (Fairmont, Ra]es and Swissôtel
excluded).
…MY CUSTOMER CARING SERVICE
Besides booking your guests’ reservations, our
worldwide customer care agents respond to their
requests. Place your guests at the very heart of
our attentions, deal quickly and eRciently with
their claims. And even manage their email, postal
mail, and social networks.
HOW WILL YOURCUSTOMERS CONTACT CENTERS BENEFIT MEAND MY GUESTS?
RESERVATIONS WITH CALL CENTER
Our reservation call center agents
optimize your direct sales by upselling
and proposing the highest possible
room rates
Our global network of 10 reservation
call centers with 900 expert agents can
handle scores of reservations at once
By responding rapidly to your guests’
personal needs, we strengthen your
guest relationships
We help you build guest loyalty by
creating goodwill, reliability, and trust
CUSTOMER CARING SERVICE
By responding to your guests with
our “customer-centric” approach, our
customer care agents better understand
their needs and offer personalized
answers to ensure Guest satisfaction
Maximize your revenue
CLEVER CUSTOMERS CONTACT CENTERS OFFER YOUR HOTEL A HIGH-REVENUE SALES CHANNEL AND A CUSTOMER CARING APPROACH
* Opening hours depends on lines and markets. Figures as of end 2016
8.6 MILLION GUEST
CONTACTS HANDLED
10RESERVATION CALL CENTERS
7CUSTOMER
CARE CENTERS WORLDWIDE
900RESERVATION
AGENTS
150CUSTOMER
CARE AGENTS
18RESERVATION LANGUAGES
13CUSTOMER
CARE LANGUAGES
1,750HOTELS
ALREADY USING OVERFLOW
SERVICE
AUGUST 2017 PERFORMING SERVICES MAXIMIZE YOUR REVENUE
WHY ARE YOU SO SURE YOU CANENHANCE MY PERFORMANCE?
When it comes to revenue management, we are
the experts. We can boost your occupancy rates.
Optimize your average room rates. Increase your
hotel’s profitability. And deliver it all on demand.
Our five Revenue on Demand Management
(RMD) solutions adapt to your budget. They help
you analyze market trends. Anticipate customer
demand. And transform opportunities into real
bookings.
SIMPLY PUT,
OUR TECHNOLOGIES
+ OUR TRAINING
+ OUR EXPERTISE
= A POWERFUL ROI FOR YOU
HOW DO YOUR REVENUE MANAGEMENT OPTIONS BENEFIT ME?
We save you time so you can better
focus on serving your guests
We help you implement your RM and
pricing tactics and ehciently pilot your
room distribution
Our on-demand solutions can let you
ober your team a top-quality shared RM
expert
We ensure you of the best RM systems
at the best prices
Maximize your revenue
REVENUE MANAGEMENTOPTIMIZE YOUR PROFITS WITH OUR REVENUE MANAGEMENT SOLUTIONS
Figures as of end 2016
1,900 HOTELS EQUIPPED WITH RM AND RMD
SOLUTIONS
+ 5 %
IN REVPAR PERFORMANCE FOR HOTELS USING RMD
VERSUS NON RMD HOTELS
939ACCORHOTELS REVENUE MANAGEMENT EXPERTS
AROUND THE WORLD
5 REVENUE MANAGEMENT PLANS TO ACCOMPANY YOUR HOTELWith 5 diSerent plans and numerous options, you are sure to find the Revenue Management solution that fits your needs.
1. RMD Discovery An “introduction to Revenue Management” module and a self-diagnostic to see what your current situation is.
2. RMD Solutions A complete system of Revenue Management solutions at competitive rates:— RM solutions adapted to hotel needs: EzRMS, IDeaS, ibis SMART pricing— RM solutions on market trends: STR, MKG, RateGain, Travelclick, Nor1
3. RMD Training A Revenue Manager training and recruitment service
4. RMD Consulting Revenue Management consulting missions tailored to your hotel
5. RMD Operating Revenue Management daily services to optimize your hotel’s revenue